Tel: 020 3750 0022

Customer Complaints

As a customer focused team our main aim is to provide an excellent level of service for our customers and their pets. Unfortunately, we do accept that sometimes things go wrong. In these situations we will do everything we can to come to a resolution quickly and fairly.

We’re not here to make things difficult for you, so we have a clear process that we stick to which ensure that your complaint is dealt with in a quick and efficient manner.

All complaints are recorded, including the original issue, the root cause, and the resolution so that we can make sure the same error or oversight is not repeated. We also provide a regular complaints report to the FCA as per their guidelines.

Lifetime Pet Cover's Buster the Beagle in his house

What can you do if you’re unhappy with the service or product we’ve provided?

If you have a complaint regarding the sale or general administration of your policy:

If you’re unhappy with the sale or administration of this insurance, please contact Lifetime Pet Cover from which the insurance was purchased.

You can submit a complaint by any of the following means:

Telephone: 020 3750 0022 between 8.30am – 6pm Monday – Friday or 9am - 1pm on Saturdays


Post: Lifetime Pet Cover, Langham Suite, The King Centre, Main Road, Barleythorpe, Oakham, Rutland, LE15 7WD

If you have a complaint regarding your claim:

If you are unhappy with the handling of a claim, please contact the relevant claims handler who processed your claim, as below.

If your policy number starts with BIC, please contact Trent-Services (Administration) Ltd:

Post - Trent-Services (Administration) Limited, Trent House, Love Lane ,Cirencester, Gloucestershire, GL7 1XD

Alternatively, you can email them at [email protected] or call them on 01285 626050

If your policy number starts with COV, please contact Covea Insurance plc:

This can be done by contacting the claims team either by telephone on 03300 242 493, email at [email protected], or post to Covea Insurance Plc, Pet Claims, A+B Mills, Dean Clough, Halifax, HX3 5AX.

When you submit a complaint, please quote your policy number, which is on your Certificate of Insurance.

What you can expect if you submit a complaint

When you make a complaint, our customer service team will do everything they can to make the process smooth and quick.

All complaints will be examined by a member of the Lifetime Pet Cover team with the appropriate authority and training.

When dealing with your complaint, you will be treated with the same respect, sincerity, and fairness as any other customer.

We will regularly keep you up to date with the progress of your complaint at each necessary stage and we may make contact to request further information.

What happens once you have submitted a complaint?

We begin processing and respond to each complaint within 1 working day. Depending on the nature of the complaint, we may find a satisfactory conclusion within this time, in which case you will be informed.

If no satisfactory conclusion is found within 1 working day, it will be escalated with the aim to be dealt with within 5 working days.

Complex complaints may take longer than 5 working days, in which case you will receive a holding letter detailing our findings and the next stages of the process.

If there is still no satisfactory conclusion within 4 weeks, you will be sent another holding letter.

If we are unable to find a satisfactory conclusion within 8 weeks, we will contact you with a final letter to tell you why. This will include a Financial Ombudsman Service leaflet with details of how the complaint can be raised with the Financial Ombudsman Service (FOS).

What you can do if you’re unhappy with the outcome

If you're dissatisfied with our handling of and/or response to the complaint, you may be referred to the UK Financial Ombudsman Service (FOS), depending on the nature of the complaint and whether it should properly be directed against us or another party.

You have the right to refer your complaint to the FOS, free of charge, but you must do so within six months of the date of our final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Referring a complaint to the FOS is an alternative form of dispute resolution. It does not affect your right to take legal action.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) which offers a free, independent complaint resolution service.

If you are unhappy with the response to your complaint, you can contact the FOS by post, telephone, email, or via their website as per their details below:

Postal address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567

Email: [email protected]


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