SUPPORT

Frequently Asked Questions

Everything you need to know about our pet insurance plan, the Fursure app, and submitting claims for vet care.
About Fursure
What does Fursure do?
Fursure offers the only pet insurance plan to pay ANY licensed vet directly for covered care, saving pet parents on paying hundreds or even thousands out-of-pocket for veterinary care. Instead of paying out-of-pocket for what should be covered and then waiting days or even weeks for reimbursements, we will pay your vet directly via the Fursure Insurance Debit Card. The Fursure Card is free for all of our pet insurance customers and can be easily applied for in the Fursure app.
Partnership Inquiries
Advertising and Marketing
If you would like to inquire about a specific partnership opportunity, please contact us at hello@getfursure.com.

Veterinarians
If you have any questions about Fursure Pet Insurance, our direct pay feature, the Veterinarian Directory, or would like to discuss partnership opportunities, please contact us at support@getfursure.com.
What are the user requirements to be a Fursure customer?
To register for Fursure Insurance Debit Card or Fursure Pet Insurance, you must meet the following requirements:

1 - You must reside in the United States or be a lawful permanent resident of the fifty (50) United States and the District of Columbia.
2 - Be 18 years of age or older.
3 - Have a U.S. physical address or military addresses (APO or FPO)
4 - Have a valid Social Security Number or Tax Identification Number (Fursure Insurance Debit Card requirement only)

The account is only available to individuals for personal, family or household purposes and may not be opened by a business in any form or used for business purposes.
Terms of Service
For questions about our terms of service, please refer to our Terms page (last updated January 2023).
Contact Us
Have questions or general inquiries that we haven’t addressed here? Please don’t hesitate to contact us via email at support@getfursure.com or by using our live chat using the headphones icon in the top right-hand corner of your Fursure app screen or the Contact Support button on the Settings menu of your Fursure app.
Fursure App FAQs
What information can I use to sign up for and sign into my Fursure app account?
You will be prompted to create your unique Fursure password online immediately after your purchase your pet's plan. You will use this password along with the email you entered at sign-up to sign into your account via the Fursure app. Also, at times we may require that you enter in a verification code that we deliver to you via SMS or email. Note that you will not be able to apply for the Fursure Insurance Debit Card without first purchasing a pet insurance plan from us.
I can’t remember my password to my Fursure app.
To request a new password, click on “Forgot password?” when logging in and enter in your email when prompted. Click the “Send password reset” button at the bottom of the screen. We will then send a time-sensitive link to your email inbox for you to reset your password. Open up your email to access that link which will then direct you to a page where you may reset your password back in our app.
App Not Working or Error Messages
We’re always iterating on our app, so if you encounter any technical issues with using our app or error messages, please don’t hesitate to forward the error message or details regarding the issue to our team via live chat using the “Contact Customer Support” button on the Settings menu between the hours of 9am to 5pm ET or by emailing us at support@getfursure.com. We will definitely bring this to the appropriate department’s attention and work to address this as soon as possible. We greatly appreciate you taking the time to let us know.
Where do I find the code to sign into my Fursure app?
Fursure protects our users by requiring Multifactor Authentication (MFA). At times we may require that you enter in a verification code that we deliver to you via SMS or email.
How do I update my Fursure account with a new phone number or email?
When signing in, we may request that you submit an additional code to authenticate your identity and protect your personal information. This provides an additional layer of protection to add an extra level of security to your account. We may send this code via email or SMS, whichever you prefer. Please do not share this code with anyone. Fursure will never request that you provide your code on a phone call, text message, email, or chat.

