Pet Insurance FAQs
Important Contacts
Live Chat can be used by logging into My Account
Phone: 03331882035
Email: WHSmith@petprotect.co.uk
Post: Pet Protect Limited, Betchworth House, 57-65 Station Road, Redhill, Surrey, RH1 1DL
Cost of living - How can we help
We understand things are tough at the moment, with many people facing money worries. If you have any such concerns, please get in touch with us as we may be able to help.
If you need to speak to us, please use any of our contact us options on our website.
How Do I Submit a Claim?
Please submit a fully completed claim form to register your claim. Forms are available to complete online:
Click here to access claim form
Travel forms can be obtained by contacting us at WHSmith@petprotect.co.uk.
We will pay your claim:
- If the claim form is correct and complete.
- When we have all the information we need to support the claim.
- When we are sure that the claim is valid.
We are only able to make payments to the policy holder or the treating vet. Requests for payments to be issued to a third party cannot be met.
Claims must be submitted within 6 months of the treatment start date unless otherwise stated (but 6 weeks for the last date of your journey in case of section 11 – Travel Cover)
We will not authorise or guarantee any claims over the telephone but we can offer general advice, and guidance on whether fees will be considered for services provided outside your usual veterinary practice and not by your vet.
Can I Request Payment to be Made Directly to the Vet?
Yes - If it is more convenient and your vet agrees, we can pay claims directly to your vet (except for travel cover). You can tell us to do this when you make a claim. You will need to settle with the vet any fees for non-claimable items and the policy excess / your co-pay (if applicable).
If your vet asks for information about your insurance relating to your claim, we will tell them what the insurance covers and how the amount we pay is calculated.
How Do I Submit a Claim for Travel Cover?
In the event Section 11 - Travel cover applies to this policy, please remember to take a claim form abroad with you. The claim form with regard to the travel cover is different from the standard claim form. You should contact us to request a form at: WHSmith@petprotect.co.uk.
While abroad, you do not need to contact us before any emergency treatment begins. However, you must settle any vet fees directly with the vet and keep all receipts. We are unable to settle any claims directly with the vets abroad. Eligible claims under the Travel cover will be settled with/reimbursed to you in UK currency.
Insurance FAQs
Existing Customers:
- How Do I Obtain a Copy of my Policy Documents?
- How Do I Log into My Account?
- How Do I Make a Complaint?
- How Do I Claim Compensation?
- How Do I Speak to Someone About my Insurance Policy?
- Can I Get a Refund on my Pet Insurance?
- How Do I Unsubscribe from Marketing?
Existing Customers:
How Do I Obtain a Copy of my Policy Documents?
A full set of policy documents will be sent to your email address when you buy an insurance policy. You can access your documents and further information at any time by logging into your account: Log In
How Do I Log into My Account?
You can log in using the email address and password that you used to set up the account. Simply follow this link: Log In
How Do I Make a Complaint?
If you wish to make a complaint you may contact us through the following methods:
Post: Customer Relations Department Pet Protect Limited Betchworth House, 57-65 Station Road, Redhill, Surrey, RH1 1DL
Telephone: 0345 602 4797
Email: complaints@petprotect.co.uk
If you remain dissatisfied with our response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS’s contact details are as follows:
Post: Financial Ombudsman Service (FOS) Exchange Tower Harbour Exchange Square London E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0)300 123 9 123
Website: https://www.financial-ombudsman.org.uk
If you make a complaint your legal rights will not be affected.
Please note that the FOS will not deal with your complaint if you submit it to them sooner than 8 weeks after receipt of the complaint to us, or longer than 6 months after you have received a written final response.
How Do I Claim Compensation?
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Our products and services are covered for 90% of the claim with no upper limit. Further information about compensation scheme arrangements is available from the Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU or from their website (fscs.org.uk/contact-us).
How Do I Speak to Someone About my Insurance Policy?
If you need to speak to someone about your Pet insurance policy, use our Live Chat or call our Customer Helpline:
+ 44 (0) 03331882035Live Chat: can be used by logging into My Account
Monday to Friday 8am - 5.30pm, Saturday Closed, Sunday Closed
Can I Get a Refund on my Pet Insurance?
There is a cooling-off period of 14 days, within which you can decide to cancel your Pet insurance policy as long as you haven’t made a claim. You will be issued a full refund in this case.
Full details of the cancellation policy can be found in the policy wording booklet.
How Do I Unsubscribe from Marketing?
You can unsubscribe from marketing emails at any time by clicking the “unsubscribe” button at the bottom of any marketing email.
Please see your policy documentation for further information.
*Please refer to the terms and conditions within your policy wording for full details on coverage, as well as any conditions and exclusions that may apply.
If you have any queries about the insurance products you purchased through the WH Smith website please contact:
Acrisure UK MGA on 0203 3018366 or email: contact.auk@acrisureuk.co.uk.
Acrisure UK MGA Limited is registered in England and Wales (No. 09742763). Registered office: Walsingham House, Ninth Floor, 35 Seething Lane, London, EC3N 4AH. Acrisure UK MGA Limited (FCA No. 835270) authorised and regulated by the Financial Conduct Authority to carry out insurance distribution activities.