Frequently Asked Questions
Because we know insurance can be confusing.
We may charge a payment processing fee. Fees are assessed by state.
Please contact Customer Experience for details on your state’s payment processing/installment fees.
Unfortunately, no. Once a policy is issued, you cannot change the billing date because it is linked to the effective date of your policy.
Updating your billing via the Pet Cloud website or using our Android app:
Log into your account at the Pet Cloud or via the mobile app
Click the Insurance section of your Pet Cloud
Here you will be able to view and update your payment information, via the "Billing Info" button.
To update your billing information using our iOS app, follow these steps:
Log into the iOS app, Pet Cloud
Select “More”, from the bottom right corner and choose “My Account”
Under Payments, choose “Billing Preferences”
We accept ACH (direct from checking account) and all major credit cards.
Note: If a payment is due on your policy, you can update and/or process the payment in the Insurance section of your Pet Cloud.
If you are paying annually: 10 days before your renewal, you will be billed for the annual premium amount due for the next term.
Log into you Pet Cloud to confirm your billing date or update your bank or credit card information.
You may contact Customer Experience if you have any questions.
If you are paying monthly: Log into your Pet Cloud to confirm your billing date or update your bank or credit card information.
You may also contact Customer Experience if you have any questions.
For more information on installment fees, click here.
To protect us from fraud credit card companies are frequently issuing new account and card numbers. We get this. If your payment is rejected for any reason you can log into your Pet Cloud and update your payment method through the “Insurance” section. The past due amount will be processed immediately, and your new information will be saved.
iPhone app users: After selecting “Insurance,” choose “More” on the policy card, and “Billing Preferences” to update policy billing method and process any past due payments.