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Frequently asked questions


What does Continuous Cover/Reinstatement mean? (top)

Continuous/Re-instatement cover means that we will provide £1,000 cover for the Halifax Pet Insurance Product or if you have the Halifax Pet Insurance eXtra product we will provide £6,000 cover - every year for the life of your policy.

Some policies will stop paying out after the first 12 months of treatment or only pay up to a maximum benefit per condition - so continuous cover is invaluable if your pet develops a long term condition such as arthritis or eczema


What is a pre-existing condition? (top)

Any condition which existed or occurred prior to inception of the Insurance Policy.


What happens if my pet is ill, before the insurance starts? (top)

We do not cover any illness or condition that is pre-existing or occurs during the first 10 days of your insurance cover.


What do I do if I need to claim? (top)

Please telephone 0845 8500268 as soon as possible and advise us that you need to make a claim.

We will then send you a claim form, please ask your vet to fill in the claim form. Send the claim form and any extra or supporting documents to:

Halifax Pet Insurance Claims Department
5th Floor
The Connect Centre
Kingston Crescent
Portsmouth
Hants PO2 8QL.

OR

It's a very easy process. Simply call us on 0845 850 0268 and we will take the details over the telephone. We send you a pre-printed claim form for your signature and if you prefer we settle the bill directly with the vet.


How quickly are claims processed? (top)

We aim to settle/acknowledge your claim within 5 working days of receipt of your signed claim form.


Is there any advantage to paying my premiums monthly by Direct Debit? (top)

Yes, not only does it break your premium down into very affordable payments, but there is no interest to pay whatsoever, the annual premium is simply divided equally over 12 months.
When your policy is due for renewal you can relax in the knowledge that cover will continue unless you advise us otherwise.


Is my pet covered if we travel abroad? (top)

Yes, provided you comply with the PETS Travel Scheme whilst temporarily located in any member country of the PETS Travel Scheme (excluding Non EU/Long haul countries as defined by DEFRA).


Do you provide cover for dental treatment? (top)

Yes, if the treatment is to relieve suffering due to illness, provided the pet has been insured with us continuously for at least 2 years. We will also cover dental treatment as a result of an accident. (Under the 2-year clause, migrating policies should be considered based on the time with Halifax in total, so not from the migration date)


How old does my dog/cat need to be before I can purchase Halifax Pet Insurance? (top)

Providing your pet is over 8 weeks old we will insure your pet at any age.

However, death from illness cover is excluded for dogs over 9 years old and cats over 11 years old.


What happens if I should move house? (top)

Please contact us on 0845 201 1752 as soon as you move house, our premiums are post code rated so there may be a decrease/increase in your annual premium. It is also essential for us to have your correct correspondence address.


Do I receive a discount because my pet has been Neutered or chipped? (top)

We do not offer a discount for Neutered or Chipped pets.


What is the difference between the Halifax Pet Insurance and Halifax Pet Insurance eXtra? (top)

The main difference between Halifax Pet Insurance and Halifax Pet Insurance eXtra is the level of cover for Veterinary Fees, the difference being £1000 and £6000 respectively. Halifax Pet Insurance eXtra also provides higher levels of cover for benefits such as, Kennel/Cattery fees, advertising and reward and theft. Please call 0845 201 1752 to discuss the benefits provided.


Can I pay the premium annually or in one go? (top)

Yes, you can pay annually, however we do not charge any extra to pay in 12 monthly instalments.


Can I pay by cheque? (top)

Yes, please send your cheque to:

Halifax Pet Insurance
BDML Connect Limited
The Connect Centre
Kingston Crescent
North End
Portsmouth Hants,
PO2 8QL.

We will issue cover when we receive your cheque.


Do I receive a further discount because I have a HalifaxHome/Motor/Travel and Healthcare policy? (top)

Unfortunately not -however we do offer a 10% Multi Pet Discount.


Are there any discounts if I insure more than one Pet? (top)

Yes we offer a 10% multi-pet discount on all policies.


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

There is a £50 excess for veterinary fees, and £100 excess for third party liability and accidental damage.


Are Hereditary and/or congenital conditions covered? (top)

Yes they are as long as they have not been discovered before inception of your policy. or is pre-existing.


Do I have to pay the vet and you reimburse me? (top)

For your convenience we can either pay the vet directly if they are set up for this or we can reimburse yourself.


If I don't make any claims will I receive a discount next year? (top)

We believe that a Pet Insurance policy is completely different to other insurance policies, like motor. By offering a no claims discount it encourages some customers not to claim for fear of losing their no claims discount.

We want to ensure that any animal insured through Halifax Pet Insurance receives the best care and treatment in a quick a time as possible.