LifetimeFlex and 365Flex Policy Document

Your Insurance Policy Policy wording for Lifetime Flex and 365 Flex

1 mipetcover.co.uk

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 Definitions. Please read the Definitions 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.

Contents

Definitions

4

Introduction

6

General conditions applicable to all policy sections 6

General exclusions applicable to all policy sections 7

Section 1: Veterinary fees

8

Section 2: Third party legal liability (dogs only)

10

Section 3: Death of your pet (illness)

11

Section 4: Death of your pet (injury) (UK only)

11

Section 5: Advertising costs (UK only)

12

Section 6: Reward costs (UK only)

12

Section 7: Theft and straying (UK only)

12

Section 8: Boarding fees (UK only)

12

Section 9: Holiday cancellation/curtailment

13

Section 10: Quarantine costs

13

Section 11: Loss of PETS Passport

14

Section 12: Emergency expenses cover abroad

14

Section 13: Repeat tick and worming

14

Cancellation

14

Claims

15

Fraud

16

Complaints procedure

16

Data protection

17

Helplines

18

MIP0105 1019 v1 .0

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LifetimeFlex £2k & £4k

LifetimeFlex £6k & £8k

LifetimeFlex £10k & £12k

365Flex £2.5k

365Flex £5k

MiPet Cover Benefit

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

£10,000 or £12,000 per year

£2,500 per condition

£5,000 per condition

Vet’s fees Choose from

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

Choose between £100-£200

Choose between £100-£200

Choose between £100-£200

Fixed excess (Per condition, per year. In £25 increments)

Variable excess (optional*) Payable in addition to the fixed excess

10%

10% 10% 10%

10%

Death from illness (max age 8)

£1,000

£1,500

£2,000

£500

£750

Death from accident

£1,000

£1,500

£2,000

£500

£750

Advertising

£750

£1,000

£2,000

£500

£750

Reward

£500

£750

£1,000

£500

£750

Loss by theft

£1,000

£1,500

£2,000

£500

£750

Boarding and kennel fees

£750

£1,500

£2,000

£250

£500

Third party liability (Dogs only)

£1M

£2M

£3M

£1M

£1M

Holiday cancellation

£1,000

£1,500

£2,000

£500

£750

Quarantine costs

£500

£750

£1,500

£250

£500

Loss of pet passport

£250

£250

£250

£250

£250

Emergency expenses abroad

£500

£750

£1,000

£250

£500

Repeat tick and worming

£500

£750

£1,000

£250

£500

Helplines

*Once added, it cannot be removed for the lifetime of the policy. Variable excess is compulsory for dogs 6 years + and cats 8 years +.

Lifetime Flex Lifetime policy explanation

365 Flex 12 month policy explanation

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 is fully reinstated and you can continue to claim. Lifetime cover is continually offered as long as your policy remains in force with no breaks in cover, premiums are kept up to date and the insurer offers renewal.

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.

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Illness/illnesses: 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. Recurring and/or on-going illnesses shall be considered as one loss. Such illness being defined as:- a) Clinical manifestations resulting in the same diagnosis (regardless of the number of incidents or areas of the body affected) to which your pet has an on-going predisposition or susceptibility related in any way to the original claim; or b)  Illnesses which are incurable and likely to continue for the remainder of your pet’s life. For illnesses that can have multiple sites or bilateral illnesses such as eyes, ears or legs we shall treat all occurrences of an illness as the same illness and apply just one vet fee limit and charge only one excess. This is the definition as to how benefits are provided under this policy of insurance. If the condition diagnosis by your veterinary surgeon is the same as a previous condition they will be treated as the same condition even if the problem is a different part of your pets body, if your pet has a growth on the left ear which is subsequently found on the right ear both will be treated in benefit terms as the one condition. Benefit limits and the start date for the condition will be from the date that the left ear growth was found irrespective of the time difference between diagnoses. We will always treat the same diagnosis as one condition irrespective of when or where in your pets body the symptoms are found, even where the condition is diagnosed in different legs for the purposes of allocating benefits and deciding the start date for the condition it will be the date that the first symptom was diagnosed. For the avoidance of doubt an illness is taken to start from the date that symptoms are first noticed, by either you or your vet (whichever is the earliest) not the date that an illness is first treated by your vet. 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 the premium has been paid and for which your pet is covered as shown on your policy schedule .

