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Frequently asked questions

Here you’ll find the answers to some of the most frequently asked questions. If you can’t find your answer here, or if something isn’t quite clear please do get in touch.

What is Lifetime cover?

Lifetime or Lifelong cover means we'll pay for recurring and ongoing treatments as policy benefits are reinstated annually on policy renewal. Lifetime pet insurance provides a set amount of cover for veterinary fees, which renews each year in line with the renewal of the policy. This means that your pet is covered throughout its lifetime providing the policy remains active.

Our Lifetime policy provides an annual benefit limited which will be replenished each year. The limit is reinstated at renewal and covers your pet’s veterinary fees (choose from £4,000 or £6,000) for as long as you require, provided your policy is continually renewed. Please see the Policy Summary and Policy Document for full details.

Do the Lifetime policies have a 12 month limit for vet fees?

No, our Lifetime plus and Lifetime Extras policies are true cover for life, with no time limits, providing you renew your policy each year and submit any claims within 6 months of treatment.

What is the best pet insurance?

Choosing the right policy for you and your pet will depend on the benefits and cover you want from your insurance. Your pet's age and health may also be contributing factors. Compare our policies today to find the policy best suited to you.

Am I covered for recurring conditions with a Lifetime Policy?

Yes as long as claims are submitted within 6 months of treatment and you renew your policy each year.

What is TimeCare cover?

Our TimeCare policy covers your veterinary fees up to the limit of £1,000 or £3,000, for a maximum of 12 months only from the date of illness or accident, or until the limit is reached.

Provides cover for your pet’s veterinary treatment including fees from the date of accident or illness up to the benefit level or for 12 months. To take advantage of the benefit limit, your policy must be continually renewed and in force during the period of treatment and after the benefit limit or 12 months is reached, which ever come sooner, after which treatment for that accident will be excluded from cover for the remainder of the policy’s life. Please see the Policy Summary and Policy Document for full details.

What is ConditionCare Cover?

Our ConditionCare policy covers your veterinary fees, until the vet fee limit is reached for each illness or incident, after which that condition will be excluded.

Provides cover for each new accident or illness up to the benefit level. To take advantage of the benefit limit per illness, your policy must be continually renewed and in force during the period of treatment and after the benefit limit is reached, after which treatment for that accident will be excluded from cover for the remainder of the policy’s life. Please see the Policy Summary and Policy Document for full details.

Are pre-existing conditions covered?

Pre-existing conditions are not covered under any Pet Protect policy.

What constitutes a pre-existing condition and why do Pet Protect need to know about them?

Pet insurance is essentially medical insurance, so if your pet has been diagnosed with, or shown signs of, an illness, condition or injury which has or has not been treated in the past, it will not be covered under a new policy. A new insurance policy will only cover you for conditions which may arise in the future. A pre-existing medical condition could be anything, from a chronic health condition such as diabetes to something more simple like a cyst. If you don't declare a condition or symptom then subsequently make a claim for it, it may be declined. If you have any doubts as to whether a condition falls under the definition of "pre-existing" then please call a team member who can help you. And, remember our pet insurance policies do not cover your pet’s routine check-ups, vaccinations, flea and worming treatment but it's important to keep these up to date so your pet remains in the best health possible.

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. Cover varies between policies and is subject to limitations. See table of benefits.

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 medication 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. Cover varies between policies.

How are pet premiums calculated?

There are a variety of factors that affect premiums. Typical rating points include the type, breed, gender and age of animal, the sort of product selected, if your pet's been microchipped and expected future veterinary fee inflation. Veterinary fees in your postcode will also be a factor in calculating your pet's premium.

Do you insure older pets?

Yes we do, however new policies are only available for pets aged from 6 weeks to 9 years 11 months for cats, from 8 week to 7 years 11 months for dogs and Specified Breeds (see below) from 8 weeks to 5 years 11 months.

What is a specified breed?

