Customer information

If you took out a PDSA Petsurance policy on or before 16 December 2021 and your policy number begins with PDS or PDH, you're in the right place. 

If your policy was taken out on or after 20 January 2022 and your policy number has the prefix PETPD, please visit this customer information page

Please make sure you're on the right customer information page so we can help you and your pet. 

Contents


Contact us

If you have a question about your PDSA Petsurance policy, or need to make a claim, you can contact us by phone:

0333 234 0599 (lines are open Mon-Fri 8am-6pm, Sat 9am-2pm.)

Customer Service

(8am-8pm weekdays / Saturday 9am-2pm): 0333 234 0605

Claims

(8am-6pm weekdays / Saturday 9am-2pm): 0333 234 0599

 

Your PDSA Petsurance policy information

If you're an existing PDSA Petsurance policyholder, you can download your policy information below.

Claims - how to make a claim

If your policy was taken out on or before 16 December 2021 and your policy number begins PDS or PDH, please follow the simple steps below to take care of your sick or injured pet. If your policy was taken out on or after 20 January 2022 and your policy number begins PETPD, please visit this customer information page.

Step 1:

First and foremost take your pet to the vet. We want them to be in safe hands as soon as possible.

Step 2:

Call us on 0333 234 0599. Our lines are open Mon-Fri 8am-8pm, Sat 9am-2pm. One of our customer contact agents will ask you for some details and explain how to continue with your claim.

Step 3:

Fill in your relevant sections and sign it. Ensure the form is dated following the last day of treatment.

Step 4:

Pass the claim form to your vet to complete their relevant sections and sign it. We also need them to attach any invoices and your pet’s full clinical history.

Step 5:

Pay for your pet’s treatment (unless you have agreed with your vet that it is ok for us to pay them directly.)

Step 6:

You or your vet should then send the completed claim form together with copies of the vet’s bills and your pet’s full clinical history to us at:

PDSA Petsurance
2nd Floor
5000 Lakeside
North Harbour
Western Rd
Portsmouth
PO6 3EN


Step 7:

Upon receipt of your form and any relevant supporting documentation, we’ll assess your claim and send you/your vet a cheque (less any deductions for the excess or items not covered) as soon as it’s approved. In normal circumstances this is within 10 working days.

Helplines

As part of all PDSA Petsurance policies, you'll get access to a range of helplines, to support you with every aspect of pet care.

PDSA petanswer™

You will have access to expert advice from a team of vet nurses, available 24/7 to answer any questions you may have about your pets health or wellbeing. This helpline provides advice on common illnesses, including vomiting, diarrhoea and skin problems. Help with minor issues including, fleas, exercise and diet. Advice on specific events such as going abroad, disease and poisoning. The number to call to access out of hours support is 0303 334 0611. Alternatively, if you would prefer to live chat with a vet nurse you can do so here.

Vet finder service

If you or your pet are away from home while in the United Kingdom and Northern Ireland and your pet needs urgent veterinary care, PDSA Petsurance gives you access to our helplines so we can identify the nearest vet for you.

Bereavement counselling

This is an understanding, confidential and professional service. You can talk for as long as you need to about the death or illness of your pet. The service provides help and advice to address the symptoms brought about by bereavement and is available 24 hours a day, 364 days a year.

Pet legal

Lawyers are available to provide advice and explain legal issues in plain English and in a friendly and helpful way. They're on hand to help 24 hours a day, 365 days a year.

Pet minders

A service to help you to find a registered Pet Minder close to your home, whether you need someone to look after your pet for a few minutes or for weeks.

PetWise Pet Health Hub

For advice and guidance from our vets and vet nurses on a variety of symptoms and conditions in pets, visit the Pet Health Hub.

Complaints

We are committed to providing you with an exceptional level of service and customer care. We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens we want to hear about it so that we can try to put things right. Although it can help to make complaints in writing we are happy to receive complaints communications in whatever form or medium is appropriate for your circumstances.

Need Help?

The most important factors in getting your complaint dealt with as quickly and efficiently as possible are to be sure you are talking to the right person, and that you are giving them the right information. If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team. This can be done either by telephoning us or by letter if you prefer.

Contact:

Telephone: Customer Service – 0333 234 0605           Claims – 0333 234 0599

Address:

PDSA Petsurance
2nd Floor
5000 Lakeside
North Harbour
Western Rd
Portsmouth
PO6 3EN

 

Response Time

Where we are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:

  • Acknowledgement of your complaint in writing within 5 working days of receipt. This will state who is handling the complaint.
  • We will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response.
  • Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service (see below).

 

What is a final response?

This letter should clarify the final position in relation to your complaint and any actions agreed going forward.

 

The Financial Ombudsman Service

What you should know

You may go directly to The Financial Ombudsman Service with your complaint but the Ombudsman will only review your complaint at this stage with your insurer's consent. However, we are still required to follow the procedure and timeframes stated above in the Response Time section.

If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.

If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if your insurer has provided consent.

The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be.

 

Contact Details

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9 123

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service will consider your complaint totally impartially and we are bound by their decision.

 

PDSA Petsurance is a trading name of Insurance Factory Limited, which is authorised and regulated by the Financial Conduct Authority (No. 306164). Registered in England and Wales Number 02982445. Registered Office: Markerstudy House, 45 Westerham Road, Bessels Green, Sevenoaks, Kent, TN13 2QB.