Payment Deferral - what this means and how to request one
We know this is a difficult time for many of our customers, and we want to be there to help you. If you’re worried about not being able to pay your premiums and leaving your pet unprotected we have some options.
If you are going to miss or have missed a payment, you may be able to apply for a payment deferral. If eligible your missed payment will be spread over your remaining direct debits, increasing the amount you pay each month, so choosing to miss a payment should be carefully considered.
A “Payment Holiday” is another name for a payment deferral. This is where we agree to delay collecting your insurance premiums for up to 3 months. Premiums will still be owed at the end of this period, not written off. You can choose whether you would like to delay collection of your premium for 1, 2 or 3 months.
The payments that you request to defer payment for will be spread evenly across the remainder of the payments you have on your policy. For example, if after the deferment you have 4 months left on your policy we would divide the premium you owe us between these months and add it to your normal premium. This will be different for customers who renew in this time.
A 1, 2 or 3 month payment deferral is available for customers who have made at least one payment on their policy since taking out cover and pay by monthly direct debit. If you pay annually and would like to talk to us about switching to direct debit at your renewal then please call us on 0330 100 7915.
The payments that you request to defer payment for will be spread evenly across the remainder of the payments you have on your policy. For example, if after the delay you have 4 months left on your policy we would divide the premium you owe us between these months and add it to your normal monthly premium. This will be different for customers who renew in this time.
We’ll continue to pay your claims as normal in this period. However, if you claim whilst you are not paying your usual monthly premiums but you cancel your policy at the end of the deferral period without paying the outstanding money owed, we reserve our rights to ask you to pay us back any monies paid out in relation to claims in this period.
We can offer you a payment deferral up to your renewal but unfortunately are unable to offer payment deferrals that extend past renewal. This is because your policy with us is a 12 month contract and any renewal will be a new contract with us. As such any deferred premium from the period before your renewal will need to be collected in full after the deferral period ends. This will be outlined in the new payment schedule we send you.
Normally to collect your payment we send a request to your bank before your scheduled payment date to ensure that we collect on time. Unfortunately this means that if you have less than 5 working days left before your next payment is due to be collected, we will be unable to stop this collection and instead will defer the subsequent payments.
If a payment deferral doesn’t meet your needs and you have a Maximum Benefit policy, you can always speak to us about downgrading or changing the cover you have. It’s best to call us on 0330 100 7915 to speak with one of our team directly as they’ll be able to explain to you not only what options you have but also make sure you understand if this would have any effect on the extent of cover your pet has.
If you would like to start a payment deferral on more than one policy, you will need to contact us on 0300 100 7915 to discuss your options further.
Need to make a claim on your pet insurance? Or want to update your details? We’ve made it quick and simple to manage your policy. So you’ve got more time to do what really matters – like pampering your pet pooch or feline friend.
Recently moved house, changed your email address or phone number? Just give us a call to let us know using the contact details below.
For policies taken out between 3rd September 2013 and 30th September 2019
For policies taken out before 2nd September 2013
Pet Insurance Option 1 Policy booklet (PDF 208KB)
Pet Insurance Option 2 Policy booklet (PDF 234KB)
If you want us to send you a printed copy of these documents, call us on 0330 100 7915. Calls may be recorded.
Quickly upload documents, like claim forms or previous vet history, by filling out our simple online form.Upload a document
If you pay your pet insurance by Direct Debit, your policy will automatically renew with the bank account details you used last year. Don’t pay with Direct Debit? Just give us a call using the contact details below.
You should receive your renewal documents 21 days before your renewal date. If you haven’t received your documents within two weeks of your renewal date, give us a call.
If you can’t find the information you need online and want to get in touch, just give us a call using the contact details below.
We’re here Monday to Friday, 9am–5pm. Calls are charged at local rates from landlines and mobiles and may be monitored and recorded.
Call our customer service team on 0330 100 7915 – they’ll be more than happy to help.
Want to make or track a claim? Give us a call on 0330 100 7914.
We hope you never need to, but if you have to make a complaint, call us on 0330 100 7920 or write to us at:
Sainsbury’s Pet Insurance
Great West House (GW2)
Great West Road
Need to make a claim on your pet insurance? Get all the information you need and help us process your claim as quickly as possible.
Get started by downloading the relevant pet insurance claims form below. Once you’ve got all the necessary information and have completed the form, you can upload it online or send it to us at:
Sainsbury’s Pet Insurance
Great West House (GW2)
Great West Road
If you’d rather not download a form, you can call our claims team using the contact details above and we’ll send you one out in the post.
Once we’ve got your completed claim form and any supporting documents, we’ll aim to process your claim within seven working days.
If we need any more information to process your claim, we’ll be in touch to tell you what it is and how to get it.
When we’ve assessed your claim, we’ll give you a decision and let you know:
- How much we’ll pay (if we can’t help you with all or part of your claim, we’ll explain why)
- How much you need to pay (this will include your excess, uncovered items and any amount above your cover limit)
You can download and print the relevant claim form below. If you need any help, we’ve created a simple guide to completing your form.
- Vet Fees claim form (PDF, 98Kb)
- Boarding Fees claim form (PDF, 76Kb)
- Loss by Theft or Straying, Advertising and Reward claim form (PDF, 80Kb)
- Trip Cancellation claim form (PDF, 74Kb)
- Accidental Damage, Loss of Limb or Sight claim form (PDF, 76Kb)
- Pre Authorisation claim form (PDF, 97Kb)
- Electronic Claim Authorisation form (PDF, 55Kb)
- Holiday Cover claim form (PDF, 99Kb)
- Personal Liability claim form (PDF, 80Kb)
Claim form guide
- 'How to complete your claim form' guide (PDF, 138Kb)
If your claim’s in progress or has closed in the past six weeks, you can quickly track it online. All you need is your policy number and postcode.
Making a third party liability or pre-authorised claim? Give our claims team a call using the contact details above and we’ll help track your claim.Track claim
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.