Auto renewal FAQs

Why are you going to automatically renew my policy?

To ensure that customers receive the benefit of continuous cover for their pets, we already automatically renew policies for customers who pay by monthly Direct Debit and are introducing this for customers who opted to pay the annual premium in full. Full details will continue to be sent before the renewal, but you will no longer have to call us to pay the premium, so there won’t be the risk that your policy lapses.

When will you take my payment?

Payment will be collected 3 days prior to your renewal date, or the next working day if this falls on a weekend or Bank Holiday.

What if my payment fails?

We will contact you to confirm this and allow an additional 14 days for you to call us to make the full payment or set up a monthly Direct Debit payment.

What if I don’t want my policy to automatically renew?

You can contact us via our online portal here and request that the policy does not automatically renew, but please ensure this is at least 5 working days prior to the automatic renewal, to ensure we have time to process your request. Alternatively, you can also email or call us if you prefer.

How do you have my card details?

You provided your card details when you purchased or last renewed your policy.

Can I change the card used to pay?

When you receive your renewal invitation, simply call before your cover is due to automatically renew and we can collect the payment from a different card held in your name.

Are there any cancellation fees?

No cancellation fees are charged. If you cancel your policy within the first 14 days, you will receive a full refund of any premium paid. If you cancel after the first 14 days, you only pay for the time cover was provided.

Can I change to pay by monthly Direct Debit?

Yes, please call us once you receive your renewal invitation and we will arrange this for you.

What if you have collected my full annual premium but I want to set up a Direct Debit to pay monthly?

Please call us as soon as possible after the renewal payment is collected to arrange this.

Is it cheaper to pay in full or by monthly Direct Debit?

The total price is the same either way, it is simply which payment method suits you.

I opted out of automatic renewal but have now changed my mind, what do I do?

Simply contact us via our online portal here and we can reinstate the automatic renewal, subject to this being before the cover has lapsed. Alternatively, you can call or email us if you prefer.