Filing a claim

First step – make sure your pet gets help and collect all documentation, receipts, and invoices. Then file a claim within 7 days at kontakt@pzu.pl.

• You'll need your policy number, health booklet and/or microchip number.
• You send all scanned documents to PZU, receive a claim number and a dedicated handler who will take care of the case.
• Most importantly – payment within 30 days of filing. When everything is complete, it should be faster.

A reminder so there are no surprises – 20% co-payment. A little you, mostly us.

The standard set is:

• Policy number.
• Animal ID document – health booklet or document confirming microchip marking, along with the microchip number.
• Medical documentation from the vet – description of the event, diagnosis, treatment and vaccination history.
• Invoices or receipts for the treatment costs incurred.

In the case of reporting the animal's death, additionally:

• A veterinarian's certificate confirming the death and its date (and the cause where possible).
• In the case of euthanasia, confirmation that it was necessary.

The insurer may ask you to allow the animal to be examined by a designated veterinarian.

Choose freely. In Poland only, and remember:

• Treatment must be carried out by a licensed veterinarian (Instagram doesn't grant qualifications).
• Visits and procedures must be documented with an invoice and medical records.
• Medications must be recommended by a veterinarian and indicated in the treatment documentation.

The statutory payment deadline is 30 days from the date of the claim. If clarifying the circumstances requires more time, the undisputed part of the compensation is paid within those 30 days, and the rest – within 14 days of all circumstances being clarified.

Tips on what to have ready to make things easier:

• Complete medical documentation from the vet.
• Legible invoices or receipts.
• Health booklet with up-to-date vaccinations.
• Policy number provided when filing the claim.

The claim must be filed within 7 days of the event occurring or of becoming aware of it.

In the case of damage caused by your pet to a third party:

Step 1. Take care of the injured person. Once, because it's the right thing to do. Twice, because you must. Provide first aid and call for help if needed.

Step 2. Report the incident within 7 days.

Step 3. If the injured party makes a claim against you, let us know within 7 days. If the case goes to court, you have another 7 days from receiving the lawsuit.

Step 4. Do not admit liability on your own or promise compensation to the injured party without our consent. If you admit the claim or pay out of pocket yourself, it does not automatically mean the insurer will pay compensation to the injured party or reimburse you. Let us check the case first – that's what we're here for.