FAQs2020-02-04T18:14:46+00:00
What is Pin Paws Plus?2020-01-06T20:16:38+00:00

Pin Paws Plus is a bundled discount pet membership program that covers all pets on the home for one low price. It is a combination of benefits aimed at improving and maintaining the longevity of our pets while providing discounts on pet products and services.

What if I add a pet to my pack and need to order a new tag?2020-02-17T19:50:52+00:00

Log in to your account and on the left side of the screen click the tab “My Pets”. From there, click “Add Tags”. This will give you the ability to add your new pets to your profile. Pick the color you want and add to the cart. At checkout, enter your discount coupon code and apply. Once your order is submitted it will be fulfilled by our in-house team and be on the way to you.

What if I need to cancel my membership?2020-01-06T19:53:00+00:00

Call our Customer Service Line at 844-746-7297 to cancel your membership. Cancellation must also be received in writing 30-days prior to requested termination date.

Is there a limit on how many times I can use each website for my pets each month?2020-01-06T19:49:55+00:00

No. With a Pin Paws Plus membership, there is unlimited use access to each site for all pets in the home. That’s another way we strive to help your pets live their best lives.

What is Wigglepon?2020-01-06T19:49:25+00:00

Wigglepon is a member only website with access to exclusive discount coupon codes for pet related products and services. Discounts are provided on monthly subscription boxes, leaches/collars/harnesses, dog and cat food/treats, as well as a ton of other pet swag. Members can sign up at www.wigglepon.com using their provided coupon code to gain access to the savings.

How do I gain access to the discounts at Rx Valet for Pets?2020-01-06T19:47:49+00:00

Visit www.rxvaletforpets.com and create your user account. You will then be able to search medication costs by type of medication or flea and tick preventative you are looking for. Either schedule to pick up your prescription at a local participating pharmacy or opt for free home delivery.

How do I access WhiskerDocs?2020-01-06T19:48:06+00:00

Register at www.whiskerDocs.com and create your account for future use when needed.

What value-added benefits are included in my membership?2020-01-06T19:44:26+00:00

Your membership includes Pin Paws (lost-pet notification system with online profile up to 10 pets), whiskerDocs (24/7 access to veterinarian assistance via phone, text or chat), Rx Valet for Pets (discounts on prescription and preventative medications), and Wigglepon (member only access to discounts on pet products and services).

How many pets are covered with my Pin Paws Plus membership?2020-01-06T19:41:56+00:00

All pets in the home are covered for one low monthly price of $24.95

What is pet insurance?2020-01-06T16:21:33+00:00

Much like health insurance for people, pet insurance helps shoulder the monetary burden that keeps your dogs and cats happy and healthy. Since they’re also members of the family, you want to provide them with the best care available when they become sick or hurt. As anyone who has ever had a kitten that swallowed a piece of string can tell you, costs for care and treatment can become expensive quickly, leaving you with hundreds or even thousands of dollars of veterinary bills. PetFirst pet insurance takes the financial considerations that come with accidents, injuries, and illnesses out of the picture, so you can get your animals on the mend without sacrificing your peace of mind.

What is covered?2020-01-06T16:19:41+00:00

PetFirst covers veterinary costs that arise from your pet becoming sick or injured. With our flexible plan coverage and unlimited lifetime benefits, we’re ready to cover almost anything unexpected that happens to your pet. We cover both accidents and illnesses, as well as hereditary, chronic, and congenital conditions. Accident and illness coverage covers diagnostic testing, hospitalizations, prescription medications, orthotic devices, exam fees and more. Hereditary, congenital, and chronic conditions may not appear for years, and they can be expensive to treat if they do. These concerns are covered by our pet insurance plans. If it’s an accident or illness (and not pre-existing), our plans cover the diagnosis and treatment* of the condition, so you can rest assured knowing you can provide your animals the best care available.

*We cover the treatment of any new illness or accident after your enrollment.

Are hereditary and congenital conditions covered?2020-01-06T16:18:59+00:00

Yes. When your pet is insured with a PetFirst pet insurance policy, they will have continuous coverage of any hereditary and congenital conditions that manifested in a previous policy year.  If a hereditary, congenital, or chronic condition and/or its symptoms are noted by your veterinarian before your enrollment, they are considered pre-existing and will not be covered by your PetFirst pet insurance policy.

Are chronic conditions covered by PetFirst pet insurance?2020-01-06T16:17:34+00:00

Chronic conditions are covered under our health plans, as long as it is not pre-existing. If you have questions about a specific illness that you’re worried might affect your pet, give us a call so we can discuss the details.

Do you cover hip dysplasia?2020-01-06T16:16:48+00:00

Our priority is to offer you the best pet medical insurance for your needs, so we include coverage for hip dysplasia on our pet insurance plans. Like any other health problem your pet may encounter, hip dysplasia is subject to our 14-day illness waiting period. Unfortunately, if symptoms of hip dysplasia are in your pet’s medical records prior to enrollment or if they appear during the 14-day waiting period, it will be considered a pre-existing condition and not eligible for coverage.

