Sterling Pet Solutions Pet Insurance Policy Wording

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1 Sterling Pet Solutions Pet Insurance Policy Wording In return for having accepted Your premium We will provide insurance as described in this Policy Wording and Your Schedule of Insurance, in the event of Injury, Illness or loss happening to Your Pet within the Period of Insurance. The information You have supplied forms part of the contract of insurance with Us. This Policy Wording and Your Schedule of Insurance are evidence of that contract. Sterling Pet Solutions is a trading name of Sterling Client Services Limited, who are authorised by Us to issue approved Schedules of Insurance on Our behalf providing insurance in the terms below. Please read these documents carefully and keep them in a safe place. If, after reading these documents, You have any questions please contact Sterling Pet Solutions via phone on or by writing to Sterling Pet Solutions, Sterling Client Services Limited, FREEPOST PetAdmin. Your contract is for a period of 12 months from the commencement or renewal date. Further Periods of Insurance cannot be guaranteed. We and The Underwriters may decline to offer a further Period of Insurance at our discretion. When We and The Underwriters offer a further Period of Insurance We and The Underwriters will be entitled to change the premiums, Excess, conditions or to apply exclusions. When Your policy is due for renewal We will write to You before Your policy expires with full details of Your policy conditions and premium for the next policy year. If You pay Your premium by direct debit and You are happy to renew Your policy, We will do it for You automatically provided that the insurer is prepared to offer renewal terms. If however You do not want to renew Your policy, all You need to do is call Us on to let Us know. Definitions In this Policy certain words are defined and whenever they are used will have the meaning shown below: Clinical Signs Changes in Your Pet s normal healthy state, its bodily functions or behaviour. Complementary Treatment Physiotherapy, acupuncture, osteopathy, hydrotherapy, chiropractic treatments and herbal medicines that result from a valid claim under this insurance. Condition All clinical signs of Injury, Illness or disease Excess The amount you are required to pay as the first part of certain claims made under this insurance. In the event of a claim being made under more than one section of the policy document for the same incident you are only responsible for one excess Illness Sickness, disease, or change in Your Pet s normal healthy state Injury Physical damage or trauma caused immediately by an unforeseen and sudden external accident. Injury does not include physical damage or trauma that occurs or manifests over a period of time Journey A Journey is a trip or any period of time up to a maximum of 60 days spent by you with Your Pet when travelling within the European Union

2 Market Value The price generally paid for a similar pet based on its age, breed and pedigree at the time you took ownership Maximum Benefit The amount shown in the Schedule of Insurance being the most We will pay out under each section of this insurance Period of Insurance The period of insurance as described in the Schedule of Insurance and for which We have accepted the premium Prescription Diet A clinically formulated diet prescribed by Your vet as part of Your Pet s treatment for a specific illness or injury Pet Travel Scheme (PETS) A system that allows people in the United Kingdom to take their pets to certain countries and bring them back again without the need for quarantine Policy Wording The policy wording setting out your policy terms and conditions Pre-existing Medical Condition Any condition, or complication directly resulting from or relating to that condition that has been identified or investigated by a vet or that has the same diagnosis, clinical signs or symptoms as a condition known to You prior to the start of this insurance, regardless of the areas affected in or on Your Pet s body Schedule of Insurance The Schedule of Insurance, which includes any endorsement that applies to this policy wording in your name as the insured and giving the details of Your Pet The Insured, You, Your The person or persons named as the policyholder in the Schedule of Insurance The Underwriters Alpha Insurance A/S, registered office, Harbour House I, Sundkrogsgade 21, DK-2100 Copenhagen, Denmark Treatment Any examination, consultation, advice, tests, x-rays, medication, surgery, nursing and care provided by a veterinary practice or a member of a professional organisation acting under a vet s direction United Kingdom England, Scotland Wales and Northern Ireland Veterinary Fees The costs incurred for Treatment of Your Pet by a vet for any Condition, Injury and/or Illness Working Dogs Your dog will be insured provided that it is not be used for breeding, racing, guarding, personal protection or search and rescue We, Us, Our Alpha Insurance A/S and Our authorised administrators Sterling Client Services Limited Your Pet The cat or dog named in the Schedule of Insurance

