Claims Process

We've made claiming as easy and transparent as possible. Just follow the steps below to help avoid delays.

If your pet needs medical treatment, please go ahead and speak with your vet. There's no need to contact us beforehand.

Discuss claim payment options with your vet. They are:

We pay your vet (Direct claims are at your vets discretion).
You pay your vet and we pay you.

We are unable to provide cover for pre-existing conditions under this policy.

All claims are assessed in line with your policy terms and conditions, based on the information provided by you and your vet.

No cover can be guaranteed prior to receiving a fully completed claim form with all the information required. We'll be happy to provide your vets with your policy details if required.

Getting ready to claim

Have the name and postcode ready for all veterinary practices visited, past and present.
Previous veterinary practices may require your permission to share information with us, so it may be worth contacting them to let them know we may be in touch.

The following details must be the same across both your policy and your pet's medical history:

Pet's Breed
Pet's Date of Birth
Gender
Your Address

Claims must be submitted within 90 days of the treatment date.

Your premiums will need to be up to date before your claim can be assessed.

Tell us what Happened

All claim types are to be logged through our easy to use online portal by the policyholder.

Choose the type of claim you are logging, complete the details and submit your claim.

Submit one claim per treating vet, even if:

There are multiple conditions, or
There are different invoice dates

Answer all questions honestly and to the best of your knowledge and upload the requested documents (don't worry if you don't have all documents to hand, as we can obtain these at a later date from you or your vet).

Next Steps

Depending on the claim type selected, we will email a digital claim form link directly to your vet for completion.

Please do not complete this link yourself.

We'll chase your vet, but you're welcome to follow up with them too.

Once your vet completes their section of the claim form, we will contact you and/or your vet if we require anything further.

If we ask for more information (from you or your vet), you have:

30 days to respond before the claim is placed on hold
90 days from that hold date before the claim is withdrawn

Get Paid

We aim to assess your claim within 10 days (often much quicker) once we have received the completed claim form from your vets, along with all requested information.

Every claim is individually reviewed by our experienced claims team, rather than an automated system, to ensure it is assessed fairly and accurately.

You'll receive an outcome by email for each claim submitted (If you don't see it, please check your spam or junk folder).

All successful claims payable to you will be settled to the bank account we collect your monthly premium from.

All successful claims payable to your veterinary practice will be paid into the bank account details they provide to us, using the reference number they have entered into the veterinary claim form.

You can track your claim anytime by logging into your online portal.

TRACK MY CLAIM

If you disagree with a claim decision, you have the option to challenge it by submitting an appeal to the claims team. This will need to be submitted within 90 days of receiving the claim decision, along with any additional information requested by the claims team to support your claim review.

Continuation Claims

Continuation claims are also logged through our easy to use online portal by policyholders.

To submit a continuation claim select the claim type and answer 'No' to the first question that asks if this is the first time you are claiming for the current condition.

Need a call?

We operate an exceptional call back service. If you have any questions when it comes to how to claim, email us at info@frankpetinsurance.co.uk or fill out the contact form on our website. Leave your phone number, your preferred time and a brief description of your query and we'll call you back. We always respond very quickly and have yet to miss a call back.

Opening hours: Monday to Friday 8am-5pm.

Happy to email?

The quickest way to resolve your query is by emailing info@frankpetinsurance.co.uk. Our Customer Success agents are very quick to respond and won't keep you waiting.

Alternatively you can also use the contact form on our website with a short summary of your question and we'll get back to you via the email address provided.