Find quick answers to the questions pet owners ask the most
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If the accident was minor, you can call our vet line on 0330 0600 647 for support and advice. If your pet has been involved in an accident where their life is at risk, or they're in pain - please see a vet as soon as possible.
If your pet has been seen by a vet already and you would like to make a claim, you can download our claims form here or call our pet claims team on 0330 0600 630 for more advice.
If the accident involves someone or their property, and you think you may be responsible, please don't accept liability and call us on 0330 0600 630 immediately for advice.
Something not quite right? If you're worried about your pet, our trained nurses and vets are only a call away. Get in touch by calling 0330 0600 647, please remember to have your policy number to hand which you can find in your online customer account.
You need to submit your claim within 90 days of the incident or illness. You can start a claim by clicking here. For more information about making a claim, including what you’ll need, visit our claims page by clicking here.
This can be done via our claims page. Simply download the form and once completed, send it to us via email or post - please make sure your vet has signed this before submitting. If you'd like some help with this, give us a call on 0330 0600 603 and we'll complete the form on your behalf - however, please note you'll need to have your information to hand for us to be able to do this.
Directly with your vet:
You can take your partially completed claim form to your vet practice and request that they complete the rest and submit it on your behalf. Please note there may be a charge for this option that will not be covered under your insurance.
You can also ask your vet to complete a direct claim using an online system called Vet Envoy. Not all vets will be registered to use this system, so please check this with yours.
A co-payment is the part of a claim you pay as a percentage, after your excess has been taken off. You choose this percentage when you take out your policy. For dogs aged 9 and over, a 20% co-payment is automatically added at renewal.
An excess is the amount you pay towards a claim, and you’ll pay this for each condition you claim for, in each policy year. We offer different excess levels to suit a range of budgets, and choosing a higher excess may help to lower your overall premium. You choose your excess when you set up your policy, and it cannot be changed at renewal.
If your claim is accepted, we’ll pay the covered amount to you or directly to your vet, depending on what you’ve chosen. Your excess isn’t included in this payment, so you’ll need to pay it directly to your vet.
You can claim for treatment with any vet practice, as long as they're a registered member of the Royal College of Veterinary Surgeons.
Yes, we can pay your vet directly, or we can pay you, whichever you prefer.
Once you’ve submitted your claim, we’ll contact your vet to request your pet’s medical history and any invoices related to the treatment. If we need any more information, we’ll get in touch with you or your vet.
Once we have everything we need, our claims team will review your claim. If it’s accepted, we’ll pay you or your vet directly, whichever you prefer, minus your excess and any co-payment.
Once we’ve received all the information we need, we’ll aim to assess your claim quickly. Sometimes, we may need a bit more information before we can make a decision. If that’s the case, we’ll let you know what’s needed and keep you updated along the way.
We understand that making a claim can be a worrying time, so we’ll do our best to keep things moving and make the process as smooth as possible.
Once your claim has been agreed, payment is usually made by BACS, which normally takes around 3 working days to reach the account.
We can pay either:
The payment method will depend on the option you choose during the claims process.
If you'd like to speak to us about a pet insurance policy, call our dedicated team on 0330 0600 603 - we'll be happy to help.
Prefer not to call? You can also get in touch with us via live chat or email. If your query isn't urgent, please email us at pet@policyexpert.co.uk, and we'll respond to your email within two working days. Or visit our Contact Us page, where you can begin a live chat with our team in our UK-based call centre.
We’re very sorry for your loss. We know losing a pet can be incredibly difficult. When you feel ready, please call our dedicated team on 0330 600 603 to discuss cancelling your pet’s policy.
If you have a Silver or Gold policy and added Farewell cover, you may be able to claim back:
If your pet passes away due to illness, this cover applies up to 9 years old. If your pet passes away due to an accident, or is permanently lost, there is no age limit.
You can check whether Farewell cover is included in your policy documents within your online customer account. If you’re struggling with the loss of your pet and would like to speak to someone, our free and confidential support line is here for you on 0330 0600 647.
We can't prepare you for this moment, but we understand the pain losing a pet can cause. With our free and confidential support line, we're here for you – so you never have to worry about facing the loss of your pet alone. If you’d like to speak to someone - you can reach our fully trained team on 0330 0600 647.
