Pet Insurance: Make a claim

At Swinton Pet, we know that sometimes the worst really does happen. So if your animal has had an accident or illness, and you need to make a claim, it helps to know what to expect from the process.

Making a claim online

  1. Complete your claims form
  2. Attach supporting documents like vet invoices or reports
  3. Submit your claim via our website

Or

  1. Print the claims form ( PDF, 484 KB )
  2. Provide the form to your vet for them to submit it on your behalf
  3. Ask your vet to submit it as above, using Vet Envoy, or by email to swintonpet@insurancefactory.co.uk

Swinton won’t be liable for any charge your vet makes to submit this claim.

Making a claim by telephone

To make a claim over the phone, simply call:

  1. Call on 0333 035 9760 Monday - Friday between 8am and 6pm, or Saturdays 9am to 2pm
  2. Have your policy number to hand
  3. We’ll send you the relevant claims forms to complete
  4. Send back the claims forms to us

This pet claims service is operated on behalf of Swinton Pet Insurance by The Insurance Factory who are authorised and regulated by the Financial Conduct Authority (No. 309164).

Swinton Vet Line

If your pooch is looking a little peaky, or your cat seems worse for wear, it’s important to ask for advice as soon as possible.

That’s why at Swinton Pet Insurance we have a dedicated team of Royal College of Veterinary Surgeons (RCVS) vet nurses and vets on hand to help you — day or night, 365 days a year.

This invaluable service helps you to avoid unnecessary trips to the vet, keeping your costs down.

Swinton Vet Line can help with:

  • What to do if your pet is unwell
  • Advice on whether you should seek physical treatment for your pet
  • How to contact an out-of-hours vet
  • Help and advice on nutrition, training or behavioural issues

So if you’re concerned about your pet’s health, are looking for advice, or if you’ve suffered a pet bereavement, give Swinton Vet Line a call on 0333 332 4473 — have your policy number to hand.

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Making a claim FAQs

What should I do if my dog hurts someone else or damages their property?

With Swinton Pet Insurance, you have added peace of mind that if your dog hurts someone, or damages their property, you may be covered. Call us as soon as possible on 0333 035 9760 —  even if you don’t want to make a claim, be sure to register the incident, as the other person could make a claim against you at a later date. 

What should I do if my pet is lost or stolen?

In the unfortunate event that your pet’s gone missing or has been stolen, call us as soon as possible on 0333 035 9760

How long will the claim take?

The length of time a claim takes to be processed tends to vary based on the circumstances and the type of claim being made, as well as any previous conditions or treatments your pet has had. It’s important that we understand the full situation in order to process your claim effectively.

Because of this, delays can be caused if forms are incorrectly filled out, or when no supporting documents have been attached. To avoid this, please make sure that you provide all the information that’s needed.

What is an excess?

An excess is the amount you’ll have to pay towards any claim you make. For example, if we agree to pay your claim for £1,000 and your excess is £99, we would pay you £901. It’s important to remember that you’ll have to pay the excess directly to the vets if you haven’t already paid the bill.

Details of the excesses you have to pay are shown in your policy documents.

How much excess do I need to pay

The amount of excess you need to pay for vet fees depends on the age and breed of your pet. For dogs under 5 years old or cats under 7 years old, this is a fixed excess of £99 or £139 depending on the breed. 

If your dog is aged 5 years or older, or your cat is aged 7 years or older you will need to pay 20% of the vet fees for a claim, after the standard excess has been paid. This is sometimes called a co-payment or percentage excess.

Can I use my own vet?

We can handle claims from any vets within the UK as long as they’re a qualified veterinary practitioner holding a current registration with the Royal College of Veterinary Surgeons (RCVS) and work in clinical practice in the UK (or their equivalent in any European Union country).