Our commitment to accessibility Is getting to the vet a challenge? Ways to contact us How to get documents in alternative formats Using assistive technology Help if you’re facing financial difficulty Our website standards and external links
Getting pet insurance should be straightforward for everyone. This is regardless of how you:
We’re improving accessibility across our digital platforms. Our team is trained in vulnerable customer support. We can also provide documents in different formats, including large print.
If you experience any issues using our services, or need support we haven’t covered here, please let us know:
Your feedback helps us listen and learn. It means we keep pushing to make our cover, processes and service better for those who need it most.
All of our policies include free access to FirstVet. With this service, you can video call an expert UK-based vet 24/7. You can make unlimited calls for medical and behavioural support for your dog or cat, without needing to leave your home. And these calls don’t count as a claim, so they won’t affect your vet fee limits.
However you prefer to get in touch, we’re ready to help with questions about your policy, our accessibility features or anything else.
Sometimes it’s easier to talk. Our trained team is on hand to help with any questions about your policy or cover.
Prefer to type? Our friendly live chat agents are available:
Our live chatbot, Pat, is available to help 24/7.
It you want to get in touch by post, you can write to us at:
Britannia House, 3-5 Rushmills Business Park, Bedford Rd, Northampton NN4 7YB
You can send us an email at [email protected]. We will aim to respond to your query within 3 working days.
Standard print isn’t right for everyone. Need any policy document in a different format? Call our customer services team on 0333 818 2108 or email [email protected] and let us know what you need.
We’ll provide large-print documents whenever you request them. Ideal if you find standard text hard to read.
If you have a hearing or speech impairment, you can contact us using the Relay UK service. It lets you type what you want to say, is free to use, and available during our normal opening hours. A specialist relay assistant will speak your words to us and type our response back to you.
You can use Relay UK by:
We build our pages to be compatible with screen readers – software that reads on-screen content aloud. Most devices have a screen reader built in.
If you’re using a screen reader and experience any issues on our site, please let us know.
We aim to maintain a high degree of contrast between text and background colours. This applies to all our pages.
Our pages support reflow, meaning you can zoom right in. Our pages will then reorganise themselves to fit your screen. To adjust text size on a computer, press Ctrl + (plus) to zoom in or Ctrl – (minus) to zoom out. On a Mac, use the Command key instead of Ctrl.
On a mobile device? You can adjust text size through your phone’s display or accessibility settings.
We test our website across a wide range of browsers and devices. This is to make sure it’s accessible for everyone – but feedback is always welcome. If something doesn’t work for you, please contact us, and we’ll investigate.
Money worries shouldn’t add extra stress. If you’re struggling, you may qualify for the government-backed Breathing Space scheme. This pauses most enforcement action. It also freezes interest and charges on eligible debts for up to 60 days.
There are two types of Breathing Space options:
You can only apply for Breathing Space through a debt advice provider. Free, confidential debt advice is available from:
If you’re in a Breathing Space period and need to discuss your policy, please let us know. Our team is trained to handle these conversations with care and sensitivity.
We aim to meet WCAG 2.2 AA accessibility standards across our site. While most pages already comply, a few older or third-party pages may fall short. If you find something that doesn’t work for you, please tell us so we can fix it.
Some Petgevity pages include links to external websites. Be aware that we’re not responsible for the content or accessibility of third-party sites. Any site you visit will have its own terms and privacy policy.
Written by: Owe Carter, pet insurance expert
Reviewed by: Jordan Harris, Vulnerable Customer Lead Last updated: 9 July 2026