Pet insurance claims

Before you make a claim

If it is not an emergency, you can have as many online consultations with FirstVet as you need.

Using the FirstVet service comes at no extra cost to your policy. This can help you avoid going to the vet in person and paying extra money. It also does not count as an insurance claim.

Before you make an insurance claim, check your policy documents to see if you are covered. If you are unsure, you can contact us for help.

Before starting the claims process check if your vet uses VetEnvoy. It is an online tool that helps your vet, pet insurance, and labs talk to each other quickly.

• if they do, you only need to pay your excess up front
• if they do not, you will need to submit your claim using the following process

Making a claim

We will ask you some basic questions about your claim and tell you what documentation we need you to send to us.

You or your vet can start a claim. Just have your pet’s policy number handy to start the claim. If you do not have it you will be able to upload it later, using a secure link. You can also send the information in by email or post.

Claim contact details

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.

Vet claim contact details

Vet Envoy

If your vet claims through Vet Envoy you will only need to pay your excess up front.

Vet online claims through Co-op Pet Insurance

If your policy number starts with CFH or CBH your vet can claim through the link below. You will need to pay any extra fees, such as excess or any deductions to them separately.

After your claim has been submitted

If any more information is needed, we will contact you or your vet.

You will be regularly updated 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.

If you register your claim over the phone, you will still be updated regularly on its progress by email or text message.

Your claim can only be paid

• if it is completed correctly
• when we have all the information we need
• when we are sure that the claim is covered by the policy
• within 12 months of the treatment taking place
• if applicable, when any legal action or other action about your pet has been settled

Your policy documents will give you the full details of what is covered by your policy and your rights when making a claim.

If your vet accepts direct payment from insurers, we can pay them for you. This excludes any excesses and items on the invoice not covered by your insurance. You can tell us who to make payment to.

You must pay your vet any amount not covered under this policy such as any excess.