Is M&S Pet Insurance Worth It? Review 2025

Charlotte Green
Charlotte Green
updated on 27 May 2025
M&S
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4,2
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Our expert's opinion on M&S

M&S Pet Insurance, underwritten and managed by RSA Insurance Ltd (a major UK-regulated insurer), stands out on the UK pet insurance market with a solid, flexible range of four clear cover levels: Essential, Standard, Plus, and Premier. Annual vet fee limits range from £1,000 to £10,000 depending on the plan, addressing both basic and high-cost needs; reimbursement is subject to annual or per-condition limits and straightforward excess rules (single per condition or per year per condition, rising by £100 for pets aged 9+). Notably, Premier offers enhanced travel and emergency cover, higher limits on key benefits, and extras like behavioural or dietary treatment. M&S positions itself competitively on price, usually marginally above budget-focused providers but below premium or breed-specialist insurers, and includes value-added services such as the 24/7 vetfone hotline for all customers. M&S Pet Insurance best suits owners of young or middle-aged dogs and cats seeking robust core cover (especially for pedigree breeds or those prone to hereditary issues), or those looking for high annual vet limits and overseas protection, with flexibility for multi-pet households (10% discount per extra policy). Backed by the financial stability and claims experience of RSA, M&S reports efficient online claims with electronic payments direct to vets or policyholders; most queries resolved within a few working days, reflecting industry standards. While no Trustpilot score is provided in the data, M&S is widely cited among leading UK pet insurers with extensive customer feedback online—indicative of both scale and reliability.

  • Four clear cover levels to suit various needs and budgets
  • Vet fee limits up to £10,000 per year on Premier
  • 24/7 free vetfone hotline for all policyholders
  • Comprehensive dental and complementary treatments (higher on Plus/Premier)
  • Multi-pet discount of 10% per extra animal
  • Emergency boarding and travel cover on higher plans
  • Efficient online claims system, payments direct to vets
  • No cover for pre-existing or preventive treatments
  • Annual limit per condition on lower plans (Essential, Standard)
  • Premiums and excess increase significantly for older pets
  • No overseas cover except Premier
  • Limited dental cover on Essential, excludes preventive
Table of Contents
  • M&S warranties
  • M&S exclusions
  • M&S prices
  • M&S Support
  • Customer feedback on M&S
  • How can I contact M&S?
  • FAQ
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M&S warranties

M&S offers four comprehensive pet insurance tiers—Essential, Standard, Plus, and Premier—tailored for cats and dogs, with clear segmentation based on annual and per-claim veterinary cover, dental, and the inclusion of extras like travel or emergency boarding. Reimbursement rates are not explicitly stated but are typically up to the reimbursement limits; excess charges are fixed per condition or per policy year depending on the tier, rising by £100 from the pet’s 9th birthday. All plans include strong vet fee benefits, notable legal liability for dogs, loss/theft protection, and value-added services like a 24/7 vet helpline. Premier stands out for its high annual limits (£10k), travel, and behaviour cover, but all tiers strictly exclude pre-existing conditions, most preventive care, working and some banned breeds, and do not offer a wellness/prevention budget. While M&S excels at structured coverage and customer add-ons, the lack of a prevention package and restrictions on older/newly-acquired or high-risk animals may limit some owners’ needs.

