Policy Booklet. Inside you ll find full details of your Pet Insurance

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1 Policy Booklet Inside you ll find full details of your Pet Insurance

2 Welcome to your Tesco Pet Insurance policy Thank you for choosing to insure your pet with Tesco Pet Insurance which is arranged, administered and underwritten by Royal & Sun Alliance Insurance plc. Our aim is to provide you with peace of mind when it comes to looking after your pet and to make your pet insurance cover clear and easy to understand. This is your pet insurance policy booklet which gives you full details of your cover you should read it along with your policy schedule. Please keep all your documents in a safe place. Remember, if you ever have any questions, please call us on one of the relevant numbers below. After all, we re here to help. Handy phone numbers Claim Line Lines are open between 8am and 8pm Monday to Friday and 9am to 5pm on Saturdays. Welcome to your Tesco Pet Insurance Policy / Handy phone numbers Customer Helpline vetfone Pet Bereavement Counselling Legal Advice Lines are open between 8am and 8pm Monday to Friday, 9am to 5pm on Saturdays and 10am to 5pm on Sundays Lines are open 24 hours a day, seven days a week Lines are open 24 hours a day, seven days a week Lines are open 24 hours a day, seven days a week Scheme code If you have problems with your hearing or speech, contact us by Minicom

3 Optional Extensions You have the option to add additional cover to your policy. This can only be done when you purchase the policy or at the anniversary date. If you are thinking of taking your pet abroad, you can find information on the UK Government s Pet Travel Scheme (PETS) by visiting the DEFRA website Important information This policy is a legal contract between you and us. Provided you comply with all the terms and conditions set out in this policy, we agree to provide you with one month of cover for each monthly payment we receive from the start date of your insurance. As long as you continue to pay the monthly premium, this policy will renew each month unless you tell us otherwise. Each year we will write to you before the anniversary of this policy to let you know about any changes to your premium or policy terms. This policy booklet and the policy schedule are evidence of the contract between you (the policyholder) and us (Royal & Sun Alliance Insurance plc). You must tell us if the information you gave us is not correct or if it changes. If you falsely represent or fail to fully and accurately disclose the answers to the requested information, or fail to tell us about changes, the wrong terms may be quoted, a claim may be rejected or a payment could be reduced. In some circumstances your policy may be declared void and you will not be entitled to any benefits or help and may not be entitled to a refund of premium. During any period of insurance we will insure the pet or pets named on the policy schedule for those sections listed on your policy schedule, under the terms set out in this policy. Any special excesses, limits or endorsements shown in the policy schedule or in a separate document also form part of the contract. You must read this policy booklet, policy summary, policy schedule and any endorsement as one document. Any word or expression that is defined as having a particular meaning will have the same meaning wherever it appears in these documents. These words are defined on pages 6 and 7. Optional extensions / Important information

4 Law and language Under the laws of the United Kingdom (England, Scotland, Wales and Northern Ireland) both you and we may choose the law which applies to this contract, to the extent permitted by those laws. Unless you and we agree otherwise, we have agreed with you that the law which applies to this contract is the law which applies to the part of the United Kingdom in which you live, or, if you live in the Channel Islands or the Isle of Man, the law of whichever of those places in which you live. We and you have agreed that any legal proceedings between you and us in connection with this contract will only take place in the courts of the part of the United Kingdom in which you live, or, if you live in either the Channel Islands or the Isle of Man, the courts of whichever of those places in which you live. The terms and conditions of this policy will only be available in English and all communication relating to this policy will be in English. Tesco Pet Insurance is arranged, administered and underwritten by Royal & Sun Alliance Insurance plc (No ). Registered in England and Wales at St. Mark s Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Law and language

5 Contents Page Your right to cancel 1 How to complain 1 Automatically continuing with your policy 3 Your information 3 Definitions 6 General conditions 8 General exclusions 12 Cover limits quick summary table 14 Veterinary fees 16 Optional extension Additional benefits cover: Accidental death of the insured animal 20 Theft or straying (going missing) 21 Hospitalisation of owner (if you go into hospital) 23 Holiday cancellation or curtailment (cancelling or cutting short your holiday) 24 Third party liability (dogs only) 25 Optional extension Pet travel: Quarantine costs 27 Loss of your pet s passport 28 Repeat tick and worming treatment 28 Emergency expenses abroad 29 What to do if you need to make a claim or have a question about your policy 30 What to do if you need other advice 31 Contents

