Manage your policy - M&S Pet
Renew your policy
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 0800 980 8740 or email our Renewals team (firstname.lastname@example.org) who will be pleased to help.
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.
Alternatively, you can call us on 0800 980 8750 or email our claims team (email@example.com).
You can track the status of your existing claim using our online claims tracking service.
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 or email our Customer Services team (firstname.lastname@example.org) and we will send you a
Change your cover
To make changes to your cover or cancel your policy, please call 0800 980 8740 or email our Customer Services team (email@example.com) – you’ll need your policy details to hand. If you have more than one pet, ask about our 5% multi-pet discount.
Make a complaint
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, email us (firstname.lastname@example.org) 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 – 8pm Monday to Friday and 9am – 5pm Saturday. Calls may be recorded.
Get medical advice
All our 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.
Get legal advice
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 on 0800 980 5580.
Speak to a bereavement counsellor
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 on 0800 980 5581 any time, day or night.
Find local contacts
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 hotels.
vetfone/Legal advice & bereavement services
Open 24 hours, 365 days a year
Sales, service, complaints and all other lines
8am - 8pm Monday to Friday
9am - 5pm Saturday
8am-6pm Monday to Friday
Bank holiday hours may differ.
Calls are recorded.
Emails are responded to within 72 hours.
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