How to claim
We pay 97% of claims
What you’ll need
Providing all the relevant information could speed up the processing of your claim.
You’ll need your:
- Policy number.
- Itemised invoice or receipt from your vet or online pharmacy.
- Pet’s clinical history from your vet practice.
- Reference number from your last claim, if this is a further claim for an ongoing condition.
You can find your policy number at the top of your schedule of insurance or in your online account.
Make a claim
We understand this can be a stressful time, so we want to make it as easy as possible for you.
Claim through your vet
The easiest and fastest way to process your claim is to ask your vet to submit a claim to us directly online.
Talk to your vet about what they need from you to complete your claim.
Vets can also submit a claim using the Vet Envoy portal if they subscribe.
For all equine policy claims, your vet must submit the claim.
If you are a vet submitting a claim, please click here.
Fill in your claim details yourself and submit online.
Get a copy of your pet’s medical history, their treatment invoice or any receipts for the treatment you’ve paid for.
Fill in the online form, upload your supporting documentation and submit it.
Our team will keep you updated every step of the way.
Other ways to claim
What happens next?
Our award-winning UK-based team will be in touch to provide you with updates.
Our current processing time for claims is 14 working days from the date we receive the claim.
Our claims communications sometimes go to your bulk or junk mail folder, please check there before contacting us.
You can also check with your vet that they have submitted your claim.
What you can’t claim for
Pre-existing conditions. This is any sign of illness, injury, or behavioural issue that began before your policy started.
The cost of routine or preventative pet care, such as vaccinations and check-ups.
Please refer to your policy Terms and Conditions for a list of full exclusions applicable to the veterinary fees benefit. You can also refer to your IPID document for your main exclusions.
Trusted by owners
That’s why 96% of our customers would recommend us and 90% renew every year.