You'll need to include the paid itemized invoice. These are the pages showing your pet's name, services rendered, the date(s) of the services, and amounts paid (including discounts).

If you are claiming a purchase from a pharmacy, online, or prescription orders, the invoice must include the name of the medication or item purchased, the date of purchase, and the full purchase amount, including any shipping charges or discounts applied.

In addition to the invoice, you may optionally include your pet's medical records. Including medical records such as doctor's notes and lab results can assist with processing.

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 us at [email protected] and include the claim number in the email for easier processing.

First, try searching for your vet by the vet’s ZIP code. If that doesn't work, you can still submit claims from any licensed vet in the United States or Canada, even if we don't have them listed yet. While filing a claim online, it will ask for your clinic. Simply select that your clinic could not be located.

When you view the details of that claim, you can also open the Explanation of Benefits. This will have more details about how the claim was processed.

The Explanation of Benefits can be found by navigating to the Track a Claim section in the Member Center or App, and viewing your Completed claims. You can also access these documents through the My Pets tab and selecting View Claims History.

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 we send an email once it is available.

Lab results and doctor's notes give us more information about your pet's condition and help ensure we can process the claim accurately. You can include medical records when you submit the claim. If we determine we need more information while processing the claim, we will reach out to both you and the clinic for your pet's records.

The deductible is annual and resets when your plan renews. You can go to the My Pets page in the Member Center or App to view how much of the deductible is currently met for your pet and when the plan renews. The annual deductible needs to be satisfied before your coverage kicks in.

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.

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 to us. 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.