PHI Direct Pet Insurance Review 2025: Is It Worth It for Canadians?
Our expert's opinion on PHI Direct
PHI Direct is a Canadian pet insurer offering a New Condition Coverage model designed to cover new accidents and illnesses that occur and are claimed within a single policy year, with previously claimed conditions becoming pre-existing at renewal to help keep premiums lower.
The product comes in two tiers: Direct 5 ($5,000 annual limit) and Direct 10 ($10,000 annual limit), both with 80% reimbursement (you pay 20%), a $200 annual deductible, and standard waiting periods (48 hours for accidents, 14 days for illnesses, 60 days for cruciate ligament conditions); no separate wellness budget is specified in the policy. Compared with typical competitors, PHI Direct emphasizes lower premiums through its New Condition Coverage approach while offering mid-range reimbursement and clear limits, positioning itself as a cost-conscious alternative to lifetime-cover insurers.
Best suited for owners of young, otherwise healthy pets and budget-conscious buyers who accept annual coverage limits rather than lifetime cover.
PHI Direct operates in Canada with published contact and telehealth support; the policy includes 24/7 veterinary nurse telehealth and a direct-to-veterinarian payment option (with pre-authorization), but this report contains no public financial figures or customer review listings.
- ✅New Condition Coverage model for lower initial premiums
- ✅Two plan limits ($5,000 and $10,000)
- ✅Consistent 80% reimbursement rate
- ✅Modest $200 annual deductible
- ✅Broad eligible veterinary services and alternative therapies
- ✅Coverage valid in Canada and the United States
- ✅24/7 telehealth support and direct vet payment option
- ❌Claims become pre-existing at renewal for prior-year conditions
- ❌No lifetime coverage model; annual limit only
- ❌Limited dental coverage beyond traumatic tooth fractures
- ❌Repetitive behavioural incidents can become permanently excluded
- ❌No wellness budget or preventative care coverage listed
Score- ✅New Condition Coverage model for lower initial premiums
- ✅Two plan limits ($5,000 and $10,000)
- ✅Consistent 80% reimbursement rate
- ✅Modest $200 annual deductible
- ✅Broad eligible veterinary services and alternative therapies
- ✅Coverage valid in Canada and the United States
- ✅24/7 telehealth support and direct vet payment option
Our expert's opinion on PHI Direct
- ✅New Condition Coverage model for lower initial premiums
- ✅Two plan limits ($5,000 and $10,000)
- ✅Consistent 80% reimbursement rate
- ✅Modest $200 annual deductible
- ✅Broad eligible veterinary services and alternative therapies
- ✅Coverage valid in Canada and the United States
- ✅24/7 telehealth support and direct vet payment option
- ❌Claims become pre-existing at renewal for prior-year conditions
- ❌No lifetime coverage model; annual limit only
- ❌Limited dental coverage beyond traumatic tooth fractures
- ❌Repetitive behavioural incidents can become permanently excluded
- ❌No wellness budget or preventative care coverage listed
Score- ✅New Condition Coverage model for lower initial premiums
- ✅Two plan limits ($5,000 and $10,000)
- ✅Consistent 80% reimbursement rate
- ✅Modest $200 annual deductible
- ✅Broad eligible veterinary services and alternative therapies
- ✅Coverage valid in Canada and the United States
- ✅24/7 telehealth support and direct vet payment option
Why trust Hellosafe?
At HelloSafe, our pet insurance experts review the terms and pricing of insurance policies available in the Canadian market each year, providing you with trustworthy and unbiased analysis.
Thanks to our careful approach, hundreds of thousands of Canadians rely on us every month to help guide their most important financial decisions.
