Find the Answer to your question with no need to pick up the phone

What are the PetConnect terms and conditions?

Yes, we have a few terms and conditions of the service provided. Please see terms and conditions below: 1. Pet Protect Pet Insurance customers have unlimited access to PetConnect by phone, chat and vet video consultations and bereavement support at no additional cost. 2. The PetConnect service can only be accessed and used by Pet Protect Pet Insurance customers who have an active cat or dog policy with Pet Protect Pet Insurance. 3. PetConnect is accessible by the dedicated telephone number, chat, or video links. Customers can find details of how to use the PetConnect vet service through our website www.petprotect.co.uk/petconnect 4. PetConnect is not to be used in life-threatening or emergency situations. Please contact your vet in the event of an emergency involving your pet. 5. The PetConnect service is unable to discuss details regarding your pet insurance policy, please contact Pet Protect through the website www.petprotect.co.uk 6. The Pet Protect PetConnect service will store information to create a profile of you and your pet and includes: a) Pet details: species, age, breed, gender and neuter b) If the pet is currently on any medication and currently seeing a vet for the concern c) Pet owner details: Pet protect policy number of pet insurance policy, name, email, pet name and telephone number 7. The information stored by the PetConnect service will be shared with Pet Protect including vet notes if there is a subsequent claim 8. Pet Protect reserves the right to change the terms and conditions of this offer or remove it at any time.

What advice can PetConnect provide?

The advice given to you will be specific to your pet. A vet or vet nurse will listen to your query and offer suitable advice and guidance on next steps. If required, a video call can be set up to get a better understanding of your pet's health. PetConnect cannot diagnose conditions or symptoms over the phone, but they can tell you if your pet should see a vet.

What can you talk to PetConnect about?

You can talk to our vet support service about the following topics: 1. General pet health advice 2. Behavioural advice 3. Food and nutrition 4. Bereavement support

What should I do in an emergency?

If your pet's condition is serious, or they've been in an accident, collapsed or unconscious, you should get your pet to a vet as soon as possible.

Contacting PetConnect

You can contact the PetConnect vet support service by: To speak to the team, please call 0333 332 0339 or you can chat online using https://vet-fone.co.uk/petconnect/chatIf the vet or vet nurse feels that they need to see your pet, they’ll send you video link. PetConnect is ONLY available to Pet Protect pet insurance policyholders and the team will ask you for your policy number, so make sure you have it to hand before you call.

Who can use PetConnect?

Anyone who has an active Pet Protect Pet Insurance policy can use the vet support service.

What can't I talk to PetConnect about?

Unfortunately, you can't talk to our PetConnect vets and vet nurses about anything related to your pet insurance policy, including: • Buying or cancelling a policy • Checking or updating policy details • Making a claim or checking an existing claim • Making a payment If you need to speak to our Customer Services team about your policy, please use the 'Contact Us' page of our website

I have more than one pet, do I get a voucher for each pet?

Yes you are allowed to choose and claim one voucher per pet with up to a maximum of 3 vouchers per customer.

What to do if you haven't received your Voucher?

If you have not received your £30 Voucher, please contact us through our website

What choice of £30 Vouchers do I get?

You can choose from a £30 Amazon Voucher or a £30 Just Eat Voucher or a £30 Pets At Home Voucher.

How do I choose my £30 Voucher?

We will send you an email or SMS before the first payment of your policy to confirm your choice of voucher. All you need to do is reply to the email or SMS with your choice.

Am I eligible for a £30 Voucher?

To be eligible for a voucher you must purchase a new Pet Protect pet insurance policy for your cat or dog direct with us either through our website or on the phone between 18th and 31st March 2022. Customers who have purchased a policy through a comparison, affiliate or cashback website are unfortunately not eligible for this offer.

Is my pet still covered with a Petpals Direct policy?

We are sorry to say that we no longer provide Petpals Direct pet insurance policies to new customers. If you're an existing customer, don't worry we will continue to provide you with pet insurance. Or if you need a new insurance policy with Pet Protect we can provide you with a quote

What is a specified breed?

