Below are the answers to some of our most asked questions to help get you started. By way of disclaimer, you should know that they’re all general in nature and intended to teach you more about what PetFirst can offer you and your family. All the questions and answers assume that every policyholder and pet are complying with our policy wording, and that you’ll follow up with us with every claim. Each situation and claim will be reviewed by a PetFirst Insurance Claims Expert on an individual basis, and policy wording will determine your pet’s coverage.
Since PetFirst is designed to cover unexpected veterinary costs, our pet insurance plans do not cover pre-existing conditions or routine/preventive care. However, coverage for routine/preventative care can be added to any of our plans by attaching our routine care rider to the policy.
Here's what isn't covered:
Preventative dental cleanings aren't covered in our plans, but we do cover the treatment of periodontal disease. Some behavioral modification therapy may be covered under our Lifetime plans, too.
See our plan exclusions for a full list of items excluded from coverage.
If you are logged into your MyPets account, you can view your policy’s exclusions by selecting “Policies” in the menu. Click on the “Policy Packet” button to read the terms and conditions of your pet’s insurance policy, which includes a comprehensive list of policy exclusions.
We do! However, coverage for routine care isn't included in our pet accident & illness plans by default. It's simple to add a Routine rider for an additional fee. Visit our Routine Wellness Care Coverage page for more information.
Absolutely! PetFirst's Pet Insurance Plans are designed for your multi-animal household. With this option, you can insure up to three pets under the age of ten with one plan for a fraction of the cost of insuring them individually. Our multi-pet policyholders save an average of 30% compared to maintaining separate individual policies for each pet. If you get a new dog or cat later, you can add him or her to an existing policy and transition to a family plan.
Yes! If the treatment you choose is offered by a licensed veterinarian, alternative medicines/therapies are covered by your plan.
Not at all. You're free to use any licensed veterinarian in the United States, including emergency animal hospitals and specialists.
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.
Our priority is to offer you the best pet medical insurance for your needs, so we include coverage for hip dysplasia on our pet insurance plans. Like any other health problem your pet may encounter, hip dysplasia is subject to our 14-day illness waiting period. Unfortunately, if symptoms of hip dysplasia are in your pet's medical records prior to enrollment or if they appear during the 14-day waiting period, it will be considered a pre-existing condition and not eligible for coverage.
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.
Yes. When your pet is insured with a PetFirst pet insurance policy, they will have continuous coverage of any hereditary and congenital conditions that manifested in a previous policy year. If a hereditary, congenital, or chronic condition and/or its symptoms are noted by your veterinarian before your enrollment, they are considered pre-existing and will not be covered by your PetFirst pet insurance policy.
PetFirst covers veterinary costs that arise from your pet becoming sick or injured. With our flexible plan coverage and unlimited lifetime benefits, we're ready to cover almost anything unexpected that happens to your pet. We cover both accidents and illnesses, as well as hereditary, chronic, and congenital conditions. Accident and illness coverage covers diagnostic testing, hospitalizations, prescription medications, orthotic devices, exam fees and more. Hereditary, congenital, and chronic conditions may not appear for years, and they can be expensive to treat if they do. These concerns are covered by our pet insurance plans. If it's an accident or illness (and not pre-existing), our plans cover the diagnosis and treatment* of the condition, so you can rest assured knowing you can provide your animals the best care available.
*We cover the treatment of any new illness or accident after your enrollment.
Much like health insurance for people, pet insurance helps shoulder the monetary burden that keeps your dogs and cats happy and healthy. Since they're also members of the family, you want to provide them with the best care available when they become sick or hurt. As anyone who has ever had a kitten that swallowed a piece of string can tell you, costs for care and treatment can become expensive quickly, leaving you with hundreds or even thousands of dollars of veterinary bills. PetFirst pet insurance takes the financial considerations that come with accidents, injuries, and illnesses out of the picture, so you can get your animals on the mend without sacrificing your peace of mind.
