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Claims and complaints
How a UK pet insurance claim is paid, the most common reasons claims are reduced or refused, and the free Financial Ombudsman route if a claim is wrongly declined.
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Last reviewed: 20 June 2026
Pet insurance claims are paid either directly to the vet, where the practice agrees, or reimbursed to the owner after the bill is paid. Claims are most often reduced or refused for pre-existing conditions, missed claim deadlines, or unpaid premiums. If a claim is wrongly declined, the insurer must give a final response within eight weeks, after which the complaint can go to the Financial Ombudsman Service free of charge.
Key facts
- Payment: direct to the vet where the practice agrees, otherwise reimbursed.
- Common refusal reasons: pre-existing conditions, late claims, lapsed premiums.
- Claim deadlines vary: ManyPets requires submission within 6 months of treatment.
- Complaints: the insurer has up to 8 weeks to give a final response.
- Escalation: the Financial Ombudsman Service is free to use.
How a claim is paid
Where a veterinary practice is signed up for direct payment, the insurer settles the eligible amount with the vet and the owner pays only the excess and any co-payment. Where direct payment is not in place, the owner pays the bill and claims reimbursement. Insurers set a deadline for submitting a claim after treatment: the current ManyPets document requires claims within six months of the date of treatment, while some others allow up to twelve months. Missing that window is a common, avoidable reason for a refusal.
Why claims get reduced or refused
The most frequent reasons a claim is cut or declined are consistent across the market. A condition judged pre-existing, meaning it showed signs before cover started or during a waiting period, is excluded. Claims made during the initial waiting period, typically 48 hours for accidents and 14 days for illness, are not paid unless cover was switched from a prior insurer. Lapsed premium payments, missed annual health checks where the policy requires them, and treatment outside the policy terms also lead to refusals. The deductions of excess and age co-payment reduce a paid claim even when it is accepted.
If a claim is wrongly declined
A declined claim is not the end of the process. The first step is a formal complaint to the insurer, which under Financial Conduct Authority rules must issue a final response within eight weeks. If the response is unsatisfactory, or the eight weeks pass without one, the complaint can be referred to the Financial Ombudsman Service, an independent body that is free for consumers to use and can direct the insurer to pay. The Ombudsman publishes data on the proportion of insurance complaints it upholds, which is a useful external check on how insurers handle disputes.
Disclaimer
This page is editorial information, not financial advice. Kael Tripton Ltd is not authorised or regulated by the Financial Conduct Authority and does not arrange, advise on or sell insurance. Cover terms and figures change. Always confirm current details in the provider policy documents before buying.
How long do I have to make a pet insurance claim?
It depends on the insurer. ManyPets requires claims within six months of treatment; some others allow twelve months. Check the policy document and claim as soon as possible.
What can I do if my pet insurance claim is refused?
Complain to the insurer first; it must give a final response within eight weeks. If you are not satisfied, you can refer the complaint to the Financial Ombudsman Service free of charge.
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