Pet insurance existing customers
Here's how to claim, renew, or make a change to your policyWhat would you like to do?
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)
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?
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:
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.
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
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 - 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:
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:
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
FREQUENTLY ASKED QUESTIONS
Got a question about our pet insurance?