Definitions

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 external event which happens during the period of insurance resulting in physical bodily 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 will be considered commercial breeding and as such we will not insure the pet . In the event that a third or more litter occurs during a period of insurance we will not invite renewal of cover, but will continue to maintain cover previously agreed until the end of that period of insurance. Dental: Any treatment of the teeth gums or mouth. Fixed excess: The amount you are required 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: This policy excludes all pets used for commercial security work or those which have been trained to attack. All cover is excluded for any policyholders who also hold a Security Industry Authority (SIA) licence of any description whilst undertaking the designated activity that the SIA licence allows. Holiday: Means a pleasure trip to a European State or Territory included in the Pet Travel Scheme (PETS) which starts from and ends at your address as shown in your policy schedule . Incident: Any clinical sign of injury or illness in your pet . Injury/injuries: Clinical sign or symptoms of changes in normal healthy state resulting from one individual accident , including directly or indirectly related problems, no matter where these are noticed or occur in or on your pet . Recurring and/or chronic injuries shall be considered as one loss. Such injuries being defined as: a) Clinical manifestations resulting in the same diagnosis (regardless of the number of Injury or areas of the body affected) to which your pet has an on-going predisposition or susceptibility related in any way to the original claim; or b)  Injuries which are incurable and likely to continue for the remainder of your pet’s life; or c) Multiple injuries being caused by or resulting from one accident will be treated as one loss.

Each renewal is the start of a new period of insurance. Pet: The dog or cat specified 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 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. Pet Travel Scheme (PETS): The Government scheme allowing you to take your pet abroad to certain specified countries and re-enter the United Kingdom without the need for your pet to go into quarantine, provided certain criteria have been adhered to. Policy: Your policy wording and most recent policy schedule. Policy wording: This booklet, which contains the terms and conditions of your pet insurance. Policy schedule: This is a document issued by us to you with your policy wording . The policy schedule contains 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 an 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 .

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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 in countries covered by the Pet Travel Scheme (PETS) . We/Us/Our: Insurance Factory Limited acting as administrators for Zenith 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. Zenith 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 . Consumer Insurance (Disclosure and Representations) Act 2012 In entering into this contract you are under a duty to take all care in answering all questions in relation to this insurance honestly and to the best of your knowledge. This includes anything that appears within your policy schedule as well as any information relating to your pet’s medical history. Your failure to take reasonable care to avoid misrepresentation in relation to the information provided could result in your policy being cancelled or your claim being rejected or not fully paid. If you are in any doubt about your duty to take reasonable care not to make a misrepresentation please contact our Customer Services Department on 0808 164 8008 .

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. 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

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the additional or higher benefit limits will not apply if the condition signs or symptoms started before the transfer date. If you transfer your pet to a plan with lower benefit limits, the higher benefit limit will no longer apply to any claims you are currently making. In cases where the cover is increased, any illness or injury in existence prior to the change in cover level will be covered under the terms applicable when the condition first started. Should you choose to decrease your cover level all existing conditions will be subject to the new lower policy terms. Dual insurance If at the time of any incident which results in a claim under this policy , there is another insurance covering the same injury , illness , bodily injury , death, damage, destruction, expense, or liability we will not pay

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, registered at 45 Westerham Road, Sevenoaks, Kent TN13 2QB and the insurance is underwritten by Zenith 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). The law applicable to this policy You and we are free to choose the law applicable to the policy , but in the absence of agreement, to the contrary the law of the country in which you are resident at the time of the contract will apply. If you are not resident in the United Kingdom, the law which will apply will be the law of England and Wales and by purchasing this policy you have

compensation unless that cover has been exhausted. 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). General conditions applicable to all policy sections You must comply with and agree to the following conditions to have the full protection of your policy . If you do not follow these conditions we may cancel your policy ; refuse to deal with your claim; or reduce the amount of any claim payment. 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 conditio n. 2. Your pet has never shown aggressive tendencies and has not been trained to attack. 3. You must be the owner of the pet 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. 4. Your pet must be named on the policy schedule . 5. 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. 6. You must contact us as soon as you become aware of any circumstances that could result in a claim. 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

