Frequently Asked Questions

If you are aware that your pet has a congenital condition before you enroll in pet insurance, this condition would be considered pre-existing.

There are many types of congenital conditions that do not become apparent until sometime after birth. Healthy Paws will cover these types of congenital conditions as long as there were no clinical signs or symptoms present before enrollment or during any applicable waiting periods.

To review a sample policy, please click here and enter the applicable state.

If your pet's complete medical records review shows no history of a cruciate ligament problem, and no history of limping, the injury is eligible for coverage. However, if your pet has shown lameness, or a full/partial tear before enrollment or during any applicable waiting period as defined above, on either side prior to enrollment, the other side is also excluded from coverage.

The cruciate ligament is the only bilateral* exclusion in the policy.

*Bilateral: having or relating to two sides; affecting both sides.

To review a sample policy, please click here and enter the applicable state.

To review a sample policy, please click here and enter the applicable state.

If your pet is diagnosed with an intestinal parasite prior to enrollment or during any applicable waiting period, the plan would not cover any follow-up care to this condition, including the recheck of the fecal sample or refill of medications.

However, as long as the parasite has been cleared up, your pet has had a negative fecal exam, and an exam where the stools were normal, then future instances of this condition would be eligible for coverage.

To review a sample policy, please click here and enter the applicable state.

If your pet is being treated for an ear infection prior to your coverage taking effect, the plan would be unable to provide coverage for any follow-up care to this condition. If your pet has a history of recurring ear infections, the plan would not be able to cover ear infections in the future.

If your pet had an ear infection prior to your coverage taking effect but does not have a chronic history of such infections or an underlying condition such as allergies suspected of causing infections, coverage may be available for future ear infections.

To review a sample policy, please click here and enter the applicable state.

Since urinary blockages have a high propensity to recur and are usually caused by underlying urinary issues, this would be considered a pre-existing condition if your pet was diagnosed with the blockage before enrolling. In that event, it would be unlikely the Healthy Paws plan would be able to provide coverage for urinary issues for your pet.

To review a sample policy, please click here and enter the applicable state.

If your cat had a bacterial urinary tract infection (UTI) when he/she was a kitten and it was resolved with antibiotics and without a special urinary diet, then the pet insurance plan may cover urinary tract infections in the future.

If your cat had a urinary tract infection with crystals prior to your enrollment (urinary crystals have a high propensity to recur and need further treatment or maintenance with a special urinary diet), the plan would be unable to cover urinary issues for your cat in the future.

To review a sample policy, please click here and enter the applicable state.

If the urinary tract infection (UTI) was an acute infection that resolved completely with antibiotics, the plan may provide coverage. If there are underlying urinary issues or your dog continues to experience chronic UTIs, this would likely be considered pre-existing. The pet's medical history would be reviewed to determine coverage eligibility.

To review a sample policy, please click here and enter the applicable state.

Choose your state: Alabama Alaska Arizona Arkansas California Colorado Connecticut Delaware District Of Columbia Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska Nevada New Hampshire New Jersey New Mexico New York North Carolina North Dakota Ohio Oklahoma Oregon Pennsylvania Rhode Island South Carolina South Dakota Tennessee Texas Utah Vermont Virginia Washington West Virginia Wisconsin Wyoming

You may use the rescue group's or shelter's adoption physical exam if you have documentation of the examination, including the doctor's notes. If you are unsure if the adoption physical satisfies the policy requirement, you may fax us a copy of the records to review. We will inform you if this exam satisfies the policy requirements or if another examination is required.

Please note that many adoption agreements recommend that your new furry family member gets a complete physical examination from your veterinarian, typically within 72 hours. This exam would satisfy the policy requirements for an enrollment clinical exam.

If you cannot get a copy of your pet's records from the adoption facility, it may delay the processing of your claim and possibly affect your coverage.

You can expect:

• You have the option to choose any licensed veterinarian. This includes specialists and emergency animal hospitals.
• After paying for the treatment in full, submit a copy of your paid invoice to Healthy Paws for review.

While you're helping your pet get better, we'll work on getting your claim processed.

A claim form is not required for claims processing.You can simply submit your claim by taking a photo of your invoice and uploading it through our online Customer Center or Healthy Paws Mobile App.

If you would like a claim form, you can download a pre-populated, personalized form in the My Account section of our website.

If you prefer, you can also submit your invoice(s) and supporting medical documents to claims@healthypawspetinsurance.com

fax (888-228-4129), or mail to:
Healthy Paws Pet Insurance
P.O. Box 50034
Bellevue, WA 98015

If you have questions you can email us at claims@healthypawspetinsurance.com or click here.

We are available Monday-Friday from 7:00am to 4:00pm PT and Saturday 8:00am to 5:00pm PT. We are closed on Sunday and Healthy Paws recognized holidays.

Yes! To maximize the annual deductible, we recommend that you submit all claims pertaining to new accidents, illnesses and injuries.

The annual deductible is by "coverage term" which is the twelve (12) month period that begins with the effective date of coverage and continues for each twelve (12) month period thereafter.

Reimbursements are based on your actual veterinary bills. Claims representatives determine the total of the covered treatments, if any, and multiply that by your reimbursement rate. They then subtract your remaining annual deductible.

