Frequently Asked Questions
Whether you’re considering Pumpkin or already have a plan with us, this is a great place to get answers to commonly asked questions
Don't see your question?
We're here to help.
Call 1-866-ARF-MEOW
Mon-Fri 8am-8pm EST
Sat 9am-5pm EST
Email help@pumpkin.care
We’ll respond in a day or less
Chat with us
Mon-Sat 9am-5pm EST
What is Pumpkin?
Pumpkin Insurance Services Inc. is a pet health company and insurance agency that helps families give their dogs and cats the best veterinary care possible through best-in-class pet insurance and preventive care.
Pumpkin offers pet families:
- Pumpkin Pet Insurance plans – extensive dog and cat insurance plans that cover up to 90% of eligible veterinary expenses for accidents & illnesses.
- Pumpkin Preventive Essentials – unique wellness packages for dogs, cats, and puppies that fully refund routine wellness care pets need to stay healthy. Preventive Essentials is not insurance, but an optional benefit you can easily add to any Pumpkin insurance plan.
Can I retrieve a past quote on your website?
Yes! If you followed the prompts to enter your name, email address, and zip code when you created your plan online, you’ll receive an email from Pumpkin with a link to retrieve your saved quote at any time.
Do you have a mobile app?
No, but our website is 100% mobile-optimized and accessible from your desktop, tablet, or smartphone!
How do Pumpkin Pet Insurance plans work?
It’s easy – just follow these 3 simple steps:
- When your pet is sick or hurt, take them to any licensed veterinarian in the U.S. or Canada for treatment, and pay as usual when you leave.
- Log in to your account on pumpkin.care to file a claim for any eligible veterinary expenses. Simply follow the prompts to enter your claim details, upload a copy or photo of your itemized vet bill + any relevant medical records, and hit submit! It’s fast, easy, and 100% digital.
Your claim will be processed quickly and you’ll be reimbursed via check or direct deposit for 80% or 90% of covered costs up to the annual limit, after your annual deductible has been met.
Will my vet accept a Pumpkin Pet Insurance plan?
Unlike a human health insurance HMO, your Pumpkin Pet Insurance plan’s coverage isn’t limited to a “network” of health care providers. Since you get paid back directly, your pet is free to receive treatment from any licensed veterinarian, specialist, emergency clinic or hospital you choose in the U.S. or Canada!
What do Pumpkin Pet Insurance plans cover?
When a pet gets hurt or sick, every parent wants to turn to their vet and say, “whatever it takes” not “what will it cost?” But with the cost of veterinary care on the rise, this can be quite a challenge. Pumpkin Pet Insurance plans make it easier for parents to afford the treatment their dogs and cats need, when they need it.
Pumpkin insurance plans are super extensive. They also offer every family high 80% and 90% reimbursement rate options for covered vet bills, and a range of annual limit options from $5k-unlimited for both dogs and cats. This way, if the unexpected happens, a Pumpkin plan can help you say ‘yes’ to the best care possible – even when it comes at a high cost.
Looking for specifics about what’s covered?
Learn more about Pumpkin Cat Insurance plans
Learn more about Pumpkin Dog Insurance plans
See sample policy for benefits & exclusions
Have a coverage question regarding your pet? Our Care Team is here to help.
Call 1‑866‑ARF‑MEOW (1‑866‑273‑6369) or email help@pumpkin.care.
Do Pumpkin Pet Insurance plans cover spaying and neutering?
Do Pumpkin Pet Insurance plans cover dental?
How do Pumpkin Pet Insurance plans handle pre-existing conditions?
Like most pet insurance plans, Pumpkin plans don’t cover “pre-existing conditions” that occur or show symptoms before coverage starts or during a waiting period. However, if a pre-existing condition is curable (e.g., UTI, paw fracture), was cured, and has been free of symptoms and treatment for 180 days, Pumpkin plans would cover it if it occurs again in the future, with the exception of knee & hind leg ligament conditions. If a knee or hind leg ligament condition occurs prior to the day after you purchase your Pumpkin plan or during the waiting period, any future ones won’t be covered.
