Frequently Asked Questions

We know pet insurance can be confusing, so here are some of our most frequently asked questions

We're here to help

Not sure what is included in your policy? Unsure of what to do in the event of a claim? Here are some of our most frequently asked questions about our policy. Don't forget, our friendly, UK-based team are on hand to help if you can't find what you're looking for.

This is the amount that you must pay towards each claim that you make. The excess is specified in your schedule of insurance and in addition to a fixed excess a percentage excess may also apply. When your pet’s treatment falls into two or more periods of insurance, you must pay the fixed excess for each period of insurance and also for each separate illness or injury. The excess will be deducted from the claim settlement. For full information on the excesses please refer to the Policy Terms and Conditions booklet.

We will cover some working dogs such as hunting dogs. However, dogs used for security or racing will not be covered.

No, we don’t provide cover for the cost of routine pet care. However, if you choose our higher level policy we will give you a £25 voucher towards your annual health check or vaccination, each and every year.

No, we do not require your dog to be microchipped to use our insurance. However, certain sections of the policy such as loss due to theft or straying will be invalidated if the dog is not microchipped.

We will provide cover for the cost of treating skin conditions, so long as there were no symptoms or clinical signs prior to the start of the policy. All claims are assessed in line with the policy terms so please refer to the policy booklet for more detail.

We will provide cover for the cost of treating diabetes, so long as there were no symptoms or clinical signs prior to the start of the policy. All claims are assessed in line with the policy terms so please refer to the policy booklet for more detail.

Yes, and there is no restriction should you wish to change and go to another veterinary practice.

These are clinically proven and formulated diets made by a pet food company for a vet to prescribe to help with a specific illness or injury. We recognise that such diets can play an important part in your pet’s treatment and we can contribute 50% of the cost of a prescription diet up to a maximum amount for each illness or injury as detailed in your Schedule of Insurance. This limit is included within the overall maximum veterinary benefit, which you have selected. However a prescription diet used to help your pet lose weight is not covered.

You should send in your claim as soon as possible. First download a claim form from the website. Then you and the vet treating your pet will need to fully complete and sign the form. Once completed you should collect it from your vet and return it to the address on the form, enclosing all the relevant receipts or invoices and any other supporting documents. For further advice please call our claims helpline.

For your convenience we pay claims directly into your bank account providing we have your account details. Please ensure that the payment details are completed on the front of the claim form.

Yes, with their agreement. We frequently provide payment (after any deductions) direct to veterinary practices. If your vet is happy receive direct payment, please indicate this on the relevant section on the front of the claim form.

You and your vet are required to complete a claim form, and your vet will need to ensure that he/she has ticked ‘yes’ in answer to the question ‘Is this a continuation claim’ on section 7b of the form. We can then match your continuation claim with any previous claims on our records for that illness or injury.

The cost of drugs purchased over the Internet can be claimed provided your vet has prescribed the drug to treat your pet. You will need to send together with your claim form a copy of the prescription supplied by your vet together with the receipt for the drug.

Yes, we will pay up to a maximum amount for the cost of behavioural treatment for each separate illness or injury provided this has been carried out by a behaviourist acting under the direction of your vet. The behaviourist must be a certified clinical animal behaviourist or a member of one of the following organisations – the Association of Pet Behaviour Counsellors or the Canine and Feline Behaviour Association. This limit is included within the overall maximum veterinary benefit, which you have selected.

The policy will pay for the cost of pheromone products only if they are used as part of a structured behaviour modification programme as recommended by your vet or a behavioural specialist, for a maximum of six months. This includes the use of DAP diffusers.

The policy includes cover for dental illness and injury but there are some restrictions to the cover provided and we will not pay for routine check-ups including descaling and polishing; elective or cosmetic treatment; or any treatment for over/undershot jaws, crowns and root canal procedures. For further information please refer to the Policy Terms and Conditions booklet or if you are unsure whether your pet’s treatment will be covered please call our claims helpline and talk to one of our pet insurance specialists.

Kennel Club Pet Insurance provides a comprehensive level of cover including the cost of alternative medicine and complementary treatment as recommended by your vet up to a maximum amount detailed in your Schedule of Insurance. This limit is included within the overall maximum veterinary benefit, which you have selected. The cover is limited to homeopathic or herbal medicine; physiotherapy; osteopathy; chiropractic treatment; hydrotherapy and acupuncture. Please ask your vet to complete a claim form as usual and ensure that the relevant section on the reverse of the form has been completed.

This is included in the alternative medicine and complementary treatment benefit, and the cost of up to 20 sessions of hydrotherapy for the rehabilitation of your pet as recommended by your vet can be claimed for each separate illness or injury. A pool operator who is a member of the Canine Hydrotherapy Association (CHA), the National Association of Registered Canine Hydrotherapists (NARCH), or a veterinary practice must provide the hydrotherapy. Please include the receipts from the hydrotherapy centre with your claim form and ensure that the relevant section on the reverse of the form been completed.

Kennel Club Pet Insurance provides a comprehensive level of cover including the cost of alternative medicine and complementary treatment as recommended by your vet up to a maximum amount detailed in your Schedule of Insurance. This limit is included within the overall maximum veterinary benefit, which you have selected. The cover is limited to homeopathic or herbal medicine; physiotherapy; osteopathy; chiropractic treatment; hydrotherapy and acupuncture. Please ask your vet to complete a claim form as usual and ensure that the relevant section on the reverse of the form has been completed.