Not sure? Take a look at some of our claims FAQs
At the moment you can only claim online for repeat medication.
If you have provided us with your mobile number we’ll text you to confirm we have received your claim. The claims outcome will be sent to you in an email. You will also be able to see the status of your claim by logging into your online account. If you haven’t logged into your account before, you will need to register first.
Claims submitted by Pawtal, our online claims system for vets, should appear on your online account within 48 hours. If you have had to send us a paper claim form, this may take a while longer to appear.
When your dog is 8 or older or your cat is 10 or older, a co-payment will become payable when you make a claim for vet fees.
The co-payment is usually 20% of each claim amount that you’ll have to pay, in addition to the Excess and will be deducted from the applicable policy limit.
Just like people, as your pet ages the chance of it needing medical treatment increases, meaning you’re more likely to claim on your policy. This means that your premiums may increase as your pet ages.
If your vets are registered to our Pawtal system, they can request a pre-authorisation for treatment over £1000 for dogs and cats and £1500 for horses. Please note that treatment authorised will be subject to your policy terms and limits.
If the pre-authorisation is submitted by your vet between 9am and 4pm Monday to Friday, we aim to provide an outcome within the hour, subject to having all the required information. Any pre-authorisations submitted after 4pm or over the weekend will be assessed the following working day.
Your vet should be able to tell you if they’re signed up to the service.
If your vets are not signed up to our Pawtal system, you can still download a claim authorisation form for your vet to complete and send to us. Once we have received a completed form, we’ll reply within 5 working days.