Every pet deserves

Everything you need to know

Your Covered For Life® Classic/Ultimate Pet Insurance Policy BookletPlease read in conjunction with your CertificatesofInsuranceandInsuranceProductInformationDocument(IPID)tounderstandthecoverforyourpet

Effective from 23rd February 2018This booklet contains:• Your Terms and Conditions• DemandsandNeeds-whoisthisproductsuitablefor?

• FairProcessingNotice-Howweusepersonaldata

2

WelcomeThank 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.

3

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

Contents:Demands and Needs - Who is this product suitable for? 4

Terms and Conditions 4

Definitions 4

Generalconditionsthatapplytoallsectionsofyourpolicy 6

Veterinary Fees 8

ComplementaryTreatment 8

DeathfromInjury 13

DeathfromIllness 13

TheftorStraying 13

Advertising and Reward 14

ThirdPartyLiability(thissectiononlyappliesfordogs) 15

Boarding Fees 16

Holiday Cancellation 17

EmergencyRepatriation 17

QuarantineExpensesandLossofDocuments 17

LawphoneLegalAdviceHelpline 18

Generalexclusionsthatapplytoallsectionsofyourpolicy 19

Fraud 19

Claiming 19

Makingacomplaint 21

FinancialServicesCompensationScheme 21

Fair Processing Notice – How we use personal data 22

How to contact us 24

4

Your Pet Insurance - Terms and Conditions

Thedetailsofyour pet’s cover are shown in these Terms and Conditions. Yourpolicymaynotincludethe DeathfromInjuryand/orDeathfromIllnesssectionsofcover.Theseareonlyincludedifthey’reshownon your Certificates of Insurance.Forcats,yourpolicydoesnotincludetheThirdPartyLiabilitysectionofcover. It’simportantthatyou check your pet’s cover and contact usassoonaspossibleifitisnotasexpected.

TheseTermsandConditionsarepartofyourinsurancecontract.Theotherpartsareyour Certificates of Insurance and yourapplication.Tounderstandexactlywhatyour insurance contract covers you must read your Certificates of InsuranceandInsuranceProductInformationDocument,togetherwiththesepolicyTermsandConditions.

ThesedefinitionsapplythroughouttheTermsandConditions.Whereweexplainwhatawordmeans,thatwordappearsinboldprintandwhereverusedithasthemeaningstatedinthissection.

Certificates of Insurance: The documents weprovidewhicharetitledCertificateofInsurancePolicyDetailsand CertificateofInsuranceAnimalDetails.

Clinical sign(s): Achange(s)inyour pet’snormalhealthystate,bodilyfunctionsorbehaviour.

EU countries: AllcountrieswhicharemembersoftheEuropeanUnion.ThisisAustria,Belgium, Bulgaria,Croatia,RepublicofCyprus,CzechRepublic,Denmark,Estonia,Finland, France, Germany,Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands,Poland,Portugal,Romania,Slovakia,Slovenia,SpainandSweden.

Family: • Yourpartner,whoisyourhusband,wife,civilpartner,girlfriend,boyfriendorotherlife partner, • Your, or yourpartner’s,childand/orstep-child,and • Your, or yourpartner’s,parent,grandparent,grandson,granddaughter,brotherand/or sister(includinganystep-sibling).

Home: TheplaceintheUK where you and your pet usually live.

Hydrotherapy: Anytreatmentof injury and illness,with,orin,water,includingswimminginapooland theuseofawatertreadmill.

Illness, illnesses: Anychange(s)toanormalhealthystate,sickness,disease,defectsandabnormalities, includingdefectsandabnormalitiesyour petwasbornwithorwerepassedonbyhis/her parents.

Illness which starts in the • Any illness that showed clinical signsinthefirst14daysofa)your pet’sfirstpolicy first 14 days of cover: year,orb)thesectionbeingaddedtoyour insurance.

• Any illness that has the same diagnosis or clinical signs, as an illness that showed clinical signs,inthefirst14daysofa)your pet’s firstpolicy year,orb)thesection being added to your insurance.

• Any illnessthatiscausedby,relatesto,orresultsfrom,aclinical sign that was noticedinthefirst14daysofa)your pet’sfirstpolicy year,orb)thesectionbeing added to your insurance.

• Any illnessthatiscausedby,relatesto,orresultsfroman illness that showed clinical signs,inthefirst14daysofa)your pet’sfirstpolicy year,orb)thesectionbeing added to your insurance.

Thisappliesinallcasesregardlessofwhethertheclinical signspresentinthesameor differentpartsofyourpet’s body.

Immediate family: • Yourpartner,whoisyour husband,wife,civilpartner,girlfriend,boyfriendorotherlife partner,

• Your, or your partner’s,childandstep-child,and/or

• Your, or yourpartner’s,parent.

Written in Plain English

Definitions

Petplandoesnotprovideadviceoranypersonalrecommendationabouttheinsuranceproductsoffered

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.

5

Your Pet Insurance - Terms and Conditions

Injury, injured, injuries: Physicaldamageortraumacausedimmediatelybyanaccident.Notanyphysical damageortraumathathappensoveraperiodoftime.

Journey: Travel within the UK and the other EU countries.

Market value: Thepricegenerallypaidforananimalofthesameage,breed,pedigree,sexand breeding ability at the time youtookownershipofyour pet.

Maximum benefit: The most we willpayduringthepolicy year as shown on your Certificates of Insurance.

Member of a veterinary Anypersonlegallyemployedbyaveterinarypracticeunderacontractofemployment.practice:

Personal circumstances: Circumstances about you, your family or your pet which you have limited or no control over.Examplesofpersonalcircumstancesare(butnotlimitedto)alackoftransport, your pet’ssizeorbehaviour, your home environment, your or your family’s working hours, yourchild-carearrangements,your family’s other commitments etc.

Pet passport: Thepetpassportissuedforyour petunderthetermsofthePet Travel Scheme (PETS).

Pet Travel Scheme (PETS): AgovernmentsystemwhichallowspeopleintheUK totaketheirpetstocertain countriesandbringthembackagainwithouttheneedforquarantine.

Policy year: The time during which we providecoverasshownonyour Certificates of Insurance. Thisisnormally12monthsbutcanbelessifyour pet has been added to, or cancelled from,your insurance.

Pre-existing condition: • Any injury or illness thathappenedorfirstshowedclinical signsbeforea)your pet’s coverstartedorb)thesectionwasaddedtoyour insurance.

• Any injury or illness that has the same diagnosis as an injury, illness or clinical sign your pet hadbeforea)your pet’scoverstartedorb)thesectionwasaddedtoyour insurance.

• Any injury or illness that has the same clinical signs as an injury, illness or clinical sign your pethadbeforea)your pet’scoverstartedorb)thesectionwasaddedto your insurance. • Any injury or illnessthatiscausedby,relatesto,orresultsfrom,aninjury, illness or clinical sign your pethadbeforea)your pet’scoverstarted,orb)thesectionwas added to your insurance. Thisappliesinallcasesregardlessofwhether: - The injury or illnesspresentsinthesame,ordifferentpartsofyour pet’s body.

- Youknew,whenstartingcoverforyour pet, that youwouldneedtomakeaclaimfor the clinical sign/injury/illness.

- Weplaceanexclusionfortheclinical sign/injury/illness.

Select breeds: Pleaserefertothe‘selectbreed’sectiononyourCertificates of Insurancetofindoutif your pet is a select breed.

Therapist: Anypersonwhoisamemberofoneoftheassociations/organisationslistedinthe‘Who needs to carry out Veterinary Fees and Complementary Treatment?’sectiononpage12.

UK: TheUnitedKingdom,theIsleofManandtheChannelIslands.

Vet: In the UK-aVeterinarySurgeonwhoisregisteredwiththeRCVS(RoyalCollegeof VeterinarySurgeons).IntheotherEU countries–afullyqualifiedVeterinarySurgeon registeredinthecountrywherehe/shepractices.

Veterinary treatment: Thecostofthefollowingwhenrequiredtotreatinjury and illness:

• Anyexamination,consultation,advice,diagnosticprocedure,surgeryandnursing carried out by a vet, a veterinary nurse or another member of a veterinary practice underthesupervisionofavet, and

• Anymedicationlegallyprescribedbyavet.

We, us, our: AllianzInsuranceplc.

You, your: Thepersonnamedonyour Certificates of Insurance.

Your dog(s): Thedog(s)namedonyour Certificates of Insurance.

Your pet(s): Thedog(s)orcat(s)namedonyour Certificates of Insurance.

6

General conditions that apply to all sections of your policy

1. Precautions Throughout the policy year you must take all

reasonablestepsto: • Maintain your pet’s health. • Provideasecureandsafeenvironmentforyour pet

topreventinjury, illness,theftorstraying. • Control your pettopreventinjurytoapersonor

another animal and damage or destruction to any property.

Ifwe state that youhavenottakenreasonablestepsand you disagree, wecanappointanindependentnationalwelfareorganisationorvet, mutually agreed uponfortheiropinion.Ifyouaskforthistobedone,youagreetoaccepttheindependentopinionandwe will also do the same. Wewillpayanycostsrelatingtothis.

2. Providing routine care – what you need to do You mustmakesurethefollowingcareisprovidedfor

your pet: • Dental care – your pet must have a dental

examination by a vet at least once every 12 months. Anytreatmentrecommendedasaresultofthis examinationmustbecarriedoutwithin3monthsof theexaminationtakingplace.

• Preventative actions – you must take any actions normally recommended by a vet topreventor reducetheriskofinjury/illness.Examplesofthis are(butnotlimitedto)regularwormingandflea treatmentsandprovidingahealthydiet.

• Vaccinations – your petmustbekeptvaccinated against:

Fordogs-distemper,hepatitis,leptospirosisand parvovirus.

Forcats-felineinfectiousenteritis,felineleukaemia andcatflu.

Ifnot,wewillnotcoveranyamountfortheillness which has not been vaccinated against.

3. Providing timely veterinary attention Ifyour petisunwellandshowssignsofaninjury/

illness youmustarrangeforavet to examine and treat your pet assoonaspossible.Youmustfollowany advice the vetgives;ifyou do not, any claim relating to that injury/illness will not be covered by the policy.

Ifthereisadelayinarrangingveterinary treatment and we believe this resulted in additional costs, we willnotpaytheadditionalcosts.Ifwe state the delay resulted in additional costs and you disagree, we can appointanindependentvet,mutuallyagreeduponfortheiropinion.Ifyouaskforthistobedone,you agree toaccepttheindependentopinionandwe will also do the same. Wewillpayanycostsrelatingtothis.

4. Ownership of your pet and your residence a)Youmustbetheownerofyour pet. Your cover will

stopimmediatelyifownershipistransferredto anotherpersonororganisation.

b)You and your pet must live in the UK at the address shown on your Certificates of Insurance. Ifyouraddress,ortheaddressofyour pet, changes you must tell usassoonaspossibleas thiscanaffectthecoverwe provide.

