Petplan pet insurance FAQ

What is pet insurance?

Pet health insurance helps you pay for unexpected veterinary expenses due to accidents or illnesses. So, if your pet gets injured or becomes ill, Petplan helps pick up the bill. For more information about how Petplan pet insurance can help protect you against unexpected vet bills, visit our Why Petplan page.

Why do I need it?

Every six seconds, a pet parent is faced with a vet bill for more than $1,000. And one in three pets will need unexpected veterinary care each year. Petplan pet insurance can help provide peace of mind that should your pet get sick or injured, your costs can be covered.

What does it cost?

For a free, no-obligation pet insurance quote customized for your pet, get a quote.

Who underwrites Petplan's insurance policies in the United States?

Petplan insurance policies are administered by Fetch Insurance Services, LLC (Fetch Insurance Agency, LLC in Michigan), d/b/a Petplan (Petplan Insurance Agency, LLC in California) and underwritten by XL Specialty Insurance Company, a Stamford, CT Insurance Company, A.M. Best rated A+ and AGCS Marine Insurance Company, a Chicago, IL Insurance Company, A.M. Best rated A+ and a member of the Allianz Group, in the U.S. and XL Specialty Insurance Company - Canadian Branch in Canada.

Why should I choose a Petplan policy over any other pet insurance policies?

Petplan is consistently recognized as a top rated pet insurance provider, and is recommended by pet owners, veterinarians and pedigree pet breeders worldwide. Petplan is proud to offer coverage for congenital, hereditary and chronic conditions as standard.

See how Petplan stacks up against other pet insurance providers in a pet insurance comparison.

How do I file a claim?

Filing a pet insurance claim with Petplan is easy. Simply:

• Log in to your policyholder account portal
• Print a personalized, pre-filled claim form, barcoded for fast processing
• Complete and sign the form as directed
• Fax it to 1-866-599-4654 or email it to us at claims@gopetplan.com. You can also submit it via our Petplan App for iOS or Android.
• 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).

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.

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 find the claim form under the "view policy documents" section within your online policyholder account, to the right of your pet's name.

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 1-855-473-1557, 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?

Annual Deductible

An annual Deductible is applied once per policy term to all covered conditions.

Per-Condition Deductible

A per-condition deductible is applied to each separate condition during the policy term, and can help keep your premium low.

If you file multiple claims for the same condition (e.g. three 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 ear infection claim and one foreign body ingestion), your deductible will be applied for each claim.

For both deductible types, both your annual limits and your selected deductible will be reset at renewal.

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.”

Is there an enrollment fee?

No, there is no enrollment fee with Petplan.

When does my Petplan policy become effective?

Petplan policies are effective at 12:01am (EST) the day after enrollment.

There is a fifteen (15) day waiting period after the effective date of the policy during which we will not cover any injury illness of your pet. There is a (6) month exclusionary period on hip dysplasia and cruciates and patellas. Waiting periods and exclusionary periods may vary depending on state. Refer to your Terms and Conditions for specific details*.

Is it possible for any of the waiting periods to be waived?

Yes! To provide you with ultimate peace of mind, we offer an option to have the six (6) month cruciate exclusion waived. Coverage will be afforded if your pet is examined by a veterinarian within the first thirty (30) days of the policy and the medical record specifically notes your pet does not have any pre-existing conditions relating to the knees, subject to the waiting period.

If your pet has received treatment or has shown clinical signs of a cruciate or soft tissue injury to one knee prior to the effective date of this policy or during the first 6 months of this policy, where no certificate of knee health has been provided, then the other knee is automatically excluded from coverage.

Are medical history records required as a part of the enrollment process?

While all applications are subject to underwriting review, medical records are not typically required for Petplan pet insurance enrollment. Based on your pet’s medical history, records may be requested if: your pet is currently taking medication; your pet has had a recent injury or illness; you are re-enrolling your pet with a Petplan policy after there has been a break in coverage.

Can I get pet insurance for an older pet?

Yes! We have no upper age limits on enrollment, which means any dog or cat over the age of six (6) weeks can be protected with Petplan pet insurance. Policy reimbursement options may be limited for pets enrolling at age 10 or older.