6 Your right to cancel If this cover does not meet your needs, please return all your documents within 14 days of receiving them. We will return any premium you have paid as long as you have not made any claims on the policy during that time. If you choose to cancel, please return your documents to: Customer Services Department Tesco Pet Insurance PO Box Birmingham B2 2RB Tel: If you wish to cancel your policy at any other time please see General Condition 18 on page 9. You should review and update your cover periodically to ensure it meets your needs. Your right to cancel / How to complain 1 How to complain Our service to you a guide to our complaints procedure If you have cause for complaint, it is important you know we are committed to providing you with an exceptional level of service and customer care. We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. When this happens, we want to hear about it so that we can try to put things right. Step One To help you resolve your concerns quickly it is important that you speak to the right person. If therefore, your complaint relates to your policy then please contact our Customer Services Team at: Customer Services Department Tesco Pet Insurance PO BOX Birmingham B2 2RB Tel: If your complaint relates to a claim then please contact our Claims Team at: Claims Department Tesco Pet Insurance PO BOX Birmingham B2 2RB Tel:

7 Step Two If we are unable to resolve your complaint by the close of the next business day your complaint will be referred to our Customer Relations Team who will carry out a separate investigation and full review. The Customer Relations Team will send you a final response letter. Tesco Pet Insurance Customer Relations Department P O Box 2075 Livingstone EH54 0EP crt.halifax@uk.rsagroup.com Step Three If you are still not satisfied after you receive a final response letter, or more than 8 weeks have passed since we first received your complaint, you can refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products and other financial services. The Ombudsman can be contacted at: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Telephone: free for people phoning from a fixed line (for example, a landline at home) free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02) complaint.info@financial-ombudsman.org.uk Website: You must approach the Financial Ombudsman Service within 6 months of our final response to your complaint. We will remind you of the time limits in our final response. Your rights as a customer to take legal action remains unaffected by the existence or use of any complaint procedures referred to above. However, the Financial Ombudsman Service will not adjudicate on any cases where litigation has commenced. How to complain 2

8 Automatically continuing with your policy This is a monthly contract subject to annual limits on certain types of claims. This policy will automatically renew each month and we will continue to take payments unless you tell us to stop. Each year we will write to you before the anniversary of your policy to let you know about any changes to your premium or policy terms. Your information Who we are Tesco Personal Finance plc (trading as Tesco Bank) acts as an intermediary for this policy. The policy is arranged, administered and underwritten by Royal & Sun Alliance Insurance plc (RSA). You are giving your information to Tesco Bank, which is part of the Tesco Group and RSA, which is a member of the RSA Group of companies. In this information statement we, us and our refers to RSA, the RSA Group of companies, Tesco Bank and the Tesco Group unless otherwise stated How your information will be used and who we share it with Your information comprises of all the details we hold about you and your transactions and includes information obtained from third parties. Automatically continuing with your policy / Your information If you contact us electronically, we may collect your electronic information identifier e.g. Internet Protocol (IP) address or telephone number supplied by your service provider. We may use and share your information with other members of the RSA Group of companies and the Tesco Group to help us and them: assess financial and insurance risks; recover debt; prevent and detect crime; develop our services, systems and relationships with you; understand our customers requirements; develop and test products and services. We do not disclose your information to anyone outside the RSA Group of companies and the Tesco Group except: where we have your permission; or where we are required or permitted to do so by law; or 3

9 to credit reference and fraud prevention agencies and other companies that provide a service to us, our partners or you; or where we may transfer rights and obligations under this agreement; or where Tesco Bank invites you to renew your pet insurance with another insurer. We may transfer your information to other countries on the basis that anyone we pass it to, provides an adequate level of protection. In such cases, the RSA Group of companies and the Tesco Group will ensure it is kept securely and used only for the purpose for which you provided it. Details of the companies and countries involved can be provided on request. Tesco Personal Finance would like to keep you informed by telephone, post, text or of selected products and services from them and their carefully chosen suppliers. RSA would like to keep you informed by telephone, post, text or of Tesco Pet Insurance products and services. If you would prefer not to receive this information from us, and have not previously advised us of this, please let us know when you contact us. From time to time we may change the way we use your information. Where we believe you may not reasonably expect such a change we shall write to you. If you do not object, you will consent to that change. We will not keep your information for longer than is necessary. For your protection, calls to our service centres may be recorded and monitored. Credit Reference Agencies To determine premium payment rates at quote, anniversary and/or any future invitations, we may make checks on the electoral roll and public data through a credit reference agency. Any enquiries will be recorded but will not affect your credit rating. Your information 4

10 Fraud prevention agencies If false or inaccurate information is provided and fraud is identified or suspected, details may be passed to fraud prevention agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example when: checking details on applications for credit and credit related or other facilities; recovering debt; checking details on proposals and claims for all types of insurance; checking details of job applicants and employees. Please contact the Data Protection Liaison Officer at the address below if you want to receive details of the relevant fraud prevention agencies. We and other organisations may access and use from other countries the information recorded by fraud prevention agencies. How to contact us On payment of a small fee, you are entitled to receive a copy of the information RSA hold about you. If you have any questions, or you would like to find out more about this notice you can write to: Your information / How to contact us Data Protection Liaison Officer Customer Relations Office RSA Bowling Mill Dean Clough Industrial Estate Halifax HX3 5WA On payment of a small fee, you are entitled to receive a copy of the information Tesco Personal Finance (trading as Tesco Bank) hold about you. If you have any questions, or you would like to find out more about this notice you can write to: The Data Protection Officer Risk Team Tesco Personal Finance plc Interpoint Building 22 Haymarket Yards Edinburgh EH12 5BH 5

