Introduction
If your claim is still pending, it usually means we need a little more information before we can finish reviewing it. This is a normal part of the claim process and helps us make sure your claim is assessed accurately.
Why claims stay pending
Pending claims may require additional information or verification from a service provider. The type of information we need depends on whether your claim is for grooming or medical care.
Grooming claims
For grooming claims, our team contacts the provider to confirm the services listed on the invoice. This verification step helps us ensure the claim matches the services that were actually provided.
Medical claims
For medical claims, we need medical records from your vet's office. Requesting records is a standard part of the claim review process and ensures we have everything needed to accurately assess and complete the claim.
What happens next
Once we receive the necessary information, we can complete the claim review. If we do not receive the needed information, the claim may be rejected. Once received, we will be able to reopen the claim and process it.