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Frequently Asked Questions

At Healthy Paws Pet Insurance, we're here to make it easier for you to care for your pet and easier on both of you if your pet has an unexpected illness or injury. We're also here to make what we do and what we offer easy to understand. Whenever you have a pet insurance question or need to talk through your options with a knowledgeable expert, please email us or call us at 1-855-898-8991.



Pet Insurance Coverage Questions

1. What is covered?

Our plan covers the unexpected things that come up with pet health care, whether that is an accident or illness. So if your pet gets sick or injured, that is what Healthy Paws pet insurance is here for! Our plan has no caps on payouts: no per incident caps, no annual caps and no lifetime caps.

If it's a new accident or illness that first shows signs or symptoms after enrollment, including any applicable waiting periods, it's eligible for coverage. For any covered condition, our policy covers medically necessary veterinary treatments, including but not limited to:

  • Diagnostic testing such as x-rays and blood tests
  • Hospitalization, including any treatments while in the hospital
  • Surgeries
  • Prescription medications

You may use any licensed veterinarian.

For additional information please click here to see policy specific provisions related to this FAQ.

2. Are there any types of caps or maximum limits?

With Healthy Paws, you will have continuous, seamless coverage for the life of the policy, without the concern of any type of per incident, annual or lifetime caps. Ever!

For additional information please click here to see policy specific provisions related to this FAQ.

3. Do you cover hereditary and congenital conditions?
  • Hereditary condition: A condition that is passed down from your pet's parents.
    Examples: Hip Dysplasia, Bladder Stones, Epilepsy, Heart Disease, Degenerative Myelopathy, Brachycephalic Syndrome
  • Congenital condition: Related to things that occurred while your pet was still in utero.
    Examples: Cleft Palate, Umbilical Hernia, Inguinal Hernia, Limb Deformities

Hereditary and congenital conditions are eligible for coverage so long as the signs and symptoms first manifest after enrolling, including any applicable waiting periods.

For additional information please click here to see policy specific provisions related to this FAQ.

4. Do you cover hip dysplasia?

Hip dysplasia is included in coverage at no additional cost to you, as long as the following requirements are met:

  • Your pet is under the age of six (6) at the time of enrollment
  • No clinical signs or symptoms manifest within the first twelve (12) months of continuous coverage.*

*Waiting periods do not apply to the states of Maryland and New Hampshire. For additional information on these states click here.

For additional information please click here to see policy specific provisions related to this FAQ.

5. What is not covered?

For a comprehensive list of policy exclusions and limitations, download a copy of the Healthy Paws Pet Insurance policy here.

The most common exclusions we encounter during the claims review process are:

  • Wellness and preventative care
  • Examination fees
  • Pre-existing conditions
  • Conditions occurring within policy waiting period(s)
  • Dental healthcare
  • Behavioral treatment
  • Non-FDA treatment or supplements
  • Pet diets
  • Day care/boarding
6. Do you cover wellness & preventative care?

Wellness and preventative care is not covered under your Healthy Paws Policy. Our policy is here for the unexpected things — the expenses that you can't budget for annually. You can plan and budget for taking your pet to the veterinarian once or twice a year for their wellness visits.

Some examples of preventative care include:

  • Vaccinations or titer testing, flea control, heartworm medication, de-worming, nail trims, spaying/neutering and grooming
  • Parasite control
  • Dental healthcare including dental cleanings
  • Annual fecal and heartworm testing

For additional information please click here to see policy specific provisions related to this FAQ.

7. Why don't you cover the office visit (examination fee)?

By making the office visit part of the pet parent's financial responsibility, we can offer our comprehensive accident and illness plan with no caps on payouts at a more affordable monthly premium. Think about it like a copay when you see a doctor.

All fees related to the professional opinion of a veterinarian are also excluded.
(Examples of charges include: Examination, Medical Progress Exam, Recheck, Consultation, Specialist Consult, Emergency Exam, Office Call)

For additional information please click here to see policy specific provisions related to this FAQ.

8. Can I get my pet's dental health care covered?

We are able to provide coverage for dental care related to traumatic injury, such as chipping a tooth while chewing a bone. When there is damage to the mouth from an outside source, we can cover the cost of extraction or reconstruction of damaged teeth. Dental cleaning or extractions related to dental decay are excluded from coverage.

