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FAQs

Lost Pet Recovery FAQs

How do I activate the microchip?

You can register by phone at 1-866-597-2424 or online (Click here to register your chip now!) It is important that the pet owner be the one to activate the account, as accurate contact details need to be given. Your microchip will be activated once your registration is complete!

Is the microchip a GPS?

Pet microchips are not GPS tracking devices. 24PetWatch microchips are radio-frequency identification device (RFID) implants that provide permanent identification for your pet. Because they use RFID technology, microchips do not require a power source like a GPS as they do not transmit a signal.

What is the best age to inject the chip?

There is no "best age" to microchip your pet. Microchips can be injected as early as eight weeks, and at any point after that. If you are concerned about size, 24PetWatch offers a MiniChip - ask your vet about it today!

Is there a scanner that reads all microchips?

Yes. The 24PetWatch (Allflex) reader is an example of a universal reader designed to scan and detect both ISO compliant and non-ISO compliant microchips.

Can anyone with a scanner access my contact information from the chip?

Microchips carry only a unique identification number, not your personal contact details. If your pet gets lost and is taken to a veterinary clinic or animal shelter, your pet will be scanned for a microchip to reveal his/her unique ID number. That number will be called into 24PetWatch, and you will be contacted using the contact information we have on file. It is vital to keep your contact information up to date so that you can be reached. Your contact information will only be given to the finder of your lost pet if you have given 24PetWatch consent to do so.

How does DirectConnect work?

When we receive a call about your pet being found, we record the finder's details and then place them on hold while we try to reach you using your home, cell and work telephone numbers. Once you're on the phone, we will connect you with the finder, with your permission. For extra safety, we remain on the three-way to help reunite you with your pet.

With DirectConnect you can get your pet back home faster and safer.

What if I'm not available when you make a call?

If we can't reach you, we will leave you a voicemail and contact your emergency contact or current vet clinic to verify your details are up to date. We will then ask your pet's finder to keep them safe. If they cannot, we will ask them to take it to a vet, a shelter or a humane society. There, your pet's microchip will be scanned again and staff will contact us to confirm the pet is now with them.

If my pet is found by an individual how will they know to call 24PetWatch?

All pets registered with a 24PetWatch microchip are provided with a plastic collar tag that features your pet's unique microchip number and 24PetWatch's Lost Pet Recovery Service toll free number (1-866-597-2424). If your pet is not wearing their tag, or if the tag is broken, scratched or weathered, the finder should contact a vet or humane society to get your pet's microchip scanned so we can contact you immediately.

What happens if my pet is taken to a veterinary practice or rescue centre?

Animals that are brought to a vet clinic, shelter, rescue or humane society are routinely scanned for a microchip. If your pet is microchipped, the staff will know to contact 24PetWatch. We then call you to let you know your pet has been found and help reunite you.

Where can I get my pet microchipped?

Your local shelter or vet can microchip your pet. Ask for a 24PetWatch Microchip ID microchip by name. In the event that they use a different brand of microchip, you should still register your pet's microchip with 24PetWatch Microchip ID - the only full service lost pet recovery network that provides free registration for all brands of microchips in the United States, Canada and the United Kingdom.

My dog always wears a collar and tags why do I need to microchip it?

Collars and tags can be removed or get lost and tattooing can become illegible over time. Microchips are the only truly permanent method of identifying your dog.

I have a cat - should I microchip it?

Cats are naturally curious and unpredictable. If your cat strays from the safety of your home, a microchip registered with 24PetWatch is your cat's best chance of a fast return.

Does microchipping hurt the animal?

Animal microchips are about the size of a grain of rice and are typically implanted just beneath the skin's surface between the shoulder blades. The process is similar to receiving vaccination through a needle and is painless to pets. Most animals don't even react when the microchip is implanted. Once implanted, the microchip remains in place for the rest of the animal's lifetime as a permanent form of identification.

About the change in Underwriter:

What do I need to do to enroll in my new coverage?

You can ensure ongoing coverage by completing 1 of the 2 options below:

  1. Visit renewal.24petwatch.com and enter your quotation ID.
  2. Call us at 1-855-434-4109

Why has there been a change in my premium?

We are offering renewals underwritten by The North River Insurance Company. With a change in underwriter, products, rates and Terms and Conditions are reviewed and refiled with each state's Department of Insurance. Through the course of review and refiling adjustments are made to ensure premium is reflective of policy limits and the pet insurance market.

