Help and Contact

Welcome to our help centre packed full of frequently asked questions and answers

FAQs

Please select an option that best relates to the query you have about our products and service.

Pet insurance claims FAQs

What is a pre-existing condition?

A pre-existing condition is any injury or illness that occurred or first showed clinical signs, has the same diagnosis or clinical signs your pet had, is caused by, relates to, or results from, an injury, illness or clinical sign your pet had, before the start date of your pet’s first period of insurance (inception) or before the date the cover level on your policy was increased. No matter where the injury, illness or clinical signs are noticed or happen in, or on, your pet’s body.

What is an excess?

An excess of £90 is payable for all claims made within your policy year. Please note that this is payable per condition per policy year.

What is a co-payment?

When a dog is 8 years or older and a cat 10 years or older, a 15% contribution to the claim is required, known as a co-payment. This is in addition to the policy excess. At 15% our co-payment amount is one of the lowest on the market!

How do I get paid?

We can pay you directly or, if your vets support direct payment, we can pay your vet directly. Please ensure that you have selected the appropriate option on your claim form.

What is the maximum period I have to claim after treatment?

In order to make a claim all supporting documentation, medical records and full clinical history (from all vets) and a full and complete claim form must be supplied within 90 days of the first treatment made.

Can I claim for complementary treatment?

As found within your policy wording: This section also includes cover for Complementary Treatment as recommended by Your Vet while Your pet remains insured with Us.
Definition of complementary treatment in policy wording: Means any Treatment involving physiotherapy, hydrotherapy, osteopathy, chiropractic manipulation, acupuncture, laser therapy, homoeopathy or herbal medicines recommended by Your Vet, and carried out by a suitably qualified person that has been specifically recommended by Your Vet.

Quotes & Policies FAQs

What type of policies do you offer?

We have five different policy types.
Our Accident Only Insurance covers only Vet’s fees as a result of an accidental injury.
An Accident Only policy, provides cover for a sudden, unforeseen accidental injury that may arise.

Our Reinstatement also known as Lifetime Pet insurance covers Vet fees up to the policy limit for each separate condition year after year for your pet’s life.
Our Maximum Benefit/Per Condition policy covers your pets Vet fees for a fixed amount per condition until you have reached the Condition Limit and all premiums are paid up to date.
Our Time Limited Insurance Covers Vet fees for 12 months.

Our Public Liability Only covers Third Party Liability for dogs only, as cats have different rules. No other cover is provided other than the Third-Party Liability.

For more information on our policies and policy types please read our guide to pet insurance policy types explained

How do I take a policy out?

If you would like to take out cover for your pet, we make it as easy as possible for you. Click the 'Get a quote' button at the top or bottom of this site. When applying you will be asked some questions about yourself and your pet.
If you have any questions and would like to speak to us, you can call us on 01992 667 330 (Monday-Friday 9am-5pm)

Do you offer a multi-pet discount?

We offer a 15% discount for multi-pets. Please note that all policies must be taken out directly and at the same time. Accident Only and Third Party Liability Only policies are excluded from the multi-pet discount offer.

Do you provide cover for older pets?

We don’t have upper age limits on our policies, however, to help us keep premiums low, a co-payment is applied to your policy once your dog becomes 8 or your cat becomes 10 years old.

Our co-payment of 15% of each claim, in addition to the Excess, that is deducted from the applicable policy limit is one of the lowest on the market.

What breeds are not covered?

We do not provide cover for any of these breeds, or any breeds crossed with these.

Dog breeds:

Akita, Alapaha Blue Blood Bulldog, American Bandogge (Bandog), American Bully, American Pit Bull Terriers, American Staff ordshire Bull Terriers, Anatolian Shepherd Dog (Karabash), Australian Dingo, Boerboel, Bucovina Shepherd Dog, Bully Kutt a, Cane Corso, Caucasian Ovcharka, Chinese Chongqing, Chow Chow, Dogo Argenti no, Fila Brasileiro, Gull dong, Indian Pariah Dog, Irish Bull Terrier, Irish Staff ordshire Bull Terrier, Japanese Tosa, Kangal Shepherd Dog (Kangal), Korean Jindo, Perro de Presa Canario (Canary Dog), Pit Bull Terriers, Pit Bulls, Raccoon Dog, Romanian Raven Shepherd Dog, Sabueso Español (Spanish Scenthound), Shar Pei, Thai Ridgeback, Tibetan Masti ff , Wolf Hybrids, Wolves

Cat breeds:
Asian Leopard Cat

Payment FAQs

How can I pay my premiums?

Perfect Pet Insurance offers both annual payments (by card) and monthly payments (by direct debit.) We do not charge you extra if you choose to pay by direct debit.

We accept all major credit and debit cards.

When does my first payment get taken?

Your first premium is usually debited around 10 working days from the date you set up your policy. Please note this is the date the policy is opened and not the start date of your policy for your pet.

Can I change my direct debit date?

You can change the date your direct debit is taken; we ask you contact within 10 days of your next payment date to enable us to accommodate to the date you require. Please note that you can only change your direct debit date after your first payment has been taken.

If I miss a payment/cancel my direct debit will this affect making a claim?

In order to make a claim your policy premiums must be up to date with no break in cover.

Still need help? Get in touch

Customer Service

Call us on
01992 667 330

Monday to Friday
9.00am – 5:00pm

Closed on
Saturdays, Sundays and Bank Holidays

Calls from landlines will be charged up to 16p per minute. Charges to call from mobile phones vary according to your service provider and chosen call plan. Your call may be free if you have inclusive minutes with your landline or mobile phone package.

By Post

Perfect Pet Insurance
Tedaisy Insurance Brokers Limited
Warner House
123 Castle Street
Salisbury
SP1 3TB

By Email

We will respond within 48 working hours
[email protected]