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Frequently Asked
Questions

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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. Who is the insurance carrier for the Healthy Paws program?

Your insurance company is one of the following Chubb companies:

Policies are underwritten and issued by the following members of the Chubb Group: ACE American Insurance Company, Indemnity Insurance Company of North America, ACE Property & Casualty Insurance Company, Westchester Fire Insurance Company (all domiciled in Pennsylvania, at Philadelphia, PA) and Atlantic Employers Insurance Company (domiciled in New Jersey, at Jersey City, NJ).

Healthy Paws Pet Insurance LLC, is a licensed producer in all states.

2. What is covered?

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

If your pet shows signs or symptoms of a new accident or illness after enrollment, and after any applicable waiting period, it will be eligible for coverage. Our program 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.

3. Do you have any waiting periods?

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.

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

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

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

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

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

5. Do you cover hereditary and congenital conditions?

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

  • Hereditary condition: A condition that is passed down from your pet's parents.
    Examples: 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

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

6. Do you cover hip dysplasia?

Hip dysplasia is included in the 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. For additional information please click here to see policy specific provisions related to this FAQ.

7. 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
8. Do you cover wellness & preventative care?

Wellness and preventative care is not covered under your Healthy Paws program. Our program is here for the unexpected veterinary care.

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.

9. 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 accident and illness plan with no caps on payouts at a more affordable monthly premium.

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.

10. 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. 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.

11. What breed do I choose for my pet?

If you have a purebred dog or cat, simply select the matching breed from the dropdown list. By beginning to type the breed, you can search the list quickly.

If your pet is a crossbreed (usually one purebred dog bred to another purebred dog of a different breed), we have some of the most popular combinations represented in the breed list, including Puggle, Yorkiepoo, or Goldendoodle. If the crossbreed you're looking for is not represented on the list, choose "Crossbreed" and the weight of your pet when fully grown.

If your pet is a Mixed Breed (a mix of multiple breeds, or possibly you're not sure what breed your dog or cat is), you can select the predominate breed in their mix, for example "Boxer Mix" or "Terrier Mix." If the mix is unknown or not represented on our list, select "Mixed Breed" and the weight of your pet when fully grown.

Your pet's medical records will be used to verify the breed selection you chose during enrollment.

12. Do you cover RX diets?

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

13. 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.



Our Commitment During COVID-19

1. How is Healthy Paws managing the current COVID-19 situation?

Healthy Paws is committed to the health, safety, and well-being of our pet parents, team members, and communities. On 3/6/20, all of our employees started working from home to guarantee the safety of our team members and to help flatten the curve. There have been no changes to our hours or service, and we are working diligently to make sure the right measures are in place to resolve your account and claim requests in a timely manner.

2. Can I lower my monthly premiums?

If you would like to decrease the cost of your monthly premium, you may be able to do so by lowering your reimbursement level and/or raising your deductible. You can view your available policy options in your Customer Center.

3. Does the Healthy Paws plan cover telemedicine and online pharmacies?

While some clinics are limiting their accessibility to protect their teams, your pet may still receive care through telemedicine. The Healthy Paws plan does not cover veterinary exam fees or telemedicine appointments. However, if your pet needs subsequent care after a telemedicine appointment with a veterinarian, those treatments may be eligible for coverage in accordance with the terms of the Healthy Paws plan. Prescription medications from online pharmacies are eligible for coverage as long as the condition for which they are prescribed is covered by the policy and not pre-existing.

If your veterinarian does not offer telemedicine services, you can find a number of televet services on our resources list.

4. What if I can't get an enrollment examination because my clinic is closed?

With some veterinary offices being closed as non-essential unless in the case of an emergency, we understand that it may be difficult to have a clinical examination performed at this time. We are working closely with state regulators and our underwriter to update our processes as quickly as we can, but at this time we do not have an alternative in place for our enrollment exam requirements. While your regular clinic may be closed, there may be other options available to you. You can search for AAHA accredited animal hospitals near you and visit one that is currently accepting patients. You can access this search online by visiting: https://www.aaha.org/your-pet/hospital-locator/

5. If my account is suspended, will you keep processing my pet's claims?

We are able to process claims dated prior to your account's paid-through date. Any claims dated during the suspension period cannot be processed until premium payments are up-to-date.

