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Accessibility Policy

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Our Accessibility Promise

At Vetsure, we truly understand that our society is made up of diverse individuals with varying needs, and we want to ensure that every customer feels supported throughout their pet journey. We strive to provide support, and genuine care is at the heart of everything we do.

Our Commitment and Initiatives

Our goal is to make sure our services and website are accessible to everyone, especially those who may need extra support or assistance.

We want to improve our services which is why we’ve introduced several enhancements to remove any barriers in accessing any of our information:

  • Understanding Mental Health

    Our team has received training from various charities to help us better support those facing mental health challenges. We want every conversation with us to be compassionate and understanding.

  • Helping Children Understand Pet Health

    We provide information booklets designed for children to explain common pet medical conditions. For children with neurodiverse needs, we also offer Social Stories that help them understand what to expect when visiting the vet and how to care for their beloved pet.

  • Supporting You Through Pet Loss

    Losing a pet is never easy. Our team has received additional training on pet bereavement, and we’re here to offer a listening ear when you need it most. We also provide contact details for online pet loss support services run by the Blue Cross, available even after your policy with us ends.

  • Making Our Website Accessible

    We ensure that all non-decorative images on our site include text descriptions, making our content accessible to everyone.

Optional Services and Ways We Can Support You

In addition to our staff training and initiatives, we have arranged the following services for our customers to make Vetsure more accessible.

 

  • Different Ways to Get in Touch

    Whether you prefer email, letter, or phone, we’re happy to connect in the way that feels most comfortable for you.

  • Alternative Document Formats

    Need documents in a different format? We can send them by post in large print, Braille, or audio format to support those with visual or additional needs.

  • Call-Back Option

    If unexpected phone calls cause anxiety, you can request a call-back at a time that suits you. Just email us at [email protected] or send us a letter, and we’ll be in touch at your convenience.

  • Link Legibility

    Clear links that are compatible with screen readers, helping those with visual impairments, reading difficulties, or conditions like dyslexia.

  • Site Navigation

    Consistent navigation throughout our site, so you can always find your way with ease.

  • Use of Colour

    No use of colour alone to convey important information, so nothing is overlooked.

How to Contact Us

Our main concern is to make any interactions with Vetsure as stress-free as possible.

We will always request your permission first before storing any sensitive information regarding your needs on our records. This information will allow us to deliver a tailored service to you in the best way possible.

Vetsure welcomes all feedback as we are always keen to improve wherever we can. If you experience any difficulties with our website or would like to just share your thoughts, please don’t hesitate to contact us on 0800 050 2022 or via email [email protected].

Our Accessibility Promise
At Vetsure, we believe that everyone deserves to feel valued, heard, and supported. We understand that our customers have diverse needs, and we are committed to making sure your experience with us is as smooth and comfortable as possible. Caring for your pet should be a stress-free journey, and we’re here to help every step of the way.

Our Commitment to You
We are dedicated to making our services and website accessible to all, especially those who may need extra support or assistance. That’s why we’re always looking for ways to improve and remove any barriers to accessing our information.

If there’s anything else we can do to make Vetsure more accessible for you, please let us know. Your comfort and confidence in our service matter to us, and we’re here to help in any way we can.

Have a question?

If you have any feedback on our website or encounter any issues, please get in touch. We continually strive to improve our site and its accessibility so we always appreciate your comments.

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Vetsure Pet Insurance® is a registered trading name of TVIS Ltd whose company registration no. is 06820979 and whose address is: 1st Floor, Helios Court, 1 Bishop Square, Hatfield, Hertfordshire, AL10 9NE . TVIS Ltd is authorised and regulated by the Financial Conduct Authority (FCA no.523215). Policies are underwritten by Atlas Insurance PCC Limited transacting for its TVIS Cell.

Atlas Insurance PCC Limited (Atlas) is an insurance company incorporated in Malta pursuant to the Insurance Business Act 1998 (Chapter 403 of the Laws of Malta) to carry on general insurance business and is regulated by the Malta Financial Services Authority.

Atlas is authorised by the Prudential Regulation Authority and is subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.

Atlas Insurance PCC Limited is a member of the UK’s Financial Services Compensation Scheme. Registered in Malta at 48-50 Ta’ Xbiex Seafront, Ta’ Xbiex XBX1021, Malta. (Company Registration no. C 5601).

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