Pet
insurance Frequently asked questions

Where can I get a quote? 

During the period where we are replacing our underwriter we are not able to offer quotes.

I already have a Yes Insurance Pet Cover policy, how do I login to the online portal?

You can login to the online portal here.

What Pet Insurance products do you offer?

At Yes, we’re all about providing great value and benefits for you and your pet. We offer three Lifetime cover options:

• Walk – up to £3,000 vet fees per year
• Run – up to £6,000 vet fees per year
• Roam – up to £9,000 vet fees per year

All our policies are Lifetime cover, meaning ongoing conditions are covered year after year, as long as the policy is renewed.

But what is a Lifetime policy exactly?

Our Lifetime Policy doesn’t guarantee that we’ll be able to provide cover for your pets’ entire life.

It does however, where renewed, continue to cover conditions that arose during the total life of the cover from first policy inception with us.

For instance, if your beloved pet happens to develop diabetes, you can rest assured that Yes Insurance Pet Cover will continue to provide cover for this condition year after year. So there’s no need to worry about ongoing expenses related to this condition. Just remember to review your policy wording for complete peace of mind.

Fore more information see here.

How can I contact an Insurance Agent? 

Our office hours are Monday to Friday, 9:00 am – 5:00 pm. Let us know how we can assist you—we look forward to chatting!

📱 Phone: Call us at +44 808 189 2795.

📧 Email: Contact our team at support@yesinsurances.co.uk

Please provide us with all the relevant details so we can help you out with your request quickly.

What’s the 24/7 video vet service and how do I access it? 

All Yes Pet insurance customers get free unlimited access to a 24/7 video vet service run by our friends at FirstVet. Shortly after your policy starts we will send you an email with details about how to sign up to this free service and access the First Vet app.

Appointments are generally available within 30 minutes and you can do it all from the comfort of your own home through the First Vet app and could save any nervous pet patients a trip to the vet!

How do I renew my policy?

Unless you’ve opted out, your policy will automatically renew to keep your pet covered.

You’ll get an email 21 days before renewal with your new premium. Make sure to check your details are still correct – you can update anything in the online portal.

If you don’t want to renew, you’ll need to set your policy to lapse in the portal.

Please note, your policy will automatically renew by default. You can choose to opt out of automatic renewal in you policy portal, but if your policy lapses you will lose any Lifetime cover benefits, even if you then buy the policy again.

Who is the Underwriter for this policy?

The Underwriter is Covea Insurance plc. Covea Insurance plc are authorised by the Prudential Regulation Authority and are regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

How can I update my Pet details?

You can update details through our Customer portal. Login here and go to policies section.

Changes can result in your premium increasing or decreasing.

Am I covered if I bring my Pet abroad?

Yes! With Yes Insurance Pet Cover, your furry friend is protected while travelling in PETS Travel Scheme countries, the Channel Islands, or the Isle of Man.

You’re covered for up to 30 days per trip, with a maximum of 60 days abroad per policy year. Your policy also includes up to £1,000 each year for things like lost or stolen travel documents, microchip issues, illness-related quarantine, emergency travel, or extra accommodation costs.

Just make sure you’re following the PETS Travel Scheme guidelines.

How can I change my personal details in the portal?

You can login here to update the details or contact our team here to make this change.

My Pet has passed away, how do I cancel?

We are very sorry to hear your Pet has passed away.

It is possible to cancel your policy, and that can be done through the portal here or by contacting our team, but please bear in mind the following:

• If you have made any claims in the policy year prior to cancellation, then the remainder of the yearly premium will be due at the point of cancellation.
• If you have no prior claims and you cancel your policy you will not be able to claim any of the benefits under the policy after the cancellation date.
  • If you were then to make a claim for the partial period you were on cover, you would need to pay the remainder of the yearly premium in full to receive any of the benefits under the policy.

How can I access my policy documents?

