Pet Insurance FAQ's

About Pet Insurance

What is pet health insurance?

Pet insurance helps you pay your veterinary bills, so you'll never have to choose between your pet's well-being and your personal finances.

Why do I need pet insurance?

The costs of veterinary care are rising rapidly. Plus, the costs of treatments like surgery and chemotherapy are rising even faster. With our pet insurance, you'll have the financial support you need to keep your pets healthy – or even save their lives.

What does pet insurance cover?

We offer 4 increasing levels of coverage starting with basic accident protection then adding coverage for illnesses, essential wellness care, and deluxe wellness care. You can also add extra protection for ongoing conditions with our inexpensive Continuing Care coverage option.

What does it cost?

We work hard to make our pet insurance as affordable as possible. Your cost will depend on factors like the level of coverage you choose and the breed and age of your pet. To find out what your pet insurance premium would be, get a free quote now.

Using Your Plan

Once I've enrolled, how long before my pet insurance is effective?

We issue pet insurance plans on the 1st and 15th of the month. If your application is accepted and payment is received from the 1st to the 14th of the month, your anticipated effective date would be the 15th. If your application is accepted and payment is received on or  after the 15th, your anticipated effective date would be the 1st of the following month. (Please note that all plans are subject to underwriting and are not issued without receipt of payment.)

When can I start using my pet insurance?

One of the great things about our pet insurance is that accident and wellness care coverage, if included, start as soon as your plan is effective. Illness coverage, if included, begins 30 days after your effective date (this waiting period does not apply in all states). Costs associated with the diagnosis, treatment, or surgery for Anterior Cruciate Ligament (ACL) or Cranial Cruciate Ligament (CCL) conditions are not covered during your first plan period following enrollment.

What are my payment options?

Payments may be made by credit card or automatic check withdrawal. We accept payments on a monthly, quarterly, semi-annual, or annual basis. You can change your payment method easily anytime.

Can I save money by paying annually?

Yes. We'll waive the $10.50 issuance fee if you pay your 12-month plan in full. This fee is not applicable in all states.

Can I stay with my veterinarian?

Yes! We wouldn’t want you to have to change veterinarians. In fact, with our pet insurance, you can use ANY licensed veterinarian in the US or Canada. This way, your pet is even covered if you’re travelling.

How do I submit a pet insurance claim?

It’s easy! All you have to do is fill out our 1-page claim form, then fax, mail, or email it to us with your receipts. Just make sure you and your veterinarian, or an authorized representative, sign the form.

How long does it take to get reimbursed?

We work hard to process our pet insurance claims quickly, but turnaround time can vary depending on how many claims we’re working on. We review every claim thoroughly.

What are “allowable covered” charges?

Allowable charges are covered costs considered reasonable for your geographic area. We use publicly available and proprietary fee information to determine fair reasonable costs.

How does the deductible work?

Our base plans have a low $100 deductible that only needs to be met once a year per pet, rather than per incident. So, for example, if the first claim of your plan year had a total of $250 in allowable covered charges, you would be responsible for the first $100 to meet the deductible. We would then reimburse you for 80% of the remaining $150.

There is a separate deductible for the Continuing Care coverage option.

Can my claim be paid directly to the veterinarian?

Yes. Simply check the box on the front of the claim form, and we’ll send the reimbursement directly to the veterinary clinic.

Can I switch to a different level of coverage later?

Yes. You may be eligible to change your base plan level of coverage. However, you can only add our Continuing Care option when you first enroll or when your plan renews, not mid-plan.

Do you cover Anterior Cruciate Ligament (ACL) and Cranial Cruciate Ligament (CCL) conditions?

Costs associated with the diagnosis, treatment, or surgery for ACL and CCL conditions are not covered during your first plan period following enrollment. ACL and CCL conditions are considered bilateral, meaning when one leg is affected, we consider both legs affected. Therefore, this condition will be considered as one incident.

Do you provide pet insurance for residents of Canada?

We don’t offer pet insurance coverage in Canada at this time. However, if you live in the US and travel to Canada, you can take your pet to any licensed veterinarian there for treatment. You would submit your claim the same way as if you saw a veterinarian in the US.

Can I cancel my pet insurance at any time?

We'll do everything we can to make sure you're satisfied with our coverage or service, but you can cancel at anytime. Please contact us if you are thinking about canceling your pet insurance.

