Making a Claim

Early notification helps us manage claims efficiently and can often reduce delays in resolving the matter. Each claim will be assessed on its own merits and in accordance with the policy terms and conditions.

The insured should notify us of the incident as soon as possible. Where treatment is required, the pet business owner may settle the veterinary costs initially and seek reimbursement, subject to policy terms and liability being accepted. (The vets may not deal with us directly due to GDPR)

If the dog owner has paid the veterinary costs themselves, reimbursement can generally be made directly to them, provided the insured has notified us of the claim and the claim falls within the scope of cover.

The policy excess remains the responsibility of the insured. Depending on the circumstances, the excess may either be deducted from any settlement payment made on behalf of the insured or collected separately from the insured following settlement.

This will depend on the complexity of the claim, availability of supporting documentation, and whether liability is in dispute. Straightforward claims with complete information can often be resolved within a few weeks, while more complex matters may take longer.

Our standard telephone operating hours are 9am to 5pm. Outside of these hours, claims can be notified by email, and any urgent matters should be clearly marked as such. Claims received out of hours will be reviewed and actioned on the next business day.