5. If your pet was unwell before your cover started Your policywillnevercoveranyinjury thathappened,

or any illness that showed clinical signs,beforeyour coverstarted.Thisisregardlessofwhether:

• Youknewatthetimeoftakingcoverthatyou would needtomakeaclaimfortheclinical sign, injury or illness.

• Weplaceanexclusionfortheinjury/illness • Weremoveanyexclusion(asinpoint6below). For further details please read the definition

‘pre-existing condition’.

6. Extra exclusions that can apply to the cover for your pet

Wecanplaceexclusionsonyourpolicyatthestartofyour cover based on your pet’s veterinary history and your answers to our questions.Wecanalsoplaceexclusions during the policy year but we can only do thisifwefindout,thatwhenwe asked during your application,you did not tell us about something or you providedus withinaccurateinformation(regardlessofwhetherornotyou thought it was accurate at the time).Inthesecasestheexclusion(s)willbeplacedbacktothestartofyourpolicy.

Anexclusionisacondition,groupofconditionsoreventwhichisusuallycoveredunderthepolicy,butisn’tforyour pet. Exclusions are in addition to what is stated as not covered within these Terms andConditions.Anyspecificexclusionsonthecoverforyour pet are shown on your Certificates of Insurance. Your policydoesnotcoveranyclaimthatresultsfromaninjury, illnessorincidentwhichfallsunderanyexclusionplacedonyour policy.Someexclusionsaretemporaryandonyourrequestmayberemoved by us providingcertaincriteriaaremet.Ifyou would like to discuss any exclusions on your policypleasecontactus. Please also read point 12b) in this section which explains when we can limit or remove Third Party Liability cover at renewal.

7. If your pet shows signs of an illness within 14 days of your cover starting

Yourpolicydoesnotcoveranyillness that shows clinical signsinthefirst14daysofyour cover starting.Thisonlyappliesinyour firstpolicyyearanddoesnotapplywhenyou renew yourpolicywithus. For further details please read the definition ‘illness which starts in the first 14 days of cover’.

8. If your pet is missing when the policy is taken Ifyour pet is missing when youfirsttakeyour policy,

thecoverunderthispolicywillnotstartuntilyou are reunited with your pet and any incident, injury or illnesswhichoccursbeforeyou are reunited will not be covered by your policy.

9. Providing information You agree: • To give usanyinformationanddocumentswe ask

fortoadministeryour policyanddealwithyour claim.

• That any vet or therapist has your permissionto give usanyinformationweaskforaboutyour pet.

Ifachargeismadeforthis,youmustpaythecharge.

10. Paying your premium a)Your petisonlycoveredunderthispolicyif

youpaythepremium.IfyoupaybyDirectDebit instalments and you miss an instalment, you must paytheoutstandingamountwithinthetimescales

Youmustkeeptotheseconditionstohavethefullprotectionofyour policy.Ifyou do not, and the condition you have not kepttorelatestoaclaim,wecanrefusetheclaim.

7

stated in the reminders we send you.Ifyou do not, we will cancel yourpolicybacktothelastdayyou havepaidforcover.Allcoverfor your pet willstop fromthatdateandnofurtherclaimswillbepaid.

b)Whenwe settle yourclaim,ifthereareany premiumsoverdue,we will deduct the outstanding amountfromtheclaimpayment.

11. Renewing your policy Your policyisinforcefor12monthsprovidingyou

continuetopayyour premium.Every12monthsyou need to renew this insurance contract to continue with your cover. We will contact you beforeyour renewal datewithfulldetailsofyour premium,excesses,policycoverageandTermsandConditionsforthenextpolicy year.Ifyoupayyour premiumbyDirectDebitinstalment, when yourpolicyisdueforrenewalwe willrenewitforyou automatically.Ifyou do not want to renew your policyyou need to let usknowbeforeyour renewaldate.Ifyou paybyanyothermeans,you need to contact ustoconfirmyou want to renew yourpolicyandtopayyour premium.

12. The changes we can make at the renewal of your policy

a)Atrenewalofyour policywe can change the: • Premium, • Excesses that youpay,and/or • TermsandConditionsofyourpolicy. We will always tell you beforeyourrenewaldateof

any changes so youcanconsiderifyour policystill meets your needs.

b)Fordogs,atrenewalwe can limit or remove Third Party Liabilitycoverbasedonareviewof your dog’sbehaviour.Forexample(butnotlimited to)anyaggressivetendenciesshown,anyincidents where your doghascausedinjurytoaperson/ another animal or any health conditions which can affecthowyour dog behaves. Third Party Liability coverisnotprovidedforanycat.

13. The changes we can make during the policy year Changes will only be made to yourpolicyatrenewal.

We will not change the cover weprovideforyour pet during the policy year, unless:

• You decide to change your pet’s cover. • You did not tell us about something when we

previouslyasked. • Youprovidedus withinaccurateinformationwhen

previouslyasked,regardlessofwhetherornotyou thought it was accurate at the time.

14. Keeping us informed of certain information Throughout your policyyou need to tell us about

certaininformation.Thethingsyou need to tell us about are detailed in your Certificates of Insurance andit’simportantyou check any new documents we sendtounderstandtheinformationweneed.Ifyou do notprovideus withthefullandaccurateinformationitcanresultinaclaimnotbeingpaidoraffectthecoverweprovide.

15. Upgrading cover Ifahigherplanisavailableforyour pet youcanapply

foranupgradeatrenewalofyour policy.Theupgradeis not guaranteed and we will let youknowifwe can offerthehigherplanoncewe have reviewed your pet’s veterinary history.

16. If you are a member of veterinary staff Ifyou are a vet, you can treat your pet but another

vet mustcountersigntheclaimform.Ifyou are a

veterinary nurse you cannotcompletetheveterinarypracticepartofyour ownclaimform.

17. Claim decisions over the telephone We willnotguaranteeonthephoneifwewillpaya

claim. Once we havereceivedafullycompletedclaimformandallofthesupportinginformation,we will assess your claim and only then will we be able to let you knowifwewillpaytheclaim.Information about making a claim can be found on page 20.

18. Other insurances Wewillnotmakeanypaymentforanyclaimthat

resultsfromanincidentcoveredbyanyotherinsurance.Ifthereisanyotherinsuranceunderwhichyou are entitled to make a claim youmustreporttheincidenttothatinsurancecompanyandtellus their name and address and your policyandclaimnumberwith them.

19. Legal rights against another person Ifyouhaveanylegalrightsagainstanotherpersonin

relation to your claim, we can take legal action against them in your name at ourexpense.You must give usallthehelpyou canandprovideanydocumentsrelated to the claim that weaskfor.

20. Cover outside of the UK a)Allsectionsofyour policyprovidecoverwhenyour

pet is in the UK;thefollowingsectionsalsoprovide cover when your petisoutsideoftheUKinoneof the other EU countries-Veterinary Fees, Advertising and Reward, Emergency Repatriation, Quarantine Expenses and Loss of Documents and Holiday Cancellation. For these sections, your pet is covered outside the UKfor90daysineach policy year.Ifyour pet will be outside the UKfor longer than this you must let us know as soon as possibleasthiscanaffectthecoverweprovide.

b)Whenyour pet is outside the UK youmustfollow theconditionsofthePet Travel Scheme (PETS). FulldetailsofthePet Travel Scheme (PETS) can befoundontheDefrawebsitewww.defra.gov.uk or youcancalltheDefraPetTravelScheme (PETS)Helplineon03702411710.

c)You must not take your pet outsideoftheUKifa vet hasadvisedagainstit.Ifyou do, your pet will notbecoveredwhenoutsideoftheUK.

d)Whenyour petisoutsideoftheUKifany governmentorpublicauthorityputsrestrictionson him/her, wewillnotpayanycostsrelatingtothis.

e)Allclaimformsandsupportingdocumentation must be written in English. It is yourresponsibilityto providethisandtopayforanytranslationcosts.

f) Ifyour petmovesoutoftheUK to live in another country you must tell usassoonaspossible.Your coverwillstoponthedayyour pet leaves the UK.

21. Jurisdiction a)ThelawsofEnglandandWalesapplytothis

insurance contract. b)Unlesswe agreeotherwise,thelanguageofthe

policyandallcommunicationsrelatingtoitwillbein English.

22. When you can cancel your policy You can cancel yourpolicyatanytime.Ifyou cancel

thispolicyinthefirst14days: • Ofyourfirstpolicy year-wewillrefundallofthe

premiumyouhavepaid. • Afteryour renewaldate-wewillrefundanypremium

youhavepaidforcoverafterthatrenewaldate.

CoverAtPetplan,we’reproudoftheinsuranceweprovideforpets–infact,ourreputationforfirstclasscoverisoneofthereasonswe’retrustedbymorepetownerstoinsuretheirpet’sthananyotherprovider.Inreturnforthecorrectpremium,wewillprovidecoverforthefollowingsectionsiftheyareshownonyour Certificates of Insurance.

Our Covered For Life promise YouhavechosenaCoveredForLifepolicywhichmeanswewillprovideongoingcoverforillnesses and injuries, yearafteryear.Tobenefitfromthisongoingcoveryoumustkeeppayingyourpremiumsandrenewyourpolicywithusevery12months(withoutanybreakincover).

Veterinary FeesCoverinthissectionapplieswhenyour pet is in the UK and the other EU countries

What we will pay Thecostofveterinary treatment your pet has received during the policy year to treat injury and illness.Thissectionalsocoverstreatmentofabehaviouralillnessandphysiotherapyneededtotreatinjury and illness (for the purpose of this insurance, physiotherapy does not include any form of hydrotherapy).

Complementary TreatmentCoverinthissectionapplieswhenyour pet is in the UK only

What we will payThecostofanyexamination,consultation,advice,testandlegallyprescribedmedicationforthe following,whencarriedoutforyour pet during the policy year, to treat injury and illness:• Acupuncture• Chiropracticmanipulation• Herbal medicine• 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.• OsteopathyA vetmustreferyour petforthetreatmentand confirmtous when youclaimthatitisrequiredtotreat the injury or illness.

Ifyou cancel at any other time, wewillrefund any amount youhavepaidforcoverafterthe cancellation date.

23. When we can cancel your policy We can cancel yourpolicyatanytimeifyou have

beendishonestorfraudulentinanydealingswithus orifyour vet orawelfareorganisationadvisesus that you have been negligent towards your pet. We will give you7days’noticeinwritingtotheaddressonyour Certificates of Insuranceandwillrefundanyamount youhavepaidforcoverafterthecancellationdate. We can also cancel your policy if you do not pay

your premiums. For details on this please read point 10 in this section - ‘Paying your premium’.