It’s important to note that not all pet insurances will cover eligible cured pre-existing conditions that occur again in the future, so this is definitely a plus with Pumpkin insurance plans.
All that said, having an incurable pre-existing condition, or a knee or hind leg ligament condition, doesn’t mean you shouldn’t join the Pumpkin pack! You can always enroll your pet and get covered for new conditions that develop down the road. Have questions? Call us at 1‑866‑ARF‑MEOW (1‑866‑273‑6369) or email help@pumpkin.care.
Do you offer a discount for multiple pets?
Yes! We know pet care can be expensive – especially when you have more than one fur baby to budget for. Unlike some other pet insurance plans out there, Pumpkin offers a 10% Fur Family Discount! That means you get 10% off a plan for each additional pet you enroll.
I just enrolled in a Pumpkin Pet Insurance plan. When does my pet’s coverage start?
In most states,* your pet insurance plan’s coverage starts 14 days after your policy effective date, which is the day after you purchased your plan online. Example? If you purchase your plan on 1/1/2024, your policy effective date is 1/2/2024, and your pet’s coverage officially starts on 1/16/2024 after the 14-day waiting period.
What benefits does Pumpkin Preventive Essentials include?
- Full refund for your pet’s annual wellness exam fee when you take them to the vet for their yearly check-up, vaccines & tests
- Full refund for any 1 vaccine you and your vet choose each year
- Full refund for 1 yearly fecal “poop” test to screen for intestinal worms, including roundworms, hookworms & whipworms
- Full refund for your pet’s annual wellness exam fee when you take them to the vet for their yearly check-up, vaccines & tests
- Full refund for any 2 vaccines you and your vet choose each year
- Full refund for 1 yearly fecal “poop” test to screen for intestinal worms, including roundworms, hookworms & whipworms
- Full refund for 1 yearly blood test to screen for heartworm disease and diseases spread by ticks, including lyme, ehrlichiosis & anaplasmosis (AKA vector-borne disease test) OR 1 yearly blood test to screen for heartworm disease only
- Full refund for your pet’s annual wellness exam fee when you take them to the vet for their yearly check-up, vaccines & tests
- Full refund for any 4 puppy vaccines you and your vet choose each year – even ones received before joining Pumpkin
- Full refund for 1 yearly fecal “poop” test to screen for intestinal worms, including roundworms, hookworms & whipworms
- Full refund for any wellness care services covered by the custom Preventive Essentials package designed by your veterinary hospital for your pet, which you can view in detail when you get your free quote online. Already enrolled? Review your pet’s specific benefits on the summary page of your Preventive Essentials Customer Agreement, accessible via your account online under “My Pet’s Plan.”
Where is Preventive Essentials accepted?
You may take your dog or cat to any licensed vet to receive the routine wellness care services covered by any of our classic Preventive Essentials packages.
If you have a custom Preventive Essentials package designed by your veterinary hospital, it is meant to be used for services received at that hospital only. However, if you decide to switch vets, Pumpkin will honor the benefit terms stated in your Preventive Essentials Customer Agreement for that year term.
How does Preventive Essentials work?
Preventive Essentials is not insurance, but an optional wellness package you can easily add to your insurance plan when you enroll for an additional monthly fee. Unlike Pumpkin Pet Insurance plans which reimburse you for up to 90% of covered vet bills for unexpected accidents & illnesses, Preventive Essentials fully refunds you for a set of predetermined wellness services your pet is likely to receive at the vet each year. Here’s how Preventive Essentials works:
- Take your pet for a wellness visit and receive any (or all) services covered by their Preventive Essentials package. Pay as usual when you leave.
- Log in to your account online to file a Preventive Essentials claim and upload a copy of your itemized vet bill.
