Pets, Vets and Pet Insurance

Vets must publish price lists for standard care (larger businesses by about December 2026, smaller by about March 2027). Written prescription fees will be capped at £21 for the first medicine and £12.50 for each extra one, from about March 2027 (larger) or September 2027 (smaller). source

You must get a written estimate when treatment is likely to cost £500 or more, with an update if it is likely to rise by 20% or £500, whichever is lower (from about June 2027 for larger businesses, September 2027 for smaller). source

Practices must publish their complaints process, acknowledge complaints within 5 working days and give a full response within 8 weeks, then take part in mediation if you wish. These rules apply by about March 2027. source

Vet services must be carried out with reasonable care and skill. If not, you can ask for the work to be redone or for a price reduction. source

Common pet insurance complaints include claims refused for pre-existing conditions, exclusions such as dental treatment, price rises, excesses, co-payments and limits, and backdated exclusions. source

Annual policies cover a condition for 12 months; lifetime policies cover your pet for life as long as you renew; some are accident and illness only; trial cover usually lasts four weeks. source

The Financial Ombudsman looks at vet records, the policy terms and what you were told when you bought the policy. It can tell the insurer to put things right and pay for distress or inconvenience. Complain to the insurer first. source