Is Asda Pet Insurance Worth It? Reviews 2025
Our Expert's Opinion on Asda
Asda Pet Insurance positions itself as one of the most flexible and value-oriented providers for pet owners in the UK, thanks to its broad choice between Time Limited (12 Month Cover: £2,000 or £5,000 per condition) and Lifetime plans (£2,000–£10,000 per year), adjustable excess (£100–£250), and rare inclusion of extras like 24/7 teleconsultation with Joii. The reimbursement ceilings surpass many low-cost providers and its customisable excess is attractive for owners seeking to balance upfront cost against premium. While dental cover for illness is only included on Lifetime £6,000+ policies, all options provide dental accident cover—slightly above the standard for the segment. The Lifetime formulas are solid for breeds needing ongoing care, whereas Time Limited covers offer affordable protection for younger, healthy animals and small budgets. Asda is particularly well suited for multi-pet households (10% discount), owners seeking digital claims (including vet-direct payments), and those wanting broad support (e.g., overseas cover, emergency boarding, liability up to £1m for dogs). Managed by Insurance Factory Ltd (Markerstudy), and backed by the large insurer HDI Global Specialty SE UK, Asda demonstrates robust operational stability. With an outstanding 4.6/5 Trustpilot score from 8,410 reviews, it excels in customer experience. Claims are managed through a digital-first, multi-channel process, with most settling times reported as competitive for the UK market.
- ✅Wide choice of Lifetime and Time Limited plans, up to £10,000 per year
- ✅Customisable fixed excess (£100–£250), plus multi-pet 10% discount
- ✅Outstanding Trustpilot rating (4.6/5, 8,410 reviews)
- ✅24/7 unlimited vet teleconsultation Joii app included free
- ✅Direct vet payment available, digital-first claims process
- ✅Comprehensive overseas and liability cover for dogs
- ✅Award-winning provider (Moneynet Best Pet Insurance 2025)
- ❌No cover for pre-existing or preventive care
- ❌Dental illness cover only on Lifetime £6k+ levels
- ❌Co-insurance 10% added from pet's 5th birthday
- ❌Annual limits or per-condition limits depending on plan
- ❌High-risk or excluded breeds not eligible
- ✅Wide choice of Lifetime and Time Limited plans, up to £10,000 per year
- ✅Customisable fixed excess (£100–£250), plus multi-pet 10% discount
- ✅Outstanding Trustpilot rating (4.6/5, 8,410 reviews)
- ✅24/7 unlimited vet teleconsultation Joii app included free
- ✅Direct vet payment available, digital-first claims process
- ✅Comprehensive overseas and liability cover for dogs
- ✅Award-winning provider (Moneynet Best Pet Insurance 2025)
Our Expert's Opinion on Asda
ScoreAsda Pet Insurance positions itself as one of the most flexible and value-oriented providers for pet owners in the UK, thanks to its broad choice between Time Limited (12 Month Cover: £2,000 or £5,000 per condition) and Lifetime plans (£2,000–£10,000 per year), adjustable excess (£100–£250), and rare inclusion of extras like 24/7 teleconsultation with Joii. The reimbursement ceilings surpass many low-cost providers and its customisable excess is attractive for owners seeking to balance upfront cost against premium. While dental cover for illness is only included on Lifetime £6,000+ policies, all options provide dental accident cover—slightly above the standard for the segment. The Lifetime formulas are solid for breeds needing ongoing care, whereas Time Limited covers offer affordable protection for younger, healthy animals and small budgets. Asda is particularly well suited for multi-pet households (10% discount), owners seeking digital claims (including vet-direct payments), and those wanting broad support (e.g., overseas cover, emergency boarding, liability up to £1m for dogs). Managed by Insurance Factory Ltd (Markerstudy), and backed by the large insurer HDI Global Specialty SE UK, Asda demonstrates robust operational stability. With an outstanding 4.6/5 Trustpilot score from 8,410 reviews, it excels in customer experience. Claims are managed through a digital-first, multi-channel process, with most settling times reported as competitive for the UK market.
