Pet insurance FAQs

If you have a complaint please contact our customer satisfaction manager by:

• email: [email protected]
• telephone: 0330 102 1670^{^}

Or write to us at:
Allianz Insurance plc
Great West House (GW2)
Great West Road
Brentford Middlesex TW8 9DX

Our aim is to get it right, first time every time.

If you have a complaint we’ll try to resolve it straight away.

If not, we'll confirm we have received your complaint within 5 working days. We'll do our best to resolve the problem within 4 weeks. If we cannot, we’ll let you know when to expect an answer.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) offers a free, independent complaint resolution service.

You have the right to refer your complaint to the FOS, free of charge. You must do so within six months of the date of the final response letter.

We'll send you information about the FOS if we have not resolved your problem within 8 weeks.

If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint.

Contact the FOS by:

• email: [email protected]
• telephone: 0800 023 4567^{^} or 0300 123 9123^{^}

www.financial-ombudsman.org.uk

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Making a complaint, or contacting the FOS, does not affect your legal rights.

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You can decide when you want your direct debit payment to go out when you buy your policy.

There are no extra charges for paying by direct debit.

Change the direct debit date

Get in touch on 0345 075 4582^{^} if you need to change when payment goes out.

We may cancel your policy if payment is not made within 10 days of its due date.

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We can often pay your vet direct, making the whole claim journey much easier and quicker for you.

If you need to make a claim either:

• download a claim form
• get in touch on 0345 075 4583^{^} and we'll send you a claim form

Send the completed form back to us and remember to include:

• the vet’s invoices
• your pet’s full clinical history.

Send your claim to:
Allianz Insurance plc
Great West House (GW2)
Great West Road
Brentford
Middlesex TW8 9DX.

Once we settle your claim, we’ll pay you by BACS where possible, or send a cheque.

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You cannot renew online.

If you pay by monthly direct debit your policy will renew automatically.

If you pay by annual payment or wish to discuss your renewal please get in touch on 0345 075 4582^{^}.

Our lines are open Monday to Friday from 8am to 7pm and from 9am to 1pm on Saturday.

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We cannot give a quote for pets under the age of 6 weeks old.

The youngest age for cats and dogs is eight weeks if bought from a licensed breeder.

For new policies we will only insure:

• cats younger than ten years old
• select breed dogs younger than five years old
• other dogs younger than eight years old.

Find out more about our eligibility rules.

We do not insure any dog that's on the dangerous dog register or any dog that is, or crossed with, a:

• Pit Bull Terrier
• Dogo Argentino
• Perro de Presa Canario
• Dogo Canario
• Japanese Tosa
• Fila Brasileiro
• Czechoslovakian Wolfdog
• Saarloos Wolfhound/Wolfdog, or any wolf hybrid.

We also don’t insure dogs used for security, guarding, track racing or coursing.

General exclusions and conditions

• your pet must have an annual dental check by a vet to be able to submit a claim for dental treatment
• your insurance does not cover any illness that starts in the first 14 days of the policy
• your insurance does not cover any any pre-existing illnesses or injuries
• your insurance doesn't cover any charges made for the vet completing the claim forms
• an additional excess (besides the flat excess) applies if:
  • your cat or dog is past its 10th birthday
  • your dog is past its 7th birthday for some breeds
• you must send us your vet’s fees claims within 12 months of the treatment start date
• cover for death from illness stops on your pet’s 8th birthday, or if your pet is a Select breed, its 5th birthday.

Select Plus

If treatment is ongoing you must send the claim forms to us at least once every 12 months.

Classic

This policy covers an illness or injury for 12 months only.

The 12 months starts on the date the injury happened or the illness was first noticed.

We will not cover any more claims for that or any related injury or illness after this date.

Alternative and complementary treatments are not covered by this policy except:

• physiotherapy
• treatment of a behavioural illness

that’s carried out by your vet

There may be extra exclusions on your pet’s policy. You'll find these on your pet’s insurance certificate. You’ll find the full list of exclusions and limitations in your policy documents.

Monthly direct debit

Pay by instalments from your bank account at no extra cost.

Annual payment

You can pay by:

• most credit or debit cards, not including American Express
• cheques made payable to Allianz Insurance plc.

Direct debit

Your policy will automatically renew unless you get in touch on 0345 075 4582^{^}.

You need to do this within 28 days of your renewal date so we do not take a payment.

Annual card payment

You don’t need to do anything.

Your policy will expire at midnight on your renewal date.

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It’s often possible to change the level of cover that you have.

To discuss your options get in touch on 0345 075 4582^{^}.

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Vet fees can vary from region to region which means that any changes in your address may affect the price of your policy.

Unfortunately we can’t say at this stage what the impact of your change of address will be as we regularly update our pricing to take into consideration new trends and data.

Your change of address will be reflected in the price of your policy at your next renewal. Your renewal premium will also be impacted by the age of your pet, vet fee inflation and if you claim.

It’s important you keep information relating to your policy up to date.

Your pet must live at the address shown on your Certificates of Insurance, which is a condition of your cover. Please get in touch if you have changed address.

Your premium price can go up because of:

• your pet getting older
• you making a claim
• vets’ fees increasing
• new, more expensive, advances in veterinary medicine and techniques becoming available.

We’ll give you a £12 discount per pet when you insure two or more pets.

You can do this online if you only want to insure cats, or dogs, on the same policy.

Get in touch on 0330 102 1531^{^} if you want to insure both cats and dogs on the same policy.

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You must send your claim to us no later than 1 year after the treatment start date.

By bank transfer or cheque, unless we pay your vet directly.

Your insurance does not cover:

• any illness which starts in the first 14 days of your pet's first policy year
• any illness or injury from before your insurance started.

Yes. For both cats and dogs. Find out more.

The excess is the amount you pay towards each unrelated claim.

An additional excess applies to:

• cats and dogs over 10 years old
• some dog breeds over 7 years old

The total excess you can expect to pay is shown in the tables below.

Policy bought or renewed after 28 April 2019

Policy bought or renewed before 28 April 2019