Frequently Asked Questions

Your pet has to be 8 weeks old at the start of their policy and there is no upper age limit. We don’t stop offering cover when your pet is older.

Can I pay for my policy in instalments?

We offer annual policies which run for 12 consecutive calendar months from the start date. Customers can choose to pay monthly by Direct Debit and we make no charge for this.

Can I pay for my policy in full?

If you want to pay for 12 months at the start of the policy you can.

What is the excess and how much will this be?

The excess is your contribution to the costs of treating your pet. The excess for our pet policies is as follows:

One Month Free
£100.00 payable per condition

Standard
£90.00 payable per condition

Premier
£90.00 payable per condition per year

Premier Plus
£90.00 payable per condition per year

In addition, for pets aged under six (with exception of the One Month Free policy) a 10% co-insurance applies to the remaining claim for veterinary fees, special diet and complementary medicine after the excess has been deducted, and for any claims for that condition thereafter. This increases to a 20% co-insurance for pets aged six years and above. For claims under the Third Party Liability section of the policy the excess is £250 and is paid once per claim.

What is co-insurance?

This is the amount you contribute towards the vet fee claim for each condition. For all pets under the age of 6 years the co-insurance amount is 10% and for pets aged over six years it is 20%.

What vet fees are covered?

A Buddies policy provides cover for all reasonable charges made for the treatment carried out by a vet for an accident or illness.

Are pre-existing conditions covered?

If your pet has a medical condition that pre-dates the start of the policy it will not be covered.

How do you assess whether the vets fees are reasonable?

All claims are assessed by specialists before settlement and payment.

Can my pet have dental work?

Your pet will be covered if they require dental treatment as a result of an accident or illness. All other dental treatments, including preventative ones such as scaling and polishing, are excluded.

Will you pay the vet or me direct?

You choose, just let us know which method of payment you prefer on the claim form.

How will I receive my documents?

Documentation, where we have a valid address, is sent via email. When the policy renews, your renewal notice, along with your schedule of insurance and policy wording will be emailed to you 21 days before the renewal date. If you do not have an email address, your documents will be posted to you.

What should I do if I don’t receive my documentation?

If you don’t receive your documentation, please check your spam or junk email, as sometimes Internet security settings may divert them here. If they aren’t there, just call our customer services team on 0800 298 7889. Lines are open Monday and Wednesday 09:00 to 19:00, Tuesday/Thursday/Friday 09:00 to 17:30 and Saturday 10:00 to 16:00. Call charges will vary. Calls may be recorded and monitored.

How can I contact you with a question?

Just call our customer services team on 0800 298 7889. Lines are open Monday and Wednesday 09:00 to 19:00, Tuesday/Thursday/Friday 09:00 to 17:30 and Saturday 10:00 to 16:00. Call charges will vary. Calls may be recorded and monitored.

How can I contact you about making a claim or to make a claim?

Just call our customer services team on 0800 298 7889. Lines are open Monday and Wednesday 09:00 to 19:00, Tuesday/Thursday/Friday 09:00 to 17:30 and Saturday 10:00 to 16:00. Call charges will vary. Calls may be recorded and monitored.

How do I make a complaint?

If you are unhappy with any part of our service, please contact us on 0800 298 7889 (freefone) or write to the Complaints Officer, Buddies, 1 Saxon House, Saxon Way West, Corby NN18 9EZ or email admin@buddies.co.uk.

If you remain dissatisfied, you may then refer your complaint to the Financial Ombudsman Service at the following address: Exchange Tower, Harbour Exchange Square London E14 9SR.

Email: complaint.info@financialombudsman.org.uk, telephone: 0800 023 4567 (freefone). Details on how to progress your complaint to the Financial Ombudsman Service will be provided by Buddies, or can be found at www.financial-ombudsman.org.uk

Why has my renewal price gone up?

When we calculate premiums, we consider a number of factors such as your pet’s breed, age, gender, claims history and your postcode. In the past few years we’ve seen a rise in the cost of vets’ bills due to improvements and availability in veterinary medicine, such as hydrotherapy. The volume of claims has also increased significantly, which has affected the price of all of our customers’ policies.

How do you calculate pet premiums?

When we calculate premiums, we consider a number of factors such as your pet’s breed, age, gender and your postcode.