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Find answers to common questions about pet insurance
Our pet insurance covers veterinary treatment for accidents and illnesses, including consultations, diagnostic tests, medications, surgeries, and hospitalisation. Depending on your policy level, you may also have cover for dental treatment, complementary therapies, and more.
Making a claim is easy. Simply log in to your account, complete the online claim form, and upload your vet invoice. You can also ask your vet to submit the claim directly to us. Most claims are processed within 5-7 working days.
Yes! You can use any licensed vet in the UK. We don't restrict you to specific practices, so you can continue seeing your regular vet or choose a specialist if needed.
Pre-existing conditions, routine treatments like vaccinations and neutering, pregnancy and breeding, and elective procedures are typically not covered. Please check your policy documents for full details of exclusions.
The excess is the amount you pay towards each claim. You can choose your excess level when you take out your policy - higher excesses typically result in lower premiums. The excess applies to each separate condition or incident claimed for.
Yes, you can upgrade or adjust your cover at any time by logging into your account or contacting us. Please note that any changes may affect your premium and will be subject to a new cooling-off period.
Yes, there's typically a 14-day waiting period for illness cover from the start date of your policy. Accident cover usually begins immediately. This waiting period helps prevent people from taking out insurance after their pet has shown signs of illness.
Yes, premiums typically increase as your pet gets older because they're more likely to need veterinary treatment. However, with lifetime cover, we won't cancel your policy due to your pet's age or because they've claimed.
Lifetime cover provides a set amount of money each year for each condition, which renews annually as long as you continue to renew your policy. Maximum Benefit cover provides a maximum amount per condition for the lifetime of your pet, with no further claims possible once this limit is reached for that specific condition.
Yes, we can insure pets from 8 weeks old with no upper age limit for taking out a new policy. However, any pre-existing conditions will not be covered. We believe every pet deserves protection, regardless of their age.
You can cancel your policy at any time. If you cancel within the first 14 days (cooling-off period) and haven't made a claim, you'll receive a full refund. After this period, you may receive a pro-rata refund for the remaining policy period, minus an administration fee.
Dental treatment resulting from an accident or illness is covered under most policies. However, routine dental care, such as descaling and polishing, is generally not covered. We recommend maintaining good dental hygiene to prevent issues.
A pre-existing condition is any illness, injury, or clinical signs that occurred or showed symptoms before your policy started or during the waiting period. This includes conditions your pet received treatment for, as well as any symptoms noted by a vet, even if a formal diagnosis wasn't made.
Yes, many of our policies include cover for complementary treatments such as physiotherapy, hydrotherapy, acupuncture, and chiropractic treatment, as long as they're recommended by your vet and carried out by a qualified practitioner. Please check your policy documents for specific limits.
Yes! We offer a 10% discount when you insure two or more pets with us. Each pet will have their own individual policy, but you'll benefit from reduced premiums across all your policies. The discount applies automatically when you add additional pets.
Our policies include overseas travel cover for pets travelling to EU countries and certain other destinations, typically for up to 90 days per year. This covers emergency veterinary treatment needed while abroad. Make sure your pet has the required vaccinations and documentation for travel.
You can update your contact details by logging into your account and going to 'My Account' settings, or by calling our customer service team on 0330 341 5604. It's important to keep your details up to date so we can contact you about your policy.
We're very sorry for your loss. Please contact us as soon as possible to cancel the policy. Some policies include cover for the purchase price of your pet if they pass away due to an illness or injury, subject to certain conditions and time limits.
Yes, we cover hereditary and congenital conditions as standard, as long as they're not pre-existing. This means conditions your pet was born with or has a genetic predisposition to can be covered, provided clinical signs didn't appear before the policy started.
Some policies include cover for behavioural treatment if it results from an illness, injury, or accident and is recommended by your vet. This might include consultations with a qualified behaviourist. Routine behavioural issues or training are not typically covered.
Most straightforward claims are processed within 5-7 working days from receiving all necessary documentation. More complex claims may take longer. You can track your claim status by logging into your account or contacting our claims team.
You'll need your vet's invoice showing the diagnosis, treatment provided, and costs. For some claims, we may also need your pet's clinical history from your vet. Keep all receipts and invoices safe, and submit claims as soon as possible after treatment.
Yes, many vets can submit claims directly to us on your behalf. You'll still need to pay any excess and the percentage you're responsible for (if applicable) at the time of treatment. Check with your vet if they offer this direct claims service.
