This booklet applies to: Pet Protect Policies
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Insurance This booklet
Policy applies to:
Terms and • Pet Protect
Policies
Conditions
Welcome to your pet
insurance policy
Contents
Welcome to your policy of insurance that
provides cover for your pet for veterinary
Page 02 Welcome to your pet fees and other expenses as detailed in your
insurance policy policy.
Your cover is made up of a number of
Page 04 Section 01 - How to Claim Sections. Please carefully read your policy
Page 06 Section 02 - Cancellation and your schedule to understand which
Rights cover sections and payments limits apply
to you. The cover for any given Section
Page 08 Section 03 - Complaints only applies if that Section heading appears
Procedure under ‘Cover Benefits’ on the schedule. If no
Section heading appears or the phrase ‘Not
Page 09 Section 04 - Your Contract covered’ is shown against the heading then
of Insurance the cover by that Section does not apply.
Page 11 Section 05 - Veterinary Fees If the range of cover does not meet your
needs then please telephone us to discuss
Page 15 Section 06 - Loss by theft or the options available. We will be pleased to
straying quote to change your level of cover.
Page 16 Section 07 - Recovery - Words in bold type face (but not headings)
advertising and reward such as ‘your’ have specific meanings
attached to them as set out in Definitions.
Page 17 Section 08 - Kennel and / or Please read the Definitions set out at the end
cattery fees of this policy.
Page 18 Section 09 - Holiday The schedule and policy together form a
cancellation legal contract with us and define exactly
what you are covered against and what
Page 19 Section 10 - If your pet dies is excluded. If you have any questions in
relation to your cover please contact us using
Page 20 Section 11 - Travel cover the telephone number appropriate to your
Page 26 Section 12 - Third party policy.
liability (Applicable to dogs
only)
Page 28 Section 13 - General
conditions
Page 30 Section 14 - Definitions
Page 2
Contact details Eligibility criteria
Pet Protect Policies: 1. This policy will not cover any pre-existing
0845 602 2443 conditions.
Alternatively you may fax or write to us. 2. Your pet must be in good health and
Email: free from injury or illness when proposed
enquiries@petprotect.co.uk for insurance and until acceptance by us.
Fax: 3. We will not cover the following:
0808 280 0865 a. Pit Bulls, American Pit Bull Terriers; Dogo
Postal Address: Argentinos, Japanese Tosas;
Pet Protect Limited b. a dog crossed with these breeds, wolves
Furness House, 53 Brighton Road, or wolf hybrids; and
Redhill, Surrey, RH1 6RD. c. any animal registered under the
Dangerous Dogs Act 1991 and the
amendment 1997 and the Dangerous
Your insurers and our Dogs (Northern Ireland) Order 1991 or
any subsequent amendments to these
regulator Acts.
Pet Protect Limited is registered in England d. a dog shown as a specified breed in the
and Wales No. 1774371 Registered office: definition section of this policy, that is
Furness House, 53 Brighton Road, Redhill, under 8 weeks or is 6 years or over
Surrey RH1 6RD. Pet Protect Limited is when you take out the policy.
authorised and regulated by the Financial e. any dog which is under 8 weeks or is
Conduct Authority under register number 8 years or over when you take out the
311794. policy.
QBE Insurance (Europe) Limited (registered f. a cat that is under 6 weeks or is 10
in England number 1761561) underwrites all years or over when you take out the
Pet Protect policies. QBE Insurance (Europe) policy.
Limited (Firm reference number 202842)
are authorised by the Prudential Regulation 4. Your policy contains a number of
Authority and regulated by the Financial exclusions. These will be shown
Conduct Authority and the Prudential under ‘’What isn’t covered’
Regulation Authority. either as general exclusions or
Section exclusions. Please read the
This can be checked by visiting the ‘Financial exclusions carefully to ensure that
Services Register’ on the Financial Conduct this policy is suitable for you and your
Authority’s (FCA) website at http://www.fca. pet.
org.uk/ or by telephoning the FCA on 0845
606 9966.
Page 3
How to Claim
Section 01
There are some general conditions that apply c. ask your vet to complete and sign the
to all Sections of your insurance whilst other reverse of the form;
claim requirements only apply to specific d. sign the customer declaration at the
Sections. end of the form;
The following terms apply to all Sections but
e. return to Pet Protect with all itemised
you must read these in conjunction with the
receipts and any supporting
specific “How to claim” guides set out in each
information we ask for;
Section.
f. all claims must be accompanied by a
Remember that you may not be entitled to all fully completed claim form signed and
the benefits shown in this policy document. dated by you and the treating vet and
Your schedule will contain the details of furnished with a practice stamp.
which Sections apply to your cover and the Original treatment invoices and up to
corresponding maximum benefits for each date clinical history must be furnished
Section. with a practice stamp on each invoice
or page. Claims must be submitted
To submit a claim within 6 months (but 6 weeks for the
last date of your journey in
1. e will not authorise or guarantee any
W case of section 11 – Travel Cover) of
claims over the telephone but we can the treatment start date unless
offer: otherwise stated.
a. general advice 3. If your pet has been referred to another
b. specific advice on whether fees will be veterinary practice or authorised
considered for services provided organisation, you will need to contact
outside your usual veterinary practice us for authorisation prior to your
and not by your vet. appointment.
2. You must send us a claim form that has 4. If you request payment to be made
been fully completed. We will then write directly to the vet (except for Travel
to you with our decision. Please complete cover):
the following steps: a. If it is more convenient and your vet
a. download a claim from our website agrees, we can pay claims directly to
(www.petprotect.co.uk); your vet. You can tell us to do this
b. complete the payment details on the when you make a claim. You will need
front of the claim form; to settle with the vet any fees for non-
claimable items and the policy excess /
Page 4
How to Claim
your contribution (if applicable); c. to make or defend a claim for damages
b. If your vet asks for information about against someone else.
your insurance relating to your claim, 4. If you ever make a claim or give
we will tell them what the insurance information which you know is false or
covers and how the amount we pay is dishonest, we may cancel your insurance.
calculated. In the event of such cancellation, you
5. In the event Section 11 - Travel cover may be required to return all claim
applies to this policy, please remember payments made to you by us under this
to take a claim form abroad with you. policy.
