Pet Insurance FAQs

Can’t find the answer to your question? Contact us here, or call 855-270-7387.

General Pet Insurance FAQs

Pet owners can buy a pet insurance policy to help cover their pet’s health care expenses. With MetLife Pet Insurance, you may be able to cover up to 90% of the vet bill from any licensed veterinarian, specialist or emergency clinic across the U.S.1

Now more than ever, pets are playing a significant role in our lives, and it is important to keep them safe and healthy. You may have already experienced the cost of veterinary care for your pet. The average annual cost for health-related expenses for a dog can range from about $500 to $1,200 for a dog and $400 to $1,000 for a cat.2 Pet insurance can help you save on these costs.

Our process is simple and straightforward. Take your pet to the vet and pay the bill, then send your claim to us. You can file by using our mobile app, online portal, email, fax, or mail, and we’ll process your claim within 10 days. Then, if the claim expense is covered under your policy, you’ll receive reimbursement by check or direct deposit or through quick-pay options like Zelle and Apple Pay.

MetLife Pet Insurance provides among the shortest wait periods for accident and illness coverage.3 Accident coverage and wellness coverage (for those who select it) begin on the effective date of your policy. Illness coverage begins 14 days later.

 

Coverage can typically include:

  • Injuries
  • Illnesses
  • Exam fees
  • Surgeries and hospital stays
  • Medications
  • X-rays, ultrasounds, and diagnostic tests
  • Hip dysplasia
  • Hereditary and congenital conditions
  • Chronic conditions
  • Holistic care and alternative therapies

… and much more! Check out our coverage page to see what else can be covered.

Pet insurance typically doesn’t cover pre-existing conditions, which include illnesses, injuries, or symptoms that arose prior to the coverage date and/or conclusion of the applicable waiting period. That’s why it’s a good idea to enroll your pets early to help ensure they’re protected.

You can visit any licensed vet or emergency clinic in the U.S., and you and your veterinarian of choice can determine the best treatment plan and medical course of action for your pet. Once you’ve received and paid your bill, send it to us and we will process your claim for reimbursement5 if the claim expense is covered under the policy.

We believe that every individual and their pet have unique needs. That’s why we provide the ability to customize your coverage and choose the plan that works for you. Options include:

  • Levels of annual coverage from $500 to  unlimited4
  • $0 – $2,500 deductible options5
  • Reimbursement percentages from 50% to 90%1

Each pet’s premium will be unique based on the age, sex,6 breed, and location, as well as what coverage amount you select. Plus, if you go claim-free in a policy year, we’ll automatically decrease your deductible by $25 or $50.7

Yes! A variety of discounts are available including:

  • Employer Benefit Discount8
  • Affinity Group Discount8
  • Internet Purchase Discount9
  • Military, Veteran & First Responder Discount10
  • Healthcare Workers Discount10
  • Animal Care Discount11

You can set up an automatic payment from your bank or credit card with us. If your policy is part of your employee group benefits, payroll deduction may be available.

Policyholder FAQs

With our family plans, you can include more than one pet under a single policy! One of our customer service representatives will be happy to set up a new policy for your pet — you can call 1-855-270-7387.

MetLife Pet Insurance allows you to make changes to your policy during your annual renewal period. You’ll be notified via email when your policy is up for renewal. You’ll then need to call one of our customer service representatives at 866-937-7387 (855-270-7387) to change or revise your policy. Changes can’t be made after the renewal period ends and the policy is active.

You can access our vet telehealth concierge services at any time through the MetLife Pet app. Simply select the live text chat option to connect with one of our experts.

Please call us at 866-937-7387 (855-270-7387) to speak with a customer service representative to cancel your policy.

You can find details surrounding your policy coverage via the MetLife Pet app or your MyPets account online.

Once you’re signed into your MyPets account, please 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 pet insurance policy.

Read our coverage and exclusions page to see general coverage details. Because your policy coverage can include thousands of things, it’s much easier to list what isn’t covered. To view your policy’s exclusions, select "Policies" in the menu. Click on the "Policy Packet" button to read the terms and conditions of your pet’s pet insurance policy, which includes a comprehensive list of policy exclusions.