6. Will you provide coverage of shipping and handling for treatments while my veterinary hospital is closed?

The Healthy Paws policy covers shipping and handling for compound medications and diagnostic tests. However, other shipping and handling charges are excluded from the policy.

7. Does the Healthy Paws plan cover face masks or respirators for pets?

We completely understand your concern and wanting to keep your pets safe during the COVID-19 outbreak. As the mask and/or respirator is being used for prevention and are not considered medically necessary for animals per the American Veterinary Medical Association, they would not be eligible for coverage. You can learn more by visiting: https://www.avma.org/resources-tools/animal-health-and-welfare/covid-19

8. What are some good resources for pet parents during COVID-19?

You can find answers to common pet parent questions, fun recipes, and helpful pet information on our COVID-19 Resources List for Pet Parents.



Pre-existing Conditions

1. What is a pre-existing condition?

A pre-existing condition means the condition first occurred or showed clinical signs or symptoms before your pet's coverage started. The Healthy Paws program protects your pet against future conditions. Healthy Paws is here for new accidents and illnesses that may occur after applicable waiting period(s).

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.

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.

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's complete medical records review shows no history of a cruciate ligament problem, and no history of limping, the injury is covered. For example, if your pet has shown 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.

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

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

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.



Concerns Regarding Your Pet's Prior Medical Treatment

1. Lumps, bumps, and growths

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.



Is My Pet Eligible?

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

In order to provide coverage for your pet, Healthy Paws Pet Insurance program requires a full nose to tail physical exam of your pet by a licensed veterinarian. Specific diagnostic testing such as x-rays or blood work is not required at the time of this exam.

Enrollment clinical examinations can either be done prior to enrollment, or within the time period specified by your policy. The timeline of this exam will depend on your pet's age at the time of enrollment and your specific policy wording.

If you have taken your pet to a licensed veterinarian within the timeframes listed in your policy, you most likely do not need an additional exam to qualify for coverage. If you are unsure if an exam was done at the time of your last visit, we would suggest contacting your clinic for confirmation. When you file your first claim, we will need a copy of your pet's full medical history, including documentation of the clinical examination.

For additional information please select your state to see a link to policy specific provisions related to this FAQ.

2. What happens if my pet does not have a clinical examination that meets the enrollment guidelines?

If an enrollment exam is not completed, we will accept the first vet visit with a clinical examination after enrollment to satisfy this requirement. Any applicable waiting periods will be extended to the date of the qualifying clinical examination, and any treatment provided at the time of that visit would not be eligible for coverage.

Your policy provides coverage for new accidents, illnesses and injuries where signs and symptoms are first present after the end of any applicable waiting periods. Accidents and illnesses that begin or take place within the waiting periods are excluded from coverage and may affect your pet’s coverage in the future.

For additional information please select your state to see a link policy specific provisions related to this FAQ.

3. I just rescued a pet from a shelter. Can I use their physical exam as the enrollment vet exam?

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

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 our policy requirements for the enrollment exam.



Filing Claims

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

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.

    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.

2. How do I file a claim?

Just send us your veterinary paid 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.

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

3. 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 7:00am to 5:00pm and Saturday from 8:00am to 5:00pm Pacific Standard Time. Closed Sunday.

4. Should I file a claim if the invoice total is less than my deductible?

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 means that the deductible is applied to the 12 months following your pet enrollment date.

5. I had a discount on my invoice. Does that affect my claim reimbursement?

For covered claims, Healthy Paws applies any discounts to the non-covered items in your invoice.

6. 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.

7. 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.

8. 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.



Getting Reimbursed

1. How long does it take to get reimbursed?

The majority of our claims are processed within 10 days. Once your claim is complete, reimbursement will be issued within 24 business hours.

Reimbursement via mailed check can take up to 10 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.

2. What are my options for reimbursement?

We offer two options for you to receive your reimbursements - Check or Direct Deposit.

Claim Reimbursement Method: Checks

  • Checks are printed 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.
  • Checks are valid for 6 months after the date they are 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 Deposit gets your claim reimbursements into your bank account as fast as 48 hours*
  • Direct Deposit is issued via Automated Clearing House (ACH).
  • Enroll for Direct Deposit via your online Customer Center. For security purposes, we are not able to enter bank information for you. Your account information is maintained securely with the direct deposit payment provider and can only be updated by you.
  • Once you have entered your account information, a micro-deposit will be paid to the account using the information provided.
    • If the micro-deposit is accepted by your bank, you will receive an email confirmation that your claim reimbursement will be changed to Direct Deposit.
    • If the micro-deposit is declined, you will receive an email notification of the failure, but you will be able to update your information to try again.
  • Please note that your bank may use a different routing number for ACH (Automated Clearing House) 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 the full account number with your bank prior to enrolling.

