Make a pet claim

There's 3 ways to make a pet claim…

  • Claim online

    The quickest and easiest way to submit a claim

    Start now
  • On paper

    Download this form. Fill it in and email it back to us.

    Download form
  • On the phone

    Give us a call on

    0345 246 8496

If you decide to make a claim, you’ll need the name and contact details of your vet practice.

Frequently Asked Questions

What isn’t covered by my pet insurance policy?

Any illness or disease that happens during the first 14 days of the policy or any condition that is present before the start date of the policy would not be covered. This includes recurrence of any illness, disease or injury that was present before cover started or that occurred during the first 14 days of your pet being covered.

It doesn’t cover any preventative, non‐essential or routine treatments or tests, such as flea treatment, neutering and vaccination, behavioural problems, pregnancy, food and any costs that, as a pet owner, you would normally expect to pay.

There is also no cover for any claim that results from an incident covered by other insurance, for example Third Party Liability.

Treatment for dental disease and Euthanasia are not covered under our Essential Policy.

Please refer to the policy wording for full details of what is and isn’t covered.

What is the excess on my pet insurance policy?

The excess is the part of the claim you must pay. For veterinary fees an excess applies once per condition and is currently £80 for cats and £95 for dogs. There is also an optional voluntary excess – currently £160 for cats and £190 for dogs. If you choose this optional excess, your premium will be lower.

There is an excess for material damage to property under section 7 - Third Party Liability. This is £250.

If you have any other excess applied to your policy this will be detailed in a separate endorsement letter or appear on your schedule.

At present we don’t increase the excess as your pet ages. The excess is taken once per condition and is deducted from the claims settlement.

Do I pay the vet and you reimburse me, or can payment be made to the vet directly?

We’re happy to send claim payments directly to your vet, as long as they’re happy for us to do so. You can tell us who should receive the claim payment on the claim form. If you would like us to pay your veterinary practice directly, you should pay the excess to the practice first.

How do I make a claim on my pet policy online?

There are three ways to start your claim:

  1. Use our secure online portal. Just complete the form and we’ll get back to you.
  2. Call us on 0345 246 8496
  3. Download the Pet Insurance claim form and email or post it to:


    Direct Line Pet Insurance
    Pet Claims
    Leeds Processing Centre
    42 The Headrow
    LS1 8HZ.

If I don’t make any claims on my pet Insurance policy will I get a discount?

We don’t offer a no claims discount on the premium for pet insurance. This is because we don’t want to discourage owners from taking their pet to see a vet and claiming for necessary treatment just to save money on their premium.

What our customers think

Defaqto Ratings

We’re proud of our customer reviews and 5 star Defaqto rating for pet insurance.

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Defaqto Ratings

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