3 General Conditions 1. To the best of Your knowledge and belief at the start of this insurance, and at the start of a Journey if you are covered under the Overseas Travel option, Your Pet is in good health and free from any Injury, Illness or physical disability unless this has been disclosed by You and accepted by Us. 2. It is obligatory that Your Pet has received an annual vaccination against the following Dogs: distemper, hepatitis, leptospirosis and parvovirus. Cats: feline infectious enteritis, feline leukemia and cat flu. If You do not keep Your Pet vaccinated, We will not pay any claims that result from any Illness that it should have been vaccinated against. 3. During the Period of Insurance You must take care of Your Pet which includes arranging and paying for any Treatment normally recommended by Your vet to prevent or reduce the risk of Injury or Illness. 4. You must be the owner of the pet. Your cover will cease immediately if Your Pet is sold or given away. If You make a claim and there is any other insurance covering the same event under which You are entitled to payment, We will only settle the claim if the cover provided by that policy or policies has been exhausted. If You have any legal rights against any other party in respect of Your claim, We will be entitled to take legal action against them in Your name at Our expense. You must assist Us by providing any documents that We might reasonably request. You must not act in a fraudulent manner. If You or anyone acting for You: makes a claim knowing the claim to be false or fraudulently exaggerated in any respect or make a statement in support in respect of a claim knowing the statement to be false in any respect or submits a document in support of a claim knowing the document to be forged or false in any respect or make a claim in respect of any loss or damage caused by Your willful act or with Your connivance Then We will not pay the claim will not pay any other claim which has been or will be made may at Our option declare the Schedule of Insurance void may be entitled to recover from You the amount of any claim already paid since the last renewal date will not make any return of premium may inform the police of the circumstances. 5. You agree that any vet that has treated Your Pet has Your permission to release any information that We might reasonably request concerning Your insurance. Any charge for the release of this information will be Your responsibility. 6. We may decline to offer a further Period of Insurance at Our discretion. When We offer a further Period of Insurance We will be entitled to change the premiums, Excess, conditions or to apply exclusions due to the claims history of Your Pet. 7. When You make a claim You agree to give Us all relevant information that We might reasonably request. We cannot guarantee payment of a claim over the telephone. You must send Us a completed claim form. If all or part of Your claim cannot be paid We will tell You in writing.