The PHI Direct Guarantees
PHI Direct offers two tiers of pet insurance in 2025: Direct 5 and Direct 10. Both plans follow a "New Condition Coverage" model that covers new accidents and illnesses that occur and are claimed within a single policy year. Direct 5 provides a lower annual limit, while Direct 10 provides a higher annual limit; this positions Direct 5 as an entry-level/price-focused option and Direct 10 as a higher-limit (balanced/enhanced) option. Both plans use the same reimbursement and deductible mechanics, and both are presented as annual-renewal products rather than multi-year continuous coverage for the same condition.
Coverage features common to both plans include broad veterinary service reimbursement for eligible new conditions: exam fees, anesthesia and surgery, hospitalization, emergency care, advanced diagnostics (including imaging such as CT and MRI), prescription medications, and specialist referrals. Alternative and behavioural therapies are included when provided or directly supervised by a licensed veterinarian. Medical device reimbursement is available up to a per-condition limit. Euthanasia for an eligible condition is covered. The plans are valid for eligible events occurring in Canada and the United States, with claims in USD reimbursed at par in CAD.
The financial structure is consistent across plans: an annual per-policy deductible of $200 and an 80% reimbursement (20% co-insurance) after the deductible. Annual policy limits differ: $5,000 for Direct 5 and $10,000 for Direct 10. Waiting periods include 48 hours for accidents, 14 days for illnesses, and a 60-day waiting period specifically for cruciate ligament conditions. The PHI Direct product design deliberately treats conditions claimed in a prior policy year as pre-existing at renewal, which reduces premiums but limits ongoing cover for recurring conditions.
Key strengths include relatively broad diagnostic and treatment coverage for eligible new conditions, inclusion of supervised alternative therapies, and value-added service access (24/7 telehealth staffed by veterinary nurses and the option for direct payment to veterinarians under pre-authorized arrangements). Primary weaknesses and trade-offs are the "New Condition Coverage" model (conditions claimed in a prior year become pre-existing at renewal), relatively modest annual limits compared with some higher-end plans, explicit dental and preventive exclusions, and several common benefits (cremation, routine dental, reproductive care, and many elective or novel therapies) that are excluded.
| Direct 5 | Direct 10 | |
|---|---|---|
| Plan positioning | Entry-level / lower annual limit | Balanced / higher annual limit |
| Type of coverage (accident, illness, both, etc.) | Accidents and illnesses (new conditions within policy year) | Accidents and illnesses (new conditions within policy year) |
| Animals covered (dogs, cats, other) | Dogs and cats (pricing samples provided for both) | Dogs and cats (pricing samples provided for both) |
| Reimbursement rate | 80% (policyholder pays 20%) | 80% (policyholder pays 20%) |
| Annual reimbursement limit | $5,000 | $10,000 |
| Deductible (annual or per claim) | $200 per policy year | $200 per policy year |
| Age limits for enrollment | Not specified in provided policy excerpts | Not specified in provided policy excerpts |
| Pre-enrollment health questionnaire | Not specified in provided policy excerpts | Not specified in provided policy excerpts |
| Waiting periods (accident and illness) | Accidents: 48 hours; Illnesses: 14 days; Cruciate ligament: 60 days | Accidents: 48 hours; Illnesses: 14 days; Cruciate ligament: 60 days |
| Lifetime coverage | No — conditions claimed in a prior policy year become pre-existing at renewal | No — conditions claimed in a prior policy year become pre-existing at renewal |
| Consultations | Covered for eligible new conditions (veterinarian consultations included) | Covered for eligible new conditions (veterinarian consultations included) |
| Medications | Prescription medications for eligible new conditions are covered | Prescription medications for eligible new conditions are covered |
| Hospitalization | Covered for eligible new conditions | Covered for eligible new conditions |
| Surgery | Covered for eligible new conditions | Covered for eligible new conditions |
| Diagnostic tests | Covered, including advanced imaging (CT, MRI, X-ray) for eligible new conditions | Covered, including advanced imaging (CT, MRI, X-ray) for eligible new conditions |
| Dental care | Very limited: extraction of a mature, previously healthy tooth fractured by trauma; other dental care excluded | Very limited: extraction of a mature, previously healthy tooth fractured by trauma; other dental care excluded |
| Preventive care | Routine and preventive care not covered (vaccinations, routine cleanings, etc.) | Routine and preventive care not covered (vaccinations, routine cleanings, etc.) |
