Frequently Asked Questions

Below you can find answers to common questions about UIS Pet Insurance policies.

Is there an age limit on the policy?

Your pet has to be 8 weeks old at the start of cover and there is no upper age limit. We do not stop offering cover when your pet is older, as long as there has not been a break in cover.

Can I pay for my policy in instalments?

Depending on your status we may be able to offer payment of your policy in monthly instalments. These are interest free and include Insurance Premium Tax at the current rate.

When does my cover start?

Your cover starts straight away for accidents. There is a 14-day waiting period for illness cover, which means that no claims can be made for illness within the first 14 days of the policy.

Do you cover pre-existing conditions?

Our policies do not cover pre-existing conditions. Please see the policy terms and conditions for further information.

Do you cover working dogs?

Our policies do not cover dogs used for working, trade, profession or business. However, we do cover show dogs.

Am I able to arrange cover if my pet is not vaccinated?

Yes, you can still arrange cover if your pet is not vaccinated. However, unvaccinated pets will not be covered for the illnesses that could have been prevented by being vaccinated.

What is a claim excess and how much will this be?

The claim excess is your contribution to the costs of treating your pet.

For policyholders that took out their policy prior to 8th August 2016:

The excess is £99 and this is paid by you per condition, per year on all of our policies except for Pearl Cover where it is only paid once per condition. If you need to make a claim under the Third Party Liability section of the policy, the excess is £250 and is paid once per claim except for Crystal Cover where the excess is £100.

For policy holders that took out their policy after 8th August 2016:

The excess is £99 and this is paid by you per condition, per year on all of our policies except for Pearl Cover where it is only paid once per condition. For pets aged 8 and over, a 15% co-payment will apply to the remaining claim for veterinary fees, special diet and complementary medicine after the excess has been deducted, and for any claims for that condition thereafter. If you need to make a claim under the Third Party Liability section of the policy, the excess is £250 and is paid once per claim except for Crystal Cover where the excess is £100.

What is a co-payment?

This is only applicable to policyholders that took out their policy before 2nd September 2013:
This is the amount you pay towards the vet fee claim for each condition. For all pets aged 8 years and older the mandatory co-payment amount is 15%. This is in addition to the standard £55 excess. For example if you made a claim of £300 the initial excess of £55 would be deducted and you would then be required to pay 15% of the remaining £245 balance, which is £36.75. Therefore the total you would be required to pay towards the claim is £91.75.

What Vets Fees are covered?

Our policy provides insurance for reasonable, customary and essential fees typically charged by a vet in the provision of treatment.

How do you assess whether the Vets fees are reasonable, customary and essential?

Every claim is reviewed by our expert team of Vet Nurses and the cost compared against our database of similar cases.

How can I find out if you have received my claim?

You can track your claim on the website.

How long will it take to process my claim?

The process will take 5 working days from the day we have received the claim.

Can my pet have any dental work paid for?

Your pet will be covered for dental treatment as a result of an accident but any regular or illness related dentistry or is excluded.

Will you pay the vet or me direct?

We can pay the policyholder or the veterinary practice as indicated on the claim form. You have the option of being paid by BACS (Bankers Automated Clearing Services) direct into your bank account, as long as the Direct Debit is being paid from your account. Direct payment can also be made by BACS to your vet, they just need to add their payment details to Section 2 of the claim form. Where details are not provided, payment will be made by cheque.

How will I receive my documents?

To protect our environment, all documentation is sent via email. When your policy renews, your renewal notice, along with your schedule of insurance and policy wording will be emailed to you 14 days before your renewal date.

What should I do if I do not receive my documentation?

If you do not receive your documentation, please check your spam or junk email, as sometimes internet security settings may divert them here. If they are not there then call our friendly customer services team on 0330 102 5741.

What should I do if I need to cancel my policy?

You can cancel your policy at any time. If you want to cancel in the first 14 days, providing you have not made a claim you will receive a full refund of your paid premium. If you want to cancel after this time then you will be charged for the time your pet has been insured. In all cases there is an administration charge of £30.