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General Questions

Q How do I file a complaint?

A. If you’d like to file a complaint about your pet insurance policy, or a claim made under it, you should contact:

The Complaints Manager
Protect Your Bubble Pet Insurance
1000 Lakeside North Harbour
Western Road

Email: complaints@bdml.co.uk

Please note: This email address is for Pet Insurance policyholders only. Gadget Insurance policy holders can contact us viacustomerservices@protectyourbubble.com.

When You Contact Us 

Please include your name, address and policy number to help us deal with your enquiry quickly. We'll acknowledge your contact within five working days. If we can’t respond fully then we'll tell you who is handling the complaint and when you'll hear from them. We'll do our best to respond fully within four weeks.

If the administrators have given you a final response and you remain dissatisfied, you may refer your case to the Financial Ombudsman Service (FOS). You can contact them at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Tel: 0300 123 9123 
Email: complaint.info@financial-ombudsman.org.uk

The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
Q How can I pay for my policy?
A. You can either pay by debit/credit card, Mastercard or Paypal in one go for your annual policy or spread the cost into 12 monthly Direct Debit payments at no extra cost. If you’d like to use the Direct Debit option, you can choose to have your monthly premium taken on the 2nd, 14th or 25th of the month. Please note that due to processing and set-up times for Direct Debit, your first instalment might not be taken for several weeks. 

Please note, if you pay by Direct Debit and make a claim, we will ask you to settle the remainder of your premium before we process the claim for fraud prevention purposes.
Q Do you charge interest on my Direct Debit payments?
A. No, we don't charge any interest for paying your premiums monthly.
Q Who is the policy underwritten by?
A. This policy is underwritten by Zenith Insurance Plc., who are authorised Insurers registered in Gibraltar (No 84085). They are a member of the Association of British Insurers, and are regulated by the Gibraltar Financial Services Commission and are subject to a limited regulation by the Financial Services Authority in respect of underwriting insurance business in the UK (FSA Register Number 211787). 
Registered Office: 846-848, Europort, Gibraltar

Policy and Cover

Q Can I change my policy?
A. Yes – you can change your cover level when your policy is due for renewal. Please contact us at that time and we will make the necessary changes to your policy. 
Q If I lose my pet and put an advert in the newspaper, is it and the reward I offer covered?
A. Yes – in the event of your pet being lost, we will reimburse you for advertising its loss in a local paper or other approved location, and for a reasonable reward that you offer for your pet’s recovery. You should telephone 0844 335 0324* and obtain approval from us before spending any money or paying any rewards. 

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.
Q Are boarding and kennel fees covered?

A. Yes – if you or a member of your family that permanently lives with you is hospitalised for four or more days, we will reimburse you for boarding kennel fees.

You’ll need confirmation of the period you or your family members were in hospital and any additional information requested by us. In addition, make sure you have all receipted bills from the licensed boarding kennel or cattery, detailing the dates your pet stayed and how much it cost.
Q If my pet gets sick and it disrupts my travel plans, are my cancellation fees covered?
A. Yes – if your vet decides that your pet requires emergency, life-saving surgery within seven days of your scheduled departure, we will reimburse you for any non-recoverable cancellation costs up to a maximum limit of £250 (Standard cover) or £2,000 (Premier cover). You’ll need to provide the booking and cancellation invoices from your travel agent or tour operator, which should detail the total unrecoverable charges made and the date of cancellation.
Q If I’m abroad with my pet, am I still covered?
A. Yes – you’re covered for 30 days abroad with our Economy and Standard cover levels, and for 12 months abroad with our Premier cover.
Q Are there age limits for cover?
A. Yes – your pet must be at least 8 weeks old in order to open a policy. There is no maximum age limit for covering pets; however, death by illness is not covered for dogs that are 9 or more years old and cats that are 11 or more years old. 
Q How do you calculate my quote?
A. When determining your cost of cover, we look at the breed of your pet, along with its age, sex and where you live. Every quote is calculated individually, so you can be sure you'll get the most competitive price possible.
Q What animals do you insure?
A. We only insure cats and dogs on our Pet Insurance policy.
Q Can I cover more than one pet on a single policy?
A. No – each policy covers one pet only. However, if you buy multiple policies we’ll give you a 5% discount for each additional pet you insure with us.
Q What are the differences between the cover levels?

A. The Economy level covers up to £1,000 in vet fees for a period of 12 months per condition, while Standard and Premier cover up to £4,000 and £7,500, respectively, without time limits. Standard and Premier also offer more protection than Economy, including cover for death from illness and accident, advertising and rewards in case you lose your pet, boarding kennel fees and theft. Premier cover also protects your pet for up to 12 months overseas.

