Pet Insurance FAQs

New administrator from 4th November 2021

Why is Asda Pet Insurance, underwritten by Fairmead Insurance Limited, not renewing my policy?

In October 2021 Asda moved to a new pet insurance administrator called Insurance Factory Limited.  We’ve written to you approximately 8 weeks before your renewal date to see if you want to receive a new quote from them to ensure that you get continuation of cover for your pet (especially where you have made a claim).

Who is Insurance Factory Limited?

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

What do I need to do?

Once you receive your letter, you need to decide if you want your personal details (which may include your bank account details if you pay by Direct Debit) passed to Insurance Factory Limited. They will send you a quote for your pet insurance ensuring that you have continual cover.

If you are happy for this to happen, you don’t need to do anything.

If you don’t want us to pass your personal details to Insurance Factory Limited, please follow the instructions in your letter.  

An example of the letter you’ll receive can be found here.

What if I don’t want to become an Asda/Insurance Factory Limited customer?

We’ll write to you well in advance of your policy renewal date to make you aware of Asda’s move to Insurance Factory Limited.  You have 21 days from the date shown on the letter to tell us that you don’t want us to pass your personal details to Insurance Factory Limited.

This means from your policy renewal date all cover will stop, and we will only pay claims for treatment up to this date and no claims will be paid for treatment after this date. In choosing to end your policy from this date, we’d like to highlight that it may be difficult to insure your pet elsewhere for any existing medical conditions or illnesses (whether diagnosed or not), so please make sure you’re able to get cover your happy with prior to doing so.

What if I’ve made a claim?

There will be some differences in cover between your current Asda policy and your new Asda policy. We’d like to reassure you that Asda’s new administrator, Insurance Factory Limited will continue to provide cover for ongoing treatment for any illness and injury covered by your current Asda policy. This is subject to you taking ongoing cover with them and subject to the terms of your new policy. 

Claims for treatment provided after your renewal date will be handled by Insurance Factory Limited. Full details of your new policy will be included in the welcome pack that will be sent to you. Claims made for treatment given before your renewal date will continue to be handled by the dedicated Fairmead Insurance Limited Claims team.

Will my cover be the same?

The policy offered will be similar to your current policy and Insurance Factory Limited have taken steps to match the benefit levels in your current Asda policy. Full details will be provided within your welcome pack including a summary of any changes between your existing policy and the new policy, which Insurance Factory Limited will send to you around 21 days before your policy expiry date. 

We’d also like to reassure you that Insurance Factory Limited will continue to provide cover for ongoing treatment for any illness and injury covered by your current policy, subject to you continuing your cover with Insurance Factory Limited and subject to the terms of your new policy.

Any ongoing claims for treatment provided after your renewal date will be handled by Insurance Factory Limited. Full details of your new policy will be included in the welcome pack they will send you. Claims made for treatment given before the renewal date will continue to be handled by the dedicated Fairmead Insurance Limited Claims team.

What if I have an Accident Only policy?

Asda’s new administrator Insurance Factory Limited will not be offering an Accident Only policy from your next renewal. However, they will offer you their Lifetime £2000 product, which has a higher cover level and provides cover for illnesses as well as accidents and this will mean the premium will be higher.

If you wish to continue with an Accident Only product there are several other pet insurance providers (particularly via Price Comparison websites) that offer this product.

What if I opt-out and then change my mind?

If you have already contacted us and opted-out of having your personal data passed to Insurance Factory Limited and have now changed your mind, you need to either call us on 0370 405 0006*, email us at petadmin@landg.com or write to us at Asda Pet Insurance, 3rd Floor, The Podium, Centre City House, 5 Hill Street Birmingham B5 4US  to let us know. Please make sure you do this as soon as possible and before your policy renewal date.

*Opening hours are 9am-5pm Monday-Friday and 9am-1pm Saturday. We may record and monitor calls. Call charges will vary.

