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Specialist insurance for dogs

Making A Claim - Call 03300 564064

 

If you need to make a claim it is important to contact our Claims Team as soon as possible. Not only will they provide reassurance that your dog's illness or ailment will be covered, they will also be able to provide guidance and advice on getting the most suitable treatment. 

 

Our Claims Team deal with thousands of claims every year. It is not essential to have your policy number to hand as they will be able to identify you by your name, address or postcode.  

 

Our Claims Team are available from 9am until 5pm Monday to Friday.

 

If you have a query regarding a potential claim which is not covered by the above please contact us by phone or submit a question using the contact form.

 

 

Renewing Your Policy

 

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.

 

 

 

Amend Your Policy

 

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.

 

 

 

Insurance Product Information Document (IPID)

Click here - for policies issued after 1st January 2021

 

 

Policy Wording

Click here - for policies issued after 1st January 2021

 

 

 

If you have a complaint

 

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.

 

If your complaint concerns sales or administration 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 are unhappy with the handling of your claim please contact Trent-Services (Administration) Limited on 03300 564064 or email [email protected]. Alternatively you can write to them at Trent House, Love Lane, Cirencester, Gloucestershire GL7 1XD.

 

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 by Trent-Services (Administration) Limited or K9 Cover, 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.