What's not covered?

Like all pet insurance providers, we have exclusions, which are treatments that are not covered. This helps us keep premiums lower and payouts higher.

What happens at renewal?

To make it as easy as possible for you to maintain your coverage without interruption, we automatically renew your pet insurance plan each year. Keep in mind that your $100 annual deductible and per incident and annual limits reset at renewal. Also, unless you selected our Continuing Care option, illnesses or injuries that occurred in the previous plan period will not be covered in the next plan period, unless 180 days have passed since cure and last treatment.

About Your Pet

What are the age requirements and restrictions for your pet insurance?

For initial enrollment in our pet insurance, dogs and cats must be at least 8 weeks old. Initial enrollment for Level 2,3, and 4 is limited to dogs 12 years and under and cats 14 years and under. An age surcharge applies to dogs when they reach age 9 and again at age 12. For cats the age surcharge applies at age 11 and again at age 13.

Our Level 1 coverage has no age limitations or surcharges. Continuing Care coverage age requirements and restrictions may vary.

Will my pet insurance be cancelled when my pets get older?

We’ll never cancel your pet insurance because of the age of your pet. However, premium surcharges based on age may apply unless you enrolled in Level 1 of our pet insurance coverage.

What if I have more than one pet?

If you have more than one pet, you can save 10% on each additional pet after the highest premium pet. Just enroll them in the same level of coverage (excludes Level 1 and Continuing Care).

What are pre-existing conditions?

Pre-existing conditions are illnesses or injuries that show symptoms prior to a plan's effective or renewal date or within a waiting period. This includes conditions that have not yet been clearly diagnosed or treated with medication.

Are pre-existing conditions covered?

Like other pet insurance providers, we don’t cover pre-existing conditions to keep premiums lower. If a pre-existing condition is curable and 180 days have passed since its cure and last treatment it may become eligible for coverage.

What are ongoing conditions?

Ongoing conditions are illnesses or injuries that occur in one plan period, and need care in subsequent plan periods. For example, long-term or chronic conditions like allergies, asthma, diabetes, osteoarthritis, or cancer may be considered ongoing conditions.

Are ongoing conditions covered?

We have two different approaches to ongoing conditions. Our base plans don’t cover ongoing conditions from year to year, unless 180 days have passed since the condition was cured, last treated, and free from symptoms. However, our inexpensive Continuing Care coverage option is designed to provide protection for ongoing conditions. You may be eligible to add Continuing Care to Level 2, 3, or 4 of our pet insurance when you first enroll or at renewal.

What does congenital/hereditary mean?

A congenital condition is one that is considered a birth defect, or a defect in growth development. A hereditary condition is one that may have been passed down from an animal's parents or through the breed. Both congenital and hereditary conditions can manifest or show their symptoms at any time during a pet's life.

Are congenital/hereditary conditions covered?

To help keep our premiums as affordable as possible, our pet insurance does not include coverage for congenital/hereditary conditions.

When does my Continuing Care coverage activate?

Ongoing conditions are illnesses or injuries that occur in one plan period, and need care in subsequent plan periods. Our base plans don’t cover ongoing conditions from year to year, unless 180 days have passed since the condition was cured, last treated, and free from symptoms.

However, our inexpensive Continuing Care coverage option is designed to provide coverage for ongoing conditions. You may be eligible to add our Continuing Care coverage option to Level 2, 3, or 4 when you first enroll or at renewal.

Does Continuing Care have a deductible in addition to my base plan deductible?

Yes, there is an additional $100 annual deductible per pet for claims eligible under the Continuing Care Endorsement.

Can I increase my level of Continuing Care coverage later?

No, the level of Continuing Care coverage selected at enrollment cannot be increased.

What are the age requirements and restrictions for the Continuing Care Endorsement?

For initial enrollment, dogs and cats must be at least 8 weeks old. Initial enrollment is limited to dogs 8 years old or younger and cats 10 years old and younger.

Does the Continuing Care Endorsement cover ongoing conditions?

Yes. As long as the ongoing condition is not pre-existing to enrollment into Continuing Care coverage.

NOTE: This is not a complete description of all coverage terms, conditions, and exclusions. See coverage terms for a full description of the scope and limitations of coverage.