The claim form with regard to the travel 5. If there is any other insurance under
cover is different from the standard claim which youare entitled to payments, we
form. You should contact us to request will only pay our share of the claim.
a form (see Contact Us). While abroad, You must tell us the name and
you do not need to contact us before any address of the other insurance company
emergency treatment begins. However, and the applicable policy number.
you must settle any vets fees claims 6. If any claim settlement already paid
directly with the vet and keep the receipt. to you is required to be reissued at your
We are unable to settle any claims directly request, such reissue will be subject to an
with the vets abroad. Any claims under administrative charge of £20 payable by
the Travel cover will be settled with/ you.
reimbursed to you in UK currency.
7. In the event that the appointed
independent loss adjuster or the local
Our rights following a claim vet believes any claim to be unreasonable
1. Where, in the policy, we refer to the term the matter will be referred for mediation
‘reasonable and customary,’ we will seek to an independent party. The independent
guidance from other veterinary practices party will be chosen by you and us
in your area or an independent loss jointly.
adjuster, to assist with the determination 8. If the veterinary fees you are charged are
of what constitutes reasonable and higher than the fees usually charged by a
customary fees and procedures. general or referral practice, we reserve the
2. We can ask to review and examine your right to request a second opinion from
pet’s records and any other information a vet that we choose. If the vet we choose
from any vet who has treated your pet. It does not agree with the veterinary fees
shall be your responsibility to obtain charged we may decide to pay only the
all such records and information as veterinary fees usually charged by a
required at your expense. general or referral practice in a similar
area.
3. If any claim against you results in legal
action, we can take over your case and
control it for as long as is necessary. Claim payment
Further, if it is necessary for any reason We will pay your claim:
connected with this policy, we can use
1. if the claim form is correct and complete;
your name:
2. when we have all the other information
a. in legal action;
we need to support the claim;
b. to enforce judgement or order that
3. when we are sure that the claim is valid.
benefits us; and
Page 5
Cancellation
Rights
Section 02
Cooling off period If you are paying for your cover on a monthly
basis, you will remain covered until the end
If the cover does not meet your requirements of the month you have already paid for.
you have the right to cancel your policy However, if you make a claim, including if
during a period of 14 days either from the your pet has died, is stolen or has strayed,
day of commencement of the contract or or if a claim is made against you during the
the day on which you receive your policy month, and you subsequently cancel your
documentation, whichever is the latter. policy, the annual premium shall become
immediately payable. Any outstanding
If you wish to do so and the insurance cover instalments for the period of insurance will
has not yet commenced, you will be entitled be deducted from any claim payment and the
to a full refund of the premium paid. However, cancellation notice will be deemed revoked.
if cover has commenced, you will be entitled
to a pro rata refund of the premium paid If you decided to cancel your Direct Debit
subject to no claims having been recorded or instalment, it’s important that you call us to
to be notified. ensure your policy has been fully cancelled,
so your credit rating is not affected. It is
Your rights after your responsibility to contact your bank
or building society and ensure no further
commencement of cover payment is made to us.
If the terms of the cooling off period do
not apply and you wish to cancel your If you have paid the annual premium in full
policy after the insurance cover has already we will refund a proportion of your premium
commenced you will be entitled to a pro which relates to the remaining unexpired full
rata refund of the premium paid subject to months of cover not used. However, if you
no claims having been recorded, notified or make a claim including if your pet has died,
to be notified in the current policy period. If is stolen or has strayed, or if a claim is made
you have made a claim or if a claim has been against you and you subsequently cancel
made against you, no refund of the premium your policy, we shall be entitled to retain
will be allowed and the cancellation notice your premium.
will be deemed revoked.
If you are thinking of leaving us, please give
us a call to let us know (see contact details
and ask for Customer Services).
Page 6
Cancellation Rights
Our cancellation rights
We have the right to cancel your Policy at any
time by giving you fourteen (14) days notice
in writing where there is a valid reason for
doing so. We will send our cancellation letter
to the last known address we have for you
and will set out the reason for cancellation in
our letter. Valid reasons may include but are
not limited to:
• Where we have been unable to collect a
premium payment. We will write to you
requesting any outstanding payments be
brought up to date within fourteen (14)
days of receipt of the letter. This letter
will also notify you that if payment is not
received within fourteen (14) days, your
Policy will be cancelled with immediate
effect.
• Where you are required, in accordance
with the terms of this Policy Booklet,
to co-operate with us, or send us
information or documentation and you
fail to do so in a way that materially
affects our ability to process a claim, or
our ability to defend our interests. In this
case we may issue a cancellation letter
and we will cancel your Policy if you
fail to co-operate with us or provide the
required information or documentation
by the end of the fourteen (14) days
cancellation notice period;
• Where there is a material failure by you to
take proper care of your pet as required
by the sub-section headed ‘Looking
after your pet’ in the General Conditions
section of this Policy Booklet;
• Where we reasonably suspect fraud; or
• Use of threatening or abusive behaviour
or language, or intimidation or bullying of
our staff or suppliers by you.
If we do cancel your policy, we will refund the
proportion of the premium you have not yet
used.
Page 7
Complaints
Procedure
Section 03
We aim to provide you with a first-class If you make a complaint your legal rights will
policy and unrivalled service. However, there not be affected.
may be times when you feel we have not
done so. If this is the case, we would like to Please note that the FOS will not deal with
be told about it so that we can do our best your complaint if you submit it to them
to solve the problem. If you have a question sooner than 8 weeks after receipt of the
or complaint about your insurance, please complaint by ourselves or longer than 6
contact us at: months after you have received a final letter
from us. Please also note that should you
Customer Service Department
not respond within 8 weeks to our letters, we
Pet Protect Limited
will consider the complaint closed.
Furness House, 53 Brighton Road,
Redhill, Surrey RH1 6RD
You may also call or email us giving details of
Compensation scheme
your pet insurance policy number so that we We are covered by the Financial Services
can deal with your enquiry quickly. Compensation Scheme (FSCS). You may be
Should you remain unhappy you can contact entitled to compensation from the scheme
the Financial Ombudsman Service (FOS) by if we cannot meet our obligations. This
writing to: depends on the type of business and the
circumstances of the claim. Our products and
Financial Ombudsman Service
services are covered for 90% of the claim
South Quay Plaza, 183 Marsh Wall,
with no upper limit. Further information
London E14 9SR
about compensation scheme arrangements
Tel: 0845 080 1800
is available from the Financial Services
Email: enquiries@financial-ombudsman.org.
