Claim FAQs

Get answers on some of the most common claims questions other pet owners have asked.

1. Where Do I Submit My Claim?

If the claim status in the Member Center or App is Action Needed, you can click on that link to upload records for that claim. If the claim status is Completed because it was unable to be processed without specific information, please email the records to [email protected] and include the claim number in the email for easier processing.

2. How Long Do I Have to File a Claim?

You can submit a claim within 270 days from the date of treatment.

3. Should I Include My Pet’s Medical Records with a Claim?

If medical records are needed, our team will contact your veterinarian directly, but it may help speed up the process if you send them in with your claim.

4. Do You Have a List of Veterinarians I Have to Use?

You can visit any licensed veterinarian in the US or Canada, including eligible specialists and emergency care clinics.

5. How Can I Find Out the Status of a Claim?

You’ll receive an email when your claim has been received, if the claim more information, and when it’s complete. You can also check on the status of your claims anytime by clicking on the claims icon in the Member Center or app.

6. My claim says it’s completed. Why can’t I view the Explanation of Benefits?

It's most likely that the Explanation of Benefits hasn't been uploaded yet. Typically, it's posted the same day that the claim completes, and you’ll receive an email once it is available.

7. Why wasn’t my claim reimbursed?

You can view the Claim Details and Explanation of Benefits for more information. They will show you if the claim was not eligible or if funds were applied to the annual deductible.

8. How do I appeal my claim?

The number of days to appeal a claim varies by the state in which your policy was issued.

All requests to appeal your claim must be made in writing. Any submitted appeal should state clearly why you or your vet disagree with the initial determination and include supporting documentation.

To appeal your claim simply email your request and supporting documentation to [email protected].

Once your appeal has been received, you will receive an email confirmation. Note: Appeals may take around 30 days to be reviewed.