FAQs

1.    Contact

Please 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.  

Please telephone 0844 335 0324 (8.00am - 6.00pm, Monday to Friday, and 9.00am - 2.00pm on Saturdays). Calls may be monitored or recorded to assist with staff training and for quality control purposes.

2.    Important Claims Information:

-    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

-    For Claims Made Overseas. 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 by you to the vet whilst you are there.

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.

3.    What you will need to do to allow your claim to be processed. Please select from the drop down the option related to your claim:


Veterinary Fees
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 this treatment has been completed. Settlement can be made directly to you or the vet after deduction of the excess, such payment discharging us from all further liability connected with such 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.


Third party liability
(i) If your dog 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.
(ii) Please do not admit or accept liability, negotiate or make any payment or promise of payment without our written consent.
(iii) Please 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.
(iv) Please provide us with all the information that we may reasonably require.
(v) 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.


Death from Accident and Illness
You must obtain a Veterinary Certificate at your own expense stating the date and cause of death. In the event that your pet is put to sleep (euthanised), you must obtain a Veterinary Certificate stating that this was necessary for humane reasons to terminate incurable suffering. Death by illness does not apply in the case of dogs that are 9 or more years of age and cats that are 11 or more years of age.

Advertising and Reward
In the event of your pet being lost, you should telephone 0844 335 0324 immediately and obtain approval prior to any expenditure.


Theft and Straying
- The loss of dogs should be reported to the Police within 24 hours of disappearance.
- For cats and dogs you should telephone Protect your Bubble and report the possible loss. A claim form should then be completed if there is no recovery of your pet after 60 days.
- Accidental Damage
- You should call 0844 335 0324 immediately you are aware of any circumstances likely to give rise to a property damage claim. Then complete the claim form which is sent to you, detailing the exact circumstances including the description of the articles damaged and their purchase price if known.
- Please do not admit any responsibility for the damage until the claim has been reported and considered by us.


Boarding Kennel Fees
You should obtain at your own expense receipted bills from the licensed boarding kennel or cattery, detailing dates and expenses incurred. You must also obtain at your own expense confirmation of the period you or your family members were in hospital and any additional information requested by us.


Holiday Cancellation Costs
You should obtain at your own expense the booking invoice and cancellation invoice from your travel agent or tour operator. This should detail the total unrecoverable charges made and the date of cancellation / curtail

1. In the first instance, please put your complaint in writing to:

Protect your Bubble Pet Insurance
The Quality Manager
1000 Lakeside North Harbour
Western Road
Portsmouth, Hants
PO6 3EN

Tel: 0844 871 1344

2. In the event you remain dissatisfied and wish to escalate a complaint, you can do so by contacting:

The Chief Executive
Agria International Forsakring AB,
2b Alton House Office Park,
Gatehouse Way,
Aylesbury,
HP19 8XU

Tel: 0870 024 2414

Or if your complaint is about Third Party Liability:

Chief Executive Officer
Groupama Insurance Company Limited
6th Floor,
One America Square,
17 Crosswall,
London,
EC3N 2LB

Tel: 0870 024 2414
Fax: 020 7264 2860

3. Upon receiving the outcome of your complaint from Agria International Forsakring AB or Groupama Insurance Company Limited, if you are still not satisfied with the way your complaint has been dealt with, you can then ask the Financial Ombudsman Service to review your case. You can contact them at the following address:

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

Tel: 0845 080 1800
Email: enquiries@financialombudsman.org.uk

The Financial Ombudsman Service 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.

Note: Your statutory rights
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.

Yes you can change the cover you have when your policy is due for renewal. Please contact us at the time and we will make the necessary changes to your policy.

Yes. And at renewal your cover will continue unless you tell us otherwise. We don't charge any interest for paying your premiums monthly.

You will be covered for 30 days with our Economy and Standard cover levels and 12 months with our Premier cover.

You'll pay the amount shown on your schedule towards the veterinary treatment for each new illness or injury. If you have a dog, you'll also pay a £100 excess towards any claim for third party liability.

In some circumstances we can arrange to pay the vet direct for the costs of your pet’s treatment. To arrange this please call us on 0844 871 1343

We don't charge any interest for paying your premiums monthly.

Yes, there is no age maximum limit (Dogs that are 9 or more years old and cats that are 11 or more years old are excluded from the death by illness cover)

Pets must be at least 8 weeks old, there is no age maximum limit. (Dogs that are 9 or more years old and cats that are 11 or more years old are excluded from the death by illness cover)

Call us and we'll send you a personalised claim form with your details already filled in. To make it easier for you we can pay the vet directly if they are set up for this. If the vet is unable to offer this facility or you've already paid the vet, we'll send you a cheque. Full instructions about how to claim will be provided in your welcome pack.

Every quote is calculated individually, so you can be sure you'll get the most competitive price possible. We look at the breed of your pet, its age, sex and where you live when calculating the cost of the cover.

We only insure cats and dogs on our pet insurance policy.

One policy will cover one pet only. However you can buy multiple policies and Protect your bubble will give a 5% discount for each additional pet you insure with us.

You can not claim on any accident, injury, illness or condition arising prior to or within the first 10 days of the inception date of the insurance. (This exclusion is not applicable to renewed policies.) After this period, subject to cover being in force and the premiums being paid to date, you can claim up to the policy limit of the cover selected, terms and conditions apply as per the policy wording.

Agria is a specialist company of the Länsförsäkrings Alliance which is comprised of 24 regional mutual insurance companies together with the jointly owned Länsförsäkrings AB, the hub of the Alliance. The Alliance is the leading insurance group in Sweden supplying non-life insurance, life insurance and private banking services. The history of the company dates back to 1890 when the first policy was written by the founder, Claes Virgin, who recognised the value of an animal insurance company which at that time focused on livestock and horses. Agria has grown steadily over many years into a highly successful business with a clear vision and belief in its role of providing a secure future for animal and man, for pets and their owners, and in so doing advancing the cause of a healthier society in the company of animals.