If you have a new phone number or email address, contact our support team at support@getfursure.com.
Fursure Pet Insurance FAQs
Why pet insurance?
Pet insurance is incredibly important for pet parents for many reasons. Pet insurance covers your pet in case of any accidents or illnesses that may occur over their lifetime. Veterinary bills continue to rise each year and procedures can be extremely expensive, often costing many hundreds if not thousands and thousands of dollars. Our mission is to transform the way people care for and spend on their pets. Part of that mission is educating and providing insight to pet parents to help them find the best pet insurance policy for their pet and budget. No one should ever have to choose between taking care of their pet and their ability to afford medical treatment.
What are Fursure Pet Insurance's waiting periods?
We have a standard waiting period of 3 days for accidents, 14 days for illnesses, and 6 months for cruciate ligament conditions such as ACL tears. Please note that pre-existing conditions are not covered, including conditions that may not yet have been diagnosed but have shown symptoms in the past. There are no accident waiting periods for policyholders in WA and ME.
Pet insurance policies mentions a limit (or cap) on benefits. What does that mean?
The annual limit is the maximum that Fursure Pet Insurance will pay out for claims in a year. We usually recommend at least $10,000 for dogs and $7,500 for cats because some issues can get up that high (if not higher!). We also offer Unlimited annual limits, meaning we won’t cap your annual payout at all. Most pet parents select Unlimited plans because they typically aren’t too much more expensive and provide pet owners with peace of mind in a world where vet costs are increasing exponentially.
If you have a special needs dog - is there a different approach to pet insurance?
Special needs can encompass a variety of mental and physical ailments in pets such as missing one or more limbs, paralysis, deafness and blindness, and social anxiety. There isn’t currently a unique policy crafted with these pets in mind, so the approach to insurance for these furry family members would be the same as any others. Pet parents should keep in mind that if their pet already struggles with a disability, unfortunately that disability would not be covered with any pet insurance company today if it came up prior to buying their insurance plan, because no pet insurance company covers pre-existing conditions at this time.
At what age does my pet need insurance?
You can purchase pet insurance for your dog or cat at a minimum age of 7 or 8 weeks of age. We highly recommend that our customers purchase insurance as soon as they bring their pet home from the breeder or shelter or rescue. If you wait and your pet develops any medical problems before your plan is activated, those are considered pre-existing conditions by all companies, and pre-existing conditions are currently not covered by any providers in the US.
Will I save money with pet insurance?
Many veterinarians say chances are in the course of a pet’s life you will have at least 1 major medical bill. If that happens, paying a reasonable amount per month with pet insurance will save you money, rather than paying for a large bill out of pocket. In many cases savings won’t cut it, especially if there is more than 1 large bill that happens over many years.

We try to encourage our customers to think over the long term when it comes to paying for their pet’s health over their lifetime. With insurance, it’s less about being up one year or down the next, it’s about making sure your pet is covered when you need it most, and saving over the course of your pet’s lifetime.
What services/treatments are covered under pet insurance?
The vast majority of pet insurance plans cover accidents and illnesses- the unexpected costs. Fursure offers a wellness add-on to pay for a portion of preventative care costs. By default, normal, expected visits to the vet are not included with pet insurance -- which is surprising to most people (since that’s different from human health insurance).
What are congenital and hereditary conditions, and are these conditions covered?
Congenital conditions are those that are present from birth, while hereditary conditions aren’t necessarily present from birth but can be tied to a gene passed down from our pet’s lineage. Some examples of congenital conditions are heart defects and skeletal defects, and some examples of hereditary conditions are hip dysplasia in German Shepherds and Autoimmune Thyroiditis in Australian Shepherds. Fursure Pet Insurance will cover congenital and hereditary conditions, so long as symptoms of the conditions were not present prior to enrolling your pet.
Does pet insurance cover routine expenses like vaccinations, heartworm testing, flea medication, and spaying/neutering?
Fursure’s base plan does not cover routine costs such as vaccinations and heartworm tests, however Fursure Wellness Rewards is an optional add-on that can help pet parents spread out the cost of wellness over 12 months, plus earn a $25 bonus!
Fursure Wellness FAQs
How does Fursure Wellness Rewards work?
Instead of paying hundreds of dollars up front at the vet’s office, Fursure Wellness Rewards lets you split $240 worth of wellness coverage over the course of 12 months. In addition, you will receive an annual $25 bonus right away. Additionally, unlike other Wellness plans, Fursure Wellness Rewards doesn’t make you pay up-front for veterinary bills! Instead, you would simply submit the estimate in the Fursure App when you receive it at the vets office, and get approved for wellness care rapidly (often instantly)! Then, swipe your Fursure Insurance Debit Card to pay!
Where can I submit receipts for reimbursement?
When you log into your Fursure app, you will see the option to Get Reimbursed for a Past Visit at the top of the Home page. Select that option to begin filing your claim for reimbursement, ensuring that you have your paid receipt at the ready for uploading a quick snapshot into the app. Our team will review your claim within 7 business days, but typically within hours!
What types of wellness care does the plan cover?
Here at Fursure, we believe that wellness coverage should be straightforward and easy to understand. That's why we didn't include any limitations on the amount pet parents are able to spend from their Wellness plan of $265 on each type of care. As long as the care is preventative in nature and not intended to treat or diagnose an ongoing or suspected accident or illness, it qualifies for Fursure Wellness Rewards.
Do I have to have the Fursure Insurance Debit Card to use Fursure Wellness Rewards?
You do not have to have the Fursure  Insurance Debit Card to use Fursure Wellness Rewards, however you do have to have a physical Fursure Insurance Debit Card in order to use Fursure Vet Pay. Fursure Vet Pay is our direct pay feature that allows you to use your Wellness plan to pay your vet directly rather than having to front the cost of wellness care and submit receipts for reimbursement after the fact.

