Pet insurance existing customers

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 using this form

Prefer to call? 

 0330 1009 712

Lines are open:

Mon to Fri 8am - 7pm

Sat 9am - 2pm

Sun closed

Bank holidays 9am - 5pm

For Text Phone first dial 18001
Calls will be recorded.

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? 

0330 1009 712

Lines are open:

Mon to Fri 8am - 7pm

Sat 9am - 2pm

Sun closed

Bank holidays 9am - 5pm

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

How the claims process works 

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:

 0330 100 9831

Lines are open:

Mon to Fri 8am - 7pm

Sat 9am - 2pm

Sun closed

Bank holidays 9am - 5pm

For Text Phone first dial 18001
Calls will be recorded.

More information about claiming for pet insurance

Do you have a general enquiry? 

Simply fill out our online form.

Prefer to call? 

0330 1009 712

Lines are open:

Mon to Fri 8am - 7pm

Sat 9am - 2pm

Sun closed

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: 

 0330 1009 712

Lines are open:

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.

To cancel your pet insurance policy, give us a call: 0330 100 9712

When can I cancel my policy?

• You can cancel your pet’s policy at any time free of charge.

In the first 14 days of your cover starting:

• We’ll refund all of the premium you’ve paid.
  
  

In the first 14 days after your renewal date:

• We’ll refund any amount you’ve paid for cover after that renewal date.
  
  

Any other time:

• We’ll refund any amount you’ve paid for cover after the cancellation date.

Lines are open:

Mon to Fri 8am - 7pm

Sat 9am - 2pm

Sun closed

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...

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...

0800 138 6533

Mon-Sun 8:30am - 8:30pm
For Text Phone first dial 18001
Calls will be recorded

Email: [email protected]

Legal advice helpline:

 0344 209 0516

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