Welcome to LV= customer support. Here's everything you need to know about your pet policy...
It's great to have you with us
Let's get you where you need to go...
What would you like to do?
You 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 - 8pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls will 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 - 8pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls will be recorded
If you've got a pet insurance policy, with us 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. So, here are the details...
Vet advice line:
Mon to Fri 8am - 8pm
Saturdays 9am - 2pm
Bank holidays closed
For Text Phone first dial 18001
Calls will be recorded
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
Do you have a general enquiry?
Simply fill out our online form.
Prefer to call?
Mon to Fri 8am - 8pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls will 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 - 8pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls will 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 Department, Great West House (GW2), Great West Road, Brentford, Middlesex TW8 9DX, United Kingdom.
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 two levels of Time Limited vet cover: up to £1,500 or up to £2,500.
Lifetime lets you claim for vet fees up to your chosen limit each year. There are three levels of Lifetime vet fee cover: £3,000, £5,000 or £10,000.
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, in each policy year)
Lifetime - 10 sessions (of each therapy type, for each separate injury/illness, up to the vet fee maximum benefit/time limit)
Liability to other people for injury and property damage
Imagine you're out for a lovely walk in the country with your dog. They're off the lead, exploring all the rabbit holes and splashing 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.
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.
FAQ's
Yes. We offer two levels of voluntary excess that you can select to reduce your premium. The voluntary excess you select is added to the compulsory excess. These will be shown in your documents.
If you have a lifetime policy, at the renewal following your pet’s 8th birthday for dogs, and 10th birthday for cats, a 20% excess is introduced. This means that after the flat excess amount(s) have been taken from your claim, you’ll also pay 20% of the remaining vet fees for all claims that are covered by the policy.
No, you don't have to microchip your cat to be covered by our pet insurance, but we recommend that all kitten and cat owners do so.
If your pet is not microchipped and goes missing, you must tell at least one veterinary practice in your area where he/she was last seen within 5 days of your pet going missing.
If you believe your cat has been stolen, you must contact the police within 24 hours.
Your dog doesn't need to be microchipped to be insured by LV=; however, microchipping is a legal requirement in the UK.
If your pet is not microchipped and goes missing, you must tell at least one veterinary practice in the area where he/she was last seen within 5 days of the pet going missing as well as contact the local dog warden or council within 2 days.
If you believe your dog has been stolen, you must contact the police within 24 hours.
Yes, dental treatment is covered and each type of policy offers different levels of cover.
Our Lifetime policies cover dental treatment for your pet as long they’ve had an annual dental examination and any treatment recommended is carried out within 6 months.
Our Time Limited policies only cover treatment for dental or gum problems which are caused by an accidental injury. The only exception to this is that we’ll cover the cost to remove the first milk teeth when your pet is 6 months or older providing he/she was under 16 weeks old when the cover started.
None of our policies cover scaling and polishing of the teeth or any other routine or preventative dental treatments.
Yes, complementary treatment such as acupuncture, hydrotherapy and physiotherapy is covered as long as the treatment is carried out by a qualified therapist and has been recommended by your vet.
Policies cover 10 sessions for each condition on all plans within the vet fee limit/maximum benefit. This 10 session limit applies to each individual therapy type for each condition. Session limit is refreshed at renewal on the lifetime plans only.