Trusted pet care anytime, anywhere
Download the VetHelpline app
Experienced, reliable care for every pet
Access support anytime
Use VetHelpline to get direct access to a licensed veterinarian — 24/7, every day of the year.
Get expert guidance
24/7 support is available to all pet insurance members. Prescription services available in select states.*
Ask about any concern
VetHelpline experts can offer support for a wide range of issues, including vomiting, diarrhea, itchy skin, ear problems, injuries, behavior, wellness and more.
Care for all animals
VetHelpline can provide care for any animals covered by your Nationwide pet insurance policy.
How it works
Log in using your Nationwide pet insurance credentials.
Your insured pet's information will automatically be pulled into the app.
Upload photos or videos if helpful, and we’ll connect you with a veterinarian to discuss your concerns and options.
Speak with a licensed veterinarian over video call for advice.
Frequently asked questions
Yes, VetHelpline is only available to Nationwide pet insurance members.
Unlimited, 24/7 access to VetHelpline is included in your Nationwide pet insurance policy and comes at no additional cost to you. You won’t be charged for using the VetHelpline app or any video consultations.
While access to VetHelpline is included with your policy, you’re responsible for any costs associated with services outside the consultation, such as filling a prescription, visiting an in-person veterinarian, or calling a pet poison hotline. Depending on your policy’s coverage, you may be eligible for reimbursement.
VetHelpline connects you with a licensed veterinarian who can answer questions about your pet's health, behavior, nutrition, training, preventive care, wellness and urgent concerns. They can help you understand your pet's condition, determine whether veterinary care is needed and provide guidance on appropriate next steps.
In eligible states, licensed veterinarians may also be able to diagnose certain conditions, recommend treatment plans and prescribe medications when permitted by state law.
Most members are connected within 60 minutes though many consultations occur sooner. Wait times may vary based on demand and case complexity. Once your request is submitted, you'll be matched with the next available veterinarian.
If your pet is experiencing a life-threatening emergency, contact your veterinarian or the nearest emergency veterinary hospital immediately. VetHelpline does not replace emergency care.
Your VetHelpline consultation is performed by a licensed veterinarian, depending on your pet's needs and the services available in your state.
Your veterinarian will review your concerns, assess your pet's condition and recommend appropriate next steps.
FirstVet is the veterinary telehealth provider that hosts VetHelpline services for Nationwide pet insurance members. FirstVet operates independently from Nationwide.
FirstVet's veterinarians are licensed in the United States and provide virtual guidance and support through the VetHelpline platform.
Records of your consultation will be stored in your member file. Records may include consultation details, veterinarian notes, diagnoses, treatment recommendations, and prescription information when applicable.
Yes. Like records from any veterinary provider, information documented during a VetHelpline consultation may become part of your pet's medical record and may be reviewed during claims processing.
If a VetHelpline veterinarian documents, identifies, or diagnoses a condition before your policy effective date, that information may be reviewed when you file claims in the future, consistent with standard pre-existing condition guidelines and policy terms.
Veterinary telehealth allows you to connect with licensed veterinarians remotely to discuss your pet's health, behavior, nutrition, preventive care and other concerns.
Veterinary telemedicine is a type of telehealth that may allow licensed veterinarians to diagnose certain conditions, recommend treatments and prescribe medications when permitted by state law. Telemedicine services are only available in certain states.
In telemedicine-eligible states, licensed veterinarians may be able to prescribe select medications through a telemedicine consultation.
Prescription availability depends on your pet's condition, state laws and the veterinarian's medical assessment. If a prescription cannot be provided through VetHelpline, your veterinarian will explain the next recommended step for your pet’s care.
As of September 21, 2026, telemedicine is available in Arizona, California, Florida, Idaho, New Jersey, Ohio, Rhode Island, Virginia, Vermont, Washington, New York and Washington, DC.
If a prescription is provided during your consultation, it will be sent to you electronically with instructions for filling it.
If you cannot locate your prescription, contact FirstVet Customer Support for assistance at support-us@firstvet.com or +1 312-757-6146.
You may fill your prescription at the pharmacy of your choice, either in person or online.
If you chose a recommended online pharmacy option during your VetHelpline consultation, your prescription was sent to the pharmacy electronically. The pharmacy will contact you to review the prescription details and complete the payment and delivery processes.
If you choose to fill your prescription at another online pharmacy or a retail pharmacy, print your PDF prescription and submit it according to the pharmacy’s instructions. The pharmacy will verify your prescription before filling it and processing times may vary. Please follow the pharmacy’s instructions for payment and delivery or pickup.
Nationwide pet insurance members may be eligible for discounts on select medications through the Nationwide PetRxExpress® program at participating Walmart and Sam's Club pharmacies.
To get a prescription refill, check your prescription to see whether refills are included. If they are not, schedule a new VetHelpline appointment to determine whether your pet needs an evaluation before a refill can be provided.
Refill eligibility depends on your pet’s condition, the medication prescribed, and applicable state regulations. Some states may limit the number of refills available. A licensed veterinarian will confirm whether a refill is appropriate or whether additional care is needed.
VetHelpline aims to connect you with the first available veterinarian as quickly as possible.
In some cases, additional follow-up with a veterinarian licensed in your state may be needed before certain telemedicine services, including prescriptions, can be provided.
When required, we will help arrange the follow-up consultation and explain the next steps.
Some services, including certain telemedicine features, may be subject to eligibility requirements or waiting periods based on your policy and state regulations.
For questions about your eligibility, contact our Nationwide Member Care at 800-540-2016 or customercare@petinsurance.com.
Yes. Contact FirstVet directly at 312-757-6146 or email support-us@firstvet.com for assistance accessing VetHelpline services.
If your pet needs immediate medical attention, contact your veterinarian or nearest emergency veterinary hospital.
For help with your VetHelpline benefits or accounts, contact Nationwide Member Care at 800-540-2016 or customercare@petinsurance.com.
For questions about a consultation, prescription, or technical support, contact FirstVet at support-us@firstvet.com or 312-757-6146.