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Find answers to common Pet Insurance questions.

What animals do you insure?

John Lewis Pet Insurance provides cover for cats and dogs.

Do you have an age limit?

We can accept your cat or dog as soon as they’re over eight weeks old* and there’s no upper age limit. The only benefit that stops is Death from Illness Cover.

When your pet is over nine years old, we won't give you back the purchase price if they die or have to be put to sleep through illness or natural causes. All other benefits continue.

*You will not be able to claim for vet fees as a result of an accident in the first 48 hours of cover, or for any changes in your pet's health or behaviour in the first 14 days of cover. Death for Illness cover is not available for any pets aged 9 years and above.

Are pre-existing medical conditions covered?

Your pet won’t be covered for any illness, disease, injury or any change in it’s normal healthy state, its bodily functions or behaviour which they had before this policy started.

Are the costs of neutering/spaying my pet covered?

No, any preventative and elective treatments or routine examinations aren’t covered.

Is dental work covered (i.e. teeth cleaning, extraction)?

If your pet has an accident, they'll be covered for dental treatment they need as a result, but any regular dentistry isn't covered.

Are hereditary and/or congenital conditions covered?

Yes, your policy will cover hereditary and congenital conditions as long as the condition hadn't been discovered and your pet didn't have any symptoms before the start date, or within the first 14 days of your Pet Insurance policy.

What is the policy excess?

This is the part of a claim that you have to pay. The excess paid by you is based on the age of the pet at the time treatment starts.

Whatever cover level you select, you can choose an excess of £60, £80 or £140. This will apply to the Vet Fees Cover and is the amount you pay for each condition in each period of insurance.

Once your pet reaches the age of nine or over, the excess alters and you pay the Vet Fees Cover excess chosen, or 20% of the treatment costs, whichever is greater, for each condition, in each period of insurance.

Are there other policy excesses?

Yes, under all our cover levels, for Third Party Liability property damage you pay the first £250 of each claim. If you’ve chosen our Plus or Premier level of cover, you pay the first £75 of each trip for cancellation or cutting a trip short under Travel Cover.

Is there any advantage to paying my premiums monthly by Direct Debit?

Yes, we don’t charge you interest for paying monthly so it can make Pet Insurance more affordable.

How do I know if my cover has been accepted?

If you’ve bought your Pet Insurance online, once you've entered your payment details, the "payment confirmation" page will be displayed. This page confirms your cover and will display your policy number and cover start date.

How do I cancel my policy?

From the date you receive your documents, you have 14 days to cancel and get a full refund, as long as you haven’t made any claims.

If you cancel your policy after 14 days, you’ll receive a proportional refund, as long as you haven’t made a claim. If you want to cancel your policy

Do I have to pay the vet and you reimburse me?

To make it easier for you we usually pay the vet directly if they are set up for this. If the vet doesn't offer this facility, or you've already paid the vet, we'll send you payment. If the vet has to make an emergency visit to you, they might ask for payment to be made immediately.

How do I claim?

Call us on: 0330 102 2745

(Open Monday to Friday: 8am - 8pm and Saturday: 9am - 5pm).

What do I do if my dog/cat is missing or has been involved in an accident?

Contact our claims department and they’ll take the details from you and issue a claim form.

Call us on: 0142 250 1070

You must also report missing pets to your local rescue centres and veterinary practices. If your dog is missing, you’ll need to report this to the police and local dog warden (if you have one). Our claims department will need evidence that you've done this. Please note that you also need to tell us of any reward you'd like to offer before advertising it.

What help can vetfone provide?

vetfone is a 24 hour service offering expert advice and support about anything to do with your pets. The experienced and fully trained vet nurses can answer questions about cats, dogs and all other household pets.

Call us on: 0800 316 7119

We have carefully selected Royal & Sun Alliance Insurance plc to underwrite John Lewis Pet Insurance.

Terms, conditions, limitations, exclusions and eligibility criteria apply.

John Lewis Insurance is a trading name of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England (No. 233462). John Lewis plc is an appointed representative of Royal & Sun Alliance Insurance plc. John Lewis Pet Insurance is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at St. Mark's Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No. 202323). Calls may be recorded and monitored.