Compensation Scheme, 10th Floor, Beaufort
uk
House, 15 St Botolph Street, London EC3A
Or you can access their website at: 7QU or from their website
www.financial-ombudsman.org.uk (http://www.fscs.org.uk/contact-us/).
Page 8
Your contract
of insurance
Section 04
What is covered? If you don’t meet your responsibilities, we
may not pay claims for some fees or costs.
This policy insures you for your pet as Your responsibilities are explained in the
described on your policy schedule. General Conditions section of this policy.
Subject to the maximum benefit and policy
excesses stated on your schedule this policy What isn’t covered -
provides some or all of the following benefits:
General exclusions
• veterinary fees as set out in this
document This policy excludes and does not cover:
• loss by theft or straying 1. any pre-existing conditions including
but not limited to any form of illness
• recovery – advertising and reward
or injury that your pet has had, or has
• kennel/cattery fees shown clinical signs of when you took
• holiday cancellation out this policy. But please telephone us as
• if your pet dies we may be able to offer restricted cover
where we exclude costs relating to the
• travel cover
existing illness or injury.
• third party liability – dogs only 2. claims arising out of any accidents
Please refer to your schedule to identify occurring or illness manifesting within 15
the benefits that apply to your policy and days of inception of this policy provided
maximum amounts that apply to your pet. that this exclusion shall not apply in
There are exceptions to the cover described respect of renewed policies.
above, so we may not pay claims for some 3. fees for the cost of any treatment your
fees or costs. These exceptions may apply to: pet has received after your policy has
a) every section of the policy – lapsed.
General exclusions; or 4. Pit Bulls, American Pit Bull Terriers, Dogo
Argentinos, Japanese Tosas, or a dog
b) to specific section(s) only –
crossed with these breeds, wolves or wolf
Section exclusions.
hybrids and any animal registered under
You, as the policyholder, have certain the Dangerous Dogs Act 1991 and the
responsibilities towards your pet and towards amendment 1997 and the Dangerous
us. Dogs (Northern Ireland) Order 1991 or
any subsequent amendments.
Page 9
Your Contract of Insurance 5. any claim where your pet is working. For 10. any loss as a result of disease transmitted example, if your pet acquires an injury from animals to humans. or illness in the course of being used 11. legal expenses, fines and penalties for or being trained for commercial use, connected with or resulting from guarding, security, farming, hunting, a criminal court case or an Act of racing, etc. This exclusion does not apply Parliament. to assistance dogs. 12. the costs of, or compensation for, putting 6. any amount if you break United Kingdom your pet to sleep under a Court Order or laws or regulations, including but not Contagious Diseases Act. limited to those relating to animal health 13. any loss, injury, illness or legal or importation. responsibility which is caused directly or 7. any costs caused because Department indirectly by: for Environment, Food and Rural Affairs a) radioactive contamination from using, or the Department of Agriculture, Food storing or burning any nuclear fuel; and Rural Development in the Republic of b) the dangerous properties of part of or a Ireland have put restrictions on your pet. whole explosive nuclear device; 8. any amount if your pet is confiscated or c) civil disturbance, riot, revolution, war or destroyed by the government or public any similar event; authorities for causing disturbance or d) pressure waves from aircraft flying interference of livestock as provided for faster than the speed of sound; under Animals Act 1971, the Control e) Terrorism being an act of force or of Dogs Act 1986 or Control of Dogs violence for political, religious or (Amendment) Act 1992 Republic of ideological reasons. Ireland. 14. treatment for any condition that could 9. costs resulting from an illness that your have been prevented had you followed pet contracted while outside the United any remedial advice provided by your vet. Kingdom that it would not normally 15. a dog shown as a specified breed that is have contracted in the United Kingdom under 8 weeks and or is 6 years or over except only for the cost of life-threatening when you take out the policy. emergency treatment expressly covered 16. any dog which is under 8 weeks or is under Section 11 ‘Travel Cover’. 8 years or over when you take out the For the avoidance of doubt, any further policy. treatment in the United Kingdom 17. a cat that is under 6 weeks or is 10 years following the life-threatening emergency or over when you take out the policy. treatment received while on travel shall 18. any costs incurred outside the period of not be covered so far as it relates to an travel insurance which is 31 days. This illness that your pet contracted while applies to Section 11. outside the United Kingdom. Page 10
Veterinary Fees
Section 05
Please refer to your schedule to check Pet Protect Lifelong Accident
whether this benefit applies to your policy. For the Pet Protect Lifelong Accident Policy
you have no cover for illness. Your cover only
This section refers to veterinary fees delivered
applies to treatment for injury but otherwise
in the UK. For veterinary fees delivered
we will pay as stated above the cost of
abroad, please refer to Section 11 and your
veterinary treatment received for an injury
Policy Schedule.
suffered by your pet provided your policy
is continually renewed and in force during
Lifelong cover the period of treatment. For each period of
Economy Cat, Economy Dog, Cat Plus, Dog insurance all such payments will be limited to
Plus, Essential Cat, Essential Dog, Lifelong the maximum benefit for vet fees.
Accident Cat, Lifelong Accident Dog,
Lifelong Healthcare Cat, Lifelong Healthcare Excess and or your
Dog, Lifelong Total Cat, Lifelong Total Dog,
Loyal Basic Dog, Loyal Basic High Excess, contribution
Loyal Basic K, Cat Extra, Dog Extra, Loyal Please be advised that veterinary treatment
Comprehensive Dog, Lifelong Gold Dog, under this section may be subject to an
Pride Cat. excess and your contribution if shown in
your schedule. For example: If your vet
For the policies named above we will pay, for fees are £1000 and the excess shown in the
as long as you require, the cost of veterinary schedule is £90 with the % excess (your
treatment received for an illness or injury contribution) shown as 10%, the maximum
suffered by your pet provided your policy amount we could be liable for under the
is continually renewed and in force during claim is calculated as under:
the period of treatment. For each period of
insurance all such payments will be limited to Amount of the claim £ 1000
the maximum benefit for vet fees.
