How to submit a claim

What you need

There are two types of documents you need to submit a claim:

  • A finalized invoice from your vet showing what your pet was treated for and how much you were charged. An invoice has to show a zero balance or that it was paid in full in order for us to accept it.

  • Detailed medical records from your pet’s most recent checkup (a vet visit unrelated to your pet getting sick or hurt). Medical records show us your pet’s medical history and let us see what we can cover, which allows us to process your claim quickly.

NOTE: If you're not sure if you have the right medical records, ask your vet for “SOAP notes.” The records you receive should include any exam notes and lab results.

How to submit your claim

To submit your claim, either click here or follow these instructions:

  • Make sure you’re logged into the app or your online account

  • Go to Claims

  • Go to Submit a claim

  • Follow the instructions in the claim form

What happens next?

Claims are typically processed within 15 days from when we receive all your documents. We’ll email you with updates, so keep an eye on your inbox. And be sure to set up direct deposit now if you haven’t already — it gets you paid back 5-10 days faster than checks do.

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Guide to claim requirements

You need two types of documents to submit a claim: a finalized invoice and detailed medical records.

Finalized invoice

A finalized invoice is an itemized bill from your vet showing what your pet was treated for and how much you were charged. An invoice has to show a zero balance or that it was paid in full in order for us to accept it.

Sample invoice

ABC Animal Hospital
123 Main St
Any town, USA

John Jones
Spot, 2-year-old pug

Date

Description

QTY

Price

7/21/21

Exam fee

1.0

$200.00

Ultrasound

1.0

$50.00

Surgery: foreign object removal

1.0

$1,200.00

Total Invoice

$1,450.00

Total Payments

$1,450.00

Balance Due

$0.00

Download copy of a real invoice >

Medical records from a recent checkup

Medical records from a checkup show us your pet’s medical history and let us see what we can cover, which allows us to process your claim quickly. If you're not sure if you have the right records, ask your vet for “SOAP notes.” The records you receive should include any exam notes and lab results.

Sample medical record

ABC Animal Hospital
123 Main St
Any town, USA

John Jones
Spot, 2-year-old pug

Diagnosis

-Suspect FIC episode

History

Acute-onset stranguria, this happened about 2 weeks ago as well.

Vaccination  history

UTD

Medications

None

Physical Exam

Temperature (°F): 100.5
Pulse (BPM): 200
Respiration (RPM): 36
Weight (kg): 8.1

Download copy of a real medical record >

NOTE: To keep your pet’s medical records current, you need to get them a checkup when you first sign up, then once every policy year after that.

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Phone app doodle showing claims screen

How to submit missing documents

See what your claim is missing

Start by checking your inbox for an email with the subject line “ACTION NEEDED: Documents missing.” It gives an exact breakdown of everything we still need in order to process your claim.

(Most of the time, the documents we’re missing are detailed medical records from your pet’s most recent checkup, including any exam notes and lab results. Your vet may refer to these records as “SOAP notes.”)

Get the missing documents

If you already have what we’re asking for, skip ahead to step #3. If you don’t, reach out to your vet’s office to have them email you the additional documents.

Submit the missing documents

To submit your additional documents, either click here or follow these instructions:

  • Make sure you’re logged into the app or your online account

  • Go to Claims

  • You’ll see a “Missing docs” alert on the Claims tab

  • Hit Upload to submit your missing documents

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Understanding your claim reimbursement

There are two main factors that determine your reimbursement for approved claims: your deductible and your reimbursement rate, both of which you chose when you signed up.

Deductible
Your deductible is the amount of veterinary care you need to pay for yourself each year before we can reimburse you for claims. So if your annual deductible is $300, you have to pay for $300 worth of approved veterinary care before we can start reimbursing you.

Reimbursement rate
Your reimbursement rate is the percentage of an approved claim total that we can cover. For example, if your reimbursement rate is 80% and you submit a claim for $500, we can cover up to $400.

Here’s an example:

Let's say you submit a claim for $1,000 with a $300 deductible and an 80% reimbursement rate. (To keep things simple, let's also say that everything in the claim can be covered.)

$1,000 in claimed services x 80% reimbursement rate gives you a maximum possible reimbursement of $800.

If you hadn't made any progress towards your deductible yet — in other words, if your deductible was still at $300 — you would receive $500 ($800 minus $300). But if you had already met the deductible, you would receive the full $800.

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Phone app doodle showing direct deposit reimbursement

How to set up direct deposit

Direct deposit gets you paid back 5-10 days faster than checks do when claims are approved. Payments are secure, and there are no hidden fees.

