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How to make a claim

We pride ourselves on our claims process. While our claims team deal with your claim, feel free to ask them anything that’s on your mind. They’re fully trained to provide honest support, no matter your situation.

If your veterinary fees are above your excess and you would like to submit a claim for treatment, complete the following steps:

Step 1 - Notify your veterinary surgery of your intention to claim

• Be sure to update your veterinarian with your MiPet Cover policy number.
• Contact us within 60 days of the discovery of any incident if you would like to make a claim.

Step 2 - Making your claim

• If your veterinarian is equipped to make electronic claims, you can fill in an electronic claim authorisation form for each condition at your veterinary surgery.
• They will submit your claim directly to the MiPet Cover pet insurance team, who aim to process claims within four weeks*
• OR you can download a claims form (PDF 177KB) to submit to your veterinary surgeon.

Step 3 - We'll be in touch

• Relax while we handle your claim.
• Our team of qualified veterinary professionals will evaluate your claim. If we need any more information, we will contact your veterinary surgeon directly or yourself for any details we may be missing.

If you would like to check the status of a claim, please call the MiPet Cover claims line on 0808 164 8001.

^{*From receipt of all required information. Ensuring you and your vet have provided all relevant supporting information, will help us reduce handling time and speed up the assessing time.}

Complaints procedure

We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens we want to hear about it so that we can try to put things right.

If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team. This can be done either by calling us, emailing or writing to us using the details below.

Tel: 0808 1648 001

Email: complaints@insurancefactory.co.uk

Address: MiPet Cover Pet Insurance, Floor 2, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN

We will acknowledge your complaint promptly, normally within five days unless exceptional circumstances apply. The complaints department will investigate your complaint impartially taking into account all relevant factors and will provide you with a written response to your complaint within eight weeks.

It is expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied or if you have not heard from us within 8 weeks, you can take the issue further with the Financial Ombudsman Service (FOS).