Frequently asked questions
We know that insurance can be difficult, so we've gathered all the common questions we get here. If you have any other questions, we're available between 8am and 9pm every day (except red bank holidays) via chat, email or phone.
Lassie is the data controller for all personal data that you provide to us or that has been collected by us from a third party. We collect and process your personal data in accordance with the Personal Data Act (PUL) in order to issue and administer insurance policies and process claims.
If you wish to contact us regarding our privacy policy or data protection in general please contact our Data Protection Officer, via email at dpo@lassie.co. You can also send a letter marked "Dataskyddsombud" to Surbrunnsgatan 14 114 27 Stockholm.
Lassie AB is an insurance intermediary licensed by the Swedish Financial Supervisory Authority and registered with the Swedish Companies Registration Office. Lassie also has an agency agreement with Dina Försäkring AB, which means that Lassie represents Dina Försäkring AB in respect of the insurance to which these insurance conditions relate.
Lassie AB is an insurance intermediary licensed by the Swedish Financial Supervisory Authority and registered with the Swedish Companies Registration Office. Lassie also has an agency agreement with Dina Försäkring AB, which means that Lassie represents Dina Försäkring AB in respect of the insurance to which these insurance conditions relate.
The best for your best friend. With personalised service and, in our opinion, really kind terms, we've built an insurance policy that lets you focus on creating more memories with your best friend. Download the app, get Lassie and invite your friends.
We help you help your animal. The highest compensation on the market is all well and good, but many of the most common injuries and illnesses are actually completely avoidable. That's why we help you prevent them with the right knowledge and personal advice. All to make sure your pet is as healthy as possible.
More help, for less. Lassie is the first insurance policy that rewards you for giving your pet all the conditions for a healthy life. The more you learn, the less you pay. That's what we call a real win-win.
If Lassie should go bankrupt for any reason, it does not mean that you no longer have any insurance. Dina Försäkring AB is the insurer and even if Lassie is no longer in existence, your insurance will continue to be held by the insurer, in accordance with the contract you entered into when you bought your insurance.
Yes, we cover hidden defects if your Swedish-born puppy/kitten has been examined by a vet before 120 days of age and has been continuously insured for veterinary care before 120 days of age. If your pet has not been examined by a veterinarian before 120 days of age, a waiting period of 12 months applies from the date the insurance started.
A latent defect means that a disease or defect has started to develop before examination by a vet but is not detected during veterinary inspection.
No. If you usually earn money from your pet and that income decreases, the breeder’s insurance can not compensate that loss.
The excess is the part of the cost of the claim that you have to pay yourself each time you make a claim. Lassie offers different options for fixed and variable excess. The deductible you have chosen is shown in your policy.
Fixed and variable deductibles basically mean that you choose a fixed deductible that is deducted for veterinary visits. If the cost of the visit exceeds your deductible amount, you pay a percentage of the amount remaining after the fixed deductible is paid. The remaining amount is the reimbursement we pay out.
Example of deductible:
Let's say your veterinary visit costs £12,000. You have a fixed deductible of SEK 1 500 and a variable deductible of 15%.
You pay: SEK 1 500 (fixed deductible) + SEK 1 575 (variable deductible calculated on SEK 10 500 (SEK 12 000 - SEK 1 500)) = SEK 3 075
Lassie reimburses the remaining amount: 8 925 kr
With a high deductible, Lassie pays out a smaller amount each time a claim is made, which means you get a lower insurance price with us. With a low deductible, Lassie pays out a larger amount for each claim, which means you get a higher insurance price with us. Choose the deductible that suits you and your situation.
Our deductible period is 365 days. You pay the fixed excess only once per insurance year, regardless of the number of visits to the vet. You pay the variable excess each time you make a claim.
