MiPet Cover LifetimeFlex and 365Flex pet insurance policy wording. Version: MIP0105 0223 v3.0
Your Pet Insurance Policy
Policy wording for Lifetime Flex and 365 Flex
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Your pet’s cover Welcome to your policy of insurance that provides cover for your pet for veterinary fees and other expenses as detailed in your policy. Your cover is made up of a number of sections. Please carefully read your policy and your schedule to understand which cover sections and payments limits apply to you. The cover for any given section only applies if that section heading appears under ‘Cover Benefits’ on the schedule. If no Section heading appears or the phrase ‘Not covered’ is shown against the heading then the cover by that section does not apply. If the range of cover does not meet your needs then please telephone us to discuss the options available. We will be pleased to quote to change your level of cover. Words in bold type face (but not headings) such as ‘your’ have specific meanings attached to them as set out in What words mean. Please read the What words mean set out at the end of this policy. The schedule and policy together form a legal contract with us and define exactly what you are covered against and what is excluded. If you have any questions in relation to your cover please contact us on 0808 164 8000.
LifetimeFlex £2k & £4k
LifetimeFlex £6k & £8k
LifetimeFlex £10k & £12k
365Flex £2.5k
365Flex £5k
MiPet Cover Benefit
Contents
Lifetime per year £2,000 or £4,000 per year
Lifetime per year £6,000 or £8,000 per year
Lifetime per year
12 Month
12 Month
Product type
What words mean
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£10,000 or £12,000 per year
Introduction
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£2,500 per condition
£5,000 per condition
Vet’s fees Choose from
What we ask of you
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What we will not cover
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Including complementary therapies up to
£1,000 per year
£1,500 per year
£2,000 per year
£250 per condition Choose between £100-£200
£500 per condition Choose between £100-£200
Section 1: Veterinary fees (treatment to your pet)
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Choose between £100-£200
Choose between £100-£200
Choose between £100-£200
Fixed excess (Per condition, per year. In £25 increments)
Section 2: Third party legal liability ((claims against you or your dog))
10
Variable excess (optional*) Payable in addition to the fixed excess
10%
10% 10% 10%
10%
Section 3: Death of your pet (illness)
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Section 4: Death of your pet (injury)
12
Death from illness (max age 8)
£1,000
£1,500
£2,000
£500
£750
Section 5: Advertising costs (if your pet is lost or stolen, UK only) Section 6: Reward costs (if your pet is lost or stolen, UK only) Section 7: Theft and straying (if your pet is lost or stolen, UK only)
Death from accident
£1,000
£1,500
£2,000
£500
£750
12
Advertising
£750
£1,000
£2,000
£500
£750
12
Reward
£500
£750
£1,000
£500
£750
Loss by theft
£1,000
£1,500
£2,000
£500
£750
12
Boarding and kennel fees
£750
£1,500
£2,000
£250
£500
Section 8: Boarding fees (UK only)
13
Third party liability (Dogs only)
£1M
£2M
£3M
£1M
£1M
Section 9: Holiday cancellation/curtailment
13
Holiday cancellation
£1,000
£1,500
£2,000
£500
£750
Section 10: Quarantine costs
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Quarantine costs
£500
£750
£1,500
£250
£500
Section 11: Loss of Animal Health Certificate
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Loss of Animal Health Certificate
Section 12: Emergency expenses cover abroad
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£250
£250
£250
£250
£250
Section 13: Repeat tick and worming
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Emergency expenses abroad
£500
£750
£1,000
£250
£500
Cancellation
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Repeat tick and worming
£500
£750
£1,000
£250
£500
I’m having financial difficulty
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Helplines
Claims
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*Once added, it cannot be removed for the lifetime of the policy. Variable excess is compulsory for dogs 6 years + and cats 8 years +.
Fraud
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Lifetime Flex Lifetime policy explanation
365 Flex 12 month policy explanation
Complaints procedure
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Data protection
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365Flex cover level is a “time-limited” policy which means from the earliest date you or your vet first see or note each accident or illness, you are covered either up to 12 months from this date or up to the veterinary fee limit (whichever of these limits is reached first). Once either the 12 month or veterinary fee limit is reached, the accident or illness is no longer covered under the policy.
Helplines
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LifetimeFlex cover are all lifetime policies, which means this cover provides one financial limit for all new accidents and illnesses, combined per year. When the financial limit has been reached, no further claims can be made until the policy is renewed. At which point, the financial limit resets and you can continue to claim. Lifetime cover is continually offered as long as your policy is renewed on time every year and you pay your premium when asked.
