Frequently Asked Questions

Questions About Enrolling in Pet Insurance

• Who can enroll?
• Best Friends Pet Insurance is available for dogs and cats starting at 8 weeks of age.  Once your pet is enrolled in a Best Friends Pet Insurance program, coverage can be kept for the life of the pet, regardless of age.
• When does my pet insurance coverage begin?
• Coverage for accidents will start the day after we receive your payment and enrollment. For illnesses, there is a 14 day waiting period. This means illness coverage will start on day 15 of your policy.
• My pet is healthy right now. Why should I get pet insurance?
• While your pet might be healthy today, there is no way to predict what might happen in the future. With Best Friends Pet Insurance, you’ll be able to make sure that your pet has access to the best care possible in the event of an illness or accident, without having to make heart-breaking choices based on finances.
• My dog’s breed is prone to hip dysplasia.  Am I still eligible for coverage?
• Best Friends Pet Insurance covers hereditary conditions such as hip dysplasia.  As long as your pet hasn’t been diagnosed with the condition, or isn't showing symptoms of the condition before enrollment or within the 14 day illness waiting period, coverage will be available.

 

Questions About Pet Insurance Coverage

• How much coverage will I receive?
• You select how much coverage you’ll receive. With Best Friends Pet Insurance, you can select your illness deductible from $100-$500.
• What is covered?
• Best Friends Pet Insurance provides coverage for the diagnosis and treatment of all accidents and illness as well as ongoing treatment for your pet*. Your lifetime coverage allowance will provide for ongoing treatment for all medical conditions or emergencies. Your pet insurance coverage is for life – conditions won’t be excluded once you start claiming as long as you renew each year.
• Will my pet be covered for ongoing conditions?
• You are covered for diagnosed, ongoing conditions to the full amount of your lifetime allowance.
• What is the maximum amount I can claim for a medical condition?
• There is no maximum amount you can claim for a medical condition. The only limit is the lifetime coverage limit you have chosen.
• Are pre-existing conditions covered?
• If your pet has a pre-existing medical condition*, we may have to exclude it under the plan you have selected. Exclusions can be either temporary or permanent.
  
  * Medical conditions that have been noted, are symptomatic or pre-existing before enrollment or within the 14 day illness period are not available for coverage.

Questions About Veterinary Care

Do I have to use a specific veterinarian or am I free to choose? 

• You can use any licensed veterinarian in the United States or Canada while traveling. The veterinarian you choose can be part of a clinic, an emergency vet or someone who specializes in alternative therapies, as long as he/she is licensed.
• After I’ve enrolled my pets, can they continue to see their usual veterinarian?
• We certainly hope you continue to see your regular veterinarian, but you are free to use any licensed vet in the United States and while traveling in Canada.
• What about checkups? 
• In order to ensure your pet's health, we require that you maintain regular checkups and vaccinations as specified by your veterinarian.

Questions About Making a Pet Insurance Claim

How do I make a claim? 
Simply fax or mail in a completed claim form filled out by you and your veterinarian along with detailed paid invoices. Click here to download a claim form.
How much can I claim for? 
You are able to claim for the maximum amount of coverage you have selected.
How much will I get back from my claim? 
The amount you receive is determined by three things:

• The amount of coverage you have selected
• The deductible and co-payment applicable to your coverage
• The amount you have already been reimbursed for medical treatment for your pet

What is a deductible? 
The deductible is the amount you must pay toward a claim before your insurance begins to pay. For example, if you have a $500 claim and your policy has a $100 deductible, you will pay $100 and your insurance will pay covered costs, less the co-payment.
What is a co-payment? 
We will pay a percentage of each covered claim up to the maximum benefit amount, depending on your level of coverage as stated on your Document of Insurance. Your share of each covered claim will be the remaining percentage. This is referred to as your co-payment. Once the claim payable has been determined any applicable deductibles will then be applied before reimbursement.

 

Questions About Policy Payment & Renewal

How do I pay my premiums? 
You can pay for your premiums monthly or annually:

• Monthly: using Visa, MasterCard, or direct debit from your bank account; or
• Annually: using Visa, MasterCard, a check or a money order.

How often will I pay? 
You can choose to pay a lump-sum for the entire year's worth of coverage or you can remit your payments on a monthly basis. Please note that there is a $2.00 monthly fee for monthly remittances.

How do I renew my pet insurance policy? 
Your policy will be automatically renewed provided you maintain your payment schedule. You can cancel your policy at any time.

I have looked for pet insurance before but it’s always so expensive. 
Best Friends Pet Insurance is designed to be affordable and flexible. To find out how much pet insurance will cost, get a free no obligation quote.

What if I decide that I don’t have enough coverage for my pet? 
Your policy can be upgraded any time you wish - just get in touch with us and we’ll take care of you.

What should I do if I need more information? 
We are more than happy to answer any questions you might have about Best Friends Pet Insurance. You can call us at 1-877-218-0409 or chat online with one of our friendly representatives.