Manage your pet insurance policy

Need to make a claim or renew your pet insurance policy? Learn more.

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 or email the team at mandspet@uk.rsagroup.com – you’ll need your policy details to hand. If you have more than one pet, ask about the 10% multi-pet discount.

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.

Renew your pet insurance policy

You’ll be sent a reminder before your current policy expires. This will explain what you need to do to renew your M&S Pet Insurance policy for another year. If you don't receive a reminder, or you need to change your pet insurance policy before you renew it, simply call RSA on 0800 980 8740 or email the team (mandspet@uk.rsagroup.com) who will be pleased to help.

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.

Track an existing claim

You can track the status of your existing claim using the online claims tracking service.

Track your claim

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.

Claims online servicing

Alternatively, you can call RSA on 0800 980 8740 or email the team (mandspet@uk.rsagroup.com).

Useful information about your pet insurance policy

Pet insurance excess

If you need to check what excess charges you will be expected to pay in the event of a claim, please see your policy booklet for the excess you have chosen. Customers who insured their pet after 13 March 2014, take a look at this policy booklet.

If you can’t find your policy booklet or you’ve insured your pet with us before 13 March 2014, please call on 0800 980 8750 or email the team (mandspet@uk.rsagroup.com) who will help you.

I'm not happy with my service, how do I make a complaint?

The M&S Pet Insurance team is committed to providing the highest possible standards of customer service. If your expectations haven’t been met, please get in touch.

Simply call RSA on 0800 980 8740, email (mandspet@uk.rsagroup.com) or write quoting your policy or claim number to, M&S Pet Insurance, Customer Relations Team, PO Box 255, Wymondham, NR18 8DP.

Lines are open 8am – 6pm Monday to Friday and 9am – 5pm Saturday. Calls may be recorded.

Access vetfone™ and help decide whether your pet needs to see a vet

All M&S Pet Insurance policies include access to vetfone™ – a freephone 24 hour pet helpline, manned by qualified veterinary nurses. You can call vetfone™ on 0800 980 5583 at any time of day or night for guidance on the condition of any pet in your household. They will provide advice on care and treatment, and help you decide whether it’s necessary to visit a vet.

Call the 24 hour legal advice helpline

Want to know more about your legal responsibilities as a pet owner? Need advice on what to do if your pet is involved in an incident? Call the 24 hour legal advice line on 0800 980 5580.

Discover services in your local area

From emergency vets to pet-friendly hotels, get help to narrow down your search. Call 0800 980 8740 for information on emergency vets, pet minders, dog walkers, microchippers, pet trainers, animal behaviourists, pet cemeteries and pet-friendly hotels.