We have listed some of the most common questions that we get asked below.  You may also find the answer you are looking for in one of the more specific sections e.g. Making a claim.

If you can’t find your the answer to your question – don’t worry just give us a call on 0800 952 0692 and one of our consultants will do their very best to help you. 


How old does my pet need to be when cover starts?

Your pet needs to be at least 8 weeks old at the start of cover.

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Do you stop offering cover when my pet is older?

If you are arranging a Pet Insurance policy through The Green Insurance Company for the first time your pet cannot be older than 10. Once your pet is insured cover will continue for the remainder of its life as long as the premiums are paid.

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How can I pay for my policy?

You have the option to pay by 12 interest free monthly instalments or if you'd prefer a one off payment at the start.

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When does my cover start?

Your cover will begin on the date selected and will continue for a duration of 12 months. We will collect your 1st payment up to 14 days after the policy starts. If we are unable to collect payment then you will have a further 7 days to make payment. If this is still outstanding the policy would be cancelled from inception date

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What is a claim excess and how much will it be?

The claims excess is your contribution to the costs of treating your pet. The excess is £60 and this is paid by you per condition per year on all our policies except for Standard Cover where it is only paid once per condition. For pets aged 8 and over, a 15% co-payment will apply to the remaining claim for veterinary fees, special diet and complementary medicine after the excess has been deducted, and for any claims for that condition thereafter. If you need to make a claim under the Third Party Liability section of the policy the excess is £250 and is paid once per claim.

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What is a co-payment?

This is the amount you pay towards the vet fee claim for each condition. For all pets aged 8 years and older the mandatory co-payment amount is 15%. This is in addition to the standard £60 excess. For example if you made a claim of £500 the initial excess of £60 would be deducted and you would then be required to pay 15% of the remaining £440 balance, which is £66. Therefore the total you would be required to pay towards the claim is £126.

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How can I find out if you have recieved my claim?

You can track your claim on the website. Please use the make or track a claim button at the top left of this page.

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How long will it take to process my claim?

We process and settle the claim within 5 working days of receiving your vet receipt. The claim may take longer to settle if we have to refer it either back to the policyholder or the vet for additional information.

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Will you pay me or the vet direct?

We can pay you or your vet, just let us know on the claims form.

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Terms and Conditions

^Price based on cat aged under 8 years at Exeter postcode area with bronze only level of cover. This price includes a 5% discount and is only available when purchasing a new policy. Price correct as of 01/09/2012 & is subject to change