Pet Insurance - Sainsbury’s Bank · Holiday Cover 19 Section 1 ... Section 3 - Loss Cover (optional) 28 Death from injury 28 Death from illness 28 Cremation 29 ... and . pet. insurance,

PetInsurancePolicy Booklet –Premier and Premier PlusEffective from 1st September 2013

Contents

Policy Summary 1

Terms and Conditions 6Introduction 6How to contact us 6

Definitions 7

General conditions applicable to the whole policy 12

Claims conditions 15

General exclusions applicable to all sections of the policy 17

General exclusions only applicable to Section 5 – Holiday Cover 19

Section 1 – Veterinary Fees 20

Section 2 – Personal Liability 25

Section 3 - Loss Cover (optional) 28Death from injury 28Death from illness 28Cremation 29

Section 4 – Safe return (optional) 30Theft or Straying 30Advertising and Reward 31Emergency Boarding Fees 32

Section 5 – Holiday cover (optional) 34Trip Cancellation 34Quarantine and Loss of Travel Documents 35Emergency Repatriation 36

How we use your data 38

Complaints procedure 39

Financial Services Compensation Scheme 40

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

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This policy summary does not contain full Terms and Conditions of your insurance; fulldetails can be found in your Terms and Conditions.

Duration of the policy

This policy will remain in force for 12months from the date it starts and for anyperiod which you renew as long as youcontinue to pay the premium. You mayneed to review and update your coverperiodically, to ensure the policy remainssuitable for your needs.

The insurer

Allianz Insurance plc.

Type of insurance cover

This policy covers the cost of VeterinaryFees if your pet is injured or becomes ill.Providing you continue to renew yourpolicy and pay your premium (without abreak in cover) the cost of veterinary feesfor each injury or illness is covered up tothe limit stated in the Significant Featuresand Benefits section, regardless of howlong this takes.

Policy Summary

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Significant features and benefits

Please check the Certificate of Insurance for your pet to understand if you have coverunder the Premier or Premier Plus plan.

The benefits listed below are optional sections of cover and may not be included in coverfor your pet. The benefit is only included in the cover for your pet if it is shown on yourCertificate of Insurance.

Benefit Limits Claim basis

Premier Premier Plus

1. Veterinary Fees £7,500 £13,000 For each illness or injury

The Veterinary Fees limit above includes:

Overseas veterinary treatment £7,500 £13,000 For each injury or illness

Complementary Treatment £1,000 £1,500 For each injury or illness

Physiotherapy £1,000 £1,500 For each injury or illness

Treatment for behavioural illness £250 £400 For each injury or illness

2. Personal Liability (dogs only) £2,000,000 £2,000,000 For each incident

Benefit Limits Claim basis

Premier Premier Plus

4. Loss Cover

Death from Injury £1,500 £1,500

Death from Illness £1,500 £1,500

Cremation £100 £100

5. Safe Return

Theft or Straying £1,500 £1,500

Advertising and Reward £1,500 £1,500 In each period of insurance

Emergency Boarding Fees £1,500 £1,500 In each period of insurance

6. Holiday Cover

Trip Cancellation £1,500 £1,500 In each period of insurance

Quarantine and Loss of Travel Documents £1,500 £1,500 In each period of insurance

Emergency Repatriation £1,500 £1,500 In each period of insurance

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Significant exclusions and limitations

This section covers the significant exclusions and limitations of the policy. Please beaware that your policy may not include all of the benefits mentioned below.

Further information regarding the points below can be found in the Terms and Conditionsin the sections indicated.

The excess for your pet is shown onyour Certificate of Insurance.

a) A fixed amount only - this is theamount that you have to pay foreach unrelated injury or illness ineach policy year. This means that ifyour pet receives treatment for thesame injury or illness in separatepolicy years, we will deduct a fixedexcess from the first claim(s) paidfor each injury or illness in eachpolicy year.

b) A fixed amount and a percentageamount - the fixed amount will bededucted as explained in a) above. Inaddition, you must also pay apercentage of all treatment costs,this will be deducted from all claimssubmitted and will be calculated onthe amount left after the fixedamount has been deducted.

