Getting the most out of your Lemonade pet insurance means knowing your way around the app. Here’s everything you need to know to manage your policy, connect with vets, file claims, and keep your pet’s info up to date.
Quick app tour: The essentials
Your Lemonade app is built to make pet insurance actually simple. Everything you need lives in one place. No phone calls, no paperwork, no hassle.
The main areas you’ll use:
- Policy tab: Review and change coverage details and payment info
- Pet profile: your pet’s health records and info
- Chat with Maya: Instant help with claims, payments, and questions
- Connect with a vet: Telehealth visits when you need them
Most tasks take under a minute. Seriously.
Finalizing policy details
When you first purchase your policy, you’ll need to complete your pet’s profile in the app. Maya will chat with you to gather some key information:
What we’ll ask for
- Your pet’s primary vet
- Any other vets your pet has visited in the past 12 months
- The name of your pet’s other parent
- Your pet’s adoption date
- If this is their first pet insurance policy
Can’t find your vet?
If your vet isn’t in our pre-set list, click “I can’t find my vet’s clinic” and provide:
- Clinic name
- Clinic phone number
- Clinic email
This quick chat with Maya ensures we have everything needed to process claims smoothly and keep your pet’s profile complete. When you provide your vet’s details, we can also request medical records directly from them to complete your pet’s profile.
Managing your payment info
Need to update your payment method? It’s a 30-second fix.
- Tap the little human icon in the top left corner of your screen
- Tap “Billing details” under “Your account”
- Tap “Update” and add your new card info
- Save, and you’re done
We’ll use your new payment method for your next billing cycle.
Reviewing your coverage (And making changes)
Want to see what you’re covered for? Or maybe add wellness coverage because your pup needs those annual shots? You can review and adjust your coverage right in the app.
Checking your current coverage
- Tap the paw print at the bottom of the app
- Select your pet’s policy if you have multiple pets
- Review your coverage details: base coverage, add-ons, deductible, reimbursement percentage
You’ll see exactly what’s included: accidents, illness, diagnostics, surgery, meds, emergency care. If you added wellness coverage, that’s there too (checkups, vaccines, flea and heartworm prevention).
Making real-time coverage changes
No phone calls, no headaches, just instant changes when you need them. What you can adjust depends on your policy timing:
| Policy stage | What you can change* |
|---|---|
| First 14 days | Almost everything Add/remove wellness, change limits, adjust deductible and reimbursement |
| Mid-term | Downgrades only Lower limits, remove add-ons, increase deductible (availability varies by state) |
| Renewal time | Flexible Downgrades and eligible upgrades (that go into effect once your policy renews) |
How to make changes in the app
- Tap the paw print at the bottom
- Select your pet’s policy
- Scroll to find your coverage options
- Toggle add-ons on/off or use dropdown menus for limits
- See your new price immediately
- Confirm your changes
What to expect
- Grayed-out options: Unavailable changes based on your policy details
- Multiple pets: Each policy adjusts individually with different available options. Making changes to one pet’s policy won’t change the other’s
- Immediate pricing: Review cost changes before confirming
- Clear timing: The app shows exactly when changes take effect
Special situations
Preventative coverage: If you’ve already used some of your wellness benefits, the app shows what’s left and changes can be explored at renewal.
Medical record requirements: Some add-ons need vet records for approval and will show as “pending” while we review.
Changes go into effect at 12:01 am the day after they’re made, or at your next renewal. The app tells you exactly when and shows the cost difference before you confirm.
Getting help from Maya
Maya is your 24/7 insurance assistant who can handle most of your questions instantly. Just tap the chat icon (thought bubble with a question mark) in the top right corner of the app to get started.
| What you need | How Maya helps |
|---|---|
| File a claim | Step-by-step guidance. Upload vet bill photos and submit in under 2 minutes |
| Check payment history | Pulls up all payments, due dates, and receipts |
| Update your address | Handles address changes immediately |
| Check claim status | Shows where your claim stands and expected reimbursement timing |
| Cancel your policy | Starts cancellation but offers other options first |
| General questions | Knows all your policy details: coverage, deductibles, start dates |
Maya works 24/7. She’s faster than email and way easier than phone calls. Most questions get answered in seconds.
Connecting with a vet
Need quick veterinary advice? Connect With a Vet through our Chewy partnership gives you free access to veterinary experts, 6 AM–12 AM ET, 7 days a week.
- Hit the paw print icon at the bottom of the screen
- Select “Connect with a vet”. This will direct you to our partners at Chewy
- Log into your Chewy account or create one (we recommend using the same email as your Lemonade account)
- Get directed to the Connect With a Vet landing page where you can text with a veterinary professional
- Finish setting up your profile and get connected!
This works great for minor concerns and behavioral questions. It’s not a replacement for your regular vet, but it’s perfect for peace of mind.
Important: The team can’t prescribe, diagnose, or treat. For emergencies, go to your vet immediately.
For questions about Connect With a Vet, contact Chewy directly at 1-833-898-4859
Quick tips for app success
Keep the app updated: New features drop regularly, and updates improve speed and functionality.
Enable notifications: Get claim updates, payment reminders, and coverage tips delivered directly.
Add your vet’s info: Complete vet details in your Pet Profile speed up claim processing.
Use Maya first: She’s faster than email for most questions and available 24/7.
Take photos of vet bills immediately: The app’s camera feature makes claim filing seamless, and you won’t lose the paperwork.
Your pet deserves the best care… and the easiest insurance experience
The Lemonade app puts everything you need at your fingertips. From filing claims in under 2 minutes to chatting with Maya 24/7, managing your pet’s coverage has never been simpler.
Ready to protect your furry family member? Get a quote in 90 seconds and see why thousands of pet parents trust Lemonade for coverage that actually works when they need it most.
*Availability and eligibility for policy changes varies by state
A few quick words, because we <3 our lawyers: This post is general in nature, and any statement in it doesn’t alter the terms, conditions, exclusions, or limitations of policies issued by Lemonade, which differ according to your state of residence. You’re encouraged to discuss your specific circumstances with your own professional advisors. The purpose of this post is merely to provide you with info and insights you can use to make such discussions more productive! Naturally, all comments by, or references to, third parties represent their own views, and Lemonade assumes no responsibility for them. Coverage and discounts may not be available in all states.
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