Mint Wellness
by Pet Assure

What is Mint Wellness?

New in 2023, Mint is a standalone subscription plan for reimbursement on routine wellness care and products. Mint Wellness is not insurance, so you do not need a license to quote coverage or enroll a pet. 

What pets are eligible?

Like Pet Assure, all pets are eligible for Mint Wellness.

Who accepts Mint Wellness? 

Unlike Pet Assure, members can visit any veterinary practice and submit their invoice for reimbursement on eligible services. Some Mint Wellness plan tiers cover non-veterinary services and products such as preventative medication and grooming. Members can submit claims for non-veterinary products or service from online retailers and groomers. Receipts and invoices should indicate business contact information and the pet's name. 

What does Mint Wellness cover? 

Mint Wellness provides 3 levels of wellness coverage for pets. All plans provide reimbursement for a wellness exam, vaccines, routine bloodwork, and urinalysis/fecal testing. Please refer to the tiers (https://www.petassure.com/mint-wellness-plan) to help members identify which plan is the best fit for their pet. 

Mint Wellness offers 3 plan tiers with different levels of coverage. Each tier includes membership to Pet Assure and ThePetTag.

Limits - Products or services covered by Mint have claim and reimbursement limits.

• Claim Limits - The maximum number of services that can be claimed per year.

• Reimbursement Limits - The maximum reimbursement a member may receive per year. 

General Guidelines for Enrolling

Everyone enrolls on https://www.petassure.com

• Members using an email address associated with an existing Direct PA membership (active or inactive) will be prompted to enter their login during the enrollment flow to add Mint Wellness coverage to their account. They'll remain in the enrollment flow on petassure.com. Once complete, a Mint Wellness tab will be added to their existing account. 

• Members enrolled in any of our EB plans can use the same email address associated with their PBS account to login and enroll in Mint Wellness on petassure.com, but they will have a separate account from their EB account with a different Member ID. 

Billing Frequency

Members can choose to be billed monthly or once annually. Members who pay annually will save the equivalent of one month's billing. Cannot be changed after enrolling.

Multiple Pets

Coverage is per-pet. Members can enroll in coverage for multiple pets in a single enrollment, but each pet will have a unique Plan ID, and each pet is billed separately. All pets will be listed under one account (same Member ID). There are no multi-pet discounts. 

Plans vs. Contracts

• Upon enrollment, each pet receives a unique alphanumeric Plan ID (i.e., M761HDK). 

• Each plan year is denoted by a Contract ID (i.e., xxxxxxx-01 for the first contract year, xxxxxxx-02 for the second plan year, etc.). 

General Guidelines

• Claims are payable for covered wellness services that occur during the contract period. We do not cover accidents or illnesses. We do not pay for services performed or products purchased before the Mint Wellness plan was active. 

• Claims must be submitted no later than 90 days following the service/purchase date.

• Claims must be submitted no later than 30 days following the Contract end date.

Submitting a Claim

• Members submit claims through the Mint Wellness tab in their Pet Assure account. 

• Members must provide proof of purchase/payment for all claims. Invoices/receipts should include:

• • • Provider's name, address, and phone number

    • Pet's name

    • Itemized list of services and products with pricing

    • Total billed for the visit/products, including all taxes and fees

    • Proof of payment (receipt)

• All claims are assigned a Claim ID # (i.e., MC1000)

Claim Processing

• We expect all claims to be processed and completed within 5 business days.

• Members will receive email alerts every time the status of their claim changes. 

• The system will create a Claim Summary for each completed claim, but members will not receive that automatically. Please contact the PBS team via Slack or submitting a help ticket and we can provide/email summaries to members. 

Claim Statuses

• Submitted: Immediately upon claim submission; the claim is submitted but unassigned to an adjuster.

• In Review: Claim has been opened, assigned to an adjuster for processing, and may be completed with payment pending. 

  • Members cannot see if there is a payment pending - only CSR can see this. Member should await an update via email. 

• Closed - Paid: The claim is complete and will be paid out according to their preferred payment method. 

• Complete - Not Reviewed: We can't determine if the visit is eligible for reimbursement because of a problem. 

  • Invoice not clear, not itemized

  • Pet on invoice doesn't match covered pet

  • Mint plan inactive

• Complete - Reviewed: Claim is complete and ineligible for reimbursement.

