Claims
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My pet is sick
Speak to a vet 24/7 with free FirstVet appointments, find out more here Please note, if your pet is seriously unwell we recommend you contact your vets immediately. This service is not available on Liability only policies.
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How do I make a claim?
All customers can submit claims by logging in with their email and password through the Existing Customers area of our website, you will find the service in the ‘my quotes and policies’ area when you click on ‘My Account’. If you would prefer...
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How do I get an update on my claim?
Track your claim in the Existing Customers section of our site, this is kept up to date and if you have not heard from us, don't worry. We are working on it and we will contact you if we require any additional information To view the claims st...
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What is FirstVet?
All Bought by Many policies (excluding Liability) have access to free appointments 24/7 with First Vet. As a Bought By Many customer you have unlimited free access to video vet appointments 24/7 with FirstVet. You can video call a vet from anywhe...
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Can you help me cope with loss of my pet?
As a team of pet lovers, we understand that your pet is part of your family. We also know how hard it can be when they go missing or when the time comes to say goodbye. That’s why we want to be there for you in every way we can. If you need some e...
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How do I submit a continuation claim for an ongoing condition?
Continuation claim’s can be submitted by logging in with your email and password through the Existing Customers area of our website, you will find the service in the ‘my quotes and policies’ area when you click on ‘My Account’. For ongoing cond...
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Do I need a claim form?
No need for a form as we will deal directly with your Vets all you need to do is submit a claim online. The more information you can upload regarding your pet's medical history and the current invoices mean we can pay you/the Vet faster. ...
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What is my claims limit for bilateral conditions?
A bilateral condition is a condition that can occur on both sides of the body. You can learn more about bilateral conditions here. Any treatment for bilateral conditions can look to be covered as normal within your annual vet fee limit, if n...
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Can you help find my pet?
We’re very sorry your pet is missing. Please contact us as soon as possible after your pet goes missing - we can give some advice to help with their safe return. If you have Lost or Stolen cover as part of your policy, please consult your policy ...
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Can you help with posters/flyers for finding my pet?
We’re very sorry your pet is missing. Please contact our Claims team on 0333 130 4552 as soon as possible after your pet goes missing - we may have some suggestions to help with its safe return. If you have Lost or Stolen cover as part of your pol...
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What reward can I offer if my pet goes missing?
We hope your pet stays safe and sound. However, if you have the Lost or Stolen cover on your policy and they do go missing, please contact us as soon as possible on 0333 130 4552 - we may have some suggestions to help with its safe return. The rew...
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What should I do if my pet returns after being declared lost or stolen?
Please contact us on 0333 130 4552 to let us know the good news as soon as possible. If you have the Lost or Stolen cover included on your policy, please bear in mind that we are unable to pay for any advertising or rewards costs if your pet retur...
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What happens if my claim is lower than my MoneyBack amount?
If you're on the MoneyBack policy, your pet will be covered for up to £7000 in vet fees each year. If you bought your policy after 02/12/2021 and included MoneyBack, this will appear as an option. Your vet fee limit would be determined by the prod...
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What are the waiting periods before I can claim?
The following waiting periods apply if no cover was in place up to the date your new policy starts/add a pet to the existing policy: Any accident that occurs or is treated within the first 48 hours of the policy. If your pet passes away in t...
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How long do I have to submit a claim?
We ask you to submit all claims within one year of the date of treatment. To learn more about Bought By Many's claims processes, you can read our guide here.
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What will I need to submit a claim?
Visit the 'Existing Customers' section on our site, select 'My quotes and policies' and chose the policy you would like to claim against. Supplying two years of your pets medical history along with an itemised invoice from your vet will speed th...
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How do I prove the value of my pet if I need to make a claim?
In the sad event that your pet is lost, stolen or passes away, provided you have the appropriate cover, we can help with costs relating to the original value of your pet. If you have recently purchased a puppy or kitten, please make sure you safel...
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How long will it take to assess a claim?
We aim to pay out on claims as quickly as possible so that you can concentrate on helping your loved one with their recovery. Between July 2019 and January 2020, we paid out 97% of claims. Our online Snap Claims process allows us to gat...
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Can you pay claims directly to my vet?
We can deal with your Vets directly as long as they are happy to do so, it may worth checking this with your Vets practice. When you do submit a claim online all you need to do is select your Vet as who we need to pay. You can find out how...
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Can you pre-authorise my claim?
Can you pre-authorise my claim? Currently, we are not able to pre-authorise claims, Each claim is reviewed at claims stage. If you would like to discuss your current claim you can contact us on 0333 130 4552
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Do you offer a no claims discount?
This isn’t something we currently offer at the moment. However our MoneyBack policy/option does give you 20% of your premium back at then end of your policy year if you do not make any claims. If you have multiple pets with MoneyBack and claim ...
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What is liability cover?
If you're researching whether pet insurance is right for you and your dog, liability is an important factor to consider. We've written an article about why people might need pet insurance, including liability cover, here. Liability cover is includ...
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Can you cover behavioural conditions?
At Bought By Many, we want to help you look after your pet. While it's essential to maintain their physical health, we also understand that their happiness is important too. That's why we include cover for behavioural conditions on our pet insuran...
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What is my excess, and how does it work?
What is an excess? An excess is a contribution that you would need to make in the event of a claim. Most insurance policies will have an excess on them, including those in Bought By Many's own range. However, if your pet is under the age of 9, we ...
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What happens if my cover runs out?
We want you to know your pet is being looked after if they become ill, so our insurance policies are designed to help with unexpected costs. There are times your pet may have multiple illnesses or need ongoing treatment. Each of our products has...
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When do I get 20% of my premium paid back if I don’t claim with my Moneyback policy/option?
Within 90 days of your policy renewing. Of course, as long as you haven’t received a payout from us in a policy year.
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What happens if my pet passes away?
We hope your pet lives a long, happy and healthy life. However, should the worst happen, we may be able to help. If you have selected the Passing Away cover on your policy, we can cover the value of your pet if they pass away due to an accident or...