If you'd like to speak to us about a pet insurance policy, call our dedicated team on 0330 0600 603 - we'll be happy to help. Prefer not to call? You can also get in touch with us via Live chat or email.
If your query isn't urgent, please email us at pet@policyexpert.co.uk, and we'll respond to your email within two working days. Or visit our Contact Us page, where you can begin a live chat with our team in our UK-based call centre.
Once your policy with us has started, the only way to increase your cover level is to cancel the current policy and set up a new policy with the increased cover of your choice. This means you'll no longer have continuous cover - so any pre-existing conditions that you noticed, had treated, or occurred before buying the new policy won't be covered.
If you’d like to cancel your pet policy, you’ll need to call us, as this can only be done over the phone. Please call 0330 0600 627 and a member of our team will be happy to help.
Our opening hours are:
We try our best to go paperless where possible, so we’ll email your policy documents and they’ll also be available to view 24.7 in your online account. You can log in to your account here.
If you’d prefer a paper copy, you can get in touch via our Contact Us page and we’ll arrange this for you.
You can make some changes to your pet insurance policy in your online customer account.
In your account, you can update:
If you change your address, your premium may change too. Unfortunately, we’re not able to change your Direct Debit payment date at this time.
For anything else, please call us on 0330 0600 603 and a member of our team will help you.
Our phone lines are open:
We don’t charge a fee to cancel your pet policy. However, if you’ve made a claim that has been accepted and paid, you’ll need to pay the full annual premium.
If you’d like to cancel your policy, you’ll need to call us on 0330 0600 603.
Our opening hours are:
We understand that losing a loved one can be a difficult time and therefore we want to offer our assistance in any way that we can.
If you are named on the policy you can notify our Specialist Support Team on 0330 060 0627, or via email on pet@policyexpert.co.uk
If you're not named on the policy, we'll need to obtain a copy of the death certificate. This is so that we can freely discuss the account with you. You can send this to the email listed above or post a copy to:
Policy Expert Customer Services
Exchange House
Midsummer Boulevard
Milton Keynes
MK9 2EA
If you are named on the policy you can notify our Specialist Support Team on 0330 060 0627, or via email on pet@policyexpert.co.uk.
If you're not named on the policy, we'll need to get a copy of the death certificate. This is so that we can freely discuss the account with you.
You can send this to the email listed above or post a copy to:
Policy Expert Customer Services
Exchange House
Midsummer Boulevard
Milton Keynes
MK9 2EA
A pre-existing condition is any illness, injury or symptom your pet has had before your policy started. This includes anything your pet has been treated for, received medication for, or where you’ve had advice from a vet, as well as anything noted in their medical history.
It’s important to declare any pre-existing conditions when taking out a policy, as this helps make sure your cover is set up correctly.
We don’t cover pre-existing conditions for new customers. However, once your pet is insured with us, we only offer lifetime cover. This means that if a condition develops during your policy and you continue to renew with us, it will remain covered going forward. If you need to make a claim on a pre-existing condition, you will still have to pay an excess and any agreed co-payment.
Lifetime cover is designed to give your pet long-term protection, especially if they develop an ongoing condition. If your pet becomes ill or injured and the condition continues over time, you can keep claiming for treatment each policy year, as long as you renew your policy without a break.
Your vet fee limit resets each year, so you’ll have a fresh amount available to claim for ongoing treatment. This means cover does not stop after a set period or once a single yearly limit has been reached.
You’ll still need to pay the excess each new policy year for the same condition. This type of cover can give you peace of mind that your pet can continue to receive care for long-term conditions, year after year.
Liability cover protects you if your dog causes injury to someone else or damages their property, and you’re held legally responsible. This could include situations like your dog injuring another person or damaging someone’s belongings. The cover can help with legal costs and any compensation you may need to pay.
This cover is included for dogs only, not cats. The level of cover depends on your policy:
You can check your exact cover and limits in your policy documents within your online customer account.
Dental cover depends on your policy level.
Accidents include things like an injury to a tooth. Illness cover includes conditions such as dental disease.
To be covered, your pet must be well looked after, and pre-existing conditions are not covered. This dental limit forms part of your overall vet fee cover.
