LifetimeFlex and 365Flex Policy Document

6. Where you use threatening or abusive behaviour towards a member of our staff or a member of staff of your vet or our supplier. We will do this by giving notice in writing to your last address notified to us. We have the right to terminate this policy with immediate effect in the event that your premium is not received ten days after the due date. Claims If your vet and our vet disagree about any veterinary issues connected to your claim we may appoint another vet as an independent expert that we both agree to use and whose decision we both agree to accept. In the event of any possible claim under any sections of this insurance you must notify us as soon as possible and no later than 60 days after discovery of any possible incident likely to result in a claim. Telephone: 0808 164 8001 If you do not contact us within 60 days of discovery of the incident and this prejudices our ability to verify the claim then, other than in exceptional circumstances, we will be unable to deal with your claim. You do not need to contact us before any treatment begins except for alternative medicine or complementary treatment . We will require your policy number when you call so please have this ready. Please note that calls may be monitored or recorded to assist with training and for quality control purposes.

If a claim has been submitted or there has been any incident likely to give rise to a claim during the current period of insurance no premium refund will be given. We can cancel this policy if there are serious grounds to do so, for example: 1. Where we have been unable to collect a premium payment (payment terms including the procedures in the event of non- payment of the premium will have been agreed between you and us when you took out this policy ); or 2. You have failed to take reasonable care in providing information in relation to this insurance as required by General Condition 1 of this policy ; or 3. You have failed to co-operate or provide information and assistance in relation to any claim under this policy or with regards to the administration or operation of this policy ; or 4. Where you fail to take your pet for annual check-ups and keep your pet vaccinated against distemper, hepatitis, leptospirosis and parvovirus in the case of dogs; against feline infectious enteritis, feline influenza, feline herpes virus, feline calicivirus and feline leukaemia in the case of cats; and as advised by your vet in accordance with General Conditions 7 of this policy ; or 5. Where we have grounds to suspect fraud; or

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