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 arose during the first 14 days of your pet being covered.

It doesn't cover any preventative, non-essential or routine treatment or tests, such as flea treatment, neutering and vaccination, behavioural problems, pregnancy, food and dental treatment (unless the dental treatment is due to accidental external injury) and any costs 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.

Please refer to the policy wording for full details.

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 £70 for cats and £80 for dogs. There is also an optional voluntary excess – currently £140 for cats and £160 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?

It is quick and easy to start your Pet Insurance claim online through our secure online portal. Simply complete the online form and we will get back to you.

Alternatively, you can call us on 0345 246 8496 or you can download the Pet Insurance claim form and post it to us at Direct Line Pet Insurance, Pet Claims, 37 Broad Street, Bristol BS1 2EQ.

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.

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Things you need to know about Over 50s life insurance:
Premiums stop after your 90th birthday but you still enjoy cover for the rest of your life. In the first year, if you die from natural causes we will refund any premiums, or if you die as a result of an accident, we will pay your cash sum. After the first year regardless of the cause of death we will pay your cash sum. Depending on how long you live, the total sum paid in premiums may be more than the cash sum payable on death. If you stop paying your premiums before the end of your policy your cover will stop 30 days after your missed premium and you won’t get anything back. This isn’t a savings or investment product and has no cash value unless a valid claim is made. Inflation will reduce the buying power of your cash sum in the future.

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