The easiest way is to submit your claim through a form in the Lassie app. You can also send your claim and supporting documents to us via email at claimsteam@lassie.co.uk.

A waiting period is the time at the start of your policy before your cover kicks in. You can't claim for illnesses or accidents that occur during this time.

An excess is a fixed amount that you agree to pay towards a claim. After you’ve paid it, we step in and cover the rest (up to your cover limits). You pay the excess once per condition per policy year.

Lassie offers direct billing with your vet. This means that instead of you paying the invoice upfront, your vet sends the invoice directly to Lassie, and we send the reimbursement to the vet. Please check that your vet is willing to settle directly with us.

Lassie doesn't cover pre‑existing conditions. At Lassie, we define a pre-existing condition as any medical or behavioural condition your pet has suffered from in the 24 months prior to your policy start date - whether or not it was diagnosed or showing symptoms at the time.

Any such condition, and anything related to it, won't be covered under your policy. There are a couple of nuances worth knowing about.

Bilateral and related conditions
A bilateral condition can affect both sides of the body, like cruciate ligaments or eyes. If your pet has a condition on one side of its body in the 24 months prior to your policy start, and the same condition occurs on the other side of your pet's body during your policy, it will be treated as one condition and the the pre-existing condition rules apply. Related conditions - for example, diabetes and diabetic cataracts - are also treated as one condition.

The good news is that conditions your pet recovered from more than 24 months prior to your policy start may be covered if they reoccur.

For example, if your pet had kennel cough and fully recovered three years before taking out a policy with Lassie, a new bout would be considered new and could be eligible for a claim.

Please note this is general guidance, every claim is reviewed individually.