Everything you

need to know

Your Covered For Life®

Classic/Ultimate Effective from
23rd February 2018
Pet Insurance Policy Booklet This booklet contains:
Please read in conjunction with your • Your Terms and Conditions
Certifi cates of Insurance and Insurance • Demands and Needs - who
is this product suitable for?
Product Information Document (IPID) • Fair Processing Notice -
to understand the cover for your pet How we use personal data

Every pet deserves

 Welcome
Thank you for insuring with Petplan, we’re delighted you and
your pet are part of the family.

As the UK’s No.1 pet insurer, we know that owning a pet is full
of highs and lows. It’s a journey we like to call Pethood, and
we’re going to be there to support you and your pet on this
journey, with personalised advice and handy tips from pet
experts and fellow pet owners.

And, if the unexpected happens and you need to make a claim,

rest assured we will make it quick and easy for you, so you can
focus on your pet’s treatment and recovery.

This booklet details the cover your policy provides. Remember,

with your Covered For Life® policy the Veterinary Fees are
refreshed each year, so you can relax knowing you’ll have help
with the cost of unexpected veterinary treatment year after
year for as long as it’s needed, if you renew your policy without
a break and continue paying your premiums.

Wishing you and your pet a happy and healthy year ahead.

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Contents:
Demands and Needs - Who is this product suitable for? 4
Terms and Conditions 4
Definitions 4
General conditions that apply to all sections of your policy 6
Veterinary Fees 8
Complementary Treatment 8
Death from Injury 13
Death from Illness 13
Theft or Straying 13
Advertising and Reward 14
Third Party Liability (this section only applies for dogs) 15
Boarding Fees 16
Holiday Cancellation 17
Emergency Repatriation 17
Quarantine Expenses and Loss of Documents 17
Lawphone Legal Advice Helpline 18
General exclusions that apply to all sections of your policy 19
Fraud 19
Claiming 19
Making a complaint 21
Financial Services Compensation Scheme 21
Fair Processing Notice – How we use personal data 22
How to contact us 24

Please contact us if you require a copy of the Policy Booklet in large print or Braille

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 Petplan does not provide advice or any personal recommendation about the insurance
products offered

Demands and Needs – who is this product suitable for?

This product meets the demands and needs of a pet owner who wants cover for the ongoing costs
of veterinary treatment, for illnesses and injuries, over the life of their pet.

Your Pet Insurance - Terms and Conditions

Written in Plain English

The details of your pet’s cover are shown in these Terms and Conditions. Your policy may not include the
Death from Injury and/or Death from Illness sections of cover. These are only included if they’re shown on
your Certificates of Insurance. For cats, your policy does not include the Third Party Liability section of cover.
It’s important that you check your pet’s cover and contact us as soon as possible if it is not as expected.
These Terms and Conditions are part of your insurance contract. The other parts are your Certificates of Insurance
and your application. To understand exactly what your insurance contract covers you must read your Certificates of
Insurance and Insurance Product Information Document, together with these policy Terms and Conditions.

Definitions
These definitions apply throughout the Terms and Conditions. Where we explain what a word means, that word
appears in bold print and wherever used it has the meaning stated in this section.
Certificates of Insurance: The documents we provide which are titled Certificate of Insurance Policy Details and
Certificate of Insurance Animal Details.
Clinical sign(s): A change(s) in your pet’s normal healthy state, bodily functions or behaviour.
EU countries: All countries which are members of the European Union. This is Austria, Belgium,
Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland,
France, Germany,Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,
Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
Family: • Your partner, who is your husband, wife, civil partner, girlfriend, boyfriend or other life
partner,
• Your, or your partner’s, child and/or step-child, and
• Your, or your partner’s, parent, grandparent, grandson, granddaughter, brother and/or
sister (including any step-sibling).
Home: The place in the UK where you and your pet usually live.
Hydrotherapy: Any treatment of injury and illness, with, or in, water, including swimming in a pool and
the use of a water treadmill.
Illness, illnesses: Any change(s) to a normal healthy state, sickness, disease, defects and abnormalities,
including defects and abnormalities your pet was born with or were passed on by his/her
parents.
Illness which starts in the • Any illness that showed clinical signs in the first 14 days of a) your pet’s first policy
first 14 days of cover: year, or b) the section being added to your insurance.
• Any illness that has the same diagnosis or clinical signs, as an illness that showed
clinical signs, in the first 14 days of a) your pet’s first policy year, or b) the section
being added to your insurance.
• Any illness that is caused by, relates to, or results from, a clinical sign that was
noticed in the first 14 days of a) your pet’s first policy year, or b) the section being
added to your insurance.
• Any illness that is caused by, relates to, or results from an illness that showed clinical
signs, in the first 14 days of a) your pet’s first policy year, or b) the section being
added to your insurance.
This applies in all cases regardless of whether the clinical signs present in the same or
different parts of your pet’s body.
Immediate family: • Your partner, who is your husband, wife, civil partner, girlfriend, boyfriend or other life
partner,
• Your, or your partner’s, child and step-child, and/or
4 • Your, or your partner’s, parent.
Injury, injured, injuries: Physical damage or trauma caused immediately by an accident. Not any physical
damage or trauma that happens over a period of time.
Journey: Travel within the UK and the other EU countries.
Market value: The price generally paid for an animal of the same age, breed, pedigree, sex and
breeding ability at the time you took ownership of your pet.
Maximum benefit: The most we will pay during the policy year as shown on your Certificates of
Insurance.
Member of a veterinary Any person legally employed by a veterinary practice under a contract of employment.
practice:
Personal circumstances: Circumstances about you, your family or your pet which you have limited or no control
over. Examples of personal circumstances are (but not limited to) a lack of transport,
your pet’s size or behaviour, your home environment, your or your family’s working
hours, your child-care arrangements, your family’s other commitments etc.
Pet passport: The pet passport issued for your pet under the terms of the Pet Travel Scheme (PETS).
Pet Travel Scheme (PETS): A government system which allows people in the UK to take their pets to certain
countries and bring them back again without the need for quarantine.
Policy year: The time during which we provide cover as shown on your Certificates of Insurance.
This is normally 12 months but can be less if your pet has been added to, or cancelled
from, your insurance.
Pre-existing condition: • Any injury or illness that happened or first showed clinical signs before a) your pet’s
cover started or b) the section was added to your insurance.
• Any injury or illness that has the same diagnosis as an injury, illness or clinical sign
your pet had before a) your pet’s cover started or b) the section was added to your
insurance.
• Any injury or illness that has the same clinical signs as an injury, illness or clinical
sign your pet had before a) your pet’s cover started or b) the section was added to
your insurance.
• Any injury or illness that is caused by, relates to, or results from, an injury, illness or
clinical sign your pet had before a) your pet’s cover started, or b) the section was
added to your insurance.
This applies in all cases regardless of whether:
- The injury or illness presents in the same, or different parts of your pet’s body.
- You knew, when starting cover for your pet, that you would need to make a claim for
the clinical sign/injury/illness.
- We place an exclusion for the clinical sign/injury/illness.
Select breeds: Please refer to the ‘select breed’ section on your Certificates of Insurance to find out if
your pet is a select breed.
Therapist: Any person who is a member of one of the associations/organisations listed in the ‘Who
needs to carry out Veterinary Fees and Complementary Treatment?’ section on page 12.
UK: The United Kingdom, the Isle of Man and the Channel Islands.
Vet: In the UK - a Veterinary Surgeon who is registered with the RCVS (Royal College of
Veterinary Surgeons). In the other EU countries – a fully qualified Veterinary Surgeon
registered in the country where he/she practices.
Veterinary treatment: The cost of the following when required to treat injury and illness:
• Any examination, consultation, advice, diagnostic procedure, surgery and nursing
carried out by a vet, a veterinary nurse or another member of a veterinary practice
under the supervision of a vet, and
• Any medication legally prescribed by a vet.
We, us, our: Allianz Insurance plc.
You, your: The person named on your Certificates of Insurance.
Your dog(s): The dog(s) named on your Certificates of Insurance.
Your pet(s): The dog(s) or cat(s) named on your Certificates of Insurance.

