Animal Friends Insurance. Your Ethical Choice. Your Complete Guide to Your Superior & Superior Plus Pet Policy

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1 Animal Friends Insurance Your Ethical Choice Your Complete Guide to Your Superior & Superior Plus Pet Policy Please Superior contact & Superior us Plus if you Policy require Wording/19 a copy th May of 2014/Version the booklet 1.7 in large print or Braille. Page 1 of 46

2 Require any assistance? Call one of our helpful team: Policy Booklet Effective Date: 19 th May 2014 Thank you for choosing to insure your companion with Animal Friends Insurance Services Limited, underwritten by Red Sands Insurance Company (Europe) Limited. Animal Friends was founded in 1998 with the sole aim of providing pet insurance as a means to help support animal welfare charities. The company s ethos, aims and values have enabled us to become one of the UK s leading pet insurance specialists. As pet lovers we hope that you do not have a reason to make a claim. However, in the event that you do, you can be assured you will receive an excellent and understanding service from our specialist team of claims assessors. It is important to read your policy documents carefully to ensure that the information is correct and the cover is exactly what you need; please particularly note any general or specific exclusions that have been applied to your policy. If there is anything that requires amending or you need further assistance, then please do not hesitate to contact one of our friendly and dedicated team on Elaine Fairfax Founder and Managing Director Animal Friends Insurance Services Ltd. Page 2 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

3 Contents Your Policy Summary 4 Your Policy Wording 10 Definitions 10 Section 1: Vet Fees 12 Section 2: Death of Dog or Cat From Accident or Illness 16 Section 3: Loss by Theft or Straying 18 Section 4: Advertising and Reward 19 Section 5: Public Liability 20 Section 6: Emergency Boarding Kennel/Cattery Fees 22 Section 7: Holiday Cover 23 Section 8: Holiday Cancellation Cover 25 Section 9: Dog Walker 26 Section 10: General Conditions 27 Section 11: General Exclusions 29 Section 12: Cancellation Rights 31 Section 13: Other Information 32 Section 14: Making a Claim 34 Section 15: Complaints Procedure 35 Terms of Business 36 Step by Step Guide to Making a Claim 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7 Page 3 of 46

4 Your Policy Summary Animal Friends Insurance is underwritten by Red Sands Insurance Company (Europe) Ltd. This policy is a fixed-term contract of insurance that provides cover for the cost of vet treatment required by your pet along with additional cover. You may need to review and update the cover provided by your policy periodically to ensure it remains adequate for your pet. By applying for this policy, you confirm that you meet the minimum inception criteria outlined in this document and that your demands and needs for veterinary cover are met by the features and benefits of this policy, now and in the future. The following table provides a summary of the key policy features and benefits and any significant limits or exclusions. For full policy details and our full terms and conditions, please read your policy wording. What is Covered? What is not Covered? Significant Exclusions or Limitations Policy Limits Page Ref Vet Fees We will provide cover for; All reasonable costs for treatment of your pet by a vet due to accident, illness or disease up to the maximum limit as specified in your schedule. (NB: Cover is provided for the lifetime that your policy is in force). Any treatment exceeding your condition limit. Any claim or costs for or relating to a pre-existing condition(s) or for an accident, injury or illness that first showed clinical signs at any time before the commencement date of the policy or within 14 days of the commencement date. Any accident or injury affecting the Cruciate ligament within 14 days of the commencement date. Any accident or injury that occurs within 5 days of the commencement date. Any claim which is not notified within 90 days of the treatment. Costs for cosmetic, elective, routine or preventative, treatments, examinations, vaccinations, spaying, castration, breeding and any claims as a result of any of these procedures. Losses arising as a result of your pet undergoing organ/tissue transplants. Any dental or gum treatment. Any costs for out-of-hours fees unless required to prevent a life endangering condition. Costs arising from any vicious tendencies or behaviour problems shown by your pet. Any claims as a result of a notifiable disease e.g. rabies. The cost of any food. Superior Annual Condition Limit 2,000. (With an inner limit of 500 for complementary medicine). Superior Plus Annual Condition Limit 4,000. (With an inner limit of 500 for complementary medicine). The following are deducted per claim; Excess An excess is payable for each condition where the Treatment dates fall within different policy years. Co-Payment A co-payment is payable for Dogs aged 8 years and older and for cats aged 10 years and older. Please refer to your schedule for the excess and co-payments applicable for each claim. p.12/13/ 14/15 Page 4 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

