MiPet Cover Policies IFL
Insurance Factor Limited / Markerstudy with policy start date on or before 30th April 2025Contact Details
Customer Service:
Mon – Fri: 08:00 – 20:00
Sat: 09:00 – 14:00
Claims:
Sat: 09:00 – 14:00
Sat: 09:00 – 14:00
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.
Making a claim has never been easier…
Step 1 - Notify your surgery
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.
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.
Step 3 - We’ll be in touch
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 02394 000827.
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
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?
Will I have cover for conditions I have already claimed for?
Will there be any changes to the policy terms and conditions?
Will I retain our multi-pet discount?
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.
02394 000827
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.
Policy Documents
365Flex and LifetimeFlex Policies
Annual, Classic Life, Essential Life and Premier Life