How to file a claim with Lassie

Reimbursement is quick and easy at Lassie. As soon as you get your invoice you can send it to us as described above. Our claims team will calculate which costs will be reimbursed, which depends on your package and deductible, and will transfer the money to your account within a few days. Usually the process takes less than one week!

Depending on the vet’s chosen term of payment, you can wait for reimbursement before paying the bill, or you can pay in advance and get reimbursed afterwards. Direct settlement with the vet is currently not possible.

Please note that the assessment and reimbursement may take longer in the case of a liability claim, as the cases are more complex.

When you purchase Lassie surgery or health insurance, you get access to online video consultations with a veterinarian from our partner FirstVet. If you have Lassie health insurance, using FirstVet medical video consultations is free and does not affect your insurance premium. Please note: If you have Lassie surgery insurance, you may only contact FirstVet for free 10 days before and 30 days after a covered surgery.

We recommend that in cases where you are not sure whether you need to see a vet, you contact FirstVet first. In many cases, the vet can give you a video assessment of your pet's condition and a recommendation for next steps.

FirstVet helps you with veterinary issues right from your phone. Common questions they help with are:

• Vomiting and diarrhea

• Skin problems and itching

• Colds (coughs and sniffles)

• Possible poisoning

• Accidents and injuries

Here’s how FirstVet works:

Before the call

You can book an appointment directly through the Lassie app. If you haven't already done so, download the FirstVet app to perform the video consultation. If this is not possible for you, you can also specify in the booking that the vet should reach you by phone.

During the call 

Your visit will take place via a video call on your phone, tablet, or computer. You will receive a reminder via SMS just before your call begins.

After the call

FirstVet will make the diagnosis and make sure your pet gets the treatment they need. You will receive a record of the consultation and diagnosis from the vet. If your pet needs further care, you will receive a referral for treatment.

Yes.

Please complete and sign this form and sent it to us via email to schadenteam@lassie.de.

If you have receipts from different veterinary visits, you will need to take a picture of each receipt and upload them separately to the Lassie app. As soon as we receive the receipts, we'll look at them and if the damage is covered by your insurance, we'll arrange a payout.

It’s very easy to submit a claim for reimbursement. There are two options available to you:

• The easiest way to submit a claim is to fill out a form in the Lassie app. In the "Insurances" section of the Lassie app, you will find both an overview of your previous claims and the option to submit a claim.

• Alternatively, you can send it via email to schaden@lassie.de

If you have pet surgery or health insurance and would like to file a claim via email, please include the following information:

• the policy number,

• the invoice(s),

• the visit dates/report,

• all receipts,

• any prescriptions from the pharmacy

• and the account number you would like us to make payment to. 

If you want to report a claim to us under your dog liability insurance policy, we will need the following information from you, if available:

• Description of the damage

• Photos of the damage;

• Location of the damage (as detailed as possible);

• Name, contact details and some other details of the injured person

• Names and contact details of persons involved

• Information about your connection to the person who is making the claim for damages

• Description of the question of guilt

• Time when you became aware of the damage

If you have any questions about your claim, you can contact our claims team at schaden@lassie.de or via in-app chat.

We do not currently reimburse for treatment and surgery due to previous medical conditions or previous illnesses that existed/began prior to the start of coverage - i.e. something for which your pet has been treated, medicated, examined or shown symptoms within the last 24 months. Provided your pet has not shown symptoms for 24 months and no treatment, medication or investigation has been carried out for this previous condition, costs for treatment and surgery will again be reimbursed if medically necessary under the General Conditions of Insurance.

With Lassie pet insurance, there is no limit to the number of claims you can file per year. Please note:

• For pet health insurance, reimbursements per policy year may have a benefit limit depending on your selected plan.

• For dog owner liability insurance, the compensation for all claims per insurance year is limited to twice the agreed sum insured (= maximum compensation of 20 million Euros per year).

Your satisfaction as our customer is the highest priority for us. If you're not satisfied with our service or with the handling of your claim, you are most welcome to share your feedback with us. The fastest way to do so is via email to beschwerde@lassie.de.

You can find further information about submitting feedback on our complaints webpage.