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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 ACE American Insurance Company, Westchester Fire Insurance Company, Indemnity Insurance Company of North America, ACE Property & Casualty Insurance Company, Atlantic Employers Insurance Company, members of the Chubb Group.

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

2. What is insured under this pet insurance plan?

The Healthy Paws pet insurance plan 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 plan can help. The pet insurance plan 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. The pet insurance plan 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. Does the plan 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 and illnesses that occur after the 15-day waiting period. For pets enrolled before the age of six, there is a 12-month waiting period for hip dysplasia.

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.

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

With a Healthy Paws pet insurance plan, 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. Does the plan cover hereditary and congenital conditions?
  • 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

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.

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

6. Does the plan 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 encountered 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. Does the plan cover wellness & preventative care?

Wellness and preventative care are not covered by your Healthy Paws policy. The plan 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 doesn't the plan cover the office visit (examination fee)?

By making the office visit part of the pet parent's financial responsibility, we can offer the accident and illness plan with no caps on claim 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?

The pet insurance plan provides coverage for dental care related to traumatic injury, such as chipping a tooth. When there is damage to the mouth from an outside source, it 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 select when enrolling 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. Does the plan cover RX diets?

The pet insurance plan covers unexpected treatment costs such as diagnostic testing, hospitalization, surgery and FDA-approved prescription medications. It does not cover the costs of food, including prescription or special allergen diets.

13. Does the plan cover euthanasia and burial?

As fellow pet parents, we understand this can be one of the hardest parts of pet ownership. The Healthy Paws plan can 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 plan protects your pet against future conditions. The plan 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. The Healthy Paws plan can 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 eligible for coverage. 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 the 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

If a pre-existing growth is malignant or cancerous, your Healthy Paws plan will be unable to provide cancer coverage. If a pre-existing growth is benign, it would be unable to provide coverage for the pre-existing growth (for example the removal). However, new growths including cancer that occur after enrollment and applicable waiting period(s) would be eligible for coverage.

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, the plan 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, then future instances of this condition would be eligible for coverage.

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, 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 in the past but does not have a chronic history of such infections or an underlying condition such as allergies suspected of causing infections, it 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 the Healthy Paws plan 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 the pet insurance plan 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), the plan 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 the plan 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 review your pet's medical history to determine coverage eligibility.

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?

The Healthy Paws pet insurance plan 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 licensed 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 licensed veterinarian either prior to enrollment, or during the first 15 days of your policy.

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

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 a baseline or enrollment exam.

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



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 [email protected] or click here.

We are available Monday-Friday from 7:00am to 4:00pm and Saturday 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. 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. Claims representatives determine the total of the covered treatments and multiply that by your reimbursement rate. They 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. 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, 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 email these to [email protected] 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 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?

There are 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 Deposits are issued via Automated Clearing House (ACH).
  • Many banks 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 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 bank information for you. Your account information is maintained securely with the direct deposit payment provider and can only be updated by you.
3. Can my veterinarian receive claims payments directly?

In situations where you cannot pay your vet at the time of treatment, you may contact us for payment directly to your vet. 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 is available during business hours. We are available Monday-Friday from 7:00am to 4:00pm and Saturday 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 guidelines, and the documents you signed when you applied for insurance, we 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 [email protected] to your address book or safe sender list so our emails get to your inbox. If you would like to receive paper copies of any document mailed to you, please call us at [email protected] or calling us at 855.898.8991.

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, 2019, your coverage term would last through May 24, 2020.

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 have 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 plan includes 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. Not available in all states.

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. 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?

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, 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.

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 [email protected]. 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.

For additional information please review our sample policy to see policy specific provisions related to this FAQ, or learn more about canceling your Healthy Paws plan here.

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 indicating when a donation has been made based upon a referral from you.

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 when a donation has been made.

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 [email protected] with the organization's name, website and contact information.




Still Have a Question?



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