Your Questions Answered

Does my pet need to be vaccinated?

We advise that your pet receives vaccinations and boosters as recommended by your veterinary surgeon. However if your pet isn't vaccinated for whatever reason, your helpucover Pet Healthcare cover is still valid except for those conditions vaccination would have prevented.

If my pet becomes very old or very ill, will you still offer to insure him or her?

Dogs can be accepted up to the age of 8, cats up to 10 and rabbits up to 5. Once insured you may continue your pet's cover for life with annual renewals so that no matter how ill your pet becomes or however many claims you make, your maximum benefit will be fully reinstated when you renew your policy.

If I insure more than one pet is there a discount?

If you insure two or more pets each animal will receive a months free cover - EVERY year.

How long do claims take to be paid?

Provided your claim form is completed correctly and accompanied by any necessary supporting documentation, your claim will be processed on the day we receive it and paid within a further three working days - ideally directly into your or your vet's bank account.

Why do premiums vary according to species, breed, location and age?

Different pets in different parts of the country represent different risks for an insurer. helpucover Pet Healthcare is committed to charging the right price for the right risk - so you would not be subsidising the premiums of owners with higher risk pets in more expensive areas

Is there an excess to pay when I claim?

Yes, there is an excess payable for each condition claimed each policy year. This amount forms part of your quote and as with your premium, is also based on your pet's species, breed, age and where they live.

Could I ever run out of cover?

Depending on the level of cover you choose we will pay up to £6,000, £4,000 or £2,000 veterinary fees for dogs or cats and up to £2,000 for rabbits in a policy year. When you renew your policy your veterinary fees benefit level will be fully reinstated - so you will never permanently run out of cover.

Do you cover diet food?

helpucover Pet Healthcare will contribute 25% of the cost of a clinical diet recommended by your vet, for a maximum period of six months. We will not pay for diet food for weight loss though.

My dog was free, is his insurance cheaper?

Most of your premium goes towards providing your veterinary fees benefit and the factors influencing the cost here are the age of your pet, where you live and the breed - not necessarily whether he or she was free, a gift or a Crufts Supreme champion!

Is proof of purchase price always needed?

We would need to know how much you paid for your pet if you unfortunately have to claim loss or death benefits. Without a purchase receipt we would only pay you the market value of your pet. This is the price generally paid for an animal of the same age, breed and pedigree at the time you obtained your pet. Proof of purchase is especially important where you may have paid more for your pet than would be expected for the breed.

Would previous problems be covered?

We cannot cover conditions that have been treated or are manifest before you take out your policy. Some conditions, however, may have completely resolved. If you feel we have excluded a pre-existing condition unfairly you may contact us to discuss the matter.

Would you insure a deaf and / or blind animal?

Yes, although if the deafness or blindness meant ongoing treatment we could not cover the cost of that. Any new illnesses or accidents would be covered, as long as they are not as a result of their existing condition.

Do you pay for dental treatment?

If your pet requires dental treatment we would pay as long as your pet has been insured under the policy for at least 2 years and no dental treatment has been recommended during this time and your pet's teeth are regularly checked at annual intervals. We will not pay for routine checkups however or elective or cosmetic dentistry.

Would milk teeth be covered if they dont come out naturally?

Yes, provided your pet is insured before they are 16 weeks old and your vet recommends that they should be removed.

Would you pay for neutering?

If your vet recommends your pet is neutered for medical or behavioural problems your insurance will cover the cost. We do not cover elective castration or spaying.

Do you cover phantom pregnancies?

Yes. If these are persistent and your vet recommends spaying, we would also cover the cost of neutering in this instance.

Would a flea infestation be covered?

We would expect you to take the necessary preventative measures to prevent problems with fleas. Your insurance would not cover this.

Do you cover epilepsy?

Yes. As long as the first episode doesn't predate the start of your helpucover Pet Healthcare policy or occur within the first 28 days.

Am I covered for veterinary fees as soon as I take out cover?

Cover for accidental injury is immediate. However illness, including poisoning is covered after the first 28 days of the policy.

Am I covered if my pet has behavioural problems?

Yes, providing the treatment is carried out by a qualified veterinary surgeon.

Our Customer Service

We take great pride in the quality of service that we deliver to our customers. It is always our intention to provide a first class standard of service. However, any complaints you may have regarding this insurance cover should be addressed to:

Customer Relations Manager
helpucover
Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX
Telephone : 020 8207 9250

Please quote your policy or claim number so that your enquiry can be dealt with quickly. Should you remain dissatisfied, you should ask for your complaint to be considered with helpucover's internal appeals procedure. If the matter is still not resolved to your satisfaction you have the right to refer your complaint to:

The Financial Ombudsman Service (FOS)
South Quay Plaza, 183 Marsh Wall,
London, E14 9SR

There are some instances when the FOS cannot consider complaints. This procedure will not prejudice your right to take legal proceedings.

We are covered by the Financial Services Compensation Scheme (the Scheme). You may be entitled to compensation from the Scheme if we cannot meet our obligations. Further information about compensation arrangements is available from the Financial Services Compensation Scheme, telephone number 020 7892 7300 or www.fscs.org.uk

The parties to this contract are free to choose the law applicable to it. If you live in Scotland, Northern Ireland, the Channel Islands or the Isle of Man you may choose to commence legal proceedings in your local courts. In any other cases unless there is agreement to the contrary English law will apply.

The helpucover plan is underwritten by Pinnacle Insurance plc.