Customer information

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.)

Or write to:

PDSA Pet Insurance
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8QL

Contacting us over Christmas and New Year

Our call centre will be closed for a few days over the Christmas holidays. If you need to make a claim during this time, you can contact us by phone during the following hours: 

23 December: 9am - 1pm

24 December: Closed

25 December: Closed

26 December: Closed

27 December: 8am - 6pm (normal opening hours)

28 December: 8am - 6pm (normal opening hours)

29 December: 8am - 6pm (normal opening hours)

30 December: 9am - 1pm

31 December: Closed

1 January: Closed

2 January: 8am - 6pm (normal opening hours)

Claims - How to make a claim

If your pet is poorly or has been involved in an accident, you will want to take care of it as soon as possible. By following these simple steps you can be confident your pet will be in safe hands and your insurance policy may take care of the cost:

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 free of charge on 0333 234 0599. Our lines are open Mon-Fri 8am-6pm, 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 Pet Insurance
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8QL


Step 7:

Upon receipt of your form, 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 Pet Insurance 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 helpline provides out of hours support when your local vet is closed.

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 Pet Insurance 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.