24. Cover following cancellation of a policy or removal of a section

a)Ifasectionofcoverisremovedfromyourpolicy (byyou or us)allcoverinthatsectionstopsonthe date the section is removed.

b)Ifyour policyiscancelledorcomestoanendfor anyreason,allcoverforyour petwillstoponthe datethepolicyiscancelled/endsandnofurther claimswillbepaid.

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 Wewillprovideongoingcoverforillnesses and injuries,yearafteryear,providingyou continue to pay your premiumandrenewyourpolicyeachyear(withoutanybreakincover).Yourpolicyprovidesanamountofmoneyineachpolicy yearforyou to claimforallillnesses and injuries. This is called the maximum benefit. You have one maximum benefit forVeterinary Feesandaseparatemaximum benefit forComplementary Treatment. The amount you can

claimforeachsection,ineachpolicy year, is shown on your Certificates of Insurance. Every 12 months, ifyou renew your policy,themaximum benefits are replenishedandyouwillagainhavethefullamountstoclaimfrominthenextpolicy year.Ifyour cover is cancelledorstopsforanyreason(includingwhenthepremiumsarenotpaid),allcoverforyour pet will end andnofurtherclaimswillbepaid.

8

What you pay – your excess Both the Veterinary Fees and Complementary Treatment sections have excesses. The excesses are the amounts you paywhenyouclaimandthesearedeductedfromyour claimsettlement(s).Theexcessesyoupayunderthesesectionsareexplainedonyour Certificates of Insurance.

1. Thecostofanytreatmentforapre-existing condition.2. Thecostofanytreatmentforan illness which starts

in the first 14 days of cover.3. Thecostofanytreatmenttopreventinjury or illness. 4. Thecostofanytreatment,diagnosticorprocedurethat

you choose to have carried out, which: • The vetconfirmsisnotnecessary,or • Is not related to an injury or illness. Wewillalsonotpayforanycomplicationsthatarise

fromthesetreatments/procedures.5. Thecostofkillingandcontrollingfleasandthecostof

generalhealthimprovers.6. Thecostofanytreatmentinconnectionwithbreeding,

pregnancyorgivingbirth.7. Thecostoftreatinganyinjury or illness deliberately

caused by you or anyone living with you, or when outside the UK, anyone travelling with you.

8. Thecostofanychargesmadeforthecompletionofclaimformsorthecostofanysupportingdocumentationneededaspartofyourclaim.

9. Thecostofanytreatmentinconnectionwithfalsepregnancyifyour pet has received veterinary treatmentformorethan2episodesoffalsepregnancy.

10. Thecostofsurgicalitemsthatcanbeusedmorethanonce.

11. Thecostofapost-mortemexaminationand/orreport.12. Thecostoftransplantsurgery,includinganypre-and

post-operativecare.13.Thecostoftransportingyour pet, including any costs

to get your petto,orfrom,anyveterinarypractice.

What we will not pay under Veterinary Fees and Complementary Treatment

Conditions for Veterinary Fees and Complementary Treatment

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.

1. Timescales for making a claim You must send us your claim no later than one year

afteryour pet received treatment. Any claims we getafterthistimewillnotbecoveredbythepolicy.Iftreatment is ongoing you must make sure that claims are sent to us at least once every 12 months.

2. The costs relating to putting your pet to sleep Yourpolicydoesnotcoverthecostofputtingyour

pettosleep.Wewillnotcoverthecostofveterinaryconsultations/visitsorprescribedmedicationsneededtocarryouttheprocedureorthecostofhavingyour petcremated,buriedordisposedof.

3. The number of hydrotherapy sessions you can claim for

Wewillpayfor10sessionsofhydrotherapyforeachseparateillness or injury. Once this session limit hasbeenreached,allcoverforhydrotherapyforthatillness/injuryendsandthepolicywillnevercoveranyfurthersessions.Thisisthecase,regardlessofwhether the hydrotherapyforthatillness/injury takes placeinthesame,orfuturepolicy years.

4. The maximum benefit that we will pay Please read ‘Our Covered For Life promise’ on

page 8 to find out more about information about the maximum benefit. The most wewillpayforthecostoftreatmentisthemaximum benefitthatappliesonthedatethetreatmentiscarriedout.Iftheclaimincludesmedication,thecostofthemedicationwillbetakenfromthemaximum benefitthatappliesonthedate the medication will be used.

5. An illness which was first noticed before your policy started or in the first 14 days of cover

Ifyour petsuffersfromanillness: • Beforeyourpolicystarts,or • Inthefirst14daysofyour pet’sfirstpolicy year,

Any costs relating to that illness will never be covered by yourpolicy.If,atalatertime(days,weeks,monthsoryears)anillness withthesamediagnosispresentsinthesameordifferentpartsofyour pet’s body, we will not cover any costs to treat that illness. This is regardlessofwhetheryour vetconfirmsthepastandcurrent illnesses are,orarenot,linked.Forexample(butnotlimitedto),ifyour petdevelopsacataractinhis/herlefteyeinthefirst14daysofthefirst policy year,thatcataractisnotcoveredandthepolicywillalsonotcoveranyothercataractswhichdevelopineithertheleftorrighteye.

6. Another vet reviewing your pet’s details Wecanreferyour pet’s case history to a vet that we

chooseandifwerequest,youmustarrangeforyour pet to be examined by this vet. Wewillpayanycostsforthis.

7. If you want a second opinion If you decide to take your pettoadifferentvet or

therapist forasecondopinionbecauseyou are unhappywiththediagnosisortreatmentprovided,you must tell usbeforeyou arrangeanappointmentwiththem.Ifyou do not, the costs relating to the second opinionwillnotbecoveredbyus.Ifwerequest,you must use a vet or therapist we choose.Ifwe decide thediagnosisortreatmentcurrentlybeingprovidedis correct, we will not cover any costs relating to the secondopinion.

8. If you claim over £36,000 during your pet’s life As your petisinsuredonaCoveredForLifeplan,we

fullyappreciatethattheamountyouclaimcanaddupovertheyears–that’swhatisgreataboutCoveredForLife,youcancontinuetoclaimforthelifeofyour pet (providingyou continuetopayyourpremiumandrenew your policywithoutabreakincover).Ifover

9

Youmustkeeptotheseconditionstohavethefullprotectionunderthesesections.Ifyou do not, and the condition you havenotkepttorelatestoaclaim,wecanrefusetheclaim.

thelifeof your pet youhaveclaimedover£36,000,to make sure your pet is receiving the best treatment available, we canrequireoneormoreofthefollowing:

• BeforeanyfurtherVeterinary Fees or Complementary Treatment claims are considered your pet needstobeexaminedbyaspecialist/ consultant vet that we choose. Wewillpayanycosts forthis.

• Allfutureveterinarytreatmentandcomplementary treatment(otherthanemergencylife-saving treatment)needstobeauthorisedbyusbefore treatmentiscarriedout.Apre-authorisationclaimform needs to be submitted and we will then let you know ifwe willpayforthecostoftreatment.

• Allfutureveterinarytreatmentandcomplementary treatment needs to be carried out in conjunction withaspecialist/consultantvet or therapist that we choose.

Ifanyofthesearenecessarywe will contact you.

9. The cost of house visits We willcoverahousevisitifthisisneededforthe

treatmentofabehaviouralillness.Inallothercases,wewillonlycoverahousevisit,ifthisisbyavet and:

• Your petwassufferingfromalife-threateninginjury or illness, and

• That moving your pet was likely to have resulted inhis/herdeathorsignificantlyworsenedthe life-threatening injury or illness.

Wewillnotcoveranycostsifthehousevisitwasneededbecauseofyour personal circumstances. The attending vetneedstoconfirmalloftheabovewhen you claim.

10. The cost of out of hours treatment and hospitalisation

Wewillonlycoverthecostofyour pet being: • Treatedoutsideoftheveterinarypracticeusual

openinghours,and/or • Admittedintothecareofaveterinarypractice(also

knownashospitalisation), Iftherewasnooptionbuttotakethisactionasany

alternative would have seriously endangered your pet’slife.We willnotcoveranycostsifthisactionwasneededbecauseofyour personal circumstances. The attending vet needstoconfirmalloftheabovewhen you claim.

11. The cost of procedures you can carry out There can be times when a member of a veterinary

practice or a therapist asks youtoprovidetreatmentforyour pet.Forexample(butnotlimitedto)givingtablets,applyingeardrops,takingaurinesample,carryingoutphysiotherapyetc.Ifyou are not able to carry out the treatment due to your personal circumstances, wewillnotcoverthecostofanyotherpersonorprofessionalcarryingoutthetreatment.

12. The cost of dental treatment Wewillcoverthetreatmentofadentalinjury or

illnessif: • Your pet had a dental examination by a vet in the

12monthsbeforethefirstclinical signs ofthe injury or illness were seen, and

• Anytreatmentrecommendedasaresultofthelast dental examination was carried out within 3 months oftheexaminationtakingplace.

13. The cost of feeding your pet We willonlycoverthecostoffoodforthebelowtwo

reasons: • Ifadiagnostictestshowsyour pet has stones

and/ or crystals in urine we willpayforthecostof foodtodissolvethese.Wewillcover40%ofthecost ofthefoodfora)upto6consecutivemonths,orb) until a diagnostic test shows the stones/crystals have dissolved,whicheverhappensfirst.Afterthistime, ifthestones/crystalshavenotdissolvedinfullorthey recur,thecostofanyfurtherfoodwillnotbecovered by your policy.

• Ifyour pet needsliquidfoodwhilehospitalisedata veterinarypractice,wewillcoverthecostofthisfor 5daysprovidingthevet confirmsitisessentialto keepyour pet alive.

Wewillnotcoverthecostofanyotherfoodandthisisregardlessofwhetherornotthefoodwasprescribedby a vet.

14. The cost to neuter your pet The only time wewillcoverthecostofneuteringyour

petisifitiscarriedoutwhenyour petissufferingfromaninjury or illness and neutering is essential to treat that injury or illness. We will not cover the cost ofspayingfollowingafalsepregnancyorneuteringtotreatabehaviouralillness.Regardlessofwhyyour pet isneutered,ifhe/shesuffersfromcomplicationsduringoraftertheprocedure,wewillcoverthecostoftreatmentneededtodealwiththecomplications.

15. The cost to vaccinate your pet Wewillnotcoverthecostofvaccinations;however,

ifyour pet sufferscomplicationsduring,orafter,avaccination, we willcoverthecostoftreatmentneededtodealwiththecomplications.This does not apply if your pet must be vaccinated against an illness as part of a compulsory mass vaccination programme, for details of this please see General Exclusions point 2b) on page 19.