Dental-related claims are coverable if related to new periodontal disease or an injury/illness. Pre-existing periodontal disease or any pre-existing perio conditions are not coverable. MetLife Pet Optional Preventive Care plans can provide coverage for dental cleanings that are not related to periodontal disease. 

You have the option to add a Preventive Care Plan to your policy, but only during your policy’s annual renewal period.12 Once you’re notified via email of your pending renewal, you’ll need to call one of our customer service representatives at 866-937-7387 (855-270-7387) to revise your policy during the allotted timeframe.

MetLife Pet Insurance will notify you via email 30 – 60 days prior to your policy renewal date (varies by state regulations) and will automatically renew your policy to prevent a lapse in coverage for your pet. You can check on the status of your policy at any time by signing into your MyPets account and selecting "Policies" from 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. You should see a pending policy in your "Active" policies tab prior to the renewal date.

Sign into your MyPets account and select "Account" in the menu, then select the "Edit Account Info" button. You can update your name, email address, or phone numbers.

To update your mailing address, call 866-937-7387 (855-270-7387) and speak with a customer service representative. Because our pet insurance policies are based in part on the 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.

We are sincerely sorry to learn of the loss of your pet. Please call us at 866-937-7387 (855-270-7387) to speak with a customer service representative to cancel your policy. To help you navigate this difficult time, you and your family are eligible for grief counseling sessions at no cost to you with a licensed, professional counselor. For more information, please contact TELUS Health at 1-866-456-0017. Grief counseling is not available to NY residents. 

Claims FAQs

You have the option to submit your claim via the MetLife Pet app, MyPets online portal, email, text, fax, or mail. To file a claim, please be sure to send the claim form, veterinary records, and itemized invoice to get your claim processed as quickly as possible. You must submit a claim within 90 days of the treatment in order to be eligible for reimbursement.

MyPets Online Portal

Click "Submit a Claim" in the menu to upload digital files of your veterinary records (SOAP notes, chart notes, etc.) and itemized invoice.

  • Select the pet the claim is for. 
    • If you’re submitting a claim for each pet, you’ll need to upload the applicable documents for each pet (even if the documentation has both pets listed).
  • Select whether it is a "New" or "Existing" claim. Select "Existing" when you need to send additional documents for a submitted claim.
  • Click "Add Files."
  • Select the files needed to process the claim, then click OK.
  • Verify all the files and documentation needed are listed on the screen.
  • Click "Submit" to send the documentation to MetLife Pet Insurance.

Email

Claims email address: pet_submit_claim@metlife.com

You can always submit your claim via email. When doing so, please be sure to include your policy number and pet name in the body of the email. Please be sure to properly attach all records via email — don’t copy and paste within the body.

Text

Claims text number: 317-820-2275

Fax

Claims fax number: 877-281-3348

Again, please be sure to note the pet's name and policy number on all fax documentation.

Mail

Claims mailing address:

MetLife Pet Insurance
Attn: Claims Department
400 Missouri Avenue, Suite 105
Jeffersonville, IN 47130

You can check your claim status via the MetLife Pet app or your MyPets account.

In your MyPets account, select "Claims" in the menu to view any received and past processed claims.

If you’re missing any documentation needed to process the claim, the required items will be displayed on the "Received" tab. Upon logging in, there will also be a red bar across the top of the screen to let you know more documentation is needed. 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, we can get it processed quickly and reimbursement sent out to you as soon as possible, if it’s a coverable incident.

Via MyPets, you can select the "Processed" tab to view the claim nature, status, amount requested, amount reimbursed, or reason it was denied. Click the ">" at the end of the bar to expand information on your claim.

In order to process your claim, we need the following information to be submitted:

  • Completed & Signed Claim Form —  this form is not required if submitting a claim through the MetLif Pet app and MyPets Claim Portal.
  • Veterinary Medical Records — also known as SOAP notes or medical chart notes — these are NOT the summary of the visit notes provided with your invoice. You’ll need to ask the veterinarian or vet staff to provide you with copies of the SOAP notes.
    • If this is your first claim with MetLife Pet Insurance, we require the last 12 months of veterinary records to process your claim. Be sure to send records from all veterinary providers your pet has visited in the last 12 months.
    • If you adopted your pet and this is your first claim, we require the adoption paperwork and veterinary records from the adoption facility.
  • Itemized Invoice

To learn more about filing a claim, please visit our claims page.