We classify specified breeds as; Akbash, Alano Espanol, Alpine Dachsbracke, American Bandogge Mastiff, American Blue Gascon Hound, American White Shepherd, Appenzeller Sennenhunde, Azawakh, Azores Cattle Dog, Banter Bulldogge, Basenji, Basset Hound, Belgian Shepherd Dog, Belgian Shepherd Dog (Groenendael), Belgian Shepherd Dog (Laekenois), Belgian Shepherd Dog (Malinois), Belgian Shepherd Dog (Tervuren), Bernese Mountain Dog, Boar Hound, Boerboel, Boxer, Braque Francais Pyrenees, Bulldog, Alapaha Blue Blood Bulldog, American Bulldog, English Bulldog, French Bulldog, Toy Bulldog, Victorian Bulldog, Bullmastiff, Cane Corso, Caucasian Mountain Dog, Central Asian Outcharka Shepherd, Chinese Shar-Pei, Cirneco dell ‘Etna, Coonhound, American Coonhound, English Coonhound, Black and Tan Coonhound, Bluetick Coonhound, Redbone Coonhound, Treeing Walker Coonhound, Dalmatian, Danish Broholmer, Deerhound, Scottish Deerhound, Doberman Pinscher, Dogue de Bordeaux, Dosa Inu, Dutch Sheepdog, English Mastiff, Entlebucher Mountain Dog, Estrela Mountain Dog, German Shepherd Dog, King German Shepherd, Great Dane, Great Pyrenees, Greater Swiss Mountain Dog, Greyhound, Grand Basset Griffon Vendeen, Himalayan Sheepdog, Icelandic Sheepdog, Irish Wolfhound, Italian Greyhound, Landseer, Leonberger, Mastiff, Mee Kyun Dosa, Neapolitan Mastiff, Newfoundland, Old English Mastiff, Old English Sheepdog, Olde English Bulldogge, Perro de Presa Canario, Peruvian Inca Orchid, Pharaoh Hound, Pyrenean Mountain Dog, Pyrenean Shepherd, Rafeiro do Alentejo, Rottweiler, Saint Bernard, Giant Schnauzer, Shiloh Shepherd, Sloughi, American Staffordshire Terrier, Bull Terrier, English Staffordshire Terrier, Miniature Bull Terrier, Miniature English Bull Terrier, Soft Coated Wheaten Terrier, Staffordshire.

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 aged from 6 weeks to 9 years 11 months when you take out a policy. A dog must be aged from 8 weeks to 7 years 11 months and Specified Breeds from 8 weeks to 5 years 11 months 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.
  • Does not live in a premises which sells alcohol.
  • Is not taken to work with me or anyone else. If working from home, my pet is not in contact with clients or customers.

Excluded Breeds

Currently 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 Argentino, Japanese Tosa, Fila Brasileiro, Chinese Shar-Pei, Akita, Dogue 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. 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.

Is pet insurance worth it?

If your pet gets ill, injured or has an accident, you will have to pay the often expensive vet bills. Pet insurance is designed to help you cover unforeseen vet expenses and ensure your pet gets the care and treatment they need. Please be aware that your policy may have an excess and a Vet Contribution. Please check your Policy Schedule for complete details

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.

Does Pet Protect have customer reviews I can read?

Yes we do. You can read our customer testimonials from existing dog and cat policyholders on our reviews page. We also have customer reviews which are collected by Trustpilot, which you can view here.

Lifetime Policy

A lifelong policy covers your pet for any recurring conditions during their lifetime, up to the annual limit in vet fees, providing your policy is in force and continually renewed. The vet fee amount will then reinstate every year at renewal.

TimeCare Policy

Our TimeCare policy covers your veterinary fees (choose from £1,000 or £3,000) for a maximum of 12 months only from the date of illness or accident, or until the limit is reached.

ConditionCare Policy

Our ConditionCare policy covers your veterinary fees, until the vet fee limit is reached for each illness or incident, after which that condition will be excluded.

Accident

A sudden and unexpected event brought about by an external influence which is not an illness but which results in an injury.

Assistance dogs

Has been specifically trained to assist a disabled person and that meets the accredited membership criteria of Assistance Dogs International, Assistance Dogs Europe or the international Guide Dog Federation.

Bilateral Condition

Any condition, which may affect duplicate body parts on both sides of the body within a 12 month period, for example, eyes, ears, knees, cruciate ligaments and hips. Bilateral conditions are considered as one condition.

Clinical signs

Changes in your pet’s normal healthy state, its bodily functions or behaviour.

Complementary treatment

Hydrotherapy, herbal or homeopathic medicine, behavioural therapy, physiotherapy and acupuncture only.

Excess(es)

The amount you must pay as shown on your schedule. In respect of injury or illness an excess is payable for each unrelated condition treated during each period of insurance. If the treatment dates of an injury, disease or illness fall into more than one period of insurance, you will be required to pay the excess for each period of insurance.

Illness

Physical disease, sickness, infection or failure that is not caused by injury or any changes to your pet’s normal healthy state.

Injury

A physical damage or trauma caused by an accident to your pet. An instance of being injured, for instance a wound, bruise, cut, gash, tear, rent, slash, gouge, scratch, graze, laceration, abrasion, contusion, lesion, sore.

Insurance Premium Tax (IPT)

Is a tax on general insurance premiums.

Maximum benefit

The most we will pay as stated on your schedule.

Microchipping

A microchip is a small implant placed under the skin of an animal and contains a unique identification number. Microchips are commonly used to help identify pets if they become lost or stolen.

