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How can I make a claim?
24757Claim for vet fees or pre-authorisations
To claim for vet fees for dogs and cats or to submit a pre-authorisation, your vet can do this on your behalf through Pawtal, our online claims system for vets. This means there is no paper work required and claims can be dealt with much quicker.
If you still need a paper claim form, follow the instructions on our How to make a claim page.
Repeat medication claims
To claim for repeat medication, you’ll need to log into your online account and follow the instructions for ‘How to make a new claim’.
Other claims
For all other claims please call us on 0344 557 0300 Monday – Friday: 08:30 – 18:00 or Saturday: 09:00 – 16:00.
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Most asked
What can I claim for? How long to claim back fees? How can I make a claim? How long to assess a claim? What is Pawtal? How will my claim be paid? Which claim form to use? What’s an excess? What’s a co-payment? When do I have to pay an excess? Can you pay my vet directly? Will my premiums go up if I make a claim? What should I do if I’m unhappy with the outcome of a claim? Can I claim for complementary treatment? How do I check if I am covered for treatment? How do I know that my claim has been received? When do I have to pay a co-payment? How can I check the status of my claim? The Joii app recommends going to an out of hours vet. Why have you not covered this charge? I'm worried that my claim won't be submitted in time due to COVID-19. What should I do? How do I claim online? Why can't I see my claim in the claims history? How do I claim for repeat medication?
Can’t find what you are looking for?
We review our pet insurance FAQs regularly and are always adding content. If you are unable to find an answer to a question you have, please contact us or get in touch via our Live Chat facility.
If you’d like more information about Animal Friends Insurance, please go to our About us page.