4 Section 1 Veterinary Fees The costs for Treatment of Your Pet by a vet, including Complementary Treatment, training and behavioural problems carried out under the direction of Your vet, up to the Maximum Benefit in your Insurance Schedule during the Period of Insurance. What You pay for in respect of each Injury or Illness Cats Under 8 years you must pay the first 50 of a veterinary fees claim for each Condition arising during the first Period of Insurance. From Your first renewal date this will increase to 85 for each Condition per Period of Insurance. Pets over 8 years at the date of treatment this increases to 95 plus 15% of the remaining cost of Treatment per Condition per Period of Insurance. Dogs Under 8 years you must pay the first 50 of a veterinary fees claim for each Condition arising during the first Period of Insurance. From Your first renewal date this will increase to 100 for each Condition per Period of insurance Pets over 8 years at the date of treatment this increases to 110 plus 15% of the remaining cost of Treatment per Condition per Period of Insurance. 1. More than the Maximum Benefit for Veterinary Fees for of all Injuries or illnesses in the Period of Insurance. 2. Costs resulting from a Pre-existing Medical Condition. 3. Costs resulting from any Illness first occurring or showing Clinical Signs within the first 14 days of the start of cover for Your Pet. 4. The cost of Treatment Your vet recommends to prevent an Illness or Condition. 5. The cost of dentistry that is not related to an Illness or Injury. 6. The cost of killing or controlling fleas, general health enhancers and unconventional or unlicensed Treatment. 7. Training, behavioural or sex hormonal problems unless directly resulting from a valid claim. 8. Obesity diets and/or Prescription Diets after the first 4 weeks of a specific Illness or Condition. 9. Costs resulting from vaccinations, spaying, castration, pregnancy or giving birth. 10. Costs resulting from routine blood and urine tests (including those carried out prior to general anesthesia or sedation). 11. Complementary Treatment that is not carried out under the direction of a vet. 12. The cost of house calls unless the vet confirms that moving Your Pet would damage its health. 13. Costs resulting from non-essential hospitalisation. 14. The cost of the emergency transportation of Your Pet to the vet s surgery, unless the vet confirms that this is necessary. 15. Extra costs of treating Your Pet outside normal surgery hours unless the vet considers an emergency consultation is necessary. 16. Costs that result from any Illness or any Condition specifically excluded on the Schedule of Insurance. 17. The cost of having Your Pet cremated, buried or otherwise disposed of. 18. The cost of a post-mortem examination. 19. The cost charged by Your vet to complete a claim form, for postage and packaging, or for other fees charged for administration. 20. The cost of purchasing or hiring equipment, including harnesses, cages, carts, sharps containers. How to make a claim You can call the claims helpline on Before Your Pet is treated check that Your vet is willing to complete the claim form and supply Us with the supporting invoices and Veterinary history. The claim form and invoices must be returned to Us promptly. Failure to notify Us promptly may result in a reduced settlement being paid. Please make sure that the form is signed by both You and Your vet. If You ask Us to pay Your vet You must settle with Your vet the part of the claim for which You are responsible. If You are unsure of the amount please call the claims helpline. If Your claim involves Complementary Treatment the claim form and invoices must be countersigned by Your vet.

5 Section 2 Emergency Boarding Kennel and Cattery Fees or Daily Minding Please note that cover only applies if the Additional Benefits section is shown as Included on Your Schedule of Insurance. The cost up to the Maximum Benefit of boarding Your Pet at a licensed premises, or for the reasonable costs of employing someone to look after Your Pet, if You, or anyone normally living with You, need to go into hospital for emergency medical treatment during the Period of Insurance. 1. More than the Maximum Benefit per Period of Insurance. 2. Any hospitalisation that is either known or foreseeable before cover for Your Pet started. 3. Any payment if an immediate family member or someone who permanently resides with You is able to look after Your Pet. 4. Any amount if You are in hospital for less than 4 consecutive days during each hospital stay. How to make a claim You will need to send Us written proof from Your doctor or the hospital of the dates and length of Your visit (We do not pay for them to provide this). You will also need to send Us receipts from the kennels or cattery showing the dates and daily cost of boarding, or written confirmation from the minder that the agreed amount has been received. Section 3 Advertising and Reward Costs Please note that cover only applies if the Additional Benefits section is shown as Included on Your Schedule of Insurance. The cost of local advertising if Your Pet is lost or stolen during the Period of Insurance. The cost of a suitable reward up to the Maximum Benefit to recover Your Pet if it is lost or stolen during the Period of Insurance. 1. More than the Maximum Benefit payable per Period of Insurance. 2. Any reward to a person living with You. 3. Any payment when Your Pet has been missing for less than 24 hours. You must make enquiries at local rescue centres and in the case of dogs report the loss to the local police within 24 hours. You will need to send Us full details of the circumstances, including a copy and a receipt for any advertisement that You have placed. If You are claiming for the recovery of a reward We will also need a receipt giving the full name and address of the person who found Your Pet. Section 4 Theft or Straying Please note that cover only applies if the Additional Benefits section is shown as Included on Your Schedule of Insurance. The purchase price of Your Pet if it is stolen or goes missing during the Period of Insurance. If You did not pay for Your Pet or cannot provide evidence of the purchase price, We will pay the Market Value instead. 1. More than the Maximum Benefit. 2. Any amount until Your Pet has been missing for 90 days. 3. Any amount if a claim has not been submitted within 180 days of Your Pet going missing You must make enquiries at local rescue centres and in the case of dogs report the loss to the local police within 24 hours. You will need to send Us full details of the circumstances including any pedigree certificate and receipt for the original purchase of Your Pet. If Your Pet is eventually found or returns You must repay the full amount that We have paid under this section of Your Policy Document.

