Coronavirus (COVID-19) update

Last updated: 31st March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can't buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. 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, please make sure your insurance still meets your needs.

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

Defaqto 5 star rating for Advanced Cover only (when purchased with all the optional extras).
Defaqto is an independent researcher of financial products

Why choose Direct Line pet insurance?

It can be stressful when something happens to your pet. If your pet suddenly becomes ill or injured, an emergency trip to the vet can sometimes cost thousands of pounds. Not everyone has this money to hand.

Pet insurance from Direct Line can help with any unexpected vet bills. Our pet insurance is designed to give you peace of mind.

24/7 online access to a qualified vet

Free access to PawSquad, offering live chat and video calls with UK vets who can answer your questions.

  • 24/7 advice from a UK qualified vet wherever you are
  • Video calls enabling vets to see your pet face-to-face
  • Text chat with the option to upload images

Existing customer? Get PawSquad

Customisable cover

Whether you’re looking to insure your cat or your dog, our range of cover enhancements help you make the right choice.

Claim online

Claiming online is quick and easy, just fill out our form so we can deal with your vet directly.

Make a claim

Save on your pets medication

Direct Line has partnered with Pet Drugs Online, so you can get more out of your pet insurance.

  • Discounted medication so your claim limit can go further, which is especially helpful for ongoing treatments
  • Prescription fees covered up to £15
  • Discounted pet food, toys and general health products

Start saving with Pet Drugs Online

This offer is not an endorsement by Direct Line of www.petdrugsonline.co.uk and customers should always rely on the advice of their vet with regard to diagnosis, treatment and medicines for their pet.

Multi-pet discount

Save 12.5% if you have more than one pet to insure on the same policy.

And, if you’re an existing customer, please give us a call on 0345 246 8705 to add on your pets.

Multi-pet discount is introductory and applies for the first 12 months of the policy.

Compare our pet insurance cover levels

Our pets are all different. That’s why we have two types of customisable cover.

What policy is right for you?

We recommend you insure your pets for any costs you couldn’t pay yourself.
Things to consider

Essential cover
From £6.79 per month
Advanced cover
From £10.27 per month
Vets’ fees per condition
Necessary treatment for each separate condition
Up to £4,000 Up to £8,000
Time limit per condition
Maximum time each condition is covered
12 months
from the first date of treatment
No time limits
Cover for accidents, injuries and disease
Including dental accident
Complementary treatments
Including physiotherapy and hydrotherapy
Dental disease
Treatment costs for tooth and gum disease
Up to £1,000
included in the overall vet fee limit
Euthanasia
Cover towards the cost of having to put your pet to sleep
Up to £100
included in the overall vet fee limit
24/7 free online vet access with PawSquad
A video and online chat service
Help when you need it
Practical legal advice and bereavement helplines
5 in 1 care package
We will cover advertising and reward fees, pet boarding, death of a pet, lost pet and holiday cancellation fees
Optional
for an additional cost
Optional
for an additional cost
Third party liability for your pet (dogs only)
Up to £2.5 million towards costs awarded against you as a result of an accidental incident involving your pet
Optional
for an additional cost
Optional
for an additional cost
Overseas travel cover
For journeys to countries included in the UK Government’s Pet Travel Scheme
Optional
for an additional cost
Optional
for an additional cost

10% of new customers purchasing single pet policies achieved these prices. Cover is only available providing the policy remains in force.

What other benefits are available?

  • Advertising and reward
    Up to £1,000 towards advertising if your pet goes missing
  • Pet boarding fees
    Up to £1,000 if you have to stay in hospital for more than four days
  • Death of pet
    Get the original purchase price you paid for your pet up to £1,500
  • Lost pet
    Get the purchase price of your pet up to £1,500 if it’s lost or stolen
  • Holiday cancellation
    Up to £5,000 for uncovered costs because of your pet’s urgent needs

This covers you if a person suffers an injury or dies, or property is damaged, as a result of an accidental incident involving your pet during a period of insurance. We’ll pay up to £2.5 million towards compensation and costs awarded against you by a court, plus the legal costs and expenses for defending a claim made against you.

Travel cover for journeys to countries included in the UK Government’s Pet Travel Scheme. This includes:

  • Quarantine costs - up to £1,500
  • Loss of your pet’s passport - up to £250
  • Repeat tapeworm treatment
  • Emergency expenses abroad - up to £300

Things you need to know

Claims won't be covered when

  • Connected with, or a recurrence of, a pre‐existing condition, symptom or event.
  • The condition’s time or monetary limit has been reached.
  • Relating to any illness or disease arising during the first 14 days of cover.
  • Connected to behavioural problems or traits
  • The cost of preventative, non‐essential or routine treatment.
  • Your pet is being used for, or claims arising from the use of your pet for commercial, guard, breeding, gun dog use, security or working purposes or for racing, unless agreed by us.

The above is only a summary of some of the exclusions. Please refer to the policy wording for the full policy terms and conditions.

Common confusions

  • Any ongoing claims will be covered up to the limit on your current pet insurance plan.
  • Your pet is only covered if your policy remains in force. Vet bills for ongoing conditions are only covered if the treatment arises during a period of insurance where the premium has been paid.
  • A pre-existing condition is any condition or symptoms, or signs of injury or illness, that happen or exist in any form before the pet was covered by this insurance.
  • Before taking out insurance, make sure pre-existing conditions are covered. Remember, once a pet starts having treatment for an ongoing condition it will be classified as a pre‐existing condition if you take out a new policy or change insurer.

Important information

Download pet insurance policy documents

You can download our pet insurance policy documents for a full list on what isn’t covered.

What affects your pet insurance quote?

  • Age. The older your pet gets, the more expensive your cover is likely to be. This is because your pet is more prone to chronic medical conditions in its later years.
  • Rising vet fees. Fees are increasing throughout the UK because vets can now provide more advanced treatments.
  • Breed. Some breeds are more expensive to insure as they’re more susceptible to certain medical conditions.
  • IPT. If Insurance Premium Tax either increases or decreases, insurance premiums are impacted.

Frequently asked questions

Although we don't provide a 'lifetime' policy, our Advanced policy will cover each separate illness or injury up to £8,000. There's no time limit on how long we will cover the condition for as long as your policy remains in force with us. In 2018 less than 3% of closed claims reached the £8,000 limit.

It means any condition or symptoms or signs of injury, illness or disease which occurred or existed in any form, prior to taking out a policy with us.

Should any illness or disease occur during the first 14 days of taking out a policy, this would also be classed as pre-existing and therefore not covered.

Once a pet starts having treatment for a medical condition under a policy it becomes a pre-existing condition. Any ongoing claims would be covered up to the limit as described in your policy, but if you take out a new policy or change insurer in the future you should check whether cover for pre-existing conditions is provided.

If you were unaware of your pet's condition when you took out your policy, then hereditary and congenital conditions are covered.

As with any illness or disease, your pet must not be exhibiting any signs or symptoms of the condition prior to or within 14 days of the cover starting.

When you get in touch, one of our Claims Advisors will let you know approximately how long your claim will take to process. As long as we have all the information required, and you claim within the terms of the policy, we will settle a claim as quickly as possible.

PawSquad is a 24/7 vet advice line exclusively available for Direct Line Pet customers. Independent practicing vets are available to discuss any problem, anytime, either through online chat or video chat.

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