Specialist insurance for dogs
Specialist insurance for dogs
If you need to make a claim it is important to notify us as soon as possible. Not only can we provide reassurance that your dog's illness or ailment will be covered, we may also be able to provide guidance and advice on getting the most suitable treatment.
The easiest way to notify us is by using our contact form. We shall acknowledge receipt of your potential claim within 24 hours and, depending on the nature of the claim, respond accordingly with a claim form for you or your vet to complete.
Alternatively, you can email [email protected] or telephone 03300 564066, leaving a detailed message if there is no one available or if it is outside normal working hours. Please be assured that all communications will receive an acknowledgement within one business day.
All K9 COVER policies renew annually to ensure there is no break in cover.
We will write to you at least 21 days in advance of your renewal with your new premium. If you do not wish to continue with insurance please let us know at least 7 days prior to renewal to avoid payment being taken. You can do this via the contact form or by email to [email protected]
Provided you haven't made a claim you may cancel your policy within 14 days of renewal for a full refund.
If you have a query regarding renewal which is not covered by the above please submit a question using our contact form.
Please note that any change of address should be notified to K9 COVER as soon as possible to ensure that claims and renewal documentation is handled appropriately. This can be done by email to [email protected] or by using the contact form.
It may be necessary to contact us during the period of insurance for a number of reasons. We have within our website a section of Frequently Asked Questions which may provide the answer but if you are in any doubt please do not hesitate to contact us.
You may also find the answers you are looking for within our Insurance Product Information Document (IPID) or Policy Wording.
We aim to provide you with the highest level of service at all times. However we recognise that things can go wrong occasionally and if this occurs we are committed to do our best to resolve the matter promptly.
For all complaints please email [email protected] or contact us on 03300 564060. Alternatively you can write to us at I-Capitalise Ltd, 5 Harveys Hill, Luton, Bedfordshire, LU2 7YL or submit your complaint using our contact form.
If you raise a complaint please quote your policy number which is on your certificate of insurance. If you still remain dissatisfied after following the above procedures in full you can ask the Financial Ombudsman Service to review your case. Their address is:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk
You have the right to refer your complaint to the FOS, free of charge, but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Please note the Ombudsman will not consider your complaint until a final response letter has been issued as outlined above. Please quote your policy number or your claim number in all correspondence to all parties involved with this procedure. This procedure is intended to provide you with a prompt and practical service with any complaints that you may have.