Make a pet insurance claim
For non-emergency issues, you can use FirstVet for free vet advice. This does not count as a claim.
If your vet uses Petios
Before starting the claims process, check if your vet uses Petios.
Petios is an online tool that connects vets, insurers and labs. If your vet uses Petios, they can submit your claim directly. You must pay your vet any amount not covered under your policy, such as any excess. If your vet does not use Petios, you will need to submit a claim yourself.
If your policy number starts with CFH or CBH, your vet can make a claim on your behalf using this link:
Open vet claims linkHow to make a claim yourself
To make a claim yourself, you’ll need to complete our claims form. In the form we'll ask you a few questions about your claim and let you know what documents to send us.
Before you start, please have your pet’s policy number ready. If you cannot find it, you can upload it later using a secure link, or send it by email or post.
If the worst has happened and your pet has died, we are sorry for your loss. We understand how hard this time can be. We have put together some information about what to do if your pet has died.
Answering your claims questions
How do I submit another claim for the same issue?
If your pet needs ongoing treatment for the same condition, you can submit a continuation claim the same way as your first claim, using the same form and process above.
Does Co-op Pet Insurance pre-authorise claims?
No, we do not pre-authorise claims. You'll need to submit your claim after treatment has taken place. We cannot accept claims for future treatment or medication.
What happens once I submit my claim?
If we need more information we will contact you or your vet. We will send you regular updates on the progress of your claim by email or text message. Once your claim has been processed, you will receive an email to explain the outcome and any settlement details. If we cannot pay for some or any of your claim, we will explain why.
When will you pay my claim?
We will pay you claim when:
- the form has been completed correctly
- we have all the information we need
- we're satisfied the claim is covered by your policy
- it's submitted within 12 months of treatment
- any relevant legal action about your pet has been resolved
Policy documents
Your policy documents will give you the full details of what is covered by your policy and your rights when making a claim:
Pet claims advice and support
Pet insurance is offered through Co‑op Insurance Services and administered by Insurance Factory Limited.
Co-op Insurance policies are administered by Insurance Factory Limited. Insurance Factory Limited is authorised and regulated by the Financial Conduct Authority under Financial Services Register number 306164, a company registered in England and Wales under company number 02982445 with registered office: 45 Westerham Road, Bessels Green, Sevenoaks, TN13 2QB. Insurance Factory Limited is part of the Markerstudy Group of companies. Co-op Insurance and the Co-op logo are registered trademarks of Co-operative Group Limited or its affiliates and are used under licence by Insurance Factory Limited.
Calls are charged at local rates from landline and mobiles. If your phone has inclusive minutes these calls are normally included.
Co-op Insurance Services Limited will receive a percentage commission from your insurance payments.