agreed to this. 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. Territorial limits This policy is valid in the UK and includes cover while you travel on holiday with your pet in the UK and Republic of Ireland for up to 30 days in each period of insurance . It also provides cover while you travel on holiday with your pet in the European Union States and Territories included in the Government’s Pet Travel Scheme (PETS ) 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 . 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. Mid-term policy changes In the event of a change in your pet details or your details we will amend the premium for the rest of the period of insurance . Upgrades or downgrades in cover level We do not allow changes in cover level in the policy year, should you decide to change the level of cover this can only be done at renewal. If you transfer y our Pet to a plan with additional or higher benefit limits,

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vet supervision.

(amendment) Act 1992, Republic of Ireland or contravention of the Dogs (Protection of Livestock) Act 1953. 11. The cost and compensation for euthanasia of your pet under 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. You breaking the United Kingdom or Republic of Ireland laws, or regulations, including those relating to animal health or importation. 13. Malicious or wilful injury or gross negligence to your pet caused by you , your agents, employees, or members of your family. 14. Any medication or treatment not recommended by a vet . 15. 15. Any dog that is an, American Pit Bull Terrier, Dogo Argentino, Fila Braziliero, Japanese Tosa, Perro de Presa Canario, Pit Bull, Pit Bull Terrier, wolf or wolf hybrid, or a dog 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 dog crossed with any of these. 16. The recurrence or continuation of illness or disease from which your pet previously suffered arising prior to or within 14 days of the start of this insurance. 17. The recurrence or continuation of an injury or disease resulting from an injury from which your pet previously suffered arising prior to or within 24 hours of the start of this insurance. 18. Your pet being used for commercial breeding purposes, guarding , track racing, coursing, or used in connection with any business, trade, profession, or occupation. 19. Any loss due to variations in exchange rates of any and every description. 20. Where fraud has been committed against us or where false information has been provided to us . 21. Any liability where you are entitled to cover or benefit under any other insurance unless that cover is exhausted. 22. Any infringement of UK animal health and importation legislation. 23. Any pet sold or where any financial interest whatsoever is parted with by you , whether temporarily or permanently. 24. Any claim under Section 3 – Death of your pet ( illness ) for dogs or cats aged 8 and above. 25. Liability in respect of pollution or contamination of buildings or other structures or of water or land or the atmosphere unless directly 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.

8. Furthermore there is no cover provided for these diseases in the event that the required vaccinations have not been administered to your pet by a vet . 9. Homeopathic vaccines are not acceptable. 10. 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. 11. 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. 12. You agree that your current and/or previous vet may release all information or records regarding your pet to us or our agent and that we may release information about your policy to any vet who has either treated your pet or is about to treat your pet . If the vet charges you for this information you will be responsible for the costs. 13. If there is a disagreement between your vet and our vet , an independent vet mutually agreed upon by both sides will be appointed and act as arbiter, whose decision both you and we must keep to. 14. You agree that we may take over any claim and deal with it in your name. 15. We will not make any payment for any claim covered by other insurance until that cover has been exhausted. 16. You agree to observe 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. General exclusions applicable to all policy sections We will have no liability for: 1. Any claims for a pet not named in the policy schedule. 2. Any claims made for any event, accident, illness, incident, or injury that happens outside of the period of insurance. 3. 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. 4. Any claims for a pet under the age of eight weeks . 5. Any claims under any section of cover where the premium has not been paid. 6. Any claims arising outside the territorial limits of the United Kingdom and the Member Countries of the Pet Travel Scheme (PETS) (excluding long haul countries as defined by DEFRA). 7. Claims arising 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. 8. Claims arising due to ionising radiations or contamination by radioactivity from any fuel or from any nuclear waste from the combustion of nuclear fuel. 9. Claims arising due to the radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component of such assembly. 10. The confiscation or destruction of your pet by Government or Public Authorities, or under the Animals Act 1971 United Kingdom and the Control of Dogs Act 1986 and Control of Dogs

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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 under the Pet Travel Scheme (PETS) whilst temporarily located in any European member country of the Pet Travel Scheme (PETS) (EU countries only as defined by DEFRA), 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 What is not covered? 1. Policy excess, this is shown on your policy schedule . i. The fixed excess 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 .