6 Section 5 Accidental Death Please note that cover only applies if the Additional Benefits section is shown as Included on Your Schedule of Insurance. The purchase price of Your Pet if it dies or has to be put to sleep by a vet following an accident during the Period of Insurance. If You did not pay for Your Pet or cannot provide evidence of the purchase price We will pay the Market Value instead. 1. More than the Maximum Benefit. 2. Death caused by an Illness. 3. Any amount after 180 days from the date of the loss. You will need to send Us a certificate from Your vet stating the date and cause of death (We do not pay for this) or if not available, a statement from an independent witness. If Your Pet was put to sleep We will need a veterinary certificate stating that this was necessary for humane reasons to stop incurable suffering. You will also need to supply any pedigree certificate and receipt for the original purchase of Your Pet. Section 6 Death due to Illness Please note that cover only applies if the Additional Benefits section is shown as Included on Your Schedule of Insurance. The purchase price of Your Pet if it dies or has to be put to sleep by a vet as a result of an Illness during the Period of Insurance. If You did not pay for Your Pet or cannot provide evidence of the purchase price We will pay the Market Value instead. 1. More than the Maximum Benefit. 2. Death caused by an accident. 3. Any amount after 180 days from the date of the loss. 4. Death as a result of an Illness that happens within the first 14 days of the first period of insurance of Your policy. 5. Any claim for any pet aged 5 years and above at the date of death. You will need to send Us a certificate from Your vet stating the date and cause of death (We do not pay for this). If Your Pet was put to sleep We will need a veterinary certificate stating that this was necessary for humane reasons to stop incurable suffering. You will also need to supply any pedigree certificate and receipt for the original purchase of Your Pet.

7 Section 7 Holiday Cancellation Please note that cover only applies if the Additional Benefits section is shown as Included on Your Schedule of Insurance. Any travel and accommodation expenses that You cannot recover if You have to cancel or cut short Your holiday during the Period of Insurance because Your Pet has: 1. Gone missing while You are away; or 2. Is injured or shows the first Clinical Signs of any Illness while You are away or up to 7 days before You are due to leave and needs immediate lifesaving surgery. What You pay The first 75 of any claim. 1. More than the Maximum Benefit payable per Period of Insurance. 2. Any costs relating to a holiday booked within 7 days of departure. 3. Any costs relating to a Condition or Illness that is excluded. You will need to send Us confirmation of the treatment signed by Your vet. We also require cancellation invoices from Your travel agent, tour operator or other holiday sales organisation. The invoices must show the dates and total cost of Your holiday, the date You decided to cancel or return home and any expenses that You cannot recover. Section 8 Accidental Damage to Third Party Property Please note that cover only applies if the Additional Benefits section is shown as Included on Your Schedule of Insurance. The cost of repairing or replacing accidentally damaged personal property up to the Maximum Benefit as detailed in the Schedule of Insurance and caused by Your Pet while visiting someone else s property. 1. Damage to personal property owned by or in the control of You, Your family, employee or guest. 2. Damage to any personal property belonging to any person entrusted with the care, control and custody of Your Pet. 3. Any damage occurring when Your Pet is left in a home where no person aged 18 or over is present 4. Damage to any motor vehicle or its contents 5. Damage caused by Your Pet fouling, vomiting or urinating on/in any items. What You pay The first 75 of any claim. You will need to provide send Us written proof detailing the exact circumstances of the claim including photos and a description of the damaged items, the original purchase price and the cost of replacing or repairing the item(s). Optional Overseas Travel Cover Please note that cover under Sections 9-12 only applies if the Overseas Travel section is shown as Included on Your Schedule of Insurance. As a resident of the United Kingdom, you are able under the United Kingdom Government Pet Travel Scheme, known as PETS to take Your Pet temporarily to certain countries and return home without putting Your Pet into quarantine. The scheme is administered by DEFRA (the Department for Environment, Food and Rural Affairs) and you need to comply with the criteria set out by them. The cover provided under this Policy Wording is extended to include any Journey made by You with Your Pet within Europe (including Channel Islands, Isle of Man and the Republic of Ireland). The maximum Journey must not exceed 60 days.