| Alternative medicine | Included if provided or directly supervised by a licensed veterinarian (acupuncture, chiropractic, hydrotherapy, massage, physiotherapy, laser) | Included if provided or directly supervised by a licensed veterinarian (acupuncture, chiropractic, hydrotherapy, massage, physiotherapy, laser) |
| Travel coverage | Coverage valid in Canada and the United States; USD claims reimbursed at par in CAD | Coverage valid in Canada and the United States; USD claims reimbursed at par in CAD |
| Civil liability | Not specified in provided policy excerpts | Not specified in provided policy excerpts |
| Euthanasia | Covered when it is a consequence of an eligible condition | Covered when it is a consequence of an eligible condition |
| Death & cremation coverage | Cremation/burial costs explicitly excluded | Cremation/burial costs explicitly excluded |
| Theft or loss + search expenses | Not specified in provided policy excerpts | Not specified in provided policy excerpts |
| Boarding fees | Not specified in provided policy excerpts | Not specified in provided policy excerpts |
PHI Direct Exclusions
PHI Direct’s policy excludes standard pre-existing, associated and bilateral conditions, and its distinctive "New Condition Coverage" model means any condition claimed or incurred in a prior policy year becomes a permanent exclusion at renewal — a notable deviation from lifetime or continuing-coverage models.
Dental care is largely excluded except for traumatic fracture of a previously healthy mature tooth; reproductive, cosmetic and grooming procedures, as well as cremation/burial, organ transplants and post-mortems, are explicitly not covered.
Innovative or non‑evidence‑based treatments (e.g., stem cell therapy, homeopathy, hyperbaric oxygen) and corrective procedures for brachycephalic conformational defects are excluded, and medications without required regulatory identifiers (DIN/NHP/etc.) are not accepted.
Repeat preventable incidents are capped: after three similar episodes (e.g., foreign body ingestion, poisonings, fight wounds) the condition is treated as preventable and excluded, and coverage is limited geographically to eligible conditions occurring in Canada and the United States.
| Exclusions | Details |
|---|---|
| Medical exclusions | Pre-existing conditions; associated complications of excluded conditions; bilateral conditions treated as pre-existing if one side affected |
| Coverage-model / renewal exclusion | "New Condition Coverage" — conditions claimed or incurred in a prior policy year become pre-existing and excluded at renewal |
| Dental exclusions | All dental care excluded except extraction of a traumatically fractured, previously healthy mature tooth; cleanings, root canals, periodontal disease excluded |
| Preventive & routine care | Vaccinations, routine anal gland expression, microchipping, routine parasite prevention, grooming and related complications excluded |
| Reproductive & congenital | Pregnancy, spaying/neutering, whelping/queening and related complications excluded; congenital conditions evident before start or during waiting period excluded |
| Cosmetic & elective procedures | Declawing, ear cropping, tail docking, cosmetic procedures, nail trims excluded |
| Experimental & alternative therapies | Stem cell therapy, homeopathy, hyperbaric oxygen and other non‑evidence‑based or innovative treatments excluded |
| Behavioural exclusions | Accidents or treatment costs arising from a known behavioural problem excluded (even though behavioural therapy consultations may be covered); training and correctional device costs excluded |
| Repetitive / preventable incidents | After three separate but similar incidents (e.g., foreign body ingestions, poisonings, fight wounds) the condition is considered preventable and permanently excluded |
| Geographic exclusions | Coverage valid for eligible conditions occurring in Canada and the United States; conditions occurring outside these territories are not covered |
| Identification / medication exclusions | Medications, supplements or products without required regulatory identifiers (DIN, NHP, etc.) are excluded |
| Administrative & other exclusions | Administrative fees, post-mortems, organ transplants, pet food (including prescription diets), treatments due to neglect/abuse, commercial/for-profit uses (guarding, fighting, racing), war or nuclear incidents excluded |
| Cremation / death-related exclusions | Cremation and burial costs are explicitly not covered (euthanasia for an eligible condition may be covered) |
PHI Direct Prices
PHI Direct positions itself toward the entry-level to mid-range segment by combining modest annual limits ($5,000 and $10,000 tiers), a standard 80% reimbursement rate, and a relatively low $200 annual deductible — a structure that lowers monthly premiums but limits long‑term coverage for chronic or recurring conditions. The company’s New Condition Coverage model (where conditions claimed in one policy year become pre‑existing at renewal) is a deliberate trade‑off: it keeps costs down for policyholders who seek affordable, single‑year protection but can leave gaps compared with lifetime per‑condition policies offered by more traditional insurers.