- We’ll process your claim quickly and send you a refund via direct deposit, check, or eCheck for the actual cost of the services received. Limitations may apply.
Note: You have the option to get a full refund for any wellness services covered by your Preventive Essentials package that your pet received at the vet up to 14 days before enrolling. Additionally, if you have a puppy under 6 months, you can get a full refund for any wellness services covered by your Preventive Essentials package that your pup received at the vet before enrolling!
Does Preventive Essentials have any benefit conditions or limitations?
While few, our Preventive Essentials packages have some conditions or limitations around certain benefits, including combination vaccines and bundled benefits. Check out our sample Preventive Essentials Customer Agreement for more info.
Already enrolled? Get specific information about your package’s covered wellness services on the summary page of your Preventive Essentials Customer Agreement, accessible via your account online under “My Pet’s Plan.”
Have questions about a Preventive Essentials package purchased before 8/1/20?
Log in to your account online to view your Preventive Essentials Customer Agreement, which includes your benefit information, terms & conditions. You can also call our Care Team anytime at 1‑866‑ARF‑MEOW (1‑866‑273‑6369) if you have questions about your benefits.
I just signed up for Pumpkin Preventive Essentials. When can my pet start using it?
As a reminder, Preventive Essentials isn’t insurance, but an optional wellness package you can add to your Pumpkin insurance plan when you enroll. While in most states* your Pumpkin Pet Insurance coverage won’t kick in until 14 days after you enroll, you can actually start using your Preventive Essentials benefits the day you enroll!
In addition, unlike insurance, you have the option to get a full refund for any wellness services covered by your Preventive Essentials package that your pet received at the vet up to 14 days before enrolling. If you have a puppy under 6 months, you are eligible to get a full refund for any wellness services covered by your Preventive Essentials package that your pup received at the vet before enrolling!
How do I file a claim?
Filing a claim is super easy, 100% digital, and requires zero paperwork.
- Log in to your account on pumpkin.care and navigate to “Claims.”
- Follow the prompts to enter your claim details, upload a copy or photo of your itemized vet bill (+ any relevant medical records for insurance claims), and hit submit.
- Your claim will be processed quickly, and you’ll get an update once the review is complete.
You can also track your claim’s status anytime via your account under “Claims.” Have questions along the way? Contact our Care Team at 1‑866‑ARF‑MEOW (1‑866‑273‑6369) or help@pumpkin.care.
Prefer filling out a claim the old fashion way? No problem. You can download a paper claim form from your account online and print. Once you fill it out – simply email the form along with the itemized vet bill from your vet to claims@pumpkin.care.
Will my monthly premium increase after filing a claim?
No, filing claims do not impact your monthly insurance premium in any way. You can submit as many insurance claims as you like for reimbursement, up to your annual coverage limit each year ($5k, $10k, $20k or unlimited for dogs, or $5k, $7k, $15k or unlimited for cats).
How do I get reimbursed for claims?
You can choose to get reimbursed for claims via direct deposit or a check in the mail. If you are submitting a Preventive Essentials claim, you also have the option to get paid back via eCheck (digital check sent via email).
Can I make changes to my insurance policy?
If you’d like to change your Pumpkin Pet Insurance plan’s coverage, our Care Team would be happy to discuss your options. Just call 1‑866‑ARF‑MEOW (1‑866‑273‑6369).
Where do I pay my bill?
When you purchase your plan, you will be prompted to add an active debit or credit card to set up recurring monthly payments. If you need to update your billing information, log in to your account and navigate to “Billing.” There you will have the option to update your billing address or card number and save changes.
How do I update my profile or billing information?
To update your profile or billing info, log in to your account on pumpkin.care and navigate to the “Profile” or “Billing” page. Once there, edit your information and save any changes.
Can I cancel my Pumpkin plan and get a refund?