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 General conditions that apply to all sections of your policy
You must keep to these conditions to have the full protection of your policy. If you do not, and the condition you have not
kept to relates to a claim, we can refuse the claim.
1. Precautions or any illness that showed clinical signs, before your
Throughout the policy year you must take all cover started. This is regardless of whether:
reasonable steps to: • You knew at the time of taking cover that you would
• Maintain your pet’s health. need to make a claim for the clinical sign, injury or
• Provide a secure and safe environment for your pet illness.
to prevent injury, illness, theft or straying. • We place an exclusion for the injury/illness
• Control your pet to prevent injury to a person or • We remove any exclusion (as in point 6 below).
another animal and damage or destruction to any For further details please read the definition
property. ‘pre-existing condition’.
If we state that you have not taken reasonable steps 6. Extra exclusions that can apply to the cover for
and you disagree, we can appoint an independent your pet
national welfare organisation or vet, mutually agreed We can place exclusions on your policy at the start of
upon for their opinion. If you ask for this to be done, your cover based on your pet’s veterinary history and
you agree to accept the independent opinion and we your answers to our questions. We can also place
will also do the same. We will pay any costs relating to exclusions during the policy year but we can only do
this. this if we find out, that when we asked during your
2. Providing routine care – what you need to do application, you did not tell us about something or you
You must make sure the following care is provided for provided us with inaccurate information (regardless
your pet: of whether or not you thought it was accurate at the
• Dental care – your pet must have a dental time). In these cases the exclusion(s) will be placed
examination by a vet at least once every 12 months. back to the start of your policy.
Any treatment recommended as a result of this An exclusion is a condition, group of conditions or
examination must be carried out within 3 months of event which is usually covered under the policy,
the examination taking place. but isn’t for your pet. Exclusions are in addition to
• Preventative actions – you must take any actions what is stated as not covered within these Terms
normally recommended by a vet to prevent or and Conditions. Any specific exclusions on the cover
reduce the risk of injury/illness. Examples of this for your pet are shown on your Certificates of
are (but not limited to) regular worming and flea Insurance. Your policy does not cover any claim that
treatments and providing a healthy diet. results from an injury, illness or incident which falls
• Vaccinations – your pet must be kept vaccinated under any exclusion placed on your policy. Some
against: exclusions are temporary and on your request may be
For dogs - distemper, hepatitis, leptospirosis and removed by us providing certain criteria are met. If you
parvovirus. would like to discuss any exclusions on your policy
For cats - feline infectious enteritis, feline leukaemia please contact us. Please also read point 12b) in this
and cat flu. section which explains when we can limit or remove
If not, we will not cover any amount for the illness Third Party Liability cover at renewal.
which has not been vaccinated against.
7. If your pet shows signs of an illness within 14
3. Providing timely veterinary attention days of your cover starting
If your pet is unwell and shows signs of an injury/ Your policy does not cover any illness that shows
illness you must arrange for a vet to examine and clinical signs in the first 14 days of your cover
treat your pet as soon as possible. You must follow starting. This only applies in your first policy year and
any advice the vet gives; if you do not, any claim does not apply when you renew your policy with us.
relating to that injury/illness will not be covered by the For further details please read the definition ‘illness
policy. which starts in the first 14 days of cover’.
If there is a delay in arranging veterinary treatment 8. If your pet is missing when the policy is taken
and we believe this resulted in additional costs, we If your pet is missing when you first take your policy,
will not pay the additional costs. If we state the delay the cover under this policy will not start until you are
resulted in additional costs and you disagree, we can reunited with your pet and any incident, injury or
appoint an independent vet, mutually agreed upon for illness which occurs before you are reunited will not
their opinion. If you ask for this to be done, you agree be covered by your policy.
to accept the independent opinion and we will also do
the same. We will pay any costs relating to this. 9. Providing information
You agree:
4. Ownership of your pet and your residence
a) You must be the owner of your pet. Your cover will
• To give us any information and documents we ask
for to administer your policy and deal with your
stop immediately if ownership is transferred to claim.
another person or organisation.
b) You and your pet must live in the UK at the
• That any vet or therapist has your permission to
give us any information we ask for about your pet.
address shown on your Certificates of Insurance. If a charge is made for this, you must pay the charge.
If your address, or the address of your pet,
changes you must tell us as soon as possible as 10. Paying your premium
this can affect the cover we provide. a) Your pet is only covered under this policy if
you pay the premium. If you pay by Direct Debit
5. If your pet was unwell before your cover started instalments and you miss an instalment, you must
Your policy will never cover any injury that happened, pay the outstanding amount within the timescales
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 stated in the reminders we send you . If you do not, veterinary nurse you cannot complete the veterinary
we will cancel your policy back to the last day you practice part of your own claim form.
have paid for cover. All cover for your pet will stop 17. Claim decisions over the telephone
from that date and no further claims will be paid. We will not guarantee on the phone if we will pay a
b) When we settle your claim, if there are any claim. Once we have received a fully completed claim
premiums overdue, we will deduct the outstanding form and all of the supporting information, we will
amount from the claim payment. assess your claim and only then will we be able to let
11. Renewing your policy you know if we will pay the claim. Information about
Your policy is in force for 12 months providing you making a claim can be found on page 20.
continue to pay your premium. Every 12 months you 18. Other insurances
need to renew this insurance contract to continue with We will not make any payment for any claim that
your cover. We will contact you before your renewal results from an incident covered by any other
date with full details of your premium, excesses, policy insurance. If there is any other insurance under which
coverage and Terms and Conditions for the next you are entitled to make a claim you must report the
policy year. If you pay your premium by Direct Debit incident to that insurance company and tell us their
instalment, when your policy is due for renewal we name and address and your policy and claim number
will renew it for you automatically. If you do not want with them.
to renew your policy you need to let us know before
your renewal date. If you pay by any other means, 19. Legal rights against another person
you need to contact us to confirm you want to renew If you have any legal rights against another person in
your policy and to pay your premium. relation to your claim, we can take legal action against
them in your name at our expense. You must give
12. The changes we can make at the renewal of your us all the help you can and provide any documents
policy related to the claim that we ask for.
a) At renewal of your policy we can change the:
• Premium, 20. Cover outside of the UK
• Excesses that you pay, and/or a) All sections of your policy provide cover when your
• Terms and Conditions of your policy. pet is in the UK; the following sections also provide
We will always tell you before your renewal date of cover when your pet is outside of the UK in one of
any changes so you can consider if your policy still the other EU countries - Veterinary Fees,
meets your needs. Advertising and Reward, Emergency Repatriation,
b) For dogs, at renewal we can limit or remove Quarantine Expenses and Loss of Documents and
Third Party Liability cover based on a review of Holiday Cancellation. For these sections, your
your dog’s behaviour. For example (but not limited pet is covered outside the UK for 90 days in each
to) any aggressive tendencies shown, any incidents policy year. If your pet will be outside the UK for
where your dog has caused injury to a person/ longer than this you must let us know as soon as
another animal or any health conditions which can possible as this can affect the cover we provide.
affect how your dog behaves. Third Party Liability b) When your pet is outside the UK you must follow
cover is not provided for any cat. the conditions of the Pet Travel Scheme (PETS).
Full details of the Pet Travel Scheme (PETS) can
13. The changes we can make during the policy year be found on the Defra website www.defra.gov.uk
Changes will only be made to your policy at renewal. or you can call the Defra Pet Travel Scheme
We will not change the cover we provide for your pet (PETS) Helpline on 0370 241 1710.
during the policy year, unless: c) You must not take your pet outside of the UK if a
• You decide to change your pet’s cover. vet has advised against it. If you do, your pet will
• You did not tell us about something when we not be covered when outside of the UK.
previously asked. d) When your pet is outside of the UK if any
• You provided us with inaccurate information when government or public authority puts restrictions on
previously asked, regardless of whether or not you him/her, we will not pay any costs relating to this.
thought it was accurate at the time. e) All claim forms and supporting documentation
14. Keeping us informed of certain information must be written in English. It is your responsibility to
Throughout your policy you need to tell us about provide this and to pay for any translation costs.
certain information. The things you need to tell us f) If your pet moves out of the UK to live in another
about are detailed in your Certificates of Insurance country you must tell us as soon as possible. Your
and it’s important you check any new documents we cover will stop on the day your pet leaves the UK.
send to understand the information we need. If you do 21. Jurisdiction
not provide us with the full and accurate information it a) The laws of England and Wales apply to this
can result in a claim not being paid or affect the cover insurance contract.
we provide. b) Unless we agree otherwise, the language of the
15. Upgrading cover policy and all communications relating to it will be in
If a higher plan is available for your pet you can apply English.
for an upgrade at renewal of your policy. The upgrade 22. When you can cancel your policy
is not guaranteed and we will let you know if we can You can cancel your policy at any time. If you cancel
offer the higher plan once we have reviewed your this policy in the first 14 days:
pet’s veterinary history. • Of your first policy year - we will refund all of the
16. If you are a member of veterinary staff premium you have paid.
If you are a vet, you can treat your pet but another • After your renewal date - we will refund any premium
vet must countersign the claim form. If you are a you have paid for cover after that renewal date.
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 If you cancel at any other time, we will refund your premiums. For details on this please read point
any amount you have paid for cover after the 10 in this section - ‘Paying your premium’.
cancellation date. 24. Cover following cancellation of a policy or
23. When we can cancel your policy removal of a section
We can cancel your policy at any time if you have a) If a section of cover is removed from your policy
been dishonest or fraudulent in any dealings with us (by you or us) all cover in that section stops on the
or if your vet or a welfare organisation advises us that date the section is removed.
you have been negligent towards your pet. We will b) If your policy is cancelled or comes to an end for
give you 7 days’ notice in writing to the address on any reason, all cover for your pet will stop on the
your Certificates of Insurance and will refund any date the policy is cancelled/ends and no further
amount you have paid for cover after the cancellation claims will be paid.
date. We can also cancel your policy if you do not pay

Cover
At Petplan, we’re proud of the insurance we provide for pets – in fact, our reputation for first class cover is one of
the reasons we’re trusted by more pet owners to insure their pet’s than any other provider. In return for the correct
premium, we will provide cover for the following sections if they are shown on your Certificates of Insurance.
Our Covered For Life promise
You have chosen a Covered For Life policy which means we will provide ongoing cover for illnesses and injuries,
year after year. To benefit from this ongoing cover you must keep paying your premiums and renew your policy with
us every 12 months (without any break in cover).

