Pet insurance FAQs
Frequently asked pet insurance questions
You may have seen in the media that RSA will stop offering MORE THAN home, pet and landlord insurance to new and renewing customers from mid-2024.
Your existing policy will continue to operate as normal and the way you contact us remains the same.
We have created a help page with FAQs to answer any questions.
Please read your schedule carefully for details of how the excess applies to each of your pets.
For more information, you can refer to the pet insurance policy wording. You can also contact us.
Yes, you can view the pet policy documents online.
If you got a quote on our website, your quote reference number will be displayed above your price. We'll also send you a quote confirmation email which will also contain your quote reference number.
If you still can't find your quote reference number, please get in touch.
Some cover comes as standard with our pet insurance policies. For example:
- Vet fees*
- Emergency boarding fees. This feature applies when your pet needs to be looked after if you are hospitalised for a period longer than 4 days
- Liability cover (dogs only)
It's important to check the policy wording carefully before taking out a policy to make sure the cover meets your needs.
Exemptions usually include cover for routine check-ups, pre-existing conditions and behavioural problems.
Visit our pet insurance page to find out more about MORE THAN Pet Insurance cover.
*Our cover levels include vet fees/medical cover for both accidents and illnesses.
We have 3 levels of pet insurance cover to choose from: Premier, Classic and Basic. You can find out more about our cover levels on our Pet Insurance page or when getting a quote.
Premier is our lifetime cover option for accidents and illnesses up to your chosen vet fee limit. Our Premier cover includes both one-off and ongoing treatment. We reinstate your vet fee limit every renewal, as long as you renew your policy each year and there’s no break in cover.
Classic cover also covers ongoing and one-off illnesses. This cover could go on for years until your chosen limit has been reached, as long as you renew with no break in cover.
To find out more about our different cover options, get a quote or contact us.
You could help reduce the cost of your pet insurance by:
- Choosing a higher excess: Your premium is likely to decrease if you’re willing to pay a higher excess on any claim you make. But keep the excess affordable in case you have to claim
- Take out a multi-pet policy: We offer a 10% discount for each pet your insure on the same policy
Different pet policies have different time and vet fees limits:
Basic
Help paying vet bills for accidents and short-term illnesses, but not ongoing treatment.
After reaching your vet fee limit or 12 months of treatment, you’ll no longer get help paying vet bills for that accident or illness.
Classic
Help paying vet bills for treatment until you reach the vet fee limit for that accident or illness. Both short-term and ongoing treatment is included.
Once the vet fee limit is used up, you will no longer get help paying vet bills for that accident or illness.
Premier
If you took out pet insurance with us after 20 March 2022, your pet is covered for accidents and illnesses. Reoccurring and ongoing treatment is covered up to your chosen vet fee limit each year.
Our Premier insurance covers both short-term and ongoing treatment until the vet fees limit is used up each year. You can continue to claim for the same or new treatment each year. The vet fees limit resets to use again each time you renew.
If you took out a pet insurance policy with us before 20 March 2022, different limits may apply. More details on the vet fee limits that apply to your policy can be found in your schedule. If you’re unsure, contact us.
Find out more about our cover levels.
The price you pay is determined by many factors. Some key factors that affect the price may include the policy type, the type and breed of your pet, and their age. Get a quote.
Yes, you can take out a policy that starts immediately subject to waiting periods for accidents and illnesses.
However, you cannot claim for an illness within the first 14 days of the policy start date.
You also cannot claim for accidents within the first 48 hours of the policy start date.
MORE THAN pet insurance covers boarding your pet in a kennel or cattery if you are hospitalised and are unable to look after them. There is a minimum number of days you need to be in hospital for to be able to claim.
You can still get a pet insurance policy with MORE THAN, but it will not cover pre-existing conditions. These are health issues, concerns, illnesses and injuries that you or your vet were aware of before you took out the policy.
We usually cover hereditary and congenital conditions unless the signs appeared before the policy or within the first 14 days. Always check policy terms before making a claim.