What if I don’t want my data to be passed to Insurance Factory Limited?

When you receive your letter, you will be given contact details so that you can let us know that you don’t want your personal details passed to Insurance Factory Limited. Please do this within 21 days of the date shown on the letter. 

If you choose to do this, your policy will end on the renewal date. We’d like to highlight that it may be difficult to insure your pet elsewhere for any pre-existing or existing medical conditions or illnesses, whether diagnosed or not, so please make sure you’re able to get cover you’re happy with elsewhere before doing so.

Will it be the same cost?

Your new policy will be underwritten by a different insurer. They will use a different pricing structure based on their own experience of administering pet insurance policies to a wide range of customers. Insurance Factory Limited and their insurer Zenith Insurance have carefully calculated your premium based on their experience of underwriting pet insurance to thousands of pet owners like you.

A number of factors impact your price, such as your pet’s age, increased veterinary costs, advancements in veterinary medicine and claims you have made. These mean your price will increase at each policy renewal and over the lifetime of your policy. There could be a more substantial impact on your renewal prices depending on the combination of factors that have to be taken into consideration. Changing your address may also affect the price of your policy at your next renewal.

I have made a claim that is not yet settled, will this cause any delays?

No, please submit your claim for any treatment that occurred before the renewal date to the dedicated Asda Pet Insurance claims team at Fairmead Insurance Limited in the normal way. You can contact us on 0370 405 0007*. This will not have any impact on us passing your information to Insurance Factory Limited and the onward contact process.

*We may record and monitor calls. Call charges will vary.

Will Insurance Factory Limited have the details about the claims I have made for my pet?

Yes, we will transfer all the previous claims information to Insurance Factory Limited.  We’d like to reassure you that Insurance Factory Limited will continue to provide cover for ongoing treatment for any illnesses and injuries currently covered by your Fairmead Insurance Limited policy, subject to you arranging your onward policy with Insurance Factory Limited and the terms of your new policy.

Do I have to transfer to Insurance Factory Limited now or am I free to shop around?

You can of course shop around to make sure you have the right level of cover you need at the right price. It is important you have the correct cover so that you’re protected should your pet require treatment in the future.

If you  decide to change to another provider, your Fairmead Insurance Limited policy will end on the renewal date and your pet will no longer be insured. This means from this date all cover will stop and no further claims for treatment after this date will be paid.

If you choose to end your policy from this date, we’d like to highlight that it may be difficult to insure your pet elsewhere for any pre-existing or existing medical conditions or illnesses, whether diagnosed or not, so please make sure you’re able to get like for like cover you’re happy with prior to doing so.

What if I want to stay with the current Asda scheme?

In January 2020, Legal & General Insurance Limited (renamed Fairmead Insurance Limited) was acquired by Allianz Insurance PLC. For any renewal on or after 04/11/2021 Asda Pet Insurance underwritten by Fairmead Insurance Limited will no longer be available. Your onward Asda Pet Insurance cover will be administered by Insurance Factory Limited.

How do I contact Asda’s new administrator to find out more?

You can call Insurance Factory Limited on 0333 234 0623*. Their opening hours are 8am-6pm Monday-Friday and 8am-2pm Saturday. You can also contact them via email at: customerqueries@insurancefactory.co.uk

*We may record and monitor calls. Call charges will vary

What if I am not happy with the cover provided?

The full details of your Asda policy from Insurance Factory Limited will be included in the welcome pack they will send you, and a Summary of Change document will highlight any differences between the policies. It’s important that you read through this pack and check the cover meets your needs. If you have any questions about your level of cover, or to discuss the other levels of cover they can provide, please call Insurance Factory Limited on 0333 234 0623* to discuss this further.

*We may record and monitor calls. Call charges will vary.

What if I don’t want to insure my pet with Asda anymore?

