Help Centre

All data is handled in accordance with the Data Protection Act (DPA) and all data will not be kept for longer than necessary. We will use the data that you provide to offer you a list of quotes from insurance providers and to send you confirmation of quotes. We may also monitor the use of the site to prevent fraud and to help improve our website. For information about our privacy policy, please read our Privacy Policy and Cookie Policy.

Most policies will have a waiting period, typically lasting from several days to several weeks, that excludes claims being made at the beginning of the policy. This is to prevent fraudulent claims being submitted for an incident or condition that may have started prior to the inception of the insurance policy. In some cases insurers may have a different waiting period that applies separately to claims for Accidents and Illnesses. Please check your providers’ policy terms & conditions for details.

Charges for amending or cancelling a policy may vary between Pet Insurance providers. Please refer to your insurers Terms of Business for details about their charges and fees.

Your pet is an important part of the family but there is not a National Health Service to help them. With 932,000 claims made in 2016 following accidents, injuries and illnesses and the average claim for a vet visit in 2016 costing £750 (1), it is no wonder that more and more pet owners are insuring their loved ones to protect themselves from these unexpected and unbudgeted costs. Whilst £750(1) is the average cost, some conditions / treatments can run in to many thousands of pounds – for instance: • £3,400 – The cost from an English Springer Spaniel that swallowed a grass seed (1) • £1,060 – The average cost for a cat with Diabetes (1) As well as vets fees, some pet insurance policies can cover a number of other benefits including death, theft, straying, third party liability (dogs only), advertising & reward costs, kennel/cattery fees and even for trips abroad (see policy terms & conditions for details). (1) Source – ABI Statistics 2016 

No, the product offerings vary dramatically. This is both in terms of the monetary (£) benefit limits as well as the method in which limits are made available and/or renewable (see below).

  • Accident only – Covers vets fees following an accident/injury only (but not illness) up to the policy benefit/limit per condition
  • 12 Month / Time limited – Covers vets fees following an accident, injury & illness up to the policy benefit/limit per condition for the first 12 months from the on-set of the condition
  • Maximum benefit / Benefit limited - Covers vets fees following an accident, injury & illness up to the policy benefit/limit per condition with no onward time limit
  • Lifetime - Lifetime refers to the ability to renew the contract (policy) each year and when you renew the level of cover resets.

If your pet’s total veterinary treatment in the policy year exceed the limit applicable for your chosen level of cover there will be no further cover until the renewal of the policy when the cover resets. So long as you keep your policy renewed, the premiums paid up to date and the insurer invites renewal, there is no limit on how long you can claim for each illness or injury. The Lifetime policies do not provide cover for treatment that occurs after the policy is lapsed or cancelled. Please read your policy terms and conditions for further information. Ongoing cover is subject to the ongoing payment of premium. The policies do not provide cover for treatment that occurs after the policy is lapsed or cancelled. Please see your policy terms and conditions for further information. For further details around pet insurance product definitions, please visit the Association of British Insurers (ABI) website.

The ABI have written a very helpful ‘Pet Insurance Consumer Guide’ (please use the below link): https://www.abi.org.uk/products-and-issues/choosing-the-right-insurance/pet-insurance-guide/types-of-pet-insurance-policy/

The cost of pet insurance can vary significantly across the various providers and is dependent on a number of factors including (but not limited to) your pet's breed, age, where you live and neutered status. The other main consideration in calculating the premium is the product and level of cover you choose.

You can either pay for your premium annually by debit/credit card or monthly by direct debit (subject to acceptability criteria).

Most insurers on Go Get it will be happy to settle claims directly with your veterinary practice, however, you should check your policy terms and conditions to be certain. Also your vet will need to agree to being paid directly by the insurer.

Go Get it currently offers pet insurance comparison quotes for cats and dogs only.

Please check the policy terms and conditions of your insurance provider as the claims process can vary.

Most insurers will email your documents to you free of charge. Should you not receive your policy documents after taking out your policy, please contact your insurer.

Most providers will allow you to change cover level during the policy year, however some may restrict this to only upon the renewal of your policy. Consideration may be given to previous claims you have made under the policy. Please contact your insurer for full details.

Some providers may apply a co-insurance or co-payment deduction on claims. This is charged as a percentage of the remaining veterinary fees after an initial excess has been deducted. The percentage can vary from policy to policy, but 10% or 20% is common. The underwriter then meets the majority of the cost subject to the claim being accepted. (see policy terms & conditions for details).

Example

Total amount claimed

£385.00

Less fixed excess at £85.00

£300.00

Less 10% co-insurance

£30.00

Amount payable following deductions

£270.00

Micro-chipping is hugely beneficial in helping to reunite pets with their owners. Whilst this has previously been voluntary, as of the 6th April 2016 all dogs in England are legally required to be micro-chipped and their details registered on one of the authorised databases.

All pet insurance policies carry a policy excess which is a fixed amount that you pay towards the cost of a claim. There is no set level of policy excess so they vary from one product/provider to another. Some policies apply the excess on a per condition basis and others on a per condition per policy year basis (see policy terms & conditions for details).

No, vaccinations do not have to be up-to-date to qualify for most pet insurance products, however, all policies quoted on Go Get it will not cover conditions that your pet could be protected from if they had been vaccinated. Furthermore, you do have a duty of care to look after your pet which means that you should take it to the vet for a health check on an annual basis.

Policies quoted on Go Get it do not cover conditions that occur before the policy start date or during the initial policy waiting period (see policy terms & conditions for further details).

Generally, most Insurers require pets to be at least 8 weeks old at the start date of the policy and typically do not have absolute upper age limit. However, some individual benefits (such as death from Illness) may have an upper age restriction. You will need to check the terms and conditions of a provider to be certain.

We aim to provide you with a service that fulfils your expectations and helps you to compare pet insurance quotes. However if you have any concerns about the material which appears on our site, or if you feel that your expectations are not met you can submit a complaint to Go Get it either by post or email as follows:

By Email: contactus@gogetit.insure

By Post:
The Complaints Manager
Go Get it
4th Floor
The Connect Centre
Portsmouth
PO2 8QL

Alternatively you can use the Online Dispute Resolution Platform (ODR) at http://ec.europa.eu/consumers/odr/

What to do if you have a complaint regarding any third party?

If your complaint is for a third party, for example one of the insurance companies on our panel, we will forward your complaint to the Complaints Department for that provider and confirm in writing to you that we have done this. We will also provide you with contact details of the third party to whom your complaint has been sent to.

Our commitment to you as soon as the complaint is received

We aim to resolve your complaint within three working days of receipt. Following the resolution of a complaint within three working days, a summary of your complaint will be sent to you in writing.

Where we are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:

Acknowledgement of your complaint in writing within 5 working days of receipt. This will state who is handling the complaint.

We will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response.

Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service.

If we have been unable to resolve your complaint within 8 weeks or if you remain dissatisfied with our response, you may approach the Financial Ombudsman Service, free of charge, within 6 months of receipt of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

By Post:
Financial Ombudsman Services
Exchange Tower
Harbour Exchange Square
London
E14 9SR

By Telephone:
0300 123 9123

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