16. The cost of bathing and grooming your pet We willonlycoverthecostofbathingyour petifitis

done by a member of a veterinary practice and the substancebeingused,accordingtomanufacturer’sguidelines, can only be administered by a member of a veterinary practice. Wewillnotcoverbathingifthisisneededbecauseofyour personal circumstances. Wewillnevercoverthecostofgroomingand/or de-mattingyour pet.

17. The cost of treating a behavioural illness Wewillcoverthecostoftreatingabehaviouralillness,

whichforthepurposeofthisinsurance,isachangeto your pet’s normal behaviour that is caused by a mental or emotional disorder. We will not cover any behaviouralillnesswhichcouldhavebeenpreventedby training and/or neutering. The treatment must be carriedoutbyapersonwhofulfilstherequirementsin ‘Who needs to carry out Veterinary Fees and Complementary Treatment?’ in the ‘Treatment of a behavioural illness’sectiononpage12.

18. Pheromone products and other products used to calm and de-stress your pet

Productscanbeusedtotrytocalmand/orde-stressyour pet. Wewillonlycoverproductsusedforthispurposewhicharepheromonebased.We will not coveranyotherproductswhichdothis.Pheromone

10

productsmimicnaturalpheromones,suchasthepheromonesamothernaturallyemitstoheryoungafterbirth.Examplesofpheromoneproductsare(butnotlimitedto)AdaptilandFeliway.

Thecostofpheromoneproductsarethenonlycoveredwhenusedaspartofastructuredbehaviourmodificationprogrammewhichisinplacetreatabehaviouralillness.Forthepurposeofthisinsurance,abehaviouralmodificationprogrammeisaprogrammewrittenbyabehaviouristdetailingspecifictechniquestobeusedandactiontobetakenwiththeaimofpermanentlychangingyour pet’s behaviour. This programmemustbewrittenbyapersonwhofulfilstherequirementsin‘Who needs to carry out Veterinary Fees and Complementary Treatment?’ in the ‘Treatment of a behavioural illness’sectiononpage12.

Whenthisprogrammeisinplace,foreachseparatebehavioural illness youcanclaimforthecostofpheromoneproductstobeusedforupto6consecutivemonths.Afterthistime,ifthebehaviouralillnessisnotfullyresolvedoritrecurs,we will not cover thecostofanyfurtherpheromoneproductsforthatbehaviouralillness,eitherinthesameorfuturepolicy years.

19. The cost of equipment or machinery Wewillnotcoverthecostofbuyingorhiringanytype

ofequipment,machinery,animalhousingorcages.Thesecostsarenevercoveredbythepolicyandthisisregardlessofwhether:

• A vetadvisestheitemisrequiredaspartof treatmentforanillness or injury, or

• Theitemisrequiredduetoyour personal circumstances.

Examplesofequipmentandmachineryare(butnotlimitedto)homeglucosemonitors,sharpsbins,pawprotectors,heatpadsetc.

20. The cost of treating a retained testicles Wewillcoverthecostoftreatmentwhichisin connectionwitharetainedtesticle(s)ifyour pet was aged 12 weeks or under when his cover started. Thereisnocoverforthisifyour pet’s cover started when he was any older.

21. The cost of artificial body parts Wewillcoverthecostofhip,kneeandelbowjoint

replacements.Wewillnotcoverthecostofanyotherprosthesis(alsoknownasartificialbodyparts)orany costs which are related in any way to any other prosthesis.

22. Paying for treatment within required time frames It is yourresponsibilitytoensuretheveterinary

practiceortherapistispaidwithintherequiredtimeframe:

• Ifanadditionalchargeisaddedtothecostof treatmentduetothelatepaymentoffees,we will deductthischargefromtheclaimsettlement.

• Ifadiscountisprovidedforpayingthecostswithin acertaintimeframe,youmustprovidepayment withinthistimeframe.Ifyou do not, we will deduct thediscount,whichwouldhavebeenprovided,from the claim settlement.

23. Dealing with your veterinary practice a)Ifaveterinarypracticeasksusforinformationabout

your insurance cover and weagreetoprovide it, wewillonlydothisiftheveterinarypractice confirmsthey:

• Recentlyprovidedtreatmentforyour pet, or • Havespokenwithyouaboutproviding

treatmentforyour pet inthenearfuture. In these cases, we will only tell the veterinary

practiceifyouhaveanactiveinsurancepolicy with usforyour pet,andifyou do – the date cover started,thetypeofcoverinplace,themonetary limitsofyourpolicy,theexcessesyoupayandif anyexclusionshavebeenplacedonyour cover.

b)Ifyou have a valid claim, wecanusuallypaythe veterinarypracticedirectly;however,if you ask us to do this, wehavetherighttodeclinetherequest.

24. Complementary and alternative treatments a)Wewillpayforacupuncture,chiropractic

manipulation,herbalmedicine,homeopathy, hydrotherapyandosteopathyunderthe Complementary Treatmentsectionofcover. Wewillnotpayforanyothercomplementaryor alternative treatments. Your pet may need some veterinary treatment tosupportacomplementary/ alternativetreatment.Thecostofthisveterinary treatment is covered under the Complementary Treatment sectionofcoverwhenneededforthe treatments listed above; we will not cover these costsforanyothercomplementaryoralternative treatments.

b)UndertheVeterinary Feessectionofcoverwe willnotpayforanycomplementaryoralternative treatments. Wewillalsonotpayforanyveterinary treatmentspecificallyneededtosupportany complementaryoralternativetreatments.

25. Veterinary Fees outside the UK WewillonlyprovidecoverundertheVeterinary Fees

section when your pet is outside the UK,inoneoftheother EU countries,if:

• A vet believes the treatment cannot be delayed until his/her return home.

• The journey was not made to get treatment abroad. There is no cover under the Complementary

Treatment section when your pet is outside the UK.

11

Chiropractic manipulation:

Hydrotherapy:

Osteopathy:

Physiotherapy:

A member of a veterinary practiceoraqualifiedanimalchiropractorwhoisamemberofoneofthefollowingorganisations:• InternationalAssociationofAnimalTherapists(IAAT)• InternationalVeterinaryChiropracticAssociation(IVCA)• McTimoney Animal Association• McTimoneyChiropracticAssociation

• A member of a veterinary practiceprovidingthehydrotherapyiscarriedoutinapool/watertreadmillownedbytheveterinarypractice,or

• Inapool/watertreadmillwherethehydrotherapybusinesshasfullCanineHydrotherapyAssociation(CHA)membership,or

• ByamemberoftheNationalAssociationofRegisteredCanineHydrotherapists(NARCH)

A member of a veterinary practiceoraqualifiedanimalosteopathwhoisamemberoftheInternationalAssociationofAnimalTherapists(IAAT).

A member of a veterinary practiceoraqualifiedanimalphysiotherapistwhoisamemberofoneofthefollowingorganisations:• AssociationofCharteredPhysiotherapistsinAnimalTherapy(ACPAT)• InstituteofRegisteredVeterinaryandAnimalPhysiotherapists(IRVAP)• InternationalAssociationofAnimalTherapists(IAAT)• NationalAssociationofVeterinaryPhysiotherapists(NAVP)

Treatment of a behavioural illness:

A member of a veterinary practice,apersonwhoholdstheCCABqualification(CertifiedClinicalAnimalBehaviourist)oramemberofoneofthefollowingorganisations:• AssociationofPetBehaviourCounsellors(APBC)• CanineandFelineBehaviourAssociation(CFBA)

Veterinary treatment:

Acupuncture:

A vet, a veterinary nurse or another member of a veterinary practice under the supervisionofavet

A vet

Herbal medicine: Thismustbeprescribedbyamember of a veterinary practice

Homeopathy: A vet

12

Who needs to carry out Veterinary Fees and Complementary Treatment?ThissectionexplainswhoneedstocarryoutthedifferentelementswithintheVeterinary Fees and Complementary Treatment sectionsofcover.Iftheserequirementsarenotmet,thetreatmentwillnotbecoveredbythepolicy.Foreverythingotherthanveterinarytreatment,acupunctureandhomeopathy,ifthetreatmentisnotcarriedoutbyavet, a vet mustreferyour pet forthetreatmentandconfirmtous when youclaimthatitisrequiredtotreattheinjury or illness.

Death from InjuryCoverinthissectionapplieswhenyour pet is in the UK only

The section only applies if it’s shown on your Certificates of Insurance.

What we will payThepriceyoupaidforyour petif,duringthepolicy year, he/she:• Diesduetoaninjury, or• Hastobeputtosleepbyavet due to an injury which that the vet believes cannot be treated.

Death from IllnessCoverinthissectionapplieswhen your pet is in the UK only

The section only applies if it’s shown on your Certificates of Insurance

What we will payThepriceyoupaidforyour petif,duringthepolicy year, he/she:• Diesduetoanillness, or• Hastobeputtosleepbyavet due to an illness which the vet believes is not curable.

Ifyoucan’tprovideapurchasereceiptorrehomingdocumentshowinghowmuchyoupaidordonatedforyour pet, wewillpaythemarket valueorthepurchaseprice/donationamount,whicheverisless.Ifyoudidnotpayforyour pet wewillpaythemarket value.

What we will not pay under Death from Injury and Death from Illness

1. More than the maximum benefit shown on your Certificates of Insurance.

2. Anyamountifyour pet’sdeathresultsfroma pre-existing condition.

3. Anyamountifyourpet’s death resultsfromanillness which starts in the first 14 days of cover.

4. Anyamountifthedeathresultsfrombreeding,pregnancyorgivingbirth.

5. Anyamountifyour petisputtosleepduetoabehaviouralillnessorproblem.

6. Anyamountforhavingyour petputtosleep,cremated,buriedordisposedof.

Conditions for Death from Injury and Death from Illness

1. Timescales for making a claim You must send us your claim no later than one year

afteryour pet’s death.Anyclaimsreceivedafterthistimewillnotbecoveredbythepolicy.

2. We will automatically remove the Death from Illness section when your pet gets to a certain age

Ifyour pet’s cover includes Death from Illness, this cover will be automatically removed by us at the renewalfollowingacats10thbirthday,adogs8thbirthdayorifyour pet is a select breed, his/her 5th birthday.Atthistimeallcoverinthissectionwillstop.

3 When you can add or remove the Death from Injury and Death from Illness sections

• Ifyour pet is covered on the Classic plan-these sectionsareoptionalandiftheyareincludedinyour

cover, youcanremovethematanytime.Ifyou

don’thavethesesectionsofcover,you canapplyforthemtobeaddedattherenewalofyourpolicyifyour pet isunderacertainage(forcatsunder10yrsold,fordogsunder8yrsoldandforselect breeds under5yrsold).Wewillthenletyouknowifthesecan be added once we have reviewed your pet’s veterinary history. The Death from Injury and Death from Illnesssectionscomeasapackageandyou can only add or remove them both at the same time.