If you would like to find out more about a specific condition, please contact us.
We won't stop insuring your pet just because they're getting older. However, claims due to the death of your pet as a result of illness will be excluded once they have turned 9 years old.
If you need more information, please contact us.
Our policies do not provide cover for commercial breeding related conditions. This includes conditions related to pregnancy, giving birth and rearing puppies or kittens.
Commercial breeding means the pet is used for breeding more than twice in their lifetime.
You must have your dog vaccinated against distemper, hepatitis, leptospirosis and parvovirus. Your cat must be vaccinated against infectious enteritis, cat flu and feline leukaemia. If your pet is not vaccinated, we will not pay any claims that result from any of the above illnesses.
Yes, if the antibiotics are given for an illness or injury that is covered by your pet insurance. Conditions and exclusions apply.
Our pet insurance covers diabetes if the illness develops while your pet is insured with us. This is up to the policy limits. If the diabetes is pre-existing, this would not be covered by MORE THAN insurance.
No - your pet insurance will not cover any pregnancy related claims.
When you start a pet insurance quote online, our breed list shows the breeds of cats we insure. We insure most breeds of cat, so just type in the name of your cat's breed and we'll confirm whether we insure it.
However, if your breed of cat isn't listed, please contact us and we will see if it is a breed we can insure.
We don’t offer cover for general dental hygiene and care. Cover for teeth and gums that are damaged in an accident is included in all 3 of our cover levels.
No, unfortunately, our pet insurance doesn't cover pre-existing conditions. These are health issues that your pet had before getting the insurance policy.
By 'pre-existing,' we mean health concerns that you or your vet were already aware of or treated, including any noticed symptoms.
Yes - we have no upper age limit on the cats we insure.
Unfortunately, we are unable to offer insurance to breeders.
We insure a very wide range of dog breeds. If your dog's breed is on our breed list we will be able to provide cover.
You will not find any pedigree, cross, or mixed breed of any of the following as we do not insure them:
- Pit Bull
- Pit Bull type
- XL Bully
- Japanese Tosa
- Fila Brazileiro
- Dogo Argentino
- American Bulldog
- Wolf or Wolf hybrid
If you have a cross or mixed breed dog, please check that all the mixes or both crosses are on our breed list. If you can't find them, please contact us to check whether we can cover your pet.
For any other breed that you can't see listed, please contact us as without our agreement you will not have cover.
No, MORE THAN dog insurance does not cover neutering or spaying.
Claims due to the death of your pet as a result of illness will be excluded once they have turned 9 years old.
Pet insurance for pets over 9 can be more expensive. Like us, as pets get older, sadly they're more likely to get ill.
If your puppy gets ill or injured unexpectedly, puppy insurance can help. You can claim to help pay for the vet bills, so you can focus on your puppy, rather than worrying about finances.
You can insure your puppy from 8 weeks old.
Keep your puppy's tail wagging by:
- Feeding them a complete dog food for a healthy and nutritional diet
- Routinely exercising them
- Keeping their minds busy with mental stimulation
- Taking them for regular vet check-ups
- Vaccinating your puppy against common dog illnesses
- Grooming them regularly
- Keeping up good dental care
- Covering them with puppy insurance in case they become ill or injured
No, dog and puppy insurance do not cover vaccinations. Our helpful vaccination guide explains vaccinations and how to pay for them.
Puppies are playful and can sometimes be accident prone or develop an illness.
Insuring your puppy could provide peace of mind in the event of accidents or illness.
If you have more than 1 pet, we'll give you 10% off each pet you insure with us on the same policy. The discount is applied automatically. Find out more about our multi-pet discount.
When you buy online you can add up to 3 pets to a policy, but should you wish to add more please contact us.
Yes, you can insure multiple cats with our multi-pet option. You can insure as many as 3 cats on one policy online or up to 10 cats through our call centre. For each cat (or dog) you add, you will receive a 10% discount.
The discount is applied automatically.
