Frequently asked questions

Provided by Pinnacle Insurance plc

Have a question about Argos Pet Insurance? Check out our FAQs below to find the answer you’re looking for. Or, you can head to our customer help page if you need to further assistance with your policy.

To view full terms and conditions of our cover please ensure to read our policy documents.

These FAQs provide information regarding 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 customer help page.

How do I contact you?

You can contact us via the below numbers:

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

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.

Customer Service Department
Argos Pet Insurance
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire
WD6 2XX

Does pet insurance cover pre-existing conditions and what is one?

Argos Pet Insurance policies don’t cover pre-existing conditions. This means you won’t be able to make a claim for anything related to a pre-existing medical condition.

So what is a pre-existing condition for pet insurance? A pre-existing medical condition is an illness, injury or symptom your pet has ever suffered from before or is suffering from when you take out a pet insurance policy. This would include minor illnesses, ongoing conditions and accidental injuries even if your pet didn’t receive treatment or you were told it was nothing to worry about. We also consider any discussions you’ve had with your vet or other professionals about your pet’s health or behaviour.

Does pet insurance cover neutering or spaying?

Neutering or spaying is seen as a routine treatment which means it isn’t covered by your pet insurance policy. And if there are complications that arise from these procedures, they would also not be covered.

Does pet insurance cover hereditary and/or congenital conditions?

Argos Pet Insurance does cover hereditary and/or congenital conditions. As long as your pet didn’t show symptoms or start suffering from the condition before the policy start date or within the first 14 days of your policy starting.

What is an excess and what are the fees?

An excess on your pet insurance policy is the amount of money you’ll need to pay if you make a claim. The amount you’ll need to pay is dependent on your pet’s age and will be either a fixed amount or a percentage of your claim.

Details of your excess payable can be found on your certificate of insurance or in the Argos Pet Portal.

The excess fees for Argos dog and cat insurance policies is £99. For Time Limited cover, this is payable per claim. For Lifetime cover, this is payable per condition per policy year. This means if treatment for the same condition runs over either side of your renewal date, a new claim is created for the new policy year. Which comes to two excesses needing to be paid. One before renewal and one after renewal.

As your pet gets older and reaches the maximum age limits for new pet insurance policies, the excess fees will change. At these renewals, for example, the excess payable will change to the greater of £99 or 20%* of the claim. The change will happen for cats at the renewal after their 10th birthday, for most dog breeds, at the renewal after their 8th birthday and for the following dog breeds and crossbreeds of, at the renewal after their 5th birthday:

Beauceron, Bernese Mountain Dog, Bulldog, Bullmastiff, Deerhound, Dogue de Bordeaux, Estrela Mountain Dog, Giant Schnauzer, Great Dane, Irish Wolfhound, Leonberger, Mastiff, Neapolitan Mastiff, Newfoundland, Old English Bulldog, Old English Sheepdog, Poodle (Standard), Pyrenean Mountain Dog, Rhodesian Ridgeback, Rottweiler, Shar Pei, St Bernard, Standard Poodle, Tibetan Mastiff, Utonagan.

*Excess fees are subject to change.

How can I pay for my pet insurance policy?

You can pay for your policy by Direct Debit or debit/credit card.

If you choose to pay by Direct Debit, you can pay your premium either annually or monthly. And if you pay monthly, we won’t charge you a penny in interest. Spreading the cost means you can insure your furry friend in a way that’s manageable for you.

If you choose to pay by debit/credit card, you will only be able to pay annually.

Is there a benefit to paying for pet insurance through monthly by Direct Debit?

Paying monthly or in full comes down to you and whatever option suits you best. If you do choose to pay monthly, you can be assured we won’t charge you a penny in interest. It’s whatever way is manageable for you.

Please note that your policy will automatically renew on the anniversary of your policy start date. We will automatically take payment for your renewal premium using the payment method you’ve chosen unless you contact us before your renewal date.

Does my pet insurance premium go up as my pet gets older?

You should expect the price of your insurance premium to go up as your pet gets older. Many factors go into working out your premium, and one of them is age. As your pet gets older, it can be more common for them to fall ill and require veterinary treatment which results in increased claims. As such, this is factored into the cost of the premium.

