Frequently Asked Questions
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My Pet is currently healthy – why do I need pet insurance? [ click here ]
While your pet is healthy now, you never know what illness or injury tomorrow may bring. We receive many heartbreaking calls from owners who want to sign up for a program after their pet has become sick or injured, and we unfortunately cannot provide coverage for any medical conditions that have developed prior to enrollment. Choosing to enroll while your pet is healthy allows you to get coverage on any future accidents or illnesses through the payment of an affordable monthly premium. For those pet parents who are looking for a way to budget for their pet's ongoing wellness costs we have added 2 new programs QuickCare Complete (For Dogs/For Cats) and QuickCare Optimum (For Dogs/For Cats) which includes an annual wellness plan.
I read that my dog's breed is prone to hip dysplasia, what should I do? [ click here ]
It is no myth that some breeds are more genetically prone to developing hereditary conditions such as hip dysplasia. The costs associated with treating these medical conditions is staggering. ShelterCare offers coverage for the diagnosis and treatment of hereditary medical conditions including hip dysplasia with our QuickCare Gold (70% and 90%) (For Dogs/For Cats) and QuickCare Complete (For Dogs/For Cats) insurance programs. A hereditary medical condition can come out of nowhere so it is important to sign up while your pet is young and healthy to ensure coverage is in place. If a medical condition is diagnosed or symptomatic prior to enrollment or during the 30 day waiting period for illness coverage it will be excluded from coverage. Hip dysplasia, despite the cause, is classified as an illness within the musculoskeletal illness category. Note, the musculoskeletal category is available on select programs.
My last pet had cancer and I spent thousands of dollars for treatment - I want to make sure that my new pet has the most comprehensive coverage available - which product should I choose? [ click here ]
For maximum coverage, QuickCare Complete (For Dogs/For Cats) is the program for you! This program offers comprehensive coverage for accidents and illnesses and includes an annual wellness plan which allows you to claim for routine costs such as vaccinations, examinations, teeth cleaning, and more. It covers any illness from the common cold to cancer! If you do not require a wellness plan, our QuickCare Gold (For Dogs/For Cats) provides comprehensive coverage for accidents and illnesses with flexible coverage choice. Please note illness coverage begins on the 31st day for both these programs.
How much do I get back after I make a claim? [ click here ]
This amount payable to you is determined by:
  • a) the amount of coverage that you currently have for the specific incident that you are claiming for
  • b) the deductible and
  • c) the percentage of coverage that is offered through your program (co-payment)
Please visit the Selecting the Right Coverage to see examples of amounts paid for claims by program.
I don't think that I can afford pet insurance! [ click here ]
ShelterCare offers choice and flexibility. We offer a variety of programs with all budgets in mind. Please call us at 1-877-707-7297 to speak to one of our sales representatives who will help you choose a program that you can afford.
What if I want to upgrade later? [ click here ]
With ShelterCare, you can upgrade your policy at any time provided your pet meets the age criteria for the program of choice. Just call to speak to a customer care representatives at 1-877-707-7297 to upgrade your policy, or to find the options available to you to protect your pet further.
Do I have to change vets ? [ click here ]
No! ShelterCare allows you to use any licensed veterinarian in North America - this includes traditional veterinarians, alternative veterinary therapists and veterinary specialists as long as the veterinarian is licensed.
Is the diagnosis and treatment of accidents and illnesses covered with a ShelterCare program? [ click here ]
Yes, ShelterCare covers both the diagnosis, testing and treatment of covered accidents and illnesses. This includes: the cost of hospitalization, visits, tests, X-rays, MRIs, CAT scans, prescription food and prescription medications.
Do you offer discounts? [ click here ]
ShelterCare offers several discounts, including discounts for microchipped pets, multi-pets, group benefit discounts, and more! Call to speak to a customer care representative at 1-877-707-7297 to find out what discount you are eligible for.
Should I get EmergencyCare Insurance for my Pet even if I have another program? [ click here ]
Yes, EmergencyCare will offer immediate protection for your microchipped pet in a lost pet emergency. EmergencyCare Insurance (For Dogs/For Cats) provides $3,000 of coverage for life-saving treatment for your lost pet. Lost pets can easily get into trouble and suffer terrible accidents such as a Hit by Car, Lacerations & Wounds. EmergencyCare helps treat your injured pet when found by a good samaritan.
I currently rent and my landlord is worried about my pet causing damage – is there a program for me? [ click here ]
Yes, ShelterCare has developed a program called TenantCare (For Dogs/For Cats) which provides your pet with coverage for select accident and illnesses PLUS up to $700 of third party liability coverage in case your pet causes damage to your rental unit.
How do I pay? [ click here ]
If you choose to pay annually you can pay by Visa, MasterCard, or Discover Card, as well as by check or money order. If you prefer to pay your premium on a monthly basis, you can pay by Visa, MasterCard, Discover Card or Automatic Deductions from a Checking Account. At this time Discover Card cannot be processed over the web. If you choose to pay monthly, a $2.00 pay plan fee is automatically added to your monthly billing. Note: QuickCare Complete and QuickCare Optimum may only be paid for by credit card.
Can I enroll more than one pet ? [ click here ]
Yes! Our online enrollment system allows you to enroll all your pets conveniently so you do not need to fill out multiple application forms. Each pet will get it's own policy, so you can choose to have each pet on a different program to best suit it's needs. If three or more pets are enrolled you are eligible for a 10% discount per policy (maximum discount per pet policy is 10%). If you are insuring two or more pets and one is a cat, a 5% discount will be applied to each premium.
How do I make a claim? [ click here ]
Making a claim with ShelterCare is simple. Mail or fax a one page claim form (completed by yourself & your veterinarian) along with the detailed receipts and/or paid invoice. Medical records for your pet may be requested, so if you have not already submitted these, we suggest you do at claim time. For quicker claims processing be sure all information is complete & correct, including your policy number. Click here for more details and to download a claim form.
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"When we adopted Nakai, we kindly received a two month gift of ShelterCare Pet Insurance coverage. When the two month gift was over, we thought it was such a great idea that we decided to extend our coverage and upgrade to the QuickCare program. Within weeks 5 month old Nakai was playing outside when he slipped on the ice and hit a big boulder. It was late at night so we had to take him to Emergency. They informed us he had a broken femur and they had to set his leg. Later his regular veterinarian had to perform surgery.

When this situation happened I was very upset, I called the customer care department at ShelterCare and they made me feel much better. They were very helpful and most considerate. Needless to say, I was very pleased with the service and my claim was paid quite quickly. ShelterCare Pet Insurance is a true blessing!."

Pat and John Marsh
Pet: Nakai, Crossbreed, 9 months old
Condition: Fracture
Claim Submitted: $2064
Claim Paid: $2000