5 What is Covered? What is not Covered? Significant Exclusions or Limitations. Policy Limits Page Ref Death, Theft or Straying We will provide cover for; A percentage of the market value, purchase price or the amount specified in your schedule, up to the maximum benefit limit, if your pet dies, is lost or stolen. (NB: If we pay a claim for your lost or stolen pet we will cancel your policy with effect from the date we pay the claim. No refund of premium will be due). Death Death as a result of any pre-existing condition(s) Death due to illness of your pet aged 8 years or older. Any claim if your pet dies from any accident or injury that occurred within the first 5 days of the policy commencement date. Any claim if you or your vet notices changes in your pet s health or behaviour within the first 14 days of the commencement date and your pet dies as a result. Losses arising as a result of your pet undergoing organ/tissue transplants. Euthanasia due to behavioural or for fiscal reasons. Superior Maximum Benefit Limit 750. Superior Plus Maximum Benefit Limit 1,000. p.16/17 Theft or Straying Any claim where your pet has been missing for less than 45 days. If we pay a claim for theft or straying we will cancel your policy with effect from the date we pay the claim. No refund of premium will be due. Theft that does not involve forcible or violent entry into a secured area. Advertising and Reward We will provide cover for; The cost towards advertising and reward for your lost pet up to a maximum of 200. Any claim if your pet goes missing within the first 14 days of the commencement date. Your pet must be missing for at least 48 hours before a claim can be made. The amount of the reward can be no more than purchase price paid for your pet. Superior Maximum Benefit Limit 200. Superior Plus Maximum Benefit Limit 200. p.19 Any claim caused by an immediate family member, relative or someone you know being responsible for the loss of your pet. Any advertising costs which are not supported by original receipts. Any claim for a reward by an immediate family member, relative, employee or someone you know. Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7 Page 5 of 46

6 What is Covered? What is not Covered? Significant Exclusions or Limitations. Policy Limits Page Ref Public Liability We will provide cover for; Third party death, injury or property damage as a result of an accident involving your pet where you are found legally liable. Costs for criminal proceedings against you. If the claimant is a person who lives with you, an immediate family member or your employee. Any fines, compensation or costs following your prosecution. Any claim resulting from your occupation, profession or business. If you are legally liable because of the contract you have entered into. Superior Maximum Benefit Limit 1.5 million. Superior Plus Maximum Benefit Limit 1.75 million. Excess An excess of 250 is payable for property damage claims. p.20/21 Costs arising from any vicious tendencies or behavioural problems shown by your pet and you have not followed a behaviour modification programme. Loss or damage to property as a result of your pet s interaction with other animals or worrying livestock. Emergency Boarding Kennel/ Cattery Fees We will provide cover for; The cost of boarding your pet should You have to spend more than 4 consecutive days in hospital. Any amount if the boarding kennels/ cattery/pet minding business are not licenced. Any hospitalisation that could reasonably be expected or foreseen at the time you took out or renewed this policy and any potentially recurring medical condition that you already have. Superior Maximum Benefit Limit 750. Superior Plus Maximum Benefit Limit 1,000. p.22 Holiday Cover We will provide cover for; Emergency vet treatment abroad. A maximum of 3 trips per policy period. No trip should exceed more than 30 days. Any costs if the holiday was arranged to get treatment abroad. Cover is restricted to only those countries in the UK Governments Pet Travel Scheme. Superior Maximum Benefit Limit 2,000. Superior Plus Maximum Benefit Limit 2,000. p.23/24 Those exclusions shown under the vet fees section. Page 6 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

7 What is Covered? What is not Covered? Significant Exclusions or Limitations. Policy Limits Page Ref Holiday Cancellation We will provide cover for; The cancellation or curtailment of your holiday where your pet needs Lifesaving surgery following an accident or illness within 14 days of your holiday. Costs for any non-life saving operations. Costs for any holiday booked less than 28 days before you leave. Any costs for anyone else that is on holiday with you. Superior Maximum Benefit Limit 1,000. Superior Plus Maximum Benefit Limit 1,500. p.25 Dog Walker We will provide cover for; A professional dog walker in the event that you suffer injury and are hospitalised for more than 4 consecutive days and if no immediate family member can look after your dog. Any costs from you or your partner as a result of being pregnant, giving birth or any treatment that is not as a result of any injury or illness. Superior Maximum Benefit Limit 100. Superior Plus Maximum Benefit Limit 100. p.26 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7 Page 7 of 46