What if I am unsure of my pet's birth date?

If you do not know your pet’s exact date of birth, simply provide your best estimate. If you do not know the approximate age of your pet, your veterinarian will be able to give you an estimate based on a physical examination. Please email Customer Care or call 1.855.473.1557 and one of our Happiness Managers will be delighted to help you!

Are discounts available on Petplan policies?

Petplan offers pet insurance discounts to registered medical services pets, veterans and serving military members in the United States. Call 1-855-437-3535 to learn more.

Does Petplan offer a money back guarantee?

If you notify us within the first thirty (30) days from the effective date shown on the declarations page, and you have not submitted any claim against this policy, we will refund the entire premium. After thirty (30) days, we will return the pro rata premium based upon the date of termination of this policy. Full refund may vary by state.

What do pet insurance policies cover?

Petplan provides comprehensive coverage for the reimbursement of veterinary fees due to accident, injury or illness, including chronic and hereditary conditions.

Coverage under a Petplan policy includes, but is not limited to: laboratory and diagnostic testing – including specialized chemistry and hematology; surgery – including all hip and CCL surgical techniques; prescription medications for life – including all brand names like Atopica®, Rimadyl® and Denamarin®; non-routine dental treatment – such as tooth extraction and root canal therapy; referral and specialist treatment – all specialties including surgery, oncology, cardiology, ophthalmology, dermatology, dentistry and neurology; imaging – including MRI and CAT scans; rehabilitation – any rehab performed at a veterinary facility; alternative therapies – including veterinary acupuncture, homeopathy and chiropractic therapies.

As with all pet health insurance policies, pre-existing conditions are not covered.

What is a pre-existing condition?

At Petplan, we define a pre-existing condition as a medical condition which first occurred or showed clinical sign(s) before the effective date of this policy or which occurred or showed clinical sign(s) during the policy waiting period.

However, we also recognize that there are two types of conditions: curable medical conditions and incurable medical conditions. Incurable medical conditions that first occurred or showed clinical sign(s) before the effective date of this policy or which occurred or showed clinical sign(s) during the policy waiting period are not eligible for coverage.

Curable medical conditions, which we define as any medical condition or injury that can be completely resolved without recurrence or any manifestations of clinical signs, may be eligible for future coverage after a 365-day curable exclusionary period. Please refer to your policy Terms and Conditions for more information.

What is a curable exclusionary period?

There is a three hundred sixty-five (365) day exclusionary period for any curable medical condition Period that is observed, recorded, or identified up to three hundred sixty-five (365) days prior to the original inception date of the policy or during the waiting period. A second three hundred sixty-five (365) day exclusionary period will apply if the curable medical condition reoccurs within the first three hundred sixty-five (365) days after the original inception date of the policy. If the same curable medical condition reoccurs during the second exclusionary period, then it will be excluded from coverage for the life of your pet.

How do my deductible and co-pay work?

In order to provide the greatest financial flexibility, Petplan offers a choice of deductible and co-pay options. Pets aged 10 and older at enrollment may have limited reimbursement options.

Annual Deductible

An annual deductible is applied once per policy term to all covered conditions.

Per-Condition Deductible

Unlike an annual deductible, a per-condition deductible is applied to each separate condition during the policy term, and can help keep your premium low if you elect this option.

If you file multiple claims for the same condition (e.g. three 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 ear infection claim and one foreign body ingestion), your deductible will be applied for each claim.

For both deductible types, both your annual limits and your selected deductible will be reset at renewal.

Can I continue to use my current veterinarian with Petplan pet insurance?

Yes! Petplan allows you to use any licensed veterinarian anywhere in the U.S. or Canada. So if you are out of town or on vacation with your pet, you can still visit the veterinarian for the treatment you need.

Does Petplan cover routine care?

No, Petplan pet insurance does not cover routine care. Our policy is designed to give you comprehensive protection against unexpected vet bills for injuries and illnesses.

Does Petplan cover prescription medications?

