Manage your online account and policy documents

Do I have an online account?

This online policy automatically creates an online account for our policy holders once a policy has been purchased. This online account allows them to manage their policy and access their documents. The login button is located in the top right corner of the Pet Care insurance webpage, or you may click here: Login

How do I log in to my account?

To log in to your account:

1. Click on the Login button located in the top right corner of the Pet Care insurance webpage.
2. Enter your email address used to purchase the policy.

Login

How do you set up a log in?

As a new customer, in the application there is a section where you are able to set up your own password or not. After the policy is purchased, you will be prompted to confirm your email. Once you confirm the email, it will log you into your dashboard.

Where can I find my policy dates?

Your start, expiration, and retroactive dates can be found in your proof of insurance. Your proof of insurance document is located in your dashboard (online account) in the download documents section.

Is my policy still active/in effect?

To see if your policy is still active/in effect, please go to your dashboard and click the "my policies" button. There you can see details about your policy's effective and expiration dates.

I just moved from one state to another.

To change your address please send us an email with the following information:

• Your policy number
• Your new address.

One of our agents will follow up with your email within 3 business days.

What is a magic link?

The magic link used to be used for you to log in with a link that is generated and sent to your email. This is no longer a system that we use.

If you are not getting the prompt to log in with your email, please select "forgot password" and then enter your email and send. Once you receive the email, you are able to click the link and create a new password.

How to get a site seal/badge.

The site seal can be found in your dashboard using the "add site seal to your site" button in the main page of the dashboard. Choose the desired seal and either copy the link to be placed in your website or copy the image. 

The site seal/badge stopped working on my site.

We are sorry about that. If the site seal stopped working on your site, try getting one from your dashboard and trying again. If this does not work, please contact your website provider to get more options.

How do I Reset my password?

If you did not set up a password or need to reset your password:

1. Click on Forgot Password.
2. Enter your email address.
3. A link to reset will be sent.
4. The new password must have at least eight characters.

How to update your address, email address, DBA, phone number, or website on your policy.

1. Log in to your online account.
2. Once you are logged in, scroll down to the "My Profile" section on your Dashboard.
3. Look for the "Edit Personal Info" button and click on it.
4. Here, you can make changes to your first and last name, as well as your address.
5. After making the necessary edits, click the "Save" button to submit your changes.
6. The new information will automatically update on your account and policy documents.

*If you do not see the updates reflected on your documents, try refreshing the page and checking again.

I changed my personal/sole proprietor name, business name and type, how do I update that?

If you have an active policy, you cannot change your business name from your account. To update your business name and type (Sole proprietor/Individual, LLC, Corporation, or Partnership), please email [email protected]. Please include:

1. Your name
2. Policy number
3. New business information
4. An agent will update it for you.

Please keep in mind that these policies are non-transferable. If you sold your business or the business ownership has changed, the new owner would need to purchase their own policy. The new business owner would fill out a new application on the website to purchase a policy. This policy cannot be transferred to a different individual, or business owner.

How do I change the date of my policy after I already purchased?

Once a policy has been purchased, please email [email protected] to inquire about changing the policy start date. If the policy is already in effect, the policy start date cannot be changed. The policy would need to be canceled and purchased new.

How do I view and download my proof of insurance, insurance cards, COI's and receipts?

Your policy documents and receipts are on your dashboard under the "My Policies" button. For all documents other than your receipts, double-click on the document to download and/or print the document.

To download your receipts:

1. Login to your dashboard
2. Click the "My policies" button
3. Scroll down until you see the "Invoice" link near the bottom of the screen

For specific questions about your current or renewing policy, don't hesitate to get in touch with us by phone or email.

How can I get hard copies of my insurance policy?

Pet Care Insurance is a paperless company. To get hard copies of your insurance policy, login to your dashboard and download your documents from the download documents section. From there they can be printed or emailed as needed.

How many workers do I have?

To see how many and which employees/independent contractors you have, login to your dashboard and click on the "my policies" button. Go down to the employees and independent contractors sections to see how many you have.

Where can I find my workers on my policy?

