MetLife Pet Insurance FAQs

Pet insurance is a policy that offers coverage on certain pet healthcare expenses by reimbursing you for covered costs or, if available, paying your vet directly. MetLife Pet does not currently pay vets directly. If expenses don’t fall under an exclusion, pet insurance could help you more easily manage unexpected vet bills, future chronic condition costs, and even routine pet expenses through add-on coverage.

You want your pet to have the best care possible, but that can be expensive. Annual expenses for a dog can range from about $1,390 – $5,295 or more.¹ For cats, you’re looking at $830 – $3,095 and up.² With lifetime costs reaching over $50,000 or $60,000, respectively, finding a trusted partner to help you manage pet care costs could mean stressing a little less.^1,2

MetLife Pet Insurance can help you save money, protect your pet, and provide a safety net for your finances by reimbursing you for covered costs.³ This could help you say yes to necessary pet care when it matters most.

Our process is simple and easy. Policyholders can take their pet to any licensed vet for the care they need, pay the bill, and then submit a claim to us. In most cases, claims are processed within 5 days, and we’ll reimburse you for covered expenses according to your policy provisions.^3,4 You can receive direct payments or paper checks.

MetLife Pet Insurance policies can be used at any licensed vet, emergency clinic, or specialist in the U.S.! Veterinarians don’t need to accept your MetLife Pet policy for you to use your benefits because there’s no direct payment between the vet and us. You also don’t need (and won’t be sent) an insurance card; your policy packet is your proof of coverage.

Yes — with MetLife Pet, you have to pay the vet bill first, then submit a claim for reimbursement.³

Enrolling your pet early on — before health issues arise — could help you avoid exclusions related to pre-existing conditions. But your unique financial situation and pet’s needs influence when enrollment could make more sense. Learn more about when the best time to get pet insurance might be for you.

We pride ourselves on making it easy to enroll your pet by reducing eligibility limitations. We have no upper age restrictions and no breed exclusions — from puppies and kittens all the way up to seniors, cats and dogs of all ages and breeds are eligible to enroll.⁵

While you can enroll your pet regardless of their age, breed, or health condition, certain conditions and incidents may not be eligible for reimbursement based on policy exclusions or waiting periods.^3,5 Check out our Coverage FAQ section below for more information.

No, MetLife Pet doesn’t require you to submit your pet’s medical records to enroll them in a policy. However, when you submit your first claim, we do require the last 12 months of vet records (or adoption paperwork if applicable) to process it. This is to ensure the incident doesn’t fall under a policy exclusion.

MetLife Pet policies have a 0-day waiting period on accidents and optional Preventive Care benefits — this coverage starts at midnight after you enroll in a policy. Coverage for illnesses begins 14 days after enrollment. You can find the exact start dates for your
pet’s coverage in your policy packet.

Metlife Pet policies can cover costs related to accidents and illnesses that first occur after enrollment, and any waiting periods are over. Coverage can typically include:

• Injuries and illnesses
• Vet visit exam fees
• Surgeries, emergency care, and hospital stays
• Vet-prescribed medications and food
• X-rays, ultrasounds, blood work, and other diagnostic tests
• Hereditary, congenital, and chronic conditions
• Holistic care and alternative therapies

… and much more! Check out our coverage page for additional examples and details.

Our pet insurance typically covers unexpected accidents and illnesses, not routine care. However, you have the option to add our Preventive Care plan to your policy. For an additional cost on top of your premium, you could save on various routine and wellness expenses — like teeth cleaning, spaying and neutering, vaccinations, and parasite prevention — up to your selected benefit limits.

A MetLife Pet Insurance policy typically doesn’t cover pre-existing conditions, grooming, obedience training, elective or cosmetic procedures, breeding, and non-prescription food. Claims related to racing, coursing, law enforcement, commercial guarding, organized fighting, and negligence are also typically ineligible for coverage.

Unless you add our optional Preventive Care, routine and wellness expenses are also excluded from standard insurance coverage. Reference your policy for full details.

A pre-existing condition is an injury or illness that was contracted, manifested, diagnosed, or treated before enrollment and/or the end of applicable waiting periods.

Curable pre-existing conditions — like ear infections, vomiting, or broken bones — can typically be covered by MetLife Pet as long as the incident that occurred after enrollment is unrelated to any of the same incidents that happened before coverage.

Incurable pre-existing conditions — like allergies, diabetes, cancer, or arthritis — that your pet already has when they’re enrolled in a MetLife Pet policy will likely never be covered.

Every individual and their pet(s) have unique needs. That’s why MetLife Pet offers the option to customize your coverage and create a plan that works for you. Options include:

• Reimbursement rates up 90%³
• Deductible options from $0 – $2,500³
• Annual limit options from $500 to unlimited³
• A Preventive Care add-on plan for reimbursements on routine and wellness expenses
• A Family Plan⁵ so you can add up to three pets on the same policy with a shared deductible and annual limit

Discover the level of coverage that might be right for you and your furry family members by visiting our plans page. You can also talk to one of our pet advocates by calling (877) 570-1173 if you’d like further help reviewing a quote or assessing the best coverage options for your needs.

