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Taking out a new policy

There’s no doubt about it, insurance can be confusing.

We recommend reading our policy document for full detail of the cover we provide but below you can find the answers to some of the questions we get asked the most.

Still scratching your head? Please call us on 020 3750 0022 and we will happily talk you through the policy and answer any questions you may have.

Who underwrites the policy?

ETU Forsikring A/S Registered Office: Hærvejen 8, DK-6230 Rødekro, Denmark are authorised and regulated by the Finanstilsynet (the Danish Financial Regulator). Their Finanstilsynet authorisation reference is 108873. As an Insurance Company authorised within the European Union, ETU Forsikring A/S is permitted to conduct business within the United Kingdom and is authorised by the Financial Conduct Authority. Their UK Financial Conduct Authority authorisation number is 807534.

Are there any age restrictions?

Your pet needs to be at least 8 weeks old when the policy starts. We do not have any upper age limit on our lifetime policies. We are one of the few providers that can provide lifetime cover to the older generation of cats and dogs.

When will my policy start?

You have the option to select a start date up to 30 days ahead from when you complete the online application. When you complete the application, we will email your certificate of insurance, which will state the policy start date you selected.

From the start date of the policy, the first 14 days are your inception period, during this time you are not covered for any injury or accident for 5 days and you are not covered for any illness within the first 14 days of the policy year. During this time, you can cancel the policy at any time and no payment will be taken.

What is the policy excess?

The policy excess is £95 on all our policies (increased to £250 for Public Liability). This is what you will pay when starting a new claim for a new condition/illness or injury. This is a one-off payment per new claim and not an annual excess.

If your pet is aged 7 years or older at the time of the claim, we ask you to contribute a co-insurance amount of 20% of the claim. This co-insurance increased to 25% from the age of 12 and over. This allows us to provide older pets Lifetime cover without the monthly premiums costing the earth, so you contribute towards a claim if you need to make one and don’t pay over the odds if you don’t.

Here is an example of how this works:

  • £500 approved claim
  • You pay your excess of £95
  • Balance of claim is £405
  • We ask for a further 20%, which in this case would be £81
  • The total claim settlement would be £324.00
Do you offer multi-pet policies?

Yes, the more furry friends the better! We can offer a multi-pet policy for any pets that have the same registered owner and live at the same address. This will mean your pets will all come under one policy reference number.

Why can't I see my dog's breed on the online application?

There are some breeds we are currently unable to insure along with any dogs that are registered under the Dangerous Dogs Act. If your dog’s breed is not on appearing on the application or on this list, please call one of our agents on 020 3750 0022.

How are premiums calculated?

Breed, size, age and location are factors that are taken into consideration when calculating your premium. The price of your insurance is assessed carefully to ensure what you pay is fair. Your premium is also a reflection of the probability of future claims.

Will my premium go up on renewal?

The premium will increase each year at renewal as the pet gets older and vet costs go up. It might also increase due to changes in insurance premium tax or a re-evaluation of risk.

If a claim is made the premium could increase significantly at the next renewal.

There’s no limit on how much the premium could be.

Do you cover pre-existing conditions?

All pre-existing conditions are excluded from cover. However, a condition will cease to be a pre-existing condition if:

  • The condition has been treated and Your Pet has fully recovered, leaving no susceptibility to future problems or underlying weakness and since that point;
  • Your Pet has not received any treatment for or in connection with the condition for a continuous period of 24 calendar months;
  • There have been no symptoms or vet consultations relating to the condition for the previous 24 months.

Chronic Condition - Means any condition that continues indefinitely or cannot be cured or eradicated and that may recur or requires ongoing treatment.

If you are unsure whether your pet’s condition would be considered chronic, please call our team on 020 3750 0022 and we will do our best to advise you.

Can I apply if my pet has any pre-existing conditions?

You can take out a policy for your pet if they have had any pre-existing conditions, but cover will be excluded for these conditions.

We define a pre-existing condition as any condition, illness, injury or bilateral condition which occurred or first showed clinical signs prior to the Policy start date, whether diagnosed or not or existing in any form even if the diagnosis changes. This includes if the condition, illness, injury or bilateral condition has the same diagnoses or is caused by, relates to or results from a condition, illness or injury which occurred prior to the policy start date.

Are there any exclusions?

All exclusions are listed in the Policy Wording document. It is essential that you read this so you are aware of what your pet will and will not be covered for and you don’t have any nasty surprises late on.

Still unsure?

An existing policy

There’s no doubt about it, insurance can be confusing.

We recommend reading our policy document for full detail of the cover we provide but below you can find the answers to some of the questions we get asked the most.

Still scratching your head? Please call us on 020 3750 0022 and we will happily talk you through the policy and answer any questions you may have.

