You can find answers to some frequently asked questions and if you can’t find your answer here, or if something isn’t clear please do get in touch with us.
Due to the recent change in the law, owning an XL Bully will be banned in England and Wales from the 1st of February 2024 unless you have a Certificate of Exemption. If you own an XL Bully dog, familiarising yourself with the Government guidelines is wise, as you must abide by the new laws and obtain a Certificate of Exemption. If you already have a dog insurance policy and are seeking a Certificate of Exemption for your dog, we will continue to provide cover under your policy for vet fees and the additional benefits under its terms and conditions up to your renewal date. At your next renewal, we will continue to cover vet fees, but your Third Party Liability cover will stop. This includes Northern Ireland and Scotland customers, even though the ban is not in force there at the present time. There are alternative providers of Third Party Liability cover, for example, through the Dogs Trust Companion Club . We no longer cover the XL Bully, XL Bully crossbreeds or dogs with XL Bully characteristics. You must establish whether your dog's characteristics meet the Government's XL Bully definition. If you take out a new policy and it's later discovered that your dog meets the XL Bully criteria, then we won’t be able to pay any claims and your policy will be cancelled from the start date.
Unfortunately, we are unable to cover all dog breeds with our pet insurance. Please see the below list of breeds that we do not cover: (a) Akita, American Bulldog, American Pitbull Terrier, American Staffordshire Terrier, Argentine Dogo, Dogo Argentino, Bandogs, Boar Hounds, Boerboel, XL Bully, Bully Kutta, Canary Dog, Cane Corso, Cirneco Dell Etna, Coton de Tulear, Czechoslovakian Wolfdog, Dingo, Dogue Brasileros, Dogue de Bordeaux, Fila Brasileiro, Grand Bleu de Gascoigne, Irish Staffordshire Bull Terrier, Japanese Tosa/Tosa/Tosa inu, Korean Jindo, Lapponian Herder, Leonberger, Mexican Hairless (Standard), Mexican Hairless Intermediate, Mexican Hairless (Miniature), Northern Inuit, Perro De Pressa Canario, Pitbull, Pitbull Terrier, Portuguese Podengo, Pressa Canario, Saarloos Wolfhound, Segugios Italiano, Shar Pei, Chinese Shar Pei, Shetland Sheepdog, Tosa Inu, Utonagan, Wolf Dog, Wolf Hybrid and Working Sheepdog (b) a dog crossed with these breeds, wolves or wolf hybrids (c) any animal registered under the Dangerous Dogs Act 1991 and the amendment 1997 and the Dangerous Dogs (Northern Ireland) Order 1991 or any subsequent amendments to these Acts (d) working dogs including dogs trained for commercial use, guarding, security, farming, hunting, racing and volunteering
Yes. If you need your claim pre-authorisation, then please ask you vet to submit this form to us - https://www.petprotect.co.uk/wp-content/uploads/2024/05/P3401W-Pre-authorisation-Web.pdf.
The activation email for the portal is valid for 30 days. If this has expired, you can request a new email from https://petportal.petprotect.co.uk/register#login
In order to add a 3rd party that is able to access your account, you will need to set up a password for that user to use when they contact us. Please call us to set this up.
If you've chosen not to register for the Portal, that's fine, you can still make a claim. But be prepared, this can take longer than submitting your claim online. Download the form from our policy document section, follow the instructions and pass it on to your vet for them to do their part. Once your vet sends it back to us, the team aim to get to work on new claims within 5 working days of receipt. While your vet has the form, we can’t do any chasing on your behalf. So if you haven’t heard anything from us, you might need to speak to them directly
Log in and head to the Claims section. There you can complete and submit your online claim form. Once you’ve submitted it, we’ll automatically email it to your vet and look to get your claim looked into and you can track its progress with the Claims Tracker. If you downloaded and completed your form by hand, your claim won't appear in the Claims Tracker until we've received and processed it. You do need to be registered for the Pet Portal to make the most of its features, including submitting online vet fee claims.
