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In this guide, we’ll walk you through how to claim on your pet insurance. From understanding what’s covered to completing the paperwork and receiving your payment, it’s a step-by-step guide that we hope will help set you up for a smooth and successful claim.
Know what your policy covers
Before you make a claim, it's vital to understand what your policy includes (and excludes). While this might sound obvious, many claims are rejected simply because they fall outside the policy's coverage.
Here’s what to check in your policy documents:
What types of treatment are covered: Not all policies cover the same things, so check whether your pet’s illness or accident is covered. For example, some policies cover broken teeth and others don’t.
Excess amount: This is the portion of the vet bill you’ll need to pay before your insurer contributes.
Co-payments: Some policies (especially for older pets) require you to pay a percentage of the claim after the excess.
Claim limits: Policies typically put a cap on how much you can claim per condition or per year, or may have a lifetime cap.
Waiting period: If you have taken out the policy very recently (typically 14 days) you might not be able to claim for an illness, although an accident may be covered.
If you’re not sure what’s covered, give your insurer a quick call or check their website’s FAQ section.
Check on the claims process
According to the Association of British Insurers, most pet insurers are happy to deal directly with your vet. Depending on the insurer and vet, they may manage all of the claims process themselves, with no or limited involvement from you. However, ultimately you are responsible for making sure the insurer has the information they need.
Some pet insurers do require you to claim with them directly. They will likely have a claim form for you to download or complete online.
Information they will require will typically include your pet’s microchip number and details of its illness, injury or condition. You’ll also need to provide details of the treatment and treatment costs, usually with the vet’s invoices/receipts.
You may be able to do this yourself, or you may need to ask your vet for help with some sections of the form. For example, some insurers also ask for clinical notes provided by the vet. Some vets charge for this service.
Watch out for a time limit on claims
Insurers typically require claims to be submitted within a specific time frame, such as within 30 days of the treatment date. If you wait too long, your claim might be rejected.
Getting approval for your claim
Once your claim is submitted, the insurer will assess it and, if approved, pay the vet or reimburse you, depending on the arrangement. Insurers typically aim to process claims within 7 to 14 working days, although complex cases may take longer.
If there’s a delay, it’s often due to missing information, such as medical history or unclear invoices. That’s why it’s so important to make sure you include all the necessary information and documents when submitting your claim.
You’ll typically receive confirmation when the claim is processed, usually by email or letter. This will likely confirm the total amount claimed, details of excess and co-payments, the amount paid, and any exclusions or rejected items.
Rejected claims
Of course, sometimes claims are denied. Common reasons for rejections include:
The treatment falls outside of what your policy covers (e.g. routine dental care, behaviour training).
Your policy lapsed or wasn’t renewed on time.
The condition is pre-existing or occurred during the waiting period.
You missed the claim deadline.
Your pet wasn’t up to date on vaccinations, making the illness preventable.
If you believe your claim has been unfairly rejected, contact your insurer for a full explanation. Depending on their response, you may decide to ask if they’ll reconsider the decision with more information. If you’re still unhappy, you can raise a complaint with the Financial Ombudsman Service.
How is the claim paid?
This can work in two ways, depending on your policy and insurer:
You may need to pay the bill upfront and then claim the cost back.
Your vet may be able to deal directly with the insurer (known as a direct claim). Even if your insurer pays the vet directly, you’ll still be responsible for paying your excess and any co-payment portion to your insurer.
Getting prepared… just in case
We hope your pets stay healthy so that you never have to claim on your pet insurance. But to prepare for the worst, it’s a good idea to keep excellent records of their health care.
The smoother your paperwork, the easier it is to claim. So, to stay organised keep tidy records of all vet invoices and vaccination records, and your insurance policy and excess details.