Operationally, PHI Direct leverages lower overhead and digital servicing (online claims, telehealth support and the option for direct payment arrangements) to keep prices competitive; those added‑value services help justify its pricing relative to pure entry‑level players. Compared with traditional insurers that typically offer higher annual limits or lifetime condition coverage, PHI Direct’s pricing is attractive for budget‑focused owners who prioritize lower premiums and immediate-year protection rather than long‑term continuity for chronic conditions.
To help you compare estimated monthly prices by profile, see the table below.
| Profile of the animal | Direct Plan 5 | Direct Plan 10 |
|---|---|---|
| Dog Labrador 1 year | $49.29 | $54.62 |
| Dog Labrador 3 years | $46.50 | $51.52 |
| Dog Labrador 7 years | $78.07 | $86.73 |
| Dog Australian Shepherd 1 year | $39.48 | $43.68 |
| Dog Australian Shepherd 3 years | $37.29 | $41.23 |
| Dog Australian Shepherd 7 years | $62.13 | $68.95 |
| Dog French Bulldog 1 year | $72.20 | $80.18 |
| Dog French Bulldog 3 years | $68.03 | $75.63 |
| Dog French Bulldog 7 years | $115.28 | $128.25 |
| Cat European Shorthair 1 year | $27.07 | $29.83 |
| Cat European Shorthair 3 years | $23.07 | $25.37 |
| Cat European Shorthair 7 years | $33.59 | $37.10 |
| Cat Maine Coon 1 year | $34.66 | $38.31 |
| Cat Maine Coon 3 years | $29.39 | $32.42 |
| Cat Maine Coon 7 years | $43.25 | $47.88 |
| Cat British Shorthair 1 year | $25.90 | $28.52 |
| Cat British Shorthair 3 years | $22.09 | $24.28 |
| Cat British Shorthair 7 years | $32.09 | $35.43 |
PHI Direct Promo Codes
| PHI Direct Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. For the latest offers, check our comparison of the best pet insurance providers.
How much will I be reimbursed with PHI Direct?
PHI Direct reimburses eligible veterinary costs up to your annual policy limit after you meet the $200 annual deductible; the Direct 10 plan pays 80% of eligible expenses.
✅ Example 1: Consultation for allergic dermatitis
Total vet costs: $250 (consultation + medication)
Deductible amount to subtract: $200 (this is the first expense of the year)
Amount reimbursable after deductible with the Direct 10 plan: $250 – $200 = $50
80% of that amount reimbursed: $50 × 80% = $40
👉 You receive a reimbursement of $40.
ℹ️ The $200 deductible applies once per policy year; future covered claims in the same year won’t be reduced by the deductible again.
✅ Example 2: Cruciate ligament repair surgery (TPLO)
Total vet costs: $6,500 (surgery, anesthesia, hospitalization, diagnostics, post-op meds)
Deductible: $0 (deductible already met earlier in the year)
Amount reimbursable at 80% with the Direct 10 plan: $6,500 × 80% = $5,200
👉 You receive a reimbursement of $5,200. Remaining annual limit after this operation: $10,000 – $5,200 = $4,800 until the end of the policy year.