Does my pet need to be microchipped and vaccinated?

It is the law that all dogs need to be microchipped. For cats though, it’s up to you whether or not you want them microchipped.

Having your pet microchipped with all your contact details can be really handy if they ever get lost and go missing. If they’re handed into a vet or animal warden, their microchip can be scanned which can help you be reunited with them. If your dog isn’t microchipped, you won’t be able to make a claim for Finding your Pet and Loss through Theft or Straying.

You don’t have to have your pet vaccinated to take out insurance. But if your pet becomes ill from something that could have been vaccinated against, we won’t be able to cover your claim.

When does my cover start and how soon can you claim on pet insurance?

Your Argos Pet Insurance policy will start on the date you select when you take out a policy. Even though your policy will begin then, you won’t be able to make a claim straight away.

If your pet’s been poisoned or had an accident, they won’t be covered if it happens within the first 3 days of the cover starting.* For illnesses, these aren’t covered within the first 14 days of the cover starting.* And if your pet needs further treatment for anything that happened within these times, they also won’t be covered.

Once these times are up, you will be able to make a claim for any new injuries or illnesses your pet suffers.*

*Pre-existing condition exclusions will apply.

Are there age limits for a pet insurance policy?

Yes, there are age limits for taking out new policies with Argos Pet Insurance.

For dog insurance, new policies are available from 8 weeks of age up to your dog’s 8th birthday except for the following breeds where this is up to their 5th birthday.

Beauceron, Bernese Mountain Dog, Bulldog, Bullmastiff, Deerhound, Dogue de Bordeaux, Estrela Mountain Dog, Giant Schnauzer, Great Dane, Irish Wolfhound, Leonberger, Mastiff, Neapolitan Mastiff, Newfoundland, Old English Bulldog, Old English Sheepdog, Poodle (Standard), Pyrenean Mountain Dog, Rhodesian Ridgeback, Rottweiler, Shar Pei, St Bernard, Standard Poodle, Tibetan Mastiff, Utonagan.

For cat insurance policies, you can take out a new policy from 8 weeks of age up to their 10th birthday.

Once you’re insured with us, as long as you renew every year, and there’s no break, we’ll continue to insure your pet beyond these ages.

You should be aware as your pet gets older, you should expect their premium to go up with their age. Also, when your pet reaches the upper age limits specific to your policy, as mentioned above, their excess will change at the renewal after these birthdays. From this point, for example, it will be your standard excess of £99 or 20% of your claim, whichever is more. Please be aware, in the future, these values may change.

Can I still get cover as my pet gets older?

Yes, you can still get cover when your pet gets older. But you’ll need to have taken out their pet insurance policy before the maximum age limits for new pet policies kick in.

For dog insurance, you’ll need to take out the policy before your dog’s 8th birthday, or 5th birthday for the following breeds and crossbreeds of:

Beauceron, Bernese Mountain Dog, Bulldog, Bullmastiff, Deerhound, Dogue de Bordeaux, Estrela Mountain Dog, Giant Schnauzer, Great Dane, Irish Wolfhound, Leonberger, Mastiff, Neapolitan Mastiff, Newfoundland, Old English Bulldog, Old English Sheepdog, Poodle (Standard), Pyrenean Mountain Dog, Rhodesian Ridgeback, Rottweiler, Shar Pei, St Bernard, Standard Poodle, Tibetan Mastiff, Utonagan.

For cat insurance, you’ll need to take out the policy before your cat’s 10th birthday.

You should be aware as your pet gets older, you should expect their premium to go up with their age. Also, when your pet reaches the birthdays specific to your policy, as mentioned above, their excess will change at the renewal after these birthdays. From this point, their excess will be, for example, either your standard excess of £99 or 20%* of your claim, whichever is more.

*Excess fees are subject to change.

My pet has pre-existing conditions, are they still covered for new conditions?

Yes, even if your pet does have a pre-existing condition, of course, we’re going to cover your furry friend. But, like many pet insurance providers, we can’t cover your pet for any pre-existing conditions or any health issues caused by a pre-existing condition. Any new symptoms, conditions, illnesses or injuries your pet suffers from will be covered.