8 Section 9 - Quarantine Costs Any quarantine kenneling and costs: 1. In getting a new Pet Passport for Your Pet should Your Pet s microchip of ISO Standard or ISO Standard fail. 2. Should Your Pet have to go into quarantine due to Illness despite Your compliance with all the requirements of the Pet Travel Scheme. 1. More than the Maximum Benefit payable per Period of Insurance. 2. Any costs if the microchip was not checked and found to be functioning properly within fourteen days prior to Your departure on the Journey. 3. Any costs arising from any Condition of which You were aware before the start of Your Journey. 4. Costs resulting from a Pre-existing Medical Condition. You will need to send Us written proof that Your Pet was micro-chipped and that it was working before the start of the Journey. We will also need copies of all relevant receipts to support expenditure. Section 10 Loss of Pet Passport The cost of a replacement Pet Passport should the original become lost, stolen or destroyed during a Journey. Any quarantine costs incurred directly through the loss of Your Pet s Passport will be included in the costs. 1. More than the Maximum Benefit per Period of Insurance. 2. Any loss, theft or destruction that occurs prior to the start of a Journey. 3. Any costs arising from travel outside the European Union. 4. Any claim unless You report the loss, theft or destruction of Your Pet s Passport to the vet who issued it within 24 hours of Your discovery of the loss. You will need to send Us written proof and all relevant receipts to support expenditure. Section 11 - Repeat Worming Treatment (dogs only) The cost of repeat worming Treatment for Your Pet required to comply with the Pet Travel Scheme as a direct result of Your departure to the United Kingdom being delayed by Your carrier. 1. More than the Maximum Benefit per Period of Insurance. 2. Any cost of obtaining the original Treatment prior to the start of a Journey. 3. Any costs if the initial Treatment was not performed in the timescale required by the Pet Travel Scheme. 4. Any costs if the Treatment was not necessary to comply with the Pet Travel Scheme. You will need to send Us written proof that the initial Treatment was carried out within the timescales required by the Pet Travel Scheme. You will need to send Us written proof and all relevant receipts to support expenditure.