We classify specified breeds as; Akbash, Alano Espanol, Alpine Dachsbracke, American Bandogge Mastiff, American Blue Gascon Hound, American White Shepherd, Appenzeller Sennenhunde, Azawakh, Azores Cattle Dog, Banter Bulldogge, Basenji, Basset Hound, Belgian Shepherd Dog, Belgian Shepherd Dog (Groenendael), Belgian Shepherd Dog (Laekenois), Belgian Shepherd Dog (Malinois), Belgian Shepherd Dog (Tervuren), Bernese Mountain Dog, Boar Hound, Boerboel, Boxer, Braque Francais Pyrenees, Bulldog, Alapaha Blue Blood Bulldog, American Bulldog, English Bulldog, French Bulldog, Toy Bulldog, Victorian Bulldog, Bullmastiff, Cane Corso, Caucasian Mountain Dog, Central Asian Outcharka Shepherd, Chinese Shar-Pei, Cirneco dell ‘Etna, Coonhound, American Coonhound, English Coonhound, Black and Tan Coonhound, Bluetick Coonhound, Redbone Coonhound, Treeing Walker Coonhound, Dalmatian, Danish Broholmer, Deerhound, Scottish Deerhound, Doberman Pinscher, Dogue de Bordeaux, Dosa Inu, Dutch Sheepdog, English Mastiff, Entlebucher Mountain Dog, Estrela Mountain Dog, German Shepherd Dog, King German Shepherd, Great Dane, Great Pyrenees, Greater Swiss Mountain Dog, Greyhound, Grand Basset Griffon Vendeen, Himalayan Sheepdog, Icelandic Sheepdog, Irish Wolfhound, Italian Greyhound, Landseer, Leonberger, Mastiff, Mee Kyun Dosa, Neapolitan Mastiff, Newfoundland, Old English Mastiff, Old English Sheepdog, Olde English Bulldogge, Perro de Presa Canario, Peruvian Inca Orchid, Pharaoh Hound, Pyrenean Mountain Dog, Pyrenean Shepherd, Rafeiro do Alentejo, Rottweiler, Saint Bernard, Giant Schnauzer, Shiloh Shepherd, Sloughi, American Staffordshire Terrier, Bull Terrier, English Staffordshire Terrier, Miniature Bull Terrier, Miniature English Bull Terrier, Soft Coated Wheaten Terrier, Staffordshire.

Do you insure older pets?

Yes we do, however new policies are only available for pets aged from 6 weeks to 9 years 11 months for cats, from 8 week to 7 years 11 months for dogs and Specified Breeds (see below) from 8 weeks to 5 years 11 months.

How are pet premiums calculated?

There are a variety of factors that affect premiums. Typical rating points include the type, breed, gender and age of animal, the sort of product selected, if your pet's been microchipped and expected future veterinary fee inflation. Veterinary fees in your postcode will also be a factor in calculating your pet's premium.

Is my pet covered for foreign travel?

Yes, cats and dogs are covered for up to 31 days foreign travel per year in conjunction with the government's PETS travel scheme. To activate this cover, call us on 0345 602 4797. Cover varies between policies.

Do you pay for hereditary / congenital conditions?

Yes, we will pay for congenital and hereditary conditions as long as no symptoms have developed before the policy is taken out or during the 15 day waiting period.

Will you pay for medication bought online?

Yes, we will pay for medication purchased on the internet but it is important that you provide us with invoices, the prescription from your vet and a completed medication claim form.

Will my pet have access to alternative therapies?

Yes, we will cover you for complementary treatments such as hydrotherapy, herbal or homeopathic medicine, physiotherapy and acupuncture. Cover varies between policies and is subject to limitations. See table of benefits.

What constitutes a pre-existing condition and why do Pet Protect need to know about them?

Pet insurance is essentially medical insurance, so if your pet has been diagnosed with, or shown signs of, an illness, condition or injury which has or has not been treated in the past, it will not be covered under a new policy. A new insurance policy will only cover you for conditions which may arise in the future. A pre-existing medical condition could be anything, from a chronic health condition such as diabetes to something more simple like a cyst. If you don't declare a condition or symptom then subsequently make a claim for it, it may be declined. If you have any doubts as to whether a condition falls under the definition of "pre-existing" then please call a team member who can help you. And, remember our pet insurance policies do not cover your pet’s routine check-ups, vaccinations, flea and worming treatment but it's important to keep these up to date so your pet remains in the best health possible.

Are pre-existing conditions covered?

Pre-existing conditions are not covered under any Pet Protect policy.

What is ConditionCare Cover?

Our ConditionCare policy covers your veterinary fees, until the vet fee limit is reached for each illness or incident, after which that condition will be excluded.

