Speak to a vet online
Your policy includes 24/7 access to an online vet with PawSquad, so you can get advice and treatment options whenever you need.
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How to claim? What can I claim for? What can't I claim for? What happens next? FaqsHow to make a claim
Follow these steps to make a pet insurance claim:
Don't forget
With your policy, you can speak to a vet online anytime 24/7 through Pawsquad.
Get your info ready
Check what you're covered for first. Then get the info you need, including invoices for treatment and your pet's medical history.
Submit your claim
Upload your documents and send us everything you have so far to make your claim.
What do I need to make a claim?
You'll need to tell us:
- what you're claiming for - this could be vet bills, treatment or therapy
- when your pet's symptoms started or when they were treated
- any treatment dates you want to claim for
You'll need to send us:
Vet bills and invoices
Keep hold of any vet bills and invoices if you want to claim back those costs. This includes digital invoices from online pharmacies. Read our vet bills explained article to find out more about what you're covered for.
Vet history or death certificate
If your pet has sadly passed away because of an illness or accident, we'll need a copy of either:
- the pet's vet records to confirm their passing
- a death certificate from your vet
- a pedigree certificate (if you have one)
We'll also ask for proof of when you got your pet. This could be a receipt or a bank statement.
Don't worry if you don't have this - just let us know why so we can help.
Evidence if your pet is lost or stolen
Make sure you report your pet missing to your local rescue centre or vet before you make a claim.
Once you've done that, send us any receipts for advertising you paid to help find your pet. For example, if you printed out posters to put up in your local area.
If your pet has been missing for more than 45 days, we'll also need proof of when you got them - whether you bought them from a breeder or rehomed from a rescue centre. This could be a receipt or a bank statement showing when you got them.
We'll make your payment if your pet is still missing after 45 days. Check your policy for limits and exclusions.
Third party documents
If your pet has hurt someone or damaged their property, they can make a claim on your policy.
If this happens, you'll need to let us know as soon as you can and send us any documents or letters you get from them.
What can I claim on my pet insurance?
It depends on your level of cover, but you can claim for things like:
- vet bills and prescription fees for your pet's accidents and illnesses
- your pet's dental treatment because of an accident
- cancelling your holiday because of an emergency with your pet
- your pet's CT/MRI scans
- your pet's treatment like physiotherapy or hydrotherapy
What can't I claim for on my pet insurance?
Our pet insurance doesn't cover:
- Pre-existing conditions - that means a condition your pet had before you took out your policy.
- Claims within the waiting period. We don't cover any injury that happens within the 24 hours of your policy starting, or any illness your pet gets within the first 14 days.
- Routine health treatment, like treatment for fleas or worms, or microchipping your pet.
- Breeding or pregnancy.
You can find out more about what you can't claim for on our pet insurance page or in your policy book.
What happens after I make a claim?
We'll pick up your claim
One of our pet experts will take a look at it. We'll check the details and any documents you sent to help us understand what you're claiming for.
Heads up - we might ask for more information from you or your vet, like your pet's medical records or copies of invoices.
We'll let you know the outcome
We'll be in touch within 10 to 15 working days to let you know what happens next.
We'll send you your payment
If we've got everything we need and agree to pay your claim, let us know which account to send the money to. You might have already paid the vet, or asked us to send your claim money straight to them.
What does a vet need to make a claim?
Your vet will need to tell us:
- what you're claiming for - this could be vet bills, treatment or therapy
- when your pet's symptoms started or when they were treated
- any treatment dates you want to claim for
If your vet is claiming for vet bills
To support your claim, we'll need:
- a copy of bills or invoices for your pet's treatment
- any lab reports, if there are any
- a copy of your pet's medical records, including records from previous vets
If your vet is claiming because your pet has died
We'll need either:
- a death certificate
- or a copy of your pet's medical records to confirm their passing
If your vet is claiming because your pet's missing or stolen
We'll need:
- a copy of their medical records
- notes from your vet to confirm they know your pet's missing
Once we have everything we need, we'll start working on your claim as quick as we can. And we'll keep you in the loop every step of the way.
Get extra support
Whatever you need, you can always reach out to us - we're here to help. Tap the button to find all the ways you can speak to us.
Get in touchMore about your pet insurance claim
Still got some questions? We answer them below.
How much can I claim?
It depends on the type of policy you have.
If you have Lifetime pet insurance, you can claim up to your policy limit each year. This can be up to £10,000 but it depends on which level of cover you have.
A Time Limited policy covers your pet for accidents and illnesses from the moment symptoms begin. Cover for each condition stops when you reach your policy limit or after 12 months - whichever comes first. After that, we can't pay vet fees for that condition.
When should I make a pet insurance claim?
We know thinking about making a claim is the last thing on your mind when your pet is unwell. But the sooner you do it, the better.
Will the cost of my pet insurance increase if I make a claim?
Your insurance could go up at renewal if you've made a claim. But there are other factors that affect the price of your insurance too - not just your claims history.
That includes things like:
- the average cost of vet treatments in your local area
- inflation
- your pet's age
- if you've changed any details about your claim on your policy
If you make a claim, your insurance price won't go up until it's time to renew your policy - unless you need to change your details during your policy term.
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