We recommend insurance for pets of all ages as many conditions can start in younger animals as well as them developing conditions associated with older age. It is important to note that not all pet insurance is the same as there are many different types of policy available and the level of cover provided can vary considerably. The four main types of policy are as follows:

Accident: provides cover for accidents only and no cover for illness

Time-Limited: provides cover for a set amount of time (usually 12 months) and after this period the condition is excluded

Maximum Benefit: provides cover up to a maximum amount of money per condition and once this limit is reached the condition is excluded

Lifetime: provides a set amount of money each year which is refreshed each time you renew your policy allowing you to continue to claim for ongoing conditions

The type of policy you choose can have implications on the costs of veterinary care so it’s important to choose the right cover. Sometimes, the cheapest insurance can cost you more in the long run.

Unlike other forms of insurance, it is not easy to switch pet insurance as conditions prior to insuring your pet, with a new company, will likely be excluded.

When shopping around for a policy we suggest that you ask the following questions to allow you to compare the overall value you are getting, not just the price:

1. Do I want my policy to cover congenital, hereditary, cruciate or hip-related problems, dental or behavioural conditions?

2. Do I want a time or monetary limited policy or a life-long policy that will cover life changing conditions ie Diabetes, Arthritis?

3. Will my premium greatly increase as per frequency of claims or when my pet reaches 8 years old.

Whilst we cannot advise you as to which insurance company to choose our staff are happy to discuss the types of insurance available.


Submitting a claim is a simple process, however each insurance company has its own system. You need to confirm with your company how they would like to receive the claim. Please be aware we do not use the Vet Envoy system.

We ask you to pay for treatment as you receive it and when you are ready to claim, you activate one of the following with the payment being refunded to you.

Link claims – you request a link/email to be sent to us allowing the submission of information on your behalf.

Portal claims – these allow you access to a portal so you can request a link to us and then monitor it’s progress within the insurance company.

Vet Access Portal claims – this is only offered by Animal Friends Insurance (PAWTAL) currently where we can upload the details to your online portal with the company. Please email us (with policy number) so we know you are ready to claim.

Paper Claim Forms – this is the traditional method of submission however it can be slower. The front page must be completed before submission via email.

How long will my claim take?

All claim submissions are completed on a first come basis and due to the high volume of claim forms please allow 7-14 days for completion however this time frame may increase during the holiday/ lockdown periods.

Continuation Claims

You need to activate another claim in the same way as for the initial claim. Generally your excess won’t be taken again but this will depend on your policy ie the treatment breaches a policy renewal or you have to pay an additional percentage.

Direct Claims

Theses are not routinely offered and are reserved for existing clients. Fees over £250 can be directly claimed after authorisation by a vet, verification from the insurance company and pre-payment of the excess. Please do not ask retrospectively, as we may not be able to accommodate your wishes.

We understand that unexpected large bills can be upsetting so if you are having financial difficulties, we would encourage you to speak to your treating vet to see if arrangements can be made.

Please use our new dedicated email address for all your insurance enquiries –