MIP0105 0723 V4.0
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Factory Limited is authorised and regulated by the Financial Conduct Authority (No. 306164). Registered in England and Wales number 02982445. Registered office: Markerstudy House, 45 Westerham Road, Bessels Green, Sevenoaks, Kent, TN13 2QB. You can check this by visiting the Financial Services Register at www.fca.org.uk/register. Policy: Your policy wording and most recent policy schedule. Policy wording: This document tells you what you can or cannot claim for under your policy . Policy schedule: The policy schedule shows details about you , your pet , policy limits and excesses that apply to the specific cover that you have purchased. Pre-existing condition: Any illness or injury or complication directly resulting from another injury or illness , whether diagnosed or undiagnosed that has been identified or investigated by a vet or is otherwise known to you prior to the start of the insurance or within the first 14 days of the policy for illness or 24 hours in the case of injury . Terrorism: Means an act, including but not limited to the use of force or violence and/or the threat thereof, of any person or group(s) of persons, whether acting alone or on behalf of or in connection with any organisation(s) or government(s), committed for political, religious, ideological or similar purposes including the intention to influence any government and/or to put the public, or any section of the public, in fear. Treatment: Any examination, consultation, advice, tests, x-rays, ultrasound, CT scan, MRI scan, drugs, or medication administered or prescribed surgery, nursing, or care; provided by, or under the direction of, a vet . Unattended: Any occasion where your pet is left alone or out of sight. United Kingdom/UK: England, Scotland, Wales, Northern Ireland, and the Isle of Man. Variable excess: The percentage amount you are required to pay towards the costs of the veterinary fees in addition to the fixed excess (only if you have chosen to have this included on your policy). Variable excess becomes compulsory when your dog turns the age of 6 years or your cat turns the age of 8 years even if this happens mid policy year. If treatment spans your dogs 6th or cats 8th birthday, the variable excess will apply to any treatment taking place on and after this date for that claim and would then apply to all future claims made for any condition or treatment. If at any point you choose to have this included on your policy , this cannot be removed again at any time. This amount will be deducted from the claims settlement after the deduction of the fixed excess on the claimable amount, refer to your policy schedule if this is applicable. Vet/Veterinary/Veterinary Surgeon: A member of the Royal College of Veterinary Surgeons actively working as a veterinary surgeon in the UK or veterinary surgeon registered and actively working outside the UK . We/Us/Our: Insurance Factory Limited acting as administrators for West Bay Insurance Plc, registered in Gibraltar No 84085.Registered Office: 846-848, Europort, Gibraltar. Regulated by the Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority in respect of underwriting Insurance business in the UK (Financial services Register Number 211787) These details can be checked on the Financial Services Register at www.fca.org.uk, or the Prudential Regulation Authority on 020 7601 4444. West Bay Insurance Plc. is a member of the Association of British Insurers. You/Your: The person named on the policy schedule who is the owner and carer for the pet .
What words mean
Certain words or phrases in your policy have a particular meaning whenever they appear in bold. These words and their meanings are explained below: Accident: One sudden and unexpected event which happens during the period of insurance resulting in injury or death to your pet . Alternative medicine: Herbal or homeopathic medicine recommended by your vet and prescribed by a suitably qualified vet . Behavioural illness: A change in your pet’s normal behaviour, directly caused by a medical, mental, or emotional disorder which could not have been avoided by training or medical intervention. Treatment to be carried out only after pre-approval and carried out by a member of approved behavioural training body. Behavioural modification: A programme or training regime conducted by or under the supervision of a veterinary surgeon or a pre-approved program of behavioural modification carried out by a behaviourist who is a member of The Institute of Modern Dog trainers (IMDT), a Certified Clinical Animal Behaviourist (CCAB) or member of the Association of Pet Behaviour Counsellors (APBC) or Canine and Feline Behaviour Association (CFBA). Complementary medicine/therapy/treatment: Acupuncture, hydrotherapy, osteopathy, physiotherapy and chiropractic therapy recommended by your vet and carried out by a suitably qualified person that has been specifically recommended by your vet . Commercial breeding: Any pet that has had more than 2 litters in its lifetime. Dental: Any treatment of the teeth gums or mouth. Fixed excess: The amount you have to pay as part of certain claims made under the policy as shown in your policy schedule and will be payable each year for each illness or injury . Guarding: Your pet being used for commercial security work or if you or anyone living with you hold a Security Industry Authority (SIA) license of any description and carry out any activity that the SIA license allows. Holiday: Means a pleasure trip outside the UK to an EU country which starts from and ends at your address as shown in your policy schedule . Illness: Changes in your pets state of health that are not caused by an accident, or any which may be resulting from gradual or biological cause. Incident: Any clinical sign of injury or illness in your pet . Injury: Clinical sign or symptoms of changes in your pet’s normal state of health resulting from an accident including multiple injuries resulting from one accident . Market value: The average price we are able to determine paid at the date of death based on age breed, pedigree, and breeding status of your pet . Period of insurance: The period for which your pet is covered as shown on your policy schedule . Each renewal is the start of a new period of insurance. Pet: Your dog or cat who lives with you all of the time at the address shown in your policy schedule . MiPet Cover: MiPet Cover is a trading name of CVS (UK) Limited which is an appointed representative of Insurance Factory Limited. Insurance
Consumer Insurance (Disclosure and Representations) Act 2012 When taking out your policy , you must take all care in answering all questions asked honestly and to the best of your knowledge. This includes anything asked within your application for insurance as well as any information relating to your pet’s medical history. Your failure to supply truthful answers could mean your policy is cancelled or your claim is not paid or fully paid. If you are not sure about any questions asked or the answers you have given then please contact our Customer Services Department on 0808 164 8008 .
Introduction
This is a pet insurance policy that lasts for a year and you must pay the full year’s premium in one payment or by monthly instalments. Your insurance contract is made up of this policy wording , your policy schedule and the information you gave when arranging this insurance or at any time after. To know exactly what is covered by your insurance contract you need to read your policy wording together with your policy schedule. In return for having accepted your premium, we will in the event of injury , illness , loss, or damage happening within the period of insurance provide insurance cover as described in the following pages and referred to in your policy schedule . Who provides your insurance? MiPet Cover pet insurance is arranged and administered by Insurance Factory Limited, authorised and regulated by the Financial Conduct Authority under Financial Services Register number 306164, a company registered in England and Wales (company number 02982445); registered at 45 Westerham Road, Sevenoaks, Kent TN13 2QB. Insurance Factory Limited is part of the Markerstudy Group of companies. The insurance is underwritten by West Bay Insurance plc.