8 What happens if I take out cover and then change my mind? (Please refer to section 12 of the policy wording) If AFI receives your written request to cancel this policy within 14 days of the commencement date, then, if you have not made a claim, we will give you a full refund of any premium you have paid less any applicable taxes or duties payable. If you wish to cancel after 14 days of the commencement date and you have not made a claim you can cancel at any time and will be entitled to the return of the unexpired portion of your premium. However, we will deduct the reasonable cost of setting up and administering this policy. Please note if a claim has been submitted or is pending, we will not refund any premium. How do you make a claim? (Please refer to section 14 of the policy wording) On the happening of any accident, illness, loss, destruction or damage giving rise or likely to give rise to a claim under this policy, you must either: download a claim form from or contact AFI by on or telephone on (option 2) and request AFI to send you a claim form. Full instructions of how to complete the claim form will be provided. Completed claim forms must be posted to; AFI at Animal Friends House, No.1 The Crescent, Sun Rise Way, Amesbury, Wiltshire, SP4 7QA. How do you complain? (Please refer to section 15 of the policy wording) If you are unhappy with the level of service you have received please write to the; Customer Liaison Department at AFI, Animal Friends House, No. 1 The Crescent, Sun Rise Way, Amesbury, Wiltshire, SP4 7QA or or If you do not receive satisfaction through our internal procedures, and we have issued you with a final response, you can then refer your complaint to the Financial Ombudsman Service (FOS). Their address is: South Quay Plaza, 183 Marsh Wall, London, E14 9SR or they can be contacted on Would I receive any compensation if the Insurer were unable to meet its liabilities? (Please refer to section 13 of the policy wording) If we are unable to meet our liabilities you may be entitled to compensation under the Financial Services Compensation Scheme (FSCS). Further information about compensation scheme arrangements is available at by ing or by phoning the FSCS on Who is the Insurer? This scheme is underwritten by Red Sands Insurance Company (Europe) Limited (Red Sands), registered in Gibraltar under number 87598, registered office at Level 3, Ocean Village Business Centre, 23 Ocean Village Promenade, Gibraltar. Red Sands is licensed and regulated by the Gibraltar Financial Services Commission under the Insurance Companies Act 1987 of Gibraltar and is a member of the Financial Services Compensation Scheme (FSCS) and the Association of British Insurers (ABI). Page 8 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

9 Who is the Administrator? Our administrator, Animal Friends Insurance Services Limited, is authorised and regulated by the Financial Conduct Authority (FCA registered no: ). Animal Friends Insurance Services Limited, Animal Friends House, No. 1 The Crescent, Sun Rise Way, Amesbury, Wiltshire, SP4 7QA. Tel: Fax Other Important Information Relevant United Kingdom law will apply to the policy and the relevant courts of the United Kingdom will have exclusive jurisdiction unless you have asked for another law and we have agreed to this in writing before the commencement date. In accordance with the Equality Act 2010 we are able to provide, upon request, a textphone facility, audio tapes and large print documentation. Please advise us if you require any of these services to be provided so that we can communicate in an appropriate manner. Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7 Page 9 of 46

