Check your policy number and renewal date first. For a current PETTS policy, ask whether your vet can submit the claim through Vet Pawtal. If the practice does not use Vet Pawtal, submit the claim through the Tesco Pet Portal.
How to claim
Tesco Pet Insurance Claims Process
If your pet needs treatment or you need to claim another policy benefit, the correct Tesco Pet Insurance claims process will depend on your policy number, start date and most recent renewal date. For the full Tesco Pet Insurance guide, start on the homepage.
For policies beginning with PETTS, vet fee claims can usually be submitted by your veterinary practice through Vet Pawtal or by you through the Tesco Pet Portal. Different arrangements may apply to older policies that have not yet renewed.
This independent guide explains the current process. Always check your Certificate of Insurance and policy booklet because your cover, excess, benefit limits and exclusions are specific to your policy.
PETTS current process
Vet Pawtal or Pet Portal
Itemised invoice required
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Ways to submit a current vet fee claim
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Months to submit invoices after treatment
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Day assessment estimate once reviewed
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Independent explanation
Policy check
Which Tesco Pet Insurance Claims Process Applies?
Before starting a claim, check your policy number and renewal information.
| Your policy details | How to start a claim |
|---|---|
| Policy began on or after 21 January 2025 | Ask your vet about Vet Pawtal or use the Tesco Pet Portal |
| Policy renewed on or after 1 January 2025 | Ask your vet about Vet Pawtal or use the Tesco Pet Portal |
| Policy number begins with PETTS | Use the current claims process described below |
| Policy began before 21 January 2025 and has not yet renewed | Check your policy documents or contact Tesco to confirm the correct process |
Current PETTS policies are arranged, administered and underwritten by Pinnacle Insurance plc. Tesco Personal Finance Ltd, trading as Tesco Insurance, acts as an introducer to Pinnacle.
How to claim
How to Make a Tesco Pet Insurance Claim
There are two main ways to submit a vet fee claim for a current policy.
Ask Your Vet to Use Vet Pawtal
Tesco recommends Vet Pawtal as the quickest way to submit and process a vet fee claim.
If your veterinary practice is registered with Vet Pawtal, it can submit the claim on your behalf. The practice will provide the treatment details, invoices and relevant clinical information required for the assessment.
Ask your vet whether it uses Vet Pawtal before you begin a separate claim in the Pet Portal. This can help you avoid submitting the same claim twice.
Submit the Claim Through the Tesco Pet Portal
If your vet is not registered with Vet Pawtal, you can complete the claim through the Tesco Pet Portal.
The portal allows customers with eligible policies to:
- Make a new claim
- Submit costs for ongoing treatment
- Track an existing claim
- View policy documents
- Contact the policy team
Complete the online Tesco pet insurance claim form carefully and provide all the information requested. Missing invoices or treatment details could delay the assessment.
Forms
Tesco Pet Insurance Claim Form Options
The correct Tesco pet claim form depends on the type of claim and how your policy is administered.
If you need a Tesco claim form for pet insurance, use the Tesco Pet Portal to access the form connected to your policy and claim type.
| Claim or situation | What you should do | Information or documents that may be required | What happens next |
|---|---|---|---|
| Vet fee claim through a registered practice | Ask the vet to submit it through Vet Pawtal | Treatment details, an itemised invoice and relevant veterinary records | The claim is sent for assessment |
| Vet fee claim when the practice does not use Vet Pawtal | Complete the online form in the Pet Portal | An itemised invoice and details of the condition and treatment | You can follow its progress using the claims tracker |
| Further treatment for an existing condition | Submit the latest bill as an ongoing claim | A new itemised invoice and information linking the treatment to the existing condition | The cost is assessed against your remaining benefit and policy terms |
| Other policy benefit | Download the relevant form from the Pet Portal | Evidence depends on the benefit being claimed | The insurer may request additional supporting documents |
| No access to the Pet Portal | Call 0344 543 1132 and request the correct form | Your policy and contact details | Tesco can arrange for a claim form to be sent to you |
| Possible third-party liability claim involving a dog | Call 0344 543 1132 as soon as possible | Incident details and any letters or documents received | The claims team will explain what to do next |
Calls may be recorded. Tesco states that calls to 03 numbers are charged at national rates, although charges can vary between telephone providers.
Downloads
Can I Download a Tesco Pet Insurance Claim Form PDF?
A universal Tesco pet insurance claim form PDF is not currently provided on Tesco's public claims page.
For current policies, vet fee claims are normally handled through Vet Pawtal or completed online in the Pet Portal. Tesco's policy documents state that forms for other types of claim can be downloaded through the portal.
This means you should obtain the form linked to your own policy rather than downloading an old Tesco pet claims form from an unofficial website. A form created for an older policy or a different benefit may not be suitable for your claim.
If you cannot access the portal, call the contact number 0344 543 1132 and ask for the correct form to be sent to you.
Before you submit
What to Check Before Submitting a Claim
Preparing the correct information can help the insurer assess your claim without unnecessary delays.