Yes, you can add both cats and dogs to the same multi-pet insurance policy.
Yes. If you would like each pet to have a different cover level, please call our customer service team. You will still receive a 10% multi-pet discount. If you buy your policy online, your pets must have the same cover level.
Yes. If you would like to add a new pet to an existing pet insurance policy, please call our customer service team. You will still receive a 10% multi-pet discount.
You can add up to 3 pets to the same policy online or more pets if you call our customer service team.
You can still get a multi-pet insurance policy with MORE THAN, but it will not cover pre-existing conditions. These are health issues, concerns, illnesses and injuries that you or your vet were aware of before you took out the policy.
No, our multi-pet insurance is for cats and dogs only.
If you'd like to make a change to your pet policy details, please contact us.
To change details on your policy, please contact us.
Sorry, at the moment we do not offer an online account area for pet insurance customers.
To make any changes to your policy, please contact us.
To cancel your policy you'll need to get in touch with us.
If you’re thinking about changing your pet insurer, there are a few things you may want to consider:
There's usually an exclusion period when you can't claim after buying your policy. It means that if your pet needs treatment in this time period, you may not be covered for the treatment fees.
Many pet insurance policies don’t provide cover for ongoing treatment caused by a previous illness or an accident. This is known as a pre-existing condition.
Your new insurer may not cover claims for a one-off or ongoing illness your pet had before you took out their policy.
Copies of policy documents usually take between 7 to 10 working days to arrive by post.
Yes, you can contact us to request your policy documents in different formats.
We show your previous year’s price on your renewal invite, along with your renewal price. This will help you to compare prices based on the same cover.
Our claims data shows that the cost of looking after your pet's health doubles every 4 to 5 years. That's why your renewal price increases each year and your excess may go up when your pet turns 9. This will apply even if you haven't had to make a claim.
Unfortunately, once a pet has been taken ill, in general they're more likely to get ill again. That's why, if a claim is paid, the price you will pay next year can double.
It’s important you budget for renewal prices to increase as your pet gets older. How much they go up is different for everyone and depends on things like your pet’s breed, their age and health.
There is no limit to how much your renewal price can increase over time.
You may also have had an introductory discount that only applies to the first year of your new policy.
Please read your schedule carefully for details of how the excess applies to you and your pet.
If you made any changes to your policy during the year, the price shown may not match what you paid at the start of the year. That's because we've applied the cost of any changes you made to the whole year.
We’ve done this to allow you to make a like for like comparison with your renewal price. We've shown you the amount that you would’ve paid a year ago with the cover you have at the time you’re renewing your policy.
We’re showing your total price as we want you to be able to make an easy comparison. We show an annual cost because your monthly payments might change if you amend your policy during the year.
On your renewal invite we’ve told you:
- How much your annual price is if you choose to make a one-off payment
- Your monthly Direct Debit amount
- The total amount this will be across the whole year
In your schedule, you’ll find a detailed breakdown of your price and what’s included in your policy. It will also include any additional cover options you chose. This will help you compare your policy should you wish to shop around.
Please be aware that some of our policy benefits may only be available to our existing customers. You should consider this in your comparisons.
If you pay monthly for your pet policy, your payment schedule will be included in your new welcome pack or last renewal pack.
Your payment schedule details how much you're paying over the year and your payment details. If you don't have either of these to hand and need a new copy, please get in touch.
If you have missed a payment for your pet policy, you can simply contact us and we can take the payment over the phone.
Just tell us the details of the debit or credit card you want the payment to be taken from and the amount you want to pay.
Terms and conditions apply depending on how long the payment has been missed.
If you wish to split your payment over 12 months, you can switch your payment type to Direct Debit with no extra charges. To amend your payment date, contact us.
If you pay annually it means you'll pay for your policy in one go and only have to pay once a year.
When you buy your policy we'll ask you for details of the account you want the payment to be taken from. You'll also be given the option to store these payment details to make it easier to pay for your renewal.
