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Contact us

Our frequently asked questions and online chat service provides the purrfect answer to help with everyday pet insurance queries.

You can also view other ways to contact us here.

Answers at your fingertips

FAQs

Our frequently asked questions might
be able to help you straight away

Ask a question

Scratch, the feline chatbot, is a smart cookie. She’s here to help

WhatsApp chat

Chat with our friendly customer service team via WhatsApp

Opening times

Monday – Friday: 9am – 5pm
Saturday, Sunday & Public Holidays: closed

Opening times

Monday – Friday: 9am – 5pm
Saturday, Sunday & Public Holidays: closed

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How to raise a complaint with us

We aim to make sure all aspects of your plan with us are dealt with promptly and fairly. However, if we’ve not met your expectations, then you are able to complain. In the first instance, you can contact us by post, email or phone, using the details below.

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Complaint response times

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.
  • If your complaint is not resolved within 4 weeks, we will issue you with a letter to update you on its progress. In some cases, complaints can take longer than 4 weeks to resolve if we have to collect information from other organisations.
  • Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. This letter should clarify the final position in relation to your complaint and any actions agreed going forward. 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 can refer your complaint to The Financial Ombudsman Service.

Taking complaints further

If, after you have received our response, you are dissatisfied you may be able to refer it up to the Financial Ombudsman Service.

You can write to them at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Email

More information on the Financial Ombudsman Service can be found at

Phone:
(charged at a national rate) or
(free from landlines)

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