Making a Pet Insurance claim

Tesco Pet Insurance and Tesco Pet Accident & Injury Insurance are arranged, administered and underwritten by Royal & Sun Alliance Insurance plc.

This means that if you do need to make a claim, it will be dealt with by their dedicated claims team.

vetfone helpline

We know how important your pet is to you - they're your friend, your companion and a big part of your family. That's why we offer policyholders vetfone, a pet helpline provided by Vetsdirect Ltd, that you can call any time of the day or night on 0800 1974949.

Key information to have to hand will be your policy number, your pet's name, its breed and its approximate age.

Ask any kind of question, get expert advice

Give vetfone a call if your pet is sick or needs first aid - it may save you an unnecessary trip to the vet. But also feel free to give them a ring about any aspect of animal behaviour, from grooming and feeding to travelling with animals and dietary tips. Your call will be answered by a qualified RCVS (Royal College of Veterinary Surgeons) vet nurse who has lots of hands-on experience.

If your call is at the weekend or late at night, they can direct you to the nearest out-of-hours vet clinic.

If vetfone recommend that you take your pet to a vet for treatment they can also send you a claim form.

How to make a claim

All of the information that you need to make a claim is in the following sections:

Claims for vet's fees

Follow our step-by-step instructions on how to make a new claim for vet's fees.

  1. Download the claims form [PDF, 161KB]
  2. Open the form and complete sections A to E
  3. Print out the form and sign it
  4. Ask your vet to complete sections F to H

The quickest and easiest way to return your form to us is to scan it and email it to:

Alternatively, you can post it to us at:

  • Tesco Pet Insurance, Freepost RSJG-ZJTB-GAGH, PO Box 15770, Birmingham, B2 2RB

Note: It's important that you return the form to us fully completed with any supporting information included. Any missing information will delay the time it takes to process your claim. Please provide us with your email address/mobile number, as we will inform you when we receive your claim via email or text message.

What will my excess be if I make a claim?

Vet's fees excess

The excess is the amount you pay for each claim you make for a different condition. The amount will have been chosen by you when purchasing your policy and will be shown in your policy schedule.

Third party liability excess (dogs only)

You pay the first £250 of any claim for damage to property. Your policy schedule will show if you have this section.

Other claims

The following sections are Extensions to your Standard or Extra policy. Please check your policy schedule to see if you have chosen this cover when you took your policy out or at anniversary.

If your claim does not involve any vet fees you will need to send a covering letter to the address below clearly marked with your name, address, policy number and telephone number with the following supporting documentation:

Claim typeSupporting documentation required
Accidental death of the insured animal - No Vet Fees

Proof of what you paid for your pet.

If you are unable to provide proof of what you paid you will receive a minimum payment of £35 for cats and £70 for dogs.

If the pet died at the scene of an accident we need a statement from an independent witness that your pet has died from as a result of an accidental injury.

Theft or straying

Advertising and reward:

  • Receipts for printing of posters (if applicable).
  • Dog: Police Reference number (Scotland only).
  • Dog: Evidence your local authority or welfare centre has been contacted.
  • Cat: Evidence your vet has been contacted.

Loss due to theft or straying:

  • Proof of what you paid for your pet.
  • If you are unable to provide proof of what you paid you will receive a minimum payment of £35 for cats and £70 for dogs.
  • Dog: Evidence your local authority or welfare centre has been contacted.
  • Dog: Police Reference number (Scotland only).
  • Cat: Evidence your vet has been contacted.
Hospitalisation of owner

Receipts from the boarding kennel/cattery or the person responsible for looking after your pet.

Letter from GP or Hospital advising of the dates of your hospital stay and the condition that had led to this stay.

Holiday cancellation or curtailment

Proof of travel costs incurred. Documents showing when you booked and then cancelled or cut short your holiday and the dates your took these actions.

Quarantine costs

Proof that your pet was microchipped before your journey.

We will need all documents and receipts with dates and expenses to support your claims.

Loss of pet passport (only covered when travelling)

Proof of costs incurred.

Repeat tick and worming treatment

Proof that the original tick and worming treatment was carried out within the timescale needed under the Pet Travel Scheme.

Emergency expenses abroad

Proof of costs incurred.

Where do I send my claim?

Claims can be sent to us by:

Third Party Liability Claims

You must not admit liability or promise any payment without our written permission. Please call us straightaway on 0845 0783860 and send to us any writ, summons, legal documents or other communication you receive. Please check your policy schedule to see if this cover is included in your policy.

What's not covered?

For Tesco Pet Insurance Standard and Extra 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
  • The excess specified in your policy schedule
  • Food
  • Flea treatment
  • Wormers
  • Vaccinations

For Tesco Pet Accident & Injury Insurance, 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
  • The excess specified in your policy schedule
  • Food
  • Flea treatment
  • Wormers
  • Vaccinations

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

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