We’ve made some important changes to our pet insurance policies

We want your pets to live their best life, so we’re always looking to improve your pet insurance. We’ve made some changes to our plans to help keep them affordable, offer you more choice and improve your ability to customise your plan to suit your needs and make them easier to understand.

It is important that your read your policy document carefully, but to make it easier we’ve also summarised the changes and included some helpful links below.

We have made changes to both PetCare or AcciPet policies which will take effect at your policy renewal date (starting from 1 December 2023), and for any new policies purchased, from 30 November 2023.

Here are some helpful links:

An overview of plan updates made on 1 December 2023
- Summary of updates
New policy documents (effective from 1 December 2023)
- PetCare policy document
- AcciPet policy document
Previous policy documents
- PetCare policy document
- AcciPet policy document

For more information on product changes, including our product change archive head to our customer product page.

Frequently asked questions

Why have you made changes to my plan?

We’re always looking at what we can do to improve our plans and give our customers more choice. These changes have been made:

To help ensure that we can continue to offer affordable cover as costs increase and our customers face increased economic pressure.
To give our customers more choice – and improve their ability to customise their plan and premium to suit their needs, while still providing the cover they want for unexpected vet bills.
To make our plans easier to read and understand by using ’plain language’ wording in our policy documents.

How did you decide what to change?

When we review our plans, feedback from customers is an important part of those reviews, as well as the changing needs of cover. These factors help us to decide which changes will give our customers the best value, balancing benefits with premium affordability. 

Can I share feedback for future updates?

We love hearing from our customers. To send us feedback or suggest future improvements, contact us  here. We also send out surveys from time to time, this is a great way to let us know your thoughts or suggestions for improvement.

My pet had treatment prior to the date that the policy change came into effect – will this impact what I am entitled to claim?

No. Claims for qualifying treatment received before your renewal date will be covered on the policy terms that applied on the date of treatment. These changes only apply to treatment that takes place on or after your renewal date.