Please use this link to reset your password https://petportal.petprotect.co.uk by clicking forgotten password
To register for the Pet Protect Pet Portal, you'll need to have the following: The email address you took out your policy with We need this information to verify your policy and set up your Portal. Once you've set your password, we'll email you to verify your account. Follow the email's instructions, and then you can log in and discover the Portal's features. Please use this link to register for our portal https://petportal.petprotect.co.uk
The Pet Protect Pet Portal lets you manage and track your pet insurance policy online. The Portal is the home for all your policy documents, including your Certificate of Insurance, and where you can check your cover and make online vet fee claims. You can also use the Portal to connect and live chat with our 24/7 vet helpline PetConnect To access the Pet Protect Pet Portal, you'll need a Pet Protect Pet Insurance policy. You'll need to register for the Portal before you can log in for the first time. Click here to register for the Pet Protect Pet Portal
We cover dogs, cats and rabbits.
If you policy number doesn't start with PET: 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.
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.
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.
Yes, cats and dogs are covered for a certain period of time for foreign travel per year in conjunction with the government's PETS travel scheme. Cover varies between policies so please check your policy documents.
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.
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.
Pre-existing conditions are not covered under any Pet Protect policy. This is any condition or symptom or anything related to it that you were aware of or has been noted by a vet before cover started.
Our Condition Care/maximum benefit 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..
Yes as long as claims are submitted within the time frame stated in your Terms & Conditions and you renew your policy each year.
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, £8,000 & £10,000 ) for as long as you require, provided your policy is continually renewed. Please see the Policy Summary and Policy Document for full details.
This is defined as when your pet is being used for or being trained for commercial use,guarding, security, farming, hunting, racing or volunteering, etc. This exclusion does not apply to assistance dogs registered under an approved scheme.
Yes you can, but be aware that we don't cover illnesses that relate to your pet not having received the recommended vaccinations.
Pet Insurance is not a legal requirement in the same way that, say, a car insurance policy is. It can offer you that all-important peace of mind, though. Data from the Association of British Insurers (ABI) tells us that, in 2022, there were an average of 3,600 new claims made every day to treat cats and dogs. And while we all hope you and your pet are never included among that number, the cost of veterinary treatment means that your premium can feel like a small price to pay to know that your pet is protected.
Your insurance policy commences on the date you chose the policy to start, as stated on your policy schedule. Please check your policy document for your exclusion period.
This will be found on your latest policy documents.
As of 10th June 2024, it will be a legal requirement to have your cat microchipped. Not doing so could result in a fine of up to £500. Microchipping is a simple process done by your vet and usually costs between £10 and £30, but this is not covered by our insurance for cats.
We understand things are tough at the moment, with many people facing money worries. If you have any such concerns, please get in touch with us as we may be able to help. If you need to speak to us, please use any of our contact us options on our website: www.petprotect.co.uk/contact-us For further help with the cost of living https://www.citizensadvice.org.uk/debt-and-money/get-help-with-the-cost-of-living/ www.moneyadviceservice.org.uk www.nationaldebtline.org"
Our Microchip database was migrated over to a company called Identibase Ltd in February 2017. You can visit www.identibase.co.uk or contact them on the details below: Phone: 01904 487600 Email: petprotect@anibase.com Address: Identibase, PO BOX 33, YORK, YO19 5YW
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.
No, we don't charge to amend your information. Please contact us to notify us of any changes, we'll be happy to help..
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.
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.
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.
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.
No you can't downgrade or upgrade your vet fee cover level.
You can find a comprehensive list of the features and benefits of all of our products, by reviewing our comparison page. On the menu bar, hover over 'Pet Insurance' and select 'Compare Pet Insurance.' When you get a quote, we will show you the differences between the cover levels.
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.
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.
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.
Some vets may require a consultation with your pet before a repeat prescription can be obtained. This consultation cost can be claimed back. Please visit our make a claims section on website
Yes we do cover a reasonable cost charged by your veterinary practice. .
No, your vet is legally obliged to give you a prescription for medication that they would ordinarily supply themselves.
Please use this link https://www.petprotect.co.uk/existing-customers/make-a-claim/ to our make a claims page where you can find the correct claim form for you. If your policy number starts with PET you can sign into the portal and submit a claim. If your policy number doesn't start with PET you can submit a claim on our website.
Please use this link https://www.petprotect.co.uk/existing-customers/make-a-claim/ to our make a claims page where you can find the correct claim form for you. If your policy number starts with PET you can sign into the portal and submit a claim. If your policy number doesn't start with PET you can submit a claim on our website or download a form.
