Are you in the right place?
If you purchased your policy before 28 October 2025 and your policy starts with RSAP then you’ll find all of the information you need on this page.
You’re not on the correct website and need to go to the M&S plc web pages if you’ve:
- received a quote from Pinnacle Insurance Limited (Pinnacle), the new providers of M&S Pet Insurance, to continue your M&S Pet Insurance cover
- continued your M&S Pet Insurance cover with Pinnacle, or
- purchased a new M&S Pet Insurance policy after 19 November 2025 and your policy number starts with PETMS.
Who do I contact for general enquiries about my pet insurance policy?
For general enquiries such as changing your cover or cancelling your policy, please call Royal & Sun Alliance Insurance Ltd (RSA) on 0800 980 8740, you’ll need your policy details to hand. Or email the team at mandspet@uk.rsagroup.com, please include the below information:
- Your full name as registered on the policy
- Your policy number
And any one of these:
- Name of the pet(s) insured
- Your date of birth
- First line of your address along with your postcode
Manage your pet insurance payments
The cost of living crisis is affecting all of us in some way. If you’re worried about paying your monthly payments, please get in touch as RSA may be able to help. Depending on your situation and what you need from your pet insurance, there may be ways to manage your policy to make sure you don’t end up uninsured.
For more information please call your pet insurer RSA on 0800 980 8740 or email RSA at mandspet@uk.rsagroup.com.
Make a pet insurance claim
Repeat medication and ongoing treatment claims
Pet insurance claims are made easier with RSA's online claim system.
- Whether you're the owner or the vet, simply complete the fast-track online form using the claims online servicing link below to claim back medication and treatment costs.
- Upload your invoices and confirm the details.
- Submit online – it’s as simple as that!
- Claims can be settled with payments to the policyholder or to the treating veterinary practice, whichever you prefer.
How to make a new claim
If you need to make a claim for a new condition, you'll find RSA's editable form on the online servicing page for you and your vet to complete.
Track an existing claim
You can track the status of your existing claim using the online claims tracking service.
Useful information about your pet insurance policy
Opening hours
vetfone™/Legal advice and bereavement services
vetfone™
Please call 0800 980 5583
Legal
Please call 0800 980 5580
Bereavement
Please call 0800 980 5581
Quoting Scheme number 71884
Open 24 hours, 365 days a year
Calls are recorded.
Sales, service, complaints and all other lines
Please call 0800 980 8740
9am – 5pm, Monday to Friday (excluding bank holidays)
Calls are recorded.
Email: mandspet@uk.rsagroup.com
Emails are responded to within 72 hours
Claims
Please call 0800 980 8750
9am-5pm, Monday to Friday
Bank holiday hours may differ.
Calls are recorded.