How do I make an outstanding payment?

Last updated a year ago - 1 min read

If a Direct Debit payment fails on the first attempt, don’t worry – your cover will still be in place, and we will simply try again 5 working days later (we’ll also send you a notification to let you know). You don't need to do anything 😊

If the second attempt is still unsuccessful we'll simply pop you an email asking you to give us a quick call to make the outstanding payment over the phone. Your cover will still remain in place for the next 14 days.

It's really important to call us within the timeframe provided so that there's no gap in cover for your lovely pet(s)! If we don’t hear from you, your policy will be suspended. This means that any claims will be put on hold until all the payments are up to date.

Please note that if we don’t hear from you within 10 days of suspension, we will unfortunately need to cancel your policy automatically.

Feel free to give us a call on 0345 340 4090 (9am-6pm, Monday-Friday and 9am-1pm on Saturdays) and we'll do our best to help 👍

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Claiming online is easy, log in to My Account, select the policy you would like to make a claim against and upload your invoices, we’ll do the rest.

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All our customers with vet fee cover can get unlimited, 24/7 online vet advice. We give you unlimited online access to UK-registered vets, so that you can get fast, expert advice if your pet looks unwell or has an injury.

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