You can Login to the portal and go to the policies section. You can also contact our team and we can issue another copy by email.

I want to cancel my insurance, How do I do it?

You can cancel your policy online through the portal, here, or you can contact our team here to discuss.

Please bear in mind the following:

• If you have made any claims in the policy year prior to cancellation, then the remainder of the yearly premium will be due at the point of cancellation.
• If you have no prior claims and you cancel your policy you will not be able to claim any of the benefits under the policy after the cancellation date.
  • If you were then to make a claim for the partial period you were on cover, you would need to pay the remainder of the yearly premium in full to receive any of the benefits under the policy.
• If you cancel your policy you will lose any Lifetime cover benefits, even if you then buy the policy again. A new insurer may not cover any pre-existing conditions that your pet has developed during your insured period with us.

What do I do if I have forgotten my Login details?

You can get a reminder by clicking ‘Forgot Username’ or ‘Forgot Password’ on the login page here.

What is the Yes Insurance Customer portal?

This is part of the website where you can view and manage your policy.

Actions you can preform include changing pet details, submitting/checking the status of claims, making any changes and managing your policy renewal.

You can access the portal here.

How can I pay for my insurance?

Flexible Payment Options
You can pay your insurance premium:

• In full – One payment, then you’re sorted for the year!
• Monthly – monthly instalments via Direct Debit. The total amount payable is the same as paying annually.

You’ll see both options after receiving your quote – just pick the one that suits you best and follow the on-screen steps.

Can I pay monthly for my insurance policy?

Yes, with Yes Insurance Pet Cover you can pay for your premium over 12 months with monthly instalments via Direct Debit.

The total amount payable is the same as paying annually.

Is my pet still covered if I miss a payment?

Yes, your pet is still temporarily covered.

If you miss a payment, your policy won’t be cancelled right away. We’ll retry the payment within a few days and contact you if it fails. Please resolve it as soon as you can.

If you’re unable to pay, get in touch with us to discuss your options. If payment can’t be collected, we’ll notify you before cancelling the policy. You’ll be covered up to the last successful payment, but claims after that may not be paid.

If we’ve never received a payment, we may cancel the policy from the start, meaning no cover was in place.

When starting a new policy, you can choose to pay monthly at no extra cost.

If you’re struggling with payments, please reach out — we’re here to help find a solution.

I can’t afford my insurance, what should I do?

Worried About Payments?
We get it – financial difficulties can happen.

When starting a new policy, you can choose monthly payments if paying up front isn’t doable.

Already have a policy and struggling with payments? Get in touch with us – we’re here to help and will work with you to find a solution.

How Can I Change my Vet Fee Level?

This is not normally possible although at renewal and with consent of our Underwriter you may be able to choose a lower policy level.

You may be able to choose a higher policy level within the first 14 days if a new policy.

Please contact us to discuss.

Can I get a discount if I add more pets to my policy?

Yes, you can insure up to 5 pets on one policy. For each additional pet insured you get 10% off.

You can have different policies for different pets if you want to have different cover levels for each pet, but you will not benefit from the additional pet discount in this case.

Please note, we can only insure a maximum of 5 pets per customer in total across all policies.

What happens if my payments are in arrears when I am renewing?

If renewal is coming up and you are in arrears, our team will be in contact with you by email.

If your policy is still in arrears on renewal day, the policy will lapse and not renew.

How do you take payment for policy renewal?

• If you pay annually by Credit/Debit card, we’ll use the same card details as before to take payment at renewal.
• If you pay monthly by Direct Debit, we’ll continue using your existing mandate. Just a heads up – if your premium increases, your monthly payments will too.

How do I change my payment method?

You can change your payment method by logging into your portal or contact our team here.

How do I make an overdue payment?

If a payment fails, we will try again and notify you. If it still doesn’t go through, your policy may be cancelled at the end of the month following your last successful payment.

We can provide you with a payment link for an alternative payment method.

If you’re struggling, contact us here, we are happy to help!

