Customer Help

Provided by Pinnacle Insurance plc

This customer help page is for Pinnacle policies purchased on or after the 19th November 2019 only. If you are a customer who has an Argos Pet Insurance policy provided by RSA (policy number starts with RSA), please visit this page.

Financial support and information if you have been affected by Coronavirus (COVID-19)

FAQ’S

If you’ve been or are expecting to be financially affected due to Coronavirus, we’re here to help.

We are enabling our Policyholders to apply for a Payment Deferral (also known as a “payment holiday”) of your premium payment.

We have set out below all the relevant information in relation to our COVID-19 financial assistance initiatives, so please check to see if you are eligible to apply.

To make your application you can contact us by telephone on 0345 200 8614.

We will update this section regularly with any further financial assistance information as the COVID-19 situation develops and in line with any further requirements for insurers from the Financial Conduct Authority (“FCA”).

How will the new FCA guidance to insurers help me?

We are enabling our Policyholders to apply for a Payment Deferral for those who are or who expect to be in temporary financial difficulty as a result of COVID-19.  

Payment deferral requests are subject to a suitability check; this is to ensure that taking this step will not worsen your future financial situation, based on your individual circumstances.

What is a Payment Deferral?

A Payment Deferral is an arrangement that will allow you to make no payments of premium for your policy for an agreed period. During this time your policy will not be considered to be in arrears or trigger any cancellation of your policy due to non-payment of the premium.

Payment Deferral requests are subject to a suitability check; this is to ensure that this will not worsen your financial situation, based on your individual circumstances.

Please read below for more information on what happens when you apply.

Is a Payment Deferral right for me?

If you are experiencing or expect to experience temporary financial difficulty as a result of COVID-19 you may wish to consider using the Payment Deferral option. However, please note that this is a temporary break to regular premium collections in order to support you.

We will still need to collect all the deferred premium payments at the end of the agreed deferral period. This means that will collect from your account all deferred premium payments in one go, in addition to the next scheduled premium payment for that month. So, you should ensure that your future financial situation will enable you to make these future, increased, premium payments.

If you are less than 3 months from the end of your policy term, a Payment Deferral may not be best option for you. We will discuss your situation with you when you contact us.

If you are currently not seeing an impact on your finances and can continue to make your premium payments as normal, we recommend that you do so. This does not prevent you from contacting us in the future to request a Payment Deferral while this assistance remains available.

How do I qualify and apply for a Payment Deferral?

Payment Deferrals are for our Policyholders who are finding or expect to find themselves in temporary financial difficulty specifically due to COVID-19 and unable to pay their monthly premium payment.

When you contact us 0345 200 8614 we will ask you to confirm all of the criteria below:

  • You want to continue your policy; and
  • You are up to date with your premium payments; and
  • You are now experiencing or you expect to experience temporary financial difficulty as a result of COVID-19; and
  • You understand that you remain liable to pay your full premium.

Following this eligibility check, we will stop your next premium payment from coming out of your account. We may ask you further questions to check that deferring your premium payments to a later date will not worsen your financial situation, based on your individual circumstances, and discuss other options with you, where appropriate.

When will my Payment Deferral start?

After you have requested a payment deferral we will stop your next direct debit payment.

I have contacted you regarding a Payment Deferral and I wasn’t offered one, do I need to get back in touch with you?

If your financial situation changed during the COVID-19 period or you are expecting it to do so as a result of COVID-19, please get back in touch with us to discuss your circumstances and to confirm that you now meet the eligibility criteria set out above.

If you have already made an application to us but have not yet heard back, we ask you to please be patient as we will be dealing with extremely high volumes.

Will this affect my credit rating?

Any premium payments that are deferred will not be considered as in arrears.

Do I need to cancel my direct debit?

No, please leave this in place so we can restart your payments easily at the end of your payment deferral.  

How long can I defer my payments?

We are offering a month by month Payment Deferral process to our Policyholders, as long as you continue to meet the eligibility criteria. For each monthly deferral period that you require, we will ask you to contact us to make your application.

You will be able to defer your premium payments for a maximum of 3 months.

Please note that you will still be liable to bring your premium payments up to date in one go at the end of the agreed deferral period, so you should take into account your current and your likely future financial situation when making your application for Payment Deferral.

What happens when my Payment Deferral period ends?

If a payment deferral is deemed suitable, we will be in contact to confirm how this will change your future monthly payments once the agreed deferral period has ended.

After your payment deferral period has finished we will automatically start collecting your monthly payment again, so please do not cancel your direct debit as this may cause your policy to be cancelled.

Your premium payments will need to ‘catch up’ with the premium payments that have been deferred. We will collect from your account all deferred premium payments in one go, in addition to the next scheduled premium payment for that month.

Can I just cancel my direct debit and take a payment deferral that way?

No, it’s important that you don’t cancel your direct debit payment so that there is no danger of any imminent payments failing (with a possible impact on your policy); and to allow us to recommence as normal after the deferral period.

Will my future monthly premium payments increase?

You are still liable to pay your full premium, so the payments delayed during the payment deferral period will need to be paid by ‘catching up’ the payments at the end of the deferral period. We will collect from your account all deferred premium payments in one go, in addition to the next scheduled premium payment for that month.

Additional FAQ's

If you have a regular enquiry about your insurance policy with us, please return to our Home Page where you can find further information including our contact details for other types of enquiries, claims and complaints. 

Managing your Argos Pet Insurance policy

Do you need help with your Argos Pet Insurance policy? Or do you need to make a claim and you are unsure how? You can easily manage your pet insurance policy using our online customer portal, Argos Pet Portal.

