General enquiries

Make a claim

vetfone™ helpline

0800 316 7119
(expert advice 24 hours,
365 days a year)

To log in to your account please enter the email address you used when you registered with us and your password.

Once logged in you can:

  • See your policy details
  • Change your password
  • View your policy documentation


Contact Customer Service:
0330 102 2745
(open 8am to 8pm Monday to Friday, 9am to 5pm Saturday, 10am to 4pm Sunday)

Email us


If you have a Pet Insurance policy from John Lewis Finance, select the relevant link below to view and print your policy document(s).

If your policy number starts with RSAP or you're not yet a customer:

If your policy starts with numbers only, please contact us for documents.

Customer Service:
0330 102 2745
(open Monday to Friday 8am - 8pm, Saturday 9am - 5pm, Sunday 10am - 4pm)
Email us


Call us
0330 102 2756
(open Monday to Friday 8am - 8pm, Saturday 9am - 5pm)

Email us


Make a Pet Insurance claim

If you need to make a John Lewis Pet Insurance claim, print and complete the form below and send to:

John Lewis Pet Insurance Claims
PO BOX 1359

Download our claim form (PDF, 95 KB)

You'll also need to send us your pet's full medical history along with the claim form.

If you need more information, read more about how to make a claim.


For service complaints:
0330 102 2745

For claims complaints:
0330 102 2756

Write to us

John Lewis Pet Insurance
Customer Relations Team
PO Box 255
NR14 8DP

Please include your claims reference number or Policy Number on all correspondence.

Call charges vary depending on who your telephone provider is. If you’re unsure, it’s best to contact them directly for their latest call charges.

All calls to 0800 numbers are free from BT landlines. Recent changes mean that calls to 0845 numbers are free from some telephone providers. If you'd prefer to call a geographic phone number, these are also provided above.

Charges may vary if you call 0800 or 0845 numbers from your mobile phone.


John Lewis plc is an appointed representative (Financial Conduct Authority number 416011) of Royal & Sun Alliance Insurance plc. John Lewis Home / Pet / Wedding / Event (Delete as appropriate) Insurance is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at St. Mark's Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No. 202323).

John Lewis Finance and John Lewis Insurance is a trading name of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England (Registered Company Number 233462). John Lewis plc is an appointed representative of a panel of carefully chosen insurers to offer a full range of insurance products and services via John Lewis Insurance (Financial Conduct Authority number 416011). Calls may be recorded and monitored.

Copyright © John Lewis Partnership
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