Any approved claim related to a chronic condition will be covered under your policy for the lifetime of your pet, assuming you don't allow your coverage to lapse. Under one of these plans, a condition would only be considered pre-existing if it was present before you enrolled in a PetFirst Lifetime policy or if the condition manifested during the waiting period.
We'll request all the medical records available for your pet when you submit your first claim. Once we have your pet's veterinary records and adoption paperwork, we'll work with you and your veterinarian to figure out what pre-existing conditions your dog or cat may have.
If you or your vet are aware that your pet has a congenital condition before you enroll in one of our plans, PetFirst will consider that health problem pre-existing. Unfortunately, neither we nor our competitors can cover pre-existing conditions at this time.
There are dozens of congenital conditions that do not make themselves known for months or even years after your pet joins your family. PetFirst will help you navigate the financial landscape of these sorts of problems as long as your pet doesn't manifest clinical signs or symptoms before enrollment or during the waiting periods.
At PetFirst, identifying a pre-existing condition is simple! If it's an accident or illness and the symptoms weren't present at the time of enrollment or during the waiting periods, the condition is eligible for coverage with us. Since we review each case and claim individually, keep in mind that pre-existing conditions may be eligible for review if your veterinarian hasn't observed any signs or symptoms for a while.
Pre-existing conditions are accidents or illnesses that have shown signs to be present prior to the start of coverage or during the waiting periods. A pre-existing condition means that the condition first occurred or showed clinical signs or symptoms (there doesn’t need to be a diagnosis) before your pet’s coverage started (including wait periods).
A pre-existing condition can also be an injury or recurrence of an injury that occurred prior to enrollment or during waiting periods. Our pet insurance protects you against future conditions, and unfortunately, there are not any pet insurance companies that can cover pre-existing conditions.
Your pet is covered anywhere in the United States, so enjoy your travels knowing you'll be just as able to receive affordable care beachside in Hawaii as you are at your home in Ohio.
PetFirst is committed to being your advocate through all phases of your pet's life, including euthanasia due to illness and injury if it becomes necessary. The only exception to this is if your pet is euthanized due to a chronic or pre-existing issue.
Yes! As long as it wasn't considered pre-existing when you enrolled, it's covered.
With PetFirst, cruciate issues are covered for the life of your pet after a 12-month waiting period for our pet insurance plans. We'll help alleviate your pet's pain by covering costs for bi-lateral cruciate and recurring cruciate injuries for your pet's entire life, provided there aren't any lapses in coverage.
If your pet had a cruciate injury during one policy year, then another in a subsequent policy year and the injury in question is unrelated or secondary to the previous injury, it's covered, granted it was not pre-existing. If the condition is pre-existing or manifests within the 12-month wait period, it will not be covered. The condition will not be covered if it is a result of a pre-existing leg/cruciate injury on the leg in question or the opposite leg. If your pet has a cruciate injury that is pre-existing but injures another leg after the 12-month waiting period, it will not be covered.
We don't cover supplements unless they're prescribed by your veterinarian. For example, we'll help you out with Denamarin, a commonly-prescribed liver supplement, and Cranadin, a cranberry supplement for UTIs, if your veterinarian has prescribed them. If your vet is recommending a supplement and you're not sure if it's going to be covered under your PetFirst policy, give us a call and we'll help you determine if it is.
At this time, we do not offer coverage for prescription pet food unless you opt for the prescription pet food rider.
We're happy to provide coverage for spayed or neutered dogs and cats,but we offer the same high-quality care for those who aren't. We do not cover the cost of spaying and neutering in our plans, but we'll help with some of the costs if you have our routine 250 and 400 riders. You'll need to have those already in place in order to receive reimbursement for spaying and neutering.
You bet we do! Enroll multiple pets in a family plan and save an average of 30%. Opt to pay a whole year's bill at once and save $24. Have a healthy pet? Great news! You may qualify for a $25 discount off your deductible for every year your dog or cat goes claim free. You can also purchase online and receive up to $10 off your purchase. See the "Billing" section of our FAQs for discount details.
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.
