• frequently asked
         questions

  • faq

Claims

  • How do I file a claim?
  • Filing a claim with Petplan is easy. Simply:

    1) Log in to your policyholder account
    2) Print a personalized, pre-filled claim form, barcoded for fast processing
    3) Complete and sign the form as directed
    4) Fax, email us at claims(at)gopetplan(dot)com or mail your claim to us
    5) Remember to include your paid itemized receipts + medical records release form

    If this is your pet’s first claim, please sign and forward a copy of the Medical Record Release Form to all veterinarians (including specialist and emergency vets) that your pet has visited for at least the past two years (or for as long as you have had your pet).

    For fastest processing, please fax your completed claims submission to 1-866-599-4654.

    If you prefer to submit your claim to us by mail, please send your claim form, original vet invoice(s) and supporting documentation to Claims Department, Petplan, 3805 West Chester Pike, Suite 240, Newtown Square, PA 19073. Please remember to make copies of your completed claim form and supporting invoices for your own records.  

  • How long does it take to process a claim?
  • Our terms and conditions indicate that claims will be paid within 30 days of receiving a complete claim submission, including all required medical records, invoices and a signed claim form. At Petplan, we strive to pay claims as swiftly as possible for increased peace of mind and customer satisfaction. We are proud to consistently pay claims long before the time suggested in our terms and conditions, typically within five to 14 days. 
  • Will anything delay reimbursement for my claim?
  • As part of our commitment to excellence in customer service, we continually strive to process all claims reimbursements within a few days of receiving a complete claim submission. However, partially completed forms or claims with missing information critical to assessing your claim, such as missing invoices or incomplete medical records, will be returned for resubmission and, as a result, may delay reimbursement. 

  • How can I get a new claims form?
  • You can download a blank claim form, personalized with all your important policy information, from the “my claims” area of your online policyholder account.   

  • How long after the date of treatment do I have to file a claim?
  • We appreciate that with a sick pet, the last thing you want to be thinking about is filing a claim. That’s why we allow 90 days from the date of treatment shown on the itemized bill for submitting a claim.

  • Do I need pre-authorization from Petplan before my pet is treated?
  • No. Pre-authorization is not required by Petplan for your pet to be treated. However, if you are seeking increased financial peace of mind before you commit to an expensive treatment for your pet, we do offer pre-authorization as a service to you.  To request a pre-authorization form, please call one of our Happiness Managers at 1-866-467-3875, or download one from the "important documents" area of your policyholder account.

  • Can I submit a claim for multiple visits for the same medical condition?
  • Of course! We only ask that you please be sure to list all dates of invoices and amounts paid on section three (3) of your claim form.
  • How does the deductible work?
  • To provide you with the best-value premium, Petplan uses a per-condition deductible. This means your selected deductible will be subtracted from your reimbursement amount for each separate condition, per policy year. If you file multiple claims for the same condition (e.g. three (3) claims for treatment related to one foreign body ingestion), your deductible will only be applied once, providing all treatment took place within one policy year.  If you file claims for multiple unrelated conditions (e.g. one (1) ear infection claim and one (1) foreign body ingestion), your deductible will be applied for each claim. Both your annual limits and your selected deductible will be reset at renewal.
  • Why was part of my reimbursement paid at 80%?
  • Specialized treatments are reimbursed at 80%, except in medical emergencies, as defined by a veterinarian. If you have selected a 90% or 100% reimbursement level for your policy, your regular vet fees will be reimbursed at your selected level, and all specialist treatments will be reimbursed at 80%. If you have selected 80% reimbursement for your policy, both specialized and non-specialized treatments will be reimbursed at 80%.

  • What is considered specialized treatment?
  • Petplan policies define specialized treatment as “any veterinary treatment administered by a specialist vet or at a specialist or referral veterinary facility, after-hours veterinary facility, or accredited school/college of veterinary medicine.”

  • Can I track the status of my claims?
  • Yes! You can see the status of your claims at any time by logging in to your online policyholder account and clicking on “my claims.”
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