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FAQs


Itch Insure



Itch Insure

What am I covered for?
Lifetime cover protects your pet up to your chosen vet fee limit. This covers your pet for any new illnesses or injuries, and gives you access to a range of benefits to help you out when you need it most. Also, don't forget your vet fee limit resets every year.

Unfortunately, we can't cover pre-existing conditions. While we may not be able to cover everything, we will always try our best to make sure your furry friends are well looked after.

If we had to review your pet's medical records when you took out your policy, resulting in any exclusions, you can find these on your Certificate of Insurance.


What happens if I switch to Itch from another insurance provider?
If you've switched to Itch and have proof that your previous cover runs up to the same day you took out your Itch Insure policy, you won't have to worry about any exclusion periods. So if you need to make a claim during the exclusion period, all you have to do is send us your previous Certificate of Insurance and all new illnesses and injuries are covered from day one.


Are there age limits for my pets?
Though we love a silver fox, there are age limits for new policies. They are:

Cats - 8 weeks to 10 years
Most dog breeds: 8 weeks to 8 years
Some dog breeds (listed below): 8 weeks to 5 years

Beauceron, Bernese Mountain Dog, Bulldog, Bullmastiff, Deerhound, Dogue de Bordeaux, Estrela Mountain Dog, Giant Schnauzer, Great Dane, Irish Wolfhound, Leonberger, Mastiff, Neapolitan Mastiff, Newfoundland, Old English Bulldog, Old English Sheepdog, Poodle (Standard), Pyrenean Mountain Dog, Rhodesian Ridgeback, Rottweiler, Shar Pei, St Bernard, Standard Poodle, Tibetan Mastiff, Utonagan.


Will you still insure my pet as they get older?
Absolutely. Stick with us and we'll look after your pet well into their golden years. All you need to do is make sure you renew your policy every year without having a break in cover.


What if I want to cover more than one pet?
The more pets the better (although our office vacuum cleaner disagrees). As long as your pets are eligible, we'll cover them all.


Are there any breeds that aren't covered?
This part sucks. We're sorry to say there are some breeds and crossbreeds which we aren't able to cover. They are:

American Bulldog, American Indian Dog, American Pit Bull, American Staffordshire Terrier, Bandogs, Boerboel, Bully Kutta, Canary Dog, Cane Corso, Czechoslovakian Wolfdog, Dingo, Dogo Argentino, Dogue Brasileiros, Fila Brasilerio, Gull Dong, Husky Wolf Hybrid, Irish Blue Staffordshire Terrier, Irish Staffordshire Terrier, Saarlooswolfhound, Japanese Tosa, Tosa Inu, Pit Bull Crosses, Pit Bull Terrier, Wolfdog, Wolf Hybrid


What's Third Party Liability?
Also known as Public Liability Insurance, Third Party Liability covers compensation and legal costs if your dog injures someone or damages another person's property.


What if I already have some Itch subscriptions?
As an Itch member, you're already bossing it as a pet parent. Here at Itch, we want to make sure pets can live their best lives, so we reward proactive care. You can get lower monthly insurance payments based on your current Itch treatment subscription - the higher your Itch subscription level, the greater discount you'll get. Because healthy pets take less trips to the vets.

You'll find details of the discount levels when getting your quote and when you buy a policy. Already part of the Itch Insure pack? You can find them in your Welcome Pack as well as on your Itch Insure Account Page.


What happens if I change my subscriptions?
Itch subscription discounts are fixed until 31st April 2021.

If you add or remove subscriptions, the price you pay will change. This price change will happen no later than 60 days from the date you change your subscription. Itch subscription discounts may change at renewal.


What's the Itch Vet Clinic?
We're super proud of this and know you will feel the benefit.

Itch Insure pack members have free 24/7 unlimited access to the Itch Vet Clinic - vets, nurses, behaviourists, counsellors, nutritionists. All on hand with a friendly listening ear, exactly when you need them.

They're available by phone, live chat, and video consultation. The best part is, there's no need for an appointment and it doesn't count as a claim.


What's the Itch Insure Insure Hub?
The Itch Insure Hub is so much more than an accounts page. Manage your policies, check your policy docs, find out how much vet fee cover you have left, make and track claims, contact us, access the Itch Vet Clinic... You get the point - everything you need, all in one place.

Log in to access the Itch Insure Hub


How do I access the Itch Insure Hub?
Easy peasy, there's no complicated registration or login. You can access it directly from your Insure Account page.

Log in to access the Itch Insure Hub


How do I get in touch?
Got a question? Head to the Itch Insure Hub and reach out to us through the Need Help? page or give us a call on 0344 801 2171. We're all ears and always happy to help.

