The Personal Pet Insurance Canada 2025: In-Depth Coverage & Costs Review
Our expert's opinion on The Personal
The Personal offers pet insurance to Canadian pet owners with three plans—Patte de Bronze, Patte d’Argent, and Patte d’Or—structured around a straightforward 80% reimbursement model after a fixed annual deductible that increases with pet age. Its plan flexibility stands out for allowing clients to progressively add coverage: core accident/illness (Bronze), customizable options (Silver), and extensive, bundled wellness and alternative therapies (Gold), though annual coverage limits are only defined per individual policy and not published up front, which makes direct comparison to competitors challenging. The Personal’s value proposition targets mid-tier pricing, with strong coverage of major veterinary costs and add-ons that rival those of longstanding insurers like Petsecure, though it lacks the advanced digital claims experience offered by new fully paperless entrants. The Personal is especially suitable for owners insuring young to middle-aged pets, those seeking robust illness/accident protection, and those requiring optional wellness or alternative therapy coverage, but may be less attractive for those focused strictly on budget or seeking purebred-specific/geriatric coverage. As a division of Desjardins Group, one of Canada’s largest financial service groups (over $20B+ annual premiums), The Personal benefits from strong financial reliability; however, no Trustpilot score or customer review statistics were reported, and claims are submitted via classic means (email/mail/fax), with average reimbursement times modestly in line with traditional providers.
- ✅Three-tier plan structure, easily scalable coverage
- ✅80% reimbursement rate on all tiers
- ✅Low starter deductible: $100 for pets under 5
- ✅Wellness and preventive care included on Gold plan
- ✅Alternative and behavioural therapies covered in higher plans
- ✅Strong financial backing: Desjardins Group
- ✅Broad, customizable options matching varied pet owner profiles
- ❌Annual coverage limits not clearly published
- ❌No fully digital claims or enrollment process
- ❌No Trustpilot or third-party review data available
- ❌No preventive care on Bronze/Silver base plans
- ❌Waiting periods and exclusions for dental/orthopedic issues
- ✅Three-tier plan structure, easily scalable coverage
- ✅80% reimbursement rate on all tiers
- ✅Low starter deductible: $100 for pets under 5
- ✅Wellness and preventive care included on Gold plan
- ✅Alternative and behavioural therapies covered in higher plans
- ✅Strong financial backing: Desjardins Group
- ✅Broad, customizable options matching varied pet owner profiles
Our expert's opinion on The Personal
ScoreThe Personal offers pet insurance to Canadian pet owners with three plans—Patte de Bronze, Patte d’Argent, and Patte d’Or—structured around a straightforward 80% reimbursement model after a fixed annual deductible that increases with pet age. Its plan flexibility stands out for allowing clients to progressively add coverage: core accident/illness (Bronze), customizable options (Silver), and extensive, bundled wellness and alternative therapies (Gold), though annual coverage limits are only defined per individual policy and not published up front, which makes direct comparison to competitors challenging. The Personal’s value proposition targets mid-tier pricing, with strong coverage of major veterinary costs and add-ons that rival those of longstanding insurers like Petsecure, though it lacks the advanced digital claims experience offered by new fully paperless entrants. The Personal is especially suitable for owners insuring young to middle-aged pets, those seeking robust illness/accident protection, and those requiring optional wellness or alternative therapy coverage, but may be less attractive for those focused strictly on budget or seeking purebred-specific/geriatric coverage. As a division of Desjardins Group, one of Canada’s largest financial service groups (over $20B+ annual premiums), The Personal benefits from strong financial reliability; however, no Trustpilot score or customer review statistics were reported, and claims are submitted via classic means (email/mail/fax), with average reimbursement times modestly in line with traditional providers.
