Coronavirus FAQs

Following the recent Government announcement, we’re changing the way we work to best serve our customers and help protect our teams. This means that some of our call centres will need to temporarily reduce their opening hours, as follows: 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.

In order to support our customers as the coronavirus (COVID 19) pandemic continues we’ve put together the ‘frequently asked questions’ below.  This continues to be an ever-changing situation therefore we’ve included additional information about our insurance policies and how best to contact us. 

I’ve been financially affected by coronavirus and I am worried about being able to pay for my insurance, what can I do?
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.

It’s important that you consider your options very carefully.

You may be able to reduce your level of cover -

- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what their cover needs are

You may be able to defer your monthly payment -

- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends

- The Money Advice Service’s online Money Navigator tool is useful if you are considering whether payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support

Rest assured, any changes will not impact your credit score and there will be no additional fees and charges.

To talk to us about the options that might be available to you please call us on 0330 102 2745. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays. Or if you prefer, you can email us at, – please include your policy number on the email, along with your phone number and the best time to reach you, and we’ll call you back.

If you’re unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do so. Just let us know if this is the case when you contact us. Please don’t cancel your payments without speaking to us first as we may be able to help.

Further information and advice

- The Financial Conduct Authority provides information for consumers on dealing with financial difficulties during the coronavirus pandemic on its website; and

National Debtline, a not-for-profit debt advice service run by the charity the Money Advice Trust, provides free and impartial advice for people living in England, Wales or Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their webchat facility or you can call them on 0808 808 4000


Can I ask someone I know to help me manage my insurance policy?

If you are:

- Impacted by coronavirus

- In self-isolation or caring for someone who is

- Suffering a health issue that prevents you from managing it yourself

Then you can nominate someone to manage your policy on your behalf. If a friend, family member or carer has your consent, they can pay your premium and make some changes to your policy. To find out more, please call us 0330 102 2745. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.

If you need specialist help for a loved one, please see below a list of organisations that can offer further support.

- Age UK:

In Scotland, visit the Age Scotland website here

In Northern Ireland, visit the Age NI website here

In Wales, visit the Age Cymru website here

In England, visit the Age UK website here

Advice for carers

Coronavirus information and advice

- NHS Responders: for those in need of support from an NHS volunteer

- Alzheimer’s UK: Alzheimer’s Society coronavirus advice


What if my pet becomes ill and I am following the Government advice to stay at home or self-isolating so I can’t take them to the vet?

As part of your policy you have freephone access to vetfone, where you can speak to qualified veterinary nurses 24/7. Please give them a call if you are worried about your pet’s health and they will advise you of your options, you will find their number here or in your policy booklet. Alternatively, you can contact your vet.

Will you cover my pet for vet treatment if they contract coronavirus?

The great news is, yes, all our pet insurance products include cover for coronavirus.


If I become ill and must go into a hospital and my pet goes into a kennel or cattery, will I be covered?

If you stay in hospital for more than 4 days in a row due to coronavirus and no other member of your family can look after your pet, your pet will be covered under the terms of your boarding kennel and cattery fees cover.


My pet insurance policy is due for renewal, how do I make sure my pet continues to be covered?

Please call us on 0330 102 2745. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.


I need to submit a pet insurance claim, can I do this online?

You can download a claim form and email it to us at


I’ve taken out a pet insurance policy with John Lewis, but I’ve not received my documents by post yet, when will they arrive?

Documents can take up to 2 weeks to arrive by post from the date you purchased your policy.

In the meantime, you can view your policy booklet online here:


I’d like to view my policy booklets; can I find these online?

If you have our Essential, Plus or Premier covers your policy booklet can be accessed online here.


I need to talk to you about something else, how do I get in touch?

Please email us at

If your policy needs to be renewed within the next 5 days, please call us on 0330 102 2745. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.


Updated 8 January 2021.