Provides cover for each new accident or illness up to the benefit level. To take advantage of the benefit limit per illness, your policy must be continually renewed and in force during the period of treatment and after the benefit limit is reached, after which treatment for that accident will be excluded from cover for the remainder of the policy’s life. Please see the Policy Summary and Policy Document for full details.

Am I covered for recurring conditions with a Lifetime Policy?

Yes as long as claims are submitted within 6 months of treatment and you renew your policy each year.

Do the Lifetime policies have a 12 month limit for vet fees?

No, our Lifetime plus and Lifetime Extras policies are true cover for life, with no time limits, providing you renew your policy each year and submit any claims within 6 months of treatment.

What is Lifetime cover?

Lifetime or Lifelong cover means we'll pay for recurring and ongoing treatments as policy benefits are reinstated annually on policy renewal. Lifetime pet insurance provides a set amount of cover for veterinary fees, which renews each year in line with the renewal of the policy. This means that your pet is covered throughout its lifetime providing the policy remains active.

Our Lifetime policy provides an annual benefit limited which will be replenished each year. The limit is reinstated at renewal and covers your pet’s veterinary fees (choose from £4,000 or £6,000) for as long as you require, provided your policy is continually renewed. Please see the Policy Summary and Policy Document for full details.

What is the best pet insurance?

Choosing the right policy for you and your pet will depend on the benefits and cover you want from your insurance. Your pet's age and health may also be contributing factors. Compare our policies today to find the policy best suited to you.

Working Dogs

This is defined as when your pet is being used for or being trained for commercial use,guarding, security, farming, hunting, racing or volunteering, etc. This exclusion does not apply to assistance dogs registered under an approved scheme.

What is classed as a Working Dog?

This includes your pet being used or trained for commercial use, guarding, security, farming, hunting, racing, volunteering etc. This exclusion does not apply to assistance dogs registered under an approved scheme.

Can I take out cover if my pet's vaccinations aren't up to date?

Yes you can, but be aware that we don't cover illnesses that relate to your pet not having received the recommended vaccinations. We advise you take your pet to the vet as soon as possible for its vaccines.

My pet is healthy. Why would I need Pet Insurance?

While your pet may be healthy and happy today, there is no way to predict what might happen in the future. With Pet Protect pet insurance, you'll ensure your pet has access to veterinary care in case of an illness or accident.

When does my cover begin?

Your insurance policy commences on the date you chose the policy to start, as stated on your policy schedule. All our policies include a 15 day exclusion period for injury and illness. This mean that any claims relating to any injury that occurs or illness that manifests within 15 days of the inception date of your policy will be excluded.

Excluded Breeds

Currently we do not insure the following breeds, whether pedigree, cross-breed or mixed breed or breeds of dogs that should be registered under the Dangerous Dogs Act 1991 and the Dangerous Dogs (Northern Ireland) Order 1991 including any subsequent amendments.

• Pit Bulls, American Pit Bull Terriers, Dogo Argentino, Japanese Tosa, Fila Brasileiro, Chinese Shar-Pei, Akita, Dogue de Bordeaux.
• A dog crossed with these breeds, wolves or wolf hybrids.

Eligibility Criteria

You and your pet must meet the following criteria –

You:

• Must be over 18 years old or over.
• Must be the full time owner of the pet you are insuring.
• Must live permanently at your home address within the United Kingdom, the Isle of Man or the Channel Islands.
• Must not have had any pet insurance policy covering this pet void or cancelled by the insurer.

Your Pet:

• If a cat, must be aged from 6 weeks to 9 years 11 months when you take out a policy. A dog must be aged from 8 weeks to 7 years 11 months and Specified Breeds from 8 weeks to 5 years 11 months when you take out a policy. A dog shown as a specified breed in the definition section of the policy terms and conditions, must be over the age of 8 weeks and under the age of 6 years when you take out a policy.
• Must live with you at your home address.
• Must not be used for breeding purposes.
• Has not been subject of any complaints about its behaviour.
• Has not been the cause of an incident or legal action.
• Must not be used or trained for commercial use, guarding, security, farming, hunting, racing, volunteering etc.
• Is not used in your profession, your occupation, any business or is connected with any trade or business.
• Does not live in a premises which sells alcohol.
• Is not taken to work with me or anyone else. If working from home, my pet is not in contact with clients or customers.

