Frequently Asked Questions about our Pet Insurance Programs
Eligibilty
Who is eligible?
ShelterCare Pet Insurance is available for cats and dogs aged 8 weeks and over with no upper age limit.
When does my coverage begin?
Coverage for your Sheltercare Basic, ShelterCare Forever & ShelterCare Preferred policies will start 12:01am the day following enrolment at the time zone of your address for accidents – there is no waiting period. Illness coverage will begin on the fifteenth day of the policy. Coverage for your ShelterCare 30 Day Gift of Insurance begins at 12:01 a.m. two days following enrolment.
The shelter said my pet was healthy. Why would I need pet insurance?
While your pet may be healthy and happy today, there is no way to predict what might happen in the future. With pet insurance, you’ll ensure your pal has access to veterinary care in case of an illness or accident, without having to make painful decisions about your pet’s health based on finances.
Can I enroll if my pet's vaccinations aren't up to date?
Your pet must receive the vaccinations recommended by your veterinarian and receive an annual examination. This is a condition of your ShelterCare Pet Insurance policy.
Cover
What is covered?
We cover all new accidents and new illness, conditions, as well as additional benefits like recovery costs and accidental death. Look at our cat insurance and dog insurance pages for more details.
Am I covered for ongoing conditions?
Yes, once you start claiming, you can do so up to your Maximum Benefit Amount per illness or accident category.
Are pre-existing conditions covered?
Medical conditions noted, treated symptomatic and/or diagnosed prior to the policy coverage effective date are not eligible for coverage.
Will my pet have access to alternative therapies?
Alternative therapies are covered when recommended by your vet. Treatments include hydrotherapy, acupuncture, physiotherapy as well as herbal and homeopathic medicine.
Will you pay for medication bought online?
We will pay for medication purchased on the internet but you will need to provide us with paid invoices, the prescription from your vet and a completed claim form. We do not cover the expenses related to shipping costs. We suggest you try our online store ThePetangoStore.com.
Making a pet insurance claim
Do I need to inform you before I need to make a claim?
You do not need to advise us before you wish to make a claim, unless you want to receive pre approval before any treatment. Pre-approval for any treatment cannot be provided over the phone.
How quickly are claims processed?
ShelterCare is proud to offer real-time pet insurance claim processing with EVE (Electronic Veterinarian Experience (through participating veterinary clinics). Free for clinics to use, EVE allows claims to be processed for ShelterCare policy holders instantly - making the deductible and any uncovered portion of the claim the only cost the client must pay. For clients who do not use a participating EVE clinic, filing a claim is simple! Reimbursement is within 5- 10 business days after receipt of required paperwork.
I need a new claim form. How do I get one?
You can download a claim form here.
When should I submit my claim?
We must receive your completed claim form and paid invoices at our office within 12 months of the treatment being given on your ShelterCare Basic, Sheltercare Forever, or ShelterCare Preferred policy. Conditions apply for cancelled or lapsed policies.
What is deductible? How is it charged?
This is the stated dollar amount you must pay for each unrelated payable medical condition you claim for.
Payment
Can I pay monthly?
If you prefer to pay your premium on a monthly basis, you can pay by Visa, MasterCard or direct debit from a bank account. In the event that you choose to pay on a monthly basis a $2.00 pay plan fee will be added to your monthly billing.
Can I pay yearly?
If you choose to pay annually you can pay by Visa or MasterCard as well as by check (cheque) or money order.
Renewal
When will my policy renew?
The ShelterCare Pet Insurance Programs renew automatically provided that the premium payments are kept up to date. You may cancel your policy at any time as described in the policy terms and conditions.
What do I need to do to renew my policy?
If you’re paying by Direct Debit or Credit/Debit Card, your policy will renew automatically on the anniversary date. If you’re paying by check (cheque), please bear in mind that check (cheque) payments do take time to clear. Therefore, you should pay 5 days prior to your renewal date to keep your pet covered.
Other
Do I have to use a specific vet or am I free to choose?
ShelterCare allows you to use any licensed veterinarian in North America - this includes traditional veterinarians, alternative veterinary therapists and veterinary specialists as long as the veterinarian is licensed.
Is there a charge for changing my personal details?
We don’t charge to change your information. Please call 1-866-375-738 to notify us of any changes, we’ll be happy to help.
Are there any other deals or discounts that you offer?
If you have recently adopted from a participating shelter within the last 30 days you can qualify for an $8.95 credit. Please refer to the email that was sent to you from ShelterCare on the day you adopted your pet.
ShelterCare offers several discounts, including discounts for microchipped pets, multi-pets, group benefit discounts, and more!
- 5% discount for microchipped pets
- 5-10% for multiple pets insured
- 10% for medical service pets
Call to speak to a customer care representative at 1-866-375-7387 to find out what discount you are eligible for.