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Claims
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What is unlimited vet support?
Read moreAll 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. Find out how to access... -
How do I get an update on my claim?
Read moreYou can track your claim by logging into My Account. Just click on 'My claims' to see any status updates. If you haven't heard from us yet, don't worry. If we've emailed you to say we've received your claim, we'll get in touch if we need any more... -
How do I make a claim?
Read moreThe quickest, most convenient way to make a claim is via My Account. Because you can easily submit all the information we'll need straight away (like invoices and medical history), it helps us process your claim much faster. If you'd prefer to make... -
Do I need a claim form?
Read moreNope, there's no need for any forms! Just submit your claim via My Account - we'll ask for all the information we need there. To help us process your claim as quickly as possible, we'll need you to upload a paid, itemised invoice. The more... -
How do I submit a continuation claim for an ongoing condition?
Read moreFor an ongoing condition, the fastest way to claim is via My Account. You can either add a new claim each time your pet has treatment, or wait and submit a series of treatments together as one combined claim. Remember, you have 12 months to submit... -
My pet is sick
Read moreAll our customers with vet fee cover can get unlimited, 24/7 online vet advice. Please note, if your pet is seriously unwell we recommend you contact your vets immediately. This service is not available on Liability only policies. -
Can you help find my pet?
Read moreWe’re very sorry your pet is missing. Please contact us as soon as possible after your pet goes missing - we can give some advice to help with their safe return. If you have Lost or Stolen cover as part of your policy, please consult your policy... -
What is my claims limit for bilateral conditions?
Read moreA bilateral condition is a condition that can occur on both sides of the body. You can learn more about bilateral conditions here. We’ll cover treatment for the following conditions, on both sides of the body, if your pet never suffered from them... -
Can you help with posters/flyers for finding my pet?
Read moreWe’re very sorry your pet is missing. Please contact our Claims team on 0345 646 1213 as soon as possible after your pet goes missing - we may have some suggestions to help with its safe return. If you have Lost or Stolen cover as part of your... -
What reward can I offer if my pet goes missing?
Read moreWe hope your pet stays safe and sound. However, if you have the Lost or Stolen cover on your policy and they do go missing, please contact us as soon as possible on 0345 646 1213 - we may have some suggestions to help with its safe return. The... -
What should I do if my pet returns after being declared lost or stolen?
Read morePlease contact us on 0345 646 1213 to let us know the good news as soon as possible. If you have the Lost or Stolen cover included on your policy, please bear in mind that we are unable to pay for any advertising or rewards costs if your pet... -
What happens if my claim is lower than my MoneyBack amount?
Read moreIf you're on the MoneyBack policy, your pet will be covered for up to £7000 in vet fees each year. If you bought your policy after 02/12/2021 and included MoneyBack, this will appear as an option. Your vet fee limit would be determined by the... -
What are the waiting periods before I can claim?
Read moreA waiting period, which begins the day after you buy your policy / add a new pet to an existing policy, is a set amount of time you’ll need to wait before making a claim on your insurance. If you’re switching from another insurer and your pet has... -
How long do I have to submit a claim?
Read moreWe 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. -
What will I need to submit a claim?
Read moreTo help us process your claim as quickly as possible, please send us an itemised invoice from your vet. Find out more about how to make a claim here. -
How do I prove the value of my pet if I need to make a claim?
Read moreIn the sad event that your pet is lost, stolen or passes away, provided you have the appropriate cover, we can help with costs relating to the original value of your pet. If you have recently purchased a puppy or kitten, please make sure you safely... -
How long will it take to assess a claim?
Read moreWe 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... -
Can you pay claims directly to my vet?
Read moreYes, we can liaise with your vet directly, as long as they're happy to do so. Please check with your vet practice first. When submitting a claim via My Account, all you need to do is select your Vet as the Payee. Find out more about how to make a... -
Can you pre-authorise my claim?
Read moreNo, we're not able to pre-authorise claims as we review each claim on an individual basis. To view the details of your pet's cover, please log in to My Account. You can also find all of our policy documents here. -
Do you offer a no claims discount?
Read moreThis isn’t something we currently offer at the moment. However our MoneyBack policy/option does give you 20% of your premium back at the end of your policy year if you do not make any claims. If you have multiple pets with MoneyBack and claim for... -
What is liability cover?
Read moreIf you're researching whether pet insurance is right for you and your dog, liability is an important factor to consider. We've written an article about why people might need pet insurance, including liability cover, here. Liability cover is... -
Can you cover behavioural conditions?
Read moreWe want to help you look after your pet. While it's essential to maintain their physical health, we also understand that their happiness is important too. That's why we include cover for behavioural conditions on our pet insurance policies if your... -
What is my excess, and how does it work?
Read moreWhat 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... -
What happens if my cover runs out?
Read moreWe want you to know your pet is being looked after if they become ill, so our insurance policies are designed to help with unexpected costs. There are times your pet may have multiple illnesses or need ongoing treatment. Each of our products has a... -
When do I get 20% of my premium paid back if I don’t claim with my Moneyback policy/option?
Read moreWithin 90 days of your policy renewing. Of course, as long as you haven’t received a payout from us in a policy year. -
What happens if my pet passes away?
Read moreWe hope your pet lives a long, happy and healthy life. However, should the worst happen, we may be able to help. If you have selected the Passing Away cover on your policy, we can cover the value of your pet if they pass away due to an accident or...
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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.
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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