Your employees/independent contractors are located on page 3 of your proof of insurance document. Your proof of insurance document can be located in your dashboard in the download documents section.

Does PCI have a referral program?

PCI has a referral program that works on the additional insured level. Additional insureds can work with us to spread the word about each other. At this time we do have a referral program for our insureds.

Referral codes

The referral code involves our referral program. If an additional insured is asking you to get insurance and they give you a referral code, it can be placed in this box. If you do not have a referral code, that box can be left empty.

Information about the policy number

There are 2 parts to every policy number: the master policy number starts with "PL", and the certificate number starts with "PCI."  Your policy number will be listed in your online dashboard and on all of your policy documents except for the liability policy document. If you purchased a policy for more than 3 months out and your policy number is "TBA," we will be sending you a policy number at a later time.

What is an endorsement?

An endorsement is an add-on to your policy.  Often, this will be a requirement from a client or additional insured/certificate holder with whom you may do business. When adding an additional insured/Certificate holder, we use a standard ACORD form called a Certificate of Liability (COI) and an endorsement page that indicates what changes are being made to the policy because of the additional insured.

What are the endorsements that you offer?

Additional Insured/Certificate Holder endorsement options:

• Event/Show  (Designated Person or Organization (CG 20 26)) - The Landlord/Employer additional insured type is used when your landlord is requesting to be added to your policy. It adds a designated person or organization as an additional insured for liability arising out of the named insured's premises or operations. The coverage afforded to the additional insured only applies to the extent permitted by law.  This option creates the additional insured document CG 2026.
• Retailer/Distributor/Vendor (Additional Insured Vendors (CG 20 15)) - This is an endorsement to the manufacturer’s or supplier’s commercial general liability policy, protecting you when selling or distributing items on behalf of a manufacturer, or sourced from a supplier, particularly when the supplier is providing goods manufactured offshore. The Insurance Services Office, which advises insurance companies, created the additional insured–vendors endorsement (CG 2015) which covers liability arising from the sale of a product. This endorsement creates a CG 2015.
• Landlord/Employer  (Designated Person or Organization (CG 20 26))  - This endorsement is designed to add the event or show your business is participating in. It adds a designated person or organization as an additional insured for liability arising out of the named insured's premises or operations. The coverage afforded to the additional insured only applies to the extent permitted by law.  This option creates the additional insured document CG 2026.

How do I add an additional insured?

1. Login to your dashboard (ie your online account)
2. Click Add Additional Insured
3. Select the Additional Insured type: Landlord/Employer, Retailer/Distributor/Vendor, Event/Show, Owners,
   Lessees, Contractors.
4. Fill in the Additional Insured name and address with the information of the person requesting the additional
   insured document
5. When the email box has been filled (optional), the additional insured document will be sent to that email
   immediately upon submission.
6. If the description of operations needs something in it, that can be emailed to us: [email protected]

Watch this short How To video on how to add an Additional Insured from your online account.

How much does the additional insureds cost to add on?

Additional Insureds are $10 for unlimited for the the duration of the policy.

Important disclaimer for additional insured: An additional insured is not designed to add members of your team, contractors, employees, friends or family. Basically, additional insureds are not for anyone associated with your business, whether on a personal or professional level. An additional insured is not designed to:

1. Add members of your team
2. Contractors
3. Employees
4. Friends 
5. Family

Basically, additional insureds are not for anyone associated with your business, whether on a personal or professional level. Adding additional insureds is done to include landlords, venues, events, or any other entity that may be held liable for your operations while you are at their location. This addition requires you to conduct business with them. An additional insured is not designed to add members of your team, contractors, employees, friends or family. Basically, additional insureds are not for anyone associated with your business, whether on a personal or professional level.

What is an additional insured?

Adding additional insureds is done to include landlords, venues, events, or any other entity that may be held liable for your operations while you are at their location. This addition may require you to conduct business with them. An additional insured is not designed to add members of your team, contractors, employees, friends or family. Basically, additional insureds are not for anyone associated with your business, whether on a personal or professional level.

How to add a second location to a policy.

