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 FirstVet, 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 & receipts
In 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 tattoo
With 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 number
To 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 reimbursement
Please 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.

Download the Lassie App now!

Re-assessment

Dissatisfied with your claims handling?

If you are not satisfied with the claims decision, you have these options:

1
Contact your claims handler
If 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.

2
Appeal the decision
If 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.

Claims FAQs

How does FirstVet work?

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.

Can I release my vet from his duty of confidentiality?

How does reimbursement work?

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.

What do I do if I have receipts from different veterinary visits?

How do I make a claim or submit an invoice?

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.

Will Lassie pay for injuries or illnesses that are due to pre-existing conditions (prior to purchasing Lassie insurance)?

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.

How many injuries can I report in a year?

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).