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 ‘RSAP’
Make a claim here if: your policy started before 21 January 2025 or renewed on or before 31 December 2024.
You can make a new or ongoing claim with Royal & Sun Alliance Insurance Ltd, the underwriter for your policy.
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.
Make a claim - policy numbers beginning 'RSAP'
New claims
To pay for the treatment and medication of a new condition. Just upload your vet bill, plus your pet’s medical history, to make a claim.
Ongoing claims
To pay for repeat medication and ongoing treatment. Upload your vet bills quickly and easily using our claims portal.
Other claims
When there's no vet involved - for example, accident damage or lost and found cover. Please email us.
Referral vets - important information
If your pet needs to be treated by a referral vet, and it’s not for emergency treatment, please choose a vet from our Preferred Referral Network. If you want to use a referral vet from outside our network, please call us on 0330 100 6460 - otherwise you’ll need to pay £200 of the referral vet’s bill yourself. This amount is in addition to your policy excess.
You won’t have to pay the additional £200 excess, regardless of which referral vet you go to, if: your pet needs emergency treatment for something that, if not dealt with immediately, will lead to a loss of life or cause a serious threat to the present or ongoing health of your pet.
Check or update your claim
Contact us
Your claim should be processed within a week. If you need to contact us about anything, please call us on 0345 078 3860* or contact us online.
*This number may be included as part of any inclusive call minutes provided by your phone operator.
Track your claim
You can track your current or previous claims using our online claims portal.
How to make a claim for a new condition
You can make a claim for medication and treatment costs if you’re the owner or the vet. There’re 2 ways you can do it.
Making a claim online
The quickest and easiest way to make a claim is to do it online.
- Vets can be paid directly if they’re happy to accept direct payments.Vets can be paid directly if they’re happy to accept direct payments.
- The person who made the claim will be contacted as soon as it’s been processed.The person who made the claim will be contacted as soon as it’s been processed.
Making a claim by email
If you wish, you can complete a claims form and return it to us by email instead. But it’ll take longer than making a claim online.
Email us your completed claims form, and the underwriters of your policy, Royal & Sun Alliance Insurance Ltd, will let you know once it’s been processed.
Need help?
If you’d like to talk to us about your claim, please call us on 0345 078 3860*
Lines are open Monday to Friday 8am-6pm.
*This number may be included as part of any inclusive call minutes provided by your phone operator.
Other types of claim
Claims that don’t involve vets
If your claim doesn’t include vet fees, email our claims team with full details of what’s happened to your pet. Please also attach copies of any invoices and other supporting evidence.
This is for claims including accidental damage, emergency boarding or lost and found cover. And you can find full details of what evidence we need in your policy documents.
Third party liability claims
You mustn’t admit liability or promise any payment without our written permission. Please call the following number straight away and send any writ, summons, legal documents or other communication you receive:
Please check your policy documents to see if this cover is included in your policy.
If you phone straight away, you’ll get the help and guidance you need.
*This number may be included as part of any inclusive call minutes provided by your phone operator.
Important information
All claims are subject to excesses
Various excesses apply to your policy.
The excess is the amount you need to pay towards any claim you make.
Please check your policy documents and make sure you understand the excesses that apply to your policy.
What’s not covered by your Pet Insurance policy?
For all policies
We don’t cover any of the following:
- The excess specified in your policy documents
- Food, supplements or non-prescription medication
- Flea treatment
- Wormers
- Vaccinations
For Tesco Pet Insurance Standard, Extra or Premier cover
We don’t cover any of the following:
- Any illness or injury that started before the policy start date
- Any illness that started within the first 14 days of the policy start date
For Tesco Pet Insurance Accident & Injury cover
We don’t cover any of the following:
- Any treatment that’s not the result of an injury
- Any injury that happened before the policy start date
- Any injury that happened within the first 5 days of the policy start date
Further limitations on cover apply.
Please see your policy documents for more detailed information about what’s not covered by your pet insurance.
Tesco Pet Insurance is arranged, administered and underwritten by Royal & Sun Alliance Insurance Ltd.
Frequently asked questions
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.
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.
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.
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.