10 Your Policy Wording Definitions When Interpreting This Policy: References to the singular include the plural and vice versa, and to the masculine include the feminine and vice versa monetary references are in UK pounds sterling. certain words and expressions used in this policy have a specific meaning. The following words will have the meanings described below wherever they appear in this document. Accident means a sudden, unforeseen, and unintended event causing injury to your pet. AFI means Animal Friends Insurance Services Limited, who is the administrator for all sections of this policy and whose registered office is situated at Animal Friends House, No.1 The Crescent, Sun Rise Way, Amesbury, Wiltshire SP4 7QA. Behavioural condition means a change in the normal behaviour of your pet that signals your pet is experiencing a negative emotional state. Commencement date means the date and time when cover first starts as noted on your schedule. Condition means any injury sustained during, or resulting from, a single accident or any manifestation of an illness having the same diagnostic classification or resulting from the same disease process regardless of the number of incidents or areas of your pet s body affected. End date means the date on which this policy ends, which will be the earliest of the following: the date your pet dies, is lost or is stolen; the expiry of the current policy period; if you fail to renew this policy; we choose not to renew this policy for whatever reason; if all of your premiums are not up to date; the date you cancel this policy; the date we cancel this policy for a valid reason. Excess is the amount you pay towards a claim under the Vet fees and Public liability sections of cover and as specified on your schedule. Illness means sickness, disease, infection or any change in your pet s normal healthy state which is not caused by injury. Injury means damage to one or more parts of your pet s body as a result of an accidental cause. Page 10 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

11 Your Policy Wording: Definitions Pre-existing condition means: any condition, symptom or sign of a condition occurring or existing in any form and at any time prior to the commencement date; or any illness, symptom or sign of an illness occurring or existing in any form during the first 14 days of the commencement date. Treatment means any examination, consultation, advice, tests, x-rays, slides, ultrasound, MRI, medication, surgery or nursing care provided by a vet practice or member of a professional organisation acting under their direction. Vet means a current qualified member of the Royal College of Vet Surgeons. For treatment outside the UK, Isle of Man or the Channel Islands, a person registered to practice vet surgery in the country treatment is administered. Vet fees means reasonable, customary and essential fees typically charged by a vet in the provision of treatment. We, our, us means Red Sands Insurance Company (Europe) Limited whose registered office is situated at Level 3, Ocean Village Business Centre, 23 Ocean Village Promenade, Gibraltar and is registered in Gibraltar under company registration number You, your means the person named as the policy owner on your schedule. Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7 Page 11 of 46

12 Section 1 Vet Fees 1.1 Cover We pay up to the benefit amount as specified in your schedule for costs or treatment recommended and administered by a vet, for your pet, as a result of an illness or injury subject to the applicable policy limits, excess and if applicable depending on your pets age, a co-payment Complementary Medicine We will pay an inner limit of up to 500 for complementary medicine within the maximum benefit limit as shown in your schedule, for the following; Physiotherapy Hydrotherapy Chiropractic manipulation Osteopathy Acupuncture Homeopathic or herbal medicines Laser Therapy 1.2 Specific Conditions The complementary medicine must be recommended by a vet and administered by one of the following suitably qualified practitioners; Association of Chartered Physiotherapists in Animal Therapy/ National Association of Vet Physiotherapists The International Association of Animal Therapists Canine Hydrotherapy Association International Vet Acupuncture Society (IVAS) The Association of British Vet Acupuncturists (ABVA) Level of vet fees allowed: We reserve the right to obtain a second opinion from our vet advisor where we consider: Vet fees charged appear greater than conventional fees charged by an attending referral practice; and/or Treatment received may not have been required or may have been excessive when compared with treatment conventionally undertaken by an attending referral practice. Page 12 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

13 Section 1: Vet Fees Section 1: Vet Fees Where there is a dispute we will pay only those vet fees deemed reasonable and essential by our vet advisor. In addition we reserve the right to pay only up to a 100% mark-up on vet medicines inclusive of any dispensing fee charged by your vet If total vet fees appear likely to exceed 1,000 you must notify AFI immediately for pre-authorisation. Please note we will only pay those vet fees deemed reasonable and essential by our vet advisor. We reserve the right to pay only up to a 100% mark-up on vet medicines inclusive of any dispensing fee charged by your vet Please note that where a condition is affecting one body part of which your pet has two, one each side of the body (e.g. ears, eyes, knees, cruciate ligaments) this will be considered a bilateral condition and when applying the benefit limit or an exclusion bilateral conditions are considered as one condition Please note if your pet first showed any clinical signs; or had an accident, injury or an illness; or was diagnosed with a condition within the first 14 days or prior to the commencement date, we reserve the right to apply an exclusion to your policy in respect of this clinical sign, accident, injury, illness or condition. 1.3 Exclusions The following are excluded from cover: Any pre-existing condition or claim for costs relating to an injury or illness that relates to or results from an accident, injury, illness or clinical signs your pet had before the commencement date; Any injury or illness that has the same diagnosis or clinical signs as an accident, injury, illness or clinical signs your pet had before the commencement date; Any accident or injury that occurs within 5 days of the commencement date; Any illness that first shows clinical signs within 14 days of the commencement date; Any claim for the cruciate ligament that occurs within 14 days of the commencement date; Costs resulting from or related to an exclusion as specified in your schedule Costs for or related to cosmetic treatment, elective treatment, routine treatment or preventative treatment recommended by a vet to prevent an injury or illness for whatever reason. Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7 Page 13 of 46