Please note that this policy is not location specific. If you need to add a landlord or event to your policy, please add them by adding an additional insured: 

1. Login to your dashboard (ie your online account)
2. Click Add Additional Insured
3. Select the Additional Insured type: Landlord/Employer, Retailer/Distributor/Vendor, Event/Show, Owners,
   Lessees, Contractors.
4. Fill in the Additional Insured name and address with the information of the person requesting the additional
   insured document
5. When the email box has been filled (optional), the additional insured document will be sent to that email
   immediately upon submission.
6. If the description of operations needs something in it, that can be emailed to us: [email protected]

Other names additional insureds go by:

• Certificates of insurance (COI)
• Acord forms
• Certificate
• Certificate holder

Here is a sample of the Certificate (COI) that is provided once an Additional Insured is added. Pet Care Sample policy

After I have added an additional insured, how do I get a copy of my additional insured document?

To obtain a Certificate of liability (COI) please add an Additional Insured. Once added, a certificate of liability (COI) will generate on your online account and also be emailed to the email provided.

How do I add new additional insureds during the application process?

The additional insured can be added during the application process. Once the policy has been purchased, the additional insured can be retrieved in the online account/dashboard.

What is not an additional insured?

An additional insured is not designed to add members of your team, contractors, employees, friends or family. Basically, additional insureds are not for anyone associated with your business, whether on a personal or professional level.

What is the "description of operations?"

The description of operations enables you to add more information about the additional insured that cannot fit under the "certificate holders" box. For example, multiple other additional insureds, event dates, or other information regarding the event or landlord.

How do I add verbiage/text in the description of operations?

Occasionally, additional verbiage is requested by the certificate holder to be added to the description of operations section of the certificate of insurance (COI). When this is the case, please add the Additional Insured first and then send us an email with the requested verbiage to [email protected]. If you are unsure how to add an additional insured, please mark this response as helpful and then ask, "How do I add an additional insured?"

What verbiage/information should be placed in the description of operations?

The certificate holder will be the one requesting if there should be anything added to the description of operations. If they are requesting to have something added to the description of operations, please add them as an additional insured and send us an email with the needed wording to [email protected]

The event wants the description of operations to be written specifically how they want it. Is this possible?

Depending on the verbiage the event wants on the certificate, we may or may not be able to add it. Please send us an example of what they are requesting to [email protected] and one of our agents will take a look.

How do I edit my certificates?

To edit your certificates, please send us the following to [email protected]

• Your policy number. It will start with "PCI"
• The Additional Insured name on the certificate that needs to be changed
• An explanation of the changes that need to be made

If there is a need to remove an additional insured from a renewing policy, it can be done by simply logging into the policy and clicking on the update button. I would like to acknowledge that this action must be taken within 30 days of the policy's renewal date.

Can additional insureds be removed?

Regarding additional insureds, I would like to point out that they can only be removed when the policy is renewed. Once an additional insured has been added, they become a part of the policy they were added to. However, in the case of a policy that is being automatically renewed, these additional insureds are automatically included in the new policy.

I need to cancel one of my additional insureds.

If you need to cancel one of your additional insureds, this can be done in your dashboard within 30 days of the renewal. Additional insureds are meant to stay on your policy. 

Why does my personal/home address show on my COI instead of my business address?

The policy is not location specific so only your physical street address will show on your policy documents and COI's. If you want your business address to show instead, you may edit that from your online account.

How to add on the pet training coverage.

To add the pet training coverage, login to your account and click on the "change policy options" button. From there choose "add-ons" and then "pet training" If the difference needs to be paid, it will take you through the payment process.

Who can be added as an employee/independent contractor?

W2 employees and 1099 independent contractors may be added to the policy. Spouses and minors who live in the home would not need to be added as they would be automatically insured. It is $25 to add a W2 employee, $50 to add a 1099 independent contractor. 

How to add employees/independent contractors?

To add employees/independent contractors:

1. Log into the dashboard online
2. Click on Add Employee/Independent Contractor
3. Click on the Add button
4. Fill in their name
5. Click on Continue
6. Submit payment (It is $25 to add a W2 employee, $50 to add a 1099 independent contractor. )

Can employees/independent contractors be added for just a few months?