Your pet's deductible is annual, meaning it must be satisfied only once per policy term and resets on the anniversary of your pet's enrollment.

To review a sample policy, please click here and enter the applicable state.

Medical records for your pet include doctor's notes, laboratory results, and other documentation regarding all of your pet's visits to the veterinarian. These notes are kept by your veterinarian and are not typically sent home with you. If you are filing your first claim, the claims representatives need to review your pet's complete medical records. Please request your pet's full medical records from your veterinary office.

You can upload medical records or other documentation using the Upload Medical Records feature in your Customer Center.

Your veterinarian may also submit these records by emailing to records@healthypawspetinsurance.com or faxing to 844-333-0739.

There are two options for you to receive your reimbursements - Check or Direct Deposit.

Claim Reimbursement Method: Checks

• Checks are mailed in an envelope with "Return Service Requested" and with this service, the USPS will not forward or hold the checks. To ensure that your reimbursement check(s) arrive in a timely manner, please make sure to keep your mailing address up to date. If you need to make any changes to your mailing address, you may do so in your online Customer Center.
• A check is valid for 6 months from the date it is issued.
• Checks that have not been cashed and are 9 months past the date they were issued are sent to our corporate escheatment department. Replacement of these reimbursements can take several months to process.

Claim Reimbursement Method: Direct Deposit

• Direct Deposits are issued via Automated Clearing House (ACH).
• Many banks use a different routing number for ACH transfers than the routing number on your checks, and/or require the zeros at the beginning of your account number to be included. Please confirm both the correct ACH routing number and full account number with your bank prior to enrolling.
• You may enroll for direct deposit via your online Customer Center. For security purposes, we are not able to enter or update your banking information.

If a claim is approved, any reimbursement due will be issued on average within 24 business hours.

Reimbursement via a mailed check can take up to 15 days to reach you, depending on your location.

Reimbursement via direct deposit may take up to 10 days to process depending on your bank or financial institution.

To review or change your reimbursement method, just click My Account and 'Change Reimbursement Info' in your Customer Center.

In situations where you cannot pay your vet at the time of treatment, you may contact us to request payment directly to your vet in the event of a covered claim. You must make your request for direct payment in advance of the treatment to allow our claims team time to coordinate direct payment. Approval for direct payment does not mean a claim will be covered, and you will remain responsible for all amounts due.

In the event of approval on a covered claim, if your veterinary hospital is willing to accept direct payment, we can work with them to expedite access to your pet's medical records and the processing of your claim. This direct payment option is available for any licensed vet across the United States; it is not limited to any specific network of vets.

Direct payment on covered claims is available during business hours. Please call (855) 898-8991 and select the option to speak with a Claims Representative.

Congratulations on a new addition to the family!

You can use the Add a Pet feature in the Customer Center to add your new pet to your policy.

The annual deductible is by "coverage term." For example, if your policy became effective on May 25, 2022, your coverage term would last through May 24, 2023.

You can view examples of claim reimbursement calculations here.

To maximize the annual deductible, we recommend that you submit all claims pertaining to accidents, illnesses and injuries.

To review a sample policy, please click here and enter the applicable state.

Yes. You can lower your deductible and raise your reimbursement level as long as you have not submitted any claims. This would result in lower out-of-pocket expenses and a higher reimbursement, and correspondingly, a higher monthly premium.

If you have submitted any claims, you will only be able to lower your reimbursement and raise your deductible.

You can view your reimbursement and deductible options by clicking Pet Policies in your customer center to change your policy options, subject to the policy terms and conditions.

To review a sample policy, please click here and enter the applicable state.

If you would like to decrease the cost of your monthly premium, you can do this by lowering your reimbursement level and/or raising your deductible.

You can view your reimbursement and deductible options by clicking Pet Policies in your customer center to change your policy options, subject to the policy terms and conditions.

To review a sample policy, please click here and enter the applicable state.

To update your profile or billing information, please visit our website and select Sign In.

Log in with your email address and Healthy Paws password. There is assistance if you've forgotten your password.

Once you have logged in, choose My Account and select the information you would like to update.

Your monthly premium will be charged automatically to your credit or debit card each month on the same date that you enrolled. For example, if you enrolled on the 15th of the month, all payments moving forward will be deducted from the card on file on the 15th of each month.

For Pet Parents that enroll on or during the 28th to 31st of the month, the billing date defaults to the 28th because of February.

We currently accept any debit or credit cards issued by VISA, MasterCard, American Express, and Discover.

In accordance with the terms of the Pet Health Insurance Policy and the associated rating rules, monthly premiums may change for all policyholders. Premiums are determined based on the rates and rating rules filed with and approved by (as applicable), each state's insurance regulator, which reflect the cost of treatment advances in veterinary medicine, individual pet's breed, gender, age, and other factors, in addition to the overall claims experience for the program within the region where the pet resides. Premium increases are not based on your individual claim submissions.

We'd sure be sorry to see you go, but if you still want to cancel your policy, you can let us know via regular mail, fax, email or verbally. Once the account is canceled, you will no longer have access to the online Customer Center. Learn more about canceling your Healthy Paws plan here.