Less: Excess £ 90
Each time the policy is renewed the £ 910
maximum benefit for Vet Fees will be
reinstated. Treatments received after the Less: Your contribution
period of insurance by this policy will be (10% of 910) £ 91
paid as separate claims for each subsequent
period of insurance for as long as your policy Maximum amount payable £ 819
is renewed with us.
Page 11Veterinary Fees
5.1 What is covered 5.2 What isn’t covered -
We will pay: Section Exclusions
5.1.1. reasonable vet fees arising from We will not pay:
reasonable and customary veterinary
5.2.1. more than the maximum benefit
procedures for treating an illness or
shown on your schedule. Claims for
injury or condition.
additional coverages cannot be made
5.1.2. for diagnostic, medical and surgical under Vet Fees Benefit.
treatment facilities, procedures
5.2.2. the excess as stated on your schedule.
and fees not primarily originating
within your usual veterinary practice, 5.2.3. vet fees arising out of any injury
provided we consider from accidents occurring or illness
manifesting within 15 days of
• such fees reasonable and customary;
inception provided that this exclusion
and
shall not apply with respect to
• the originator’s invoice is submitted. renewed policies.
If you are referred to, for example, 5.2.4. vet fees to treat an illness/accident
human hospitals, veterinary referral which arises before the benefit start
practices, for diagnostic imaging, date as shown on your schedule.
hydrotherapy etc, you must advise us
5.2.5. costs arising from a pre-existing
prior to your appointment.
medical condition.
5.1.3. a fixed amount towards the costs
5.2.6. costs of any treatment your pet
(as shown in the schedule) for
receives after the period of insurance.
prescription diet food.
5.2.7. costs for treatment for any disease or
5.1.4. the fees for putting your pet to sleep
illness contracted abroad except under
as long as this is recommended by
the specific Terms and Conditions of
your vet (euthanasia).
the Travel Cover, if this is in force.
5.1.5. for dental treatment (as shown in the
5.2.8. your contribution.
schedule), as long as it is for non-
cosmetic and non-preventable dental 5.2.9. vet fees to treat an illness or injury
problems and related to a covered related to your pet being pregnant or
illness/disease or medical condition. giving birth.
5.1.6. emergency transfer fees only on 5.2.10. routine preoperative screening without
medical grounds where it is essential symptoms of any illness or disorder.
that vet staff are needed to provide 5.2.11. preventative and routine treatments,
supportive care during transit. for example, vaccinations, spaying,
5.1.7. complementary treatment or castration, cosmetic procedures
additional coverages (as shown in the (including grooming), elective surgery,
schedule) for a covered illness/disease nail clipping, the cost of killing and
or medical condition. controlling fleas and/or tapeworms
and roundworms, or measures to
rid your pet of internal and external
parasites, and any claims arising as a
result of these procedures.
Page 12Veterinary Fees
5.2.12. pheromone therapy. How to claim for Section
5.2.13. the cost of any treatments listed
under Additional Coverages in excess
5-
of the respective limits shown in the Vet fees
schedule.
Please read these conditions in
5.2.14. charges for house calls unless the vet conjunction with Section 1 - How to Claim.
confirms it is life-threatening to your
1. Remember that claims only apply to
pet to move it.
treatment received during the period
5.2.15. routine transfer fees from your regular of insurance.
vet to a 24 hour vet. 2. All claims must be accompanied by
5.2.16. having your pet cremated, buried or a fully completed claim form signed
otherwise disposed of. and dated by you and the treating vet
5.2.17. travelling expenses incurred either by and furnished with a practice stamp.
you or your vet. Original treatment invoices and up to
date clinical history must be furnished
5.2.18. any fee charged by your vet to with a practice stamp on each invoice
complete the claim form or send or page. Claims must be submitted
additional information. within 6 months of the treatment
5.2.19. the hire or purchase of equipment e.g. start date unless otherwise stated. For
cages, K9 carts, buster collars. claims relating to fees originating from
5.2.20. organ transplants or any associated your usual veterinary practice you
costs. do not need to obtain prior approval
5.2.21. behavioural equipment such as before commencing treatment.
training aids, purchase of videos, 3. Referral veterinary practice - for
tapes, books, other training claims involving fees originating from
equipment, retraining programmes a referral veterinary practice you
or relocating your pet for training must obtain our approval prior to
purposes. your appointment with the referred
practice.
5.2.22. the cost of treating any injury or 4. Ensure that all receipts or original
illness deliberately caused by you or invoices are retained, as these are
anyone living with you. required when you submit your
5.2.23. complementary treatments that are completed claim form.
not carried out under the direction of 5. If treatment has not been completed,
a vet. an interim claim can be submitted.
5.2.24. costs resulting from an injury or 6. If treatment has continued beyond
illness specified as excluded on your one period of insurance and into the
schedule or generally not covered next (as shown on your schedule),
within these terms and conditions. please ask the vet to provide an
5.2.25. costs incurred outside the United itemised receipt showing the date and
Kingdom unless agreed by us in cost of fees incurred on each day.
advance. 7. If an injury, illness or accident affects
duplicate body parts on both sides
5.2.26. costs for referral vet fees not of the body (e.g. ears, eyes, knees,
authorised in advance by us. cruciate, ligaments, hips), it will be
treated as a single incident.
Page 13Veterinary Fees
5.3 Euthanasia
How to claim for
Euthanasia is included within the cover and
maximum benefit provided by this Section 5. Euthanasia
5.3.1. What is covered Please read these conditions in
We will pay for the cost of euthanasia conjunction with Section 1 - How to Claim.
incurred during the period of 1. Contact us to request a claim form
insurance (as shown in the schedule), 2. If you are claiming for treatment
but only when euthanasia has been as well as euthanasia, these can be
recommended by your vet for humane combined on the same claim form.
reasons. 3. Ensure that all receipts or original
5.3.2. What isn’t covered invoices are retained, as these are
required when you submit your
We will not pay any claim for any
completed claim form.
amount if your pet has been put to
4. All claims must be accompanied
sleep for financial reasons, or in order
by a completed claim form with
to comply with the Dangerous Dogs
original invoices attached and must
Act 1991 and the amendment 1997
be submitted within 6 months of the
or the Dangerous Dogs Act (Northern
euthanasia.
