HOW TO MAKE A CLAIM

Submit a claim in 3 easy steps

When it’s time to submit a claim

Having a sick or injured pet can be stressful, but submitting a pet insurance claim doesn’t have to be. Making a claim can be done in three easy steps. 

  1. Get a form.
    Download a claim form. Your veterinarian may also have them at their practice or you can download a personalized form that’s already populated with you and your pet’s information by signing into your account.
  2. Visit the vet.
    Take your pet to any licensed veterinarian for diagnosis and treatment. Pay your bill in full and have your vet or an authorized clinic employee fill out section 2 of the claim form.
  3. Submit your claim.
    Fill out sections 1 and 3 of the claim form. Remember to sign your form, then send it to us:

    Email: claims@petlineinsurance.com

    Fax : 1-866-501-5580

    Mail:
    Petline Insurance Company
    301-600 Empress Street
    Winnipeg, MB, R3G 0R5

    We strive for a turnaround time of 7-10 business dates from the date that we receive the claim.

Claims FAQs

We make one simple promise to our customers: we’ll be there when you need us most. When the unexpected happens, you can count on us to take care of the details so you can focus on your pet’s recovery.


Do you have direct deposit?

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.

Can you pay my veterinarian directly?

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

Should I file a claim if my bill is less than my annual deductible?

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.

How do I appeal or ask questions about my claim?

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.

How long do I have to file a claim?

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.
 
For the answers to more questions about claims, take a look at our Claims FAQs.

What if my question isn’t answered here?

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


The reviews are in

“Rufus has had both small issues and emergency surgery. Petsecure took care of exactly what the policy outlined and my claim was processed very quickly.” – Lisa, ON