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which you are entitled to make a claim you must report the incident to that insurance company and tell us their name and address and your policy and claim number with them. We will not make any payment for
10. You must provide and pay for all information, documents, and assistance that we request; including vet certificates and records, details of any other relevant insurance that may apply, and supporting evidence of any claim and the circumstances around the claim. 11. You agree that we may take over any claim and deal with it in your name. 12. We will not make any payment for any claim covered by other insurance until that cover has been used up. 13. You agree to read and follow the terms of the Animal Welfare Act 2006, and Control of Dogs Order 1992. Any dog in a public place must wear a collar with the name and address of the owner engraved on it, or engraved on a tag. Your telephone number is also advisable. What we will not cover This policy will not cover: 1. Any claims for a pet not named in the policy schedule. 2. Any pet that has previously shown signs of aggressive behaviour, been trained to attack or is used for guarding . 3. Your pet being used for commercial breeding purposes (this is where your pet has had more than 2 litters in its lifetime) track racing, coursing, or used in connection with any business, trade, profession, or occupation (whether you are paid for such purposes or not). 4. Any claims made for any incident that happens outside of the period of insurance . 5. Any claims made for any incident that happens outside of the UK or EU. 6. Any death or destruction of your pet as a result of illness resulting from the failure to vaccinate your pet in accordance with the practice recommended by the British Small Animal Veterinary Association. 7. Any claims for a pet under the age of eight weeks . 8. Claims where any injury or illness is due to war, invasion, act of foreign enemy, hostilities (whether war declared or not), civil war, rebellion, terrorism , revolution, insurrection or military or usurped power. 9. Claims where any injury or illness due to ionising radiations or contamination by radioactivity from any fuel or from any nuclear waste from the combustion of nuclear fuel. 10. The taking of your pet or it being put to sleep by Government or Public Authorities, or under the Animals Act 1971 United Kingdom and the Control of Dogs Act 1986 and Control of Dogs (amendment) Act 1992, Republic of Ireland or contravention of the Dogs (Protection of Livestock) Act 1953. 11. Any claims if your pet is put to sleep due to a court order or the Contagious Diseases Act. Claims arising due to the intentional slaughter, irrespective of any order by Government, Local Authority or any person having jurisdiction in the matter. 12. Any claim which is due to you breaking the United Kingdom or Republic of Ireland laws, or regulations, including laws or regulations which deal with the health of your pet, vaccinations or the moving of your pet from one country to another. 13. Any claim for deliberate injury to your pet or where it has not been cared for properly by you , anyone who lives with you , employees,
or members of your family. This includes your pet not being fed properly, not giving it proper shelter or medical attention when required. 14. Any medication or treatment not recommended by a vet . 15. Any pet that is an African Crested Dog, Aladseer, American Akita, American Bandogge, American Bulldog, American Bully, American Mancon, American Pit Bull Terrier, American Pocket Bully, American Staffordshire Bull Terrier, Argentinian Mastiff, Australian Dingo, Bandogge Mastiff, Bandogs, Boar Hounds, Boerboel, Bully Kutta, Canadian Inuit, Canary Dog, Cane Corso, Cao Fila, Chinese Shar Pei, Cirneco Dell Etna, Czechoslovakian Wolfdog, Dingo, Dogo Argentino, Dogue Brasileiros, Dogue de Bordeaux, Fila Braziliero, Grand Bleu de Gascoigne, Inuit, Irish Staffordshire Bull Terrier, Japanese Tosa, Korean Jindo, Laika, Lybian Desert Dog, Mexican Hairless (Miniature, Standard or Intermediate), Northern Inuit Dog, Perro De Presa Canario, Pit Bull Terrier, Portuguese Podengo, Presa Canario, Racing Greyhound, Saarloos Wolfhound, Segugios Italiano, Shar Pei, Tamaskan, Tosa Inu, Utonagan, Wolf Dog, Wolf Hybrid, Working Sheepdog, Asian Leopard, Feral, Munchkin, Weiner Cat, or a pet crossed with these, or any animal registered under the Dangerous Dogs Act 1991 and The Dangerous Dogs (Northern Ireland) order 1991 or Dangerous Dogs (amendment) Act 1997 or any subsequent amendments or a pet crossed with any of these. 16. Illnesses which your pet previously suffered before or during the first 14 days of the start of this insurance. 17. Injuries which your pet previously suffered before or during the first 24 hours of the start of this insurance. 18. Your pet being used for track racing, coursing, or used in connection with any business, trade, profession, or occupation. 19. If your pet has treatment when abroad and you pay the vet bill then we will not be responsible for any money you lose because the exchange rate changes. 20. Where fraud has been committed against us or where false information has been provided to us . 21. Any claim where you have cover under any other insurance unless that cover is used up. 22. Any pet sold or where any financial interest whatsoever is parted with by you , whether temporarily or permanently. 23. Any claim under Section 3 – Death of your pet ( illness ) for dogs or cats aged 8 and above. 24. Any incident in respect of pollution or contamination of buildings or other structures or of water or land or the atmosphere. We will however cover any incident caused by a sudden identifiable unintended and unexpected occurrence which takes place in its entirety at a specific moment in time and place during the period of insurance provided that: (a) All pollution or contamination which arises out of one occurrence will be deemed to have occurred at the time such occurrence takes place; (b) Our liability for all damages and claimants costs and expenses payable in respect of all pollution or contamination which is deemed to have occurred during the period of insurance shall not exceed £1,000,000 in the aggregate.
