What Documents Are Required To Submit a Claim?
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Itemized invoice from the vet visit: A digital or handwritten invoice from your vet that includes a breakdown of all the charges, not just a total cost. See a sample invoice.
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Your pet’s vet medical records: Also called SOAP notes, these handwritten or digital notes provide an overview of the incident. See sample SOAP note.
- If this is your first claim, we require the last 12 months of veterinary records (or adoption records, if applicable) to process your claim.
A completed claims form can help show our Claims Team what you’re seeking reimbursement for, but it’s not required to move forward in the claims process.
Submit Your Claim Through MetLife Pet’s Mobile App or the MyPets Online Portal
The best way to submit your claim for processing is through our mobile app or desktop portal. These options also help you to track the status of your claim and conveniently keep all of your pet’s documents in one place.
Log in
Upload documents
Select the pet you’re submitting a claim for. If you’re filing for multiple pets, upload separate documents for each — even if they appear on the same paperwork.
You’ll be prompted to upload your documents, and a clickable checklist will guide you through what’s needed. Click Start Claim to begin, then upload your documents using the accepted file types.
Once everything is uploaded, review your selections and hit Confirm and Submit Claim, then Done after the success message pops up. You’ll also receive a confirmation email letting you know your claim has been sent successfully.
Need to add more documents later? We’ll tell you how in the next step.
Track your claim
After you submit your claim, our team gets to work! If we need more information from your vet, we’ll contact them directly. If we need something from you, we’ll send an email and a banner notification to your Home page.
You can view claims in progress under the “Recent” menu on the Claims page. Click See Details to check the Claims Tracker and review submitted documents. If you need to upload anything new, click Add Documents. If you received a notification on your Home page that you’re missing documents, you can follow that prompt, too.
Past claims can be found under the “Completed” menu on the Claims page. Tap the > icon to expand each claim and see the claim details, documents, amount requested, or reimbursed amount.
Get reimbursed
As long as we have everything we need, most claims are processed in about 5 days.1 When your claim is complete, you’ll get both an email and a banner notification on your Home page with the Explanation of Benefits (EOB).
Review the EOB for more information on how your claim was processed. We’ll send reimbursements for covered expenses right away.2
After your first reimbursement, you’ll receive a link to set up your preferred reimbursement method: direct deposit (ACH), PayPal, Zelle®3, or a paper check. Once selected, we’ll use it automatically for future claims.
Important Reminders When Filing a Claim
To make the claims process smoother, keep these few things in mind before you start filing:
Know your coverage limits
If you owe a deductible, that’s taken into account before your reimbursement rate is applied to covered expenses. If you’ve met your policy’s annual limit, you won’t be reimbursed.2,4,5
Be mindful of your waiting periods
If you’re submitting a claim during your policy’s waiting period or submitting a claim at a later date for a vet visit that happened during a waiting period, it’s not eligible for reimbursement.
Understand your coverage and exclusions
If any of the health conditions or specific expenses in your pet’s claim aren’t covered by your policy, you won’t be reimbursed for them. Check your policy for details.
Pre-existing conditions aren’t reimbursable
If your pet receives care for any pre-existing conditions, related expenses won’t be reimbursed. You may be able to get coverage for them if you switch to MetLife Pet through your employer.6
Other Ways To Submit Your MetLife Pet Claim
Email your documents to: pet_submit_claim@metlife.com
Properly attach all documents to the email — don’t copy and paste them within the body. The max file size is 5 MB per file, and 35 MB for all files in a single submission.
Mail your documents to:
MetLife Pet Insurance
Attn: Claims Department
400 Missouri Avenue, Suite 105
Jeffersonville, IN 47130
Text Messaging
Text your documents to: (317) 820-2275
Fax
Fax your documents to: (877) 281-3348
Frequently Asked Questions
If you added our optional Preventive Care plan to your insurance policy, you can get reimbursed for certain routine and wellness expenses, up to your selected benefit limit. The process and documents required to submit a Preventive Care claim are the same as for an accident or illness insurance claim.
We’ll check the itemized invoice to make sure the expenses are covered under your selected Preventive Care plan add-on and you’ll be reimbursed accordingly.
If we have all required documents up front, most claims are processed within 5 days.1 If we need additional information, this can delay processing. MetLife Pet Insurance has up to 30 days to reimburse you for covered expenses.
If you believe your claim determination is inaccurate, you can submit an official written appeal within 90 days of receiving the initial claim decision. It must indicate which claim you’re appealing and include an explanation — plus any relevant information — for the appeal.
MetLife Pet Insurance will notify you when the appeal has been received, and has 45 days to reach a final decision. That timeline can be extended if additional information is needed. See your exact policy for more details on the appeals process.
Your pet deserves great care. Get it with the help of MetLife Pet.
