Why do I need to reactivate an old policy to resubmit a claim?

This usually comes up when your treatment happened under your previous policy period. Claims must always be submitted under the policy that was active on the date of treatment, not your newest one. There are two situations, so here is how to tell which one you are in.

1. Your old policy is still active.

This is the case when today's date still falls within your previous policy period. For example, if your previous policy runs 1 January 2026 to 31 December 2026 and you are submitting on 10 December 2026, that older policy is still active, even if you have already renewed for next year.

In this case, do not use the main "Submit claim" button on your account home page, because that points to your newest policy. Instead:

• Log in and click into the correct, older, still active policy.
• Then click "Submit claims" from inside that policy.

That way the claim lands on the right policy and processes correctly.

2. Your old policy has expired and you can no longer find it in your account.

No problem. Reach out to us on WhatsApp and we will temporarily reactivate your old policy so you can submit the claim accurately:

Message us on WhatsApp

The link comes with a short pre-filled message so we can identify your case quickly. Just fill in your policy ID and your pet's name, and we will get it reactivated for you.