Common reasons a claim is rejected, and can I appeal?

A rejected claim is always disappointing, and we're sorry if you've hit this 💛 Understanding why can help, and in many cases there's a way forward.

Common reasons a claim may be rejected:

• Pre-existing conditions. Anything your pet showed signs of before coverage started, or during the waiting period.
• Policy exclusions, such as:
• Dental treatment (unless it's due to an accident)
• Rabies, canine distemper, and parvovirus (including feline parvovirus or panleukopenia). These are not covered, even if your pet's vaccinations are up to date.
• Foreign-body ingestion
• Reproductive or breeding complications
• Supplements, grooming, and special diets
• Behavioural treatments
• The claim amount is below your deductible. If the eligible amount doesn't exceed your deductible, there's nothing left to reimburse.

Can a rejected claim be reopened or appealed? Yes 🐾 If you believe your claim was rejected in error, you can appeal within 7 days of receiving the claim-update email. The strongest appeals come with a detailed vet medical report that clarifies the diagnosis, onset, and treatment.

Just reply to us with your Claim ID and the supporting report, and we'll take another careful look with the insurer 💛