Making a claim for your pet

Woman holding cat

Ongoing claims

For repeat medication and ongoing treatment claims, you can claim by uploading your vet bills and invoices quickly and easily using our online claims portal.

Family with puppy at vets

New claims

For new vet fee or new medication claims download the form. You can track the progress of any existing claim using our claims portal.

Cat with cone

Other claims

For claims that don't include vet treatment, for example accident damage or lost and found cover, please email us.

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.

Looking for more information?

Contact us

We aim to process most claims within a week. If you need to contact us about anything please call us on *0345 078 3860 or if you would prefer to email, use the email address below

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

Track your claim

Use our online portal to track current and previous claims

How to make a new claim

New claims

For new vet fee claims or medication claims, download the pet insurance claim form and complete the steps below:

For existing vet fee claims

1. Complete the form ensuring all relevant details have been included.*

2. Gather up your vet's bills. Once you have completed the relevant sections of the form, pass the form to your vet so that they can include the necessary medical history details and then post/email along with your vet's bills.

3. You can either scan your completed form, your pet's medical notes and vet's bills and email them to us:

Alternatively, you can post all of these documents to the following address:

Tesco Pet Insurance, Freepost RSJG-ZJTB-GAGH, PO Box 1363, Peterborough, PE2 2QZ

*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 via email or text message when we receive your claim.

If you need to talk to us about your claim, please call us on:

0345 078 3860

(lines are open Monday to Friday 8am-8pm, and Saturday 9am-5pm.).

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

If you would prefer to email, please use the address below:

Other claims

For claims that don't include vet fees, for example accidental damage, emergency boarding or lost and found cover, please email our claims team providing full details of what happened including copies of any invoices and any other supporting evidence:

Full details of what evidence will be required can be found in your policy wording.

Third party liability claims

You must not admit liability or promise any payment without our written permission. Please call the following number straight away and send any writ, summons, legal documents or other communication you receive:

0345 078 3860

Please check your policy schedule to see if this cover is included in your policy.

Phone straight away so you can get the necessary help and guidance you need. This number may be included as part of any inclusive call minutes provided by your phone operator.

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 booklets

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

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.