Pet insurance

FAQs

The most frequently asked questions about RSPCA Pet Insurance, cover and services.

The information below is for customers with an RSPCA Pet Insurance policy. If your policy number begins PETRS, you can find additional customer information here.

About RSPCA Pet Insurance

  • If your policy number begins PETRS, you can contact us via the 'Need help?' page on the RSPCA Pet Portal.

    If your Policy number is 8 digits and begins with 5, please get in touch with the helpline on 03301 348576.

  • All new pet insurance policies taken out after 04/09/2023 are now covered by Pinnacle Insurance plc. Policies that were taken out before 04/09/2023 are covered by Covéa Insurance.

    As these are two different companies, certain information regarding your policy and how you manage your policy is different. Information on this page, unless specified otherwise, mainly relates to Covéa Insurance policies; however, there is some crossover. For more information regarding RSPCA Pet Insurance policies covered by Pinnacle Insurance plc, see customer information.

  • We do not cover any dog that must be registered under the Dangerous Dogs Act 1991 and/or the Dogs (Muzzling) Regulations (Northern Ireland) 1991, or any American Bulldog, American Indian Dog, American Pit Bull Terrier, American Staffordshire Terrier, American Bully, Bandog, Boerboel, Bully Kutta, Canary Dog, Cane Corso, Czechoslovakian Wolfdog, Dingo, Dogo Argentino, Dogue Brasileiro, Fila Brasileiro, Gull Dong, Husky Wolf Hybrid, Irish Staffordshire Blue Bull Terrier, Irish Staffordshire Bull Terrier, Japanese Tosa, Pit Bull Terrier, Saarlooswolfhound, Tosa, Tosa Inu, Wolf Hybrid, Wolfdog, XL Bully, or any dog crossbred with any of these breeds.

    From 25th June 2024, we do cover the following breeds and crossbreeds of dog: Akita, Cirneco dell'Etna, Dogue de Bordeaux, Japanese Akitas, Korean Jindo, Mexican Hairless, Neapolitan Mastiffs, Northern Inuit/Eskimo Dog, Portuguese Podengo, Seguguio Italiano, Shar Pei and Utonagan, but we do not cover them for Third Party Liability.

    If you bought a policy before 25th June 2024, Akitas, Japanese Akitas and Neapolitan Mastiffs, and crossbreeds of these dogs are excluded from Third Party Liability cover.

  • RSPCA Pet Insurance insures cats, dogs and rabbits.

  • We understand that people's income can be affected by changes in their personal circumstances. If you need help to make a premium payment, RSPCA Pet Insurance will do their best to help. If you'd like to speak to RSPCA Pet Insurance, please make sure you call the correct number related to your policy. You'll find your policy number on your Certificate of Insurance.

    If your policy number begins PETRS, please call RSPCA Pet Insurance on 0344 543 1008.

    If your Policy number is 8 digits and begins with 5, please call us on 03301 348576.

    Have your policy number to hand, you'll find this on your Certificate of Insurance, and RSPCA Pet Insurance will be happy to discuss your circumstances with you.

    If you're facing financial difficulty and need support or guidance, the Money Advice Service offers a free Money Navigator Tool that gives you action plans based on your own situation.

    You can also receive free and impartial debt advice from not-for-profit debt advice services, who can be contacted by internet, phone or face-to-face.

  • Yes, there are upper age limits on new policies. For cats, the age limits are from 8 weeks up to their 10th birthday. For dogs, the age limits are from 8 weeks up to their 8th birthday, or for the breeds listed below, it's their 5th birthday. If you have a rabbit, the age limits are from 8 weeks to their 5th birthday.

    If you insure your pet before these ages and renew every year without a break in cover, RSPCA Pet Insurance will continue to insure them as they get older.

    Beauceron, Bernese Mountain Dog, Bulldog, Bullmastiff, Deerhound, Dogue de Bordeaux, Estrela Mountain Dog, Giant Schnauzer, Great Dane, Irish Wolfhound, Leonberger, Mastiff, Neapolitan Mastiff, Newfoundland, Old English Bulldog, Old English Sheepdog, Poodle (Standard), Pyrenean Mountain Dog, Rhodesian Ridgeback, Rottweiler, Shar Pei, St Bernard, Standard Poodle, Tibetan Mastiff, Utonagan.

  • If you need to contact us about your pet insurance policy, please make sure you call the correct number related to your policy. Please be aware if you call the wrong number, our colleagues won't be able to help with your policy, so please double-check your policy number first. You'll find your policy number on your Certificate of Insurance.

    If your policy number begins PETRS, please use the following details:

    Call us on 0344 543 1008
    Monday to Friday 8.30am – 6pm, Saturday 9am – 1pm
    Alternatively, you can log in to the RSPCA Pet Portal and message us on the 'Need help?' page.

    If your Policy number is 8 digits and begins with 5, please use the following details:

    Call us on 03301 348576
    Phone lines are open: 9am - 5pm (Monday to Friday)
    Email us: help@rspca-petinsurance.com 

    Calls from mobiles and landlines will be charged as part of your inclusive call minutes; if inclusive minutes aren’t available, you’ll be charged the national call rate.