Accident coverage begins the next day. Although, there is a 14-day waiting period for illnesses. If an incident falls within this window, it will be considered pre-existing and won't be covered. Take a look at our section on pre-existing conditions for more specific information about waiting periods.
No. We don't require a veterinary exam to qualify for a PetFirst plan or for your coverage to begin.
No way! We believe that all dogs and cats, regardless of age, deserve to have pet insurance, so there are no age restrictions for enrolling your senior pet. Pets ages 8 weeks and older are eligible for coverage on all of our plans.
PetFirst needs the following information in order to process your claim:
You can check your claim status by selecting “Claims” in the menu of your MyPets account. You will be able to view any received and past processed claims. If you are missing documentation needed to process the claim, the items needed will be displayed on the “Received” tab. There will also be a red bar across the top of the screen to let you know we need more documentation.
Please check your email, as we would have notified you what exact documentation is needed in order to process your claim. Once you send the additional documents needed, we can get that processed quickly and reimbursement out to you as soon as possible if it is a coverable incident.
For claims that have already been processed, you can select the “Processed” tab to view the claim nature, status, amount requested, the amount reimbursed or reason it was denied. Click the “>” at the end of the bar to expand the information on your claim.
If you do not have a MyPets account, give us at 866-937-7387 to learn the status of your claim.
At PetFirst, we strive to get your claim processed within ten to fourteen days after we receive all the documentation needed from you. If it's your first claim, we'll need your pet's complete medical history, as well as notes from all the veterinarians your dog or cat has visited previously, like specialists or veterinarians you no longer see, or visits to emergency animal hospitals. This can take ten to fourteen days depending on where you live and how much information is available. Once we have your pet's records on file, we'll start the reimbursement process.
Keep an eye on your mailbox! We'll send you a check in the mail.
We calculate your reimbursement based on your veterinary bill. Once we receive all the paperwork, we'll determine the total of the covered treatments and subtract your per-incident deductible, if applicable. This number is multiplied by your reimbursement rate. For example, if your pet received $1,200 of covered treatments and you had a $100 incident deductible with a 90% reimbursement amount, you'll receive a check for $990 from us. (Vet Bill - Deductible) x Reimbursement Rate = Amount Reimbursed ($1,200 - $100) x 90% = $990 For claims related to a previous injury or illness, you'll have to meet the per-incident deductible. The per-incident deductible applies to related illnesses and injuries regardless of when they occur, provided you haven't had lapses in coverage and the problem isn't a pre-existing one. Either way, this formula for reimbursement and our "no lifetime payout limit" policy helps you get more back over the lifespan of your pet.
You can download a claim form here, or you can call us at 855-270-7387 to request one.
If you have questions, please call our Customer Service team at 866-937-7387 or email us at email@example.com. We're available Monday through Friday, from 8 am to 9 pm EST, or Saturday, from 10 am to 6 pm EST. We're always happy to answer your questions and help you find the information you need!
The PetFirst way is to keep our lines of communication as open and simple as possible. After all, you want to focus on helping your pet be healthy! After you file a claim, we'll send you an email confirming we've received it. If you don't get this email within 72 hours, give us a call or send us an email to make sure we received it. If we have follow up questions, we'll be in touch. If you're missing any information from your claim, we'll send a clear, concise email to let you know what we still need from you before we can begin processing your claim. Once we've processed your claim, we'll send you an email confirming the claim processing is complete and that you can check its status on your MyPets account. Your reimbursement check should arrive in your mailbox within 10 business days from the date on which we processed your claim.
Yes. Since our deductible is on a per incident basis, you should always file the claim. Even if the first one is below the amount of your deductible, it will reduce the amount of the deductible you're responsible for if there's another visit or more treatment necessary for this particular illness or injury. Once your deductible has been met for this specific problem, you're covered for the life of your pet's policy for that condition under any of our plans. Our policies will also insure hereditary, chronic, and congenital conditions year after year, not just accidents and illnesses. We do not penalize anyone for claim submission.
