Pet Insurance FAQs

Dog, puppy and kitten all sat together on the sofa


Who is Insurance Factory Limited

Insurance Factory Limited have been administering pet insurance for many well-respected brands for nearly 25 years.

What type of cover does Asda Pet Insurance provide?

Asda Pet Insurance is only for cats and dogs and offers two types of insurance – Lifetime and Time Limited policies.


There are five levels of Lifetime Insurance you can choose from, covering vet's fees up to £2,000, £4,000, £6,000, £8,000 and £10,000 per year. With new ongoing conditions insured for life, as long as your payments are kept up to date, you renew your policy and the insurer offers renewal, it's the most comprehensive policy you can get for your pet with Asda.

Time Limited

Time Limited policies provide cover for the twelve months from the first treatment date of a condition as long as the policy remains in force. Once the financial limit has been reached or 12 months has passed from the date they are diagnosed (whichever is sooner). Any ongoing treatment required as a result of this condition will be excluded from future claims. You can choose to have cover for vet's fees up to either £2,000 or £5,000 per condition.

Is there anything Asda Pet Insurance does not cover?

The list below shows some of the events that are not included. You can look at the policy wording for full details and for other exclusions.

  • The costs of treating an illness that first shows clinical signs in the first 14 days of cover
  • The costs of treating an accident that took place in the first 48 hours of cover
  • Any pre-existing medical conditions
  • Routine examinations, vaccinations and preventative treatments
  • Any medical condition that your pet had before cover was started
  • Dental treatment except as a result of an accident – unless you have chosen either our Lifetime £6,000, Lifetime £8,000 or Lifetime £10,000 policy, where dental treatment as a result of an illness is also covered
  • The cost of any applicable policy excesses
  • Claims for pets aged 5 years and above are subject to an additional compulsory 10% co-insurance excess
How is my Pet Insurance quote calculated?

A quick ‘paws’ for thought…

With pet insurance, your premium will increase each year at renewal as your pet gets older.

We’ll limit the amount it goes up by, but your renewal price will also be impacted by:

  • Any claims you make – this could significantly increase your premium
  • Rising vet fees
  • Insurance Premium Tax increasing
  • Changes you make to your policy
  • Changes we make to our pricing

You can, of course, shop around at renewal. Just bear in mind that any existing conditions your pet’s developed, whether diagnosed or not, may not be covered elsewhere.

Will the cost of my insurance change each year?

When your policy is due for renewal, the cost of your Asda Pet Insurance will be recalculated. As your pet gets older it costs more to insure so you will see a rise in your insurance each year.

Are there any age limits for a new policy?

No! we happily cover pets from 8 weeks of age onwards. Some policy benefits however like Death from illness and cremation/burial cover do cease when your pet turns 7 years of age.

Making a claim

What are the excesses I will have to pay, should I make a claim?

The amount you’ve chosen within your individual policy will be paid towards each new illness or injury per policy year. When you purchase a policy, you can choose your excess and range from £100 to £250 - this is paid by you.

If your pet is a “select breed” the minimum excess you will pay is £200. The "Select breeds" are:

  • Bullmastiff
  • Dogue De Bordeaux
  • French Bulldog
  • Great Dane
  • Irish Wolfhound
  • Mastiff
  • Neapolitan Mastiff
  • Newfoundland
  • Pyrenean Mastiff
  • Rottweiler
  • St Bernard
  • Tibetan Mastiff
  • Chow Chow
  • Bulldog
  • English Bulldog
  • (Toy) Bulldog
  • Shar Pei
  • German Shepherd
  • Boxer
  • Maine Coon
  • Norwegian Forest Cat


For pets aged 5 and over, an compulsory additional 10% co-insurance excess will apply after the excess has been deducted, and for any claims for that condition thereafter.

If you need to make a claim under the Third Party Liability section of the policy, the excess is £250 and is paid once per claim.

How do I claim?

If you need to get in touch with us call our claims line on 0333 999 0933:

Lines are open:
Monday to Friday - 9am to 6pm 
Saturday - 9am to 2pm 
Sunday - closed

Please note: Call charges to 03 numbers will vary. 

Remember to have your details and your client reference number ready before you call (you'll find this at the top of all our letters to you).

Cancelling your policy

What if I want to cancel?

If you need to get in touch email us at or call our customer service line on 0333 234 0623:

Lines are open:
Monday to Friday - 8am to 8pm 
Saturday - 9am to 2pm 
Sunday - closed 

Please note: Call charges to 03 numbers will vary. 

Remember to have your details and your client reference number ready before you call (you'll find this at the top of all our letters to you).

If you have made a claim, and pay by instalments, the remaining premium will be due. If you have made a claim and paid for your premium in full, you will not get a refund.

Pre-existing conditions

What is a pre-existing condition?

A pre-existing condition is any condition or medical symptom that has occurred or existed in any form prior to the start of your policy.

Is my pet covered for pre-existing conditions?

Pre-existing conditions are not covered. Like most policies from other providers, your Asda Pet Insurance policy will not cover any medical condition or symptoms that your pet had before the start date of your policy or any that occur during the first 14 days of your insurance cover.

General cover questions

Can I change my cover?

Please contact us on 0333 999 0933 to make the necessary changes to your policy. If you increase your cover, any existing conditions will be restricted to the previous level of cover that applied and only new conditions would qualify for the higher benefit, where you chose to reduce cover then all conditions going forward would have the lower benefit rules applied.

Can I pay by Direct Debit?

Yes. It lets you break your premium down into more affordable monthly payments and you can relax knowing that, when your renewal’s due, your cover will continue unless you tell us otherwise.  There is no interest charge for paying your premiums by monthly direct debit.

When does my vet fee cover start?

Your vet fee cover starts when treating an illness after 14 days from when the policy starts. Cover for injury is effective 48 hours from when the policy starts.

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