Claims procedure
Nobody wants to have to submit a claim - for example, if your furry friend is sick and needs vet treatment, or if your dog has caused damage to someone else's property. However, if and when the damage occurs, it is good to know how to proceed!
Worried about your pet?
Use the option to first talk to an online vet
Trips to the vet mean effort and stress. With telephone and video consultations with a vet at our telemedicine partner Pfotendoctor, you can get a veterinary assessment quickly and conveniently from home. Its free of charge within all our full health insurances. Book an appointment via the Lassie app.
The Lassie App
Submit claim bills conveniently online
No annoying paperwork. Just answer a few questions about the claim, take a photo of your claim records and we'll receive your claim. Alternatively, you can send your health or surgery claim by e-mail to schadenteam@lassie.de and your liability claim to haftpflichtschaden@lassie.de.
Claims overview via app
Track the status of your claims at any time
As soon as you have filed a claim to us via the app, you will be kept up to date in real time and receive automatic notifications about the processing of your claim. You can also conveniently keep track of all reported cases.
Needed information
How to ensure a quick refund
To ensure a quick invoice verification, it is important that your claim submission contains some important information and documents.
- Bills & receiptsIn the event of a surgery or health insurance claim: Please make sure that the vet bill contains details about you and the insured animal (e.g. name, age, breed, chip number). Please also ensure that your vet bill includes a diagnosis. This is mandatory for the claim to be processed.
- Chip number or tattooWith your first claim submission, we absolutely need your pet's chip or tattoo number. If your furry friend is not chipped or tattooed, we will reimburse the costs in the health insurance tariffs as part of the preventive budget.
- Insurance numberTo ensure that we assign the information to the correct policy, it is important that you always state your insurance number when reporting a claim by e-mail.
- IBAN for reimbursementPlease let us know the account number to which the reimbursement should be transferred. This is particularly important if you are not paying by direct debit and we do not have any account details.
Re-assessment
Dissatisfied with your claims handling?
If you are not satisfied with the claims decision, you have these options:
- 1Contact your claims handlerIf you are not satisfied with the claims decision or want to know more about it, please first contact the handler of your claim, who informed you of the decision via email.
- 2Appeal the decisionIf you are not satisfied with the claims decision, you have the option of having your claim re-examined by the Lassie Board of Appeal. The prerequisite is that you provide us with new, additional information, for example a report from the vet or laboratory results. Please complete the template and send it by e-mail to: schadenpruefung@lassie.de.
Get in touch with Lassie
Our experts are there for you from Monday to Saturday from 8 a.m. to 10 p.m. Our promise: We will answer you personally via the chat in less than 1 minute.