9. Do you cover RX diets?

We cover unexpected treatment costs such as diagnostic testing, hospitalization, surgery and FDA-approved prescription medications. Our policy does not cover the costs of food, including prescription or special allergen diets.

10. Do you cover euthanasia and burial?

As fellow pet parents, we understand this can be one of the hardest parts of pet ownership. We are able to cover the costs of euthanasia when it is medically necessary for a covered condition. Expenses for aftercare, such as cremation or burial, are not eligible for coverage.



Pre-existing Conditions

1. What is a pre-existing condition?

A pre-existing condition means that the condition first occurred or showed clinical signs or symptoms before your pet's coverage started. Our pet insurance protects you against future conditions, and unfortunately no pet insurance company covers pre-existing conditions.

Click here for examples of pre-existing conditions.

Example 1: Your dog has been itchy ever since you adopted her from the shelter. Over the past month she's been in several times to see her veterinarian for her itchy skin, loss of fur, and hot spots. Your veterinarian is treating the symptoms, but has not diagnosed the condition yet.

You decide to enroll her in pet insurance. A couple of months later your dog has another flare-up of the same itchy skin symptoms and you take her to see her veterinarian, who prescribes additional medication.

This would be considered pre-existing, since the clinical signs and symptoms of the condition were noted before enrollment.

Example 2: Your cat is playing with a feather toy and ingests some of the string. Your veterinarian induces vomiting to expel the string and sends your cat home with some medicine to calm his stomach.

The accident inspires you to get pet insurance. Several months later your cat eats a hair tie and needs surgery to remove the foreign body.

This would be considered a separate accident and not related to the previous foreign body. They are both acute, isolated events and coverage would be granted.

If there is a condition your pet is currently being seen for or has been seen for in the past, more than likely it would be considered pre-existing. Healthy Paws is here for new accidents and illnesses that may occur after applicable waiting period(s).

For additional information please click here to see policy specific provisions related to this FAQ.

2. Is my pet's congenital condition considered pre-existing?

If you are aware that your pet has a congenital condition before you enroll in pet insurance, this condition would be considered pre-existing. Unfortunately, no pet insurance company covers pre-existing conditions.

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 the waiting periods.

For additional information please click here to see policy specific provisions related to this FAQ.

3. Are cruciate ligament (CL, CCL, ACL) injuries covered?

If your pet has had no problems with the cruciate ligaments and no history of limping, then we would cover problems with either leg in the future after a complete medical record review.

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

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

This means that if your pet was showing any cruciate ligament problems such as lameness, or a full/partial tear before enrollment or during any applicable waiting period, on either side prior to enrollment, the other side is also excluded from coverage.

Click here for examples of the bilateral cruciate exclusion.

Example 1: Your dog has no history of limping or lameness prior to enrollment. Six months after enrolling, he comes home limping on his right leg after playing with his friends at doggie day care. He is seen by the veterinarian and diagnosed with a partial anterior cruciate ligament (ACL) tear on his right leg, which will require surgery to repair.

Because your dog did not show signs or symptoms of any cruciate injury prior to enrollment or during the waiting period, coverage would be granted for this condition.

Eight months after this incident, your dog is diagnosed with a complete cranial cruciate ligament (CCL) tear in his left leg after he was seen for limping after a long session of chasing his favorite Frisbee. He will need surgery to repair this injury.

Because your dog did not show signs or symptoms of any cruciate injury prior to enrollment or during the waiting period, coverage would be granted for the second tear, which occurred on the other leg. Both legs would be covered.

Example 2: Before enrolling in pet insurance, your dog has surgery on his right leg for a CCL tear that was recently diagnosed. This surgery was quite expensive, and has inspired you to enroll in pet insurance to be protected against similarly large medical bills in the future. Twelve months after enrolling, you notice your dog is limping on his left leg after a long walk. Your veterinarian diagnoses your dog with a CCL tear in his left leg that will need surgical repair.

Because your dog showed signs or symptoms of a cruciate injury prior to enrollment, this would be considered a pre-existing condition. Due to the bilateral exclusion, the injury noted after enrollment on the left leg would then also be excluded from coverage.

For additional information please click here to see policy specific provisions related to this FAQ.



Is My Pet Eligible?

