Learn how to best prepare for your virtual appointment.
Will I receive reminders of my virtual appointment?
When setting up the TELUS Health MyPet app, remember to turn on your mobile push notifications on, so you can receive appointment reminders. The TELUS Health MyPet app will provide 3 notifications: 24 hours, one hour, and 10 minutes before your virtual appointment.
Will I receive a receipt for my virtual veterinarian appointment?
Yes, you will receive an in-app receipt. It will include all relevant details necessary to submit to your insurance provider if you have coverage. You will also have the option to download a copy to your device by selecting
To access your receipt, navigate to the
tab and select your appointment.
Will the notes from my virtual appointment be shared with my family veterinarian?
Yes, when requested, we will securely send a copy of your pet's TELUS Health MyPet medical records to your family veterinarian.
Are virtual appointments covered by my pet owner's insurance?
Please check with your pet insurer for your policy coverage.
What can TELUS Health MyPet veterinarians treat?
We recommend seeing an in-person veterinary clinic of your choice if your pet requires a physical examination. For medical emergencies, please contact your nearest Emergency Veterinary Hospital.
TELUS Health MyPet veterinarians can help with general wellness, medical triage, diagnosis and treatment of various medical conditions in dogs and cats. After seeing a veterinarian, you will be given a treatment plan which may include a referral for a physical exam and/or certain diagnostic tests.
If you have more than one health concern to discuss, the veterinarians will address your highest priority issue first. If not all of your pet's health concerns are addressed, we encourage you to book another appointment the following day.
While we find video-based appointments appropriate for most concerns, there are situations where our veterinarian will advise you to go in-person to a veterinary clinic of your choice for a specific test or examination. In these scenarios, the veterinarian will direct you on the next steps and the level of urgency.
When is a virtual appointment with a veterinarian not appropriate for my pet?
Virtual appointments are not appropriate for the following medical problems and emergency veterinary care should be sought immediately if your pet is experiencing any of the following symptoms or problems:
Weakness and collapse
Bleeding from the mouth, nostrils or rectum
Coughing, urinating or defecating with blood
Inability/straining to urinate or defecate
Severe vomiting or diarrhea
Not eating and/or drinking water for 24+ hours
Ingestion of toxins
Sudden changes in mentation: lethargy, confusion, stuporous, difficulty rousing from sleep, unconsciousness
What happens if the TELUS Health MyPet veterinarian determines that a virtual appointment is not appropriate for my pet’s concerns?
If the veterinarian determines within the first few minutes of the appointment that your pet's concerns are best suited for in-person care, the appointment will be cancelled and you will be fully refunded the cost of the appointment. The refund is credited back using the original payment method within three to five business days.
We recommend referring to what our veterinarians can help with prior to booking an appointment.
What should I do if I notice something unusual within the app?
If you notice that the app is not performing as expected, try closing the app and launching it again. If your issue persists, please report this to us by emailing TELUSHealthMyPet@telus.com. In addition, if you can send us a screenshot of the issue, it will help us understand and investigate further.