11 Definitions Certain words or expressions used in your policy have a particular meaning wherever they appear. We explain these below and they are printed in bold type from now on whenever they appear in the policy. We, us, our You, your Your family Carrier Condition Pre-existing condition Complementary therapy Hydrotherapy Injury Journey Period of insurance Pet Pet passport Pet Travel Scheme (PETS) Policy period Treatment United Kingdom (UK) Royal & Sun Alliance Insurance plc. The person named on the schedule who is responsible for the pet. Your husband, wife, partner, children, parents or other relatives who normally live with you. A transport company approved by the Government to carry animals under the Pet Travel Scheme. Any injury, illness or disease, or any changes you or your vet notice in your pet s health or behaviour. Any condition or signs of injury, illness or disease, which happened or existed before the start date shown on your policy schedule. Physiotherapy, osteopathy, hydrotherapy or chiropractic care carried out by or on the recommendation of a vet. Swimming and water treadmill sessions. Damage to your pet s body. A holiday or trip to a qualifying country included in the Pet Travel Scheme (PETS) that starts and ends in the United Kingdom during a period of insurance. A calendar month for which you have paid us the agreed premium. The cat or dog named in the policy schedule. The official UK Pet Travel Scheme documents provided by a vet who has the Government s authority to do so. The Government scheme that allows you to take your pet to certain countries and to come back to the United Kingdom without putting your pet into quarantine. A period of 12 calendar months in a row beginning on the start date of the insurance shown on your policy schedule. Each 12-month policy period beginning on the anniversary of the start date of the insurance shown on your policy schedule. Any examination, consultation, tests, x-rays, surgery, prescribed drugs or medication, nursing or care which is needed and provided by a vet or an employee of a vet practice under a vet s supervision during a period of insurance. Treatment applies in the UK or if you have paid the extra premium for the Pet Travel Cover Optional Extension countries covered by the Pet Travel Scheme whilst you are on a journey. England, Scotland, Wales, Northern Ireland, the Isle of Man and the Channel Islands. Definitions 6

12 Vet Veterinary fees Routine Vaccinations A qualified veterinary surgeon currently registered to practise in the country in which treatment is received. Fees charged by a vet to provide treatment of a condition. Veterinary fees will only be paid in the UK unless you have paid the extra premium for the Pet Travel Cover Optional Extension. If you have, veterinary fees will also be paid in any country covered by the Pet Travel Scheme whilst you are on a journey. Dogs: distemper, hepatitis, leptospirosis and parvovirus. Cats: feline infectious enteritis, feline leukaemia and cat flu. Definitions 7

13 General conditions The following conditions apply to the whole policy. These are the conditions of the insurance you will need to meet as your part of this contract. If you do not we may cancel your insurance, a claim may be rejected or payment could be reduced. In some circumstances your policy may be invalid. You should also read the Claims Conditions under each section of the policy. 1 Your pet must not be less than eight weeks old, or older than the age set out in the policy schedule, on the start date of the insurance. 2 Your pet must be in good health on the start date of the insurance and, if covered to go on a journey (Pet Travel Cover), be in good health and fit to travel at the start of your journey. 3 You and your pet must live at the address shown on your policy schedule. If travelling on a journey, your pet must not have been outside the qualifying countries included in the Pet Travel Scheme in the six months immediately before the start of your journey. 4 Your pet must not fall under the restrictions of the Dangerous Dogs Act 1991, the Dangerous Dogs (Northern Ireland) Order 1991, or any changes to those laws. 5 You must take proper care of your pet at all times and pay to have any treatment normally recommended by a vet to prevent illness or injury. 6 Wherever possible you must contact us before you pay or agree to pay any costs for which you may want to claim. 7 If your vet and our vet disagree, an independent vet, agreed by both sides, will act as an arbitrator. Their decision will be final. 8 If you or anyone acting on your behalf makes a false, fraudulent or exaggerated claim or any claim involving dishonesty, we will reject it and cancel this policy. 9 If you fail to keep the conditions of this insurance, all cover may be invalid from the start date of the insurance. 10 We may take over and deal with, in your name, any claim made under this policy. 11 We will only refund your premium if you let us know that you do not need cover within 14 days of receiving the policy and you have not made any claims. 12 You may add or delete a pet from your policy at any time, subject to our agreement, and we may change your monthly premium when the next payment is due. General conditions 8

