FAQs
FAQ Sections
Billing
Cancellation
Claims
Coverage
Enrollment
Billing
Q: How do I update my payment information?
A: You may call 877-291-PETS (7387).
Cancellation
Q: Is coverage ever cancelled because my pet has reached a certain age?
A: No, PetFirst will continue to renew your pet insurance plan no matter the age of your pet.
Q: How do I cancel my coverage?
A: All cancellation requests must be put in writing with a signature and forwarded to PetFirst. You may fax your cancellation request to 1-866-322-5246 or mail your cancellation request to:
PetFirst Healthcare
200-1200 Portage Avenue
Winnipeg, MB R3G 0T5
Claims
Q: How do I file a claim?
A: It is easy to file a PetFirst Healthcare claim. Complete instruction for filing claims are on the PetFirst claim form.
Q: Is there a deductible or co-pay as part of the policy coverage provided by a PetFirst Healthcare plan?
A: With PetFirst Healthcare, you have 80% coverage. You are responsible for the remaining 20%.There is also a $250 deductible per incident for accidents and illnesses that must first be satisfied before claims are paid for veterinary services to a pet owner.
Q: What is an incident?
A: A single incident can include several diagnoses. For example, if a pet has been hit by a car and incurs multiple injuries, each of these individual injuries would serve as a diagnosis, but all would derive from one incident. Follow up visits for an accident or illness is considered a continuation of the same incident. If a veterinary visit consists of more than one diagnosed accident or illness, each diagnosis is subject to the deductible and the per incident limit.
Q: How long does it take to process a claim?
A: We aim to process claims within five (5) days of receiving all of the required information. Missing medical records, claim forms or invoices will result in a delay in processing your claim.
Q: Do you cover diagnostic testing?
A: Yes. As long as the medical condition is covered by the policy, we would reimburse up to your limit less the coinsurance and the deductible.
Q: How long do I have to file a claim?
A: You have six (6) months from the treatment date if claiming an accident, illness, or routine care coverage.
Q: Will I receive an explanation of how my claim was processed?
A: You will receive a letter explaining the conditions or treatments for which benefits were paid or denied. If the claim has been processed for payment, the letter will be accompanied by a claims check.
Q: Who is responsible for submitting claims for my pets?
A: The pet owner has the responsibility of submitting claims. We encourage you to fax your claims to
1-866-322-5246. Alternatively, you can mail your documentation to:
PetFirst Healthcare
200-1200 Portage Avenue
Winnipeg, MB R3G 0T5
Coverage
Q: Do all veterinarians accept this pet insurance?
A: Yes. Because PetFirst Healthcare is a reimbursement program, policyholders are free to use any licensed veterinarian in Canada or while traveling in the US.
Q: If my veterinarian refers my pet to a specialist, are the specialist's services covered by PetFirst Healthcare plans?
A: Yes. PetFirst Healthcare plans offer coverage for treatment from
any licensed veterinarian nationwide. This includes specialists and
urgent care centers.
Q: What is a pre-existing condition?
A: A pre-existing condition is any illness, accident or injury that
has contracted, manifested or incurred prior to the effective date of
your policy. Pre-existing conditions are not covered by PetFirst
Healthcare plans.
Q: Does PetFirst Healthcare cover elective surgeries?
A: The PetFirst Healthcare policies cover thousands of medical problems and conditions, but they do not cover cosmetic or preventive surgeries. Declawing, dew claw removal, anal sac removal, ear cropping or tail docking are a few of the elective procedures which are not covered under PetFirst Healthcare coverage.
Q: How are prescriptions and medications paid on your policy plans?
A: Medications are reimbursed according to the medical condition that has been diagnosed.
Q: If it is medically necessary, is euthanasia covered?
A: Yes.
Q: Does the policy cover all types of cancer?
A: Yes, except cancer that is determined to be the result of a pre-existing condition.
Q: If I purchase one kind of plan, can I upgrade to a higher level of coverage at a later time?
A: Yes, all plans can be upgraded at renewal.
Enrollment
Q: Can you still enroll pets with pre-existing conditions?
A: Yes, we can enroll pets with pre-existing conditions, but those
conditions should be disclosed at the time of enrollment. PetFirst will
not provide coverage for treatment of any condition determined to be
pre-existing.
Q: Do you insure other animals besides cats and dogs?
A: We exclusively insure dogs and cats.
Q: Must a pet be of certain age before it can be enrolled for protection?
A: For initial enrollment, cats and dogs must be older than 8 weeks.
Q: Is there a waiting period for my policy to become effective?
A: Once your application is complete and accepted by PetFirst Healthcare, there is a 48 hour waiting period for accident protection and fourteen (14) days for illness. If your pet becomes ill or has an accident during the waiting period, this condition will be considered pre-existing and will not be covered by PetFirst Healthcare. Even if you wait to seek treatment until after the waiting period has expired, the condition will not be covered.