Now we get that it’s difficult to understand what a pre-existing condition is. You’d be forgiven for thinking it would only be something you’ve taken your pet to the vets for, but that’s not the case.

A pre-existing medical condition is an illness, injury or symptom your pet has ever suffered from or is suffering from before you take out a pet insurance policy. This would include minor illnesses, ongoing conditions and accidental injuries even if your pet didn’t receive treatment or you were told it was nothing to worry about. We also consider any discussions you’ve had with your vet or other professionals about your pet’s health or behaviour.

Things like this would be noted in your pet’s medical records, which we would consider when we review them. We’ll either review your pet’s medical history when you take out the policy. Or we’ll do this at the point of claim to see if any conditions should have been disclosed when you took out the policy.

If we need to place exclusions on your policy due to pre-existing conditions, we will let you know and reissue you with a new Certificate of Insurance. There are some exclusions that would remain on the policy for its duration, but there are some that that can be reviewed after a period of time. You’ll find the review dates on your Certificate of Insurance. If you’d like us to reconsider an exclusion, at the end of a review period just let us know when you come to renew. We’ll take a look at your pet’s up to date medical history to see if the exclusion can be removed.

Why has my pet insurance premium gone up?

As your pet gets older, you should expect your premium to go up, even if you haven’t had to make any claims. This is because there are other factors which go into making up your premium. With every premium, we look at many things, such as your pet’s age and rises in vet fees, for example. Like us all, with age, your pet is more susceptible to coming down with illnesses which can then lead to claims. And with these potentially increasing claims, we need to factor these into the premium. Also, with advances in treatments and costs to the vets themselves, vets often increase their prices year on year, and these increased costs can affect your premium.

Why have exclusions been placed on my policy?

When you take out your Argos Pet Insurance policy, we’ll ask you if your pet has ever or is suffering from an illness or injury. We do this to find out if your pet has any pre-existing conditions which may result in exclusions being applied to your policy. If there are any conditions we can’t cover under your policy, we’ll let you know.

We may ask for this information upfront or when a claim is made. We’ll contact your vet for your pet’s medical records and review them for pre-existing conditions. Including conditions you’ve told us about or ones that should have been disclosed when you took out the policy. Then if there are conditions we can’t cover, they’ll be excluded from your policy.

Exclusions are placed in line with our underwriting guidelines and based upon pre-existing conditions your pet has or had when you took out the policy. Our underwrtiting guidelines have been developed with input from an experienced veterinary surgeon.

There are some exclusions that would remain on the policy for its duration, but there are some that that can be reviewed after a period of time. In these cases, we’ll let you know the review period. If you’d like us to reconsider an exclusion at the end of a review period, which you’ll find on your Certificate of Insurance. Just let us know when you come to renew. We’ll take a look at your pet’s up to date medical history to see if the exclusion can be removed.

Does pet insurance cover dental work?

Yes, dental work is covered by your policy and included as part of your vet fees cover.

You will need to make sure your pet has regular dental check-ups, as advised by your vet. If dental treatment is recommended, this needs to be done within 6 months. Do that, and we’ll cover dental treatment for new illnesses or injuries provided they’re not related to a pre-existing condition.

We won’t cover dental crowns, root canals or fillings. We also won’t cover deciduous teeth treatment if your pet is over 16 weeks old when the policy starts.

You won’t be able to claim for dental treatment from an accident that happened in the first 3 days of your policy starting. For illnesses, you won’t be able to claim for a condition your pet came down within the first 14 days of your policy starting.

Does pet insurance cover my pet if I take them on holiday abroad?

Yes, we can cover your pet abroad. As an Argos Pet Insurance customer, included in your policy is cover for overseas treatment. As part of your vet fees, we cover treatment up to your policy limits, while you’re on holiday in countries included in the Pet Travel Scheme (PETS) for up to a maximum of 90 days per year.

You will need to follow the rules on pet travel, your pet will need to have valid pet travel documentation and all treatment must be carried out by a registered vet. To support your claim, we’ll need receipts for any treatment endorsed with the vet’s details, medical notes from the vet and a copy of your pet’s passport.