Veterinary Fees Complementary Treatment

Cover in this section applies when your pet is in Cover in this section applies when your pet is in
the UK and the other EU countries the UK only
What we will pay What we will pay
The cost of veterinary treatment your pet has The cost of any examination, consultation, advice,
received during the policy year to treat injury and test and legally prescribed medication for the
illness. following, when carried out for your pet during
This section also covers treatment of a behavioural the policy year, to treat injury and illness:
illness and physiotherapy needed to treat injury • Acupuncture
and illness (for the purpose of this insurance, • Chiropractic manipulation
physiotherapy does not include any form of • Herbal medicine
hydrotherapy). • Homeopathy
• Hydrotherapy – we will cover 10 sessions for
each injury and illness. You must read point 3
on page 9 to understand this session limit.
• Osteopathy
A vet must refer your pet for the treatment and
confirm to us when you claim that it is required to
treat the injury or illness.

To be covered under the policy, the treatments under both sections must be carried out by a person
holding certain qualifications or membership of certain organisations. Full details can be found on
page 12 in ‘Who needs to carry out Veterinary Fees and Complementary Treatment?’.

Our Covered For Life promise

We will provide ongoing cover for illnesses and claim for each section, in each policy year, is shown
injuries, year after year, providing you continue to on your Certificates of Insurance. Every 12 months,
pay your premium and renew your policy each year if you renew your policy, the maximum benefits are
(without any break in cover). Your policy provides replenished and you will again have the full amounts
an amount of money in each policy year for you to to claim from in the next policy year. If your cover is
claim for all illnesses and injuries. This is called the cancelled or stops for any reason (including when the
maximum benefit. You have one maximum benefit premiums are not paid), all cover for your pet will end
for Veterinary Fees and a separate maximum benefit and no further claims will be paid.
for Complementary Treatment. The amount you can

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What you pay – your excess
Both the Veterinary Fees and Complementary Treatment sections have excesses. The excesses are the amounts
you pay when you claim and these are deducted from your claim settlement(s). The excesses you pay under these
sections are explained on your Certificates of Insurance.
What we will not pay under Veterinary Fees and Complementary Treatment
1. The cost of any treatment for a pre-existing condition. 8. The cost of any charges made for the completion
2. The cost of any treatment for an illness which starts of claim forms or the cost of any supporting
in the first 14 days of cover. documentation needed as part of your claim.
3. The cost of any treatment to prevent injury or illness. 9. The cost of any treatment in connection with false
4. The cost of any treatment, diagnostic or procedure that pregnancy if your pet has received veterinary
you choose to have carried out, which: treatment for more than 2 episodes of false pregnancy.
• The vet confirms is not necessary, or 10. The cost of surgical items that can be used more than
• Is not related to an injury or illness. once.
We will also not pay for any complications that arise 11. The cost of a post-mortem examination and/or report.
from these treatments/procedures. 12. The cost of transplant surgery, including any pre- and
5. The cost of killing and controlling fleas and the cost of post-operative care.
general health improvers. 13. The cost of transporting your pet, including any costs
6. The cost of any treatment in connection with breeding, to get your pet to, or from, any veterinary practice.
pregnancy or giving birth.
7. The cost of treating any injury or illness deliberately
caused by you or anyone living with you, or when
outside the UK, anyone travelling with you.
It’s important that you also read ‘Conditions for Veterinary Fees and Complementary Treatment’ and ‘Who
needs to carry out Veterinary Fees and Complementary Treatment?’ on pages 9 and 12. These sections also
explain limitations and areas the policy does not cover.

Conditions for Veterinary Fees and Complementary Treatment

You must keep to these conditions to have the full protection under these sections. If you do not, and the condition you
have not kept to relates to a claim, we can refuse the claim.
1. Timescales for making a claim Any costs relating to that illness will never be covered
You must send us your claim no later than one year by your policy. If, at a later time (days, weeks, months
after your pet received treatment. Any claims we or years) an illness with the same diagnosis presents
get after this time will not be covered by the policy. If in the same or different parts of your pet’s body, we
treatment is ongoing you must make sure that claims will not cover any costs to treat that illness. This is
are sent to us at least once every 12 months. regardless of whether your vet confirms the past and
2. The costs relating to putting your pet to sleep current illnesses are, or are not, linked. For example
Your policy does not cover the cost of putting your (but not limited to), if your pet develops a cataract in
pet to sleep. We will not cover the cost of veterinary his/her left eye in the first 14 days of the first policy
consultations/visits or prescribed medications needed year, that cataract is not covered and the policy will
to carry out the procedure or the cost of having your also not cover any other cataracts which develop in
pet cremated, buried or disposed of. either the left or right eye.
3.
The number of hydrotherapy sessions you can 6. Another vet reviewing your pet’s details
claim for We can refer your pet’s case history to a vet that we
We will pay for 10 sessions of hydrotherapy for each choose and if we request, you must arrange for your
separate illness or injury. Once this session limit pet to be examined by this vet. We will pay any costs
has been reached, all cover for hydrotherapy for that for this.
illness/injury ends and the policy will never cover 7. If you want a second opinion
any further sessions. This is the case, regardless of If you decide to take your pet to a different vet or
whether the hydrotherapy for that illness/injury takes therapist for a second opinion because you are
place in the same, or future policy years. unhappy with the diagnosis or treatment provided, you
4. The maximum benefit that we will pay must tell us before you arrange an appointment with
Please read ‘Our Covered For Life promise’ on them. If you do not, the costs relating to the second
page 8 to find out more about information about the opinion will not be covered by us. If we request, you
maximum benefit. The most we will pay for the cost must use a vet or therapist we choose. If we decide
of treatment is the maximum benefit that applies the diagnosis or treatment currently being provided
on the date the treatment is carried out. If the claim is correct, we will not cover any costs relating to the
includes medication, the cost of the medication will be second opinion.
taken from the maximum benefit that applies on the 8. If you claim over £36,000 during your pet’s life
date the medication will be used. As your pet is insured on a Covered For Life plan, we
5.
An illness which was first noticed before your fully appreciate that the amount you claim can add up
policy started or in the first 14 days of cover over the years – that’s what is great about Covered
If your pet suffers from an illness: For Life, you can continue to claim for the life of your
pet (providing you continue to pay your premium and
• Before your policy starts, or renew your policy without a break in cover). If over
• In the first 14 days of your pet’s first policy year,
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 the life of your pet you have claimed over £36,000, 13. The cost of feeding your pet
to make sure your pet is receiving the best treatment We will only cover the cost of food for the below two
available, we can require one or more of the following: reasons:
• Before any further Veterinary Fees or • If a diagnostic test shows your pet has stones
Complementary Treatment claims are considered and/ or crystals in urine we will pay for the cost of
your pet needs to be examined by a specialist/ food to dissolve these. We will cover 40% of the cost
consultant vet that we choose. We will pay any costs of the food for a) up to 6 consecutive months, or b)
for this. until a diagnostic test shows the stones/crystals have
• All future veterinary treatment and complementary dissolved, whichever happens first. After this time,
treatment (other than emergency life-saving if the stones/crystals have not dissolved in full or they
treatment) needs to be authorised by us before recur, the cost of any further food will not be covered
treatment is carried out. A pre-authorisation claim form by your policy.
needs to be submitted and we will then let you know • If your pet needs liquid food while hospitalised at a
if we will pay for the cost of treatment. veterinary practice, we will cover the cost of this for
• All future veterinary treatment and complementary 5 days providing the vet confirms it is essential to
treatment needs to be carried out in conjunction keep your pet alive.
with a specialist/consultant vet or therapist that we We will not cover the cost of any other food and this is
choose. regardless of whether or not the food was prescribed
If any of these are necessary we will contact you. by a vet.
9. The cost of house visits 14. The cost to neuter your pet
We will cover a house visit if this is needed for the The only time we will cover the cost of neutering your
treatment of a behavioural illness. In all other cases, pet is if it is carried out when your pet is suffering
we will only cover a house visit, if this is by a vet and: from an injury or illness and neutering is essential to
• Your pet was suffering from a life-threatening injury treat that injury or illness. We will not cover the cost
or illness, and of spaying following a false pregnancy or neutering to
• That moving your pet was likely to have resulted treat a behavioural illness. Regardless of why your
in his/her death or significantly worsened the pet is neutered, if he/she suffers from complications
life- threatening injury or illness. during or after the procedure, we will cover the cost of
We will not cover any costs if the house visit was treatment needed to deal with the complications.
needed because of your personal circumstances. 15. The cost to vaccinate your pet
The attending vet needs to confirm all of the above We will not cover the cost of vaccinations; however,
when you claim. if your pet suffers complications during, or after, a
10. The cost of out of hours treatment and vaccination, we will cover the cost of treatment needed
hospitalisation to deal with the complications. This does not apply if
We will only cover the cost of your pet being: your pet must be vaccinated against an illness as
• Treated outside of the veterinary practice usual part of a compulsory mass vaccination programme, for
opening hours, and/or details of this please see General Exclusions point 2b)
• Admitted into the care of a veterinary practice (also on page 19.
known as hospitalisation), 16. The cost of bathing and grooming your pet
If there was no option but to take this action as any We will only cover the cost of bathing your pet if it is
alternative would have seriously endangered your done by a member of a veterinary practice and the
pet’s life. We will not cover any costs if this action was substance being used, according to manufacturer’s
needed because of your personal circumstances. guidelines, can only be administered by a member of
The attending vet needs to confirm all of the above a veterinary practice. We will not cover bathing if this
when you claim. is needed because of your personal circumstances.
11. The cost of procedures you can carry out We will never cover the cost of grooming and/or
There can be times when a member of a veterinary de-matting your pet.
practice or a therapist asks you to provide treatment 17. The cost of treating a behavioural illness
for your pet. For example (but not limited to) giving We will cover the cost of treating a behavioural illness,
tablets, applying ear drops, taking a urine sample, which for the purpose of this insurance, is a change
carrying out physiotherapy etc. If you are not able to your pet’s normal behaviour that is caused by a
to carry out the treatment due to your personal mental or emotional disorder. We will not cover any
circumstances, we will not cover the cost of any other behavioural illness which could have been prevented
person or professional carrying out the treatment. by training and/or neutering. The treatment must be
12. The cost of dental treatment carried out by a person who fulfils the requirements
We will cover the treatment of a dental injury or in ‘Who needs to carry out Veterinary Fees and
illness if: Complementary Treatment?’ in the ‘Treatment of a
• Your pet had a dental examination by a vet in the behavioural illness’ section on page 12.
12 months before the first clinical signs of the 18. Pheromone products and other products used to
injury or illness were seen, and calm and de-stress your pet
• Any treatment recommended as a result of the last Products can be used to try to calm and/or de-stress
dental examination was carried out within 3 months your pet. We will only cover products used for this
of the examination taking place. purpose which are pheromone based. We will not
cover any other products which do this. Pheromone

