You already have pet insurance — do you know how to use it? A practical Mi Mascota GNP guide

In Mexico, having a dog or a cat has gone from the exception to the norm: according to INEGI, roughly 7 out of 10 households have at least one pet. Even so, few insure them — and among those who do, even fewer know what to do the day they actually need the policy.

And that day usually shows up unannounced: a fracture after a bad jump, an illness that needs tests, or even a bite to a third party that turns into an unexpected bill. Signing the policy is only half the job; the other half is knowing how to activate it on time and without friction. This guide walks you through it step by step.

First, know what it covers

Before you report anything, it helps to know what your Mi Mascota GNP policy protects. You can review the product on our pet insurance page. Its four coverages address the most common situations:

• Veterinary Medical Expenses: reimbursement for accident or illness.
• Death: indemnity if your companion passes away due to accident or illness.
• Theft with violence: indemnity when your pet is taken by force (requires a police report).
• Third-Party Liability: covers physical or material damage your pet causes to a third party.

One key detail that makes the difference between a smooth claim and a slow one: every coverage is paid via reimbursement. You cover the expense and GNP pays you back once the claim is approved. That's why saving every invoice from day one is your best ally.

Step by step: how to file a claim

The golden rule is simple: report immediately or, at the latest, within 24 hours of the event. The sooner you open the case, the faster everything moves. You have three channels:

1. By phone

Call Línea GNP: 55 5227 9000, option 4-4. Have your policy number, event details (place, date, description) and a contact (name, email, phone) at hand. On the same call they'll give you your claim number and case number — write them down, they're your reference.

2. From the Soy Cliente GNP app

Open the "Mi Mascota GNP" section → find your policy → Detail → File a claim. You can download the app on GNP's official site.

3. From the Soy Cliente GNP portal

Go to My Policies → Damage → Actions → File a claim. Practical tip: if you report via the app or portal, all communication and document requests stay in that same channel, so the full history lives in one place.

The documents they'll ask for

Getting the paperwork right up front avoids back-and-forth. What's required depends on the coverage, but these are the basics to have ready:

• Recent vaccination card with a photo (required for every coverage).
• Valid government ID of the policyholder (INE, passport or professional license).
• Bank information form and bank statement no older than 3 months (payment is by reimbursement).
• Claim letter with facts, date, name and signature of the policyholder.
• Invoices or receipts for medications, consultations, tests and fees (Veterinary Medical Expenses).
• Police report (Theft with violence and, if a third party was injured, Third-Party Liability).
• Death certificate or medical certificate stating the cause (Death).

GNP will also provide the Article 492 form, required for every claim under the Insurance Contract Law.

What happens next: claim timing

Once you deliver the complete documentation, GNP issues a ruling within 5 business days and notifies you by email and SMS with one of three answers:

• Activation: information is missing; they tell you exactly what to add.
• Approval: you receive a letter with the detail of amounts to be paid.
• Rejected: they explain in a letter why it doesn't apply.

If something is missing, don't worry: "activation" isn't a rejection — it just means a document is missing to move forward. If you believe your claim wasn't handled correctly, CONDUSEF can guide you.

Don't forget your assistance benefits (the perk almost nobody uses)

Beyond claims, your policy includes assistance services designed for your pet's daily life:

• Basic (in every package): phone vet guidance, deworming and flea pipette, rabies vaccine and cremation for illness or accident.
• Optional (contracted separately): spay/neuter, bath and dog grooming, nail clipping and ear/dental cleaning, and in-network or at-home vet visits.

To use them, call Línea GNP 55 5227 9000, option 8-4, with your policy number and current vaccination card at hand. Tell the agent which service you need and they'll assign the closest option; you'll get confirmation within 48 hours. On the day of the appointment, bring official ID and your pet's card.

Two protocols worth remembering: the rabies vaccine is applied once a year, in line with the Mexican Ministry of Health guidance, and spay/neuter has a 180-day waiting period from the policy's effective date.

Your stress-free checklist

• Report within the first 24 hours.
• Save every invoice from day one (payment is by reimbursement).
• Always keep policy + current vaccination card handy.
• Write down your claim and case numbers.
• Use the same channel for all follow-up.
• Use the assistance benefits — you're already paying for them.

Being prepared doesn't mean expecting the worst; it means that if something happens, you can focus on your pet and not on the logistics.

If you're still weighing how to protect your dog or cat, or want to check whether your current package is right for their age and needs, you can quote Mi Mascota GNP and talk it through with a Donner & Asociados advisor; we're glad to help you pick the protection that fits your four-legged companion.

Informational content only. Coverage, sums insured, deductibles and applicable conditions are governed by each product's General Conditions registered with the CNSF and available at gnp.com.mx.