• Ifyour pet is covered on the Ultimate plan-the sections are automatically included in your

insuranceandthereforecannotberemovedfromyour cover.

4. Cover following a claim Ifwepayaclaimunderthissection,we will

automatically cancel your pet fromthepolicyfrom thedayafterhis/herdeath.

Theft or Straying Coverinthissectionapplieswhenyour pet is in the UK only

What we will payThepriceyoupaidforyour petifhe/sheisstolenorgoesmissingduringthepolicy year and does not return within 30days.Ifyou can’tprovideapurchasereceiptorrehomingdocumentshowinghowmuchyoupaidordonatedforyour pet, we willpaythemarket valueorthepurchaseprice/donationamount,whicheverisless.Ifyou did not payforyour petwewillpaythemarket value.

What we will not pay under Theft or Straying

1. More than the maximum benefit shown on your Certificates of Insurance.

2. Anyamountifyou orthepersonlookingafteryour pethasfreelypartedwithhim/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

Youmustkeeptotheseconditionstohavethefullprotectionunderthesesections.Ifyou do not, and the condition you have notkepttorelatestoaclaim,wecanrefusetheclaim.

What we will not pay under Advertising and Reward1. More than the maximum benefit shown on your

Certificates of Insuranceforallincidentsduringthepolicy year.

2. Anyrewardpaidtoanypersonwho: • Isamemberofyour family • Lives with you

• Isemployedbyyou • Wascaringforyour pet when he/she was lost

or stolen • Stoleyour pet • Isincollusionwiththepersonwhostoleyour pet • Is travelling with you when outside the UK

Conditions for Theft or Straying and Advertising and Reward

1. Timescales for making a claim You must send us your claim no later than one year

afteryour pet wentmissing.Anyclaimsreceivedafterthistimewillnotbecoveredbythepolicy.ForTheft or Straying you can send us your claim once your pet hasbeenmissingformorethan30days.

2. Actions you must take when you find out your pet is missing

You musttakethefollowingstepsandwhenyou claim you need to send us evidenceofthis:

• Within24hoursoffindingoutyour pet is missing youmusttelltheappropriateauthorityandget writtenconfirmationofyour report.Dependingon where youlivetheappropriateauthoritymaybe yourlocalauthorityorthepolice.Theonlytimeyou donotneedtodothisisif your pet is a cat and you do not believe he/she has been stolen.

• Within5daysoffindingoutyour pet missing: - Ifyour petismicrochipped,youmustnotifyyour

microchipprovider. - Ifyour petisnotmicrochipped,you must tell at

leastoneveterinarypracticeintheareawherehe/ she was last seen.

3. Advertising the loss of your pet TosubmitaclaimforTheft or Straying you must

haveadvertisedthelossofyour pet and when you claim youmustprovideus with evidence showing the advertisingtookplace.

4. Providing a reward a)You must have ourapprovalbeforeadvertising

areward;ifnot,thecostoftherewardwillnotbe covered.

b)Youcanprovidearewardbygivingthepersonwho foundyour pet:

• Money(forexample,butnotlimitedto,cashor abanktransfer).Ifyou do this, the most we will payis50%ofthemaximum benefit shown on your Certificates of Insurance.

• Agift(forexample,butnotlimitedto,ahamper, abunchofflowersetc).Ifyou do this, the most wewillpayforthegiftis£50.

c)Whenyou provideareward(eitherbywayof moneyoragift)you mustgetareceiptgivingthe

fullname,address,telephonenumber,email addressandthesignatureof,thepersonwhofound your pet. This must be submitted with your claim.

5. Making your own posters and advertising material Ifyou or your family makethepostersand/or

advertising material wewillpayupto£50ineach policy yearformaterialsforthispurpose.Forexample(butnotlimitedto)paper,aprintercartridge,weatherprooffolders,tapetodisplaythepostersetc.Whenyou claim youneedtoprovideacopyoftheposter,tellus how many were made and submit receiptsshowingthecostsyou are claiming.

6. Using the services of another party to find your pet

Wewillcoverthecostofanotherpartyproducingmissingpostersandleafletsandadvertisingthelossofyour pet on the internet and social media. We will notcoveranycostsforanyotherservicesprovidedbyanotherparty(suchasaperson,company,organisationorpetdetective).Forexample(butnotlimitedto)we willnotcoveranycostsforanother partyto:

• Searchforyour pet(eitheronfoot,withsearchdogs orequipment)

• Toproduceanythingotherthanpostersandleaflets • Tocommunicatewithpeopleaboutthelossorto

reportyour pet missingtootherpeople/ organisations(otherthantoadvertiseonthe internetandsocialmedia)

• Todistribute/displayadvertisingmaterials

7. Your pet’s pedigree certificate and purchase receipt

Whenyou claim under Theft or Straying you must send us theoriginalpurchasereceiptfromwhenyou bought your pet andifyour pet isapedigree,theoriginalpedigreecertificate.Iftheclaimispaid,thesedocuments will not be returned to you.

8. Keeping your policy running while your pet is missing

Youcankeepyourpolicyrunningforaslongasyou likeafteryour pet goesmissingtoprotectagainstinjuries, illnessesorincidentswhichhappenwhilehe/she is away. Wewillcontinuewithcoverprovidingyou

Advertising and RewardCoverinthissectionapplieswhenyour pet is in the UK and the other EU countries

What we will payIfyour pet is stolen or goes missing during the policy year, wewillpay:

• Thecostofadvertising,and• The reward youhaveofferedandpaidtogetyour pet back.Ifyour pet is stolen or goes missing when he/she is outside the UK, wewillalsopaythecostofyour accommodationtostayandlookforyour pet ifhe/sheisnotfoundbythescheduledlastdateofyour journey.

14

Youmustkeeptotheseconditionstohavethefullprotectionunderthesesections.Ifyou do not, and the condition you havenotkepttorelatestoaclaim,wecanrefusetheclaim.

pay yourpremiumsandrenewyour policy(withoutabreakincover).We will not automatically cancel your pet’scoverifwepayaclaimunderthesesections.Ifyouwanttostopcoveryou need to let us know and your policywillbecancelledfromthedateyou ask us to do this. Wewillrefundanyamount youhavepaidforcoverafterthecancellationdate.We willnotrefundanypremiumspaidforcoverbeforethedateyou tell us youwantcovertostop.

9. If your pet returns Ifyour pet returnsafterwe havepaidaTheft or

Straying claim you mustrepaythefullamountwehavepaid youfor your pet’s value within the timescales we and you agree.

10. When outside the UK Ifyour pet goes missing when outside the UK and in

oneoftheotherEU countries: • Youmustreportthelosstothepoliceoriftheloss

happensonaship,aircraft,trainorcoach,tothe operator.You needtogetwrittenconfirmationof your reportandthismustbesenttous with your claim.

• Ifyou extend your journey tosearchforyour pet, wewillpayforupto7days’accommodation, withalimitof£50eachday.Ifyoustayataproperty owned by you or your family, we will not cover any accommodation costs.

Third Party Liability (this section only applies for dogs)

Coverinthissectionapplieswhenyour 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 payIfpropertyisdamaged,orsomeoneiskilled,injuredorfallsillasaresultofanincidentinvolvingyour dog during the policy year and youarelegallyresponsible,wewillpay:

• Compensationandclaimant’scostsandexpenses, and • Legalcostsandexpensesfordefendingaclaim against you.

What you pay – your excess The excess is the amount youpaywhenyou claim. The excess youpayunderthissectionisexplainedonyour Certificates of Insurance.

What we will not pay under Third Party Liability1. More than the maximum benefit shown on your

Certificates of Insuranceforeachincident.Ifyou havemorethanonedoginsuredunderthispolicypleaseread‘Conditions for Third Party Liability’point5.

2. Anycostsandexpensesfordefendingyou which we havenotagreedbeforehand.

3. Anycompensation,costsandexpensesforanincident which involves yourprofession,occupationorbusiness.

4. Anycompensation,costsandexpensesresultingfromanincidentwhichinvolvestheprofession,occupationorbusinessofanyonewhoisemployedbyyou or anyone whoworksforyou in any way.

5. Anycompensation,costsandexpensesresultingfromanincidentthathappenswhereyou work.

6. Anycompensation,costsandexpensesforanincidentwhichtakesplacewhenyour dogisinthecareofabusinessoraprofessionalandyouarepayingfortheirservices.Forexample,butnotlimitedto,whenyour dogisinthecareofadogminder,adogsitteroratthegroomingparlour.

7. Anycompensation,costsandexpensesifyou are legallyresponsibleonlybecauseofacontractyou have entered into.

8. Anycompensation,costsandexpensesifyou are the personwhoiskilled,injuredorfallsill.

9. Anycompensation,costsandexpensesifthepersonwhoiskilled,injuredoffallsillliveswithyou, is a member of your immediate familyorisemployedbyyou.

10. Anycompensation,costsandexpensesifthepropertydamaged belongs to you,anypersonwholiveswithyou,amemberofyour immediate familyorapersonwhoisemployedbyyou.

11.Anycompensation,costsandexpensesifyou, a memberofyour immediate familyoranypersonwholives with youorisemployedbyyouisresponsiblefor,orlookingafter,thepropertythatisdamaged.

12. Anycompensation,costsandexpensesthatresultfromanincidentifyouhavenotfollowedinstructionsoradvice given to youbythere-homingorganisationoraqualifiedbehaviouristaboutthebehaviourofyour dog.

13. Anycompensation,costsandexpensesiftheincidenthappensinanareaorplacewheredogsarespecificallyprohibited,unless your dog escapesandenterstheareaoutsideofyour control.

14. Anycompensation,costsandexpensesifyou are deemedresponsibleunderthelawsofanycountry,other than the EU countries.

15.Anycompensation,costsandexpensesifyou are responsibleforair,waterorsoilpollution,unlessitcanbeproventhatthepollutiontookplaceimmediatelyafterandasaresultofanaccidentcausedbyyour dog.

16.Anycompensation,costsandexpensesifyour dog livesat,oriskepton,premiseswhichsellalcohol.Thereisnocoverifanincidenthappensat,orawayfrom,thepremises.Forthepurposeofthisinsurance,weclassadoglivingat,orbeingkepton,premiseswhichsellalcoholifthebusinesspremisescanbeaccessedfromtheresidentialpremises.

15

Conditions for Third Party Liability

1. You must not admit responsibility and/or negotiate

You, or anyone acting on your behalf,mustnotadmitresponsibility,agreetopayanyamountorclaimornegotiatewithanypersonfollowinganincident.

2. Telling us about an incident You must call usassoonaspossibleif: • Anincidenthappenswhichcouldleadtoaclaim

under this section. Youmustnotifyusofanincident evenifyou don’tbelievethataclaimisbeingmade against you at this time.

