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Everything you need to know about filing a claim

The fastest, easiest way to submit a claim is through the app or your online account. Here’s how it works.

How to submit a claim

Get your paperwork together

All claims require two things: your pet’s medical records (exam notes, lab results and any other checkup information) and a paid itemized invoice from your vet (a detailed paid bill tied to your claim).

Log into your account to submit a claim

From your account in our mobile app or the member portal on our website, you can easily file a claim and check the status of an existing claim.

Get paid back

Your claim will be assigned to an agent within 24 hours. Once approved, we’ll let you know how much you’ll be reimbursed and start processing your payment. If your claim is denied, we’ll let you know why.

Know the difference between medical records and invoices

You need two things to submit a claim: your pet’s medical records and any invoices tied to your claim. Here’s a quick breakdown of each document and how to get them, so your submission process is smooth and easy.

Medical records

Your pet’s medical records are a report of their yearly wellness checkups (this includes exam notes, lab results and any medical information), a history of previous diagnosis and vaccination records. It’s not the records of the treatment tied to your invoice.

ABC Animal Hospital
123 Main St
Any town, USA

John Jones
Spot, 2-year-old pug


-Suspect FIC episode


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

Vaccination  history




Physical Exam

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

Download copy of a real medical record >


Your invoice is an itemized bill from your vet that shows proof of payment. It confirms the services and products you were charged during the vet visit tied to your claim. The invoice must show a zero balance or that it was paid in full for us to accept it.

ABC Animal Hospital
123 Main St
Any town, USA

John Jones
Spot, 2-year-old pug






Exam fee






Surgery: foreign object removal



Total Invoice


Total Payments


Balance due


Download copy of a real invoice >

How to submit missing documents

Not sure how to submit your pet’s medical records or a paid invoice?
We’ve got you.

Find out which documents are missing

You should have a message from us letting you know exactly what documents are missing from your claim (typically your pet’s medical records or your paid itemized invoice). Make sure your email address is up to date to ensure you receive all the claims notifications.

Gather your missing documents and upload them online or in our app

If you don’t have the missing documents, call or email your vet and have them email you copies. You can then download those documents from your email and upload them to your existing claim in your online account or our app. Do not open a new claim for these documents.

Get confirmation of your completed claim

Once you submit the missing documents, we'll take a look and send you a confirmation email to let you know that we received your missing documents. We’ll send you an additional note if we’re still missing important information. When we have everything, your claim will be processed in about 15 days.

Understanding your claim

When you signed up, you chose three specific numbers:

  • Annual coverage amount: the maximum amount you can be paid back each year
  • Annual deductible: the amount you’re responsible for before insurance kicks in
  • Reimbursement: the percentage you get paid back for each covered vet visit (either 70%, 80% or 90%)

Those three numbers determined your premium and how we’ll calculate
your reimbursement.

Here’s an example:

Let’s say you have a policy with a 90% reimbursement rate and a $300 deductible ...

After taking your pup to the vet for an illness, you pay a $600 bill.

$600 bill


90% reimbursement rate




A 90% reimbursement level brings the bill to $540 reimbursement.

A $300 deductible, with the full amount remaining, would bring your reimbursement to $240. But, if the deductible was already met, the reimbursement would be $540.

Pro tip: Add your debit card to get paid back as fast as possible.

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