Below you can find the answers to questions you may have about pet insurance
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.
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.
How long will it take for my claim to be paid? We aim to pay 7-10 working days of receipt of the claim form. 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 animals do you insure? We insure dogs and cats.
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, 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.
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.
Do I get a discount if I insure more than one pet? Yes, if you insure more than one pet on the same day you'll get a 5% discount on each policy. If you already have a pet policy and you take out a new one, the new policy will get a 5% discount and your existing policy will get updated with the 5% discount at renewal.
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 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.
Want to call for a quote?
call our UK-based call centre on:
0800 022 3906
8am - 8pm Monday to Friday
9am - 5pm Saturday
Calls may be recorded
Existing customers should contact us for copies of their policy documents