Please note that calls may be monitored or recorded for training and quality purposes. Claim form completion We will never guarantee payment of a claim over the telephone. If you want to make a claim you must complete your sections of the claim form and for veterinary fees , arrange for your vet to fill in their part along with a full medical history and return to us within 60 days of the pet receiving the treatment or as soon as possible thereafter. For death claims we will additionally require the original purchase receipt, vet’s death confirmation, or independent witness statement. We only accept invoices that are on a veterinary practice headed paper and contain VAT amounts and a VAT number if your vet is VAT registered. Financial and treatment histories headed “Insurance report” or similar are not acceptable. You will be responsible for any costs charged for the completion of the form. If all or part of your claim cannot be paid we will tell you in writing. Send your claim form and supporting documents to:
this policy wording under the Consumer insurance (Disclosure and Representations) Act 2012 section. 3. You have failed to give your help or provide information when we a re entitled to request your help in dealing with a claim or with the running of this policy. 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 suspect fraud; or 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. Your last given address may include an email address given by you to accept mail. I’m having financial difficulty If you are paying for this insurance monthly and you think you may be unable to meet your regular policy payments, please contact us as soon as possible. We have specialists on hand who can agree how best we can help with your financial situation. There are several ways we may be able to help, including moving your payment dates. Don’t wait until you miss a payment as we can help you in advance. We ask that you don’t cancel your payments or direct debits as this can result in your policy being cancelled and we don’t want you to be left uninsured, please get in touch with us as soon as you can. If you’re paying annually, please review your cover and check that it meets your requirements, and again, please contact us to discuss how we can help you. Additional financial help is available externally from Money Helper which is a free service provided by the Money and Pensions Service: www.moneyhelper.org.uk/debt-advice-locator. 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 explain clearly and concisely the reason for your complaint. Step one – Initiating your complaint: Does your complaint relate to: A: your policy ? B: a claim on your policy ? If A, you need to contact the customer service team on 0808 164 8008 and state your complaint. If B, you need to contact whoever is currently dealing with your claim by calling the claims team on 0808 164 8001 and state your complaint. In either case, if you wish to provide written details, the following checklist has been prepared for you to use when drafting your letter. • Head your letter ‘Pet insurance COMPLAINT’. • Give your full name, post code and contact telephone number(s). • Advise them that you have a MiPet Cover Pet Insurance policy and quote your policy and/or claim number. • Explain clearly and concisely the reason(s) for your complaint. The letter should be sent to the Complaints Manager at the following address:
Fraud
It is unfortunate that with all types of insurance, fraud and attempted fraud can occur. We employ sophisticated fraud detection and prevention techniques to ensure we only pay out on genuine claims. By doing this we are protecting the interest of all policyholders and are able to offer a comprehensive policy with competitive premiums. You must not act in a fraudulent manner. If you or anyone acting for you : • Make a claim under the policy knowing the claim to be false or fraudulently exaggerated in any respect. • Make a statement in support of a claim knowing the statement to be false in any respect. • Submit a document in support of a claim knowing the document to be forged or false in any respect. • Make a claim in respect of any loss or damage caused by you on purpose or you knew it was caused on purpose . Then: 3. We shall not pay the claim. 4. We shall not pay any other claim which has been or will be made under the policy. 5. We will immediately cancel this and all other policies you have with us . 6. We may ask you to return the amount of any claim already paid under the policy since the last renewal date. 7. We will not give back premium already paid. 8. We may inform the police of the circumstances. Preventing fraud We and/or our agents, along with other insurers pass information to fraud prevention and credit reference agencies. We may pass your details to the Claims and Underwriting Exchange Register run by the Motor Insurers’ Bureau and Insurance Hunter, a central insurance anti-fraud system and other databases, to which other insurers may have access.
MiPet Cover Pet Insurance 2nd Floor, 5000 Lakeside
North Harbour Western Road Portsmouth PO6 3EN Subject to policy terms and conditions we will pay your claim if the claim form is correct and complete: 1. When we have all the information we need to. 2. When we are sure that the claim is covered. 3. When any legal action or other action has been settled. If it is more convenient and your vet agrees, we can pay claims directly to your vet , after deductions. You can tell us to do this when you make a claim. We will not pay veterinary fees directly to anyone who is not a vet . If you have asked us to pay your vet we will send payment directly to your vet and if there is any amount other than the fixed excess and 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 not covered under this policy . If we have made any overpayment regarding claim settlements, we will contact you to discuss the best way for that money to be paid back to us . If any liability under this insurance is covered by any other insurance policy we will not pay any claims until that cover is exhausted. Following a claim we may try to get back any money we have paid from the person(s) that injured your pet. Data consent When dealing with any claim we may have to do the following which we must ask you to agree to: 1. Ask your current or previous veterinary practice, specialist, breeder or rescue centre for details about your pet which relate to the claim you have made. If the vet charges for this information, you will be responsible for the costs. 2. Transfer details of your claim between us and your veterinary practice using a third party system by electronic means.
MiPet Cover Pet Insurance 2nd Floor, 5000 Lakeside
North Harbour Western Road Portsmouth PO6 3EN
We will acknowledge your complaint promptly, normally within five days unless exceptional circumstances apply. The Complaints department will investigate your complaint impartially taking into account all relevant factors and will provide you with a written response to your complaint within eight weeks. It is expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied, or if you have not heard from us within 8 weeks, you can take the issue further: Step two - The Financial Ombudsman Service If we have given you our final response, or if you have not heard from us within 8 weeks, or if you are still not satisfied you may refer your case to the Financial Ombudsman Service (FOS). The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after you have been provided with written confirmation that all internal complaints procedures have been exhausted. Insurance Division Financial Ombudsman Service Exchange Tower, Harbour exchange square London, E14 9SR Tel: 0300 123 9123 Fax: 020 7964 1001 Please note that you have six months from the date of the final response in which to refer your complaint to the Ombudsman. Referral to the Ombudsman will not affect your right to take legal action. Our promise to you :
Complaints procedure
We are committed to providing you with an exceptional level of service and customer care. We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens we want to hear about it so that we can try to put things right. Although it can help to make complaints in writing we are happy to receive complaints communications in whatever form or medium is appropriate for your circumstances. Who to contact The most important factors in getting your complaint dealt with as quickly and efficiently as possible are to be sure you are talking to the right person, and that you are giving them the right information. When you contact them please give them your name and a contact telephone number. Please quote your policy and/or claim number and the type of policy you hold.
We will acknowledge all complaints promptly. We will investigate quickly and thoroughly.
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