Registered in Gibraltar No 84085. Registered Office: 846-848, Europort, Gibraltar. Regulated by the Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority in respect of underwriting Insurance business in the UK (Financial services Register Number 211787). These details can be checked on the Financial Services Register at www.fca. org.uk or the Prudential Regulation Authority on 020 7601 4444. West Bay Insurance Plc. is a member of the Association of British Insurers. The law that applies to this policy The law of England and Wales will apply to this policy unless you and we agree differently. Alternatively, if you live permanently in Scotland, Northern Ireland, the Channel Island or the Isle of Man, the law of that country will apply (unless agreed otherwise). This policy and all other information concerning it are written in the English language. Data consent By accepting the policy terms, you are giving us permission to obtain information from your vet , former vets or specialist to assist us with your claim. You agree to obtain any documents that we require to assess your claim from your vet , specialist, or third party that we request at your own expense. Travelling with your pet This policy is valid in the UK and includes cover while you travel on holiday with your pet in the EU for up to 30 days in each period of insurance . It also provides cover while you travel on holiday with your pet for 30 days under 365Flex £2,500, 365Flex £5,000, LifetimeFlex £2,000 and LifetimeFlex £4,000, cover levels and 180 days under LifetimeFlex £6,000, LifetimeFlex £8,000, LifetimeFlex £10,000 and LifetimeFlex £12,000 within in each period of insurance . Please visit the gov.uk website to follow the latest guidance on travel within the EU post-Brexit. Renewal terms If we offer further periods of insurance , we may change the premium and the policy terms and conditions as your pet gets older and to allow for future increases in treatment costs. Making changes once the policy has started Please contact us as soon as you are aware of any changes that need to be made to your policy , such as your postal address, phone number or email address. A change in your or your pet’s details may mean the premium for the rest of the period of insurance may change as well. Upgrades or downgrades in cover level Changes can be only be made at renewal. Whenever you do this you must be aware that if you change to a policy with more or better benefit limits those benefit limits will not apply if a condition is present before you make the change. If that is the case the benefit limits that you had when the condition happened will apply. If you transfer your pet to a policy with lower benefit limits, the higher benefit limit will no longer apply to any claims/condition you are currently making. Should you choose to decrease your cover level all existing conditions will be subject to the new lower policy terms. If you move to a policy with lower benefit limits those new limits will apply straight away and to any claim you are currently making. Dual insurance You must tell us if you have another insurance policy which covers your pet for anything this policy covers. If there is any other insurance under
any incident covered by any other insurance policy. Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you . This depends on the type of insurance and circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS (www.fscs.org.uk). What we ask of you Like all insurance policies there are some things that you are not allowed to do if you want us to pay for the claims you make. You must do as we ask below, if you do not then we may cancel your policy , not deal with your claim or reduce the amount we do pay. If there is anything we ask that you do not understand then please contact us as soon as you can. Should your circumstances change in the policy year please contact us to confirm that your cover remains in force. 1. To the best of your knowledge and belief that at the start of this insurance your pet is in good health and free from any injury, illness or physical disability and where you are aware of any health problem with your pet you agree to inform us of that condition and accept that the condition will be treated as a pre-existing condition . 2. You must own your pet, both you and your pet must live at all times at the address shown on your policy schedule, and your pet must be a minimum of eight weeks old and no older than the age set out in the policy schedule on the start date of the policy . Please note the maximum age for new policies is a dog or cat’s 15th birthday for 365Flex cover level and the 8th birthday for dogs and 10th birthday for cats in respect of LifetimeFlex cover. 3. Your pet must be named on the policy schedule . 4. Your pet must live with you at the UK address given in the policy schedule . Your cover will cease immediately if your pet is sold or where any financial interest whatsoever is parted with by you , whether temporarily or permanently or if your pet is no longer ordinarily resident in your home. 5. You must contact us as soon as you become aware of any circumstances that could result in a claim. 6. You must pay any premium when it becomes due. 7. You must take your pet for regular annual check-ups and keep your pet vaccinated: DOGS; against distemper, hepatitis, leptospirosis and parvovirus. CATS; against feline infectious enteritis, feline influenza, feline herpes virus, feline calicivirus and feline leukaemia OR: As advised by your vet due to the particular needs or circumstances of your pet . All vaccinations must be administered under vet supervision. 8. Homeopathic vaccines are not acceptable. 9. You must provide proper care and attentions to your pet at all times and pay to have any treatment normally recommended by a vet to prevent illness , injury, or disease.
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9. For any cost of spaying, or partial cost of any treatment that includes ovarian hysterectomy as a preventative, or treatment solution for any illness , including (but not limited to) false pregnancy, or mammary tumours. 10. Preventative or elective treatments , routine examinations and treatment including but not limited to :
not continue to pay as a preventative measure to stop the stones re- occurring. We will pay you for your vets recommended treatment for b ehavioural illness which could not have been avoided by training or medical intervention. Behavioural modification treatment to be carried out only after pre- approval and carried out by a member of approved behavioural training body as listed on page 3. Fees for putting your pet to sleep (Euthanasia) - It is a condition of this policy that we provide cover or benefit in respect of Euthanasia up to a maximum of £100 and only if it is recommended by your vet to alleviate incurable and inhumane suffering. This insurance also extends to cover your pet whilst temporarily located within a member state of EU but only for a maximum stay of 30 days during the policy period for 365Flex £2,500, 365Flex £5,000, LifetimeFlex £2,000 and LifetimeFlex £4,000 and 180 days under LifetimeFlex £6,000, LifetimeFlex £8,000, LifetimeFlex £10,000 and
24. Every claim will be reviewed by an internal pet claims assessor and compared to charges for the same or similar treatment within the same area to ensure that the treatment and veterinary fees are reasonable, necessary, essential, and not excessive. 25. Any charge for surgical equipment that can be used more than once. 26. Any fee charged by your vet to complete the claim submission or any ancillary administration fees for example dispensing fees, late payment fees, claim completion fees, administration referral fees to specialist vets, or referral fees and x-ray referral fees. 27. Prescription foods or diets of any type including obesity and weight control prescription foods except prescription food subject to a maximum of £100 to prevent the formation of bladder stones and crystals in urine where we will pay the difference above normal feeding costs. 28. Nutritional supplements and vitamins unless prescribed by a vet to take the place of medication and if they have a proven effect upon an injury or illness or something directly caused by an injury or illness . 29. Any treatment administered outside the period of insurance . 30. Fees for unapproved alternative medicine or complementary medicine (including but not limited to pulsed magnetic field therapy, matrix energy field therapy, the Bowen technique, Reiki massage, and faith healing). 31. The cost of any treatment or complementary therapy connected to or resulting from organ transplants and fitting full or partial artificial limbs (prosthesis) with the exception of costs relating to replacement hip, elbow and or knee joints including pre and post- operative care. 32. The cost of any treatment , or issues arising from treatment , that you choose to have carried out that is not directly related to an injury or illness , including cosmetic dentistry or surgery. 33. Any overseas treatment costs where the journey abroad was specifically made to obtain treatment or where the vet confirms treatment can be delayed safely until your return home. 34. Complementary treatments that are not carried out under the direction of a vet or listed therapist and previously authorised by us . 35. The cost of routine or investigative tests or diagnostic procedures, unless these are being undertaken specifically to diagnose an injury or illness due to specific existing symptoms or clinical signs and where such a diagnosis will potentially alter the course of treatment . 36. The cost of any procedures involved in the diagnosis of an injury or illness that are carried out again when your pet is referred to another vet . 37. The cost of routine blood tests including blood tests carried out before surgery, or before anaesthetic for surgery or routine blood tests before any other procedure if your pet is less than eight years old. Unless there is something in your pet’s medical history to suggest your pet’s health may be at risk from the anaesthetic, surgery, or procedure. 38. Fees resulting from an injury or illness that is excluded on your policy schedule. 39. The cost of dentistry except as a result of an accident unless your pet has had at least one dental check with your vet in the previous 12 month period and all treatments recommended by your vet have been carried out at your own expense.