Do I need to inform you before making a claim?

No, you do not need to tell us before you make a claim. If you would like to know if a treatment will be covered, you may submit a pre-approval request with treatment details, anticipated costs, and medical records.

Call us at 1-866-597-2424 to get a pre-approval request form. Your veterinarian can help you with the details required to complete your request.

Can claim reimbursement be made directly to my veterinarian?

Yes, we can make payment directly to your veterinarian. You and your veterinarian must submit a written agreement on clinic letterhead with your claim. You will be responsible for any co-payments, deductibles, and excess fees.

Can claim reimbursement be made directly to my bank account?

Yes, we can make payment directly to your bank account. Please contact us at 1-866-597-2424 and we would be happy to get you set up.

How do I submit a claim?

Please visit our Customer Portal. Or call us at 1-866-597-2424 for assistance.

If you're ever thinking about leaving us:

I'm not sure that my coverage suits my needs. What are my options?

Call us at 1-855-434-4109 and we'll help you discover what option is the best fit.

I didn't use my insurance last year and I'm thinking about cancelling my policy.

We're thrilled that your pet is in great health and we'd like to help keep it that way. The emotional stress associated with an accident or illness affecting a beloved member of the family can be high and unavoidable;

Pet Insurance is the safety net that allows you to focus on getting your pet healthy when the unexpected strikes.

24PetMedAlert® FAQs

What is 24PetMedAlert®?

24PetMedAlert® protects your pet by relaying your pet's critical medical information to veterinary care personnel, animal shelters or animal rescue organizations in the event that your pet is lost.

How does 24PetMedAlert® work?

Upon registering your pet for 24PetMedAlert®, your pet's critical medical information, as provided in the form, will be added to your pet's 24PetWatch microchip account. In the event that your pet is lost and you are unable to be reached, 24PetWatch may relay your pet's medical information (including diagnosed medical condition(s), medications prescribed for the condition(s), allergies and behavioral issues) to veterinary care personnel, animal shelters or animal rescue organizations who find your pet.

Upon your consent, 24PetWatch may also release your personal contact information to any individual who finds your pet in order to facilitate recovery of your pet.

What medical information may be relayed by 24PetWatch?

If your pet is found by a veterinary clinic, animal shelter or animal rescue organization, then 24PetWatch may relay all medical information stated on the 24PetMedAlert® Form.

24PetWatch will not relay your pet's medical information to individuals under any circumstances. If your pet is found by an individual, then 24PetWatch may advise the finder to take your pet to a licensed veterinarian, to whom medical information may be relayed.

Please note that 24PetWatch may only relay the medical information as described on the 24PetMedAlert® Form. 24PetWatch will not be responsible for any harm caused because the information in your 24PetMedAlert® Form is incomplete or inaccurate.

What if I need to update my pet's medical information?

To update your pet's medical information, please email 24PetMedAlert@24PetWatch.com with an updated 24PetMedAlert® form or to request a new form. Please allow five (5) business days for your profile to be updated.

If you are requesting an address or contact information change to your microchip account and NOT submitting a 24PetMedAlert® form, please call 1-866-597-2424 or login to your microchip account at 24PetWatch.com

Does 24PetMedAlert® registration guarantee my pet's treatment?

No. 24PetWatch will make best efforts to relay critical medical information to veterinary care personnel, animal shelter or animal rescue organization who find your pet. However, 24PetWatch is not responsible for ensuring that your pet receives treatment and is not responsible for paying for any treatment or related expenses incurred by the finder. You are exclusively responsible for the cost of all treatments and any other expenses incurred by the veterinary care personnel, animal shelters or animal rescue organizations who find your pet. 24PetMedAlert®, 24PetWatch, and any associated brands or entities (Pethealth Services Inc. and Pethealth Services (USA) Ltd.) do not guarantee your pet’s treatment by a finder and shall not be responsible for any damages, costs or losses suffered at any time by you, your pet's finder, or your pet.

24PetMedAlert® does not constitute veterinary or medical advice for your pet. 24PetMedAlert® does not guarantee any medical results or treatment in the event your pet is lost. Please consult with your veterinarian to see if the 24PetMedAlert® service is suitable for your pet.

How much does 24PetMedAlert® cost?

24PetMedAlert® service costs $24.95 per year, plus tax where applicable (price subject to change).

How do I register for a 24PetMedAlert®?

