Coronavirus (COVID-19) update

Last updated: 7th April 2020

Please be aware we can only accept new business online. With the exception of life insurance, customers can’t currently buy insurance over the phone.

Existing customers: We’re ready and able to help, but at times we can be busy. Please bear with us.

Use our virtual assistant if you have questions about your renewal or want to make a change to your policy. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, check your insurance still meets your needs, you don't need to contact us in order to renew.

Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

For frequently asked questions about COVID-19, go to our Coronavirus help and support page.

For more information or to speak with a member of the team, please select a product below.

Frequently asked questions

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.

Please call our Claims Hotline on 0345 246 8496 between 9am and 5pm Monday to Friday.

You will need to have the following information when you call:

  1. Policy number
  2. Pet’s name
  3. Nature of claim
  4. Please keep all receipts and invoices you want to claim for, and send them to us with your completed claim form and any other documents that support your claim.

    If you have taken cover with us for trips abroad under the government’s Pet Travel Scheme, veterinary fee claims form must be completed at the time of treatment.

We offer two levels of cover. Our Essential policy covers each separate condition for 12 months from the first date of treatment, up to a maximum of £4,000 per condition. This policy is suitable for unexpected accidental injuries or for acute conditions that are unlikely to require long‐term treatment. Our Advanced policy covers each separate condition up to a maximum of £8,000, with no time limit on reaching this amount. The Advanced policy is suitable for on‐going conditions such as arthritis or heart conditions. Treatment for the condition will be covered until the maximum benefit of £8,000 has been reached.

Once a pet is insured with us we will continue to insure it. We do not restrict cover or increase the excess due to a pet’s age. Please note that all cover for ongoing claims is subject to the policy remaining in force.

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.

We are happy to send claim payments directly to your vet, as long as they are 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.

Still got a question? - Get in touch

Have you checked our most frequently asked questions? If you still can’t find the answer, then please give us a call.

General enquiries

0345 246 8705

  • Mon - Fri 8am - 7pm
  • Sat 9am - 5pm
  • Sun Closed

Make a claim

0345 246 8496

  • Mon - Fri 9am - 5pm
  • Sat Closed
  • Sun Closed

Calls may be monitored and recorded. Call charges will vary.

Call our pet advice lines on 0370 600 0633

  • Find‐a‐vet helpline
  • Legal advice line
  • Bereavement helpline

All our pet advice lines are open 24 hours a day, 365 days a year.

Complaints procedure

If you wish to make a complaint please view our complaints procedure.

Please save these numbers to your phone.

Typetalk service

Direct Line supports the Typetalk service for people with communication difficulties.

To use use Typetalk, you'll need to prefix the number 18001 before the number you wish to dial. For example: 18001 + area code + number.