Pet insurance - get in touch

We've put together some answers to the 5 most common questions you ask us.

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 dental treatment (unless the dental treatment is due to accidental external injury) 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.

Please refer to the policy wording for full details.

How do I make a claim on my pet policy?

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

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.

If my dog suffered from a condition that required long-term medication for more than 12 months, would I be able to continue the insurance with you?

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.

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 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.

Give us a call

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
Saturday
Sunday

8am - 9pm
9am - 5pm
10am - 5pm


Make a claim

0345 246 8496

Mon - Fri
Saturday
Sunday

9am - 5pm
closed
closed


Find-a-vet helpline

0370 600 0633

Open 24 hours a day


Legal advice line

0370 600 0633

Open 24 hours a day


Bereavement helpline

0370 600 0633

Open 24 hours a day


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


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

Not happy?

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

Typetalk

Direct Line supports the Typetalk service for people with communication difficulties. To use Typetalk, you will need to prefix the number 18001 before the number you wish to dial. For example: 18001 + area code + number.

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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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