Frequently asked questions.

Claims FAQs

You will need to log in to your account. From there, click the 'Make a Claim' on the pet you would like to make a claim for.

You’ll just need to let us know a few things such as the type of claim, veterinary practice visited, and the payment details.

Once we’ve received your claim we will reach out to the vet and request a full medical history for your pet and an invoice, so you won’t need to send us these.

Claims normally take 7 days to process from when they are submitted, but this can take longer depending on how quickly we get the details from your vet.

If you are expecting a treatment to happen in the future and you want to check that it will be covered, you can always submit a Pre-Authorisation request to us.

To submit a Pre-Authorisation, you’ll need to log in to your account. Click the 'Make a Claim' button for the pet. Select the option, ‘I have a vet bill to claim for’ and then select, 'I would like to submit a Pre-Authorisation claim request'.

You’ll need to know where the treatment is happening and an estimate of the cost.

Once you have submitted your Pre-Authorisation claim, we’ll reach out to the vets to ask for the medical history and their estimate so we can assess this for you.

We ask that you give us at least 48 hours before treatment to assess any Pre-Authorisation requests.

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.

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.

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

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.

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.

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.

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.

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.