Pet insurance existing customers

Can't find your documents?

If you chose to have your documents emailed, they would've come from the email address [email protected]

Still can't find them? Don't forget to check your junk email folder as they might be in there

Request duplicate documents

Didn't find what you were looking for? These documents might help...

You can get this and other documents from us in Braille, large print or audio by contacting us

Pet insurance policy document (PDF, 319KB)
Pet Lifetime insurance product information document (PDF, 59KB)
Pet Time Limited insurance product information document (PDF, 58KB)
How we use your personal information

Need to make a change to your policy, like changing your address, name or you've had your pet neutered or spayed? Just ask

Speak to our friendly people today 

For any general/customer service enquiries email us: [email protected]

For claims enquiries email us: [email protected]

Prefer to call? 

 0800 756 8563

Mon to Fri 8am - 8pm
Saturdays 9am - 2pm
Bank holidays closed
For Text Phone first dial 18001
Calls will be recorded

To renew or talk to us about your policy, give us a call:

 0800 756 8563

Mon to Fri 8am - 8pm
Saturdays 9am - 2pm
Bank holidays closed
For Text Phone first dial 18001
Calls will be recorded

If you've chosen to automatically renew

We'll renew it using your existing payment details if you pay by direct debit. 

If you'd prefer us not to renew your policy automatically, please let us know before your renewal date by calling us on the number above.

More information about renewing

We've teamed up with FirstVet to offer our LV= pet insurance customers 24/7 free to use video consultations with qualified vets

With the FirstVet service, you can video chat with a vet all from the comfort of your own home!

You can rest assured that having a video consultation won't impact your premium.

You can find out more or sign up by visiting our First Vet hub

Before you claim you might have some questions... 

Read our guide to what you can and can’t claim for

How the claims process works 

Ready to start your pet claim? 

To get started, download and 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 insurance, The Connect Centre, Kingston Crescent, Portsmouth, PO2 8QL

To make a claim or discuss an existing claim, please call:

 0800 756 8567

Mon to Fri 8am - 6pm
Saturdays 9am - 2pm
Bank holidays closed
For Text Phone first dial 18001
Calls will be recorded

More information about claiming for pet insurance

Got an LV= pet insurance policy? Make the most of our pet helplines. If you’re away from home, on holiday or your usual vet isn’t available, use our Vet Finder helpline and we’ll connect you with vets wherever you are. We’re also here if you’d like to chat about bereavement counselling or ask any pet legal advice questions.

Vet search:

 0800 756 8567

Mon to Fri 8am - 8pm
Saturdays 9am - 2pm
Bank holidays closed
For Text Phone first dial 18001
Calls will be recorded

Pet bereavement/illness counselling:

 0800 0285 991

24 hours a day, 365 days a year
For Text Phone first dial 18001
Calls will be recorded

Pet legal advice:

 0800 028 6038

24 hours a day, 365 days a year
For Text Phone first dial 18001
Calls will be recorded