Once added, employees/independent contractors will remain on the policy for the remainder of the policy period. If your policy only has a few months left then they would only be on there for a few months.

How to remove/delete employees/independent contractors?

To remove employees/independent contractors please submit the request by email to [email protected]. Please allow up to 5 business days for one of our agents to remove them. Once that has been completed an email may be sent for confirmation that it has been done. 

Which Endorsements can be added after purchase for an Additional Insured/Certificate holder?

There are multiple endorsements that can be added to the additional insured endorsements at an additional cost. Here is a list of those endorsements, along with their additional costs:

The Primary Noncontributory endorsement (CG 20 01) costs an additional $20. The “primary and noncontributory” wording your insurance must pay first (primary) without seeking the additional insured's liability insurance to pay (noncontributory). In short; if there was a claim where both the insured and additional insured parties were involved, this policy would pay first. If the payout were to reach this policy's limits, the additional insured's policy would begin to pay.

The Waiver of Subrogation (CG 24 04) is an additional $20. A waiver of subrogation is a contractual provision whereby you waive the right of your insurance carrier to seek redress or seek compensation for losses from a negligent third party (additional insured).

A Loss Payee (Rented Equipment Excluded) is an additional $25. A lenders loss payable endorsement is a commercial property policy endorsement that gives a creditor of the insured that has loaned money in connection with the insured's personal property the same rights and duties that a mortgage clause gives a mortgagee.

How do I add a primary noncontributory, loss payee, or waiver of subrogation endorsement?

1. Please log in to your account.
2. If you have not already done so, add the additional insured.
3. Click on the "My Policy" button.
4. Then, click on the "Add Endorsement" button.
5. Select the endorsement you desire.
6. Fill out the required form.
7. After submitting, one of our agents will review and approve the endorsement. We will then send you an email stating that you can purchase the endorsement. Please log in again and make the payment for the endorsement.

These endorsements may be added to your policy on the application or any time after purchase from your online account.

To obtain the Cyber liability endorsement, it is an additional $79. Cyber insurance is designed to protect the policy holder's company from:

• Data Breaches
• Malicious codes on your computer systems
• Unauthorized access to your - *computer system
• Ransomware
• Extortion Threats
• Fund Transfer Fraud

Professional liability insurance, also called errors and omissions insurance (E&O) or indemnity insurance, protects the policyholder's business if sued for negligence in performing professional services, even if a mistake has not been made. We currently do not offer professional liability with this policy. Please check with a local insurance agent or agency for that type of coverage.

How can I add the cyber liability coverage to my policy?

1. Login to dashboard.
2. Click the "Change policy options" button.
3. Select the amount of professional liability coverage needed.

Endorsements that cannot be added.

Liability waiver forms

At this time we are unable to provide a liability waiver form because that is a legal document.

A liability waiver form, also known as a release of liability or liability release, is a legal document where a person agrees to release another party from liability for any damages or injuries that may occur during a specific activity or event. These forms are commonly used to protect businesses and organizations from potential lawsuits when participants engage in activities with inherent risks. 

Hold harmless agreement

At this time we are unable to add a hold harmless agreement because that is a legal document.

A hold harmless agreement, also known as an indemnity agreement, is a contract that protects one party from liability, claims, or damages related to a specific activity or transaction. It essentially means one party agrees to release the other party from responsibility for certain risks. This agreement can be unilateral, where only one party is protected, or reciprocal, where both parties waive liability against each other. 

What are some endorsements or other policies that cannot be added through this website but are an option through some of the partners of this brokerage?

Workers compensation (AKA Workers comp or simply WC)

Workers comp is designed to insure the W-2 workers of your policy in case they become sick or injured while on the job. Different events or landlords may require this. It could sometimes be extended to your 1099 employees, but this is rare. Your business must have at least one part-time W-2 employee to qualify for the policy. To get started, here is the link to the Workers' Compensation application: https://app.insurancecanopy.com/application/workerscompensation. One of our partnering agents will get back to you within 3 business days (usually sooner) with a quote. Because the price of the policy varies, we are not able to offer a price range for the policy. 

