We’ve made some important changes to our pet insurance policies
We want your pets to live their best life, so we’re always looking to improve your pet insurance. We regularly review our plans to help keep them affordable and offer cover that meets the needs of you and your pet.
Here’s a summary of our most recent changes
-
Countdown pet insurance – an overview of plan updates from 1 December 2024
- Summary of updates
-
New policy documents (effective from 1 December 2023)
- PetCare policy document
- AcciPet policy document
-
Previous policy documents
- PetCare policy document
- AcciPet policy document
For more information on product changes, including our product change archive head to our customer product page.
Frequently asked questions
Why have you made changes to my plan?
We’re always looking at what we can do to improve our plans and give our customers more choice. These changes have been made:
- To help ensure that we can continue to offer affordable cover as costs increase and our customers face increased economic pressure.
- To give our customers more choice – and improve their ability to customise their plan and premium to suit their needs, while still providing the cover they want for unexpected vet bills.
- To make our plans easier to read and understand by using ’plain language’ wording in our policy documents.
How did you decide what to change?
When we review our plans, feedback from customers is an important part of those reviews, as well as the changing needs of cover. These factors help us to decide which changes will give our customers the best value, balancing benefits with premium affordability.
Can I share feedback for future updates?
We love hearing from our customers. To send us feedback or suggest future improvements, contact us here. We also send out surveys from time to time, this is a great way to let us know your thoughts or suggestions for improvement.
My pet had treatment prior to the date that the policy change came into effect – will this impact what I am entitled to claim?
No. Claims for qualifying treatment received before your renewal date will be covered on the policy terms that applied on the date of treatment. These changes only apply to treatment that takes place on or after your renewal date.