Covering my pet
Does my pet need to have a veterinary exam before purchasing a pet policy?
No, your pet doesn’t need a veterinary exam to be insured by us.
However, we ask that you provide medical records showing your pet has been examined within 12 months of your policy’s effective date. Doing so will increase the efficiency of our claims process.
If you’re unable to provide these records, we’ll use the first documented vet exam (after your policy’s effective date) to determine any pre-existing conditions.
We strongly recommend that you have your pet examined annually. The notes your vet provides from annual exams — and other exams — will help when you file a claim.
What are the eligibility rules for my pet?
As long as your policy stays active, your pet is covered for life. To qualify for a new policy, dogs must be under 8 years old and cats must be under 10 years old. Also, if you’re renewing a policy for a senior dog (8+ years) or cat (10+ years), we ask that you follow your veterinarian’s advice for senior wellness testing.
Does my pet have to be spayed or neutered to enroll?
No, your pet doesn’t have to be spayed or neutered to be covered. Some, but not all, of our coverages may help cover the costs for this procedure. To see if your policy does, please refer to your policy documents.
What is a pre-existing condition?
If your pet has (or had) an illness, injury or symptom before the end of your waiting period, they have a pre-existing condition. But that doesn’t mean your pet can’t be insured — they can! It just means their policy won’t cover the costs of treatment for the pre-existing condition.
If the condition is cured or doesn’t present itself for 12 months, you can apply for coverage (for the condition) in case it reoccurs. This does not apply to knee or ligament conditions.
We review up to 24 months of medical records to see if a claim is connected to a pre-existing condition. If not, we process the claim as usual.
Pets tend to be their healthiest when they’re young. That’s why we recommend you buy pet insurance as soon as you can to cut the risk of pre-existing conditions. And, most importantly, keep it in place for the life of your pet.
What medical records are needed once I’ve purchased my pet’s policy?
In order to process any claim, we’ll need the last 24 months of medical records for your pet. When compiling your pet’s records, be sure to include records from all vets and visits within the past two years.
If your pet is less than two years old (or has been in your family for less than 24 months), send all available records.
If you adopted your pet, please include all records from the shelter or rescue organization. These include medical records, date of adoption and adoption certificate.
Medical records include, but are not limited to, results from a veterinary visit, lab results, X-rays, physical exam and treatments. You’ll also need the detailed notes from your veterinarian and/or their staff about each of your pet’s visits. These notes are also referred to as Subjective, Objective, Assessment and Plan (SOAP) notes.
How is my policy premium calculated?
We base your premium on factors such as:
- Type of pet. Dogs have different rates than cats.
- Background information. What breed and age is your pet? Where do you live?
- Policy information. These are things such as your annual policy limit, reimbursement limit and deductible amount.
Also, we take into account any discounts you’ve applied and are eligible for, as well as any optional coverages.
What if I don’t know my pet’s age?
No worries! Simply make an estimate based on the documentation you have. This can be medical records or adoption paperwork.
Once we have everything, we’ll work to validate your pet’s correct age.
How do you determine a pre-existing condition?
Here’s how we determine pre-existing conditions for claims.
When you file a claim, we review your pet’s medical records for up to 24 months prior. We review any illness, injury or symptom your:
- vet provided medical advice for;
- pet received previous treatment for; or
- pet had signs or symptoms directly related to the condition for which the claim is being made.
If any of these apply prior to the end of your waiting period(s), we determine that your claim is subject to the pre-existing exclusion. If the condition is cured or doesn’t present itself for 12 months, you can apply for coverage (for the condition) in case it reoccurs. This does not apply to knee or ligament conditions.
Lastly, if you can’t provide medical records showing your pet’s annual exam within the 12 months before your policy effective date, we’ll use the first documented vet exam to determine pre-existing conditions.
Is there a money-back guarantee with Rainwalk Pet Insurance?
Yes! Your satisfaction is our number one priority. That’s why we gladly offer a money-back guarantee.
Here’s how it works.
Based on your state of residence, you will have up to 15 days to review your policy to see if it fits your needs.
If you cancel within this review period and you:
- HAVE NOT filed any claims, you’ll receive a full refund.
- HAVE filed a claim, we’ll follow the cancellation provisions detailed in your policy.
If you cancel your policy after this review period:
- You’ll receive a pro-rated refund of the unused premium as of the date of cancellation.
It’s that simple!
Understanding my policy
What’s covered by my Rainwalk Pet Insurance policy?
See Rainwalk pet coverage details.
What’s not covered by my Rainwalk Pet Insurance policy?
See Rainwalk pet coverage exclusions.
Does my policy have waiting periods?
Yes, your policy has waiting periods for different types of coverage. The waiting period starts on the effective date of your policy.