- ✅Wide choice of Lifetime and Time Limited plans, up to £10,000 per year
- ✅Customisable fixed excess (£100–£250), plus multi-pet 10% discount
- ✅Outstanding Trustpilot rating (4.6/5, 8,410 reviews)
- ✅24/7 unlimited vet teleconsultation Joii app included free
- ✅Direct vet payment available, digital-first claims process
- ✅Comprehensive overseas and liability cover for dogs
- ✅Award-winning provider (Moneynet Best Pet Insurance 2025)
- ❌No cover for pre-existing or preventive care
- ❌Dental illness cover only on Lifetime £6k+ levels
- ❌Co-insurance 10% added from pet's 5th birthday
- ❌Annual limits or per-condition limits depending on plan
- ❌High-risk or excluded breeds not eligible
- ✅Wide choice of Lifetime and Time Limited plans, up to £10,000 per year
- ✅Customisable fixed excess (£100–£250), plus multi-pet 10% discount
- ✅Outstanding Trustpilot rating (4.6/5, 8,410 reviews)
- ✅24/7 unlimited vet teleconsultation Joii app included free
- ✅Direct vet payment available, digital-first claims process
- ✅Comprehensive overseas and liability cover for dogs
- ✅Award-winning provider (Moneynet Best Pet Insurance 2025)
- Asda warranties
- Exclusions from Asda
- Asda prices
- Indicative premiums for Asda Pet Insurance
- Asda Assistance
- Customer feedback on Asda
- How can I contact Asda?
- FAQ
Why trust HelloSafe?
At HelloSafe, our pet insurance expert reviews the terms and conditions and pricing of leading insurance policies on the UK market every year to provide you with reliable and unbiased analysis. Thanks to this commitment, hundreds of thousands of users across the UK trust us each month to help guide their most important financial decisions.
Asda warranties
Asda Pet Insurance stands out in the UK market with highly customisable “Time Limited” (12 months per condition) and “Lifetime” (annual limit, chronic cover renewable) plans, both offering flexibility in cover level (£2,000–£10,000) and excess (£100–£250). Medical costs for accidents and illnesses (including selected dental and advanced imaging), death, theft/loss, emergency boarding, and third-party liability (dogs only) are covered, while all policies include unlimited 24/7 telemedicine (Joii app). Lifetime plans (£6k+) uniquely cover dental illness (if annual dental check-ups recommended by a vet are proven), and foreign travel is standard across all tiers. Notable weaknesses: prevention (vaccination, neutering, identification) and routine care are always excluded, pre-existing conditions, hereditary issues, and pets under 8 weeks or over set commercial/age limits are not covered, with further age/co-insurance limits for older pets. Overall, Asda combines strong value, digital tools, and a rare degree of clarity on limits and exclusions, but requires careful reading as certain upgrade-only features (e.g. dental illness, quarantine) may be missed in basic tiers.