How do I make a claim?

You can make a claim by contacting Covea Insurance plc directly on 0330 024 2492 or by email claims@petadminteam.com

For more information and to access the claims forms, see our claims page here.

How do I get an update on my claim?

You can check the status of your claim in your Online Customer Portal. Or you can contact Covea Insurance plc on 0330 134 8115.

Are there any periods after my policy starts that my pet is not covered?

Yes, the amount of time depends on the type of claim you may need to make:

• Claims related to accidents: not covered for the first 48 hours after policy ineption.
• Claims related to illness and injuries (no accident): not covered for the first 14 days after policy inception.
• Cruciate Ligament injuries: not covered for the first 30 days after policy inception.

What does ‘Excess’ mean?

An excess is the amount you pay towards a claim before your insurance kicks in. For example, if your claim is £1,000 and your excess is £110, you’ll pay £110 and we’ll cover the rest.

If your vet bill is £110 or less, it won’t be covered as it falls within the excess.

How much is my excess?

This depends on your level of cover as different excesses apply. Login here to check your policy documents.

What is a ‘Co-Payment’?

A co-payment is a percentage you pay towards a claim after the excess is deducted.

With Yes Insurance Pet Cover: From Pet age 6, you’ll pay 10% co-payment per claim. From age 8, this increases to 20%.

Example:
For a £1,000 claim with a 20% co-payment:
You pay £110 excess,
Then 20% of the remaining £890 (£178)
Total you pay: £288
We cover the rest: £712

What should I do if I’m unhappy with the outcome of a claim?

You can make a complaint by:

• Emailing: claims@petadminteam.com
• Calling: 0330 024 2492
• Writing to: Pet Claims, Covea Insurance plc,
  A+B Mills, Dean Clough, Halifax, HX3 5AX.

Who pays my claim?

All claims are assessed and paid by Covea Insurance plc.

How long will it take to process my claim?

Covea Insurance plc aim to register and acknowledge 95% of claims within 5 working days.

Covea Insurance plc aim to settle 95% of claims within 10 working days following receipt of necessary information.

Once a claim had been registered by Covea Insurance plc, they may:

• Pay you or your vet.
• Ask for more information from you or your vet if necessary, which may lead to additional requests for information.
• Or let you know if the claim has been declined.

What do I need to do to ensure claims are paid quickly?

• Send a fully completed claim form.
• Include your pet’s full medical history.
• Attach itemised invoices.
• If it’s a referral, include the referral report.
• Respond quickly to any further requests from Covéa Insurance plb.

You can email all this to: claims@petadminteam.com

Claim forms are available here.

What documents do I need for a death of a pet claim?

• Fully completed death claim form.
• Proof of purchase for your pet.
• Proof of death, such as:

-A death certificate from your vet.

-A vet’s confirmation your pet has passed.

-Or a signed statement from someone outside your family.

-The original pedigree certificate (if applicable).

-Your pet’s full medical history.

Will my claim be accepted?

All claims are assessed on a case-by-case basis.

We cannot guarantee the claim will be accepted; the team at Covea Insurance plc will help with this.

My Pet is ill/Has been in an accident, what do I do?

If it’s an emergency or life-threatening, contact your vet straight away.

For non-emergencies, you can book a free 24/7 video consultation with a vet through FirstVet – often within 30 minutes. It’s quick, easy, and can save your pet a stressful trip to the clinic.

If my Pet is Missing, what should I do?

We’re really sorry to hear your pet is missing – we know how worrying that can be.

Please take all the steps to help find them. This includes:

• Notifying the police within 48 hours and/or your local council dog warden within 7 days.
• Letting local vets and rescue centres know within 5 days. (at least one vet must be contacted).

With Yes Insurance Pet Cover, you’re covered for up to £1,000 in advertising costs, including £250 towards a reward.

Are Routine care, Vaccinations/check-ups covered?