14 13 We may change any details about your policy and premium on each anniversary date of the start of your insurance policy. We will only change your premium and/or the terms or conditions of your policy for the following reasons: to make minor changes to your policy wording that do not affect the nature of the cover and benefits, provided such changes make the policy easier to understand; to reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting us or your policy; to reflect changes to taxation applicable to your policy (including but not limited to insurance premium tax); to reflect increases or reductions in the cost (or projected cost) of providing your cover, including but not limited to cost increases or reductions caused by changes to the number, length, cost or timing of claims which we as part of our pricing policy have assumed or projected will be made under Tesco Pet Insurance; to make changes to the cover and benefits provided under your policy including but not limited to changing the policy excesses or the removal or addition of one or more policy exclusions; to reflect changes listed under General condition 19 Changes in the information we have about you and your pet; to cover the cost of changes to the systems, services or technology in support of your pet insurance. Upon receiving notice of any changes or proposed changes to your policy, you may cancel cover in accordance with General Condition 17 if you are unhappy with the change or proposed change. 14 We may release information about your pet insurance policy to any vet who has either treated your pet or is about to treat your pet. 15 We will not make any payment for any claim that results from an incident covered by other insurance, except as set out under Third party liability. 16 It is your responsibility to find out what has been presented on a claim whether by a vet or anyone else. 17 You may cancel this policy at any time by contacting us on When you contact us, you will be advised of any refund due or additional payment to be made. General conditions 18 When we may cancel the policy We can cancel this policy by giving you at least 14 days notice at your last known address. We will do so for the reasons outlined overleaf, but not before, where possible, making contact with you to seek an opportunity to agree a solution with you. 9

15 failure to provide us with information we have requested that is directly relevant to the cover provided under this policy or any claim; the use or threat of violence or aggressive behaviour against our staff, contractors or property; the use of foul or abusive language; nuisance or disruptive behaviour. You will be entitled to a refund of a proportion of any unexpired premium, providing no claims had been made for the current period of insurance. In addition: If you or anyone acting on your behalf makes a false, fraudulent or exaggerated claim or any claim involving dishonesty, we will reject it and cancel this policy. We will also cancel your cover if you do not pay your premium. 19 Changes in the information we have about you and your pet We need you to tell us if any of the information on your schedule is incorrect or changes. If inaccurate or out of date information is provided it may affect the premium you pay and the claims we pay. Your claim payment may be reduced or payment may not be made, your policy may be cancelled and you may not receive a refund of premium. Please tell us as soon as you know about any of the following changes: About you and your pet You are going to move home; You are no longer the owner and keeper of the pet; Your pet stops living with you. Both dogs and cats Your pet is to be used for business, commercial breeding or for monetary gain; Dogs only Your dog has been the cause of any accident or legal action; Your dog has had a complaint made about its behaviour; Your dog is going to be used for any form of racing or as a gun dog; Your dog has been trained to attack or will be used as a guard dog or for security purposes. We may re-assess your cover and premiums when we are told about changes in your circumstances. 20 If we offer and you accept a change in your veterinary fees limit, any change will apply from the anniversary date of the start date of your insurance policy. We will not pay more than the maximum limit or limits that applied to the month during which the condition first started that will be shown on your policy schedule. General conditions 10

16 If you have the Pet Travel Cover Optional Extension, it includes Quarantine costs, Loss of your pet s passport, Repeat tick and worming treatment, Emergency expenses abroad and Veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey, the following conditions will also apply. 21 Your pet must not work on a journey (other than as a registered guide dog or hearing dog) unless we have agreed to this in writing. 22 If travelling on a journey with your pet, you must meet all the conditions of the Pet Travel Scheme. This includes, but is not limited to, having a current pet passport for your pet and any other documents needed under the Pet Travel Scheme. 23 You must not make more than three journeys of up to 30 days each in a policy period, unless we agree to this in writing. 24 Financial Sanctions We will not provide any cover or be liable to provide any indemnity, payment or other benefit under this policy where doing so would breach any prohibition or restriction imposed by law or regulation. If any such prohibition or restriction takes effect during the period of insurance we may cancel this policy immediately by giving you written notice at your last known address. If we cancel the policy we will refund premiums already paid for the remainder of the current period of insurance, provided no claims have been paid or are outstanding. General conditions 11