There's no limit to the number of claims you can make, as long as each claim is within your policy limits and for covered conditions. With Lifetime cover, your limits renew each year, allowing you to continue claiming for ongoing conditions year after year.
Yes, we cover breed-specific conditions as standard, provided they're not pre-existing. This includes conditions that certain breeds are prone to, such as hip dysplasia in larger dogs or breathing problems in flat-faced breeds. Cover is subject to policy limits and terms.
While microchipping is a legal requirement for dogs in the UK, it's not a requirement for insurance. However, we strongly recommend microchipping all pets as it helps reunite lost pets with their owners and may be required for overseas travel cover.
Yes, you're entitled to seek a second opinion from another vet, and this would typically be covered under your policy. We recommend informing us if you're seeking a second opinion for a complex condition to avoid any potential claim issues.
Yes, prescription medications prescribed by your vet for a covered condition are included in your claim, subject to your policy limits. This includes both short-term medications and long-term prescriptions for chronic conditions (on Lifetime policies).
Emergency care cover pays for immediate veterinary treatment needed outside of normal working hours, including overnight stays, emergency surgery, and intensive care. This is included as standard in all our policies, subject to policy limits.
Our standard policies cover dogs and cats. For other pets such as rabbits, birds, or reptiles, please contact us directly to discuss specialist exotic pet insurance options that may be available.
You have 14 days from receiving your policy documents to cancel for a full refund, provided you haven't made a claim. This gives you time to review the terms and ensure the policy meets your needs. After this period, standard cancellation terms apply.
If your vet refers your pet to a specialist for treatment, this is covered under your policy subject to your policy limits. Specialist treatments including consultations, diagnostics, and procedures are all covered as part of your claim.
Standard policies don't cover routine check-ups, annual health checks, or preventative treatments like flea and worm treatments. However, some of our premium plans may offer wellness benefits for routine care - please check your policy details.
We don't operate a no-claims discount system. Your premium is based on factors like your pet's age, breed, location, and chosen cover level. However, we do offer multi-pet discounts if you insure more than one pet with us.
With Lifetime cover, your annual limit renews each year, allowing you to continue claiming for ongoing conditions and their medications indefinitely. With Maximum Benefit cover, once you reach the maximum limit for that condition, no further claims can be made.
Your policy covers treatment received from any licensed vet within the UK. For overseas travel, we provide cover for emergency treatment in EU countries and certain other destinations for up to 90 days per policy year, subject to terms and conditions.
Your policy will automatically renew each year unless you tell us otherwise. We'll send you a renewal notice before your policy ends, showing your new premium. This may increase based on factors like your pet's age and previous claims experience.
If you miss a payment, we'll contact you to arrange payment. You typically have a grace period to make the payment. If payment isn't received, your cover may be suspended and any claims during this period won't be covered. Contact us immediately if you're having payment difficulties.
Yes, chronic conditions are covered under our Lifetime policies. As long as you renew your policy each year, your annual limit for that condition will refresh, allowing you to continue claiming for ongoing treatment throughout your pet's life.
Your excess is set when you take out the policy. While a lower excess means you pay less per claim, it typically results in higher monthly premiums. You can adjust your excess at renewal, or contact us to discuss changing it mid-term, subject to underwriting approval.
Some of our policies include third party liability cover, which protects you if your pet causes injury to someone else or damages their property. This is particularly important for dog owners. Check your policy schedule to see if this is included.
You can add a new pet by logging into your account or calling us. Each pet will have their own policy, but you'll automatically receive our 10% multi-pet discount. The new policy will be subject to the usual waiting periods and terms.
Standard policies don't cover routine vaccinations, flea/worm treatments, or preventative care. However, if your pet has an adverse reaction to a vaccination, the resulting treatment may be covered. Some premium policies may include wellness benefits.
We pay claims based on the actual treatment costs up to your policy limit. We don't impose fee limits for individual treatments. However, treatment must be considered reasonable and necessary. If costs seem excessive, we may request clinical justification from your vet.
You may be able to upgrade to Lifetime cover, but any conditions your pet has already claimed for under your Maximum Benefit policy will likely be excluded or subject to the remaining limit. It's best to contact us before making any changes to understand the implications.
The excess is made up of a fixed amount (you choose this when taking out the policy) plus a percentage of the claim (typically for older pets). The excess is deducted from each separate claim you make, not per policy year.
Many of our policies include cover for advertising and reward costs if your pet goes missing, plus a contribution toward the purchase price if they're not found after a specified period. Microchipping is usually required for this cover to apply.