Pet insurance existing customers
Here's how to claim, renew, or make a change to your policyYou can manage your policy online
Need to change your address?
No problem, please fill in our online change of address form.
Do you want another person to have access to your policy?
You can nominate someone to access your policy on your behalf by filling in our online nomination form.
Prefer to call?
Mon to Fri 8am - 7pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls may be recorded
Can't find your documents?
Try checking your junk email folder as they might have ended up in there.
Request a copy of your documents
Prefer to call?
Mon to Fri 8am - 7pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls may be recorded
If you've got an LV= pet insurance policy, you can make the most of our pet helplines. Your cover includes access to a veterinary support and advice service which you can use if you have concerns about your pet’s health or welfare. Full details of the advice line and how to use it can be found in your renewal pack. We’re also here if you’d like to chat about bereavement counselling or ask any pet legal advice questions.
FirstVet
As an LV= pet insurance customer, you have free 24/7 access to online vets
Get started with FirstVet
Pet bereavement support service:
No one can prepare you for the loss of a beloved pet, but sometimes it can help to talk to someone who understands. The Blue Cross Pet Bereavement Support Service are only a phone call away...
Mon-Sun 8:30am - 8:30pm
For Text Phone first dial 18001
Calls will be recorded
Email: [email protected].
Legal advice helpline:
24 hours a day, 365 days a year
For Text Phone first dial 18001
Calls will be recorded
Before you claim you might have some questions...
Read our guide to what you can and can’t claim for
Ready to start your pet claim?
To get started, fill in our pet insurance claim form.
Ask your vet to fill in and sign the declaration before you return the form to us.
When you’re ready to send us your claim form...
Make sure you’ve filled in all relevant sections, signed and dated the form.
Attach any paperwork that we’ll need to proceed with your claim and send the form to us.
By email
[email protected]
By post
LV= Pet
PO Box 221
Huddersfield
HD8 1FP
To discuss an existing claim, please call:
Mon to Fri 8am - 7pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls may be recorded
Do you have a general enquiry?
Simply fill out our online form.
Prefer to call?
Mon to Fri 8am - 7pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls may be recorded
Need to make a complaint?
We'll work with you to set things straight. You can call us on:
Mon to Fri 8am - 7pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls may be recorded
Once we've received your complaint:
Our aim is to get it right, first time, every time. So, if we make a mistake we'll try to put it right straight away.
If we can't settle things straight away, we'll confirm that we've received your complaint within five working days and do our best to resolve the problem within four weeks. If we can't, we'll let you know when to expect a resolution.
You have the right to refer your complaint to the Financial Ombudsman free of charge, but you'll need to do so within six months of the date on your final response letter.
If your complaint is not referred in time, the Ombudsman won't have our permission to consider it. The only way they'll look at your complaint after six months is if they believe the delay was a result of exceptional circumstances.
Using our complaints procedure or contacting the FOS does not affect your legal rights.
Would you prefer to write to us?
You can email us at [email protected]
Or send a letter to LV= Pet, PO Box 221, Huddersfield HD8 1FP
Please let us know:
- Your name
- Policy number
- Pet name
- The best way to contact you to help us resolve the solution
When emailing, please don’t send us confidential or financial information like credit card details.
A little bit more about LV= pet insurance
More information about our pet cover
More information about our lifetime and time limited cover...
Vet fees
Worried about unexpected vet bills? At LV=, all of our policies cover vet fees up to an agreed limit.
A Time Limited policy provides cover for an illness or condition for up to 12 months from the date of your pet's first treatment. There are four levels of Time Limited vet cover: £1,000, £1,500, £2,500 and £3,000.
Lifetime lets you claim for vet fees up to your chosen limit each year. There are nine levels of Lifetime vet fee cover: £1,000, £2,000, £3,000, £4,000, £5,000 £6,000, £8,000, £10,000 or £12,000.
Don't forget: if your pet has any pre-existing medical conditions when you take out your policy, we may not cover these or any condition linked to them.
Complementary treatments
Pooch off to physio? Cat need to see a chiropractor? Our pet insurance includes complementary treatments.
At LV=, our pet insurance policies - Time Limited and Lifetime - include complementary treatments.
So if your vet recommends a treatment like acupuncture, hydrotherapy, osteopathy, physiotherapy, laser therapy or chiropractic therapy, these will be covered under your ‘Veterinary fees’ cover and maximum benefit.
What's included?
Time Limited - 10 sessions (of each therapy type, for each separate illness/injury, up to the vet fee maximum benefit/time limit)
Lifetime - 10 sessions (of each therapy type, for each separate illness/injury, in each policy year)
Liability to other people for injury and property damage
Imagine you're out for a lovely walk in the country with your dog. They are off the lead, exploring all the rabbit holes and sploshing in puddles. Suddenly, they catch sight of someone on a bicycle, chase and bump into them, causing them to fall off and hurt themselves.
Because you're responsible for your dog's behaviour, the cyclist could sue you for negligence. They could make a personal injury claim to cover the cost of medical treatment or demand compensation.
Our policies offer you up to £2million, for each incident, for costs and compensation if your dog has injured someone, or caused damage to someone's property and you’re found legally responsible.
Overseas cover
Off on an adventure? Here's one less thing to worry about: if you take your pet on holiday and they get ill, we'll cover the cost of vet care abroad up to the limit on your policy.
LV= pet insurance also covers quarantine costs and replacing travel documentation for your pet.
Our overseas pet cover means you (and your furry family member) can kick back, relax and enjoy your holiday.
Advertising/rewards
Lost pet? We'll cover you for advertising and reward costs, so you can be reunited sooner
We know it's stressful and upsetting when pets go missing. If your pet's lost or stolen and you need to advertise to find them, we'll reimburse your advertising costs up to £1,500. We also give you the option to offer a maximum reward of £500, so you can be reunited with your pet sooner.
This cover is included in all our Time Limited and Lifetime policies.
Death from illness or accident
We'll cover you for the death of your pet from illness or accident.
Pets are like family, and we know losing them can be devastating. Our Time Limited and Lifetime policies include death from illness cover. We’ll reimburse you for the price you paid for your pet up to £1500 if they die from illness (before the renewal following their 9th birthday for dogs and 11th birthday for cats). We’ll also cover this at any age if your pet dies from an accident.
Boarding or pet minding fees
If you're in hospital for two days or longer, and no one's able to look after your pet, you can claim up to £1,500 to cover boarding costs for the whole of your hospital stay.
Lifetime policies also include additional boarding costs if you're delayed returning from your holiday.
Theft and straying
Fido wandered off? Beloved moggy been stolen? We're here to help.
We'll reimburse you the amount you paid for your pet if they're lost or stolen, up to a maximum £1,500.
Holiday Cancellation
If you have to cancel your holiday at the last minute because of your pet, we can help with that too.
LV= pet insurance will reimburse your holiday costs if you have to cancel or cut short your holiday because, within fourteen days of your departure date, your pet went missing or needed veterinary treatment because they suffered a serious and unexpected deterioration in health.
Our Time Limited policies will pay up to £1,500, and our Lifetime policies up to £3,000.
What's on your pet insurance checklist?
To make sure you've got all the benefits you need, check how other pet insurance policies stack up and compare the level of cover - not just the price.
Save time and see how LV= pet insurance compares to other policies.
You can get these and other documents from us in braille, large print or audio format by sending us an email at [email protected] .
Visit our accessibility page for more options.
Pet Insurance Lifetime policy terms and conditions