Help for existing Tesco Bank Pet Insurance customers

Pet Insurance claim

Whatever you need to know or do, we have UK-based customer service teams who are here to answer your questions and help guide you through the process.


    The vetfone™ advice line, provided by Vetsdirect Ltd, is available 24/7 for unlimited free telephone calls or video calls with a UK based qualified veterinary nurse, who can advise on your pet’s health, diet and behaviour on 0800 197 4949.

      Need to update your policy?

      Things change, and that’s why we’ve made it as simple as possible for you to amend details on your policy. Give us a call, and our UK-based customer service teams will help guide you through the process.

        Talk to us through Live Chat

        Ask a general question about your quote or policy, make changes and payments or chat to us about your renewal. We're open Monday to Friday 8am-8pm and Saturday 9am-5pm

        Important information

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

          Documents for new policies starting on or after 20 February 2023

            Documents for new policies taken out between 20 March 2022 and 19 February 2023, or existing policies that renewed between 17 April 2022 and 19 February 2023

              Documents for new policies starting between the 27 September 2020 and 19 March 2022, or existing policies renewing between 27 October 2020 and 16 April 2022

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

                  How we collect and use your personal data

                  Tesco Personal Finance plc, trading as Tesco Bank as part of the Tesco Group and the insurer who may underwrite your policy take the security of your data seriously. Detailed information on how we handle your data and your rights under data protection laws is available in our Privacy Notice.

                  We collect data when you browse our website (e.g. your IP address), request a quotation, partially complete a quotation, do not purchase or provide data indirectly via price comparison sites. We keep quote data for up to 7 years and we may use this information if you apply for a product again in the future.

                  We will use your data to give you quotes, provide our services to you, perform eligibility checks, work out insurance risk, manage debt, protect you and us against fraud and financial crime and manage and develop our business. Automated decisions may be taken to detect crime.

                  We use data such as your name and address, to find any Clubcard(s) that are linked to your address. That might be your Clubcard, the Clubcard of other family member(s), or the Clubcard of house or flat mates. We may use this information to tailor our communications and to try to bring you better terms, deals or offers, and this may include profiling on an on-going basis. We may also award Clubcard points.

                  Data may be obtained from and shared with the wider Tesco Group and fraud prevention agencies (FPAs). The FPAs will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected this may be shared with other organisations and you could be refused certain services, finance or employment.

                  By proceeding with your application you acknowledge we can use your data in this way.

                    Top Pet Insurance FAQs

                    If you change your mind for any reason, you can cancel the policy within 14 days of the cover starting. This is called the 'cooling off period'. If you cancel in the cooling off period, you will receive a full refund for any payments you've already made, provided you haven't made a claim.

                    After the cooling off period, you can still cancel your policy at any time and there are no cancellation fees.

                      Tesco Bank Pet Insurance claims consultants are fully trained and have an excellent knowledge of the cover you have arranged. Wherever possible, they’ll confirm during your first call whether your claim is covered. For claims involving illness or disease they’ll probably need more detailed information from your vet before assessing your claim.

                      It may help you to read through your policy documents before ringing us to report your claim.

                      If you have any queries, please visit our claims page on our website or call us on 0345 078 3860*.

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

                        Payments can be made directly to your vet, as long as the vet agrees. If you'd like to do this you just need to tick the box on the claim form. You'll need to pay the relevant excesses to your vet.

                          If your bank details change, please call 0345 072 2112* to provide the new details.

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

                            Tesco Bank Pet Insurance can insure most cats and dogs provided they're fit and healthy, and over 8 weeks old. There is no upper age limit.

                              Contact us - we're here to help

                              Have a question or need help applying? Our friendly, UK-based customer service team is here to help.