FREQUENTLY ASKED QUESTIONS

If you don’t see the answer to your question below, please contact us. One of our licensed insurance advisors would be happy to help you. 


Other

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.

Will my premium increase every year?

Most years you may see a modest increase to your premium but some years you may not see an increase at all. Increases are based on the cost of providing insurance coverage for pets in your area.

Renewal

Do I have to renew my policy every year?

You don’t have to renew your policy every year. As long as your premiums are paid, your policy will continue until cancelled.

Is Petsecure available in another language?

Petsecure is available in both English and French.

Insurance fraud warnings

If you provide inaccurate, false, or misleading information, or if you omit or fail to disclose material information to us, we may not pay claims made on your policy or we may cancel or void your policy.

If there’s a change in your pet’s living situation, or any other circumstance that may affect the likelihood of a claim, you must inform us as soon as you’re able. If your pet is participating in any new sporting or professional activities, or if they have an accident or other condition that shows signs or symptoms within the waiting periods. If a claim is made that may have been caused by a change and we weren’t informed of it, we may choose to deny the claim and/or place an exclusion, and we may choose to cancel your policy.

What are Petsecure’s terms of use?

Read our terms of use.

Legal

Who is the underwriter for Petsecure?

Our pet insurance policies are underwritten by Petline Insurance Company, the first and only licensed insurance company in Canada to focus solely on pet health insurance.

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.

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.

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.

How long will it take for my claim to be paid?

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

Claims

How do I make a claim?

Making a claim can be done in a few simple steps:

  1. Download a personalized claim form by signing into your account. Your veterinarian may also have them at their practice or you can download one.

  2. 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. Fill out sections 1 and 3 of the claim form. Remember to sign your form, then send it to us:
    Email your claim form to claims@petlineinsurance.com.

    Fax your claim form to 1-866-501-5580

    Or mail your claim form to:
    Petline Insurance Company
    301-600 Empress Street
    Winnipeg, MB, R3G 0R5

How do I view or change my payment method?

Sign in to your customer portal to change or view your payment method.

Can I change my billing date?

If you’d like to change your billing date, please contact us by phone, email or live chat. Please note that changing your billing date may result in more than one payment being processed within the same month.

Billing

When are my payments for my policy due?

Your payments are due on a monthly basis, based on the date your plan started.

How do I speak to someone about my policy?

If you have questions about your policy, one of our customer service representatives would be happy to chat with you about it. Please contact us by phone, email or live chat.

How do I change my pet’s level of coverage?

Contact us by phone, email, or live chat to make changes to your level of coverage. You can apply for a change in your coverage once per calendar year.

Can I transfer my policy to a new owner?

Yes. If you’d like to transfer your policy to a new owner, we’ll need a written request sent to us by mail, email or fax. Once we receive the written request, we will contact you to give you details about what’s required of the new owner.

How do I add a pet to my policy?

You can add another pet to your policy by signing into your account and clicking on “Add a pet”.

How do I change my address or contact information?

You can change your address or contact information either by signing in to your customer portal, by giving us a call, by email or live chat.

Will Petsecure ever cancel my coverage?

We could cancel your coverage if you fail to pay your premiums, if there’s a case of animal abuse, or if you make a false or exaggerated claim.

Administration

How do I cancel my policy?

We’re sorry to see you go but if you wish to cancel, please make a request in writing by email, fax or mail. Please include your name, your pet’s name and your policy number. If you’ve pre-paid your premiums, we will refund them. Your coverage will end on the last day of the current monthly invoice period.

Instead of covering 80% of my bill, I was notified you’ll only be covering 60%. What gives?

We share with you in managing the financial risk of providing for your pet’s health. As part of our claims risk management process, we conduct a review of all policies every six months, and we look at the number and cost of claims made during the previous 24-month period.

Based on the results of this review, some policies are subject to individual adjustments determined by your claims activities. This means that if your policy is adjusted, your co-insurance will be changed for future claims. Co-insurance may be changed from the standard percentage of 20% to 30%, 40% or to a maximum of 50%. The good news is this adjustment doesn’t affect your coverage limits, and doesn’t restrict you from making claims. And, it’s not for forever. Adjustments are reassessed semi-annually, and depending on your future claims activity, you may qualify to return to a lower level of co-insurance.

Is a medical exam required to enroll in a Petsecure policy?

Yes, your pet must have had a medical exam within the last 12 months of the start of the policy, and we also require your pet to have a comprehensive exam annually. If your dog is over 8 or your cat over 10, there are some additional requirements.

How do I get an exclusion removed from my policy?

