Important Notice:

To our valued Pets Plus Us members,

In order to ensure timely claims processing and the issuance of reimbursements, we strongly recommend that you submit your claim, including invoices and medical records, using our new customer portal at This will minimize delays and ensure the fastest possible reimbursement. Please contact our Customer Success team to set-up Direct Deposit Claims reimbursement.

If you wish to receive your claims reimbursements through the mail via cheque, please understand that there may be unforeseeable delays.

Paws up,

Pets Plus Us

How to make a pet insurance claim and get reimbursed

How does pet insurance reimbursement work? How do I make a pet insurance claim? At Pets Plus Us, getting reimbursed is easier than you think!

We provide a user-friendly platform designed to simplify and expedite the process of submitting insurance claims for your beloved pets' medical expenses. Pet owners can conveniently navigate through the necessary steps and easily provide the required information and documentation to initiate their claims. Pets Plus Us aims to streamline the claims process, ensuring that pet owners can focus on their pets' well-being while promptly receiving the reimbursement they deserve. Whether it's veterinary visits, treatments, or medications, we understand the importance of timely reimbursements to support pet owners in providing the best care for their furry companions.

1. Take Your Pet for Treatment

  • Take your pet(s) to the veterinarian as usual for treatment. You can use any licensed vet in Canada or in the U.S. if you are travelling with your pet.
  • Before you leave, pay your veterinarian in full. A final, valid invoice is required to be submitted along with your reimbursement request. The invoice must have an invoice number, your pet’s name, your information, and treatments provided. The invoice must be legible without any payment slips covering the invoice information. We also suggest that you submit medical records with your claims as this can help avoid delays in processing due to the need for additional information.

2. Submit Your Claim

Average Claims Turnaround Time is currently 15-20 calendar days upon receipt of all required information

Visit our Member Centre: to submit your reimbursement request online, be sure to include your itemized invoices and any medical documentation to assist with your claim.

If you are not submitting your reimbursement request through our online customer portal, please select a form below to print and fill in the necessary fields.

You can submit your paper claim form and copy of the paid in full invoice to Pets Plus Us at:


[email protected]


Pets Plus Us

Suite #400, 710 Dorval Dr
Oakville, ON L6K 3V7


Claims Fax: 1-855-456-PETS (7387)

3. Receive Your Reimbursement

Changing your reimbursement method from cheque to automatic deposit will help ensure you receive your reimbursement as quickly as possible. Please call us at 1-800-364-8422 if you would like to update your previous selection.

Your top questions answered

Why are there exclusions on my pet's policy?

Pet insurance is designed to protect you from the unexpected. If your pet had any signs or symptoms of a medical issue arise prior to coverage, then it would not be considered unknown or unexpected, and would be viewed as a pre-existing condition. No pet insurance provider can offer coverage for a pre-existing condition.

What sets Pets Plus Us apart is our process of underwriting your policy at the start of your plan. We are upfront and clear with any conditions we will exclude from coverage, either temporarily or permanently. We want you to be informed on how your plan works, and to know what to expect from us when it comes to what we will or will not cover. This is why it’s so important to help us obtain your pet’s medical history from any vets who have seen them in the past – the sooner this happens, the quicker we can underwrite your policy.

If you do have exclusions, it’s important to consider ALL potential accidents or illnesses that can arise in your cat or dog’s lifetime. While you may have some exclusions on your policy, you can still benefit from receiving coverage for a number of other incidents or conditions. If you need more clarity on the exclusions on your policy, please call us to discuss!

What is a deductible?

A deductible is the annual amount that you are responsible for paying before we make a reimbursement under your policy. Your deductible only needs to be fulfilled once every 12 months and is only applied if you make a claim. 

What is co-insurance?

The co-insurance is the percentage of what you pay vs what we pay, before your deductible (if unfulfilled), for each claim you make. We call it “your share”. With Pets Plus Us Accident coverage, your share is 20%. With Accident & Illness, you can choose your share - 10%, 20%, or 30% - as well as your annual deductible, allowing you to ensure your plan works for you and your budget.

Will you drop my coverage if my pet gets old or sick?

As long as your pet has Pets Plus Us coverage, we will never cancel his or her policy due to age or claims. We understand that pets can develop a chronic illness and need lots of care (just like humans), so all Pets Plus Us Accident & Illness coverage comes with our 4Life Guarantee. That means once your pet is enrolled for coverage, his or her benefits are automatically guaranteed to renew each year.

Don’t see your question here? Visit our complete FAQs page here.