As well as overseas treatment, we can also help with other expenses while abroad. We can help towards emergency expenses such as accommodation and travel if your pet is too sick to come home and your return is delayed. If you lose your travel documents, we can help cover the cost of replacements. And if your pet needs to be quarantined due to their microchip failing or illness, we can also help towards those costs too.

How will I get my policy documents?

You’ll be able to receive your policy documents either through the Argos Pet Portal or by post.

When you take out your policy, to try and make everything a little easier for you, we’ll automatically send all your policy documents and information to the ‘Documents’ section of the Argos Pet Portal.

But if you prefer to receive these in the post, you can choose this option instead.

Is pet insurance worth it?

Though taking out pet insurance comes down to you, at Argos Pet Insurance, we do feel having dog or cat insurance cover is a must to make sure your furry friends are always protected.

Treatment for accidents and illnesses can be expensive, but having pet insurance can help cover those costs, so you don’t have to. There may be some things that we won’t be able to cover, for example, we don’t cover pre-existing conditions. But for any new medical issues your pet suffers from, we’ll be here for you.

At Argos Pet Insurance, you can choose between Time Limited cover or Lifetime Cover. Time Limited pet insurance covers your pet up to a set amount for 12 months from the treatment start date. Lifetime pet insurance covers your pet up to a set amount per year for the lifetime of the condition as long as you continue to renew each year.

What does Lifetime Cover mean?

Lifetime Cover pet insurance makes sure that if your pet comes down with a new illness or injury, it’s covered.* We’ll cover the cost of treatment and vet fees for the lifetime of the condition up to your policy limits as long at you renew with us each year.

Lifetime Cover lets you make multiple claims at a time, up to a set amount limit per year. And as long as you renew with us and there’s no break, we’ll reinstate your limit every year. Helpful if your pet does develop an ongoing illness or is just a little accident-prone.

*Pre-existing condition exclusions will apply.

What does Time Limited Cover mean?

Time Limited pet insurance means that if your pet suffers from an accident or develops an illness, the cost of their treatment will be covered up to a set limit for 12 months.*

Time Limited cover lets you make multiple claims at a time. And each claim has a set vet fee limit which expires after 12 months from when your pet was first treated for the condition. After 12 months or when the vet fee limit is reached, the condition you’ve claimed for will be permanently excluded.

*Pre-existing condition exclusions will apply.

What does Accident Only Cover mean?

Accident Only pet insurance covers you up to a set vet fee limit for any accidental injuries your pet suffers from.

Accident Only does not cover your pet for illnesses.

What does Maximum Benefit Cover mean?

Maximum Benefit pet insurance means that if your pet has an accident or suffers from an illness, the cost of the treatment will be covered up to a set vet fee limit.

Maximum Benefit cover lets you make multiple claims at a time, with a set vet fee limit for each condition. Once you’ve reached the vet fee limit for a single condition’s claim, the condition will be permanently excluded.

What animals do you insure?

Here at Argos Pet Insurance, we provide cover for cats and dogs with cover starting for your furry friend from 8 weeks old.

For cats, we offer new cover up to their 10th birthday. But if you’ve insured your cat with Argos before this birthday, and there isn’t a break in cover, we’ll continue to insure them beyond their 10th birthday.

For most dogs, we offer new cover up to their 8th birthday. However, there are some dog breeds that we can only offer new cover up to their 5th birthday. But if you insure your dog with us before these birthdays and continue to renew without a break, we’ll carry on providing cover for them year after year.

The dog breeds and crossbreeds of we can only provide new cover from 8 weeks old up to their 5th birthday are:
Beauceron, Bernese Mountain Dog, Bulldog, Bullmastiff, Deerhound, Dogue de Bordeaux, Estrela Mountain Dog, Giant Schnauzer, Great Dane, Irish Wolfhound, Leonberger, Mastiff, Neapolitan Mastiff, Newfoundland, Old English Bulldog, Old English Sheepdog, Poodle (Standard), Pyrenean Mountain Dog, Rhodesian Ridgeback, Rottweiler, Shar Pei, St Bernard, Standard Poodle, Tibetan Mastiff, Utonagan.

