Frequently Asked Questions

Billing

Q:	How do I update my payment information?
A:	You may call 866-937-PETS (7387). You should allow 10 days for the change to take effect. You will need to send a voided check to verify a change of address.

Q:	When will you debit my credit card?
A:	Your card will be debited within 48 hours of your policy's activation.

Q:	What kinds of payment plans are available?
A:	There are two options: You may pay in full with a check, money order or credit card. Or you may make monthly payments that are automatically charged to your credit card or debit card.

Cancellation

Q:	How do I cancel my coverage?
A:	All cancellation requests must be put in writing with a signature and forwarded to PetFirst. You may fax your cancellation request to 877-281-3348 or mail your cancellation request to PetFirst Healthcare Attn: Cancellations One Quartermaster Court Jeffersonville, IN 47130

Q:	What happens if my pet dies?
A:	You will be refunded based on the unearned amount of the premium paid. We request that you send written notification of such an event by mail within 15 days.

Q:	Can I transfer this pet insurance policy to a new owner?
A:	We must receive a written statement from you by mail providing the new owner's name, complete address, home and work telephone numbers. We can only accept payments from a person who is the legal owner of the policy.

Q:	Is coverage ever cancelled because my pet has reached a certain age?
A:	No, pets are eligible for coverage from the age of 8 weeks to 9 years old. If a pet is covered with a PetFirst policy, they will not be cancelled when they turn 10.

Claims

Q:	How do I file a claim?
A:	It is easy to file a PetFirst Healthcare claim. Complete instruction for filing claims are on the PetFirst claim form.

Q:	Is there a deductible or co-pay as part of the policy coverage provided by a PetFirst Healthcare plan?
A:	There is a $50 deductible per incident for accidents and illnesses that must first be satisfied before claims are paid for veterinarian services to a pet owner. There is no deductible for supplemental benefits or routine care coverage. After the deductible is satisfied, PetFirst Healthcare plans pay 90% of any covered treatment and of any supplemental benefit.

Q:	What is an incident?
A:	A single incident can include several diagnoses. For example, if a pet has been hit by a car and incurs multiple injuries, each of these individual injuries would serve as a diagnosis, but all would derive from one incident.

Q:	How long does it take to process a claim?
A:	Our processing time is 10 business days once we have all of the needed information.

Q:	Do you cover diagnostic testing?
A:	Yes. As long as the medical condition is covered by the policy, we would reimburse up to the per incident limit less the deductible and co-pay.

Q:	How long do I have to file a claim?
A:	You have 180 days from the treatment date if claiming an accident, illness, or routine care coverage. If filing a supplemental benefit claim, you have 180 days from the receipt date for services provided.

Q:	Do you always need medical records to process my veterinary claims?
A:	No. However, sometimes medical records are necessary to expedite the processing of your claim. If when you make your first claim, the policy has been active less than six months, we ask that you provide your pet's medical history for the last 12 months.

Q:	Who is responsible for acquiring the medical records?
A:	The pet owner has the responsibility of securing their pet's medical records and submitting them to PetFirst Healthcare.

Q:	Will I receive an explanation of how my claim was processed?
A:	You will receive a letter explaining the conditions or treatments for which benefits were paid or denied. If the claim has been processed for payment, the letter will be accompanied by a claims check.

Q:	Who is responsible for submitting claims for my pets?
A:	The pet owner has the responsibility of submitting claims by mail.

Coverage

Q:	Do all veterinarians accept this pet insurance?
A:	Yes. Because PetFirst Healthcare is a reimbursement program, policyholders are free to use any licensed veterinarian within the U.S.

Q:	Is there a multiple pet program available?
A:	Yes, the Family Plan is designed especially for multi-pet households. With this option, you insure up to three pets under one plan for a fraction of the cost. Your family coverage may include cats, dogs or a blend of the two.

Q:	If my veterinarian refers my pet to a specialist, are the specialist's services covered by PetFirst Healthcare plans?
A:	Yes. PetFirst Healthcare plans offer coverage for treatment from any licensed veterinarian nationwide. This includes specialists and urgent care centers.

Q:	What is a pre-existing condition?
A:	A pre-existing condition is any illness, accident or injury that has contracted, manifested or incurred prior to the effective date of your policy. Pre-existing conditions are not covered by PetFirst Healthcare plans.

Q:	Does PetFirst Healthcare cover elective surgeries?
A:	The PetFirst Healthcare policies cover thousands of medical problems and conditions, but they do not cover cosmetic or preventative surgeries. Declawing, dew claw removal, anal sac removal, ear cropping or tail docking are a few of the elective procedures which are not covered under PetFirst Healthcare coverage.

Q:	Are dental and vision covered in PetFirst plans?
A:	The PetFirst Healthcare plans cover trauma to a pet's teeth and eyes if the condition occurred after the policy became effective. However, deciduous (baby teeth) extractions are excluded. Any other injury would be eligible.

Q:	How are prescriptions and medications paid on your policy plans?
A:	Medications are reimbursed according to the medical condition that has been diagnosed.

Q:	If it is medically necessary, is euthanasia covered?
A:	Yes.

Q:	Does the policy cover all types of cancer?
A:	Yes, except cancer that is determined to be hereditary or a result of a pre-existing condition.

Q:	If I purchase one kind of plan, can I upgrade to a higher level of coverage at a later time?
A:	Yes, all plans can be upgraded at renewal.

Enrollment

Q:	Can you still enroll pets with pre-existing conditions?
A:	Yes, we can enroll pets with pre-existing conditions, but those conditions should be disclosed at the time of enrollment. PetFirst will not provide coverage for treatment of any condition determined to be pre-existing.

Q:	Can I add another pet to my existing policy?
A:	Yes.

Q:	Do you insure other animals besides cats and dogs?
A:	We exclusively insure dogs and cats.

Q:	Can a pet insurance policy be purchased as a gift?
A:	Yes.

Q:	Must a pet be of certain age before it can be enrolled for protection?
A:	For initial enrollment, cats and dogs must be older than 8 weeks but younger than 10 years.

Is there a waiting period for my policy to become effective?

Once your application is complete and accepted by PetFirst Healthcare, there is a 14-day waiting period on illness protection. The waiting period will begin the day the application is approved and payment is received. Accident or routine care protection begins at midnight following the policy activation. If your pet becomes ill during the waiting period, this condition will be considered pre-existing and will not be covered by PetFirst Healthcare. Even if you wait to seek treatment until after the waiting period has expired, the condition will not be covered.