How do I know if I'm covered by my pet insurance?

If your pet is ill or injured and you are concerned whether this will be covered by your Tesco Pet Insurance policy, please refer to your policy documents, including your Tesco Pet Insurance Policy Document, Insurance Product Information Document and Certificate of Insurance. Conditions your pet has suffered in the past are considered as a pre-existing condition. Pre-existing conditions are not covered by the policy. Accidents that happen within the first 3 days or illness within the first 14 days of taking out the policy may not be covered. Policy exclusions will apply. Pre-existing illnesses and injuries that your pet(s) may have at the time of taking out the insurance are not covered. Your policy will also not cover the costs of treating an illness that first showed clinical signs within the first 14 days of your policy start date. If you have an accident or injury policy, your policy will not cover any accident or injury that happened in the first 5 days of your policy start date. Illness is not covered unless caused by an accident or injury. If you are still in doubt, you can get in touch and one of the team will be happy to help. If you renewed your policy after 1 January 2025 or took out a policy on or after 21 January 2025, you can get in touch through the 'Contact us' page of the Pet Portal. If you don't have access to the Pet Portal, our contact details can be found on our contact information page. If you took out a policy before 21 January 2025 and are yet to renew, our contact details can be found on our contact information page.

How do I track my claim?

For customers who renewed their policy after 1 January 2025 or took out a policy on or after the 21 January 2025 and registered for the Pet Portal, you can track your claims straight away with the portal's claims tracker. We'll keep you updated once we've sent it to your vet, once they've completed it, when we're assessing it and once it's completed. If you submitted a paper claim form, your claim will only appear in the tracker once we’ve received it and uploaded it to our system. For customers who receive their documents in the post, we'll keep you updated via letter. If you took out your policy before 21 January 2025 and are yet to renew, you can track the status of your claim here.

What should I do if my pet is referred to a specialist?

If you have renewed your policy after 1 January 2025 or taken out a policy on or after 21 January 2025 you are able to use any vet to treat your pet. If you took out your policy before 21 January 2025 and are yet to renew, if your pet is referred to a specialist, and it is not for emergency treatment, please choose a vet from the RSA Group Preferred Referral Network. If for any reason you wish to choose a referral vet from outside this network, please call 0330 100 6460*, otherwise you will need to pay £200 of the referral vet bill yourself. This amount is in addition to your policy excess. If your pet needs emergency treatment for a situation that, if not resolved immediately, will lead to a loss of life or cause a serious threat to the present or ongoing health of your pet, you will not have to pay the additional £200 excess regardless of which referral vet you visit. Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.

Make a Pet Insurance claim

Find out how to make a claim if something happens to your cat or dog.

For policy numbers beginning with ‘PETTS’

If your policy started on or after 21 January 2025, or renewed on or after 1 January 2025, the underwriter for your policy is Pinnacle Insurance plc.

To start your claim with Pinnacle, log in or register at our online Pet Portal.

Go to Pet Portal

For policy numbers beginning with ‘RSAP’

If your policy started before 21 January 2025, or renewed on or before 31 December 2024, the underwriter for your policy is Royal & Sun Alliance Insurance Ltd.

Start your claim with RSA

Make a claim 24/7 in your Pet Portal

Make a new claimMake a new claim
Make an ongoing claimMake an ongoing claim
Check your policy documentsCheck your policy documents

A screen shows a page from the Pet Portal.

Start a claim - policy numbers beginning PETTS

Go to Pet Portal

Contact us about your claim

We should process your claim within a week. If you need to contact us about anything, please call us on 0344 543 1132*.

You can also contact us online or find other ways to contact us.

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

Policy and additional cover documents

Frequently asked questions

How will vet bills be paid if my pet needs treatment?

If your pet needs treatment, we can pay either you or the treating vet, you just need to make sure your vet accepts direct payments. All you need to do is tick a box on the claim form.

Will I have to pay an excess if I make a claim?

An excess is the amount you must pay if you claim on your insurance.

For customers who renewed their policy after 1 January 2025 or took out a policy on or after 21 January 2025, the excesses you pay can be found in the Tesco Pet Portal and on your Certificate of Insurance.

For customers who took out a policy before 21 January 2025 and are yet to renew, your excesses are detailed in your policy documents.

When you get a quote, you can choose to increase the excess, which will help reduce your monthly payments, but you will pay more if you need to make a claim. You are responsible for paying the excess. You must also pay the first £250 on all Third Party Liability claims.

My pet has a condition that needs ongoing treatment. Do I need to wait until the treatment is finished before I make a claim?

No, claims can be made on an ongoing basis, whenever you receive a vet bill. All claims need to be made within 12 months of the treatment date.

How do I make a vet fee claim?

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.

If you renewed your policy after 1 January 2025 or took out a policy on or after 21 January 2025, the quickest way to submit a claim is 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.

Once our assessors have reviewed your claim, it takes around 5 days to assess it; we'll let you know the outcome. If you submit your claim online, you'll be able to monitor its progress with our claims tracker. For customers who receive their documents in the post, we'll keep you updated via letter, and if you signed up for SMS, we'll also keep you updated with text messages.

If you don't have access to the Pet Portal, our contact details can be found on our contact information page.

If you took out a policy before 21 January 2025 and are yet to renew, you can easily submit claims for new and ongoing conditions online. Submitting online is the quickest and easiest way to submit a claim for all vet fees, but you can also download a claim form (143kb, PDF). Once you've completed it, email it to us at tesco.petclaims@uk.rsagroup.com.

Alternatively, our general contact details can be found on our contact information page.