Making a claim for your pet

Ongoing claims

For repeat medication and ongoing treatment claims, you can claim by uploading your vet bills and invoices quickly and easily using our online claims portal. We can make payment to the policyholder or the treating veterinary practice, whichever you prefer.

New claims

For new vet fee or new medication claims download the form. You can track the progress of any existing claim using our claims portal.

Other claims

For claims that don't include vet treatment, for example accident damage or lost and found cover, please email us.

Referral vet important information

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.

    Looking for more information?

    Contact us

    We aim to process most claims within a week. If you need to contact us about anything please call us on 0345 078 3860* or contact us online.

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

      Track your claim

      Use our online portal to track current and previous claims.

        How to make a new claim

        Instructions for pet owners and vets

        Whether you’re the owner or the vet, simply complete our online claim form to claim back medication and treatment costs.

        Follow the simple steps below:

        • Download the form
        • Complete the form. Make sure you’ve completed all the information – if you think we need to know you should mention it
        • To make it even easier a signature is not required
        • Email the form to the treating vet to complete. Once the vet has completed their part of the claim form they can email this through to us with all invoices and medical history, please ensure that your original email is forwarded along with this for validation purposes
        • If your vet agrees, we can pay them directly
        • We’ll contact you as soon as we process your claim

        Following this simple process will eliminate the need for printers to be used as well as speeding up the claims process.

        If you need 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.

        If you would prefer to email, please use the address below:

          Other claims

          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.

              Third party liability claims

              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.

                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.

                                      Important information

                                      All claims are subject to excesses

                                      Various excesses apply to your policy. Read our page on excesses for more information.

                                      To see excesses that apply to your policy, check your policy schedule.

                                        For all policy types, we do not cover:

                                        • The excess specified in your policy schedule
                                        • Food, supplements or non-prescription medication
                                        • Flea treatment
                                        • Wormers
                                        • Vaccinations

                                        For Tesco Pet Insurance Standard, Extra or Premier cover we do not provide any cover for:

                                        • Any illness or injury that started before the policy start date
                                        • Any illness that started within the first 14 days of the policy start date

                                        For Tesco Pet Insurance Accident & Injury cover, we do not provide any cover for:

                                        • Any treatment that is not the result of an injury
                                        • Any injury that occurred before the policy start date
                                        • Any injury that occurred within the first 5 days of the policy start date

                                        Further limitations on cover apply. For detailed information on what's not covered by the policy please consult your policy documentation.

                                          Once you've purchased Tesco Pet Insurance cover, we'll keep you informed by sending you a welcome pack, including your policy documents.

                                            Please call us on 0345 078 3860* and we can answer any questions you may have.

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

                                              Tesco Pet Insurance is arranged, administered and underwritten by Royal & Sun Alliance Insurance Ltd.