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Healthy Paws — Appeal a Denied Claim

Healthy Paws accepts appeals by email or phone. The carrier instructs that 'a letter of clarification or additional documentation may also be sent for review.' Mail can be sent to the Portland, ME claims address. Note: Healthy Paws does not publish a multi-level internal appeal structure on its consumer-facing pages; the appeal pathway is informal compared to Embrace or Pets Best. Original claims must be submitted within 90 days of the invoice date.

Last verified 2026-05-06 · Verification pending — see citations below

Quick reference

Appeal channel

[email protected]

Portal: Sign in

1-855-898-8991

Healthy Paws Pet Insurance, P.O. Box 1156, Portland, ME 04104

Appeal window

Verification pending

Carrier response

~30 days

Underwriter

Healthy Paws, a Chubb Company (acquired 2024). Pet insurance products underwritten by ACE American Insurance Company, Westchester Fire Insurance Company, Indemnity Insurance Company of North America, ACE Property and Casualty Insurance Company, and Atlantic Employers Insurance Company — all U.S.-based Chubb underwriting affiliates.

What the appeal letter must include

  • •Claim number
  • •Policy number
  • •Cited exclusion reference from the denial
  • •Timeline of symptoms (especially for pre-existing disputes)

Required attachments

  • •Itemized vet invoice
  • •Vet medical records
  • •Prior medical history (especially for pre-existing disputes)

Common denial reasons at Healthy Paws

Based on the carrier's own policy language and consumer-complaint patterns. Pick the closest match for the cited reason in your denial letter.

Pre-existing condition

The carrier is saying your pet had this issue — or showed signs of it — before they started insuring you. Whether they're right depends on what your vet records actually show, when the first symptoms appeared, and how the carrier defines 'pre-existing' in your specific policy.

Bilateral condition

The carrier is treating one knee's prior surgery (or one ear's prior infection) as evidence that your pet is predisposed to the same problem on the OTHER side — and refusing to cover the second side. This is the most aggressive use of the pre-existing rule and one of the most fightable.

Behavioral exclusion

The carrier is saying they don't cover behavioral issues. But many behavioral diagnoses overlap with medical ones (e.g., anxiety from chronic pain, aggression from a thyroid condition) — and if the underlying cause is medical, the appeal is to reframe the claim around the medical diagnosis.

External escalation

Washington State Office of the Insurance Commissioner is an active regulator for this carrier — in 2020, the Commissioner ordered Healthy Paws and its underwriters (ACE American + Indemnity Insurance Co. of North America) to repay $4.7M to Washington consumers. The Benanav v. Healthy Paws Pet Insurance LLC class action (2:20-cv-00421) is also part of the public record. State DOI complaints are a standard escalation lever for this carrier.

Find your state insurance commissioner →

Sources

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