Other FAQS

We provide cover for dogs and cats from eight weeks old, and there is no upper age limit, though benefits do change for pets over nine years old.*

We don't offer cover for the ‘types’ of dogs that should be registered under the Dangerous Dogs Act 1991 and the Dangerous Dogs (Northern Ireland) Order 1991 or any subsequent amendments (whether pedigree, cross-breed or mixed breed):

  • Pit Bull Terrier
  • Japanese Tosa
  • Dogo Argentino
  • Fila Braziliero

Additionally, we don't offer cover for:

  • Wolf or wolf hybrid
  • Fighting dogs
  • Guard or security dogs
  • Dogs used for racing
  • Dogs used in connection with any profession, occupation or business
  • Dogs used for breeding
  • Any breeds not on our breed list unless you have spoken to us and we have agreed to provide cover

*You will not be able to claim for vet fees as a result of an accident in the first 48 hours of cover, or for any changes in your pet's health or behaviour in the first 14 days of cover. Death from illness cover is not available for any pets aged 9 years and above. Excess will increase when your pet turns 9.

Pet Insurance helps protect you from unexpected vet bills and will usually pay for things like consultations, treatments, complementary therapies and even some treatment foods.

Paying a small amount each month for vet cover could mean you’re protected from these expenses, while your pet is taken care of.

You could choose to save money each month to fund any future vet bills, but with vet bills potentially running into thousands of pounds, you run the risk of your savings falling short of the amount needed.

If you are a dog owner you may also want to consider the legal costs or damages you may be liable to pay if your dog causes injury or an accident, which could run to millions of pounds.

Below is an indication of what standard costs can be:

Treatment Cost
Standard consultation £25-35
Blood tests £10 - £120 depending on illness (plus charge for vet's time)
Prescribed course of treatment £3 - £70 depending on prescription
Emergency out of hours supplement £30 - £150
Overnight stay £30 - £50
X-rays £45 - £55 per X-ray
Chemotherapy £150 - £5,000 depending on treatment (two months to two years)
Surgery £1,000 - £2,000
MRI scan £1,000 - £2,000

There are a range of factors that could affect your Pet Insurance premium and cover, including:

  • The age of your pet: older pets are more likely to need medical treatment and very young animals may not have a fully developed immune system
  • Your pet's breed
  • Where you live: vet prices may vary across the country
  • Claims on your policy

You can reduce your premium by:

  • Increasing your excess (excess options are £60, £80, £100, £140, £250, or £500)
  • Choosing the right cover level.

Pet Insurance from John Lewis Finance only offers lifetime covers. This means your pet is covered for ongoing conditions as well as one-off mishaps with no limit to the length of treatment, as long as the policy is renewed and there is no break in cover.

The cost of looking after your pet's health doubles every four to five years. That's why your renewal price increases each year and your excess will increase when your pet turns nine. If a claim is paid, the price you will pay next year can double.

It's important that you budget for renewal prices to increase as your pet gets older, there is no limit to how much your renewal price can increase over time.

Download, print and complete the claim form (PDF).

You can post it, with your pet's medical history, to:
Pet Insurance from John Lewis Finance
Claims Department
PO BOX 10482
B3 2WX

Find out more about making a claim of your Pet Insurance.

You can choose to pay excess of £60, £80, £100, £140, £250 or £500. This amount is for each condition, for each period of insurance.

For pets aged 9 years or older, the excess is as above or 20% of the treatment costs, whichever is higher.

For Third Party Liability cover (dogs only), £250 excess applies to loss or damage to property.

Note: Increasing your excess may help to reduce your premium.

Call our Customer Services team:

0330 102 2745 or 01422 501 069

(Monday to Friday 8am-8pm, Saturday 9am-5pm, Sunday 10am-4pm)

Like us, as pets get older, sadly they're more likely to get ill. In fact, our claims data shows that the cost of looking after your pet's health doubles every four to five years. That's why your renewal price increases each year and your excess will increase when your pet turns nine, even if you haven't had to make a claim.

Unfortunately once a pet has been taken ill, in general they are more likely to get ill again. That's why, if a claim is paid, the price you will pay next year can double. 

It's important that you budget for renewal prices to increase as your pet gets older. How much they go up is different for everyone and depends on things like your pet's breed, age and health. There is no limit to how much your renewal price can increase over time.

If your pet is aged nine or over, you will be asked to pay extra excess when making a claim. Rest assured, as long as you renew your policy with us and there’s no break in cover, we reinstate your vet fees limits. So, if while insured with us, your pet starts to develop an ongoing illness, like diabetes or arthritis, or a reoccurring illness like an ear infection, you can continue to claim up to your chosen vet fee limit each year.

If you shop around and try to switch providers, you’ll probably find that they won’t cover pre-existing illnesses or injuries (known as pre-existing conditions) and cover for ongoing conditions will be lost.

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
Back to top