frequently asked
     questions

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, 1 International Plaza, Suite 140, Philadelphia, PA 19113. Please remember to make copies of your completed claim form and supporting invoices for your own records.  

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. 

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

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.

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.

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%.

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.”