Help for existing Tesco Pet Insurance customers
Pet Insurance claim
Whatever you need to know or do, we have UK-based customer service teams who are here to answer your questions and help guide you through the process.
Pet Insurance claim
Vetfone™
The vetfone™ advice line, provided by Vetsdirect Ltd, is available 24/7 for unlimited free telephone calls or video calls with a UK based qualified veterinary nurse, who can advise on your pet’s health, diet and behaviour on 0800 197 4949.
Need to update your policy?
Things change, and that’s why we’ve made it as simple as possible for you to amend details on your policy. Give us a call, and our UK-based customer service teams will help guide you through the process.
Talk to us through Live Chat
Ask a general question about your quote or policy, make changes and payments or chat to us about your renewal. We're open Monday to Friday 8am-6pm and Saturday 9am-1pm
Important information
Once you've purchased Tesco Pet Insurance cover, we'll keep you informed by sending you a welcome pack, including your policy documents.
Documents for new policies starting on or after 20 February 2023
Documents for new policies taken out between 20 March 2022 and 19 February 2023, or existing policies that renewed between 17 April 2022 and 19 February 2023
Documents for new policies starting between the 27 September 2020 and 19 March 2022, or existing policies renewing between 27 October 2020 and 16 April 2022
Tesco Pet Insurance is arranged, administered and underwritten by Royal & Sun Alliance Insurance Ltd.
Documents for new policies starting on or after 25 June 2023 or existing policies renewing on or after 25 June 2023
How we collect and use your personal data
Tesco Personal Finance plc takes the security of your data seriously. Detailed information on how we handle your data and your rights under data protection is available in our Privacy Notice.
We collect data when you browse our website (e.g. your IP address), request a quotation, partially complete a quotation, do not purchase or provide data indirectly via price comparison sites. We keep quote data for up to 7 years and we may use this information if you apply for a product again in the future.
We will use your data to give you quotes, provide our services to you, perform eligibility checks, work out insurance risk, manage debt, protect you and us against fraud and financial crime and manage and develop our business. Automated decisions may be taken to detect crime.
We use data such as your name and address, to find any Clubcard(s) that are linked to your address. That might be your Clubcard, the Clubcard of other family member(s), or the Clubcard of house or flat mates. We may use this information to tailor our communications and to try to bring you better terms, deals or offers, and this may include profiling on an on-going basis. We may also award Clubcard points.
Data may be obtained from and shared with the wider Tesco Group and fraud prevention agencies (FPAs). The FPAs will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected this may be shared with other organisations and you could be refused certain services, finance or employment.
By proceeding with your application you acknowledge we can use your data in this way.
Pet Insurance frequently asked questions
No, unless the problems are totally 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. Symptoms exhibited before the policy start date that are subsequently diagnosed are not covered either.
Tesco Pet Insurance claims consultants are fully trained and have an excellent knowledge of the cover you have arranged. Wherever possible, they'll confirm during your first call whether your claim is covered. For claims involving illness or disease they’ll probably need more detailed information from your vet before assessing your claim.
It may help you to read through your policy documents before ringing us to report your claim.
If you have any queries, please visit our claims page on our website or call us on 0345 078 3860*.
Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
Payments can be made directly to your vet, as long as the vet agrees. If you'd like to do this you just need to tick the box on the claim form. You'll need to pay the relevant excesses to your vet.
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.
These can include but are not limited to:
- The breed of your pet because some breeds are more susceptible to certain medical conditions than others. For example, breeds which tend to be large are generally more prone to bone and joint problems.The breed of your pet because some breeds are more susceptible to certain medical conditions than others. For example, breeds which tend to be large are generally more prone to bone and joint problems.
- The age of your pet because, just like people, older animals are more likely to suffer from medical problems such as heart and kidney diseases and arthritis.The age of your pet because, just like people, older animals are more likely to suffer from medical problems such as heart and kidney diseases and arthritis.
- The area you live in, this can influence the cost of vet fees - one of the main reasons people claim on their pet insurance.The area you live in, this can influence the cost of vet fees - one of the main reasons people claim on their pet insurance.
- Whether you have made any previous claims on your Tesco Pet Insurance.Whether you have made any previous claims on your Tesco Pet Insurance.
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 contact us.
If your bank details change, please call 0345 072 2112* to provide the new details.
Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
Tesco Pet Insurance can insure most cats and dogs provided they're fit and healthy, and over 8 weeks old. There is no upper age limit 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.
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.
Contact us - we're here to help
Got a question about your cover? Our UK-based contact centre is here to help. We are open Monday-Friday 8am-6pm and Saturdays 9am-1pm.