vetfone™
Reassurance around the clock
Our pets bring so much joy to our lives, but this doesn’t mean we stop worrying about them, especially when it concerns their health.
To ensure you always have expert advice on hand, your policy includes unlimited access to vetfone™ — helping to bring peace of mind for you and your pet, over the phone, via live chat or on a video call.
Call the vetfone™ helpline on
Open 24 hours a day, vetfone™'s expert surgeons, vets and nurses are on hand to help - whether it’s a quick diet query or late-night emergency. All you have to do is call from the comfort of your own home. If you prefer, you can also speak to vetfone™ via live chat. The link to this can be accessed by logging in to your Pet Portal.
Calls may be recorded or monitored and call charges may vary
Why John Lewis Pet Insurance?
Benefits to keep tails wagging
24-hour veterinary helpline
Pets are full of surprises. vetfone™ is here 24/7 to offer expert advice — one call could save you unnecessary vet fees and stress. Plus, calls won’t affect your premium.
Existing policy holders can call the vetfone™ helpline on 0333 332 3952.
Calls may be recorded or monitored, and call charges may vary
Plus a whole lot more
Access to this service is just one part of a full range of benefits included across all levels of cover. Our package of policy features has been designed to put your pet’s needs first and look out for their future wellbeing.
Guides and articles
Protecting your dog
Providing cover for kennel stays, dental treatments and third-party liability cover.
Terms, policy limits and exclusions apply.
Protecting your cat
Providing cover for cattery stays, dental treatments and funds to help find them if they’re lost.
Terms, policy limits and exclusions apply.
Frequently asked questions
Is my pet eligible for John Lewis Pet Insurance?
If your cat or dog is at least 8 weeks old, they could be eligible for John Lewis Pet Insurance. For most dogs, the upper age limit is the day before their 8th birthday. For some breeds, however, the upper age limit is the day before their 5th birthday. For cats, the upper age limit is the day before their 10th birthday. Once your cat or dog is insured, cover can continue beyond these upper age limits.
Once you've taken out a policy, you’re not able to claim for vet fees as a result of accidents that happen in the first 3 days or illness within the first 14 days. If you switch to John Lewis Pet Insurance and can show your previous policy runs up to the start date, we can waive the initial exclusion periods for you.
Does the insurance include vaccinations?
No. Vaccinations are considered routine treatments and aren’t covered under our policy. It’s important to keep on top of your pet’s jabs. If your pet's vaccinations are not up to date, we won't cover illnesses that could've been prevented by them.
Does the insurance include routine neutering or spaying?
No. These routine procedures don’t involve treating your pet for illness or injury, so aren't covered by our policy.
However, if your vet recommends neutering/spaying to treat a condition (e.g. Pyometra or testicular tumour), the cost of this can be covered.
Policy exclusions may affect your ability to make a claim, so please review your policy documents for further details.
John Lewis Money and John Lewis Finance are trading names of John Lewis plc. Registered office: 1 Drummond Gate, Pimlico, London SW1V 2QQ. Registered in England and Wales (Registered company number: 233462).
John Lewis Plc is an introducer appointed representative of Pinnacle Insurance Ltd which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (register number 110866). Registered Office: 4th Floor, Limelight, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH. John Lewis Pet Insurance is a trading style of and arranged, administered & underwritten by Pinnacle Insurance Ltd. John Lewis Plc and Pinnacle Insurance Ltd are not part of the same corporate group.
vetfone is a brand of Vetsdirect Limited (Company Number: SC230445) of Registered Office: Dickson Minto, 16 Charlotte Square, Edinburgh, EH2 4DF. Vetsdirect are NOT regulated or authorised by the Financial Conduct Authority