- Accidents and Injuries 1 day
- Illnesses 14 days
- Wellness (Optional Coverage) 1 day
- Orthopedic-Related Conditions 6 months
In certain situations, we can waive the Orthopedic Waiting Period. Have your vet examine your pet within the first 30 days of your initial policy period. When they do, have them complete the medical waiver form. We’ll review your form and let you know if you qualify.
Complete the Orthopedic Waiver Form.
What discounts am I eligible for?
We offer a wide variety of discounts for our policyowners. The following discounts below are typically available in most states.*
- Multi-Pet
- Employer Groups
*Each state determines which discounts will be available to residents of that state, and are subject to a maximum discount.
What is an annual deductible for my policy?
Your annual deductible is the amount you pay before we reimburse you for a covered service. Your annual deductible applies to all claims submitted within a specific policy period. When you purchase your policy, you can choose the deductible amount that fits your budget. Once you’ve met your annual deductible, you’d only pay for your coinsurance percentage for the rest of the policy year.
Please note: Your deductible resets when your policy renews each year.
How will I receive my policy documents?
Your policy documents are sent to the email address you provide us when you purchase your policy.
Does my policy automatically renew?
Yes. Your policy will renew automatically each year on your policy effective date. No action is required on your part if you’d like to continue your coverage.
- At least 30 days before your policy renewal date, you’ll receive communication from us letting you know the renewal has been issued. A copy of your policy documents will be sent to you, or can be retrieved and viewed through your Account Application. Any change in your premium will be reflected on your next payment.
- Within 90 days following your renewal, you must submit all claims from the prior policy term.
If you’d like to change your coverage at renewal, please contact us at 1- 844-520-0041.
Using my policy
May I visit any veterinarian?
Yes! You can keep your current vet or switch to a new one. You may go to any licensed veterinarian in the U.S., Canada or Puerto Rico. This includes specialists and emergency vets, with no change in your coverage.
Plus, if you’re traveling outside the U.S., your pets are still covered with our program. We just need any foreign language invoices and notes translated so we can reimburse you in U.S. dollars.
Do I need pre-authorization for veterinary treatment?
No, you don’t need pre-authorization to have your pet receive treatment.
Do you want an estimate of how much you’ll be reimbursed? No problem! Contact us with an itemized estimate for the procedure and your pet’s full medical history.
Please note: A pre-authorization estimate does not guarantee coverage.
When does my policy start?
Your Rainwalk Pet Insurance policy is effective at 12:01 a.m. on the day after you’ve purchased a policy. The date and time are dependent upon the address you entered for your policy.
Your policy is subject to waiting periods for different coverages. Please refer to your policy terms and conditions for specifics as these may change by state.
How do you determine what I’ll be reimbursed?
Your reimbursement is determined based on the following:
- The charges detailed on your veterinary services receipt.
- Allowable charges according to your policy.
- The annual limit, deductible and reimbursement percentage you’ve chosen.
- Any additional coverage options you purchased.
Once we’ve looked at these, we will subtract any remaining annual deductible from the allowable charges, then apply your reimbursement percentage to determine the amount that will be reimbursed to you.
Policy changes
What happens if I move?
If you move within your current state or to another states where our product is offered, you can adjust your address or policy by calling our customer service number, 1- 844-520-0041.
Please note: Your premium may change based on your new state or ZIP Code. If you move to a state where the product is not approved, your policy will be terminated in accordance with state guidelines.
What do I do if my credit or debit card number or expiration date changes?
You can easily update your credit or debit card information in the “Billing” section Rainwalk Pet Insurance Mobile App (iOS) (Android). If you had a payment rejection on the old card, your payment will be processed with your new card information.
Can I reinstate my coverage if my policy cancels due to non-payment?
If your policy happens to cancel because an automatic payment didn’t go through, and it’s been less than 30 days, your policy may be able to be reinstated, subject to state insurance guidelines. If your policy is reinstated, there won’t be any changes in your coverage.
To reinstate your policy, call us at 1- 844-520-0041 to bring your account and payments up to date.
If your policy has been canceled for more than 30 days, we can’t reinstate your policy. You can easily get a new policy online or by giving us a call. Just as with any new policy, waiting periods and pre-existing conditions start over.
Can I change my pet’s coverage?
You can downgrade your plan at any time during the policy period. If your pet gets treated or diagnosed before the change in coverage, your policy is subject to the new deductible and/or annual limit.
You can request an upgrade to your policy at your annual policy renewal. The requested upgrades are subject to our underwriting approval. If your pet gets treated or diagnosed before the change in coverage, your policy is still subject to the old deductible and/or annual limit. Any endorsements or exclusions to the policy will carry over to the new policy terms.
Additionally, all pets on your policy will be subject to waiting periods and pre-existing condition exclusions if you choose to upgrade your policy.