There are some breeds and crossbreeds of dog that we can’t cover. These are:
American Bull Dog, American Indian Dog, American Pit Bull, American Staffordshire Terrier, Bandogs, Boerboel, Bully Kutta, Canary Dog, Cane Corso, Czechoslovakian Wolfdog, Dingo, Dogo Argentino, Dogue Brasileros, Fila Brasilerio, Gull Dong, Husky Wolf Hybrid, Irish Blue Staffordshire Terrier, Irish Staffordshire Terrier, Saarlooswolfhound, Japanese Tosa, Tosa Inu, Pit Bull Crosses, Pit Bull Terrier, Wolfdog, Wolf Hybrid.

Are there any breeds which aren't covered?

There are some dog breeds and crossbreeds of which we cannot provide dog insurance. These are:

American Bull Dog, American Indian Dog, American Pit Bull, American Staffordshire Terrier, Bandogs, Boerboel, Bully Kutta, Canary Dog, Cane Corso, Czechoslovakian Wolfdog, Dingo, Dogo Argentino, Dogue Brasileros, Fila Brasilerio, Gull Dong, Husky Wolf Hybrid, Irish Blue Staffordshire Terrier, Irish Staffordshire Terrier, Saarlooswolfhound, Japanese Tosa, Tosa Inu, Pit Bull Crosses, Pit Bull Terrier, Wolfdog, Wolf Hybrid.

We also don’t provide insurance for feral cats.

What is Third Party Liability pet insurance?

Third Party Liability for dog insurance is additional cover included in your policy which covers your legal liability, costs and compensation in the event of your dog injuring another person or damaging another person’s property. Our Third Party Liability covers you up to £2 million.

We can’t provide Third Party Liability cover for Akitas or Neapolitan Mastiffs, and crossbreeds of those breeds. We also can’t provide Third Party Liability cover for dogs who have a history of aggressive or destructive behaviour. In these circumstances, your premium will be adjusted down to reflect this.

Also, there are some circumstances where your dog will not be covered for Third Party Liability. These are if you take your dog to work, have customers or clients visiting your home for work reasons or if you keep your dog on licensed premises. During these times, your dog will not be covered. However, at all other times, they would be.

Do I get a multi-pet discount if I insure more than one pet?

Yes, you will get a discount if you insure more than one pet. For each pet policy you take out, our multi-pet discount will automatically be applied to your total price. Insure 2 pets and you’ll get £24 off, 3 pets and you’ll get £36 and so on. It basically works out as £1 per pet per month. Each pet will have their own policy, and once they’ve all been set up, we’ll send you separate confirmations. As each pet has its own policy, it will mean that you’ll see separate payments for each pet on your bank statement.

How do I make a complaint?

If you need to make a complaint, there are 3 ways in which you can do this.

1. You can log in to the Argos Pet Portal and navigate to the ‘Need help?’ section where you can complete a ‘Contact us’ form, and one of the team will be happy to help you.

Click here to log in to the Argos Pet Portal.

2. You can give us a call on 0344 543 1053. Lines are open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

3. You can write to us at:

Argos Pet Insurance,
Customer Relations Department,
Pinnacle House,
A1 Barnet Way,
Borehamwood,
WD6 2XX

We aim to turn all complaints around within 4 days. Once we do, we’ll send you a summary resolution communication to confirm we believe the complaint has been resolved. If we’re unable to resolve your complaint within 4 days, we’ll send you a letter acknowledging your complaint. And we’ll keep you updated as the process moves forward or if we need any further information. As required by the Financial Conduct Authority, we aim to have everything resolved within 8 weeks.

If you’re unhappy with our decision, you have the right to take up your complaint with the Financial Ombudsman Service. This must be done within 6 months of our summary resolution communication or final decision letter.

You can contact the Financial Ombudsman Service by:

Phone:
0800 023 4567/0300 123 9123

Post:
Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR

Website:
www.financial-ombudsman.org.uk

We always try to resolve any complaint to put things right. However, if you have already contacted us and we have not resolved your complaint to your satisfaction, you may wish to use the European Commission’s Online Dispute Resolution service. This is an online portal designed to help consumers who have bought goods or services online to conduct dispute resolution.

What happens if my pet goes missing and am I covered?

