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Pet FAQs

 

Questions

Buying a policy

  1. When is the Churchill pet insurance office normally open?
  2. What is the maximum age of a pet you will insure?
  3. What is meant by a pre-existing condition?
  4. What if my pet is ill before the insurance starts?
  5. I have never insured my pet before. Why do I need to?

Service and cover

  1. Why is there a limit of 12 months for payment of any condition?
  2. Do you cover pet damage to my home contents?
  3. Why is my cat not covered against liability risks?

Payment

  1. How can I pay for my policy?
  2. I already have a pet insured with you. Why is the price/cover different?

Claims

  1. What should I do if I need to make a claim?
  2. What does co-insurance mean?
  3. What is my excess?

Answers

Buying a policy

  1. When is the Churchill pet insurance office normally open?
    Weekdays 8am - 8pm
    Weekends and Bank Holidays 9am - 5pm

    If we're closed when you call, please leave a message and we'll call you back during office hours.


  2. What is the maximum age of a pet you will insure?
    You can buy a new policy for your cat from 8 weeks up to and including 10 years old. Dogs can be insured from 8 weeks up to and including 8 years old. Once your pet is insured with us, cover is normally available for the rest of your pet's life.

  3. What is meant by a pre-existing condition?
    Any condition which occurred or existed in any form, prior to inception of the insurance policy.

  4. What if my pet is ill before the insurance starts?
    We are unable to cover an illness or condition that is pre-existing or occurs during the first 10 days of your insurance cover.

  5. I have never insured my pet before. Why do I need to?

    With vets' fees becoming increasingly expensive and no "pet NHS", the bill for even minor treatments can be a shock. Vets' bills for treating a broken leg for example could cost up to £1000*. So insuring your pet could be a very sensible move.


    * Source: Mintel Pet Insurance Dec 2005 report.



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Service and cover

  1. Why is there a limit of 12 months for payment of any condition?
    We pay up to £3000 for each eligible condition for up to 12 months from the first treatment date (whichever limit comes first). The 12 month limit for each condition helps us to keep down the costs of long term illnesses e.g. maintenance drugs. It provides adequate cover for the majority of conditions, which do not require long term treatment and is normal for competitively priced policies.

  2. Do you cover pet damage to my home contents?
    No, but this may be covered by your home contents insurance.

  3. Why is my cat not covered against liability risks?
    Under UK law you cannot be held liable for the actions of your cat. This is different for a dog where you are responsible for any injury or damage to third party property that they may cause.

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Payment

  1. How can I pay for my policy?
    You can pay online in one lump sum using Visa, MasterCard or Switch/Maestro. A Direct Debit lump sum or monthly payments can be set up at no extra cost.
    If you're paying by card, please note that "card number" refers to the long number shown across the middle of your card (this is between 16 and 21 digits).

  2. I already have a pet insured with you. Why is the price/cover different?
    Our premiums are calculated on various factors individual to each customer and pet, for example the specific age and breed of the pet. If you would like to discuss your premium and cover, please call us - we will be happy to go through this with you.

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Claims

  1. What should I do if I need to make a claim?
    Simply call us and we will send you a claim form to complete. If you prefer (and your vet agrees) we can also settle bills for treatment directly with the vet.

  2. What does co-insurance mean?
    This is the amount you pay towards the vet fee claim for each condition. For all pets aged 7 or older the mandatory co-insurance amount is 20%. This is in addition to the standard excess of £55 for cats and £65 for dogs and any voluntary excess you may have selected.
    For example, if a claim of £300 was made for a dog, the initial excess of £65 would be deducted and you would then be required to pay 20% of the remaining £235 balance, which is £47. Therefore the total you would be required to pay towards the claim is £112.

  3. What is my excess?
    The excess is the first part of each and every claim which must be paid by you. The standard excess is £55 for cats and £65 for dogs. In addition to this you may have selected to pay an additional excess. This will be shown on your schedule.

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