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Everything you need to know about filing a claim

You can file a claim in minutes, and get paid quickly once it’s approved. It’s easier than teaching your dog how to sit.

How to submit a claim

What you need

There are two types of documents you need to submit a claim:

  • A finalized invoice from your vet showing what your pet was treated for and how much you were charged. An invoice has to show a zero balance or that it was paid in full in order for us to accept it.

  • Detailed medical records from your pet’s most recent checkup (a vet visit unrelated to your pet getting sick or hurt). Medical records show us your pet’s medical history and let us see what we can cover, which allows us to process your claim quickly.

NOTE: If you're not sure if you have the right medical records, ask your vet for “SOAP notes.” The records you receive should include any exam notes and lab results.

How to submit your claim

To submit your claim, either click here or follow these instructions:

  • Make sure you’re logged into the app or your online account

  • Go to Claims

  • Go to Submit a claim

  • Follow the instructions in the claim form

What happens next?

Claims are typically processed within 15 days from when we receive all your documents. We’ll email you with updates, so keep an eye on your inbox. And be sure to set up direct deposit now if you haven’t already — it gets you paid back 5-10 days faster than checks do.

Guide to claim requirements

You need two types of documents to submit a claim: a finalized invoice and detailed medical records.

Finalized invoice

An itemized bill from your vet showing what your pet was treated for and how much you were charged. An invoice has to show a zero balance or that it was paid in full in order for us to accept it.

ABC Animal Hospital
123 Main St
Any town, USA

John Jones
Spot, 2-year-old pug

Date

Description

QTY

Price

7/21/21

Exam fee

1.0

$200.00

Ultrasound

1.0

$50.00

Surgery: foreign object removal

1.0

$1,200.00

Total Invoice

$1,450.00

Total Payments

$1,450.00

Balance Due

$0.00

Download copy of a real invoice >

Detailed medical records

Detailed medical records from your pet’s most recent checkup (a vet visit unrelated to your pet getting sick or hurt). If you're not sure if you have the right records, ask your vet for “SOAP notes.” The records you receive should include any exam notes and lab results.

ABC Animal Hospital
123 Main St
Any town, USA

John Jones
Spot, 2-year-old pug

Diagnosis

-Suspect FIC episode

History

Acute-onset stranguria, this happened about 2 weeks ago as well.

Vaccination  history

UTD

Medications

None

Physical Exam

Temperature (°F): 100.5
Pulse (BPM): 200
Respiration (RPM): 36
Weight (kg): 8.1

Download copy of a real medical record >

NOTE: Medical records show us your pet’s medical history and let us see what we can cover, which allows us to process claims quickly. To keep your pet’s medical records current, you need to get them a checkup when you first sign up, then once every policy year after that.

How to submit missing documents

See what your claim is missing

Start by checking your inbox for an email with the subject line “ACTION NEEDED: Documents missing.” It gives an exact breakdown of everything we still need in order to process your claim.

(Most of the time, the documents we’re missing are detailed medical records from your pet’s most recent checkup, including any exam notes and lab results. Your vet may refer to these records as “SOAP notes.”)

Get the missing documents

If you already have what we’re asking for, skip ahead to step #3. If you don’t, reach out to your vet’s office to have them email you the additional documents.

How to submit your claim

To submit your additional documents, either click here or follow these instructions:

  • Make sure you’re logged into the app or your online account

  • Go to Claims

  • You’ll see a “Missing docs” alert on the Claims tab

  • Hit Upload to submit your missing documents

Understanding your claim reimbursement

There are two main factors that determine your reimbursement for approved claims: your deductible and your reimbursement rate, both of which you chose when you signed up.

Deductible
Your deductible is the amount of veterinary care you need to pay for yourself each year before we can reimburse you for claims. So if your annual deductible is $300, you have to pay for $300 worth of approved veterinary care before we can start reimbursing you.

Reimbursement rate
Your reimbursement rate is the percentage of an approved claim total that we can cover. For example, if your reimbursement rate is 80% and you submit a claim for $500, we can cover up to $400.

Here’s an example:

Let's say you submit a claim for $1,000 with a $300 deductible and an 80% reimbursement rate. (To keep things simple, let's also say that everything in the claim can be covered.)

$1,000 in claimed services x 80% reimbursement rate gives you a maximum possible reimbursement of $800.

If you hadn't made any progress towards your deductible yet — in other words, if your deductible was still at $300 — you would receive $500 ($800 minus $300). But if you had already met the deductible, you would receive the full $800.

How to set up direct deposit

Direct deposit gets you paid back 5-10 days faster than checks do. Payments are secure, and there are no hidden fees.

To set up direct deposit, either click here or follow these instructions:

  • Grab your debit card

  • Make sure you’re logged into the app or your online account

  • Go to Account

  • Go to Billing

  • Go to Preferred Reimbursement Method

If you're in Canada and want to set up direct deposit, please enter your debit card’s expiration date and CVV code and put your postal code in the zip code field.

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