Ireland) Order 1991 or any subsequent
amendments.
Page 14Loss by theft
or straying
Section 06
Please refer to your schedule to check 6.3 What is covered
whether this benefit applies to your policy.
In the event you are reunited with your
pet after we have paid you in accordance
6.1 What is covered with the cover under Section 6 Loss by
We will pay you the purchase price which Theft or straying, you will be required to
you paid for your pet if, during the period of unconditionally pay back the money we paid
insurance: you on account of your claim under this
section of the policy.
6.1.1. your pet is stolen or strays; and
6.1.2. you don’t get your pet back within 30
days; How to claim for Section 6
provided that you have reported the loss
or theft of your pet within 24 hours of - Loss by theft or straying
discovering it missing to the police and, Please read these conditions in
if applicable, obtained a crime reference conjunction with Section 1 - How to Claim.
number. 1. If your pet is not found within 30 days
If you have no formal proof of how much you may claim the purchase price
you paid for your pet, we will pay what we you paid for your pet by notifying
consider is a reasonable sum. us in writing, giving full details of the
circumstances of the loss.
6.2 What isn’t covered - 2. For pedigree pets, please send us the
original purchase receipt and pedigree
Section Exclusions certificate.
3. For non-pedigree pets, please send
We will not pay the purchase price of your
us the original purchase receipt
pet if:
signed by the person from whom you
6.2.1. your pet is stolen or strays within 15 purchased your pet, together with his/
days of you taking out the policy. her name and full address.
6.2.2. you or the person looking after your 4. For rescue pets, please send us the
pet has intentionally parted with it. paperwork you were given by the
6.2.3. you have not reported the loss or rescue centre showing price/donation
theft of your pet within 24 hours of you paid.
discovering it missing to the police 5. If applicable you must obtain a crime
and, if applicable, obtained a crime reference number from the police.
reference number to certify the theft 6. Ask for our approval before you
or loss was reported to the police. advertise or try other methods of
finding your pet.
6.2.4. you have not immediately taken all
reasonable steps to find or recover
your pet.
Page 15Recovery –
advertising and
reward
Section 07
Please refer to your schedule to check 7.2.4. any expenses you incur in trying to
whether this benefit applies to your policy. find your pet if you have not obtained
our approval prior to advertising or
We will pay you the cost covered under this trying other methods of finding your
Section if, during the period of insurance, pet.
your pet is stolen or goes missing provided 7.2.5. any reward not supported by a signed
that you obtain our approval prior to receipt giving the full name and
advertising/ reward and/ or trying other address of the person who found your
methods of finding your pet. pet.
7.2.6. any reward paid to a member of your
7.1 What is covered family or to someone employed by
Subject to our prior approval, if you try to you.
find your pet after it is stolen or strays, we 7.2.7. any ransom costs if your pet is stolen
will pay: or ‘dognapped’.
7.1.1. the recovery and other associated
costs; and
7.1.2. the cost of advertising; and How to claim for Section
7.1.3. the amount of any reward you have 7 - Recovery – advertising
offered and paid to get your pet back.
and reward
7.2 What isn’t covered - Please read these conditions in
Section Exclusions conjunction with Section 1 - How to Claim.
1. You must contact us and obtain our
We will not pay: written consent before you incur any
7.2.1. more than the maximum benefit as costs in trying to find your pet.
shown on your schedule; 2. If you have paid a reward to recover
7.2.2. if your pet is stolen or strays within 15 your pet, please provide the receipt
days of you taking out the policy. and the full name and address of the
7.2.3. any recovery costs unless you person whom it was paid to.
immediately take all reasonable steps
to find or recover your pet.
Page 16Kennel and or
Cattery fees
Section 08
Please refer to your schedule to check illness or injury occurring or showing
whether this benefit applies to your policy. symptoms before your pet’s cover
started or within the first 15 days of
this policy.
8.1 What is covered 8.2.5. any costs resulting from you being
8.1.1. We will pay the kennel and/or cattery pregnant, giving birth or any
fees if, during the period of insurance: treatment that is not related to an
injury or illness.
i) you are ill or injured and have to go
into hospital for more than 48 hours 8.2.6. any costs resulting from you having
(see section exclusions); and to go into a hospital for treatment
for alcoholism, drug abuse, drug
ii) your pet is put into in a licensed addiction, attempted suicide or self
kennel/cattery while you are in inflicted injuries.
hospital
8.2.7. any costs resulting from nursing-home
provided that you obtain a medical care or from convalescence care that
certificate when you leave the hospital. you do not receive in hospital.
8.1.2. If you require to be hospitalised 8.2.8. any costs if someone else living with
more than once for the same illness you can reasonably be expected to
or injury, you will only have to pay look after your pet whilst you are in
one excess the first time you go hospital.
in. However, if you have to go into
hospital more than once for different 8.2.9. Any costs if you are in hospital outside
illnesses or injuries, you will be the United Kingdom.
required to pay the excess as stated
on your schedule for each separate
illness or injury. How to claim for Section
8 - Kennel and or cattery
8.2 What isn’t covered - fees
Section Exclusions Please read these conditions in
We will not pay: conjunction with Section 1 - How to Claim.
8.2.1. any claim for the first 48 hours you are 1. When you leave hospital, ensure you
in hospital; obtain a medical certificate.
8.2.2. more than the maximum benefit as 2 Obtain the receipt from the boarding
shown on your schedule; kennel/cattery.
8.2.3. the excess as stated on your schedule 3. Send us a letter confirming the
8.2.4. any costs resulting from you having nature of the illness/injury you were
to go into hospital because of an hospitalised for and enclose the above
documents.
Page 17Holiday
Cancellation
Section 09
Please refer to your schedule to check 9.2.5. any amount, if the cost of
whether this benefit applies to your policy. accommodation is for a property
owned by you or your family or any
person travelling with you on the
9.1 What is covered same holiday.
If, during the period of insurance, you: 9.2.6. any amount, if you cancel your holiday
• cancel your holiday or you come or come home early because your pet
home early or needs surgery which is not life-saving.