Log in to access the Itch Insure Hub


How do I get my insurance documents?
No need to dig through emails or chewed up paper work. Head to your Itch Insure Hub and you'll find everything you need in the Messages section.

You can also choose to receive them by post. Note to our furry friends - our documents come in peace, so please refrain from destroying them as they make their way through your letterbox.

Log in to access the Itch Insure Hub


I need to change my payment details?
In order to keep your information safe, you'll have to give us a call on 0344 801 2171 to change your payment details.

You can also access your Itch Insure Hub, head to the Need Help? page and fill out a get in touch form - one of our paw-some team members will then reach out to help get everything sorted for you.

Log in to access the Itch Insure Hub


I've made a mistake and need to change some details?
Mistakes happen, we're only hooman after all. There are some minor changes you can make in the Itch Insure Hub, but for some, you'll need to get in touch. So if you need to change your or your pet's details, give us a call on 0344 801 2171 or head to the Need Help? page on your Itch Insure Hub to fill out a get in touch form. We'll take it from there.

Please note some changes may mean a change to the amount you pay - for example, if you got your pet's birthday wrong.

Log in to access the Itch Insure Hub


I'm moving and need to change my address?
To change your address, give us a call on 0344 801 2171 or head to the Need Help? page on your Itch Insure Hub to fill out a get in touch form. We'll be happy to help sort this for you.

Just so you know, moving house can have an effect on the amount you pay for your cover.

Log in to access the Itch Insure Hub


What if I need to make a claim?
Go to your Itch Insure Hub and hop into the Claims tab - you can submit your vet fee claims online here. Just make sure you have all your vet's details before you start, including their email address.

Need to make another type of claim? No problem, you'll also find the forms you need in the Claims tab. Download the one you need and follow the instructions.


Am I covered for my claim?
We hope so. If you're unsure about the amount of vet fee cover you have left, you can check this in the Itch Insure Hub. If you're worried about any conditions that may not be covered, bear in mind any pre-existing conditions aren't covered.

If we reviewed your pet's medical records and excluded any pre-existing conditions when you took out your policy, you'll find them listed on your Certificate of Insurance. You can find it in your docs in the Itch Insure Hub.


What happens once I've submitted my claim?
Our faff-free vet fee claims process is super simple. Here's a summary of the process so you know what's going on, every step of the way.

1. Submitting Your Claim - Once your pet has received treatment, all you need to do is answer a few questions, give us your vet's details and tell us who we need to pay. We'll take it from there, so you can focus on your furry friend.

2. On to the Vet - After you've submitted your claim, we'll contact the vet who treated your pet to confirm the treatment and costs.

3. Claim Received - Your vet will have provided us all the info we need to move forward with your claim.

4. Pending Approval - Our team will review the claim and decide whether it's approved, declined, or if we need more info from your vet.

5. Claim Completed - Once your claim is fully assessed, we'll let you know out the outcome and send you all the relevant info.

For other types of claims, you once we have your form, we'll look to take care of it for you.


Do I need to pay an excess on a claim and how much?
Yes, you will pay an excess (contribution) on your claims. The amount will depend on which contribution level you chose when you took out the policy - either £100, £150 or £250.

Once your pet reaches a certain age (see the age limit FAQ, your contribution will change to your chosen amount plus 20% of the remaining claim amount. Let's clarify this with an example: If you submit a claim for £500 and your chosen claim contribution is £100, you'll need to pay £100 plus 20% of the remaining £400. That means the total you'll be paying is £180.


Why has my claim been declined?
Please know declining a claim is not something we take lightly, but there are several reasons this may happen. For example, if the condition is something we don't cover or if it's related to a pre-existing condition. You can find details in your policy document and your Certificate of Insurance. You can find it in your Documents in the Itch Insure Hub.

If you would like to find out more about why your claim was declined, head to the Need Help? page on your Itch Insure Hub and fill out a get in touch form or give us a call on 0344 801 2171.

Log in to access the Itch Insure Hub


What can I do if my claim's declined?
If your claim has been declined, you can challenge the decision and let us know if you think we got something wrong. You can do this by heading to the Need Help? page on your Itch Insure Hub and filling out a get in touch form or calling us on 0344 801 2171. We promise to do our best to help you out.

Log in to access the Itch Insure Hub


How do I make a complaint?
We're very sorry to hear something's wrong. We aren't purr-fect but we do always try our very best. We're always happy to listen and take action where possible to put right any mistakes.

Head to the Need Help? page on your Itch Insure Hub to fill out a get in touch form or give us a call on 0344 801 2171. We're all ears and happy to help.

Log in to access the Itch Insure Hub


How do I cancel my policy?
We're so sorry to hear you want to cancel and really hope it's not something we did. Give us a call on 0344 801 2171, we'd love to have a chat so we can continue to improve.