Frequently asked questions about pet insurance

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.

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, subject to the policy's terms and conditions. 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 CA, DE, LA, ME, MD, MS, NE, NH, OH, PA, WA, VT, MT:

A veterinarian is defined as a properly licensed and registered veterinarian in active practice in the area where the pet is treated or examined. Veterinarian shall not include you or a member of your immediate family.

For all states except those listed in the section below:

• There is a waiting period of 15 days after your policy effective date. Your policy is effective at 12:01 a.m. the day after you enroll your pet(s). 
• You can submit claims for accidents and illnesses that occur after the 15-day waiting period. 
• Hip Dysplasia: For pets enrolled at age five or below, there is a 12-month waiting period for hip dysplasia. 

For CA, DE, LA, ME, MD, MS, NE, NH, OH, PA, WA, VT, MT:

• There is a 15-day waiting period from the pet policy effective date for illness, injury and orthopedic conditions (other than hip dysplasia) not resulting from an accident. (However, this waiting period will be waived by us upon completion of a complete clinical examination.) 
• There is no waiting period for illness, injury or orthopedic conditions resulting from an accident. 
• Hip Dysplasia: There is a 30-day waiting period from the pet policy effective date for hip dysplasia not resulting from an accident.  (However, this waiting period will be waived by us upon completion of a complete clinical examination.)

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.

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: An abnormality that is genetically transmitted from parent to offspring and may cause illness or disease. Some examples: Bladder Stones, Epilepsy, Heart Disease, Degenerative Myelopathy, Brachycephalic Syndrome, Hip Dysplasia

Congenital condition: A condition that is present from birth, whether inherited or caused by the environment, which may cause or contribute to illness or disease. Some examples: Cleft Palate, Umbilical Hernia, Inguinal Hernia, Limb Deformities

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 from the Pet Policy Effective Date.

For CA, DE, LA, ME, MD, MS, NE, NH, OH, PA, WA, VT, MT:

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 30 days from the pet policy effective date unless waived by us upon completion of a complete clinical examination.

A pre-existing condition means: An Illness or condition which developed or redeveloped prior to the pet policy effective date or an injury, or recurrence of an injury, as a result of an accident that occurred prior to the pet policy effective date; or any condition or complication resulting from an illness that developed, or any injury as a result of an accident that occurred prior to the pet policy effective date.

The Healthy Paws plan helps protect your pet against accidents and illnesses that may occur after any applicable waiting period(s).

For CA, DE, LA, ME, MD, MS, NE, NH, OH, PA, WA, VT, MT:

Be sure to see the State Amendatory Statement for your state’s specific definition of “pre-existing condition.”

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

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

If your pet's complete medical records review shows no history of a cruciate ligament problem, and no history of limping, the injury is eligible for coverage.

However, if your pet has shown lameness, or a full/partial tear before enrollment or during any applicable waiting period as defined above, on either side prior to enrollment, the other side is also excluded from coverage. The cruciate ligament is the only bilateral exclusion in the policy. (Bilateral: having or relating to two sides; affecting both sides.)

You can expect:

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

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

No forms are necessary! You can simply submit your claim by taking a photo of your invoice and uploading it through our online Customer Center or Healthy Paws Mobile App.

The claim must be submitted within 90 days of the invoice date.

• You can also submit your invoice(s) and supporting medical documents to claims@healthypawspetinsurance.com
• Fax (888)-228-4129
• Or mail to:

  Healthy Paws Pet Insurance

  P.O. Box 1156

  Portland, ME 04104

Yes! To meet your annual deductible (after which reimbursements will start), we recommend that you submit all claims pertaining to new accidents, illnesses and injuries.

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.

Your annual deductible is the amount you’ll pay out-of-pocket each year before your plan begins to cover medical costs for your pet(s). The annual deductible is by "coverage term." For example, if your policy became effective on May 25, 2022, your coverage term would last through May 24, 2023.

To meet your annual deductible (and begin getting reimbursed), make sure to submit all claims pertaining to accidents, illnesses and injuries.

Yes, you can change your Policy Options in the Customer Center.

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

If you have submitted any claims, you will only be able to lower your reimbursement and raise your deductible.
You can view your reimbursement and deductible options by clicking Pet Policies in the Customer Center to change your policy options, subject to the policy terms and conditions.

Note: lowering your reimbursement level and/or raising your deductible are both ways to reduce the cost of your monthly premiums.