Claims questions
Pet insurance can be confusing.
Check out our A-Z glossary to make it easier to understand.
Claims questions
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? If I am hospitalised with COVID-19 does the Emergency Boarding Kennel / Cattery Fees benefit still apply?
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.