Period of insurance

The period between the Commencement and Expiry dates shown on your schedule. Both dates refer to local standard time at your address.

PET Travel Scheme (PETS)

Government scheme allowing you to take your pet abroad to certain specific countries and re-enter the United Kingdom without the need for your pet to go into quarantine, provided certain criteria have been adhered to.

Pre-existing condition

Any condition or complication directly resulting from a condition that has been identified or investigated by a vet, is known to you or is otherwise reasonable for you to have known about prior to the start of insurance.

Prescription diet

A clinical diet where such food has been prescribed by your vet as part of treatment for a covered illness/accident.

Policy

This document, the schedule (including any schedules issued in substitution) and any endorsements attaching to this document or the schedule that will be considered part of the legal contract.

Schedule

The document which identifies the policyholder and sets out details of the cover and excesses.

Spaying or Neutering

Spaying or neutering is surgical sterilization. Spaying of females involves the removal of the entire reproductive tract (uterus and ovaries). Neutering of males is done by removing the testicles. Both procedures are performed using strict sterile technique while the pet is under general anaesthesia.

Treatment

Any examination, consultation, advice, tests, X-rays, medication, surgery, nursing, prescription diet food and care provided by a veterinary practice and/or if instructed by a vet.

Vet/Veterinary

A qualified and registered veterinary surgeon.

Vet/Veterinary fees

Fees incurred by a qualified and registered veterinary surgeon at a veterinary practice or at any other authorised organisation.

Vet Fee Contribution

The amount you must pay towards each claim once any excess has been deducted. Your contribution is calculated as a percentage of the claim depending upon the age of your pet at the start of the current period of insurance.

Working Dog

A dog used or trained for commercial use such as guarding, security, farming, hunting, racing, volunteering etc.

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.

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.

How quickly are claims processed?

It can take up to 10 working days to process claims at busy periods.

I need a new claim form. How do I get one?

Click here to download a claim form.

How do I make a claim?

  1. Fully complete the claim form, signed and dated by the policyholder and treating vet.
  2. With your claims for also enclose:
    • Treatment invoices confirming amount claimed
    • A copy of your pet's full updated medical history
    • A copy of your pet's vaccination records
    • All documents submitted MUST BE STAMPED by your veterinary practice
  3. Return to us: Pet Protect Limited, Furness House, 53 Brighton Road, Redhill RH1 6RD

How do I claim for ongoing medical treatment?

You can submit a Repeat Medication claim for ongoing recurring treatment and conditions.

How do I make a Repeat Medication claim?

  1. Download a repeat medication claim form
    Simply complete the claim form as detail below and return to us.
  2. Complete the claim form
    For repeat medical claims, the form does not need it completed by your vet.
  3. Enclose and send to Pet Protect
    • Repeat medication claim form
    • Prescription invoice from supplier
    • Prescription invoice from vet
    • All documents submitted MUST BE STAMPED by your veterinary practice
    NOTE: If you are claiming for a consultation cost along with the medication claim, please complete a standard claim form which will need to be signed and stamped by a veterinary practice.
  4. Return all documents to:
    Pet Protect Limited, Furness House, 53 Brighton Road, Redhill RH1 6RD Any queries call 0345 60247970 - 8am-6pm Mon-Fri

Can my vet refuse to give me a prescription?

No, your vet is legally obliged to give you a prescription for medication that they would ordinarily supply themselves.

Will my vet charge me for writing a prescription?

Vets can charge a reasonable amount to write a prescription and a reasonable cost would be anything up to £12. This is not normally covered under your policy but reasonable charges will be considered when purchasing prescription medicines from VioVet.co.uk. Please include the receipt with your claim.

My pet needs a consultation before a repeat prescription can be obtained, can I still claim for this?

Some vets may require a consultation with your pet before a repeat prescription can be obtained. This consultation cost can be claimed back, however, you must use a Pet Protect standard claim form when claiming for this cost. The long term repeat prescription claim form can only be used for medication and prescription costs.

What is a repeat prescription?

If your pet has a long term condition your vet can give you a prescription that can be repeated up to five times or six months' supply. You should place your order for the full amount on the prescription including repeats. NB. Some medication prescriptions e.g. Controlled drugs, are restricted to one month's supply.

I need my pet's medication urgently; can I fax or scan and email the prescription?

Yes, VioVet.co.uk can accept faxed or scanned prescriptions, however, you must send the original to them via post.

What is a vet fees excess? How is it charged?

The amount you must pay. In respect of injury or illness an excess is payable for each unrelated condition treated during each period of insurance. If the treatment dates of an injury, disease or illness fall into more than one period of insurance, you will be required to pay the excess for each period of insurance.

What is a vet fee contribution?