17 General exclusions The following exclusions apply to the whole policy. You should also read the exclusions under each section of the policy. We will not pay for the following. 1 Any claims under any section of the policy if you have not paid the premium. 2 Any claim for or in connection with any illness or disease arising during the first 14 days of your pet being covered. 3 Any claim that is in any way connected to a pre-existing condition. 4 Any claim as a result of a condition that a routine vaccination is available for, unless treatment is needed because the routine vaccination has not worked. 5 Any claim that is in any way linked to vicious tendencies or behavioural problems your pet showed signs of before cover started. 6 Any indirect loss, unless specifically covered by the policy, including but not limited to the cost of transporting your pet to a vet, loss of earnings due to time off work or the cost of pet mobility aids. 7 Any claim as a result of a malicious act, deliberate injury or negligence by you or any of your family. 8 Any claim where your pet has been used for commercial, guard or security purposes, working purposes or for racing (unless we have agreed their working status). 9 Any claim as a result of your pet worrying livestock. 10 Any loss where United Kingdom animal health or import laws have been broken by you or any of your family. 11 Any claim where your pet is destroyed under a court order or is destroyed or injured by someone acting with the legal power to do so. 12 Any claim as a result of radioactive contamination, terrorism, war, hostilities or riot. 13 Any claim as a result of the official actions of customs, any government or the authorities of any country unless we do specifically provide cover. 14 Any claim under the Pet Travel Cover for travel to countries not covered by the Pet Travel Scheme. 15 More than the maximum amounts shown in each section (including VAT if this is due). General exclusions 12

18 16 Any claim as a result of a disease such as (but not limited to) rabies, that is a notifiable disease. 17 Criminal proceeding or fines. 18 Any claim caused by or in any way related to a condition that is excluded either on your policy schedule or in a separate endorsement letter. If you have the Pet Travel Cover Optional Extension, it includes Quarantine costs, Loss of your pet s passport, Repeat tick and worming treatment, Emergency expenses abroad and Veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey, the following exclusions will also apply. We will not pay for the following. 19 Any claim as a result of you failing to meet any of the conditions of the Pet Travel Scheme (this applies to conditions set by the UK Government, a carrier or other countries involved in the scheme). 20 Any costs that the carrier may charge to carry out checks. 21 Your costs in meeting the conditions of the Pet Travel Scheme unless we specifically cover them in this policy. 22 Any loss as a result of exchanging currency. General exclusions 13

19 Cover limits quick summary table Cover For standard cover we will pay: For extra cover we will pay: Veterinary fees Cover for each condition if you have paid the extra premium for the Pet Travel Cover Optional Extension, veterinary fees cover extends to include countries covered by the Pet Travel Scheme whilst you are on a journey. Optional extension Additional benefits Accidental death of the insured animal Theft or Straying (Going Missing) Part one Advertising, reward and repatriation (returning your pet) Part two Loss due to theft or straying (going missing) Hospitalisation of owner (if you go into hospital) Holiday cancellation or curtailment (cancelling or cutting short your holiday) Up to the limit shown on your policy schedule including up to 500 complementary therapy and 150 for saying goodbye to your pet (if you buy Pet travel cover this amount increases to 200 whilst you are on a journey). You will not be able to claim on your policy for the same condition once the maximum limit is reached or after 12 months has passed from the first date of treatment for the condition, whichever happens first. The purchase price as shown in your policy schedule. Up to 1,000 (including up to 200 for a reward). The purchase price as shown in your policy schedule (up to 1,500) if not found within 45 days. Up to the limit shown on your policy schedule (no time limit) including up to 1,000 complementary therapy and 150 for saying goodbye to your pet (if you buy Pet travel cover this amount increases to 200 whilst you are on a journey). The condition will not be covered once the maximum limit is reached. There is no time limit on how long the claim can last. The purchase price as shown in your policy schedule. Up to 1,000 (including up to 200 for a reward). The purchase price as shown in your policy schedule (up to 1,500) if not found within 45 days. Up to 1,000. Up to 1,000. Up to 5,000. Up to 5,000. Third party liability (dogs only) Up to 2,000,000. Up to 2,000,000. Cover limits quick summary table 14

20 Cover For standard cover we will pay: For extra cover we will pay: Optional extension Pet travel including veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey. Quarantine costs Up to 1,500. Up to 1,500. Loss of pet s passport Up to 250. Up to 250. Repeat tick and worming treatment We will pay reasonable fees charged by a vet if your carrier delays your departure to the United Kingdom and you have to get repeat tick and worming treatment for your pet. We will pay reasonable fees charged by a vet if your carrier delays your departure to the United Kingdom and you have to get repeat tick and worming treatment for your pet. Emergency expenses abroad Up to 300. Up to 300. Cover limits quick summary table 15

