Award Winning Insurance Company

FAQs

What type of cover do you provide?
We offer three types of pet insurance – Accident Only, Maximum Benefit and Lifetime Cover.
1. Accident Only Cover

Your pet will be covered up to the maximum vet fee limit for up to 12 months for each covered accident subject to the renewal of the policy and premiums being paid on time. Once either the 12 month time limit or maximum vet fee limit is passed, the injury will no longer be covered.

There is no cover for illness under this type of cover unless it develops as the result of an accident.

2. Maximum Benefit Cover

Your pet will be covered up to the maximum vet fee limit for each covered illness and injury subject to the renewal of the policy and premiums being paid on time. Cover will continue until the vet fee limit is reached, once the limit has been reached for a condition, that condition will no longer be covered.

3. Lifetime Cover

With lifetime reinstatement cover, your pet will be covered up to the vet fee limit for all covered illnesses and injuries per policy year. Subject to the insurer offering renewal and premiums being paid on time, cover will reinstate at renewal and all eligible conditions will continued to be covered up to the vet fee limit. There is no limit to how long you can claim for each illness or injury as long as your premiums are paid up to date and the insurer continues to invite renewal.

Is there anything you don’t cover?
Significant Exclusions and Limitations
  • There is no cover for pre-existing conditions with this policy. This includes any illnesses which developed before or within the first 14 days of the policy start date. Injuries which occurred before or within the first 48 hours of the policy start date will not be covered.
  • You are responsible for paying the policy excesses as detailed in your policy schedule. This will include either a fixed excess or a fixed excess and percentage excess. The fixed excess is payable per condition, per year and if applicable, the percentage excess is payable on all claimed amounts once the fixed excess has been deducted.
  • You must report your claim to us within 60 days of the condition beginning.
  • Any costs relating to routine, preventative and elective treatments, including routine examinations, vaccinations, spaying, grooming and costs relating to breeding, pregnancy or giving birth.
  • Dental treatment except as a result of an accident.
  • Death from injury cover will stop when your pet reaches 8 years and above for dogs and 10 years and above for cats.

Further information regarding these and other exclusions and limitations relating to the policy can be found in the policy wording document.

How do you calculate my premium?
Your pet is one of a kind! When we calculate your quote we use a number of differenet factors; for example, your pet’s age, sex and breed as well as your postcode to provide a quote that is unique to your pet. This allows us to keep our prices as competitive as possible. At each renewal, we will recalculate the cost of cover and write to you with a quote.
Can I pay for my policy monthly?
Yes, paying monthly allows you to break your premium down into affordable monthly amounts, plus there is no extra charge for this as we offer this service interest free! When your policy is due for renewal we will automatically renew your policy, allowing cover to continue unless you advise us otherwise.
What do I need to do to submit a claim?
Simply call our claims administrator, Sterling Pet Solutions on 0330 134 8115 who will assist you with your claim. They will take your policy details and send you a claim form for completion. If your vet agrees, we can pay them your vet fees directly!
How does my policy excess work?
Veterinary
Veterinary claims will be subject to a fixed excess as detailed in your schedule of cover plus a 10% percentage excess of the remaining amount claimed if your animal is aged 5yrs or above. This is payable per condition.

Calculation
Calculation - Contribution payments are calculated after the fixed excess has been deducted. Example - if the treatment cost is £500 and your excess is £80 you would pay £42 of the £420 in addition to the standard excess. So in this case you would pay £122 of the £500 treatment cost and receive £378 from your insurer.
How do I cancel my policy?
Providing you have not made any claims, you have 14 days from the receipt of your policy documentation to cancel if you decide not to continue with the policy cover and you will be refunded your full premium minus the administration fee, which is non-refundable. Please contact our Customer Services Team on 0344 273 2777 and one of our agents will be delighted to assist.

If it has been more than 14 days since you have received your policy documents, you can still cancel and receive a partial refund subject to the terms and conditions of your policy. Please contact our Customer Services Team on 0344 273 2777 and one of our agents will be delighted to assist.

Please note that if you have made a claim on your policy which has been paid, you will not be eligible for a refund of premiums unless your pet has passed away.
Can I insure a pet of any age?
To start a new policy, your pet must be older than eight weeks and younger than eight years of age for dogs and younger than ten years of age for cats. Once you have a policy, if you continue to renew the policy subject to the Terms and Conditions of the cover, there is no upper age limit and we will continue to offer cover for your pet.