Section 1: Veterinary fees

What is covered?

Cover level - 365Flex We will pay you for all customary 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. 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 deduct 53p a tin or £1.00 per kilo for dry food as your normal feeding costs for your pet. 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 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

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.

i.

i.

i.

2. For 365Flex policies, any treatment where the policy limit per injury or illness has been reached. 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 lapsed/expired. 6. Any illness arising prior to or within the first 14 days of the inception date of the insurance or pre-existing condition. 7. Any accident or injury arising prior to or within 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. 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 :

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.

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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 complications 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, regardless of your personal circumstances. 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 regardless of your personal circumstances. 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 claim for any form of housing, cage, or bedding needed for the treatment or wellbeing of your pet. 23. 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. 24. Any charge for surgical equipment that can be used more than once. 25. Any fee charged by your vet to complete the claim form or any ancillary administration fees including but not limited to dispensing fees, late payment fees, claim form completion fees, administration referral fees to specialist vets, or referral fees and x-ray referral fees. 26. 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.

27. 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 . 28. Any treatment administered outside the period of insurance . 29. 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). 30. 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. 31. The cost of any treatment , or complications 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. 32. 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. 33. Complementary treatments that are not carried out under the direction of a vet or listed therapist and previously authorised by us . 34. 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 . 35. 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 . 36. 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. 37. Fees resulting from an injury or illness that is excluded on your policy schedule. 38. 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. 39. Any claim as a result of a ‘notifiable’ disease (as defined by DEFRA) e.g. rabies. 40. Any post mortem costs. 41. Any charges in respect of disposal, cremation, or burial of your pet. 42. 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.

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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 overseas 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 in a European Member Country of the Pet Travel Scheme (PETS) , 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. We will forward to you a claim form for completion. This form must be returned 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 complete the claim form, provide medical history and supply us with the supporting invoices. We will not pay for the vet to do this. The claim form and invoices along with a full clinical history must be returned to us within 60 days of the pet receiving the treatment or as soon as possible thereafter. Please make sure that the form is signed by both you and your vet and that it is 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 form and supply us with the supporting invoices on each occasion that treatmen t 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 form for the initial costs. We will not normally be able to assess the claim form 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. Policyholders who are veterinary surgeons or staff If you are a veterinary surgeon , you may treat your own pet but another vet must countersign the claim form confirming the treatment has gone ahead. The same applies if you are a vet nurse, you cannot complete your own claim form. Policyholders who are veter countersign the claim form confirming the treatment has gone ahead. The same applies if you are a vet nurse, you cannot complete your own claim form. 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 household. 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 household 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 no legal liability is established. 4. Claims within 24 hours of the commencement of your policy . 5. Compensation or legal costs 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 . 6. Compensation or legal costs 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. Compensation or legal costs 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.

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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. Compensation or legal costs where the injury or damage was caused by the deliberate acts or omissions of you or members of your family. 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 other liability policy (including your household insurance) unless that cover has been exhausted. 20. Any claim costs in excess of the policy limit under this section of your policy. 21. Any amount in excess of £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 rise to a claim. 2. You must not admit to anyone that your pet was at fault, offer any compensation, make a payment, or try to negotiate. 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 or assist us to establish the full circumstances of an incident, provide written statements and go to court if necessary. 5. We may pay a reasonable amount for the compensation and costs which will release us from any more payments under this policy . 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 disclosing 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).

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 alleviate incurable and inhumane 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. If your pet dies from an accident . 2. If the death is a result of 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 or older in the case of dogs or 8 years or older for cats. 5. If 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. If you are not able to provide us with confirmation from your vet or statement from an independent witness.

Section 4: Death of your pet (injury) (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 alleviate incurable and inhumane 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.

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