ℹ️ Under PHI Direct’s New Condition Coverage, this condition (and related complications) would be considered pre-existing at renewal and generally excluded in the next policy year.
✅ Example 3: Emergency hospitalization for pancreatitis (hospital, IV fluids, diagnostics, meds)
Total vet costs: $2,400
Deductible: $0 (deductible already met earlier in the year)
Amount reimbursable at 80% with the Direct 10 plan: $2,400 × 80% = $1,920
👉 You receive a reimbursement of $1,920.
ℹ️ This reimbursement counts toward your $10,000 annual limit; if multiple claims accumulate, the annual cap may be reached, after which no further payments are made that policy year.
PHI Direct Assistance
| Assistance PHI Direct | Available? | Details |
|---|---|---|
| Advance payment | ✅ | Direct payment to the treating veterinarian is available with a pre‑existing arrangement and a completed pre‑authorization form. Default process is reimbursement to the policyholder. |
| Payment facilities | ❌ | N.C. |
| Mobile app | ❌ | N.C. |
| Paperless claims process | ❌ | Claims can be submitted by email, fax or mail. No dedicated fully paperless/mobile claims workflow communicated. |
| Emergency vet service | ❌ | 24/7 toll‑free telephone support staffed by veterinary nurses for non‑emergency advice. No dedicated 24/7 emergency veterinary teleconsultation service communicated. |
| Vet/clinic partner network | ❌ | No formal partner clinic network communicated. Direct payment requires a pre‑existing agreement with your veterinarian. |
| Coverage abroad | ✅ | Covers eligible conditions occurring in Canada and the United States. USD claims are reimbursed at par in CAD (e.g., $500 USD = $500 CAD). |
Customer Reviews on PHI Direct
No verified customer reviews were found on major public platforms such as Trustpilot or Google, so a quantitative synthesis of user sentiment is not possible.
Based on PHI Direct’s policy features, strengths that customers would likely praise include clear tiered limits (Direct 5 and Direct 10), a straightforward reimbursement rate of 80% with a modest $200 annual deductible, and practical assistance such as a 24/7 telehealth line and coverage while travelling in Canada and the United States.
Primary concerns that may emerge in the absence of public reviews are the New Condition Coverage model—which converts conditions to pre‑existing status at renewal and can lead to disappointment at renewal time—and potential gaps in perceived value if claim denials occur for conditions deemed pre‑existing or bilateral.
Given the lack of third‑party feedback, prospective buyers should request sample claims scenarios and read recent declarations pages to confirm how renewals and exclusions have been applied in practice.
Contact PHI Direct
| PHI Direct Customer Service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe pet insurance comparison tool, choose the plan that suits you, and click to get a quote. Visit PHI Direct website: www.phidirect.com. |
| To request and track a reimbursement | Submit claims to claims@phidirect.com or by fax to 1-866-428-6063; mailed claims can be sent to the claims address on file. Required documents: original veterinary invoice(s) and supporting medical records or reports; pre‑authorization form if a direct‑pay arrangement is requested. Default reimbursement is paid to the policyholder; direct payment to the veterinarian is possible only with a pre‑existing arrangement and completed pre‑authorization. Deadline for claim submission and claim tracking procedures: N.C. |
| To obtain a certificate of insurance | Request by contacting PHI Direct customer support via phone or email (see contact details). Channels available: care@phidirect.com and 1-855-600-7072. Specific required information and turnaround time to issue a certificate: N.C. |
| To contact assistance | Customer support phone: 1-855-600-7072. 24/7 telehealth (veterinary nurse line): 1-855-587-7710. General inquiries email: care@phidirect.com. Claims email: claims@phidirect.com; claims fax: 1-866-428-6063; mailing address for claims: 309 - 1277 Lynn Valley Road, North Vancouver, BC V7J 0A2. Website. |
| To cancel my policy | Contact PHI Direct to request cancellation via customer support phone 1-855-600-7072 or care@phidirect.com. Information to provide when requesting cancellation (e.g., policy number, policyholder name, effective date): N.C. Deadlines for cancellation notice and refund or prorated premium conditions: N.C. |
Visit PHI Direct website: www.phidirect.com.
