Pet insurance existing customer hub

The cost of looking after your pet's health goes up as they get older. That's why we review our prices every year.

When it comes to renewing your policy, you'll get an invite from us around 21-28 days before your policy is due to end. It'll have your new price and remind you of what you paid last year, so you can compare.

We'll always offer you the best price we can when it's time to renew. It's based on things like your pet's breed, age and health, so you're getting a fair price for the cover you need.

If you pay monthly by Direct Debit, your policy will renew automatically after 12 months.

If you want to turn automatic renewal on or off, or if you'd like to cancel your policy, we're here to help. Just reach out to us.

There are a few reasons why your insurance price might change at renewal. That includes:

• your pet's age, breed and health
• where you live
• if you've made a claim in the past
• any changes in the law

A pre-existing condition is any illness or injury that your pet already has. That means you knew about it before you bought your policy.

It might be something a vet has already diagnosed, or it could be something you know about but haven't had a vet look at yet.

Unfortunately, we don't cover any pre-existing conditions. It's worth putting a bit of budget aside for existing conditions, in case you need to pay for any vet bills.

After you've taken out a policy with us, there's a short wait before you can make a claim:

• In the first 14 days - you can't claim if your pet gets ill or sadly passes away.
• In the first 24 hours - you can't claim if your pet hurts themselves or is involved in an incident with someone else.

A fixed excess is the amount you'll need to pay if you make a claim. Before your pet is 6 years old, you can choose to pay £99 or £199. From the renewal following their 6th birthday, this will be £199 - unless you'd already chosen this amount.

How often you pay also depends on your policy:

• Time Limited policy - you only pay your fixed excess once for each condition.
• Lifetime policy - you only pay your fixed excess once each year for each condition.

You can see how much your excess is in your Policy Schedule.