If your pet goes missing, Argos Pet Insurance can also help towards local advertising costs and a reward with Finding your Pet and Loss through Theft or Straying included in your policy. Please see the top of the page for the policy document.

If your dog goes missing and they’re not microchipped, you will not be able to make a claim for Finding your Pet or Loss through Theft or Straying.

Having a pet going missing can be extremely worrying, so knowing what to do if this happens is helpful to know.

As soon as you realise your pet has gone missing, you should search areas you know they’re familiar with. You should report them missing to the vets nearest to where they went missing as well as vets in the area. You should also report them missing to the local authority wardens and any local rescue centres.

If your pet is handed in to any of these, they’ll be able to scan your pet’s chip and help you be reunited. That’s why it’s important to make sure your pet is microchipped – it’s the law that all dogs must be microchipped. And also to make sure the information stored on the chip, such as your address and phone number, is up to date.

What is Argos Vet Assistance?

If you ever have a concern or query about your pet’s health, wellbeing or care, Argos Vet Assistance is here for you. For Argos Pet Insurance customers, our qualified vet nurses are available 24/7 to help you with anything related to your pet.

Whether your pet’s a little under the weather or if you need some pet advice, our vet nurses are available over the phone or through Live Chat whenever you need them – that’s why it’s available 24/7 365 days a year.

Log in to the Argos Pet Portal and navigate to the ‘Argos Vet Assistance’ section. There you’ll be able to read more about the service and start a Live Chat with one of our vet nurses.

Click here to log in to the Argos Pet Portal.

Alternatively, you can call them on 0303 334 0795.

Will my premium go up if I make a claim?

Making a pet insurance claim won’t have an effect on your existing premium, but it can affect your premium when it comes to your renewal price. As your pet gets older, age-related claims tend to become more common, and as a result, these are factored into your renewal premium.

It’s worth knowing that there are some times where we’ll need to adjust your premium in your policy year. This happens where new information comes to light, such as when you make a claim, that we weren’t previously aware of. For example, you may have mistakenly entered the wrong breed or age when you took out your policy (it can happen). Or if you move house, as we factor an area’s vets fees into your premium.

In these instances, your premium could be backdated or if it relates to a claim, the claim could be affected.

What's the claim process and how long will it take?

We aim to assess and complete your claim as soon as possible. It can be difficult to put an exact time on this as when it comes to vet fee claims, we do have to make sure we have all the information from you and the treating vet we need. Because we need to get this information from your vet, we are reliant on them getting it back to us promptly.

Once we do have all the information we need from you and your vet, we would hope to complete your claim in 5 working days. Though sometimes it may take a little longer. When we come to complete the claim, if we’re paying you, we’ll make the payment to the account you pay your premiums from. At this time we’re unable to make payment to credit cards or savings accounts. Remember if you have an excess payable, as can be found on your Certificate of Insurance or on the Argos Pet Portal, then you are liable to pay this amount direct to the vet.

To make our vet fees claims process clearer for you, the 5 steps are:

1. Submitting your claim
2. Awaiting vet completion
3. Claim received
4. Pending Approval
5. Claim completed

To help you keep track of your claim, we’ll send you updates to keep you in the loop. We’ll do this through messages in the ‘Documents’ section of the Argos Pet Portal. If you’ve signed up for SMS, we’ll also send you text messages.

If you’ve chosen to receive your documents by post, we’ll keep you updated through letters.

Coming soon to the Argos Pet Portal will be another handy way to track your claims online. On the ‘My claims’ homepage, you’ll be able to see your claim progress through our vet fee claims process.

How do I make a claim?

The easiest way for you to make a claim is through the Argos Pet Portal.

In the portal you can make an online claim for vet fees, and also download claim forms for:

• Holiday cancellation
• Hospitalisation
• Loss, Theft and Straying
• Purchase price
• Third Party Liability
• Travel benefits

To make a claim for vet fees, all you need to do is log in to the Argos Pet Portal and click the ‘Make a claim’ button on the homepage. You’ll be directed to our online vet fees claim form. Just complete all the details, including the treating vet’s details and submit the form. Once your claim is submitted, we’ll keep you updated and let you know the outcome when it’s completed.