Guarantee NameEssentialStandardPlusPremier
Formula positioningEntry-level, max 12-month/condition coverBalanced annual+per condition limitsIntermediate, higher annual limitAll-risk, highest annual caps, max benefits
Type of coverAccident & illnessAccident & illnessAccident & illnessAccident & illness, incl. travel/holiday
Covered animalsDogs and catsDogs and catsDogs and catsDogs and cats
Reimbursement rate (%)Up to annual/claim limit (exact % not stated)Up to annual/claim limitUp to annual limitUp to annual limit
Annual vet fee reimbursement cap£3,000/condition or max 12 months£1,000/condition (£4,000/yr)£2,000/yr or £3,000/yr£5,000, £7,000 or £10,000/year
Excess (deductible) per annum/per claimPer condition (once per accident/illness)Per condition and per yearPer condition and per yearPer condition and per year
Min/max age for new policy (cats/dogs)8+ weeks; max NC8+ weeks; max NC8+ weeks; max NC8+ weeks; max NC
Health questionnaire needed?Not specified (NC)Not specified (NC)Not specified (NC)Not specified (NC)
Waiting period: illness14 days post-policy start14 days14 days14 days
Waiting period: accident14 days14 days14 days14 days
Lifetime policy renewable?Yes, subject to annual reviewYes, subject to reviewYes, subject to reviewYes, subject to review
Vets (consultation/emergency/specialist)Covered within limit (accident & illness)Covered within limitCovered within limitCovered within limit
MedicationCovered within veterinary fee capCovered within veterinary fee capCovered within veterinary fee capCovered within veterinary fee cap
HospitalisationCovered within veterinary fee capCovered within veterinary fee capCovered within veterinary fee capCovered within veterinary fee cap
Ambulance/carrying feesNCNCNC£0.30/mile up to cap
Surgery/anesthesiaCovered within vet fee capCovered within vet fee capCovered within vet fee capCovered within vet fee cap
Scans (CT, MRI, ultrasound)Covered within cap, if recommendedCovered within capCovered within capCovered within cap
Laboratory testsCovered within veterinary fee capCovered within veterinary fee capCovered within veterinary fee capCovered within veterinary fee cap
RadiotherapyCovered within veterinary fee capCovered within veterinary fee capCovered within veterinary fee capCovered within veterinary fee cap
DentalAccidents only, up to capAccidents and illness, up to capAccidents and illness, up to capAccidents and illness, up to cap (£1,000)
Scale & polish (descaling)Not coveredNot coveredNot coveredNot covered
Complementary therapies (osteopathy etc)Up to £500Up to £500Up to £500Up to £1,000
Prevention package (vaccines, flea, worm...)Not coveredNot coveredNot coveredNot covered
Behavioural therapyNot coveredNot coveredNot coveredUp to £250
Therapeutic foodNot coveredNot coveredNot coveredUp to £200, prescribed only
Countries covered (travel)UK, Isle of Man, Channel Islands, NI onlyUK, Isle of Man, Channel Islands, NI onlyUK, Isle of Man, Channel Islands, NI onlyUK+EU (PETS), 3 trips, 60d/trip, full subset cover
Death/cremationDeath: up to £600; cremation: £100Death: up to £600; cremation: £100Death: up to £600; cremation: £100Death: up to £1,500; cremation: £200
EuthanasiaCovered up to £100Covered up to £100Covered up to £100Covered up to £200
Theft/loss/search feesTheft/loss: up to £600; ad £600 reward/publicityTheft/loss: up to £600; ad £600 reward/publicityTheft/loss: up to £600; ad £600 reward/publicityTheft/loss: up to £1,500; £1,250 reward; £750 ad
Boarding (owner hospital stay)Not covered£60/week, up to £600/year£60/week, up to £600/year£70/week, up to £750/year
Holiday cancellation/curtailmentNot coveredNot coveredNot coveredUp to £3,000 (pet illness/death/accident/loss)
Foreign vet fees (travel)Not coveredNot coveredNot coveredUp to £2,000/year
Quarantine costsNot coveredNot coveredNot coveredUp to £2,000
Emergency expenses abroadNot coveredNot coveredNot coveredUp to £500 (other travel emergencies)
Lost certificate (PETS)Not coveredNot coveredNot coveredUp to £250
Repeat tapeworm treatment abroadNot coveredNot coveredNot coveredUp to £500
Civil liability (dogs only)£1,000,000 limit; £250 excess£1,000,000 limit; £250 excess£1,000,000 limit; £250 excess£2,000,000 limit; £250 excess
Health declaration/annual review requiredYes (annual review, premium/franchise may adjust)YesYesYes
Comparison of M&S pet insurance tiers: Essential, Standard, Plus, and Premier.
Formula positioning
Essential
Entry-level, max 12-month/condition cover
Standard
Balanced annual+per condition limits
Plus
Intermediate, higher annual limit
Premier
All-risk, highest annual caps, max benefits
Type of cover
Essential
Accident & illness
Standard
Accident & illness
Plus
Accident & illness
Premier
Accident & illness, incl. travel/holiday
Covered animals
Essential
Dogs and cats
Standard
Dogs and cats
Plus
Dogs and cats
Premier
Dogs and cats
Reimbursement rate (%)
Essential
Up to annual/claim limit (exact % not stated)
Standard
Up to annual/claim limit
Plus
Up to annual limit