• cancel your holiday less than 7 days 9.2.7. any amount, if you booked your
before you were due to leave; holiday less than 28 days before you
were due to leave.
because your pet needs life-saving surgery,
we will pay you: 9.2.8. more than the cancellation charge
levied by the tour operator or any
• the value of any unused travel and administration fees or taxes refundable
accommodation expenses; and by the airline.
• any extra travel expenses in order for
you to return home.
Provided that you cannot get these expenses How to claim for Section 9
back from anywhere else, for example from
travel insurance. - Holiday cancellation
Please read these conditions in
9.2 What isn’t covered - conjunction with Section 1 - How to Claim.
1. A vet must have recommended that
Section Exclusions you cut your holiday short.
We will not pay: 2. We require cancellation confirmation
9.2.1. more than the maximum benefit as from your travel agent, the operator
shown on your schedule. or other holiday sales organisation.
9.2.2. the costs of any other person on the 3. Send us receipts for the expenses you
holiday with you. are claiming and a letter explaining
9.2.3. any costs specified as excluded when and why you had to pay each
on your schedule or generally expense.
not covered by these terms and 4. Send us a copy of your travel
conditions. insurance certificate confirming levels
9.2.4. any amount, unless a vet has certified of cover.
that your pet needs lifesaving surgery The confirmation must show the dates
and has recommended that you cut and total cost of your holiday, the date
your holiday short.
you decided to cancel or return home,
and any expenses that you cannot recover.
Page 18If your pet dies
Section 10
Please refer to your schedule to check
whether this benefit applies to your policy. How to claim under
10.1 What is covered Section 10 - If your pet
In the event of accidental death of your
dies
pet during the period of insurance, we will Please read these conditions in
reimburse you the purchase price that you conjunction with Section 1 - How to Claim.
paid for your pet up to the policy limit. This
1. Send the claim form to us as soon as
amount shall be payable irrespective of
whether you have received payment for any possible but no later than 6 months
vet fees under Section 5 of this policy to treat after your pet dies, along with the
the injury resulting in the death of your pet. purchase receipt and pedigree
certificate if appropriate.
2. For pedigree pets, please send
10.2 What isn’t covered - the purchase receipt and pedigree
Section Exclusions certificate.
3. For non-pedigree pets, please send
We will not pay:
the purchase receipt signed by the
10.2.1. any benefit under this section if your person from whom you purchased
pet dies as the result of an illness. your pet together with his/her name
10.2.2 more than the maximum benefit as and full address.
shown on your schedule. 4. For rescue pets, please send us the
10.2.3 if your dog is put to sleep due paperwork you were given by the
to aggression unless this can be rescue centre showing the price/
attributed to a medical condition. donation you paid.
10.2.4 the death relates to an exclusion
placed on your schedule or is
generally not covered by the terms
and conditions of this policy.
10.2.5 Post mortem fees.
Page 19Travel Cover
Section 11
Please refer to your schedule to check abroad and provide us with evidence of your
whether this benefit applies to your policy. travel itinerary from your travel provider and
Cover under this benefit can be purchased comply with the Pets Travel Scheme.
separately or added to your policy at renewal.
The table of benefits below applies to the
If you are taking your pet abroad, you must travel section only.
inform us each time you take your pet
Recovery Quarantine Third Party Loss by theft Emergency
Product Death of Pet
per policy year up to Costs Costs (Dogs only) or straying Vet Fees
per policy year up to per policy year up to per policy year up to per policy year up to per policy year up to
Loyal
Comprehensive & £750 £500 £1,500 £2 Million £750 £2,000
Pet Protect Gold
Loyal Basic £500 £500 £1,500 £1 Million £500 £2,000
Pride £500 £500 £1,500 Nil £500 £2,000
Lifelong Essential
Nil £250 £1,500 £1 Million Nil £1,000
Protection
Lifelong Extra
£750 £500 £1,500 £1 Million £750 £1,500
Protection Dog
Lifelong Extra
£500 £500 £1,500 Nil £500 £1,500
Protection Cat
Lifelong Plus
Protection Dog Nil £500 £1,500 £1 Million Nil £1,000
& Cat
Lifelong Accident £600 £500 £1,500 £2 Million £500 £2,000
£500
Loyal K £500 £1,500 £1 Million £500 £2,000
accident only
Pride K £500 £500 £1,500 Nil £500 £1,000
Lifelong Totalcare £600 £500 £1,500 £2 Million £500 £2,000
Lifelong Healthcare £600 £500 £1,500 £2 Million £500 £2,000
Page 20Travel Cover
What is covered? with the requirements of the Pet Travel
Scheme.
This section insures you for your pet as (xi) Any amount if your pet is confiscated
described on your policy schedule in any or destroyed by any government or
agreed country, for a maximum period of 31 public authorities.
days of travel per period of insurance outside
the United Kingdom. (xii) Any costs caused because any foreign
government or public authority has
Subject to the maximum benefit and policy put restrictions on your pet.
excesses stated on your schedule this section
provides the following benefits : (xiii) Any amount if your pet is not brought
back into the United Kingdom by
Clause 11.1 Emergency veterinary fees a route approved by the Pet Travel
Clause 11.2 If your pet dies Scheme.
Clause 11.3 Loss by theft or straying (xiv) Any loss incurred by, connected to or
Clause 11.4 Recovery – resulting from any device failing to
advertising and reward recognise, interpret or process your
pet’s microchip number unless the
Clause 11.5 Quarantine expenses and microchip is proved to be faulty.
loss of documents - if
despite complying with the (xv) Any costs incurred in any non-agreed
necessary regulations and country.
precautions your pet is (xvi) Relocation to another country.
refused re-entry to the UK (xvii) Any claim where your pet is working.
and has to go into For example, if your pet acquires
quarantine. an injury or illness in the course of
Clause 15 Third party liability being used for or being trained for
commercial use, guarding, security,
What isn’t covered - farming, hunting, racing. This exclusion
does not apply to assistance dogs.
Section exclusions (xviii) Any costs imposed by the carrier to
This policy excludes and does not cover: carry out checks whether required
by them or by any Government or
(i) Any amount incurred outside the governing body.
period of travel.
(xix) Repatriation of your pet following its
(ii) Any amount as a result of an accident death.
or illness, occurring or showing any
clinical signs before the travel start (xx) Any loss due to currency exchanges of
date any and every description.