Eligibility Conditions

You must meet the following eligibility criteria to take out a Pet Protect Insurance policy. If you do not meet this criteria:

• It may affect your policy premium.
• We may reduce or decline a claim payment.
• We may cancel your policy.

Who do I contact about Microchips?

Our Microchip database was migrated over to a company called Identibase Ltd in February 2017. You can visit www.identibase.co.uk or contact them on the details below: Phone: 01904 487600 Email: petprotect@anibase.com Address: Identibase, PO BOX 33, YORK, YO19 5YW

Does Pet Protect have customer reviews I can read?

Yes we do. You can read our customer testimonials from existing dog and cat policyholders on our reviews page. We also have customer reviews which are collected by Trustpilot, which you can view here.

Is there a charge for amending my personal details?

No, we don't charge to amend your information. Please call to notify us of any changes, we'll be happy to help.

Do I have to use a specific vet or am I free to choose?

You're free to use any qualified vet in the UK. If you are referred to another practice, then you will need to contact us in advance.

Is pet insurance worth it?

If your pet gets ill, injured or has an accident, you will have to pay the often expensive vet bills. Pet insurance is designed to help you cover unforeseen vet expenses and ensure your pet gets the care and treatment they need. Please be aware that your policy may have an excess and a Vet Contribution. Please check your Policy Schedule for complete details

Working Dog

A dog used or trained for commercial use such as guarding, security, farming, hunting, racing, volunteering etc.

Vet Fee Contribution

The amount you must pay towards each claim once any excess has been deducted. Your contribution is calculated as a percentage of the claim depending upon the age of your pet at the start of the current period of insurance.

Vet/Veterinary fees

Fees incurred by a qualified and registered veterinary surgeon at a veterinary practice or at any other authorised organisation.

Vet/Veterinary

A qualified and registered veterinary surgeon.

Treatment

Any examination, consultation, advice, tests, X-rays, medication, surgery, nursing, prescription diet food and care provided by a veterinary practice and/or if instructed by a vet.

Spaying or Neutering

Spaying or neutering is surgical sterilization. Spaying of females involves the removal of the entire reproductive tract (uterus and ovaries). Neutering of males is done by removing the testicles. Both procedures are performed using strict sterile technique while the pet is under general anaesthesia.

Schedule

The document which identifies the policyholder and sets out details of the cover and excesses.

Policy

This document, the schedule (including any schedules issued in substitution) and any endorsements attaching to this document or the schedule that will be considered part of the legal contract.

Prescription diet

A clinical diet where such food has been prescribed by your vet as part of treatment for a covered illness/accident.

Pre-existing condition

Any condition or complication directly resulting from a condition that has been identified or investigated by a vet, is known to you or is otherwise reasonable for you to have known about prior to the start of insurance.

PET Travel Scheme (PETS)

Government scheme allowing you to take your pet abroad to certain specific countries and re-enter the United Kingdom without the need for your pet to go into quarantine, provided certain criteria have been adhered to.

Period of insurance

The period between the Commencement and Expiry dates shown on your schedule. Both dates refer to local standard time at your address.

Microchipping

A microchip is a small implant placed under the skin of an animal and contains a unique identification number. Microchips are commonly used to help identify pets if they become lost or stolen.

Maximum benefit

The most we will pay as stated on your schedule.

Insurance Premium Tax (IPT)

Is a tax on general insurance premiums.

Injury

A physical damage or trauma caused by an accident to your pet. An instance of being injured, for instance a wound, bruise, cut, gash, tear, rent, slash, gouge, scratch, graze, laceration, abrasion, contusion, lesion, sore.

Illness

Physical disease, sickness, infection or failure that is not caused by injury or any changes to your pet’s normal healthy state.

Excess(es)

The amount you must pay as shown on your schedule. In respect of injury or illness an excess is payable for each unrelated condition treated during each period of insurance. If the treatment dates of an injury, disease or illness fall into more than one period of insurance, you will be required to pay the excess for each period of insurance.

Complementary treatment

Hydrotherapy, herbal or homeopathic medicine, behavioural therapy, physiotherapy and acupuncture only.

Clinical signs

Changes in your pet’s normal healthy state, its bodily functions or behaviour.

Bilateral Condition

Any condition, which may affect duplicate body parts on both sides of the body within a 12 month period, for example, eyes, ears, knees, cruciate ligaments and hips. Bilateral conditions are considered as one condition.

