If your pet has collapsed, is unconscious or has been involved in a serious accident, you should seek advice from a vet immediately.

We know your pet is part of the family. And like any family member, you want what’s best for them.

So to help give you extra reassurance and peace of mind, we’ll give you free access to our Vet Assistance service when you protect your pet with us.

What is Vet Assistance?

Vet Assistance is a 24/7 vet advice helpline where Sainsbury’s Bank Pet Insurance cusomters can speak to qualified vet nurses and discuss pet health issues and care.

So if your dog is a little down in the dumps or you have a sicky kitty, give us a call on 0303 334 0796 (calls are charged at local rates from landlines and mobiles).

All you need is your email address and policy number to hand – and be ready to describe your pet’s symptoms or your concerns.

When should I contact Vet Assistance?

If your pet’s insured by us and you spot something’s not quite right – even if your pet isn’t showing any visible symptoms – get in touch right away.

Getting expert advice from a vet nurse could help catch a symptom or condition early and get it treated quicker. Your pet’s problem might turn out to be completely harmless – but it’s better to be safe than sorry.

So don’t wait and see. Contact our 24/7 vet advice line as soon as you’ve got any worries and our vet nurses will be on hand to help. There’s really no call too small.

What advice will the vet nurses give me?

Our vet nurses will listen to all the concerns and worries you have about your pet and advise you on the best course of action.

They’ll offer guidance on a range of issues, including your pet’s health and nutritional and behavioural advice. If needs be, they’ll even set up a video call so they can see what’s wrong with your pet.

They won’t be able to diagnose any condition or symptoms your pet has over the phone, but they will tell you if they think your pet needs to see a vet.

What should I do in an emergency?

If your pet has collapsed, is unconscious or has been involved in a serious accident, you should seek advice from a vet immediately.

But if you do contact Vet Assistance, our vet nurses will offer the advice you need before you get to your vet. This could include short-term treatment advice such as applying pressure to a wound or the best way to transport them.

If you’re away from home and don’t know where the nearest vet is, Vet Assistance can even help find the closest one for you.

What else can I talk to Vet Assistance about?

Vet Assistance isn’t just here for when your pet is poorly. Our vet nurses are always on hand to chat to you about all aspects of your pet’s health and wellbeing, including:

  • Vaccinations
  • Dental advice
  • Toilet training
  • Feeding and nutrition
  • Taking your pet on holiday
  • Parasites, including fleas and worms
  • Pregnancy, including whelping and kittening
  • Training advice, including contacts for dog trainers
  • Behavioural advice, including contacts for pet behaviour counsellors
  • Contacts of vetted and insured pet sitters in your area
  • Bereavement counselling to talk you through your difficult time

If you’ve got a query or concern that isn’t listed above, don’t worry. If it relates to your pet’s health, our vet nurses are here to help.

What Vet Assistance can’t help you with

There are some things that our vet nurses won’t be able to help you with. These include:

  • Claims advice or updates
  • Buying a policy
  • Making payments
  • Cancelling your policy
  • Checking or updating your policy details

If you want to find out more about these issues, check out our FAQs or visit our pet insurance help and support page.

Any other questions?

Before you contact Vet Assistance, check out our FAQs to see if we’ve already answered your question.

See all FAQs

Ready to protect your pet?

If you’ve been looking for a pet insurance policy that provides 24/7 Vet Assistance, you’re in the right place.

Check you’re happy with the terms of our cover in our policy documents – then get started with your quote.

Get a quote

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 plc acts as an introducer to Pinnacle Insurance plc who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (register number 110866). Registered Office: Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire, WD6 2XX. Sainsbury’s Bank plc and Pinnacle Insurance plc are not part of the same corporate group.