The insurance is valid in the Nordic countries. It is also valid for temporary visits of up to one year to countries in the European Economic Area and United Kingdom, to which the animal may be brought and returned without quarantine according to the Swedish Board of Agriculture's regulations. For longer stays abroad (more than 3 months), you must inform us in advance and obtain our approval.
Contact us via the chat in the app or the website and we will help you!
Yes, we do and we even have the best opening hours for direct regulation in Sweden. Your veterinarian has the possibility to directly report an injury to us weekdays from 08-17 (except holidays).
When the claim is settled directly, you won't be out of pocket and you'll only have to pay for the fixed and variable excesses. Lassie settles the rest directly with the vet - great, eh?
Read more about direct settlement here.
Our deductible period is 365 days. You pay the fixed excess only once per insurance year, regardless of the number of visits to the vet. You pay the variable excess on each claim.
Our insurance has a waiting period of 14 days. This means that the insurance does not cover illnesses that appear within 14 days of the start of the insurance.
The waiting period does not apply to accidents.
For a puppy or kitten insured before it is 120 days old, the insurance applies immediately (without a 14-day waiting period) if there is a veterinary certificate with no remarks. The certificate must not be more than 10 days old.
If you switch insurance to us at Lassie directly from another Swedish pet insurance policy, the insurance will apply immediately without a waiting period, provided that the scope of the insurance is the same. If you change to a higher cover with us, there will be a waiting period, but only on the increase.
For caesarean sections, the waiting period is 60 days.
An accident is a sudden event that affects your pet physically. If your pet swallows a foreign object or is exposed to an acutely poisonous substance, that also counts as an accident.
If your dog or cat has an accident, this could mean your dog swallowing a foreign object or your cat falling out of a tree. Illness that occurs during the waiting period does not count as an accident.
For more information, please take a look at our policy conditions.
As the risk is affected by the age of the dog/cat, the price will increase slightly with age. Exactly how much is not possible to say. We also need to take into account general price increases, such as increases in veterinary costs.
That said, we are working hard to avoid any major price changes. The only thing we can promise is that we will give advance notice of any increase and that we have no lock-in period. We don't lock you in as a customer so if you are unhappy you can switch from us.
The veterinary care amount is the amount we can reimburse you per year for veterinary care. The amount of veterinary care is per policy year and when your policy is renewed, your amount is also reset. Mini, Medium and Large have three different maximum limits.
Mini: 30 000 kr
Medium: 60 000 kr
Large: 160 000 kr
You can add an animal to your current policy in our app and on the website.
If you buy a new policy online and already have another dog or cat insured with us, you'll need to link up with BankID again in the app for the policy to show up there.
You can insure your puppy or kitten from the age of six weeks.
You can buy insurance from us without a veterinary certificate. The waiting period is then 14 days for illness. For accidents it applies immediately. You can buy the insurance only when the dog/cat is in Sweden.
Since it is an imported dog/cat, we would like to draw your attention to this:
The insurance does not apply to illness caused by parasites and/or illness caused by infection that the dog or cat brought with it when it was brought to Sweden. The insurance is also not valid for injury and/or problems that the dog or cat brought with it when it was brought to Sweden.
If you have a monthly payment, we will deduct money for your insurance on the 28th of each month. If you have an annual payment, we will deduct money 15 days after your insurance becomes active.
You don't have to choose the same insurance as your breeder. If you insure your puppy or kitten before it is 120 days old (about 17 weeks), the insurance will apply immediately (no waiting period). However, a Swedish veterinary certificate with no remarks is required. The certificate needs to be issued within seven days of the start of the insurance.
You can insure your puppy or kitten from the age of six weeks.
Included in the Medium and Big packages is...
compensation for veterinary care costs that arise as a result of complications associated with pregnancy
after a 60-day waiting period: compensation for complications at delivery and a first C-section.
...but not in Small.
None of the packages cover:
costs associated with normal pregnancy
costs to terminate pregnancy due to unwanted mating.
For an additional C-section (and much more), a Breeder Insurance can be added.