We aim to process claims as quickly as possible, once we have received all of the information. At present we are processing claims within 6 working days
Claims must be submitted within a certain time from of the treatment start date unless otherwise stated. You can find this within your policy documents
Please refer to our complaints procedure page where you can contact us to help resolve your concerns.
Monthly Payments - If you cancel outside the first 14 days we will cancel your policy and not collect the future monthly payments. If your pet has died, been stolen or has gone missing, and you claim for this, we will not take any further monthly payments for the current period of insurance. However, if you have been paid a claim during this policy year then we will deduct any outstanding monthly payments for the current period of insurance from your final settlement claim. Annual payments - If you cancel outside the first 14 days we will cancel your policy and refund premiums for the remaining length of the policy so long as you have made no claims under this policy during this policy year. If your pet has died, been stolen or has gone missing, and you claim for this, we will refund premiums for the remaining length of the current period of insurance. However, if you have been paid a claim during this policy year then we will not refund any of the premium already paid unless the claim value is less than the pro-rata premium for the remainder of the policy year. In this case, the difference between the pro-rata premium and the claim value will be refunded
Your premiums are only fixed until renewal and you should expect them to go up every year. There is no limit to premium increases so these could be significant to you each year over the lifetime of the policy. If a claim is paid on your policy your premium could double at renewal..
When you set up your policy with us, If you selected a payment date within the first 14 days, we won't be able to make this first collection. This means we'll take two payments on your chosen date the following month. If you prefer not to pay 2 premiums at once, choosing an alternative collection date may avoid this
Yes, you can pay monthly via direct debit.
Yes, we have a few terms and conditions of the service provided. Please see terms and conditions below: 1. Pet Protect Pet Insurance customers have unlimited access to PetConnect by phone, chat and vet video consultations and bereavement support at no additional cost. 2. The PetConnect service can only be accessed and used by Pet Protect Pet Insurance customers who have an active cat or dog policy with Pet Protect Pet Insurance. 3. PetConnect is accessible by the dedicated telephone number, chat, or video links. Customers can find details of how to use the PetConnect vet service through our website www.petprotect.co.uk/petconnect 4. PetConnect is not to be used in life-threatening or emergency situations. Please contact your vet in the event of an emergency involving your pet. 5. The PetConnect service is unable to discuss details regarding your pet insurance policy, please contact Pet Protect through the website www.petprotect.co.uk 6. The Pet Protect PetConnect service will store information to create a profile of you and your pet and includes: a) Pet details: species, age, breed, gender and neuter b) If the pet is currently on any medication and currently seeing a vet for the concern c) Pet owner details: Pet protect policy number of pet insurance policy, name, email, pet name and telephone number 7. The information stored by the PetConnect service will be shared with Pet Protect including vet notes if there is a subsequent claim 8. Pet Protect reserves the right to change the terms and conditions of this offer or remove it at any time.
The help given to you will be specific to your pet. A vet or vet nurse will listen to your query and offer suitable advice and guidance on next steps. If required, a video call can be set up to get a better understanding of your pet's health. Pet Connect cannot diagnose conditions or symptoms over the phone, but they can tell you if your pet should see a vet.
You can talk to our vet support service about the following topics: 1. General pet health information 2. Behavioural information 3. Food and nutrition 4. Bereavement support. Pet connect will not give you advice on your product or claim
You can contact the PetConnect vet support service by: To speak to the team, please call 0333 332 0339 or you can chat online using https://vet-fone.co.uk/petconnect/chatIf the vet or vet nurse feels that they need to see your pet, they’ll send you video link. PetConnect is ONLY available to Pet Protect pet insurance policyholders and the team will ask you for your policy number, so make sure you have it to hand before you call.
Anyone who has an active Pet Protect Pet Insurance policy can use the vet support service.
They wont be able to help you about anything related to your pet insurance policy, including: • Buying or cancelling a policy • Checking or updating policy details • Making a claim or checking an existing claim • Making a payment If you need to speak to our Customer Services team about your policy, please use the 'Contact Us' page of our website If you need to speak to our Customer Services team about your policy, please use the 'Contact Us' page of our website
Each year, at least three weeks before the current policy year is due to end, we will send a renewal notice to you setting out the new policy Terms and Conditions and premium for the next policy year.
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