Existing Customers

How to make a claim

If your pet is poorly or has been involved in an accident, you will want to take care of it as soon as possible. By following these simple steps you can be confident your pet will be in safe hands and your insurance policy may take care of the cost.

Step 1

First and foremost take your pet to the vet. We want them to be in safe hands as soon as possible. Don’t forget, if you take your pet to a Companion Care vet, you will benefit from a reduced excess.

Step 2

Download a claim form below, or call us free of charge on 0800 298 7140. Our lines are open Mon-Fri 8am-6pm, Sat 9am-2pm.
Please make sure you have your policy number with you when you call. One of our friendly claims advisors will ask you for some details and explain how to continue with your claim.


Dog, Cat and Rabbit insurance

Download an insurance claim form


Step 3

Fill in your relevant sections and sign it.

Step 4

Pass the claim form to your vet to complete their relevant sections and sign it. We also need them to attach any invoices and your pet’s full clinical history.

Step 5

Pay for your pet’s treatment (unless you have agreed with your vet that it is ok for us to pay them directly).

Step 6

You or your vet should then send the completed claim form together with copies of the vet’s bills and your pet’s full clinical history to us at:
Pets at Home Pet Insurance
1000 Lakeside North Harbour
Western Road

Step 7

Upon receipt of your form, we’ll assess your claim and send you/your vet a cheque (less any deductions for the excess or items not covered) as soon as it’s approved. In normal circumstances this is within 10 working days.

How to renew

Renewing your policy is easy!

Paying by Direct Debit

If you pay by Direct Debit there’s no need to do a thing! A couple of weeks before your policy is due for renewal, we will send you a renewal pack detailing your premium for the next 12 months providing we are still able to offer cover. If you are happy to continue with the cover offered, your payments will continue and your pet will be covered for another year.

Paying annually

If you choose to pay in one lump sum, you will receive a renewal pack detailing your new premium. Simply call us free of charge from a landline phone on 0800 0111 843 (calls from mobiles maybe charged) and our friendly advisors will take payment and answer any queries you may have.

How to make a change to your policy

  • Change of cover
    If you want to change to a different level of cover for your pet you can do this at any time. Please contact us by calling 0800 011 1910 and we will make the necessary changes, confirm your new terms and conditions, advise of any new exclusions and inform you of your new premium. Our colleagues will be able to answer any queries you may have.

  • Change of details
    If you need to let us know about a change to you or your pets details such as a new address or if your pet has been neutered, for example, simply give us a call on 0800 011 1910 and we will update your details and issue new documentation. And unlike some insurer’s, we won’t charge you an administration fee.

  • Pets at Home are introducer appointed representatives of BDML Connect limited which arrange and administer the policy. BDML Connect Limited is authorised and regulated by the Financial Conduct Authority (Financial Services Register Number 309140). Pet insurance will be underwritten by Zenith Insurance Plc., registered in Gibraltar No. 84085. Registered Office: 846-848, Eurport, Gibraltar, is authorised by Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority in respect of underwriting insurance business in the UK (Financial Services Register Number 211787). You can check this by visiting the Financial Services Register at http://www.fca.org.uk contact either the Financial Conduct Authority on 0800 111 6768 or the Prudential Regulation Authority on 020 7601 4444
    Click here for full Terms & Conditions