Frequently Asked Questions
We want to make it as easy as possible to understand our insurance, but some things are still complicated! If you have more questions we can provide answers via chat, email, or phone. You can contact us Monday to Friday 9am-8pm and Saturday 9am-2pm
About Lassie
Lassie is digital pet insurance for dogs and cats. Founded in Sweden and headquartered in Stockholm, we’re already live in Berlin and Paris and now we’re here in the UK!
We’re here to help when you need us!
Chat support:
Monday–Friday: 9am–8pm
Weekends: 9am–2pm
Phone support:
Monday–Friday: 9am–5pm
Weekends: Closed
You can reach us via chat in the app or on our website.
📞 Phone: 020 4652 4500
🌐 Website: https://www.lassie.co.uk
Our team is always happy to help with any questions about your pet or your insurance 🐶🐱
We take your privacy seriously.
When you share your personal data with us - or when we receive it from a trusted third party -we’re responsible for it. That means we’re the data controller.
We collect and use your data in line with the General Data Protection Regulation (GDPR) so we can:
Set up and manage your insurance policy
Process claims
Support you as a customer
Why else do we use your data?
We also use personal data to keep things safe and running smoothly — including:
Fraud investigation, detection and prevention
Financial management
Meeting legal and regulatory requirements
To do this, we may share relevant information with carefully selected third parties (for example, claims partners or fraud prevention services). We only share what’s necessary.
Want the full details?
You’ll find more information in our insurance terms and privacy policy.
If you have questions about how we handle your data, you can contact us at hello@lassie.co.uk
We’re always happy to help 💙
Dog insurance and cat insurance
Yes, absolutely! With Lassie, you are free to choose any veterinarian or animal clinic you prefer.
ℹ️ Please note: your veterinarian must be based in the UK. Unexpected veterinary visits abroad may be covered under certain conditions, but veterinarians outside of UK are currently not included in the insurance coverage.
What is an excess?
Think of your excess as your share of the vet bill. You only pay the excess once per condition, per policy year.
It’s the fixed amount you agree to pay towards each new condition when you take out your policy. After you’ve paid it, we step in and cover the rest (up to your cover limits).
What is a co-payment?
A co-payment is when you pay a small percentage of the claim, and we pay the rest.
This usually applies if your pet is over a certain age.
It’s worked out after your excess has been taken off.
All of your policy documents can be found in my account and documents section via your online account. Alternatively, you can download and use our Lassie App with all of your account needs and more!
With Lassie, there is no age limit, which means we insure dogs and cats of all ages. Older pets in particular may need to visit the vet more often than younger animals.
In order to offer your furry friend the best possible protection, even in old age, it is advantageous to keep the insurance.
Please note that the price of the insurance will increase with the age of your pet, however the conditions of the coverage will not change. The price increase enables us to ensure that we can cover the risk related to the age of your pet, while keeping your chosen tariff and deductible the same.
A waiting period is the short time at the start of your policy before certain cover kicks in.
Accidents:
48 hours
Illness:
10 days
That means we can cover accidents that happen more than 2 days after your policy start date, and illnesses that first show signs more than 10 days after your policy start date.
Waiting periods apply when you first take out a policy — not when you renew.
For Puppies and Kittens
If your puppy or kitten is no more than 120 days old at the start of the insurance and a health check carried out by your veterinarian no earlier that 5 days before the insurance starts and no later than 2 days after your insurance starts, it shows no indications of illness, the waiting periods are waived.
Your insurance will then be valid immediately from the start date stated on your policy.
Switching insurance companies
Thinking about moving to Lassie?
If your pet is already insured with another UK insurer and you switch to us without a gap in cover, your policy can start straight away with no waiting period.
Your previous cover needs to be equivalent to your new Lassie cover.
A few important things to know
Rules around
pre-existing conditions still apply
Special waiting periods for certain conditions still apply
If your pet already has a pre-existing condition and you want cover for related costs, switching insurers isn’t recommended
We always want you to make the right choice for your pet 🐾
Exceptions with longer waiting periods
Some conditions have specific rules.
Tooth resorption disease 🦷
There’s a 12-month waiting period from your policy start date.
That means we can’t cover tooth resorption that begins during your first 12 months with us.
Joint & skeletal conditions (dogs only) 🦴
This includes:
Hip dysplasia (HD)
Elbow dysplasia (OCD, FCP, UAP, UME)
Shoulder osteochondrosis
Patellar luxation
Immediate cover applies if your dog or cat:
Is insured with us before they reach
120 days old
Has had a veterinary health check with no issues noted. This must be carried out 5 days before your policy start date or 2 days after the policy start date.
Remains continuously insured with us
In all other situations - including when switching to Lassie from another insurer - there’s a 12-month waiting period for these conditions.
At Lassie, each pet needs their own policy. That’s because insurance is personalised -and the price depends on things like:
Breed
Age
Where you live
Sex
Neutering status
Every pet is different. Their cover should be too.
Got more than one pet? You’ll get 10% off🎉
If you insure more than one pet with us at the same time, you’ll receive 10% discount per additional pet.
More paws. Less cost. Simple.
How to add another pet
You can:
Get a quote through our website, or
Add a new pet directly in the Lassie app
In the app:
Go to the Insurance tab → tap the “+” in the top right corner → select “New pet” → create a personalised quote in just a few clicks.