1. Does my pet need a vet exam to qualify for coverage?

Healthy Paws pet insurance requires a full nose to tail physical exam of your pet by a licensed veterinarian in order to be eligible for coverage. No additional diagnostic testing such as x-rays or blood work is required. The timeline of this exam will depend on your pet's age at the time of enrollment as follows

If you recently adopted your pet, you may need to double-check that they have had a physical examination by a veterinarian. Some adoption organizations will have a licensed veterinarian on staff, whereas some don't. We would recommend having your pet seen by your regular veterinarian either prior to enrollment, or during the first 15 days of your policy.

We do not require any medical records or proof of enrollment exam prior to submitting your first claim. When you file your first claim, we will need a copy of your pet's full medical history, including documentation of the enrollment exam.

For additional information please click here to see policy specific provisions related to this FAQ.

2. How do I know if my pet has had an exam?

Your pet needs a full nose to tail physical exam by a licensed veterinarian. No additional diagnostic testing such as x-rays or blood work is required.

If you recently adopted your pet, you may need to double check that they have had a physical examination by a veterinarian. Some adoption organizations will have a licensed veterinarian on staff, whereas some do not. Click here to view an example of medical records from a physical examination. We always recommend having your pet seen by your regular veterinarian either prior to enrollment, or during the first 15 days of your policy.



Filing Claims and Getting Reimbursed

1. Is there a waiting period?

There is a waiting period of 15-days after your policy effective date. Your policy is effective 12:01 a.m. the day after you enroll your pet(s) with Healthy Paws Pet Insurance. You can submit claims for accidents & illnesses that occur after the 15-day waiting period.

Hip dysplasia coverage is provided at no extra cost and is subject to a 12-month waiting period. For more information on hip dysplasia click here.

Waiting periods do not apply to the states of Maryland and New Hampshire. For additional information on these states click here.

For additional information please click here to see policy specific provisions related to this FAQ.

2. What should I expect in the event of an illness or accident?

We know that when your pet is sick or injured, the last thing you want to worry about is how to pay for it, so we try to make this process as simple as possible. You can expect:

  • The ability to visit any licensed veterinarian you choose. This includes specialists and emergency animal hospitals.
  • After paying for the treatment, submit your paid invoice to begin the claims review process.

    Submitting a Claim
    • You can send us your veterinary hospital's invoice through our online Customer Center or Healthy Paws Mobile App! If you prefer, you can also submit your claim via email, fax (888-228-4129), or mail.
    • If this is your first claim, please request your pet's full medical records, including the doctors' notes.

While you're helping your pet get better, we'll work on getting your claim processed. If it's your first claim, we need a little extra time to review your pet's complete medical records. We will work hard to process your claim within 10 business days.

3. How do I file a claim?

We know that when your pet is sick or injured, the last thing you want to worry about is how to submit a claim.

Just send us your veterinary hospital's invoice through our online Customer Center or Healthy Paws Mobile App! If you prefer, you can also submit your claim via email, fax (888-228-4129), or mail.

We'll need your pet's medical records to complete your first claim. We will work hard to process your claim within 10 business days.

For additional information please click here to see policy specific provisions related to this FAQ.

4. How can you contact Healthy Paws about a claim?

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

We are available Monday-Friday from 6 a.m. to 6 p.m. and Saturday-Sunday 8 a.m. to 5 p.m. Pacific Standard Time.

5. Where can I get a claim form?

A claim form is not required for claims processing. You can simply submit your claim by taking a photo of your invoice and upload 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 (recommended), or download a blank claim form.

6. How is reimbursement calculated?

Reimbursements are based on your actual veterinary bill. We determine the total of the covered treatments and multiply that by your reimbursement rate. We then subtract your remaining annual deductible:

$ 1,200   Covered treatments
x 90 % Your Reimbursement Level
$ 1,080    
- $ 100   Remaining Annual Deductible
$ 980   Reimbursement Amount

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

For additional information please click here to see policy specific provisions related to this FAQ.

7. How long does it take to get reimbursed?

Claims may take up to 10 business days to process. Once your claim is complete, reimbursement will be issued within 24 hours.

Reimbursement via mailed check can take up to 10 days to reach you, depending on your location, and direct deposit may take up to 10 days to process depending on your bank or financial institution.

To review your reimbursement method, just click My Account in your Customer Center to change your reimbursement info.