We do not reimburse costs from previous complaints (anything your animal has been treated, medicated, examined or shown symptoms for within the last 24 months).
By buying pet insurance with Lassie, you get free access to advice from a digital vet, directly on your mobile phone. Your insurance price or how much is left of your insurance package for veterinary costs is not affected (SEK 30 000, SEK 60 000, SEK 160 000 / €3,000, €6,000 or €16,000).
At Lassie think it's a good idea to contact a digital vet first before going to the vet. In many cases, they can help prevent the expensive costs that arise from a clinic visit or provide tips on the best clinics for your particular problem.
Common questions they help with are:
Vomiting and diarrhoea
Skin problems and itching
Colds (coughs and sniffles)
Possible poisoning
Accidents and injuries
The calls apply to counselling in case of symptoms or injury. Some examples of calls that are not free of charge are behavioral advice, dietary advice, tick vaccines or prescriptions for preventive care.
Yes, we do and we even have the best opening hours for direct regulation in Sweden. Your veterinarian has the possibility to directly report an injury to us weekdays from 08-17 (except holidays).
When the claim is settled directly, you won't be out of pocket and you'll only have to pay for the fixed and variable excesses. Lassie settles the rest directly with the vet - great, eh?
We have no limit on the number of injuries you can report in a year. We will reimburse you for damages up to the amount of veterinary care for which you have purchased insurance. We cannot pay for damages that exceed your chosen amount in any one insurance year (30,000 SEK, 60,000 SEK or 160,000 SEK).
🐶 The five most common injuries/diseases for dogs are:
1. Poisoning
Dogs can often want to eat things they're not supposed to. Some things can be directly life-threatening and others are only poisonous if the dog ingests large amounts. Here is a list of some things that can cause poisoning:
Blue-green algae
Chocolate
Cocoa
Dough
Acorns
Nuts
Raisins
Salt
Grapes
Goatstick
Onions
Glycos
Toads
2. Vomiting or diarrhoea
Dogs usually suffer from vomiting or diarrhoea if they have eaten something they shouldn't. Usually the problem goes away after a few days (12-48 hours). If it doesn't, you should visit a vet.
3. Nose mites
Nose mites are not dangerous; they are non-dangerous parasites that live in your dog's nose and sinuses. Sneezing and giggling are common symptoms of nose mites.
4. Uterine inflammation
Pyometra which occurs when pus is produced and hence uterine inflammation is common in female dogs. The disease often results in an enlarged, pus-filled uterus. Common symptoms of this are persistent, brownish-red and foul-smelling discharge from the orifice. It is most common in middle-aged and older bitches.
5. Urinary tract infection
Dogs, just like humans, can suffer from urinary tract infection or bladder catarrh. Symptoms of a urinary tract infection are that the dog urinates more often, you may see that the urine is mixed with blood and that it hurts for the dog to urinate.
🐈 The five most common injuries/diseases for cats are:
1. Poisoning
Cats can sometimes eat something they shouldn't. In the case of poisoning, the cat may develop a fever, become tired, hungry and have no appetite. Acute symptoms may also include vomiting, diarrhoea, rapid breathing, shaky head/body and unsteady legs.
Here is a list of some things that can cause poisoning:
Lilies
Paracetamol
Ethylene glycol
Rat and mouse poison
Raisins
Grapes
Glycose
2. Vomiting or diarrhoea
Cats usually suffer from vomiting or diarrhoea if they have eaten something they shouldn't. Usually the problem goes away after a few days (12-48 hours). If it doesn't, you should visit a vet.
3. Urinary tract diseases
Urinary tract diseases are a common problem in cats. In many cases for male cats, acute problems can occur as a result. Urinary tract diseases are quite dangerous and you should always go to the vet if your cat cannot urinate normally.