Who underwrites the policy?

ETU Forsikring A/S Registered Office: Hærvejen 8, DK-6230 Rødekro, Denmark are authorised and regulated by the Finanstilsynet (the Danish Financial Regulator). Their Finanstilsynet authorisation reference is 108873. As an Insurance Company authorised within the European Union, ETU Forsikring A/S is permitted to conduct business within the United Kingdom and is authorised by the Financial Conduct Authority. Their UK Financial Conduct Authority authorisation number is 807534.

I haven’t received my policy documents

Sorry you haven’t received these. Your policy documents are automatically sent to you by email immediately after you complete the online application. If you can’t find the email, please check your Junk or Spam folder as most of the time the email ends up there. If the email is not there, we may have an incorrect email address on the policy, so contact us on 020 3750 0022 and we can check this for you.

My policy details are wrong

No problem. You can use the contact form below to contact us with the following details and we will update your policy within 5 working days.

  • First Name
  • Last Name
  • Policy number
  • Current postcode
  • Pet name
  • Changes to be made
I’d like to change my contact details

Moved house? New email address? No problem, just email hello@lifetimepetcover.co.uk from the email we have registered on your policy with the following details:

  • Full Name
  • Policy number
  • Current postcode
  • Pet name
  • Changes to be made
I want to add another pet

That’s great news! Please call one of our agents and we can get your additional pets covered: 020 3750 0022

I want to cancel my policy

We’re really sorry to see you go. If you do need to cancel, please email us at hello@lifetimepetcover.co.ukfrom the email we have registered to your policy. Please include the following information

  • First Name
  • Last Name
  • Policy number
  • Current postcode
  • Pet name
  • The reason for cancellation
I want to change my payment date or details

If you would like to change the date your direct debit is collected, or change the bank account it is coming out of, please call one of our agents: 020 3750 0022

Still unsure?

Renewing my policy

There’s no doubt about it, insurance can be confusing.

We recommend reading our policy document for full detail of the cover we provide but below you can find the answers to some of the questions we get asked the most.

Still scratching your head? Please call us on 020 3750 0022 and we will happily talk you through the policy and answer any questions you may have.

Will my policy automatically renew?

If you have chosen to pay by either monthly or annual direct debit, your policy will automatically renew unless you tell us you would like to cancel the policy or cancel your direct debit. If you have previously paid by debit card, you will need to call us on 020 3750 0022 to process the renewal.

When will you contact me about my renewal?

We will write to you by letter 30 days before your policy is due for renewal. The letter will outline your new premium and advise of any changes to the policy that you should be aware of.

Will my premium go up on renewal?

The premium will increase each year at renewal as the pet gets older and vet costs go up. It might also increase due to changes in insurance premium tax or a re-evaluation of risk.

If a claim is made the premium could increase significantly at the next renewal.

There’s no limit on how much the premium could be.

Can I upgrade or downgrade my cover level?

We can change your cover level at renewal. You are not able to do this mid-term. If you would like to get options for lower or higher cover levels, please contact us on 020 3750 0022.

Please note, if you wish to transfer your pet to a plan with a higher cover limit, the new limit will not apply to any condition, sign or symptom that started before the transfer date. This means the higher cover level will not be available to any claims you are currently making.

If I don't renew, is my pet still covered by Lifetime Pet Cover?

If the policy isn’t renewed, the cover will end and it might be difficult to find a new provider that will cover any health problems or medical conditions the pet has already suffered from.

Still unsure?

Claims

There’s no doubt about it, insurance can be confusing.

We recommend reading our policy document for full detail of the cover we provide but below you can find the answers to some of the questions we get asked the most.

Still scratching your head? Please call us on 020 3750 0022 and we will happily talk you through the policy and answer any questions you may have.

How do I start a claim?

To start a new claim, you will need to request a claims form. This can be done through our website in the claims section or alternatively you can call our claims team on 01285 626 020.

If we are settling the claim directly with the Vet, you will need to pay the Excess, plus any additional co-insurance upfront to the Veterinary practice when starting the claim. If we are settling the claim directly with you, we will pay you the claim amount minus the excess and co-insurance (if applicable).

Do you settle claims directly with the Vet?

Yes, our default procedure is to work with Vets directly, so you are not left out of pocket. However, this is dependent on the Vet and if they are happy to work with us directly. If they require you to pay upfront, we will then pay the claim settlement directly to you instead.

How can I check on the progress of my claim?

You can call our claims team on 01285 626 020 and they will be able to update you on your claim or answer any queries you may have.

Will my premiums increase if I make a claim?

If a claim is made, the premium could increase significantly at the next renewal.

Still unsure?

Still unsure?