To make another type of claim, like the ones listed above, log in to the portal and click the ‘My claims’ link in the left-hand navigation. There you’ll be able to download the form you need. Complete the form and follow the instructions to submit it.

Click here to log in to the Argos Pet Portal.

Alternatively, you can give us a call on 0344 543 1053. Lines are open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

Can you make payments directly to my vet?

Yes, we can make payments directly to your vet. When your pet receives treatment, just make sure the treating vet is happy for the claim to be paid that way. Just so you know, we can only pay vets by bank transfer.

When you complete your claim form, under the ‘Payment details’ just select that we pay the ‘Treating vet’ and we’ll take care of it.

How can I keep track of my claims?

To help you keep track of your claim, you’ll receive updates as to your claim’s progress. You’ll be able to find these in your messages in the ‘Documents’ section of the Argos Pet Portal. If you’ve signed up for SMS, we’ll also send you text messages to help keep you updated.

Click here to log in to the Argos Pet Portal.

If you’ve chosen to receive your documents by post, we’ll keep you updated through letters.

Coming soon to the Argos Pet Portal will be another handy way to track your claims online. On the ‘My claims’ homepage, you’ll be able to see your claim progress through the process.

If my claim's been rejected, can I appeal a claim decision?

If you’ve submitted a claim and it’s been rejected, and you wish to appeal, there are 3 things you can do.

1. Log in to the Argos Pet Portal and navigate to the ‘Need help?’ section where you can complete a ‘Contact us’ form, and one of the team will be happy to help you.

Click here to log in to the Argos Pet Portal.

2. You can give us a call on 0344 543 1053. Lines are open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

3. You can write to us at:

Argos Pet Insurance,
Customer Relations Department,
Pinnacle House,
A1 Barnet Way,
Borehamwood,
WD6 2XX

Is there anything that can be done to reduce my premium?

If you need to reduce your premiums, it’s worth getting in touch with us so we can discuss your options.

One way you can potentially reduce your premium at your renewal is to step down your level of cover. However, if you’re already on our lowest levels of cover, you won’t be able to do this.

If you can step down, as an example, your Time Limited £4,000 cover would change to Time Limited £2,500, and your premium would reduce with it. Though if you do step your cover down, you wouldn’t be able to step up again. If you wanted to step back up again, you would need to take out a brand new policy, subject to new policy upper age limits and exclusions relating pre-existing conditions would then apply.

Give us a call on 0344 543 1053. Lines are open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

Why does moving house affect my premium?

Vet’s fees vary throughout the country, so a change of address can affect your premium as vet fees in different areas may be cheaper or more expensive. If you are moving, you’ll need to let us know so we can update your details, we may also have to adjust your premium.

If you need to make any changes, log in to the Argos Pet Portal and navigate to the ‘Need help?’ section. Fill out a ‘Contact us’ form, one of the team will be happy to help you.

Click here to log in to the Argos Pet Portal.

Alternatively, you can give us a call on 0344 543 1053. Lines are open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

If we do need to adjust your premium, please be aware that the change will be with immediate effect and not at renewal, and could be backdated if we were not made aware before you move.

How do I change my pet's details?

If you need to change any of your pet’s details, you need to let us know as soon as possible. Mistakes in your pet’s details, such as getting their breed or date of birth wrong can affect your policy and your premium.

If you need to make any changes, log in to the Argos Pet Portal and navigate to the ‘Need help?’ section. Fill out a ‘Contact us’ form, one of the team will be happy to help you.

Click here to log in to the Argos Pet Portal.

Alternatively, you can give us a call on 0344 543 1053. Lines are open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

If we do need to adjust your premium, please be aware that the change will be with immediate effect, not at renewal and could be backdated.

How do I change my address or contact details?

Changing your contact details is easy in the Argos Pet Portal, all you need to do is log in and navigate to the ‘Account details’ section and just click ‘Edit details’.

There you can update and add extra phone numbers, update your email address, and if you’ve changed your surname, you can change that too. Be aware though, if you update your email address, this will change your portal login credentials.

