Helpful Hints

Make the most of your pet policy

We are unable to provide advice, however below are 10 important points on how to make the most of your pet insurance policy.

1. To make the most of your pet policy, ask your veterinary surgeon for an estimate before treatment and shop around, all vets charge different prices even in the local area. Please do your research before accepting the first quote.

2. To find out veterinary prices, shop around as all policies either have a maximum limit per condition or a pot of money for the year for all conditions so this will make your money go further, meaning you can treat your pet for longer.

3. To obtain the best value for money ensure you check medication prices, ask your vet for a prescription (there will be a charge for this) and you can search the internet for a UK online pharmacy.

4. When buying your pet make sure you obtain a signed and dated receipt from the seller, with their name and address included. Keep this in a safe place.

5. Make sure your pet has regular routine health checks. Often a routine check will pick up any early signs of illness, which may require treatment, and in some cases can help prevent an illness occurring. Both of which will help your pet and the amount of treatment needed. Also, maintaining your pets’ correct weight is important as being under or overweight can lead to other illnesses.

6. If you need to make a claim please click here for further instructions.

7. You must make sure your veterinary surgeon fills in and signs the claim form before you fill in your part so you can understand what your vet is claiming for.

8. For any treatment costs over £1000 contact us on or telephone us for a pre-authorisation. Different referral practices have different prices so talk to your veterinary surgeon for the different choices you have.

9. Track a claim – you can track your claim online to see where your claim is. Visit our website – make or track a claim and follow the instructions. The main headings are:

  • New from customer – online claim notification received waiting for claim documents
  • Awaiting documentation – awaiting claim form and/or supporting documents
  • Ready to process – claim is ready to be assessed
  • Ready to pay – claim assessed and ready to pay
  • Awaiting payment – payment being processed
  • Complete settled – claim settled
  • Complete declined – claim declined email/letter will be sent detailing our reasons, please wait for this before contacting us
  • Payable - under excess (complete) – claim not payable as amount under excess
  • Returned – claim incomplete, returned to policyholder
  • Referral – awaiting any further information or clinical history

On some policies there are inner limits for Veterinary Fees these are for Cruciate Ligament, MRI/CT Scans and Complementary Medicine. The reason we have these in place is that the conditions that MRI/CT Scans diagnose tend to be complicated and this enables you to have cover at diagnostic stage and treatment for the condition instead of using all your cover for diagnosing the condition. Cruciate Ligament cover is restricted to keep your premiums lower