(iii) Any pet that does not have a valid EU (xxi) Any claim arising due to non-
Pets Passport or PETS Certificate. compliance with any part of the Pet
Travel Scheme requirements, whether
(iv) Any amount if you do not follow the imposed by the Government, a carrier
conditions of the Pet Travel Scheme. or other countries involved in the Pet
(v) Any amount if you or your pet lives Travel Scheme.
outside the UK. (xxii) Any delay, confiscation, detention,
(vi) Curtailment, extension or repatriation requisition, damage, destruction
(vii) Any pet that has been outside the or any prohibitive regulations by
agreed countries during the journey customs or any Government Officials
or within six (6) months before the or authorities of any country unless
start of your journey. specifically covered by this policy.
(viii) Any journey you take your pet on (xxiii) Any amount if you have not informed
against a vet’s advice. us of your travel dates you are taking
your pet abroad.
(ix) Any amount if you break the United
Kingdom or Republic of Ireland laws (xxiv) Any amount if you fail to provide us
or regulations including those relating with evidence of your travel itinerary
to animal health or importation. from your travel provider.
(x) Any costs incurred in order to comply (xxv) the excess as stated on your schedule.
Page 21Travel Cover
11.1 Emergency veterinary (v) house calls or ambulance charges
unless the vet confirms that they are
fees essential to your pet’s health.
We will reimburse you the cost of emergency (vi) fees for the cost of any treatment your
veterinary treatment received abroad for an pet receives after the last day of your
illness or injury suffered by your pet during journey.
your period of travel. (vii) travelling expenses incurred by either
For the avoidance of doubt, emergency yourself or a vet.
veterinary treatment means that cover only (viii) claims for any tick or worming
includes treatment that is of immediate treatment.
necessity in order to save your pet’s life and (xi) any fee charged by a veterinary
does not cover any treatment which the vet surgeon to complete the claim form.
believes can be delayed until your pet returns
home. (x) emergency veterinary fees incurred
while on holiday taken within the UK.
While abroad, you do not need to contact
us before any emergency treatment begins. (xi) having your pet cremated, buried or
However, you must settle the vets fees otherwise disposed of.
claims directly with the vet and keep the (xii) fees resulting from an injury or
receipts. Claims under this Travel cover will illness specified as excluded on your
be settled with/ reimbursed to you in sterling schedule.
upon completion of the claim form and the (xiii) the cost of any treatment a vet
presentation of the receipts. We are unable to believes can be delayed until your pet
settle any claims directly with the vets abroad. returns home.
(xiv) the cost of any treatment if the
11.1.1 What is covered journey was made to get your pet
treatment abroad.
We will pay:
(xv) any fees arising from any condition of
(i) for the cost of any reasonable and which you were aware before the start
necessary emergency vet fees of the journey.
for treatment your pet receives
for an illness or injury (including
injuries caused by fire, lightning and
poisoning);
How to claim for Clause
ii) fees for putting your pet to sleep as 11.1 - Emergency Vet fees
long as it is recommended by a vet; Please read these conditions in
in an agreed country during the conjunction with Section 1 - How to Claim.
journey.
1. Remember that claims only apply
to treatment received during the
11.1.2 What isn’t covered - journey.
Section Exclusions 2. Claim form receipts must be returned
to us within six (6) weeks after the last
We will not pay for:
day of your journey.
(i) more than the maximum benefit 3. All claims must be accompanied by
shown on your schedule. a completed claim form with original
(ii) the excess as stated on the schedule. invoices attached.
(iii) vet fees to treat an illness or injury 4. We cannot settle any claims with vets
related to your pet being pregnant or abroad. All claims will be settled with
giving birth. you in sterling.
(iv) preventative or routine treatments, 5. Exchange rate is calculated on the
for example, vaccinations, spaying, date that the claim is processed.
castration, grooming or nail clipping
and any claims arising as a result of
these procedures.
Page 22Travel Cover
11.2 If your pet dies
3. For non-pedigree pets, please send
11.2.1 What is covered the purchase receipt signed by the
In the event of accidental death of your pet person from whom you purchased
during the journey, we will reimburse you your pet together with his/her name
the purchase price that you paid for your and full address.
pet up to the policy limit. This amount shall 4. For rescue pets, please send us the
be payable irrespective of whether you have
received payment for any vet fees under paperwork you were given by the
Section 11.1 of this policy to treat the injury rescue centre showing the price/
resulting in the death of your pet. donation you paid.
11.2.2 What isn’t covered -
Section Exclusions 11.3 Loss by theft or straying
We will not pay:
a) any benefit under this Section if 11.3.1 What is covered
your pet dies as the result of an We will pay you the purchase price which you
illness. paid for your pet if, during your journey:
b) more than the maximum benefit as (i) your pet is stolen or strays; and
shown on your schedule.
(ii) you don’t get your pet back within 30
c) if your dog is put to sleep due days;
to aggression unless this can be
attributed to a medical condition. Provided that you have reported the loss
or theft of your pet within 24 hours of
d) the death relates to an exclusion discovering it.
placed on your schedule or is
generally not covered by the terms
and conditions of this policy. 11.3.2 What isn’t covered -
e) if your pet dies and the journey was
made to obtain treatment abroad.
Section Exclusions
f) Post mortem fees. We will not pay:
(i) more than the maximum benefit as
shown on your schedule.
(ii) any amount unless you report the loss
or theft of your pet within 24 hours
How to claim for Clause of discovering it missing and there is
some official documentation to certify
11.2 - If your pet dies the theft or loss was reported to the
Please read these conditions in police or other relevant authority or
to the ship, aircraft, train or coach
conjunction with Section 1 - How to Claim. operator if the loss or theft happened
1. Send the claim form to us as soon while you were travelling with them.
as possible after your pet dies, (iiii) any costs unless you immediately take
along with the purchase receipt and all reasonable steps to find or recover
your pet.
pedigree certificate if appropriate. All
paperwork must be submitted within 6 (iv) any sum within the first 30 days after
the date of loss.
weeks of your pet’s death.
(v) the excess as stated on your schedule.
2. For pedigree pets, please send
the purchase receipt and pedigree
certificate.
