We are experiencing intermittent technical issues, if you have problems with any of our website pages, please check the questions below for interim solutions. Thank you for your understanding.
Last updated: 26 April 2025, 9.30am
Why can’t I get through on the phones?
We have been having some technical issues which have been affecting our phone system. This means that we are unable to answer any calls, our technical team are working hard to get our phones back up and running reliably as soon as they can. In the meantime, if you have an urgent query, please use our Contact Us page. We apologise for any inconvenience and thank you for your patience.
Why is your site still down? When will it be back up?
We have been experiencing some technical issues which are affecting our website. That means you may be unable to take out a policy or make a claim online. In the meantime, please use our Contact Us form and choose Insure a new pet or Ask about claims. Our technical team are working hard to get our site back up and running reliably as soon as they can. We apologise for any inconvenience and thank you for your patience.
I have another query/question
Please check our Questions page if your question is a general policy query. If the answer you’re after isn’t there, please head to our Contact Us page and fill in a form. Our team will be able to come back to you with an answer, but please bear with us as there may be a delay in our response.
I have just had a big treatment for my pet that I need to be assessed urgently as I can’t afford to be out of pocket, what can I do?
If you have an urgent claim and have not been able to submit this online, please use our Contact Us form and choose the Ask about Claims option. In your form, please make sure you say that it is urgent, and give as much information as possible so that our team has this on hand when looking at this. They will be in touch for you to provide your Vet History Records and Invoice so they can assess this.
I am getting a claim done by VSA directly with you, will this be paid?
We have been in touch with VSA and are working with them to make sure that it is the best experience for you, your pet and their team while we work through our technical issues. We have a process in place where we can still get your claim assessed, but it is likely to take a little longer than it normally takes with these claims.
How can I sign my pet up for an insurance policy?
If you are unable to sign your pet up online, please fill out a Contact Us form and select the Insure a new pet option - including the age and breed of your pet. Our team will get in touch as soon as possible so we can make sure that they get covered.
My FreeCover has expired and I have been unable to apply for a full insurance policy?
Given that we have been having technical difficulties, we know that you probably haven’t managed to sign your pet up for their ongoing insurance yet.
If you are wanting to get their insurance sorted, and have continuous cover, please fill out a Contact Us form and select the Insure a new pet option and our team will get in touch as soon as our systems are fixed so we can make sure that they get covered.
I tried to sign up for an insurance policy, but now my pet is sick – what will you do?
We are sorry to hear that your furry family member is unwell. Please use our Contact Us form and choose the Insure a new pet option. In your form let us know the age and breed of your pet, as well as what has happened so that our team can help you. They will be in touch to help you, but please bear with us as there may be a delay in our response.
You told me you would cancel my policy due to arrears, but I can’t get hold of you.
If you are needing to update your bank account details to help with arrears, you can do this through our Direct Debit form. Once you have done this, please let us know through our Contact Us form and choose Ask about payments so that our team can make sure that this has come through and we can amend the payments once we are able to.
I need to change my payment details, can I still do this?
Yes, if you are wanting to update your Direct Debit details you’re still able to do this with our Direct Debit form. Our team will then update these against your policy and confirm that this has been updated. Please note that there may be a bit of a delay in doing this, but our team will get it done as soon as they can.
If you are wanting to update your credit card details please let us know through our Contact Us form and choose Ask about payments. Please do not enter your credit card details into this form but let us know that you wish to make an update. Our team will be in touch to help you, but please bear with us as there may be a delay in our response.
You have cancelled my policy
If you’re needing to have a chat with us about your policy, please fill in the Contact Us form and select Ask about payments. In the form let us know that your policy has been cancelled but you wish to have cover. Then one of our team can get in touch as soon as we can.
I want to make changes to my cover
If you are wanting to have a chat with us about changing cover in your renewal period, please fill in the Contact Us form and select Make change to my Cover. In the form let us know what cover you would like to change to. Then one of our team can get in touch as soon as we can. This article about understanding co-payments and excesses may help assist you with what options you have.