| Guarantee | Time Limited £2,000 | Time Limited £5,000 | Lifetime £2,000 | Lifetime £4,000 | Lifetime £6,000 | Lifetime £8,000 | Lifetime £10,000 |
|---|---|---|---|---|---|---|---|
| Formula positioning | Entry short-term cover, fixed per illness | Enhanced short-term cover, fixed per illness | Entry lifetime cover | Mid-tier lifetime cover | Lifetime with dental illness & high caps | Lifetime with dental illness, top caps | Lifetime with dental illness, max caps |
| Type of cover | Accident & illness, per condition 12 months | Accident & illness, per condition 12 months | Accident & illness, renewable each year | Accident & illness, renewable each year | Accident & illness, renewable each year | Accident & illness, renewable each year | Accident & illness, renewable each year |
| Animals covered | Cats & dogs | Cats & dogs | Cats & dogs | Cats & dogs | Cats & dogs | Cats & dogs | Cats & dogs |
| Vet fee reimbursement % | Up to 100% up to caps | Up to 100% up to caps | Up to 100% up to caps | Up to 100% up to caps | Up to 100% up to caps | Up to 100% up to caps | Up to 100% up to caps |
| Annual vet fees cap | £2,000 per condition, per year or 12 months | £5,000 per condition, per year or 12 months | £2,000 per year | £4,000 per year | £6,000 per year | £8,000 per year | £10,000 per year |
| Excess (per claim) | £100–£250 per condition/claim/animal/year | £100–£250 per condition/claim/animal/year | £100–£250 per condition/claim/animal/year | £100–£250 per condition/claim/animal/year | £100–£250 per condition/claim/animal/year | £100–£250 per condition/claim/animal/year | £100–£250 per condition/claim/animal/year |
| Min/max age to join – cats | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC |
| Min/max age to join – dogs | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC | From 8 weeks; max NC |
| Pre-insurance health questionnaire | NC | NC | NC | NC | NC | NC | NC |
| Illness waiting period | 14 days | 14 days | 14 days | 14 days | 14 days | 14 days | 14 days |
| Accident waiting period | 48 hours | 48 hours | 48 hours | 48 hours | 48 hours | 48 hours | 48 hours |
| Lifetime renewal guarantee (lifetime if policy kept) | ❌ | ❌ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Vet consultations (incl. emergency) | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Medications | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Hospitalisation | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Ambulance fees | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Surgery, anaesthesia | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Scans/CT/MRI | £1,250 per cond. | £1,500 per cond. | £1,250 per year | £1,500 per year | £1,500 per year | £1,500 per year | £1,500 per year |
| Lab tests | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Radiotherapy | NC | NC | NC | NC | NC | NC | NC |
| Dentistry (accident) | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Dentistry (illness) | ❌ | ❌ | ❌ | ❌ | ✅ (with annual vet check-up proof) | ✅ (with annual vet check-up proof) | ✅ (with annual vet check-up proof) |
| Descaling | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
| Preventative care package | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
| Complimentary therapies (acupuncture, etc.) | £500/cond. (prescribed) | £750/cond. (prescribed) | £1,000/yr (prescribed) | £1,500/yr (prescribed) | £1,500/yr (prescribed) | £1,500/yr (prescribed) | £1,500/yr (prescribed) |
| Alternative food (therapeutic dietary) | £100/cond. (max 60 days) | £150/cond. (max 60 days) | £200/yr (max 60 days) | £250/yr (max 60 days) | £250/yr (max 60 days) | £250/yr (max 60 days) | £250/yr (max 60 days) |
| Territories covered | UK + max 364d/yr abroad | UK + max 364d/yr abroad | UK + max 364d/yr abroad | UK + max 364d/yr abroad | UK + max 364d/yr abroad | UK + max 364d/yr abroad | UK + max 364d/yr abroad |
| Death/cremation (accident) | £750/£100 | £1,000/£100 | £1,500/£100 | £2,000/£100 | £2,000/£100 | £2,000/£100 | £2,000/£100 |
| Death/cremation (illness, | £750/£100 | £1,000/£100 | £1,500/£100 | £2,000/£100 | £2,000/£100 | £2,000/£100 | £2,000/£100 |
| Euthanasia | NC | NC | NC | NC | NC | NC | NC |
| Theft/loss and search costs | £750/loss-£250/search | £1,000/loss-£500/search | £1,500/loss-£750/search | £2,000/loss-£1,000/search | £2,000/loss-£1,000/search | £2,000/loss-£1,000/search | £2,000/loss-£1,000/search |
| Boarding fees/emergency pet sitting | £750 (max £20/day) | £1,000 (max £20/day) | £1,500 (max £20/day) | £2,000 (max £20/day) | £2,000 (max £20/day) | £2,000 (max £20/day) | £2,000 (max £20/day) |
| Holiday cancellation cover | £750 | £1,000 | £1,500 | £2,000 | £2,000 | £2,000 | £2,000 |
| Quarantine abroad | ❌ | ❌ | £1,000 | £1,500 | £1,500 | £1,500 | £1,500 |
| Behavioural treatment (accident only) | £500/cond. | £750/cond. | £1,000/yr | £1,000/yr | £1,000/yr | £1,500/yr | £1,500/yr |
| Third Party Liability (dogs) | £1,000,000 (£250 excess/claim) | £1,000,000 (£250 excess/claim) | £1,000,000 (£250 excess/claim) | £1,000,000 (£250 excess/claim) | £1,000,000 (£250 excess/claim) | £1,000,000 (£250 excess/claim) | £1,000,000 (£250 excess/claim) |
Good to know
- Joii app included: unlimited 24/7 video consult/nurse clinics, but these are not strictly “insurance” and do not count against caps.
