How to claim

The excess on your pet insurance policy is your contribution towards the cost of your claim. You choose the excess at the start of your policy and as with any insurance provider, it allows us to ensure that premiums remain affordable for our policyholders.

A fixed excess is the amount you will pay every policy year for each condition. 

Sometimes, treatment claimed for may fall under the fixed excess amount, whether this is a new condition or if a condition is split over policy years. The treatment can still be claimed for and will show as a settled amount of £0. If there is continuation treatment following an under excess claim, then some fixed excess may be taken from this claim along with the variable excess.

The variable or percentage excess is calculated after the fixed excess is deducted along with any other deductions applied to your claim.

Your fixed and variable excess can be found on your Policy Schedule.

You can only claim for treatment that has already taken place. All claims need to be submitted with a supporting invoice by the vet who has seen your pet, confirming what has been charged for.

Any sign of illness, disease or injury that your pet has before the policy starts.

For example, if your pet has a sore front leg before the policy starts that turns out to be elbow dysplasia then the first clinical sign of that illness is pre-existing to the policy.

Your pet must have had a dental health check in the 12 months before the dental diseased was noticed. The treatment must be carried out within 3 months of any recommendation being made by your Vet

A dental health check is a veterinary check of the teeth and gums.  We ask you to do this to ensure that any dental disease is treated as quickly as possible and shows us that you have taken steps to prevent severe dental disease for your pet.

If the Covid 19 pandemic has affected your ability to comply with the above conditions, please submit a covering letter with your claim and we will consider this when assessing your claim.

The Breeding Risk benefit has to be in force for a period of 12 weeks prior to mating.

Please note, we will not cover

Any costs for veterinary treatment if your pet was pregnant at the start of this policy section, or became pregnant within the first 12 weeks of the start of this policy section.
Anything over the maximum benefit of this section
Any cost if your female pet is under 1 or over 7
Any cost if your female has had more than 4 pregnancies
We will not cover any cost for the following breeds to have caesareans :
o Bulldog
o French Bulldog
o Boston Terrier
o Pekingese

Please refer to your policy Terms and Conditions for further information regarding this benefit.

If your dog has been referred to a specialist practice by your usual vet.  You can claim up to 25p per mile to and from the specialist practice, toll road charges, standard ferry fees and accommodation if the specialist is too far away to travel to and back in one day.

The limit on the policy will be on your Policy Schedule.

Send us an email with your policy details clearly stated and include your itemised receipts for accommodation, toll charges, ferry fees and tell us how many miles you have travelled.

To claim under this section, you must have added it to your policy before you travelled.

To claim, please send us an email which includes your policy number, full name and address and pet details along with

• Itemised receipts.
• Clinical history if you have it.
• The contact details for the treating practice.

Please see your Policy Booklet for the full details regarding this section of cover.

To claim under this section, you must have added it to your pet’s policy before you became unwell.

To claim, please send us an email which includes your policy number, full name and address and pet details along with:

• Your hospital admission and discharge note.
• The receipt showing each day your dog was in boarding kennels or looked after by a pet sitting service.

Please see your Policy Booklet for the full details regarding this section of cover.

Depending on your policy and level of cover, you can claim up to £250 in costs for trying to find your pet.  This £250 includes any reward you pay the person who finds your pet.

You cannot claim if your dog goes missing within the first 10 days of your policy starting.

We do not cover the costs of any online company that offers to search for your dog for you.

Please see your Policy Booklet for the full details regarding this section of cover.

If your dog has gone missing we advise you could contact your local veterinary practice, rescue centres, local authorities and dog warden and tell them that your dog is missing.

To make a claim for the Death benefit we require confirmation from your vet of your pet’s death, along with the purchase receipt.

We must advise we are unable to pay your claim unless your vet certifies that your pet is dead.

Please visit our website to make your claim.

Please refer to your policy Terms and Conditions for further information regarding this benefit.

We are very sorry to hear of the loss of your pet. Depending on your policy and level of cover, you can claim up to £150 for the cost of cremation, burial and a house visit by a vet to put your pet to sleep.

For more information on your cover, please refer to your policy Terms and Conditions

We are very sorry to hear of the loss of your pet. To claim for purchase price, you must have this benefit on your policy.

Please check your Schedule of insurance for the maximum age you can claim under this section.

Your vet must confirm that they have seen your pet and confirmed your pet has passed away. 

To claim please send us an email with your policy number, policyholder, and pet details along with your purchase receipt or proof of purchase.

Vaccinations, preventative parasite control and routine neutering are some examples of routine treatment.

Preventative treatment would be treatment that your vet recommends to prevent an illness or disease for example removing a dew claw that is not injured but may lead to injury in the future. 

Pet insurance is in place to provide peace of mind for unexpected illness, disease, or injury