FAQs

Pet Protect was launched to the veterinary profession in 1983 to help customers meet the cost of veterinary treatment. We've been caring for Britain's pets for over 24 years now and in that time we're proud to have been able to help over half a million pets and their owners. Pet insurance is all we do, we are the specialists.

Who are your underwriters?

All Pet Protect policies are underwritten by QBE Insurance (Europe) Limited (registered in England number 1761561). Authorised and regulated by the Financial Services Authority (registration number 202842).

What does lifelong mean?

Lifelong cover means we'll pay for treatment up to the benefit amount each and every year for as long as you renew your policy. Other companies offer time-capped or financially capped policies, which only pay for a condition for 12 months or until the financial limit has been reached, after which you would end up paying for any further treatment yourself.

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.

After applying for the policy, when does my cover start?

Your cover will be immediate for accidental injury and Third Party Liability claims. Illness cover will begin 14 days after the start date of your policy.

What pets can I cover with Pet Protect?

We offer comprehensive cover for Dogs and Cats.

Does it matter how old my pet is?

Once your pet is insured, we will offer cover for the rest of his or her life. Puppies and kittens should not be taken away from their mother until they are properly weaned, meaning that we won't cover puppies until they are 8 weeks old and kittens until they are 6 weeks old.

We cannot start a policy beyond a certain age either. We can't insure cats who are more than 10 years old or dogs who are more than 8 years old; for some dogs listed as a Specified Breed (see our "Terms and Conditions") the age-limit is 6 years old.

Can I still apply if my pet's vaccinations aren't up to date?

Yes, although we will not pay for any illness that is related to your pet not having received the recommended vaccinations.

Why do I need third party liability for my dog?

If your dog were to cause damage or injury to a third party, you are legally liable to pay for any associated costs. Pet Protect provides up to £2m to cover these costs.

Can I claim for complementary treatments and medicines?

Yes, we will cover you for complementary treatments such as hydrotherapy, herbal or homeopathic medicine, physiotherapy and acupuncture. All are covered up to £6,000 for 'Extra' policies and £4,000 for 'Plus' policies.

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 14 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, you must call us on 0870 243 0088 to request a travel form. Complete this form and return it to us at least 14 days before you are due to travel and we will send you our Travel Policy Terms and Conditions.

What is a claim excess?

A claim excess is a contribution towards the veterinary bill. You will pay one excess per condition, per year.

Am I eligible for a month's free insurance?

Yes, if your dog is over 8 weeks and under 8 years old (6 years for specified breeds) or your cat is over 6 weeks and under 10 years old and you take out your policy online, you are entitled to one month free insurance. For more information see our Promotional Terms & Conditions.

I've got more than one animal do I get a discount if I insure them all with you?

If you insure three or more pets we will give you a 10% discount on each policy. If you wish to insure more than 1 pet please call our customer services team on 0800 055 6236. See our Promotional Terms & Conditions for more details.

How do I pay for my insurance?

You can pay by Direct Debit (monthly), Credit Card or Debit Card. Unfortunately we cannot accept Electron, Solo or Amex cards at present.

Can I pay for my policy in instalments?

Yes, you are able to pay for your policy in 12 equal monthly payments with no interest charged.

Do I need to inform you when I need to claim?

You may need to ring us to ask for a claim form, or you can download one here, but you do not need to advise us when 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 4 days of receiving a claim form.

Can payment be made to the Vet directly?

Yes, we can make payments directly to your vet, as long as your vet agrees.

Do you need any notice to cancel my policy?

If you'd like to cancel your policy within the first 14 days you are entitled to a full refund of your premium. If you cancel your policy after the initial 14 days any refunds due will be on a pro-rata basis.

What's not covered?

As with all insurances we can only provide cover for the unexpected, so we have to place some exclusions on our policies, including the following:
• Treatment for any pre-existing conditions
• Any illness or disease occurring within the first 14 days of cover.
• Any preventative or routine treatment such as flea treatment, worming, neutering and vaccinations.
• Any illness or injury related to pregnancy or birth.
See our full Terms and Conditions for more details.

Can I use any vet in the UK?

Yes, as long as the vet is a qualified and registered Veterinary Surgeon. If you are passed to a referral vet you must gain approval from us first.

How is my premium calculated?

Your excess is calculated from a number of factors including the area in which you live and the breed and age of your animal. Unfortunately you cannot reduce your premium by paying a higher excess.

Will you pay for medication purchased over the internet?

Yes, but you will need to provide us with invoices, the prescription and a completed claim form.

Can I have a claim form sent via fax or e-mail?

You can download our claim form from here.

Is Dentistry covered?

Yes, we cover all dental treatment related to illnesses and injuries. We do not, however, cover cosmetic dentistry or dentistry opted for by yourself.

Do I need a special form for a continuation claim?

No, use our standard claim form completed in the usual way, but ask your vet to tick the box stating that it is a continuation.

I'm moving abroad, can my pet be covered?

We offer travel cover for 31 days but unfortunately, at present, we cannot provide cover beyond that outside the UK.

Can I still use a claim form even though it is out of date?

You can use an old claim form, but doing so may cause your vet confusion as the dates of cover may be incorrect.

Is there a cut-off period after which I cannot make a claim.

Yes. We must receive your completed claim form at our offices within 6 months of the treatment being carried out.

Can I still claim on last year's insurance year even though we are now in a new policy year?

Yes, as long as the treatment start date is not over 6 months ago then you are able to claim

Is it ok to send invoices in instead of claim form?

You will need to send a claim form as well as the invoices

Do I have to wait until all treatments are completed (e.g. x-rays, pins, hydrotherapy etc for a broken leg) before I make a claim?

No, the most important thing is to make sure that claims are submitted within 6 months of the treatment start date.

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