9 Section 12 Emergency Expenses Abroad Reasonable additional accommodation expenses for up to 5 days or repatriation costs for You and Your Pet if: 1. Your Pet needs emergency Treatment and as a result You miss Your scheduled departure to the United Kingdom, provided such Treatment is covered under Section 1 (Veterinary Fees) of this Policy Wording. 2. Your Pet is lost or strays during a Journey. 3. Your scheduled departure to the United Kingdom is missed as a direct result of the loss of Your Pet s Passport, provided that the loss is covered under Section 8 (Loss of Pet Passport) of this Policy Wording. 4. Your re-scheduled departure to the United Kingdom is missed as a direct result of needing repeat tick and worm Treatment due to Your original departure for the United Kingdom being delayed by the Carrier. 1. More than the Maximum Benefit per Period of Insurance. 2. Any costs arising from travel outside the European Union. 3. Costs resulting from a Pre-existing Condition. 4. Any costs arising from any Condition of which You were aware before the start of Your Journey. You will need to send Us written proof and all relevant receipts to support expenditure. Optional Liability Cover Section 13 Third Party Liability (dogs only) Please note that this cover only applies if the Additional Benefits section is shown as Included on Your Schedule of Insurance. This cover applies to dogs only. For the purposes of this section the definition of You and Your is extended to include any person looking after Your dog with Your permission. If someone is injured or killed or their property is damaged as a result of an incident involving Your dog during the Period of Insurance, We will pay: 1. Compensation and costs awarded against You by a court in the United Kingdom under United Kingdom jurisdiction up to the Maximum Benefit in the aggregate and in all for all incidents occurring during the Period of Insurance. 2. With Our written agreement additional legal costs and expenses incurred in defending the claim made against You up to the Maximum Benefit in the aggregate and in all for all incidents occurring during the Period of Insurance. What You pay The first 250 of any claim for physical damage. 1. Any compensation, costs or expenses if You are insured under any other liability policy including Your household insurance, unless that cover has been exhausted. 2. More than the Maximum Benefit in the aggregate and in all for all incidents occurring during the Period of Insurance. 3. Any compensation, costs or expenses which arise only because You have entered into a contract which makes You legally liable for such compensation, costs or expenses. 4. Any compensation, costs or expenses that arise due to a deliberate act by You, a member of Your family or anyone permanently living with You. 5. Any compensation, costs or expenses in respect of property which is damaged that either belongs to, or is in the care, custody or control of You or any person who lives with You or whom You employ. 6. Any compensation, costs or expenses if the person injured or killed lives with You or is employed by You. 7. Any costs or expenses involved in defending You against a claim that We have not agreed to beforehand in writing. 8. Any compensation, costs or expenses for which You are deemed responsible under the laws of Canada or the United States of America. 9. Any compensation, costs and expenses that result from an incident if You have not followed instructions or advice given to You by previous owners, the re-homing organisation or a qualified behaviorist about the behavior of Your Pet.

10 Following an incident You must never admit responsibility or attempt to negotiate a settlement. You should immediately call the claims helpline to give Us full details. You must always send Us immediately and without answering the originals of any documents You receive including writs, summons and other legal documents. You must help Us in dealing with Your claim by giving any information that We might request. You must allow Us to take over the claim in Your name to prosecute other parties for Our benefit. General Exclusions 1. Costs resulting from any Pre Existing Medical Condition. 2. Costs resulting from any Illness occurring or showing Clinical Signs within the first 14 days of the start of cover for Your Pet. 3. Any claim, loss, damage or injury, including compensation, costs or expenses, related to or arising from dog(s) which normally reside, dwell or are kept at premises used for licensable activities pursuant to the Licensing Act 2003, including without limitation public houses, restaurants, hotels, clubs and any other licensed premises, including any private dwelling rooms and outbuildings on the licensed premises. 4. Any claim arising directly or indirectly as a result of war, hostilities (whether war be declared or not), terrorist activity, revolution, military or usurped power, civil commotion or any similar event. 5. Any liability that arises from radioactive contamination, nuclear fallout or other similar event. 6. Any incident occurring outside the United Kingdom, except as may be covered under the Optional Overseas Travel Section of this Policy Wording, if applicable. 7. Claims under any section excluded on the Schedule of Insurance. 8. Any pet under 8 weeks old. 9. We are unable to insure the following: African Wild Dog, American Pit Bull Terrier, American Rottweiler, American Staffordshire Terrier, Argentine Dogo, Canary Dog, Cane-Corso, Czechoslovakian Wolfdog, Dingo, Fila Brasileiro, Japanese Tosa Inu, Johnson American Bulldog, Perro de Presa Canario, Pit Bull Terrier, Chinese Shar-pei, Wolves or Wolf Hybrids, or a dog crossed with these breeds, or any dog registered under The Dangerous Dogs Act 1991, The Dangerous Dogs (Amendment) Act 1997 or The Dangerous Dogs (Northern Ireland) Order 1991 and any subsequent amendments. 10. Any claim associated with rabies. 11. Your Pet will not be used for breeding, racing, guarding, personal protection or search and rescue. 12. Any loss, Injury, damage, Illness, death or legal liability, directly or indirectly, caused by, happening through, in consequence of or contributed to by: Avian Influenza or any derivation or variant thereof; Arising from any fear or threat (whether actual or perceived) of such Avian Influenza; Any action taken in controlling, preventing, suppressing or in any way relating to an outbreak of Avian Influenza. If We allege that, by reason of this exclusion, any claim is not covered by this insurance the burden of proving the contrary shall be upon You. Cancellation Your Right to Cancel You are free to cancel this policy at any time by writing to Us at: FREEPOST PetAdmin. If, within 14 days of either receiving Your Schedule of Insurance, or the start of the Period of Insurance, You find that it does not meet Your requirements You may cancel Your policy by returning the documentation along with written instruction to Us. We will refund the premium paid in full provided that no claim has been submitted nor any incident likely to give rise to a claim has occurred. For cancellation occurring after the first 14 days of receiving Your Schedule of Insurance, if there has been no claim or incident likely to give rise to a claim during the current Period of Insurance, We will calculate the appropriate premium for the period You have been insured and refund any balance due. If a claim has been submitted or there has been any incident likely to give rise to a claim during the current Period of Insurance a premium refund may not be given or if you are paying Your premium by monthly instalments you may be required to continue with these until the premium is paid in full. We reserve the right to cancel this policy immediately in the event of non-payment of the premium or default by You under a monthly instalment plan. We may also cancel the policy by sending 7 days notice by recorded delivery to You at Your last known address.