Assistance dogs

Has been specifically trained to assist a disabled person and that meets the accredited membership criteria of Assistance Dogs International, Assistance Dogs Europe or the international Guide Dog Federation.

Accident

A sudden and unexpected event brought about by an external influence which is not an illness but which results in an injury.

ConditionCare Policy

Our ConditionCare policy covers your veterinary fees, until the vet fee limit is reached for each illness or incident, after which that condition will be excluded.

Lifetime Policy

A lifelong policy covers your pet for any recurring conditions during their lifetime, up to the annual limit in vet fees, providing your policy is in force and continually renewed. The vet fee amount will then reinstate every year at renewal.

Travel cover as standard

Travel out of the country with your dog without worry. For up to 31 days a year, you will be covered for up to £1,000 in emergency vet bills abroad. Quarantine costs, recovery costs and third party liability are also included. For a list of covered countries and more details please see our FAQ’s.

£300 towards Recovery costs

We will pay towards advertising and reward costs to try and recover your pet after it is stolen or strays, up to the £300.

Third Party cover up to £1 million

If your pet were to cause injuries to a person, or damage someone’s property, you could be legally obliged to pay compensation. We’ll cover this up to £1 million so you don’t have to worry about it.

Holiday cancellation

If you are ill or injured and have to go into hospital for over 48 hours we will pay for your kennel/cattery fees for your pet, up to £500.

Can I change my level of vet fee cover?

Yes, you can change the level of cover. First you need to cancel your existing policy and take out a new policy with us. Please be aware that all new policies have a 15-day waiting period and do not cover pre-existing conditions. If you are considering changing your cover level, please contact us through the 'Contact Us' section on our website.

What are the differences between each cover level?

You can find a comprehensive list of the features and benefits of all of our products, by reviewing our comparison page. On the menu bar, hover over 'Pet Insurance' and select 'Compare Pet Insurance.' When you get a quote, we will show you the differences between the cover levels.

Can I change my level of cover mid-term if my cost of treatment exceeds policy limits?

You must cancel your existing policy and take out a new policy with us. Please be aware that all new policies have a 15-day waiting period and do not cover pre-existing conditions. If you are considering changing your cover level, please contact us using the 'Contact Us' section on our website.

How long do I have to claim?

If you wish to make a claim for the cost of treatment by a vet, you will need to send us a completed claim form with all relevant invoices within 6 months of the start of any treatment. We will not pay claims made after this 6-month period has elapsed unless this is specifically agreed by us before the end of the 6-month period.

Can payment be made directly to the vet?

Yes, we can make payments directly to your vet, but you would need to check your vet agrees first. The excess and vet fee contribution that may apply to your policy will have to be settled by you with the vet.

What is a vet fee contribution?

The amount you must pay towards each claim once any excess has been deducted. This amount is calculated as a percentage of the claim depending upon the age of your pet at the start of the current period of insurance.

What is a vet fees excess? How is it charged?

The amount you must pay. In respect of injury or illness an excess is payable for each unrelated condition treated during each period of insurance. If the treatment dates of an injury, disease or illness fall into more than one period of insurance, you will be required to pay the excess for each period of insurance.

I need my pet's medication urgently; can I fax or scan and email the prescription?

Yes, VioVet.co.uk can accept faxed or scanned prescriptions, however, you must send the original to them via post.

What is a repeat prescription?

If your pet has a long term condition your vet can give you a prescription that can be repeated up to five times or six months' supply. You should place your order for the full amount on the prescription including repeats. NB. Some medication prescriptions e.g. Controlled drugs, are restricted to one month's supply.

My pet needs a consultation before a repeat prescription can be obtained, can I still claim for this?

Some vets may require a consultation with your pet before a repeat prescription can be obtained. This consultation cost can be claimed back, however, you must use a Pet Protect standard claim form when claiming for this cost. The long term repeat prescription claim form can only be used for medication and prescription costs.

Will my vet charge me for writing a prescription?

Vets can charge a reasonable amount to write a prescription and a reasonable cost would be anything up to £12. This is not normally covered under your policy but reasonable charges will be considered when purchasing prescription medicines from VioVet.co.uk. Please include the receipt with your claim.

Can my vet refuse to give me a prescription?

No, your vet is legally obliged to give you a prescription for medication that they would ordinarily supply themselves.

