Frequently Asked Questions


Get to know more about our products. Here is a short list of our most common questions.

Yes! As long as they are fully qualified and registered with all the relevant authorities.


No, unfortunately not. The diagnosis or treatment of any pre-existing condition is not covered and applies to any condition diagnosed or discovered during any applicable waiting period.

No, ringworm is an illness. An example of an accidental injury is a broken leg resulting from your animal trying to jump over a wall or being hit by a car.

You can have as many insurance policies as you like, but the combined amount you receive from the various insurers (as a claim payout) can’t exceed the actual value of your loss. If you hold a policy with another insurer, you must inform us when you claim and we will pay our portion as indicated in your policy wording.

We cover prescribed medication up to a set limit on our plans. This includes chronic medication. Remember though, that we don’t cover medication for pre-existing conditions.

We can only expect that you let us know anything that you would reasonably be expected to know. We would also suggest you get your new fur-baby a check-up ASAP so that you know if you can expect any health problems in the future.

Yes, if you insure two or more pets under the same policy, we will apply a 5% discount off the total premium.

Yes, you will be covered! We view this as an accident and all our plans cover accidents.


This is one that you need to be careful with. We cover allergies, but only when they are a result of an external factor (from outside the body). An example of something that would be covered- Mr Whiskers got a rash from a plant that he brushed up against in the garden. An example of something that would not be covered- Mr Whiskers was born with asthma and has just had an asthma attack.


Yes we do, but only on our optional Wellness plan that you can add to the Classic or Deluxe plan.

Yes, we cover hereditary conditions under our Classic and Deluxe plans, up to the annual limits as stated in your Certificate of Insurance. As long as the condition was not present prior to commencing cover, or during the any applicable waiting period, it is covered. Hereditary conditions are not covered under our Emergency plan and Basic plan.

Yes, if after reading your policy, you are not satisfied with the cover, you may cancel your policy within 14 days. For more details, please read the Product Disclosure Statement.

Under each of our plans, an overall policy annual limit applies, as well as specific annual sub-limits per type of medical expense, as listed below:

  • Prescribed medication
  • Radiology
  • Pathology
  • Operating theatre costs (surgery)
  • Hospitalisation
  • Non-elective euthanasia
  • Other costs (Vet visits and medically required non-elective procedures)

These annual limits are shown on your Certificate of Insurance.

  1. Log into the Manage Portal, click on “Claim” and then under the “Documents” tab, download a claim form.
  2. Complete the claim form and ask your vet to complete section 3.
  3. Submit your claim via the Manage Portal, by uploading your completed claim form and your vet’s invoice.
  4. Once your claim is submitted, it will display your claim number.
  5. You will be kept up to date on the progress of your claim via email.

In most cases, we will provide a decision and process your claim within 2 working days of receiving all required documentation.

The co-payment percentage that is shown on your Certificate of Insurance will be deducted from each claim you make. For Basic and Basic Bunny plans there is a 50% co-payment that applies to any illness claim.

Please call our Specialist Pet Insurance team on 0800 738 467.

You will receive an email, advising that we were unable to deduct your premium and that two more attempts will be made within 48 hours, to collect your premium. If you need to change your credit or debit card details, please call our Specialist Pet Insurance team on 0800 738 467.

  1. Log into the Manage Portal
  2. Click on the “trash can” symbol on right side of your policy number
  3. Select a cancellation reason and then click on “Accept”

The following changes can be made to your policy via the Manage Portal.

  • Changing to a different plan
  • Add a new pet
  • Update your contact information (Address, phone and email)

In the first instance, please email your complaint to: [email protected] or call 0800 738 467. For more details of our Complaints and Disputes process, please refer to the Product Disclosure Statement.

A Titer test is a measure of antibodies in the blood, providing a check of immunity to diseases. The results of the test then allow a vet to determine whether a vaccination is required.