Help for existing Tesco Pet Insurance customers

If your pet is ill or injured and you are concerned whether this will be covered by your Tesco Pet Insurance policy, please refer to your policy documents, including your Tesco Pet Insurance Policy Document, Insurance Product Information Document and Certificate of Insurance.

If you are still in doubt, you can get in touch and one of the team will be happy to help.

For customers who renewed their policy after the 1st January 2025 or took out a policy on or after the 21st January 2025, you can get in touch through the 'Contact us' page of the Pet Portal, or you can call 0344 543 1132*.

Conditions your pet has suffered in the past considered as a pre-existing condition. Pre-existing conditions are not covered by the policy. Accidents that happen within the first 3 days or illness within the first 14 days of taking out the policy may not be covered. Policy exclusions will apply.
Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.

If you took out your policy before the 21st January 2025 and are yet to renew, 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.

Please note that the way you need to submit a claim may be different depending on when you took out or renewed your policy. Before you submit your claim, please make sure you are submitting it correctly.

For customers who renewed their policy after the 1st January 2025 or took out a policy on or after the 21st January 2025, the quickest way to submit a claim is through the Pet Portal. Sign in, complete a claim form, and as long as we have all the details we need, we'll take it from there.

Once our assessors have reviewed your claim, it takes around 5 days to assess it; we'll let you know the outcome. If you submit your claim online, you'll be able to monitor its progress with our claims tracker. For customers who receive their documents in the post, we'll keep you updated via letter, and if you signed up for SMS, we'll also keep you updated with text messages.

If you don't have access to the Pet Portal, please call 0344 543 1132* and we will send you a claim form.

If you took out your policy before 21st January 2025 and are yet to renew, you can easily submit claims for new and ongoing conditions online. Submitting online is the quickest and easiest way to submit a claim for all vet fees, but you can also download a claim form (143kb, PDF). Once you've completed it, email it to us at tesco.petclaims@uk.rsagroup.com.

Alternatively, you can call 0345 078 3860* and give the details by phone or get a paper form posted to you.

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

If you renewed your policy after the 1st January 2025 or took out a policy on or after the 21st January 2025, you can find all of your documents, including your Tesco Pet Insurance Policy Document, Insurance Product Information Document and Certificate of Insurance in the Tesco Pet Portal.

If you took out your policy before the 21st January 2025 and are yet to renew, you can call us on 0345 078 3895.

The Tesco Pet Portal is your go-to online destination for managing your pet insurance policy.

The portal allows you to track your cover, access your Policy Documents, Certificate of Insurance, and submit vet fee claims online. You can also use the portal to get in touch with us as well as the vetfone team.

You do need to register for the Pet Portal before you can discover all the portal's features.

The portal is only available to customers who renewed their policy after the 1st January 2025 and new customers who took out a policy on or after the 21st January 2025.

Please see our question "How do I register for the Tesco Pet Portal?" for registration eligibility information.

If you change your mind for any reason, you can cancel the policy within 14 days of the cover starting. This is called the 'cooling-off period'. If you cancel during 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 cancel your policy at any time, and there are no cancellation fees.

For customers who renewed their policy after the 1st January 2025 or took out a policy on or after the 21st January 2025, you can cancel your policy on the 'Contact us' page of the Pet Portal. If you don't have access to the portal, call 0344 543 1132*.

For customers who took out a policy before the 21st January 2025 and are yet to renew, you can call 0345 078 3895* or live chat to cancel your policy.

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

If you need to get in touch with us, there are a couple of different ways depending on when you took out your policy.

For customers who renewed their policy after the 1st January 2025, or took out a policy on or after the 21st January 2025, you can get in touch with us through the Pet Portal. If you don't have access to the portal you can call 0344 543 1132*.

For customers who took out a policy before the 21st January 2025, and are yet to renew, you can complete our online contact form or you can 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.