Frequently Asked Questions


Q. What type of cover does Pets at Home pet insurance provide?

A. We offer two types of pet insurance; Classic cover and Premier cover.

Classic cover - Preparing for the unexpected

  • Your pet will be covered to the vet fee limit for up to 12 months, from the first clinical signs of an injury or illness, providing your policy is renewed, paid up to date and the insurer invites renewal.
  • If your pet still needs treatment for the same condition after the 12 months have passed, that condition will no longer be covered.

Premier cover - Lifetime cover

  • Your pet will be covered up to that limit for each year they need the treatment.
  • As long as you keep our policy renewed, your premiums paid up to date and the insurer invites renewal, there is no limit on how long you can claim for each illness or injury.
  • Ideal cover if you are worried about your pet developing a long term illness which may require ongoing treatment.

Q. Is there anything you don’t cover?

A. Your pet won’t be covered for any conditions or injuries which were showing symptoms before the policy began, or which started within the first 14 days of cover. We also can’t pay for routine examinations, vaccinations or preventative treatments. This is not a full list, for details of any other conditions please click here to see our cat & dog policy wording, and click here to see our rabbit policy wording.


Q. How do you work out my quote?

A. Our cat and dog policies are kept as competitive as possible by treating each pet as an individual. So, we look at breed, sex and age as well as where you live.


Q. Will the cost of my insurance increase each year?

A. When it’s time to renew your policy we will recalculate the cost of your cover and send you a quotation. As your pet gets older it will cost more to insure so you will see a rise in your premium each year.


Q. Do I have to pay anything when I claim?

A. You will have to pay an excess plus 10% of the remaining treatment cost. If you take your pet to a Companion Care surgery, the standard excess will be reduced by £10.


Q. How do I claim?

A. You can either call our claims team on 0800 298 7140 or you can download a claims form from the website. Full instructions about how to claim will be sent with your policy booklet and schedule of insurance.


Q. What if I want to cancel?

A. Providing there has not been a claim, other than for the death or loss of your pet, and the schedule of insurance has been returned to us, a full refund will be made if you decide to cancel the policy within the first 14 days of the purchase date or receipt of the policy documents, whichever comes later.

Your free Pets at Home gift voucher will become invalid if you cancel within the 14 day period.

If you cancel after the first 14 days a pro rata charge and a £10 cancellation fee will be made. If you cancel and a claim has been reported in the current period of insurance (except for a death/loss) there will be no refund of premium and a charge of £10 will be made. If you make a claim (except for death/loss) and you are paying by installments the full outstanding premium and the additional £10 cancellation fee will become due. We reserve the right to deduct all outstanding premiums and the £10 charge from any claim payment.


Q. Can I change my cover?

A. Yes you can change the cover you have when your policy is due for renewal. If you choose to do so however, any previous claims will no longer be covered. Please contact us at the time and we will make the necessary changes to your policy’.


Q. Can I pay by Direct Debit?

A. Of course! It’s the easiest way to pay and it allows you to break your premium down into affordable monthly payments whilst you can relax in the knowledge that your cover will continue unless you tell us otherwise. You just need a valid bank account that allows you set up Direct Debits.


Q. When does my vet fee cover start?

You are covered for the cost of treating an illness or injury that first shows clinical signs or happens 14 days after the start date of your pet’s insurance.


Q. My house is like a zoo! Any special deals?

A. Yes! We insure dogs, cats and rabbits and for every additional pet you insure we’ll give you a discount of up to 10%

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.