Pet insurance from the AA

The AA is no longer offering pet insurance.

If you're an existing customer don't worry – you're still covered.

If you want to talk about your current policy, call us on 0800 294 2713.

Coronavirus (COVID-19) and your pet insurance

The coronavirus crisis has had a serious impact on people's jobs and their income. If you're concerned about paying for your insurance, we may be able to help.

If you pay by monthly instalments and haven't yet received financial support, you can apply for a deferral of payment.

To apply, please email us at:

It will help us if you include your full name, phone number, postcode, policy number and usual email address. We'll then get in touch with you.

Types of benefit

Your benefits for pet insurance cover levels

Accidental damage

If your pet causes damage to a third party, for which you're not legally liable but which you feel a moral obligation to pay for, we'll pay up to £500.

Advertising or reward

If your pet is lost or stolen, we'll pay for local advertising and offer a reward. Cover is up to £100 on Silver or Silver Plus, and £250 on Gold or Gold Plus.

Boarding kennel fees

If you have to go into hospital for more than 4 consecutive days, and are obliged to put your pet into a boarding kennel or cattery, we'll pay up to £250 on Silver and £1,000 on Gold policies.

Early death

If your pet dies as a result of an accident, or from injury or illness, we cover up to £250 on Silver or Silver Plus, and £1,000 on Gold or Gold Plus policies.

Healthcare away from home

If you and your pet are away from home and your pet needs urgent veterinary care, you may not know who to turn to. We offer access to a helpline that will identify the nearest vet for you.

Holiday cancellation costs

If your pet requires emergency surgery within seven days prior to your departure, we'll reimburse holiday cancellation costs up to £250 on Silver and £2,000 on Gold policies.

Maximum or limited benefit

There is a financial limit for each new condition the animal may suffer. Each condition is insured until the financial limit has been reached, and then it becomes a pre-existing condition and is excluded from further claims. But as long as the insurance policy remains in force, there is no time limit on your claim.

Pet minders

This enables you to locate a registered pet minder (on a national basis) for either a few minutes or even weeks in order to look after your pet while you're away.

Renewable benefit

All new medical conditions are insured, up to a set total financial limit each year, as long as the insurance policy remains in force. Where the total financial limit has been reached, no further claims will be paid until the policy is renewed, at which point the limit may be fully reinstated (check with your insurer). An ongoing condition that has reached the total financial limit will continue to be covered in the policy the following year.

There is no limit on how many times the condition can be covered in this way, as long as the insurance policy remains in force. This is also known as 'cover for life', or 'lifetime cover policy'.

Theft or straying

If your pet is not recovered in spite of the advertising and reward, we'll reimburse the purchase price, up to £250 on Silver or Silver Plus, and £750 on Gold or Gold Plus.

Third party legal liability

If your pet causes damage or injury to a third party and you are legally liable, you're protected from claims up to £1 million, including legal costs. This is not applicable if you're already covered by your household policy.


When taking your pet to your normal vet is not possible, you may contact Vetadviceline's veterinary nurses, who will give you advice about your pet's health and welfare. This service is available 24 hours a day, 365 days a year.

Veterinary fees

Cover is provided on a per incident basis:

  • Up to £2,000 under Accident Only
  • Up to £1,000 under Bronze cover
  • Up to £3,000 under Silver or Silver Plus cover
  • Up to £5,000 under Gold or Gold Plus cover

Many insurers limit payments for ongoing conditions to the first 12 months only. We will continue to cover conditions without a time limit and, up to the policy limit, subject to cover remaining in force. For Bronze, Silver Plus, and Gold Plus the cover is reinstated each year, and you can continue to treat your pet for any condition covered for all the time your pet is insured with the AA.

The cover provided by different products varies considerably. When looking for pet insurance, take care to choose the type of product and the level of cover for your needs.

Policy documents

AA Pet Insurance policy documents

Policies renewed from 30 March 2022 onwards:

Pet Insurance Policy Booklet

Policies renewed between 5 January 2018 and 29 March 2022:

Pet Insurance Policy Booklet

The information in the policy booklet is also available in large print, audio and Braille on request. Please call us for help.

You can also contact us using Relay UK (formerly Next Generation Text).

About AA Pet Insurance

Automobile Association Insurance Services Limited introduces customers for AA Pet Insurance exclusively to Insurance Factory Limited. AA Pet Insurance is arranged and administered by Insurance Factory Limited.

Please read the Terms of Business for AA Pet Insurance.

Updated 10 February 2023.

Policy guide

Make the most of your policy

While we cannot provide advice, here are some points on how to make the most of your pet insurance policy.

When buying your pet, make sure you obtain a signed and dated receipt from the seller with their name and address. Keep this in a safe place.

Make sure your pet has regular health checks. A routine check could find early signs of illness that may require treatment, and in some cases help prevent an illness, or affect the amount of treatment needed. Maintaining your pets' correct weight is also important, as being under or overweight can lead to other illnesses.

Ask your veterinary surgeon for an estimate before treatment, and shop around – vets charge different prices even in a local area. As all policies either have a maximum limit per condition or a pot of money for the year for all conditions, the best price could mean you can treat your pet for longer.

