Frequently Asked Questions

If you can’t find your answer here, or if something isn’t quite clear please do get in touch

• Eligibility
• Cover
• Making a claim
• Payment
• Renewal
• Other

Eligibility

Eligibility Conditions
You must meet the following eligibility criteria to take out a Pet Protect Insurance policy. If you do not meet this criteria:

• It may affect your policy premium.
• We may reduce or decline a claim payment.
• We may cancel your policy.

Eligibility Criteria
You and your pet must meet the following criteria –
You

• Must be over 18 years old or over.
• Must be the full time owner of the pet you are insuring.
• Must live permanently at your home address within the United Kingdom, the Isle of Man or the Channel Islands.
• Must not have had any pet insurance policy covering this pet void or cancelled by the insurer.

Your Pet

• If a cat, must be over the age of 6 weeks and under the age of 10 years when you take out a policy. A dog must be over the age of 8 weeks and under the age of 8 years when you take out a policy. A dog shown as a specified breed in the definition section of the policy terms and conditions, must be over the age of 8 weeks and under the age of 6 years when you take out a policy.
• Must live with you at your home address.
• Must not be used for breeding purposes.
• Has not been subject of any complaints about its behaviour.
• Has not been the cause of an incident or legal action.
• Must not be used or trained for commercial use, guarding, security, farming, hunting, racing, volunteering etc.
• Is not used in your profession, your occupation, any business or is connected with any trade or business.
• I confirm that my Dog does not live in a premises which sells alcohol.
• I confirm that my Dog is not taken to work with me or anyone else. If working from home my Dog is not in contact with clients or customers.

Excluded Breeds
We do not insure the following breeds (whether pedigree, cross-breed or mixed breed) or breeds of dogs that should be registered under the Dangerous Dogs Act 1991 and the Dangerous Dogs (Northern Ireland) Order 1991 including any subsequent amendments.

• Pit Bulls, American Pit Bull Terriers; Dogo Argentinos, Japanese Tosa, Fila Brasileiro, Chinese Shar-Pei, Akita, Dog De Bordeaux
• A dog crossed with these breeds, wolves or wolf hybrids.

When does my cover begin?
Your insurance policy commences on the date you chose the policy to start, as stated on your policy schedule. All our policies include a 15 day exclusion period for injury and illness. This mean that any claims relating to any injury that occurs or illness that manifests within 15 days of the inception date of your policy will be excluded.

My pet is healthy. Why would I need Pet Insurance?
While your pet may be healthy and happy today, there is no way to predict what might happen in the future. With Pet Protect pet insurance, you'll ensure your pet has access to veterinary care in case of an illness or accident.

Can I take out cover if my pet's vaccinations aren't up to date?
Yes you can, but be aware that we don't cover illnesses that relate to your pet not having received the recommended vaccinations. So we advise you take your pet to the vet as soon as possible for its vaccines.

What is classed as a Working Dog?
This includes your pet being used or trained for commercial use, guarding, security, farming, hunting, racing, volunteering, etc. This exclusion does not apply to assistance dogs registered under our approved scheme.

Cover

What is Lifelong cover?
Lifelong cover means we'll pay for ongoing treatment year after year for as long as you renew your policy. Other companies offer time-capped or condition capped policies, which only pay for a condition for 12 months or up to a financial limit for each condition. Once this limit is reached, the condition is excluded and no further claims can be made, leaving you to pay for any further treatment yourself. With Lifelong cover, there are no exclusions once you start claiming and you can claim up to your chosen annual limit year on year, for as long as you stay with us.

Does this policy have a 12 month limit for vet fees?
No, our policies are true cover for life, with no time limits, providing you renew your policy each year and submit a claim within 6 months of treatment.

Am I covered for ongoing conditions?
Yes as long as claims are submitted within 6 months of treatment and you renew your policy each year.

Will my pet have access to alternative therapies?
Yes, we will cover you for complementary treatments such as hydrotherapy, herbal or homeopathic medicine, physiotherapy and acupuncture. All are covered up to £450 per year.

Will you pay for medication bought online?
Yes, we will pay for medication purchased on the internet but it is important that you provide us with invoices, the prescription from your vet and a completed claim form.

Do you pay for hereditary / congenital conditions?
Yes, we will pay for congenital and hereditary conditions as long as no symptoms have developed before the policy is taken out or during the 15 day waiting period.

Is my pet covered for foreign travel?
Yes, cats and dogs are covered for up to 31 days foreign travel per year in conjunction with the government's PETS travel scheme. To activate this cover, call us on 0345 602 4797.

Making a Claim

Do I need to inform you before I need to make a claim?
No, you do not need to advise us before you wish to make a claim, unless the treatment carried out is not at your usual veterinary surgery.

How quickly are claims processed?
We aim to process claims within 20 working days of receiving the completed claim form.

Can payment be made directly to the vet?
Yes, we can make payments directly to your vet, but you would need to check your vet agrees first. The excess and vet fee contribution that may apply to your policy will have to be settled by you with the vet.

I need a new claim form. How do I get one?
Click here to download a claim form.

When should I submit my claim?
The sooner the better, but we must receive your completed claim form at our offices within 6 months of the treatment being given.

What is a vet fees excess? How is it charged?
This is the amount you must pay for each unrelated condition you claim for. This applies per condition per year.

What is a vet fee contribution?
The contribution is a percentage fee that is only payable by you when you claim for vet fees. It is only deducted when you make a claim.

Can you accept electronic claims?
Yes. If your vet is able to send VetXML claims via the veterinary practice computer.

How long do I have to claim?
If you wish to make a claim for the cost of treatment by a vet, you will need to send us a completed claim form with all relevant invoices within 6 months of the start of any treatment. We will not pay claims made after this 6-month period has elapsed unless this is specifically agreed by us before the end of the 6-month period.

Payment

Can I pay monthly?
Yes, you can pay monthly via direct debit, credit and debit cards.

Can I pay yearly?
Yes, you can pay the entire annual premium by credit/debit card or direct debit.

Which credit cards do you accept?
We accept MasterCard, Visa Delta and Switch Maestro. We currently do not accept Electron, Solo or Amex cards

Renewal

When will my policy renew?
We will write to you 21 days prior to your renewal date, letting you know your renewal figure including changes to your premium, terms and conditions and excesses.

What do I need to do to renew my policy?
You don't need to do anything if you're paying by Direct Debit or Credit/Debit Card and you have requested for your policy to auto renew. Your policy will renew automatically on the anniversary date.

Other

Do I have to use a specific vet or am I free to choose?
You're free to use any qualified vet in the UK. If you are referred to another practice, then you will need to contact us in advance.

Is there a charge for amending my personal details?
No, we don't charge to amend your information. Please call to notify us of any changes, we'll be happy to help.