No, for example regular Check-ups, flea/tick/worm treatment, grooming/washing, vaccinations are not covered. Please check your Yes policy documents for more details.

Are complementary Vet treatments covered like Therapy?

Yes, in your Vet Fee Limit. £1,500 complementary Vet treatments like hydrotherapy/Acupuncture and Chiropractic treatments are covered.

Are CT/MRI/X-Rays included?

Yes, once a Vet recommends these tests they will be covered. Up to your Vet fee limit.

Can I get insurance for a pet with a Pre-Existing Condition?

Yes Insurance Pet Cover doesn’t cover pre-existing conditions.

We will not cover new claims linked to any previous pre-existing conditions.

We can provide cover for all other eligible claims, in line with our policy wording – but any claim for a pre-existing condition won’t be paid.

Are Dental treatments/conditions covered?

No, dental conditions are not covered, only Dental Injury is covered on the policy.

Can I get cover for my pet that has had a previous Major Illness/Injury?

Yes, we can usually provide cover that have had a previous illness/injury/claim.

We will not cover new claims linked to any previous pre-existing conditions.

Is Neutering and Spaying Covered?

Routine treatments like Neutering/Spaying are not covered. Only if your pet is sick/injured and it is necessary to treat the condition then the cost will be covered as per the policy conditions.

Is Pregnancy covered?

Pregnancy/Giving Birth/Off-spring treatment are NOT covered.

How do I register with FirstVet?

After your policy starts you will receive an email from us with details on how to register.

You also can register through their website FirstVet Website

How do I add a pet to my FirstVet Profile?

Once you’re registered and signed in app, do the following steps:

• Click “My Pets“.
• Click “Add Pet“.
• Click “Type of pet“.
• Write the name of your pet.
• Click “Yes, my pet is insured“.
• Select the Yes Insurance Pet Cover provider and enter your policy holder details.

How do I book an Appointment with First Vet?

Once your pet is added in the app, just follow these steps:

• Tap your pet’s name
• Select ‘Veterinarian’
• Choose a suitable time
• Add the reason for the appointment and any pictures
• Tap ‘Continue’, then ‘Confirm appointment’

You’ll get a text reminder before your appointment – just open the app to start the video call!

What is the ‘Free Tracker’ offer?

When you purchase a new Yes Insurance Pet Cover policy, you can claim a free Tractive GPS and Health Tracker for each pet on the policy when you purchase a yearly tracker subscription for each tracker.

When will I receive my free tracker? 

First, you’ll need to purchase your insurance policy and then wait 14 days from the start of your policy.

Why do I need to wait 14 days?

Well, in the first 14 days you can completely cancel your policy and receive a full refund.

Don’t worry, after 14 days you can still cancel your policy if need be, but the cancellation terms will be different.

Then on the 15th day of your policy, you’ll receive an email from us outlining the details of how to claim your tracker(s).

How do I get my free tracker? 

Simply follow these steps:

• Wait for the email from us, which you’ll receive on the 15th day of your policy.

• Reply to the email or write to us at support@yesinsurances.co.uk 

• Include your insurance policy number.

• Our friendly agents will then send you a code to claim your free tracker(s) on the Tractive Website! 🐾️

*For more detailed terms and conditions of the promotion, please refer to our terms and conditions of our promotion you can find here.

What do i do if I have a complaint?

We’re sorry to hear that you have a complaint.

If you have a complaint about your policy management experience (sales of insurance product, problems with payment handling, problems with policy changes, etc), then please contact us at: complaints@yesinsurances.co.uk

If you have a complaint about the handling of a claim, please contact our underwriter, Covea Insurance plc at: claims@petadminteam.com

Pet Insurance Renewal – Customer FAQs

(For policies expiring on or after 1 March 2026)

This FAQ is designed in line with the UK Consumer Duty to ensure communications are clear, fair, not misleading, and support customers in making informed decisions, with particular care for customers who may be vulnerable.