Read Your Policy Documents
Check the following documents before completing a Tesco pet insurance form:
- Certificate of Insurance
- Tesco Pet Insurance Policy Document
- Insurance Product Information Document
- Any endorsements or special conditions attached to your policy
Your Certificate of Insurance contains personalised details, including your level of cover, benefit limits, excess and any exclusions that apply to your pet.
Confirm That the Treatment May Be Covered
The insurer will assess the claim against the terms that applied when the relevant event or treatment occurred.
Cover can be affected by:
- Pre-existing conditions
- Waiting periods at the beginning of a policy
- The type of cover selected
- The remaining benefit limit
- The treatment date
- The policy excess
- Conditions or exclusions shown on the Certificate of Insurance
Submitting a claim does not guarantee that it will be paid.
Check the Submission Deadline
Current Tesco policy wording requires vet fee claims and the related invoices to be submitted within 12 months of the treatment date. Claims submitted later may not be paid unless exceptional circumstances apply.
This submission deadline should not be confused with the cover period under a Time Limited policy. Time Limited cover may pay for an eligible condition for up to 12 months from the first treatment date or until the available vet fee limit is reached, whichever happens first.
Check the Excess
An excess is the amount you must contribute towards an eligible claim. Depending on the policy, it may include:
- A fixed amount
- A percentage of the claim
- Both a fixed amount and a percentage
Your Certificate of Insurance shows the excess that applies. For current eligible policies, the information can also be viewed in the Pet Portal.
A separate £250 excess applies to third-party liability claims.
Evidence
What Information Is Needed for Tesco Pet Claims?
The evidence required will depend on the type of claim. For a vet fee claim, you should expect the insurer to need:
- An itemised veterinary invoice
- The dates of treatment
- Details of the illness, injury or condition
- Relevant veterinary history
- Test results where applicable
- Referral or specialist reports where applicable
- Details identifying your policy and pet
- Instructions about whether payment should go to you or the vet
Current Tesco policy wording excludes treatment submitted without an itemised invoice.
The insurer may also request records from current, previous or referral vets. If a veterinary practice charges for preparing a claim form or supplying medical records, that cost may be your responsibility. Current policy wording does not cover fees charged by a vet for completing claim forms.
Veterinary support
How Your Vet Can Help With the Claim
Your vet may be responsible for:
- Recording the diagnosis, symptoms and treatment.
- Producing an itemised invoice.
- Providing your pet's medical history.
- Supplying test results or referral reports.
- Submitting the claim through Vet Pawtal, if registered.
- Confirming whether the practice accepts direct payment from the insurer.
The insurer may contact your current or previous vet to check the medical history or confirm that the treatment was appropriate for the condition being claimed.
If your pet has been treated by more than one practice, records may be requested from each practice.
Payment
Can Tesco Pay My Vet Directly?
An eligible claim can be paid to you or directly to the treating vet.
Direct payment is only possible if the veterinary practice agrees to accept payment from the insurer. Ask your vet about this before choosing the payment option on the claim form.
Even when the vet is paid directly, you remain responsible for:
- The policy excess
- Costs above the available benefit limit
- Treatment or services not covered by the policy
- Any amount the insurer does not approve
Follow-up bills
How to Make an Ongoing Claim
You do not have to wait until a complete course of treatment has finished. Tesco allows ongoing claims to be submitted when you receive another veterinary bill.
For each submission:
- Obtain a new itemised invoice
- Make sure the treatment dates are clear
- Identify the existing condition or claim where requested
- Submit the invoice within 12 months of treatment
- Check that the policy remains active
- Check the remaining benefit and any time limit
Whether ongoing treatment remains covered depends on the type of policy and its remaining benefit.
Assessment
What Happens After a Claim Is Submitted?
After submission, the insurer reviews the information against the policy terms.
The claims team may:
- Check the itemised invoice
- Review the treatment and diagnosis
- Request veterinary records
- Contact the treating or previous vet
- Ask for test results or specialist reports
- Apply the relevant excess
- Check the remaining benefit
- Confirm whether payment will be made to you or the vet
- Notify you of the decision
Tesco states that assessment takes around five days once the claim has been reviewed and that claims should generally be processed within a week. These are service estimates, not guaranteed deadlines. A claim may take longer if information is missing or additional veterinary records are required.
For claims submitted online, progress can be checked through the Pet Portal's claims tracker. Customers who have registered for electronic communications may also receive email and text updates.
Update methods can differ for paper claims and for customers who receive their documents by post.
Other benefits
Claims for Benefits Other Than Vet Fees
Some Tesco Pet Insurance policies include benefits other than veterinary treatment. The cover available depends on the policy.
Examples may include:
- Death from accident or illness
- Cremation or cemetery burial
- Advertising and rewards for a missing pet
- Theft or straying
- Boarding fees following an eligible hospital stay
- Holiday cancellation
- Eligible costs when travelling abroad
- Third-party liability for dogs
Each benefit has its own evidence requirements, exclusions and limits. Use the relevant form available through the Pet Portal and read the applicable section of your policy booklet before submitting the claim.
