Claims questions
Pet insurance can be confusing.
Check out our A-Z glossary to make it easier to understand.
Can’t find the information you need?
If there is no article relating to your query, you can find more information about claims, on our How to make a claim page.
Alternatively, you can Contact us or speak to our customer services team via the Live Chat facility.
If you would like more information regarding the support we provide for our existing customers, please visit our Existing customers page.
Popular questions COVID-19 questions Animal Friends questions Claims questions Policy questions Joii 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 someone else talk to you on my behalf? 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? My pet is missing. How can Animal Friends help? My pet has been missing for a long period of time – Should I cancel my policy? 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? My pet has passed away, how do I cancel my policy? How do I claim online?
Can’t find the information you need?
If there is no article relating to your query, you can find more information about claims, on our How to make a claim page.
Alternatively, you can Contact us or speak to our customer services team via the Live Chat facility.
If you would like more information regarding the support we provide for our existing customers, please visit our Existing customers page.