- Upper age/other joining restrictions may apply, especially for older pets and selected breeds—check current T&Cs.
- Dental illness covered only if annual dental checks are up-to-date and client follows vet recommendations; not available on lower tiers.
- Boarding, death by illness, and cremation only covered if pet under 7 years at time of claim.
- Pre-existing conditions, accidental/cosmetic procedures, routine/vaccination/prevention, pre-policy issues, or commercial use are always excluded.
- 10% co-payment applies from the pet's 5th birthday on all plans; this is in addition to the excess per claim.
Compare plans now to ensure you get the best deal for your pet’s health and your budget.
👉 Compare pet insurance plans for freeStart saving on vet billsExclusions from Asda
Exclusion clauses in Asda Pet Insurance are particularly strict regarding pre-existing conditions, any illness or symptom arising before the policy (or within the waiting period), and animals not meeting breed or age restrictions. A notable exclusion versus many competitors is the systematic refusal of cover for commercial-use pets (breeding over two litters, working, sporting, or professional activities) and any pet involved, even by crossbreeding, with banned or listed breeds or with a history of aggression.
Dental care is only insured for accidents across all plans, and for illness solely on higher-tier Lifetime policies (£6,000+), provided annual dental checks and recommended procedures have been carried out.
Also excluded are claims linked to neglect of mandatory preventive care (e.g. vaccines, annual check-ups), incidents abroad except permitted temporary stays, and any claim resulting from war, pandemic, or non-compliance with UK animal health rules.
Additionally, third-party claims for dogs are refused for incidents involving close family or employees, or when there is wilful misconduct, misrepresentation, or late payment of premiums.
| Exclusions | Details |
|---|---|
| Medical exclusions | - Pre-existing illnesses or symptoms - Illnesses or accidents occurring within the waiting period (14 days for illness, 48h for accident) - Treatments without a veterinary prescription - Preventive, cosmetic, or unjustified treatments - Dental illness (except Lifetime £6k/£8k/£10k plans, and subject to annual check-ups) - Failure to comply with compulsory vaccinations/flea/worming regimes - Treatments outside of approved limits or without justification |
| Age and breed restrictions | - Pets under 8 weeks at sign-up - Pets over 7 years for certain covers (death, cremation by illness) - Banned, listed, or aggressive breeds and their crossbreeds - Animals with previous aggression history |
| Use and identification exclusions | - Animals used for commercial purposes (breeding more than two litters, working, racing, sporting, professional activities) - Animals without valid microchip/passport as required - Policy void if premium unpaid or false statements - No cover if animal used for monetary gain |
| Geographical/territorial | - Incidents outside the UK unless falling under temporary travel clause (up to 364 days, proof of return required) - Third party claims excluded for incidents in forbidden countries (e.g., USA, Canada) - Costs arising from travel quarantine only covered on selected Lifetime plans |
| Third party liability (Dogs only) | - Incidents involving owner’s family or employees - Acts of wilful negligence, misconduct, or malicious intent - Claims arising during uncovered policy periods or after cancellation/lapse - No cover for pollution or contamination except limited accidental cases |
| Policy/administrative exclusions | - Claims covered by another insurance - War, terrorism, pandemic/epidemic events - Non-compliance with legislation or contractual obligations - Fraud, multiple unpaid premiums, or if more than two litters bred during policy |
