Pet Insurance Products

Pet Insurance Plans

Our plans were designed based on consultations we had with Canadian pet owners and veterinarians. The result? Bronze Paw, Silver Paw and Gold Paw. Three simple plans offering you a broad range of coverages.

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Pet Insurance Coverages

With The Personal Pet Insurance Program, you have peace of mind knowing that, should your pet become injured or ill, you'll be ready with just the right coverage they need.

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Pet Insurance Basics

Our specialized coverages reimburse you for veterinary fees and related medical expenses when your pet is injured or becomes ill. We offer 3 main types of coverage, which can be combined to fit your pet's needs:

• Accident: Coverage for veterinary treatment for unexpected injuries.
• Illness: Coverage to treat sickness, disease and any changes to your pet's normal healthy state.
• Preventive: Includes vaccinations, tests and dental work.

ContinueCare Plan

The ContinueCare Plan is included with all plans, even Bronze Paw. This is especially important if there's a chance your pet may develop a long-term or chronic illness. With ContinueCare Plan, as long as you renew your policy with us each year, we guarantee to provide coverage and benefits for any illness your insured pet may develop.

Coverage amounts that refresh each year

Another advantage of The Personal Pet Insurance Program is that there's no lifetime limit to the amount of coverage we pay. If your dog or cat develops an ongoing condition or even multiple conditions, your annual coverage amount will be renewed every year for your pet's entire lifetime as long as you are insured.

Coverage per condition, not combined

Our Pet Insurance benefits are per condition or accident, not combined. For example, if your pet has Bronze Paw coverage, you would receive up to $2,000 towards your veterinary fees for each illness or accident that occurs, each and every year. With Gold Paw, there are no limits on any accident or illness your pet develops throughout their lifetime.

Dental coverage

Healthy teeth and gums help prevent other medical conditions from occurring. Dental coverage is included in our Silver and Gold Paw packages. Although dental isn't included in the Bronze package, there is an affordable option of adding it.

Remember that no matter what level of dental coverage you add, the amount will be applied towards annual cleaning and treating any ongoing teeth/gum conditions your pet may have.

Revising your coverage

Always make sure that the new level of coverage you choose meets both your current and future financial needs. As with other types of insurance, changing your coverage after a medical condition has already occurred will exclude or restrict the amount payable for that condition in the new policy. For example, if your pet has a condition and you upgrade from Bronze to Silver Paw, you may not be eligible for the full coverage limit of the new policy. You'll still be eligible for the full limits under the Silver Paw plan for any new conditions that may occur after you upgrade the plan. This process applies whether or not you have previously claimed for the pre-existing condition. Additionally, your vet will be required to disclose your pet's medical history and records on request.

Exclusions from coverage

Similar to most types of medical insurance coverage, if your pet has a pre-existing condition, it will likely be excluded from coverage. However, all other coverage is typically still available. Keep in mind that pets, like us, often suffer from multiple conditions as they age. So having coverage for them still makes good financial sense.

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Frequently Asked Questions on Claims

What's covered in my pet insurance policy?

No matter what level of coverage you've chosen – Bronze, Silver or Gold Paw – your plan covers veterinary fees due to accidents or illness. This includes x-rays, hospitalization, surgery, prescriptions, chemotherapy, MRI/CAT scans, and other diagnostic procedures.

What do I have to pay for?

You pay your monthly premiums. When you file a claim, you're also responsible for paying the co-insurance an your annual deductible. These will be subtracted from your claim reimbursement if applicable.

How does the payment and claim reimbursement process work?

When you take your pet for veterinary treatment, pay the full amount of your bill at the clinic, have your vet’s office sign the form, and then submit the completed claim form to us along with your receipts. You’ll be reimbursed for 80% of the covered costs of care and veterinary treatment (20% is the co-insurance portion).

Your annual deductible will be applied to your payment until the specified deductible amount has been satisfied.

Am I covered if my pet develops an ongoing condition?

With our ContinueCare Plan, your pet is covered for as long as you maintain uninterrupted coverage. Every level of coverage, from Bronze Paw to Gold Paw, provides renewable limits for all accidents and illness during the lifetime of your pet. This is our guarantee to you.

What is meant by 20% co-insurance?

Your "co-insurance" is the portion of the pet insurance claim that you, the policyholder, must pay. With The Personal Pet Insurance Program, we pay 80% of your veterinary fees, and you're responsible for the remaining 20%.

What's a deductible?

The deductible is a fixed amount which you are responsible for. This amount is deducted from your claim after co-insurance has been applied. With our coverage, you only have to pay one annual deductible, no matter how many insurance claims you have throughout the year. You are not required to pay the annual deductible in years that you do not claim.

In a claim situation, how do the 20% co-insurance and the deductible work?

