Find the answers to your pet insurance FAQs

The following information only applies to policies taken out before 1 October 2019. These were underwritten by Allianz Insurance plc for Sainsbury’s Bank Pet Insurance.

You’ll find the ‘How to complete your claim form’ guide useful when you’re filling in your form. The key information we need to assess your claim is:

  1. Policy number
  2. Your contact details
  3. Your pet’s details
  4. Your pet’s full clinical history where applicable
  5. Relevant invoices or receipts where applicable

Don’t forget to sign and date the form. For veterinary fees claims, your vet must sign and date the form as well.

In addition to the claim form we also need any relevant invoices or receipts, as well as your pet's full clinical history, where applicable.

We aim to settle 90% of our claims within seven working days of receiving a completed claim form. Sometimes, when we need more information, it can take a little longer. Normally we’ll send you a payment via BACS transfer but we can pay your vet directly if you prefer.

You can track the status of your claim online, or call us on 0330 100 7917 if you need more information. Calls may be recorded.

You can submit a claim up to 12 months from the start date of the treatment.

Yes. However, if you are claiming for more than two conditions at a time, you’ll need to complete another claim form. To simplify this process for you and your vet, our claim forms indicate which questions need to be completed for continuous claims

The ‘How to complete your claim form’ guide will help you when you’re filling in the form.

Any treatment your pet receives needs to be signed off by your vet. The signed claim form is a declaration from the vet that the treatment is necessary and has occurred. As not all treatment will happen at once, multiple claim forms may be needed.

Yes, simply ask your vet if they’re happy to receive payment directly from us. If they are, indicate this on your Veterinary Fees claim form under Section 3, General Information, Payee Details, by ticking ‘Please pay vet’. The payment we make to your vet will be the cost of the treatment less any excess. You’ll need to pay the excess to your vet yourself.

This is the amount you must pay towards the cost of treatment for each illness or injury you claim for. For Premier and Premier Plus plans, the excess will be applicable in each policy year. Your excess amount is shown on your certificate of insurance.

Yes, we can make payments to you via BACS transfer or we can pay your vet directly if you prefer.

If you are unhappy with the outcome of your claim, please call us on 0330 100 7920 and we’ll be happy to discuss this with you.

Alternatively, you can write to us at the following address:

Sainsbury’s Pet Insurance
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX

You can use any practice that’s registered with the Royal College of Veterinary Surgeons (RCVS). You can check if your practice is registered at the RCVS website, or you can ask them directly.

Before you take out pet insurance with us, you must tell us about all the times your pet was ill or injured, regardless how severe the problem was. This includes signs of illness and injury (such as vomiting, diarrhoea, growths or lameness) and where the vet diagnosed a condition (for example a cruciate ligament rupture, an allergy or diabetes). Though your pet’s previous clinical history won’t affect your premium, illnesses and injuries suffered before the insurance started won’t be covered.

If there are any exclusions on your policy these will be clearly stated on your certificate of insurance.

Pet insurance covers the cost of veterinary treatment for illness and injury. Although we appreciate that some owners opt to have their pet spayed or neutered, this is not the same as your pet becoming ill or suffering an injury that needs treatment.

Complementary treatment means:

  • Acupuncture
  • Chiropractic manipulation
  • Herbal medicine
  • Homeopathy
  • Hydrotherapy
  • Osteopathy

All complementary treatments must be carried out by a registered veterinary practice or by a member of our recognised associations.

Just call us on 0330 100 7915. We’re open Monday to Friday 8am-8pm and 9am-5pm on Saturdays. Calls may be recorded. Or you can write to us at:

Sainsbury’s Pet Insurance
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX

If you cancel your policy within 14 days of the start date or renewal date, we’ll make a full refund of any payment you made in that policy year. If you cancel after 14 days you’ll still be eligible for a refund, subject to the terms and conditions of your policy.

Our address is:

Sainsbury’s Pet Insurance
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX

We store your details on our computer system to administer your policy but we don’t keep this information any longer than necessary. We handle all data in accordance with the Data Protection Act. We only discuss your personal details with you or a named person specified by you.

We may share your details with other insurance companies, directly or through a number of databases. This lets us check information you give us and also helps us prevent fraud.

More information about our privacy policy

You can call us on 0330 100 7915 to talk through the change you want to make. Some changes (for example changing cover) will need to be sent to our underwriting team to agree and these may affect your premium.

We will be sad to see you and your pet leave. But if you’ve made up your mind, please call 0330 100 7915 so we can make sure all payments and communications are stopped.

You can change your payment details as well as your Direct Debit payment date at any time. Just call us on 0330 100 7915.


Important information


Sainsbury's Bank plc, Registered Office, 33 Holborn, London EC1N 2HT (registered in England and Wales, no. 3279730) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (register no. 184514). Sainsbury's Supermarkets Ltd is an appointed representative of Sainsbury's Bank plc. Sainsbury's Bank Pet Insurance is provided, underwritten and administered by Allianz Insurance plc registered in England no. 84638. Registered office: 57 Ladymead, Guildford, Surrey, GU1 1DB. Allianz insurance plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Allianz Insurance plc is on the Financial Services Register, registration number 121849. Sainsbury's Bank and Allianz Insurance plc are not part of the same corporate group. Insurance available to cats and dogs that are older than 8 weeks but have not yet reached their 9th birthday. However once purchased, cover can continue up to any age, if you renew the existing policy without a break in cover. Please see policy documents for full terms, exclusions and limitations of cover.