See ‘Definitions’ – Excess, andVeterinary Fees ‘What is not covered’ –point 1.

• Your policy covers the cost of treatmentfor a dental injury or illness providingyour pet had a dental examinationcarried out by a vet in the 12 monthsbefore the injury happened or the illnesswas first noticed. See Veterinary Fees‘What is not covered’ – point 6.

• Your insurance does not cover anyillness which starts in the first 14 daysof your pet’s first policy year or any pre-existing conditions. If your pet wasinjured or ill at any time before yourinsurance started we will not cover anycosts relating to that injury or illness.See the ‘What is not covered’ sections inVeterinary Fees and Death from Illness –points 2 and 3, and Death from Injury –point 2.

• You can claim up to the Veterinary Feeslimit stated in the Significant featuresand benefits section for each separateand unrelated injury and illness duringthe lifetime of your pet. This means youcan continue to claim for an injury orillness until we have paid the limit forthat injury or illness, providing youcontinue to renew your policy and payyour premium without a break in cover.After we have paid the limit for an injuryor illness we will not pay any furtherclaims for that, or any related, injury orillness. See Veterinary Fees ‘What iscovered’.

• The Veterinary Fees excess is theamount you have to pay towards thecost of your pet’s treatment. Theexcesses that apply for your pet will bea) a fixed amount only or b) a fixedamount and a percentage amount.

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• You must send us your claim(s) withinone year of the treatment taking place,death or the discovery of any loss, theftor straying. See ‘Claims conditions –When to claim’.

• Cover in the optional Death from Illnesssection stops on your pet's 9th birthdayor if your pet is a Select breed, its 5thbirthday. See Death from Illness ‘What isnot covered’ – point 5, and ‘Definitions’ –Select breed.

• If you have taken the optional cover forCremation, the cost of cremation iscovered providing the injury or illness iscovered under either the Death fromInjury or Death from Illness benefit. See Cremation ‘What is not covered’ –points 2 and 3.

Additional exclusions may have beenplaced on the policy for your pet. Ifapplied these are shown on yourCertificate of Insurance.

Cancellation period

If, after receiving your Certificate ofInsurance and full policy Terms andConditions, you are not happy, you have 14days during which you can cancel thepolicy. In this case we will cancel yourpolicy and you will receive a full refund ofany premiums paid. Full details of thecancellation rights can be found in yourTerms and Conditions.

Claiming

You can notify us of a claim and obtain a claim form by calling 0808 172 6471 or emailing [email protected], if you already have a claim form or have downloaded a claim form from our website,www.sainsburysbank.co.uk/petinsurance,you can notify us by sending the completedform to:

Sainsbury’s Pet Insurance, Great West House (GW2), Great West Road,Brentford, Middlesex TW8 9DX, United Kingdom

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Complaints procedure

If you have a complaint please contact ourCustomer Satisfaction Manager at:

Sainsbury’s Pet Insurance, Great West House (GW2), Great West Road,Brentford, Middlesex TW8 9DX, United Kingdom

Telephone: 0808 172 6477

Email: [email protected]

If we are unable to resolve the problem wewill provide you with information about theFinancial Ombudsman Service. Full detailsof our complaints procedure may be foundin your Terms and Conditions. Using ourcomplaints procedure or referral to theFinancial Ombudsman Service does notaffect your legal rights.

Financial ServicesCompensation Scheme (FSCS)

You may be entitled to compensation fromthe FSCS if we cannot meet our liabilities.

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Terms and Conditions

Introduction

These are your pet insurance Terms andConditions and detail your pet’s cover andthe basis on which all claims will be settled.These Terms and Conditions are part ofyour insurance contract; the other partsare your Certificate of Insurance and yourwritten, internet or telephone application.To understand exactly what your insurancecontract covers you must read yourCertificate of Insurance, together withthese Terms and Conditions.

There are 5 sections of cover but please beaware that some of the sections may not beincluded in the cover you have chosen foryour pet. The section is only included if it isshown as covered on your Certificate ofInsurance. We recommend you check yourpet’s cover now and contact us as soon aspossible if this is not as expected.

In return for the correct premium, duringthe period of insurance, we will providecover in the following sections if they areshown in your Certificate of Insurance.

