Coronavirus (COVID-19) update

You can get instant help 24/7 from our virtual assistant, or visit our Coronavirus help and support page for frequently asked questions about COVID-19. Customers who can’t pay now as a result of the Coronavirus pandemic, call us – we want to help you.

If you’re driving less, you may be able to temporarily lower your mileage and could be entitled to a refund. Find out more on our lockdown car insurance refund page.

When making a pet insurance claim you'll be asked for:

  • Your policy number
  • A brief description of the problem
  • The name and contact details of your vet

Claim online

The quickest and easiest way to make a claim.

Let's get started

On paper

Download this form, fill it in and email it or post it back to us.

Download form

On the phone

0345 246 8496

Opening hours:

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

Calls may be recorded. Maximum call charge from a BT landline is 3p per minute. Calls from other networks may vary.

  • Submit your claim
    You’ll get an email to confirm we’ve received it.
  • We'll contact your vet
    Your vet will provide the information needed for your claim. This typically takes 10 days or less.
  • Hear from us within 5 days
    Once we get the information we need, we'll look at your claim and contact you within five working days.
  • Ongoing claims will be covered up to the policy limit on your current policy.
  • Your pet is only covered if your policy remains in force. Vet fees for ongoing conditions are only covered if the treatment arises during a period of insurance where the premium has been paid.
  • Conditions, symptoms and signs of injury or illness that exist in any form before the pet was covered by this insurance, are classified as a pre-existing condition.
  • Once a pet starts having treatment for an ongoing condition under a policy it will be classified as a pre-existing condition when taking out a new policy or changing insurer. You should check whether cover for pre-existing conditions is provided.
  • 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.

Useful services to help you care for your pet

24/7 online access to a vet

Free access to PawSquad, offering live chat and video calls with qualified UK vets.

Go to PawSquad

Save money on your pets medication

Pet Drugs Online could save you money on medication, food and routine treatment.

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.

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’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.

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:
    petclaimreturn@ukipartnerships.com

Or

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

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.