4. Skin problems
The skin of the cat has several functions. Among other things, it protects the cat from injury and maintains the moisture balance in the body. The skin also protects the cat from sunlight and helps regulate temperature. Skin problems often cause itching, which the cat shows by licking itself intensely.
5. Poisonous trauma
Venomous rheumatism or hyperthyroidism is one of the most common hormonal disorders in older cats. Symptoms usually appear from about 8 years of age but from 4 years of age and upwards the cat can be affected. Toxic thyroiditis means that the cat produces more thyroid hormone than normal.
More reading on how to prevent these can be found in our app which you can download here.
Yes, if a veterinarian decides on a home visit in case of life-threatening injury or illness and possible transfer that cannot be treated in a clinic.
An exception is something that is not included in your insurance.
If the insurance is transferred directly to Lassie from another Swedish insurance company, the insurance is valid without a waiting period if the coverage is the same. For illness or injury occurring within the waiting period, an exclusion may be added to the insurance, which means that this injury is not covered/reimbursed by the insurance.
If you are dissatisfied with a treatment at a veterinary clinic or suspect that your dog or cat has been mistreated, you can turn to the Animal Health Care Liability Board at the Swedish
Board of Agriculture:
Ansvarsnämnden för djurens hälso- och sjukvård
Box 322
551 15 Jönköping
Tel. 036- 15 58 53
Fax. 036-19 05 46
E-mail. vetansvar@jordbruksverket.se
Website: www.vetansvar.se
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. Once we receive the receipts, we'll look at them and if the damage is covered by your insurance, we'll arrange a payout.
Submit your receipt from the veterinary visit via the app, under "Insurance" and your damages. Take a picture of the receipt and upload it.
You can easily make a claim directly in the app. At the bottom under "Insurance" you will find both an overview of your Claims and "Report a claim". You can also email us at skador@lassie.co. Please include your insurance number, invoice, visit notes/records, all receipts, any pharmacy prescriptions and the account number to which you would like us to make payment.
Any questions about your claim can be asked in the chat in our app and via the same email. If you have any questions about your claim, our customer service is open every day from 8am to 9pm (except public holidays).
Please contact us at hej@lassie.co and we will delete your account for you.
By buying pet insurance with Lassie, you get free access to advice from a digital vet, directly on your mobile phone. Your insurance price or how much is left of your insurance package for veterinary costs is not affected (SEK 30 000, SEK 60 000, SEK 160 000 / €3,000, €6,000 or €16,000).
At Lassie think it's a good idea to contact a digital vet first before going to the vet. In many cases, they can help prevent the expensive costs that arise from a clinic visit or provide tips on the best clinics for your particular problem.
Common questions they help with are:
Vomiting and diarrhoea
Skin problems and itching
Colds (coughs and sniffles)
Possible poisoning
Accidents and injuries
The calls apply to counselling in case of symptoms or injury. Some examples of calls that are not free of charge are behavioral advice, dietary advice, tick vaccines or prescriptions for preventive care.
Yes, it's easy! By buying pet insurance with Lassie, you get unlimited access to advice from a digital veterinarian in case of symptom or injury, right on your mobile and computer.
Under "Favourites" you can find saved articles or other saved course contents. You can save an article by activating the bookmark symbol above the headline.
You can see everything about your insurance under the "Insurance" tab in the app. You can choose or add pets under "Profile".
The app is completely free and open for everyone to use. If you're an insurance customer, you can also convert the points you earn from taking our quizzes into discounts on your insurance policy(s).
Download our app, start collecting points and influence your price!
In the app, you'll find tips and reminders about the care and health of your dog or cat. You can also easily get insurance in the app and keep track of all your insurance(s) easily in one place. If you're an insurance customer, you can also convert the points you earn from taking our quizzes into discounts on your insurance policy(s).
You can easily contact us in the app and see the status of all your insurance cases, report a claim, get offers and collect discounts to make your insurance even cheaper.