Section 1: Veterinary fees (treatment to your pet) What is covered?
Cover level - 365Flex We will pay you for charges made for treatment carried out by a vet. Cover is provided for an accident, illness, or injury occurring to your pet, subject to the policy vet fees limit shown on your policy schedule. The limit of cover, is on a per accident, illness or injury basis and is for a period of 12 months from the date that the incident is first noted. The fixed excess and variable excess are on a per incident , per period of insurance basis. Example of how to calculate the amount you will have to pay in the event of a claim. A valid claim arises for a dog’s veterinary fees totalling £300.00 Amount Claimed £300 Less Fixed Excess £100 £200 Less Variable Excess 10% = £20 £180 Total Excess paid by you £120 Total paid by us £180 Cover level - LifetimeFlex – All covers The cover is provided for an accident , illness , or injury occurring to y our pet , subject to the limit of cover shown on your policy schedule for each period of insurance to cover all injuries or illness from the one annual policy limit. The fixed excess and variable excess are on a per incident , per period of insurance basis. Cover is continuous for each separate illness or injury up to the limit overall of the policy for the period of insurance , subject to cover still being in force and relevant premiums having been paid. Treatment in respect of any illness or injury can continue into the next period of insurance . Continuous treatment is subject to the policy remaining in force, being continuously renewed at each anniversary and premiums paid up to date. We cover fees for any alternative or complementary medicine which the vet recommends and as approved by us , up to the limit shown in the table of benefits including up to ten sessions of hydrotherapy provided by hydrotherapy pool operators who are members of the CHA (Canine Hydrotherapy Association ) or NARCH (National Association of Registered Canine Hydro-therapists ). Dental (all levels of cover) - we will pay fees for dental treatment as a result of an accident and subject to evidence of yearly dental check-ups where any work recommended is carried out at your own expense we will also cover dental treatment as a result of illness . We will contribute to the cost of your pet’s prescription food, up to a maximum of £100 per period of insurance as long as it is prescribed by your vet and can only be bought from a veterinary surgery or online pharmacy and it is to dissolve bladder stones or crystals in urine and for no other purpose. We will not be liable for any other dietary costs under this policy . The maximum that we will pay for special diet is £100 for up to 60 days per period of insurance . Please note any special diet payment for bladder stones or crystals in urine will cease once these are dissolved. We will
i. Killing and controlling fleas. ii. Routine spaying or castration. iii. Whelping or kittening. iv. Routine removal of dewclaws. v. Routine worming. vi. Routine blood tests.
vii. Any treatment in connection with pregnancy or parturition. viii. Or any cost as a result of failure to carry out these procedures. 11. We exclude all costs for elective spay or castration, and in situations where the spay or castrate are in order to prevent future medical or behavioural issues of any sort. Cover will be provided when your pet is suffering an immediate and critical medical condition and the spay or castrate is essential and necessary for the treatment of that condition. 12. Any claim or treatment for cryptorchidism (retained testicle(s)) unless your pet was under 12 weeks of age at the start of the policy. 13. The cost of bathing, grooming or de-matting your pet unless a vet confirms only a vet or a member of a veterinary practice can carry out these activities. 14. Behavioural problems and training unless caused as a direct result of an insured incident occurring during the period of insurance . 15. The cost of spay or castrate as a treatment of a behavioural condition. 16. Sex hormonal problems unless directly resulting from a valid claim. 17. Any cost of pheromone products, including DAP diffusers and Feliway and/or similar feline facial pheromone products used in either a spray or an electric diffuser format unless pre-approved as part of a behavioural program for a maximum period of six months; 18. The cost of any treatment outside normal surgery hours except for treatment that a vet considers cannot wait until normal surgery hours (necessary treatment ) because it would seriously endanger your pet’s health. The vet that treated your pet must also confirm this in writing when, your veterinary claim is submitted for necessary treatment outside of normal hours the additional charge is limited to a maximum of £150. 19. Non-essential hospitalisation and/or ambulance charges and/or house calls unless the vet declares that to move your pet would seriously endanger its life. 20. Travelling expenses incurred by your vet unless the vet deems that to move your pet would seriously endanger its health. 21. Any charges greater than £100 in respect of euthanasia even in the case of your vet putting your pet to sleep to alleviate incurable and inhumane suffering following an accident or illness . 22. Any charges in respect of euthanasia in the event that this was caused by a pre-existing condition or condition not covered by the insurance. 23. Any claim for any form of housing, cage, or bedding needed for the treatment or wellbeing of your pet.
