Coronavirus (COVID-19) Pet Insurance Customer Update
We are continuing to follow the government guidelines on COVID-19 to ensure the safety and wellbeing of our staff.
We’re still here to help
Here’s when we’re open:
- Renewals, Cancellations, General Enquiries and Sales: Monday to Friday 9am to 6pm, Saturday 9am to 3pm
- Claims: Monday to Friday 8am to 8pm, Saturday 9am to 5pm
If you have any questions, you may find the answer in our frequently asked questions.
- I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?
- Can I ask someone I know to help me manage my insurance policy?
- What if my pet becomes ill and I am following the Government advice to stay at home or self-isolating so I can’t take them to the vet?
- My pet insurance policy is due for renewal, how do I make sure my pet continues to be covered?
- I need to submit a pet insurance claim, can I do this online?
- I’ve taken out a pet insurance policy with Tesco bank, but I’ve not received my documents by post yet, when will they arrive?
- I’d like to view my policy booklets; can I find these online?
- I need to talk to you about something else, how do I get in touch?
I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully.
You may be able to reduce your level of cover -
- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what their cover needs are.
You may be able to defer your monthly payment -
- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends.
- The Money Advice Service’s online Money Navigator tool is useful if you are considering whether payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support.
Rest assured, any changes will not impact your credit score and there will be no additional fees and charges.
To talk to us about the options that might be available to you please call us on 0345 078 3895. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays. Or if you prefer, you can email us at tesco.petinsurance@uk.rsagroup.com, – please include your policy number on the email, along with your phone number and the best time to reach you, and we’ll call you back.
If you’re unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do so. Just let us know if this is the case when you contact us. Please don’t cancel your payments without speaking to us first as we may be able to help.
Further information and advice
- The Financial Conduct Authority provides information for consumers on dealing with financial difficulties during the coronavirus pandemic on its website; and
- National Debtline, a not-for-profit debt advice service run by the charity the Money Advice Trust, provides free and impartial advice for people living in England, Wales or Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their webchat facility or you can call them on 0808 808 4000.
Can I ask someone I know to help me manage my insurance policy?
If you are:
- Impacted by coronavirus
- In self-isolation or caring for someone who is
- Suffering a health issue that prevents you from managing it yourself
Then you can nominate someone to manage your policy on your behalf. If a friend, family member or carer has your consent, they can pay your premium and make some changes to your policy. To find out more, please call us 0345 078 3895. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.
If you need specialist help for a loved one, please see below a list of organisations that can offer further support.
Age UK:
- In Scotland, visit the Age Scotland website here
- In Northern Ireland, visit the Age NI website here
- In Wales, visit the Age Cymru website here
- In England, visit the Age UK website here
- Advice for carers
- Coronavirus information and advice
NHS Responders: for those in need of support from an NHS volunteer
Alzheimer’s UK: Alzheimer’s Society coronavirus advice
What if my pet becomes ill and I am following the Government advice to stay at home or self-isolating so I can’t take them to the vet?
As part of your policy you have freephone access to vetfone, where you can speak to qualified veterinary nurses 24/7. Please give them a call if you are worried about your pet’s health and they will advise you of your options, you will find their number here or in your policy booklet. Alternatively, you can contact your vet.
My pet insurance policy is due for renewal, how do I make sure my pet continues to be covered?
Please call us on 0345 078 3895. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.
I’ve taken out a pet insurance policy with Tesco bank, but I’ve not received my documents by post yet, when will they arrive?
Documents can take up to 2 weeks to arrive by post from the date you purchased your policy.
In the meantime, you can view your policy booklet online here.
I’d like to view my policy booklets; can I find these online?
Your policy booklets can be accessed online here.
I need to talk to you about something else, how do I get in touch?
Please email us at tesco.petinsurance@uk.rsagroup.com.
If your policy needs to be renewed within the next 5 days, please call us on 0345 078 3895. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.
If you need to get in touch, you can find all our contact details here.
Worried about your payments?
- We can offer help and support if you think you may fall behind with your payments. We also don’t charge any fees to change or cancel your policy – please contact us.
Need to make a claim?
You can make a new claim, or submit bills for ongoing claims online.