Pet Insurance Help & FAQs
Need help? Just give us a shout (or bark, or meow...), it's all here. So if you just need to give us a call, ping us an email, get on the dog and bone to Petcall, or heaven forbid, make a complaint, this is the page for you.
Frequently Asked Questions
We're sorry you want to cancel your policy; we can help you with this in the Pet Portal.
Log in and go to the 'Contact us' page, select the policy you want to cancel and choose 'Cancellation' from the dropdown menu. By confirming your reason for cancellation, we can can help you from there.
Everypaw's Pet Portal is our platform where you can manage your pet policies.
You can find out more about the portal's features in the 'What are the features of the Pet Portal?' accordion below.
Registering for the Pet Portal is a cinch; when you take out a policy we can automatically register for you. All you need to do is set your password.
If you haven't already registered for the portal, all you need is:
- The email address you took out the policy with
- The policy number (this is optional)
- The postcode on your policy
- Your date of birth
- To set a memorable and secure password
Once you've registered, we will send you an email to confirm your registration. You will need to click the link in that email to complete your registration; if you don't, you won't be able to access the Pet Portal. If the email doesn't land in your inbox, you should check your spam folder just in case.
We want the Pet Portal to be your go-to destination with anything to do with your pet insurance. From experience, we know there's a lot of information you'd like at your fingertips, so we've tried to capture as much as we could.
You can:
- Monitor your policy and how much cover you have left
- Access to your policy docs from your Welcome Pack to your Certificate of Insurance
- Make online vet fee claims for new conditions and continuation claims
- Track your claims
- Live chat our Petcall vet nurses and vets
- Change some of your details and preferences
There are some things you won't be able to do; for example, you won't be able to change any policy details that would affect your premium. For anything like that, you'll need to get in touch.
Yes, you should expect the price of your insurance to go up every year. There's no limit to premium increases, so these could be significant to you each year and over the policy's lifetime. If a claim is paid on your policy, your premium could double at renewal.
When it comes to the cost of your cover, we consider many things, including your pet's age, any claims, where you live, and the cost of vet fees, for example.
We know how hard it can be financially right now; we're all in the same boat. And we want you to know we want to be there for you to possibly help relieve some of the financial burden. We've developed some options that may help you keep your furry friend covered.
Give us a call on 0344 543 1009, and one of the team will be happy to chat through your options.
When you take out your policy, you need to enter the PETPERKS code in the promo code box. This can be found in the promo code section on the 'Your Details' page, under 'Discounts'. Apply the code and then continue to take out your policy out as normal.
After 3 months of your policy start date, we'll email you the instructions you need to redeem the Pet Hamper from the Pet Hamper website.
You can easily add another pet to your existing policy or policies when you’re taking out the policy for your new pet. All you need to do is follow these instructions, and we’ll get that sorted for you.
- Make sure you have your existing policy number handy
- Get your pet insurance quote here
- Fill in your pet’s details and make sure you use the same email address
- Select a level of cover and continue to our Review your quote page
- Scroll down to the Multi-pet discount section and click Add existing pet policy
- Enter your existing policy number and click the Add existing pet button
As soon as you’ve clicked the Add existing pet button, we’ll match your policies and add our multi-pet discount. Once you’ve taken out your new policy, we’ll automatically set up your new pet in the Pet Portal.
For full instructions on how to make a claim, excess and FAQs, please read our Pet Insurance Claims page.
When you take out an Everypaw policy, some of the questions you answer may mean that exclusions can be placed on your policy. These exclusions can relate to conditions or policy features and are placed in line with our underwriting guidelines.
For example, pre-existing conditions are not covered, so you may find conditions excluded based on this. If your dog has shown signs of aggression and/or destructive behaviour, Third Party Liability cover will be excluded.
Please read our Pet Insurance Exclusions page for more details.
You can still take out an Everypaw Maximum Benefit or Time Limited policy for your cat or dog. However, you will only be able to take out a Time Limited or Maximum Benefit policy through a price comparison website.
