Our aim is to make your journey through our website as simple and straightforward as possible.
However, if you need any help, this page will point you in the right direction.
Our list of Frequently Asked Questions might have the information you're looking for.
If you'd prefer to speak to us, here are the details you need:
Helpline: 03301 348576
9am - 5pm (Monday to Friday)
Calls from mobiles and landlines will be charged as part of your inclusive call minutes; if inclusive minutes aren’t available, you’ll be charged the national call rate.
If you need to make a claim on your RSPCA Pet Insurance policy, we will do everything possible to deal with your claim promptly and in a caring way.
Please contact us on 03301 348576.
If you decide that for any reason, this policy does not meet your insurance needs, then please tell us in writing or call us on 03301 348576 within 14 days of issue. On the condition that no claims have been made or are pending, we will then refund your premium in full.
Thereafter, you may terminate this insurance at any time by sending us written notice. If you cancel the policy prior to the renewal date and have paid an annual premium, you will receive a pro rata return of premium provided that no claim has been made during the current period of insurance. If you are paying by monthly instalments no refund of premium is given.
If a claim has been submitted or there has been any incident likely to give rise to a claim during the current period of insurance a premium refund may not be given or if you are paying your premium by monthly instalments you may be required to continue with these until the premium is paid in full.
In the event of the policy being cancelled following the death or loss of the pet insured, the outstanding balance of the yearly premium due will be deducted from any claim settlement made.
It is always our intention to provide a first class level of service. However we do appreciate that occasionally things do go wrong. We do want to hear from you so that we can try to put things right. Please contact us quoting your policy or claims number by:
Telephone: 03301 348576.
Write to: RSPCA, FREEPOST PetAdmin
You have the right to refer a complaint to the Financial Ombudsman Service. If you wish to find out more information you may contact them at Exchange Tower, London E14 9SR; Telephone: 0800 023 4567 or 0300 123 9 123. Web: www.financial-ombudsman.org.uk/consumer/complaints.htm. Email: email@example.com
You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.