Premier
Up to annual limit
Annual vet fee reimbursement cap
Essential
£3,000/condition or max 12 months
Standard
£1,000/condition (£4,000/yr)
Plus
£2,000/yr or £3,000/yr
Premier
£5,000, £7,000 or £10,000/year
Excess (deductible) per annum/per claim
Essential
Per condition (once per accident/illness)
Standard
Per condition and per year
Plus
Per condition and per year
Premier
Per condition and per year
Min/max age for new policy (cats/dogs)
Essential
8+ weeks; max NC
Standard
8+ weeks; max NC
Plus
8+ weeks; max NC
Premier
8+ weeks; max NC
Health questionnaire needed?
Essential
Not specified (NC)
Standard
Not specified (NC)
Plus
Not specified (NC)
Premier
Not specified (NC)
Waiting period: illness
Essential
14 days post-policy start
Standard
14 days
Plus
14 days
Premier
14 days
Waiting period: accident
Essential
14 days
Standard
14 days
Plus
14 days
Premier
14 days
Lifetime policy renewable?
Essential
Yes, subject to annual review
Standard
Yes, subject to review
Plus
Yes, subject to review
Premier
Yes, subject to review
Vets (consultation/emergency/specialist)
Essential
Covered within limit (accident & illness)
Standard
Covered within limit
Plus
Covered within limit
Premier
Covered within limit
Medication
Essential
Covered within veterinary fee cap
Standard
Covered within veterinary fee cap
Plus
Covered within veterinary fee cap
Premier
Covered within veterinary fee cap
Hospitalisation
Essential
Covered within veterinary fee cap
Standard
Covered within veterinary fee cap
Plus
Covered within veterinary fee cap
Premier
Covered within veterinary fee cap
Ambulance/carrying fees
Essential
NC
Standard
NC
Plus
NC
Premier
£0.30/mile up to cap
Surgery/anesthesia
Essential
Covered within vet fee cap
Standard
Covered within vet fee cap
Plus
Covered within vet fee cap
Premier
Covered within vet fee cap
Scans (CT, MRI, ultrasound)
Essential
Covered within cap, if recommended
Standard
Covered within cap
Plus
Covered within cap
Premier
Covered within cap
Laboratory tests
Essential
Covered within veterinary fee cap
Standard
Covered within veterinary fee cap
Plus
Covered within veterinary fee cap
Premier
Covered within veterinary fee cap
Radiotherapy
Essential
Covered within veterinary fee cap
Standard
Covered within veterinary fee cap
Plus
Covered within veterinary fee cap
Premier
Covered within veterinary fee cap
Dental
Essential
Accidents only, up to cap
Standard
Accidents and illness, up to cap
Plus
Accidents and illness, up to cap
Premier
Accidents and illness, up to cap (£1,000)
Scale & polish (descaling)
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Not covered
Complementary therapies (osteopathy etc)
Essential
Up to £500
Standard
Up to £500
Plus
Up to £500
Premier
Up to £1,000
Prevention package (vaccines, flea, worm...)
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Not covered
Behavioural therapy
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Up to £250
Therapeutic food
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Up to £200, prescribed only
Countries covered (travel)
Essential
UK, Isle of Man, Channel Islands, NI only
Standard
UK, Isle of Man, Channel Islands, NI only
Plus
UK, Isle of Man, Channel Islands, NI only
Premier
UK+EU (PETS), 3 trips, 60d/trip, full subset cover
Death/cremation
Essential
Death: up to £600; cremation: £100
Standard
Death: up to £600; cremation: £100
Plus
Death: up to £600; cremation: £100
Premier
Death: up to £1,500; cremation: £200
Euthanasia
Essential
Covered up to £100
Standard
Covered up to £100
Plus
Covered up to £100
Premier
Covered up to £200
Theft/loss/search fees
Essential
Theft/loss: up to £600; ad £600 reward/publicity
Standard
Theft/loss: up to £600; ad £600 reward/publicity
Plus
Theft/loss: up to £600; ad £600 reward/publicity
Premier
Theft/loss: up to £1,500; £1,250 reward; £750 ad
Boarding (owner hospital stay)
Essential
Not covered
Standard
£60/week, up to £600/year
Plus
£60/week, up to £600/year
Premier
£70/week, up to £750/year
Holiday cancellation/curtailment
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Up to £3,000 (pet illness/death/accident/loss)
Foreign vet fees (travel)
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Up to £2,000/year
Quarantine costs
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Up to £2,000
Emergency expenses abroad
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Up to £500 (other travel emergencies)
Lost certificate (PETS)
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Up to £250
Repeat tapeworm treatment abroad
Essential
Not covered
Standard
Not covered
Plus
Not covered
Premier
Up to £500
Civil liability (dogs only)
Essential
£1,000,000 limit; £250 excess
Standard
£1,000,000 limit; £250 excess
Plus
£1,000,000 limit; £250 excess
Premier
£2,000,000 limit; £250 excess
Health declaration/annual review required
Essential
Yes (annual review, premium/franchise may adjust)
Standard
Yes
Plus
Yes
Premier
Yes
Comparison of M&S pet insurance tiers: Essential, Standard, Plus, and Premier.