Billing questions

Will my price remain the same when I go to renew?

There is a possibility that the price might go when renewing the policy due to changes in coverage during the current policy period, endorsements that have been added, or on some occasions, a price increase. To see what the renewing price will be, login to your account within 30 days of the renewal.

How to change the price of the policy.

The price of the policy is adjusted when added coverage, endorsements, or for things like income, state of residence, etc. Likewise, when renewing the policy, if options are removed, the price can be reduced.

How to pay for the policy.

To pay for the policy once it is being purchased, simply go to the buy button to get started with the application. Once there, you can pay for your policy. If you already have a policy, the annual payment will be collected automatically (this can be opted out of if needed). If on a monthly payment plan, the payments will be collected automatically. If for some reason a payment has been missed, try going to your dashboard to fix this. If unable to find the solution, please give us a call.

How do I lower my income level?

Your income level can be lowered in your dashboard. This is done within 30 days of the policy renewal. There will be a temporary button in your dashboard during that time that will alloy you to make changes to your renewing policy.

Why did you just charge me?

There are multiple reasons why we charge our customers. Most policies are set to renew as their old policy expires. Other policies are charged on a monthly basis when they are set up on monthly billing. We charge policies when an endorsement or additional coverage is added to the policy. To get a specific reason why your policy was charged, please see your dashboard by logging in. Please reach out to us if further assistance is needed.

Monthly billing

How do I put my account on autopay?

When signing up for the monthly payment option, the billing will automatically be set on autopay. Also, when signing up for the annual policy, autopay is set up automatically for you convenience and can be removed at any time from the annual payment option.

Can I pay off the remainder of my monthly bills in full?

At this time we do not have a way for our insureds to pay for the remainder of their monthly bills in full. The annual payment option can be chosen when renewing the policy.

Renewal questions

I want to renew my policy.

Here is how to renew your policy:

1. Log in to your online account
2. Click on the "Add a policy" button.
3. Fill out the application.
4. The application will fill in your personal information. 
5. Additional Insureds would need to be re-added if needed.

Is my policy going to renew?

When you purchase an Annual policy, you are automatically enrolled in the auto-renew option or EZ-Renew.  If you want to turn off the auto-renewal option, that can be done any time after purchase by:

1. Login into your Dashboard
2. Click the :My Policies" button
3. Cancel EZ-Renew.

How do I make changes to my renewing policy?

Your policy can be renewed 30 days before its expiration date. During the 30-day period, an "Update Renewing policy" button will appear at the top of your Dashboard. Click on the button to edit your renewing policy.

Can I renew my policy early?

Yes, you may renew your Annual policy early. Here's how to do that:
1. Turn off the EZ Renew under "My Policies."
2. Go back to your Dashboard and click on "Renew policy" or "Add Policy". 
The process to early renew is the same as manually renewing the policy. Proceed through the application and submit your payment.
3. Your renewed policy documents will be emailed to you and also available from your Dashboard.

For specific questions about your current or renewing policy,  please contact us at [email protected] or give us a call at 844-520-6990.

How do I renew/reinstate my expired policy?

If your policy has expired, the steps to renew/reinstate will be the similar to purchasing a new policy. Here is how to renew/reinstate your expired policy:

1. Log in to your online account
2. Click on the "Add a policy" button.
3. Fill out the application.
4. The application will fill in your personal information. 
5. Additional Insureds would need to be re-added if needed.

Issues renewing 

If you are having issues renewing your policy it could due to one of the following reasons:

1. Automatic payment failed and you need to update payment information.
2. Information provided for the renewal is incomplete or incorrect.
3. Issue with an application such as date on the application is incorrect.
4. Temporary system issues on our end, in which case please wait and try again.

You may contact [email protected] or give us a call at 844-520-6990

Claims

How can I file a claim?

To file a claim please follow these simple steps:

1. Login to your dashboard (AKA your online account)
2. Click the “File a Claim” button
3. Fill out the claim form
4. Submit the claim form once finished
5. Receive and respond to the email sent from the claims adjuster.

