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Claims

  • What is my excess, and how does it work?

    What is an excess? An excess is a contribution that you would need to make in the event of a claim. Most insurance policies will have an excess on them, including those in our own range. However, if your pet is under the age of 9, we do have a...
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  • How long will it take to assess a claim?

    We aim to pay out on claims as quickly as possible so that you can concentrate on helping your loved one with their recovery. Between July 2019 and January 2020, we paid out 97% of claims. Our online claims process allows us to gather information...
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  • How do I get an update on my claim?

    Track your claim in the Existing Customers section of our site, this is kept up to date and if you have not heard from us, don't worry. We are working on it and we will contact you if we require any additional informationTo view the claims status...
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  • How long do I have to submit a claim?

    We ask you to submit all claims within one year of the date of treatment. To learn more about our claims process, you can read our guide here.
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  • How do I make a claim?

    All customers can submit claims by logging in with their email and password through the Existing Customers area of our website, you will find the service in the ‘my quotes and policies’ area when you click on ‘My Account’. If you would prefer to...
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Renewal

  • Why has my premium gone up at renewal?

    When we work out your renewal price we look at lots of factors - like where you live, your pet's age, if they're spayed or neutered, and how much treatment costs. For example, veterinary science is always developing more sophisticated treatments....
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  • What happens at renewal?

    We’ll send your renewal invite 28 days before your policy is due to renew to remind you. Please remember to read through your policy information and make sure it’s right for you and your pets needs. If you’re happy, you don’t need to do anything. ...
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General Q&As

  • How to contact Claims

    If you need help with a current claim or would like to make a claim you can contact us via the following: To submit a claim: Login to 'My Account' then click on 'My policies and quotes' and you can start a new claim on the policy for the pet you...
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  • How do I renew my policy?

    We will automatically renew your policy so there is no need to contact us unless you wish to make changes to your policy or cancel your renewal. You can request these changes via the following: Online:  You can submit your request by using the...
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  • How do I make an outstanding payment?

    you can contact us via the following: Direct Debit Call us: 0345 340 4090 we can discuss any payment related questions. Annual Card payment Call us: 0345 340 4090 we can discuss any payment related questions. We are not able to update payment...
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  • When will I receive my refund?

    Refunds can take between 5-10 working days to reach your account. If you're still waiting on your refund payment then please give us a call on 0345 340 4090 (9am-7pm, Monday-Friday and 9am-5.30pm on Saturdays) and we'll do our best to help! ...
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  • How do I track my claim?

    You have two ways you can track your current claim: Online: In ‘My Account’ select the policy with the current pet you are claiming for under ‘My quotes and policies’ Call us: 0333 130 4552 to discuss your current claim
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Policy Info

  • How to update your pet's spayed/neutered status online

    We have recently added this feature to the “My Account” area on our website. Below is a video guide to walk you through it! Remember you can also Add or Remove your pet online too!
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  • I can’t afford to pay for the policy. What can I do?

    Finances can change from time to time, we’d like to help and that’s why we offer interest-free payment breaks. We can also look at reducing your costs by looking at different products, changing your excess or co-payments. If you’d like to hear...
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  • Why do you have a 14-day waiting period?

    All our policies come with a 14 day waiting period.  This means that if your pet becomes ill in the first 14 days, you will have to pay for any treatment but we will cover any further treatment for that condition after the 14 days has expired. If...
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  • What is lifetime cover?

    Lifetime (or ‘yearly limit’) insurance covers vet fees up to the stated limit every year. This can be a good option if you're concerned about your pet developing a long-term or recurring illness. Any ongoing or recurring illnesses can be covered...
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  • What happens when my pet reaches 9 years old?

    Unlike some insurers, we continue to insure pets no matter how old they are! However, it is worth bearing in mind that there may be some changes. Excess One of the main things to be aware of is that your excess for vet fees will increase after...
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Contact Us

  • How do I cancel my policy?

    We're sorry to hear you're thinking of cancelling your policy with us! We would love to look into possible options to lower/change your premium for you - if you would like us to send you some quotes then please let us know. To request a...
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  • How to contact us about your policy

    Did you know you can view and edit your policy details via My Account? You can also download your policy documents and submit any claims. If you still need help with your policy, you can contact us via the following: Claims For customers with...
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  • How do I update my policy?

    Please let us know if any information we have about you and your pet is incorrect or changes. This includes letting us know if your pet is neutered or spayed as this can reduce the cost of your cover. If you would like to update any details on...
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  • Where are my Policy Documents?