Some exclusions don’t last forever, like if your dog has an ear infection or something else that isn’t typically a reoccurring issue. You may request that we review an exclusion by contacting us via phone, email, mail or fax. It’s important to note:

  • At the time of the review, your pet must be free of symptoms and must not require treatment.

  • To complete the review, you’ll be asked to provide all applicable medical history and the results of a comprehensive exam within 90 days that confirms that the excluded condition has been resolved.

Within 5-10 business days of receiving all the documents we need, we’ll send you written confirmation of our decision.

Are pre-existing conditions covered?

No. Any condition that starts or where symptoms were showing before the policy application or within the waiting periods won’t be covered.

Can I insure my older pet?

You sure can. There are no age limits to the pets we insure. It’s important to note that for dogs over 8 and cats over 10, we require some additional medical information to start the policy.

Within the 2 months prior to your application for coverage, you must provide the following:

  • Results of a comprehensive exam

  • Complete urinalysis

Blood tests (Creatinine, B.U.N., ALT, Alkaline Phosphatase, Total Protein, Albumin, Complete Blood Count and T4)

Do you cover alternative therapies?

Yes, we do, but a separate limit applies. When prescribed by a vet, we cover things like homeopathic treatments, stem cell therapy, laser therapy, physiotherapy, hydrotherapy, massage therapy and acupuncture.

What’s co-insurance?

Co-insurance is the percentage of your claim that you must pay before the applicable deductible applies. In most cases, we pay 80%, you pay 20%.

What’s a deductible?

Your deductible is a specific amount that’s deducted from your claim after co-insurance has been applied. The amount must be satisfied by one or more claims before you’re eligible for a reimbursement. Our deductibles are applied annually, NOT per condition.

Do you offer dental coverage?

We sure do. Every plan level has an annual coverage amount that can be used towards routine dental care. For all pets, there’s a six month waiting period before dental coverage can be used.

Do you offer a multi-pet discount?

Yes. If you have three or more pets with Petsecure policies, you’ll receive a 10% discount on your premium. The discount increases to 15% if you have six or more pets enrolled.

Is there a waiting period before I can make a claim?

Yes, the waiting periods start at 12:01 am the day after your policy application is accepted by us. The applicable waiting periods are:

  • 48 hours for accidents

  • 14 days for illnesses

  • 6 months for cruciate ligament injuries or intervertebral disc disease

  • 6 months for dental coverage

Am I covered if my pet develops an ongoing condition?

Yes. As long as there were no signs or symptoms that apply to that condition before the policy started or during the applicable waiting period.

Can I continue to use my existing veterinarian?

Yes. You can take your pet to any licensed vet in Canada or the United States and its territories.

Will my deductible or premiums go up?

Your deductible will increase with the age of your pet. It will go up once after your pet reaches 5 years of age and again after 10 years. However, your premiums are not affected by the age of your pet. Your premiums may increase slightly each year, based on the cost of providing care for pets in your area. Neither your premiums nor your deductible will increase based on the number of claims you submit.

How is my premium calculated?

Your premium is calculated based on the species and breed of your pet, and your postal code. It’s not based on age, gender, neuter status or any other similar factors. The premium is determined based on the projected cost of caring for your pet over its lifetime. It’s important to know that moving can cause a change in your premium.

What doesn’t Petsecure cover?

We believe in full transparency and that you should know exactly what you’re getting (or not getting) when you sign up for a Petsecure policy.

  • Any condition where signs or symptoms were showing before the policy started or before the end of the waiting periods.

  • Optional or elective treatments you choose to have carried out that aren’t directly related to an insured accident or illness.

  • Food and special diets

  • Spay or neuter surgery

  • Pregnancy and whelping

For full details on what is or isn’t covered by our plans, take a look at our Policy Wordings and Glossary.

Policy basics

What does a Petsecure policy cover?

Simply put, if your pet has an accident or gets sick, and it’s not a pre-existing condition and didn’t occur within the waiting period, you’re covered.

  • Up to 80% of your vet bill, including the exam fees and taxes

  • Accidents and illnesses

  • Diagnostics

  • X-rays

  • Emergency care and hospitalization

  • Surgeries

  • Medications

  • Dental coverage – cost of annual cleanings or problems with the teeth or gums

  • Boarding/kennel fees

  • Lost pet advertising

  • Holiday cancellation

  • Cremation/burial costs

  • Alternative treatments such as acupuncture or massage

  • Behavioural therapy

  • Medical devices

  • Secure 4 includes wellness coverage that can be used for routine care (vaccines, annual check-ups, etc.)

For a complete list and details about what we cover, take a look at our Policy Wordings and Glossary.