If you have any questions about the instructions above, please let us know. If you have already submitted a claim and want to follow up, please send an email to [email protected].

How long do I have to file a claim?

We recommend filing a claim as soon as practical. A claim must be filed during the policy period.

How to know what the policy is designed for and what it is not designed for.

Your business insurance policy is specifically designed to meet your business's liability needs. This means that if, during your business operations, your business is held responsible for causing damage or injury to a third party, and the policy does not exclude such activities, you will have coverage for such an incident. Your policy is designed to fulfill the liability needs of your business. This means that if, during your business operations, your business is responsible for the damage or injury of a third party, allowing the policy not to exclude such activity, you would have coverage for such an incident.

Claims questions on the application.

The following are exclusions in the policy and will make the applicant ineligible to get the policy if applicable:

• Any insured that has been canceled or non-renewed in the past 3 years.
• Any insured that has had any claims exceeding $5,000.

Will a claim affect the price of the policy?

While a claim will not affect the price of the policy. It can affect eligibility when it comes time to renew the policy. If your policy has gone up, it could be due to added coverage, endorsements, or because there was an increase in the price at the time of renewal. Please see your dashboard for more information. If you are unable to find your answer there, please request to speak with an agent here in chats or via phone.

How much coverage do I have for a veterinary visit?

A visit to the veterinary may be covered by your policy and the amount that is paid out can vary with each claim. The best way to know how much your claim will pay is to file a claim. If something has not yet happened, we recommend reading the policy and checking out the website.

What to do if injured by a pet.

If anyone was injured by a pet, we suggest filing a claim. As with all liability claims, one of our claims adjusters will be happy to review your policy to determine coverage. To file a claim, please log into your dashboard and click the file a claim button. If you are not an insured, please fill out this application and send it to [email protected]

How to get a reimbursement from this policy?

If you are referring to filing a claim for something that happened, please log into your account and click the "file a claim" button. If you are referring to getting a refund, please email your request to [email protected] to see if your situation merits a refund.

Cancellations

Can I stop or pause my policy?

We do not have the option to pause your Annual policy; While we cannot pause the policy, it can be canceled by you at any time.

Can I cancel my policy at any time?

Your policy can be canceled anytime by sending an email to [email protected]. The email must be sent from the email address used to log into the dashboard online. Please include your:

• Full name
• Policy number, and request to cancel. 

How to cancel a renewing policy

If your policy expires soon, we offer the option to cancel your automatic renewal (Your policy may be enrolled in the EZ renew/automatic renewal). This can be turned off any time before your policy renewal date. To cancel EZ Renew please follow these simple steps:

1. Login to your dashboard (your online account)
   Note: The "Login" or "My account" button is located in the upper right-hand corner of our website
2. Click the “My Policies” button in the “Manage Policies” section
3. Scroll down to the bottom to the EZ Renew section
4. Click the “Cancel EZ Renew” button
   *If this does not work, please send us an email to [email protected] with your request to cancel your EZ Renew.

How to cancel a policy that just renewed

Policy just renewed and I want to cancel - 

If the policy just renewed within 10 days of today, please do the following:

1. Login to the dashboard
2. Click the Change policy options page
3. Click the request cancellation button

If that option is not available or does not work, send an email to [email protected] with your name and policy number. Your request will be processed by our Cancellation team.

How do I cancel my policy?

We are sorry to see you go and hope that you return soon. You can conveniently request a cancellation through your dashboard:
1. Log in to your account. This is done by clicking either the “Login” or “My account” button located at the upper right hand corner of your screen. If you forgot your password, please select the "Forgot Password" link to reset it through your email
2. Click the “Change Policy Options” button in the “Manage Policies” section
3. Select "Request Cancellation"
If this does not work, please send us an email to [email protected] with your request.

If someone cancels their monthly payment policy mid term, do they have to pay for the remaining months?

When the policy is cancelled mid-term and monthly payments are set up, the remaining monthly payments will not need to be paid.

Cancellation Policy

Please keep in mind that while this policy is 100% earned and non-refundable but there are some exceptions. If you are cancelling your policy or a portion of your policy, please send us an email to [email protected] with your request.