NC = Not Communicated (not specified in source materials)

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Good to know

  • No cover for treatment/prevention of conditions arising in first 14 days after policy starts, or pre-existing/vaccination-preventable illnesses.
  • No wellness/prevention budget in any plan (vaccines, flea/worm, descaling, neutering, and daily care products all excluded).
  • Pet must be older than 8 weeks at sign-up; some dog breeds not eligible.
  • Upgrade of excess by £100 from 9 years of age; check policy for exact excess per claim.
  • Most caps apply per policy year, except Essential (per condition up to 12 months).
  • Policy includes vetfone™ helpline, legal advice and bereavement support for all tiers.
  • For loss/theft: payout only after 90 days if pet not found; proof of advertising/search expenses required.
  • Behaviour and prescription food only in Premier, and strictly with vet recommendation.
  • In case of pet’s death: proof of purchase or breed/age assessment is required for benefit payment.
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M&S exclusions

M&S Pet Insurance applies a classic set of exclusions such as pre-existing medical conditions, illnesses or accidents occurring within 14 days of policy inception, preventive and comfort care, pregnancy, and elective procedures, but stands out for its strict exclusion of animals under 8 weeks and for excluding any pet used for commercial, breeding (over 2 litters in a lifetime), or professional purposes.

Dangerous or banned dog breeds, as well as their crosses, are not eligible under any circumstances, and civil liability for damages is not covered for family members or professionals in charge of the pet.

Cover outside of the UK is strictly limited to the Premier option, and even then, assistance abroad is subject to strict adherence to PETS (DEFRA) regulations—non-compliance voids any foreign claims.

Behavioural therapies and prescribed diet are only considered under the Premier plan; all lower plans systematically exclude these.

Claims resulting from fraud, non-disclosure, or violation of key contractual obligations (including lapses in required vaccinations) lead to outright denial of coverage.

ExclusionsDetails
Medical Exclusions- Pre-existing conditions
- Illness/injury starting within 14 days after subscription
- Routine/preventive treatments (vaccinations, flea/tick/worm medications)
- Elective/cosmetic procedures
- Comfort care
- Pregnancy and birth
- Behavioural treatments (unless Premier)
- Prescription diet (unless Premier)
- Dental care for illness (unless Standard/Plus/Premier); Essential covers accidental dental only
Geographical Exclusions- No cover abroad except under Premier, and solely in territories listed (UK, Channel Islands, Isle of Man, EU for Premier)
- Abroad: strict PETS (DEFRA) compliance required or all foreign claims excluded
- Travel cover limited to specific durations (max 3 trips/year, 60 days/trip with Premier)
Identification/Breed Exclusions- Any pet under 8 weeks old at policy start
- Dangerous or banned breeds, or their crosses
- Working/commercial pets (including breeders with >2 litters lifetime)
- Pets used in professional activities or for monetary gain
Liability Exclusions- Civil liability claims involving family members or caretakers
- Damage related to excluded breeds
- Liability not covered for non-private uses
Administrative/Contractual Exclusions- Claims resulting from fraud, misstatement, or non-disclosure
- Failure to comply with required vaccinations
- Claims for incidents under acts of war, notifiable diseases (DEFRA-listed)
- Claims outside stated claim submission periods (e.g. not reported within 60 days)
- Non-respect of contractual obligations (moving without notifying, etc.)
Main exclusions applied by M&S Pet Insurance
Medical Exclusions
Details
- Pre-existing conditions
- Illness/injury starting within 14 days after subscription
- Routine/preventive treatments (vaccinations, flea/tick/worm medications)
- Elective/cosmetic procedures
- Comfort care
- Pregnancy and birth
- Behavioural treatments (unless Premier)
- Prescription diet (unless Premier)
- Dental care for illness (unless Standard/Plus/Premier); Essential covers accidental dental only
Geographical Exclusions
Details
- No cover abroad except under Premier, and solely in territories listed (UK, Channel Islands, Isle of Man, EU for Premier)
- Abroad: strict PETS (DEFRA) compliance required or all foreign claims excluded
- Travel cover limited to specific durations (max 3 trips/year, 60 days/trip with Premier)
Identification/Breed Exclusions
Details
- Any pet under 8 weeks old at policy start
- Dangerous or banned breeds, or their crosses
- Working/commercial pets (including breeders with >2 litters lifetime)
- Pets used in professional activities or for monetary gain
Liability Exclusions
Details
- Civil liability claims involving family members or caretakers
- Damage related to excluded breeds
- Liability not covered for non-private uses
Administrative/Contractual Exclusions
Details
- Claims resulting from fraud, misstatement, or non-disclosure
- Failure to comply with required vaccinations
- Claims for incidents under acts of war, notifiable diseases (DEFRA-listed)
- Claims outside stated claim submission periods (e.g. not reported within 60 days)
- Non-respect of contractual obligations (moving without notifying, etc.)
Main exclusions applied by M&S Pet Insurance