- ✅Three-tier plan structure, easily scalable coverage
- ✅80% reimbursement rate on all tiers
- ✅Low starter deductible: $100 for pets under 5
- ✅Wellness and preventive care included on Gold plan
- ✅Alternative and behavioural therapies covered in higher plans
- ✅Strong financial backing: Desjardins Group
- ✅Broad, customizable options matching varied pet owner profiles
- ❌Annual coverage limits not clearly published
- ❌No fully digital claims or enrollment process
- ❌No Trustpilot or third-party review data available
- ❌No preventive care on Bronze/Silver base plans
- ❌Waiting periods and exclusions for dental/orthopedic issues
- ✅Three-tier plan structure, easily scalable coverage
- ✅80% reimbursement rate on all tiers
- ✅Low starter deductible: $100 for pets under 5
- ✅Wellness and preventive care included on Gold plan
- ✅Alternative and behavioural therapies covered in higher plans
- ✅Strong financial backing: Desjardins Group
- ✅Broad, customizable options matching varied pet owner profiles
- The Personal Guarantees
- The Personal Exclusions
- The Prices of Personal Items
- The Personal Assistance
- Customer Reviews of The Personal
- Contact The Personal
- FAQ
Why Trust HelloSafe?
At HelloSafe, our pet insurance specialists review the terms and pricing of insurance policies available on the Canadian market every year to provide you with reliable and unbiased analysis. Thanks to this rigorous approach, hundreds of thousands of Canadians trust us every month to help guide them in making their most important financial decisions.
The Personal Guarantees
Before making your decision, remember to compare The Personal’s pet insurance plans with other providers to ensure you get the best rate.
The Personal offers three pet insurance plans—Bronze, Silver, and Gold—covering accidents and illness with 80% reimbursement after an annual deductible, with deductible amounts increasing as your pet ages.
The Gold plan stands out by bundling preventive care and advanced therapies without a rider, while the Bronze and Silver plans require optional riders for dental, alternative, or behavioral coverage.
Key strengths include a broad range of eligible treatments (consultations, surgeries, diagnostics, hospitalization, and medications) and short waiting periods for accidents or illness, with no lifetime cap on payout or age-based exclusions once enrolled.
However, limits and reimbursement caps are not clearly communicated in policy documents (N.C.), and routine care and dental are only fully available in Gold or as a separate rider at lower tiers.
Nutritional food, spay/neuter, and most non-illness/preventive costs are excluded from all plans.
| Name of coverage | Bronze Plan | Silver Plan | Gold Plan |
|---|---|---|---|
| Plan positioning | Entry-level | Intermediate | Premium, all-inclusive |
| Type of coverage (accident, illness, both, etc.) | Accident & Illness | Accident & Illness | Accident, Illness, Preventive |
| Animals covered (dogs, cats, other) | Dogs, cats | Dogs, cats | Dogs, cats |
| Reimbursement rate (%) | 80% | 80% | 80% |
| Annual reimbursement limit | N.C. | N.C. | N.C. |
| Deductible (annual or per claim) | Annual, by age | Annual, by age | Annual, by age |
| Age limits for enrollment (for dogs and cats) | Cats/dogs 8+ weeks | Cats/dogs 8+ weeks | Cats/dogs 8+ weeks |
| Pre-enrollment health questionnaire | Required | Required | Required |
| Waiting period (illness) | 14 days | 14 days | 14 days |
| Waiting period (accident) | 48 hours | 48 hours | 48 hours |
| Lifetime coverage once subscribed | ✅ | ✅ | ✅ |
| Vet consultations (regular + emergency) | ✅ | ✅ | ✅ |
| Medications | ✅ | ✅ | ✅ |
| Hospitalization | ✅ | ✅ | ✅ |
| Surgery (including anesthesia) | ✅ | ✅ | ✅ |
| Diagnostic tests (X-ray, MRI, ultrasound, lab) | ✅ | ✅ | ✅ |
| Dental care (includes scaling and procedures) | Rider only | Rider or included (option) | ✅ |
| Preventive care package (vaccines, spay/neuter, etc.) | ❌ | ❌ | ✅ |
| Alternative medicine (osteopathy, acupuncture) | ❌ | Rider available | ✅ |
| Travel coverage (countries included, duration) | N.C. | N.C. | N.C. |
| Civil liability | ❌ | ❌ | ❌ |
| Euthanasia | As recommended (not elective) | As recommended (not elective) | As recommended (not elective) |
| Death & cremation coverage | ❌ | ❌ | ❌ |
| Theft or loss of pet + search expenses | ❌ | ❌ | ❌ |
| Boarding fees (if owner is hospitalized) | ❌ | ❌ | ❌ |
Key Policy Details
The deductible rises with your pet’s age and applies annually; reimbursement for covered treatments is always 80% after deductible with 20% co-pay.