Yes! Coverage for prescribed drugs (up to a 90-day supply at a time) is included in all Petplan policies, provided the medications have been prescribed by the treating veterinarian as treatment for a covered injury, illness, accident or behavioral disorder.

Does Petplan cover diagnostic testing?

Yes! Providing the treating veterinarian felt the testing was necessary as part of investigating your pet’s illness or injury, diagnostic testing costs are covered by your Petplan policy. Please note, however, that testing and treatment for pre-existing conditions, or for any complications of conditions that are excluded or limited by the policy, such as elective surgery, would not be covered.

Does pet insurance cover behavioral fees for pets?

Yes! Petplan offers $1,000 in coverage* per policy term for consultations with a licensed veterinarian to diagnose and treat behavioral disorders where an underlying medical condition is the cause of the issue. Coverage does not apply to obedience training. For fastest claims processing, we request that your vet indicate the necessity for the behavioral therapy in your pet’s medical records.

Does Petplan cover holistic and alternative therapy?

Yes! Because we realize your pet may require more than conventional treatments to fully recover, we will cover holistic and alternative therapies, like acupuncture, aromatherapy, veterinary chiropractic treatments, and homeopathic therapy provided they are administered by a licensed veterinarian to treat an injury or illness.

Does Petplan cover elective surgeries?

Petplan's policies do not cover elective procedures such as cosmetic or preventive surgeries, unless required by a veterinarian to treat a covered injury or illness. Examples of elective procedures include, but are not limited to: de-clawing, dew claw removal, anal sac removal, prophylactic gastropexy, ear cropping and tail docking.

Does Petplan cover spaying or neutering?

No, Petplan does not cover spaying or neutering.

Does Petplan cover teeth cleaning?

No. Teeth cleaning is usually considered preventive or routine care, which is not covered by Petplan or any other pet insurance plan. However, Petplan does cover dental injuries and disease to all teeth.

Does Petplan cover cremation?

Petplan does not cover cremation.

If you would like further information regarding our policies regarding elective procedures please email Customer Care, or call 1.855.473.1557 to speak with a Happiness Manager.

Can I change my pet insurance coverage during the year?

You may apply to decrease your maximum annual policy coverage or increase your deductible and/or your co-pay at any time during the policy period. This request must be made to us in writing. If we approve, the request will become effective on the first day of the month following approval.

You may apply to increase the maximum annual policy coverage or decrease your deductible and/or your co-pay once a year at renewal, provided that you have not previously filed a claim with us. This request must be in writing and if we approve will become effective upon renewal following approval.

A new declarations page or a change endorsement indicating your new level of coverage may be issued on approval. Any exclusion(s) already on the policy will carry over.

For further questions, please email Customer Care or call 1.855.473.1557.

How do I update my personal information?

You can update your contact information and payment details at any time by logging into your online policyholder account and clicking “account details”.

How do I update my pet’s veterinary information?

You can update your veterinary information at any time by logging into your online policyholder account and clicking “account details > my vets”. If you have recently moved and need help finding a veterinarian for your pet in your new hometown, please use our vet finder for a map of veterinarians in your area!

What happens to my Petplan policy at renewal?

For your peace of mind, we will automatically renew your policy and coverage each year, unless you are otherwise notified.

While we may adjust your policy options at renewal, including the annual amount of coverage, co-pay, deductible and premium, we will never cancel your policy due to your pet’s age, health or claims history. You will be notified of all changes in writing.

Can pet insurance drop you from coverage?

While there are some actions that may cause a pet insurance provider to drop you from coverage, such as non-payment of your premium, Petplan will never cancel your policy simply due to your pet's age, health or claims history.

Can pet insurance be transferred to a new owner?

In some instances, we can transfer a pet’s policy to a new owner. Please submit a written request detailing the new owner's full name, address, city, state, ZIP code and contact number to Customer Care or call 1.855.473.1557 and one of our Happiness Managers will be delighted to help you! We must obtain payment details from the new pet parent before a policy transfer request can be approved.

Can I cancel my policy?

You may cancel your policy at any time during the policy term by contacting us at 1.855.473.1557.

