PET INSURANCE EXISTING CUSTOMERS    

Try checking your junk email folder as they might have ended up in there.

No problem, please fill in our online change of address form.

You can nominate someone to access your policy on your behalf by filling in our online nomination form.

Lines are open:

Mond to Fri: 8am - 7pm

Sat: 9am - 2pm

Sun: closed

Bank holidays: 9am - 5pm

For Text Phone first dial: 18001
Calls may be recorded.

To get started, fill in our pet insurance claim form.

Ask your vet to fill in and sign the declaration before you return the form to us.

Make sure you’ve filled in all relevant sections, signed and dated the form.

Attach any paperwork that we’ll need to proceed with your claim and send the form to us. 

By email

claims@pet.lv.co.uk

By post

LV= Pet

PO Box 221

Huddersfield

HD8 1FP

Lines are open:

Mond to Fri: 8am - 7pm

Sat: 9am - 2pm

Sun: closed

Bank holidays: 9am - 5pm

For Text Phone first dial: 18001
Calls may be recorded.

More information about claiming for pet insurance.

Simply fill out our online form.

Lines are open:

Mond to Fri: 8am - 7pm

Sat: 9am - 2pm

Sun: closed

Bank holidays: 9am - 5pm

For Text Phone first dial: 18001
Calls may be recorded.

We'll work with you to set things straight. You can call us on:

Once we've received your complaint: 

Our aim is to get it right, first time, every time. So, if we make a mistake we'll try to put it right straight away. 

If we can't settle things straight away, we'll confirm that we've received your complaint within five working days and do our best to resolve the problem within four weeks. If we can't, we'll let you know when to expect a resolution.

If we're unable to resolve the situation within eight weeks, we'll send you some information about the Financial Ombudsman Service (FOS) which is a free, independent complaint resolution service who will be able to help.

You have the right to refer your complaint to the Financial Ombudsman free of charge, but you'll need to do so within six months of the date on your final response letter.

If your complaint is not referred in time, the Ombudsman won't have our permission to consider it. The only way they'll look at your complaint after six months is if they believe the delay was a result of exceptional circumstances.

Using our complaints procedure or contacting the FOS does not affect your legal rights.

You can email us at complaints@pet.lv.co.uk

Or send a letter to LV= Pet, PO Box 221, Huddersfield HD8 1FP

Please let us know:

• Your name
• Policy number
• Pet name
• The best way to contact you to help us resolve the solution

When emailing, please don’t send us confidential or financial information like credit card details.

To cancel your pet insurance policy, give us a call:

• You can cancel your pet's policy at any time free of charge.

• We'll refund all of the premium you've paid.

• We'll refund any amount you've paid for after that renewal date.

• We'll refund any amount you've paid for cover after the cancellation date.

Lines are open:

Mond to Fri: 8am - 7pm

Sat: 9am - 2pm

Sun: closed

Bank holidays: 9am - 5pm

For Text Phone first dial: 18001
Calls may be recorded.

If you've got a pet insurance policy, with us you can make the most of our pet helplines. Your cover includes access to a veterinary support and advice service which you can use if you have concerns about your pet’s health or welfare. Full details of the advice line and how to use it can be found in your renewal pack. We’re also here if you’d like to chat about bereavement counselling or ask any pet legal advice questions. So, here are the details...

As an LV= pet insurance customer, you have free 24/7 access to online vets. 

Get started with FirstVet.

No one can prepare you for the loss of a beloved pet, but sometimes it can help to talk to someone who understands. The Blue Cross Pet Bereavement Support Service are only a phone call away...

Mon-Sun 8:30am - 8:30pm
For Text Phone first dial 18001
Calls may be recorded

Email: pbssmail@bluecross.org.uk

24 hours a day, 365 days a year
For Text Phone first dial 18001
Calls may be recorded