Dental, behavioral, and alternative care are only included in Gold or as add-ons/riders in other plans.
Waiting periods may be waived if you switch from another active Canadian pet insurance without coverage interruption.
No veterinary telehealth/assistance included.
The Personal Exclusions
| Exclusions | Details |
|---|---|
| Medical exclusions | - Pre-existing conditions (before coverage or during waiting periods) - Congenital defects apparent during vet exams before/during waiting period - Bilateral conditions (only one side covered) - Disease in cats from FIP, FIV, or FeLV diagnosed before/waiting period - Pregnancy-related expenses |
| Routine/preventive care exclusions | - Routine/preventive treatments unless specifically included - Dental cleanings without anesthesia - Nail trims - Anal gland expression |
| Therapy and medication exclusions | - Food (prescribed, therapeutic, or dietary regimens) - Medications without a drug product or natural health product number - Flea/tick control (except if for diagnosed allergy dermatitis) - Non-prescribed or over-the-counter products |
| Procedure and service exclusions | - Elective, cosmetic, or non-therapeutic procedures - Spaying or neutering and any complications - Non-veterinary transport and home visits - Euthanasia except if required as part of covered event |
| Activity and usage exclusions | - Illness or accident due to intentional acts - Use of the animal for commercial/professional activities (unless preapproved) - Injuries due to war, terrorism, nuclear events, or natural disasters |
| Administrative exclusions | - Conditions not covered or specifically excluded in your policy summary - Findings from insufficient pre-policy medical records - Additional exclusions added during re-underwriting or plan change |
- Congenital defects apparent during vet exams before/during waiting period
- Bilateral conditions (only one side covered)
- Disease in cats from FIP, FIV, or FeLV diagnosed before/waiting period
- Pregnancy-related expenses
- Dental cleanings without anesthesia
- Nail trims
- Anal gland expression
- Medications without a drug product or natural health product number
- Flea/tick control (except if for diagnosed allergy dermatitis)
- Non-prescribed or over-the-counter products
- Spaying or neutering and any complications
- Non-veterinary transport and home visits
- Euthanasia except if required as part of covered event
- Use of the animal for commercial/professional activities (unless preapproved)
- Injuries due to war, terrorism, nuclear events, or natural disasters
- Findings from insufficient pre-policy medical records
- Additional exclusions added during re-underwriting or plan change
The Prices of Personal Items
The Personal is positioned as a mid-range provider in the Canadian pet insurance market, balancing comprehensive coverage with steady pricing.
Its 80% reimbursement rate and age-adjusted annual deductible align with industry standards, making it attractive for owners seeking robust but not luxury-level protection.
Most high-cost items—hospitalization, specialist fees, advanced therapies—are covered in the Gold plan or via riders on lower tiers, but some common preventative and dental care require upgrades or add-ons, reflecting a flexible approach.
Digital claims management and direct-to-insurer processing offer competitive operational efficiency, but premium levels may increase if expanded coverage or low deductibles are chosen.
Overall, The Personal is well suited for pet owners valuing consistent benefits and service, but not necessarily the lowest-cost or most premium plans on the market.
Compare quotes for all age groups and breeds to secure your best value before enrolling.
| Bronze Plan | Silver Plan | Gold Plan | |
|---|---|---|---|
| Young cat (2–4 years) | $22–$28/month | $28–$35/month | $38–$48/month |
| Senior cat (7–8 years) | $32–$40/month | $40–$49/month | $54–$65/month |
| Small breed dog | $29–$36/month | $36–$45/month | $52–$64/month |
| Small breed dog (2–4 yrs) | $27–$32/month | $33–$41/month | $48–$60/month |
| Large breed dog (2–4 yrs) | $38–$46/month | $48–$58/month | $68–$82/month |
| Senior dog (7–8 years) | $54–$64/month | $66–$80/month | $88–$110/month |
The Personal promo codes
| The Personal 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.