M&S prices

Overall, M&S Pet Insurance is positioned just above the mid-market in terms of price, reflecting a strong breadth of guarantees, robust annual reimbursement caps, and low to moderate excess levels across its tiers. The essential formula covers key risks but remains competitive, whereas Standard, Plus and Premier offer extensive benefits (dental, emergency boarding, death, theft, travel) that surpass many entry-level or purely online insurers, especially on premium formulas with higher annual limits and added support services (e.g., vetfone 24/7, legal helplines). Unlike some pure players, M&S operates via RSA's classic management structure, which can mean slightly higher admin costs but provides access to a mature claims service and comprehensive customer support. The Premier plan is relatively high-priced but offers rare international benefits and broader cover, suiting those seeking maximum peace of mind. In summary, M&S sits between mainstream and premium, targeting customers seeking strong, reliable coverage at a price justified by generous limits and added services rather than stripped-down affordability.

EssentialStandardPlusPremier
Young cat (2-4 yrs)£11/month£17/month£23/month£31/month
Senior cat (7-8 yrs)£17/month£25/month£34/month£45/month
Small dog (2-4 yrs)£15/month£23/month£30/month£42/month
Small dog (7-8 yrs)£25/month£36/month£49/month£62/month
Large dog (2-4 yrs)£19/month£29/month£37/month£53/month
Senior dog (7-8 yrs)£35/month£53/month£67/month£89/month
Example monthly premiums for M&S Pet Insurance by animal type and cover level.
Young cat (2-4 yrs)
Essential
£11/month
Standard
£17/month
Plus
£23/month
Premier
£31/month
Senior cat (7-8 yrs)
Essential
£17/month
Standard
£25/month
Plus
£34/month
Premier
£45/month
Small dog (2-4 yrs)
Essential
£15/month
Standard
£23/month
Plus
£30/month
Premier
£42/month
Small dog (7-8 yrs)
Essential
£25/month
Standard
£36/month
Plus
£49/month
Premier
£62/month
Large dog (2-4 yrs)
Essential
£19/month
Standard
£29/month
Plus
£37/month
Premier
£53/month
Senior dog (7-8 yrs)
Essential
£35/month
Standard
£53/month
Plus
£67/month
Premier
£89/month
Example monthly premiums for M&S Pet Insurance by animal type and cover level.

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M&S Promo Codes

M&S Promo CodesDetails
Multi-pet discount10% discount when insuring multiple pets; request when subscribing
M&S promo codes and their details.
Multi-pet discount
Details
10% discount when insuring multiple pets; request when subscribing
M&S promo codes and their details.

How much will I be reimbursed with M&S?

Type of treatmentAverage price (GBP)Reimbursement & out-of-pocket (Premier)
Spay/neuter surgery£250Not covered (preventive treatment).
Out-of-pocket: £250
Vaccinations£60Not covered (preventive treatment).
Out-of-pocket: £60
Accident-related surgery£1,000Reimbursed £1,000 (up to annual limit, excluding excess).
Out-of-pocket: £0 (excluding excess)
Consultation & medication£120Reimbursed £120 (up to annual limit, excluding excess).
Out-of-pocket: £0 (excluding excess)
Dental treatment (illness or accident)£400Reimbursed £400 (up to the annual and dental limit, excluding excess).
Out-of-pocket: £0 (excluding excess)
Example of veterinary treatment costs, reimbursement and out-of-pocket costs for M&S Premier pet insurance.
Spay/neuter surgery
Average price (GBP)
£250
Reimbursement & out-of-pocket (Premier)
Not covered (preventive treatment).
Out-of-pocket: £250
Vaccinations
Average price (GBP)
£60
Reimbursement & out-of-pocket (Premier)
Not covered (preventive treatment).
Out-of-pocket: £60
Accident-related surgery
Average price (GBP)
£1,000
Reimbursement & out-of-pocket (Premier)
Reimbursed £1,000 (up to annual limit, excluding excess).
Out-of-pocket: £0 (excluding excess)
Consultation & medication
Average price (GBP)
£120
Reimbursement & out-of-pocket (Premier)
Reimbursed £120 (up to annual limit, excluding excess).
Out-of-pocket: £0 (excluding excess)
Dental treatment (illness or accident)
Average price (GBP)
£400
Reimbursement & out-of-pocket (Premier)
Reimbursed £400 (up to the annual and dental limit, excluding excess).
Out-of-pocket: £0 (excluding excess)
Example of veterinary treatment costs, reimbursement and out-of-pocket costs for M&S Premier pet insurance.

NB:

  • "Reimbursed" amounts shown here are before the annual policy excess/deductible.
  • Spay/neuter and vaccines are not reimbursed by any M&S formula as they are preventive.
  • Premier offers the highest annual reimbursement limit (up to £10,000/year).
  • Remainder to be paid by the client (out-of-pocket) does not include the policy excess.
  • Actual costs vary by region and veterinary clinic.

