Need some help? Well, that's what we're here for!

Just let us know what you need a hand with and we'll take it from there.
Contact & help

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

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 (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 

LV= Heart Logo 0800 756 8563

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:

LV= Heart Logo 0800 756 8563

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.

More information about renewing

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:

LV= Heart Logo 0800 756 8567

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:

LV= Heart Logo 0800 0285 991

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

 

Pet legal advice:

LV= Heart Logo 0800 028 6038

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

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:

LV= Heart Logo 0800 756 8567

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

Read more about our partnership with FirstVet