To purchase the 24PetMedAlert® service that will link to your pet's 24PetWatch microchip account, call 1-866-597-2424 to speak to one of our representatives. Upon purchase, you will receive your receipt and the 24PetMedAlert® Form via email. Once the form is completed, please submit to 24PetMedAlert@24PetWatch.com. Please allow five (5) business days for your pet's profile to be updated.

Will I need to renew my 24PetMedAlert® registration?

No. Your registration is automatically renewed each year. After your first year of registration, the renewal cost is $20.95 per year, plus tax where applicable (price subject to change). You will be notified of the renewal 30 days prior to your renewal date. If you choose to discontinue the 24PetMedAlert® service, you can do so by requesting cancellation by phone or email at least (5) days prior to your renewal date.

Am I eligible for a refund or cancellation?

We offer: (i) a 50% refund for cancellation of 24PetMedAlert® services within six (6) months of initial purchase; or (ii) a full refund for cancellation of 24PetMedAlert® services within three (3) months of initial purchase if your pet is deceased. You will no longer receive any 24PetMedAlert® services as soon as you stop becoming a 24PetMedAlert® member.

What if I have more questions about my 24PetMedAlert® services?

Please do not hesitate to contact us by phone 1-866-597-2424.

Pet Insurance FAQs

My Pet is always healthy - why should I buy pet insurance?

Even though your pet is healthy today, they may not be tomorrow. We receive many calls each year from pet owners who want to purchase pet insurance after their animal has become sick or hurt; at this time, it is unfortunately too late to get coverage for that particular accident or illness. Premiums are low and the benefits are high; preparation today can prevent financial strain tomorrow.

I love my dog but my friend told me that it may get hip dysplasia, what should I do?

It's true that some breeds are more prone to hereditary conditions than others. 24PetWatch Pet Insurance Programs has policies that can provide coverage for these types of conditions. Dogs may be enrolled as young as 8 weeks of age and up to 10 years of age, cats may be enrolled as young as 8 weeks of age to 12 years of age.

Medical conditions that are noted, symptomatic or diagnosed prior to enrollment or within the Policy's Illness Wait period are pre-existing to Coverage and not available for coverage. This advertisement is an outline only, the actual policy issued terms and conditions will prevail.

How much money will I actually get back when I make a claim?

Eligible reimbursement is dependent on the Maximum annual limit, co-pay and deductible selected for your purchased policy.

I want to buy pet insurance but I'm worried that I might not be able to afford it.

Don't worry - 24PetWatch has policies with both choice and flexibility. Please call us at 1-866-597-2424 and speak to one of our insurance agents who will help you make the decision that's right for you.

Is there any restriction on which veterinarian that I can take my pet to?

No. You may go to any licensed veterinarian in North America, traditional veterinarians, alternative therapists or specialists as long as the veterinarian is licensed.

Do your Programs cover the diagnosis as well as the treatment of accidents and illnesses?

Yes, our programs cover the diagnosis, testing and treatment of covered accidents and illnesses, including veterinary visits, laboratory tests, X-rays, MRIs, CAT scans, hospitalization and prescription medications.

What happens if I don't have all the required documents to submit my claim?

To most effectively help you care for your pet, we need all required documents, before we are able to process a claim. Required documents include: claim form (this can be filled out in our Customer Portal), itemized invoice, and your pet's medical records. If one or more piece is missing, or illegible, we will be unable to proceed with processing your claim.

Can I still submit a paper claim?

If you are unable to upload your documents using our Customer Portal, please fill out the claim form online which will generate a unique barcode for your claim. You can then print this page as a cover sheet which can be submitted via fax or email with your other supporting documentation. If you are unable to access the Customer Portal, please call our team at 1-866-597-2424 and one of our team members would be happy to assist you with submitting your claim.

Why do I need to print the barcode when submitting my claim by fax or email?

This code is a unique identifier for your claim. This will allow us to track your claim throughout the assessment process and update the status in the portal. This page is required to be the first page of your claim submission for all faxed and emailed claims. With every future claim, you will receive a brand new barcode – so you will need to print a new page each time.

24PetWatch Pet Insurance Programs are underwritten by Northbridge General Insurance Corporation, distributed by PTZ Insurance Services Ltd, a wholly owned subsidiary of Pethealth Inc.

Coverage is available in all provinces in Canada, excluding the territories and Quebec. 24PetWatch, 24PetWatch & Design and related words and logos are trademarks and the property of PTZ Insurance Services Ltd.