  • No eligible services received

  • Annual limits already met, no further reimbursement available

• Reimbursements are paid via Venmo or Paypal. We do not send paper checks or provide any other payment options for Mint Wellness at this time. 

• Members will link their preferred reimbursement method under the Mint Wellness tab. It's recommended that members save this information before submitting claims, but it's not required. Claims will still be processed even if an account for reimbursement isn't linked. 

• If a member has not linked their preferred reimbursement method, the system will send an email reminder the day after enrolling. 

• Reimbursements are batched daily. Funds are typically reimbursed within 24 hours of claim completion. 

Terms

1. 30-day money back guarantee: Members may opt to terminate the Plan Contract in the first 30 days for a full refund of Plan fees paid to Pet Assure if no reimbursements have been paid out. This 30-day period will reset on the Plan renewal date each year. 

2. Mid-term cancellations: To complete a mid-term cancellation, a member must pay the difference in the amount reimbursed and plan fees paid (to-date), plus a monthly service fee of $10 per month in which coverage was active (1+ days). The Pet Assure system will calculate this cost. Members cannot cancel plans themselves; they must contact customer care. 

Example: Member calls to cancel the Mint Wellness plan they purchased 3 months ago.
-

Plan Fees Paid = $171 (Enrolled for $57/month x 3 months)

Reimbursements Paid Since Enrolling = $225

Monthly Service Fee = $30 ($10 x number of months active)

Calculation: ($225 - $171) + $30 = $84 to cancel coverage immediately

-

*Important*: Mid-term cancellations will result in the complete termination of the contract -
claims will no longer be accepted, regardless of when the service or purchase occurred.

3. Pet Death: If a member requests mid-term cancellation due to the death of a pet, the member must provide the pet's death certificate or signed verification from a licensed veterinarian to process cancellation. A cancellation fee may apply, but all monthly service fees are waived. 

What is Mint Wellness?

• Mint Wellness is a standalone reimbursement plan for routine wellness care and more. 

What is covered under the plan?

• Only wellness services are eligible for reimbursement. We do not pay for emergency visits, accidents, or illnesses. Please refer to your specific plan tier for coverage and annual limits. 

Can I use Mint Wellness at a Pet Assure vet's office? 

• Absolutely! The Pet Assure plan works exactly the same as it always has - present the Pet Assure Card to the staff to receive your instant savings off the bill at checkout. With Mint Wellness, you'll submit a claim within your account and send us a copy of that discounted invoice. 

What's the ETA for reimbursement? 

• Claims are processed and reimbursed within 5 business days. Funds are typically disbursed within 24 hours of claim completion. 

How do I get reimbursed?

• We provide all reimbursements via Paypal or Venmo. There are currently no other reimbursement options. 

How can I track my plan usage? 

• There's a handy table under the Mint Wellness tab (in Members > Customer Service) under the Coverage section. Select the pet from the dropdown to see what the member has already been reimbursed vs. what's remaining.

• The member's view of this table only tracks the number of claims submitted, not dollar amounts. 

• If requested, CSR can access a Claim Summary under Members > Mint Wellness Claims. Find the claim in the search and click View in the last column to download a summary which can be emailed to the member. 

Why wasn't I reimbursed for anything?

• Your claim may be ineligible for reimbursement, or there may be something wrong with the claim you submitted. The email you received from Pet Assure should give you a reason, but I can help you review your Claim Summary to see if you can resubmit your claim. 

Can I upgrade/downgrade my plan tier?

• No - contracts are binding for one year. Members do have the option to cancel and re-enroll, but cancellation fees may apply. 

Can I transfer my plan to another pet? 

• No - Mint Wellness Plans are non-transferrable.

I no longer own this pet. Can I cancel? 

• Yes, but you are subject to a cancellation fee.

Can a CSR override a cancellation fee? 

• No - all mid-policy cancellations will owe a cancellation fee. If a member is particularly irate or refuses to accept this, please issue a Help Ticket.

What happens when a credit card payment fails?

• Members are required to pay their Mint Wellness plan fees in full, per the terms of the contract. If a credit card payment fails, we'll attempt to charge the member's card again. After 2 weeks of missed payments, the contract will be cancelled, and any amount owed may be sent to a third party collection agency.