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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.
To help us progress the claim quickly, we'll need to have your pet's full medical history
Payment
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
What's not covered with LV= Pet insurance:
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 things we don't cover:
- Some pre-existing conditions (e.g. injuries or illnesses that showed symptoms before your pet’s policy)
- Injuries and illnesses that happen in the waiting period: For injuries, this is the first 48 hours of your pet’s policy. For illnesses, this is the first 14 days of your pet’s policy
- Food (unless it’s being used as an alternative to medication and to treat an injury/illness). Your vet will need to tell us what medication the food is replacing before we can consider paying the cost
- Having your pet cremated or buried
- Pregnancy and breeding
- Routine treatments (e.g. worming , flea treatment and general health supplements)
- Preventative care (e.g. vaccinations, neutering and cleaning teeth)
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.
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
0330 100 9831
8am - 6pm Monday to Friday
9am - 2pm Saturday
closed Bank holidays
Calls may be recorded. For Text Phone dial 18001 followed by the desired number.