The claim journey
A clear path from concern to resolution.
First, focus on your pet. Then we'll help you understand the information needed to review your warranty claim.
What to gather
- Your signed warranty or purchase paperwork
- Pet details and the store where you bought your pet
- Veterinary exam notes or records
- Itemized invoices or receipts, if applicable
- A short description of the concern
Your contract controls what's required.
State law may give you a short window to ask for a refund or replacement; if it applies to your purchase, your claim page shows the exact last day.
Need a person?
If you can't use the form or have questions, we'll help another way.
303-923-3872I need help with an existing claimWhat you do
Six steps on your side. Your claim page shows where your claim is on ours — see those stages.
- 1Step 1 · Care first
Get your pet the care they need.
Contact a veterinarian when a health concern arises. Keep visit notes and receipts.
More detail
If your pet seems unwell, don't wait on paperwork. Signs such as coughing, a runny nose, vomiting or loose stools are reasons to call a vet, but any concern is worth a call. Save everything the clinic gives you.
- 2Step 2 · Find papers
Find your warranty and initial exam.
Locate your signed warranty contract and the first veterinary exam after purchase, if one was completed.
More detail
These papers are usually in the folder you received from the store at purchase, in your email from the retailer, or with the clinic that did the first check-up. The initial exam is the post-sale visit that assesses your pet's health.
- 3Step 3 · Tell us
Tell us what happened.
Start a secure claim with details about your pet, the store, the concern and the vet visit.
More detail
You can begin even if something is missing and add it later. If you can't use the form, contact our team and we'll help another way.
- 4Step 4 · Send records
Send the records needed for review.
Upload the documents your warranty asks for through the secure uploader.
More detail
Often requested: the warranty contract, the initial exam, an itemized veterinary statement, and the treating veterinarian's diagnosis. The itemized statement should identify the pet, procedures, diagnosis and carry the vet's signature. Your signed contract controls, and we may ask for more.
- 5Step 5 · Review
Follow the review.
You'll see receipt confirmation, a reference number, where your claim is and any requests for missing items.
More detail
How long a review takes depends on the claim and how complete the records are. A person is always available if you have questions along the way.
- 6Step 6 · Outcome
Understand the outcome.
We explain the decision in plain language, with the relevant section of your agreement.
More detail
When applicable, you'll see how payment or next steps work. If you have questions about a decision, you can ask for it to be reviewed by a person.
Where your claim is
Once you've filed, your claim page names one of these stages. They are our steps, not yours, and a claim can skip the ones it doesn't need.
Check claim statusReceived. We have your claim.
Checking your coverage. We confirm your warranty covers your pet and this concern.
Under review. We review your records against your warranty.
Treatment approved. Treatment is authorized.
Reimbursement on the way. Your payment is being sent.
Closed. The claim is finished, and says how: Approved (with what was paid and when), Not approved, or Withdrawn.
When things don't go to plan
Missing records
Save your progress and add items later, or contact us for help.
Can't identify the store or contract
Our staff will help verify it with you.
Urgent health concern
Get veterinary care first. The form can wait.
Unexpected decision
Ask for a person to review it with you.
Can't upload files
Contact us for a verified alternative way to send them.
Questions
Is this pet insurance?
No. HPPI administers pet health warranties offered by participating retailers. A warranty is not pet insurance, and its terms are set by the agreement you signed at purchase.
Where do I find my warranty?
It's usually in the paperwork or email you received from the store when you bought your pet. If you can't find it, contact the store or our team and we'll help.
What if my pet needs immediate treatment?
Get your pet care first. Contact a veterinarian promptly and keep the records. Your signed warranty sets any notification and submission deadlines.
What documents might I need?
Often helpful: the warranty contract, the initial exam, an itemized vet statement and the treating vet's diagnosis. Your contract controls exactly what's required.
How can I check the status of a claim?
Use Check claim status. For your privacy, you'll need to verify your identity before any claim details are shown.
Do all retailers offer the same warranty?
No. Terms can differ by retailer and state. Your signed contract is the one that applies to you.