Almost everything you need to do with your policy is handled in one place, without picking up the phone. The customer area is where you change your details, open a claim, follow its progress and download your documents. Here is what is inside.
How to get in
You reach the customer area with your email address and your password. There is nothing to install: it works from a computer and from your phone.
It is the same login for everything, whether you have come to change a bank account or to send in your vet’s invoice.
Changing your details or your policy
Inside you will find the Modify Details and Modify Policy buttons. From there you can update your personal or payment details without having to write to us.
It is worth keeping them current: these are the details we use to reach you and to collect the premium, so a change of account or phone number is sorted in a minute.
Opening a claim
To report a claim, log in, press the Open Claim button and tell us what has happened. Claims are handled through the website or from your phone.
The idea is to do away with the nuisance of paper and its environmental cost. You do not need prior authorisation to treat your pet: you go to the vet you choose and tell us afterwards.
Following it and getting paid
You can follow the whole process from the customer area, without having to ask where your file has got to.
Once the claim has been verified and you have accepted it, we send the money by bank transfer and it reaches your account within a few days. To keep things quick, the important part is supplying all the documentation required.
Your documents, and cancelling
The receipt that proves your renewal, carrying the updated date and amount, is also downloaded from the customer area.
And if you decide not to carry on, cancellation is requested in writing from the customer area. You can do it at any time.
Frequently asked questions
How do I access the customer area?
With your email address and password, from a computer or your phone.
Can I change my payment account myself?
Yes, using the Modify Details or Modify Policy button.
Where do I send a claim?
From the customer area, using the Open Claim button.
How long until I am paid?
Once verified and accepted, the money arrives by transfer within a few days.
Having your policy somewhere you can log into whenever you like changes the experience quite a bit: you do not depend on opening hours or on someone returning your call. If you are not a customer yet and want to see the price first, working it out takes less than a minute.