SOAP notes (an acronym for subjective, objective, assessment, and plan) are a method of documentation employed by veterinary providers to write notes in a patient's chart. These medical records can be digital or handwritten records from your veterinarian. MetLife Pet Insurance requires this documentation to verify that the charges and treatments listed in your claim are for a condition or issue that’s covered by your pet’s policy.

Please note that SOAP records are typically different from “discharge notes/instructions” that are typically provided at check out.

A pet insurance deductible is the amount of money on your vet bill that you’re responsible for under the terms of the policy before your provider reimburses you. A $3,000 vet bill under a plan with a $500 deductible means you would pay the first $500. The insurance provider would cover the rest of the bill up to your reimbursement rate. The size of your deductible depends on the policy plan you choose. You can find your reimbursement rate in your policy packet. 

The reimbursement rate is the amount of money, as a percentage, that your policy will send you to cover your pet’s medical expenses. Let’s continue the example we used above with a vet bill totaling $3,000. After you meet the $500 deductible, you will have a $2,500 vet bill. A policy with an 80% reimbursement rate would cover $2,000 of the remaining $2,500 vet bill. You can find your reimbursement rate in your policy packet. 

Annual limits cap your reimbursement within a 12-month period. Each policy typically has a maximum amount of money that you can be reimbursed for per year. Once you’ve hit your annual reimbursement cap, you would be responsible for the full cost of your vet bills until your annual limit resets. You can find your annual limit in your policy packet. 

**As with any insurance policy, coverage may vary. Review our coverage and exclusions

1 Reimbursement options include: 70%, 80% and 90% and a 50% option for MetGen policies and a 65% option for IAIC policies only. Pet age restrictions may apply.

2 "2022 Lifetime of Care Study," Synchrony

3 Accident and optional Preventive Care coverage begins on midnight EST of the effective day of your policy compared to a wait time of 2 to 15 days for many competitors; Illness coverage begins 14 days from the effective day of your policy compared to 14 to 30 days for many competitors. Based on a March 2023 review of publicly available summary information. Competitors did not furnish copies of their policies for review. If you have questions about a particular competitor's policy or coverage, please contact them or their representative directly.

4 Annual limit options range from $500 – $25,000 in $1,000 increments. Unlimited benefit option subject to availability.

5 Deductible options range include: $0 – $750 in $50 increments and $1,000, $1,250, $1,500, $2,000 and $2,500.

6 For IAIC policies only.

7 Your pet’s deductible automatically decreases by $25 (IAIC policies) or $50 (MetGen policies) each policy year that you don’t receive a claim reimbursement. May not be available in all states.

8 Discount is not available in MN or TN. This discount is only available to individuals who are eligible members or employees of an entity that has arranged for MetLife Pet to offer pet insurance. (IAIC policies, the discount is 10% for Groups > 1000 lives and 5% for Groups 51-999 lives. MetGen policies, this discount is 10% for Employer Groups and 5% for Associations).

9 When coverage is purchased on-line, a premium discount will apply during the first year of the policy.

10 Discount may not be available in all states. A discount is available to Healthcare Workers, First Responders, and serving and retired members of the Armed Forces.

11 A discount is applicable to staff/owners of animal care facilities. Not available in NY.

12 For IAIC policies, optional Preventive Care coverage is based on a Schedule of Benefits. For MetGen policies, optional Preventive Care coverage is included in the annual limit.

Coverage issued by Metropolitan General Insurance Company ("MetGen"), a Rhode Island insurance company, headquartered at 700 Quaker Lane, Warwick, RI 02886, and Independence American Insurance Company ("IAIC"), a Delaware insurance company, headquartered at 11333 N Scottsdale Rd, Ste 160, Scottsdale, AZ 85454. Coverage subject to restrictions, exclusions and limitations and application is subject to underwriting. See policy or contact MetLife Pet Insurance Solutions LLC ("MetLife Pet") for details. MetLife Pet is the policy administrator. It may operate under an alternate or fictitious name in certain jurisdictions, including MetLife Pet Insurance Services LLC (New York and Minnesota) and MetLife Pet Insurance Solutions Agency LLC (Illinois).

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