Our pet insurance policies can cover diagnostics and treatment related to new dental injuries and illnesses — like periodontal disease or tooth extractions — depending on the type of plan you have or the reason for the extraction. But it doesn’t cover routine dental care.

If you want coverage for your dog or cat’s routine teeth cleanings and related extractions, our Preventive Care plan add-on offers reimbursements up to your selected benefit limit. Visit our pet dental insurance coverage page for more details.

With our unique Family Plan, you can add up to three pets on a single policy with a shared deductible and annual limit.⁵ You can even group dogs and cats, or mix and match ages — like a puppy with a senior cat or a kitten with a senior dog. If you have more than three pets, they can be grouped on additional Family Plans.

You can also add optional Preventive Care to your Family Plans, so your companions can be covered for the unexpected and expected.

Yes, we offer coverage for certain exotic pets! We’ve welcomed reptiles, rabbits, ferrets, and birds into our family of protected pals.⁶ Call us at (877) 570-1173 to see if we can cover your unique companion.

You can find details about your policy via the MetLife Pet app or MyPets Portal online after you’ve registered your account.

When you log into the mobile app or the desktop portal, each pet will have their own “Pet Card” on the Home screen. Click See Details on the Pet Card you want to view, and then click See Details again (below the pet’s name) to view their policy and coverage information. Click on the Policy Packet link — found below the policy number — to read or download the terms and conditions of that insurance policy.

Don’t have a policy yet, but want to get a peek at some of the details? Download a sample policy.

MetLife Pet Insurance allows you to make changes to your policy during your annual renewal period. You can add Preventive Care, adjust your coverage levels, upgrade to a Family Plan, remove a pet, and more.

When your policy is up for renewal, call one of our pet advocates at (877) 549-1671 or (855) 571-3425 to change or revise your policy. Changes can’t be made after the renewal period ends, and the policy is active. If you need to add a pet at any time, give us a call to discuss your options.

MetLife Pet Insurance will notify you via email 30 – 60 days before your policy renewal date (varies by state regulations). We’ll automatically renew your policy to prevent a lapse in coverage for your pet, but if you need to make changes to your policy, this is the time to do it.

You can check on the status of your policy at any time. Sign in to your MyPets account or log into the mobile app and click See Details on the Pet Card you want to view details for. Click See Details again to see policy information, status, and expiration date below the policy number.

We understand that sometimes life brings changes, and what used to work for you may not anymore. Whatever the reason is, please call us at (877) 549-1671 or (877) 503-2217 to speak with a customer service representative to cancel your policy. 

Massachusetts policyholders may submit their request here.

Sign in to your MyPets account or the mobile app, navigate to “Account Information” in the menu, then click the Edit button. You can update your name, email address, or phone number(s).

To update your mailing address, call (877) 549-1671 or (855) 571-3425 and speak with a customer service representative. Because our pet insurance policies are based in part on your zip code, a change in address can affect your premium, and a revision to your policy will need to be made.

To update information regarding your pets, such as age, breed, or name, you'll need to call and speak with a customer service representative.

We’re sincerely sorry to learn of the loss of any pet. If your pet has passed, please call us at (877) 549-1671 or (855) 571-3425 to speak with a pet advocate to cancel or adjust your policy.

Individual plans can be canceled, but if your pet was part of a Family Plan, a pet advocate can assist you in removing them from the policy and reviewing policy changes that take place when this happens.

To help you navigate this difficult time, you and your family are eligible for grief counseling⁷ sessions at no cost to you with a licensed, professional counselor. For more information, please contact TELUS Health at (866) 456-0017. Grief counseling is currently not available in all states, so we encourage you to seek out any assistance you may need via help lines or other counseling options.

Policyholders have access to free vet telehealth chat services⁸ at any time through the MetLife Pet app. Simply go to “Vet Chat” in the menu to connect with a certified veterinary technician who can help answer your pet care questions and provide next steps — whether it’s an at-home fix or a suggested trip to the vet.

To file a claim, please be sure you have your pet’s veterinary medical records — also known as SOAP notes — and the itemized invoice from the vet visit. If this is your first claim with MetLife Pet Insurance, we require the last 12 months of veterinary records (or adoption records, if applicable) to process it. We’ll request additional documents or contact your vet if we need more information.

Our mobile app and desktop portal are the best ways to submit claims. You also have the option to file claims through email, text, fax, or mail.