Required documents: original veterinary invoice(s) and supporting medical records or reports; pre‑authorization form if a direct‑pay arrangement is requested.
Default reimbursement is paid to the policyholder; direct payment to the veterinarian is possible only with a pre‑existing arrangement and completed pre‑authorization.
Deadline for claim submission and claim tracking procedures: N.C.
Channels available: care@phidirect.com and 1-855-600-7072.
Specific required information and turnaround time to issue a certificate: N.C.
24/7 telehealth (veterinary nurse line): 1-855-587-7710.
General inquiries email: care@phidirect.com.
Claims email: claims@phidirect.com; claims fax: 1-866-428-6063; mailing address for claims: 309 - 1277 Lynn Valley Road, North Vancouver, BC V7J 0A2.
Website.
Information to provide when requesting cancellation (e.g., policy number, policyholder name, effective date): N.C.
Deadlines for cancellation notice and refund or prorated premium conditions: N.C.
FAQ
Do I have to pay upfront for veterinary fees with PHI Direct?
PHI Direct’s default process is reimbursement to the policyholder: you pay the veterinarian and submit a claim to claims@phidirect.com, by fax 1-866-428-6063, or by mail to the claims address. Direct payment to the treating veterinarian is available only when a pre-existing arrangement is established and a completed pre-authorization form is approved before treatment. To set up third-party payment, ask your clinic to contact PHI Direct to arrange pre-authorization and billing approval in advance. If no direct-pay arrangement exists you will receive reimbursement to the policyholder after the claim is approved.
How do I cancel my pet insurance policy with PHI Direct?
To cancel, contact PHI Direct customer support by phone at 1-855-600-7072 or by email at care@phidirect.com, or send a written request to the claims mailing address. Provide your policy number and policyholder name so the team can locate your file; PHI Direct may require a signed written request or an email from the policyholder on record. The supplied policy documents do not state a standard notice period or a specific prorated refund formula, so confirm the effective cancellation date and any refund details with customer care. If you expect a refund of unused premium, ask customer support to explain the prorated calculation and timing for reimbursement.
What waiting periods apply before coverage begins?
PHI Direct applies a 48‑hour waiting period for accidents and a 14‑day waiting period for illnesses measured from the policy effective date. Cruciate ligament conditions carry a specific 60‑day waiting period before eligible treatment is covered. These waiting periods apply to new conditions and to conditions arising after policy inception or renewal as described in your policy. Any signs, symptoms, or treatments that occur during the waiting periods are excluded from coverage.
What are the reimbursement levels, deductibles and annual limits?
PHI Direct offers two plans: Direct 5 with a $5,000 annual limit and Direct 10 with a $10,000 annual limit. Both plans reimburse eligible veterinary costs at 80% after a $200 annual deductible is applied, leaving a 20% co‑insurance share for the owner. Covered services include exams, diagnostics, surgery, hospitalization, prescription medications, approved alternative therapies, behavioural therapy, and limited dental for traumatic tooth fractures. Check your policy summary for the exact list of covered items and any per‑condition caps on devices or therapies.
Which conditions and services are excluded from PHI Direct coverage?
Pre-existing conditions, associated complications, and bilateral conditions already present or claimed in a prior policy year are excluded under PHI Direct’s New Condition Coverage model. After three similar preventable incidents (for example recurrent foreign body ingestions), that condition may become permanently excluded. Routine and preventive care, most dental treatments, reproductive services, corrective procedures for brachycephalic traits, and experimental therapies are not covered. Always read the exclusions section of your policy closely because conditions claimed in one year can become permanently excluded at renewal.
