For each settled claim, you will receive an email update regarding the outcome along with an attached Explanation of Benefits document or “EOB”.  We understand pet insurance can be confusing and aim to make the process as clear as possible.  There may be a time when you  do not understand or agree with a claim determination. If you have questions or concerns with the outcome of your claim, please call or email us with your name, pet name, policy number and claim number and a member of our team will be happy to review specific details. In the event you wish to formally appeal your claim determination, please complete our claims appeal form and return it to us via email along with any new medical records or pertinent information.