Because Pet Insurance Coverage Needed Some Heart

Thanks for your interest in Toto Pet Health Insurance! Here you’ll find a variety of pet insurance FAQs so you can get answers to your questions about coverage, billing, claims, and more. If you don’t see the pet insurance FAQs that you’re looking for, please don’t hesitate to reach out to us. We’d be happy to help.

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Toto Pet Insurance FAQs

  • Just like humans, pets can get injured and sick without warning. The good news is that huge strides have been made in veterinary medicine, allowing our pets to often receive the same high level of care as their human companions. But those advancements have also brought higher costs, and like human medical, the need for health insurance. When your pet is covered, you'll never have to worry about choosing between paying your rent/mortgage and giving the best medical care to the pet member of the family.

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  • Premiums vary depending on several factors. The main factors are species, breed, age of your pet and the zip code in which you live. Toto presents you with the flexibility to choose the deductible, reimbursement %, coverage limits, and specific features you want to include in your coverage. We make available flexible accident & illness plan selections that you can customize to fit your monthly budget. With just a few clicks, you can get a quote.

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  • The policy is issued and underwritten by Independence American Insurance Company. Independence American Insurance Company (IAIC) is licensed to write property and/or casualty insurance in all 50 states and the District of Columbia. IAIC is rated A- (Excellent) for financial strength by A.M. Best, a widely recognized rating agency that rates insurance companies on their relative financial strength and ability to meet policyholder obligations (an A++ rating from A.M. Best is its highest rating). our insurance policy is an agreement between you and IAIC, please see your policy for all terms and conditions.

  • This is a common question and one that comes down to your particular needs and financial ability to afford the unexpected veterinary bills that may arise. We have assisted by providing the Toto Risk Calculator which illustrates the average lifetime health cost of your pet’s breed. We typically recommend getting the highest level of coverage that you can comfortably afford.

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  • Yes! You may use any licensed veterinarian in the United States or Canada. This includes emergency and specialty veterinarians, should the need arise.

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  • Toto wants you to be completely satisfied and the plans available include a Right to Return policy. You may get 100% premium refund in the first 30 days if not satisfied, as long as no claims have been submitted. Applies to newly issued policies only. Not available in all states.

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  • Yes. When you insure two or more pets, you can enjoy a 5% discount for each pet insured.
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  • Toto Cares was designed for social good,  it is our "give-back" program. Each year, Toto Cares will make a donation to one of our partner charities for every new policy in that given year. 

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  • Once your policy is issued, Toto will send you an email with the charity options and you can select the charity of your choice - then we make the donation in you or your pet's name on your behalf! We select the chartities based on need and impact. The charities are subject to change from time to time.

Coverage Questions

  • Plans are available for dogs 8 weeks and older, and cats 10 weeks and older that reside in the U.S. Select from two base plans - accident and illness coverage is available to all dogs and cats under the age of 9 years and an accident only plan for all dogs and cats 9 years and older. All breeds of dogs and cats are eligible for coverage.

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  • A waiting period is the number of days specified in the policy that must pass before coverage begins. There is a 2 day waiting period for accidents and a 14 day waiting period for illnesses. The policy has a 30 day waiting period for alternative therapies and behavioral problems and a 180 day waiting period for cruciate ligament injuries (knees) and IVDD (Intervertebral Disc Disease). The waiting period begins on the effective date of the coverage period. As an example, let’s say you purchase a policy through Toto on June 20, your effective date is June 21. If your dog or cat suffers an injury on June 23 (2 days later), your pet would be eligible for coverage because the waiting period for injuries and accidents has been met. The waiting period applies only to the first year of your policy, or if you decide to increase your coverage, like upgrading your plan at renewal for example. Waiting periods don't apply to your annual renewal as long there are no gaps in coverage.

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  • Pre-existing conditions are illnesses or injuries, that occurred or existed before the policy effective date and during specific waiting periods. Pre-existing conditions are typically excluded by all pet insurance companies.

