MetLife Pet Insurance: Claim Process Overview

Pet Insurance ' Thank you for choosing MetLife Pet Insurance. Prioritizing your pet’s health just got easier. This is an important step in your pet parent journey, and we’re here to support you. Below, you’ll fnd all the information you need to know to get your pet’s claim processed smoothly, and what to expect along the way. How do I fle a claim? Provide us the following items to ensure your claim is processed quickly: • Veterinary Medical Records (SOAP Notes) from Incident. • Itemized Invoice from Incident. • If this is your frst claim, we'll also need the last 12 months of medical records for your pet If this is your frst claim AND your policy has a Pre- Existing Conditions Waiver, please ALSO send in proof of prior coverage for your pet. Proof of prior coverage can be one of the following: • Explanation of Benefts (EOB) from your prior insurer showing reimbursement for the condition. • Declarations Page from your prior insurer that shows Excluded Conditions from your prior policy. • If these documents can’t be provided, you can provide us with a Declarations Page from your prior insurer showing dates your policy was in efect and supporting doctor’s SOAP notes that indicate the condition wasn’t pre-existing to those efective dates. What happens after I submit my claim? 1. Once we receive your documents, we queue them to confrm their contents and send a receipt to you at the email address used to submit the document. • We’ll also display a banner notifcation to confrm successful submission when you send claim documents to us via the MetLife Pet Insurance Mobile App or MyPets portal. 2. To track the progress of your claim, we’ll provide regular updates on the status in the MetLife Pet Insurance Mobile App and MyPets portal. • During this stage, we’ll show the claims status as: REVIEWING 3. Once we have assigned your claim documents to your policy, we’ll send an email* to the address on your policy stating that your claim has been received. • During this stage, we’ll show the claims status as: PROCESSING What happens if my claim is missing information? If we’re unable to make a decision on your claim based on documents received, we’ll request additional information via a series of four email communications to you and your vet over a period of 10 days. • During this stage, we will show the claims status as: PROCESSING ON HOLD At the end of the 10-day period, if we were unsuccessful in collecting the requested information, we’ll close your claim due to missing information, send an email to the address on your policy notifying you of this decision and send a full Explanation of Benefts (EOB) to you via mail. • During this stage, we’ll show the claims status as: COMPLETED Important: Your closed claim can be reopened upon receipt of requested information. How will I know that a decision was made on my claim? Once we’ve made a decision on your claim, we’ll email the outcome (approved, denied or applied to your deductible) to the address on your policy. Additionally, you’ll receive a full Explanation of Benefts (EOB) through email and mail, accessible on the MyPets Portal. • During this stage, we’ll show the claims status as: COMPLETED Want to talk to a MetLife Pet Advocate about the claims process? Please call 1-800-GET-MET8 (1-800-438-6388). *All the above email communications will come from MetLife Pet Insurance < [email protected] >, be sure to check spam folders if you are not receiving these communications. Fun Fact: Did you know that roughly 25% of claims are received with missing information? However, through the communication series designed by MetLife Pet Insurance, which connects our team with you and your vet, fewer than 2% of claims are closed due to missing information.

Coverage issued by Metropolitan General Insurance Company (“MetGen”), a Rhode Island insurance company, headquartered at 700 Quaker Lane, Warwick, RI 02886, and Independence American Insurance Company (“IAIC”), a Delaware insurance company, headquartered at 11333 N Scottsdale Rd, Ste 160, Scottsdale, AZ 85454. Coverage subject to restrictions, exclusions and limita- tions and application is subject to underwriting. See policy or contact MetLife Pet Insurance Solutions LLC (“MetLife Pet”) for details. MetLife Pet is the policy administrator. It may operate under an alternate or fctitious name in certain jurisdictions, includ- ing MetLife Pet Insurance Services LLC (New York and Minnesota) and MetLife Pet Insurance Solutions Agency LLC (Illinois). ©2024 MetLife Services and Solutions, LLC, Metropolitan Life Insurance Company | 200 Park Avenue | New York, NY 10166 L0124037731[exp0126][All States][DC]