Sainsbury’s Pet Insurance is sold,underwritten and administered by AllianzInsurance plc.

How to contact us

Sainsbury’s Pet Insurance Great West House (GW2)Great West RoadBrentfordMiddlesex TW8 9DXUnited KingdomTelephone: 0808 172 6472Email:[email protected]@sainsburysbankpetinsurance.co.uk

The law applicable to this policyThe laws of England and Wales apply to thisinsurance contract.

The language used in this policyUnless we agree otherwise the language ofthe policy and all communications relatingto it will be in English.

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Definitions

These definitions apply throughout theseTerms and Conditions. Where we explainwhat a word means that word will appearhighlighted in bold print and have the samemeaning wherever it is used in thisdocument. We have listed the definitionsalphabetically.

Agreed countriesmeans any European Union member statesand Territories which are included in thePet Travel Scheme.

Bodily injury means an identifiable physical injury to anyperson caused by sudden, unexpected,external and visible means including injuryas a result of unavoidable exposure to theelements.

Carriermeans a transport company approved bythe United Kingdom Government to carryanimals according to the Pet TravelScheme.

Clinical sign/signsmeans a change(s) in your pet’s normalhealthy state, its bodily functions orbehaviour.

Complementary treatmentmeans:

• Acupuncture and homeopathy carriedout by a vet.

• Herbal medicine prescribed by amember of a veterinary practice.

• Chiropractic manipulation carried out bya member of a veterinary practice or amember of the McTimoney AnimalAssociation, McTimoney ChiropracticAssociation, the InternationalAssociation of Animal Therapists (IAAT)or the International VeterinaryChiropractic Association (IVCA)providing the member is a qualifiedanimal chiropractor.

• Hydrotherapy carried out:

- By a member of a veterinarypractice, providing thehydrotherapy is carried out in apool/water treadmill owned by theveterinary practice.

- In a pool/water treadmill where thehydrotherapy business has fullCanine Hydrotherapy Association(CHA) membership.

- By a member of the NationalAssociation of Registered CanineHydrotherapists (NARCH).

• Osteopathy carried out by a member ofa veterinary practice or a member ofthe International Association of AnimalTherapists (IAAT) providing the memberis a qualified animal osteopath.

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Elective treatment, diagnostic orproceduremeans any treatment, diagnostic orprocedure you request, which the vetconfirms is not necessary.

Excessmeans the amount you are required to paytowards a claim.

• The excesses which apply to the coverfor your pet are shown on yourCertificate of Insurance.

• For Veterinary Fees this will be a) afixed amount only or b) a fixed amountand a percentage amount:

a) A fixed amount only - the fixedamount is the amount you have topay towards the cost of treatmentfor each injury or illness that is notrelated to any other injury or illnesstreated during the same period ofinsurance. This means that if yourpet receives treatment for the sameinjury or illness in separate periodsof insurance, we will deduct a fixedexcess from the first claim(s) paidfor each injury or illness in eachperiod of insurance.

b) A fixed amount and a percentageamount - the fixed amount will bededucted as explained in a). Inaddition, you must also pay apercentage of all treatment costs.The percentage you have to pay isshown on your Certificate ofInsurance and this will be deductedfrom all claims submitted and will becalculated on the amount left afterthe fixed amount has been deducted.

Familymeans your husband, wife, civil partner,partner, parents, grandparents, brothers,sisters, sons, daughters, grandsons andgranddaughters.

Homemeans the place in the United Kingdomwhere you usually live.

Hydrotherapymeans the treatment of injury or illness,with, or in, water, including swimming in apool and the use of a water treadmill.

Illnessmeans any change(s) to a normal healthystate, sickness or disease andabnormalities, including defects andabnormalities your pet was born with orwere passed on by its parents.

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Illness which starts in the first 14 daysof covermeans an illness that:

a) Showed clinical signs,

b) Has the same diagnosis or clinical signsas an illness that showed clinical signs,

c) Is caused by, relates to, or results from,a clinical sign that was noticed, or anillness that showed clinical signs,

• In the first 14 days of your pet’sfirst period of insurance.

No matter where the illness or clinicalsigns are noticed or happen in, or on, yourpet’s body.