10
 products mimic natural pheromones, such as the 23. Dealing with your veterinary practice
pheromones a mother naturally emits to her young a) If a veterinary practice asks us for information about
after birth. Examples of pheromone products are (but your insurance cover and we agree to provide
not limited to) Adaptil and Feliway. it, we will only do this if the veterinary practice
The cost of pheromone products are then only confirms they:
covered when used as part of a structured behaviour • Recently provided treatment for your pet, or
modification programme which is in place treat a • Have spoken with you about providing
behavioural illness. For the purpose of this insurance, treatment for your pet in the near future.
a behavioural modification programme is a programme In these cases, we will only tell the veterinary
written by a behaviourist detailing specific techniques practice if you have an active insurance policy
to be used and action to be taken with the aim of with us for your pet, and if you do – the date cover
permanently changing your pet’s behaviour. This started, the type of cover in place, the monetary
programme must be written by a person who fulfils the limits of your policy, the excesses you pay and if
requirements in ‘Who needs to carry out Veterinary any exclusions have been placed on your cover.
Fees and Complementary Treatment?’ in the b) If you have a valid claim, we can usually pay the
‘Treatment of a behavioural illness’ section on page 12. veterinary practice directly; however, if you ask us
When this programme is in place, for each separate to do this, we have the right to decline the request.
behavioural illness you can claim for the cost 24. Complementary and alternative treatments
of pheromone products to be used for up to 6 a) We will pay for acupuncture, chiropractic
consecutive months. After this time, if the behavioural manipulation, herbal medicine, homeopathy,
illness is not fully resolved or it recurs, we will not cover hydrotherapy and osteopathy under the
the cost of any further pheromone products for that Complementary Treatment section of cover.
behavioural illness, either in the same or future policy We will not pay for any other complementary or
years. alternative treatments. Your pet may need some
19. The cost of equipment or machinery veterinary treatment to support a complementary/
We will not cover the cost of buying or hiring any type alternative treatment. The cost of this veterinary
of equipment, machinery, animal housing or cages. treatment is covered under the Complementary
These costs are never covered by the policy and this is Treatment section of cover when needed for the
regardless of whether: treatments listed above; we will not cover these
• A vet advises the item is required as part of costs for any other complementary or alternative
treatment for an illness or injury, or treatments.
• The item is required due to your personal b) Under the Veterinary Fees section of cover we
circumstances. will not pay for any complementary or alternative
Examples of equipment and machinery are (but not treatments. We will also not pay for any veterinary
limited to) home glucose monitors, sharps bins, paw treatment specifically needed to support any
protectors, heat pads etc. complementary or alternative treatments.
20. The cost of treating a retained testicles 25. Veterinary Fees outside the UK
We will cover the cost of treatment which is in We will only provide cover under the Veterinary Fees
connection with a retained testicle(s) if your pet was section when your pet is outside the UK, in one of the
aged 12 weeks or under when his cover started. other EU countries, if:
There is no cover for this if your pet’s cover started • A vet believes the treatment cannot be delayed until
when he was any older. his/her return home.
21. The cost of artificial body parts • The journey was not made to get treatment abroad.
There is no cover under the Complementary
We will cover the cost of hip, knee and elbow joint
Treatment section when your pet is outside the UK.
replacements. We will not cover the cost of any other
prosthesis (also known as artificial body parts) or
any costs which are related in any way to any other
prosthesis.
22. Paying for treatment within required time frames
It is your responsibility to ensure the veterinary
practice or therapist is paid within the required time
frame:
• If an additional charge is added to the cost of
treatment due to the late payment of fees, we will
deduct this charge from the claim settlement.
• If a discount is provided for paying the costs within
a certain time frame, you must provide payment
within this time frame. If you do not, we will deduct
the discount, which would have been provided, from
the claim settlement.

11
 Who needs to carry out Veterinary Fees and Complementary Treatment?
This section explains who needs to carry out the different elements within the Veterinary Fees and Complementary
Treatment sections of cover. If these requirements are not met, the treatment will not be covered by the policy. For
everything other than veterinary treatment, acupuncture and homeopathy, if the treatment is not carried out by a vet,
a vet must refer your pet for the treatment and confirm to us when you claim that it is required to treat the injury or
illness.

Veterinary treatment: A vet, a veterinary nurse or another member of a veterinary practice under the
supervision of a vet

Acupuncture: A vet

Herbal medicine: This must be prescribed by a member of a veterinary practice

Homeopathy: A vet

Chiropractic manipulation: A member of a veterinary practice or a qualified animal chiropractor who is a

member of one of the following organisations:
• International Association of Animal Therapists (IAAT)
• International Veterinary Chiropractic Association (IVCA)
• McTimoney Animal Association
• McTimoney Chiropractic Association

Hydrotherapy: • A member of a veterinary practice providing the hydrotherapy is carried

out in a pool/water treadmill owned by the veterinary practice, or
• In a pool/water treadmill where the hydrotherapy business has full Canine
Hydrotherapy Association (CHA) membership, or
• By a member of the National Association of Registered Canine
Hydrotherapists (NARCH)

Osteopathy: A member of a veterinary practice or a qualified animal osteopath who is

a member of the International Association of Animal Therapists (IAAT).

Physiotherapy: A member of a veterinary practice or a qualified animal physiotherapist who is

a member of one of the following organisations:
• Association of Chartered Physiotherapists in Animal Therapy (ACPAT)
• Institute of Registered Veterinary and Animal Physiotherapists (IRVAP)
• International Association of Animal Therapists (IAAT)
• National Association of Veterinary Physiotherapists (NAVP)

Treatment of a behavioural A member of a veterinary practice, a person who holds the CCAB
illness: qualification (Certified Clinical Animal Behaviourist) or a member of one of
the following organisations:
• Association of Pet Behaviour Counsellors (APBC)
• Canine and Feline Behaviour Association (CFBA)

12
 Death from Injury Death from Illness
Cover in this section applies when your pet is in Cover in this section applies when your pet is in
the UK only the UK only
The section only applies if it’s shown on your The section only applies if it’s shown on your
Certificates of Insurance. Certificates of Insurance
What we will pay What we will pay
The price you paid for your pet if, during the policy The price you paid for your pet if, during the policy
year, he/she: year, he/she:
• Dies due to an injury, or • Dies due to an illness, or
• Has to be put to sleep by a vet due to an injury • Has to be put to sleep by a vet due to an illness
which that the vet believes cannot be treated. which the vet believes is not curable.

If you can’t provide a purchase receipt or rehoming document showing how much you paid or donated for your
pet, we will pay the market value or the purchase price/donation amount, whichever is less. If you did not pay
for your pet we will pay the market value.

What we will not pay under Death from Injury and Death from Illness
1. More than the maximum benefit shown on your 4. Any amount if the death results from breeding,
Certificates of Insurance. pregnancy or giving birth.
2. Any amount if your pet’s death results from a 5. Any amount if your pet is put to sleep due to a
pre-existing condition. behavioural illness or problem.
3. Any amount if your pet’s death results from an illness 6. Any amount for having your pet put to sleep, cremated,
which starts in the first 14 days of cover. buried or disposed of.

