FREQUENTLY ASKED QUESTIONS

Contact us and one of our insurance agents will be happy to answer your questions.

In some years you may see a small increase and not at all in others. Increases are based on the cost of providing insurance coverage in your area.

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

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Read our accessibility policy.

Petsecure is available in both English and French.

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 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 or cancel your policy. Some changes we should be informed of include pets participating in sporting or professional activities, or accidents or symptoms that occur within your policy's waiting period.

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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.

You have 6 months to submit a claim after the date of treatment. Even if it doesn’t result in a reimbursement, it’s a good idea to submit the claim as it will help satisfy your deductible and 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.

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.

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.

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

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

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.

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

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.

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.

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.

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

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.

Coverage may be canceled under certain conditions such as: failure to pay premiums, cases of animal abuse, or false/exaggerated claims.

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.

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 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 or restrict you from making claims. These adjustments may not last forever either. Adjustments are reassessed semi-annually; depending on your future claims activity you may qualify to return to a lower level of co-insurance.

Yes, medical exams are required within one year before the start of your policy and must be conducted annually to maintain coverage. If your dog is over 8 years old, or your cat is over 10 years old, there are some additional requirements. Contact us for more information.

Some exclusions aren't permanent. For example: if your dog has an ear infection, or another non-recurring issue, you may request that we review an exclusion by contacting us. Please 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.

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

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 your 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)

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.

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%.

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.

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.

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.

Yes, your waiting period begins at 12:01 am the day after your policy application is accepted by us. 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

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

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

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.

Your premium is calculated based on the species and breed of your pet as well as your postal code. It’s not based on age, gender, neuter status, or other similar factors. Your 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.

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

• 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.