- Illnesses or accidents occurring within the waiting period (14 days for illness, 48h for accident)
- Treatments without a veterinary prescription
- Preventive, cosmetic, or unjustified treatments
- Dental illness (except Lifetime £6k/£8k/£10k plans, and subject to annual check-ups)
- Failure to comply with compulsory vaccinations/flea/worming regimes
- Treatments outside of approved limits or without justification
- Pets over 7 years for certain covers (death, cremation by illness)
- Banned, listed, or aggressive breeds and their crossbreeds
- Animals with previous aggression history
- Animals without valid microchip/passport as required
- Policy void if premium unpaid or false statements
- No cover if animal used for monetary gain
- Third party claims excluded for incidents in forbidden countries (e.g., USA, Canada)
- Costs arising from travel quarantine only covered on selected Lifetime plans
- Acts of wilful negligence, misconduct, or malicious intent
- Claims arising during uncovered policy periods or after cancellation/lapse
- No cover for pollution or contamination except limited accidental cases
- War, terrorism, pandemic/epidemic events
- Non-compliance with legislation or contractual obligations
- Fraud, multiple unpaid premiums, or if more than two litters bred during policy
Asda prices
Overall, Asda positions itself as a competitively priced provider in the UK pet insurance market, emphasising value for money without excessive frills.
Guarantees are comprehensive from intermediate levels—such as direct vet payments, 24/7 teleconsultation, emergency boarding, and flexible Lifetime covers—but core exclusions and limits remain standard for the segment.
Key differentiators include fully digital management and a wide offer of accessible services via the Joii app, factors that contribute to lower operational costs compared to legacy insurers with high street brokerages or branch infrastructure.
This enables Asda to offer a broad range of cover at rates generally below or at market average, though with some limits on preventive care and certain advanced dental benefits reserved for higher tiers.
As a result, Asda is best described as competitive, striking a strong balance between accessible pricing and robust, customisable coverage for both dog and cat owners.
Indicative premiums for Asda Pet Insurance
Below is an indicative monthly premium table for main formulas and pet profiles with Asda Pet Insurance (in £/month):
| Formula | Time Limited £2,000 | Time Limited £5,000 | Lifetime £2,000 | Lifetime £4,000 | Lifetime £6,000 | Lifetime £8,000 | Lifetime £10,000 |
|---|---|---|---|---|---|---|---|
| Young cat (2–4 yrs) | £7 | £10 | £12 | £14 | £18 | £22 | £27 |
| Senior cat (7–8 yrs) | £14 | £18 | £19 | £23 | £28 | £35 | £42 |
| Small breed dog | £11 | £16 | £17 | £23 | £29 | £36 | £44 |
| Small breed dog (2–4 yrs) | £11 | £15 | £16 | £21 | £28 | £34 | £41 |
| Large breed dog (2–4 yrs) | £14 | £22 | £21 | £29 | £36 | £45 | £54 |
| Senior dog (7–8 yrs) | £23 | £32 | £31 | £41 | £52 | £63 | £75 |
To make sure you are getting the lowest possible cost for the level of cover you want, it’s always worth comparing pet insurance quotes from multiple providers before deciding.
👉 Compare pet insurance plans for freeStart saving on vet billsAsda promo codes
| Asda promo codes | Details |
|---|---|
| Multi-Pet Discount | Up to 10% off when insuring two or more pets |
| Code HelloSafe | -5% on your quote |
Note: Promo codes may change. For the latest promo codes, visit our comparison of the best pet insurance.
How much will I be reimbursed with Asda?
Here’s how reimbursements work with Asda: If your pet needs care, Asda Pet Insurance covers a significant share of eligible costs (after the excess) up to your chosen annual limit. Choosing the highest Lifetime plan (£10,000/year) means your pet is protected for even the most expensive treatments, giving you peace of mind and reducing your out-of-pocket expenses.
