Pet insurance FAQs

You may have heard that RSA have stopped selling MORE THAN policies.

If you have an active (pet, home, motor or landlord) policy with MORE THAN, this will remain in place until it expires. RSA will contact you about your renewal before it's due.

For Pet Insurance, you will receive a new MORE THAN renewal quote however this will now be underwritten by AIGL.

For Home Insurance, you will receive a communication or renewal quote from either Admiral, or RSA

If you wish to query anything on your policy please get in touch.

The new policies will be similar to the current ones, however we will no longer be offering Accident Only policies. If you have one of these, EUI Ltd will be more than happy to offer you one of our other products. Your current cover will cease on the renewal date, so it's important you contact us following this letter to talk through your options. EUI Ltd are continuing to offer Time Limited, Maximum Benefit and Lifetime policies, all changes will be outlined in your policy documents.

We no longer offer Accident only policies. From your renewal date the policy will lapse. We will send communication to remind you of this, and you will need to take another policy in order for your pet(s) to be insured. We’re pleased to be able to offer a new policy on one of our other products that will cover any previous accident claims up to the same limit you currently enjoy, provided you accept a new policy with us. In addition, this will also offer cover for new Accident and Illness claims going forward.

Any ongoing claims already in process will be dealt with by RSA. Any new claims that occur after your policy end date will be dealt with by EUI Ltd provided you accept the revised policy from the policy end date. Any conditions that existed prior to the inception of your RSA More Than policy would not be covered with EUI.

If you need to submit a new claim prior to your renewal date, you can do so as normal by visiting the make a claims page.

Your premium may change due to factors such as your pet getting older, so the chance of your pet getting ill increases. Prices are reviewed annually, and EUI Ltd will let you know your new price, including what you paid last year as a reference

Around 60 days prior to your renewal you'll be sent a letter from RSA/More Than. Once you receive your letter, you need to decide if you want your personal details (which may include your bank account details if you pay by Direct Debit) passed to EUI Ltd. If you are happy for this to happen, you don't need to do anything. We will send you a quote for your pet insurance ensuring that you have continual cover.

If you don't want RSA/More Than to pass your personal details to EUI Ltd, please follow the instructions in your letter.

If you've already contacted RSA/More Than to opt out of your data being transferred, and would like to change your mind, please call RSA/More Than on 0330 102 3638 immediately to confirm you'd like your data shared with EUI Ltd. They'll then send your new policy details including the price and details of any changes between the old and new policy.

Please make sure you contact us prior to the renewal date.

You will receive the first letter around 60 days prior to your renewal date, with reminder sent closer to the renewal date.

While we hope you will stay with us again this year, you may be able to save money if you shop around. Please bear in mind that it's not just the insurance prices that vary. Even if another insurer is quoting a similar price to ours, the levels of cover and policy benefits they offer may be different. It's important that you compare carefully and choose the policy that meets your needs.

Please note, if you decide to take cover with another insurer, any breaks in cover or pre-existing conditions may not be covered with the new insurer and therefore you may not be able to claim for ongoing conditions. If you decide to not accept a new policy with EUI, then we will cease to honour any future claims.

Once you've received the new policy invite, if you decide you don't want to accept the revised policy, you just need to let our customer services team know by calling on 0333 777 7388.

If you'd like to make a complaint about the change in administrator, please contact help-sf@morethan.com

When you take out a pet insurance policy, some features come as standard. These include, but are not limited to, the following:

• Vet fees*
• Kennel and cattery fees/minding fees (if your pet needs to be boarded or looked after if you are hospitalised for a period longer than 4 days)
• Liability cover (dogs only)

It's important to check the small print when taking out a policy.

Exemptions usually include cover for routine check-ups, pre-existing medical conditions and behavioural problems.

Go to our pet insurance page to find out more about what MORE THAN pet insurance covers.

*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.

Some of the things you can do to reduce the cost of your pet insurance are:

Opt for a higher co-insurance amount: your premium is likely to decrease if you're willing to pay a higher co-insurance amount on any claim you make provided your pet is under 9. But keep the co-insurance amount affordable in case you have to pay it.

Take out multi-pet cover: MORE THAN offers a 15% discount if you insure more than one pet on a single 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

Help with paying vet fees up to your chosen vet fee limit for each new accident or illness each year. As long as you renew your policy with no break in cover, the vet fee limit is reinstated each year.

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 of the key factors that affect the price are, for example, the policy type, the species and breed of your pet, and their age.

Yes, your pet is covered but you cannot make a claim in the first 14 days of the policy start date for an illness or in the first 48 hours of the cover start date for accidents.

