How to find and submit what we need for your claim

Taking care of missing documents is simple. Here’s what you need to do.

1. See what your claim is missing

Start by checking your inbox for an email with the subject line “ACTION NEEDED: Documents missing.” It gives an exact breakdown of everything we still need in order to process your claim.

(Most of the time, the documents we’re missing are detailed medical records from your pet’s most recent checkup, including any exam notes and lab results. Your vet may refer to these records as “SOAP notes.”)

2. Get the missing documents

If you already have what we’re asking for, skip ahead to step #3. If you don’t, reach out to your vet’s office to have them email you the additional documents.

3. Submit the missing documents

To submit your additional documents, follow these instructions:

  1. Make sure you’re logged into the app or your online account
  2. Go to Claims
  3. You’ll see a “Missing docs” alert on the Claims tab
  4. Hit Upload to submit your missing documents

Still need help?

If you’re in the app, close this article and tap Support in the bottom right of your screen to start a chat. If you’re on the website, click the Chat button in the bottom right of your screen.