Contact us about Pet Insurance

Find out how to get in touch

How can we help?

Queries or claims for policies bought on or after 20 April 2020 from Animal Friends

Please find all contact details at Animal Friends


For new and existing claims for policies bought before 20 April 2020 from Aviva 

You can request a claims form
To receive a claims from please email your full name and client reference number to customerqueries@insurancefactory.co.uk

Once filled in, send back to customerqueries@insurancefactory.co.uk or post to Aviva Pet Insurance, Claims Department, The Connect Centre, Kingston Crescent, Portsmouth, PO2 8QL.

Once received we'll contact you within five days.

If you want to talk to us about a new or existing claim, call us on

0333 234 0631

Monday to Friday: 8:00am - 8:00pm

Saturday: 9:00am - 2:00pm

Sunday: Closed

Bank Holidays: 9:00am - 5:00pm

Christmas and New Year: Closed


Customer service queries for policies bought before 20 April 2020 from Aviva

0333 234 0630

Monday to Friday: 8:00am - 8:00pm

Saturday: 9:00am - 2:00pm

Sunday: Closed

Bank Holidays: 9:00am - 5:00pm

Christmas and New Year: Closed

Haven't found what you're looking for?

See our contact us page for a full directory.

Still need help? Ask our chatbot.

Important information

For our joint protection, telephone calls may be recorded and/or monitored and will be saved for a minimum of 5 years. Calls to 0800 numbers from UK landlines and mobiles are free. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.

For pet insurance policies bought before 20 April 2020, Aviva Insurance Limited introduce to Insurance Factory Ltd who arrange and administer the policy. Insurance Factory Ltd is authorised and regulated by the Financial Conduct Authority (No. 306164). Registered in England and Wales Number 02982445. Registered Office: 45 Westerham Road, Bessels Green, Sevenoaks, Kent, TN13 2QB.  Pet Insurance is underwritten by Aviva Insurance Limited. Registered in Scotland, No. 2116. Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number (FRN) 202153.  You can check this by visiting the Financial Services Register at www.fca.org.uk/register

For policies brought from 20th April 2020, Pet Insurance is introduced by Aviva UK Digital Limited (Registered in England No. 09766150. Registered Office: St Helen’s, 1 Undershaft, London, EC3P 3DQ) to Animal Friends Insurance Services Limited. Both companies are authorised and regulated by the Financial Conduct Authority.