What's your question about?
Buying your policy
When does my cover begin?
Your M&S Pet Insurance policy starts from the date you choose when taking out your cover.Bear in mind, if you're taking out a brand new policy, you won't be able to claim for accidents or poisoning that occur in the first 3 days or any illnesses that begin or show symptoms in the first 14 days. But if you're switching to M&S Pet Insurance from a policy that was in place for longer than 14 days and there's no gap in your policies, we can cover these straight away. If you do claim, you will need to provide proof of your previous cover.
Pre - existing conditions are not covered.
Are there age limits on new pet insurance policies?
Yes, there are age limits on new pet insurance policies:- New cat policies are available on pets from 8 weeks to 10 years old
- New dog policies are available on most breeds from 8 weeks to 8 years old
- New policies are available on selected dog breeds* from 8 weeks up to 5 years old
Don't worry about your pet as they get older. As long as you have them covered before these ages, and you continue with our cover, we'll carry on looking after your pet.
* New policies are only available on the following breeds up to 5 years old: 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
Will the cost of my insurance go up every year?
You should expect the cost of your insurance to go up every year with the age of your pet. That's because as your pet gets older, they are more likely to suffer age-related conditions so you're more likely to make a claim.When it comes to price increases, we look at several things, including:
- Your pet's breed and age
- Where you live (vet prices vary across the country)
- Any previous claims
- Vet fees
- Our view on expected future claims
There's no limit on price increases and these could be significant, both annually and over the lifetime of the cover. Additionally, your insurance price could double at the point of renewal, if a claim is paid on your policy.
Can I reduce the cost of my cover?
We understand that many bills are increasing right now. So, if you're worried about the affordability of your policy, please get in touch. Our team can check if there are any options to help make your cover more affordable.- If you took out a policy after 12 Nov 2025 or renewed on or after 27 Jan 2026, call 0344 543 1107
- If you took out a policy before 28 Oct 2025, and either haven't renewed yet or last renewed before 27 Jan 2026, call 0800 980 8740
What is set excess?
Your set excess is the fixed amount you're required to pay towards a claim. For Lifetime policies, the set excess is payable per condition, per year. For Max Benefit and Time Limited policies, the set excess is payable per condition.For more details on your excess payments, check out your Certificate of Insurance which is available to view on the M&S Pet Portal.
What is voluntary % excess?
Voluntary % excess is a percentage excess that you can choose to lower the price of your policy. If you were to make a vet fees claim, the excess you pay would be your set excess plus the voluntary % excess of the claim amount. Voluntary % excess will be payable on each vet fees claim.If you choose a higher voluntary % excess, you can lower your price, but you will pay more when you claim.
Is my pet covered for pre-existing conditions?
No. Pre-existing conditions aren't covered. These include illnesses, injuries or symptoms that you or your vet may be aware of before taking out your policy. Failure to declare pre-existing conditions could affect your ability to make a claim in the future.Accidents that happen in the first 3 days or illnesses occurring in the first 14 days of your policy start date are not covered either.
But if you switch to M&S Pet Insurance with proof that your previous policy was in place for longer than 14 days and runs to the start date of the new policy, these exclusion periods won't apply and you'll be covered immediately.
Do you cover all dog breeds?
No, we're unable to cover some dogs and their crossbreeds.We're unable to cover dog breeds falling under the Dangerous Dogs Act 1991 and/or the Dogs (Muzzling) Regulations (Northern Ireland) 1991 on any new policies taken out after 12 Nov 2025, as well as any American Bulldog, American Indian Dog, American Pit Bull Terrier, American Staffordshire Terrier, American Bully, Bandog, Boerboel, Bully Kutta, Canary Dog, Cane Corso, Czechoslovakian Wolfdog, Dingo, Dogo Argentino, Dogue Brasileiro, Fila Brasileiro, Gull Dong, Husky Wolf Hybrid, Irish Staffordshire Blue Bull Terrier, Irish Staffordshire Bull Terrier, Japanese Tosa, Pit Bull Terrier, Saarlooswolfhound, Tosa, Tosa Inu, Wolf Hybrid, Wolfdog, XL Bully, or any dog crossbred with these breeds.
