Coronavirus and pets - advice, pet insurance and how we can help our Policyholders
You may be worried about coronavirus (Covid-19) and what this means for your cat or dog.
So we want to let you know that the safety and well-being of you and your furry friends is really important to us so we’ve pulled together a few frequently asked questions that we hope will help.
What do I do if my pet gets poorly?
We have a 24 hour Vet Advice Line service with unlimited access to a veterinary support and advice service if you have concerns about an insured pet’s health or welfare. This is provided by a team of veterinary nurses who are on hand to help, even if you’re stuck at home.
If you have any concerns you can call the free phone number and they can give advice and clear instructions on what to do next – as most issues don’t require an immediate trip to the vet. The service is provided by Vetsdirect Limited and is available 24 hours a day, every day of the year. Please call 0800 197 0922* quoting your pet policy number.
How do I contact you?
Our customer service team are operating slightly reduced hours to help protect our employees during the outbreak. They're available on 0370 060 0071* and lines are open 9am to 5pm Monday to Friday, closed Saturdays and bank holidays.
*Calls may be recorded and monitored. Call charges will vary for 03 numbers.
If you need to make a claim, you can find out how on our claims page.
For anything else, you can submit requests by emailing firstname.lastname@example.org.
Here are some of our other guides that may help during this time:
Can cats and dogs catch and spread coronavirus?
The World Organisation for Animal Health says that some cats and dog have tested positive for Covid-19. However, they appear to be isolated cases where the pet had close contact with a human who had coronavirus.
It stresses there is no evidence that pets have spread the disease and there is no justification in taking measures against pets that may compromise their welfare. The predominant route of transmission remains human to human and pets can’t spread the virus.
Other strains of coronavirus can occur in pets and humans but these don’t cause severe or long-term issues.
Vets and pet owners should follow Public Health England and NHS advice and guidance
Does our pet insurance cover coronavirus?
All of our policies (excluding Accident Only) will cover vet fees should your pet become unwell.
While pets are thought to be a low risk from Covid-19, our insurance policies do not exclude specific viruses so we would cover a new claim for vet treatment for it.
Our vet fee policies (excluding accident only) have some level of emergency boarding cover. This can be used to cover the cost of pet boarding, a cattery, kennel or pet sitting if you have an unexpected stay in hospital.
Check your policy to see how much cover you have under the 'emergency boarding' section. You can see all our policy documents here.
Our cover requires you to keep your pet’s vaccinations up to date as recommended by your vet, but the current situation makes it impossible for all owners to do this. We wouldn’t therefore use this as an excuse to not pay a claim.
Have we been affected by coronavirus?
To protect our staff and everyone else from the spread of COVID-19 we’re running reduced contact services and are prioritising our Existing Customer and Claims calls. As a result we are temporarily pausing the sale of new policies via our Contact Centre, you can still purchase online via our website.
We know some customers will be dealing with disruptions to their day-to-day routine, so we are working hard to ensure we continue to provide the best service possible. As a tech-focused company, our team is able to work remotely and support customers. Our customer services and claims team will be on hand to help should you have any questions.