Frequently Asked Questions
What animals do you insure?
Cats and dogs.
Do you have an age limit?
You can purchase pet insurance for your dog or cat as soon as they are over 8 weeks old and there is no upper age limit, apart from Death from illness cover.
The upper age limit for Death from illness cover is if your dog is over 9 years old or your cat over 11 years old.
What is the policy excess?
You'll pay the first £50 excess towards the veterinary treatment for each new illness or injury (continuation treatment claims are not subject to a new excess if they relate to an earlier condition) and a £100 excess towards claims for accidental damage for third party liability.
Will you cover pre-existing conditions?
Your pet insurance policy will not cover any medical condition or symptoms that your pet had before the inception date of your policy or any that occur during the first 10 days of your insurance cover.
Do you cover the cost of neutering?
No - any preventative and elective treatments or routine examinations and treatment are excluded.
Can you cover my pet abroad, if so how long for?
Yes, provided you're travelling to Eire or a member country of the PETS Travel Scheme (excluding NON-EU countries) and comply with the requirements of this scheme while you are abroad. You can find out further information about the PETS TRavel Scheme by visiting the PETS Travel Scheme website run by the Department for Enviroment, Food and Rural Affairs (DEFRA) at http://www.defra.gov.uk/animalh/quarantine/pets/index.htm. The length of your cover abroad will depend on the level of cover you choose, please check the benefit table.
How long does it take for claims to be paid out?
We aim to have claims settled within five days or receipt, however this depends on the complexity of the claim and any investigations that may be necessary.
How can I pay for my policy?
We offer our customers a choice of easy payment methods. You can choose to pay your premium by monthly Direct Debit, or if you prefer, you can pay in a lump sum by credit or debit card. Online payments are made via a secure server, which uses advanced encryption technology to ensure your details are safe during transmisson. We accept the following credit and debit cards.
Is there any advantage to paying my premiums monthly by Direct Debit?
Yes. It breaks your premium down into very affordable monthly payments and you can relax in the knowledge that at renewal your cover will continue unless you tell us otherwise. We don’t charge any interest for paying your premiums monthly.
Do you cover dental work I.e. teeth cleaning, extraction?
Your pet will be covered for dental treatment as a result of an accident but any regular dentistry is excluded.
Does claiming affect my premium the following year?
We want to make sure that all pets insured by us receive the care and treatment they need as quickly as possible. We therefore don’t want to discourage any customers from claiming out of fear of affecting their premium. Therefore we do not apply any discounts or loads based on claims history on individual policies. However, normal generation annual rate review could apply.
Are hereditary and/or congenital conditions covered?
Yes, your policy will cover hereditary and congenital conditions provided the condition hadn’t been discovered and your pet hadn’t any symptoms before the inception date of your pet insurance policy.
Do I have to pay the vet and you reimburse me?
To make it easier for you we usually pay the vet directly if they are set up for this. If the vet is unable to offer this facility or you’ve already paid the vet, we’ll send you a cheque.
In the event of an emergency call out, the vet may request payment to be made immediately.
What should I do if I don't want you to send me any marketing material?
We give you an option to tell us during the quote process if you don't want to receive any marketing material.
How do I cancel my policy?
If you're not satisfied with the cover provided by your policy, you have 14 days to cancel from the date you receive your documents. As long as no incidents have arisen which could result in a claim under your policy for the death/loss of your pet, we'll refund the premium you've paid.
If you don't exercise your right to cancel during the 14 day period, your policy will continue as normal. If you decide to cancel after this 14 day period, you must give us seven days' notice in writing. As long as no incidents have arisen which could result in a claim under your policy, we’ll refund the part of the premium you haven’t yet used. If the amount due when you cancel your policy is more than the amount you’ve paid, you must pay us the difference.
If a claim has been made, or any incidents have arisen which could result in a claim under your policy, we’ll cancel your cover but not refund any premium. If you are paying by instalments, you must still pay us the balance of the full annual premium.
We also have a right to cancel your policy at any time by giving you seven days' notice in writing. We'll send our letter to the latest address we have for you. If we do cancel your policy, we'll refund the part of your premium you haven't yet used.
How do I know if my cover has been accepted?
Once you've entered your payment details, the "payment confirmation" page will be displayed. This page is confirmation of your cover, and will display your quote number and cover start date. Your policy documents will be posted to you by first class post.
What do I do if my dog/cat is missing?
Contact our claims department on 0844 335 1583 and they will take the details from you and issue a claim form. If it is a dog which is missing you will need to be report this to the police and our claims department will require evidence of this.
What do I do if my dog/cat is involved in an accident?
Contact our claims department on 0844 335 1583 and they will take the details from you and issue a claim form.
What is the claims number?
Our claims number is 0844 335 1583 and the opening hours are:
Mon-Fri – 08:00 – 18:00
Saturday – 09:00 – 14:00
Who is the Underwriter of the policy?
Our policies are underwritten by AmTrust International Underwriters Limited.