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.

Unfortunately, our policies do not cover pre-existing conditions. Please see the policy terms and conditions for further information.

Please refer to the Policy Wording for information on Dental Cover.

Our policies do not cover dogs used for working, trade, profession or business.

Yes, you can still arrange cover if your pet is not vaccinated. However, unvaccinated pets will not be covered for the illnesses that could have been prevented from the vaccination.

Depending on your status we may be able to offer payment of your policy in monthly instalments. These are interest free and include Insurance Premium Tax at the current rate.

There is a waiting period of 14 days for illness cover which means that no claims can be made for illness within the first 14 days of the policy and the first 48 hours for accidents.

Please see our Make a Claim page.

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.

For policies taken out before 28/08/19

The claims excess is your contribution to the costs of treating your pet. The claims excess is your contribution to the costs of treating your pet. For Accident Only, Accident&Illness Only and Accident&Illness Essential, the excess will be £60 per condition. For all other policies, the excess will be £60 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.

For policies taken out on or after 29/08/19

The claims excess is your contribution to the costs of treating your pet. The excess will be shown on your Policy Schedule and is applicable per condition, pet policy year. If you opted to include the optional co-payment, a 20% co-payment will apply to the remaining claim for veterinary fees, special diet and complementary medicine after the excess has been deducted for any claims for that condition thereafter. An example of the co-payment excess is shown in the answer below. The 20% co-payment becomes compulsory for all pets when they reach the age of 6 and if you chose to include this on your policy, it cannot be removed for the life of the policy.

For policies taken out before 28/08/19

This is the amount you pay towards the vet fee claim for each condition. For all pets aged 8 years and older the mandatory co-payment amount is 15%. This is in addition to the standard £60 excess. For example if you made a claim of £300 the initial excess of £60 would be deducted and you would then be required to pay 15% of the remaining £240 balance, which is £36. Therefore the total you would be required to pay towards the claim is £96.

For policies taken out on or after 29/08/19

The co-payment is the percentage amount you are required to pay towards the costs of the veterinary fees in addition to the fixed excess (only if you have chosen to have this included on your policy). Please note, the co-payment becomes compulsory when your pet reaches the age of 6. If your pet turns 6 during treatment, the co-payment will apply to any treatment from your pets birthday onwards. If at any point you chose to have this included on your policy, this cannot be removed again at any time. This amount will be deducted from the claims settlement, please refer to your Policy Schedule if applicable. An example of how a variable excess works is shown below.

Example of how to calculate the amount you will have to pay in the event of a claim.

A valid claim arises for a dog’s veterinary fees totalling £500.00 and both a £60 fixed excess and the 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

We aim to process claims within 5 working days of acknowledging receipt of all relevant information that we require from you.

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. We are trying to become a greener company by reducing the amount of paper we print, but if you would prefer to receive a copy of your documents by post please give us a call on 0330 102 5748.

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 5748.

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. If you have made a claim on your policy and you want to cancel then the full premium for the year will become due. In all cases there is an administration charge of £30.

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