LifetimeFlex £12,000. What is not covered? 1. Policy excess, this is shown on your policy schedule . i.
The fixed excess, which is a fixed amount payable once per injury or illness per period of insurance , each separate injury , or illness not resulting from the same incident will require a separate fixed excess . Depending on the age of your pet , or if you choose it, there may also be a variable excess - this will be detailed in your policy schedule . If treatment is received at the same time for a number of injuries or illnesses , including treatment carried out under one anaesthetic. A fixed excess will apply and depending upon the age of your pet or if chosen, a variable excess will also apply to the treatment received for each injury or illness . Where treatmen t for different, injuries or illnesses are carried out at the same time and the cost of treatment cannot be identified. The cost of treatment will be split equally between each injury or illness and the fixed excess and depending upon the age, breed of your pet or if chosen, a variable excess applied to each part.
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2. For 365Flex policies, any treatment where the policy limit per injury or illness has been used up. 3. For 365Flex policies, any treatment more than 12 months from the date that the injury or illness has been first noted by you or your vet. 4. For all LifetimeFlex policies, any treatment more than the policy limit shown on the policy schedule for all incidents in the period of Insurance. 5. Any treatment after the policy has ended. 6. Any illness arising prior to or during the first 14 days of the inception date of the insurance or pre-existing condition. 7. Any accident or injury arising prior to or during the first 24 hours of the inception date of the insurance or pre-existing condition. 8. More than 10 hydrotherapy sessions per illness or injury, or hydrotherapy as an aid to weight loss.
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6. Any payment if the damaged property belongs to you or a person who is part of your family, lives in your home, works for you, is looking after your pet or is paid to look after your pet . 7. Any payment if you or someone listed above is looking after the property or holding it in trust or any liability when your pet is under the control or custody of a professional dog sitter, walker, groomer, or other similar professional caring for your dog where payment is made. 8. Any claim resulting from a period when your pet was left unattended. 9. Cover is not in force at any place where you or members of your family are subject to a contract of employment, carry out self- employed or voluntary work. 10. Cover is not provided at any event of conformation show, agility event, working trial or Schutzhund competition. 11. Cover is not provided at any organised shooting or sporting event. 12. Any liability arising from an agreement which imposes a liability on you which you would not be under in the absence of such an agreement. 13. Any claim for injury or damage to property which you or a family member could have stopped but deliberately chose not to. 14. Any claim if your pet is a cat. 15. Any claim resulting from your pet passing on any disease or virus. 16. Any claim where you have not followed advice given to you by previous owners of your dog or by any rehoming organisation about your dog’s behavioural traits. 17. Any claim whilst your pet is being transported in a motorised vehicle. 18. Fines, penalties or your breach of quarantine restrictions or import or export regulations. 19. Any damages, costs or expenses if you are insured under any policy which covers any liability relating to your pet (including your household insurance) unless that cover has been used up. 20. Any claim costs over the policy limit under this section of your policy. 21. Any amount over £1,000,000 (365Flex £2,500, 365Flex £5,000, LifetimeFlex £2,000 and LifetimeFlex £4,000) £2,000,000 (LifetimeFlex £6,000 and LifetimeFlex £8,000) and £3,000,000 (LifetimeFlex £10,000 and LifetimeFlex £12,000) in respect of all incidents occurring during the period of insurance . Special conditions that apply to this policy section . 1. You must contact us as soon as there is an incident that could give lead to a claim. 2. You must not admit to anyone that your pet was at fault, offer any payment, make a payment, or try to agree a payment. 3. You must forward on to us any letters, writs, summons, or other legal documents you receive, without delay, and you must not answer them. 4. You must tell us what happened or if you do not know, try to find out what happened following an incident. You must also give us a written statement as to what happened if we ask and go to court if required.
5. We may pay what we think is a fair amount to settle any claim made against your pet. 6. We will have complete control of any claim or the defence of any legal proceedings. 7. You must not give anybody information or anything that could help them claim against you other than giving them your policy number and name and address of us . In relation to any third party liability claims, we may pay up to the limit of your stated policy cover or lesser amounts for which any claim can be settled (after deduction of any sum or sums already paid as compensation) and shall be released from any further liability under this policy (except for costs and expenses of litigation recoverable or incurred with our consent prior to the date of such payment).
40. Any claim as a result of a ‘notifiable’ disease (as defined by DEFRA https://www.gov.uk/government/collections/notifiable-diseases-in- animals) e.g. rabies. 41. Any post mortem costs. 42. Any charges in respect of disposal, cremation, or burial of your pet. 43. Incremental costs caused as a result of the late submission of your claim. Signs of injury You must arrange for a vet to examine and treat your pet as soon as possible after it shows clinical signs of an injury . If we decide this may not be the case we may refer the case to an independent vet . If it can be established that the delay in arranging treatment has or is likely to result in additional costs or expenses being incurred we reserve the right to either refuse to admit the claim or make a deduction from any settlement to reflect these increased costs or expenses. Second Opinion Vets There may be times when you wish to take your pet to a different vet as you are unhappy with their diagnosis or treatment suggestions, all requests for Second opinions must be agreed by us in advance of treatment , however should the second opinion vet agree with the first diagnosis or treatment then we shall only pay for one claim. Cover Overseas Cover whilst temporarily traveling within a member state of the EU is subject to the limit shown in your policy schedule and only applicable to cats and dogs. In the event that your pet requires veterinary treatment whilst temporarily traveling within a member state of the EU, payment of any treatment will be made by you to the vet whilst you are there, upon return home, you should telephone us immediately and report the claim – 0808 164 8001. The claim submission must be complete with all paid veterinary receipts. Settlement of eligible claims will be made to you , after any applicable deductions have been made, in sterling at the rate of exchange applicable at the date the bills were settled, such payments discharging us from all further liability connected with such claim. Claims Information Before your pet is treated check that your vet is willing to provide medical history and supply us with the supporting invoices. We will not pay for the vet to do this. The invoices and full clinical history must be returned to us within 60 days of the pet receiving the treatment for your claim to be considered. Please make sure that you have indicated to whom we should make the payment. If you are submitting a claim for an on-going injury your vet must still complete a claim and supply us with the supporting invoices on each occasions that treatment is provided. If your pet is referred to a specialist please make sure that the vet who normally treats your pet has completed a separate claim submission for the initial costs. We will not normally be able to assess the claim and supporting invoices from the referral practice until we have processed the initial treatment from your own vet . With your authority we will pay your claim settlement directly to the vet on your behalf. If you have asked us to pay your vet we will send payment directly to the practice and if there is any amount other than the fixed excess or variable excess that we cannot pay because the costs are not covered we will tell you in writing. You must settle with your vet any amount we cannot pay.
