We are there for you in case of an injury

No one wants to have to use their insurance. But if damage does occur, it's important to feel confident that help is at hand. Here we outline what you need to do if your dog or cat need veterinary care.

Online vet

Call your vet if you are worried about your pet's condition

If you are worried about your dog or cat but it's not an emergency, we recommend that you contact a digital vet before going to the clinic.

With your Lassie insurance, calls are included in case of symptoms or injury. Diagnosis can often be made digitally and you will quickly receive advice on treatment or next steps.

Filing claims

How to file an insurance claim

Have you been to the vet and want to apply for compensation? Then you need to submit a claim form.

Our claims department is open Monday-Friday from 08-17, but you can submit your claim in the app or via email whenever you want.

1
File your claim
It is okay to photograph your documents with your mobile camera.

Make claim in the app
You can find the notification under the Insurance tab and get guidance step by step.

Make claim via mail
Send an email to skadeteamet@lassie.co and include:
✔ Insurance number
✔ Invoice
✔ Visit specification / Medical records
✔ All receipts
✔ Any prescriptions for the pharmacy
✔ Account number where you want us to make the payment

2
We make our decision
We will get back to you if we have questions or need more info. If you have made your claim in the app, you can easily follow the process.

Questions about your claim can be sent to skadeteamet@lassie.co.

3
Money in your account
If you are granted compensation, the money will usually be in your chosen account within a few days.

Direct claims

Let us handle the bill

With a direct insurance claim, we take care of the payment directly with your vet. You only pay the deductibles and any administrative fees at the vet.

Most vet offices offer this service. Say that you want to make a direct claim and bring your insurance number to the vet.

For the vet

Lassies payment info

Our direct claims handling is open weekdays from 08:00 to 17:00. Please email direktreglering@lassie.co. Call us on 010-183 98 18 and dial 3 if you have questions.

Billing address

Lassie AB Org. nr. 559268-8310

Döbelnsgatan 21

111 40 Stockholm

Appeals Board

Not happy with our decision?

Other complaints can be submitted to klagomal@lassie.co but for if you are dissatisfied with a decision this is what you do:

1
Contact your claims handler
Contact your claims handler if you are unhappy with the decision or have questions about it.

2
Make an appeal
If you're still dissatisfied you can make an appeal to our Appeals Board within 6 months. If you wish to do so, please email omprovning@lassie.co to write your justification as to why you are dissatisfied.

FAQ

Claims

How do I report an injury?

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 skadeteamet@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 8 AM to 9 PM (except public holidays).

How do I submit receipts to you?

How can I contact a digital veterinarian?

By buying pet insurance with Lassie, you get 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 (30 000 kr, 60 000 kr, 160 000 kr).

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 dietary advice, tick vaccines or prescriptions for preventive care.

Do you have direct insurance claims handling?

How many injuries can I report in a year?

What is an exception (also called a reservation or restriction)?

I am dissatisfied with the treatment my dog or cat has received at the vet - where can I turn?