Helpful contact information for Pet Insurance

If you renewed your policy after 1 January 2025 or took out a policy on or after 21 January 2025, you can find all of your documents, including your Tesco Pet Insurance Policy Document, Insurance Product Information Document and Certificate of Insurance in the Pet Portal.

Please note that the way you need to submit a claim may be different depending on when you took out or renewed your policy. Before you submit your claim, please make sure you are submitting it correctly.

For customers who renewed their policy after the 1st January 2025 or took out a policy on or after the 21st January 2025, your vet can now submit claims for you via Vet Pawtal. Vet Pawtal is the quickest way to submit and process claims.

We recommend you submit claims in our claim's platform, Vet Pawtal.

Click here to log in to Vet Pawtal.

If your vet isn’t registered for Vet Pawtal, you can submit claims through the Pet Portal. Sign in, complete a claim form, and as long as we have all the details we need, we'll take it from there.

If your vet isn’t registered for Vet Pawtal, you can submit claims through the Pet Portal. Sign in, complete a claim form, and as long as we have all the details we need, we'll take it from there.

As soon as your claim’s been submitted, you'll be able to monitor its progress in the Pet Portal’s claims tracker. If you signed up, we will also keep you updated via email and text messages.

For customers who receive their documents in the post, the way we keep you updated will depend on how your claim was submitted. For claims submitted via Vet Pawtal, we will update you via email and text messages as the claims process is so quick. This won’t affect your preferences for all other communications. For Pet Portal and paper claim forms, we will keep you updated via letter.

If you don't have access to the Pet Portal, please call 0344 543 1132* and we will send you a claim form.

Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.

If you change your mind for any reason, you can cancel the policy within 14 days of the cover starting. This is called the 'cooling-off period'. If you cancel during the cooling-off period, you will receive a full refund for any payments you've already made, provided you haven't made a claim.

After the cooling-off period, you can cancel your policy at any time, and there are no cancellation fees.

If you renewed your policy after 1 January 2025 or took out a policy on or after 21 January 2025, you can cancel your policy on the 'Contact us' page of the Pet Portal. If you don't have access to the portal, please get in touch using the details for policy numbers beginning with 'PETTS'.

If you need help adding a valid promotional code, please contact us.

If you renewed your policy after 1 January 2025 or took out a policy on or after 21 January 2025, it can take up to 120 days from your policy start date for points to be added to your Clubcard account. If the 120 days have passed and you still haven’t received your points, please get in touch using the details for policy numbers beginning with 'PETTS'.

If you need to make a complaint, there are a couple of different ways depending on when you took out your policy.

If you renewed your policy after 1 January 2025, or took out a policy on or after 21 January 2025, you can submit your complaint on the 'Contact us' page of the Pet Portal. If you don't have access to the portal, please get in touch using the details for policy numbers beginning with 'PETTS'.