All articles
Getting started

Connect your insurance policy

Enter your carrier, deductible, reimbursement %, and annual cap.

Go to Policy in the side nav and enter the four numbers Heel needs to project reimbursements:

  1. Carrier— pick from the dropdown, or type a custom name if yours isn't listed.
  2. Annual deductible — the dollar amount you pay before reimbursement starts each policy year.
  3. Reimbursement percentage — usually 70%, 80%, or 90%.
  4. Annual maximum — the per-pet cap, or leave blank if your plan is unlimited.

Heel uses these to compute the expected reimbursement on every eligible line item. When the real EOB arrives, the difference becomes the variance, which is what the "Explain the money" breakdown unpacks.

Was this helpful?
Contact us

Didn't find your answer? Write to us.

We read every message. The gaps we hear about most are the next articles we write.

Send us a message.

Every message goes to a real person on the Heel team — currently, the founder. We read everything that comes in.

Never include passwords, payment details, or 2FA codes — we'll never ask for them.
Response time
We aim to reply within 3–5 business days. Beta users go to the top of the queue.
Who you'll hear from
A real person on the Heel team — not a ticketing bot.
Sensitive info
Never share passwords, payment details, or 2FA codes — we'll never ask for them.

When you write in, include:

  • The email on your Heel account (so we can find you)
  • What you were trying to do, and what happened instead
  • A screenshot if it's a visual issue — attach to a reply once you've got a thread
  • The invoice or EOB ID if it's about a specific document
  • Roughly when it happened (helps us find logs)