14 This includes but is not limited to the following: 1. Vaccination; 2. Spaying; 3. Castration; 4. Cryptorchidism (retained testes); 5. Stem cell/ gene therapy; 6. Grooming, nail clipping; 7. Breeding, whelping, kittening; 8. Bathing; 9. Dematting; 10. Killing and controlling fleas and worms; 11. Spaying to prevent the re-occurrence of false pregnancy; and any claim as a result of these procedures unless specifically noted on your schedule Costs resulting from the consequences of not having the cosmetic treatment elective treatment, routine treatment or preventative treatment recommended by a vet to prevent an injury or illness, as listed above Any dental or gum treatment including root canal treatment Pet bedding and blankets The cost of any treatment for behavioural problems, training or therapy or for any conditions arising out of the same Treatment received by your pet after the end date The cost of any treatment if a claim has not been submitted within 90 days of the treatment Any costs for house calls; out-of-hours fees; hospitalisation and ambulance costs (where covered) unless required to prevent a life endangering condition Costs for cremation and disposal, including post mortem costs, coffins or caskets Costs which are not supported by an original receipt or invoice itemising the treatment costs incurred Costs for treatment or conditions arising from your pet being overweight, except weight gain as a result of a diagnosed illness. Page 14 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

15 Section 1: Vet Fees Costs for treatment involving unlicensed medication unless the treating vet can confirm that this has been clinically proven to treat such a condition The cost of any food, even if prescribed by your vet Any costs associated with routine or investigative laboratory tests or procedures unless the clinical signs /symptoms exist and the tests and procedures are to diagnose a specific condition Extra fees on external laboratory fees. We will only pay the external fee plus up to 20 for post and packaging and interpretation Any charges made by your vet for a prescription charge for obtaining medication elsewhere in excess of the normal fees charged for standard prescriptions Any fee charged by your vet for completing the claim form Continuation claims unless you have paid all your premiums and your policy is in force The costs of putting your pet to sleep unless your vet provides written confirmation that it was essential to prevent the animal from suffering The excess and any co-payment applicable to this section of cover as shown on your schedule. Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7 Page 15 of 46

16 Section 2 Death Of Dog Or Cat From Accident Or Illness 2.1 Cover We will pay a percentage of the market value, the price paid or the amount specified in your schedule (whichever is the lesser) if your pet dies during the policy year or is put down for humane reasons because of injury or illness that happened or started during the policy period, taking into account the age, breed and condition of your pet. Up to 1 year: 100% From 1 year up to 3 years: 75% From 3 years up to 5 years: 50% From 5 years up to 8 years: 35% From 8 years and over: 25% 2.2 Specific Conditions The death must occur during the same policy year as the accident or illness. You must advise AFI as soon as possible in writing of the accident or illness, but not later than 30 days after your pet is put down Where a claim is made for a pedigree pet you must send us, at your cost, the originals of a recognised Breed Club registration document, Pedigree Certificate and purchase receipt. Please note that all original documentation will be retained by AFI You must provide us with proof of what you paid for your pet. If you are unable to provide proof of what you paid for your pet; you will receive a minimum payment of 25 for cats and 50 for dogs If your pet dies, you must arrange and pay for a qualified vet to certify the cause of death and, at your own expense, to conduct a post-mortem examination if we require one. 2.3 Exclusions The following are excluded from cover: Death of your pet within the first 14 days of the commencement date as a result of accident, injury or illness Euthanasia due to any act of any legal or legislative authority for any reason whatsoever, including any order made in respect of a notifiable disease Euthanasia due to behavioural problems or for fiscal reasons Death during or after a surgical operation or general anaesthetic unless a qualified vet certifies that it was necessary because of injury or illness. Page 16 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

