If you have an enquiry or complaint you should first contact:
Vetsure Pet Insurance
Customer Care Department,
2nd Floor Titan Court,
3 Bishop Square,
Hertfordshire AL10 9NA
OR telephone on
0800 050 2022
OR email to
Within 3 business days we will:
Acknowledge receipt of your complaint, explain how we will handle your complaint and tell you which member of our team will be dealing with it.
If your complaint is regarding a claim outcome (such as a decline or partial decline) or the pricing of your policy we will handle the complaint on behalf of our Insurer, Atlas TVIS.
We will also explain what, if anything, you need to do and send you a copy of our complaints procedure if you do not already have one.
Within 15 business days of receiving your complaint we will:
Let you know what our final response is and the reasons for this
Explain why we are not yet in a position to provide a final response, provide you with an update and let you know when you can expect our final response.