Why use vetfone?

The vetfone™ telephone service allows you to speak to UK qualified veterinary nurses 24 hours a day, 365 days a year.

If you aren’t sure if you need to see a vet, vetfone™ is a convenient first port of call, providing advice you can trust for peace of mind and reassurance. Even if you are not considering a trip to the vets, they are able to provide some tips and advice about general pet care and wellbeing.

Part of the largest vet advice service in the UK, vetfone™ has safely managed more than 250,000 calls to date.

A call to vetfone™ won’t affect your premium or policy excess, however many times you phone.

If it’s the weekend or out of hours, they’ll be able to tell you if you need to urgently go to the vet or if you can wait for surgery opening times, potentially saving you money on unnecessary out of hours trips. If you do need an out of hours surgery, vetfone™ will be able to direct you to the nearest one.

Call the vetfone™ helpline on 0800 316 7119 (24 hours a day).

Table of cover

  Essential Plus Premier
Vet fees - treatment limit per year up to £3,000 up to £7,500 up to £12,000
Lifetime cover      
vetfone™ helpline -
24 hour advice from veterinary nurses
Behavioural treatment up to £250 up to £250 up to £500
Treatment food up to £250 up to £250 up to £250
Complementary treatment - such as physiotherapy up to £500 up to £1,000 up to £2,000
Accidental damage - damage to other people's property up to £250 up to £500 up to £750
Lost or stolen pets up to £500 up to £1,000 up to £1,500


* Cover forms part of vet fees

Top 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:

  • American bulldog and other breeds which are not on our breed list
  • 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

*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.

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).
  • If you're choosing a new pet, research which breeds are associated with high premiums.
  • If you have more than one pet, investigate any multi-pet discounts that may be on offer.
  • Keep your pet fit and healthy, including regular check-ups at the vets.
  • Choose the right level of cover and don't be tempted to leave out important details.

Our Pet Insurance only offers Lifetime Cover. This means, if you're insured with us and your premiums are paid, you could claim for a one-off mishap such as a cut paw, or an illness such as diabetes which needs treatment every year.

We offer three levels of cover, so you can choose the level of veterinary fees you'll have to use for the treatment your pet needs. If your policy is renewed every year, we won't put a time limit on how long treatment can last and we'll pay up to your chosen vet fee limit each year that you need it.

As your pet gets older they’re more likely to become ill, so the price of your insurance rises at renewal. New developments in diagnosis and treatments mean vets provide even better care. This comes at a cost, so we have to account for the rise in vet fees.

If you decide to change your insurer, you might find it difficult to find cover for any conditions your pet previously or currently has. Rest assured, you’ll be covered up to your chosen vet fee limit each year for as long as you keep your policy with us. If your pet is aged nine or over, you will be asked to pay extra excess when making a claim.

Our partner

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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