Page 23Travel Cover
11.3.3 Special condition 11.4.1 What is covered
In the event you are reunited with your If your pet is stolen or goes missing we will
pet after we have paid you in accordance pay;
with the cover under Section 12.3 Loss by
Theft or straying, you will be required to (i) the cost of advertising.
unconditionally pay back the money we paid (ii) the amount of any reward you have
you on account of your claim under this offered and paid to get your pet
section of the policy. back.
How to claim for Clause 11.4.2 What isn’t covered -
11.3 - Loss by theft or Section Exclusions
straying We will not pay:
(i) more than the maximum benefit as
Please read these conditions in shown on your schedule;
conjunction with Section 1 - How to Claim. (ii) any reward not supported by a signed
1. If your pet is not found within 30 days receipt giving the full name and
you may claim the purchase price address of the person who found your
pet.
you paid for your pet by notifying
us in writing, giving full details of the (iii) any reward paid to a member of your
family, any person travelling with you
circumstances of the loss. on the same holiday or employed by
2. or pedigree pets, please send the you.
purchase receipt and pedigree (iv) any amount unless you report the loss
certificate. or theft of your pet within 24 hours
3. For non-pedigree pets, please send of discovering it missing and there is
some official documentation to certify
the purchase receipt signed by the the theft or loss was reported to the
person from whom you purchased police or ship or aircraft train or coach
your pet together with his/her name operator if the loss or theft happened
and full address. while you were travelling with them.
4. For rescue pets, please send us the (v) any costs unless you immediately take
paperwork you were given by the all reasonable steps to find or recover
your pet.
rescue centre showing the price/
donation you paid. (vi) the excess as stated on your schedule.
5. You must claim for this benefit within
6 weeks of the date of loss. How to claim for Clause
In absence of the full supporting 11.4 -Recovery – advertising
paperwork we will pay the price that we
feel is fair up to the maximum benefit. and reward
Please read these conditions in
11.4 Recovery – advertising conjunction with Section 1 - How to Claim.
and reward 1. If you have paid a reward to recover
We will pay you the cost covered under this your pet please provide a receipt and
Section if, during the journey your pet is the name and address of the person
stolen or goes missing provided that you that this was paid to.
obtain our approval prior to advertising/ 2. Exchange rate is calculated on the
reward and/ or trying other methods of date that the claim is processed.
finding your pet.
Page 24Travel Cover
11.5 Quarantine expenses (vi) any costs that result from the EU
Pet Passport, PETS Certificate or
and loss of documents certificate for treatment against
parasites being lost or stolen whilst
11.5.1 What is covered left unattended unless they are in
your accommodation or the locked
(i) We will pay you up to the maximum
boot, covered luggage area or glove
benefit shown in the schedule if your
compartment of a locked vehicle.
pet is not allowed back into the UK
because of the failure of the microchip, (vii) any costs unless you immediately take
EU Pet Passport or the PETS all reasonable steps to find or recover
certificate or certificate for treatment your EU Pet Passport, PETS Certificate
against parasites being lost or stolen. or certificate for treatment against
(i) You are covered for: parasites.
a) the cost of removing the failed (viii) any fees arising from any condition of
microchip and implanting a which you were aware before the start
replacement; of the journey.
b) the cost to keep your pet in (ix) the excess as stated on your schedule.
quarantine;
c) the cost of getting a duplicate EU
Pet Passport, PETS Certificate or
certificate for treatment against
parasites or repeat treatment for
parasites. How to claim for Clause
11.5 - Quarantine expenses
11.5.2 What isn’t covered - and loss of documents
Section Exclusions Please read these conditions in
We will not pay: conjunction with Section 1 - How to Claim.
(i) more than the maximum benefit as 1. We will ask you to support your claim
shown on your schedule. with documentary evidence that your
(ii) the excess as stated on your schedule. pet was micro-chipped prior to your
(iii) any costs that result from the failure journey with a micro-chip of ISO
of any microchip that does not meet standard 11784 or Annex A to ISO
ISO standard 11784 or Annex A to ISO standard 11785.
standard 11785. 2. Exchange rate is calculated on the
(iv) any costs that result from a microchip date that the claim is processed.
reader failing to read a microchip.
(v) any costs unless you report the loss or
theft of your EU Pet Passport, PETS
Certificate or certificate for treatment
against parasites, within 24 hours of
discovering it missing and there is an
official document to certify the theft
or loss was reported to the police or
ship or aircraft, train or coach operator
if the loss or theft happened while you
were travelling with them.
Page 25Third Party
Liability
(Applicable to
dogs only)
Section 12
Please refer to your schedule to check
whether this benefit applies to your policy.
12.2 What isn’t covered -
Section Exclusions
12.1 What is covered We will not pay:
12.1.1 If property is damaged, or any person 12.2.1 more than the maximum benefit as
shown
is on your schedule.
killed, injured or falls ill as a result of
an 12.2.2 the excess as stated on your schedule.
incident involving your pet during the 12.2.3 compensation or legal costs if the
period of insurance, we will pay: injured
person:
• compensation and costs awarded
• is part of your family;
against you by a court of law; and
• lives in your home;
• the legal costs and expenses for
• works for you;
defending a claim against you.
• is looking after your dog with your
Provided that we shall not pay more permission; or
than the maximum benefit as shown
• if Section 12 – Travel cover applies,
on is travelling with you on the same
your schedule. holiday.
12.1.2 If other dogs are involved with your 12.2.4 compensation or legal costs if the
pet in causing injury or damage, we damaged property belongs to you or
will only pay for the share of the injury someone who:
or damage caused by your pet. • is part of your family;
12.1.3 If your pet along with the other dogs • lives in your home;
belonging to you but are not insured • works for you;
under this policy, are involved in an
• is looking after your pet with your
incident causing injury or damage, permission;
you will have to pay a proportionate
share of the total injury and/or • if Section 12 – Travel cover applies,
is travelling with you on the same
damage caused by your pet and your holiday.
uninsured dogs. For example, if you
12.2.5 compensation or legal costs if you or
have three dogs which cause injury or someone listed above is looking after
damage and only one is insured, we the property or holding it in trust.
will pay one-third of any claims made
12.2.6 if you work from home and your pet
against you. has access to your work area and/or
your clients’ property and causes any
incident which results in any form of
compensation, costs and expenses.
Page 26You can also read