Always check medication prices to get the best value for money. Ask your vet for a prescription (there will be a charge for this), and search the Internet for a UK online pharmacy.

How to make a claim

  • Call our claims line 0330 102 5745, Monday to Friday 8am to 9pm, Saturday 9am to 2pm
  • Email [email protected]

Make sure your veterinary surgeon fills in and signs the claim form before you fill in your part, so you can understand what your vet is claiming for.

For any treatment costs over £1,000 contact us at [email protected] or phone us for pre-authorisation. Different referral practices have different prices, so talk to your veterinary surgeon for the choices you have.

The main stages are:

  • Claim notification received
  • Awaiting claim form and supporting documents
  • Claim is ready to be assessed
  • Claim assessed and ready to pay
  • Payment being processed
  • Claim settled
  • Claim declined – an email or letter will be sent detailing our reasons; please wait for this before contacting us
  • Claim not payable – amount under the excess
  • Returned – claim incomplete, returned to policyholder
  • Referral – awaiting any further information or clinical history

On some policies there are inner limits for veterinary fees. These are for cruciate ligament, MRI or CT scans and complementary medicine. The reason we have these in place is that the conditions that MRI or CT scans diagnose tend to be complicated and this enables you to have cover at diagnostic stage and treatment for the condition instead of using all your cover for diagnosing the condition. Cruciate ligament cover is restricted to keep your premiums lower.

Already with us?
Customer services – ask about your policy
Vet advice line – 24/7 help from our specialists
  • 0344 445 7453
Find a pet sitter while you're away
  • 0330 102 5743
Make a claim or check an existing claim
  • 0330 102 5745, Monday to Friday 8am to 9pm, Saturday 9am to 2pm

About pet insurance

Is there an age limit on the policy?

Your pet has to be 8 weeks old at the start of cover, and there is no upper age limit. We do not stop offering cover when your pet is older, as long as there has not been a break in cover.

Can I pay for my policy in instalments?

You can pay your annual insurance policy by monthly instalments at no additional cost. 

When does my cover start?

On all levels of cover there is a 24-hour waiting period applicable to Accident Only. There is also a 10-day waiting period for illness cover on all policies that cover illnesses. Any accidents or illnesses that occur during the applicable waiting period will not be covered.

What is a claim excess and how much will this be?

The claims excess is your contribution to the costs of treating your pet. The excess is £100, and this is paid by you per condition per year on all our policies except for Standard Cover, where it is only paid once per condition.

For pets aged 6 and over, a 20% co-payment will apply 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.

If you need to make a claim under the Third Party Legal Liability section of the policy the excess is £250 and is paid once per claim.

What is a co-payment?

This is the amount you pay towards the vet fee claim for each condition. For all pets aged 6 years and older the mandatory co-payment amount is 20%. This is in addition to the standard £100 excess.

For example, if you made a claim of £500 the initial excess of £100 would be deducted and you would then be required to pay 20% of the remaining £400 balance, which is £80. Therefore the total you would be required to pay towards the claim is £180.

What vets fees are covered?

Our policy provides insurance for reasonable, customary and essential fees typically charged by a vet in the provision of treatment.

How do you assess whether the vets fees are reasonable, customary and essential?

Every claim is reviewed by our expert team of vet nurses, and the cost compared against our database of similar cases.

How can I find out if you have received my claim?

You can track your claim on the website.

How long will it take to process my claim?

The process will take five working days from the day we have received the claim.

Can my pet have any dental work paid for?

Your pet will be covered for dental treatment as a result of an accident, but any regular or illness related dentistry or is excluded.

Will you pay the vet or me direct?

We can pay you or the vet – just let us know on the claim form section.

How will I receive my documents?

To protect our environment, all documentation is sent via email. When your policy renews, your renewal notice, along with your schedule of insurance and policy wording will be emailed to you 14 days before your renewal date.

What should I do if I do not receive my documentation?

If you do not receive your documentation, please check your junk email, as sometimes internet security settings may divert them here. If they are not there then call our friendly customer services team on 0330 102 5741.

Contact us

How can I contact you about an existing claim?

Please call us on 0330 102 5741.

Pet insurance claims

How do I make a claim?

If you need to make a claim, phone our claims line 0330 102 5745, Monday to Friday 8am to 9pm, Saturday 9am to 2pm.

Do remember to:

  • Have your details ready before you call.
  • Have your client reference number ready – you will find this at the top of all our letters to you.
  • Check that the claim is covered by your policy. Each section of the policy tells you what is insured and what is not insured. The cover you have requested is shown on your policy schedule.
Good to know

For pet insurance, AA introduce you to Insurance Factory Ltd, who arrange and administer the policy. Registered office: 45 Westerham Road, Bessels Green, Sevenoaks, Kent TN13 2QB. Registered in England and Wales number 02982445. Insurance Factory Ltd is authorised and regulated by the Financial Conduct Authority (FCA), Financial Services Register number 311368.

Call our team about your existing policy

0800 294 2713

Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 2pm.

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