Pet insurance

Your benefits for pet insurance cover levels

Accidental damage

If your pet causes damage to a third party, for which you're not legally liable but which you feel a moral obligation to pay for, we'll pay up to £500.

Advertising or reward

If your pet is lost or stolen, we'll pay for local advertising and offer a reward. Cover is up to £100 on Silver or Silver Plus, and £250 on Gold or Gold Plus.

Boarding kennel fees

If you have to go into hospital for more than four consecutive days, and are obliged to put your pet into a boarding kennel or cattery, we'll pay up to £250 on Silver and £1,000 on Gold policies.

Early death

If your pet dies as a result of an accident, or from injury or illness, we cover up to £250 on Silver or Silver Plus, and £1,000 on Gold or Gold Plus policies.

Healthcare away from home

If you and your pet are away from home and your pet needs urgent veterinary care, our helpline can help to find the nearest vet.

• Call 0330 102 5742

Holiday cancellation costs

If your pet requires emergency surgery within seven days prior to your departure, we'll reimburse holiday cancellation costs up to £250 on Silver and £2,000 on Gold policies.

Maximum or limited benefit

There is a financial limit for each new condition the animal may suffer. Each condition is insured until the financial limit has been reached, and then it becomes a pre-existing condition and is excluded from further claims. But as long as the insurance policy remains in force, there is no time limit on your claim.

Pet minders

This enables you to locate a registered pet minder (on a national basis) for either a few minutes or even weeks in order to look after your pet while you're away.

Renewable benefit

All new medical conditions are insured, up to a set total financial limit each year, as long as the insurance policy remains in force. Where the total financial limit has been reached, no further claims will be paid until the policy is renewed, at which point the limit may be fully reinstated (check with your insurer).

An ongoing condition that has reached the total financial limit will continue to be covered in the policy the following year.

There is no limit on how many times the condition can be covered in this way, as long as the insurance policy remains in force. This is also known as 'cover for life', or 'lifetime cover policy'.

Theft or straying

If your pet is not recovered in spite of the advertising and reward, we'll reimburse the purchase price, up to £250 on Silver or Silver Plus, and £750 on Gold or Gold Plus.

Third party legal liability

If your pet causes damage or injury to a third party and you are legally liable, you're protected from claims up to £1 million, including legal costs. This is not applicable if you're already covered by your household policy.

Veterinary fees

Cover is provided on a per incident basis:

• Up to £2,000 under Accident Only
• Up to £1,000 under Bronze cover
• Up to £3,000 under Silver or Silver Plus cover
• Up to £5,000 under Gold or Gold Plus cover

Many insurers limit payments for ongoing conditions to the first 12 months only. We will continue to cover conditions without a time limit and, up to the policy limit, subject to cover remaining in force.

For Bronze, Silver Plus, and Gold Plus the cover is reinstated each year, and you can continue to treat your pet for any condition covered for all the time your pet is insured with the AA.

The cover provided by different products varies considerably. When looking for pet insurance, take care to choose the type of product and the level of cover for your needs.

AA Pet Insurance policy documents

• Pet Insurance Policy Booklet

The information in the policy booklet is also available in large print, audio and Braille on request. Please call us for help.

You can also contact us using Relay UK (formerly Next Generation Text).

About AA Pet Insurance

Automobile Association Insurance Services Limited introduces customers for AA Pet Insurance exclusively to Insurance Factory Limited. AA Pet Insurance is arranged and administered by Insurance Factory Limited.

Please read the Terms of Business for AA Pet Insurance.

Policies renewed from 1 April 2024 onwards:

• Terms of Business

Policies renewed up to and including 31 March 2024:

• Terms of Business

Updated 1 April 2024.

How to make a claim

• Call 0330 102 5745, Monday to Friday 8am to 8pm, Saturday 9am to 2pm
  

• Email [email protected]

• Download the claim form

The claim form has a checklist of the documents we need to assess your claim.

Before you start, check the claim is covered by your policy. Each section of the policy tells you what is insured and what is not.

If you call, do remember to:

• Have your details ready.

• Have your policy number ready – this at the top of all our letters to you.

FAQs about claims

What is a claim excess and how much will this be?

The claim excess is your contribution to the costs of treating your pet. The excess is £100, and this is paid by you per condition per year.

What is a co-payment?

This is the amount you pay towards the vet fee claim for each condition. For all pets aged 6 years and older the mandatory co-payment amount is 20%. This is in addition to the standard £100 excess.

For example, if you make a claim of £500 the initial excess of £100 is deducted and you would then pay 20% of the remaining £400 balance, which is £80. Therefore the total you pay towards the claim is £180.

How long will it take to process my claim?

The process takes 10 working days from the receipt your claim with all of the required supporting documentation.

How can I contact you about an existing claim?

Please call us on 0330 102 5741.

Ask about your policy

• 0330 102 5741

• [email protected]

Find a pet sitter while you're away

• 0330 102 5743

Please tell us if you have a complaint.

• Phone 0330 102 5741

• Email [email protected]

Or you can write to the complaints manager at:

AA Pet Insurance
2nd Floor, 5000 Lakeside
North Harbour
Western Rd
Portsmouth PO6 3EN

It will help us if you include your full name, phone number, postcode, policy number and usual email address. We'll then get in touch with you.

If we've given you our final response, or if you'e not heard from us within 8 weeks, or if you're still not satisfied, you may refer your case to the Financial Ombudsman Service (FOS).

The FOS is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after you have been provided with written confirmation that all internal complaints procedures have been exhausted.

Insurance Division
Financial Ombudsman Service
Service Exchange Tower
Harbour exchange square
London E14 9SR

• Phone 0800 023 4567
• Email [email protected]

Please note, you have 6 months from the date of the final response in which to refer your complaint to the FOS. Referral to the FOS will not affect your right to take legal action.

Pet insurance policies

Is there an age limit on the policy?

Your pet has to be 8 weeks old at the start of cover, and there is no upper age limit. We don't stop offering cover when your pet is older, as long as there has not been a break in cover.

Can I pay for my policy in instalments?

You can pay your annual insurance policy by monthly instalments at no additional cost. 

What should I do if I'm unable to pay my direct debit?

If you're struggling to pay the monthly instalments, please contact us to see what we can do for you.

• Phone 0330 102 5741

• Email [email protected]

Or you can write to:

AA Pet Insurance
2nd Floor, 5000 Lakeside
North Harbour
Western Rd
Portsmouth PO6 3EN

It will help us if you include your full name, phone number, postcode, policy number and usual email address. We'll then get in touch with you.

When does my cover start?

On all levels of cover there is a 24-hour waiting period applicable to Accident Only. There is also a 10-day waiting period for illness cover on all policies that cover illnesses. Any accidents or illnesses that occur during the applicable waiting period won't be covered.

What vet fees are covered?

Our policy provides insurance for reasonable, customary and essential fees typically charged by a vet in the provision of treatment.

How do you assess whether the vet's fees are reasonable, customary and essential?

Every claim is reviewed by our expert team of vet nurses, and the cost compared against our database of similar cases.

Can my pet have any dental work paid for?

Your pet will be covered for dental treatment as a result of an accident, but any regular or illness related dentistry is excluded.

Will you pay the vet or me direct?

We can pay you or the vet – just let us know on the claim form section.

How will I receive my policy documents?

When your policy renews, the renewal notice, along with your schedule of insurance and the policy boklet will be emailed to you 14 days before your renewal date.

If you want the documents sent by post, please call us on 0330 102 5741.

I haven't received my documents

If you haven't received your renewal documents, first check your email junk folder. If they're not there then call us on 0330 102 5741.