Marks and Spencer plc is an introducer appointed representative of Pinnacle Insurance Ltd which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (register number 110866). Registered Office: 4th Floor, Limelight, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH. M&S Pet Insurance is a trading style of and arranged, administered & underwritten by Pinnacle Insurance Ltd. Marks and Spencer plc and Pinnacle Insurance Ltd are not part of the same corporate group.Marks and Spencer plc receives from Pinnacle Insurance Ltd a percentage of the payment amount you pay for your pet insurance. The payment is for introducing customers to Pinnacle Pet Insurance products and to cover the costs Marks and Spencer plc incurs by offering promoting insurance products to our customers. The payment received by Marks and Spencer plc may varies depending on the insurance product.
What are you looking for?
FAQs
What is the M&S Pet Portal?
The M&S Pet Portal our online hub makes it easy to view and track the details of your cover, view policy documents, submit vet fee claims and speak with the Petcall team 24 hours a day, 365 days a year.It's available to any M&S Pet Insurance customer who bought their policy after 12 Nov 2025 or who have renewed their policy after 27 Jan 2026.
Click here to log in to the M&S Pet Portal.
Only customers who are registered for the portal can access it. If you bought a policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026, you won't be able to register yet. We'll send you an invite to register for the portal with your renewal information.
How can I make changes to my pet insurance policy?
You can make changes to your policy details in a couple of different ways depending on when you purchased your cover:If you took out your policy after 12 Nov 2025 or renewed after 27 Jan 2026
You can manage your details in the M&S Pet Portal. Need help amending your details? Message us in the 'Contact us' section of the portal and our team will be happy to help. Click here to log in to the M&S Pet Portal.
If you took out a policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026
Give our Customer Services team a call on 0800 980 8740 or email contact@insurancepet.marksandspencer.com to manage your policy details.
Please note that changing your policy details may affect the price of your insurance.
Can I cancel my policy?
We're sorry to hear that you want to cancel your M&S Pet Insurance policy.• If you're in the first 14 days of the policy and haven't made a claim, you can cancel and get a complete refund of any payments made.
• If you're outside of the initial 14-day period and haven't made a claim, you can still cancel. If you paid annually your payment will be refunded on a pro-rata basis.
The process for cancelling your policy is different depending on when you took out your cover:
If you took out your policy after 12 Nov 2025 or renewed after 27 Jan 2026
You can cancel in the 'Pet Policies' area of the M&S Pet Portal. Click here to log in to the M&S Pet Portal.
If you took out a policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026
Please call 0800 980 8740
How do I make a complaint?
The process for making a complaint will depend on when you took out your policy.If you took out cover after 12 Nov 2025 or renewed an existing policy after 27 Jan 2026
You can submit a complaint in the M&S Pet Portal via our "Contact us" page. Click here to log in to the M&S Pet Portal.
If you took out a policy before 28 Oct 2025 or you renewed your policy before 27 Jan 2026
Please call 0800 980 8740 or you can email us at mandspet@uk.rsagroup.com.
When you submit a complaint please be sure to provide plenty of detail so that our team can offer as much assistance as possible.
Contact
For enquiries such as changing your cover, making a complaint, managing payments, or cancelling your cover
At M&S your privacy is important to us. View our Privacy Notice here