Pet insurance

In order for us to be able to provide cover, your pet has to be at least 8 weeks old at the start of your policy.There is no upper age limit, so we don't stop providing cover when your pet gets older, as long as you've been continuously covered by us.

If death occurs by illness we will only cover up to the Age of 8 for Dogs and 11 for cats.

Unfortunately, we are unable to provide cover for pre-existing conditions through our pet insurance policies. Please see our policy documents for further information.

Yes, you can still buy a pet insurance policy if your pet is not vaccinated. However, we will not cover unvaccinated pets for illnesses that could have been prevented through vaccination.

For accidents, your cover starts 48 hours after your policy start date. However, you won't be able to make a claim for illness within the first 14 days of your cover.

Your documents will be sent to you by email or by post, if you prefer. When your policy is due for renewal, your renewal letter, along with your schedule of insurance and policy wording, will be either emailed or posted to you (depending on your preference) 21 days before your renewal date.

If you wish to make a complaint about the sale of your policy, service received or a claim, you should contact us on 0345 165 0928, lines are open Monday to Friday 8am – 8pm, Saturday 9am-2pm.  Alternatively, you can email us at service@pet.ageas.co.uk

Write to:

Ageas Pet Insurance
The Complaints Manager
2^nd Floor, 5000 Lakeside
North Harbour
Western Road
Portsmouth
PO6 3EN

We will try to resolve your complaint by the end of the third working day and will send you a summary resolution letter. If unable to do this, we/your insurer will write to you within five working days to update you on the progress of your complaint and let you know who is dealing with the matter. Within eight weeks of receiving your complaint, you will receive a final response or, if this is not possible, a reason for the delay plus an indication of when a final response will be provided.

Unfortunately we don’t have an online portal facility at the moment but we are continuing to review our customer journey and it is something we would like to offer soon. In the meantime, If you would like to make a change, cancel or discuss your policy please contact us on 0345 165 0928, lines are open Monday to Friday, 8am–8pm, Saturday 9am-2pm. Alternatively, you can email us at service@pet.ageas.co.uk .

You can cancel your policy at any time. If you want to cancel in the first 14 days, providing you have not made a claim you will receive a full refund of your paid premium.

If you want to cancel after this time then you will be charged for the time your pet has been insured. If you have made a claim on your policy and you want to cancel then the full premium for the year will become due.

If you would like to cancel please call 0345 165 0928, lines are open Monday to Friday, 8am – 8pm, Saturday 9am –2pm.

You do have the option to change the payment date to suit you, however you will need to wait until your first instalment has cleared before you can do this.

If you would like to make a change to your payment date please contact us on 0345 165 0928, lines are open Monday to Friday 8am–8pm and Saturday 9am-2pm.

We’re here to help, please contact our friendly call centre on 0345 165 0928, lines are open Monday to Friday 8am-8pm, Saturday 9am-2pm.

If you would like to make a change, cancel or discuss your policy please contact us on 0345 165 0928, lines are open Monday to Friday, 8am–8pm, Saturday 9am-2pm.

When you go through the quote and buy journey, your details will go through a validation process to ensure the details we hold for you are correct. If anything has recently changed, such as your address, surname etc, then the website won’t give you the option to pay by direct debit.

Please call us on 0345 165 0928 to discuss this with a member of our team.

If you need to make a claim on your pet insurance policy you can call us on 0345 165 0928 (Mon to Fri 8:00am - 8:00pm and Saturday 9:00am - 2:00pm). Alternatively, you can download our claim form, print it, fill it out with the help of your vet and email it to claims@pet.ageas.co.uk. A member of our claims team will get in touch with you as soon as possible.

You can select this when you make your claim. If your policy is being paid by Direct Debit from your account, then you have the option of being paid by BACS (Bankers Automated Clearing Services) direct into your bank account. Payment can also be made by BACS to your vet, if they wish; their payment details just need to be added to the corresponding section on the claims form. Please note that an excess is deductible for all claims, as stated in your policy documents.

If you wish to make a complaint about any aspect of your claim, you should contact the claims team to discuss your complaint. You should contact us on 0345 165 0928 lines are open Monday to Friday 8am – 8pm, Saturday 9am -2pm.

Alternatively, you can email us at service@pet.ageas.co.uk

Or write to us:

Ageas Pet Insurance
The Complaints Manager
2^nd Floor, 5000 Lakeside
North Harbour
Western Road
Portsmouth
PO6 3EN

Once you have submitted your claims form you will receive a notification confirming that we have received your claim and it is being processed. We aim to handle claims within 10 working days but on occasion this may be longer as we may require further information. If you have any questions in relation to an existing claim please contact us on 0345 165 0928 lines are open Monday to Friday 8am – 8pm, Saturday 9am -2pm.

The policy excess is the amount you have to pay towards the cost of a claim. The vet fees excess is made up of a compulsory flat excess plus any additional voluntary excess amount you have chosen. The excess applicable to you can be found in your policy schedule.  

You will also be required to pay a percentage excess towards the costs of the veterinary fees for dogs over 6 and cats over 8 years old. This amount will be deducted from any claim’s settlement.

The example applicable to Essentials,
Classic or Extra products:

You should receive your renewal invite 21 days prior to your renewal date. If you have not received it, please contact us on 0345 165 0928, lines are open Monday to Friday 8am–8pm, Saturday 9am-2pm.

There are multiple factors that can affect your premium. These include, but are not limited to;

1. The age of your pet, as your pet ages the risk of them becoming ill increases
2. Your claims history, if your pet has been unwell and you’ve had to make a claim this may indicate that you’re more likely to claim in the future and will impact your premium
3. Advancements being made in veterinary treatments and inflationary increases both impact the cost of treatment and medication, which inevitably have an impact on insurance premiums

Depending on where you have obtained your quote, some comparison sites will offer a new business discount which will apply to your policy in the first year – this discount will not apply at renewal.

Additionally, new policies generally contain a waiting period before your cover actually starts and will often exclude anything your pet has shown symptoms of, or has been treated for, prior to your policy starting. As renewals do not have these terms, the higher premium reflects the higher risk being carried by the insurer compared to a brand-new customer.

It is also important to check that all of the details you have entered match those on your current policy including your pets breed and date of birth, also check that the cover level and excess is the same.

Ageas offer a range of policies you can switch between so if you are looking to reduce your premium, but keep existing conditions covered, contact us now to see your personalised options and specific terms that would apply on 0345 165 0928.

No, this ruling only applies to home and motor insurance.