  • It's always our intention to provide a first-class level of service. However, RSPCA Pet Insurance does appreciate that occasionally, things do go wrong. We want to hear from you so that we can put things right.

    Please ensure that when you're raising your complaint, you use the correct details related to your policy number. You'll find your policy number on your Certificate of Insurance.

    If your policy number begins PETRS, please use the following details:

    Phone: 0344 543 1008.
    Post: RSPCA Pet Insurance, Customer Relations Department, Pinnacle House, A1 Barnet Way, Borehamwood, WD6 2XX

    If your Policy number is 8 digits and begins with 5, please use the following details:

    Email Claims: claims@rspca-petinsurance.com
    Email Pre-sale & Administration: help@rspca-petinsurance.com
    Phone: 03301 348576
    Post: RSPCA, FREEPOST PetAdmin

    You can contact the Financial Ombudsman Service for free and impartial advice at any stage of your complaint. For further details, please contact them on the details below:

    Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
    Phone: 0800 023 4567

Your cover

  • Your policy will last for 12 months. If you choose to renew, it will then be valid for the next 12 months.

    Any renewal of your policy is at our pet insurer's discretion. If they offer a further period of insurance they will be entitled to change the premiums, excess, conditions or to apply exclusions. There's no limit to premium increases. These could be significant to you each year and over the policy's lifetime. If a claim is paid on your policy, your premium could double at renewal.

  • Yes, you need to keep your pet's vaccinations up to date in line with your vet's advice. Our pet insurer will not pay a claim resulting from an illness that your pet should have been vaccinated against.

    Please see the Policy Wording for full details.

  • As an RSPCA Pet Insurance customer, you can get a free consultation with a fully qualified vet team 24/7 and get professional advice without putting your pet through the stress of a vet visit.

    It's important to take your pet to the vet if it's injured or needs medical assistance. Still, our vet team may be able to help you with vomiting and diarrhoea, potential poisoning, coughing and sneezing, itching and skin problems, minor injuries and accidents.

    If your pet is in acute distress, contact your vet immediately.

    If your policy begins with PETRS, you can call or live chat with our Petcall team through the RSPCA Pet Portal.

    If your Policy number is 8 digits and begins with 5, you can book a FirstVet appointment here.

    Please make sure you contact the correct vet team related to your policy number; they will need to confirm it. You'll find your policy number on your Certificate of Insurance.

  • Yes, dental treatment is covered. The treatment covered will depend on your policy. For example, cover may be limited to treatment for an accident only with an Accident Only policy.

    Your Policy Wording contains more details on what your policy covers.

  • No, our policies do not cover pre-existing conditions.

    A pre-existing condition is any condition that has been identified or investigated by a vet, or that has the same diagnosis, clinical signs or symptoms as a condition known to you, before you take out insurance.

    Take a look at the Policy Wording on the Product Documentation page for the policy you have chosen for the full definition.

  • If you cancel within the first 14 days of the policy and have not made a claim, you will receive a full refund.

    After the first 14 days, you may receive a partial refund if you paid annually but this will depend if you've made any claims.

    If you pay monthly and have made a claim you may need to continue to pay the monthly premiums until the full premium has been paid.

  • You can pay monthly or annually by Direct Debit.

  • You are free to cancel this policy at any time. If you cancel within 14 days of buying your policy, we'll refund your premium in full, provided you have not made any claims. Please use the following instructions if you wish to cancel your policy, be aware there are different methods to cancel depending on your policy number. You will find your policy number on your Certificate of Insurance.

    If your Policy number is 8 digits and begins with 5, you can contact us to cancel your policy using the following details:

    Phone: 03301 348576
    Email: help@rspca-petinsurance.com
    Post: RSPCA FREEPOST PetAdmin

    If it is more than 14 days since you bought your policy, you must send us written notice via email or post to cancel. If you cancel the policy prior to the renewal date and have paid an annual premium, you will receive a pro-rata return of the premium, provided that no claim has been made during the current period of insurance. If you're paying by monthly instalments, no refund of the premium is given.

    Please note: A refund may not be given if a claim has been submitted or there has been an incident likely to result in a claim during the current period of insurance. If you're paying your premium by monthly instalments, you may have to continue paying these until the premium is paid in full.

    If your policy is sadly being cancelled following the death or loss of your pet, the outstanding balance of the yearly premium due will be deducted from any claim settlement made.

Claims

  • Vet Pawtal is our online claims platform designed specifically for vets and to help take the stress out of submitting claims.

    Once your pet’s been treated, your vet will be able to submit the claim on your behalf, including all the necessary details, medical records and invoices. Vet Pawtal makes claims much quicker and saves you from any paperwork.

    If your vet isn’t registered for Vet Pawtal, don’t worry, you can submit claims in the RSPCA Pet Portal.