In addition, you must have the Fursure smartphone app to submit claims and manage your Fursure Wellness Rewards plan. We hope to offer an online policy management tool for our wellness plans in the near future.
What happens if I don't have enough Wellness Plan to cover the wellness charges when I'm at the vet?
If you do not have enough money remaining in your Wellness plan to cover the total cost of care, you can ask your vet to simply split your payment between your Fursure Insurance Debi Card and another form of payment (debit card, credit card, cash, etc.) to cover that additional cost.
What happens if the vet bill changes when I arrive and I need more funds to pay for the vet bill?
If for any reason your estimate for wellness care changes and you need to update the total amount prior to your appointment or while at the vet’s office, simply open up your Fursure App and click on Plans on the menu bar to view your pet’s plan and update the cost of treatment. It’s that easy!

If you have enough of a balance in your Wellness plan left to cover the remainder of the new total cost, those will be approved and applied to your total balance. If you do not have enough in your Wellness balance to cover the total cost of care, be sure to load enough additional funds ahead of time onto your Fursure Insurance Debit Card to cover that additional cost.
Fursure Insurance Debit Card FAQs
How does Fursure's direct pay at the vet work?
Fursure doesn’t make you pay up-front for veterinary bills! Simply submit the estimate in the Fursure App when you receive it at the vets office, and get approved for wellness care rapidly (often instantly)! Then, swipe your Fursure  Insurance Debit Card to pay from your insurance or wellness plan.

Here’s how Fursure Direct Pay works:

1 - If you haven’t already, download the Fursure App and apply for your Fursure Insurance Debit Card. It’s completely free, doesn’t require a credit check, and takes just a few minutes.
2 - After downloading the Fursure App and getting approved for your Fursure Insurance Debit Card, you should receive your Fursure Debit Card in the mail within 7-10 business days.
3 - When you next schedule an appointment for your pet, log onto your Fursure app and quickly submit a few details about your upcoming appointment.
4 - Once we approve funds for Fursure Direct Pay (typically within 15 minutes for ongoing visits and a few days for future visits), we will confirm in the app so you know how much you have available to spend on your upcoming visit.
5 - Once at the vet, simply swipe your card to pay for care, up to the approved amount.

If you happen to pay for your vet bill up front instead of using Fursure Vet Pay, you can also submit receipts for reimbursement directly within the Fursure app.
How do I link my bank account?
Fursure has partnered with Plaid to allow for customers to easily link their bank account by logging into their bank’s platform using their bank username/email and password.

