petplan pet insurance claims frequently asked questions
How do I file a claim?
Filing a pet insurance claim with Petplan is easy. Simply:
1Log in to your policyholder account portal
2Print a personalized, pre-filled claim form, barcoded for fast processing
3Complete and sign the form as directed
4Fax it to 1-866-599-4654 or email it to us at firstname.lastname@example.org. You can also submit it via our Petplan App for iOS or Android.
5Remember 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.
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 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 1-866-467-3875, 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?
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.”