Your pet has to be at least 8 weeks old at the start of cover and there is no upper age limit. We do not stop offering cover when your pet is older, as long as there has not been a break in cover.
Unfortunately, our policies do not cover pre-existing conditions. Please see the policy terms and conditions for further information.
Your pet will be covered for dental treatment as a result of an accident on Two Paws, Four Paws and Five Paws but any regular or illness related dentistry is excluded.
Our policies do not cover dogs used for working, trade, profession or business.
Yes, you can still arrange cover if your pet is not vaccinated. However, unvaccinated pets will not be covered for the illnesses that could have been prevented from the vaccination.
Yes, you can pay for your policy by instalments subject to status. There will be a 2 month initial payment followed by 10 monthly instalments when you purchase your policy. Instalments are interest free and include Insurance Premium Tax at the prevailing rate. When you renew, your policy can be paid for in 12 monthly instalments.
Your cover starts straight away for accidents. There is a 14 day waiting period for illness cover, which means that no claims can be made for illness within the first 14 days of the policy.
No, the claim form will need to be signed and dated after the treatment has taken place. If we receive a claim form that has been signed and dated before the treatment end date, it will be necessary for us to follow our process and return the claim form to you which will result in unnecessary delays. The reasoning behind this is that you are signing to confirm that the treatment claimed for is correct. Further, although we are happy to accept direct claims from your vet, the claim form still needs to be signed AFTER the treatment has ended.
The claims excess is your contribution to the costs of treating your pet. For One Paw and Two Paws, the excess will be £60 per condition. For all other policies, the excess will be £60 per condition, per policy year. Special note: In respect of pets aged 8 years or over at the time of the claim, a 15% co-payment will apply to the remaining claim for veterinary fees, special diet, complementary medicine and cruciate ligament claims after the excess has been deducted and for any claims for that condition thereafter.
This is the amount you pay towards the veterinary fee claim for each condition. For all pets aged 8 years and older, the mandatory co-payment amount is 15%. This is in addition to the standard excess relevant to your policy. For example if you made a claim of £300, the initial excess of £60 would be deducted and you would then be required to pay 15% of the remaining £240 balance, which is £36. Therefore the total you would be required to pay towards the claim is £96.
Providing all information and documentation required has been provided we aim to have claims assessed within 5 working days. If the claim form has not been completed you may experience delays in your claim.
We can pay you or the vet just let us know on the claim form section. You have the option of being paid by BACS (Bankers Automated Clearing Services) direct into your bank account, as long as the Direct Debit is being paid from your account. Direct payment can also be made by BACS to your vet if they wish, they just need to add their payment details to Section 2 of the claim form. Where details are not provided, payment will be made by cheque.
To protect our environment, all documentation is sent via email. When your policy renews, your renewal notice, along with your schedule of insurance and policy wording will be emailed to you 14 days before your renewal date.
If you do not receive your documentation, please check your spam or junk email as sometimes your internet security settings may divert them there. If they are not there then please call our friendly customer services team on 0330 102 5746.
You can cancel your policy at any time by calling us on 0330 102 5746. If you want to cancel in the first 14 days, providing you have not made a claim you will receive a full refund of your paid premium. If you want to cancel after this time then you will be charged for the time your pet has been insured. In all cases there is an administration charge of £30.