If you’ve recently changed your email address or phone number, you can quickly update your details on our online servicing portal, My Pet Portal.

Need to make changes to your personal information or payment details? Get in touch with our customer services team using the contact details below.

We’ll send you a renewal notice at least three weeks before your current policy is due to end. This will detail your new policy terms and conditions as well as the cost of your premium for next year.

If you’ve given us your consent, your policy will automatically renew and your monthly or annual payment will be taken from your bank account – unless you tell us otherwise.

If you haven’t received your renewal documents within two weeks of your renewal date please give us a call using the contact details below.

Can’t find the information you need online and want to get in touch? Give our team a call on 0344 543 1032.

We’re open Monday to Friday, 8am-6pm and Saturday, 9am-1pm. Calls are charged at local rates from landlines and mobiles and may be monitored and recorded.

Or if you’d prefer to write to us, you can find the details below.

Customer services

If you've any questions or need to amend your address or payment details, please get in touch with our customer services team.

Write to us at:

Customer Service Department
Sainsbury’s Bank Pet Insurance
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire
WD6 2XX

Claims

You can make a claim online in My Pet Portal. But if you need to speak to us, you can get in touch with the claims team using the following details.

Write to us at:

Claims Department
Sainsbury’s Bank Pet Insurance
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire
WD6 2XX

Complaints

We really hope you never need to. But if you have a complaint about our products or services, you can get in touch using the following contact details.

We'll deal with any concerns you may have as quickly as we can. Wherever possible, we’ll aim to do this within eight weeks of receiving your complaint. 

Write to us at:

Customer Relations Department
Sainsbury’s Bank Pet Insurance
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire
WD6 2XX

If you’re unhappy with our decision...

If you’re unhappy with our decision, you can take your complaint to the Financial Ombudsman Service. This must be done within 6 months of the date of our summary resolution communication or final decision letter. Visit financial-ombudsman.org.uk or write to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

If you’ve already contacted us and we haven’t resolved your complaint to your satisfaction, you could use the European Commission's Online Dispute Resolution service. This is an online portal designed to help consumers who’ve bought goods or services online to conduct dispute resolution.

You can make a claim online in My Pet Portal. Before making a claim, it’s worth checking your policy and certificate of insurance to see if you’re covered. You can find these in My Pet Portal.

Vet fees

Before your pet is treated, check your vet is prepared to complete a pet insurance claims form, provide invoices and a full medical history.

You can then complete your vet fees claim online via My Pet Portal.

All other claims

If you need to make a claim for anything other than vet fees, please download the relevant form from My Pet Portal, which can be found in the ‘Make a Claim’ section. Simply complete the appropriate sections, sign and return your form together with any documents, receipts or certificates that are required.

Once we’ve received 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.

Once we’ve assessed your claim, we’ll let you know how much we’ll pay and how much you need to pay towards the cost of treatment.

If we can’t help you with all or part of your claim, we’ll explain why.

If you want us to pay your vet , that shouldn’t be a problem. We can pay most vet practices directly – letting you focus on helping your pet get better.