File a pet insurance claim
Is your pet sick or injured? File a claim for your dog's or cat's vet fees in the customer portal, by email or by mail. It's fast and easy.
Have questions?
Call us to get advice, check the status of a claim or sign up for direct deposit.
Before you make a claim
You can start these steps as soon as you schedule a visit at the vet. Use one form per animal if you're filing for several pets.
Select each step for more information or scroll down to see all the steps:
1. Download the claim form
Download the claim form and print it out.
You can also use the pre-populated claim form available on the customer portal. It already has your contact information and your cat's or dog's information.
2. Make an appointment with a vet
You can make an appointment with:
- Your regular vet or a new one
- Any licensed veterinarian when travelling with your pet anywhere in Canada or the continental United States
You can submit claims for multiple vet clinics.
3. Fill out the claim form
Fill out sections 1 and 3, and have section 2 filled out by the vet or the person in charge of your file at the clinic. Both you and that person have to sign the form.
4. Pay and save the detailed receipt
Can the vet be paid directly?
For certain complex cases, your vet can contact Petline Insurance Company to arrange direct payment. Petline Insurance is our partner in pet insurance underwriting and distribution.
In these cases, Petline Insurance pays the portion of eligible expenses directly to the veterinarian. However, you still need to pay the deductible, which is the amount you need to pay when you file your first claim of the year (if that's the case), and co-insurance.
What is co-insurance?
Co-insurance is the portion of your pet insurance claim that you have to pay. With our insurance program, we pay 80% of your veterinary fees, and you pay the remaining 20%.
When you file your first claim of the year, we apply the co-insurance (20% of the amount claimed), followed by the deductible.
No matter how many claims you make, you only pay one deductible a year. If you don't file a claim during the year, you don't have to pay a deductible.
Example of a first claim of the year
Claim amount: $1,000
Co-insurance (20% of $1,000): -$200
Deductible ($100): -$100
Reimbursement: $700
How long does it take to process a pet insurance claim?
We process most claims within 5 to 10 business days of receiving them. More complex claims or those involving multiple conditions may take longer.
To avoid any delays in your reimbursement:
- Make sure your form is properly completed and signed
- Sign up for direct deposit in the customer portal
How do claims impact your pet insurance premium?
The claims you submit do not impact your deductible or your premiums. We expect you to file claims throughout your dog's or cat's life.
Steps in the claims process
Select each step for more information or scroll down to see all the steps:
1. Make sure you fill out every section and sign the form
2. Submit the form and a copy of your itemized receipts
In the customer portal
Take pictures of the completed form and of your receipts (PDF or JPEG format). Upload them directly in the customer portal.
By email
Take pictures of the completed form and your receipts (PDF or JPEG format) and send them to the email address on the claims form.
By mail or fax
Send the completed form and original receipts. Make sure you keep a copy for yourself.
Petline Insurance Company
301-600 Empress Street
Winnipeg, MB R3G 0R5
Fax:
1-8-6-6-5-0-1-5-5-8-0
3. Receive payment
Consultations and diagnostics are reimbursed by mail within 5 to 10 business days. More complex claims may take longer.
The amount you get takes into account the coverage included in your policy, your co-insurance and your deductible.
Did you know?
If you have direct deposit, you'll receive your reimbursement directly into your account—no postal delays!
FAQ
The waiting period
- Accident: 48 hours
- Illness: 14 days
- Dental care: 6 months
Chronic illnesses developed during the waiting period may not be covered by your insurance.
We have to receive your claim within 6 months of the treatment.
Petline Insurance Company underwrites and distributes the Desjardins Pet Insurance Program. Petline Insurance is Canada's leading pet insurance provider.
Have section 2 filled out by the vet or the person in charge of your file at the clinic. This is where the recommended therapy or medical device is specified. Once that's done, you consult with the recommended professional, pay the bill and submit a copy of the receipt along with the claim form signed by your vet.
When on vacation with your pet, you can visit any licensed veterinarian anywhere in Canada and the continental United States and you'll be covered up to the maximum set out in your policy.
You can check the status of your claim in the customer portal or by calling 1-855-343-9393 This link will launch your default phone software. Phone number to get advice, to follow up on a request and to sign up for direct deposit., option 3.
Contact us
Ask questions or track a claim.
By phone
Monday to Thursday: 8 AM to 10 PM (Eastern Time)
Friday: 8 AM to 9 PM (Eastern Time)
Saturday: 9 AM to 8 PM (Eastern Time)