8. What if I can't wait for reimbursement?

In situations where you cannot pay your vet at the time of treatment, you can contact us to pay your vet directly. If your veterinary hospital is willing to accept payment from Healthy Paws, we can work directly 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 particular network of vets.

Direct payment is available during business hours. We are available Monday-Friday from 6 a.m. to 6 p.m. and Saturday-Sunday 8 a.m. to 5 p.m. Pacific Standard Time. Please call (855) 898-8991 and select the option to speak with a Claims Representative.

9. What medical records do you need for my pet?

Medical records for your pet include doctor's notes, laboratory results, and other documentation regarding any 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, we 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 email these to records@healthypawspetinsurance.com or fax them to 844-333-0739.

For additional information please click here to see policy specific provisions related to this FAQ.



Managing Your Policy

1. Why didn't I get my policy documents in the mail?

We are environmentally friendly and do not mail any paper documentation. All of your policy documents and claim forms are easily accessible online at our website under My Account. Less paper, less waste!

Be sure to add info@healthypawspetinsurance.com to your address book or safe sender list so our emails get to your inbox.

2. How do I add a new pet?

Congratulations on a new addition to the family!

You can use the Add a Pet feature in the Customer Center or your Mobile App to add your new pet to your policy!

3. How does the annual deductible work?

The annual deductible is by "coverage term", which means that the deductible is applied to the 12 months following your pet enrollment date. For example, if your policy became effective on May 25, 2017, your coverage term would last through May 24, 2018.

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.

For additional information please click here to see policy specific provisions related to this FAQ.

4. Can I change my deductible or reimbursement level after enrolling?

You can increase your coverage as long as you have not submitted a claim. Once you have submitted a claim, you will be able to decrease coverage, but will no longer have the option to increase your plan.

You can view your reimbursement and deductible options by clicking Pet Policies in your customer center to change your policy options.

Increasing your coverage would include raising your reimbursement and/or lowering your annual deductible, resulting in less out of pocket expenses before receiving reimbursement, and a higher monthly premium.

Lowering your coverage would include decreasing your reimbursement and/or raising your annual deductible, resulting in more out of pocket expenses before receiving reimbursement, and a lower monthly premium.

For additional information please click here to see policy specific provisions related to this FAQ.



Billing

1. What is the 30-day Free Look Period?

As helpful as pet health coverage may be, especially to your peace of mind, we realize it's not always for everyone. That's why we invite you to take 30 days to see how good it feels to know that your pet is protected. If pet insurance isn't for you, we'll give you a complete refund as long as you cancel during the first 30 days of your policy and you have not submitted a claim. (Not available in Pennsylvania).

For additional information please click here to see policy specific provisions related to this FAQ.

2. How do I update my profile or billing information?

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

Login 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.

3. When will the monthly payment be charged or deducted?

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 the 28th to 31st of the month, the billing date defaults to the 28th because of February.

4. What payment methods do you accept?

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

5. Will my premiums increase?

All pet insurance companies, no matter how they market their benefits, will raise rates periodically to keep up with the rapidly rising cost of veterinary care.

Due to the increasing cost of new technology and advances in veterinary care, your rates will increase slightly each year. These manageable annual increases provide you the opportunity to offer your pet the best medical and diagnostic options available today. Rest assured, we will never penalize you with higher rates for making claims.

Additional Actions Effecting Premiums

  • Change of address
  • Adding or removing pet(s)
  • Changing coverage options (reimbursement or deductible levels)
  • Transfer of account ownership (if applied to new address)

For additional information please click here to see policy specific provisions related to this FAQ.

6. Transfer of pet ownership

If your furry family member will be cared for by another pet parent, we are able to transfer the policy with seamless coverage. In order to process this request, we would need notification in writing from both the current and new pet parents. This information can be emailed to our transfer department, and should include:

  • Confirmation of new ownership
  • Full Name
  • Address
  • Phone Number
  • Email Address

We will also need to reach out to the new pet parent once the transfer is complete to confirm their preferred billing information.

7. How do I cancel my policy?

We'd sure be sorry to see you go, but if you still want to cancel your policy, we would need the request in writing. You can send emails to info@gohealthypaws.com. We would be happy to discuss your cancellation over the phone as well, contact our Customer Care Team at 1-855-898-8991.