How do I claim for ongoing medical treatment?

You can submit a Repeat Medication claim for ongoing recurring treatment and conditions.

How do I make a Repeat Medication claim?

1. Download a repeat medication claim form
   Simply complete the claim form as detailed below and return to us.
2. Complete the claim form
   For repeat medical claims, the form does not need it completed by your vet.
3. Enclose and send to Pet Protect
   
   • Repeat medication claim form
   • Prescription invoice from supplier
   • Prescription invoice from vet
   • All documents submitted MUST BE STAMPED by your veterinary practice
   NOTE: If you are claiming for a consultation cost along with the medication claim, please complete a standard claim form which will need to be signed and stamped by a vet practice.
4. Return all documents:
   by email to claims@petprotect.co.uk

How do I make a claim?

1. Fully complete the claim form, signed and dated by the policyholder and treating vet.
2. With your claim form also enclose:
   • Treatment invoices confirming amount claimed
   • A copy of your pet's full updated medical history
   • A copy of your pet's vaccination records
   • All documents submitted must be stamped by your vet practice
3. Return to us: by email at claims@petprotect.co.uk

I need a new claim form. How do I get one?

Click here to download a claim form.

How quickly are claims processed?

We aim to process claims as quickly as possible, once we have received all of the information. At present we are processing claims within 8 working days

When should I submit my claim?

Claims must be submitted within 6 months of the treatment start date unless otherwise stated.

Do I need to inform you before I need to make a claim?

No, you do not need to advise us before you wish to make a claim.

What if I want someone else to deal with my complaint on my behalf?

If you ask someone else to act on your behalf you should provide us with written authority to allow us to deal with them.*

*If you employ a professional to represent you, you will need to meet their costs yourself.

If I am unhappy what should I do?

Please refer to our complaints procedure page. In the first instance, we will review your complaint and hope to resolve the matter. We will investigate the circumstances regarding your complaint and write to you within two weeks with our response.

Why is my policy subject to internal limits?

Your policy is designed to offer realistic cover up to a certain annual amount in vet bills - see your policy schedule for confirmation of the overall amount covered within your policy. We believe that internal limits are a way of helping our policyholders whilst trying to keep your policy premiums and the cover you selected fair and reasonable.

With constant market changes, advances in medical research and the continual increases of cost for general medical care vets can offer, the cost of your pet’s health care can prove very expensive. Unfortunately this means that in the event your pet suffers from a significant extensive health concern, injury or a condition requiring constant, lifelong care, the annual amount you selected can prove insufficient to cover all costs covered by the policy, throughout the entire year.

As a pet insurer it’s our job to make sure that the policy you chose to purchase provides sufficient levels of cover throughout the year. This means that some of the costs for the treatment covered by your policy must be subject to a limit. This allows us to make a significant contribution towards the cost of treatment but prevents a claim for a single condition using all of your annual cover

Why was my claim limited to £750?

Your policy can be is subject to a number of different internal limits. A £750 limit is applicable to all claims for the cost of MRI scans and/or claims for the treatment of cruciate ligament damage. The policy internal limits are applicable to all claims for cruciate damage and MRI scans, regardless of the cause for the damage of illness. Information about the policy limits is provided in your policy terms and conditions and your policy summary annually, at the time of your policy renewing. Please see your policy terms and conditions and policy summary for details.

Why is my claim subject to outstanding premium deduction?

Your policy is provided to you as an annual contract, which can be renewed each year. Each year the insurer offers you annual cover for the cost of any treatment your pet requires within that year subject to you, the policyholder accepting the annual premium quoted to you. For your convenience your annual premium can be paid in monthly instalments or as a one off annual payment.

This policy has an early exit clause. Since the monthly policy premium cannot continue, the full remaining annual premium becomes payable at the time of premature termination. This clause is not applicable in case if your policy was not used i.e. if you did not submit any final successful claims.

Why has my policy premium increased? Why haven’t I been offered a price reduction?

The way we price our products is reviewed on a regular basis, and there can be a number of reasons that could contribute to an increase in policy premium, including but not limited to, vet inflation, your pet’s age, breed and gender. These factors can have a different impact on the premium we can quote and therefore we ensure that the policy you hold is reflective of the risk associated with your pet. We conduct regular research, which allows us to make sure that we quote the lowest possible amount each year that is both sufficient and feasible to allow the insurer to provide comprehensive and sustainable cover for your pet throughout the year.

