When a pet insurance policy is issued or delivered, the insurer must include a written disclosure printed in 12-point boldface type (Insurance Code §12880.6). Its job is to tell the policyholder where to turn for help, and in what order.
It must contain:
The Department of Insurance's mailing address, toll-free telephone number and internet website address
The address and customer service telephone number of the insurer, or of the agent or broker of record
A statement that the department should be contacted only after discussions with the insurer, or its agent or other representative, have failed to produce a satisfactory resolution of the problem
If an agent or broker issued or delivered the policy, a statement advising the policyholder to contact the broker or agent for assistance
Order of escalation: the insurer or agent first, the Department of Insurance second. A notice telling the owner to contact the department before talking to the insurer would have it backwards.
Do not mix up the two documents: this 12-point boldface notice of contacts is separate from the "Insurer Disclosure of Important Policy Provisions," which is delivered with a new policy in at least 12-point type.