What to Keep on Record for Your Dog's Insurance Claim

Dog insurance in the UK pays out tens of millions of pounds a year in claims - and insurers decline a significant proportion of those claims, often for documentation-related reasons rather than because the condition isn't covered. According to the PDSA PAW Mini Report 2025, 64% of UK dogs are insured - up from 61% in 2023 - but 45% of those without insurance said cost was the main reason they hadn't taken out a policy, leaving a significant portion of the UK's 11.1 million dogs with no financial safety net.

The three most common reasons claims are reduced or refused: a pre-existing condition wasn't declared, there's no documented vet history to support the claim, or the timing of the condition's onset can't be established. All three are easier to manage if you've been keeping good records from the start.

This isn't about gaming the system. It's about having the documentation that supports a legitimate claim.

What counts as a pre-existing condition

UK pet insurance policies almost universally exclude conditions that existed before the policy started, or that were present during any waiting period after the policy started.

The definition of "pre-existing" is broader than many owners expect. A condition doesn't need a formal diagnosis to be considered pre-existing - if there are vet records showing symptoms consistent with the condition before the policy start date, the insurer may decline coverage on that basis.

This makes your records important in two ways. First, if you're switching insurers, understanding your dog's documented history helps you know what may be excluded under a new policy. Second, if a claim is disputed, your health log can sometimes demonstrate that a condition genuinely arose after coverage began.

What to record that insurers care about

Every vet visit, with dates: A documented history of veterinary care demonstrates that the condition was unknown to you before it appeared and that you sought treatment appropriately. A dog with no vet records for three years who suddenly has an expensive surgery claim is a harder case than one with annual check-up records and a dated onset.

First date of symptoms: When did you first notice something was wrong? The more precisely you can answer this, the more clearly it establishes that a condition began after a specific date. "Sometime in spring" is less useful than "I first noticed she was lethargic and off food on 14 April."

Medications and treatments with dates: Including the dates you gave flea and worm treatments - some policies include excess waivers or preventive care benefits, and some conditions (such as tick-borne illnesses) are easier to claim when you can demonstrate regular preventive care.

Any previous injuries or conditions, even if resolved: A cruciate ligament rupture in the left stifle three years ago matters when a claim is made for the right stifle. Not necessarily because it affects coverage, but because knowing it exists means you're not caught off-guard when the insurer asks.

When making a claim

Before submitting:

• Gather the vet's clinical notes for the relevant visits - you're entitled to request these
• Have a clear timeline of symptom onset and treatment
• Know which vet visited your dog and when
• Have receipts and invoices, not just estimates

Many insurers require the vet to complete a claim form directly - but understanding your dog's history means you can review what's submitted and identify anything that might be described inaccurately.

Lifetime vs annual policies

This matters for record-keeping strategy.

Lifetime policies provide ongoing coverage for chronic conditions as long as the policy continues. These are significantly more valuable for dogs who develop ongoing conditions. Keeping records matters because if a claim is denied, you can often appeal with documentation.

Annual (or maximum benefit) policies stop covering a condition once the annual limit is reached, or once the policy term ends. Switching policies with an existing condition often means that condition is excluded going forward. Understanding what's documented in your dog's history before you switch is important.

What good records look like from an insurer's perspective

Insurers want to see: dated evidence that a condition is new, that you sought veterinary care in a timely way, and that the diagnosis and treatment are consistent with what you're claiming. A health journal with dated entries - noting first symptoms, vet visits, diagnoses, treatments - provides exactly this.

This is one of the practical reasons a consistent health log has financial value, not just medical value. The difference between a declined claim and a paid claim is sometimes documentation rather than coverage. The BVA (British Veterinary Association) has highlighted that clear, dated clinical histories are among the most useful tools vets have when completing insurance claim forms - making owner-maintained records a direct support for successful claims.

Frequently Asked Questions

Do I need to declare everything in my dog's history when I take out a new policy? Yes - accurately and completely. Non-disclosure of known conditions voids the policy for those conditions and can void the policy entirely in cases of deliberate misrepresentation. Declaring something doesn't necessarily mean it's excluded - each insurer handles this differently - but not declaring it is a significant risk.

My dog had a minor issue years ago that fully resolved. Do I still need to mention it? Insurers typically ask about conditions in the past, with the timeframe varying by insurer (usually 12–24 months, sometimes longer). A fully resolved minor issue from three years ago may or may not need to be declared - read the specific policy wording or call the insurer directly if you're unsure.

Can my vet help me understand what's in my dog's records before I switch insurers? Yes. You have the right to request a copy of your dog's veterinary records. Reviewing them - or asking your vet to summarise the relevant history - before switching policies can help you understand what may be subject to exclusions.

What should I do if an insurance claim is declined? Request the specific reason in writing. If it's documentation-related, gather the relevant evidence and appeal. If the insurer believes a condition is pre-existing, a clinical letter from your vet attesting to when symptoms first appeared can support an appeal. Many declined claims are overturned on appeal with adequate documentation.