All FAQs

People contact us with a range of complaints about pet insurance - whether their insurer is saying a pet's medical condition isn't covered, or they're having problems with their pet's 'lifelong' policy.

When we look into complaints about pet insurance, we consider things like whether the insurer clearly explained any important exclusions - and whether terms and conditions have been applied fairly.

If we decide something's gone wrong, we'll consider whether someone's lost out as a result - and what the business needs to do to put things right. This could mean refunding premiums, or paying all or part of a claim.

There's more information about our approach to pet insurance on our website.

And if you've got any other questions, get in touch.