- Download or request the full policy document and all endorsements20 min
This step produces a complete copy of your pet insurance policy — every page, every endorsement, every rider — in PDF or paper form. The full policy contract is what the insurer must honour, and your appeal will cite specific clauses by page and section number. A “summary of benefits” or a “policy booklet” is not enough; you need the actual certificate of insurance or policy document that contains the definitions, exclusions, and limitation sections.
Start on your insurer’s customer portal. Log in at the same website where you file claims. Look for a section labelled “Documents,” “Policy,” “My Policy,” or “Coverage Details.” Download every file listed there — the main policy document, any endorsements, any state-specific amendatory pages, and the schedule of benefits. If the portal offers a single combined PDF, download that. If it lists separate files, download all of them.
If you cannot find the full policy on the portal, call customer service at the number on your insurance ID card. Tell the representative: “I need a complete copy of my policy contract, including all endorsements, riders, and amendatory pages. Please send it by email as a PDF.” If they cannot email it, ask them to mail a paper copy. Write down the representative’s name, the date of the request, and any reference number they give you.
Keep the downloaded PDF(s) in the dedicated folder. Note the policy effective date, the named insured, and the policy number — you will need these on every piece of correspondence in this process.