Liability
Third-Party Liability Claims
Third-party liability may apply if an insured dog injures someone or damages their property, subject to the policy terms.
If an incident could lead to a claim against you:
- Call Tesco Pet Insurance on 0344 543 1132 as soon as possible
- Do not admit responsibility or offer a settlement
- Do not respond to letters from the person making the claim without instructions
- Send relevant letters and documents to the insurer promptly
- Provide the information requested by the claims team
- Follow the insurer's instructions
The insurer may take over the handling of the matter and arrange legal representation if required.
Older policies
Claims for Older Tesco Pet Insurance Policies
If your policy was taken out before 21 January 2025 and has not yet renewed under the current arrangement, its claims process may be different.
Do not assume that the current Pet Portal or Vet Pawtal route applies. Check your policy documents or use the official Tesco Pet Insurance contact page to confirm where the claim should be submitted.
Tesco also provides separate tracking information for eligible older claims on its Pet Insurance FAQs page.
Older branding
Tesco Bank Pet Insurance Claim Form
Some existing customers may still refer to a Tesco Bank pet insurance claim form because Tesco Bank appeared on earlier policy documents and communications.
The current service is presented as Tesco Insurance. For PETTS policies, Pinnacle Insurance plc is the arranger, administrator and underwriter, while Tesco Personal Finance Ltd, trading as Tesco Insurance, acts as an introducer.
Use the provider, administrator and policy number shown on your current documents. This will help you find the correct claim form and avoid sending personal information to the wrong organisation.
Other providers
Pet Plan Claims and Tesco Pet Insurance
A pet plan claim is not automatically connected with Tesco Pet Insurance. The phrase may refer to another insurance provider or may simply describe a claim made under a pet insurance plan.
Before submitting any information, check the insurer named on your Certificate of Insurance. Tesco customers should use the official Tesco claims route that applies to their policy.
Advice line
Can Vetfone Help With a Tesco Pet Insurance Claim?
Vetfone is a 24/7 pet health advice service available to Tesco Pet Insurance customers. Its veterinary team can provide guidance about health concerns, behaviour, nutrition and general pet care.
Vetfone does not manage insurance claims and cannot answer questions about your policy or claim status. To start, track or discuss a claim, use the Tesco Pet Portal or contact the Tesco Pet Insurance claims team.
If your pet needs emergency treatment, contact your veterinary practice immediately. Do not delay urgent treatment while trying to contact Vetfone or the insurance claims team.
Claim support
How to Contact Tesco Pet Insurance About a Claim
For policies beginning with PETTS, Tesco currently provides the following contact options:
- Pet Portal: petportal.tescoinsurance.com
- Telephone: 0344 543 1132
- Opening hours: Monday to Friday, 8.30am to 6pm, and Saturday, 9am to 1pm, except non-business days
- Contact information: Tesco Pet Insurance contact page
Customers with hearing or speech difficulties can contact Tesco through Relay UK.
You can also use our telephone number page if you need the claims team details in one place.
Questions owners ask
Frequently Asked Questions
For a current policy, sign in to the Tesco Pet Portal. Vet fee claims can be completed online, while forms for other claim types may be available to download. Call 0344 543 1132 if you cannot access the portal.
Tesco does not currently provide one universal claim form PDF on its public claims page. Forms for relevant non-vet-fee claims can be downloaded through the Pet Portal. Use the form associated with your own policy and claim type.
Yes. If your veterinary practice is registered with Vet Pawtal, it can submit a vet fee claim for a current eligible policy.
An itemised invoice and treatment details are normally required for a vet fee claim. The insurer may also request medical records, test results, referral reports and information from current or previous vets.
Yes, if the veterinary practice accepts direct insurance payments. You remain responsible for the excess and any costs that are not covered.
Current Tesco policy wording requires vet fee claims and invoices to be submitted within 12 months of treatment. Check your own policy because other benefit conditions and time limits may also apply.
No. You can submit an ongoing claim when you receive another veterinary bill. Each bill must meet the policy requirements and submission deadline.
Tesco says claims should generally be processed within a week and that assessment takes around five days once reviewed. More time may be needed if information or veterinary records are missing.
Eligible current claims can be tracked in the Pet Portal. Separate tracking arrangements may apply to older policies that have not yet renewed.
No. Vetfone provides 24/7 veterinary health, behaviour and nutrition advice, but it cannot discuss policies or manage claims. Use the Tesco Pet Portal or contact the Tesco Pet Insurance claims team for claim support.
Call Tesco Pet Insurance on the telephone number 0344 543 1132. The team can confirm the correct process and arrange for a claim form to be sent where appropriate.
Read your Certificate of Insurance, policy booklet and Insurance Product Information Document. Current documents are available in the Pet Portal and on Tesco's official policy documents page.