Frequently Asked Questions

Claims

What should I do if I need to make a claim?: On discovering any accident, illness, loss, destruction or damage giving rise or likely to give rise to a claim you must immediately notify and give full details to our head office:
The Equine and Livestock Insurance Company Ltd
PO Box 100
York
YO26 9SZ.
This can be done in writing to the above address, by phone on 0844 980 (9400 - Pet) (9640 - Horse) (9590 Other), fax on 0844 980 9410 or via e-mail to claims@eandl.co.uk.
We operate an Emergency Claims Helpline on 0844 980 9809 to our valued policyholders. The helpline is open all year round except Christmas day and Boxing day. It offers a personal contact (Mon-Fri 8.00am-9.00pm, Sat/Sun 9.00am-6.00pm) providing assistance, advice and information in an emergency. You can also phone the helpline to request claim forms. Outside these hours a swift-action answer phone service is also available.

What happens when I phone the claim line?: When you call us, you'll be asked to provide details of your claim to one of our claims advisors. Please ensure you have your policy number handy. Our advisor will then confirm the level of cover on your policy and notify you of the excess amounts which may apply. We will send out a claim form, which should be completed and returned to us as soon as possible.

What is a policy excess?: Excess is the amount you must pay towards each and every claim. If claims are made under more than one section of cover, an excess will apply to each section of cover under which a claim is made. Our claims advisors will let you know the amount of the excess that applies for your claim.
You'll also find details of this in your policy schedule. We'll deduct the amount of the policy excess from the settlement of your claim.

How long does it take to settle a claim?: Some claims are more straight forward than others, but we always aim to settle claims as quickly and easily as possible. As long as the claim is within the terms of the policy and we have all the information we need an offer of settlement will be made. Once this has been accepted by the policyholder a settlement cheque will be issued as soon as possible.

Where can I get a claim form?: (1) - You can download and print the claim forms that are available online.
(2) - You can contact our claims department using the online contact form, and the claim form will be sent to you.
(3) - You can call our claims department on the following numbers, and request the claim form to be sent to your address:
0844 980 (9640 Horse) (9400 Pet) (9590 Other)
Please make sure that the completed claim form reaches us within 21 days at the FREEPOST address provided on the claim form. A copy of the completed claim form together with the accompanying documentation can be faxed in advance.