To set up direct deposit, either click here or follow these instructions:

  • Grab your debit card

  • Make sure you’re logged into the app or your online account

  • Go to Account

  • Go to Billing

  • Go to Preferred Reimbursement Method

Claims have to be filed within 90 days of treatment

If your pet gets sick or hurt, we know that dealing with insurance will probably not be the first thing on your mind. Still, this is really important to be aware of:

There's a 90-day time limit for claims. If you submit a claim more than 90 days after the date on your invoice, it won’t be covered.

Want to get your claims in quickly? The fastest, easiest way to submit claims and get paid back is through the Fetch app (available in the App Store and Google Play).

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Everything you
need to know about filing a claim

You can file a claim in minutes, and get paid quickly once it’s approved. It’s easier than teaching your dog how to sit.

How to submit a claim >
The difference between medical records and invoices >
How to submit missing documents >
Understanding your claim reimbursement >

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How to submit a claim

Get your paperwork together

All claims require two things: your pet’s medical records (exam notes, lab results and any other checkup information) and a paid itemized invoice from your vet (a detailed paid bill tied to your claim).

Log into your account to submit a claim

From your account in our mobile app or the member portal on our website, you can easily file a claim and check the status of an existing claim.

Get paid back

Your claim will be assigned to an agent within 24 hours. Once approved, we’ll let you know how much you’ll be reimbursed and start processing your payment. If your claim is denied, we’ll let you know why.

Learn more about our claims process >
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Know the difference between medical records and invoices

You need two things to submit a claim: your pet’s medical records and any invoices tied to your claim. Here’s a quick breakdown of each document and how to get them, so your submission process is smooth and easy.

Medical records

Your pet’s medical records are a report of their yearly wellness checkups (this includes exam notes, lab results and any medical information) and a history of previous diagnosis and vaccination records. It’s not the records of the treatment tied to your invoice.

ABC Animal Hospital
123 Main St
Any town, USA

John Jones
Spot, 2-year-old pug

Diagnosis

-Suspect FIC episode

History

Acute-onset stranguria, this happened about 2 weeks ago as well.

Vaccination  history

UTD

Medications

None

Physical Exam

Temperature (°F): 100.5
Pulse (BPM): 200
Respiration (RPM): 36
Weight (kg): 8.1

Download copy of a real medical record >

Invoices

Your invoice is an itemized bill from your vet that shows proof of payment. It confirms the services and products you were charged during the vet visit tied to your claim. The invoice must show a zero balance or that it was paid in full for us to accept it.

ABC Animal Hospital
123 Main St
Any town, USA

John Jones
Spot, 2-year-old pug

Date

Description

QTY

Price

7/21/21

Exam fee

1.0

$200.00

Ultrasound

1.0

$50.00

Surgery: foreign object removal

1.0

$1200.00

Total Invoice

$1450.00

Total Payments

$1450.00

Balance due

$0.00

Download copy of a real invoice >
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Phone app doodle showing home screen of account

How to submit missing documents

Not sure how to submit your pet’s medical records or a paid invoice?
We’ve got you.

Find out which documents are missing

You should have a message from us letting you know exactly what documents are missing from your claim (typically your pet’s medical records or your paid itemized invoice). Make sure you're email address is up to date to ensure you receive all the claims notifications

Gather your missing documents and upload them online or in our app

If you don’t have the missing documents, call or email your vet and have them email you copies. You can then download those documents from your email and upload them to your existing claim in your online account or our app. Do not open a new claim for these documents.

Get confirmation of your completed claim

Once you submit the missing documents, we'll take a look and send you a confirmation email to let you know that we received your missing documents. We’ll send you an additional note if we’re still missing important information. When we have everything, your claim will be processed in about 15 days.

Learn more about submitting missing documents >
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Understanding your claim reimbursement

When you signed up, you chose three specific numbers:

  • Annual coverage amount: the maximum amount you can be paid back each year
  • Annual deductible: the amount you’re responsible for before insurance kicks in
  • Reimbursement: the percentage you get paid back for each covered vet visit (either 70%, 80%, or 90%)

Those three numbers determined your premium, and how we’ll calculate
your reimbursement.

Here’s an example:

Let’s say you have a policy with a 90% reimbursement rate and a $200 deductible...

After taking your pup to the vet for an illness, you pay a $600 bill.

$600 bill

X

90% reimbursement rate

$540

$200 deductible

$340

A 90% reimbursement level brings the bill to $540 reimbursement.

A $200 deductible, with the full amount remaining, would bring your reimbursement to $340. But, if the deductible was already met, the reimbursement would be $540.

Pro tip: Add your debit card to get paid back as fast as possible. Learn more here.

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