Example 1: Skin Allergy Consultation and Ongoing Treatment
Total vet fees: £750 (consultations, allergy tests, medication over several visits)
Excess (fixed per condition): £100 (first claim of the year)
Amount claimable after excess: £750 – £100 = £650
Reimbursement (Lifetime £10,000 plan): £650 reimbursed in full (as per terms, minus only the fixed excess)
👉 You get £650 back, Asda pays directly to you (or your vet), so you only pay the £100 excess.
ℹ️ The £100 excess is per condition, per policy year. For older pets (5+ years), a 10% co-payment applies – see below.
Example 2: Cruciate Ligament Surgery
Total vet fees: £2,500 (surgery, hospitalisation, meds, physio)
Excess already paid for this condition: £100 (paid at first claim)
Co-insurance (dog now 6 years old): 10% of remaining costs
Calculation:
- Claimable: £2,500 – £100 = £2,400
- Owner pays 10% of £2,400 = £240 (co-insurance)
- Amount reimbursed: £2,400 – £240 = £2,160
👉 You get £2,160 back from Asda. Total out-of-pocket: £100 excess + £240 (10%) = £340.
ℹ️ For pets aged 5 and over, a mandatory 10% co-insurance applies to each claim after the excess is deducted. All amounts count towards your £10,000 annual limit.
Example 3: Dental Treatment for Illness (Scale & Polish, Extraction)
Total vet fees: £600 (check-up, dental cleaning, tooth extraction)
Excess for dental illness treatment: £100 (first dental visit this policy year)
Amount after excess: £600 – £100 = £500
Reimbursement: £500 covered (Lifetime £10,000 plan)
👉 You get £500 back – you only pay the £100 excess.
ℹ️ Dental illness is only covered on the £6,000, £8,000, and £10,000 Lifetime plans – and only if your pet’s annual dental check-up records are up to date and all recommended care has been carried out.
With extensive cover like Asda’s Lifetime £10,000, you can be confident your pet is protected no matter what life brings.
Asda Assistance
The assistance from Asda Pet Insurance stands out for unlimited 24/7 video and chat consultations with UK-registered vets via the Joii Pet Care app, a valuable service for urgent and non-urgent advice.
Direct vet payment is possible, but only if the veterinary practice agrees, meaning upfront payment by the owner is not always avoidable; there is no universal third-party payment system comparable to Payvet or Carecredit.
Claims can be managed fully online via a customer portal, though no dedicated Asda Pet Insurance mobile app exists for policy management and claims—support relies on web forms, email, and customer service phone lines.
Unlike some competitors, Asda does not operate a preferred veterinary network, but pet owners are covered for emergency vet expenses, including during up to 364 days’ travel abroad within PETS scheme countries.
Flexible monthly payments are free of extra charge, but split-payment options such as three- or four-installment plans are not promoted, which may limit budgeting flexibility for some customers.
| Assistance Asda | Disponible ? | Détails |
|---|---|---|
| Advance of costs | ❌ | No system such as Payvet, Carecredit, or Petcard is available. Direct vet payment is possible if the practice agrees, but most owners need to pay first and claim reimbursement. |
| Payment facilities | ❌ | Monthly payments by Direct Debit are allowed with no extra fee. No 3- or 4-installment payment facility or one-off vet bill financing option is indicated. |
| Mobile app | ❌ | No proprietary Asda Pet Insurance app exists. The Joii Pet Care app enables 24/7 vet consultation and nurse clinics but cannot manage policies or claims. |
| Dematerialised claim management | ✅ | Claims are filed via web portal, email, or by phone. Customers and vets have dedicated online forms for claim submission. There is no fully integrated mobile claim submission. |
| Vet emergency | ✅ | 24/7 vet advice by video or chat is available via the Joii app. No in-person emergency vet locator or guaranteed appointment booking, but advice covers both urgent and routine care. |
| Clinical and vet partner network | ❌ | No preferred or contracted clinical network is managed by Asda, so policyholders can use any UK-registered vet practice. |
| Overseas cover | ✅ | Vet expenses are covered abroad in PETS-compliant countries for up to 364 days per year. No cover for permanent expatriation; quarantine is covered under Lifetime policies only. |
Customer feedback on Asda
| Review site | Rating and number of reviews |
|---|---|
| Trustpilot | 4.6/5 (8,410 reviews) |
We have analysed the customer reviews from the site listed above. On the positive side, pet owners who have chosen Asda pet insurance most often mention:
- An easy and straightforward application process: the process of signing up is described as quick and uncomplicated, with clear communication.