The only policies that can be taken out through the Everypaw website are for Lifetime Pet Insurance.
Due to the recent change in the law, owning an XL Bully will be banned in England and Wales from the 1st of February 2024 unless you have a Certificate of Exemption. If you own an XL Bully dog, familiarising yourself with the Government guidelines is wise, as you must abide by the new laws and obtain a Certificate of Exemption.
If you already have a dog insurance policy and are seeking a Certificate of Exemption for your dog, we will continue to provide cover under your policy for vet fees and the additional benefits under its terms and conditions up to your renewal date. At your next renewal, we will continue to cover vet fees, but your Third Party Liability cover will stop. This includes Northern Ireland and Scotland customers, even though the ban is not in force there at the present time. There are alternative providers of Third Party Liability cover, for example, through the Dogs Trust Companion Club here.
We no longer cover the XL Bully, XL Bully crossbreeds or dogs with XL Bully characteristics. You must establish whether your dog's characteristics meet the Government's XL Bully definition. If you take out a new policy and it's later discovered that your dog meets the XL Bully criteria, then we won’t be able to pay any claims and your policy will be cancelled from the start date.
You can find more XL Bully information here.
You'll need to pay an excess when you claim vet fees, and the frequency and amount you'll need to pay will depend on your policy.
- For Lifetime policies, your excess is payable per condition, per year
- For Maximum Benefit and Time Limited policies, your excess is payable per condition
The amount you will need to pay will depend on the excess options available to you when you bought your policy. Your excess will be either:
- The set excess on your policy
- The set excess on your policy or a percentage of your claim amount, whichever is more
- The set excess plus voluntary % excess
You'll find your excess on your Certificate of Insurance and in the Pet Portal.
Your excess may change at the renewal after your pet reaches the upper ages of their policy, the upper ages of our policies are:
- Cats: 10
- Most dog breeds: 8
- Some dog breeds and crossbreeds: 5
- Rabbits: 5
For all policy types bought before 13th March 2024, your excess changes will be as follows:
- Cats: at the renewal after their 10th birthday their excess will change to their set excess or 25% of the claim, whichever is more
- Most dogs: at the renewal after their 8th birthday their excess will change to their set excess or 25% of the claim, whichever is more
- Some dog breeds and crossbreeds of these breeds (listed below): at the renewal after their 5th birthday their excess will change to their set excess or 25% of the claim, whichever is more
- Rabbits: at the renewal after their 5th birthday their excess will change to their set excess or 15% of the claim, whichever is more
Beauceron, Bernese Mountain Dog, Bulldog, Bullmastiff, Deerhound, Dogue de Bordeaux, Estrela Mountain Dog, Giant Schnauzer, Great Dane, Irish Wolfhound, Leonberger, Mastiff, Neapolitan Mastiff, Newfoundland, Old English Bulldog, Old English Sheepdog, Poodle (Standard), Pyrenean Mountain Dog, Rhodesian Ridgeback, Rottweiler, Shar Pei, St Bernard, Tibetan Mastiff, Utonagan.
For policies bought on or after 13th March 2024, at the renewal after your pet reaches the upper ages, excess will be as follows:
- For cat and dog policies with only a set excess, it would be your set excess plus 25% of the claim amount
- For policies with a set excess and a voluntary % excess of 25% or less, it would be your set excess plus 25% of the claim amount
- For policies with a set excess and a voluntary % excess of 30%, your excess will remain the same
- For rabbit policies, your excess will be the set excess plus 15% of the claim amount
You'll find your excess on your Certificate of Insurance and in the Pet Portal. We will inform you in advance of any excess changes in your renewal documents.
How to Contact Us
Portal
Log in and head to the Need help section.
