How do I make a claim?
Whether you are a customer or a vet, simply start you online claims journey by clicking the ‘Start My Claim’ button and follow the onscreen instructions. Please have the policy number and claims information to hand as we may ask a number of different questions about what has happened.
On average, we typically aim to process claims within 4 weeks once all supporting information has been provided. However, we are currently experiencing delays. As a result, it may take longer than usual to process your claims. We sincerely apologise for any inconvenience this may cause. Please rest assured that our team is working hard to speed up the process and improve our response times as soon as possible. We would like to thank you for your patience and understanding.
If you have any questions, or require additional support, please call us on 0330 102 5748 as we’d be happy to help.
Find out more
This will be on your confirmation email, which is sent when you purchased or renewed your insurance. If you’re still having trouble, you can give us a call on 0330 102 5748 and we’ll be more than happy to help!
Your excess is applicable for each illness or accident, per policy year. Additionally if your pet is referred to another vet or practice in the same policy year, the excess will apply for a second time for each illness or accident.
If your pet is aged 6 or above, or if you have opted to add a co-payment excess for pets under 6, then a compulsory 20% co-payment excess will apply to each claim for veterinary fees, Complementary Medicine, Special Diet, CT/MRI Scans, Cruciate Ligament and Dentistry in addition to the standard excess.
Below is an example of how to calculate the amount you will have to pay in the event of a claim that includes a co-payment.
A valid claim arises for a dog’s veterinary fees totalling £500.00. Both a £60 fixed excess and the 20% co-payment applies:
|
Amount Claimed |
£500.00 |
|
|
Less fixed excess |
£60.00 |
£440.00 |
|
Less co-payment |
20% = £88.00 |
£352.00 |
|
Total excess paid by you |
£148.00 |
|
|
Total paid by us |
£352.00 |
There is no cover for illnesses that show signs or symptoms within the first 14 days of your policy start date and within the first 48 hours for any accidents.
Please note that any pre-existing conditions are excluded under the terms and conditions of your policy, which can be viewed here.
Speak to our friendly UK based team on 0330 102 5748. They will be very happy to help you with any questions you may have.
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