MORE THAN pet insurance includes cover for boarding your pet in a kennel or cattery if you need to go into hospital 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 take out Basic, Classic or Premier cover with us if your pet has a pre-existing illness or receiving treatment after an accident, however that illness or accident will not be covered under the policy.

Providing these conditions were not noted before the policy was taken out or within the qualifying period and fall under the terms of the policy, then they should be covered.

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 get in touch.

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 used for breeding more than two times in a pet's lifetime.

Yes, if the antibiotics are given for an illness or injury that is covered by your pet insurance. Conditions and exclusions apply. 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.

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.

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 get in touch 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 three of our cover levels.

You can still get pet insurance with MORE THAN, but it will not cover pre-existing conditions. These are health issues, concerns, illnesses and injuries which have developed or are showing signs of developing which you or your vet were aware of before you took out the policy.

Yes - we have no upper age limit on the cats we insure.

No - unfortunately, we are unable to insure 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 (including all derivatives such as XL Bully, Bully, and pocket Bully)
• Pit Bull type
• Japanese Tosa
• Fila Brazileiro
• Dogo Argentino
• 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 ask us as without our agreement you will not have cover.

No - MORE THAN dog insurance does not cover neutering or spaying.

Yes, there are no upper age limits on dogs.

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 as reccomended by your vet
• Keeping their minds busy with mental stimulation
• Taking them for regular vet check-ups
• Vaccinating your puppy against common dog illnesses as reccomended by your vet
• 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.

Having your puppy insured will provide peace of mind he or she is covered against accidents or illness.

If you have more than 1 pet, we'll give you 15% off each pet you insure with us on the same policy (discounts are applied consecutively). Find out more about our multi-pet discount.

When you buy online you can add up to five 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 5 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 15% discount.

The discount is applied automatically.

If you'd like to make a change to your pet policy details, please get in touch.

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 insurance provider, to try and get a better price, there are some things to consider fully before taking out a new policy.

There's usually an exclusion period when you can't make a 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, which was caused by a previous illness or an accident (known as pre-existing conditions). So if you move to a new insurer and try to claim for a one-off or ongoing illness or accident your pet had before you took out their policy, you may find that they won't cover you.

Copies of policy documents usually take between 7 to 10 working days to arrive by post, depending on the Royal Mail.

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.

Like us, as pets get older, sadly they're more likely to get ill. That's why your renewal price may increase each year, and your co-insurance amount will be applied at the renewal following your pets 9th birthday.

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 increase.

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.

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 annualised cost because your monthly instalments might've changed if you made a change to 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, and the total amount this will be across the whole year.

If you pay monthly for your pet policy, you'll receive details of your payment schedule with your new policy welcome pack or with your 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, please contact us so we can discuss options to make payment.

If you wish to split your payment over 12 months, you can amend your payment type to Direct Debit and enjoy no charges with 0% APR when paying monthly. Or if you want to amend your payment date, simply contact us.

Please don't cancel your payments without speaking to us first, as we may be able to help.

Depending on your situation, and what you need from your insurance, 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 than expected if we require further 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 during the claims regsitration process.

If the accident was minor you can call FirstVet 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 contact us via our website or telephone, For more advice you can also call our pet claims team.

For more advice you can also call one of our pet claims team.

If your dog or cat is microchipped, contact the microchipping company to see if they've been handed in anywhere. Contact your local animal rescue centres, 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. Our Lost and found cover is included on all levels of cover.

FirstVet are in partnership with MoreThan and provide our Pet Insurance customers the option to speak to a veterinary professional should they have any medical concerns about their pet. This helpful service is free of charge with 65% of pets getting the care they need without leaving home!

You are covered for the cost of vet fees under your policy, subject to the amount of vet fees and whether the condition is covered under your policy. But the amount you can claim depends on whether you have a basic, classic or premier policy, and is subject to the terms and conditions of your policy.

For further information, please refer to your policy schedule and documents that were sent to you at the time of purchasing your policy.

Vet fees include the cost of:

• an examination
• consultation
• advice
• tests
• x-rays
• surgery
• medication
• nursing care
• physiotherapy
• homeopathic and herbal medicine

These treatments and services must be provided by a vet or someone who works at a vets under the instruction of a vet.

It may be possible for your pet insurance to be transferred to a new owner. Please contact us to find out more.

You can still get pet insurance, but MORE THAN insurance 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.

We recommend you check latest government guidance for taking your pet abroad.

DEFRA recommends contacting your vet at least four months before travelling to get their latest advice.

Contact us for further information. We're here to help.