Choose your settings
Choose your language

File a pet insurance claim

Is your pet sick or injured? File a claim for your dog's or cat's vet fees in the customer portal, by email or by mail. It's fast and easy.

Fill out the claim form

Send us the completed claim form online or by mail to get your vet fees reimbursed.

Speed up the processing of your pet insurance claim

  • Download a pre-populated form with your contact information and your dog's or cat's information
  • Sign up for direct deposit and get your reimbursement deposited directly into your account

Before you make a claim

You can start these steps as soon as you schedule a visit at the vet. Use one form per animal if you're filing for several pets.

Select each step for more information or scroll down to see all the steps:

  1. Download the claim form
  2. Make an appointment with a vet
  3. Fill out the claim form
  4. Pay and save the detailed receipt

1. Download the claim form

Download the claim form and print it out.

You can also use the pre-populated claim form available on the customer portal. It already has your contact information and your cat's or dog's information.

2. Make an appointment with a vet

You can make an appointment with:

  • Your regular vet or a new one
  • Any licensed veterinarian when travelling with your pet anywhere in Canada or the continental United States

You can submit claims for multiple vet clinics.

3. Fill out the claim form

Fill out sections 1 and 3, and have section 2 filled out by the vet or the person in charge of your file at the clinic. Both you and that person have to sign the form.

4. Pay and save the detailed receipt

Can the vet be paid directly?

For certain complex cases, your vet can contact Petline Insurance Company to arrange direct payment. Petline Insurance is our partner in pet insurance underwriting and distribution.

In these cases, Petline Insurance pays the portion of eligible expenses directly to the veterinarian. However, you still need to pay the deductible, which is the amount you need to pay when you file your first claim of the year (if that's the case), and co-insurance.

What is co-insurance?

Co-insurance is the portion of your pet insurance claim that you have to pay. With our insurance program, we pay 80% of your veterinary fees, and you pay the remaining 20%.

When you file your first claim of the year, we apply the co-insurance (20% of the amount claimed), followed by the deductible.

No matter how many claims you make, you only pay one deductible a year. If you don't file a claim during the year, you don't have to pay a deductible.

Example of a first claim of the year

Claim amount: $1,000
Co-insurance (20% of $1,000): -$200
Deductible ($100): -$100

Reimbursement: $700

How long does it take to process a pet insurance claim?

We process most claims within 5 to 10 business days of receiving them. More complex claims or those involving multiple conditions may take longer.

To avoid any delays in your reimbursement:

  • Make sure your form is properly completed and signed
  • Sign up for direct deposit in the customer portal

How do claims impact your pet insurance premium?

The claims you submit do not impact your deductible or your premiums. We expect you to file claims throughout your dog's or cat's life.

Steps in the claims process

1. Make sure you fill out every section and sign the form

2. Submit the form and a copy of your itemized receipts

In the customer portal

Take pictures of the completed form and of your receipts (PDF or JPEG format). Upload them directly in the customer portal.

By email

Take pictures of the completed form and your receipts (PDF or JPEG format) and send them to the email address on the claims form.

By mail or fax

Send the completed form and original receipts. Make sure you keep a copy for yourself.

Petline Insurance Company
301-600 Empress Street
Winnipeg, MB R3G 0R5



3. Receive payment

Consultations and diagnostics are reimbursed by mail within 5 to 10 business days. More complex claims may take longer.

The amount you get takes into account the coverage included in your policy, your co-insurance and your deductible.

Did you know?

If you have direct deposit, you'll receive your reimbursement directly into your account—no postal delays!

Manage your pet insurance online

Register now and you'll be able to:

  • Download a pre-populated claim form
  • Update your personal information
  • Choose your payment and reimbursement methods
  • Check the status of ongoing claims
  • View all your claim receipts

Make a claim

Fill out the claim form and submit it by email or by mail, along with your detailed receipts.


Can I buy pet insurance and make a claim right away?

The waiting period 1  starts when you buy the insurance and varies depending on the type of claim you make. You can file a claim after the waiting period. 

  • Accident: 48 hours
  • Illness: 14 days
  • Dental care: 6 months

Chronic illnesses developed during the waiting period may not be covered by your insurance.

How much time do I have to make a claim once I've paid my vet bill?

We have to receive your claim within 6 months of the treatment.

What's Petline?

Petline Insurance Company underwrites and distributes the Desjardins Pet Insurance Program. Petline Insurance is Canada's leading pet insurance provider.

What do I need to do to get authorization and reimbursement for medical devices and alternative and behavioural therapies?

Have section 2 filled out by the vet or the person in charge of your file at the clinic. This is where the recommended therapy or medical device is specified. Once that's done, you consult with the recommended professional, pay the bill and submit a copy of the receipt along with the claim form signed by your vet.

If I have to bring my pet to the vet while on vacation, is the cost covered?

When on vacation with your pet, you can visit any licensed veterinarian anywhere in Canada and the continental United States and you'll be covered up to the maximum set out in your policy.

How can I track my claim?

You can check the status of your claim in the customer portal or by calling 1-855-343-9393 This link will launch your default phone software. Phone number to get advice, to follow up on a request and to sign up for direct deposit.option 3.

Contact us

Ask questions or track a claim.

By phone

Monday to Thursday: 8 AM to 10 PM (Eastern Time)
Friday: 8 AM to 9 PM (Eastern Time)
Saturday: 9 AM to 8 PM (Eastern Time)

1-855-343-9393 This link will launch your default phone software. Phone number to get advice, to follow up on a request and to sign up for direct deposit.


The Desjardins Pet Insurance Program is underwritten and distributed by Petline Insurance Company.
The information on this page is provided for informational purposes only. The terms and conditions of the coverages described are set out in the insurance policy, which always prevails. Certain conditions, exclusions and limitations may apply. There is a 6-month waiting period for claims relating to cruciate ligament injuries or intervertebral disc disease.