Comprehensive pet insurance for your
cat or dog.

No extra charge for paying monthly - it's interest free

Frequently Asked Questions

Below you can find answers to common questions about UIS Pet Insurance policies.

When does my cover start?

There is a 14-day waiting period for illness cover and a 24-hour waiting period for accidents, which means that no claims can be made for illness within the first 14 days or accidents within the first 24-hours of the policy.

What is a claim excess and how much will this be?

The claim excess is your contribution to the costs of treating your pet.

The excess is £99 and this is paid by you per condition, per year on all of our policies except for Pearl Cover where it is only paid once per condition. 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. If you need to make a claim under the Third Party Liability section of the policy, the excess is £250 and is paid once per claim.

What is a co-payment?

This is the amount you pay towards the veterinary fees for each claim. For all pets aged 8 years and older the mandatory co-payment amount is 15%. This is in addition to the standard £99 excess. For example if you made a claim of £300 the initial excess of £99 would be deducted and you would then be required to pay 15% of the remaining £201 balance, which is £30.15. Therefore the total you would be required to pay towards the claim is £129.15.

Can I complete and sign the claim form before the treatment has taken place?

No, the claim form will need to be signed and dated after the treatment has taken place. If we receive a claim form that has been signed and dated before the treatment end date, it will be necessary for us to follow our process and return the claim form to you which will result in unnecessary delays. The reasoning behind this is that you are signing to confirm that the treatment claimed for is correct. Further, although we are happy to accept direct claims from your vet, the claim form still needs to be signed AFTER the treatment has ended.

What Vets Fees are covered?

Our policies provide cover up to your benefit limit for treatment for accidents only on our Crystal level of cover and accidents and illnesses on the Pearl, Ruby and Diamond levels of cover. Preventative, elective or routine treatments such as vaccinations, spaying and neutering are not covered.

How do you assess whether the Vets fees are reasonable, customary and essential?

Every claim is reviewed by our expert team of Vet Nurses and the cost compared against our database of similar cases.

How long will it take to process my claim?

We aim to have claims assessed within 10 working days provided the claim form has been fully completed and all supporting documentation accompanies it to enable us to make a complete and informed assessment.

We're currently experiencing very high volumes of claims, which is impacting our ability to process claims within our normal target of 10 working days. We're so sorry if you're currently experiencing a delay.

We are aiming to process all claims within 4 weeks from receipt of all required information. Ensuring you and your vet have provided all relevant supporting information, will help us to reduce handling times and speed up the assessing time.

We're sorry for any stress or inconvenience this may cause you and we hope to return to our normal service levels very soon. Please do call us if you still need to discuss your claim with us or require any support in submitting a claim to us.

Thank you for your understanding.

Can my pet have any dental work paid for?

Your pet will be covered for dental treatment as a result of an accident but any regular or illness related dentistry or is excluded.

Will you pay the vet or me direct?

We can pay the policyholder or the veterinary practice as indicated on the claim form. You have the option of being paid by BACS (Bankers Automated Clearing Services) direct into your bank account, as long as the Direct Debit is being paid from your account. Direct payment can also be made by BACS to your vet, they just need to add their payment details to Section 2 of the claim form.

How will I receive my documents?

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 21 days before your renewal date.

If you would prefer to receive your documents via post, please call us on 0330 102 5740

What should I do if I do not receive my documentation?

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 0330 102 5740.

What should I do if I need to cancel my policy?

You can cancel your policy at any time. If you want to cancel in the first 14 days, providing you have not made a claim you will receive a full refund of your paid premium. If you want to cancel after this time then you will be charged for the time your pet has been insured.

I'm struggling to afford Pet Insurance

We know that finances are difficult at the moment and want to help you get the best insurance for your pet regardless of your budget. If you would like to discuss the cover options available, simply call us on 0330 102 5740