Frequently asked questions.

Claims FAQs

It is completely up to you.

You can submit a claim after each treatment or wait to see how the condition develops and claim for everything at once.

We ask that you try and submit your claim at least 12 months from the treatment date.

There are no penalties or fees when submitting claims.

You will need to submit a claim for each new condition.

If you have been to more than one vet for the same condition you will need to submit a claim for each practice visited.

If treatments have happened within the same policy year, your Claim Contribution (Excess) will only be deducted once.

You won't incur any fees for submitting claims and your current price won't be affected by the number of claims submitted.

You'll need to submit a claim for each condition. If all of the treatments took place at the same practice and for the same condition, you can submit this to us on one claim.

If the treatments took place at multiple vets, then you will need to submit a claim for each practice visited.

You'll just need to select the first date that you're claiming for as your treatment date and total all of those costs together for the overall claim total. We will request the invoices from each vet, so this doesn't have to be exactly accurate.

If you're unhappy with the outcome of your claim then you are able to dispute the decision and we'll be happy to reassess it for you.

You can dispute a claim in one of two ways. You can find the 'Dispute' button in the email that was sent to you to confirm your claim outcome, or you can head to 'My Insurance' on our website click on the declined claim, view the breakdown and click the dispute button.

You will be able to provide any supporting information to let us know why you are disputing this. Your vets can also provide us with supporting evidence.

Once we have gathered all the additional information that we need, your claim will be reassessed in full by a different claim assessor.

Around 9 out of 10 claims get accepted.

The majority of claims declined are mainly related to pre-existing conditions and claims for routine, preventative, or elective treatments.

It normally takes us around 7 days, but we aim to have claims processed within 14 days from submission.

This is mainly dependent on how quickly we can gather all the information from your vet.

We can definitely pay your vet directly.

However, we recommend that you first check that your vet is happy to accept direct claim payments. Not all vets accept direct payments, so it’s best to double-check with them.

You can claim with any vet practice, as long as they are a registered member of the Royal College of Veterinary Surgeons.

Once you have submitted your claim, we will reach out to your veterinary practice to request your pet's full medical history and the invoices for the treatment.

We may need to reach out to you or your vet if we need further information.

Once we have all the information, your Customer Champion will then process the claim. If accepted, we will then pay the claim.

It won’t affect your current price.

However, it might affect the price at your next renewal, depending on the number of conditions claimed for in the year and the total amount paid out of the accepted claims.