M&S Support

M&S Pet Insurance provides a valuable 24/7 vetfone™ hotline, offering unlimited telephone access to qualified veterinary nurses, which is a strong asset for immediate guidance in a health emergency. The assistance package is also notable for its dedicated legal helpline and support lines for bereavement, ensuring holistic support beyond medical care. However, the offer lacks a video teleconsultation service and does not provide a direct payment solution or advance of fees at vet clinics, which can be limiting for policyholders facing unexpected expenses. While claim submission and follow-up are available online, the absence of a dedicated M&S mobile app means users cannot benefit from integrated claim management, digital policy documents, or notifications on their phones. Finally, international travel coverage remains strictly limited to the Premier plan, only for trips within Europe and under defined conditions.

Assistance M&SAvailable?Details
Advance of feesNo direct payment or advance of fees system (such as Payvet, Petcard, Carecredit) is available. Payment is always made to customer or vet after claim approval.
Payment facilitiesMonthly direct debit is available at no extra cost. Annual upfront payment option is also offered.
Mobile appNo dedicated M&S Pet Insurance app available. Claims and contract management are done online via web forms. No mobile notifications or in-app experience.
Digital claim managementClaims can be submitted and tracked online via a secure portal. Both clients and vets can upload required documents.
Veterinary emergency24/7 unlimited vetfone™ access with qualified nurses for medical triage and advice. No video or in-person emergency consultation service included.
Veterinary/clinic partner networkNo proprietary partner network—clients are free to use any licensed UK or European vet (within policy terms).
Foreign coverageOnly available with Premier plan: up to 3 trips/year, max 60 days each, in the EU/PETS compliant countries. Includes medical, emergency and travel-related claims.
Overview of M&S Pet Insurance assistance services and availability.
Advance of fees
Available?
Details
No direct payment or advance of fees system (such as Payvet, Petcard, Carecredit) is available. Payment is always made to customer or vet after claim approval.
Payment facilities
Available?
Details
Monthly direct debit is available at no extra cost. Annual upfront payment option is also offered.
Mobile app
Available?
Details
No dedicated M&S Pet Insurance app available. Claims and contract management are done online via web forms. No mobile notifications or in-app experience.
Digital claim management
Available?
Details
Claims can be submitted and tracked online via a secure portal. Both clients and vets can upload required documents.
Veterinary emergency
Available?
Details
24/7 unlimited vetfone™ access with qualified nurses for medical triage and advice. No video or in-person emergency consultation service included.
Veterinary/clinic partner network
Available?
Details
No proprietary partner network—clients are free to use any licensed UK or European vet (within policy terms).
Foreign coverage
Available?
Details
Only available with Premier plan: up to 3 trips/year, max 60 days each, in the EU/PETS compliant countries. Includes medical, emergency and travel-related claims.
Overview of M&S Pet Insurance assistance services and availability.

Customer feedback on M&S

Review SiteRating and Number of Reviews
TrustpilotNo public TrustScore or review count published for M&S Pet Insurance as of now (profile exists, but lacks >100 reviews)
Reviews.ioNot listed or insufficient number of reviews for citation
FeefoNot listed or insufficient number of reviews for citation
Main review sites and their available information for M&S Pet Insurance
Trustpilot
Rating and Number of Reviews
No public TrustScore or review count published for M&S Pet Insurance as of now (profile exists, but lacks >100 reviews)
Reviews.io
Rating and Number of Reviews
Not listed or insufficient number of reviews for citation
Feefo
Rating and Number of Reviews
Not listed or insufficient number of reviews for citation
Main review sites and their available information for M&S Pet Insurance

We have analysed customer reviews from the sources above and various thematic feedback.

On the positive side, policyholders who have taken out an M&S Pet Insurance contract for their pet frequently mention:

  • A comprehensive choice of cover levels, allowing for tailored protection and flexibility to match the animal’s needs and household budget: owners appreciate clear options for both “per condition” and annual limits, as well as extensions for travel and add-ons.
  • The inclusion of support services such as vetfone™ 24/7 advice line: clients value being able to consult veterinary nurses at any time without extra charges, which is reassuring especially when unsure whether a vet visit is needed.
  • Easy digital claims process and customer service accessibility: claim forms can be submitted online, status can be tracked, and the ability to speak to a UK-based adviser is perceived positively.
  • Multi-pet discount and clear communication at renewal: customers with multiple animals note the 10% multi-pet discount as a plus, and appreciate reminders and renewal communication.
  • Affiliation with Marks & Spencer and RSA gives some owners added confidence in the brand and its financial backing.

