Pet Insurance FAQs

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

Are there any treatments I am unable to claim for?
We will not pay for preventative, cosmetic and routine treatments as well as claims for any behavioural problems.
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Do vet's fees claims have a time limit?
Claims for vet's fees can be made for up to 365 days from the first date of treatment for any condition, up to maximum recoverable under the veterinary fees section of your policy. If you need to make a claim you must contact our claims department as soon as possible and any claim form(s) must be returned to us at most within 90 days of the incident occurring or your renewal if sooner.
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Do you offer a No Claims Discount if I do not make a claim?
Unfortunately this is not something that we can currently offer our policyholders.
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How are premiums calculated for my pet?
We calculate your premiums based on the breed and age of your pet, along with the area in which you live and the policy type and cover levels you have chosen.
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How will the vet bills be paid if my pet needs treatment?
In most instances payment will be made directly to you. However, please notify us when submitting a claim if you would like us to pay your veterinary practice.
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I'm thinking about taking out more than one pet policy with E&L, will you give me a discount?
Yes, we will give you a 10% discount on every subsequent policy you take out with us. Total maximum discount is 20%.
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If my pet has a condition which needs ongoing treatment, do I need to wait until the treatment has finished before I can make my claim?
No, details should be submitted regarding the claim as soon as a diagnosis is made. If your pet continues to require ongoing treatment, please keep us updated with regards to their progress and any further veterinary costs incurred with a written note every 90 days.
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My pet has suffered medical problems in the past are you still able to offer me cover?
Until we know the exact details of the illness/condition we cannot answer this question. We may be able to offer cover with an endorsement excluding all claims arising from or in association with the pre-existing condition(s).
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What amount will I have to pay as an excess?
The excess amount differs depending on a variety of factors such as the age of your pet, your home address, the policy you have chosen and the type of claim. Full details can be found in your policy schedule.
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What should I do if my pet is referred on to a specialist?
Should your pet require further treatment from a specialist please contact our claims department so we can advise you of the action that needs to be taken.
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Will all my vet's bills be covered?
We provide cover for veterinary fees for unexpected accidents/illnesses provided you have complied with the terms and conditions of the policy. We do not cover routine visits to the vet for routine/preventative treatments such as vaccinations, worming treatment and breeding. The total vet's fees paid out will be determined by your chosen policy. Please note a policy excess for which you are responsible applies to all sections of cover unless otherwise stated in your policy schedule.
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Will I be able to claim for problems my pet has suffered in the past?
Pre-existing conditions and conditions diagnosed within the first 14 days of the policy inception are not covered.
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Will my vet's fees be covered if my pet is staying with someone else?
Yes, as long as you have told us about this in advance and we have agreed to continue cover while your pet is being looked after.
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