MiPet Cover Policies IFL

Insurance Factor Limited / Markerstudy with policy start date on or before 30th April 2025

Contact DetailsClaimsFAQsComplaintsPolicy Documents

Contact Details

Renewal Services

Renewals:

0808 164 7999
Customer Services

Customer Service:

0808 164 8008

Mon – Fri: 08:00 – 20:00
Sat: 09:00 – 14:00

Claims Services

Claims:

0808 164 8001
Mon – Fri: 09:00 – 18:00
Sat: 09:00 – 14:00
Mon – Fri: 08:00 – 20:00
Sat: 09:00 – 14:00
Mon – Fri: 09:00 – 18:00
Sat: 09:00 – 14:00

How to make a pet insurance claim

While dealing with your claim, feel free to ask them anything that’s on your mind. They’re fully trained to provide honest support, no matter your situation.

On average, we typically aim to process claims within 4 weeks once all supporting information has been provided. However, we are currently experiencing delays. As a result, it may take longer than usual to process your claims. We sincerely apologise for any inconvenience this may cause. Please rest assured that our team is working hard to speed up the process and improve our response times as soon as possible. We would like to thank you for your patience and understanding.

Providing your claim is for treatment received during both Insurance Factor Limited and Petcover administration then the claim will be split and assessed by both and will take longer to process. Due to the additional assessment on these claims the turnaround time can take up to 6 weeks.

Multi pet insurance

Making a claim has never been easier…

Stethoscope and cross

Step 1 - Notify your surgery

If your veterinary fees are above your excess and you would like to submit a claim for treatment, the first step is to notify your veterinary surgery of your intention to claim.

Be sure to update your veterinarian with your MiPet Cover policy number.

You need to notify the MiPet Cover insurance team within 60 days of treatment if you would like to make a claim.

Computer

Step 2 - Making your claim

If your veterinarian is equipped to make electronic claims, you can fill in an electronic claim authorisation form for each condition at your veterinary surgery.

They will submit your claim directly to the MiPet Cover pet insurance team, who aim to process claims within four weeks* OR you can download a claims form (PDF 177KB) to submit to your veterinary surgeon.

*From receipt of all required information. Ensuring you and your vet have provided all relevant supporting information, will help us reduce handling time and speed up the assessing time.

Cat and dog

Step 3 - We’ll be in touch

Relax while we handle your claim.

Our expert team will evaluate your claim. If we need any more information, we will contact your veterinary surgeon directly or yourself for any details we may be missing.

If you would like to check the status of a claim, please call the MiPet Cover claims line on 0808 164 8001.

 

FAQs

Pet insurance is important, but it doesn’t have to be complicated. We’ve listened to our customers and put their most important questions for you here. If you can’t find what you need, don’t worry. You can always get in contact with us. Our teams are fully trained to give an honest, transparent and efficient service, no matter your situation.

FAQs related to the migration in providers

When do MiPet Cover Insurance policies start to transfer to the new underwriter and administrator?

Existing clients will move over from their replacement policy start date on or after the 1 May 2025 through until the last policy transfers. This is assuming you have agreed to the data transfer letter which will be sent to you prior to replacement policy pack.

How will I be informed of the changes?

You will initially receive an opt-out letter detailing the change of provider. This will allow you to call or email your intention to decline your data being transferred to the new provider if you choose. If you do nothing during the opt-out period then prior to your renewal you will receive a replacement invitation from the new providers.

What happens if I opt out of having my data transferred to the new providers?

You will receive a letter confirming that your policy will cease on your renewal date. This means no further cover will be provided for claims related to events happening on or after this date. Any health conditions currently being covered on your MiPet Cover policy may not be covered with another insurer.

If you wish to change your mind, please call Insurance Factory Limited on 0808 164 7999 as soon as possible to advise that you would like to receive your replacement policy pack. Your details will then be passed to the new provider who will generate a quote for your replacement policy.

Who is going to be the new underwriter and administrator for MiPet Cover Insurance?
The new underwriter will be the Allianz Insurance plc (Allianz)
The new administrator will be PetCover EU Limited (Petcover) who will be responsible for all customer service.
How will I know if a policy is with Insurance Factory Limited or PetCover?

Any replacement policy continued on or after the 1st of May 2025 will be with Petcover and Allianz.

Policies with renewal dates on the 30th of April 2025 or before will be with Insurance Factory Limited.

All policies with IFL start with either MPC or MPH.

All policies with Petcover start with the first 4 letters of the policy holder’s surname.

What do I do if treatment dates span over the two policies?
If the treatment starts before the policy transfers to Petcover but continues after this date the costs will be split. Any costs for treatment that takes place prior will be going to Insurance Factory Limited and any costs for treatment after this date to Petcover. All claims should be submitted to Insurance Factory Limited who will assess your claim based on all treatment/costs prior to your replacement policy starting. They will then forward the remainder of the claim on to PetCover to assess their portion of the claim.
Will I be informed of the change in underwriter?
In advance of your policy replacement start date, you will receive a letter asking if you wish to opt-out if you do not want your data to be transferred and decline the replacement policy from the new underwriter and administrator. If you have opted to receive a replacement policy your new replacement policy pack will be sent in advance of your replacement policy start date.

This will detail your coverage, any changes and the price for the forthcoming year.

Will I have cover for conditions I have already claimed for?
If your current policy covers an illness or injury, Allianz and Petcover will continue to provide cover for this, up to the limits on your replacement MiPet Cover policy. This is providing you accept the replacement policy with them, with effect from the date your current policy expires. Just remember, if your pet is covered on the ‘Annual’ or ‘365 Flex’ plans, an illness or injury is only covered for 12 months and this time period may already have been reached before your replacement MiPet Cover policy starts.
Will there be any changes to the policy terms and conditions?
There will be some changes to cover and policy terms and conditions, and these will be detailed in the Key Changes document that will be sent with your replacement policy pack.
Will I retain our multi-pet discount?
Yes, you will retain your discount as long as there is not break in cover.

Complaints

At MiPet Cover, we are committed to providing you with an exceptional level of service and customer care.

We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens, we want to hear about it so that we can try to put things right.

If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team. This can be done either by calling us, emailing or writing to us using the details below.

Telephone:
0808 164 8001

Email:
[email protected]

Address:
MiPet Cover Pet Insurance, Floor 2, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN

You can find our full complaints procedure in our pet insurance policy.

Complaints Procedure

We will acknowledge your complaint promptly, normally within five days unless exceptional circumstances apply. The complaints department will investigate your complaint impartially taking into account all relevant factors and will provide you with a written response to your complaint within eight weeks.

It is expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied or if you have not heard from us within 8 weeks, you can take the issue further.

Financial Ombudsman Service

If we have given you our final response, or if you have not heard from us within 8 weeks, or if you are still not satisfied you may refer your case to the Financial Ombudsman Service (FOS).

The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after you have been provided with written confirmation that all internal complaints procedures gave been exhausted.

Address:
Insurance Division
Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square
London, E14 9SR

Telephone:
0300 123 9123

Fax:
020 7964 1001

Please note that you have six months from the date of the final response in which to refer your complaint to the Ombudsman. Referral to the Ombudsman will not affect your right to take legal action.