Contact us: Pet Insurance


Frequently Asked Questions

How do I update my pet insurance policy details?

You can call the customer services team on 0333 777 7361

How many pets can I add to my policy?

There's no limit to how many cats or dogs you add to your Admiral Pet Insurance policy.

Will my pet be covered for third party damage?

If your pet damages someone else's personal items while in their property, Accidental Damage (Premier and Premier Plus Only) will cover the cost of repairing the damage or replacing the item, subject to the cover limit. Exceptions apply, see Section 8 of the policy booklet for full terms and conditions.

How do I make a claim on my pet insurance?

If you need to make a claim you can:

If the total veterinary fees are likely to exceed £1,000 you must inform Insurance Factory Limited immediately on 0333 777 7361 for pre-authorisation as we might want to get a second opinion from our veterinary advisor.

Opening hours:

  • Monday - Friday: 8am – 8pm
  • Saturday: 9am – 2pm
  • Sunday Closed

How do I renew my pet insurance?

If you pay monthly by Direct Debit you don't need to worry about calling – your policy will automatically renew after 12 months. If you pay annually, you’ll be invited to renew at the end of each term. To speak to someone in the Renewals team, call 0333 777 7361.

What would my pet insurance excess be?

An excess of £100 is deducted from your benefit for each individual illness or accidental injury treated. 

For pets over six-years-old an additional 20% will be deducted for Veterinary Fees, Complimentary Medicine, Cruciate Ligament Damage, Special Diet and Dentistry (where these are covered) for each claim payment. This amount will be deducted from the claims settlement.

Here's an example calculation for the amount you'll pay in the event of a claim for pets over six-years-old: 

If a valid claim arises for veterinary fees totalling £400    

  • The amount claimed = £400
  • Minus the fixed excess of £100 = £300
  • Minus the variable excess of 20% (£60) = £240
  • Total excess paid by you (£100 + £60) = £160  
  • Total paid by us = £240

A £250 excess applies once per claim for Third Party Liability cover (dogs only).

Which vet can I use?

We know many people build up a longstanding trusting relationship with their vet practice, which is why we don't want to tell you which vet to use. We recommend taking your pet for regular check-ups, as well as maintaining their vaccinations, flea and worm treatment.

If you've not registered with a practice yet, visit the Royal College of Veterinary Surgeons database to find a vet near you.

Will you pay my vet directly?

Admiral can pay your vet directly if that’s what they’d prefer – just check with them and let us know.

Payments can be made directly into your or your vet's bank account if Admiral holds the account details. Alternatively, you can get a cheque.

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Extra Support



Dealing with the loss of a loved one can be very difficult. As well as the emotional upheaval of coping with a death, you may have financial matters to take care of.

If you’ve just lost a loved one who had, or was named on, an Admiral insurance policy, you can let us know by filling out our online form or alternatively use our contact us page.

Trusted Contact / Authorised Caller

In certain situations, such as if you’re not a fluent English speaker, you may need to set up an authorised caller who can deal with your insurance policy for you. You can choose what access this person has and what they can do on your behalf, and you can cancel it at any time. You must not pay the person for this service and it’ll still be your responsibility to make sure all policy details are up to date and accurate. All policy documents will still be sent to the policy administrator.

You can contact us to set up an authorised caller. Alternatively you can write to us at Admiral Group, David St, Cardiff CF10 2EH or use the additional support webform to tell us about your needs.

Please note, an authorised caller can only be added by a current policyholder or policy administrator.

Power of attorney

A power of attorney is a legal document that lets a person (the ‘donor’) appoint one or more others (known as ‘attorneys’) to help them make decisions or to make them on their behalf. You may choose to do this if your health or circumstances change.

When we receive the power of attorney document, we’ll contact the attorney to let them know we’ve received it and the policy has been updated. We’ll also write to the policyholder confirming the attorney can deal with the policy on their behalf.

Please send power of attorney documents with your policy number to Admiral Group, David St, Cardiff CF10 2EH.

Citizens Advice or a solicitor can help set up the power of attorney and make sure you have the documents we need. If you have any further queries about adding a power of attorney to your policy please send us an email or contact us.


Health issues can affect us at any stage of our lives. If you feel you need additional support with your insurance policy due to a health concern, please contact us to see how we can help.

Alternatively you can use our additional support webform.

Money worries

If you're struggling with your finances, or the increased cost of living, we’ll do our best to help you. Please contact us to discuss how we can support. You can also contact us using our additional support webform.

You may find it useful to seek independent advice if you're struggling with your finances.

Please contact us if you have any concerns.

Extra Support

Please let us know if you have any support needs or accessibility requirements that we should be aware of when servicing your policy. For example, if you have experienced a significant life event or your personal circumstances mean that you need extra support from Admiral.

You can do this by using our additional support webform.



Give us a call

If you have a general enquiry, need to discuss a claim or just need to speak with our Pet Customer Service team you can get in touch using:

0333 777 7361

Monday - Friday - 8am-8pm
Saturday - 9am-2pm
Sunday - closed

For pet insurance, Admiral introduce to Insurance Factory Ltd who arrange and administer the policy. Insurance Factory Ltd is authorised and regulated by the Financial Conduct Authority (No. 306164). Registered in England and Wales Number 02982445. Registered Office: 45 Westerham Road, Bessels Green,Sevenoaks, Kent, TN13 2QB..


Consult a 24hr vet by phone, video or SMS

Admiral Pet Insurance customers can speak, video call or text a vet 24 hours a day, 365 days a year by signing up to PawSquad for free. You can chat or video call with a skilled and compassionate expert.

Sign up now Already signed up? Go to PawSquad


Pet Customer Services

If you have a general enquiry or need to speak with our Pet Customer Service team you can get in touch:

Monday - Friday - 9am - 5:45pm
Saturday - Closed
Sunday - Closed

Bank holidays , Christmas & New Year subject to change


Pet Customer Services

If you have a general enquiry or need to speak with our Pet Customer Service team you can get in touch using:

0333 777 7361

Monday - Friday - 8am - 6pm
Saturday - 9am - 1pm
Sunday - closed


Claims and Claims complaints

If you'd like to start a new claim, have an enquiry about a claim you've already made, or need to make a complaint regarding a claim, get in touch with our pet claims team on:

0333 777 7362

Monday - Friday - 9am-5pm
Saturday - closed
Sunday - closed


Pet Complaints

If you have a complaint about service you have recieved or about our Pet Insurance in general, then call us on:

0330 333 5888