Making a claim for your pet

Make a claim here if: your policy started before 21 January 2025 or renewed on or before 31 December 2024.

You can make a new or ongoing claim with Royal & Sun Alliance Insurance Ltd, the underwriter for your policy.

If your policy started on or after 21 January 2025, or renewed on or after 1 January 2025, the underwriter for your policy is Pinnacle Insurance plc.

If your pet needs to be treated by a referral vet, and it is not for emergency treatment, please choose a vet named within our Preferred Referral Network. If for any reason you wish to choose a referral vet from outside our network, please contact us on 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.

You can make a claim for medication and treatment costs if you’re the owner or the vet. There’re 2 ways you can do it.

The quickest and easiest way to make a claim is to do it online.

If you wish, you can complete a claims form and return it to us by email instead. But it’ll take longer than making a claim online.

Email us your completed claims form and we’ll let you know once we’ve processed it.

If you’d like to talk to us about your claim, please call us on 0345 078 3860*

Lines are open Monday to Friday 8am-6pm.

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

For claims that don't include vet fees, for example accidental damage, emergency boarding or lost and found cover, please email our claims team providing full details of what happened including copies of any invoices and any other supporting evidence:

Full details of what evidence will be required can be found in your policy wording.

You must not admit liability or promise any payment without our written permission. Please call the following number straight away and send any writ, summons, legal documents or other communication you receive:

0345 078 3860

Please check your policy schedule to see if this cover is included in your policy.

Phone straight away so you can get the necessary help and guidance you need. This number may be included as part of any inclusive call minutes provided by your phone operator.