You won’t be able to change your address details, as this can affect your premium, you’ll need to get in touch for that. Just navigate to the ‘Need help?’ section and fill out a ‘Contact us’ form, one of the team will be happy to help you.

Click here to log in to the Argos Pet Portal.

Alternatively, you can give us a call on 0344 543 1053. Lines are open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

How do I change my payment details?

If you need to change your Direct Debit or your payment date you’ll need to give us a call on 0344 543 1053. Lines are open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

It’s not quite there yet, but we are working on making this a feature of the Argos Pet Portal.

How do I change how you contact me?

Changing the way we contact you is easy in the Argos Pet Portal. All you need to do is log in and navigate to the ‘Account details’ section and open ‘Communication preferences.’

There you can change how we send you policy communications, service communications and SMS text messages.

You can receive your policy communications either online via email and the Argos Pet Portal or through the post. If you prefer these by post, all you need to do is select the ‘Post’ button, your preference will be saved and all future policy communications will be sent through the post. If you decide to receive them online, just select the ‘Online’ button.

For Service and SMS communications, you can set your preference by selecting either the ‘Yes’ or ‘No’ buttons.

Click here to log in to the Argos Pet Portal.

Alternatively, you can give us a call on 0344 543 1053. Lines are open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

How do I cancel my policy?

If you wish to cancel your policy, please call 0344 543 1053.

We’re open Monday to Friday 8am-6pm. Saturday 9am-1pm. Calls may be recorded.

Or you can write to us at:

Argos Pet Insurance,
Pinnacle House,
A1 Barnet Way,
Borehamwood,
WD6 2XX

If you cancel your policy within 14 days of the start date or renewal date, we’ll make a full refund of any payment you made in that policy year. If you cancel after 14 days, you’ll still be eligible for a refund, subject to the terms and conditions of your policy. If you have made a claim on your policy before cancelling, you won’t be eligible for a refund.

What is the Argos Pet Portal?

Just for Argos Pet Insurance customers, the Argos Pet Portal has been designed to make managing your pet insurance policies easier for you.

Once you’ve taken out a policy, we’ll send you instructions on how to register. And once you’re registered, you can log in and get to know its features.

Logged in, you’ll find a personalised online space featuring your and your pet’s details, ability to make claims and help when you need to contact us.

Click here to log in to the Argos Pet Portal.

How do I register for the Argos Pet Portal?

Once you’ve taken out an Argos Pet Insurance policy, we’ll send you an email with a link and all the instructions you need to register for the Argos Pet Portal.

It’s not complicated, once you’ve received this email, all you need to register is:

• Either the email address you took your policy out with or your policy number
• The postcode associated with your policy
• Your date of birth

We need this to verify your policy and to set up the Argos Pet Portal for you.

Once you’ve set your password, we’ll send you another email to verify your account. Follow the instructions in the email, and then you’ll be able to log in and get to know the portal’s features.

If you haven’t registered already, click here to register for the Argos Pet Portal.

How do I log in to the Argos Pet Portal?

Once you’ve registered for the Argos Pet Portal, all you need to log in is the email address you took out the policy with and your password.

Click here to log in to the Argos Pet Portal.

To make everything that little bit easier for you, we recommend saving the address of the portal in your web browser, so you don’t have to search for it when you need it. Also, if you ever change your email address in the portal, this will change the email address you need to log in with.

What can I do in the Argos Pet Portal?

In the Argos Pet Portal, you can:

• Keep an eye on your cover
• Download your documents, including Welcome Pack with your Certificate of Insurance
• Change personal details
• Live Chat vet nurses with Argos Vet Assistance
• Make a vet fee claim online
• Contact us

You won’t be able to make any changes to your policy that would change your premium, for those you’d need to contact us.

Click here to log in to the Argos Pet Portal.

The Argos Pet Portal is there for you, and we’ll be working on it and updating it with new features to make managing your pet policy as easy as possible for you.

How much cover do I have?

At the start of your policy, you know how much cover you have but after a while and perhaps a few claims later, it can be tricky to keep track of.

That’s where the Argos Pet Portal can come in handy. Log in, and you’ll be able to see all your claims, how much cover you’ve used and how much you have left.

Click here to log in to the Argos Pet Portal.

Important Information

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.