Due to the ongoing impact of Covid-19 we are working on a reduced workforce with temporarily reduced call centre operating hours so your call may take longer to answer.
Our offices are open from:
Service: Mon-Fri 8am-8pm / Sat 9am-2pm
Claims: Mon-Fri 8am-8pm / Sat 9am-2pm
Renewals: Mon-Fri 8am-8pm / Sat 9am-2pm
Sales: Mon-Fri 8am-8pm / Sat 9am-2pm
Please visit our website if you are looking to take out a new policy.
We understand that our customers financial circumstances may have been affected by Covid-19. We may be able to reduce the cost of your cover by reviewing your current requirements. Please contact us to discuss how we can help.
If you are paying for your cover by monthly instalments, and have not yet received financial support you can apply for a deferral of payment. Should you wish to apply for this please contact firstname.lastname@example.org, providing us with your full name, telephone number, postcode, policy number and email address and we’ll be in touch with you.
What do you get?
If your pet becomes unwell or gets lost, Debenhams Pet Insurance will step in to help (it also has a little something for you too). Here’s what you get:
- Up to £8,5001 cover for vet fees per year
- Up to £1,5001 cover to help find missing pets
- Up to £1,5001 holiday cancellation cover if your pet requires emergency life-saving surgery within 7 days of your departure
- £1,000,0002 third party legal liability cover for dogs
- Help to find a registered minder if you’re away from home
- Bereavement counselling should the worst happen
- Special legal advice for any issues with your pet
|Elite ||Extra ||Basic ||Essential |
|Policy Length||Lifetime||Lifetime||Lifetime||12 months|
|Vets Fees||£8,500 per year||£3,500 per year||£1,000 per condition, per year||£2,500 per condition|
|Vets Fee Excess||£85 per condition/per policy year||£85 per condition/per policy year||£85 per condition/per policy year||£85 per condition/per policy year|
|Death From Illness||£1,500||£1,000||£750||£500|
|Death From Accident||£1,500||£1,000||£750||£500|
|Third Party Liability||£1M (dog)||£1M (dog)||£1M (dog)||£1M (dog)|
|Third Party Liability Excess||£100||£100||£100||£100|
|Advertising and Reward||£1,500||£1,000||£750||£500|
|Loss by Theft or Straying||£1,500||£1,000||£750||£500|
|Overseas Travel||90 days||90 days||30 days||30 days|
|Pet Legal Helpline||Yes||Yes||Yes||Yes|
|Pet Minders Helpline||Yes||Yes||Yes||Yes|
|Pay Vet Direct||Yes||Yes||Yes||Yes|
|Find a Vet Helpline||Yes||Yes||Yes||Yes|
|Bereavement Counselling Helpline||Yes||Yes||Yes||Yes|
1 Based on the Elite cover level
2 £100 excess applicable to all third party legal liability claims
Debenhams Retail Ltd is an introducer appointed representative of Insurance Factory Limited which is authorised and regulated by the Financial Conduct Authority (No. 306164). Registered in England and Wales Number 02982445. Registered Office: 45 Westerham Road, Bessels Green, Sevenoaks, Kent, TN13 2QB.
Frequently Asked Questions
Debenhams Insurance offers policies for cats and dogs.
Yes, you can take out a policy in minutes. Either apply online or just call 0333 234 0622. (Calls may be monitored or recorded.) New policies will have a 14 day exclusion period for illness claims.
You can purchase pet insurance for your dog or cat as soon as they are over eight weeks old. There is no upper age limit, apart from death from illness cover. The upper age limit for death from illness cover is 8 years.
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 14 days of your insurance cover.
No, any preventative and elective treatments, or routine examinations and treatment are excluded from cover.
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.
Most claims are settled within 5 working days of receipt. However, the complexity of the claim and any investigations that may be necessary will impact on the amount of time it takes to reach a settlement.
You can pay your premium in a lump sum by debit card or credit card. Or, if you prefer, you can spread the cost of your annual pet insurance policy over the year by paying by Direct Debit (subject to status, 0% APR).
Your pet is covered for dental treatment as a result of an accident or injury, but any regular dentistry is excluded. There is no cover for dentistry on the Accident Only policy.
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 14 days of your pet insurance policy.
As long as your vet is happy to deal directly with Debenhams Pet Insurance, we can arrange to pay your vet direct.
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, the premium you’ve paid will be refunded, minus an administration charge (please refer to our Terms of Business for full details).
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, the part of the premium you haven’t yet used minus an administration charge will be refunded. If the amount due when you cancel your policy is more than the amount you’ve paid, you must pay Debenhams Pet Insurance the difference.
If a claim has been made, or any incidents have arisen which could result in a claim under your policy, your cover will be cancelled but your premium won’t be refunded. If you’re paying by instalments, you must still pay the balance of the full annual premium.
Debenhams Pet Insurance also has the right to cancel your policy at any time by giving you seven days’ notice in writing which will be sent to your address. If your policy is cancelled, the part of your premium you haven’t yet used will be refunded as long as no claims have been made.
Once you’ve entered your payment details, the payment confirmation page will be displayed. This page is confirmation of your cover, and will give you your policy number and cover start date. Your electronic policy documents will follow shortly.
If your dog or cat goes missing, please contact the claims department on 0333 234 0618 and you will be talked through the advertising and reward cover.
(Calls may be recorded or monitored).
If your dog or cat is involved in an accident, call the claims department on 0333 234 0618. The details of the accident will be recorded and claim form will be issued to you.
(Calls may be recorded or monitored).
The claims number is 0333 234 0618 and the opening hours are Monday to Friday 8am-6pm and Saturdays 9am-2pm.
(Calls may be recorded or monitored).
Debenhams Pet Insurance policies are underwritten by HDI Global Specialty SE.
We welcome any comments on the services we provide – in the form of both compliments and complaints. We accept that things can occasionally go wrong and would encourage you to tell us about any concerns you may have so that we can take the necessary steps to make sure the service you receive meets your expectations in the future.
Please email our Complaints Department at email@example.com or telephone 0333 234 0580 or, write to;
The Complaints Manager,
Insurance Factory Limited,
The Connect Centre,
If you are not satisfied with the final decision, you may refer your complaint to:
The Financial Ombudsman Service (FOS),
Harbour Exchange Square,
Telephone 0800 023 4567 from a landline or 0300 123 9123 from a mobile phone.
Details on how to progress your complaint with the FOS can be found at www.financial-ombudsman.org.uk
Full details of our complaints procedure can be found in our Policy Wording, a copy of which is available on request.