Pet Insurance FAQs

A pet insurance policy can help you with your pet’s health care expenses by reimbursing you for covered costs on vet bills. If expenses don’t fall under an exclusion, your policy can make unexpected pet medical expenses more manageable.

You want your pet to have the best care possible, but that can be expensive. Annual health-related expenses for a dog can range from about $1,800 – $6,000 or more. For cats, you’re looking at $1,200 – $3,200 and up.^1,2 And if you have a puppy or kitten, their first year is likely filled with more vet visits for shots, regular exams, and more. Pet insurance helps you save on covered costs, helping you get your pet the care they deserve.

Our process is simple and straightforward. Take your pet to any licensed vet for the care they need, pay the bill, and then submit a claim to us. We’ll reimburse³ you for covered expenses according to your policy provisions. We’ll then process your claim, typically within 5 days. You can receive direct payments or paper checks.

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.³ Pet medical records also aren’t required to be eligible to enroll in a policy.

While you can enroll your pet regardless of their age, breed, or health condition, certain conditions and incidents may not be eligible for reimbursement¹ based on policy exclusions or waiting periods.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) in order to process it. This is to ensure the incident doesn’t fall under a policy exclusion.

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 an insurance policy for you to use your benefits because there’s typically no direct payment between the vet and insurance company. You also don’t need (and won’t be sent) an insurance card, your policy packet is your proof of coverage.

This means you don’t have to worry about “in-network” and “out-of-network” providers or insurance cards — like you find with human health insurance. If you have a vet you love, stick with them!

You likely want coverage that starts as soon as possible. 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.⁵

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
• Exam fees
• Surgeries and hospital stays
• Medications
• 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 to see what else can be covered.

Our 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.

Other things our policies usually don’t cover include microchipping, grooming, obedience training, elective or cosmetic procedures, breeding, and non-prescription food. Reference your policy for full details.

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

• Reimbursement rates up 90%³
• Deductible options from $0 – $2,500⁶
• Annual coverage limits from $500 to unlimited⁷

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 customer service representatives at (877) 570-1173 if you’d like further help reviewing a quote or assessing the best coverage options for your needs.

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 throughout the year.

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, you may be able to get reimbursed through our Preventive Care plan add-on. Visit our pet dental insurance coverage page for more details.

With our pet insurance for multiple pets, you can add up to three pets on a single policy with a shared deductible to save even more money.⁸ You can even group dogs and cats together, 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 together on additional family policies.

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. Call us at (877) 570-1173 to see if we can cover your unique companion.

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

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

To view your policy details on the app:

• Download the MetLife Pet Insurance App from the Apple App Store or Google Play.
• Register your account using the email you signed up with or your policy number.
• Once you log in to the App, you can set up your pet’s profile as well as view or download your policy packet from the Details screen.

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 customer service representatives at (877) 549-1671 or (855) 270-7387 to change or revise your policy. Changes can’t be made after the renewal period ends and the policy is active.

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 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.

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 (855) 270-7387 to speak with a customer service representative to cancel your policy.

Sign in to 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 number(s).

To update your mailing address, call (877) 549-1671 or (855) 270-7387 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 your pet. Please call us at (877) 549-1671 or (855) 270-7387 to speak with a customer service representative to cancel or adjust your policy.

Individual plans can be canceled, but if your pet was part of a multi-pet policy (family plan), a representative 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 counseling⁹ 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 to NY residents, but 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 services¹⁰ at any time through the MetLife Pet app. Simply select the live text chat option within the app to connect with a licensed veterinarian who can help answer your pet care questions.

So if your puppy just ate a bug, your cat is limping, or your kitten tore a nail, you can quickly ask a vet for their professional advice on what to do to help them feel better — whether it’s an at-home fix or a suggested trip to the vet.

To file a claim, please be sure to submit the following documents to get it processed as quickly as possible. We’ll request additional documents or contact your vet if we need more information.

• Your pet’s veterinary medical records — also known as SOAP notes or medical chart notes — are separate from the vet visit summary notes provided with your invoice. Ask your vet to provide you with copies.
• The itemized invoice from the vet visit is also needed.
• 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 your claim.
• A completed claims form, which you can download from our claims page, can help the claims team see what you’re seeking reimbursement for, but it is not required to move forward in the claims process.

You have the option to submit your claim via the MetLife Pet app, MyPets online portal, email, text, fax, or mail. See below for details on each option.

MetLife Pet App

Go to the Claims screen to submit your documents for a new claim. Just select the +New Claim or Documents button and follow a few simple steps to send your Vet visit notes and invoice to us. You will then receive an email about your new claim, and be able to see your claim’s status in the App claims screen. When your claim is processed, you will receive another email as well as a notification in the App letting you know. Your EOB (Explanation of Benefits) will also be available in the email as well as in the App for you to download or view.

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 more than one pet, you’ll need to upload the applicable documents for each pet (even if the documentation has both pets listed).
• Select whether it’s 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

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

When attaching documents, please be aware that the max file size per file is 7 MB, and 12 MB for all files in a single submission.

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 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.

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, and you should receive an email detailing exactly what we require. Once you send the additional documents, we can get it processed quickly and send the reimbursement 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.

If you are checking the status of your claim on the app, go to the Claims screen to submit your documents for a new claim. Just select the +New Claim or Documents button and follow a few simple steps to send your Vet visit notes and invoice to us. You will then receive an email about your new claim as well as be able to see your claim’s status in the App claims screen. When your claim is processed, you will receive another email as well as a notification in the App letting you know. Your EOB (Explanation of Benefits) will also be available in the email as well as in the App for you to download or view.

Most claims are processed within 5 days if we have all of the documentation required to process it upfront. 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. You can usually receive direct payments faster than 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.

You can choose between direct payments — through Direct Deposit (ACH), Zelle®¹¹, or PayPal — 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.¹² However, your exact price — aka the premium — depends on a few factors. The species, breed, and age of your pet, as well as where you live, can all change the cost of your policy.

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:¹³

• Employer Benefit Discount¹⁴
• Affinity Group Discount¹⁴
• Internet Purchase Discount¹⁵
• Military, Veteran, & First Responder Discount¹⁶
• Healthcare Workers Discount¹⁶
• Animal Care Discount¹⁷

We also have a healthy pet incentive so you can save on your deductible. If you go claim-free in a policy year, we’ll automatically decrease your deductible by $50.¹⁸

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.

A pet insurance deductible is the amount of money you pay out of pocket before your provider starts reimbursing you for covered expenses. MetLife Pet offers a customizable annual deductible (from $0 – $2,500) that renews each policy year.⁶

For example, if your policy has a $500 deductible, you would need to first pay $500 toward any claims you submit during your policy year that are eligible for coverage. Once you’ve met the $500, your insurance provider can reimburse you for all future eligible expenses at your reimbursement rate (and up to any annual limits) for that policy year.^3,7

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

Say you have a $3,000 vet bill that’s covered under your policy. After you meet your policy’s $500 deductible, you’ll have a $2,500 vet bill eligible for reimbursement. A policy with an 80% reimbursement rate would cover $2,000 of the remaining $2,500.¹⁹

Annual benefit limits cap your reimbursement within a 12-month period. Each policy typically has a maximum amount of money you can be reimbursed for 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.⁷

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.⁷