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Making a claim for pet insurance

If you need to talk to us about a claim, new or existing, then please call us. Our UK-based team are here to handle your claim and get things sorted quickly and fairly.

Talk to us about a claim

How can we help? Contact number
New and existing claims
For 3rd party liability claims, please remember you must not admit liability or promise any payment without our written permission.
0345 078 3860* (lines are open Monday to Friday 8am-8pm, and Saturday 9am-5pm)
Tesco Vet Referral Helpline
Details of the vets in our preferred referral network can be found online below, or you can call us. If the vet you would like to use is not in our referral network, please call us. Referral Network: List of Preferred Practices
0330 100 6460

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.

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

How to make a claim

Claims for vet fees

For new vet fee claims

If this is a new claim, please download and print out the form below, and complete sections A to E. You should ask your vet to complete sections F and G.

For existing vet fee claims

If you have an existing claim open with us, please download and print out the form below, select 'Continuation Condition', and complete sections A, B and E.

Where do I send my claim?

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

Claims can be also sent to us by fax:

01403 325 323

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.

If you need to talk to us about your claim please call us on 0345 078 3860*.

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

Third party liability claims

You must not admit liability or promise any payment without our written permission. Please call us straightaway on 0345 078 3860* 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.

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

Other claims

If your claim does not involve any vet fees you will need to send a covering letter to:

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

This covering letter should be clearly marked with your name, address, policy number and telephone number with the following supporting documentation:

Accidental death of the insured animal (Refunding the cost of your pet if it dies from an accident)

This section of the policy covers the amount you paid or donated for your pet, if death has resulted from one of the following circumstances:

  • Accident or if a vet has put your pet to sleep because of an accident*
  • Illness or if a vet has put your pet to sleep because of an illness**

You will need to provide proof of purchase for your pet. If you are unable to provide proof of what you paid or donated, you will receive an amount that lets you buy a similar pet (same breed, sex and age), as your pet was when you became its owner up to £1,500 for each pet for each policy period. Accident and Injury is excluded from this cover.

* You will not receive more than the amount you paid or donated for your pet.

** The death of any pet aged 9 or over is not covered if due to illness.

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.

Important information

What will my excess be if I make a claim?

Vet's fees excess

You can choose your excess amount when purchasing your policy. The amount you chose will be shown in your policy schedule.

If your pet needs to be treated by a referral vet, and you choose a referral vet from outside our network and it is not for emergency treatment, you will need to pay £200 of the referral vet bill yourself. This amount is in addition to your policy excess.

  • Details of the vets in our preferred referral network can be found below or you can call us on 0330 100 6460.
  • If the vet you would like to use is not in our referral network, please contact the Tesco Vet Referral Helpline on 0330 100 6460.

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.

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.

What's not covered?

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 Bank 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 Bank 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.

Policy documents

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

If your policy starts with an RSA prefix:

If your policy starts with a TB prefix:

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.

Key product information

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