How to file a claim with Lassie

You can easily make a claim directly in the app. At the bottom under "Insurance" you will find both an overview of your Claims and "Report a claim". You can also email us at claimsteam@lassie.co.uk. Please include your insurance number, invoice, visit notes/records, all receipts, any pharmacy prescriptions (if you get a prescription online please include the dispensing label with your invoice) and the account number to which you would like us to make payment.

Any questions about your claim can be asked in the chat in our app and via the same email. If you have any questions about your claim, our customer service is open Monday to Friday from 9am to 8pm(except public holidays) and Saturday 9am-2pm

Submit your invoice from the veterinary visit via the app, under Insurance and your damages. Take a picture of the invoice making sure its clear with all details visible and upload it.

A pre‑existing condition is any illness, injury, symptom, or clinical sign your pet showed before your policy started or during the waiting period, even if it wasn’t diagnosed at the time. If a vet has previously noted symptoms, concerns, or related treatment, the condition is considered pre‑existing and won’t be covered under your policy.

Yes! Your veterinarian has the possibility to directly report an injury to us!

When the claim is settled directly, you won't be out of pocket and you'll only have to pay for the fixed and variable excesses. Lassie settles the rest directly with the vet - great, eh?

You can make as many claims as you need. Each claim will be assessed against your policy terms, annual limits, and any applicable excess or co-payment.

An exclusion is something your insurance policy does not cover. If a claim relates to an excluded item, it won't be eligible for payment under the policy.

An excess is an amount you pay towards your claim. We subtract this from the approved cost of your treatment, and then we reimburse the remaining amount.