Coronavirus FAQs

I’m worried about being able to pay for my insurance due to coronavirus, what can I do?

We are here to help so if you are worried about being able to pay for your Insurance due to coronavirus, please get in contact with us as soon as you can at We will get back to you as soon as possible. We can discuss the options available to you and rest assured all conversations are confidential.

If you are 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 this. Please let us know if this is the case when you contact us.


What if my pet becomes ill and I am 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.


What if my local vet closes, where should I take my pet?

If it’s an emergency then call your vet; they will either have an out of office service or direct you to another vet/veterinary practice which is open. Alternatively, you can take your pet to any vet to be treated.


Will I struggle to get hold of ongoing medication that my pet needs?

It’s hard to tell at this early stage, but we are not expecting any issues with the supply of medication. Please contact your registered vet for advice.


My vet has delayed my pet’s annual booster because of staff shortage or I have delayed it as I'm self-isolating, will you cover my pet if it gets an illness that it’s usually vaccinated against?

Yes, we will cover conditions that your pet is usually vaccinated against if the annual booster is delayed due to coronavirus. To keep them safe please do not let them outside your home or garden.


My puppy or kitten has not been able to have its full set of first vaccinations, what shall I do?

Puppies and kittens have no protection against very serious infectious diseases without having had the full course of first vaccinations. Please do not allow them outside your home or garden, even if they reach the age when they normally could do so and then we’ll cover them.


Will my dog be OK staying at home for longer periods of time and having fewer walks?

You should be following the latest government rules on taking exercise. If daily exercise is allowed and there’s more than one of you in your household able to walk your dog, consider walking separately so your pet gets more than one walk a day. If you are having to stay or work from home your pet will probably be enjoying having the extra company.


I am self-isolating away from my normal place of residence and taking my pet(s) with me, do I need to change my address?

If you are temporarily staying away from home due to coronavirus, there is no need to tell us, your pet(s) will still be covered. However, your renewal documents are sent by post, so please ensure that you have a way to collect them if your policy is due for renewal whilst you are self-isolating. If you change your address permanently, you must let us know via email at


I am self-isolating/in hospital with coronavirus and someone is looking after my pet for me, do I need to transfer the policy to them?

As long as this is a temporary arrangement and you don’t need to make a claim, renew or make changes to your policy, there’s no need to tell us. If you do need to do any of these, then we will need your permission to speak to someone else about your policy. To do this please contact us via email at and we will add the person to the policy.


If I become ill and have to 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 is able to look after your pet, your pet will be covered under the terms of our boarding kennel and cattery fees cover.


I didn’t receive my renewal documents because I was in hospital or no post was delivered due to coronavirus and my policy has cancelled, can it be reinstated?

If you find you have missed your renewal date due to issues relating from coronavirus, then please contact us via email at


I didn’t receive my renewal documents because I was in hospital or no post was delivered due to coronavirus, my policy has automatically renewed, but I want to cancel it, what should I do?

Your policy has a 14 day cooling-off period where you can cancel without any cost to you as long as you haven’t made any claims. Please contact us via email at to cancel.

If it has been more than 14 days, please contact us via email at so we can review the details.


I’m stuck abroad with my pet, I’m not allowed to return home and the trip is now over the 60 days limit, what should I do?

If there were no restrictions on travelling when you first started your trip, then we may be able to extend your cover for your trip length.

Please contact us via email at


I can’t get home from my trip abroad and my pet is in kennels/a cattery. Will boarding kennel and cattery fees cover the additional cost?

Unfortunately, this cover is not available under your policy.


My pet insurance policy is due for renewal in the next 5 days, how do I make sure my pet continues to be covered?

Please call us on 0330 102 2745​ if your policy needs to be renewed within the next 5 days, please note our lines are open Monday to Saturday 9am to 5pm.


I would 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.

If you have Levels 1, 2, 3 or 4 please email us at


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


What if I’m late in submitting a claim?

If this is due to coronavirus and you have submitted the claim as soon as possible after the Government advice to stay at home or self-isolation finishes, we will consider your claim.


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 please note our lines are open Monday to Saturday 9am to 5pm.

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.

Cats and dogs, like humans, are more prone to illness as they get older and their likelihood of needing treatment increases. This means your insurance premium will increase each year even if you haven’t made a claim. Your premium can also increase significantly when a claim has been paid.

Once your pet reaches the age of nine, your excess amounts will also go up.

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)

Dogs and cats, like humans, are more prone to illness and ailments as they get older. Your price will increase at renewal, because of this likelihood and can also increase significantly when a claim has been paid. New developments in diagnosis and treatments have meant that vets can give them even better care, which is great news for your family pet but means an increase in vet costs.

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