• You,oranyotherperson,areadvisedofany prosecution,inquestorenquirywhichcouldleadto a claim under this section.

To tell usaboutanincidentpleasecallour specialistliabilityteamon01483218782whoareavailableMondaytoFriday,9amto5pm,excludingBankHolidays.Outsidethesetimespleasecall 03450718000.

3. If you receive any legal documents You must immediately send us any writ, summons

or legal documents you receive. You or any other personmustnotrespondtoanyofthesedocuments.

4. Helping us with your claim You agree to: • Provide uswithanyinformationconnectedwith

the claim we askforincludingdetailsofyour dog’s history.

• Tell us orhelpusfindoutallthecircumstances ofanincidentthatresultsinaclaim,providewritten

statementsandgotocourtifneeded. • Allow ustotakechargeofyour claim and to

prosecuteinyournameforourbenefit.

5. Where more than one dog is insured under the policy

Ifmorethanoneofthedogsinsuredunderthispolicyare involved in, or contribute towards, an incident only one maximum benefitwillapplytotheincidentforallofthedogs.Thismeansthatif:

• The dogs involved all have the same maximum benefit; the most wewillpayfortheincidentisthat maximum benefit.Forexample,ifallofthedogs insured each have a maximum benefitof£1million, we willpaynomorethan£1millionfortheincident.

• Thedogsinvolvedhavedifferentmaximum benefits; the most wewillpayfortheincidentis thehighestofthemaximum benefits.Forexample ifonedoghasamaximum benefitof£1million, andanotherof£2million,wewillpaynomorethan £2millionfortheincident.

6. When another party is being paid to care for your dog

Ifabusinessoraprofessionalisbeingpaidtocareforyour doginanyway(forexample,butnotlimitedto,adogminder,adogwalkeroragroomer)itisyour responsibilityto:

• Makesurethebusiness/personhastheappropriate thirdpartyliabilityinsurancecover,and

• Tellthemifyour doghasanybehaviouralproblems orrequiresanyspecialhandlingsotheyareableto handle your doginanappropriatemanner.

What we will not pay under Boarding Fees1. More than the maximum benefit shown on your

Certificates of Insuranceforallhospitalisationduringthe policy year.

2. Anyamountifthepersonlookingafteryour pet lives with you orisamemberofyour family.

3. Anycostsresultingfromcareinanursinghomeor fromconvalescencecarethatyou do not receive in ahospital.

Conditions for Boarding Fees

1. Timescales for making a claim You must send us your claim no later than one year

afterthestayinhospital.Anyclaimsreceivedafterthistimewillnotbecoveredbythepolicy.

2. The reason you went into hospital Wewillonlyprovidecoverinthissectionifyou went

intohospitalbecauseyou were injured or ill and the injuryhappenedortheillnessfirstshowedsymptomsafteryour pet’s cover started. We will not cover any costsifyour stayinhospitalwasdueto:

• Pregnancy or giving birth. • Alcoholism, drug abuse or drug addiction.

Boarding FeesCoverinthissectionapplieswhen 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 payThecostofboardingyour petatalicensedboardingestablishmentor£15adaytowardsthecostofsomeonelookingafteryour pet while youarehospitalisedduringthe policy yearfor4ormoreconsecutivedays.

16

Youmustkeeptotheseconditionstohavethefullprotectionunderthissection.Ifyou do not, and the condition you have notkepttorelatestoaclaim,wecanrefusetheclaim.

Youmustkeeptotheseconditionstohavethefullprotectionunderthissection.Ifyou do not, and the condition you have notkepttorelatestoaclaim,we canrefusetheclaim.

Holiday CancellationCoverinthissectionapplieswhen your pet is in the UK and the other EU countries

What we will payWewillpaytravelandaccommodationexpenses,foryou and your immediate family, which you cannot recoverif,duringthe policy year, you have to:a)Cancel your journeybecause,upto7daysbefore

you leave, your pet needsimmediatelife-savingveterinary treatment for:

• An injury, or • A new illness(whichhe/shehasnevershown

signsofbefore)b)Cut your journey short because your pet, who has

not gone with you on the journey, goes missing or needsimmediatelife-savingveterinary treatment for:

• An injury, or • A new illness(whichhe/shehasnevershown

signsofbefore)

c) Cut your journey short because your pet, who is with you on the journey, needs to return homeforthetreatmentof:

• An injury, or • An new illness(whichhe/shehasnevershown

signsofbefore). Wewillpayfortheunusedtraveland

accommodationexpensesandtheextratravelexpensestogethome.

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.

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.

What we will payIf,duringthepolicy year, your pet is injuredorsuffersfromanewillness(whichhe/shehasnevershownsignsofbefore)whileonajourney and cannot travel home the same way he/she travelled abroad we willpay:• Extra costs to get your pet home,

• Thecostofaccommodationforyoutostayafteryour scheduleddateoftravelhome until your pet is well enough to travel, and • Ifyour petdies,thecostofreturningyour pet’s body homeorthecostofdisposaloverseas.

Emergency RepatriationCoverinthissectionapplieswhenyour pet is outside the UKinoneoftheotherEU countries

What we will payIf,duringthepolicy year, your pet is either unable to return to the UKormustbequarantinedonreturntotheUKbecauseof:1. A new illness(whichyour pet has never shown signsofbefore),2. Thefailureofthemicrochip,or3. The pet passport being lost or stolen,

Wewillpay:• Thecosttokeepyour pet inquarantine,• Thecostofgettingaduplicatepet passport. We will alsocoverthecostoftemporaryaccommodation while getting this and extra costs to travel homeif you missed your scheduled travel arrangements back home while youwerewaitingfortheduplicate.

Quarantine Expenses and Loss of DocumentsCoverinthissectionapplieswhen your pet is outside the UK inoneoftheother EU countries

17

What we will not pay under Holiday Cancellation, Emergency Repatriation and Quarantine Expenses and Loss of Documents

1. More than the maximum benefitforthesection,shown on your Certificates of Insurance,foralljourneys during the policy year.

2. Anyamountresultingfromapre-existing condition.3. Anyamountresultingfromanillness which starts in

the first 14 days of cover.4. Anyamountthatcanbeclaimedbackfromanywhere

else.

5. Thecostoffoodforanypersonorpet.6. Morethan£50forthecostofacoffin,casketorother

containerfor your pet’s remains.7. For Emergency Repatriation and Quarantine Expenses

and Loss of Documentsonly-Anyamountthatresultsfroman injury thathappensoranillnessfirstshowingclinical signsbeforethestartofyour journey.

Conditions for Holiday Cancellation, Emergency Repatriation and Quarantine Expenses and Loss of Documents

1. Timescales for making a claim You must send us your claim no later than one year

afterthejourney is cancelled or your pet returns home.Anyclaimsreceivedafterthistimewillnotbecoveredbythepolicy.

2. The cost of accommodation For Emergency Repatriation wewillprovide14days’

accommodationcosts,andforQuarantine Expenses and Loss of Documents, 7 days accommodation costs. For both sections wewillcoverupto£50foreachday’saccommodation.

3. Going overseas for veterinary treatment Wewillnotprovideanycoverifyour petlefttheUK

to get treatment in another country.

4. Veterinary confirmation Whenyou claim you needtoprovideevidenceofthe

below: • For Holiday Cancellation–ifyour pet goes with

you on the journey and returns homefortreatment you will only be able to claim under this section ifavet confirmsyour pet had to return homefor treatment.

• For Emergency Repatriation-you will only be able toclaimfortravelandaccommodationcostsifavet confirmsyour pet was too sick to travel home the same way he/she travelled abroad.

5. Your pets travel documents and microchip a)Whenyour pet passportisleftunattendedit

mustbekeptinyour locked accommodation or in the locked boot, covered luggage area or glove compartmentofalockedvehicle.

b)Ifyour pet passport is lost or stolen, within 24 hoursofdiscoveringitmissing,youmustreportthe incidenttothepoliceandgetapolicereport.Ifthe lossortheftoccurredonaship,aircraft,trainor coach youmustreportthelosstotheoperatorand getareport.

c)Your pet’smicrochipmustmeetthestandards ISO11784orISO11785.

Lawphone Legal Advice HelplineThe section only applies if it is shown on your Certificates of Insurance.

AccesstoLawphonewhichprovidesadvice,24hoursaday,365daysayear,onanypersonallegalmatter.Theadvice yougetfromLawphonewillalwaysbeaccordingtothelawsofGreatBritainandNorthernIreland.We may recordthecallsforyour and ourmutualprotectionandourtrainingpurposes.

ThecontacttelephonenumberforLawphoneisshownonyour Certificates of Insurance.Whenyou call Lawphone,quotethepolicyreference36316.Youwillthenbeaskedforabriefsummaryoftheproblemandthesedetailswillbepassedontoanadviserwhowillreturnyour call.

18

Youmustkeeptotheseconditionstohavethefullprotectionunderthesesections.Ifyou do not, and the condition you havenotkepttorelatestoaclaim,wecanrefusetheclaim.

Fraud increases yourpremiumandthepremiumsofallpolicyholders.Ifyou:

• Provide uswithfalseinformation,• Makeafalseorexaggeratedclaimwithus, or • Make any claim with us which involves your dishonesty,Wewillnotpayyour claim and we can void your policy,informtherelevantauthorities/otherorganisationsandrecordthedetailsonanti-frauddatabases.Ifwe payaclaimandsubsequentlyfindtheclaimwasfraudulent,you mustrepayus thefullamount.

‘Voidyourpolicy’meanswe will cancel yourpolicyfromthedatethefraudoccurred.Ifwe take this action you must repayusanyclaimpaymentsthatwe havemadefromthedatethefraudoccurred;thisisregardlessofwhetherornotalloftheclaimswerefraudulent.Ifanyotherinsurerasksifyou havehadapolicyvoid,you need to tell them that yourpolicywithuswasvoid.Ifyou do not, this can invalidateanyinsurancepolicyyou hold with any insurer who asks.

Fraud

1. There is no cover under this policy if: a)Your petislessthan6weeksold(orlessthan

8weeksoldifsoldbyalicensedbreeder). b)Your dogisusedforsecurity,guarding,track

racing or coursing. c)Your dog is, or is crossed with, a Pit Bull

Terrier,DogoArgentino,PerroDePresaCanario, DogoCanario,JapaneseTosa,FilaBrasileiro, CzechoslovakianWolfdog,SaarloosWolfhound/ Wolfdogoranywolfhybrid.

d) Your dogmustberegisteredundertheDangerous DogsAct1991,theDangerousDogs(Amendment) Act1997oranyfurtheramendmentstothisAct.

