The Association Blog

“It’s not just a financial product,” states The Association’s Executive VP. “It’s a retention strategy.”

“Pet insurance.”

It’s a phrase most of us have heard—but in animal welfare, it’s often misunderstood, underutilized, or treated as a secondary consideration rather than a strategic tool. And yet, for the families we serve—and the pets we work so hard to place—it can be the difference between a temporary setback and a permanent surrender.

On a recent episode of The Intake Podcast, I sat down with two leaders who see this issue from very different—but deeply connected—perspectives: Brad Watkins, Director of Animal Welfare at MetLife Pet Insurance, and Matt Pepper, CEO of Michigan Humane.

Together, we explored a topic that creates confusion, and sometimes frustration, for both pet parents and animal welfare professionals: how pet health insurance works, especially when it comes to pre-existing conditions. What quickly became clear is that this isn’t just a technical conversation. It’s a strategic one. 

A Preventable Problem We Don’t Talk About Enough 

In shelters across the country, we see it every day: 

A pet is adopted into a loving home. Something unexpected happens—a medical issue, an injury, a diagnosis. The family is unprepared for the cost. And suddenly, they’re facing an impossible decision. Too often, that decision leads right back to us. This is where pet insurance has the potential to quietly, powerfully, change the trajectory. But only if it’s understood.

The Confusion Around “Pre-Existing Conditions”  

Let’s be honest: terms like waiting periods, medical records, and pre-existing conditions can feel opaque—even to those of us in the field. 

For adopters, they can be downright overwhelming. And here’s the critical piece: Timing matters. Documentation matters. Understanding matters. 

Many pet parents don’t realize that:

• Coverage decisions are often based on what is documented before enrollment
• Waiting periods can negatively impact whether a condition is covered
• Delays in enrolling a pet can limit future coverage options

From a shelter perspective, that gap in understanding can have real consequences—not just for the pet, but for long-term retention.

Why This Matters for Shelters 

So why should shelters care about pet insurance? This isn’t just a financial product—it’s a retention strategy. As Matt Pepper shared, shelters are increasingly thinking beyond the adoption moment. The goal is no longer just placing pets in homes, but in keeping them there.

And that means anticipating the pressures families will face after they walk out the door.

Pet insurance can: 

• Reduce the financial shock of unexpected veterinary care 
• Increase the likelihood that families seek treatment early 
• Support better long-term health outcomes for pets 
• Decrease the risk of owner surrender due to medical costs 

In other words, pet insurance can stabilize the very outcomes we’re all working toward.

The Role of Shelter Partnerships

This is where partnerships become essential. Organizations like MetLife are working directly with shelters to:

• Educate adopters at the point of adoption 
• Simplify enrollment processes 
• Clarify what coverage means—and what it doesn’t 
• Ensure adopters understand the importance of early enrollment 

And perhaps most importantly, these partnerships help normalize the conversation. Because when pet insurance is positioned as part of responsible pet ownership, not just an after thought, it becomes far more accessible and impactful.

A Shift in How We Think About Support

In animal welfare, we’ve made tremendous strides in recent years in how we think about support.

We’ve expanded access to: 

• Low-cost veterinary care
• Pet food assistance
• Behavioral resources
• Housing support

Pet insurance belongs in that same conversation. Not as a replacement for these services—but as another tool in a broader ecosystem designed to keep pets and families together. 

Where We Go From Here 

This is an opportunity for the field to lead. To:

• Educate adopters more intentionally
• Integrate pet insurance into the adoption experience
• Partner with organizations that can support long-term pet health
• And ultimately, reduce preventable returns driven by financial hardship

Because at the end of the day, the goal is simple: Fewer disruptions. Fewer surrenders. More pets staying exactly where they belong—with the people who love them. 

Learn More

Bright Idea: How One Shelter Integrates Pet Insurance Into Their Adoption Experience
4 Things to Know About Shelters & Pet Insurance