Pet Insurance top ten FAQs
Here are the ten most popular questions we've been asked about pet insurance.
If you have a question that is not answered below you might like to search our interactive FAQs.
How long will it take for my claim to be paid?
We try to pay you within five days of a claim being made. However, this depends on your claim. To help speed things up, make sure you send us all the invoices and receipts from your vet along with your pet's full medical history.
What do I do if my pet goes missing?
Call us and we'll take the details from you and send you a claim form. If it's your dog that's missing, you'll need to report this to the police within two days of the disappearance. If it's your cat, you'll need to report it to your vet and local rescue centres within ten days of the disappearance. We may need evidence the reports were made.
What do I do if my pet is involved in an accident?
Call us and we'll take the details from you and send you a claim form.
What animals do you insure?
We insure cats and dogs.
What should I do if I don't want you to send me any marketing material?
We give you the chance to tell us during the quote process if you don't want to be sent any marketing material. You can also contact us at any point to request no marketing literature is sent.
What's the policy excess?
It's the amount you have to pay towards the cost of the claim. For vet fees the excess is £60 for each claim for a new illness or injury. For third party liability claims and accidental damage claims the excess is £250 for each property damage claim. There's no excess for other types of claim like advertising and reward if your pet is lost or stolen.
What's your claims number?
Our claims number is 0845 600 4828 and the opening hours are:
8am - 6pm Monday to Friday
9am - 2pm Saturday
For Textphone call 18001 followed by the advertised number.
Calls may be recorded for training and monitoring purposes.
If I make a claim, will it affect the next year's premium?
No, we don't apply any additional discounts or premium increases based on the claims history of your pet. We want to make sure your pet gets the care and treatment they need as quickly as possible and don't want to put you off from claiming out of fear of affecting your premium.
Will you stop insuring my pets once they get to a certain age?
No, we don't have an upper age limit, apart from under the death from illness cover which stops when your dog reaches 9 or your cat reaches 11.
How do I cancel my policy?
You can cancel your policy up to 14 days from when you receive your documents. As long as no claims have been made in this time, we'll refund your premium in full.
If you don't cancel during these 14 days, your policy will continue as normal. If you decide to cancel after this 14 day period, you must give us seven days' notice in writing. As long as no claims have been made, we'll refund the amount of the premium you haven't used. If the amount due when you cancel your policy is more than the amount you've paid, you must pay us the difference.
If you've made a claim, we'll cancel your cover but not refund any premium. If you're paying in instalments, you must still pay us the balance of the full annual premium.
We also have a right to cancel your policy at any time by giving you seven days' notice in writing. We'll send our letter to the latest address we have for you. If we cancel your policy, we'll refund any premium you haven't used.
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