2. Laws and regulations - all sections of your policy do not cover:

a)Anyamountifyou break the UK laws or regulations, including those relating to animal healthorimportation.

b)Anyamountifagovernmentoranotherofficial body orders that your pet must be vaccinated against an illness aspartofacompulsorymass vaccinationprogramme. Wewillnotpayany costsrelatingtothevaccinationitselforany complicationsthathappenduetotheprocedure takingplace.Forthepurposeofthisinsurance, ‘a mass vaccination programme’ means a programmeofthecompulsoryvaccinationofa species,oraselectedgroupwithinaspecies, withtheaimofprotectingthatgroup,peopleor otheranimalsfroman illness or another risk.

c)Anyamountifyour petisconfiscatedordestroyed bygovernmentorpublicauthoritiesorunder the Animals Act 1971 United Kingdom because itwasworryinglivestock.Thisincludesanyfurther amendments to this Act.

d)AnycostscausedbecausetheDepartmentfor

Environment,FoodandRuralAffairs(DEFRA)has putrestrictionsonyour pet.

e)Anyamountconnectedwith,orresultingfrom,a CriminalCourtCaseoranActofParliament.

3. War, terrorism, civil commotion and radioactive contamination – all sections of your policy do not cover:

a)Anylossordamagecausedby,orresultingfrom, warofanynature,includingbutnotlimitedtowar, invasion,actsofforeignenemies,hostilitiesand warlikeactions(whetherwarbedeclaredornot) and civil war.

b) Any loss or damage caused by, or resulting from,rebellion,riot,revolution,nationalization, confiscation,expropriation,deprivation,requisition, insurrection, civil commotion assuming to proportionoforamountingtoanuprisingand militaryorusurpedpower.

c)Anylossordamagecausedby,orresultingfrom, anyactofterrorism.Anactofterrorismisanyact ofpersonsactingonbehalfof,orinconnection with, any organisation which carries out activities directedtowardstheoverthrowingorinfluencing, byforceorviolence,ofHerMajesty’sgovernment in the United Kingdom or any other government de jureordefacto.

d)Anylossordamagecausedby,orresultingfrom, ionising radiation or contamination by radioactivity fromanynuclearfuelorfromanynuclearwaste, fromcombustionofnuclearfuel,theradioactive, toxic,explosiveorotherhazardouspropertiesof anynuclearassemblyornuclearcomponentof such assembly.

4. Allsectionsofyourpolicydonotcoveranyamountthatresultsfromadiseasetransmittedfromanimalstohumans.

General exclusions that apply to all sections of your policy

It’sdistressingwhenamuchlovedpetisillorinjured so we do all wecantomaketheclaimsprocessasquickandeasyaspossible.There’slotsofusefulinformationonourwebsitepetplan.co.uk/claimswhereyou candownloadaclaimformortracktheprogressofanexistingclaimatyour convenience. This section tells you what you need to send usifyou claim. Don’tforget,ifyou have a valid claim under the Veterinary Fees section wecanusuallypaytheveterinarypracticedirect.

Getting a claim form• Mostclaimformscanbedownloadedfromour website petplan.co.uk/claims.

• MostveterinarypracticeswillhaveasupplyofVeterinary Feesclaimformsandsomeareabletosubmitthemelectronically.

• Ifyou would like us to send youaclaimformpleasecontact us.

When you need to send us your Veterinary Fees and Complementary Treatment claimsYou must send us your Veterinary Fees and/or Complementary Treatmentclaim(s)nolaterthanoneyearafteryour pet received treatment. Any claims received

afterthistimewillnotbecoveredbythepolicy.Iftreatmentis ongoing you must make sure that claims are sent to us atleastonceevery12months.Forallothersectionsofcover, you canfindoutwhenyou need to submit a claim byreadingthe‘Conditions’partofthatsection.You need to tell us about any incidents that could lead to a Third Party Liability claimIfanincidenthappensthatcouldleadtoaThird Party Liability claim you must call to tell us about it as soon as possible.Youmustdothisevenifyoudon’tbelievethataclaim will be made against youatthetime.Detailsofwhatyou needtodoifanincidenthappenscanbefoundin‘Conditions for Third Party Liability’point2,onpage16.

Claiming

19

How to make a claimIt’seasytomakeaclaimwithPetplan.Simplysendus yourcompletedclaimformalongwiththesupportingdocumentation listed below. Please make sure yourclaimformiscompletedfullybybothyou andifapplicableyour vet, as weneedthisinformationinordertoprocessyour claim.Ifanyinformationismissing,we will return the claim formtoyou whichwillunfortunatelydelayyour claim. Yourinsurancedoesnotcoveranychargesmadeforthecompletionofclaimformsorthecostofanysupportingdocumentationneededaspartofyour claim.

The supporting documentation you need to send with your claim form

Veterinary Fees and/orComplementary Treatment

Death from Injury orDeath from Illness

Theft or Straying and/orAdvertising and Reward

Third Party Liability

Forbothsectionsofcover,theveterinarypracticemustcompletetherelevantsectionoftheclaimform.Please send us:• Theinvoicesfromtheveterinarypracticeortherapist which show what you are claimingfor.

• If it’s the first claim you are making for your pet-his/herfullclinicalhistory.Thisisarecordofallvisitsyour pet has made to a vetandcanbeobtainedfromeachveterinarypracticeyour pet has attended. Wecanalsorequirethisifyou submitclaimsforcertainconditionsbutwillletyouknowifthisisneededoncewe have received your claimform.

• For Veterinary Fees when your pet is outside the UK -thebookinginvoiceforyour journey oranyotherofficialdocumentswhichshowthedatesofyour journey.

Please send us: • Thepurchasereceiptfromwhen you bought your pet.• Ifyour pet isapedigree,acopyofthepedigreecertificate• Thedeathcertificatefromyour vet –thisisn’tneededifyouaresubmitting

a Veterinary Feesclaimfortheillness/injury that caused your pet’s death.

You must phone us on 0345 074 4406 for the approval of any reward before you advertise it.Please send us evidence showing:• Theadvertisingcarriedouttotryandfindyour pet.• Thepoliceorrelevantauthoritybeingnotifiedwithin24hrsofyour pet going missing(onlyneededforcatsifyoubelievehe/shewasstolen).

• Therelevantpartybeingnotifiedwithin5daysofyour pet goingmissing.Ifyour petismicrochipped,thisisthemicrochipprovider.Ifyour pet is not microchipped,thisisatleastoneveterinarypracticeintheareawherehe/shewent missing.

For theft or straying please also send us:• Thepurchasereceiptfromwhenyou bought your petandifyour pet is a pedigree,theoriginalpedigreecertificate.Thesemustbetheoriginals(copieswillnotbeaccepted)andiftheclaimispaid,thesedocumentswillnotbereturned to you.

• Ifyou donothaveapurchasereceiptORwehavenotpaidaVeterinary Fees or Complementary Treatment claimunderthepolicy–your pet’s fullclinicalhistoryandarecentphotographof you and your pet.

For advertising and reward please also send us:• Theinvoicesandreceiptstoshowthecostsyouareclaimingfor.• If a reward has been given-areceiptgivingthefullname,address,telephonenumber,emailaddressandthesignatureof,thepersonwhofoundyour pet.

• If the loss or theft happened outside the UK-thebookinginvoiceoranotherofficialdocumenttoshowthedatesofyour journey and evidence showing the losswasreportedtothepoliceoroperator.

• IfanincidenthappensthatcouldleadtoaThirdPartyLiabilityclaimyou must call to tell usabouttheincidentassoonaspossible,evenifyoudon’t believe a claim will be made against you at the time. Our specialistliabilityteam areavailableon01483218782MondaytoFriday,9amto5pm,excludingBank Holidays(outsidethesetimespleasecontactuson03450718000).• You need to send usallcorrespondence,writs,summonsoranyotherlegal

documents as soon as you receive them. Youoranyotherpersonmustnotrespondtoanyofthesedocuments.

• Ifyou oranyotherpersonareadvisedofanyprosecution,inquestorenquirywhich could lead to a claim under this section, you must tell us as soon as possible.

20

Boarding Fees Yourdoctor/consultantandtheowneroftheboardingestablishment(ifonehasbeenused)mustcompletetherelevantsection(s)oftheclaimform.Please send us:• Theinvoicefromtheboardingestablishmentorwrittenconfirmationfromthepersonlookingafter your pet showingthedatesanddailycostofboarding.

Holiday Cancellation

Emergency Repatriationand/or Quarantine Expenses and Loss of Documents

Please send us: • Thebookinginvoiceandcancellationinvoicefromtheholidaysalesorganisation.Theinvoicesmustshowthedateofthebooking,thedatesofthejourney,thetotalcostoftheholiday,thedateyou decided to cancel or return homeandanyexpensesyou cannot recover.

• If your pet goes with you on the journey and has to return home for treatment –confirmationfromavet that your pet had to return homefortreatment.

• If you are claiming for extra travel costs-thereceiptsforyourexpenses.

Please send us: • Thebookinginvoiceoranotherofficialdocumentshowingthedatesofyour

journey.• Theinvoicesandreceiptstoshowthecostsyou are claiming.• If you are claiming for travel and accommodation costs–confirmationfroma

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 thelosswasreportedtothepoliceoroperatorwithin24hoursofdiscovering it missing.

Ouraimistogetitright,firsttime,everytime.Ifwe make a mistake we willtrytoputitrightstraightaway.Ifwe are unable to, wewillconfirmwe have received yourcomplaintwithinfiveworkingdaysanddoour best toresolvetheproblemwithin4weeks.Ifwe cannot we will let youknowwhenananswermaybeexpected.Ifwe have not resolved the situation within eight weeks we willissueyouwithinformationabouttheFinancialOmbudsmanService(FOS)whichoffersafree,independentcomplaintsresolutionservice.Ifyou have acomplaintpleasecontactourCustomerSatisfactionManager at:

Petplan, GreatWestHouse(GW2), GreatWestRoad, Brentford, Middlesex TW89DXUnitedKingdomEmailpetplan.csm@allianz.co.ukPhone03450261985

You have the right to refer your complaint to the Financial Ombudsman, free of charge - but you must do so within six months of the date of the final response letter.

Ifyoudonotreferyour complaintintime,theOmbudsman will not have ourpermissiontoconsideryourcomplaintandsowillonlybeabletodosoinverylimitedcircumstances.Forexample,iftheOmbudsmanbelievesthatthedelaywasasaresultofexceptionalcircumstances.

TheFinancialOmbudsmanService, Exchange Tower, LondonE149SRWebsite:www.financial-ombudsman.org.ukTelephone:08000234567or03001239123Email:complaint.info@financial-ombudsman.org.uk

TheEuropeanCommissionhasanonlinedisputeresolutionserviceforconsumerswhohaveacomplaintaboutaproductorserviceboughtonline.Ifyou choose to submit your complaintthiswayitwillbeforwardedtotheFinancialOmbudsmanService.Visitec.europa.eu/odrtoaccesstheOnlineDisputeResolutionService.Pleasequoteoure-mailaddress:petplan.csm@allianz.co.uk.Alternatively, you can contact the Financial Ombudsman Servicedirectly.Using our complaintsprocedureorreferraltotheFinancialOmbudsmanServicedoesnotaffect your legal rights.

