Asda Pet Insurance FAQs

We understand that your financial circumstances may have been affected by COVID-19, and we want to help where we can. Please check your policy number and take a look at your options below:

If you need support with your payments and your original policy number begins with 'PA', we may be able to defer your monthly payment and spread it over the remaining term of your policy. We offer this service to those in need, the types of situations in which we can help are;

• Coronavirus has prevented you working either due to illness or the need to care for other dependants
• The death of a spouse/family member, as a result of Coronavirus resulting in loss of income
• You’ve been furloughed under the Government scheme to support employees/employers through the pandemic
• You were made redundant after 1st March 2020
• You are self-employed and unable to trade as a result of the restrictions in place in response to the Coronavirus pandemic

(If you have multiple products with us, you’ll need to make separate applications for each).

Please contact our customer services on 0370 405 0006 and we'll be happy to discuss options with you.

Lines are open:
Monday – Friday – 9am to 5pm
Saturday and Sunday – Closed

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

We apologise if we take longer to answer than usual. We're running reduced contact services due to the spread of COVID-19.

If you need support with your payments and your original policy number begins with 'ASD', please contact our customer services on 0333 234 0623 and we'll be happy to discuss options with you.

Lines are open:
Monday to 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 are paying for your cover by monthly instalments, and have not yet received financial support you can apply for a deferral of payment. Should you wish to apply for this you can do so here.

Asda Pet Cover is only for cats and dogs and offers three types of insurance – Lifetime*, 12 Months and Accident Only.

Lifetime

There are three levels of Lifetime Insurance available, covering vet's fees up to £2,000, £4,000 and £10,000, reinstated annually. With ongoing conditions insured for life, it's the most comprehensive policy you can get for your pet with Asda.

With our Lifetime £2,000 and Lifetime £4,000 policies, the total amount you can claim for each new condition your pet may suffer is up to £2,000 or £4,000 in vet’s fees annually. If you choose either of these polices, there is no limit to the number of separate conditions that you can claim for.

With our Lifetime £10,000 policy, the total amount you can claim for all new conditions your pet may suffer is up to £10,000 in vet’s fees annually. There is no limit to the number of separate conditions that you can claim for until the total financial limit has been reached.

12 Month

12 month policy provides cover for the twelve months after a condition occurs as long as the policy remains in force. Your pet has 12 months cover from the onset of each new condition and once the financial limit has been reached or 12 months has passed, whichever is sooner. Any on-going treatment required as a result of this condition will be excluded from future claims and treated as a pre-existing condition. We cover vet's fees for up to £2,000 or £5,000 per condition for up to 12 months from when the condition began.

Accident Only

Accident only policy covers your pet’s treatment in case of an accident up to the cover limit. 

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 cost of treating an illness that first shows clinical signs in the first 14 days 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 - there is no cover for dental disease
• The cost of the policy excess, should you make a claim
• Claims for pets aged 5 years and above are subject to an additional 10% co-payment 

We look at the breed of your pet, its age, sex, original purchase price and where you live when working out the cost of your cover.

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 may see a rise in your insurance each year.

You can purchase Asda Pet Insurance for your dog or cat as soon as they are over 8 weeks old. Once your pet's policy has been issued, they can be covered up to any age, as long as the policy is renewed and payments are up-to-date. 

The amount you’ve agreed within your individual policy will be paid towards each new illness or injury. The excess can range from £75 to £99 depending on which product and cover level you choose - this is paid by you.

For our Accident Only policy this is paid per accident and for our 12 Month and Lifetime* policies, this is paid per condition, per year.

For pets aged 5 and over, for Lifetime £2,000, £4,000 and £10,000 cover a 10% co-payment will apply to the remaining claim for veterinary fees, special diet, complementary medicine and dentistry 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.

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 - Friday 9am-5pm
Saturday and Sunday - Closed 

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

If you need to get in touch with us and your original policy number begins with 'ASD', please use the following details:

Email petclaims@insurancefactory.co.uk

Phone 0333 999 0933

Lines are open:
Monday to Friday - 9am to 6pm 
Saturday - 9am to 1pm 
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 customer service line on 0370 405 0006.

Lines are open:
Monday - Friday 9am-5pm
Saturday and Sunday - Closed 

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

If you need to get in touch with us and your original policy number begins with 'ASD', please use the following details:

Email customerqueries@insurancefactory.co.uk

Phone 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.

Yes, you can change the cover you have when your policy is due for renewal. Please contact Asda Pet Insurance at the time to make the necessary changes to your policy. Any existing conditions will become a pre-existing condition and may not be covered on any new policy.

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 them otherwise. We don’t charge any interest for paying your premiums monthly.

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

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.

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.

Included in any of our pet insurance policies, is unlimited access to a 24 hour freephone veterinary support and advice service. Fully qualified staff on the other end can advise on common illnesses such as vomiting and skin problems, as well as common pet owner queries such as preventing fleas, exercise and diet. It’s also good to know you can get out of hours support when your local vet isn’t open.

With Lifetime cover, your pet will be covered up to the policy limit for each year they need treatment, so as long as you keep your policy renewed, premiums paid up to date and your insurer asks you to renew, there is no limit on how long you can claim for each illness or injury. This is different from other policies where, once an ailment has been diagnosed and you have been paid out, you may not be able to cover it again.

The three levels of Lifetime Pet Insurance available are:

• Lifetime £2,000 and Lifetime £4,000 – these are renewing benefit policies and the total amount you can claim for each new condition your pet may suffer is up to £2,000 or £4,000 in vet’s fees annually. If you choose either of these polices, there is no limit to the number of separate conditions that you can claim for.
• Lifetime £10,000 – this is also a renewing benefit policy and the total amount you can claim for all new conditions your pet may suffer is up to £10,000 in vet’s fees annually. There is no limit to the number of separate conditions that you can claim for until the total financial limit has been reached.

For all of our Lifetime policies, your pet will be covered for on-going or future conditions as long as you keep your insurance policy with us.

However much you love your pet, you may also have an eye on your budget too? That’s why, with Asda, you can choose an Accident Only policy, which can be a great alternative if you feel you only need cover for the bumps, bangs and bruises for now. Get a quote online or ask Asda Pet Insurance when you call.