Pet Insurance FAQs

No, unless the problems are unrelated. For example, if your dog cut their leg before your policy start date and this healed, and then your dog was unfortunate enough to cut their leg again, this would be classed as a new injury and would be covered under the terms of the policy (subject to the limits, excesses and exclusions that apply).

However, if the original cut did not heal properly and your pet needed further treatment, this would not be covered as it would be considered a pre-existing condition.

Symptoms exhibited before the policy start date that are diagnosed later are not covered either.

You can call us on 0345 078 3895. Pre-existing illnesses and injuries that your pet(s) may have at the time of taking out the insurance are not covered.

Your policy will also not cover the costs of treating an illness that first showed clinical signs within the first 14 days of your policy start date.

If you have an accident or injury policy, your policy will not cover any accident or injury that happened in the first 5 days of your policy start date. Illness is not covered unless caused by an accident or injury.

These can include but are not limited to:

There is currently no upper age limit on new policies. Death from illness is not covered for pets aged 9 or older.

Pre-existing illnesses and injuries that your pet(s) may have at the time of taking out the insurance are not covered. Your policy will also not cover the costs of treating an illness that first showed clinical signs within the first 14 days of your policy start date.

If you have an accident or injury policy, your policy will not cover any accident or injury that happened in the first 5 days of your policy start date. Illness is not covered unless caused by an accident or injury.

Yes, but your policy does not cover any pre-existing illness or injury that your pet(s) may have at the time of taking out the insurance, or the costs of treating an illness that shows clinical signs within the first 14 days of taking out the policy.

Please call 0345 078 3878* to get a quote.

*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

If you wish to change your bank account details or preferred payment date, please call us on 0345 078 3895*.

*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

If your pet needs treatment, we can pay either you or the treating vet, you just need to make sure your vet accepts direct payments. All you need to do is tick a box on the claim form.

You will find step-by-step instructions on how to make a claim on our website.

Claims for ongoing conditions can be made online. For new claims, the claim form can be downloaded and emailed back to us at tesco.petclaims@uk.rsagroup.com.

Or you can call on 0345 078 3860* and give the details by phone or get a paper for posted to you.

*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

An excess is the amount you have to pay if you make a claim on your insurance. The excesses you pay will be detailed on your policy documents.

When you get a quote you can choose to increase the excess, which will help to reduce your monthly payments. You are responsible for paying the excess as detailed within your policy document. You also have to pay the first £250 of a claim for damage to property under the Third Party Liability section in respect of dogs only.

Repeat medication claims and claims for ongoing conditions can be made online, and this is the fastest way to get a claim paid. For new claims, ensuring that all the requested information is included will help speed up settlement of your claim, as will selecting payment by bank transfer.

No, claims can be made on an ongoing basis, whenever you receive a vet bill. All claims need to be made within 12 months of the treatment date.

You can contact us by phone and live chat to cancel your policy.

You can cancel the policy within 14 days of the cover starting. This is called the 'cooling off period'. If you cancel in the cooling off period, you will receive a full refund for any payments you've already made, provided you haven't made a claim.

After the cooling off period, you can still cancel your policy at any time, you'll only pay for the period you were covered and there are no cancellation fees.

It can take up to 90 days from your policy start date for points to be added to your Clubcard account. If the 90 days has passed and you still haven’t received your points, please 0345 078 3895*. Lines are open Monday to Friday 8am - 6pm and Saturday 9am - 1pm.

*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

If your pet is referred to a specialist, and it is not for emergency treatment, please choose a vet from the RSA Group Preferred Referral Network. If for any reason you wish to choose a referral vet from outside this network, please call 0330 100 6460*, otherwise you will need to pay £200 of the referral vet bill yourself. This amount is in addition to your policy excess.

If your pet needs emergency treatment for a situation that, if not resolved immediately, will lead to a loss of life or cause a serious threat to the present or ongoing health of your pet, you will not have to pay the additional £200 excess regardless of which referral vet you visit.

*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

You can pay monthly or annually, by Direct Debit for no additional charge. Or you can pay annually by credit or debit card.

If you are having problems adding a valid promotional code, please call 0345 078 3895*.

*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.