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Frequently asked questions...


Click on one of the following categories to reveal related questions and answers.

What animals do you insure?

John Lewis Pet Insurance provides cover for cats and dogs.


Do you have an age limit?

We can accept your cat or dog from eight weeks old* and there’s no upper age limit. The only benefit that stops is Death from Illness Cover. When your pet is over nine years old, we won't give you back the purchase price if they die or have to be put to sleep through illness or natural causes. All other benefits continue.


*You will not be able to claim for vet fees as the result of an accident in the first 48 hours of cover or for any changes in your pet's health or behaviour in the first 14 days of cover. Death From Illness Cover is not available once your pet reaches 9 years old.

Are pre-existing medical conditions covered?

Your pet won’t be covered for any illness, disease, injury or any change in its normal healthy state, its bodily functions or behaviour which they had before this policy started.


Are the costs of neutering/spaying my pet covered?

No, any preventative and elective treatments or routine examinations aren’t covered.


Is dental work covered (ie teeth cleaning, extraction)?

If your pet has an accident, they'll be covered for dental treatment they need as a result, but any regular dentistry isn't covered.


Are hereditary and/or congenital conditions covered?

Yes, your policy will cover hereditary and congenital conditions as long as the condition hadn't been discovered and your pet didn't have any symptoms before the start date, or within the first 14 days of your Pet Insurance policy.

What is the policy excess?

This is the part of a claim that you have to pay.

Whatever cover level you select, you can choose an excess of £60, £80 or £140. This will apply to the Vets Fees Cover and is the amount you pay for each condition in each period of insurance.

Once your pet reaches the age of nine or over, the excess alters and you pay the Vets Fees Cover excess chosen, or 20% of the treatment costs, whichever is greater, for each condition, in each period of insurance.


How do I know what vet fees excess applies if my pet turns nine during a course of treatment?

If your pet reaches the age of nine during a claim, the excess you pay will stay at the amount you paid when the treatment first started and this won’t change for an ongoing claim.


Are there other policy excesses?

Yes, under all our cover levels, for Third Party Liability property damage you pay the first £250 of each claim. If you’ve chosen our Plus or Premier level of cover, you pay the first £75 of each claim for cancellation or cutting a trip short under Travel Cover.


How can I pay for my policy?

We offer our customers a choice of easy payment methods:

  • Monthly Direct Debit (interest free)
  • Credit or debit card for the full amount.

We don't charge you for paying for your Pet Insurance monthly. Online payments are made over a secure server, which uses advanced encryption technology to keep your details safe during transmission.


Is there any advantage to paying my premiums monthly by Direct Debit?

Yes, because it breaks your premium down into affordable monthly payments and we don't charge any interest for paying monthly. You can also relax in the knowledge that at renewal your cover will continue unless your circumstances have changed or you decide to end your pet's cover.


How do I know if my cover has been accepted?

If you’ve bought your Pet Insurance online, once you've entered your payment details, the "payment confirmation" page will be displayed. This page confirms your cover and will display your policy number and cover start date. Your policy documents will be held in your online account. Simply login to view, download or print your documents.


How do I cancel my policy?

From the date you receive your documents, you have 14 days to cancel and get a full refund, as long as you haven’t made any claims.

You may cancel this policy at any time. If you cancel the policy after 14 days and you pay by monthly instalments, and you cancel because your pet has died, has been stolen or strays and you make a claim for this, we will not deduct outstanding instalments for the remainder of the current period of insurance from any claim payment.

If you pay by monthly instalments and you cancel this insurance for any other reason other than those stated above and you make a claim, we will deduct outstanding instalments for the remainder of the current period of insurance from any claim payment.

If you pay the full annual premium and you cancel this insurance because your pet has died, has been stolen or strays, and you make a claim for this, we will refund the proportion of the premium already paid for the remainder of the current period of insurance.

If you pay the full annual premium and you cancel this insurance for any other reason other than those stated above and you make a claim, we will not refund the proportion of the premium already paid for the remainder of the current period of insurance.


Can you cover my pet abroad? If so, how long for?

Yes, our Plus and Premier Cover levels can cover your pet abroad. You need to make sure that you’re travelling to a member country of the PETS Travel Scheme and comply with the requirements of this scheme while you’re abroad.

You’ll be covered for three trips in any period of insurance and each trip can last up to 60 days. More information is available on the Pet Travel Scheme website.


What is Long Term Cover?

John Lewis Pet Insurance offers long term cover for your pet, which means you’ll be able to claim for ongoing conditions. There is no time limit on how long treatment can last and we'll pay up to your chosen vet fee limit each year as long as we can continue to offer cover, your premiums are paid and the policy is renewed each year.

For example, if your dog gets arthritis you’ll be covered each time they need treatment up to your chosen vet fee limit each year, as long as you’re insured with us and your premiums are up to date.

Do I have to pay the vet and you reimburse me?

To make it easier for you we usually pay the vet directly if they are set up for this. If the vet doesn't offer this facility, or you've already paid the vet, we'll send you payment. If the vet has to make an emergency visit to you, they might ask for payment to be made immediately.

What’s the claims number?

Our claims number is 0845 078 7585 and the opening hours are:

Monday to Friday: 8am - 8pm
Saturday: 9am - 5pm 

Find out more about making a Pet Insurance claim

What do I do if my dog/cat is missing or has been involved in an accident?

Contact our claims department on 0845 078 7585 and they’ll take the details from you and issue a claim form.

You must also report the loss of your pet to your microchip database (eg: Petlog) and your local rescue centres and veterinary practices. If your dog is missing, you’ll need to report this to the police and local dog warden (if you have one). Our claims department will need evidence that you've done this.

What help can vetfone provide?

vetfone is a 24 hour telephone service that allows you to speak to UK qualified veterinary nurses. They offer expert advice and support about anything to do with your pets. 

The experienced and fully trained vet nurses can answer questions about cats, dogs and all other household pets.

If you aren’t sure if you need to see a vet, vetfone is a convenient first port of call, providing advice you can trust for peace of mind and reassurance and a call to them may save you time and money for unnecessary trips to the vet.

A call to vetfone won’t affect your premium or policy excess, however many times you phone.

If it’s the weekend or out of hours, they’ll be able to direct you to the nearest emergency vet. They'll also be able to tell you if you can wait for surgery opening times, potentially saving you money on unnecessary out of hours trips.

Call the vetfone helpline on 0800 316 7119 (24 hours a day).

Did we answer your question? If you’re still unsure or would like to ask us a question not listed here, please contact us.

We have carefully selected Royal & Sun Alliance Insurance plc to underwrite John Lewis Pet Insurance.

Terms, conditions, limitations, exclusions and eligibility criteria apply. 

John Lewis Insurance is a trading name of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England (No. 233462). John Lewis plc is an appointed representative of Royal & Sun Alliance Insurance plc. John Lewis Pet Insurance is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at St. Mark's Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No. 202323). Calls may be recorded and monitored.

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