Frequently Asked Questions
About Pet Insurance

No, your pet doesn’t need a veterinary exam to be insured by us.

However, we ask that you provide medical records showing your pet has been examined within 12 months of your policy’s effective date. Doing so will increase the efficiency of our claims process.

If you’re unable to provide these records, we’ll use the first documented vet exam (after your policy’s effective date) to determine any pre-existing conditions.

We strongly recommend that you have your pet examined annually. The notes your vet provides from annual exams — and other exams — will help when you file a claim.

We’ll insure any dog or cat. That said, there are pre-existing and other exclusions that may limit your coverage. Also, if you’re renewing a policy for a senior dog (8+ years) or cat (10+ years), we ask that you follow your veterinarian’s advice for senior wellness testing.

No, your pet doesn’t have to be spayed or neutered to be covered. Some, but not all, of our coverages may help cover the costs for this procedure. To see if your policy does, please refer to your policy documents.

Or, you can call us at 1-800-228-9100 1-800-228-9100 with any questions.

If your pet has (or had) an illness, injury or symptom before the end of your waiting period, they have a pre-existing condition. But that doesn’t mean your pet can’t be insured — they can! It just means their policy won’t cover the costs of treatment for the pre-existing condition.

If the condition is cured or doesn’t present itself for 12 months, you can apply for coverage (for the condition) in case it reoccurs. This does not apply to knee or ligament conditions.

We review up to 24 months of medical records to see if a claim is connected to a pre-existing condition. If not, we process the claim as usual.

Pets tend to be their healthiest when they’re young. That’s why we recommend you buy pet insurance as soon as you can to cut the risk of pre-existing conditions. And, most importantly, keep it in place for the life of your pet.

In order to process any claim, we’ll need the last 24 months of medical records for your pet. When compiling your pet’s records, be sure to include records from all vets and visits within the past two years.

If your pet is less than two years old (or has been in your family for less than 24 months), send all available records.

If you adopted your pet, please include all records from the shelter or rescue organization. These include medical records, date of adoption and adoption certificate.

Medical records include, but are not limited to, results from a veterinary visit, lab results, X-rays, physical exam and treatments. You’ll also need the detailed notes from your veterinarian and/or their staff about each of your pet’s visits. These notes are also referred to as Subjective, Objective, Assessment and Plan (SOAP) notes.

We base your premium on factors such as:

• Type of pet. Dogs have different rates than cats.
• Background information. What breed and age is your pet? Where do you live?
• Policy information. These are things such as your annual policy limit, reimbursement limit and deductible amount.

Also, we take into account any discounts you’ve applied and are eligible for, as well as any optional coverages.

No worries! Simply make an estimate based on the documentation you have. This can be medical records or adoption paperwork.

Once we have everything, we’ll work to validate your pet’s correct age.

Here’s how we determine pre-existing conditions for claims.

When you file a claim, we review your pet’s medical records for up to 24 months prior. We review any illness, injury or symptom your:

• vet provided medical advice for;
• pet received previous treatment for; or
• pet had signs or symptoms directly related to the condition for which the claim is being made.

If any of these apply prior to the end of your waiting period(s), we determine that your claim is subject to the pre-existing exclusion. If the condition is cured or doesn’t present itself for 12 months, you can apply for coverage (for the condition) in case it reoccurs. This does not apply to knee or ligament conditions.

Lastly, if you can’t provide medical records showing your pet’s annual exam within the 12 months before your policy effective date, we’ll use the first documented vet exam to determine pre-existing conditions.

Yes! Your satisfaction is our number one priority. That’s why we gladly offer a money-back guarantee.

Here’s how it works.

Based on your state of residence, you will have up to 15 days to review your policy to see if it fits your needs.

If you cancel within this review period and you:

• HAVE NOT filed any claims, you’ll receive a full refund.
• HAVE filed a claim, we’ll follow the cancellation provisions detailed in your policy.

If you cancel your policy after this review period:

• You’ll receive a pro-rated refund of the unused premium as of the date of cancellation.

It’s that simple!