21 Veterinary fees cover Your policy will provide cover under those sections shown on your policy schedule, unless your schedule states Not included. If you have paid the extra premium for the Pet Travel Cover Optional Extension, veterinary fees cover extends to include countries covered by the Pet Travel Scheme whilst you are on a journey. We will pay any veterinary fees that you have to pay for treatment or complementary therapy for your pet for a condition that first started during a period of insurance. We will only pay for treatment or complementary therapy whilst you continue to pay the monthly premium and this policy is in force. The following will apply. 1 Standard cover we will pay up to the limit shown on your policy schedule per condition including up to 500 complementary therapy. Under the standard cover, we will only cover each condition for the 12 months immediately following the first date of treatment. Once your veterinary fees limit is used up or we have paid for 12 months of treatment, we cannot help you anymore with that condition. We will help you with new conditions your pet has. The veterinary fees limit can be used again for new conditions. 2 Extra cover we will pay up to the limit shown on your policy schedule per condition including up to 1000 complementary therapy. Under the extra cover, there is no time limit on claiming. Once your veterinary fees limit is used up we cannot help you anymore with that condition. We will help you with new conditions your pet has. The veterinary fees limit can be used again for new conditions. 3 We will not pay more than the maximum limit or limits that applied to the month during which the condition first started. 4 If your pet suffers from a number of illnesses or injuries, or changes in its health or behaviour we will ask the treating vet if these health issues are connected. If the vet confirms that they are, they will be considered as one and the amount of help we can give you will be up to the veterinary fees limit, described in 1, 2 and 3 above, for all the connected health issues. If the vet confirms that they are not connected health issues the amount we can help you with will be up to the veterinary fees limit, described in 1, 2 and 3 above, for each illness, injury, or change in its health or behaviour. 5 You must pay the excess shown on your policy schedule for each claim you make for each different condition. 6 Saying goodbye if a vet decides your pet should be put to sleep, we will pay up to 150 towards the cost of putting your pet to sleep and cremation or burial of your pet. If you have paid the extra premium for Pet Travel Cover this amount increases to 200 if a vet puts your pet to sleep whilst you are on a journey. You do not have to pay an excess for Saying goodbye. Veterinary fees cover 16

22 Exclusions We will not pay for the following. 1 We will not cover any: preventative or non-essential treatment, tests or diagnostic procedures; prescribed non-specific health improvers; routine examinations or tests; bathing; or de-matting. 2 The cost of any treatment: If you or your vet notice changes in your pet s health or behaviour before this policy cover starts, we will not pay claims for these changes or any illness or injury that develop from these changes. 3 The cost of any treatment: If you or your vet notice changes in your pet s health or behaviour within the first 14 days of your cover start date, we will not pay claims for these changes or any illness that develops from these changes. 4 We will not pay for any treatment or complementary therapy your pet receives during a period of insurance if we have not received the agreed premium for that period of insurance. 5 We will not cover any treatment costs that as a pet owner you would expect to have to pay anyway, such as (but not limited to) vaccinations, flea treatment, wormers, nail clipping, spaying and castration. 6 We will not cover any treatment that is in any way connected with your pet being pregnant, giving birth or rearing puppies or kittens. 7 We will not cover house calls or out-of-hours calls or for your pet to stay at the vet s surgery, unless the vet can confirm in writing that it was absolutely essential and that not taking that action would have seriously worsened your pet s condition. Veterinary fees cover 9 We will not pay the cost of any treatment to, or related to, teeth or gums unless: it is accidental external damage; an underlying illness or disease has been proved to have been the direct cause of the tooth or gum problem; or it is to remove first teeth after your pet is more than six months of age and as long as your pet was covered by this policy before it was 16 weeks of age. 10 We will not cover any condition or treatment arising as a result of tooth or gum disease. 17

23 11 We will not cover the cost of routine or investigative tests unless these are to diagnose a condition. 12 We will not cover the cost of food (even when prescribed by a vet). 13 We will not cover any form of housing (such as a cage or basket) or bedding, whether you have bought or hired it. 14 We will not cover treatment for behavioural problems, training or therapy or for any conditions arising as a result of behavioural problems. 15 We will not cover any treatment for a condition if: you have not told us about the condition within three months of your pet s first treatment for the condition; or a claim has not been sent to us within 12 months of your pet s first treatment for the condition. 16 We will not cover the cost of treatment you choose for your pet that is not as a result of an injury or illness. 17 We will not cover the cost of a post-mortem. 18 We cannot bring your pet home if it should die while you are on a journey. Veterinary fees cover 18

24 When you want to make a claim 1 Please make sure that you and your vet sign any claim form and that you tell us if you want us to make payment to you or straight to your vet. To get a claim form, please phone us on or visit co.uk to download a claim form. Please make sure you add the policy number that is printed on your policy schedule. 2 You must keep all invoices and receipts that your vet gives you in connection with your claim and send these to us with your claim form. 3 We may need another vet s opinion before being able to pay a claim. 4 We may ask your vet, to provide an opinion on whether conditions are connected, and the date changes in your pet s health or behaviour started. 5 We do not cover the cost of obtaining any receipts, proof of purchase, reports or other documentation required as part of any claim. 6 We will need you to agree that your current or previous vet may release information or records regarding the medical history, including test results for any pet insured with us. 7 If your pet is referred to a specialist, we will need copies of any reports the specialist completes. 8 If there is any amount other than the excess that we cannot pay because the costs are not covered by your policy, we will tell you. 9 You must settle with your vet, any amount not covered by the policy. 10 If you are claiming for having your pet put to sleep, we will need a vet to provide a certificate stating the date and cause of the death of your pet and we will need a receipt for any cremation or burial costs. If you have paid the extra premium for the Pet Travel Cover Optional Extension, it includes Quarantine costs, Loss of your pet s passport, Repeat tick and worming treatment, Emergency expenses abroad and Veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey, the following conditions will also apply. Veterinary fees cover 11 You must keep all relevant receipts and pass them on to us to support your claim. 12 We may ask you to provide evidence that your pet was in good health and fit to travel at the start of the journey. 19