  • If you need to make a vet fee claim and your policy number begins with PETRS (you’ll find it on your Certificate of Insurance), your claims can be handled directly by your vet via Vet Pawtal, our online platform that makes claims quick, easy and hassle free for you. Once your pet has received treatment, you can ask your vet to submit the claim via Vet Pawtal, and they’ll take care of it.

    If your vet isn’t registered for Vet Pawtal, you can submit claims in the RSPCA Pet Portal. Log in and go to the 'Claims' page, complete the online form including details on your pet's condition and the vet's information, and we'll take it from there.

  • If you need to make a claim on your RSPCA Pet Insurance policy, the insurer will do everything possible to deal with your claim promptly and in a caring way.

    Please contact Covéa Insurance on 03301 348576 or via email: help@rspca-petinsurance.com

  • Yes, the insurer can pay either you or the vet directly. If you’ve already paid for treatment, your vet can select that we pay you. We’ll pay the claim to the account linked to your Direct Debit.
       
    Alternatively, if it’s been agreed with the vet; we can pay them instead.  

  • You or your vet should submit your claim as soon as possible.

    Our claims process is different depending on how the claim was submitted. The fastest claims process is when claims are submitted in Vet Pawtal.

    1. Claim submitted: Once your pet has received treatment, your vet will submit the claim in Vet Pawtal.  

    2. Claim received: Your vet will have provided us all the information, medical records and invoices to process the claim. 

    3. Pending approval: Our assessors will review the claim and come to a decision. On average, it takes 5 days to assess a claim. 

    4. Claim processed: Once your claim is processed, we’ll let you know the outcome.  

    When you make an online vet fees claim in the RSPCA Pet Portal, your claim will go through five steps: 

    1. Submitting a claim: Once your pet has received treatment, you can submit your claim. All you need to do is answer a few questions, give us your vet's details and tell us who we need to pay.
     
    2. Awaiting vet completion: On average, vets come back to us in 8 days. We'll chase your vet on days 5, 10, and 15 if we haven't had a response. 

    3. Claim received: Your vet will have supplied us with the information we need to move forward.
     
    4. Pending approval: Our assessors will review the claim and come to a decision. On average, it takes 5 days to assess a claim, but sometimes this can take longer if we need more information. 

    5. Claim completed: Once your claim is fully assessed, we'll let you know the outcome. 

    If you submit a paper vet fees claim form, it takes longer as we rely on the vet to complete and post it back to us. 
    During the claims process, you can keep up to date with the Portal's Claims Tracker, and we'll also send updates to the Portal's 'Messages'. If you're signed up for SMS, we'll also send you text messages.

    If you receive your documents in the post, and your claim was submitted via Vet Pawtal, we'll keep you updated with text messages and emails because the claims process can be so quick. This doesn’t affect your preferences for all other communications. For claims submitted in the RSPCA Insure Hub and for paper claim forms, we’ll keep you updated with letters.

    Click here to log in to the RSPCA Pet Portal

    If your policy number is 8 digits and begins with 5, please make sure you return your claim form signed by both you and your vet all supporting invoices.

  • No, RSPCA Pet Insurance doesn't offer pre-authorisation.

  • Complementary treatments are covered by your RSPCA Pet Insurance policy. These include physiotherapy, acupuncture, homeopathy, osteopathy, hydrotherapy, chiropractic treatments etc. recommended by or carried out by your vet or an appropriately trained person. Your Policy Wording contains more details on your cover limits.

    The Accident Only policy does not cover complementary treatments.

  • How much you will have to pay towards your claim will depend on your policy.

    If your policy number begins with PETRS and your pet is under the upper age limits of your policy, the set excess for vet fees is £125 for cats and dogs, and for rabbits, it's £60. If you bought your policy via a price comparison website, the set excess would be £140. At the renewal, after your pet reaches the upper ages of their policy, the excess will be the set excess or 25% of the claim amount, whichever is more.

    You can find your excess on the homepage of The RSPCA Pet Portal or on your Certificate of Insurance.

    If your Policy number is 8 digits and begins with 5, and your pet is under 7 years old, the excess for vet fees is £100. If your pet is over 7 years old, the excess for vet fees is £100, plus 10% of the remaining costs of treatment per injury or illness.

    There are other fixed excesses that apply to other treatments. Please see the Policy Wording on the Product Documentation page for full details.

RSPCA Trading Ltd is an introducer appointed representative of Pinnacle Insurance Ltd. Pinnacle Insurance Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (register number 110866). Registered Office: 4th Floor, Limelight, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH. RSPCA Pet Insurance is a trading style of and arranged, administered and underwritten by Pinnacle Insurance Ltd.

RSPCA Trading Ltd and Pinnacle Insurance Ltd are not part of the same corporate group. The RSPCA name and logo are trademarks of the Royal Society for the Prevention of Cruelty to Animals (RSPCA) and used by Pinnacle Insurance Ltd under licence from RSPCA Trading Limited, which pays all its taxable profits to the RSPCA. The RSPCA is a registered charity number 219099 helping animals throughout England and Wales.