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  • An annual policy renewal will not cause an approved condition to be considered pre-existing, unless there has been a gap in coverage.

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  • Pet insurance works very similarly to human health insurance where you and your policy share in the costs of covered services. Toto allows you to select your deductible - the amount you will pay toward the healthcare of your pet per policy year. Toto also allows you to select the reimbursement % - the amount the policy reimburses you for the cost of care once your deductible has been met. 

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  • With a policy from Toto, the deductible is applied to your veterinary bill first, then your chosen reimbursement % is applied to the balance. This should seem familiar as it is is how it works in human medical insurance. However, beware of companies that first calculate the reimbursement % and then subtract your deductible - that method saves them money. We call that a Gotcha! and with Toto, we believe you should enjoy insurance without the sting of a Gotcha!

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  • No, there is only an annual policy maximum, which you are able to choose.

  • Yes. As long as you are traveling within the U.S. or Canada, your pet is covered.

  • Yes. You can either add or subtract coverage at any time, subject to underwriting approval. Coverage changes include annual limit, deductible, reimbursement % and all optional benefits, except for wellness which can be added or subtracted at renewal.

  • Coverage for alternative, holistic and behavioral care including chiropractic treatment, acupuncture, herbal supplements and vitamins. This coverage is included in all plans made available through Toto Pet Insurance™.

  • The cost of exam and office visit fees for your sick or injured pet. You can use at your regular veterinarian, specialty clinic, emergency rooms, veterinarian universities and even telemedicine. This does not cover wellness visits. This coverage is included in all plans made available through Toto Pet Insurance™.

  • Congenital condition refers to an illness, disease or condition that was present at or before birth. Inherited condition refers to the presence of an illness or condition that is determined by genetic factors. Some examples are heart disease, hip dysplasia, elbow dysplasia, diabetes, arthritis, and luxating patella. Widely accepted veterinarian research and studies on genetics are used to determine those conditions considered hereditary or congenital. A 30 day waiting period applies.

  • End of life care including burial, cremation, necropsy (autopsy) and urns are covered up to a maximum benefit of $300. There are no waiting periods and reimbursement is not subject to deductible or coinsurance. Euthanasia, when advised by a veterinarian to alleviate suffering, is covered in the base policy.

  • Just as with people, regular health checkups become increasingly important as your pet grows older. With Toto Pet Insurance™ you can choose from two Wellness packages to suit you and your pet’s needs. Reimbursement is not subject to deductibles or coinsurance. Wellness exams include vaccinations, flea/tick/heartworm meds, teeth cleaning, spay/neuter, and more!

Claims and Reimbursement

  • Filing a claim is quick and easy. Log on to your Customer Portal and there you can upload your vet’s invoice, a photo of the invoice or, if you prefer, Simply download and complete our claim form. Send us the completed claim form along with the invoice from your veterinarian, and we will take care of the rest. For more detailed instructions, see Filing a Claim.

  • Yes. This amount applies towards fulfilling your annual deductible. If another incident occurs later in the year, you have less of a deductible to meet.

  • We understand that dealing with a sick or injured pet can be stressful, and we want you to be able to focus on caring for your pet during that time. For this reason, we request that you submit your claim within 180 days of the treatment date.

  • Claims are reimbursed by ACH deposit to your bank account or via a paper check. You can set your preference in your Customer Portal. If selecting paper check, please make sure your mailing address is up to date to ensure a speedy return.

  • Claims are typically processed within 3-4 business days after we have received all of the necessary medical information from your veterinarian.

  • PetPartners, Inc. is the claim administrator. Claims can be mailed to PO Box 37940 Raleigh, NC 27627

Billing Questions

  • We accept payment by credit card, electronic check, or paper check. Paper checks are only accepted for policies paid annually in full. Paying annually could help you save up to $36.

  • To update your payment or personal information please call our Toto Customer Care Specialist @ 1-888-TOTOPET

  • You can cancel your policy at any time by calling our Toto Customer Care Specialist @ 1-888-TOTOPET