The amount you must pay towards each claim once any excess has been deducted. This amount is calculated as a percentage of the claim depending upon the age of your pet at the start of the current period of insurance.

Can you accept electronic claims?

Yes. If your vet is able to send VetXML claims via the veterinary practice computer.

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.

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.

Why has my policy premium increased? Why haven’t I been offered a price reduction?

The way we price our products is reviewed on a regular basis, and there can be a number of reasons that could contribute to an increase in policy premium, including but not limited to, vet inflation, your pet’s age, breed and gender. These factors can have a different impact on the premium we can quote and therefore we ensure that the policy you hold is reflective of the risk associated with your pet. We conduct regular research, which allows us to make sure that we quote the lowest possible amount each year that is both sufficient and feasible to allow the insurer to provide comprehensive and sustainable cover for your pet throughout the year.

Why is my claim subject to outstanding premium deduction?

Your policy is provided to you as an annual contract, which can be renewed each year. Each year the insurer offers you annual cover for the cost of any treatment your pet requires within that year subject to you, the policyholder accepting the annual premium quoted to you. For your convenience your annual premium can be paid in monthly instalments or as a one off annual payment.

This policy has an early exit clause. Since the monthly policy premium cannot continue, the full remaining annual premium becomes payable at the time of premature termination. This clause is not applicable in case if your policy was not used i.e. if you did not submit any final successful claims.

Why was my claim limited to £750?

Your policy can be is subject to a number of different internal limits. A £750 limit is applicable to all claims for the cost of MRI scans and/or claims for the treatment of cruciate ligament damage. The policy internal limits are applicable to all claims for cruciate damage and MRI scans, regardless of the cause for the damage of illness. Information about the policy limits is provided in your policy terms and conditions and your policy summary annually, at the time of your policy renewing. Please see your policy terms and conditions and policy summary for details.

Why is my policy subject to internal limits?

Your policy is designed to offer realistic cover up to a certain annual amount in vet bills - see your policy schedule for confirmation of the overall amount covered within your policy. We believe that internal limits are a way of helping our policyholders whilst trying to keep your policy premiums and the cover you selected fair and reasonable.

With constant market changes, advances in medical research and the continual increases of cost for general medical care vets can offer, the cost of your pet’s health care can prove very expensive. Unfortunately this means that in the event your pet suffers from a significant extensive health concern, injury or a condition requiring constant, lifelong care, the annual amount you selected can prove insufficient to cover all costs covered by the policy, throughout the entire year.

As a pet insurer it’s our job to make sure that the policy you chose to purchase provides sufficient levels of cover throughout the year. This means that some of the costs for the treatment covered by your policy must be subject to a limit. This allows us to make a significant contribution towards the cost of treatment but prevents a claim for a single condition using all of your annual cover

If I am unhappy what should I do?

Please refer to our complaints procedure page. In the first instance, we will review your complaint and hope to resolve the matter. We will investigate the circumstances regarding your complaint and write to you within two weeks with our response.

What should I do if I don’t like your decision regarding my complaint?

If you are not satisfied with our response, or you have not heard from us within two weeks, you are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of your complaint and provide you with a written final response.

When can I escalate my complaint for the attention of the FOS?

If Pet Protect and Lloyd’s of London are unable to resolve your complaint within eight weeks you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). FOS offers a free and independent service and their role is to settle disputes between consumers and businesses providing financial services.

In the unfortunate event of you having to raise a complaint, Pet Protect and Lloyd’s of London will provide you with the FOS contact details. Further information can also be found on the FOS website: www.financial-ombudsman.org.uk.

What if I want someone else to deal with my complaint on my behalf?

If you ask someone else to act on your behalf you should provide us with written authority to allow us to deal with them.*

*If you employ a professional to represent you, you will need to meet their costs yourself.

Can I pay monthly?

Yes, you can pay monthly via direct debit.

Can I pay yearly?

Yes, you can pay the entire annual premium by credit/debit card.

Which credit cards do you accept?

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

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. If you have not opted for automatic renewal, you will need to contact us to renew your policy on 0345 602 479.

How do I cancel auto renewal of my policy?

Your policy will automatically renew, however, if you wish to manually renew your policy please contact us and we will update this on your policy for you.

Why has my premium changed?

The way in which we price our products is reviewed on a regular basis. There can be a number of reasons why your policy premium changed, including but not limited to, vet inflation, your pet’s age, breed and gender. These factors can have a different impact on the premium we can quote and therefore we ensure that the policy you hold is reflective of the risk associated with your pet.

We conduct regular research, which allows us to make sure that we quote the lowest possible amount each year that is both sufficient and feasible to allow the insurer to provide comprehensive and sustainable cover for your pet throughout the year.

To discuss any aspects of your policy including premium please call our team on 0345 603 1294.

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