When a pet comes from a shelter, a rescue or a private person, its medical past isn't always known. To process a reimbursement, we need to establish its state of health at the time of the adoption and when the insurance started. That's what these documents are for.
The documents we need
The adoption contract
The health certificate issued by the vet at the time of adoption
The vaccination record
The medical history since the adoption
When we'll ask for them
We ask for these documents when you file a claim, alongside the vet invoice and consultation report. They aren't needed when you take out the insurance.
Sometimes we ask for them after a first exchange : we start our review with the documents you send us, and reading the consultation report can reveal an adoption or a previous condition that wasn't visible at first.
The easiest approach is to gather these documents now and attach them directly to your claim, without waiting for us to ask.
If you don't have them
This happens, especially for pets adopted several years ago. Get in touch with us. We'll look at what can replace a missing document, for example a statement from the shelter or rescue, or the history from the vet who currently treats your pet. What happens next will depend on the documents available.
Any question about your claim? Contact us from the app or reply in your existing conversation. 💙