11 Claims Procedure If You are claiming for veterinary fees please follow the guidance in Section 1 Veterinary Fees of this Policy Document. You can call the claims helpline on In circumstances involving a possible claim under any other section of this insurance You should write to FREEPOST PetAdmin or call the claims helpline on Our Service Commitment to You Our aim is to ensure that all aspects of Your insurance are dealt with promptly, efficiently and fairly. At all times We are committed to providing You with the highest standard of service. If You have any questions about Your policy or the handling of a claim, or You wish to make a complaint, You should, in the first instance contact Us in writing to FREEPOST PetAdmin. Alternatively telephone Us on In the event that You remain dissatisfied with Our handling of and response to Your complaint You may be referred to the UK Financial Ombudsman Service or the Danish Insurance Complaints Board (Ankenævnet for Forsikring), depending on the nature of the complaint and whether it should be properly directed against Alpha Insurance A/S, Sterling Client Services Limited or another party. Further details will be provided at the appropriate stage of the complaint process. In order for the Danish Insurance Complaints Board to deal with any complaint You will need to agree to their applying the rules of Danish law and practice in the adjudication process. Referral of a complaint to the Financial Ombudsman Service or the Danish equivalent does not affect Your right to take legal action. Details about our regulator Alpha Insurance A/S are authorised and regulated by the Danish Financial Services Authority to conduct insurance business within the EEA. Danish FSA reg no Compensation Alpha Insurance A/S are covered under the Financial Services Compensation Scheme (FSCS). Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 100% of the first 2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme website at Law Applicable to Contract Unless otherwise agreed this contract is subject to English law under the jurisdiction of the courts of England and Wales.

12 This document can be made available in other formats on request. Sterling Pet Solutions is a trading style of Sterling Client Services Ltd, underwritten by Alpha Insurance A/S, registered office, Harbour House I, Sundkrogsgade 21, DK-2100 Copenhagen, Denmark, registered in Denmark no. CVR: Sterling Client Services Ltd are authorised and regulated by the Financial Conduct Authority. Alpha Insurance A/S are authorised and regulated by the Danish Financial Services Authority to conduct insurance business within the EEA 13. ( )

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