Frequently Asked Questions


My pet is healthy. Why would I need Pet Insurance?
While your pet may be healthy and happy today, there is no way to predict what might happen in the future. With Petpals Direct pet insurance, you'll ensure your pet has access to veterinary care in case of an illness or accident. No need to make a painful decision about your pet's health based on finances.

Can I take out cover if my pet's vaccinations aren't up to date?
Yes you can, but be aware that we don't cover illnesses that relate to your pet not having received the recommended vaccinations. So we advise you take your pet to the vet as soon as possible.


When does my cover begin?
Your insurance policy commences on the date you chose the policy to start, as stated on your policy schedule. All our policies include a 15 day exclusion period for injury and illness. This mean that any claims relating to any injury that occurs or illness that manifests within 15 days of the inception date of your policy will be excluded.

What is per category cover?
This will cover illnesses and accidents up to a certain amount per illness and accident category, regardless of the time it takes to reach that amount. After this limit has been reached the category is then excluded from the policy, and no further claims can be made for it.

What is covered?
We cover common accidents and illnesses and tell you up front what these are, so you don't have surprises when you need to claim. Look at our Cat Insurance and Dog Insurance pages for more details.

Am I covered for ongoing conditions?
Our ConditionCare policy will offer cover with no time limit to claim on a condition. Once you start claiming, you can do so up to your maximum benefit per illness or accident category. If you choose our TimeCare policy, you can only claim on a condition/injury for up to 12 months after the condition/injury was first noticed.

Will you pay for medication bought online?
Yes, we will pay for medication purchased on the internet but it is important you provide us with invoices, the prescription from your vet and a completed claim form.

Making a claim

How long do I have to claim?
If you wish to make a claim for the cost of treatment by a vet, you will need to send us a completed claim form with all relevant invoices within 6 months of the start of any treatment. We will not pay claims made after this 6-month period has elapsed unless this is specifically agreed by us before the end of the 6-month period.

Do I need to inform you before I need to make a claim?
No, you do not need to advise us before you wish to make a claim, unless the treatment carried out is not at your usual veterinary surgery.

How quickly are claims processed?
It can take up to 20 working days to process claims at busy periods.

Can payment be made directly to the vet?
Yes, we can make payments directly to your vet, but you would need to check your vet agrees first. The excess that may apply to your policy will have to be settled by you with the vet.

I need a new claim form. How do I get one?
Click here to download a claim form.

When should I submit my claim?
The sooner the better, but we must receive your completed claim form at our offices within 6 months of the treatment being given.

What is a vet fees excess? How is it charged?
This is the amount you must pay for each unrelated condition you claim for. This applies per condition per year.


Can I pay monthly?
Yes, you can pay monthly via direct debit, credit and debit cards.

Can I pay yearly?
Yes, you can pay the entire annual premium by cheque, credit card or direct debit.

Which credit cards do you accept?
We accept MasterCard, Visa Delta and Maestro. We currently do not accept Electron or Amex cards.


When will my policy renew?
We will write to you 21 days prior to your renewal date, letting you know your renewal figure including changes to your premium, terms and conditions and excesses .

What do I need to do to renew my policy?
You don't need to do anything if you're paying by Direct Debit or Credit/Debit Card and have opted to automatically renew. Your policy will renew automatically on the anniversary date. If you're paying by cheque or have opted not to automatically renew, you will need to renew before your renewal date. However, please bear in mind that cheque payments do take time to clear. Therefore, you should pay 5 days prior to your renewal date to keep your pet covered.


Do I have to use a specific vet or am I free to choose?
You're free to use any qualified vet in the UK. If you are referred to another practice, for instance for alternative therapies, then you will need to contact us in advance.

Is there a charge for amending my personal details?
No, we don't charge to amend your information. Please call to notify us of any changes, we'll be happy to help.