Existing Pet Insurance Customers

What do you want to do?

Renew your policy

We’ll send you a reminder before your current policy expires. This will explain what you need to do to renew your pet insurance with M&S for another year. If you don’t receive a reminder, or you need to change your policy before you renew it, call our renewals team on 0800 731 4280.

Make a claim

If you need to make a claim, you should call us as soon as possible on 0800 980 8750. Lines are open from 8am-6pm Mon-Fri and 9am-1pm Sat. Make sure you’ve got your policy number when you call.

Change your cover

To make changes to your cover or cancel your policy, call our customer services team on 0800 980 8740 – you’ll need your policy details to hand.

Make a complaint

We want to provide an excellent service to all our customers, but we’re aware that things can sometimes go wrong. We take every complaint we receive seriously – and we do everything we can to resolve problems quickly.

If you’re disappointed with any aspect of our service, please call or write to us, quoting your policy or claim number. You can call us on 0800 980 8740. Or write to M&S Pet Insurance, 35 Friday Street, Henley-on-Thames, Oxfordshire, RG9 1RX.

Get medical advice

If you’re worried about your pet’s health and you can’t speak to your usual vet, you can call Vetfone on 0800 980 5583. It’s a free 24 hour helpline, manned by qualified vet nurses.

Get legal advice

Want to know more about your legal responsibilities as a pet owner? Need advice on what to do if your pet’s involved in an incident? Call our 24 hour legal advice line on 01737 815 248.

Speak to a bereavement counsellor

The death of a family pet is a difficult time. If you’d like to talk to someone, our bereavement counsellors are on hand to give comfort, advice and support. You can call them anytime, day or night, on 01737 815 248.