On the negative side:

  • A number of exclusions—particularly for pre-existing conditions, routine and preventive care, or breed-specific health issues—are frequently cited as disappointing, especially by those not reading the policy carefully before purchasing.
  • Annual premium increases as the pet ages and occasional sudden price hikes at renewal create frustration among clients, especially where no claims have been made.
  • Limits and sub-limits (such as “per condition,” annual dental limits, or overseas cover) sometimes result in lower reimbursements than expected, especially for recurring or chronic conditions.
  • Claims process, while online, still sometimes requires significant documentation from vets and owners, leading to occasional delays or requests for additional evidence.
  • There are reports of declined claims for ambiguous reasons (e.g., interpretation of “linked conditions” or timing related to waiting periods), which can cause dissatisfaction and a perception of lack of transparency.
  • Some customers regret that helpline and customer service hours are limited on weekends for non-emergency questions, compared to some competitors with extended hours.

How can I contact M&S?

Service client M&SDétails
To get a quote or subscribe onlineYou can use the HelloSafe best pet insurance comparison tool, select the plan that suits you and click to get a quote.
To claim and track a reimbursement- Fill in the claim form online (for ongoing treatments or new claims) available here.
- Attach all supporting invoices and, if needed, additional relevant documents (proof of payment, prescription, diagnosis, etc.).
- Claims must be made within 60 days after treatment.
- You can choose to have the payment made directly to you or to the treating vet.
- Track your claim status online.
- For questions, use the live chat on the site, call 0800 980 8750 (Mon–Fri 8am-6pm, Sat 9am-1pm), or email via the form/contact on the M&S Pet Insurance portal.
- Average reimbursement time: most cases are settled within a few working days after receipt of documents.
To obtain an insurance certificate- Contact customer service:
Phone: 0800 980 8740
or via the online portal/contact form.
Have your policy number ready.
- Request can also be sent by post: M&S Pet Insurance, Customer Relations Team, PO Box 255, Wymondham, NR18 8DP.
To contact assistance- For veterinary helpline 24/7 (vetfone™): 0800 980 5583.
- For legal advice: 0800 980 5580 (24/7).
- For pet bereavement support: 0800 980 5581 (24/7).
- For DEFRA/PET travel info: 0345 933 5577.
- For other services (pet-sitting, trainers, cemeteries, etc.): 0800 980 8740.
All numbers are free from UK landlines/mobile.
To cancel my contract- Contact the customer service by phone: 0800 980 8740, or write to: M&S Pet Insurance, Customer Relations Team, PO Box 255, Wymondham, NR18 8DP.
- Mention your policy number, and specify your wish to cancel.
- Notice period: You can cancel at any time. If you cancel within 14 days of receiving your policy documents, you will be fully refunded if no claim has been made ("cooling-off" period). After this, you may be refunded pro-rata for the unused period, provided no claim was paid.
- Attach a signed written cancellation request if contacting by post/e-mail.
- No specific document required, but have your police details ready. For deceased pets, attach a proof (vet certificate or similar).
- Refund is usually processed within a few working days after cancellation confirmation.
Customer service contact details and processes for M&S Pet Insurance
To get a quote or subscribe online
Détails
You can use the HelloSafe best pet insurance comparison tool, select the plan that suits you and click to get a quote.
To claim and track a reimbursement
Détails
- Fill in the claim form online (for ongoing treatments or new claims) available here.
- Attach all supporting invoices and, if needed, additional relevant documents (proof of payment, prescription, diagnosis, etc.).
- Claims must be made within 60 days after treatment.
- You can choose to have the payment made directly to you or to the treating vet.
- Track your claim status online.
- For questions, use the live chat on the site, call 0800 980 8750 (Mon–Fri 8am-6pm, Sat 9am-1pm), or email via the form/contact on the M&S Pet Insurance portal.
- Average reimbursement time: most cases are settled within a few working days after receipt of documents.
To obtain an insurance certificate
Détails
- Contact customer service:
Phone: 0800 980 8740
or via the online portal/contact form.
Have your policy number ready.
- Request can also be sent by post: M&S Pet Insurance, Customer Relations Team, PO Box 255, Wymondham, NR18 8DP.
To contact assistance
Détails
- For veterinary helpline 24/7 (vetfone™): 0800 980 5583.
- For legal advice: 0800 980 5580 (24/7).
- For pet bereavement support: 0800 980 5581 (24/7).
- For DEFRA/PET travel info: 0345 933 5577.
- For other services (pet-sitting, trainers, cemeteries, etc.): 0800 980 8740.
All numbers are free from UK landlines/mobile.
To cancel my contract
Détails
- Contact the customer service by phone: 0800 980 8740, or write to: M&S Pet Insurance, Customer Relations Team, PO Box 255, Wymondham, NR18 8DP.
- Mention your policy number, and specify your wish to cancel.
- Notice period: You can cancel at any time. If you cancel within 14 days of receiving your policy documents, you will be fully refunded if no claim has been made ("cooling-off" period). After this, you may be refunded pro-rata for the unused period, provided no claim was paid.
- Attach a signed written cancellation request if contacting by post/e-mail.
- No specific document required, but have your police details ready. For deceased pets, attach a proof (vet certificate or similar).
- Refund is usually processed within a few working days after cancellation confirmation.
Customer service contact details and processes for M&S Pet Insurance

FAQ

Do I need to pay the vet upfront with M&S Pet Insurance?

