Pet Insurance

Pet Insurance - Your questions

Discover all the ins and outs of our great value pet insurance with a little help from our frequently asked questions.

• What animals do you insure?

  Cats and dogs.

• Can I take out immediate cover?

  Yes. You can take out a policy in minutes. Either apply online or just call us on 0844 335 0651. Calls may be monitored or recorded.

• 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. There is no upper age limit, apart from with the death from illness cover. The upper age limit for death from illness cover is 9 years old for a dog and 11 years old for a cat.

• Do you cover pre-existing conditions?

  No. Your pet insurance policy will not cover any medical condition or symptoms that your pet had before the start date of your policy or any illnesses 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 from cover.

• Can you cover my pet abroad?

  Yes, provided you're travelling to Eire or a member country of the PETS Travel Scheme (excluding non-EU and long-haul countries) and comply with the requirements of this scheme while you are abroad. To find out more about the PETS Travel Scheme, visit Department for Environment, Food and Rural Affairs (DEFRA).
  The length of your cover abroad will depend on the level of cover you choose, so please check the benefits table on the cover details page.

• How long does it take for claims to be paid out?

  We aim to have claims settled within five days of 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 you a choice of payment methods. Pay your premium in a lump sum by Direct Debit, debit card or credit card. Or, you can spread the cost of your annual pet insurance policy over the year by paying by Direct Debit (subject to status, 0% APR).

• Do you cover my pet's dental work, for example teeth cleaning, or extraction?

  Your pet is covered for dental treatment as a result of an accident, but any regular dentistry is excluded.

• Do you cover hereditary and congenital conditions?

  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 start date or within the first 10 days of your pet insurance policy.

• If I make a claim, do I pay the vet and then you reimburse me?

  No. To make it easier for you, we usually pay the vet directly if they are set up for this transaction. If the vet is unable to offer this facility, or you've already paid the vet, we'll simply send you a cheque. In the event of an emergency call out, the vet may request payment to be made immediately.

• 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 or loss of your pet, we'll refund the premium you've paid. If you exercise your right to cancel after the 14 day period, 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're paying by installments, 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 your address. If we do cancel your policy, we'll refund the part of your premium you haven't yet used as long as no claims have been made.

• 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 should I do if my dog or cat is missing?

  Contact our claims department on 0844 335 1583. They will record the details and issue a claim form. If it's a dog that's missing you must report it to the police, and our claims department will require evidence of this report (usually a reference number).
  
  (Maximum call charge of 0844 number from a BT landline is 7.5p per minute. Calls from other networks may vary; calls may be recorded or monitored).

• What should I do if my dog or cat is involved in an accident?

  Contact our claims department on 0844 335 1583. They will record the details and issue a claim form.
  
  (Maximum call charge of 0844 number from a BT landline is 7.5p per minute. Calls from other networks may vary; calls may be recorded or monitored)

• What is the claims number?

  Our claims number is 0844 335 1583 and the opening hours are Monday to Friday 8am-6pm and Saturdays 9am-2pm.
  
  (Maximum call charge of 0844 number from a BT landline is 7.5p per minute. Calls from other networks may vary; calls may be recorded or monitored).

• Who underwrites the pet insurance policy?

  Our pet insurance policies are underwritten by Zenith Insurance Plc