Yes, you can cancel your Pumpkin Pet Insurance plan or Pumpkin Pet Insurance & Preventive Essentials plan at any time. Whether you are eligible for a refund or owe an outstanding balance will depend on where you live, when you cancel, and which benefits you have already claimed or been paid back for. Please find the scenario below that applies to you.
Pet Insurance Cancellation & Refunds
I live outside New York State or Maine
Cancel in the first 30 days and get a full refund as long as you have not yet filed any covered claims. If you cancel after 30 days and/or have already filed a covered claim, you’ll get a prorated refund for the remaining days in the month.
I live in New York State
Cancel any time during your pet’s year-long policy period and get a prorated refund for the remaining days in the month.
I live in Maine
Cancel in the first 15 days and get a full refund as long as you have not yet filed any covered claims. If you cancel after 15 days and/or have already filed a covered claim, you’ll get a prorated refund for the remaining days in the month.
See sample insurance policy for full terms.
Preventive Essentials Cancellation & Refunds
I have not received a refund for any Preventive Essentials claims.
Cancel in the first 30 days and get a full refund. Cancel after 30 days and get a prorated refund for the remaining days in the month.
I have received a refund for one or more Preventive Essentials claims.
Cancel any time during the year term of your Preventive Essentials Customer Agreement, and Pumpkin will charge your card for an outstanding balance equal to the difference of the amount paid back to you for your claim(s) and the amount paid by you in Preventive Essentials monthly fees this term.
See our Customer Agreement for full cancellation & refund terms
Can I cancel Preventive Essentials, but keep my Pumpkin Pet Insurance plan?
Yes, you can cancel your Preventive Essentials and keep your Pumpkin Pet Insurance plan. Whether you are eligible for a refund or owe an outstanding balance will depend on when you cancel, and which benefits you have already claimed or been paid back for. Please find the scenario below that applies to you.
Preventive Essentials Cancellation & Refunds
I have not received a refund for one or more Preventive Essentials claims.
Cancel in the first 30 days and get a full refund. Cancel after 30 days and get a prorated refund for the remaining days in the month.
I have received a refund for one or more Preventive Essentials claims.
Cancel any time during the year term of your Preventive Essentials Customer Agreement, and Pumpkin will charge your card for an outstanding balance equal to the difference of the amount paid back to you for your claim(s) and the amount paid by you in Preventive Essentials monthly fees this term.
See our Customer Agreement for full cancellation & refund terms.
Can I cancel my Pumpkin Pet Insurance plan, but keep Preventive Essentials?
No, your Preventive Essentials will be automatically cancelled when you cancel your Pumpkin Pet Insurance plan. Whether you are eligible for a refund or owe an outstanding balance will depend on where you live, when you cancel, and which benefits you have already claimed or been paid back for. Please find the scenario below that applies to you.
Pet Insurance Cancellation & Refunds
I live outside New York State
Cancel within the first 30 days and get a full refund as long as you have not yet filed any covered claims. If you cancel after 30 days and/or have already filed a covered claim, you’ll get a prorated refund for the remaining days in the month.
I live in New York State
Cancel any time during your pet’s year-long policy period and get a prorated refund for the remaining days in the month.
Preventive Essentials Cancellation & Refunds
I have not received a refund for any Preventive Essentials claims.
Cancel in the first 30 days and get a full refund. Cancel after 30 days and get a prorated refund for the remaining days in the month.
I have received a refund for one or more Preventive Essentials claims.
Cancel any time during the year term of your Preventive Essentials Customer Agreement, and Pumpkin will charge your card for an outstanding balance equal to the difference of the amount paid back to you for your claim(s) and the amount paid by you in Preventive Essentials monthly fees this term.
See our Customer Agreement for full cancellation & refund terms.
Have questions about a Preventive Essentials package purchased before 8/1/20?
Log in to your account online to view your Preventive Essentials Customer Agreement, which includes your benefit information, terms & conditions. You can also call our Care Team anytime at 1‑866‑ARF‑MEOW (1‑866‑273‑6369) if you have questions about your benefits.