What can I do in my online account?

You can update the following in your online account. Please note we may need to contact you to obtain proof of a change for some updates. 1. Check and update policy details 2. Download and view policy documents 3. Submit and check the progress of a claim

How do I register for my online account?

To register for your online account please visit the 'My Account' page from the 'Existing Customers' menu and select one of the options. Please note, you will only be able to setup an account online if you purchased a policy on or after 25th January 2021. If you purchased a policy before 25th January 2021 you will need to wait until your policy renews. You can still manage your policy online by visiting the 'Manage My Policy' page and selecting one of the options.

How do I reset my password?

To reset your password click 'Can't access your account?' on the 'Login' page and click 'Reset password.' Enter your email address that you used to register your account and the email associated with your pet insurance policy. You should then receive an email to reset your password

Can I access my documents online and how do I do this?

Yes, you can access your documents online under the 'My Policy' section of the portal under the 'Documents' section. Please contact us if you cannot see your documents online

Can I make a claim through my online account?

Yes, you can submit a claim online through your online account by selecting the 'Make a claim' button at the top of the page.

Can I increase or decrease my level of cover through the portal?

Unfortunately you will not be able to increase the level of cover you have through our portal. Please speak to our UK-based customer service team who will be able to help you through our website by visiting our 'Contact Us' page at the top of the site

Can I make changes to my pet insurance through my online account?

Yes you can make changes to your pet insurance policy online. If you make a change to your policy online we may need to contact you to request documentation or proof of the change made. We might also need to contact you if a change increases or decreases your pet insurance policy.

Which credit cards do you accept?

We accept MasterCard, Visa Delta and Switch Maestro. We currently do not accept Electron, Solo or Amex cards.

Can I pay yearly?

Yes, you can pay the entire annual premium by credit/debit card.

Can I pay monthly?

Yes, you can pay monthly via direct debit.

What is a PitPat Dog Activity Monitor?

A PitPat Dog Activity Monitor is a device that helps to track your dog’s activity levels, manage their weight, track the amount of rest they are getting and have lots of fun along the way.

How do I get my PitPat?

To claim your PitPat we will send you an email within 30 days of your first premium collection. If you pay annually, you will receive an email within 30 days of payment of the annual premium. For terms and conditions, please visit our website.

Who is eligible to get a PitPat Dog Activity Monitor?

Every customer who gets a quote and purchases a dog insurance policy from us. Unfortunately, we cannot offer the same for cat policies at this current time as the device is not specifically made for cats.

What to do if you haven't received your PitPat?

If you have not received your PitPat Dog Activity Monitor, please visit the PitPat website at www.pitpat.com/help/contact-us

What happens if I don't receive my unique code to claim my PitPat?

If you have not received your unique code to claim your PitPat, please contact us through Live chat on our website. Please make sure your policy is active and you have paid the first monthly payment or annual premium. We will send your code in an email within 30 days of your first premium collection, please check your email associated to your policy is correct and check any junk folders within your inbox.

Can I have a PitPat for my cat?

Unfortunately, PitPat do not currently create activity monitors for cats so we cannot provide a device for cats at this time

Why has my premium changed?

The way in which we price our products is reviewed on a regular basis. There can be a number of reasons why your policy premium changed, including but not limited to, vet inflation, your pet’s age, breed and gender. These factors can have a different impact on the premium we can quote and therefore we ensure that the policy you hold is reflective of the risk associated with your pet.

We conduct regular research, which allows us to make sure that we quote the lowest possible amount each year that is both sufficient and feasible to allow the insurer to provide comprehensive and sustainable cover for your pet throughout the year.

To discuss any aspects of your policy including premium please call our team on 0345 603 1294.

How do I cancel auto renewal of my policy?

Your policy will automatically renew, however, if you wish to manually renew your policy please contact us and we will update this on your policy for you.

What do I need to do to renew my policy?

You don't need to do anything if you're paying by Direct Debit or Credit/Debit Card and you have requested for your policy to auto renew. Your policy will renew automatically on the anniversary date. If you have not opted for automatic renewal, you will need to contact us to renew your policy on 0345 602 479.

When will my policy renew?

We will write to you approximately 21 days prior to your renewal date, letting you know your renewal figure including changes to your premium, terms and conditions and excesses.