If you decide to cancel your policy before your next renewal date you need to contact Fairmead Insurance Limited to cancel your policy. You can call 0370 405 0006* or email petadmin@landg.com

If you have received your new quote from Insurance Factory Limited and decide that you no longer want to be insured with Asda from your next renewal date, then you need to contact Insurance Factory Limited to let them know. You can call 0333 234 0623* or email customerqueries@insurancefactory.co.uk

Your current Asda policy will then end on the date of your renewal. This means from this date all cover will stop and no further claims will be paid. If you choose to end your policy from this date, we’d like to highlight that it may be difficult to insure your pet elsewhere for any existing medical conditions or illnesses, whether diagnosed or not, so please make sure you’re able to get like for like cover elsewhere prior to doing so.

*We may record and monitor calls. Call charges will vary.

What if I need more time to think about moving over?

Your current Asda Pet Insurance policy is an annually, renewable contract with a fixed renewal date which cannot be changed.

Insurance Factory Limited will send you full details of your new policy 21 days before your renewal date. This will include a Summary of Change document highlighting any differences between your current policy and the new one they will offer you. 

It’s important that you read through this pack and check the cover meets your needs. If you have any questions about your level of cover or wish to discuss any of the other levels of cover available, please call Insurance Factory Limited on 0333 234 0623* before your renewal date to discuss this further.

* We may record and monitor calls. Call charges will vary.

What is the claims process with Insurance Factory Limited if I need to submit a claim? (are the processes the same, same email addresses, etc.)

Insurance Factory Limited have various ways you can submit a claim. You can read all about how to claim here.

Why has my premium (price) changed?

As your current Asda policy and any new Asda policy will be underwritten by different insurers, they use different pricing structures which are independent of each other and are based on their own experience of providing pet insurance policies to a wide range of customers. Insurance Factory Limited and their underwriter Zenith Insurance have carefully calculated your premium based on nearly 25 years’ experience of providing pet insurance to thousands of pet owners like you.

A number of factors impact your price, such as your pet’s age, increased veterinary costs, t each policy renewal and over the lifetime of your policy. There could be a more substantial impact on your renewal prices depending on the combination of factors that have to be taken into consideration. Changing your address may also affect the price of your policy at your next renewal.

I want to change the way I pay(from monthly to annually or annually to monthly). How do I do this and is there a charge for this?

To change your payment method, please call Insurance Factory Limited on 0333 234 0623* after you’ve received your new quote from them. You can spread your premium payments over 12 months at no extra cost.

*We may record and monitor calls. Call charges will vary.

About Asda Pet Insurance

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.

Lifetime

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

If your pet is seen or treated by another veterinary practice (or specialist) for the same condition in the same period of insurance, another fixed excess becomes due for any further costs incurred from that second treating vet.

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 and your original policy number begins with 'ASD', ‘ASN’ or ‘ASM’, 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).

 

If you need to get in touch with us and your original policy number begins with 'PA', please call our claims line on 0370 405 0007.

Lines are open:
Monday - 9am to 6pm
Tuesday - 9am to 6pm
Wednesday - 9am to 6pm
Thursday - 9am to 6pm
Friday - 9am to 6pm
Saturday - 9am to 1pm
Sunday - closed

Call charges to 03 numbers will vary.
Calls may be monitored and recorded.

Cancelling your policy

What if I want to cancel?

If you need to get in touch with us and your original policy number begins with 'ASD', ‘ASN’ or ‘ASM’, email us at customerqueries@insurancefactory.co.uk 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.

If you need to get in touch with us and your original policy number begins with 'PA', please call our customer service line on 0370 405 0006.

Lines are open:
Monday - 9am to 6pm
Tuesday - 9am to 6pm
Wednesday - 9am to 6pm
Thursday - 9am to 6pm
Friday - 9am to 6pm
Saturday - 9am to 1pm
Sunday - closed 

Call charges to 03 numbers will vary.
Calls may be monitored and recorded.

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.

If the cancellation is due to the death of the pet any remaining premium will not have to be paid and a refund paid where applicable.

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.