We always have your pet’s health in mind, so even if you don’t need to make a claim, we can provide you with round-the-clock veterinary advice with our Argos Vet Assistance. So, if you’re worried about your pet’s behaviour or have a question about their health, you can ask our experts.

 

Argos Vet Assistance

The Argos Vet Assistance service provides you with expert advice from veterinary nurses, 24 hours a day, online or over the phone.

They are on call to assist you with any healthcare concerns or pet-related queries, for example on nutrition or behaviour.

Call Argos Vet Assistance on 0303 3340795 at any time of the day or night or log in to the Argos Pet Portal.

Changing your contact details

Email address or phone number changes

Log in to your Argos Pet Portal to update your email address and phone number if needed.

Payment detail or personal information changes

For changes to your personal information or payment details, you will need to contact our customer services team using the contact details in the ‘Getting in touch’ section below.

Renewing your policy

Renewal notice

We will notify you at least three weeks before your policy is due to end. As part of this notification, we will outline the new cost and any terms and conditions.

Automatic renewals

Your policy will automatically renew annually on the anniversary of your policy start date. It’s important to know that your premiums are only fixed until each annual review which means they’re likely to increase as your pet gets older. You will receive a renewal notification, in advance of your renewal date, showing your renewal premium and any policy changes. If there are any changes to your circumstances, or if you choose not to renew you must contact us. We will automatically take payment for your renewal premium from the card, or account, you have provided unless you contact us on the number shown on your renewal notification.

Getting in touch

 

Customer Service 0344 543 1053
Monday – Friday: 8am – 6pm
Saturday: 9am – 1pm
Sunday: Closed
Sales 0800 138 5629
Monday – Friday: 8am – 6pm
Saturday: 9am – 1pm
Sunday: Closed
Vet Assistance 0303 334 0795
24 hours, policyholders only

 

Do you still have some questions and want to contact us? You can get in touch by calling the Argos team on 0344 543 1053.

We’re open Monday to Friday 8am – 6pm and Saturday 9am – 1pm. Calls are charged at local rates from mobiles and landlines. Calls may be monitored and recorded.
Or if you would like to write to the team, you can find the details below.

Contact customer services

If you cannot find the information you need or want to change your personal or payment details in your account, you can contact our customer services team.

Write to us at:
Customer Service Department
Argos Pet Insurance
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire
WD6 2XX

Making a Complaint

At Argos Pet Insurance, we want to make sure you have a positive customer experience. If you would like to make a complaint, you can contact us using the details below.

We work as quickly as possible through any complaints and wherever possible, we will aim to do this within eight weeks of receiving your complaint.

Write to us with your complaint at:

Customer Relations Department
Argos Pet Insurance
Pinnpacle House
A1 Barnet Way
Borehamwood
Hertfordshire
WD6 2XX

Not happy with our decision?

If you are not satisfied with the decision we have made regarding your complaint, you can take it further to the Financial Ombudsman Service.

After you have received your final decision letter or summary resolution communication, your further action with the Financial Ombudsman Service must be completed within 6 months.

Visit financial-ombudsman.org.uk or write to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

If you have already received a resolution from us and you are not satisfied with the outcome, you can use the European Commission’s Online Dispute Resolution service. To help consumers who have bought goods or services online, this online portal can provide help to conduct dispute resolution.

Making a Claim

So, you have received some unexpected vet bills and you need to make a claim. With our Argos Pet Portal, there is no need to worry.
Read the information below to understand how to make a claim and help us process your claim as quickly and easily as possible.

 

How do I make a pet insurance claim?

Making a pet insurance claim has never been easier. You can make a claim online in the Argos Pet Portal.

Firstly, it is best to reference your pet insurance policy to make sure that you are covered for the claim you want to make. You can find your policy and certificate of insurance in your Argos Pet Portal.

Claim for vet fees
If you plan to claim for vet fees, you should check that your vet can complete a pet insurance claims form before they decide to treat your pet.
When they complete the form, your vet must provide invoices and the full medical history of your pet.
Once you have these, head online to your Argos Pet Portal and complete the vet fees claim.

My Claims
In your Argos Pet Portal, you will find the ‘My Claims’ section. In this section you can download the relevant claim form for any claim other than vet fees.

All you need to do is complete the appropriate form, sign and return with any receipts, certificates or documents attached.

What happens when I make a claim?

When you submit your claim form, we always aim to process your claim as quickly as we possibly can. You may hear from us if we need to collect any more information from you to process your claim. We will then let you know how much we can contribute to your claim and how much you need to pay once we have assessed it. If we can only make a partial contribution, or if we cannot help with your claim at all, you will receive a full explanation. To help you focus on your pet’s recovery, we can pay most vet practices directly. So, if you want us to pay your vet, this shouldn’t be a problem, just check with your vet first. You can contact us if you feel you need to speak to us directly.

Still have a question?

If you still have a question about your Argos Pet Insurance, you can read our FAQs.

We have covered some of the most frequently asked questions from our customers so that you don’t have to ask again!

Visit our FAQs

Terms and Conditions

Multi-pet discount is a minimum of £24 when insuring more than one pet as this is worked out at £1 per pet per month for each pet. Pets can have different cover levels. Discount deducted separately from any other offer.

Argos Limited is an Appointed Representative of Home Retail Group Insurance Services Limited (HIS). HIS is authorised and regulated by the Financial Conduct Authority (register number 314050). Registered office: 489-499 Avebury Boulevard, Milton Keynes, MK9 2NW (registered in England and Wales, no 04109436).  HIS act as an introducer to Pinnacle Insurance plc, who sell, administer and underwrite the policy and who are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (register number 110866). Registered office: Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire, WD6 2XX (registered in England and Wales, no 01007798) . HIS and Pinnacle Insurance plc are not part of the same corporate group.