With M&S Pet Insurance, you typically pay the vet first and then claim back the eligible costs. However, in some cases, and if your vet agrees, payment can be made directly to the vet at the insurer's discretion. Always discuss payment options with your vet and notify M&S when making a claim if you’d prefer direct payment to the veterinary practice.

How do I cancel my M&S pet insurance policy?

To cancel your M&S pet insurance policy, contact Royal & Sun Alliance Insurance Ltd by phone or email. There is no fixed notice period; cancellation can be requested at any time, with possible pro-rata refund depending on claim history. Make sure to provide your policy number and proof of identity when requesting cancellation.

What types of cover does M&S Pet Insurance offer?

M&S provides four levels of cover: Essential, Standard, Plus, and Premier. These range from time-limited cover (Essential) to comprehensive annual limits with worldwide features (Premier). Coverage includes vet fees, public liability (for dogs), loss/theft, and, with some plans, emergency boarding and travel extras. Choose the plan that fits your pet’s needs and your budget.

Are there any exclusions I need to be aware of?

Yes, M&S Pet Insurance does not cover pre-existing conditions, routine or preventative treatments (like vaccinations or flea control), animals under 8 weeks old at the policy start, and certain restricted dog breeds. There are also waiting periods after you first take out your policy, and some limits for older pets. Check your policy document for a full list of exclusions.

How do I make a claim with M&S Pet Insurance?

To claim, fill out the online claim form—either you or your vet can do this. You'll need to provide itemised invoices and your vet may need to supply medical notes. Submit these through the online portal, by email, or post. Claims should be made within 60 days of treatment, and you can choose for reimbursement to be paid to you or directly to your vet (if your vet agrees).

Do I need to pay the vet upfront with M&S Pet Insurance?

With M&S Pet Insurance, you typically pay the vet first and then claim back the eligible costs. However, in some cases, and if your vet agrees, payment can be made directly to the vet at the insurer's discretion. Always discuss payment options with your vet and notify M&S when making a claim if you’d prefer direct payment to the veterinary practice.

How do I cancel my M&S pet insurance policy?

To cancel your M&S pet insurance policy, contact Royal & Sun Alliance Insurance Ltd by phone or email. There is no fixed notice period; cancellation can be requested at any time, with possible pro-rata refund depending on claim history. Make sure to provide your policy number and proof of identity when requesting cancellation.

What types of cover does M&S Pet Insurance offer?

M&S provides four levels of cover: Essential, Standard, Plus, and Premier. These range from time-limited cover (Essential) to comprehensive annual limits with worldwide features (Premier). Coverage includes vet fees, public liability (for dogs), loss/theft, and, with some plans, emergency boarding and travel extras. Choose the plan that fits your pet’s needs and your budget.

Are there any exclusions I need to be aware of?

Yes, M&S Pet Insurance does not cover pre-existing conditions, routine or preventative treatments (like vaccinations or flea control), animals under 8 weeks old at the policy start, and certain restricted dog breeds. There are also waiting periods after you first take out your policy, and some limits for older pets. Check your policy document for a full list of exclusions.

How do I make a claim with M&S Pet Insurance?

To claim, fill out the online claim form—either you or your vet can do this. You'll need to provide itemised invoices and your vet may need to supply medical notes. Submit these through the online portal, by email, or post. Claims should be made within 60 days of treatment, and you can choose for reimbursement to be paid to you or directly to your vet (if your vet agrees).

Charlotte Green
Charlotte Green
HelloSafe
Charlotte is a finance content specialist with a sharp analytical mind and a strong academic background. She holds a degree in Philosophy, Politics and Economics (PPE) from the University of Oxford and a Master’s in Behavioural Economics from the London School of Economics. Her academic training gave her the tools to make sense of complex financial systems—and to explain them in a way that’s both smart and relatable. Before joining HelloSafe, Charlotte worked in editorial roles for financial media and strategy firms, where she focused on personal finance, digital banking, and policy analysis. She is passionate about helping people make informed decisions about their money, especially in an age where the financial landscape is changing fast. At HelloSafe, she covers key topics such as insurance, tax, utilities, credit and budgeting tools. Her mission: provide clear, honest and actionable insights that empower readers to take control of their financial lives with confidence.

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