*The micro-deposit may take longer than 48 hours due to weekends, holidays, bank closures, technical errors, or other unavoidable delays.

3. Can you pay my veterinarian directly?

In situations where you cannot pay your vet at the time of treatment, you may 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 specific network of vets.

Direct payment is available during business hours. We are available Monday-Friday from 7:00am to 5:00pm and Saturday from 8:00am to 5:00pm Pacific Standard Time. Closed Sunday. Please call (855) 898-8991 and select the option to speak with a Claims Representative.



Managing Your Policy

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

We are environmentally friendly and, per our policy, provide all documentation electronically. All of your policy documents and claim forms are easily accessible online at our website under My Account.

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 to add your new pet to your policy!

3. How does the annual deductible work?

The annual deductible is by "coverage term", the deductible is applied to the 12 months following your pet enrollment date. For example, if your policy became effective on May 25, 2018, your coverage term would last through May 24, 2019.

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?

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

If you submitted a claim, 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.

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

5. How can I lower the cost of my premiums?

If you would like to decrease the cost of your monthly premium, you can do so by assuming more financial responsibility in the cost of your pet's health care. You can do this by lowering your reimbursement level and/or raising your deductible.

What does it mean to assume more financial responsibility?
The Healthy Paws program promises coverage without any payout caps for the lifetime of your pet's policy by assuming responsibility for a percentage of covered costs of your pet's health care. You can assume more responsibility for their covered care, and lower the cost of your premium, by changing your pet's reimbursement level and/or deductible.



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. (Void where prohibited by law.)

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 for consistency due to the typical number of days in 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. Can I make a late payment?

We understand that things happen and occasionally you need to make adjustments. You may be eligible to postpone your next payment. You can apply to postpone your next payment in your Customer Center or contact our Customer Care Team at 1-855-898-8991.

6. Will my premiums increase?

Due to the increasing cost of new technology and advances in veterinary and specialty care, your rates will likely increase to align with the claim payouts of each state. These annual increases provide you the opportunity to offer your pet the best medical and diagnostic options available today. Premium increases are not based on claim submissions.

Additional Actions Affecting 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.

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, you can let us know via regular mail, fax, email or verbally. You can send emails to info@gohealthypaws.com. Once the account is canceled, you will no longer have access to the online Customer Center. We would be happy to discuss your cancellation over the phone as well, contact our Customer Care Team at 1-855-898-8991. We are available Monday - Friday from 6:00 am to 6:00 pm PST and Saturday - Sunday from 8:00 am to 5:00 pm PST.

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

For State of Washington Customers

You may cancel your policy at any time by notifying us or our agent in writing via regular mail, fax, email or verbally. We will return unearned premium on a pro rata basis.

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.

9. Why can't you take my billing information over the phone?

Protecting our Pet Parent's personal information is of the utmost importance to us. Entering your payment information directly is a secure method for handling this kind of sensitive data.



Refer A Friend

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

Participation is easy! Simply visit our referral page and share with your friends by email, Facebook or Twitter. With every completed referral, Healthy Paws will donate $25 on your behalf to help homeless pets. 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 a donation credit?

When a friend you have referred completes our online application process (called a "Completed Submitted Application"), you will receive an email letting you know that your referral has resulted in a $25 donation to help homeless pets.

4. 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.

5. 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, your friend will need to provide us with your name or account number, so we can assure that the donation on your behalf goes through.

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

No. This form of gaining referrals is not acceptable and we cannot honor a donation this way. Please refer to our Terms and Conditions for more information.

7. What has changed about the Refer a Friend Program?

You asked and we listened. Many of our advocates wanted to be able to donate funds as a reward for referring customers to Healthy Paws. Since helping homeless pets is a huge part of our mission, offering the Refer a Friend credits to animal rescues and shelters just made sense. We'd like you to be involved in choosing who receives these grants, too! You can nominate your favorite shelter or rescue organization to receive grants to help more homeless pets. Simply send an email to HelpPets@healthypaws.com with the organization's name, website and contact information.





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