- Good value for money: the insurance is considered competitively priced, with customers appreciating the ability to choose the right coverage and excess levels for their needs.
- An efficient and responsive customer service: staff are described as friendly, proactive, and helpful, often going above and beyond to assist, and replying quickly to queries.
- Convenient digital management: the Asda app is generally considered easy to use, making tasks like payments, direct debit setup and policy management straightforward.
- Additional services appreciated: 24/7 access to the Joii Pet Care App and the possibility of having claims paid directly to the vet are frequently cited as valuable extras.
On the negative side:
- Customer support can sometimes be slow to respond or difficult to reach: especially during peak times or via the app, with some complaints about being kept on hold or not being able to get immediate help.
- Some users experience technical issues with the app: such as crashes or needing to reinstall, and occasional difficulties authorising online payments.
- Policy detail visibility is sometimes insufficient: with some customers wishing for more clarity or easier access to all policy terms by email or in the app.
- A small number of customers encountered issues with claims or the overseas usability of related Asda financial products: which led to moments of frustration.
How can I contact Asda?
| Service client Asda | Détails |
|---|---|
| To get a quote or subscribe online | You can use HelloSafe's pet insurance comparator, choose the plan that fits you and click to get a quote. |
| To request and track a reimbursement | - Declare your claim online via the Asda client form or ask your vet to complete the dedicated form. - You can also contact Asda Pet Insurance: • Phone: 0333 999 0933 (Mon-Fri 8am-8pm, Sat 9am-2pm) • Email: [email protected] • Mail: ASDA Pet Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN - Attach original documents: detailed invoice, veterinary certificate, proof of ownership, documents related to the claim. - Deadline to declare: ideally within 180 days. - Reimbursement generally within 10 to 20 working days after approval. - Payment by bank transfer, sometimes directly to the vet if agreed. |
| To get an insurance certificate | - Request by phone at 0333 999 0933 (Mon-Fri 8am-8pm, Sat 9am-2pm) - Or by email at [email protected] - Or via mail: ASDA Pet Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN - Specify your contract number and the reason (e.g., for dog club, travel, etc.). - The certificate is generally sent to you within a few working days by email or mail. |
| To contact assistance | - For veterinary medical advice: use the Joii Pet Care app (24/7, free for insured clients). - For any assistance or administrative emergency: • Phone: 0333 999 0933 (standard hours) • Email: [email protected] - For a complaint or dispute: write to the official mailing address (see above) to the attention of the Complaints Manager. - For specific support (e.g., pet bereavement), 24/7 support line included. |
| To cancel my contract | - Notify Asda Pet Insurance by mail or email: • Email: [email protected] • Mail: ASDA Pet Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN - Include: your contact details, insurance number, desired cancellation date. - Attach a copy of your ID if required. - Recommended notice: at least 14 days (no penalty if no claim declared). - If no claim reimbursed: prorated refund for unused period. - Cancellation confirmation generally within 7 to 14 working days. |
- You can also contact Asda Pet Insurance:
• Phone: 0333 999 0933 (Mon-Fri 8am-8pm, Sat 9am-2pm)
• Email: [email protected]
• Mail: ASDA Pet Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN
- Attach original documents: detailed invoice, veterinary certificate, proof of ownership, documents related to the claim.
- Deadline to declare: ideally within 180 days.
- Reimbursement generally within 10 to 20 working days after approval.
- Payment by bank transfer, sometimes directly to the vet if agreed.
- Or by email at [email protected]
- Or via mail: ASDA Pet Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN
- Specify your contract number and the reason (e.g., for dog club, travel, etc.).
