Coronavirus (COVID-19) update

Last updated: 27th 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.

Optional extras

Third party liability for dogs

If your dog accidently injures someone else or causes damage to their property, you'll be covered up to £1 million for any compensation or legal costs involved. For each claim made, you'll need to pay £100 excess. If you already have liability cover under another policy (e.g. as part of your home insurance), we'll only accept your claim if that existing cover has been used up.

Overseas travel cover

In addition to the cover you've selected, here's what you'll be covered for on an overseas journey:

  • Up to £200 towards costs if your pet needs to be put to sleep
  • Up to £250 towards replacing your pet's passport if you lose it
  • Up to £300 towards emergency expenses involving your pet while abroad
  • Up to £1,500 towards costs if your pet needs to be quarantined
  • Cover towards repeat tapeworm treatment if your carrier delays your journey home

Cover is valid for three overseas journey a year (up to 30 days each), and only when you follow the guidelines of the Government Pet Travel Scheme

Please note, we don't offer third party liability cover under the laws of Canada or USA.

5 in 1 benefits package

Death from accidental injury of illness
If your dog or cat dies following an injury or illness, we'll cover the amount you paid for them (up to £500). We don't cover pets aged 11 years or older.

Advertising and reward
We'll cover up to £1,000 towards local advertising expenses or any suitable rewards offered that help get your pet back after it's been stolen or goes missing during your policy with us.

Loss of pet from theft or straying
If your stolen or lost pet is still missing after 45 days, we'll cover the maount you paid for them (up to £500). If you can't provide proof of your purchase, we'll pay the minimum amount (£35 for cats, £70 for dogs).

Boarding fees if you have to stay in hospital
If you need to stay in hospital for more than four days in a row, we'll pay up to £750 towards the cost of having your pet looked after by a licensed kennel, cattery or professional pet-minding service.

Holiday cancellation cover
If your pet goes missing or needs life-saving treatment while you're away (or within seven days before your trip), we'll cover up to £3,000 for any expenses related to cancelling or cutting your holiday short.

Here's our latest pet insurance documents available for you to download. if you already have pet insurance with us, the wording in your policy might differ from the one you'll find here.