If you already have a policy, you can check the full cover details and any exclusions in your policy documents within your online customer account. If you’re thinking about taking out a policy, you can find out more by clicking here.
Behavioural treatment covers support for issues linked to your pet’s mental or emotional wellbeing, where this has been diagnosed by a vet. This is included with Silver and Gold policies, but not Bronze.
The amount you can claim is up to £1,000 and comes out of your overall vet fee limit. Treatment must be recommended by a vet and carried out by a qualified behaviourist who is a member of a recognised organisation. You can check if this cover is included, and the limits that apply, in your policy documents within your online customer account.
If you’re considering buying pet insurance with us and want to find out more, you can view the full details in our latest policy documents here.
Complementary treatment covers therapies your vet may recommend, such as acupuncture, hydrotherapy, chiropractic treatment, osteopathy and physiotherapy.
This is included with Silver and Gold policies, but not Bronze. The amount you can claim depends on your policy and comes out of your overall vet fee limit. You can check if this cover is included, and the limits that apply, in your policy documents within your online customer account.
If you’re considering buying pet insurance with us and want to find out more, you can view the full details in our latest policy documents here.
Farewell cover is an optional extra that you can add to a Silver or Gold policy for an additional cost. It isn’t included as standard on any of our policies.
It’s designed to help support you during a very difficult time. If the worst happens and your pet passes away, or goes missing and isn’t found, this cover can help with some of the financial costs.
This includes:
You can check if this cover is included, and the limits that apply, in your policy documents within your online customer account. If you’re considering a policy or would like to find out more, you can view the full details in our latest policy documents here.
Emergency boarding or minding cover helps if you’re unexpectedly taken into hospital and there’s no one else who can look after your pet.
This can be used for licensed kennels, catteries, or someone to care for your pet while you’re unable to. You can check your cover and limits in your policy documents within your online customer account.
If you’re considering buying pet insurance with us and want to find out more, you can view the full details in our latest policy documents here.
Yes, this is included with Silver and Gold policies. If your pet is lost or stolen, we’ll reimburse you up to £250 towards the cost of advertising and offering a reward to help find them. You can check your cover in your policy documents within your online customer account.
Cover for your pet while travelling is included under Holiday cover.
This cover applies when travelling in the European Union and allows you to use your vet fee limit if your pet needs treatment while away. It can also help with unexpected costs, such as changes to your trip if your pet becomes unwell.
You can check if this cover is included, and the limits that apply, in your policy documents within your online customer account.
If you’re considering buying pet insurance with us and want to find out more, you can view the full details in our latest policy documents here.
Holiday cover helps protect you and your pet when you’re travelling together. It’s included with Gold policies, or can be added to Silver policies for an additional cost. It isn’t available with Bronze.
It allows you to use your vet fee limit while in the European Union, and can also help with unexpected costs, such as extra accommodation, travel changes, or cancelling your trip if your pet becomes seriously unwell.
You can check if this cover is included, and the limits that apply, in your policy documents within your online customer account. If you’re considering buying pet insurance with us and want to find out more, you can view the full details in our latest policy documents here.
With a lifetime policy, your pet can continue to be covered for ongoing conditions year after year, as long as you renew your policy and keep paying your premium.
When you renew, your vet fee limit resets, so you’ll have a new amount of cover available for the next policy year. This means if your pet has had treatment for a condition that was covered when you first claimed, it can continue to be covered after renewal. If you need to make a claim on a pre-existing condition, you will still have to pay an excess and any agreed co-payment.
Lifetime cover is designed to help you manage long-term or recurring conditions throughout your pet’s life, as long as your policy remains active.
If you currently have a Policy Expert policy and you move to a new insurer, they might not cover any conditions your pet has had before. Every insurer is different, so it’s always worth checking with them first to see what’s included.
We’d be sorry to see you go, but we want you to make the choice that’s right for you and your pet. Knowing what’s covered before you switch helps you stay confident that your pet is protected.
If you are considering switching from another insurer to a Policy Expert policy, please be aware that we do not offer cover for pre-existing conditions.
We’ll send you an email around 30 days before your renewal date with your renewal details. If you’d like to renew your pet insurance, you can do this:
Your renewal email will include the information you need to review your cover and renew your policy. You can also check your policy details at any time in your online customer account.