I'm glad you want to download our app! In the app you'll find tips and reminders about the care and health of your dog or cat. You can also easily get our insurance in the app and keep track of all your insurance(s) easily in one place.
Download our app, start earning points and influence your price!
No, you can take our quizzes in the app, not on your computer. However, you can read articles from your computer/web on our website. Videos are also only available in the app.
You can search for different articles or videos using the search function under "Progress" in the app. Search for what you want to learn more about and you'll get both courses and articles on that particular topic.
Typical, hopefully it's easy to solve - try exiting the app and restarting it. Also make sure to sign in with your usual choice of method. If that doesn't work, feel free to contact us by email at support@lassie.co or via the chat on our website.
We wish we could say: yes! There is. But not quite yet, but we're working on getting that functionality there soon!
It's currently not possible to have multiple users per profile. If you want to access the account from multiple devices you need to use the same user identity.
It's easy! You can buy Lassie's insurance in the app under "Insurances".
Absolutely, the easiest and fastest way to contact us is via the chat in the app. Type your message and we'll get back to you as soon as possible. We've also listed the most frequently asked questions here - so you can take a look and see if your question is answered there! But you're always welcome to contact us of course!
Yes, it's easy! Go to the app under "Insurance" and report your claim. You can also email us at skador@lassie.co.
Any questions about your claim should be sent to the same email or by phone, 010-183 98 18, button 2.
We may need your dog/cat's ID or registration number when making a claim.
When you add your four-legged friend to the app, click on "Profile" in the bottom right corner. Once in "Profile", click on "Add Pet" and choose whether you want to add a dog or a cat. Now you can choose if you want to add the name of your pet, a picture and a birthday. Remember that you must add "Breed" to your animal in order to save.
You can add when it's your four-legged friend's birthday. You can do this either when you add your dog or cat, or by clicking on "Change" in the right-hand corner of "Your animals", which you'll find under "Profile".
You can turn on "Notifications" in the app by dragging the icon to the right. When notifications are on, the symbol will be green instead. By turning on notifications, we will send you notifications when it's time for vaccinations and other important things we want to remind you about regarding your pet's health.
We've taken a digital approach to fit our digital lives. That's why we've decided to have the app as our primary platform. Anything you can do on the website, you can also do on the app.
Points from cat or dog courses: If a cat is selected under the Profile tab, you get points that are earmarked for a discount on a cat insurance, and if a dog is selected when you do a quiz and collect points, they are earmarked as dog points. So if you have both dogs and cats, you collect separate knowledge points for them.
Discount for multiple dogs: If you have multiple dogs and exchange your points for an insurance discount, all the dogs get a discount!
Discount for multiple cats: If you have multiple cats and exchange your points for an insurance discount, all the cats get a discount!
Your points can be seen, used and collected in our app.
You primarily collect points by doing quizzes in the app - so you can collect points while learning something new! You can see how many points each course will give you. You can also get points for other things, like making a purchase in the shop. To collect points via a purchase in the shop, you need to follow the item's link from the app.
Insurance Discount: In order for you to be able to use your collected points, you need to have insurance with us. If you have collected enough points to get a discount on insurance, you can see and activate it under Rewards in the app. The discount applies for one insurance year. If you pay your insurance annually, a refund of the discount amount will be made, and if you pay per month, upcoming invoices will be reduced until the discount is given.
Read more about the points system on our app page.You'll find your discount in the "Rewards" section of the app once you've earned enough points. Your discount is valid for one year, the same as your insurance year. You can use the points to get a discount on your pet insurance (see below) and soon also in the web shop.
Some discount levels for cat insurance are
🐱 10 000 points → SEK 250 discount
🐱 2 000 points → SEK 50 discount
🐱 1 000 points → SEK 25 discount.
Some discount levels for dog insurance are
🐶 15 000 points → SEK 500 discount
🐶 3 000 points → SEK 100 discount
🐶 1 500 poäng → SEK 50 discount.