Not sure how to make a pet insurance claim? Don't worry - we're here to help. Here are some of the things you can do to speed up your pet insurance claim.
We've also included information that you and your vet should be aware of if your pet needs treatment.
Your pet's full medical history
It's important that we receive as much information as possible about your pet's health when you make a claim for vet fees. To help us progress the claim quickly, we'll need to have your pet's full medical history.
Just so you're aware, we may share this information and details of your cover with any vet that's treated, or is going to treat your pet. We may also speak to your current or previous vet if they can provide us with information about your pet's condition - they may ask for your consent before they're happy to do this.
So you're not out of pocket, we can pay your vet once the claim has been authorised if your vet allows it. But you must pay any amount your policy doesn't cover and any policy excess.
The Royal College of Veterinary Surgeons (RCVS) doesn't regulate vets charges. However, it does state that vets treating an animal covered by pet insurance should only carry out the necessary treatment and charge their normal practice fees. If we see higher than normal charges, or unnecessary treatment, we may ask the vet for an explanation and this can delay payment of your claim.
Invoices or receipts
Please keep all invoices and receipts in a safe place as we'll ask to see them if you pay the vet fees and want to claim these back. To make sure we can pay your claim quickly, each receipt /invoice should be issued by your vet and:
- Have an invoice or receipt number
- Be printed on veterinary practice headed paper
We try our best but we can't always cover every situation your pet may find themselves in, or treatment they may need. Here are some of the most common exclusions.
- Any preventative or non-essential treatment (including any cosmetic surgery or treatment)
- General health supplements
- Food, unless it's being used instead of medication. Your vet will need to tell us what medication the food is replacing before we can consider paying the cost
- Spaying in any circumstances including if it is done to prevent or treat another condition
- Castration including if it's done to prevent or treat another condition. We also won't pay for any treatment connected with a retained testicle(s) if your pet was over 12 weeks of age when the cover started.
- Vaccinations, flea treatment, wormers, nail clipping, descaling or cleaning teeth
- Investigative tests or diagnostic procedures, unless your pet is showing symptoms of a condition and evidence is provided by your vet that a diagnosis (or ruling out a diagnosis) would result in a change in treatment
- Any costs that are in any way related to your pet being put to sleep and putting them to rest including burial and cremation
Don't forget there's a 14 day waiting period from when you take your policy out before illnesses are covered, and a 48 hour waiting period before accidents are covered. If you're changing insurer, it's worth considering overlapping the cover so your pet isn't left uninsured during these exclusion periods. Please make sure you check your policy booklet for full details about exclusions.
These levels of cover only apply to pet insurance policies purchased after 22 November 2017 or to policies renewed after 27 December 2017.
How to make a new claim
Download our claim form or you can call us and we'll send you a claim form. Here's what to do:
- Check the information on the form is correct and fill in the remaining sections
- Sign and date the claim form
- Ask your vet to complete and sign the declaration
- Provide all of the necessary paperwork for the section you're claiming under (please see the claim form for guidance)
- Send your completed claim form and all the supporting documents to us at the address shown on the form
0800 756 8567
8am - 8pm Monday to Friday
9am - 2pm Saturday
10am-4pm Bank holidays
Calls will be recorded. For Text Phone dial 18001 followed by the desired number.