Frequently Asked Questions

To save you time in contacting us, we’ve tried to answer as many of your questions as possible. You can either enter your question in the search bar below, or browse through all our FAQs by clicking on the relevant category.

If you want to make changes to, or cancel, your policy at renewal you will need to contact our customer service team by calling 0330 102 6839.

Please note that you cannot make these changes via your customer account. We will let you know if this affects your renewal premium or claim conditions for your new cover level.

If you change your cover to one that gives a higher level of cover, the higher level will apply to any injury and illness which first showed clinical signs after the transfer date. The higher limit will not apply to any pre-existing condition. If you don’t currently have a 20% voluntary excess on your existing policy, you can also choose to have this included on your new policy.

If you choose not to renew your policy with us and you have a lifetime policy, then due to their ‘long-term’ nature, you may find it difficult to find alternative cover for any conditions you have already claimed for as they will be pre-existing and you might not be able to claim for them again.

Your policy is set to automatically renew each year. We will send you a renewal invitation at least 14 days before your policy renewal date so that you can make an informed decision about your policy and contact us should you not wish to renew. If you want your policy to renew, no action will be needed.

Your policy is set to always auto-renew. If you would like to change your renewal status to never auto-renew, please call our customer service team on 01330 102 6839.

Your policy is set to automatically renew each year. We will send you a renewal invitation at least 14 days before your policy renewal date so that you can make an informed decision about your policy and contact us should you not wish to renew. If you want your policy to renew, no action will be needed.

We can choose not to offer renewal of your policy.

If during the period of your policy you have previously contacted our customer service team to request for your policy to not automatically renew and you now wish to take up a new policy with us, please contact our customer service team by calling 0330 102 6839. Please be aware that the chances of your pet getting ill increases as they age and this means your insurance premium will also increase. This increase could be significant if you have made a claim.

Claiming will not affect your premium for your current policy term, however we will review your cover each year before offering to renew your policy. This means that we may change the terms and conditions of your cover, your premium, or not offer to renew your policy based on:

  • The information you have provided to us.
  • Your pet’s age and medical history.
  • Any claims made and future expected treatment and claims costs.

Please be aware that the chances of your pet getting ill increases as they age and this means your insurance premium will also increase. This increase could be significant if you have made a claim.

Your policy is set to automatically renew each year. We will send you a renewal invitation at least 14 days before your policy renewal date so that you can make an informed decision about your policy and contact us should you not wish to renew. If you want your policy to renew, no action will be needed.

We are unable to confirm if your premium will be the same each year due to changes that may have happened during the policy period. We will review your cover each year before offering to renew your policy. This means that we may change the terms and conditions of your cover, your premium, or not offer to renew your policy based on:

  • The information you have provided to us.
  • Your pet’s age and medical history.
  • Any claims made and future expected treatment and claims costs.

Please be aware that the chances of your pet getting ill increases as they age and this means your insurance premium will also increase. This increase could be significant if you have made a claim.

Didn't find the answer to your question?

If you couldn’t find the answer you were looking for in the FAQs above then you can review our Policy Documents, Terms of Business and Privacy Policy, OR contact our team for help.

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