If I cancel my policy for any reason, will I get a refund?

Yes. If you cancel your policy during the first 30 days of your policy, you will receive a full refund, provided that you have not submitted a claim. If you cancel your policy after the first 30 days, your policy will be cancelled effective the date of your written request, and you will be refunded a pro-rated amount of your paid premium less your enrollment fee (if applicable).

I cancelled my policy, but my monthly/quarterly/renewal payment was processed. Why?

If you have recently cancelled or elected to not renew your policy, but a premium payment was deducted from your account, it is likely that your cancellation/non-renewal request was received after your payment installment was scheduled. Please note that a pro-rated refund (from the date of your original request) will be sent to you as soon as your cancellation has been processed.

If I cancel my policy will I be able to reinstate my pet's coverage later?

We would be happy to welcome you and your pet back to the Petplan family at any time. However, after your policy has been cancelled, you will have to complete a new enrollment application to insure your pet again with Petplan. It is important to note that any condition covered under your original Petplan policy, or which occurred during the period your policy had lapsed will be treated as pre-existing under the new policy. Please note that new policy waiting periods will apply.

Can I reinstate my coverage if Petplan cancels my policy due to non-payment?

If your policy is cancelled due to non-payment, you can re-enroll your pet with a Petplan policy, providing your account is up-to-date. You will, however, have to complete a new enrollment application. It is important to note that any condition that occurred during the period your policy had lapsed will be treated as pre-existing under the new policy and that new waiting periods will apply.

What payment methods do you accept?

Payments may be made by credit card (VISA, MasterCard, American Express and Discover) or debit card. For your convenience, we offer annual, quarterly or monthly payment plans. Annual payment plans may be also be paid by check or money order. Please note that monthly and quarterly payment plans are subject to a payment processing fee for each individual transaction or installment.

Can I save money by paying annually?

Yes! You can save if you choose to pay your Petplan policy in full.

How do I update my payment information?

You may update your payment information online by logging into your policyholder account and clicking on account details > manage payment details. You may also update your account information by calling to speak to one of our Happiness Managers at 1.855.473.1557 . We require 10 days notification prior to your next transaction date to ensure the card previously held on file is not charged.

I am on a monthly payment plan; when will my credit/debit card be charged?

If you select a monthly payment plan for your policy, you will be charged one month of premium for your first payment, plus any applicable taxes or fees.

For months two through 11, your credit/debit card will be automatically charged on the same day of the month as your policy effective date. If you started your policy at the end of the month the due date may vary between the 28th and the 1st of the month, depending on the number of days in the month. There are generally 30 days between each monthly payment due.

Your policy will automatically renew every 12 months, at which point you will be charged your new monthly payment amount; however your renewal date and policy term will stay the same.

I am on a quarterly payment plan; when will my credit/debit card be charged?

If you select a quarterly payment plan, your credit/debit card will be charged for three months at the time of purchase, and every three months on the same day of the month as your policy effective date.

How do I renew my policy?

For your convenience, and your pet’s continuous protection, your Petplan policy will renew automatically at the end of your annual policy term and you will be automatically charged on your renewal date. Your renewal date and policy term will stay the same.

Can I change my billing date?

If you would prefer a different automatic billing date for your Petplan policy premium, email Customer Care, or call 1.855.473.1557 to speak to one of our Happiness Managers.

Can I change my payment plan?

Yes! We understand that your budget needs may change from time to time, and so as a service to you we offer the option to change your payment plan (annual, quarterly or monthly) for your Petplan policy. Simply email Customer Care, or call 1.855.473.1557 to speak to one of our Happiness Managers. Please note that we must have your request at least 15 days prior to your originally scheduled payment date to ensure your request is processed prior to your payment being collected.

What happens if I move?

Because pet insurance is regulated state-by-state, we are required to issue a new policy with a new 12-month term if you move to a different state. For your convenience, any unused premium from your previous policy will be transferred to your new policy. Any remaining premium payments due will be applied to the card we currently have on file. If you need to update your address with us, please email Customer Care or call 1.855.473.1557.