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 John Lewis Pet Insurance policy, select the relevant link below to view and print your policy documents.

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:

0330 102 2745 (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
Peterborough
PE2 2QU

Download our claim form (PDF)

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
Wymondham
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.

We always want to be able to resolve any concerns you raise with us. However, where you are not satisfied with the outcome, or if you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service in the following ways:

Call: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Write:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

You may also use the European Online Dispute Resolution (ODR) platform created by the EU Commission which allows customers to submit their complaints through a central site which will be forwarded to the Financial Ombudsman Service.

 

John Lewis Finance and John Lewis Insurance are trading names of John Lewis plc. The John Lewis Registered office address is: 171 Victoria Street, London, SW1E 5NN. Registered in England and Wales No. 233462.

John Lewis plc is an appointed representative (Financial Conduct Authority number 416011) of Royal & Sun Alliance Insurance plc. John Lewis Pet 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).

Copyright © John Lewis Partnership
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