In the app, select the Card tab on the bottom of the screen. Then, select the option to Manage Balance, where you can then choose the selection to either Add Funds or Withdraw to bank account. When you select this button you will shown a list of linked accounts, or if you haven't already linked one, you can link a new one by clicking on the green Plus button. You will then be given two optons:

1) select “Link Bank Account” to easily and conveniently log into your bank’s portal to authorize and link your bank account, or

2) select “Direct Deposit” to access your Fursure account information including your routing and account number, which you can share with an employer or other payment provider.
My card is lost or stolen.
If your physical debit card is lost or stolen, we would recommend that you immediately lock your card through the app by accessing the “Settings” tab on the menu navigation bar at the bottom of the screen. Scroll to the bottom to locate the button that says “Lock card” and toggle the option on or off to lock or unlock your card.

You may also contact us directly to report your card as lost or stolen via live chat using the “Contact Customer Support” button on the Settings menu between the hours of 9am and 5pm ET. We will freeze your card on our end to prevent further unauthorized transactions and help you to order a replacement card. If it is after our business hours, you may also contact Visa Support at 1-833-333-0417 to report your card as lost or stolen.
How do I submit a dispute for fraudulent charges?
If you suspect fraudulent activity on your account please contact our team immediately at support@getfursure.com or via live chat using the “Contact Customer Support” button on the Settings menu between the hours of 9am and 5pm ET. When you contact us, please let us know which transactions you wish to dispute and at that time we will review your accounts and help to keep your accounts secure. If you have already filed a fraud claim, please know that we will work as quickly as possible to resolve your claim.

We would also recommend that while waiting to get ahold of us you lock your card through the app by accessing the Settings tab on the menu navigation bar at the bottom of the screen. Scroll to the bottom to locate the button that says Lock Card and toggle the option on or off to lock or unlock your card.

If you believe you have received a suspicious email or text message, do not engage. Forward any suspicious emails or text messages to support@getfursure.com.

If you believe that you have responded to a suspicious email or text message by opening a link or attachment or providing your personal or account information, contact Visa Support immediately at [1-833-333-0417](tel: 8333330417).
Is there a deposit limit?
There is no minimum amount required to deposit onto your Fursure Insurance Debit Card. At this time you are able to deposit up to $1,000 per day on the card via transfers from another bank account. There is no daily limit on deposits from an employer (direct deposits), so your employer is able to deposit an unlimited amount into your account.
How do I add my card to my digital wallet?
At this time we have not yet added the capability to automatically download your card into your Apple Pay, Google Pay, or Samsung Pay digital wallet, but you may manually accomplish this by manually copying and pasting your virtual card information into your digital wallet by following the steps below:

1 - Click on the “Card” tab on the bottom of your app screen.
2 - Click on the image of your Fursure Insurance Debit Card at the top of the screen. You may be prompted to enter in a code for security purposes.
3 - Click on the “Show” button to reveal your card details.
4 - Copy and paste the card details from the in the app to your device’s digital wallet (Apple Pay, Google Pay, or Samsung Pay).

After Apple/Google Pay is Added: After logging onto your account, click on the "Card" tab on the menu selection located at the bottom of the screen. Please select that tab to view your virtual card information. You will see a button in the middle of the page that says "Add to Apple/Google Wallet." Please select this option and follow the steps in your digital wallet to proceed with adding your virtual card to your digital wallet.
Do I need to load funds onto the Fursure Insurance Debit Card to use it to pay for my pet's care?
No, you do not! The Fursure Insurance Debit Card is a mechanism that we use to allow you to pay your vet directly from your Fursure Pet Insurance plan. This way, you're not coming out of pocket for $100s or even $1000s of dollars of veterinary care and then submitting a receipt for reimbursement of a mystery amount.

