How to submit a claim, add missing documents, check claim status, and more.
How do I submit a new claim?
Submitting a claim through your online account is the best way to get paid back fast. Here’s how to do it.
Start by making sure you have your paid invoice and your pet’s medical records. (You can find more details on the required documents here.) For Vetster claims, upload a finalized invoice or receipt for the subscription fee. For wellness claims, include a wellness-related diagnosis and associated medical records. For monthly vet subscription payments, provide an itemized, fully paid invoice or receipt for each month being claimed.
Then, make sure you’re logged into your account and follow these steps:
Go to Claims
Go to Submit a Claim
Fill out the form, upload your documents, and submit the claim
Are there any special steps for submitting Vetster subscription or wellness claims?
Vetster Subscription Fee Claims
Select "Other" for the diagnosis field.
Enter your primary veterinarian’s name in the "vet name" field.
Upload the finalized invoice showing proof of payment.
You do not need to wait for a visit to be completed before submitting this claim.
Wellness Claims
Include a wellness-related diagnosis and any associated medical records, such as exam notes or lab results.
Monthly Vet Subscription Payments
Provide an itemized, fully paid invoice or receipt for each month you are claiming.
Virtual Vet Subscription Claims
Specify the condition you consulted about. If the condition isn’t listed, type it in manually.
What is the status of my claim?
To check the status of a claim, follow these steps:
Make sure you’re logged into your account
Go to Claims
Click on an individual claim to see full details
Claims are typically processed within 10 days from when we receive all of your documents. We'll send you email updates as we work through processing your claim, and we’ll let you know if we need more information. Ensure all uploaded documents are clear and legible to avoid delays.
How do I see the details of a closed claim?
You can find the details of all your past claims in your account on your desktop computer. (This feature is not available in your mobile app yet, but it will be very soon.)
Here’s how to see your closed claims:
Make sure you’re logged into your account on desktop
Go to Claims
Go to History
Go to Details to see the breakdown of each claim, including your Explanation of Benefits
How do I submit missing documents for my claim?
If you're missing documents for a claim, you should have an email with information on exactly what we need. Here’s how to submit missing your medical records or invoice(s):
Make sure you’re logged into your account
Go to Claims, where you’ll see an alert that says “Missing docs”
Click Upload to submit your missing documents
How long will it take for my claim to be paid?
Claims can take up to 30 days to review. Once a claim is approved, the payment will be processed in 1-2 business days. We’ll let you know when it’s been sent.
If you have direct deposit set up, it usually takes 2-5 business days for your bank to process a payment. If you don’t, expect to receive a check in a few weeks.
How will I be reimbursed for my claim?
We offer two methods of reimbursement: direct deposit and check. You’ll be paid back via check by default, but direct deposit gets you paid back 5-10 days faster. Payments are secure, and there are no hidden fees.
To set up direct deposit, grab your debit card and make sure you’re logged into your account. Then follow these steps:
Go to Account
Go to Billing
Go to Preferred Reimbursement Method
If you're in Canada and want to set up direct deposit, please enter your debit card’s expiration date and CVV code and put your postal code in the zip code field.