pet insurance policy changes

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

Mon to Fri 8am - 7pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls may be recorded

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

Prefer to call? 

 0330 1009 712

Mon to Fri 8am - 7pm
Saturdays 9am - 2pm
Bank holidays 9am - 5pm
For Text Phone first dial 18001
Calls may 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 may 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 may be recorded

Do you have a general enquiry? 

Simply fill out our online form.

Prefer to call? 

0330 1009 712

Mon to Fri 8am - 7pm

Saturdays 9am - 2pm

Sundays closed

Bank holidays 9am - 5pm

For Text Phone first dial 18001
Calls may be recorded

Need to make a complaint?

We'll work with you to set things straight.  You can call us on: 

 0330 1009 712

Mon to Fri 8am - 7pm

Saturdays 9am - 2pm

Sundays closed

Bank holidays 9am - 5pm

For Text Phone first dial 18001
Calls may be recorded

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.