Customer service: policy@everypaw.com
General info: info@everypaw.com
Claims: claims@everypaw.com
Phone
Customer Services & Claims: 0344 543 1009
Opening hours:
Mon–Fri: 8.30am – 6pm
Sat: 9am – 1pm
Post
Everypaw
Pinnacle House, A1 Barnet Way,
Borehamwood, Hertfordshire,
WD6 2XX, United Kingdom
Peace of mind is just a phone call away. If you need advice on anything to do with your pet's well-being, access to Petcall is unlimited and available 24 hours a day, 7 days a week, 365 days a year.
Our qualified veterinary nurses and vets are available via online webchat, phone and video escalation.
This service is ONLY available to Everypaw policyholders; you will need to confirm your policy number.
Phone
Online Webchat
Petcall is There for You About
- Pet health advice
- Dental advice
- Training advice
- Toilet training
- Behavioural advice
- Feeding and nutrition
- Bereavement counselling
- And more...
Petcall Cannot Help You About
- Anything policy related, e.g. buying a policy, cancelling, updating details
- Anything claims related, e.g. advice or updates
- Making a payment
Giving Petcall a ring to talk about any of these things just wastes your time and their time. It also ties up a vet nurse who could be helping someone in need.
Complaints
Make no mistake: we take the responsibility of caring for your buddy very, very seriously indeed. In fact, we take it personally.
We're all house-trained here at Everypaw. But while we aim to be purr-fect, we'd be foolish to think we never make mistakes. So whatever the problem, give it to us straight and let's get it cleared up.
What we Need From You
Give us as much info as you can about your complaint - and tell us what you'd like us to do to put things right.
Phone
Post
Everypaw
Pinnacle House, A1 Barnet Way,
Borehamwood, Hertfordshire,
WD6 2XX, United Kingdom
Here's What We'll do
We aim to get everything sorted within 4 days. If we can do this, we'll send you a summary resolution communication to confirm we believe your complaint has been resolved.
If we can't get it done and dusted within 4 days, we'll send you a letter formally acknowledging your complaint. We'll keep you in the loop with what we're doing and will get straight back in touch if we need any more info to complete our enquiries. Wherever possible, we'll aim to have everything resolved within 8 weeks of receiving your complaint - as required by the Financial Conduct Authority. Once we've completed our investigations, we'll hit you up with a final decision.
If You're Unhappy With our Decision
If you have any new info that you feel could change our decision, just let us know.
If you still feel we've got it wrong, you can take your complaint to the Financial Ombudsman Service. This must be done within 6 months of the date of our summary resolution communication or final decision letter. If the complaint is made to the Financial Ombudsman Service beyond this, the Ombudsman will not have our permission to consider your complaint - and so will only be able to do so in very limited circumstances (e.g. if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Post
Financial Ombudsman Service
Exchange Tower,
London,
E14 9SR
Telephone
Website
About Everypaw
Choice of cover types. Protect against unexpected vet bills in a way that suits you.
Ask an expert. If your buddy's not feeling great, Petcall's team of vet nurses and vets are always down for a chat, 24 hours a day. Need us to take a closer look? Our vet nurses can send you a link for a video call.
In it for the long run. With our lifetime policies, even if your pet gets old or develops a long-term condition, you can still be covered for life. See here for further info.
Claims made easy! If you're registered for the Pet Portal, then you can log in to the portal and complete your vet fee claim online. If you haven't registered just yet, or chosen not to, just download your claim form, fill it out, get it completed by your vet and send it back to us by email or post. Within 5 days of getting your claim form, we'll be on to it. In most cases, and where there are no further queries, we aim to make payment within about 5 days of making the claim
Service with serious street cred. Our £8k and £10k Lifetime pet policies proudly carry a Defaqto 5 Star Rating; a sign that they're independently recognised as excellent products with a comprehensive range of features and benefits.
For Every tough time, Everypaw has you covered. Vet bills, third party liability for dogs, holiday cancellation, costs for finding your lost pet and much more.
If you're a Helpucover customer and looking for support with your policy, we've created a standalone page featuring all the details you need.