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INFORMATION FOR CUSTOMERS REGARDING COVID-19

WE’RE HERE FOR YOU

 

As a company and a member of communities across Canada, we’re doing our part to help stop the spread of COVID-19. We’re continually finding ways to support our customers, their pets, and our employees. We are closely following the recommendations from the Public Health Agency of Canada (PHAC), and we have a strong, resilient business to weather the challenges.

 

SUPPORTING OUR CUSTOMERS

 

Alleviating the stress associated with unexpected vet bills by providing customers with affordable pet insurance plans is why we’re in business. There are a number of changes we’ve made to our polices, as well as existing features included in our plans that can help during this time:

 

  • Customers can submit claims electronically (through your customer portal and via email)

  • Coverage for virtual vet visits

  • Direct deposit for claims reimbursements

  • We cover boarding and kennel fees if you need to be hospitalized

  • Compassionate customer care – if you’re facing financial hardship, please contact us to discuss your options

 

HERE’S WHAT WE’RE DOING TO SUPPORT EMPLOYEES: 

 

  • Most of our employees have successfully transitioned to working remotely, and they’re supporting our customers and brokers with great continuity.

  • As an organization, we’re taking an agile and collaborative approach to an office reintegration strategy using inputs from our employees, business leaders, and executive leadership team to form a plan.

  • We put the health and safety of our employees at the forefront, that’s why we are implementing strict safety measures within our office reintegration plan. These include the use of PPE, physical distancing measures, sanitization of workspaces and common areas.

  • We adjusted our HR policies to take pressure off people – anyone who needs to can focus on supporting their families and maintaining their own wellness, without worrying about balancing home and work-life.

  • We encourage only online or phone-based meetings at this time.

 

IF YOU NEED TO SUBMIT A CLAIM:

 

To ensure claim payments can be processed quickly and efficiently, your claim reimbursement can be switched to direct deposit.

 

  • Switch to direct deposit through the customer portal in the claims section or by calling us at 1.833.678.MINT (6468)

  • Before your vet visit, download a personalized claim form from the customer portal.

  • Once your claim form is filled out, submit it by uploading a photo on the customer portal. Remember to include a photo of your receipt. 

You are a valued customer, and we’re committed to taking care of you and your pet!

 

CONTACT US

  • Live chat

  • Email: hello@mypeppermint.ca

  • Phone: 1.833.678.MINT (6468)

HOURS:

Monday to Thursday 7:00am – 9:00 pm CST

Friday 7:00 am – 8:00 pm CST

Saturday 8:00 am – 7:00 pm CST

Sunday – Closed

 

We’ll continue to monitor the situation and update this page if anything changes. If you have any questions or concerns, please don’t hesitate to reach out to us. Stay safe. We’re all in this together.

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Some coverage is subject to a waiting period, as noted in clause VII. Policy Administration. Pre-existing conditions or conditions which occur during the waiting period will be excluded from your policy, as noted in clause, V. Policy Specific Exclusions. This policy also contains clauses, which affect coverage. This can be found in clause, IV. What We Do Not Cover and VI. General Conditions. Please review the Policy Wordings for additional details.
 

Peppermint is underwritten and distributed by Petline Insurance Company. It is available to residents of Canada and provides coverage to eligible pets.
 

Petline Insurance Company is registered with L’Autorite des Marches Financiers as a property and casualty insurer (NEQ: 1162197215) anddamage insurance agency (Reg #: 606694).