Conditions for Death from Injury and Death from Illness

You must keep to these conditions to have the full protection under these sections. If you do not, and the condition you have
not kept to relates to a claim, we can refuse the claim.
1. Timescales for making a claim don’t have these sections of cover, you can apply
You must send us your claim no later than one year for them to be added at the renewal of your policy if
after your pet’s death. Any claims received after this your pet is under a certain age (for cats under 10yrs
time will not be covered by the policy. old, for dogs under 8yrs old and for select breeds
2. We will automatically remove the Death from under 5yrs old). We will then let you know if these
Illness section when your pet gets to a certain age can be added once we have reviewed your pet’s
If your pet’s cover includes Death from Illness, this veterinary history. The Death from Injury and Death
cover will be automatically removed by us at the from Illness sections come as a package and you
renewal following a cats 10th birthday, a dogs 8th can only add or remove them both at the same time.
birthday or if your pet is a select breed, his/her 5th • If your pet is covered on the Ultimate plan - the
birthday. At this time all cover in this section will stop. sections are automatically included in your
insurance and therefore cannot be removed from
3 When you can add or remove the Death from your cover.
Injury and Death from Illness sections
4. Cover following a claim
• If your pet is covered on the Classic plan - these If we pay a claim under this section, we will
sections are optional and if they are included in your
cover, you can remove them at any time. If you automatically cancel your pet from the policy from
the day after his/her death.

Theft or Straying
Cover in this section applies when your pet is in the UK only
What we will pay
The price you paid for your pet if he/she is stolen or goes missing during the policy year and does not return within
30 days. If you can’t provide a purchase receipt or rehoming document showing how much you paid or donated
for your pet, we will pay the market value or the purchase price/donation amount, whichever is less. If you did not
pay for your pet we will pay the market value.

What we will not pay under Theft or Straying

1. More than the maximum benefit shown on your 2. Any amount if you or the person looking after your
Certificates of Insurance. pet has freely parted with him/her.

It’s important that you also read ‘Conditions for Theft or Straying and Advertising and Reward’ on page 14.
This section also explains limitations and areas the policy does not cover.

13
 Advertising and Reward
Cover in this section applies when your pet is in the UK and the other EU countries
What we will pay
If your pet is stolen or goes missing during the policy year, we will pay:
• The cost of advertising, and
• The reward you have offered and paid to get your pet back.
If your pet is stolen or goes missing when he/she is outside the UK, we will also pay the cost of your
accommodation to stay and look for your pet if he/she is not found by the scheduled last date of your journey.

What we will not pay under Advertising and Reward

1. More than the maximum benefit shown on your • Is employed by you
Certificates of Insurance for all incidents during the • Was caring for your pet when he/she was lost
policy year. or stolen
2. Any reward paid to any person who: • Stole your pet
• Is a member of your family • Is in collusion with the person who stole your pet
• Lives with you • Is travelling with you when outside the UK

Conditions for Theft or Straying and Advertising and Reward

You must keep to these conditions to have the full protection under these sections. If you do not, and the condition you
have not kept to relates to a claim, we can refuse the claim.
1. Timescales for making a claim full name, address, telephone number, email
You must send us your claim no later than one year address and the signature of, the person who found
after your pet went missing. Any claims received after your pet. This must be submitted with your claim.
this time will not be covered by the policy. For Theft or 5. Making your own posters and advertising material
Straying you can send us your claim once your pet If you or your family make the posters and/or
has been missing for more than 30 days. advertising material we will pay up to £50 in each
2. Actions you must take when you find out your pet policy year for materials for this purpose. For
is missing example (but not limited to) paper, a printer cartridge,
You must take the following steps and when you claim weatherproof folders, tape to display the posters
you need to send us evidence of this: etc. When you claim you need to provide a copy of
• Within 24 hours of finding out your pet is missing the poster, tell us how many were made and submit
you must tell the appropriate authority and get receipts showing the costs you are claiming.
written confirmation of your report. Depending on 6. Using the services of another party to find
where you live the appropriate authority may be your pet
your local authority or the police. The only time you We will cover the cost of another party producing
do not need to do this is if your pet is a cat and you missing posters and leaflets and advertising the loss
do not believe he/she has been stolen. of your pet on the internet and social media. We will
• Within 5 days of finding out your pet missing: not cover any costs for any other services provided
- If your pet is microchipped, you must notify your by another party (such as a person, company,
microchip provider. organisation or pet detective). For example (but not
- If your pet is not microchipped, you must tell at limited to) we will not cover any costs for another
least one veterinary practice in the area where he/ party to:
she was last seen.
• Search for your pet (either on foot, with search dogs
3. Advertising the loss of your pet or equipment)
To submit a claim for Theft or Straying you must • To produce anything other than posters and leaflets
have advertised the loss of your pet and when you • To communicate with people about the loss or to
claim you must provide us with evidence showing the report your pet missing to other people/
advertising took place. organisations (other than to advertise on the
4. Providing a reward internet and social media)
a) You must have our approval before advertising • To distribute/display advertising materials
a reward; if not, the cost of the reward will not be 7. Your pet’s pedigree certificate and purchase
covered. receipt
b) You can provide a reward by giving the person who When you claim under Theft or Straying you must
found your pet: send us the original purchase receipt from when you
• Money (for example, but not limited to, cash or bought your pet and if your pet is a pedigree, the
a bank transfer). If you do this, the most we will original pedigree certificate. If the claim is paid, these
pay is 50% of the maximum benefit shown on documents will not be returned to you.
your Certificates of Insurance. 8. Keeping your policy running while your pet is
• A gift (for example, but not limited to, a hamper, missing
a bunch of flowers etc). If you do this, the most You can keep your policy running for as long as you
we will pay for the gift is £50. like after your pet goes missing to protect against
c) When you provide a reward (either by way of injuries, illnesses or incidents which happen while he/
money or a gift) you must get a receipt giving the she is away. We will continue with cover providing you
14
 pay your premiums and renew your policy (without a 10. When outside the UK
break in cover). We will not automatically cancel your If your pet goes missing when outside the UK and in
pet’s cover if we pay a claim under these sections. If one of the other EU countries:
you want to stop cover you need to let us know and • You must report the loss to the police or if the loss
your policy will be cancelled from the date you ask us happens on a ship, aircraft, train or coach, to the
to do this. We will refund any amount you have paid operator. You need to get written confirmation of
for cover after the cancellation date. We will not refund your report and this must be sent to us with
any premiums paid for cover before the date you tell your claim.
us you want cover to stop. • If you extend your journey to search for your
9. If your pet returns pet, we will pay for up to 7 days’ accommodation,
If your pet returns after we have paid a Theft or with a limit of £50 each day. If you stay at a property
Straying claim you must repay the full amount owned by you or your family, we will not cover any
we have paid you for your pet’s value within the accommodation costs.
timescales we and you agree.

Third Party Liability (this section only applies for dogs)
Cover in this section applies when your dog is in the UK only
The section only applies if it is shown as covered on your Certificates of Insurance
In this section ‘you’ and ‘your’ mean you or any person looking after or handling your dog with your permission
Details of what you need to do if an incident happens can be found in ‘Conditions for Third Party Liability’
point 2, on page 16.

What we will pay What you pay – your excess

If property is damaged, or someone is killed, injured The excess is the amount you pay when you claim.
or falls ill as a result of an incident involving your dog The excess you pay under this section is explained on
during the policy year and you are legally responsible, your Certificates of Insurance.
we will pay:
• Compensation and claimant’s costs and expenses,
and
• Legal costs and expenses for defending a claim
against you.

What we will not pay under Third Party Liability

1. More than the maximum benefit shown on your 10. Any compensation, costs and expenses if the property
Certificates of Insurance for each incident. If you damaged belongs to you, any person who lives with
have more than one dog insured under this policy you, a member of your immediate family or a person
please read ‘Conditions for Third Party Liability’ point 5. who is employed by you.
2. Any costs and expenses for defending you which we 11. Any compensation, costs and expenses if you, a
have not agreed beforehand. member of your immediate family or any person who
3. Any compensation, costs and expenses for an lives with you or is employed by you is responsible for,
incident which involves your profession, occupation or or looking after, the property that is damaged.
business. 12. Any compensation, costs and expenses that result
4. Any compensation, costs and expenses resulting from from an incident if you have not followed instructions or
an incident which involves the profession, occupation or advice given to you by the re-homing organisation or a
business of anyone who is employed by you or anyone qualified behaviourist about the behaviour of your dog.
who works for you in any way. 13. Any compensation, costs and expenses if the incident
5. Any compensation, costs and expenses resulting from happens in an area or place where dogs are specifically
an incident that happens where you work. prohibited, unless your dog escapes and enters the
6. Any compensation, costs and expenses for an incident area outside of your control.
which takes place when your dog is in the care of a 14. Any compensation, costs and expenses if you are
business or a professional and you are paying for their deemed responsible under the laws of any country,
services. For example, but not limited to, when your other than the EU countries.
dog is in the care of a dog minder, a dog sitter or at the 15. Any compensation, costs and expenses if you are
grooming parlour. responsible for air, water or soil pollution, unless it can
7. Any compensation, costs and expenses if you are be proven that the pollution took place immediately after
legally responsible only because of a contract you and as a result of an accident caused by your dog.
have entered into. 16. Any compensation, costs and expenses if your dog
8. Any compensation, costs and expenses if you are the lives at, or is kept on, premises which sell alcohol.
person who is killed, injured or falls ill. There is no cover if an incident happens at, or away
9. Any compensation, costs and expenses if the person from, the premises. For the purpose of this insurance,
who is killed, injured of falls ill lives with you, is a member we class a dog living at, or being kept on, premises
of your immediate family or is employed by you. which sell alcohol if the business premises can be
accessed from the residential premises.
15
 Conditions for Third Party Liability
You must keep to these conditions to have the full protection under this section. If you do not, and the condition you have
not kept to relates to a claim, we can refuse the claim.
1. You must not admit responsibility and/or statements and go to court if needed.
negotiate • Allow us to take charge of your claim and to
You, or anyone acting on your behalf, must not admit prosecute in your name for our benefit.
responsibility, agree to pay any amount or claim or 5. Where more than one dog is insured under the
negotiate with any person following an incident. policy
2.
Telling us about an incident If more than one of the dogs insured under this policy
You must call us as soon as possible if: are involved in, or contribute towards, an incident only
• An incident happens which could lead to a claim one maximum benefit will apply to the incident for all
under this section. You must notify us of an incident of the dogs. This means that if:
even if you don’t believe that a claim is being made • The dogs involved all have the same maximum
against you at this time. benefit; the most we will pay for the incident is that
• You, or any other person, are advised of any maximum benefit. For example, if all of the dogs
prosecution, inquest or enquiry which could lead to insured each have a maximum benefit of £1million,
a claim under this section. we will pay no more than £1million for the incident.
To tell us about an incident please call our specialist • The dogs involved have different maximum
liability team on 01483 218 782 who are available benefits; the most we will pay for the incident is
Monday to Friday, 9am to 5pm, excluding Bank the highest of the maximum benefits. For example
Holidays. Outside these times please call if one dog has a maximum benefit of £1million,
0345 071 8000. and another of £2million, we will pay no more than
3. If you receive any legal documents £2million for the incident.
You must immediately send us any writ, summons 6. When another party is being paid to care for your
or legal documents you receive. You or any other dog
person must not respond to any of these documents. If a business or a professional is being paid to care for
4. Helping us with your claim your dog in any way (for example, but not limited to,
You agree to: a dog minder, a dog walker or a groomer) it is your
responsibility to:
• Provide us with any information connected with
the claim we ask for including details of your dog’s • Make sure the business/person has the appropriate
history. third party liability insurance cover, and
• Tell us or help us find out all the circumstances • Tell them if your dog has any behavioural problems
of an incident that results in a claim, provide written or requires any special handling so they are able to
handle your dog in an appropriate manner.