25 Accidental death of the insured animal This is part of the Optional extension Additional benefits. Your policy schedule will show if you have this cover, if you do not your schedule will show `Not included. We will pay you the price you paid for your pet, shown on your policy schedule, if it dies during a period of insurance following an accidental injury to the outside of its body. Exclusions We will not pay for the following. 1 If your pet has to be put to sleep following an accidental injury, unless your vet provides written confirmation that it was essential to prevent the animal from suffering. 2 More than you paid for your pet. When you want to make a claim 1 We will ask you for your purchase or donation receipt. If you do not have this, we will pay an amount up to the amount shown on your policy schedule that would let you to buy a similar pet, of the same breed, sex and age of your pet, at the time you became its owner. 2 You must give us written confirmation from a vet, or if the pet has died at the scene of the accident, a statement from an independent witness that your pet has died as a result of an external accidental injury. Accidental death of the insured animal 20

26 Theft or straying (going missing) This is part of the Optional extension Additional benefits. Your policy schedule will show if you have this cover, if you do not your schedule will show `Not included. Part one Advertising, reward and repatriation (returning your pet) We will pay up to 1,000 in any policy period towards the cost of local advertising to help get your pet back if it is stolen or goes missing during a period of insurance. This includes the cost of getting your pet back to your home address and a reward of up to 200. Exclusions 1 We will not pay any reward that is claimed by any member of your family or anyone living with you. If you have paid the extra premium for the Pet Travel Cover Optional Extension, it includes Quarantine costs, Loss of your pet s passport, Repeat tick and worming treatment, Emergency expenses abroad and Veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey, the following exclusion will also apply. 2 We will not pay any reward claimed by anyone travelling with, or on a journey with you. When you want to make a claim 1 If your pet is a dog, you must report the loss to the local authority and welfare centres. (In Scotland, you must report this to the police.) We will also need to see evidence that you have done this. If your pet is a cat, you should report the loss to your vet and we may ask for confirmation that you have done so. Theft or straying (going missing) 21 2 If you are claiming for paying a reward, we will need: documents as evidence that you advertised the reward for finding your pet; and written confirmation with full contact details from the person you paid the reward to. Or, if you prefer, we can pay the reward directly to them. 3 We will need to see receipts and examples of advertising for any expenses you want to claim. If you have paid the extra premium for the Pet Travel Cover Optional Extension, it includes Quarantine costs, Loss of your pet s passport, Repeat tick and worming treatment, Emergency expenses abroad and Veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey, the following condition will also apply. 4 If you lose your pet on a journey, you must report the loss to any relevant governing body or organisation in the country where your pet goes missing. If you make a claim, we will need to see written evidence that you have done this.

27 Part two Loss due to theft or straying (going missing) We will pay you the price you paid for your pet as shown in the policy schedule if your pet is stolen or goes missing during the period of insurance and is not found within 45 days (up to a maximum of 1,500). Exclusions We will not: 1 pay more than you paid for your pet; or 2 make any payment until more than 45 days after your pet first went missing. When you want to make a claim 1 If your pet is a dog, you must report the loss to the local authority and welfare centres (in Scotland you must report this to the police) within two days of your dog going missing. We will need to see evidence that you have done this. If your pet is a cat, you should report the loss to your vet and local rescue centres within 10 days of your cat going missing. We may ask for confirmation that you have done this. 2 We will ask you for your purchase or donation receipt. If you do not have this, we will pay an amount up to the amount shown on your policy schedule that would let you to buy a similar pet, of the same breed, sex and age of your pet, at the time you became its owner. 3 If, after claiming, your pet is found or returns, you must notify us and repay the full amount we have paid out under this section. If you have paid the extra premium for the Pet Travel Cover Optional Extension, it includes Quarantine costs, Loss of your pet s passport, Repeat tick and worming treatment, Emergency expenses abroad and Veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey, the following condition will also apply. 4 If you lose your pet on a journey, you must report the loss to any relevant governing body or organisation in the country where your pet goes missing. If you make a claim, we will need to see written evidence that you have done this. Theft or straying (going missing) 22

