Coronavirus & Pet Protect

We wanted to let you know about the steps Pet Protect is taking during these uncertain times. Despite everything going on around us, we are doing our best to continue with our promise to deliver a great service and keep connecting with our customers especially when you need us most.

In the interest of protecting our staff and community, we have taken the decision to close our office location.  Our website, telephone lines and social channels will be regularly updated to provide you with the latest information.

Our Customer Service and Claims are all working remotely. Our opening hours will remain as normal.  We are currently unable to accept phone calls, so please use our web chat and email services.  In addition we have set up a voicemail, where you leave a message and we will call you back.  This can be accessed via our normal phone number.

During this period you may experience some delays to our usual turnaround times and we appreciate your patience while we support our colleagues through this unprecedented situation.  The health, safety and wellbeing of our customers and teams are our utmost priorities and we would like to thank you, our partners and providers for your ongoing support.

MANAGE YOUR POLICY

You can update your policy using our online facilities. Here you can update your address & email, add a nominated person, renew your policy, upload documents and change your payment method. Simply visit Manage your policy

CLAIMS

We continue to process claims, but please be aware that during this time it may take us longer to process.

If you are a vet, then please do not send us any claim forms in the post.  You can upload your claim, using our online facility available here or via email

In addition, if you have requested your payment to be made by cheque, this will be delayed.  You can provide us with your BACS details by using our online form.  If you are a vet, then please provide us your new details via email

RENEWALS

If you’re renewal is due in the next couple of months and you have selected to receieve your documents via post, we strongly advise that you swicth to email documentation.  This will help us to ensure that you receive your insurance documents as expected,  You can switch to email documentation and provide us with your email addrsss by completing this form

PAYMENT HOLIDAYS

A payment holiday of 1, 2, or 3 months can be requested if you are pay your premiums on a monthly basis.  A payment holiday means we will delay collecting the premium due for a period of 1, 2 or 3 months.  The payments that you request to be delayed will then be payable over the remaining months of your policy.    If you have any questions or wish to request an payment holiday please email us or use our web chat service

Will a payment holiday impact any claims I have? –  Our No.1 priority and we continue to pay all eligible claims as quickly as possible.  If you have requested a payment delay and you then subsequently cancel your policy without paying the ouststanding premiums, we reserve the right to ask you to pay us back any monies paid out in relation to claims in this period.

Do I have to pay the money back ? –   If you have a requested a payment holiday then these payments, will have to be made over the reamining months you have on your policy.  For example, if you requested a 2 month payment delay and have 6 months left on the policy, then the we would divide the money owned during the payment delay and spread this over the remaining 6 months on the policy

How do I request a payment holiday ?  – In order to request a payment holiday, then please email us or contact us via our web chat service