Boarding Fees
Cover in this section applies when your pet is in the UK only
In this section, ‘you’ means you or your partner who is your husband, wife, civil partner, girlfriend, boyfriend or
other life partner.
What we will pay
The cost of boarding your pet at a licensed boarding establishment or £15 a day towards the cost of someone
looking after your pet while you are hospitalised during the policy year for 4 or more consecutive days.

What we will not pay under Boarding Fees

1. More than the maximum benefit shown on your 3. Any costs resulting from care in a nursing home or
Certificates of Insurance for all hospitalisation during from convalescence care that you do not receive in
the policy year. a hospital.
2. Any amount if the person looking after your pet lives
with you or is a member of your family.

Conditions for Boarding Fees

You must keep to these conditions to have the full protection under this section. If you do not, and the condition you have
not kept to relates to a claim, we can refuse the claim.
1. Timescales for making a claim into hospital because you were injured or ill and the
You must send us your claim no later than one year injury happened or the illness first showed symptoms
after the stay in hospital. Any claims received after this after your pet’s cover started. We will not cover any
time will not be covered by the policy. costs if your stay in hospital was due to:
2. The reason you went into hospital • Pregnancy or giving birth.
We will only provide cover in this section if you went • Alcoholism, drug abuse or drug addiction.

16
 Holiday Cancellation
Cover in this section applies when your pet is in the UK and the other EU countries
What we will pay c) Cut your journey short because your pet, who is
We will pay travel and accommodation expenses, for
you and your immediate family, which you cannot
with you on the journey, needs to return home for
the treatment of:
recover if, during the policy year, you have to: • An injury, or
a) Cancel your journey because, up to 7 days before • An new illness (which he/she has never shown
you leave, your pet needs immediate life-saving signs of before).
veterinary treatment for: We will pay for the unused travel and
• An injury, or accommodation expenses and the extra travel
• A new illness (which he/she has never shown expenses to get home.
signs of before)
b) Cut your journey short because your pet, who has
not gone with you on the journey, goes missing or
needs immediate life-saving veterinary treatment
for:
• An injury, or
• A new illness (which he/she has never shown
signs of before)

It’s important that you read ‘What we will not pay’ and ‘Conditions’ under Holiday Cancellation, Emergency
Repatriation and Quarantine Expenses and Loss of Documents starting on page 18.

Emergency Repatriation
Cover in this section applies when your pet is outside the UK in one of the other EU countries
What we will pay • The cost of accommodation for you to stay after your
If, during the policy year, your pet is injured or suffers scheduled date of travel home until your pet is well
from a new illness (which he/she has never shown enough to travel, and
signs of before) while on a journey and cannot travel • If your pet dies, the cost of returning your pet’s body
home the same way he/she travelled abroad we home or the cost of disposal overseas.
will pay:
• Extra costs to get your pet home,

It’s important that you read ‘What we will not pay’ and ‘Conditions’ under Holiday Cancellation, Emergency
Repatriation and Quarantine Expenses and Loss of Documents starting on page 18.

Quarantine Expenses and Loss of Documents
Cover in this section applies when your pet is outside the UK in one of the other EU countries
What we will pay We will pay:
If, during the policy year, your pet is either unable to • The cost to keep your pet in quarantine,
return to the UK or must be quarantined on return to the • The cost of getting a duplicate pet passport. We will
UK because of: also cover the cost of temporary accommodation
1. A new illness (which your pet has never shown while getting this and extra costs to travel home if
signs of before), you missed your scheduled travel arrangements
2. The failure of the microchip, or back home while you were waiting for the duplicate.
3. The pet passport being lost or stolen,

17
 What we will not pay under Holiday Cancellation, Emergency Repatriation and Quarantine
Expenses and Loss of Documents
1. More than the maximum benefit for the section, 5. The cost of food for any person or pet.
shown on your Certificates of Insurance, for all 6. More than £50 for the cost of a coffin, casket or other
journeys during the policy year. container for your pet’s remains.
2. Any amount resulting from a pre-existing condition. 7. For Emergency Repatriation and Quarantine Expenses
3. Any amount resulting from an illness which starts in and Loss of Documents only - Any amount that results
the first 14 days of cover. from an injury that happens or an illness first showing
4. Any amount that can be claimed back from anywhere clinical signs before the start of your journey.
else.

Conditions for Holiday Cancellation, Emergency Repatriation and Quarantine Expenses and
Loss of Documents
You must keep to these conditions to have the full protection under these sections. If you do not, and the condition you
have not kept to relates to a claim, we can refuse the claim.
1. Timescales for making a claim 5. Your pets travel documents and microchip
You must send us your claim no later than one year a) When your pet passport is left unattended it
after the journey is cancelled or your pet returns must be kept in your locked accommodation or
home. Any claims received after this time will not be in the locked boot, covered luggage area or glove
covered by the policy. compartment of a locked vehicle.
2. The cost of accommodation b) If your pet passport is lost or stolen, within 24
For Emergency Repatriation we will provide 14 days’ hours of discovering it missing, you must report the
accommodation costs, and for Quarantine Expenses incident to the police and get a police report. If the
and Loss of Documents, 7 days accommodation loss or theft occurred on a ship, aircraft, train or
costs. For both sections we will cover up to £50 for coach you must report the loss to the operator and
each day’s accommodation. get a report.
c) Your pet’s microchip must meet the standards
3. Going overseas for veterinary treatment ISO 11784 or ISO 11785.
We will not provide any cover if your pet left the UK
to get treatment in another country.
4. Veterinary confirmation
When you claim you need to provide evidence of the
below:
• For Holiday Cancellation – if your pet goes with
you on the journey and returns home for treatment
you will only be able to claim under this section
if a vet confirms your pet had to return home for
treatment.
• For Emergency Repatriation - you will only be able
to claim for travel and accommodation costs if a vet
confirms your pet was too sick to travel home the
same way he/she travelled abroad.

Lawphone Legal Advice Helpline

The section only applies if it is shown on your Certificates of Insurance.
Access to Lawphone which provides advice, 24 hours a day, 365 days a year, on any personal legal matter. The
advice you get from Lawphone will always be according to the laws of Great Britain and Northern Ireland. We may
record the calls for your and our mutual protection and our training purposes.
The contact telephone number for Lawphone is shown on your Certificates of Insurance. When you call
Lawphone, quote the policy reference 36316. You will then be asked for a brief summary of the problem and these
details will be passed on to an adviser who will return your call.

