Pet (Dog and Cat) and Equine Insurance Claims Guide

We’re sorry to hear they need vet care, your animal is our priority so please make sure they get the care they need, even if this is outside of our business hours and you’re unable to contact us. If you need to claim for the fees you can:  

Submit your claim online (24/7):

• Equine Claims 
• Pet (Dog and Cat) Claims

Call us on 01904 683645 (8am-6pm Monday to Friday)

If your animal has any tests or receives treatment before you can speak to us this doesn’t mean we can’t consider your claim, however please contact us as soon as possible so that we can give you the correct advice to progress your claim. 

We understand that sometimes your animal needs to be referred for more tests or treatment. If this happens then you don’t need to submit another claim form. We’ll ask the referral practice for their report and invoices so we can fully understand the treatment that’s been provided and consider the fees.  

If you don’t know who to refer your animal to, NFU Mutual can help you access our network of Veterinary practices across the UK. If you’d like to discuss these options with us, contact our claims team on 01904 683645 and we can help you find the right care for your animal. 

If your animal is going to have more treatment, please send us the invoices so that we can review them.  

You can send them to our email or postal address which are below. Please include your claim reference number on all correspondence, that way we can sort everything out for you without unnecessary delay.

We are so sorry to hear your animal has passed away, it can be a very difficult time and we’re here to help you through the claims process if you need us. Whilst claiming on your insurance may be the last thing on your mind, it’s important to let us know as soon possible so we can give you the correct advice as there are some things you need to think about: 

Cancelling your policy

Make sure you notify us of the animals passing by contacting where you bought your policy from, this will be listed on your policy document, or the Pet & Equine Claims Team. We’ll cancel your policy from the date you notify us.

Making a claim

If you want to make a claim for the loss of your animal you can:  

Submit your claim online (24/7):

• Equine Claims 
• Pet (Dog and Cat) Claims

Call us on 01904 683645 (8am-6pm Monday to Friday) 

We’ll need your vet to identify your animal and tell us the suspected cause of death. Please be aware post-mortem costs are not covered under the terms of your policy.

We’ll send a claim form to your vet which they need to fill out and send back to us with your animal’s clinical history. If your animal has been seen by multiple vets, we’ll ask for the clinical history from each vet directly. Once we have this all the required information from your vets, we’ll be in touch to update you.

Each policy has general exclusions (which are things you can’t claim for) listed in your policy wording document and/or schedule.

If you’re not sure what’s excluded after you have looked at your policy wording/schedule, you can call us on 01904 683645 (8am-6pm Monday to Friday) and we’ll talk you through it.

The excess on your policy is the amount you pay per claim and needs to be paid to your vet. If you are paying your vets directly, we’ll take this off the first payment we make to you. To see how the excess is on your policy please check your policy schedule.   

The loss date is an insurance term that means the start date of your claim. This is the date you first noticed any symptoms.

If your dog or cat has permanent health cover this means:   

• we’ll cover your vet’s fees up to your sum insured (that’s the maximum amount we’ll pay for any condition that is covered and is listed in your policy schedule) for that illness, injury, or condition, from the date you noticed any symptoms. The maximum duration of any claim period is 52 weeks.
• we’ll reset your vet’s fees cover limit for that illness, injury, or condition once the first claim has reached 52 weeks, however we’ll be in touch nearer the time to talk about what you need to do.  

If your animal’s treatment is complete, please let us know and we can close your claim for you. We’ll send you confirmation of this.

If you have any questions about your cover or if we can help you with anything else, please let us know. You can:  

• Phone: 01904 683645(8am-6pm Monday to Friday)
• Email: claims@nfumutual.co.uk
• Post: NFU Mutual (Claims Correspondence), PO Box 6808, Bilston, WV1 9WN.