If the unfortunate happens, we want to reduce your stress and worry by making the process simple so your furry friend can receive the best care available. Visit your licensed veterinarian, specialist, or emergency animal hospital and get your pet the help it needs. You'll pay for the treatment upfront, and then complete and send the claim form, vet records from the visit, and an itemized receipt to us. You can do this via email (SubmitClaim@petfirst.com), fax (877-281-3348) or mail. While your pet is recuperating, we'll work on getting your claim through our system. We process all claims within 30 business days after we receive all the information required from you and your veterinarian. To help speed things along, please request your pet's full medical records, including veterinarian's notes and adoption records, be faxed or emailed to us. If we need more information, we'll be in touch. Once we have everything we need from you and your veterinarian, we'll get you reimbursed within 30 business days.
Yes. We have less than a 25 hour waiting period for accidents (midnight EST next day). For example, if you sign up on Monday, and your cat falls out of a tree on Tuesday, you can take her to the vet and be reimbursed for her care. There's a 14-day waiting period for illnesses. If your puppy develops an ear infection, and you've been a policyholder for more than 14 days, we'll be able to help you cover the associated costs. Please note, there's a 12-month waiting period for cruciate ligaments and disc disease.
You have the option to submit your claim via MyPets online portal, email, fax or mail. Please be sure to send the claim form, veterinary records and itemized invoice in order to get your claim processed quickly and money back in your pocket. You must submit a claim within 90 days of the treatment or invoice date in order to be eligible for reimbursement. Submit Via MyPets Portal
Select “Policies” in the menu of your MyPets account. Desktop users should see policy information below their policy number. Mobile users will need to click the “View Details” link on the “Policies” page. You can view the expiration date of your pet’s policy. PetFirst will notify you via email 30-60 days prior to your policy renewal date (varies by state regulations) and will automatically renew your policy in order to prevent a lapse in coverage. You should see a pending policy in your “Active” policies tab prior to the renewal date. If you have not set up a MyPets account, refer to your policy packet received via email or mail. If you did not receive your policy packet, give our Customer Service representatives a call at 866-937-7387, and they can give you the details!
We would love to be able to have a comprehensive list of what is covered, but since it can be thousands of things, it is much easier to list out what is not covered. To view your policy’s exclusions, select “Policies” in the menu of your MyPets account. Click on the “Policy Packet” button to read the terms and conditions of your pet’s insurance policy, which includes a comprehensive list of policy exclusions. If you have not set up a MyPets account, refer to your policy packet received via email or mail. If you did not receive your policy packet, give our Customer Service representatives a call at 866-937-7387, and they will help you out!
Once logged into the MyPets portal, select “Policies” in the menu. Desktop users should see policy information below their policy number. Mobile users will need to click the “View Details” link on the “Policies” page. Click on the “Policy Packet” button to read the terms and conditions of your pet’s insurance policy. If you have not set up a MyPets account, refer to your policy packet received via email or mail. If you did not receive your policy packet, give our Customer Service representatives a call at 866-937-7387, and they will help you out!
One of our Customer Service representatives will be happy to set up a new policy for your pet. You can call 866-937-7387 or get a quote on coverage by visiting www.petfirst.com. As an added incentive, your additional policies are eligible for a discounted rate in most states*:
*This discount is not available on family plans or in Washington.
We strive to help provide you with a helpful, humane road map, so you can navigate the financial terrain of your pet's healthcare. Our top priority is making sure our policyholders have the information and resources needed when their four-legged family members are sick or hurt. PetFirst is committed to giving you the peace of mind that comes from taking monetary considerations off the table in conversations about your pet's medical needs. Sleep well knowing that we're going to guide you through every phase of your pet's life. If you ever have any questions or concerns, please don't hesitate to email or call us.
MyPets is PetFirst's policy management system. It allows you to view the details of your policy, monitor the status of claims, and update your billing information. Access the MyPets portal here.
