Frequently asked questions

Select a product below to see the FAQs

  • General Questions

    • No. Protect Your Bubble no longer distributes Pet Insurance policies. However, if you are an existing PYB Pet Insurance policy holder and you need assistance, as long as you have a valid certificate of insurance, your policy is still valid and we’re still here to help you with any issues you may have. The following FAQs are designed to give existing policy holders further information if required.

      If you wish to purchase a new Pet Insurance policy, you can contact our partners, Purely Pets, on 0343 290 9153, or online at Purely Pets.

    • Unfortunately, Protect Your Bubble is no longer renewing Pet Insurance policies, although any existing policy will be valid until its expiry date.

      However, you will not be left without cover, as we have reached an agreement with our pet insurance partner, Ultimate Insurance, to offer a discounted rate on their Pet Insurance product, Purely Pets. Your existing claims history will be transferred to your Purely Pets policy should you choose to switch, and the new policy will count as continuous cover from the old one.

      You will receive a series of emails as your renewal date approaches, offering you the opportunity to switch to Purely Pets. If you do not receive these emails, simply call 0343 290 9153.

      The policies are largely comparable, but some elements of cover may differ slightly between your expiring Protect Your Bubble policy and the Purely Pets policy. You might want to check these differences when you speak to Purely Pets, to make sure the cover is still suitable for your needs.

    • 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
      Connect Centre
      Kingston Crescent
      Portsmouth
      PO2 8QL
      Email: complaints@bdml.co.uk

      Please note: This email address is for Pet Insurance policyholders only. Gadget Insurance policy holders can contact us via: customerservices@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 we 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
      Exchange Tower,
      London,
      SE14 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.

    • 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

    • 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 £200 (Accident Only cover), £1,000 (Economy cover),£1,500 (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.

    • In order to be eligible to purchase a policy, your pet must be free from illness and injury and cannot have a history of vicious or aggressive behaviour. Additionally:

      • You must be a UK resident and over the age of 18
      • Cover is only available for cats and dogs
      • Pets must be more than 8 weeks old to be covered

      We will not cover:

      • Any claims arising from pre-existing conditions
      • Any illness, injury, accident, death or theft that occurs within the first 14 days after purchasing your policy if you have selected Economy, Standard or Premier cover, 72 hours after purchasing Accident Only cover
      • 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 claim where medication or treatment has not been recommended by a vet
      • Preventative and elective treatments, such as flea control and spaying or neutering
      • Death by illness for dogs 9 years of age and older and cats 11 years of age and older
      • Guard racing and commercial use dogs
      • Any breed of dog described within the Dangerous Dogs Act 1991
    • 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 and you are found legally liable to pay damages.
    • 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 for the time they are in hospital.

      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.

    • 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. Check the policy terms and conditions for the limits of this cover on your policy.

      To be safe, you should telephone 0333 234 0613 and obtain approval from us before spending any money or paying any rewards. 

    • Yes – you’re covered for 30 days abroad with our Economy and Standard cover levels, and for 364 days abroad with our Premier cover.

    Making a Claim

    • 1. Call us on 0333 234 0613 (8am–6pm Monday to Friday and 9am–2pm on Saturdays). 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 delay or jeopardise your claim. Once your pet has been treated, your vet will either ask you to pay your bill or agree to submit the claim directly to our claims team on your behalf.

      2. If you have settled your bill, simply call us and we'll talk you through the claims process, send you a claim form and advise you as to the documentation you need to send to us along with the completed form. 

      3. If your vet elects to claim on your behalf, we will still send the claim form to you first. You will need to fill in certain sections of the form and then take it to your vet, who will fill in the rest and send it on to us with any supporting documentation. Once we have the completed form and all the required documentation, we will assess and process your claim – if you choose, you can elect to be kept updated on progress via text message or email, or simply wait for your settlement.
    • No – you can't claim on any accident, injury, illness or condition arising prior to or within the first 14 days of the start date of your policy for Economy, Standard or Premier policies; or the first 72 hours for Accident Only policies. This exclusion does not apply to renewed policies.
    • All policies carry a Fixed Excess. This is the amount you are required to pay for each condition (ie, a separate illness or injury) that is successfully claimed for during a policy year. This means for example that, during the year of your policy, if two or more separate conditions are found (even if they are found under one treatment) an excess will be payable for each condition However, if one condition or accident requires three separate treatments, only one excess will be payable.

      Furthermore, if your claim is for a dog aged 6 years or older, a cat aged 8 years or older, or one of a few select breeds, you may also be liable for a Variable Excess, which is paid in addition to the Fixed Excess and is calculated as 10% of the value of the claim after the Fixed Excess has been deducted.

      See the policy Terms and Conditions for an example of how the Variable Excess is calculated.

      All excess charges are deducted from the settlement value of your claim. 
    • If your dog injures someone or damages their property, contact 0333 234 0613 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. 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.

    • Upon commencement of treatment you should telephone 0333 234 0613 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.

    • 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. 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 (Economy cover), £500 (Standard cover) or £1000 (Premier cover).
    • 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.
    • 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. 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. 

      Cover

      Accident Only

      (up to)

      Economy

      (up to)

      Standard

      (up to)

      Premier

      (up to)
      Death from illness Nil £250 £500 £1000
      Death from accident £200 £250 £500 £1000

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