Cat and dog next to a white kennel covered with green hearts
Grass background

existing customers

Things you may not know about making a pet insurance claim 

Before making a claim

Your pet needs you most if they become ill or get injured - we're here to help

You'll find full details in your policy documents, but we've covered some key points below

  • Here, we've highlighted some of the key aspects of your policy - you can find full details in your policy documents. These levels of cover only apply to pet insurance policies purchased after Nov 22, 2017, or to policies renewed after Dec 27, 2017
  • Bought an LV= policy before these dates? Just check your policy documents for details of your cover 

Pre-existing medical conditions

What's covered and what's not when it comes to medical conditions

Icon of a dog. Next to him is a document with a cross on it.

We want to help your pet on the way to recovery, but we can't provide cover for any pre-existing medical conditions. These include: 

  • Any signs of illness
  • Injury
  • Behavioural problems

You might have had insurance with another pet insurer at the time the symptoms of illness or injury began. When you switch to LV= , we won't be able to cover the cost of any treatment for those symptoms or diagnosed illness or injury.

Don't forget there's a 14 day waiting period before illnesses are covered on your policy, and a 48 hour waiting period for accidents. 

Variable excess

Because older pets are more likely to need treatment and pet insurance premiums can increase, we've added a variable excess

Icon of a mature dog and a puppy
  • This reduces the premium increases for everyone, as you only pay the variable excess if you make claim
  • We apply a variable excess for all claims on a Lifetime policy once your dog reaches eight, or your cat turns 10.  If you make a claim, once your fixed policy excess has been deducted, you'll pay 20 per cent of the remaining vet fees

Dental care

Your policy doesn't cover the cost of any dental maintenance, but it's always a good idea to look after your pet's teeth and gums

Icon of a dog at the vets

Time limited policies

We'll cover the cost of dental care if:

  • The treatment's needed because of an injury
  • It's to remove first teeth after your pet's more than six months old, as long as your pet was insured with us before they were 16 weeks old 

Lifetime policies

All the benefits of the Time limited policy as well as: 

  • Further teeth and gum treatment if the condition wasn't preventable
  • You'll need to make sure your pet has had annual check-ups and any routine and preventative treatment your vet recommends, such as teeth descaling 


Related conditions

Health problems as a result of previous symptoms or conditions 

Health conditions can be related when one of a pair (e.g. eyes, ears, knees) is affected by an injury or illness. Let's say for example Kylie the Labrador ruptures her left knee ligament then seven months later ruptures her right knee ligament, we'd considered these as one condition.

Time limited policies

The Time limited policies cover conditions for 12 months and up to the chosen vet fee limit from when they're first treated.

  • You wouldn't have to pay another excess
  • You'd only have five months of cover remaining and however much of the remaining chosen vet fee limit for the treatment of her right ligament

Lifetime policies

The Lifetime policies cover the cost of all treatments covered up to the chosen vet fee limit per policy year and then resets when you renew.

  • You wouldn't have to pay another fixed excess as long as the treatment started in the same policy year
  • Any balance from your first vet fee claim left over would cover other claims for Kylie, until renewal, at which point the cover would reset to your chosen vet fee limit again.
Related conditions

Health problems linking back to previous symptoms or a previously diagnosed condition are also treated as related.

Suppose Kylie the Labrador goes on to get arthritis in her knees three years later because of her knee ligament repairs: 

Icon of a dog in the vets

Time limited policies

  •  There wouldn't be any cover for the arthritis as more than 12 months has passed since the start of the treatment for her first (left) ligament rupture

Lifetime policies

  • Assuming you'd made no other pet claims for Kylie that year, you'd have the full vet fee chosen limit of cover for her arthritis treatment