All policy changes requested at times other than annual renewal will be effective at 12:01 a.m. local time the next calendar day following the processing of your requested changes.
To make changes to your policy, give us a call at 1- 844-520-0041 or email us.
How do I cancel my policy?
Contact help@rainwalk.io or 844-520-0041 (text or call) to cancel your Rainwalk coverage. Please include your policy number with the request, then look out for an email and text confirmation within 2 business days.
Our team also appreciates knowing why you are choosing to cancel. Feedback is incredibly valuable in helping us provide excellent service and coverage to pet parents like you!
How do I renew my policy?
Your policy will renew automatically each year unless you notify us that you wish to cancel. You’ll receive a renewal notice for your review at least 30 days before your policy’s expiration date.
Claim process
How do I file a claim?
Electronic/Paperless Claims Submission
- Submitting claims is hassle-free and smartphone-friendly! Simply snap a picture of your itemized accident or illness-related vet bill(s). Then, upload the photo(s) in the customer portal or our mobile app. Pet parents receive reimbursement via Venmo or ACH direct deposit.
- When submitting a claim
- Upload a copy of your paid invoice and submit your claim.
- Include your pet’s medical records with your invoice or have your veterinarian send them to us with your pet policy number.
Required Information
- Medical records
- Paid invoice showing a zero balance owed by you
Medical records: To effectively process your claim, we need the last 24 months of medical records sent to us, including any clinic/veterinary notes. Either your veterinarian or you can contact us.
Should I file a claim if my expenses are less than my deductible?
Yes. All covered treatments will help you meet your annual deductible. And filing a claim does not impact your rates.
How do I get reimbursed?
Rainwalk reimburses pet parents via ACH direct deposit or Venmo. You can enroll for your preferred reimbursement method in the customer portal. Once you receive a claim decision letter by email and we have your reimbursement method details, you can expect to receive reimbursement within 12 business days.
How do I appeal my claim?
You may appeal to have your claim reviewed if you disagree with your claim outcome. All requests to appeal your claim must be made in writing to us within 90 days of the disposition of your claim. A submitted appeal must state clearly why you or your vet disagree with the outcome of your claim, including supporting documentation.
You may contact us at 1-844-520-0041 or message us with your information.
What is the deadline for filing a claim?
The deadline for filing a claim is within 180 days of the date of service noted on your receipt.
Bill management
How can I change or view my billing information?
You can access your billing information by logging into My Account online or with the Rainwalk Pet Insurance Mobile App (iOS) (Android).
Payment for your policy can be by credit card or account debit card.
Can I change my billing date?
Yes. You can use My Account or call Customer Service to change your billing date. The new billing date you choose must fall within the 12 to 22 day window prior to your monthly or annual policy anniversary date.
When will my payment be processed if I pay monthly?
Your first monthly payment, along with any appropriate fees, will be due at the time you buy your policy. After your initial payment, we’ll process your payments based upon the date you chose during your purchase process.
For example, if you purchased your policy on March 1, your initial payment will be processed that day. Subsequent monthly payments will be processed 12 days prior to the first of the next month, if this is the withdrawal timing you chose. In this example your second payment will be processed on March 18, for April due premium. Subsequent withdrawals will occur on the 18th of the month.
When is my next payment due if I’m paying annually?
At least 30 days in advance of your automatic annual renewal date, you will receive a Renewal Notice from us. Payment for your renewal term will be processed based on the number of days you chose to be billed in advance of your due date.
For example, if you purchased your policy on March 25 of this year, and chose to be billed 12 days in advance of your due date, the next annual payment would occur on March 13 of next year.
Are there any fees for monthly payments?
There will be an additional $2.50 fee if you choose to pay with a credit or debit card, based upon your state of residence. This will be applied for to each monthly installment payment, including your first monthly payment. This fee will not be charged if you choose to pay annually, or if you choose to pay with direct debit to your bank checking or savings account.
Will my premium increase at renewal?
It’s possible that your premium will increase at renewal. Veterinary care costs continue to rise, resulting in higher expenses to us all. Increasing your premium rates allows us to continue reimbursing you for these expenses.
Additionally, as your pet ages, the risk for more extensive claims increases, too. Your pet’s age affects the amount of premium needed to cover increasing claim costs.
We always strive to keep any and all rate increases to a minimum. Please note that your premium won’t increase due to you filing a claim with us. When you get your renewal notice, please feel free to call us at 1-844-520-0041, and we can talk about other coverage options that may better fit your needs.
Contact Info
Main Office & Claims
Rainwalk Pet Insurance
1225 Laurel St, Suite 421
Columbia, SC 29201
Tollfree: 844-520-0041
Para Español: ayuda@rainwalk.io