You'll always be sent details of your renewal a few weeks before the renewal date. You'll be able to review and pay for your new policy using different payment details. Please note that any breaks in cover will mean your pet is no longer covered for any pre-existing illness or treatment.
You'll also be given the option to store these payment details to make it easier to pay for your renewal.
To discuss the payment of your policy please contact us.
The credit or debit card payment is taken between 24 to 48 hours later and will appear as RSA on your bank statement.
Please don’t cancel your payments without speaking to us first, as we may be able to help.
Depending on your situation, there may be ways we can help you manage your payments. The important thing is to make sure you don’t end up uninsured.
You can talk to us about your concerns and we'll be able to explain the options that may be available to you.
How to get in touch
You'll find our opening hours and the different ways you can get in touch by visiting our contact us page.
We also have further information which may help if you have money worries. This includes details of organisations that provide free, independent advice.
We aim to process your claim as quickly as possible. Sometimes claims can take longer if we need more information from you or your vet.
If your vet is happy for us to pay them direct then we are able to do so (excess applies). You will need to let us know on the claim form.
If the accident was minor you can call vetfone for support and advice. If they advise you take your pet to a vet, they can help you find your nearest urgent treatment centre.
If your pet has been involved in an accident where their life is at risk or they're in pain, see a vet as soon as possible.
If your pet has seen a vet and you would like to start making a claim you can download the pet claim form.
For more advice you can also call our pet claims team.
If your dog or cat is micro chipped, contact the micro chipping company. They'll check to see if they’ve been handed in anywhere.
Contact your local animal rescue centres.
Also, ask your neighbours and put the word out on social media.
Our pet insurance can help with advertising and reward money if your pet goes astray. Lost and Found is included with Classic and Premier cover, and is optional with Basic cover.
If you bought your policy via a site such as Quidco/Topcashback, it can take up to 6 months to receive your cashback.
If you've not received your cashback after 6 months, please contact the cashback website directly. Our Customer Managers will not have access to the specific details of the offer.
For policies bought directly with us or a comparison website using our cashback offer, we'll pay you within 90 days of the start of your policy. If you haven't received your cheque after 90 days, please email us using the subject line 'Cashback query'.
Make sure you include your name, address, policy number and contact details.
As part of your policy, you have 24 hour freephone access to vetfone. vetfone is staffed by qualified RCVS vet nurses who can advise on all aspects of being a pet owner. From grooming and pet illness to feeding and behavioural advice. Find out more about vetfone.
You are covered for the cost of vet fees under your policy. This is subject to the amount of vet fees and whether the condition is covered under your policy. The amount you can claim depends on whether you have a Basic, Classic or Premier policy. It is also subject to the terms and conditions of your policy.
For more information, please refer to your policy schedule and documents. These were sent to you at the time of purchasing your policy.
Vet fees include the cost of:
- An examination
- Consultation
- Tests
- X-rays
- Surgery
- Medication
- Nursing care
- Physiotherapy
- Homeopathic medicine
These treatments and services must be provided by a vet or an employee of a vet practice who works under a vet's instruction.
It may be possible for your pet insurance to be transferred to a new owner. Please contact us to find out more.
Yes, you can still get a pet insurance policy with MORE THAN, but it will not cover pre-existing conditions. These are health issues, concerns, illnesses and injuries that you or your vet were aware of before you took out the policy.
When buying a pet insurance policy, you might qualify for more than one of our discounts. You do not need to do anything; we will take away any discounts from your final quote automatically.
Consecutively means we will remove the discounts one at a time.
You’ll only be able to claim for vet fees outside the UK, Isle of Man, and the Channel Islands if you have Pets Abroad Cover. Cover for vet fees abroad only applies to EU countries as defined by DEFRA.
Pets Abroad Cover is included with Classic or Premier cover levels. You can choose to add it if you have Basic cover.
We recommend you check latest government guidance for taking your pet abroad.
DEFRA recommends contacting your vet at least 4 months before travelling for the latest advice.
Contact us for further information. We’re here to help.