For additional information please click here to see policy specific provisions related to this FAQ.

8. Why do you charge a one-time $25 admin fee?

We charge a one-time admin fee to cover your initial account set up, as well as monthly billing costs. This is the only administrative fee you will see on your account for the lifetime of your policy.



Refer A Friend

1. How do I participate in the Healthy Paws Refer-A-Friend program?

Participation is easy! Click on the Refer a Friend navigation link and select Refer Friends Now. You may refer friends by email, Facebook or Twitter. This promotion is not available in Maine, Nevada, North Carolina, North Dakota, Vermont, or Washington. Please see our Terms and Conditions for more information.

2. Where can I see referral reports?

When you make a referral for the first time, you will receive an email welcoming you to our Refer-A-Friend program. You will also receive an email digest sharing results of your referral activities.

3. How do I earn my rewards?

When a friend that you have referred completes our online application process (called a "Completed Submitted Application"), you will receive your rewards by email and redeemable through Amazon. You do not need an Amazon.com account to redeem the eGift certificate. Simply enter the eGift Certificate code when you make a purchase on Amazon.com. If you have an Amazon.com account you can apply the eGift certificate to the account at any time so the credit is ready and waiting to be automatically applied to your next purchase.

4. When will I get my referral reward?

You will receive your referral reward by email 3 to 4 days after your friend has a completed submitted application.

5. I have referred a lot of people. How can I find out who has signed up and who hasn't?

At Healthy Paws Pet Insurance the privacy of our customers is paramount. Sharing who is a customer and who isn't is against our privacy policy, even if they are your friend. However, to help keep you in the loop, you will receive an email periodically that will show you how many of your referred friends have completed quotes, and how many have completed and submitted an application and are successful referrals.

6. What if I have a friend that I want to refer but they want to call in to complete their application?

To receive credit for your referral in this case, just make sure your friend provides us with your name or account number so we can make sure to give you credit for the referral and your friend gets their special referral discount.

7. Can I post a referral message to a coupon web site?

No. This form of gaining referrals is not acceptable and will not be paid. Please refer to our Terms and Conditions for more information.

8. What has changed about the Refer-A-Friend Program?

Because of the success of our Refer-A-Friend program we recently transitioned to a new referral mechanism that will help us handle a larger volume of referrals and deliver referral rewards to you much quicker.



Concerns Regarding Your Pet's Prior Medical Treatment

1. Lumps, bumps, and growths?

There are a variety of growths pets can get — both malignant and benign. With Healthy Paws, if a pre-existing growth is malignant or cancerous, we will be unable to provide cancer coverage. If a pre-existing growth is benign, we would be unable to provide coverage for the pre-existing growth (for example the removal) but would cover new growths, including cancer after enrollment and applicable waiting period(s).

Some common benign growths include lipomas (fatty deposits), sebaceous cysts, papilloma (wart like growths) and histiocytomas (firm inflammations on the skin).

For additional information please click here to see policy specific provisions related to this FAQ.

2. Intestinal parasites?

If your pet is diagnosed with an intestinal parasite prior to enrollment or during the waiting period, we would not be able to 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, we would typically cover this condition in the future.

For additional information please click here to see policy specific provisions related to this FAQ.

3. Ear infections?

Without reviewing your pet's medical records, we would be unable to give you a definitive answer to this question.

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

If your pet had an ear infection in the past, but does not have a chronic history of such infections or an underlying condition such as allergies suspected of causing infections, we may be able to provide coverage for future ear infections.

For additional information please click here to see policy specific provisions related to this FAQ.

4. Urinary blockage?

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 we would be able to provide coverage for urinary issues for your pet.

For additional information please click here to see policy specific provisions related to this FAQ.

5. Urinary tract infection in cats?

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 we would likely 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), we would be unable to cover urinary issues for your cat in the future.

For additional information please click here to see policy specific provisions related to this FAQ.

6. Urinary tract infection in dogs?

If the urinary tract infection (UTI) was an acute infection that resolved completely with antibiotics, it is likely we could provide future coverage. If there are underlying urinary issues or your dog continues to experience chronic UTIs, this would likely be considered pre-existing. We would determine coverage based on your pet's medical history.

For additional information please click here to see policy specific provisions related to this FAQ.



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