IfAllianzisunabletomeetitsliabilitiesyou maybeentitledtocompensationundertheFinancialServicesCompensationScheme(FSCS).Furtherinformationaboutcompensationschemearrangementsisavailableatwww.fscs.org.uk, byemailingenquiries@fscs.org.ukorbyphoningtheFSCSon08006781100or02077414100.

Making a complaint

Financial Services Compensation Scheme

21

22

Fair Processing Notice – how we use personal information

IntheFairProcessingNoticebelowyou’llseethatAllianzismentioned.PetplanisasubsidiaryofAllianzInsuranceplcandwherewereferto‘we’‘us’and‘our’itmeansPetplanandAllianzInsuranceplc.

1. Who we are Whenwereferto“we”,“us”and“our” in this notice

itmeansAllianzInsuranceplc. Whenwe say“you”and“your” in this notice, we

meananyonewhosepersonalinformationwe may collect, including:

• anyoneseekinganinsurancequotefromus or whosedetailsareprovidedduringthequotation process

• policyholdersandanyonenamedonorcoveredby thepolicy

• anyonewhomaybenefitfromorbedirectlyinvolved inthepolicyoraclaim,includingclaimantsand witnesses.

2. How we use personal information Weusepersonalinformationinthefollowingways: • toprovidequotes,administerpoliciesand

policyholderclaimstofulfilour contract • toadministerthirdpartyclaims,dealwithcomplaints

andpreventfinancialcrimetomeetour legal obligations

• to manage our business and conduct market researchtomeetthelegitimateneedsofour business

• tosendmarketinginformationifwe have received yourspecificconsent.

Youarenotobligedtoprovideuswithpersonalinformation,butwe cannotprovideour productsandservices without it.

You have the right to object to us using your personal information.

You can do this at any time by telling us and we will consider your request and either stop using your information or explain why we are not able to.

Further details can be found below.

3. Marketing We use yourpersonalinformationtomarketproducts

and services to you. Our marketing activities may include: • providinginformationtoyouaboutproductsand

servicesbytelephone,post,emailandSMS,we will eitherdothisourselvesorusethirdpartypartnersto doitforus

• workingwithselectedpartnerstodisplayrelevant online advertisements to you, and to our other customers,onthirdpartywebsitesandsocial mediaplatforms.Todothis,wemayprovideour partnerswithsomeofyour personalinformationin anencryptedformat,whichtheyuseonlytoidentify theappropriateaudiencesforour advertisements. We ensure that our partnersdeletethisinformation once the advertisement audiences have been identified,anddonotusetheinformationfortheir ownpurposes.

If you do not wish to receive marketing information about our products and services you can tell us at any time by using the contact details found in section 10, “Know your rights”.

4. Automated decision making, including profiling We may use automated decision making, including

profiling,toassessinsurancerisks,detectfraud,andadminister your policy.Thishelpsus decide whether toofferinsurance,determinepricesandvalidateclaims.

Ifyou disagreewiththeoutcomeofanautomateddecisionpleasecontact us using the details in section10.

5. The personal information we collect Wecollectthefollowingtypesofpersonalinformation

about you so wecancompletetheactivitiesin section2,“Howwe usepersonalinformation”:

• basicpersonaldetailssuchasname,age,address and gender

• family,lifestyleandsocialcircumstances,suchas maritalstatus,dependantsandemploymenttype

• financialdetailssuchasdirectdebitorpaymentcard information

• photographsand/orvideotohelpus manage policiesandassessclaims

• trackingandlocationinformationifitisrelevantto yourpolicyorclaim

• identificationchecksandbackgroundinsurancerisk detailsincludingpreviousclaimsinformation

• medicalinformationifitisrelevanttoyourpolicyor claim

• criminalconvictionsifitisrelevanttoyourpolicyor claim

• accessibilitydetailsifwe need to make reasonable adjustmentstohelp

• businessactivitiesifitisrelevanttoyourpolicyor claim.

6. Where we collect personal information From you, your representativesorfrominformation

youhavemadepublic,forexampleonsocialmedia. Fromotherpersonsororganisations,forexample: • creditreferenceand/orfraudpreventionagencies • emergencyservices,lawenforcementagencies,

medicalandlegalpractices • veterinarypractices,animalcharitiesandbreeders • insurance industry registers and databases used to

detectandpreventinsurancefraud,forexamplethe MotorInsuranceDatabase(MID),theMotorInsurers Anti-FraudandTheftRegister(MIAFTR)andthe ClaimsandUnderwritingExchange(CUE)

• insuranceinvestigatorsandclaimsserviceproviders • otherinsurersorserviceproviderswhounderwrite

theinsuranceorprovideservicesforour products • otherinvolvedparties,forexampleclaimantsor

witnesses.

7. Sharing personal information We may share your personalinformationwith: • othercompanieswithintheglobalAllianzGroup

www.allianz.com • creditreference,fraudpreventionandotheragencies

that carry out certain activities on our behalf,for exampletheMotorInsuranceDatabase(MID),the InsuranceFraudBureau(IFB)andmarketing agenciesifagreed

23

• ourapprovedsupplierstohelpdealwithclaimsor provideour benefitservices,forexamplevehicle repairers,veterinaryadvisors,legaladvisorsand loss adjusters

• otherinsurers,thirdpartyunderwriters,reinsurers, insurance intermediaries, regulators, law enforcementandtheFinancialOmbudsmanService (FOS)andothercompaniesthatprovideservicesto us or you,forexampletheClaimsandUnderwriting Exchange(CUE)

• prospectivebuyersintheeventwe wish to sell all or partofour business.

8. Transferring personal information outside the UK WeuseserverslocatedintheEuropeanUnion(EU)to

store yourpersonalinformationwhereitisprotectedbylawsequivalenttothoseintheUK.Wemaytransferyour personalinformationtoothermembersoftheglobalAllianzGrouptomanageyourinsurancepolicyor claim; this could be inside or outside the EU. We haveBindingCorporateRules(BCRs)whichareour commitmenttothesamehighlevelofprotectionforpersonalinformationregardlessofwhereitisprocessed.TheserulesalignwiththoserequiredbytheEuropeanInformationProtectionauthorities.Ifyou wouldlikemoreinformationabouttheBCRspleasecontact our DataProtectionOfficer.

SomeofoursuppliershaveserversoutsidetheEU. Ourcontractswiththesesuppliersrequirethemtoprovideequivalentlevelsofprotectionforyour personalinformation.

9. How long we keep personal information Wekeepinformationonlyforaslongaswe need it

toadministerthepolicy,manageour business or as requiredbylaworcontract.

10. Know your rights You have the right to: • object to us using yourpersonalinformation.We

willeitheragreetostopusingitorexplainwhywe areunableto(therighttoobject)

• askforacopyofthepersonalinformationwe hold about you,subjecttocertainexemptions(data subjectaccessrequest)

• ask ustoupdateorcorrectyourpersonal informationtoensureitsaccuracy(therightof rectification)

• ask us to delete yourpersonalinformationfrom our recordsifitisnolongerneededfortheoriginal purpose(therighttobeforgotten)

• ask ustorestricttheuseof yourpersonal informationincertaincircumstances(therightof restriction)

• askforacopyofthepersonalinformationyou providedtous, so youcanuseitforyour own purposes(therighttodataportability)

• complainifyoufeelyour personalinformation has been mishandled. We encourage you to come to us inthefirstinstancebutyou are entitled to complaindirectlytotheInformationCommissioner’s Office(ICO)atwww.ico.org.uk

• ask us,atanytime,tostopusingyour personal information,ifusingitbasedonlyonyour consent (therighttowithdrawyourconsent).

If you wish to exercise any of these rights you can do so by contacting our Customer Satisfaction Manager:

Address: AllianzInsuranceplc, 2530TheQuadrant, AztecWest, Almondsbury, BristolBS324AW

Email: allianzretailcomplaints@allianz.co.uk Phone: 03301021781

Forpetandequineproductsonly: Address: AllianzInsuranceplc,

GreatWestHouse(GW2), GreatWestRoad, Brentford, MiddlesexTW89EY

Email: ahd.csm@allianz.co.uk Phone: 03450261985

ForAllianzMusicalInsuranceonly: Address: AllianzMusicalInsurance,

GreatWestHouse(GW2), GreatWestRoad, Brentford, MiddlesexTW89DX

Email: csm@allianz.co.uk Phone: 03443914037

ForAllianzLegalProtectionproductsonly: Address: AllianzLegalProtection,

2530TheQuadrant, AztecWest, Almondsbury, BristolBS324AW

Email: alpcomplaints@allianz.co.uk Phone: 03450700886

11. Data Protection Officer Contact details Ifyou haveanyqueriesabouthowwe use your

personalinformation,pleasecontactourDataProtectionOfficer:

Address: DataProtectionOfficer, Allianz, 57 Ladymead, Guildford, SurreyGU11DB

Email: dataprotectionofficer@allianz.co.uk Phone: 03301021837

Changes to our Fair Privacy NoticeOccasionally it may be necessary to make changes to this notice.Whenthathappenswewillprovideyou with an updatedversionattheearliestopportunity.Themost recent version will always be available on our website. www.allianz.co.uk

8289/8

BY TELEPHONE 03450718000

BY EMAIL info@petplan.co.uk

IN WRITING PetplanCustomerCentre GreatWestHouse(GW2) GreatWestRoad Brentford Middlesex TW89DX United Kingdom

WEBSITE petplan.co.uk

Downloadaclaimform petplan.co.uk/claims Track your claim petplan.co.uk/claims MyPetplanarea petplan.co.uk/mypetplan

PET BEREAVEMENT 08001386515 HELPLINE Run by The Blue Cross

How to contact us

PetplanisatradingnameofPetPlanLimitedwhoadministerthecoverandAllianzInsuranceplcwhoprovideandunderwritethecover.PetPlanLimited(RegisteredinEnglandNo.1282939)isasubsidiaryofAllianzInsuranceplc(RegisteredinEnglandNo.84638).Registeredofficeaddress:57Ladymead,Guildford,SurreyGU11DB,UnitedKingdom.

Pet Plan Limited is authorised and regulated by the Financial ConductAuthority. Financial ServicesRegister No. 311969.Allianz Insurance plc isauthorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial ServicesRegisterNo.121849.Petplan’stradingaddressis:GreatWestHouse(GW2),GreatWestRoad,Brentford,MiddlesexTW89DX.