Yes, your pet insurance will automatically renew if you’ve opted in, and we’ll get in touch before your renewal date with all the details you need. If you're unsure whether you opted in, you can check whether automatic renewal is set up in your online customer account.
If you’d prefer not to automatically renew, you can opt out by contacting us by phone, Live chat or email. You can find our contact details here.
Your excess will stay the same at renewal, and your co-payment will also stay the same until your pet turns 9. From your pet’s 9th birthday, a mandatory 20% co-payment will be added to your policy.
Your excess is the amount you pay towards a claim before we pay the rest. A co-payment is the percentage of the remaining claim cost that you pay after your excess has been deducted. You can check your excess and co-payment in your policy documents within your online customer account.
Your policy premium may change when it’s time to renew. This can happen for a few reasons, like if you’ve made a claim, your pet’s age or breed, or increases in vet treatment costs. As pets get older, they often need a little more care, and that can also affect the renewal price.
We understand it can be frustrating to see the price of your policy go up, especially if you haven’t made a claim. There are a few things that can affect it, like your pet getting older, their breed, or changes in vet treatment costs.
It's quick and easy to get a quote for your pet online by clicking here. Or, if you'd prefer to speak to someone - give us a call on 0330 0600 603 where a member of our team will be happy to help.
We don't currently offer cover for any pre-existing conditions.
We only offer lifetime policies because we believe your pet deserves long-term protection. A lifetime policy means that as long as you keep renewing your policy, your pet can continue to be covered for ongoing conditions each year, up to your chosen annual limit.
We also understand that everyone’s budget and needs are different, so we offer three levels of cover to choose from:
The vet fee limit is the maximum amount you can claim for treatment each year. As long as you renew your policy, this limit resets annually, so ongoing conditions can continue to be covered.
You can view the full differences between our cover levels and what’s included on our pet insurance page here.
Your cover does not start immediately for all types of claims:
You can insure pets up to 6 years and 11 months old when taking out a new policy. If you already have a policy with us, your pet will not age out of cover, so you can continue renewing your policy after this age.
If your pet has a pre-existing condition, we can offer you insurance but there won't be any cover available for the pre-existing conditions or any related claims. All other, unrelated issues will be covered as normal.
We’re always reviewing the breeds we cover, so this list may change over time. At the moment, we’re unable to offer cover for some breeds and crossbreeds.
Here’s an overview of the pets we don’t currently cover.
Dogs
Askaray Malaklisi, Alapha Blue Blood Bulldog, American Bulldog, American Bully, American Pit Bull Terrier, Bully Kutta, Bully XL, Calupoh, Caucasian Shepherd Dog, Central Asian Shepherd Dog, Czechoslovakian Wolfdog, Dingo, Dogo Argentino, Dogo Sardesco, Dogue Brasileiro, Fila Brasileiro, Gull Dong, Kangal Shepherd Dog, Kombai, Kurdish Mastiff, Presa Canario, Saarloos Wolfdog, Tosa, Japanese Tosa, Volkosob and wolf hybrid.
We’re also unable to cover any dog that must be registered under the Dangerous Dogs Act 1991, the Dangerous Dogs (Amendment) Act 1997, or any later amendments.
Cats
Munchkin, Scottish Fold, feral cats, any wild cat breed, or any cat that requires a Wild Animal Licence to keep.
You can check back with us in future, as the breeds we cover may change.
Pedigree – both of your pet’s parents are the same recognised breed.
Crossbreed – your pet’s parents are two different breeds.
Mixed breed – one or more of your pet’s parents is a crossbreed.
No, you can’t have cats and dogs on the same policy. We currently insure one pet per policy, so if you’d like to cover another pet, you’ll need a separate policy for each one.
You can get a quote for an additional pet by clicking here, or you can call us to buy over the phone. There are no extra fees for buying pet insurance by phone.
You can’t add another pet to an existing pet insurance policy, but you can take out a separate policy for your new pet. All your policies will still be available to view and manage in the same online customer account, which makes it easy to keep everything in one place.
If you’re a new customer, you may be able to add more than one pet when you buy your cover:
We currently only cover one pet, per policy. If you'd like to insure an additional pet with us, please get a quote by clicking here or give us a call on 0330 600 603.
At the moment, we're only able to provide cover if your pet is a cat or dog.
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