How to claim

We understand this may be a stressful time, so we want to make things easy. Ask if your vet can submit a claim for you. It’s the quickest and easiest way to get help.

 

Start your claim

Recommended: We recommend you ask your vet to make a claim for you. It’s the quickest and easiest way to get help.

Or you can make your claim yourself from My Pet Account. You'll need your pet's medical history and receipts for any treatment you've paid for.

You’ll get updates about your claim along the way.

Log in

If you’re a vet and you don’t use Vet Envoy, start a claim now.


Our insurance services are rated excellent on Trustpilot.
February 2025.

Trustpilot logo, 4.5 stars.

Keep in mind
 

You won't be able to claim for: 

  • Pre-existing conditions
    Including any sign of illness, injury or behavioural issues that started before you first got your policy. 
  • Immediate illness
    Illness occurring in the first 10 days after your policy starts. 
  • The cost of routine or preventative care
    The cost of everyday pet care, like vaccinations, check-ups and grooming. 
  • Some kinds of dental care
    Routine dental check-ups, elective dental treatments, crowns and root canal procedures. 

Terms, limits and exclusions apply. To read more on what’s covered and what isn’t, see our dog insurance policy booklet(PDF:657KB), cat insurance policy booklet(PDF:719KB) and policy limits.

Let’s look at the details

  • You can track the progress of a claim you’ve made from My Pet Account.

    Log in

  • We aim to pay out claims within seven working days from the date they’re submitted.

    Make sure we receive your claim by the later of:

    • Your policy end date
    • Six months after the date your pet’s treatment started.

    We might not be able to pay claims if they’re not submitted in time.

  • The fixed excess is £125. This is the amount you pay towards each condition per policy year. So if you claimed for the same condition more than once in a year, you’d only pay the fixed excess for the first claim. If treatment lasts more than a year, then there will be an excess for each year you claim for it.

    There’s also a variable excess, which you choose when you set up your policy. You can choose either 0%, 10% or 20%. You might not be able to choose your own variable excess for older pets and some breeds. To keep things simple, we’ll deduct the excess from any amounts we pay you.

    How your excess works based on a claim cost of £3,000:

    • You pay a £125 fixed excess
    • You also pay £287.50, 10% variable excess (chosen by you when you set up your policy)
    • We pay £2,587.50.

    So you pay £412.50 in total and we pay the remaining £2,587.50.

    For third-party liability claims, the fixed excess is £250 and there's no variable excess (dog insurance only).

  • This is an option you can choose when you set up your policy.

    At such a difficult time, we’ll do everything we can to make things as easy as possible for you. To make a claim for the amount you paid or donated when you got your pet, we’ll need confirmation from your vet about their death. We’ll also ask for a receipt from when you bought or adopted your pet, if you have one.

    For more information and to find out how to make a claim, check our policy booklet.

Help and contact

Got a question or need more information? 

Get in touch

You may also like

Go paper-free

Change paper-free preferences for your statements and correspondence.

Manage your paper options

Do more with the app

Find out about all the great features of our highly rated app and how it compares to online banking.

More about the app

Digital skills training

Maximise your online experience with a free one-on-one session from the Digital Helpline.

Explore lessons

Pet insurance

Pets are for life, and so is our insurance. As long as you stay with us, if your pet is diagnosed with a condition we cover after your policy starts, we’ll be there to support you. Year in, year out, up to your annual limits.

More about pet insurance

Person having a picnic with a dog.

Pet insurance

Pets are for life, and so is our insurance. As long as you stay with us, if your pet is diagnosed with a condition we cover after your policy starts, we’ll be there to support you. Year in, year out, up to your annual limits.

More about pet insurance