Random
This contains key messaging detailing the age limit for pets accepted into Healthy Paws.
SOP: Signalment Verification
This outlines the process for creating a case for a Sympathy Card after receiving notice from a Pet Parent that their pet has passed away.
SOP: Sympathy & Get-Well Cards
SOP: Enrollment Exam Requirements
This contains the process for handling cases that contain a Pet Parent’s sensitive information. (e.g., Social Security Numbers, Bank Routing and Account numbers, Personal Medical Records)
SOP: Handling Sensitive Personal Information
This contains helpful key messaging to address Pet Parents' questions regarding claims processing times.
SOP: Claims Processing Times
This explains if dental disease is covered
Claims Processing Guideline (CPG): Periodontal (Dental) Disease
This SOP tells you if a claim qualifies for an escalation and how to create a claim escalation case.
SOP/CPG: Claim Escalation process
SOP: New York-Specific Processes
This contains the procedure for handling requests from Pet Parents who would like their policy documents to be mailed to them.
SOP: Sending Policy Documents to a Pet Parent
This contains key messaging regarding the Enrollment Exam Requirements.
SOP/CPG: Enrollment Exam Requirements
This contains key messaging for inquiries regarding coverage for claims in Canada.
SOP: Coverage in Canada
The 30-day free look period does not apply to these three states.
NY, and SC
Remember, Maine has a 15-day free look period, PA has a 30-day FLP, and Maryland has a 10-day FLP.
SOP: State-Specific Exceptions
This contains the procedures for making changes to a Pet Parent’s account.
SOP: Account Changes (Pet Parent Info, Pet Details, Pet Name, Address & Billing, Coinsurance & Deductible) Note: Premium adjusting changes will be done by a licensed producer only.
This contains key messaging for inquiries about submitting a claim via physical mail or claims previously submitted via physical mail.
SOP: Submission Options and Internal Routing
This contains an explanation of the difference between Medical Records and Line-Item Medical Records.
SOP/CPG: Medical Records (MR) vs Line-Item Medical Records (LIMR)
This explains how to read an SOP Document
SOP: How to read SOP documents
This internal reference document outlines all of the different ways a Lead or Pet Parent can contact us, submit claims to us, or submit medical records to us and how they are routed internally
SOP: Submission Options and Internal Routing
This outlines the process for resetting a Pet Parent’s password for their online Customer Center account.
SOP: Customer Center Password Reset
This outlines the process for handling email inquiries written in Spanish from Spanish-speaking Pet Parents.
SOP: Spanish Speaker Requests
This outlines the process for handling inquiries about claims that are waiting for additional or missing information.
SOP: Missing Information Claims - For Account Managers
This outlines the process for handling legal threats made by a Pet Parent.
SOP: Handling of DOI, BBB, and/or Legal Complaints and Inquiries
This document contains all Salesforce Solutions pages with SOP documents sorted by applicable category. (This does not include CPG documents, however, it does contain any SOP/CPG hybrid documents)
Salesforce - SOP List (Solutions)
This SOP explains why the city listed in the physical address on a quote may differ from the city listed in the enrolled account.
SOP: City Name in Salesforce Physical Address is Different
If a file was uploaded to us via the Mobile App or the Online Customer Center, a link will appear in the case description. This outlines the process for viewing documents attached to cases.
SOP: Viewing Case Documents - Attachments and Uploads
This contains information regarding accounts that have been flagged for Dual Coverage or Fraud.
SOP: SIU - Fraud and Dual Coverage