Need to make a claim?

If you need to make a pet insurance claim, we’re here to help and want to make it as easy as we can. We’ve outlined the options below.


You can take a look at your policy documents to check exactly what you're covered for.

If you're looking for advice, you can contact the 24/7 Vet Helpline before taking your pet to a vet. They could provide a quick answer and they will recommend if your pet needs treatment.

Please be aware that we typically aim to process claims within four weeks once all supporting information has been provided. However, we are currently experiencing delays. As a result, it may take longer than usual to process your claims.

We sincerely apologise for any inconvenience this may cause. Please rest assured that our team is working hard to speed up the process and improve our response times as soon as possible.

Depending on your vet, your claim will be handled in one of two ways.

1. VET SUBMITS CLAIM

Your vet submits the claim online, on your behalf

  • Ask your vet if they can submit a claim on your behalf.
    This can vary depending on the practice, but we're always happy to pay you or your vet directly, to make the process as easy as we can.
    Your vet can submit the claim here

    Your vet will need your policy number to submit the claim.
  • If the vet can't submit the claim, you will need to submit the claim. (Option 2)

2. YOU SUBMIT CLAIM

You pay upfront and submit your claim online

If your vet is unable to submit your claim directly, they may ask you to pay the bill upfront. You'll then need to submit your claim, following the steps below.

Making a claim is easy!
  • Simply start your online claims journey and follow the onscreen instructions.
  • Make sure you have your policy number to hand along with any invoices, which your vet should be able to give you.

What happens next?

Once your claim has been confirmed and accepted; a direct payment will be made to you, or your vet minus any excesses.

Please check your policy schedule for the excess amount you will need to pay, when you make a claim.

If you need to contact us

Please call

0345 165 0928

It's quick and easy to make a claim through your vet or online.

If you need to speak to someone about a new or existing claim, just give us a call and we'll be happy to help.

Lines are open: Mon to Fri 8:00am - 8:00pm and Saturday 9:00am - 2:00pm.

Claims

Making a claim is easy. Simply start your online claims journey and follow the onscreen instructions. Or, your vet can submit your claim

Alternatively you can call us on 0345 165 0928, Mon-Fri 8.00am - 8:00pm and Saturday 9.00am - 2.00pm.

Please have your policy number and all your claims information to hand.

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
2nd Floor, 5000 Lakeside
North Harbour
Western Road
Portsmouth
PO6 3EN

Once you have submitted your claim online 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:

Amount claimed   £500
Less fixed excess £90 £410
Less percentage excess 20% =
£82.00		 £318
Total excess paid by you £172  
Total paid by us   £318