Frequently Asked Questions

Your pet has to be 8 weeks old at the start of cover, and there is no upper age limit. We do not stop offering cover when your pet is older, as long as there has not been a break in cover.

We will not specifically put up the premium if you make a claim.

Yes, you can pay for your policy in monthly instalments. These are interest free and include Insurance Premium Tax at the current rate.

Your cover starts straight away for accidents. There is 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.

The claims excess is your contribution to the costs of treating your pet. On our policies the excess will be £55 per condition on the Standard Annual policy. For all other policies, the excess will be £55 per condition, per policy year. For pets aged 8 and over, a 15% co-payment will apply to the remaining claim for veterinary fees, special diet and complementary medicine after the excess has been deducted, and for any claims for that condition thereafter.

You can track your claim on the website.

The process will take five working days from the day we have received the claim.

We can pay you or the vet just let us know on the claim form section.

To protect our environment, all documentation is sent via email. When your policy renews, your renewal notice, along with your schedule of insurance and policy wording will be emailed to you 14 days before your renewal date.

If you do not receive your documentation, please check your spam or junk email, as sometimes internet security settings may divert them here. If they are not there then call our friendly customer services team on 0845 604 2308.