Am I limited to a list of veterinarians in a network?2020-01-06T16:22:11+00:00

Not at all. You’re free to use any licensed veterinarian in the United States, including emergency animal hospitals and specialists.

Does PetFirst cover alternative medicine/therapies?2020-01-06T16:22:42+00:00

Yes! If the treatment you choose is offered by a licensed veterinarian, alternative medicines/therapies are covered by your plan.

We have more than one pet. Do you offer a multi-pet discount?2020-01-06T16:23:06+00:00

Absolutely! PetFirst’s Pet Insurance Plans are designed for your multi-animal household. With this option, you can insure up to three pets under the age of ten with one plan for a fraction of the cost of insuring them individually. Our multi-pet policyholders save an average of 30% compared to maintaining separate individual policies for each pet. If you get a new dog or cat later, you can add him or her to an existing policy and transition to a family plan.

Do you cover routine wellness care?2020-01-06T16:23:33+00:00

We do! However, coverage for routine care isn’t included in our pet accident & illness plans by default. It’s simple to add a Routine rider for an additional fee. Visit our Routine Wellness Care Coverage page for more information.

What is not covered?2020-01-06T15:50:30+00:00

Since PetFirst is designed to cover unexpected veterinary costs, our pet insurance plans do not cover pre-existing conditions or routine/preventive care. However, coverage for routine/preventative care can be added to any of our plans by attaching our routine care rider to the policy.

Here’s what isn’t covered:

  • routine exams
  • vaccines
  • titer testing
  • flea, tick and heartworm medications
  • de-worming
  • nail trims
  • spaying or neutering
  • microchip implantation
  • grooming
  • routine ear cleaning
  • control of common parasites
  • anal gland expression, infection, abscess, or impaction
  • boarding
  • behavioral training

Preventative dental cleanings aren’t covered in our plans, but we do cover the treatment of periodontal disease. Some behavioral modification therapy may be covered under our Lifetime plans, too.

See our plan exclusions for a full list of items excluded from coverage.

If you are logged into your MyPets account, you can view your policy’s exclusions by selecting “Policies” in the menu. Click on the “Policy Packet” button to read the terms and conditions of your pet’s insurance policy, which includes a comprehensive list of policy exclusions.

What if there is something I want to add to my pet’s profile as a special note?2020-01-06T16:59:42+00:00

There is a section labeled “Notes for Finder” where you are able to add any special notes or instructions.

 

What information am I able to add to my PetCLOUD profile?2019-05-22T17:46:34+00:00

You can add your pet’s profile picture, emergency contacts, veterinary, medical and vaccination data and any insurance, food preferences or additional information that would be vital shall your pet become lost and then found.

How am I able to save my veterinary records online in my pet’s portal?2020-01-06T16:59:21+00:00

On your dashboard, click the icon “Documents” and click the green tab that says “Upload Documents”. Follow the instructions to load documents for quick retrieval in the future if needed.

How will someone know to scan my pets tag?2020-01-06T16:59:07+00:00

When a lost pet is found, their tag has an icon of a hand holding a phone which lets the finder know to scan the QR code, go online, or call Pin Paws to locate the owner.

How is this different from a microchip or GPS collar?2020-01-06T16:58:50+00:00

A microchip requires the found pet to be taken to a veterinary office with a particular scanner during business hours. Microchips have been known to move underneath the pet’s skin and may not be detectable. A GPS collar is limited in the distance the pet may travel and remain within range, in addition to the collar must be recharged to remain functional.

How often can I update my pet’s information?2020-01-06T16:58:36+00:00

As often as needed. It is important to keep your pet’s profile updated with the most current information to help with reunification.

What should I do if my pet loses their tag?2020-01-06T16:58:20+00:00

If your pet loses their tag, log onto your Pin Paws dashboard and click the link “Tag Replacement”. Fill out the form and we will send you a new tag in the mail at no cost to you.

How do I activate my tag?2020-01-06T16:57:59+00:00

Once you receive your fulfillment package in the mail, log onto the Pin Paws portal and click “Activate My Tag”.

Is there a discount for multiple pets?2020-01-06T23:48:37+00:00

Yes. The first pet’s membership is $9.99/month and each additional pet is $4.95/month. These prices are eligible for a discount with a coupon code.

What forms of payment does Pin Paws accept?2020-01-06T16:57:28+00:00

Pin Paws accepts Visa, MasterCard, American Express, JCB, Discover and Diners Club in the United States.

What is included with my monthly membership fee?2020-01-06T17:01:05+00:00

Your monthly fee includes 24/7 online access to your pet’s profile, a tag (your choice of color) with a designated identification number to allow access to profile information in the event your pet becomes lost and is found.

What is Pin Paws?2020-01-06T21:14:41+00:00

Pin Paws is a Cloud-based system which allows access to an online portal to store all your pet’s vital information including uploading veterinary records for easy access. In the event they become lost and are found, their information is accessed through a tag with a designated identification number and three ways to retrieve the owner or emergency contact when your pet is found.

Current Customers