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Our pick of helpful pet insurance questions

  • Am I able to arrange cover if I choose not to have my animal vaccinated?

    You can still get cover if you do not have your pet vaccinated. However unvaccinated dogs are not covered for: Distemper, Hepatitis, Leptospirosis, Parvovirus. Unvaccinated cats are not covered for: Feline Infectious Enteritis, Cat Flu and Feline Leukaemia. In addition any treatment required for an illness that may have been prevented with a routine vaccination will be excluded; unless the vaccine failed.

  • When can my pet insurance policy start?

    You can set up your policy to start straight away. All you need to do is go through the Quote and Buy online process. Should you be transferring cover from another company or your pet is less than 8 weeks of age, we can start cover up to 3 months in advance.

  • What should I do if I need to make a claim on my pet insurance policy?

    Always contact us prior to any costs arising that you may wish to claim or, when this is not reasonably possible, after the initial consultation and prior to any further costs arising.

    Please have the following to hand:

    • Policy Number
    • Pet’s name
    • Nature of claim

    If your vet agrees we can make settlement directly to the vet after any deductions. We have the right to request further information either directly from the vet or from you in order to confirm the validity of the claim at your expense. Please note that all cover for ongoing claims is subject to the policy remaining in force.

  • Am I able to insure my pet if it suffers from a pre-existing condition?

    You are still able to insure your pet but there will be no cover of an illness or condition that is pre‐existing or occurs during the first 10 days of your insurance cover.

  • How long does it take to settle a pet insurance policy claim?

    Some claims are more straightforward than others – when you call us, one of our technicians will give you an indication of the timescales involved. Provided the claim is within the terms of the policy, and we have all the information we require, we aim to settle a claim promptly.

    Please follow the link for details of theĀ pet insurance claims process.

See more questions

Give us a call

If you still have a question about your pet insurance, we’ll get you talking to the right person.

  • View our Pet festive opening hours

    Christmas Eve
    Christmas Day
    Boxing Day
    Bank Holiday
    New Years Eve
    New Years Day
    Bank Holiday

    9am-1pm
    Closed
    Closed
    9am-5pm
    9am-1pm
    Closed
    9am-5pm

    Quotes, renewals and customer service

    0800 032 6528

    Claims
    Closed from the 24th December
    to the 2nd January

  • View our

    Pet festive opening hours


    Christmas Eve
    Christmas Day
    Boxing Day
    Bank Holiday


    9am-1pm
    Closed
    Closed
    9am-5pm


    New Years Eve
    New Years Day
    Bank Holiday



    9am-1pm
    Closed
    9am-5pm


    Quotes, renewals and customer service
    0800 032 6528



    Claims
    Closed from the 24th December to the 2nd January

  • Quotes, renewals and customer service

    0800 032 6528

    0800 032 6528

    Mon – Fri
    8am – 9pm
    Saturday
    9am – 5pm
    Sunday
    10am – 5pm
  • Claims

    0345 603 3589

    0345 603 3589

    Mon – Fri
    9am – 5pm

Calls may be monitored and recorded. Call charges will vary.

Not happy?

If you wish to make a complaint please view our complaints procedure.