Coronavirus (COVID-19) update

Last updated: 31st March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can’t buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

Contact us

Our pick of helpful pet insurance questions

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.

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.

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.

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.

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 the pet insurance claims process.

See more questions

During the festive season

We're open 8am - 4pm on Christmas Eve and New Year's Eve.
We're closed on Christmas Day, Boxing Day and New Year's Day.

Otherwise it's business as usual.

Give us a call

If you still have a question, we’ll get you in touch with the right person.

  • Mon - Fri 8am - 7pm
  • Saturday & bank holidays 9am - 5pm
  • Sundays Closed

Claims: 0345 603 3589

  • Mon - Fri 9am - 5pm
  • Saturday & bank holidays Closed
  • Sundays Closed

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

By post

If you’d like to contact us by post, you can send a letter to the following address:

Churchill Insurance (Pet)
The Core
40 St Thomas Street
BS1 6JX

Not happy?

Please view our complaints procedure