Customer Support | PetFirst Pet Insurance

Customer Support

Do you have questions about a claim, want to learn more about enrolling your cat or dog in a PetFirst Pet Insurance policy1, or need help with your existing plan? Our friendly representatives are here to help you get on the right track. Call us, email us, chat us, write us a letter, or reach out via social media and we’ll get back to you ASAP!

File a Claim   FAQs

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Call Center hours

Monday-Friday, 8am - 9pm EST
Saturday, 10am - 7pm EST
Sunday, 10am - 7pm EST


For Customer Service, dial option 2




PetFirst Pet Insurance
400 Missouri Avenue
Jeffersonville, IN 47130


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File a Claim

Click below to download a PetFirst claim form. Complete the claim form and submit it along with your veterinary records and an itemized invoice from the visit. PetFirst will process the claim and provide eligible reimbursements.4

Download Claim Form Learn more about filing claims

Where do I submit my claim? 

You can submit your claim via PetFirst Pet Insurance’s online portal. Be sure to send the claim form, veterinary records, and an itemized invoice in order to get your claim processed quickly and money back in your pocket.4 You must submit a claim within 90 days of treatment or invoice date.


Log in to your MyPets Account




PetFirst Pet Insurance
400 Missouri Avenue
Jeffersonville, IN 47130

MyPets Online Portal

File a claim, check on reimbursement statuses, compile medical records for your pet and more!

Complete MyPets Account Setup

Frequently Asked Questions

Are there any types of caps or maximum limits?

No! There is no maximum to your benefits, and you will have coverage for the entirety of your pet’s life without a payout cap. Our pet health policies have robust annual limits, which reset at the beginning of a new policy year. There are no per-incident limits on our plans; so if you need to use the entirety of your annual limit all at once, you can.

Are chronic conditions covered by PetFirst pet insurance?

Chronic conditions are covered under our health plans, as long as it is not pre-existing. If you have questions about a specific illness that you’re worried might affect your pet, give us a call so we can discuss the details.

Am I limited to a list of veterinarians in a network?

Not at all. You’re free to use any licensed veterinarian in the United States, including emergency animal hospitals and specialists.

Can I upgrade or downgrade my plan coverage?

You can not upgrade your coverage until the time of your policy renewal.

You can downgrade your coverage at any time. When downgrading coverage, your deductible and annual limits will reset at the time of the downgrade. There are no new wait periods for downgrading coverage. 

Does PetFirst cover alternative medicine/therapies?

Yes! If the treatment you choose is offered by a licensed veterinarian, alternative medicines/therapies are covered by your plan.

Is my coverage reduced for going to a specialist or emergency vet?

No. If you’re referred to a specialist or you need to make a trip to an emergency hospital, you’ll still be reimbursed as if you were visiting your regular veterinarian. We’ll cover any specialist fee or emergency fee as part of the exam fee, so don’t hesitate to take your dog or cat to the right care provider for the job.

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