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.

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 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).

What is Pin Paws Rx?2022-04-27T20:48:39+00:00

Available at over 60,000 pharmacies nationwide, Pin Paws Rx allows you to shop online, pre-purchase your pet’s medications and pickup at your local drugstore or have them delivered to your home! Members spend only a fraction of the cost of those retail prices by purchasing your pet’s drugs at Pin Paws Rx.

What is pet insurance?2022-01-05T16:09:24+00:00

Similar to health insurance for you and your family, pet insurance is coverage for dogs and cats that can help you be prepared for unexpected vet costs. With MetLife Pet Insurance,1 you may be able to cover2 up to 100% on the veterinary care expenses from any licensed veterinarian, specialist or emergency clinic across the U.S.

Why do I need pet insurance?2022-01-05T16:10:32+00:00

Now more than ever, pets are playing a significant role in our lives, and it is important to keep them safe and healthy. Perhaps you may have already experienced the cost of veterinary care for your pet. The average annual cost for a routine vet visit is $212 for a dog and $160 for a cat; and the average annual cost for a surgical vet visit is $426 for a dog and $214 for a cat.3

2019-2020 APPA National Pet Owners Survey.

How does pet insurance work?2022-01-05T16:11:51+00:00

Our process is simple and straightforward. Take your pet to the vet and pay the bill, then send your claim to us. You can file by using our mobile app, online portal, email, fax or mail, and we’ll process your claim within 10 days.4 Then, you’ll receive reimbursement5 by check or direct deposit if the claim expense is covered under the policy.

When does coverage start?2022-01-03T21:47:18+00:00

MetLife Pet Insurance1 provides among the shortest wait periods6 for accident and illness coverage. Accident coverage and wellness coverage (for those who select it) begin on the effective date of your policy. Illness coverage begins 14 days later.

What does it cover?2022-01-03T21:46:30+00:00

Coverage2 includes: 

  • accidental injuries
  • illnesses
  • exam fees
  • surgeries
  • medications
  • ultrasounds
  • hospital stays
  • X-rays and diagnostic tests

And our coverage2 also includes:

  • hip dysplasia
  • hereditary conditions
  • congenital conditions
  • holistic care
  • chronic conditions
  • alternative therapies
  • and much more!
What doesn’t it cover?2022-01-03T17:06:20+00:00

Pre-existing conditions may not be covered — enroll your pets today and help make sure they’re protected.

Can I visit any vet?2022-01-03T17:07:31+00:00

You can visit any licensed vet or emergency clinic in the U.S., and you and your veterinarian of choice can determine the best treatment plan and medical course of action for your pet. Once you’ve received and paid your bill, send it to us and we will process your claim for reimbursement5 if the claim expense is covered under the policy.

Reimbursement options include: 70%, 80%, 90% and 100%. In addition, there is also a 50% option for MetGen underwritten policies only and a 65% for IAIC underwritten policies only.

How much pet insurance do I need?2022-01-03T21:45:50+00:00

We believe that every individual and their pet have unique needs. Hence we provide the ability to customize your coverage. Coverage is flexible and customizable so that you can choose the plan that works for you. Options include:

  • levels of coverage from $500–unlimited8
  • $0–$2,500 deductible options9
  • reimbursement percentages from 50%–100%5
How much will it cost?2022-01-05T16:05:33+00:00

Each pet’s premium will be unique based on the age, breed, location, as well as what coverage amount you select.10 Plus, if you go claim-free in a policy year, we’ll automatically decrease your deductible by $25 or $50.11

Are there any discounts?2022-08-16T18:59:03+00:00

Yes, a variety of discounts are available including:

  • Employer Benefit Discount12
  • Affinity Group Discount12
  • Internet Purchase Discount13
  • Military, Veteran & First Responder Discount14
  • Healthcare Workers Discount15
  • Animal Care Discount16
How do I pay for my coverage?2022-01-05T16:20:15+00:00

You can set up an automatic payment from your bank or credit card with us. As part of your group benefits, payroll deduction may be available.

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?2022-07-29T19:40:12+00:00

Call our Customer Service Line at 844-746-7297 to cancel your membership.

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

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

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 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.

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.

1 Pet Insurance offered by MetLife Pet Insurance Solutions LLC is underwritten by Independence American Insurance Company (“IAIC”), a Delaware insurance company, headquartered at 485 Madison Avenue, NY, NY 10022, and Metropolitan General Insurance Company (“MetGen”), a Rhode Island insurance company, headquartered at 700 Quaker Lane, Warwick, RI 02886, in those states where MetGen’s policies are available. MetLife Pet Insurance Solutions LLC is the policy administrator authorized by IAIC and MetGen to offer and administer pet insurance policies. MetLife Pet Insurance Solutions LLC was previously known as PetFirst Healthcare, LLC and in some states continues to operate under that name pending approval of its application for a name change. The entity may operate under an alternate, assumed, and/or fictitious name in certain jurisdictions as approved, including MetLife Pet Insurance Services LLC (New York and Minnesota), MetLife Pet Insurance Solutions Agency LLC (Illinois), and such other alternate, assumed, or fictitious names approved by certain jurisdictions.

2 Provided all terms of the policy are met. Application is subject to underwriting review and approval. Like most insurance policies, insurance policies issued by IAIC and MetGen contain certain deductibles, co-insurance, exclusions, exceptions, reductions, limitations, and terms for keeping them in force. For costs, complete details of coverage and exclusions, and a listing of approved states, please contact MetLife Pet Insurance Solutions LLC.

32019-2020 APPA National Pet Owners Survey.

4Approximately 80% of claims are processed within 10 days or less.

5 Reimbursement options include: 70%, 80%, 90% and 100%. In addition, there is also a 50% option for MetGen underwritten policies only and a 65% for IAIC underwritten policies only.

6Wait period for accident coverage is midnight EST compared to 2 to 15 days for competitors; wait period for illness coverage is 14 days compared to 14 to 30 days for competitors, based on a January 2021 review of publicly available summary information about competitors’ offerings. Competitors did not furnish copies of their policies for review. If you have questions about a particular competitor’s policy or coverage, please contact them or their representative directly.

7Delfino D. 42% of Millennials Have Been in Debt for Their Pet. LendingTree website. https://www.lendingtree.com/personal/pet-financing/average-pet-debt/. Accessed April 22, 2020.

8Annual limit options range from $1,000−$25,000 in $1,000 increments. In addition, there is also a $500 annual limit option for MetGen underwritten policies. Unlimited benefit option subject to availability.

9Deductible options range include: $0−$750 in $50 increments and $1,000, $1,250, $1,500, $2,000 and $2,500.

10For IAIC underwritten policies only, premium will also be based upon the pet’s gender.

11Your pet’s deductible automatically decreases by $25 (for IAIC underwritten policies) or $50 (for MetGen underwritten policies) each policy year that you don’t receive a claim reimbursement. May not be available in all states.

12This discount is not available in Tennessee. This discount is only available to individuals who are eligible members or employees of an entity that has arranged for MetLife to offer pet insurance to its population. (For IAIC underwritten policies, the discount is 10% for Groups > 1000 lives and 5% for Groups 51−999 lives. For MetGen underwritten policies, this discount is 10% for Employer Groups of all sizes and 5% for Associations of all sizes.)

13When coverage is purchased on-line, a premium discount will apply during the first year of the policy.

14A discount is available to serving and retired members of the Armed Forces & First Responders.

15For MetGen underwritten policies, a discount is also available to active healthcare workers.

16A discount is applicable to staff/owners of animal care facilities.

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