Zoomies FAQS

Zoomies offers emergency pet coverage for dogs and cats as young as six weeks up to 15 years old.

Yes, exam fee coverage is available for all accidents and illnesses and is included in your reimbursement.

Yes, you can take your dog or cat to any licensed veterinarian, animal hospital, or emergency veterinary clinic in the U.S.

No, your dog or cat does not need to be spayed or neutered for Zoomies to cover them.

You can cancel your pet emergency insurance plan at any time. If you cancel within 30 days of your policy start date and have not submitted any claims, you’ll receive a full refund. If you cancel after 30 days of the start of your policy and/or have already submitted a claim, you may be eligible for a pro-rated refund. To cancel your policy with Zoomies, please contact our customer support team via phone or email.

As fellow pet parents, we understand this can be one of the hardest parts of having a pet, and we’re here to support you. Zoomies pet emergency insurance can cover the costs of euthanasia when it’s medically necessary for a covered condition. Expenses for aftercare, such as cremation or burial, are not eligible for coverage.

Policyholders who are interested in adding additional pets to their policy can do so via the customer portal or contact the Zoomies customer support team to make the necessary updates.

A pre-existing condition is any condition, injury, illness, or irregularity noticed by you or your veterinarian before your policy’s effective date is not eligible for reimbursement. While most pet insurance plans will not cover pre-existing conditions, Zoomies may offer coverage for some curable conditions; if your pet is symptom and treatment-free for a year, the condition could be eligible for coverage in the future.

To find out if your pet has a pre-existing condition, you can ask for a Medical History Review from Zoomies. We’ll evaluate your pet’s medical records from the last 12 months and make an evaluation of any conditions that may be considered pre-existing. If you do not opt for a Medical History Review, we’ll review your pet’s medical records after you’ve submitted your pet’s first insurance claim, which takes on average about 30 business days to process.

A waiting period is the short period of time between when you enroll in a pet insurance plan and when your coverage begins. At Zoomies, this helps prevent last-minute enrollments for already existing conditions. During the waiting period, any accidents or conditions that occur are considered pre-existing, but once it’s over, your pet is protected by our plan.

Every pet insurance plan includes exclusions, and Zoomies pet emergency coverage is no exception. The following conditions are not covered by Zoomies:

• Pre-existing conditions
• Preventative care
• Breeding, whelping, and pregnancy
• Injury caused deliberately by you or any other person or pet residing in your home
• Injury or illness resulting from fighting, racing, cruelty, or neglect
• Cosmetic procedures such as tail docking, ear cropping, and dew claw removal unless medically necessary
• DNA testing or cloning
• Stem cell therapy not deemed medically necessary
• Avian flu or nuclear war 

For a complete list of exclusions, see our terms and conditions.

At Zoomies, we prioritize making pet care affordable when it matters most. Our emergency pet insurance plan reimburses you 90% of veterinary costs, ensuring you can focus on your pet’s health rather than the expense. Instead of a traditional annual deductible, we’ve simplified things with a daily deductible and co-payment. This means that on any day your pet requires care, pay the vet bill and the first $500 on covered expenses, and we’ll cover the rest — up to $10,000 annually.

All Zoomies pet emergency insurance plans have a 14-day waiting period for illnesses, while accident coverage begins on your policy’s effective date. Additionally, some states will have an orthopedic waiting period for specific conditions. These waiting periods or exclusion periods can vary depending on your state.

The younger your pet is, the better it is to enroll them in coverage. As your pet gets older, they run the risk of getting sick or hurt, which means they may cost more to insure. Plus, that injury or illness could be considered a pre-existing condition and not eligible for coverage.

It’s not uncommon for pet insurance rates and premiums to go up annually, even if you did not file a claim. This can be caused by several factors, including inflation, pet’s age, and changing trends in the pet population.

The quickest way to file a pet insurance claim is via the Zoomies customer portal. You can also email, fax, or mail us a paid veterinary invoice. Please include all pages of the invoice in addition to the following information: 

• Total dollar amount for your pet’s visit including discounts, taxes, fees, and items for other pets, even if you are not claiming for those expenses.
• Zip code of the vet practice stated on the invoice
• Invoice date and duration
• Diagnosis or reason for the vet visit

You have up to 60 days after your policy end date to file a claim. To be eligible for reimbursement, your veterinary invoice must be dated within your policy term. Please be sure to include both your paid vet bill and pet’s medical record when submitting a claim.

If your claim is denied or you disagree with the decision, you have the option to appeal. To appeal a pet insurance claim, you must do so within 60 days of your renewal date. We recommend you include a letter from your veterinarian and any additional information that may not have been originally provided.

To submit a claims appeal, please email: askclaims@embracepetinsurance.com

On average, an appeals review can take up to 30 business days to complete.

The customer portal and the mobile app are the quickest ways to submit claims, but you can also submit by:

• Email: claims@embracepetinsurance.com
• Fax: (800) 238-1042
• Mail: Zoomies Pet Insurance
  P.O. Box 22188
  Beachwood, OH 44122-0188

To receive reimbursement for your pet’s treatment, you’ll pay the veterinarian bill right after your visit. Make sure to get an invoice detailing your pet’s treatments and the cost of individual services, as well as a copy of your pet’s medical records to prove a specific condition should be covered.

Track your claims status online via the Zoomies mobile app or website. Simply log in to your account to submit a claim and check its status. Once your claim is approved, Zoomies will process your reimbursement; payments are typically made via direct deposit to your bank account or by mail.

If you have any issues or questions, the Zoomies customer support team can help via text, phone, or email.

Zoomies calculates claim reimbursements by first subtracting the daily deductible and then taking off the co-payment, so you get the most money back from your pet’s vet expenses.