Pet insurance FAQs
Frequently asked pet insurance 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 get in touch with us.
Have you started a quote but you’re not sure what your pet insurance quote reference number is?
To find out what your quote reference number is, you can find it above your quote price. You won’t be committed to buy yet but you will be able to see your quote reference number. We will send you an email when you get a quote with the reference number on it.
If you still can't find your quote reference number, please get in touch.
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 accident only cover includes vet fees for accidents only. Our basic, classic and premier cover includes vet fees/medical cover for both accidents and illnesses.
We have four levels of pet insurance cover to choose from: Premier, Classic, Basic, and Accident only. 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 (including one-off and ongoing) up to your chosen vet fee limit. Each year at renewal we reinstate your vet fee limit, 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, which could go on for years until your chosen limit has been reached as long as you renew with no break in cover.
To discuss our different cover options, get a quote or get in touch.
Some of the things you can do to reduce the cost of your pet insurance are:
- Opt for 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 pay it
- Take out multi-pet cover: MORE THAN offers a 10% discount if you insure more than one pet on a single policy.
Different pet policies have different time and vet fees limits:
Help paying vet bills for accidents but not illnesses.
When you reach the vet fee limit or have had 12 months of treatment, you’ll no longer get help paying vet bills for that accident.
Help paying vet bills for accidents and short-term illnesses, but not for ongoing treatment.
When you reach the vet fee limit or have had 12 months of treatment, you’ll no longer get help paying vet bills for that accident or illness.
Help paying vet bills for short-term and ongoing treatment until the vet fee limit is used up for that accident or illness.
Once the vet fee limit is used up, you will no longer get help paying vet bills for that accident or illness.
If you took or take out a pet insurance policy with us after 20 March 2022, your pet is covered for accidents and illnesses (including one-off, reoccurring and ongoing) up to your chosen vet fee limit each year. You continue to claim for the same or new treatment each year, as the vet fee limit reinstates every time you renew. There is no limit to the number of accidents or illnesses you can claim for.
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, get in touch.
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 type and breed of your pet, and their age. Get a quote here.
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. Excludes Accident Only cover.
You can still take out Accident Only, 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.
Take a look at our guide on pre-existing conditions in pets for more information.
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. This does not apply however to Accident Only policies.
If you would like to find out more about a specific condition please get in touch.
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.
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.
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 your pet has an illness or injury that is covered by your pet insurance and your vet has given them antibiotics to help them feel better, the antibiotics will be covered. Conditions and exclusions apply.
Yes - if your pet develops diabetes whilst insured with us, they will be covered with our Basic, Classic and Premier pet insurance cover levels up to the policy limits.
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 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 four 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
- Pit Bull type
- 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 ask us as without our agreement you will not have cover.
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. In fact, our claims data shows that the cost of looking after your pet's health doubles every four to five years.
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. Our in-house vet, Martin Stevens, has shared the most common health issues your puppy could face in their first few years:
- Joint problems
- Eating non-food articles
- Vomiting and diarrhoea
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 10% 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 three 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.
When you purchase your multi-pet policy, either online or over the phone, you don't need to do anything - we work out the discount for you apply it to your quote automatically. The discount for each pet is applied consecutively, which means we will remove the discounts one at a time as you add each pet.
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 buy multi-pet insurance, but we will not cover pre-existing conditions though other insurers may cover them. These are health issues, concerns, illnesses or injuries that have developed or are showing signs of developing, which you or your vet were aware of before you buy a policy.
No. If you have more than one pet that meows or woofs at home, our multi-pet insurance can cover them under one policy. We can’t cover your other pets that have feathers, scales, or manes. Our multi-pet insurance is for cats and dogs only.
Sorry, at the moment we do not offer an online account area for pet insurance customers.
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.
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. In fact our claims data shows that the cost of looking after your pet's health doubles every four to five years. That's why your renewal price increases each year and your excess may increase when your pet turns nine, 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, and 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 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.
In your schedule, you’ll find a detailed breakdown of your price and what’s included in your policy, including any additional cover options you chose. This will help you compare your policy should you wish to shop around.
If you do, please be aware that some of our policy benefits may be available to our existing customers only, so it’s important that you consider this in your comparisons.
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, 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 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.
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 have the option to review your new policy and also to pay for the policy using different payment details. It is important there are no breaks in pet cover because your pet will no longer be covered for any pre-existing illness or treatment for an accident. You'll also be given the option to store these payment details (continuous payment authority) to make it easier to pay for your renewal.
The credit or debit card payment is taken between 24 to 48 hours later and will appear as RSA on your bank statement.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
How to get in touch
To talk to us about the options that might be available to you, you can view our phone numbers and opening hours by visiting our contact us page.
Please don’t cancel your payments without speaking to us first as we may be able to help.
If you’d like some free, independent advice
There are a number of places that offer free independent advice. For example, the National Debtline offers free and impartial debt advice for people living in England, Wales or Scotland. These independent organisations offer tools and resources to support you if you are in financial difficulty. These include online budget planners, affordability calculators and information on support such as the Breathing Space scheme, which gives a 60 day period where debt cannot be pursued. This scheme can be used once in a 12 month period.
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 on the claim form.
If your pet has been involved in a minor accident and you don't think their life is at risk or they are in a lot of pain, you can call vetfone at any time of day or night on 0800 072 8190 for further advice. If they advise you to see a vet, their staff can help to locate your nearest urgent treatment centre.
If you have hearing or speech difficulties you can use Relay UK via textphone by adding 18001 before dialling; or simply download the Relay UK App on your mobile or tablet.
If your pet has been involved in a more serious accident and you think their life may be at risk or they're in pain, you should 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. We may be able to pay your vet directly.
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 Classic and Premier and optional on Accident Only and Basic cover levels.
If you bought your policy via a site such as Quidco/Topcashback - it can take up to six months to receive your cashback.
If you've not received your cashback after this period please contact the cashback website direct as our Customer Managers will not have access to the specific details of the offer.
If you bought your policy direct with us or on a comparison website using our cashback offer - we'll pay you cashback within 90 days of the start of your policy. If after 90 days you haven't received your cheque please e-mail email@example.com 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 and they can advise on all aspects of being a pet owner, from grooming, if your pet is unwell, feeding to behavioural advice. Find out more about vetfone.
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 an accident only, 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
- nursing care
- 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 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.
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. This is included with Classic or Premier cover levels. You can choose to add it if you have Basic cover. It’s not available with Accident Only cover.
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.