Your client can file their own claims very easily by visiting their pet’s Nationwide portal at my.petinsurance.com, answering a couple of questions, and uploading an image (JPG or PNG file) or a PDF of their itemized invoice.

Your practice can assist them by filling out their claim form with the diagnosis or name of the condition for which the pet was seen or treated, along with providing an itemized invoice.

We recommend the pet owner submit their claims using one of the methods in the previous question, but your practice can also submit completed claim forms (with a diagnosis and/or conditions treated) along with itemized invoice(s) by:

Email: submitmyclaim@petinsurance.com

Fax: (714) 989-5600

Mail: Nationwide Claims Dept., P.O. Box 2344, Brea, CA 92822

We may request medical records when your client first enrolls in a pet insurance policy, if they submit a claim that needs additional information for accurate processing, or when your client has applied to upgrade or change their policy. This is to help us determine what condition(s) can be covered, including curable pre-existing conditions. We couldn’t protect your patients without them, so we appreciate your help in getting them to us!

Medical records, either handwritten or computer-generated, must include detailed SOAP notes and all lab results, plus any additional reports from specialists, referral practices, and/or emergency clinics.

You can easily send records by any of these methods:

Email: medicalrecords@petinsurance.com(.pdf format only; maximum file size 10MB)

Fax: (800) 704-7002

Mail: Nationwide Medical Records Dept., P.O. Box 2344, Brea, CA 92822

Legally we must process claims within 30 days of receipt. However, most claims are typically processed with 3-5 days business days. Your client will be notified once Nationwide receives their claim. Once the claim is reviewed, your client will receive a notice that their claim has been covered (along with payment), a request for more information (for an incomplete claim form, medical records needed, etc.) or a notice that their claim has been denied (ineligible service or condition).

Your client can track their claim status and history within their portal at my.petinsurance.com.

If you or any member of the veterinary healthcare team has a question, they can reach out to our dedicated Veterinary Care team at 866-838-4874 to discuss basic policy and claims information with you on behalf of your client. Please note that privacy laws prohibit us from discussing certain details of your client’s policy with you.

An exclusion may have been placed on a pet’s insurance policy for any condition that existed prior to enrollment. These conditions are considered to be pre-existing and are excluded from coverage.)

A pre-existing condition means any condition that had clinical signs begin before the policy effective date, or during any waiting period, whether or not the condition was discovered, diagnosed, or treated. A chronic condition is a pre-existing condition unless it began after the effective date of this policy.

Exclusions can be temporary if the condition is cured and treatment-free for a period of time (such as vomiting or diarrhea from a dietary indiscretion) or they can be permanent (such as inflammatory bowel disease (IBD)). You can request an exclusion review on behalf of your client.