    When you purchase a policy with us, we send you a confirmation email with the policy document attached, so please check your emails to make sure this has arrived. Please also check your junk/spam folder, as they can sometimes end up in there...
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  • How to refer a friend?

    To refer a friend, please go to the My Account section of our website, select Refer a Friend and register to share. Once you've registered, you can share your unique referral link with a friend, or they can simply state your name at the checkout...
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Payments

  • What happens if I miss a monthly payment?

    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...
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  • Can I pay my premium by monthly Direct Debit?

    Yes! You can set up an interest-free monthly Direct Debit 😊 When purchasing your policy, either online or over the phone, you can choose whether you'd like to pay monthly or annually. If you select to pay by monthly Direct Debit, your payment day...
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  • Can I change my direct debit/monthly payment date?

    Thank you again for insuring your pet with us! 😊 We completely understand why you may want to change your payment date for your policy but due to the way our systems work, we are unable to change Direct Debit dates. This means your payment date...
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  • Can I pay my premium in one annual payment?

    Absolutely! 😊 When purchasing your policy, whether online or over the phone, you can choose to set up a monthly Direct Debit or pay your annual premium in full. (Please note with our value2k we are unable to support annual payments). When getting...
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Quotes

  • New £99 excess and how this will work

    We are always listening to the voice of our customers and understand that we need to act on what we hear. Doing just that we have introduced a new excess option! From 06/03/2020 a new excess option of £99 is being added to all our products....
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  • Your quote is too expensive - can I get a better deal?

    We're sorry to hear that our quote doesn't meet your needs. We have tried to keep our prices as fair as possible for the level of cover provided, but understand this means we're not always the cheapest. It's worth bearing in mind that a cheaper...
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  • I don't vaccinate my pet - can you still insure them?

    When a customer purchases a policy with us (either online or over the phone), they are asked to agree to all the declarations and assumptions, including the following: "You understand that you will not be covered for any vaccinable illness unless...
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  • I can't find my dog's breed

    Can't find your dog's breed on our list? On our quote page, you will be asked to enter your dog's breed. It is important to make sure you enter the correct breed, as this is a factor that affects the pricing of your pet insurance policy. We've...
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  • Can I add another pet to my policy?

    Yes you can! There is no limit to how many pets you can have on the same policy, and any policies with more than one pet will have a multi-pet discount of up to 15% automatically applied. (The multi-pet discount is unfortunately not available on our...
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Pre-Existing conditions

  • What are bilateral conditions? Do you cover them?

    What is a bilateral condition? A bilateral condition is a medical condition that can happen on both sides of the body. Examples are cruciate ligament issues, slipping knee caps (also known as luxating patella) or joint dysplasia (such as hip or...
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  • What is seen as a pre-existing condition?

    This is anything that your pet has had treatment, medication or advice for in the last 24 months. Treatment - e.g an operation before the policy started. Medication -  e.g ongoing medication or recent medication is given before policy has started....
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  • Can you cover my pet's pre-existing condition?

    We want to make better insurance for everyone. That's why we've created a new approach to pre-existing conditions for our pet insurance policies. If you're looking to find cover for an illness or injury that has required treatment, medication or...
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  • Pre-existing Policies explained

    Firstly, what is a pre-existing condition? A ‘pre-existing condition’ is any injury or illness that’s needed treatment, medication or vet’s advice in the last 24 months. A lot of insurance companies won't cover a condition again if it happened in...
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About Us

  • ManyPets Flea, Tick and Worming

    What is ManyPets Flea, Tick and Worming? The ManyPets Flea, tick and worm plan is our latest commitment to pet parents. We want to help your furry friends stay well and make pet health convenient, accessible and affordable. We've worked closely...
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  • Unsubscribe or Delete your ManyPets Account

    We are sorry to see you go! 😔 Our website allows you to delete your account or to change your email preferences in the “My account” area.  In order to change your email preferences please click here > scroll down to Email preferences and...
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  • How do you work with your insurance partners?

    How do you work with your insurance partners? We negotiate discounts directly with our insurance partners for our members. To access these deals, you can join the group that is most appropriate for your needs and get a quote from there. We have...
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  • Is my cover safe with you?

    In the past 5 years we've helped over 130,000 people find better insurance. Our policies are protected by the FSCS and underwritten by Great Lakes Reinsurance (UK) SE. \*Great Lakes is owned by Munich Re, one of the world's largest reinsurers, so...
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Have more questions?