If you need to make a claim, you can be sure we will deal with it quickly and fairly. Wherever possible you must contact us before incurring any costs for which you may wish to claim. If you wish, we can arrange to pay the bills direct to your vet to make things easier for you, providing your vet agrees.
Call: 0845 246 8712
Lines open: 9am - 5pm Monday to Friday Calls may be recorded
Your step-by-step guide for Pet Insurance Claims Process
- Before you ring us, please have your policy number ready – you will find it at the top of your policy schedule
- One of our friendly Claims Representitives will ask for details of your claim
- We will inform you of the excess and how to continue with the claim
- We may ask you for more information to support your claim
- We will then send you a claim form, and explain what will happen next
Frequently Asked Claims Questions
Q: What kind of details and additional information will I be asked to provide?
Q: What is a Policy Excess?
Q: What services does the Pet Advice Line offer?
Q: How will I know if my claim is covered by my policy?
Q: If my claim is for vet's fees, does the vet need to complete part of the claim form?
Q: Is it possible for my claim to be settled directly with the veterinary practice?
Q: If my pet has a condition which requires ongoing treatment, do I need to wait until the treatment has finished before submitting my claim?
Q: What should I do if my pet is referred on to a Specialist by the vet?
Q: What should I do if I have added Overseas travel cover to my policy?
Q: Will my premium increase if I make a claim?
Q: How long will it take to sort out my claim?
Q: Who will deal with my claim once it has been reported?
Q: What measures do Direct Line take to prevent fraud?What kind of details and additional information will I be asked to provide?
If you wish to claim for vet's fees, we will ask you for details of the pet you are claiming for, the nature of the illness or injury and when the problem started.
We will also ask you which veterinary practice you will or have already attended and the cost of the treatment, if this is known.
Should your claim not involve vet's fees, we will advise you of the exact information we require during your first call to us.
What is a Policy Excess?
This is the part of the claim that you pay. Our Claims Representive will inform you of the amount of the excess and details can also be found in your policy schedule.
We will deduct the amount of the Policy Excess from the settlement of your claim - in the event that any treatment for your pet is ongoing, we will only apply the excess once at the start of the claim.
What services does the Pet Helpline offer?
Our Pet Helpline offers you access to three pet advice lines - 24 hours a day, 365 days a year.
Find a vet
- unfortunately a medical emergency can occur at any time. If you are unable to contact your usual vet or if you and your pet are away from home, our advice line is able to assist. We have details of veterinary practices providing cover throughout the UK, and we will be able to provide you with details of a practice near you.
Pet Bereavement Counselling
- it can sometimes be difficult to come to terms with the loss of a much loved pet. We provide a service staffed by professionals offering counselling, advice and support to you.
Legal Advice Line
- the ownership of a pet involves additional responsibilities. Your policy gives you access to practical legal advice on any personal problem, whether it relates to an incident involving your pet or not. Legal professionals are on hand to explain complex legal issues in plain language, and in a helpful and friendly way.
How will I know if my claim is covered by my policy?
Our Claims Advisers are fully trained and have an excellent knowledge of the policy cover you have arranged with us. For claims involving illness or disease, it is likely that we will require detailed information from your veterinary surgeon to determine whether your claim is covered.
It may help you to read through your policy details before ringing us to report your claim.
If my claim is for vet's fees, does the vet need to complete part of the claim form?
Yes - in most cases we will require your veterinary surgeon to complete the reverse side of the claim form.
Is it possible for my claim to be settled directly with the veterinary practice?
Yes, providing that the vet has agreed to this. Please indicate on the space provided on the claim form, should you wish us to do this.
If my pet has a condition which requires ongoing treatment, do I need to wait until the treatment has finished before submitting my claim?
No - we are able to settle any initial costs, then make interim payments should further treatment be necessary.
What should I do if my pet is referred on to another vet?
In the event that your pet is referred on to another vet - simply contact us straightaway for advice and assistance.
What should I do if I have added Overseas travel to my policy?
You should keep receipts, invoices or any other evidence of your expenses as these may help to support your claim.
Included with your 'Pet documents' is a blank claim form - in the event that you need to claim for any veterinary treatment, please ask the vet that treats your pet to complete this. Don't worry if this is not written in English - we will be able to translate it.
You do not need to notify us of your claim until your return to the UK.
Will my premium increase if I make a claim?
No. As most incidents affecting your pet will be outside of your control we do not feel you should be penalised for making a claim. For the same reason we do not offer a 'no claims discount' on our pet insurance policies.
How long will it take to sort out my claim?
Some claims are more straightforward than others - when you call us, one of our Claims Representives will give you an indication of the timescales involved.
Who will deal with my claim once it has been reported?
We have a dedicated Pet Claims Unit, based in our Bristol office. Their contact details are:
Pet Claims Unit
Direct Line Insurance plc
Direct Line House
1 Cathedral Square
Trinity Street
Bristol
BS1 5DL
Telephone - 0845 246 8496
Fax - 0117 984 6890
Calls may be recorded
What measures do Direct Line take to prevent fraud?
Our main aim is to ensure that our honest customers, who of course are the vast majority, are dealt with as soon as possible. However, we know that fraud is a reality and that a very small number of people provide false details in order to make up, or inflate claims. We believe that it is important that we identify these people and avoid paying such claims as they affect the cost of insurance for everybody. As fraud is a criminal offence, we believe it is our duty to forward details of fraud to the Police.
