If you have submitted a paper or email claim form, we aim to process this within 2 working days. The processing of your claim may take longer if we have not received  a fully completed claim form and all the relevant information needed to assess the claim.

It is important to provide a copy of the full medical history and to ensure the claim form is signed by the policyholder to avoid any delays.

Alternatively, if your vet practice is registered to use Pawtal, our online claim service, we endeavour to assess claims within 2 working days of receiving all required information via this service.

Please note, in the event of us experiencing unusually high claim volumes, claims may take longer. If during this period you submit a claim, we will do our best to update you if there is a delay.