Here are some of the questions we are frequently asked about our Pet Insurance. If you can't find an answer here or for more details of what is and isn’t covered, please refer to our Key Documents section.
I'm struggling financially as a result of coronavirus (COVID-19), can I request a payment holiday?
If you’re struggling financially due to Coronavirus (COVID-19) and need help, we may be able to provide you with some assistance. We offer this service to those in need, the types of situations in which we can help are;
Coronavirus has prevented you working either due to illness or the need to care for other dependants
The death of a spouse/family member, as a result of Coronavirus resulting in loss of income
You were furloughed under the Government scheme to support employees/employers through the pandemic
You were made redundant after 1st March 2020
You are self-employed and unable to trade as a result of the restrictions in place in response to the Coronavirus pandemic
If you have multiple products with us, you’ll need to make separate applications for each.
Are pre-existing conditions covered?
Unfortunately, pre-existing conditions are not covered.
A pre-existing condition is a medical condition that started before your pet's policy began. There's a 14-day waiting period for illness cover, which means that no claims can be made for illness within the first 14 days of the policy. Any illness within the first 14 days becomes a pre-existing condition and won't be covered.
How do I cancel my policy?
You can cancel this policy at any time by calling us on 0370 060 0071. We may record and monitor calls. Call charges will vary.
You can also cancel your policy via our Self-Serve for Cancellations email process by contacting us at firstname.lastname@example.org. We will send you an email once the cancellation has been actioned.
Reason for Cancellation
If you’ve made a claim during the period of insurance then you’ll have to pay the full annual premium, so you won’t receive a refund. With the exception for claims applicable to death, loss, straying or theft of your pet.
What is an excess and how much will this be?
The excess is your contribution to the costs of treating your pet. The excess can range from £75 to £99 depending on which product and cover level you choose - this is paid by you.
For our Accident Only policy this is paid per accident. For our 12 Month policy, this is paid per condition and for Lifetime policies, this is paid per condition, per policy year.
Please note that when your pet reaches 5 years of age under Lifetime £2000, Lifetime £4000 and Lifetime £10000 and 8 years of age under Accident & Illness and Accident & Illness Plus, a co-payment applies for veterinary fees (in addition to the policy excess) covered under Lifetime plans – see 'What is a co-payment?' below.
For all plans, If you need to make a claim under the Third Party Liability section of the policy the excess is £250 and is paid once per claim.
Is there a minimum/maximum pet age for a policy?
Your pet has to be at least 8 weeks old at the start of their policy and there is no upper age limit. We don't stop offering cover when your pet is older.
Please note that when your pet reaches 5 years of age under Lifetime £2000, Lifetime £4000 and Lifetime £10000 and 8 years of age under Accident & Illness and Accident & Illness Plus, a co-payment applies for veterinary fees in addition to the policy excess covered under Lifetime – see 'What is a co-payment?' below.
Can I pay for my policy in instalments?
Yes, you can if you wish pay for your policy by monthly direct debit, even better there will be no additional charge for paying monthly rather than all in one go.
Can I pay for my policy in full?
If you want to pay for 12 months at the start of the policy, you can and we'll provide you with 12 months of cover.
When does my cover start?
We'll cover your pet for accidents from your policy start date. There's a 14-day waiting period for illness cover, which means that no claims can be made for illness within the first 14 days of the policy. Any illness within the first 14 days becomes a pre-existing condition and won't be covered.
What is a co-payment?
Lifetime £2000, Lifetime £4000 and Lifetime £10000 plans
This is the amount you pay towards the vet fee claim for each condition in addition to the policy excess. For all pets aged 5 years and older the mandatory co-payment amount is 10% for Lifetime £2000, Lifetime £4000 and Lifetime £10000. This is in addition to the standard excess of:
£99 for Lifetime £2000
£75 for Lifetime £4000
£75 for Lifetime £10000
For example, if you made a claim of £500 the initial excess of £75 (for Lifetime £4000) would be deducted, followed by an additional 10% on the remaining £425 balance. This would mean £42.50 is deducted from the balance, leaving a total claim amount paid of £382.50.
Accident & Illness and Accident & Illness Plus plans
This is the amount you pay towards the vet fee claim for each condition in addition to the policy excess. For all pets aged 8 years and older the mandatory co-payment amount is 20% for Accident & Illness and Accident & Illness Plus. This is in addition to the standard excess of:
£75 for Accident & Illness
£75 for Accident & Illness Plus
For example, if you made a claim of £500 the initial excess of £75 (for Accident & Illness Plus) would be deducted, followed by an additional 20% on the remaining £425 balance. This would mean £85.00 is deducted from the balance, leaving a total claim amount paid of £340.00.
How do you assess whether the vets fees are customary and essential ?
Every claim is reviewed by our expert team of Internal Pet Claim Assessors and the cost compared to charges for the same or similar treatment within the same area.
Can my pet have dental work paid for?
Your pet will be covered for dental treatment as long as it is as a direct result of an accident or injury to your pet. Any dentistry as the result of an illness or cosmetic and routine dentistry is excluded.
Please note: Teeth cleaning is not covered under our policies.
Will you pay the vet or me direct?
If your vet is happy for us to pay them directly, then we are able to do so for you. You will then need to let us know in the claim form section.
What should I do if I don't receive my documentation?
Please call our friendly customer services team on 0370 060 0071. Lines are open 9am to 5pm Monday to Friday. Call charges will vary. Calls may be monitored and recorded.
How can I contact you with a question?
Please call us on 0370 060 0071. Lines are open 9am to 5pm Monday to Friday. Call charges will vary. Calls may be recorded and monitored.
How can I contact you about a claim or to make a claim?
If you need to make a claim, phone our claims line on 0370 060 0078. Lines are open 9am to 5pm Monday to Friday or view the Make a claim page. Call charges will vary. Calls may be recorded and monitored.
Have your details ready before you call
Have your client reference number ready - you'll find this at the top of all our letters to you.
Check that the claim is covered by your policy. Each section of the policy wording tells you what is insured and what isn't insured. The cover you have requested is shown on your policy schedule.
How do I make a complaint?
We're committed to giving excellent customer care, but we're aware that occasionally mistakes happen. If you feel we're not providing the level of service you expected, we'll try to resolve the problem as quickly as possible.
Please write to:
3rd Floor, The Podium Centre City House 5 Hill Street Birmingham B5 4US
The Financial Ombudsman Service is an independent body that arbitrates on complaints that consumers and financial businesses haven't been able to resolve themselves.
How do you calculate pet premiums?
When we calculate premiums, we consider a number of factors such as your pet’s breed, age, gender and your postcode. In the past few years we’ve seen a rise in the cost of vets’ bills due to improvements and availability in veterinary medicine. The volume of claims has also increased significantly, which has affected the price of all of our customers' policies.