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Pet insurance

How to make a claim

RSPCA Pet Insurance understands how stressful it can be when your pet is sick. If you need to make a claim, please follow the instructions below. How you submit your claim will depend on your policy, so please read the instructions carefully.

Here's how the process will work

If you purchased your pet insurance policy after 04/09/2023 and your policy begins PETRS:

Your policy is covered by Pinnacle Insurance plc. You can submit your claim online using the RSPCA Pet Portal. You need to register for the portal before accessing all its features.

If your policy number is 8 digits long and begins with 5:

Make sure you claim the right way. If your policy number begins PETRS, submit your claim online.

If you have a Covéa policy with a policy number of 8 digits and beginning with 5, then call 03301 348576. Have your policy number ready.

If you took out a RSPCA Pet Insurance policy after 4th September 2023 and your policy number begins with PETRS, you're in the right place.

Get your claim settled as quickly as possible

Getting health care for your pet can be stressful. To help get your claim sorted as soon as possible, we recommend the following:

  • Make sure you claim the right way. If your policy number begins PETRS, submit your claim online.
  • If your Policy number is 8 digits and begins with 5, then call 03301 348576.
  • Have your policy number ready.
  • Before your pet is treated, check that your vet is willing to complete the claim form and supply us with supporting invoices and veterinary history.
  • Have as much information about the details of the claim as possible to hand, such as dates, receipts, and any other information as per your policy document.
  • Submit your claim as soon as possible.
RSPCA animal care assistant holding a kitten.

Excess and co-payments

Once your claim has been reviewed and approved, you will be required to pay any applicable excesses related to your insurance policy. The excess will either be deducted from any settlement made to you or if your claim is settled directly with the veterinary practice, they may require you to make the excess payment to them.

If your policy number is 8 digits long and begins with 5, your excess could be one of the following.

These can include:

  • A payment of £100 for each illness or injury treated under veterinary fees if your pet is aged under seven years old
  • A payment of £100 for each illness or injury treated under veterinary fees, plus a 10 % contribution towards fees if your pet is over seven years old
  • The first £50 or £75 of any claim made under Sections 8, 9 & 12 (please refer to the terms and conditions of your policy)
  • The first £250 of any property damage claim under Third Party Liability Compliance changes from Covea

For insurance policies beginning PETRS, you will find your excess in the RSPCA Pet Portal or on your Certificate of Insurance.

Frequently asked questions

  • There are two ways to claim: all new pet insurance policies taken out after 04/09/2023 are now covered by Pinnacle Insurance plc. All policies taken out before this date are covered by Covéa Insurance.

    So if you need to make a claim and you took your policy out after 04/09/2023 and your policy number begins PETRS, you can claim online in the RSPCA Pet Portal.

    If you took out a policy before 04/09/2023 and your Policy number is 8 digits and begins with 5, please call 03301 348576.

    You can find your policy number on your Certificate of Insurance.

  • 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 your pet should have been vaccinated against.

  • Yes, we can pay your vet directly if you are happy for us to do so. Before you get treatment, ask your vet if they are willing to complete the claim form and send us any supporting information we'll need to assess your claim.

  • Yes, we do not insure any dog that is required to be registered under the Dangerous Dogs Act 1991 and/or the Dangerous Dogs (Northern Ireland) Order 1991 or the Dogs (Muzzling) Regulations (Northern Ireland) 1991 or any amendments.

    We also do not insure any breed of dog listed in the Excluded Breeds detailed in the “General Exclusions" section of our policy document.

RSPCA Trading Ltd is an introducer appointed representative of Pinnacle Insurance plc. Pinnacle Insurance plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (register number 110866). Registered Office: Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire, WD6 2XX. RSPCA Pet Insurance is a trading style of and arranged, administered and underwritten by Pinnacle Insurance plc.

RSPCA Trading Ltd and Pinnacle Insurance plc 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 plc 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.