Guide · Insurance
How to make a pet insurance claim
Claims are usually slow for one reason: missing paperwork. Having the right documents together turns a stressful afternoon into a ten-minute job.
Last reviewed: 2 October 2026
In short
Step by step
- Check your policy covers the condition and note your excess.
- For a big bill, ask your vet whether they can claim directly from your insurer.
- Ask for an itemised invoice after treatment.
- Fill in the insurer's claim form — most are online now.
- Your vet completes their section and sends the clinical history if needed.
- Keep a copy of everything and note the claim reference.
Paperwork to have ready
- Policy number and insurer contact details
- Itemised vet invoice(s)
- Your pet's clinical history, especially from before the policy started
- Vaccination and preventative-care dates, which some insurers ask about
- Microchip number and your pet's date of birth
Common reasons for delays
Missing invoices, incomplete history from a previous vet, and questions about whether a condition started before cover began cause most hold-ups. If your pet has moved practices, ask for the old records early. Keeping invoices and vet notes together in Pawfile means you can find them in seconds.
If a claim is rejected
Ask for the reason in writing and check it against your policy wording. Use the insurer's complaints process; if you're still unhappy after their final response, you can usually refer it to the Financial Ombudsman Service at no cost.
This is general information, not veterinary advice. Vaccination protocols vary by country, brand of vaccine and your pet's individual risk. Always follow the schedule your own vet recommends. Pawfile is an admin tool for keeping those records and reminders organised — it does not diagnose or treat.
Common questions
- How long does a pet insurance claim take?
- Simple claims with complete paperwork are often settled within a couple of weeks. Missing invoices, unclear history or questions about pre-existing conditions are the usual causes of longer delays.
- Can my vet claim directly from the insurer?
- Many UK vets and insurers support direct claims, where the insurer pays the practice and you only pay the excess. Ask your practice and check your policy before treatment if the bill will be large.
- Is there a time limit for making a claim?
- Most policies set a deadline, commonly between 90 days and 12 months after treatment. Check your policy wording and claim as soon as you have the invoice.
- What if my claim is rejected?
- Ask the insurer to explain the reason in writing and use their complaints process. If you are still unhappy after their final response, you can usually take it to the Financial Ombudsman Service for free.
Get the free printable pack
Pop in your email and we'll send the printable vaccination record cards plus our plain-English UK schedule guides. No account needed.
We only use your email to send the pack and occasional pet-admin tips. Unsubscribe any time · Privacy notice
Never miss a booster again
Store your pet's vaccination card, set renewal reminders and keep every vet document in one place. Free for your first pet.