. Section 2: Third party legal liability (dogs only) What is covered? We will pay up to the third party liability limit of indemnity, dependent on the cover level shown on your policy schedule sums which you become legally liable to pay in the UK courts as damages (including costs) during the period of insurance for any claim or series of claims arising from any one event or multiple events and in respect of all and any incidents occurring during the period of insurance involving your dog causing: 1. Bodily injury, death, sickness, or disease to any person who is not in your employment or who is not a member of your family or living with you . 2. Loss of or damage to property that does not belong to and is neither in the charge of or under the control of you , anyone in your employment or any member of your family or living with you within: a) the United Kingdom or b) whilst temporarily in a member state of the European Union provided that your dog complies with all the relevant legislation relating to movement across international borders, but only for a maximum stay of 30 days during the policy period for 365Flex £2,500, 365Flex £5,000, LifetimeFlex £2,000 and LifetimeFlex £4,000 and 180 days under LifetimeFlex £6,000, LifetimeFlex £8,000, LifetimeFlex £10,000 and LifetimeFlex £12,000. The most we will pay under this section of the policy for all incidents occurring within the period of insurance will be £1,000,000 (365Flex £2,500, 365Flex £5,000, LifetimeFlex £2,000 and LifetimeFlex £4,000) £2,000,000 (LifetimeFlex £6,000 and LifetimeFlex £8,000 and £3,000,000 (LifetimeFlex £10,000 and LifetimeFlex £12,000). If someone else is looking after your dog when the injury or damage happens, we will still pay as long as: 1. You asked them to look after your dog. 2. You did not agree to pay them to look after your dog. 3. The injury or damage was not to them or their property. What is not covered? 1. Policy excess , this is shown on your policy schedule . 2. You must pay any policy excess due under this section of the policy , as shown on your policy schedule , when we request it following an incident that may give rise to a claim. Failure to pay the excess when requested may result in us refusing to pay additional costs incurred or in us refusing to deal with any third party claim. 3. Claims where your pet has not been found to be to blame by a court of law. 4. Claims for incidents that happen outside of the period of insurance . 5. Any payment if the injured person is part of your family, lives in your home, works for you , or is looking after your pet or is paid to look after your pet .
Section 3: Death of your pet (illness)
This section does not apply in the case of dogs that are 8 or more years old and cats that are 8 or more years old.
What is covered? If your pet dies because of an illness , or as a result of your vet putting your pet to sleep, if recommended by a vet as necessary to stop the suffering of your pet , due to illness during the period of insurance . We will pay the purchase price you paid for your pet as declared by you and detailed on the policy schedule . This payment is subject to the maximum policy limit shown on your policy schedule . If you are unable to provide us with formal proof of the amount paid for your pet we will pay a current market value based on average prices at the time of your pet’s death What is not covered? 1. Death caused by an accident . 2. Death caused by from any illness that occurs prior to or within 14 days of your pet’s insurance first starting. 3. Any claim where the illness is excluded from claim under Section 1 veterinary fees. 4. If at the time of death your pet 8 years of age. 5. Any claim where your pet is put to sleep due to aggression unless this can be attributed to an illness . 6. Any claim if a vet believes it is more humane to keep your pet alive rather than put it to sleep, but despite this you still have your pet put to sleep. 7. Any claim where you are not able to provide us with confirmation from your vet or statement from an independent witness.
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5. We will not pay a claim for loss or theft unless you can provide evidence of advertising or a reward being offered. 6. For any amount in excess of the policy limit per period of insurance under this section of your policy schedule .
Claims Conditions When you or your family member who permanently resides with you leave hospital, you /they should obtain a medical certificate and send us the medical certificate and the receipt from the boarding kennels/cattery. 1. If you can get these expenses back from anywhere else, for example, from your travel insurance. 2. Any cost for food for you or your pet. 3. Any additional cancellation charges incurred because you did not tell the company providing your transport or accommodation, their agents or any person acting for you , as soon as you knew you had to cancel your holiday. 4. Any amount for a holiday that does not start and finish in the period of insurance . 5. Any claim more than one year after your return. Forward to us all receipts for the expenses you are claiming, along with a booking invoice for the holiday detailing any cancellation charges. You must provide us with confirmation that you are unable to claim these costs back from your travel providers.
Section 6: Reward Costs (if your pet is lost or stolen, UK only)
Section 4: Death of your pet (injury) (UK only)
What is covered? If your pet is lost or stolen, we will agree an amount for a reward for the recovery of your pet (previously agreed by us ) up to the maximum sum as shown in your policy schedule per period of insurance. Although you are free to decide the amounts you wish to offer as a reward we apply a maximum of the lower of the full maximum benefit available for rewards or the purchase price declared on your policy schedule. What is not covered? 1. Any reward to anyone who is a member of your family or household or by any person employed by you or living with you . 2. Any reward paid to the person who was caring for your pet when it was lost or stolen. 3. Any reward to the person or persons who stole or was involved in the theft of your pet. 4. Any reward greater than the declared value of your pet as shown on your policy schedule. 5. Any reward payment where you can’t give us a signed receipt giving the full name, address and telephone number of the person who found your pet. 6. Any amount in excess of the policy limit under this section of your policy .
