Pet Insurance
Customer Support

Provided by Allianz Insurance plc

Frequently asked questions

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 cheque 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. If you’re 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 that 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.

Sorry, we can only make payments to you or your vet by cheque.

If you are unhappy with the outcome of your claim, please call us on 0330 100 7917 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

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.

With Sainsbury’s Pet Insurance, you can insure up to six pets on one policy, regardless of their species, cover level, or additional cover options. This means you’ll have just one policy number and renewal date to remember.

Even better, the more pets you insure the more money you save. You’ll be entitled to a discount of £1 per pet per month. So if you have a policy with three pets, you’ll receive a £36 discount in your policy year.

Call our Customer Service team on 0330 100 7915. They’ll be happy to help. We’re open Monday to Friday 8am-8pm and 9am-5pm on Saturdays. Calls may be recorded.

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

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

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

If you pay by Direct Debit, you don’t need to do anything! Your policy will automatically renew on the credit or debit card you used last year. If you paid the premium in full last year, all you need to do is call us on 0330 100 7915 to renew. You can switch to our 0% interest free Direct Debit option to make renewal easier in the future.

You should receive your renewal documents 21 days prior to your renewal date. These documents will contain all the information you need and explain what happens next. If you haven’t received your renewal documents within two weeks of your renewal date, please call us on 0330 100 7915.

If you pay by Direct Debit, your policy will automatically renew which is the easiest way to renew your policy. Just call us on 0330 100 7915 and ask to switch your payment method to 0% interest free Direct Debit. You can choose either monthly or annual payments.

You can renew your insurance by phone using your debit or credit card, just call us on 0330 100 7915. You can also switch to 0% interest free Direct Debit so your policy can renew automatically next year.

Please call as soon as possible on 0330 100 7915.

We rate policies on a number of factors and your premium may change depending on your individual policy. Rising vet fees and the removal of introductory discounts can also impact your renewal premium. You can discuss this by calling us on 0330 100 7915.

Throughout the policy you must keep us informed of certain information. The information we need is stated in your policy documents; this can change so make sure you check any new documents we send you. If you don’t provide the information we need it can result in a claim not being paid or can affect the cover we provide.

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 are sad to see you leave, please let us know by calling 0330 100 7915 so we can ensure that 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.

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