- The certificate is generally sent to you within a few working days by email or mail.
- For any assistance or administrative emergency:
• Phone: 0333 999 0933 (standard hours)
• Email: [email protected]
- For a complaint or dispute: write to the official mailing address (see above) to the attention of the Complaints Manager.
- For specific support (e.g., pet bereavement), 24/7 support line included.
• Email: [email protected]
• Mail: ASDA Pet Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN
- Include: your contact details, insurance number, desired cancellation date.
- Attach a copy of your ID if required.
- Recommended notice: at least 14 days (no penalty if no claim declared).
- If no claim reimbursed: prorated refund for unused period.
- Cancellation confirmation generally within 7 to 14 working days.
FAQ
Do I need to pay vet fees upfront with Asda Pet Insurance?
Asda Pet Insurance does not offer a blanket upfront vet fee payment system (like automatic third-party/tiered pay). However, many claims can be paid directly to your vet if your veterinary practice agrees. You may still be required to pay the excess and any non-covered items yourself. Check with your vet in advance, as if they do not accept direct claims, you will have to pay initially and then reclaim the covered costs.
How can I cancel my Asda Pet Insurance policy?
You can cancel your Asda animal insurance by contacting the customer service team (phone or email recommended). Give at least 7 days’ notice, or follow the cooling-off instructions if within 14 days of receiving your documents. You will need your policy details and may be asked for written confirmation; refunds are calculated based on time on cover and whether any claims have been made.
Does Asda Pet Insurance cover pre-existing conditions?
No, Asda policies do not cover illnesses or symptoms that existed before your policy start date, or that occur within the initial 14 days after taking out cover. New conditions developing after this period may be covered, as long as they are eligible and meet the policy’s terms.
What types of pets and breeds are eligible under Asda Pet Insurance?
Asda Pet Insurance is available for cats and dogs, but not for other species. Some breeds are excluded, particularly those listed as dangerous or aggressive, or with a history of aggression. Animals under 8 weeks old or used commercially (e.g. breeding, racing, or working) are also excluded from cover.
Are dental treatments covered by Asda Pet Insurance?
All Asda policies include dental cover for accidents. Dental illnesses are only covered under Lifetime plans of £6,000, £8,000, and £10,000, provided annual vet dental checks are kept up. Routine cleaning or maintenance is not covered, so check your chosen policy level for details on dental cover limits.
Do I need to pay vet fees upfront with Asda Pet Insurance?
Asda Pet Insurance does not offer a blanket upfront vet fee payment system (like automatic third-party/tiered pay). However, many claims can be paid directly to your vet if your veterinary practice agrees. You may still be required to pay the excess and any non-covered items yourself. Check with your vet in advance, as if they do not accept direct claims, you will have to pay initially and then reclaim the covered costs.
How can I cancel my Asda Pet Insurance policy?
You can cancel your Asda animal insurance by contacting the customer service team (phone or email recommended). Give at least 7 days’ notice, or follow the cooling-off instructions if within 14 days of receiving your documents. You will need your policy details and may be asked for written confirmation; refunds are calculated based on time on cover and whether any claims have been made.
Does Asda Pet Insurance cover pre-existing conditions?
No, Asda policies do not cover illnesses or symptoms that existed before your policy start date, or that occur within the initial 14 days after taking out cover. New conditions developing after this period may be covered, as long as they are eligible and meet the policy’s terms.
What types of pets and breeds are eligible under Asda Pet Insurance?
Asda Pet Insurance is available for cats and dogs, but not for other species. Some breeds are excluded, particularly those listed as dangerous or aggressive, or with a history of aggression. Animals under 8 weeks old or used commercially (e.g. breeding, racing, or working) are also excluded from cover.
Are dental treatments covered by Asda Pet Insurance?
All Asda policies include dental cover for accidents. Dental illnesses are only covered under Lifetime plans of £6,000, £8,000, and £10,000, provided annual vet dental checks are kept up. Routine cleaning or maintenance is not covered, so check your chosen policy level for details on dental cover limits.