Yes, you can! If you decide to upgrade, you'll be subject to a new 14-day illness waiting period, but there will not be a penalty for changing your plan. There are no new wait periods for downgrading coverage. When you increase your limit, keep in mind that any conditions that developed under your old limit will be covered at the limit from the policy year in which that condition developed. If you lower your plan's limit, the condition will be covered at the lower limit.
Feel free to change your deductible as often as once a month without penalties, though keep in mind that any conditions previously covered would be subject to the higher deductible. Since our policy deductibles are per-incident, once it's met for a specific illness or injury, that deductible is no longer required, and we're able to cover up to 90% of all future claims related to that concern, depending on the percentage reimbursement selected on your policy.
Questions about changes in your deductible? Contact a PetFirst representative for more clarity.
Absolutely! You can raise or lower your deductible or reimbursement level at any time. If you decide to do this, simply call us at 866-937-7387 to make adjustments. There's no lead time for raising or lowering your rates or levels, so the changes will become effective immediately.
A deductible is the amount of your veterinary bill that you'll need to cover before we enter the picture. PetFirst's deductibles are per-incident, meaning that number will apply to each accident and illness your dog or cat has. Once the deductible has been met, we'll cover up to 90% of all future costs associated with that incident. Your reimbursement amount depends on the percentage you choose — 70%, 80% or 90%.
PetFirst is committed to being as green as possible, so we avoid sending things via mail when possible. All documentation will be sent to the email address you provided upon enrollment. If we don't have an email address on file, we'll send it by mail. You can always view your policy documents and claim forms on our website by logging into your MyPets account here.
To view your policy documents, click on "LOGIN" link at the top of the site. Log in with the email address associated with the policy and your password. Click here if you've forgotten your password.
If you've updated your password and/or email address and still aren't receiving messages from us, there could be a few reasons why. Don't worry, give us a call at 866-937-7387, and we can help you out!
Unsubscribed: At some point in time, the “unsubscribe” button was selected on a previously sent emails. If “unsubscribe” was selected for one of PetFirst’s marketing emails, it won’t send any more emails moving forward. If you want to receive newsletters, announcements, tips about your insurance and other marketing emails again we can help you re-subscribe!
Bounced: The system has flagged your email address as bounced which can happen for a variety of reasons; these including having a full mailbox, an auto-reply/out of office set up, a blocked email address, etc. Don’t worry, we can fix that, too!
Spam/Blacklisted: For one reason or another, the emails are either being filtered into the spam folder or being blocked entirely. Rather than working through the complex set of “white-listing” emails from PetFirst, we advise having an alternative email address on file.
Incorrect email address: We might have your email incorrect in our system. We can double check that for you!
We would hate to see you go, but you are able to cancel your policy at any time. Due to Department of Insurance regulations, we must receive your cancellation in writing, via our cancel form, in order to cancel your policy.
If you wish to cancel your policy, please call us at 866.937.7387 and select option 4, to allow us to assist you with the cancellation process.
In your MyPets account, select “Account” in the menu, then select the “Edit Account Info” button. Edit the information in the “Home Phone,” “Work Phone,” or “Cell Phone” fields, then click the “Save Changes” button. You can also give us a call at 866-937-7387 to speak with Customer Service and we can help.
Click “Payment Settings” in the menu of your MyPets account. To select the policy you would like to make a missed payment for, select “Edit Payment” next to the policy number. Enter payment information and click “Submit”. You can also give us a call at 866-937-7387 to speak with Customer Service and we can help you make a missed payment.
We'll be happy to help you transfer coverage to a new owner, and we promise to make the process as painless as possible. We'll update the account and billing information after we speak with you and your pet's new guardian.
When we set your premium, it will be partially based on your pet's age, because older animals tend to need more care than younger ones. Even though your premium will increase slightly as your pet goes from puppy to senior, we won't penalize you with higher rates for making claims.
Give us a call at 855-270-7387, and one of our representatives will help you renew your policy.
Yes. Your policy will renew each year unless we don't receive payment, your method of payment fails within a month of your automatic renewal, your pet passes away, or you ask us not to renew your plan.
