Pet insurance existing customers
Here's how to claim, renew, or make a change to your policy
What would you like to do?
Request your documents
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
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 (PDF, 142KB)
Manage your policy
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
Mon to Fri 8am - 8pm
Saturdays 9am - 2pm
Bank holidays 10am - 4pm
For Text Phone first dial 18001
Calls will be recorded
Renew your policy
To renew or talk to us about your policy, give us a call:
Mon to Fri 8am - 8pm
Saturdays 9am - 2pm
bank holidays 10am - 4pm
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 so you won't risk driving uninsured.
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.
Pet helplines
As you're an existing customer, you can access our pet helplines. Find a vet, chat about bereavement counselling or ask any pet legal advice questions.
Vet search:
Mon to Fri 8am - 8pm
Saturdays 9am - 2pm
bank holidays 10am - 4pm
For Text Phone first dial 18001
Calls will be recorded
Pet bereavement/illness counselling:
24 hours a day, 365 days a year
For Text Phone first dial 18001
Calls will be recorded
Pet legal advice:
24 hours a day, 365 days a year
For Text Phone first dial 18001
Calls will be recorded
Make a claim
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, 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:
Mon to Fri 8am - 8pm
Saturdays 9am - 2pm
bank holidays 10am - 4pm
For Text Phone first dial 18001
Calls will be recorded
More information about claiming for pet insurance
FirstVet
We’re teaming up with FirstVet to offer LV= customers 24/7 free to use video consultations with qualified vets
FREQUENTLY ASKED QUESTIONS