How to Make a Pet Insurance Claim

Hi, I'm Dr. Emma – Let's Make Sure Your Pet Insurance Claim Goes Smoothly

Filing a pet insurance claim can feel like just another chore during an already stressful time — especially if your pet is unwell or recovering from an accident. That's why I've put together this step-by-step guide to help you stay organised, avoid delays, and increase the chances of a successful payout from your insurance provider.

What to Check Before You Claim

Before you submit anything, it's important to confirm your treatment is actually eligible for reimbursement. Here's what to double-check:

• Your policy is active: Make sure your premiums are up to date and your policy hasn't lapsed.
• The condition is covered: Review your documents to confirm it's not excluded or classed as pre-existing.
• Waiting period is over: Most new policies have a short window (usually 10–14 days) before claims are accepted.
• Understand the excess and co-pay: Know how much you'll be paying out of pocket before your insurer contributes.

What Documents You'll Need

Insurers generally need quite a bit of information to process your claim — especially if it's your first one. Be ready to submit:

• Completed claim form: Available on your insurer's website or by request. Fill it out accurately.
• Detailed vet invoices and receipts: These should break down what your pet was treated for and how much it cost.
• Full medical history: Especially important if it's your first claim or the insurer requests background records.
• Diagnostic test results: Bloodwork, X-rays, or lab results may be required for certain conditions.
• Photos or accident evidence: If your claim relates to an injury or sudden event, evidence can support your case.

Step-by-Step Claim Process

Here's a simple roadmap I often share with clients to keep things stress-free:

1. Notify your insurer early: Call or log into your account as soon as possible after your pet's treatment.
2. Download or request the claim form: Most are available as PDFs or through online portals.
3. Fill out all sections clearly: Include dates, treatment summaries, and match up invoices to the claim form.
4. Submit supporting documents: Attach all the required files — better to include too much than too little.
5. Submit your claim: Most insurers now offer fast online submission, but post is still accepted if needed.
6. Keep copies: Always save digital or paper copies in case you need to follow up or re-send anything.
7. Track your claim: If you don't hear back within 7–10 days, it's perfectly okay to check the status.

Common Reasons Claims Are Rejected

Unfortunately, not every claim gets approved — often due to easily avoidable issues:

• Pre-existing conditions: If you claim for something your pet showed symptoms of before coverage began.
• Waiting period not complete: Claims made too soon after the policy start date may be denied.
• Missing documents: Incomplete forms or lack of medical history can stall or cancel the process.
• Late submission: Most insurers require claims to be made within a certain time limit (e.g., 90 days).
• Non-covered treatments: Treatments like grooming or routine care won't be eligible on most policies.
• Policy exclusions: Always check for breed-specific or treatment-specific exclusions.

Direct Claims vs. Pay and Claim

Some insurers let your vet deal with the insurer directly — others require you to pay upfront and be reimbursed.

Top Tips for a Smooth Claim

• Submit your claim quickly: Don't leave it too long or you risk missing deadlines.
• Be thorough: Double-check the form and include all documents upfront to avoid delays.
• Keep good records: Maintain a file with vet receipts, invoices, and medical summaries.
• Stay in touch: Don't hesitate to call your insurer if you're unsure or haven't heard back.
• Work with your vet: Most clinics are happy to help you fill out the claim form properly.