How to File a Lemonade Pet Insurance Claim (Step-by-Step Guide)

Before Your Vet Visit: Be Prepared

Before your pet's appointment, confirm your Lemonade policy is active and note your deductible status. At the vet, always request an itemized invoice (not just a receipt) and ask for SOAP notes or medical records describing the diagnosis and treatment. Lemonade's review process requires this level of documentation for accurate claim assessment.

Step 1: Open the Lemonade App and Start a Claim

After paying your vet bill, open the Lemonade app on your phone. Tap the pink button at the bottom of the screen and select File a Claim. The app will ask you to record a short video explaining what happened to your pet in your own words. Be specific - mention the symptoms, when they started, the diagnosis, and the treatment received.

Step 2: Upload Your Documentation

After recording your video, the app prompts you to upload supporting documents. You will need: the itemized invoice showing all charges broken down by service, the SOAP notes or medical records from your vet, and any prescription receipts for medications. Make sure all documents are legible. Blurry or incomplete invoices are the most common cause of claim processing delays.

Step 3: AI Review - What Happens Next

Lemonade's AI claims bot immediately begins reviewing your claim against your policy terms. For straightforward, unambiguous claims - such as a broken bone or a new illness clearly unrelated to prior conditions - the AI can approve and initiate payment in seconds. For claims involving potential pre-existing conditions or complex treatment types, the AI flags the claim for human review, which typically takes 2 to 5 business days.

Step 4: If Your Claim Is Denied

If Lemonade denies your claim, you will receive a denial notice in the app explaining the reason. Common denial reasons include: the condition was classified as pre-existing, the treatment occurred during the waiting period, or the treatment is explicitly excluded from your policy. If you believe the denial is incorrect, you can appeal directly in the app. Provide a written explanation and attach supporting documentation from your vet, such as a letter stating the condition was not pre-existing.

Step 5: Receive Your Reimbursement

Once your claim is approved, Lemonade deposits reimbursement directly to your linked bank account. For AI-approved claims, this can happen in seconds. For human-reviewed claims, expect 2 to 7 business days after the approval decision. Lemonade does not mail paper checks. Add your bank account under Profile then Payment Methods before submitting your first claim to avoid any delay.