17 Section 2: Death Of Dog Or Cat From Accident Or Illness Death due to an illness of any dog or cat aged 8 years or over at the commencement date or any renewal period Any death resulting from breeding, pregnancy or giving birth Any claim if the death has been a result of preventative, routine or elective treatment / procedure. (See vets fees exclusion 1.3.7) Any death caused by an illness/clinical signs first noticed before the commencement date or within the first 14 days of the policy commencement date Any claim for more than you paid for your pet. Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7 Page 17 of 46

18 Section 3 Loss By Theft Or Straying 3.1 Cover We will pay a percentage of the market value, the price paid or the amount specified in your schedule (whichever is the lesser) if your pet is not found within 45 days of being lost or stolen. Up to 1 year: 100% From 1 year up to 3 years: 75% From 3 years up to 5 years: 50% From 5 years up to 8 years: 35% From 8 years and over: 25% 3.2 Specific Conditions Your pet must have disappeared from your address You must report the loss of your pet to at least one rescue centre in the case of a cat and in the case of a dog, a dog warden You must provide us with proof of what you paid for your pet. If you are unable to provide proof of what you paid for your pet; you will receive a minimum payment of 25 for cats and 50 for dogs If we settle a claim for theft or straying we will cancel your policy from the date we settle your claim and no refund of premium will be returnable Where a claim is made for a pedigree pet you must send us, at your cost, the originals of a recognised Breed Club registration document, Pedigree Certificate and purchase receipt. Please note that all original documentation will be retained by AFI. 3.3 Exclusions Any claim where you or the person looking after your pet has voluntarily parted with it, even if tricked into parting with it by a third party, or in circumstances where the pet s loss would not be deemed to have been stolen i.e. abandoned deliberately Theft which does not involve forcible and violent entry to a secure area, such as a pen or your home Any claim for any loss within the first 14 days of the commencement date. Page 18 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

19 Section 4 Advertising And Reward 4.1 Cover We will pay you up to 200 for advertising and reward costs to find your lost pet, provided that you first obtain AFI s written agreement and of the reward to be offered. 4.2 Specific Conditions Please note that your pet must have been missing for at least 48 hours before a claim can be made The reward amount cannot be more than the purchase price paid for your pet You must provide us with documentary evidence of the costs involved for advertising You must provide us with written confirmation of the reward offer made with details of the beneficiary before we process payment. 4.3 Exclusions Any claim where you or the person looking after your pet has voluntarily parted with it, even if tricked into parting with it by a third party, or in circumstances where the pet s loss would not be deemed to have been stolen i.e. abandoned deliberately Any reward to a member of your immediate family, relative, employee, any person known to you, or to a person who was caring for your pet at the time of the incident Any claim for any loss within the first 14 days of the commencement date Any claim for more than the purchase price paid of your pet for a reward. Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7 Page 19 of 46

20 Section 5 Public Liability 5.1 Cover Where property is damaged or someone is killed, injured or becomes ill as a result of an incident involving your pet and you are legally responsible we shall pay up to the benefit limit in respect of: Compensation and the claimant s costs and expenses The legal cost and expenses of defending a claim made against you under this section. 5.2 Specific Conditions You must not admit responsibility, agree to pay any claim or negotiate with any other persons following an incident You must provide us with any information relating to the claim we reasonably ask for including detail of your pet s history, including medical, behaviour references and history of ownership You agree for us to take charge of your claim and allow us to prosecute, defend or settle the same on terms we are advised are reasonable in your name for our benefit You agree to help us ascertain all the circumstances of an incident leading to a claim, provide written statements and go to court if we require it You must notify any other insurer who has an interest in your property and provide us with their full details You must immediately send us any writ, summons or legal documents of whatever nature relating to a claim made against you and you must never send any replies to such documents. 5.3 Exclusions This policy shall not apply to liability in respect of: any compensation, costs or expenses: for defending you which we have not agreed with you beforehand and confirmed in writing; if you are legally liable because of a contract you have entered into; if the claimant is a person who lives with you, is a member of your immediate family or is employed by you; which involves your employment, profession, occupation or business; Page 20 of 46 Superior & Superior Plus Policy Wording/19 th May 2014/Version 1.7

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