We accept Visa, Mastercard, Discover, and American Express. Your premium will be charged to your credit card or auto-drafted from your bank account each month.
The easiest way to update your billing and contact information is through your MyPets account. If you do not have a MyPets account, simply call us at 866-937-7387 Monday through Friday, 8 am to 9 pm or Saturday 11 am to 5 pm EST, and we'll help update your information in our system.
In MyPets, select “Account” in the menu, then select the “Edit Account Info” button. Here, you can update your name, email address, or phone numbers. In order to update your address, you will need to call 866-937-7387 and speak with a Customer Service representative. Because our pet insurance policies are based on the age, breed, and location of the pet, a change in address can cause a change in the price of your policy, and a revision to your policy will need to be made.
For billing information, log into your MyPets account and click "Edit" next to the billing information heading and make the necessary changes.
The $10 off discount only applies to purchases made on our website and is not available through our call-center. Here's how it works: If the monthly cost of your plan does not exceed $13.95, the first month's cost will be $3.95 + applicable tax. For monthly cost more than $13.95, the full $10 discount will be given. If you pay annually, the full discount is given regardless of monthly cost. This discount can be combined with some special partner or employee benefits discounts.
We accept debit and credit cards — Visa, Mastercard, Discover, and American Express. There are no processing fees if you opt for one annual payment, but each recurrent monthly payment is subject to a $2 servicing fee. If your employer is participating in our payroll deduction program, we offer the convenience of deducting your premium from your paycheck so you have one less step to take. If your company doesn't offer this option, simply request that PetFirst be added to your voluntary employee deductions.
At PetFirst, we strive to make pet health insurance coverage affordable and helpful, but we understand it isn't for everyone. That's why we invite you to try out our service for 14 days to test drive the peace of mind you experience knowing that your pet is protected from illness and injury. If you decide it isn't for you, let us know, and we'll issue a full refund as long as you cancel during the first 14 days of your policy, and you haven't submitted any claims.
Select “Update Password” in the menu of your MyPets account. Enter your current password in the “Current Password” field. Select a new password (must be at least 6 characters) and enter it in the “New Password” and “Confirm New Password” fields. Click the “Update Password” button to save the new password.
On the “Policies” page of your MyPets account, click on the grey pet icon to select a photo. On the “Edit Profile Picture” page, click the “New Photo” button. Choose the file name or photo from your library. You can use the slider to zoom in on the photo or use the arrow buttons to rotate the image. Once you are satisfied with your pet’s profile picture, click “Save”.
PetFirst considers the following to be routine or preventative:
Our plans do not provide coverage for preventive care, but you can add routine care coverage to any policy and greatly increase your coverage for many of the conditions and concerns listed above.
We consider a chronic condition to be any health concern that will require long-term treatment. Chronic conditions are everything from allergies to arthritis, diabetes to glaucoma, and are covered by our pet insurance plans as long as they are not pre-existing to the policy. Not sure if your pet has a chronic condition? Ask your veterinarian for more information or consult with a PetFirst representative.
Hereditary conditions are inherited diseases or disorders. They plague certain breeds of dogs and cats and are passed down from your pet's parents to your pet. These illnesses are diverse, ranging from very serious to nearly benign.
A congenital condition is an ongoing health concern not genetically linked, but developed while your pet was in utero. These can include things like cherry eye and hip dysplasia, though congenital conditions take countless forms.
PetFirst is proud to offer coverage for all congenital and hereditary conditions on our pet insurance plans as long as they aren't pre-existing at the time your policy begins. Not sure if your pet's illness or injury is hereditary or congenital? Ask your veterinarian or check with a PetFirst representative.
Hip dysplasia is a painful genetic disorder in which the ball and socket of an animal's hip joint don't properly fit together and are only loosely fitted. Common in many breeds of cats and dogs, it can cause significant pain and even lameness. Hip dysplasia is most common in larger dogs, though small breeds and cats can be harmed by this condition, too. When you insure your pet with one of our pet insurance policies, we'll help pay for the costs associated with hip dysplasia.