Pet Insurance FAQs

Answers to some of your most common questions

Is there a minimum or maximum age for my pet?

Depending on whether you have a Dog or Cat we have slightly different age limits which will apply when you are taking out Pet Insurance.

For Dogs you can start insurance from 8 weeks up to their 8th birthday. However for certain breeds of dogs (see below) insurance can start from 8 weeks up to their 5th birthday. For Cats you can start insurance from 8 weeks up to their 10th birthday.

Dog breeds: Beauceron, Bernese Mountain Dog, Bulldog, Bullmastiff, Deerhound, Dogue de Bordeaux, Estrela Mountain Dog, Giant Schnauzer, Great Dane, Irish Wolfhound, Leonberger, Mastiff, Neapolitan Mastiff, Newfoundland, Old English Bulldog, Old English Sheepdog, Poodle (Standard), Pyrenean Mountain Dog, Rhodesian Ridgeback, Rottweiler, Shar Pei, St Bernard, Standard Poodle, Tibetan Mastiff, Utonagan.

Once insured you may continue your pet's cover for life provided you continue to pay your premiums

What is the Pet Travel Scheme (PETS)?

The Pet Travel Scheme (PETS) is a government scheme allowing pet animals to travel between specific countries and re-enter the UK without the need for the pet to go into quarantine.  For more information on this you can talk to your vet or contact the PETS by one of the following methods:


Pet Travel Scheme helpline: 0370 241 1710 Monday to Friday, 8am to 6pm (closed on bank holidays)

I obtained my pet from a rescue centre and am unsure whether it has been vaccinated or not. What can I do?

First contact the rescue centre, as most reputable centres will have had the pets vaccinated and they should be able to tell you for certain. If the rescue centre hasn't vaccinated your pet or does not know your pet's vaccination status, we would advise to take your pet to the vet and they will be able to advise you of their recommendations for vaccination.

Is there an excess to pay when I claim?

Yes, an excess is payable, per condition. For Lifetime policies this will be payable per condition, per year. This forms part of your quote and as with your premium, is also based on your pet's species, breed, age and where they live.

Your vet fee excess is fixed until each annual review but can change if your circumstances change. For example, your excess could go up or down when you move address. We will let you know what your excess change is before it is applied when you contact us to change your personal details. Also, please note when your pet reaches a certain age (see below) it will change from a defined amount to a sum that will be the greater of the defined amount or a percentage contribution.

  •  Cats - 10 years
  •  Dogs - 5 to 8 years, depending on the breed
  •  Rabbits - 5 years


We will write to you to give you more information a year in advance of the change.

Am I covered for veterinary fees as soon as I take out cover?

Accidental injury is covered after the first 3 days of the policy. Illness, including poisoning is covered after the first 14 days of the policy

What is Time Limited Cover?

These policies offer per condition cover but with a time limit on claims. So, a particular condition will become excluded under the policy either when the maximum amount has been paid out or 12 months from first date of treatment, whichever is the sooner.

What is Lifetime Cover?

This is the most comprehensive form of pet insurance and offers vet fees cover up to a maximum amount, which is reinstated each year. This means that if your pet develops a long term chronic illness such as diabetes or an ongoing skin condition, provided it didn't pre-date the policy; this will be covered for the rest of your pet's life.  

What is Per Condition Cover?

These policies impose a maximum benefit per condition. So, to take the example of an ongoing illness such as diabetes or dermatitis, once that maximum is reached, that condition will then be excluded from further claims and you will need to be prepared to fund the ongoing treatment yourself.


0800: All calls to 0800 numbers are free of charge whether made from a landline or mobile phone. Calls may be monitored or recorded for training and compliance purposes.

0303: Calls to 03 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider. Calls may be monitored or recorded for training and compliance purposes.

Can we help?

To get a quote over the phone or if you have a sales-related query call:

0800 035 5157 8:30am - 6:00pm, Mon - Fri

For customer services and claims queries call:

0330 123 1921 8:30am - 6:00pm, Mon - Fri
9:00am - 1:00pm, Sat

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