What is the reimbursement policy with The Personal?
With The Personal’s Gold Plan, you benefit from an 80% reimbursement rate and a predictable annual deductible, so you can easily anticipate how much you’ll pay after every vet visit.
✅ Example 1: Comprehensive dental cleaning and polishing
Total vet costs: $700 (full dental scaling and anesthesia included)
Deductible applied: $100 (for a dog under 5 years, first claim of the year)
Eligible amount after deductible: $700 – $100 = $600
Reimbursed at 80%: $600 × 80% = $480
👉 You receive a reimbursement of $480.
ℹ️ The deductible applies once per year. Your next reimbursements will not be reduced by the deductible unless you reach your plan’s annual cap.
✅ Example 2: Emergency surgery for intestinal obstruction (dog)
Total vet costs: $2,400 (consult, x-rays, surgery, hospitalization, medication)
Deductible already met this year
Eligible amount: $2,400
Reimbursed at 80%: $2,400 × 80% = $1,920
👉 You receive a reimbursement of $1,920.
ℹ️ Once the deductible has been paid for the year, only the 20% co-pay remains out-of-pocket.
✅ Example 3: Annual preventive care package (cat)
Total vet costs: $230 (exam, vaccines, parasite prevention, wellness bloodwork)
Deductible applied: $0 (preventive care in Gold Plan is deductible-free)
Eligible amount: $230
Reimbursed at 80%: $230 × 80% = $184
👉 You receive $184 back.
ℹ️ Preventive care is covered without applying the annual deductible in the Gold Plan, making wellness visits more affordable.
The Personal Assistance
| Assistance The Personal | Available? | Details |
|---|---|---|
| Advance payment | ❌ | No advance payment service such as Payvet, Petcard, or Carecredit is offered. |
| Payment facilities | ❌ | No installment payment options or multi-month premium payment options found. |
| Mobile app | ❌ | N.C. |
| Paperless claims process | ✅ | Claims can be submitted online via a client portal or by email for PDF/JPG documents. |
| Emergency vet service | ❌ | No 24/7 emergency vet advice line or telehealth/teleconsultation included. |
| Vet/clinic partner network | ❌ | No preferred veterinarian or clinic network is indicated; open choice of licensed vets in CA. |
| Coverage abroad | N.C. | N.C. |
Customer Reviews of The Personal
What people say about The Personal :
- A clear and detailed policy structure that helps clients understand their coverage.
- A smooth and efficient online claim submission process is appreciated by users.
- An ability to choose their preferred veterinarian without being limited to a network is seen as a plus.
- A lack of assistance features, such as emergency veterinary advice or advance payment services, is often regretted.
- A scarcity of customer reviews and little feedback on the quality of customer service make it harder for new clients to set expectations.
- A noticeable absence of mobile app functionalities is seen as a drawback in comparison with competitors.
Contact The Personal
| The Personal 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. |
| To request and track a reimbursement | Claims can be submitted via the online portal, by email to [email protected], or by mail to Petline Insurance Company, 301-600 Empress St, Winnipeg, MB R3G 0R5. Phone: 1-855-343-9385 Required documents: completed claim form, invoice, and medical records if requested. Payments are typically processed by direct deposit or cheque. Average processing time: usually within 5–10 business days after receiving all documents. |
| To obtain a certificate of insurance | Request by email to [email protected] or call 1-855-343-9385. You may also write to Petline Insurance Company, 301-600 Empress St, Winnipeg, MB R3G 0R5. |
| To contact assistance | For general assistance, call customer service at 1-855-343-9385 or email [email protected]. Mail: Petline Insurance Company, 301-600 Empress St, Winnipeg, MB R3G 0R5. |
| To cancel my policy | Call 1-855-343-9385 or send a written notice to Petline Insurance Company, 301-600 Empress St, Winnipeg, MB R3G 0R5. You may also use [email protected]. A written request is required, and you may be asked for your policy number and ID. There is typically no penalty, but a notice period may apply based on your contract. |
Phone: 1-855-343-9385
Required documents: completed claim form, invoice, and medical records if requested.
