What happens if I miss a monthly payment?

Last updated a year ago - 2 min read

If you pay your premium by monthly Direct Debit, your payment date will be the same day of the month that your policy first started (the only time this will change is if it falls on a weekend or bank holiday).

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).

If the second attempt is still unsuccessful we will contact you again by email, asking you to call us to make the outstanding payment over the phone. Your cover will remain in place for the next 14 days – this will be outlined to you in the email that we send.

To make sure your cover is continual, please call us within this time-frame. 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.

If you're paying for your policy by Direct Debit, we recommend you add and to your contacts, to ensure any future communications are received.

If you have any questions or would like clarification on our payment procedures then we're here to help – you can reach us by calling 0345 340 4090, or emailing

Have more questions?

Claiming online

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.

Make a claim

Unlimited vet support

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.

Learn more