Additionally, any dogs with XL Bully characteristics are not covered. You must establish your dog's characteristics and whether they meet the Government's XL Bully definition. New policies will be cancelled from the start date and no claims will be paid if it's later discovered that your dog meets the XL Bully criteria.
We do cover the following breeds and their crossbreeds: Akita, Cirneco dell'Etna, Dogue de Bordeaux, Japanese Akita, Korean Jindo, Mexican Hairless, Neapolitan Mastiff, Northern Inuit/Eskimo Dog, Portuguese Podengo, Seguguio Italiano, Shar Pei, and Utonagan, but we do not cover them for third party liability.
What does M&S Pet Insurance cover?
M&S Pet Insurance can help soften the financial blow of unexpected vet bills, by covering illnesses and accidents up to a fixed vet fee limit. We have three types of cover and a range of cover levels to choose from:- Lifetime - covers up to a vet fee limit which resets each year
- Max benefit - covers each condition up to a vet fee limit
- Time limited - covers each condition up to a vet fee limit or for 12 months from the first treatment, whichever happens first.
Our policies also come with additional benefits like help with complementary treatments, physiotherapy, dental care and access to a qualified vet team with Petcall.
Once you've bought your policy, you won't be able to increase your cover without cancelling your policy. So it's wise to make sure the cover you choose is enough now and in the future.
Pre-existing conditions aren't covered. This includes any conditions or symptoms that you or your vet may have been aware of before the policy start date.
Managing your policy
Who underwrites my policy?
If your policy was taken out after 12 Nov 2025 or renewed on or after 27 Jan 2026Your policy is underwritten by Pinnacle Insurance Ltd. Your policy number will begin: PETMS.
If your policy was taken out before 28 Oct 2025 or you renewed your policy before 27 Jan 2026
Your policy is underwritten by Royal & Sun Alliance Insurance Ltd (RSA). Your policy number will begin: RSAP. Click here for more information about your policy.
If in any doubt, please refer to your policy documents.
How can I make changes to my pet insurance policy?
You can make changes to your policy details in a couple of different ways depending on when you purchased your cover:If you took out your policy after 12 Nov 2025 or renewed after 27 Jan 2026
You can manage your details in the M&S Pet Portal. Need help amending your details? Message us in the 'Contact us' section of the portal and our team will be happy to help. Click here to log in to the M&S Pet Portal.
If you took out a policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026
Give our Customer Services team a call on 0800 980 8740 or email contact@insurancepet.marksandspencer.com to manage your policy details.
Please note that changing your policy details may affect the price of your insurance.
Can I cancel my policy?
We're sorry to hear that you want to cancel your M&S Pet Insurance policy.- If you're in the first 14 days of the policy and haven't made a claim, you can cancel and get a complete refund of any payments made.
- If you're outside of the initial 14-day period and haven't made a claim, you can still cancel. If you paid annually your payment will be refunded on a pro-rata basis.
The process for cancelling your policy is different depending on when you took out your cover:
If you took out your policy after 12 Nov 2025 or renewed after 27 Jan 2026
You can cancel in the 'Pet Policies' area of the M&S Pet Portal. Click here to log in to the M&S Pet Portal.
If you took out a policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026
Please call 0800 980 8740
What is the M&S Pet Portal?
The M&S Pet Portal our online hub makes it easy to view and track the details of your cover, view policy documents, submit vet fee claims and speak with the Petcall team 24 hours a day, 365 days a year.It's available to any M&S Pet Insurance customer who bought their policy after 12 Nov 2025 or who have renewed their policy after 27 Jan 2026.
Click here to log in to the M&S Pet Portal.
Only customers who are registered for the portal can access it. If you bought a policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026, you won't be able to register yet. We'll send you an invite to register for the portal with your renewal information.
