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Paws & Claws Pet Insurance offers a range of pet health policies that are comprehensive and affordable.


We offer up to £5,000 for veterinary fees with an excess as low as £69 to take care of those dreaded veterinary bills. Cover is available for your smitten kitten or precious pup from as young as 8 weeks old!

Your pet is an important part of the family and with 1 in 3 requiring veterinary treatment every year following an accident or illness† it is vital that you are able to provide the care your pet needs if the worst happens. We have a variety of plans for you to choose from to suit your individual needs and budget.

Compare our pet insurance benefits quickly and easily online.


For customer service and general enquires please use the form below:

Quote Line

0343 309 1196

Claims

0330 102 5747

Customer Service

0330 102 5746

Find a Vet

0330 102 5742
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Our Complaint Handling Procedure


At Paws&Claws Pet Insurance we are dedicated to delivering a first class level of service to all customers. We welcome any comments on the services we provide - in the form of both compliments and complaints. We accept that things can occasionally go wrong and would encourage you to tell us about any concerns you have so that we can take steps to make sure the service you receive meets your expectations in the future.

Need Help?

If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team. This can be done either by telephoning us or dropping us a line by email or by letter if you prefer.

Contact:

Telephone: 0330 102 5746

Email: complaints@ultimateservices.co.uk

Address:

Paws & Claws Insurance
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8QL

Response Time

Where we are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:

  • Acknowledgement of your complaint in writing within 5 working days of receipt. This will state who is handling the complaint.
  • We will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response.
  • Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service (see below).

What is a final response?

This letter should clarify the final position in relation to your complaint and any actions agreed going forward.

The Financial Ombudsman Service

What you should know

You may go directly to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with your insurer’s consent. However, we are still required to follow the procedure and timeframes as stated above in the Response Time section.

If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.

If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if your insurer has provided consent.

The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be.

Contact Details

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9 123

Website: www.financial-ombudsman.org.uk

Email:complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service will consider your complaint totally impartially and we are bound by their decision.

If you are dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment -click here.


Get a Quote Now!


Fill in a short form to get your pet insurance quote in just a few minutes or call us on 0343 309 1196.

If you have more than one pet do not forget our 10% Multi Pet Discount

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Paws & Claws pet Insurance is a registered trading name of Ultimate Insurance Solutions Limited. Policies are arranged and administered by Ultimate Insurance Solutions Limited (Registered No. 3299891, FCA No. 311368), 5th Floor, The Connect Centre, Kingston Crescent, Portsmouth, Hampshire, PO2 8DE. Ultimate Insurance Solutions Limited is authorised and regulated by the Financial Conduct Authority. Policies are underwritten by International Insurance Company of Hannover SE who are registered in Germany, registration number HRB 211924. Registered Office Roderbruchstraße 26, 30655 Hannover, Germany acting through its UK branch whose office is located as 10 Fenchurch Street, London, EC3M 3BE, United Kingdom. Authorised by the Bundesanstalt für Finanzdienstleistungsaufsicht, and authorised and subject to limited regulation by the Financial Conduct Authority (FCA No. 659331). Details about the extent of its authorisation and regulation by the Financial Conduct Authority are available from us on request Third Party Liability is underwritten by Ageas Insurance Limited, Ageas House, Tollgate, Eastleigh, Hampshire, SO53 3YA, United Kingdom (Registered No. 354568, Financial Services Register no. 202039). You can check this information on the Financial Services Register by visiting www.fsa.gov.uk/register/firmSearchForm.do or by contacting the FCA on 0800 111 6768.