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Frequently Asked QuestionsPlease click on one of the questions below to view the answer. If you have a question that isn’t below, please contact us.1. Why is it important to have pet insurance? 2. What pets can I cover with petPals? 3. Does it matter how old my pet is? 4. Why do I need third party liability for my dog? 5. How do I pay for my insurance? 6. What’s not covered? 7. I’ve got more than one animal do I get a discount if I insure them all with you? 8. Can payment be made to the Vet directly? 9. Can I pay for my policy in instalments? 10. Who are your underwriters? 12. After applying for the policy, when does my cover start? 13. How quickly are claims processed? 14. What is a claim excess? 15. Do I need to inform you when I need to claim? 16. Can I claim for complementary treatments and medicines? 17. Do you need any notice to cancel my policy? 18. Am I eligible for a months free insurance? 19. Can I still apply if my pets vaccinations aren’t up to date? 20. What does lifetime mean? 21. Does this policy have a 12 month limit for vet fees? 22. Do you pay for hereditary / congenital conditions? Why is it important to have pet insurance?You can never predict what will happen in the future and you want peace of mind to know that if the unexpected did happen, you would be able to provide your pet with the best treatment possible. With petPals you can have the reassurance that if anything unexpected were to happen to your pet, petPals would cover the cost, no quibble, no fuss. Back to top What pets can I cover with petPals?We offer comprehensive cover for Dogs, Cats.Back to top Does it matter how old my pet is?As long as your pet is older than 8 weeks, we cover most* dogs to 8 years old and cats up to 10 years, if they are insured under this age they are covered for the rest of their lives. Back to top Why do I need third party liability for my dog?If your dog were to cause damage or injury to a third party, you are legally liable to pay. petPals provides up to £1m to cover these costs.Back to top How do I pay for my insurance?You can pay: Monthly by: Direct Debit, Credit Card and Debit Card Yearly by: Direct Debit, Credit Card, Debit Card and Cheque or Postal Orders. Back to top What’s not covered?As with all insurances we can only provide cover for the unexpected so we have to place some exclusions on our policies and they include the following:
I’ve got more than one animal do I get a discount if I insure them all with you?Yes, we offer a 10% discount when you insure 3 or more pets. If you would like to insure more than one pet please call . Please note, when insuring multiple pets you will receive our 10% multipet discount OR 1 month free offer depending on which is of greater value. You will not be entitled to both discounts. Back to top Can payment be made to the Vet directly?Yes, we can make payments directly to your vet. Back to top Can I pay for my policy in instalments?Yes, you are able to pay for your policy in 12 equal monthly payments with no interest charged.Back to top Who are your underwriters?We are underwritten by Domestic & General Insurance PLC.Back to top After applying for the policy, when does my cover start?Your cover will be immediate for accidental injury and Third Party Liability claims. Illness cover will begin 14 days after the start date of your policy.Back to top How quickly are claims processed?We aim to process claims in a 48 period.Back to top What is a claim excess?A claim excess is a small contribution towards the veterinary bill. This is between £40-90, you only need to pay one excess per condition, each year. Back to top Do I need to inform you when I need to claim?You may need to ring us to ask for a claim form, but you do not need to advise us when you wish to make a claim, unless the treatment carried out is not at your usual veterinary surgery. Back to top Can I claim for complementary treatments and medicines?Yes, we will cover you for complementary treatments such as: Hydrotherapy, herbal or homeopathic medicine, physiotherapy and acupuncture. All are covered up to £5,000 for Super policies and up to £3,000 for Standard policies. Back to top Do you need any notice to cancel my policy?If you do wish to cancel your policy and do so within the first 14 days you are entitled to a full refund of your premium. If you cancel your policy after the initial 14 days any refunds due will be on a pro-rata basis. Back to top Am I eligible for a months free insurance?Yes, If your pet is over 8 weeks and under 8 years (6 years for specified breeds) and you buy on the internet you are entitled to 1 months free insurance. Back to top Can I still apply if my pets vaccinations aren’t up to date?Yes, although we will not pay for any illness that is related to your pet not having the recommended vaccinations. Back to top What does lifetime mean?The Lifelong Difference What we mean by Lifelong is cover that pays for treatment up to the benefit amount each year. When the policy is renewed the benefits are also renewed. Other companies offer time capped or financially capped policies, which only pay for a condition for 12 months or until the financial limit has been reached, after which you would end up paying for any further treatment. If you pet were unfortunate enough to develop diabetes the costs for this condition, soon begin to add up. If you were insured with petPals you can relax with peace of mind knowing all your veterinary fees will be paid, up to £5,000 each and every year with petPals. See below how the different policy types and providers compare
petPals would have paid £7,400 and covering the lifetime of the condition. Tesco would have stopped paying after year 1 and only paying £2,500. Direct Line (Advanced) would have paid £6,000 and would have stopped paying claims in year 4 and then excluding any further diabetes claim. Back to topDoes this policy have a 12 month limit for vet fees?No, our policies are true cover for life with no time limits, providing you renew your policy each year. Back to top Do you pay for hereditary / congenital conditions?Yes, we will pay for congenital and hereditary conditions as long as no symptoms have developed before the policy is taken out or during the 14 day waiting period. Back to top |
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