How easy is it to register to the M&S Pet Portal?
Registering for the M&S Pet Portal couldn't be easier.When you buy your policy, we can register you for the portal then. We take the email address you use on the policy and you set the password. Once your policy's set up, we send you a verification email, click the verification link and you can log in once you've bought the policy.
If you received your renewal information after 27 Jan 2026, all the registration details you need are in your renewal information.
If you haven't registered, you can register here.
Only customers who are registered for the portal can access it. If you bought policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026, you won't be able to register yet. We'll send you an invite to register for the portal with your renewal information.
How to log in to the M&S Pet Portal?
You can access the M&S Pet Portal using the email address attached to your policy and the password you set when you registered.Click here to log in to the M&S Pet Portal.
Only customers who are registered for the portal can access it. If you bought policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026, you won't be able to register yet. We'll send you an invite to register for the portal with your renewal information.
How to make a claim?
The way to make a claim on your M&S Pet Insurance varies depending on when you took out the policy.If you took out a new policy after 12 Nov 2025
You need to submit claims in the M&S Pet Portal. Click here to log in to the M&S Pet Portal.
Alternatively, you can submit a paper claim form. You can download the form from the M&S Pet Portal or give us a call on 0800 038 1183 and we'll send you one. Complete the form and then hand it to your vet; they'll complete their part and send it directly to us. Please bear in mind that if you submit a paper claim form, it can take longer to process and complete your claim.
If you took out a policy before 28 Oct 2025 or you last renewed your policy before 27 Jan 2026
You can complete our online form here.
Contact & complaints
What is Petcall?
Our Petcall service gives you 24/7 access to an RCVS qualified vet team 365 days a year with no appointment.Use the M&S Pet Portal live chat or the dedicated helpline 0333 332 3957 to discuss everything from accidents and illnesses to unusual symptoms and behavioural conditions with trained experts.
If your vet needs to see your cat or dog, the Petcall team can arrange a virtual assessment via video call.
If you require urgent care, do not hesitate to contact your vet practice first.
Our Petcall team will not be able to discuss anything related to your policy.
How to contact us?
For enquiries such as changing your cover, making a complaint, managing payments, or cancelling your cover:- contact@insurancepet.marksandspencer.com
- 0800 038 1183
For general information about your policy and seeking advice, call 0344 543 1107
How do I make a complaint?
The process for making a complaint will depend on when you took out your policy.If you took out cover after 12 Nov 2025 or renewed an existing policy after 27 Jan 2026
You can submit a complaint in the M&S Pet Portal via our "Contact us" page. Click here to log in to the M&S Pet Portal.
If you took out a policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026
Please call 0800 980 8740 or you can email us at mandspet@uk.rsagroup.com
When you submit a complaint please be sure to provide plenty of detail so that our team can offer as much assistance as possible.
Marks and Spencer plc is an introducer appointed representative of Pinnacle Insurance Ltd which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (register number 110866). Registered Office: 4th Floor, Limelight, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH. M&S Pet Insurance is a trading style of and arranged, administered & underwritten by Pinnacle Insurance Ltd. Marks and Spencer plc and Pinnacle Insurance Ltd are not part of the same corporate group.
Marks and Spencer plc receives from Pinnacle Insurance Ltd a percentage of the payment amount you pay for your pet insurance. The payment is for introducing customers to Pinnacle Pet Insurance products and to cover the costs Marks and Spencer plc incurs by offering promoting insurance products to our customers. The payment received by Marks and Spencer plc may varies depending on the insurance product
At M&S your privacy is important to us. View our Privacy Notice here.
Marks and Spencer plc receives from Pinnacle Insurance Ltd a percentage of the payment amount you pay for your pet insurance. The payment is for introducing customers to Pinnacle Pet Insurance products and to cover the costs Marks and Spencer plc incurs by offering promoting insurance products to our customers. The payment received by Marks and Spencer plc may varies depending on the insurance product
At M&S your privacy is important to us. View our Privacy Notice here.