Why am I not being offered a renewal for my pet insurance policy?

Your current policy underwriter, Covéa Insurance plc (Covea), has taken a commercial decision to cease underwriting various schemes with several partners and will therefore no longer be underwriting the Yes Insurance Pet Cover Scheme.

As a result, they are unable to offer renewal invitations for any affected policies expiring on or after 1 March 2026

This decision by Covea applies to all customers insured with them through certain intermediaries such as Yes Insurance, and is not related to you, your pet, or your claims history.

Is this because I made a claim or because of my pet’s age or health?

No, this decision has nothing to do with previous claims you may have made (or are in the process of making), your pet’s age, breed, health, or your individual policy. It is a commercial decision by Covea affecting various schemes with several intermediary partners, not a decision about you as a customer.

When does my current cover end?

Your existing policy remains fully in force until its scheduled expiry date.

All cover, benefits, and claims handling continue exactly as normal up to that date.

After your expiry date, cover with Yes Insurance will stop and you will need to arrange alternative insurance with another provider.

Can I still make a change to my policy?

Yes, you can continue to make changes to your policy, such as change of address, add a pet, etc., in the usual way right up until the scheduled expiry date of your policy.

You can do this through our Customer Portal here.

Can I still make a claim before my policy expires?

Yes, any claims that arise before your policy expiry date should continue to be submitted to Covea, who will manage them under your existing policy terms in the normal way. See the Claims section of this FAQ.

What options do I have when my policy ends?

You have a number of options, including:

• Arranging cover with another pet insurance provider of your choosing
• Requesting a quote from Muddy Paws Pet Insurance, who we have partnered with to support customers during this transition period

We are also actively working to appoint a new insurer, but this will not be in place in time for these renewals.

Who are Muddy Paws Pet Insurance?

Muddy Paws is a well-established UK pet insurer with an “Excellent” Feefo rating from hundreds of customer reviews.

They offer a range of Lifetime pet insurance policies with varying vet fee limits

Please note: Muddy Paws policies have different terms, cover limits, excesses, and exclusions to your existing policy. You should review their policy documentation carefully before proceeding.

How do I get a quote from Muddy Paws?

If you have not previously made a claim and do not need cover for ongoing conditions, you can request a quote online using the link provided in the email we sent you prior to your renewal date.

If you have previously made a claim and wish to discuss cover for ongoing or pre-existing conditions, you should contact Muddy Paws directly by phone on 0121 308 8685 during their office hours:

Monday–Thursday: 9:00am–5:00pm

Friday: 9:00am–4:30pm

Will Muddy Paws cover my pet’s pre-existing conditions?

In some cases, Muddy Paws may consider cover for certain pre-existing or ongoing conditions, subject to their own underwriting criteria and terms.

Cover for pre-existing conditions cannot be guaranteed, and any decision is made solely by Muddy Paws. We are unable to advise on suitability or acceptance

Will the cover be exactly the same as my current policy?

No pet insurance policies are identical.

While Muddy Paws will aim to offer cover with similar overall vet fee limits, their policies may differ in:

• Terms and conditions
• Excess amounts
• Sub-limits
• Exclusions

You should always review the full policy wording before proceeding to ensure it is suitable for your needs.

What if I don’t want to use Muddy Paws?

That’s completely your choice. You are free to arrange cover with any pet insurer you choose. Our role is to explain your options — not to recommend or advise on suitability.

What happens if I do nothing?

If no alternative insurance is arranged, your cover will end on your policy expiry date, and no claims will be payable for incidents occurring after that date.

I’m worried and this feels stressful — who can I talk to?

We understand how important your pet is and how unsettling this situation may feel.

If you have questions about:

• Your policy end date
• The information in your email
• Next steps or timing

Please feel free to contact us at support@yesinsurances.co.uk, and our team will be happy to help explain your options.

Other methods of contacting us are detailed in the Contact Us section of this FAQ.