Manage your policy - M&S Pet
COVID-19: customer update
In order for us to protect our staff it has become necessary to close our sales and servicing phone
We are working tirelessly to make sure we are still there for our valued customers, however we ask that
you only call us should you need to renew your policy in the next 5 days or to call RSA if you need to
make a claim.
Our phone lines for renewals and RSA’s claims phone lines are open Monday to Friday 9am to 5pm.
Want to renew, change or cancel your policy or need to make a claim? Here's how to get
We'll send you a reminder before your current policy expires. This will explain what you need to do to
renew your pet insurance with M&S Bank for another year. If you don't receive a reminder, or you
need to change your policy before you renew it, simply call our Renewals team who will be pleased to
Make a claim
Repeat medication & ongoing treatment claims
We’ve made pet claims even easier with our online journey!
- Whether you're the owner or the vet, simply complete our 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!
- We can settle these claims with payment to the policyholder or to the treating veterinary practice,
whichever you prefer.
For claims for new conditions, you'll find an editable form on the online servicing page for you and your
vet to complete.
Check your excess
If you need to check what excess charges you will be expected to pay in the event of a claim,
your policy booklet explains how excess
fees are charged. Customers who insured their pet after 13 March 2014 take a look at this policy booklet.
If you cannot find your policy booklet or insured your pet with us before 13 March 2014, please call us
on 0800 980 8750 and we will send you a
To make changes to your cover or cancel your policy, please call our Customer Services team– you'll need
your policy details to hand. If you have more than one pet, ask about our 5% multi-pet discount.
We are committed to providing the highest possible standards of customer service. If we haven’t
met your expectations, please do get in touch. We take on board all feedback and promise to do all we
can to resolve problems quickly.
Simply call our Customer Services team on 0800 980
8740 or write to us, quoting your policy or claim number, at 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.
Get medical advice – call vetfone™ on 0800 980 5583
All our pet insurance policies include access to vetfone™ – a freephone 24 hour pet helpline, manned by
qualified veterinary nurses. You can call 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.
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 our 24 hour legal advice line.
Speak to a bereavement counsellor – 0800 980 5581
The death of a family pet is a difficult time. If you'd like to talk to someone, our bereavement
counsellors are on hand to give comfort, advice and support. You can call them any time, day or night.
From emergency vets to pet-friendly hotels, we can help you 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
vetfone/Legal advice & bereavement services
Open 24 hours, 365 days a year
Sales, service, complaints and all other lines
9am - 6pm Monday to Friday
9am - 3pm Saturday
8am-6pm Monday to Friday
Bank holiday hours may differ.
Calls are recorded.
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Pet Insurance – Covid-19
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