28 Hospitalisation of owner (if you go into hospital) This is part of the Optional extension Additional benefits. Your policy schedule will show if you have this cover, if you do not your schedule will show `Not included. We will pay up to 1,000 in any policy period, towards costs you have to pay to have your pet looked after by a licensed kennel, cattery or pet-minding service if you have to go into hospital for emergency medical treatment for more than four days in a row during a period of insurance. Exclusions We will not pay for the following. 1 Costs if you knew before the start date of the insurance that you were likely to need to go into hospital. 2 Costs as a result of any hospital stay that is not on the advice of a doctor, specialist or consultant. 3 Costs as a result of nursing home care or from convalescence care that you do not receive in a hospital. 4 Costs if you go into hospital as a result of: your pregnancy, giving, birth, alcoholism, drug abuse, drug addiction, attempted suicide, self-inflicted injuries or any treatment that you choose to have that is not directly related to emergency medical treatment. Hospitalisation of owner (if you go into hospital) 23 If you have paid the extra premium for the Pet Travel Cover Optional Extension, it includes Quarantine costs, Loss of your pet s passport, Repeat tick and worming treatment, Emergency expenses abroad and Veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey, the following exclusion will also apply. 5 Any costs if you knew you were likely to need to go into hospital before starting the journey. When you want to make a claim 1 You must keep all receipts from the boarding kennel, cattery or person responsible for looking after your pet, showing dates and expenses, and send these to us with your claim form. 2 You must get confirmation from your doctor or the hospital treating you of the dates of your hospital stay and the condition that has led to this. 3 While on a journey, you must make sure you get evidence of your hospital stay before you leave the country.

29 Holiday cancellation or curtailment (cancelling or cutting short your holiday) This is part of the Optional extension Additional benefits. Your policy schedule will show if you have this cover, if you do not your schedule will show `Not included. We will pay you up to 5,000 in any policy period for expenses that you cannot get back from anywhere else if you have to cancel your holiday, or for extra expenses to get you home if you have to cut short your holiday, during a period of insurance because your pet: 1 goes missing while you are away or in the seven-day period before going away; or 2 needs sudden and unexpected life-saving treatment (without which your pet would die), while you are away or in the seven-day period before going away. If you have paid the extra premium for the Pet Travel Cover Optional Extension, it includes Quarantine costs, Loss of your pet s passport, Repeat tick and worming treatment, Emergency expenses abroad and Veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey, we will provide cover for the following. 3 If you need to cut short your journey because your pet dies while on a journey. 4 If you cancel your holiday within seven days of your planned departure date because your pet becomes too ill to travel on a journey. Exclusions We will not pay for the following. 1 Any claim resulting from a condition you knew about before booking your holiday or before you took insurance out with us. 2 Any claim if treatment could have been provided eight days or more before you were due to go away and by having that treatment the life-saving treatment could have been avoided. When you want to make a claim 1 You must support your claim with documents showing when you booked and then cancelled or cut short your holiday, and the dates you took these actions. 2 You must give us all documents and proof that you cannot get these expenses back from anywhere else. If you have paid the extra premium for the Pet Travel Cover Optional Extension, it includes Quarantine costs, Loss of your pet s passport, Repeat tick and worming treatment, Emergency expenses abroad and Veterinary fees in countries covered by the Pet Travel Scheme whilst you are on a journey, the following condition will also apply. 3 If you cancel your journey because your pet is too ill to travel, you must support your claim with written evidence from a vet. Holiday cancellation or curtailment (cancelling or cutting short your holiday) 24

30 Third party liability Please note this section only applies to dogs. Your policy schedule will show if you have this cover if you do not, your schedule will show Not included. We will pay compensation and costs awarded by a court against you, or any person looking after or handling your pet with your permission or knowledge, if your pet causes: 1 death or injury to a person; or 2 damage to any property. We may take over and deal with, in your name, any claim that is as a result of an accident involving your pet during a period of insurance. The most we will pay under this section in any policy period is 2,000,000 inclusive of costs and expenses. Exclusions We will not pay for the following. 1 The first 250 of each claim for damage to property. 2 If you have cover under any other insurance policy (such as home insurance) unless all the cover under that policy has been used up. 3 Any compensation, costs or expenses for injury or death to you, any member of your family, anyone who lives with you or anyone working with you or for you. 4 Any compensation, costs or expenses that result from damage to property belonging to you or any member of your family, anyone who lives with you, or anyone who works with you or for you. 5 Any compensation, costs or expenses if you, any member of your family, person living with you, working with you or for you is either responsible for or is looking after the property that is damaged. Third party liability 6 Any compensation, costs or expenses that are as a result of your profession, business or employment. 7 Any compensation, costs or expenses if we have not agreed to these before you paid or agreed to pay them. 8 Any fines or penalties. 9 Any claim as a result of your pet worrying livestock. 25

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