If you have a complaint please contact our customer satisfaction manager.
Our aim is to get it right, first time every time.
If you have a complaint we’ll try to resolve it straight away.
If not, we'll confirm we have received your complaint within 5 working days. We'll do our best to resolve the problem within 4 weeks. If we cannot, we’ll let you know when to expect an answer.
The Financial Ombudsman Service (FOS) offers a free, independent complaint resolution service.
You have the right to refer your complaint to the FOS, free of charge. You must do so within six months of the date of the final response letter.
We'll send you information about the FOS if we have not resolved your problem within 8 weeks.
If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint.
Contact the FOS by:
Financial Ombudsman Service
Service Exchange Tower
Harbour Exchange Square
Making a complaint, or contacting the FOS, does not affect your legal rights.
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You can decide when you want your direct debit payment to go out when you buy your policy.
There are no extra charges for paying by direct debit.
Get in touch on 0333 009 2439^ if you need to change when payment goes out.
We may cancel your policy if payment is not made within 10 days of its due date.
If your veterinary practice uses Vetenvoy, an electronic claim system, you might not need to submit the claim yourself as your vet will do it for you.
If you are submitting a claim yourself you can do this
via your account.
Or you can send your claim form and supporting documents to us at firstname.lastname@example.org.
Alternatively you can post your claim form and supporting documents to:
Co-op Pet Insurance
The Connect Centre
Your pet has to be 8 weeks old at the start of cover, and there is no upper age limit.
We do not stop offering cover when your pet is older, as long as there has not been a break in cover.
Will not provide any cover if your dog is an:
We also don’t insure any dogs listed under the Dangerous Dogs Act 1991 and The Dangerous Dogs (Northern Ireland) order 1991 or Dangerous Dogs (amendment) Act 1997 or any subsequent amendments.
Depending on your status we may be able to offer payment of your policy in monthly instalments.
These are interest free and include Insurance Premium Tax at the current rate.
You can cancel your policy at any time. If you want to cancel in the first 14 days, providing you have not made a claim you will receive a full refund of your paid premium, minus an administration charge of £30.
If you want to cancel after this time then you will be charged for the time your pet has been insured. If you have made a claim on your policy and you want to cancel then the full premium for the year will become due.
In all cases there is an administration charge of £30.
If you want to cancel, please get in touch.
It’s often possible to change the level of cover that you have.
To discuss your options get in touch on 0330 009 2439^.
Please make sure you send us your claim within 180 days from when your pet receives treatment, otherwise we may be unable to offer settlement.
Unfortunately, our policies do not cover pre-existing conditions. Please see the policy terms and conditions for further information.
A claims excess is a contribution towards the costs of treating your pet.
The percentage amount you are required to pay towards the cost of veterinary fees in addition to the claims excess.
This applies as soon as your pet turns 6 years old and will be deducted from any veterinary fee claim settlement.
You can also choose to add a 20% co-payment if your pet is under the age of 6 year when your policy starts.
Yes you can.
You can make a payment, change your address and update your contact details anytime using your account.
For anything you can't do using your account you can get in touch.