18
General exclusions that apply to all sections of your policy
1. There is no cover under this policy if: Environment, Food and Rural Affairs (DEFRA) has
a) Your pet is less than 6 weeks old (or less than put restrictions on your pet.
8 weeks old if sold by a licensed breeder). e) Any amount connected with, or resulting from, a
b) Your dog is used for security, guarding, track Criminal Court Case or an Act of Parliament.
racing or coursing. 3. War, terrorism, civil commotion and radioactive
c) Your dog is, or is crossed with, a Pit Bull contamination – all sections of your policy
Terrier, Dogo Argentino, Perro De Presa Canario, do not cover:
Dogo Canario, Japanese Tosa, Fila Brasileiro, a) Any loss or damage caused by, or resulting from,
Czechoslovakian Wolfdog, Saarloos Wolfhound/ war of any nature, including but not limited to war,
Wolfdog or any wolf hybrid. invasion, acts of foreign enemies, hostilities and
d) Your dog must be registered under the Dangerous warlike actions (whether war be declared or not)
Dogs Act 1991, the Dangerous Dogs (Amendment) and civil war.
Act 1997 or any further amendments to this Act. b) Any loss or damage caused by, or resulting
2. Laws and regulations - all sections of your policy from, rebellion, riot, revolution, nationalization,
do not cover: confiscation, expropriation, deprivation, requisition,
a) Any amount if you break the UK laws or insurrection, civil commotion assuming to
regulations, including those relating to animal proportion of or amounting to an uprising and
health or importation. military or usurped power.
b) Any amount if a government or another official c) Any loss or damage caused by, or resulting from,
body orders that your pet must be vaccinated any act of terrorism. An act of terrorism is any act
against an illness as part of a compulsory mass of persons acting on behalf of, or in connection
vaccination programme. We will not pay any with, any organisation which carries out activities
costs relating to the vaccination itself or any directed towards the overthrowing or influencing,
complications that happen due to the procedure by force or violence, of Her Majesty’s government
taking place. For the purpose of this insurance, in the United Kingdom or any other government de
‘a mass vaccination programme’ means a jure or de facto.
programme of the compulsory vaccination of a d) Any loss or damage caused by, or resulting from,
species, or a selected group within a species, ionising radiation or contamination by radioactivity
with the aim of protecting that group, people or from any nuclear fuel or from any nuclear waste,
other animals from an illness or another risk. from combustion of nuclear fuel, the radioactive,
c) Any amount if your pet is confiscated or destroyed toxic, explosive or other hazardous properties of
by government or public authorities or under any nuclear assembly or nuclear component of
the Animals Act 1971 United Kingdom because such assembly.
it was worrying livestock. This includes any further 4. All sections of your policy do not cover any amount
amendments to this Act. that results from a disease transmitted from animals to
d) Any costs caused because the Department for humans.

Fraud
Fraud increases your premium and the premiums of all ‘Void your policy’ means we will cancel your policy from
policyholders. If you: the date the fraud occurred. If we take this action you must
• Provide us with false information, repay us any claim payments that we have made from the
• Make a false or exaggerated claim with us, or date the fraud occurred; this is regardless of whether or
• Make any claim with us which involves your dishonesty, not all of the claims were fraudulent. If any other insurer
We will not pay your claim and we can void your policy, asks if you have had a policy void, you need to tell them
inform the relevant authorities/other organisations and that your policy with us was void. If you do not, this can
record the details on anti-fraud databases. If we pay a invalidate any insurance policy you hold with any insurer
claim and subsequently find the claim was fraudulent, you who asks.
must repay us the full amount.

Claiming
It’s distressing when a much loved pet is ill or injured so we do all we can to make the claims process as quick and easy
as possible. There’s lots of useful information on our website petplan.co.uk/claims where you can download a claim form or
track the progress of an existing claim at your convenience. This section tells you what you need to send us if you claim.
Don’t forget, if you have a valid claim under the Veterinary Fees section we can usually pay the veterinary practice direct.
Getting a claim form after this time will not be covered by the policy. If treatment
• Most claim forms can be downloaded from our website is ongoing you must make sure that claims are sent to us
petplan.co.uk/claims. at least once every 12 months. For all other sections of
• Most veterinary practices will have a supply of Veterinary cover, you can find out when you need to submit a claim
Fees claim forms and some are able to submit them by reading the ‘Conditions’ part of that section.
electronically. You need to tell us about any incidents that could lead
• If you would like us to send you a claim form please to a Third Party Liability claim
contact us. If an incident happens that could lead to a Third Party
When you need to send us your Veterinary Fees and Liability claim you must call to tell us about it as soon as
Complementary Treatment claims possible. You must do this even if you don’t believe that a
You must send us your Veterinary Fees and/or claim will be made against you at the time. Details of what
Complementary Treatment claim(s) no later than one year you need to do if an incident happens can be found in
after your pet received treatment. Any claims received ‘Conditions for Third Party Liability’ point 2, on page 16. 19
 How to make a claim
It’s easy to make a claim with Petplan. Simply send us your completed claim form along with the supporting
documentation listed below. Please make sure your claim form is completed fully by both you and if applicable your
vet, as we need this information in order to process your claim. If any information is missing, we will return the claim
form to you which will unfortunately delay your claim. Your insurance does not cover any charges made for the
completion of claim forms or the cost of any supporting documentation needed as part of your claim.

The supporting documentation you need to send with your claim form

Veterinary Fees and/or For both sections of cover, the veterinary practice must complete the relevant
Complementary Treatment section of the claim form.
Please send us:
• The invoices from the veterinary practice or therapist which show what you are
claiming for.
• If it’s the first claim you are making for your pet - his/her full clinical history. This
is a record of all visits your pet has made to a vet and can be obtained from
each veterinary practice your pet has attended. We can also require this if you
submit claims for certain conditions but will let you know if this is needed once
we have received your claim form.
• For Veterinary Fees when your pet is outside the UK - the booking invoice for
your journey or any other official documents which show the dates of your
journey.
Death from Injury or Please send us:
Death from Illness • The purchase receipt from when you bought your pet.
• If your pet is a pedigree, a copy of the pedigree certificate
• The death certificate from your vet – this isn’t needed if you are submitting
a Veterinary Fees claim for the illness/injury that caused your pet’s death.

Theft or Straying and/or You must phone us on 0345 074 4406 for the approval of any reward before
Advertising and Reward you advertise it.
Please send us evidence showing:
• The advertising carried out to try and find your pet.
• The police or relevant authority being notified within 24hrs of your pet going
missing (only needed for cats if you believe he/she was stolen).
• The relevant party being notified within 5 days of your pet going missing. If
your pet is microchipped, this is the microchip provider. If your pet is not
microchipped, this is at least one veterinary practice in the area where he/she
went missing.
For theft or straying please also send us:
• The purchase receipt from when you bought your pet and if your pet is a
pedigree, the original pedigree certificate. These must be the originals (copies
will not be accepted) and if the claim is paid, these documents will not be
returned to you.
• If you do not have a purchase receipt OR we have not paid a Veterinary Fees
or Complementary Treatment claim under the policy – your pet’s full clinical
history and a recent photograph of you and your pet.
For advertising and reward please also send us:
• The invoices and receipts to show the costs you are claiming for.
• If a reward has been given - a receipt giving the full name, address, telephone
number, email address and the signature of, the person who found your pet.
• If the loss or theft happened outside the UK - the booking invoice or another
official document to show the dates of your journey and evidence showing the
loss was reported to the police or operator.

Third Party Liability • If an incident happens that could lead to a Third Party Liability claim you must
call to tell us about the incident as soon as possible, even if you don’t
believe a claim will be made against you at the time. Our specialist liability team
are available on 01483 218 782 Monday to Friday, 9am to 5pm, excluding Bank
Holidays (outside these times please contact us on 0345 071 8000).
• You need to send us all correspondence, writs, summons or any other legal
documents as soon as you receive them. You or any other person must not
respond to any of these documents.
• If you or any other person are advised of any prosecution, inquest or enquiry
which could lead to a claim under this section, you must tell us as soon as
possible.
20
 Boarding Fees Your doctor/consultant and the owner of the boarding establishment (if one has
been used) must complete the relevant section(s) of the claim form.
Please send us:
• The invoice from the boarding establishment or written confirmation from the
person looking after your pet showing the dates and daily cost of boarding.

Holiday Cancellation Please send us:

• The booking invoice and cancellation invoice from the holiday sales
organisation. The invoices must show the date of the booking, the dates of the
journey, the total cost of the holiday, the date you decided to cancel or return
home and any expenses you cannot recover.
• If your pet goes with you on the journey and has to return home for treatment
– confirmation from a vet that your pet had to return home for treatment.
• If you are claiming for extra travel costs - the receipts for your expenses.

Emergency Repatriation Please send us:

and/or Quarantine Expenses • The booking invoice or another official document showing the dates of your
and Loss of Documents journey.
• The invoices and receipts to show the costs you are claiming.
• If you are claiming for travel and accommodation costs – confirmation from a
vet that your pet is too ill to travel home the same way it travelled abroad.
• If you are claiming due the loss/theft of your pet passport – evidence showing
the loss was reported to the police or operator within 24 hours of discovering
it missing.