Fast. Easy. Done. ✨
Filing an insurance claim
Also known as direct claims, at your explicit request, Lassie offers direct claims with your veterinarian. This means that instead of you paying the invoice upfront, your veterinarian sends the invoice directly to Lassie, and we send the reimbursement to the vet.
To use direct claims:
Speak with your veterinary clinic in advance and confirm if they offer this option.
When submitting the claim, your vet should include:
the veterinary invoice with a breakdown of treatment provided.
any other required documents, such as the pet medical history
Your veterinarian can find more detailed instructions about the process on our website.
What if my vet does not agree to direct claims?
If your veterinarian does not offer direct claims, you will need to pay the invoice upfront.
After paying, you can easily submit your claim through the Lassie app:
Write a description of your vet visit, including any helpful information such as when symptoms started, or the vet's diagnosis.
Upload a photo or digital copy of the veterinary invoice.
Attach any additional documents that may be required.
We will process your claim as quickly as possible to reimburse you.
Required documents for claim processing:
To ensure fast processing of your claim, make sure you submit all necessary documents. These usually include:
The veterinary invoice(s)
Any supporting medical documents requested by Lassie (e.g., your pet's medical history)
Please submit your claim within 6 months of the emergency, illness, injury, or death that led to your claim. This helps us process it quickly and efficiently.
If you need a hand or have any questions while submitting, just reach out we’re here to help!
We hope for the sake of your pet that you don’t need to make a claim. But if you do, we’re here for you. ❤️🩹
If you do need to make a claim, you can contact us in any of the following ways.
The easiest way is to submit your claim through a form in the Lassie app.
In the “Insurance” section of the app, you’ll find both an overview of your previously reported claims and the option to submit an invoice under “Submit invoice.”
Please include the following information with all claims:
A description of the issue, including onset of symptoms or when the accident occurred,
The full invoice(s),
The visit details/report from the veterinarian,
All receipts,
Any prescriptions from the pharmacy.
When you’re submitting the first claims for your pet, the following information is helpful to speed up the process for future claims:
The microchip number,
Medical history, diagnosis, and medical record (last 24 months).
If the claims team have requested further information, you may need to additionally submit:
A signed waiver of confidentiality,
Your pet's medical history from the past 24 months.
We take time to review all of your claims in detail however If you’re unhappy with the outcome of your claim, please take a moment to review the decision alongside your policy’s current Terms and Conditions, your Insurance Product Information Document (IPID), and the veterinary fee details included in your renewal documents.
If you still have questions or concerns, our Claims Team is ready to help. You can reach us by phone at 020 4652 4500 or by email at claimsteam@lassie.co.uk.
The app
Yes and It’s easy! 🐾
In the Lassie app, you can get a quote and take out insurance directly in just a few taps. Simply head to “Insurances” to explore your options and set up the cover that’s right for your pet.
Need a little help along the way? We’re here for you.
If you have any questions, concerns, or would like help choosing the right insurance, feel free to contact us. The quickest way to reach us is through chat in the app or on our website, where our team will be happy to help. 🐶🐱
Alternatively, you can call us on 020 4652 4500
You can find our app in the App store or on Google play. search for "Lassie app" and you will find it.
Yes, it’s super easy! Open the Lassie App, go to the "Insurance" tab, and scroll down to tap "File a claim". We’ll guide you through a simple claims submission process.
Absolutely, the in-app chat is the easiest and fastest way to contact us! Look for a speech bubble in the upper right corner.
Through a collaboration with Tractive, we can offer you a tracker free of charge included in your insurance with us! Please see below for more information.
What is Tractive?
Tractive offers a GPS and activity tracker that can help you find your animal with real-time location and help you monitor your animal's activity levels. Here you can read more about Tractive.
How to take advantage of the offer?
To buy your tracker through the insurance with us, you need to go through our app on the page called “Health”, double check that you have the latest update of the app, and that you have selected an animal in your profile page that has insurance with Lassie.
Then follow the instructions🐾
Our app makes caring for your pet and managing your insurance simple! 🐾
Inside the app, you’ll find helpful tips and reminders to keep your dog or cat happy and healthy. You can also get a quote, take out insurance, and manage all your policies easily in one place.
If you're already insured with us, you can also complete our pet care quizzes to earn points. These points can be turned into discounts on your insurance, helping you save while learning more about your pet.
With the app you can also:
Report and track claims
Check the status of your insurance cases
Access offers and collects discounts
Contact our team directly whenever you need help
There are two options:
Add your pet's birthday already when you create the profile in the app.
If your pet already has a profile: Go to the Profile tab and select Edit in the upper-right corner next to My Animals (or the small arrow after the animal's name). Here you can also change the animal's birthday if you previously accidentally chose the wrong date.
Payments
If you cancel mid-year and haven’t made a claim, you may receive a pro-rata refund for any unused cover. If a claim has been made, the full premium for the policy year may still be due.
You can view your payment details and documents in the Lassie app. If you need any help finding something, just get in touch and we’ll be happy to assist. 🐾
Your premium may change at renewal. This can depend on things like your pet’s age, claims history, and general pricing updates. We’ll always let you know in advance in your renewal documents.
If a payment is missed, don’t worry, just contact us as soon as possible. We’ll help you get things back on track and avoid any interruption to your cover.
No - there is no interest charged for paying monthly by direct debit.