Help for existing Tesco Pet Insurance customers

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:

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.