Here’s how Fursure Direct Pay works:

1 - If you haven’t already, download the Fursure App and apply for your Fursure Insurance Debit Card. It’s completely free, doesn’t require a credit check, and takes just a few minutes.
2 - After downloading the Fursure App and getting approved for your Fursure Insurance Debit Card, you should receive your Fursure Debit Card in the mail within 7-10 business days.
3 - When you next schedule an appointment for your pet, log onto your Fursure app and quickly submit a few details about your upcoming appointment.
4 - Once we approve funds for Fursure Direct Pay (typically within 15 minutes for ongoing visits and a few days for future visits), we will confirm in the app so you know how much you have available to spend on your upcoming visit.
5 - Once at the vet, simply swipe your card to pay for care, up to the approved amount.
How quickly can I get approved for my card after I purchase my Fursure Pet Insurance plan?
The vast majority of Fursure Insurance Debit Card applications are appoved instantly, however in rare instances our banking partner may require a little bit more documentation to verify your identity. This can include identification documents or address verification documents. We will notify you if anything further is required for your application approval at the time of you submitting your application in the Fursure app.
How do I apply for a Fursure Insurance Debit Card?
After signing up for your Fursure Pet Insurance plan, download the Fursure App and apply for your Fursure Card. It’s completely free, doesn’t require a credit check, and takes just a few minutes!
How do I order my physical Fursure Card?
We will automatically mail you a physical Fursure Insurance Debit Card after you've been approved in the Fursure App. This typically arrives to your address on file within 7-10 business days.

Upon request, we can mail you a copy of your new physical debit card, which typically arrives in 7-10 business days.
How do I activate my debit card?
Virtual cards will be automatically activated after your application has been approved. To activate your physical debit card, please contact Visa Support at 1-833-333-0417.
How can I split the bill if my Fursure plan doesn't cover the entire bill under Direct Pay?
For most vet visits, you will need to split your payment between the Fursure Insurance Debit Card and another method of payment. This is because you have an annual deductible that you have to hit before your insurance kicks in, and you also have a coinsurance percentage that you're responsible for paying after we cover the reimbursement percentage you selected on your plan. Also, in a small proportion of circumstances, a portion of the vet bill might not be covered under direct pay, so you would have to pay that portion out-of-pocket and submit a receipt for reimbursement.

Whatever the cause may be, if you need to split the bill, simply check in the Fursure App to review the dollar amount that we approved for your upcoming visit by clicking on your claim details. We provide a detailed breakdown showing you what your out-of-pocket cost will be versus what we have approved for payment on the Fursure Card. When you're checking out at the vet, ask the vet to split the bill to pay those two separate amounts on your Fursure Card and another payment method of your choosing (debit card, credit card, cash, etc.).
Can I use the Fursure Insurance Debit Card to pay any licensed vet directly?
Yes! Your Fursure Insurance Debit Card is available to use at any licensed vet in the U.S. that accepts Visa debit cards. We don't have any networks or require your vet to "accept" our plans, because we pay them for you!

Is Fursure secure and FDIC-insured?
Fursure is a financial technology company and is not a bank. Banking services are provided by Blue Ridge Bank, N.A.; Member FDIC. Blue Ridge Bank, N.A. is secure and insured by the Federal Deposit Insurance Corporation (FDIC) up to $250,000.
Is a credit check required?
There is no credit check required to open a Fursure Insurance Debit Card.

Fursure will request your Social Security Number to confirm your identity. Fursure will not save your Social Security Number. Providing this information will not impact your credit score nor be shared with any other third parties.
Where in the app can I view the amount approved for spending at my upcoming vet visit?
When you submit a claim in the Fursure app, it will go into the Pending Review stage until our claims team has had a chance to review your estimate details and make sure nothing additional is needed. Once approved (typically within 15 minutes for ongoing visits and 1-2 days for future visits), a confirmation banner will appear at the top of the home page of your app with a message showing "Ready for Swiping". You can click on this banner to view the dollar amount we've approved and is ready for swiping on your Fursure Card. You can also easily access this breakdown by selecting the Visits tab of the Fursure app.
I was recently reimbursed for a claim. How do I transfer my funds off of the Fursure Insurance Debit Card into my personal bank account?
When you open up your Fursure app, select the Card tab on the bottom of the screen. Then, select the option to Manage Balance. There, you can choose the selection to Withdraw to bank account. When you select this option, you will be directed to a list of banks that you've linked to your Fursure Card. If you haven't already linked an account, you can do so here.
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