The co-insurance is applied first and then the deductible. The following example will show you how your claim payout is calculated. Suppose you submit a claim in the amount of $1,000:

Amount of claim	$1,000
20% co-insurance (20%x$1,000)	-$200
Deductible applied ($100)	-$100
Amount reimbursed	$700

Once the deductible has been satisfied, additional claims submitted during the same policy period are not subject to a deductible. However, because your deductible is annual, if you submit a claim after your policy renews, a new annual deductible will apply.

Co-insurance applies to every claim. However, the full deductible only applies to the policy period.

Does my policy automatically renew each year, or do I need to enroll again?

Yes – your policy renews automatically each year. As long as you continue to pay your monthly premiums, you're covered for the life of your pet.

What's my policy "anniversary date"?

The anniversary date is the calendar day that marks when you first enrolled. Your first anniversary date is established exactly one year from the day on which your policy was first issued, and every year after that. If you change your coverage, your policy anniversary date changes to the effective date of your new coverage.

How quickly will I be reimbursed when I file a claim?

Typically, we're able to process your claim reimbursement within 5 to 10 business days of receiving your claim. More complex claims (such as those which involve multiple conditions) may take longer. In the event of a claim delay, such as an incomplete claim form, we'll notify you in writing.

How will I receive my reimbursement?

When you choose direct withdrawal from your bank account as your payment method for monthly premiums, we can also direct deposit your claims reimbursements. This is optional though, so you'll have to speak to a customer service agent to make this request.

My pet is older. Can I still get pet insurance?

Yes, absolutely. We believe pet insurance should be available to all pet owners and have designed our coverage accordingly. With The Personal Pet Insurance Program, even senior pets have access to coverage.

Can I continue to use my existing veterinarian?

Yes. You can use any licensed veterinarian in Canada. If you prefer, you can even visit and claim at multiple veterinary clinics. We leave the choice about who should care for your pet completely up to you. When travelling on vacation in the Continental United States with your pet, you're also covered for licensed veterinary treatment.

If I make many claims, will my premiums or deductibles go up?

No. We expect you to use your coverage and to make ongoing claims throughout the life of your pet. Neither your deductible nor your premiums will increase as a result of the number of pet insurance claims you make.

What's an "aging deductible"?

The format of our deductible is what is often called an "aging deductible." This means your deductible increases only as your pet ages and becomes more susceptible to illness or injury. Just as with any other insurance, premiums may increase over time, but this will only be due to inflation or other outside forces, not because of your pet's health or your claims activity.

I chose the optional dental coverage. Does this include cleanings or problems with my pet's teeth and/or gums?

Yes! Our dental coverage can be used towards routine cleaning and conditions with your pet's gums and/or teeth. Plus, no matter what level of coverage and (optional) dental coverage you choose, your annual limits for dental claims will renew each year, so you can continue to provide your pet with the dental care they need. (Dental coverage is automatically included in the Silver Paw and Gold Paw policies.)

What's included in the Additional Coverage?

Additional coverage is an optional endorsement, or "rider," that you can add to your Silver Paw coverage, whereby we reimburse you for behavioural therapy, alternative therapy and medical devices. Under the Gold Paw policy, this coverage is automatically included.

What's included in behavioural therapy (under "additional coverage")?

If you've purchased the "additional coverage," this includes veterinary consultations to diagnose and subsequently treat abnormal behavioural problems in your pet. Also, when referred by your veterinarian, your pet is covered for treatment by a certified animal behavioural therapist. As with all additional coverages, the benefit amount renews each annual policy period.

What's included in alternative therapy?

Alternative therapies include acupuncture, chiropractic services, homeopathy, hydrotherapy, massage therapy and physiotherapy. However, these therapies are only covered when they are part of the treatment for an insured accident or illness and are prescribed by your veterinarian. The benefit limit renews each new annual policy period.

What's included in medical devices?

These devices are typically designed to improve the quality of life of your pet. We’ll reimburse you up to the maximum benefit amount stipulated in your pet insurance policy for the cost of specialized medical devices your dog or cat may require as prescribed by your vet. Please note that this coverage is subject to prior approval by Western.

Are there any delays (waiting periods) between the time I enroll and the time my pet's coverage begins?

Under all levels of coverage, the accident waiting period is only 48 hours and the illness waiting period is 14 days. There's also a 6 month waiting period for dental coverage.

When are my payments for my policy due?

When you first enroll, we'll debit your monthly premium starting on that day. Going forward, your payments will be debited on that day every month, unless you choose a different payment date through our customer service team, or via your online Customer Account. Please note that if at any time we attempt to withdraw your premium payment and the funds are not available, we'll attempt the withdrawal again approximately 10-15 days after the first attempt.

What if my question isn't answered here?

Our licensed insurance professionals are pleased to help you. If you have any questions pertaining to our plan or your levels of coverage, call our Customer Centre toll-free at 1-855-343-9385. If your question concerns a claim, please call 1-800-581-0580.