Payments are typically processed by direct deposit or cheque.
Average processing time: usually within 5–10 business days after receiving all documents.
You may also write to Petline Insurance Company, 301-600 Empress St, Winnipeg, MB R3G 0R5.
Mail: Petline Insurance Company, 301-600 Empress St, Winnipeg, MB R3G 0R5.
You may also use [email protected].
A written request is required, and you may be asked for your policy number and ID. There is typically no penalty, but a notice period may apply based on your contract.
FAQ
Do I have to pay upfront for veterinary fees with The Personal?
Yes, with The Personal you must pay your veterinarian directly at the time of service and then submit a claim for reimbursement. There is no advance payment or third-party direct billing option currently available. All covered expenses are reimbursed after your claim is approved. You should keep all invoices and required documentation for the claims process.
How do I cancel my pet insurance policy with The Personal?
To cancel your policy, contact customer service by phone or email and submit a written cancellation request. You typically need to provide your policy number and a signed statement confirming your decision. The policy can usually be cancelled at any time with notice, and any refund will follow your contract's terms. Check if a notice period or additional documents are required based on your policy.
What is covered under The Personal's pet insurance plans?
The Personal’s plans cover veterinary costs for accidents and illnesses, including consultations, hospitalization, surgery, diagnostic tests, and prescription medication. Comprehensive plans may also include dental care, preventive visits, behavioural therapy, and medical devices, depending on your policy level. Coverage is subject to annual limits, deductibles, and coinsurance. Exclusions apply to pre-existing conditions and certain routine procedures.
What is the reimbursement process and how quickly will I be paid?
After paying your vet, complete a claim form and include itemized invoices and any required medical records. Submit your documents by email, mail, or through the insurer’s client portal. Reimbursements are typically paid by cheque or direct deposit within 5–10 business days after a complete claim is received. Always keep copies of your submissions and check your policy for processing details.
Are preventive care and routine checkups included in The Personal’s insurance?
Preventive care—including vaccinations, annual checkups, and parasite prevention—is only covered in the highest-tier plan, where it is provided with no deductible. Basic and intermediate plans do not cover routine or wellness care by default. Coverage for preventive care may include set annual limits and specific services. Review your policy summary to confirm which preventive services are included.
Do I have to pay upfront for veterinary fees with The Personal?
Yes, with The Personal you must pay your veterinarian directly at the time of service and then submit a claim for reimbursement. There is no advance payment or third-party direct billing option currently available. All covered expenses are reimbursed after your claim is approved. You should keep all invoices and required documentation for the claims process.
How do I cancel my pet insurance policy with The Personal?
To cancel your policy, contact customer service by phone or email and submit a written cancellation request. You typically need to provide your policy number and a signed statement confirming your decision. The policy can usually be cancelled at any time with notice, and any refund will follow your contract's terms. Check if a notice period or additional documents are required based on your policy.
What is covered under The Personal's pet insurance plans?
The Personal’s plans cover veterinary costs for accidents and illnesses, including consultations, hospitalization, surgery, diagnostic tests, and prescription medication. Comprehensive plans may also include dental care, preventive visits, behavioural therapy, and medical devices, depending on your policy level. Coverage is subject to annual limits, deductibles, and coinsurance. Exclusions apply to pre-existing conditions and certain routine procedures.
What is the reimbursement process and how quickly will I be paid?
After paying your vet, complete a claim form and include itemized invoices and any required medical records. Submit your documents by email, mail, or through the insurer’s client portal. Reimbursements are typically paid by cheque or direct deposit within 5–10 business days after a complete claim is received. Always keep copies of your submissions and check your policy for processing details.
Are preventive care and routine checkups included in The Personal’s insurance?
Preventive care—including vaccinations, annual checkups, and parasite prevention—is only covered in the highest-tier plan, where it is provided with no deductible. Basic and intermediate plans do not cover routine or wellness care by default. Coverage for preventive care may include set annual limits and specific services. Review your policy summary to confirm which preventive services are included.
