How to make a claim

Yes, instead of receiving a cheque for your reimbursements, you can set up direct deposit by signing into your customer portal. Add your bank account on the payments screen, then select it as your reimbursement method.

Under extenuating circumstances, we are sometimes able to pay your veterinarian directly. To discuss this option, please contact us.

Yes. Even if your claim doesn’t result in any payment back to you, any claims you make will work towards satisfying your annual deductible and will help if you have to make more claims later in the year.

If you disagree with the outcome of a claim, you can appeal the decision. Any request for an appeal must be made in writing within 90 days of the decision. Your appeal should include:

1. Why you or your vet disagree with the decision

2. Any supporting documents, including relevant veterinary or policy info 

From there, your appeal will be reviewed by a claims adjuster and a claims manager, and potentially one of our Veterinary Advisory Board members. We’ll send you a written summary of our review. 

If the original claim decision changes as a result of this review, your claim will be reassessed. If the original decision is confirmed, we’ll communicate this with you in writing with the specific reasons for the decision.

You have 6 months to submit a claim after the date of treatment. Even if it doesn’t result in a payout, it’s a good idea to submit the claim as it will help satisfy your deductible and will make a difference if you have other claims later in the year.

Contact us by phone, email or live chat and one of our insurance agents will be happy to answer your questions.