Claims FAQs

If the following FAQs don't answer your query please have a look at our General FAQs section.

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 a settlement cheque will be issued as soon as possible.
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What happens when I phone the claim line?
When you call us, one of our trained claims advisors will assist you with the claiming process. We aim to deal with your claim and quickly and compassionately as possible. Please ensure you have your policy number handy when you call and our advisor will then confirm the level of cover on your policy and notify you of the excess amounts which may apply. We will then send out a claim form, which should be completed and returned to us as soon as possible.
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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.
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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-8.30pm and Sat 9.00am-12.00pm) 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.

Please note you need to return a completed to us within 90 days or your renewal if sooner.
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Where can I get a claim form?
Several of our claim forms are available to download online, or you can contact our claims department using our contact form or by phone.

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.
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