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Claims & Forms

Reimbursing your claims is a priority at PHI Direct. We will process all Reimbursement Requests – whether simple or complex – as quickly as possible, once we have received all of the required documentation.
Making claims

In order to process any claim, we require the complete medical history/records associated with your pet, which can be emailed to us. Once the claim is processed, we will reimburse you for all eligible costs, less any applicable co-insurance and deductibles based on the coverage outlined in your Policy.

Most claims are processed within 15 business days. A more complex claim may take longer if we need to contact the vet for more information. 

Complete the Online Accident and Illness Claim Form

See PHI Direct Policy for complete information on what is covered and what is not.
How making a claim works
You visit the vet
Your pet has become injured or sick and is treated by your veterinarian. Pay your vet for their care and services.
You submit your claim
Scan or take a photo of your invoice that details the services provided and send it to us.
You get paid back
You get reimbursed your co-insurance amount less your deductible* - usually within 15 business days.
*You are reimbursed 80% of the eligible claim amount up to the limit of your coverage, less the $200 deductible (if applicable). Once your annual deductible is satisfied you won’t pay the deductible again for that year.
Before you submit
To avoid processing delays, please ensure that the reimbursement request (Claim Form) includes all of the following:

Your name, the date, your pet’s name, your policy number

Your email address and your preferred telephone number

The name of the veterinary hospital

The name of the illness or injury eligible for reimbursement, completed by you and/or your veterinarian

The date you noticed your pet was unwell

The treatment dates for your claim

The amount being claimed

Answer any other applicable questions on the form

All paid-in-full receipts (including an itemized breakdown of charges)

Submitting your claim
There are four ways that you can submit your claim to us:

Complete the online claim form

Download and email your claim to us at

Download and fax your claim to us at 1-866-428-6063

Mail your claim and receipts to us at
309 - 1277 Lynn Valley Rd
North Vancouver, BC V7J 0A2

TIP: There are smart phone apps that can 'scan' documents with your phone's camera. Then you can easily email us all the required documents with your reimbursement claim.
Other claims forms

Preapproval Form

If your vet has provided you with an estimate of a procedure that you would otherwise not receive treatment for, you can submit a preapproval form request to understand if it would be covered prior to proceeding.

If you plan on moving forward with the treatment whether it is covered or not, please go ahead with the procedure and submit the finalized invoice with a regular claim form once you do.

Download Preapproval Claim Form

Please keep in mind the average processing time is around 3 days but can vary depending on the medical records needed.

Still have questions?