You can claim under this section of the policy no matter the age of your pet.
Section 8: Boarding fees (UK Only)
What is covered? If your pet dies because of an injury , or as a result of your vet putting your pet to sleep, if recommended by a vet as necessary to stop the suffering of your pet , due to injury during the period of insurance . We will pay the purchase price you paid for your pet as declared by you and detailed on the policy schedule . This payment is subject to the maximum policy limit shown on your policy schedule . If you are unable to provide us with formal proof of the amount paid for your pet we will pay a current market value based on average prices at the time of your pet ’s death. What is not covered? 1. Death caused by from illness . 2. Death caused by from any injury that happens prior to or within 24 hours of your pet’s insurance first starting. 3. Any claim where your pet is put to sleep due to aggression unless this can be attributed to an injury . 4. Any claim if a vet believes it is more humane to keep your pet alive rather than put it to sleep, but despite this you still have your pet put to sleep. 5. Any claim where you are not able to provide us with confirmation from your vet or statement from an independent witness.
What is covered? We will pay you back for boarding fees for your pet in a licensed boarding establishment, or daily minding in your own home up to the amount shown on your policy schedule if boarding and subject to a limit of £5 per day in pet sitting in your own home if during the period of insurance: (a) You have an illness or injury which requires you to go into hospital for more than 96 hours; or (b) a family member who permanently resides with you has an illness or injury which requires you to attend hospital for periods of time of no less than seven hours a day over a continuous period of no less than 96 hours and your pet stays in a licensed kennel /cattery while you are in or attending hospital and no other member of your family permanently residing with you is able to look after your pet . What is not covered? 1. Claims during the first 14 days of the commencement of insurance. 2. Any costs if you are in hospital for less than 96 hours. 3. Any costs if you or your family member who permanently resides with you goes into hospital if you or they had symptoms of being ill or injured before your policy first started. 4. Any costs if you or your family member who permanently resides with you goes into hospital as a result of pregnancy, giving birth, alcoholism, drug abuse, drug addiction, attempted suicide, self- harm or hospitalisation that is not directly related to being ill or injured. 5. Any costs resulting from nursing home care or any convalescence care that you do not receive in a hospital. 6. Boarding fees if you or your family member who permanently resides with you have previously gone into hospital for the same illness or injury. 7. Any stay in hospital that you were aware could happen when you arranged the policy . 8. Transportation costs for you and your pet to or from the boarding kennel/cattery establishment. 9. Where the incident which led to the incurring of boarding fees occurred outside of the period of insurance. 10. Any payment to a person permanently living at the address shown in your policy schedule or member of your family. 11. Any claim in excess of the limit shown on your policy schedule per period of insurance . 12. Any costs if you do not attend hospital for a continuous period of more than seven hours a day over a continuous period of no less than 96 hours whilst a family member who permanently resides with you have an illness or injury which requires you to attend hospital.
Section 9: Holiday cancellation/ curtailment
What is covered? We will pay you back up to the amount shown on your policy schedule (in any one period of insurance ) for the non-recoverable cancellation and curtailment costs incurred by you if during the period of insurance : 1. You cancel your holiday within 7 days of you leaving to go on holiday or; 2. You come home early because your vet believes your pet needs lifesaving treatment or lifesaving surgery. What is not covered? 1. Claims during the first 14 days of the commencement of your policy . 2. Any claims for incidents occurring in non-EU countries. 3. Any amount if your pet does not have lifesaving treatment or lifesaving surgery. 4. Any claim where the veterinary treatment is not covered by a vet fee claim. 5. Any amount as a result of an illness or injury that first showed clinical signs or happened more than 7 days before the start date of your holiday . 6. Costs for anyone else who is on holiday or who is going to be on holiday with you . Unless they are under 18 years of age and no other adult is able to take care of them. 7. If you booked your holiday less than 28 days before you were due to leave. 8. If you cancel your holiday or come home early as a result of any pre-existing condition. 9. If you knew about the injury before going on holiday and the injury was likely to necessitate emergency treatment and/or surgery.
Section 7: Theft and Straying (if your pet is lost or stolen, UK only)
Section 5: Advertising Costs (if your pet is lost or stolen, UK only)
What is covered? We will pay you up to the purchase price or the maximum sum shown on your policy schedule , whichever is the lesser amount in respect of permanent loss due to your pet being lost or stolen and after no recovery has been made after 45 days despite appropriate endeavours including advertising and reward, notifying local rescue centres and in the case of theft the notifying the Police to report the theft obtaining a crime reference number. This benefit can be paid once per period of insurance . If you are unable to give us formal proof of the amount paid for your pet we will pay a current market value based on average prices at the time of your pet’s death. We will not be liable: 1. If your pet is lost, stolen or strays before or during the first 14 days of taking out this policy . 2. Any amount if you or the person looking after your pet has deliberately lost them, given them away or sold them. 3. Any claim for theft where the loss was not reported to the police or case of straying where the missing pet was not reported to local rescue centres. 4. Any claim that is not submitted within 1 year of your pet going missing.
What is covered? If your pet is lost or stolen, we will pay you back what you spent for advertising in a local newspaper or other approved costs for recovery of your pet (previously agreed by us) up to the maximum sum as shown in your policy schedule per period of insurance . We will not be liable for: 1. Paying back any money you spend trying to find your pet if we have not agreed to the way you are doing this. 2. More than £50 for cost of advertising materials. 3. Any amount in excess of the policy limit under this section of your policy .
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