MetLife Pet App & MyPets Online Portal

1. Log in to your account. Head to the “Claims” menu and click New Claim or Documents.
2. Select the pet you’re filing a claim for, click Start Claim to begin, then upload your documents using the accepted file types. Review your selections and click Confirm and Submit Claim, then Done after the success message appears. You’ll also get a confirmation email letting you know the claim has been successfully submitted.
3. Check claims in progress under the “Recent” menu on the Claims page. Click See Details to view the Claims Tracker and review submitted documents. If you need to upload additional documents, click Add Documents. You can also follow the prompt if a notification appears on your Home page stating you’re missing documents.
4. You’ll get an email and a banner notification on your Home page with the Explanation of Benefits (EOB) when your claim is complete. Reimbursements for covered expenses are sent right away.³

Email

Claims email address: pet_submit_claim@metlife.com

To submit your claim via email, include the policy number and pet name in the body of the email. Please be sure to properly attach all required documents — don’t copy and paste them within the body.

When attaching documents, the max file size is 5 MB per file, and 35 MB for all files in a single submission.

Text

Text the pet name, policy number, and required documents to (317) 820-2275

Fax

Fax the pet name, policy number, and required documents to (877) 281-3348

Mail

Mail your required documents along with the pet name and policy number to the following address:

MetLife Pet Insurance

Attn: Claims Department

400 Missouri Avenue, Suite 105

Jeffersonville, IN 47130

You must submit a claim within 90 days of your pet’s treatment to be eligible for reimbursement.

You can check your claim status via the MetLife Pet app or your MyPets account by navigating to “Claims” in the menu.

Claims in progress are found under the “Recent” menu on the Claims page. Click See Details to check the Claims Tracker and review documents submitted with the claim. Past claims are found under the “Completed” menu on the Claims page. Click the > icon to expand each claim and see the claim details, documents, amount requested, or reimbursed amount.

Most claims are processed within 5 days if we have all of the required documentation upfront.⁴ If we need more information, this can delay the reimbursement process. Reimbursements for covered claims can then be paid out either by direct payments or paper checks.

To ensure a quick turnaround and get money back in your pocket, it’s important to submit the necessary paperwork and check the status of your claim, should we need additional information.

To receive your reimbursements, you can choose between direct payments — through direct deposit (ACH), PayPal, or Zelle^®9 — or paper checks sent in the mail.

Following your first approved claim with a reimbursement, you’ll receive a link to select and save your preferred reimbursement method. Future claims that require reimbursement will automatically be issued via your selected method once the claim is processed.

MetLife Pet plans start at $7 per month for cats and $16 per month for dogs.¹⁰ However, your exact price — aka the premium — depends on factors like the species, breed, and age of your pet, as well as where you live.

Other factors that can impact the price are the level of coverage you choose, adding more pets to a policy, and whether you enhance your plan with optional coverage, like Preventive Care. You can learn more about pet insurance costs or get a free quote to see your personalized rates.

Yes! A variety of discounts are available, including:¹¹

• Employer Benefit Discount¹²
• Affinity Group Discount¹²
• Internet Purchase Discount¹³
• Military, Veteran, & First Responder Discount¹⁴
• Healthcare Workers Discount¹⁴
• Animal Care Discount¹⁴

We also have a healthy pet incentive so you can save on your deductible — not just your monthly premium. We’ll automatically decrease your deductible by $50 if you go claim-free in a policy year.¹⁵

You can set up an automatic payment from your bank account, debit card, or credit card with MetLife Pet to pay your premium. If your policy is part of your employee group benefits, payroll deduction may be available.

Policyholders who set up automatic payments through MetLife Pet — not their employer — can manage their payment method, and make one-time payments, by navigating to the “Payment Center” menu of the mobile app or desktop portal.

A pet insurance deductible is the amount of money you pay out of pocket before your provider starts reimbursing you for covered expenses. Once you meet your deductible, you don’t have to pay it again for the rest of the policy period. MetLife Pet offers a customizable annual deductible (from $0 – $2,500) that renews each policy year.³

The reimbursement rate is the amount of money, as a percentage, that your policy will pay out for eligible medical expenses. MetLife Pet offers customizable options up to 90%.³

Annual benefit limits cap your reimbursement within a 12-month period. Each policy typically has a maximum amount of money you can be reimbursed per policy year. Once you’ve hit your annual benefit limit, you’ll be responsible for the full cost of your vet bills until your annual limit resets. MetLife Pet offers customizable annual limits starting at $500, including an unlimited option.³

Speaking of caps, we don’t have per-incident limits on claims. You can be reimbursed for all covered expenses up to your annual benefit limit — even if you submit multiple claims for the same incident.³

To calculate your reimbursement, MetLife Pet identifies any covered expenses in your claim, subtracts any remaining deductible from them first, then applies your reimbursement rate to the resulting amount.

Let’s say you have a $3,000 vet bill that’s covered under your policy. Your policy has a $500 deductible, an 80% reimbursement rate, and a $10,000 annual limit.

The first $500 will be subtracted from the bill to meet your deductible. This leaves you with $2,500 that qualifies for reimbursement at your 80% rate. In this case, you could get a reimbursement of $2,000 — which is 80% of the remaining $2,500. Since you haven’t exceeded your annual limit of $10,000 yet, you’d get the entire $2,000 back.¹⁶