Making a complaint
Our aim is to get it right, first time, every time. If we If you do not refer your complaint in time, the
make a mistake we will try to put it right straight away. Ombudsman will not have our permission to consider
If we are unable to, we will confirm we have received your complaint and so will only be able to do so in very
your complaint within five working days and do our best limited circumstances. For example, if the Ombudsman
to resolve the problem within 4 weeks. If we cannot we believes that the delay was as a result of exceptional
will let you know when an answer may be expected. If circumstances.
we have not resolved the situation within eight weeks The Financial Ombudsman Service,
we will issue you with information about the Financial Exchange Tower,
Ombudsman Service (FOS) which offers a free, London E14 9SR
independent complaints resolution service. If you have Website: www.financial-ombudsman.org.uk
a complaint please contact our Customer Satisfaction
Telephone: 0800 0234567 or 0300 1239123
Manager at:
Email: [email protected]
Petplan,
Great West House (GW2), The European Commission has an online dispute
Great West Road, resolution service for consumers who have a complaint
Brentford, about a product or service bought online. If you choose
Middlesex to submit your complaint this way it will be forwarded to
TW8 9DX United Kingdom the Financial Ombudsman Service. Visit ec.europa.eu/odr
to access the Online Dispute Resolution Service. Please
Email [email protected]
quote our e-mail address: [email protected].
Phone 0345 026 1985 Alternatively, you can contact the Financial Ombudsman
You have the right to refer your complaint to the Service directly.
Financial Ombudsman, free of charge - but you Using our complaints procedure or referral to the Financial
must do so within six months of the date of the final Ombudsman Service does not affect your legal rights.
response letter.

Financial Services Compensation Scheme

If Allianz is unable to meet its liabilities you may be entitled to compensation under the Financial Services Compensation
Scheme (FSCS). Further information about compensation scheme arrangements is available at www.fscs.org.uk,
by emailing [email protected] or by phoning the FSCS on 0800 678 1100 or 0207 741 4100.

21
 In the Fair Processing Notice below you’ll see that Allianz is mentioned. Petplan is a
subsidiary of Allianz Insurance plc and where we refer to ‘we’ ‘us’ and ‘our’ it means Petplan
and Allianz Insurance plc.

Fair Processing Notice – how we use personal information

1. Who we are 4. Automated decision making, including profiling
When we refer to “we”, “us” and “our” in this notice We may use automated decision making, including
it means Allianz Insurance plc. profiling, to assess insurance risks, detect fraud, and
When we say “you” and “your” in this notice, we administer your policy. This helps us decide whether
mean anyone whose personal information we may to offer insurance, determine prices and validate
collect, including: claims.
• anyone seeking an insurance quote from us or If you disagree with the outcome of an automated
whose details are provided during the quotation decision please contact us using the details in
process section 10.
• policyholders and anyone named on or covered by 5. The personal information we collect
the policy We collect the following types of personal information
• anyone who may benefit from or be directly involved about you so we can complete the activities in
in the policy or a claim, including claimants and section 2, “How we use personal information”:
witnesses.
• basic personal details such as name, age, address
2. How we use personal information and gender
We use personal information in the following ways: • family, lifestyle and social circumstances, such as
• to provide quotes, administer policies and marital status, dependants and employment type
policyholder claims to fulfil our contract • financial details such as direct debit or payment card
• to administer third party claims, deal with complaints information
and prevent financial crime to meet our legal • photographs and/or video to help us manage
obligations policies and assess claims
• to manage our business and conduct market • tracking and location information if it is relevant to
research to meet the legitimate needs of our your policy or claim
business • identification checks and background insurance risk
• to send marketing information if we have received details including previous claims information
your specific consent. • medical information if it is relevant to your policy or
You are not obliged to provide us with personal claim
information, but we cannot provide our products and • criminal convictions if it is relevant to your policy or
services without it. claim
• accessibility details if we need to make reasonable
You have the right to object to us using your adjustments to help
personal information. • business activities if it is relevant to your policy or
You can do this at any time by telling us and we claim.
will consider your request and either stop using 6. Where we collect personal information
your information or explain why we are not able to. From you, your representatives or from information
Further details can be found below. you have made public, for example on social media.
From other persons or organisations, for example:
3. Marketing
• credit reference and/or fraud prevention agencies
We use your personal information to market products
• emergency services, law enforcement agencies,
medical and legal practices
and services to you.
Our marketing activities may include:
• veterinary practices, animal charities and breeders
• insurance industry registers and databases used to
• providing information to you about products and detect and prevent insurance fraud, for example the
services by telephone, post, email and SMS, we will Motor Insurance Database (MID), the Motor Insurers
either do this ourselves or use third party partners to Anti-Fraud and Theft Register (MIAFTR) and the
do it for us Claims and Underwriting Exchange (CUE)
• working with selected partners to display relevant • insurance investigators and claims service providers
online advertisements to you, and to our other
customers, on third party websites and social
• other insurers or service providers who underwrite
the insurance or provide services for our products
media platforms. To do this, we may provide our
partners with some of your personal information in
• other involved parties, for example claimants or
witnesses.
an encrypted format, which they use only to identify
the appropriate audiences for our advertisements. 7. Sharing personal information
We ensure that our partners delete this information We may share your personal information with:
once the advertisement audiences have been • other companies within the global Allianz Group
identified, and do not use the information for their www.allianz.com
own purposes. • credit reference, fraud prevention and other agencies
If you do not wish to receive marketing information that carry out certain activities on our behalf, for
about our products and services you can tell us example the Motor Insurance Database (MID), the
at any time by using the contact details found in Insurance Fraud Bureau (IFB) and marketing
section 10, “Know your rights”. agencies if agreed
22
 • our approved suppliers to help deal with claims or If you wish to exercise any of these rights you can
provide our benefit services, for example vehicle do so by contacting our Customer Satisfaction
repairers, veterinary advisors, legal advisors and Manager:
loss adjusters Address: Allianz Insurance plc,
• other insurers, third party underwriters, reinsurers, 2530 The Quadrant,
insurance intermediaries, regulators, law Aztec West,
enforcement and the Financial Ombudsman Service Almondsbury,
(FOS) and other companies that provide services to Bristol BS32 4AW
us or you, for example the Claims and Underwriting Email: [email protected]
Exchange (CUE) Phone: 0330 102 1781
• prospective buyers in the event we wish to sell all or For pet and equine products only:
part of our business. Address: Allianz Insurance plc,
8. Transferring personal information outside the UK Great West House (GW2),
We use servers located in the European Union (EU) to Great West Road,
store your personal information where it is protected Brentford,
by laws equivalent to those in the UK. We may transfer Middlesex TW8 9EY
your personal information to other members of the Email: [email protected]
global Allianz Group to manage your insurance policy Phone: 0345 026 1985
or claim; this could be inside or outside the EU. We For Allianz Musical Insurance only:
have Binding Corporate Rules (BCRs) which are Address: Allianz Musical Insurance,
our commitment to the same high level of protection Great West House (GW2),
for personal information regardless of where it is Great West Road,
processed. These rules align with those required by Brentford,
the European Information Protection authorities. If you Middlesex TW8 9DX
would like more information about the BCRs please Email: [email protected]
contact our Data Protection Officer. Phone: 0344 391 4037
Some of our suppliers have servers outside the For Allianz Legal Protection products only:
EU. Our contracts with these suppliers require them Address: Allianz Legal Protection,
to provide equivalent levels of protection for your 2530 The Quadrant,
personal information. Aztec West,
9. How long we keep personal information Almondsbury,
We keep information only for as long as we need it Bristol BS32 4AW
to administer the policy, manage our business or as Email: [email protected]
required by law or contract. Phone: 0345 0700 886
10. Know your rights 11. Data Protection Officer Contact details
You have the right to: If you have any queries about how we use your
• object to us using your personal information. We personal information, please contact our Data
will either agree to stop using it or explain why we Protection Officer:
are unable to (the right to object) Address: Data Protection Officer,
• ask for a copy of the personal information we hold Allianz,
about you, subject to certain exemptions (data 57 Ladymead,
subject access request) Guildford,
• ask us to update or correct your personal Surrey GU1 1DB
information to ensure its accuracy (the right of Email: [email protected]
rectification) Phone: 0330 1021 837
• ask us to delete your personal information from Changes to our Fair Privacy Notice
our records if it is no longer needed for the original Occasionally it may be necessary to make changes to this
purpose (the right to be forgotten) notice. When that happens we will provide you with an
• ask us to restrict the use of your personal updated version at the earliest opportunity. The most
information in certain circumstances (the right of recent version will always be available on our website.
restriction) www.allianz.co.uk
• ask for a copy of the personal information you
provided to us, so you can use it for your own
purposes (the right to data portability)
• complain if you feel your personal information
has been mishandled. We encourage you to come
to us in the first instance but you are entitled to
complain directly to the Information Commissioner’s
Office (ICO) at www.ico.org.uk
• ask us, at any time, to stop using your personal
information, if using it based only on your consent
(the right to withdraw your consent).

23
How to contact us

BY TELEPHONE 0345 071 8000

BY EMAIL [email protected]

IN WRITING Petplan Customer Centre

Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX
United Kingdom

WEBSITE petplan.co.uk

Download a claim form petplan.co.uk/claims

Track your claim petplan.co.uk/claims
My Petplan area petplan.co.uk/mypetplan

PET BEREAVEMENT 0800 138 6515

HELPLINE Run by The Blue Cross

Petplan is a trading name of Pet Plan Limited who administer the cover and Allianz Insurance plc who provide and underwrite the cover. Pet Plan Limited
(Registered in England No. 1282939) is a subsidiary of Allianz Insurance plc (Registered in England No. 84638). Registered office address: 57 Ladymead,
Guildford, Surrey GU1 1DB, United Kingdom.
Pet Plan Limited is authorised and regulated by the Financial Conduct Authority. Financial Services Register No. 311969. Allianz Insurance plc is
authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial
Services Register No. 121849. Petplan’s trading address is: Great West House (GW2), Great West Road, Brentford, Middlesex TW8 9DX.

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