Our new, improved video vet service

No. It's there to check if an issue is serious or to solve any worries quickly. It's there to supplement - not replace - regular vet visits.

You must see your vet if you suspect something is seriously wrong with your pet.

No. All of our insurance plans include video vet calls, the symptom checker and live chat as standard. We don't charge extra for the service, and you can use it 24/7.

You should use Joii to get a professional to check mild symptoms when you can't see your vet.

You can access Joii through My Account.

We do all the magic. When you click the link in the My Account, Joii will recognise that you’re one of our customers.

No - you can access the web version of Joii through your computer or laptop, too. You'll just need a webcam, microphone and a good internet connection for video vet calls.

Unfortunately, no. The service exists to give you access to an online consultation as soon as possible or for when you can't get one at your current vet.

But all of Joii's vets and veterinary nurses are fully registered with the Royal College of Veterinary Surgeons (RCVS), so your pet is in safe, qualified hands.

No. It's an online video vet, symptom checker and live chat service only. Joii can put you in contact with a local vet if you need.

No. If it’s a pet health emergency, please see your own vet to avoid any treatment delays and get your pet the help they need.

Joii is designed for non-urgent pet health concerns, routine advice and general guidance.

Yes. Joii will share details about consultations with us.

This is not always possible. But all video or live chat vets have access to your pet's medical record with Joii and will be able to pick up where a previous vet may have left off.

Yes, many examinations can be effectively carried out online.

To make the most of your examination. Before you call them, make sure to have:

• A strong wi-fi connection

• Good lighting

• Notifications enabled

• Your device charged

• Your pet with you

Not automatically. Joii is independent. With your permission, they may request to share your history with your vet practice, previous digital provider and vice versa.

This can't take place without your permission. Your treatment plans from Joii are always available in the Joii dashboard should you need to show your local vet.

Yes. All of Joii's vets and nurses are fully qualified and registered with the Royal College of Veterinary Surgeons (RCVS).

No. Joii doesn't cover treatment and out-of-hours costs; they just provide an appointment over video call or live chat to diagnose an issue and suggest next steps. They also provide a symptom checker.

You should check the exact terms and conditions of your insurance plan before making a claim, and you can always review details in your handbook.

We'd recommend using live chat or symptom checker in these instances, which is a good alternative to video vet calls. That way, you just need a computer, mobile or tablet with a stable internet connection.

If you have trouble accessing My Account, try resetting your password. If that doesn't work, please contact us.

We're sorry you've had problems with the service. Please visit our contact us page to find out how to contact Joii and solve any issues you have.