Q What are the main exclusions and conditions of this policy?

A. In order to be eligible to purchase a policy, you must be a permanent UK resident, and your pet must be free from illness and injury. In addition, your pet cannot have a history of vicious or aggressive behaviour.

Your pet is not covered for:

  • Any claims arising from pre-existing conditions
  • Any illness, injury, accident, death or theft that occurs within the first 10 days after purchasing your policy
  • Any death or illness that results from the failure to vaccinate your pet in accordance with recommendations by the British Small Animal Veterinary Association
  • Any claims for pets under 8 weeks of age (pets between the ages of 6 and 8 weeks will only be covered for accidents)
  • Any claim where medication has not been recommended by a vet
  • Preventative and elective treatments, such as flea control and spaying or neutering
Q What is "third-party liability" cover?
A. In this instance, “third-party liability” cover protects you in the event that your dog accidentally kills or injures another person, or damages their property.

Making a Claim

Q How do I make a claim?
A. Notify us as soon as possible, and not later than 60 days after any possible incident likely to result in a claim. Unfortunately, if you do not notify us within 60 days, this may result in no payment being made in respect of your claim.  

Telephone 0844 335 0324* and we'll send you a claim form. Calls may be monitored or recorded to assist with staff training and for quality control purposes. Full instructions about how to claim will be provided in your welcome pack.

Following a claim, we shall be entitled to take over and exercise any rights in your name against any other party for our own benefit and at our own expense to recover any payment we have made under this policy.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q What if I need to make a claim overseas?
A. In the event that your pet requires veterinary treatment whilst temporarily in a member country of the PETS Travel Scheme (long haul countries are excluded), payment of any treatment will be made to the vet by you.

Upon your return home, you should telephone the claims helpline immediately and report the claim. You will then be sent a claim form for completion and return with all the paid veterinary receipts. Settlement will then be made to you after the deduction of the excess in Sterling at the current rate of exchange, such payment discharging us from all further liability connected with such claim.
Q How will I be reimbursed for veterinary fees?

A. Upon commencement of treatment you should telephone 0844 335 0324* and report the possible claim. You will then be sent a claim form for completion by you and your vet. Please return the completed claim form to us with supporting receipts once treatment has been completed. Payment can be made directly to you or the vet after deduction of the excess, and will discharge us from all further liability connected with the claim.

We may need to request further information either directly from the vet or from you to confirm the validity of the claim at your expense.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q What if my pet injures someone or damages their property?

A. If your pet injures someone or damages their property, contact 0844 335 0324* immediately and advise of any possible claim. You will then be given instructions on what to do with any letter, claim, writ or summons – be sure to detail the exact circumstances, including the description of the articles damaged and their purchase price, if known. If you have a dog, you'll also pay a £100 excess towards any claim for third-party liability.

In order to ensure your claim goes smoothly:

  • Do not admit or accept liability, negotiate or make any payment or promise of payment without our written consent.
  • Do not answer letters from people who may claim against you or who are acting for people who may claim against you without our written consent.
  • Provide us with all the information that we may reasonably require.

We will have the sole conduct and control of any claim and legal proceeding relating thereto including the right to take proceedings in your name but for our benefit for any claim, damages or liability.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q What if my pet dies?
A. If your pet dies in an accident or from an illness, you can still be covered. Make sure you obtain a veterinary certificate stating the date and cause of death, and we will reimburse you a maximum of £250 (Standard cover) or £750 (Premier cover). In the event that your pet is put to sleep (euthanised), you’ll need a veterinary certificate stating that this was necessary for humane reasons to terminate incurable suffering.

Death by illness is not covered for dogs that are 9 or more years of age and cats that are 11 or more years of age. 
Q What if my pet is lost or stolen?
A. The loss of dogs should be reported to the police within 24 hours of disappearance; for both cats and dogs, telephone us and report the possible loss or theft. If your pet hasn’t been found after 45 days – and you’ve put the appropriate effort into finding it, like taking out advertising and offering rewards – you may be eligible for reimbursement up to a maximum of £250 (Standard cover) or £750 (Premier cover).
Q Can I have my covered payments sent directly to the vet?
A. Yes – in some circumstances, we can arrange to pay the vet directly for the costs of your pet’s treatment. To arrange this, please call us on 0844 871 1343*.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q Can I claim as soon as I purchase the policy?
A. No – you can't claim on any accident, injury, illness or condition arising prior to or within the first 10 days of the start date of your policy. This exclusion does not apply to renewed policies.
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