How do I submit a claim and what should I expect about processing and payment?
Submit claims with itemized invoices and supporting medical records to claims@phidirect.com, by fax to 1-866-428-6063, or by mail to PHI Direct’s claims address; use medicals@phidirect.com for additional medical documents or appeals. If a pre-authorization was required, include the approval reference and related documents with your claim. The policy documentation provided does not specify a guaranteed claim-processing timeframe, so ask customer care for current average handling times when you file. Payments are normally made to the policyholder unless a prior direct‑to‑vet arrangement was approved in advance.
Do I have to pay upfront for veterinary fees with PHI Direct?
PHI Direct’s default process is reimbursement to the policyholder: you pay the veterinarian and submit a claim to claims@phidirect.com, by fax 1-866-428-6063, or by mail to the claims address. Direct payment to the treating veterinarian is available only when a pre-existing arrangement is established and a completed pre-authorization form is approved before treatment. To set up third-party payment, ask your clinic to contact PHI Direct to arrange pre-authorization and billing approval in advance. If no direct-pay arrangement exists you will receive reimbursement to the policyholder after the claim is approved.
How do I cancel my pet insurance policy with PHI Direct?
To cancel, contact PHI Direct customer support by phone at 1-855-600-7072 or by email at care@phidirect.com, or send a written request to the claims mailing address. Provide your policy number and policyholder name so the team can locate your file; PHI Direct may require a signed written request or an email from the policyholder on record. The supplied policy documents do not state a standard notice period or a specific prorated refund formula, so confirm the effective cancellation date and any refund details with customer care. If you expect a refund of unused premium, ask customer support to explain the prorated calculation and timing for reimbursement.
What waiting periods apply before coverage begins?
PHI Direct applies a 48‑hour waiting period for accidents and a 14‑day waiting period for illnesses measured from the policy effective date. Cruciate ligament conditions carry a specific 60‑day waiting period before eligible treatment is covered. These waiting periods apply to new conditions and to conditions arising after policy inception or renewal as described in your policy. Any signs, symptoms, or treatments that occur during the waiting periods are excluded from coverage.
What are the reimbursement levels, deductibles and annual limits?
PHI Direct offers two plans: Direct 5 with a $5,000 annual limit and Direct 10 with a $10,000 annual limit. Both plans reimburse eligible veterinary costs at 80% after a $200 annual deductible is applied, leaving a 20% co‑insurance share for the owner. Covered services include exams, diagnostics, surgery, hospitalization, prescription medications, approved alternative therapies, behavioural therapy, and limited dental for traumatic tooth fractures. Check your policy summary for the exact list of covered items and any per‑condition caps on devices or therapies.
Which conditions and services are excluded from PHI Direct coverage?
Pre-existing conditions, associated complications, and bilateral conditions already present or claimed in a prior policy year are excluded under PHI Direct’s New Condition Coverage model. After three similar preventable incidents (for example recurrent foreign body ingestions), that condition may become permanently excluded. Routine and preventive care, most dental treatments, reproductive services, corrective procedures for brachycephalic traits, and experimental therapies are not covered. Always read the exclusions section of your policy closely because conditions claimed in one year can become permanently excluded at renewal.
How do I submit a claim and what should I expect about processing and payment?
Submit claims with itemized invoices and supporting medical records to claims@phidirect.com, by fax to 1-866-428-6063, or by mail to PHI Direct’s claims address; use medicals@phidirect.com for additional medical documents or appeals. If a pre-authorization was required, include the approval reference and related documents with your claim. The policy documentation provided does not specify a guaranteed claim-processing timeframe, so ask customer care for current average handling times when you file. Payments are normally made to the policyholder unless a prior direct‑to‑vet arrangement was approved in advance.
On the same topic