Immediate familymeans your husband, wife, civil partner,partner, parents, sons and daughters.

Injury/injuredmeans physical damage or trauma causedimmediately by an accident. Not anyphysical damage or trauma that happensover a period of time.

Market valuemeans the price generally paid for a similarpet based on its age, breed, sex, pedigreeand breeding ability at the time youbecame the owner of your pet.

Maximum benefitmeans the most we will pay for eachseparate and unrelated injury or illness asshown on your Certificate of Insurance.

Member of a veterinary practicemeans any person legally employed by aveterinary practice under a contract ofemployment.

Period of insurancemeans the time for which we provide coveras set out in the Certificate of Insuranceand for which we have accepted yourpremium.

Pet/petsmeans the cat or dog owned by you whichis named in the Certificate of Insurance.

Pet Travel Schememeans the United Kingdom Governmentscheme, administered by the Departmentfor Environment, Food and Rural Affairs(DEFRA) allowing you to take your petabroad to certain specific countries and re-enter the United Kingdom without theneed for your pet to go into quarantine,provided certain criteria have been adheredto. The scheme is also known as PETS.

Physiotherapymeans physiotherapy (not includinghydrotherapy) carried out by a member ofa veterinary practice or a member of oneof the following organisations, providingthe member is a qualified animalphysiotherapist:

• Association of CharteredPhysiotherapists in Animal Therapy(ACPAT)

• International Association of AnimalTherapists (IAAT)

• National Association of VeterinaryPhysiotherapists (NAVP)

• Institute of Registered Veterinary andAnimal Physiotherapists (IRVAP)

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Pre-existing conditionmeans an injury or illness that:

a) Happened or first showed clinical signs,

b) Has the same diagnosis or clinical signsas an injury, illness or clinical signyour pet had,

c) Is caused by, relates to, or results from,an injury, illness or clinical sign yourpet had,

• Before your pet’s cover started.

No matter where the injury, illness orclinical signs are noticed or happen in, oron, your pet’s body. This is regardless ofwhether or not we place any exclusion(s)for the injury/illness.

Select breedplease refer to the ‘select breed’ section onyour Certificate of Insurance to find out ifyour pet is a select breed.

Terrorismmeans an act, including but not limited tothe use of force or violence and/or thethreat thereof, of any person or group(s) ofpersons, whether acting alone or on behalfof or in connection with any organisation(s)or governments, committed for political,religious, ideological or similar purposesincluding the intention to influence anygovernment and/or to put the public, or anysection of the public, in fear.

Therapistmeans a Certified Clinical AnimalBehaviourist (CCAB) or a member of one ofthe following organisations:

• Association of CharteredPhysiotherapists in Animal Therapy(ACPAT)

• Association of Pet BehaviourCounsellors (APBC)

• Canine and Feline BehaviourAssociation (CFBA)

• Canine Hydrotherapy Association (CHA)

• Institute of Registered Veterinary andAnimal Physiotherapists (IRVAP)

• International Association of AnimalTherapists (IAAT)

• International Veterinary ChiropracticAssociation (IVCA)

• McTimoney Animal Association

• McTimoney Chiropractic Association

• National Association of RegisteredCanine Hydrotherapists (NARCH)

• National Association of VeterinaryPhysiotherapists (NAVP)

Travel documentsmeans the Pet Passport, PETS Certificateand/or Certificate for treatment againstparasites issued for your pet under theterms of the Pet Travel Scheme.

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Treatmentmeans the cost of the following whenrequired to treat injury or illness:

a) Any examination, consultation, advice,test, x-ray, diagnostic procedure,surgery and nursing carried out by avet, a veterinary nurse or anothermember of a veterinary practice underthe supervision of a vet, and

b) Any medication legally prescribed by avet.

Treatment of a behavioural illnessmeans the treatment of a change(s) to yourpet’s normal behaviour that is caused by amental or emotional disorder which couldnot have been prevented by training and/orspaying/castration. Treatment must becarried out by a member of a veterinarypractice, a Certified Clinical AnimalBehaviourist (CCAB) or a member of one ofthe following organisations:

• Association of Pet BehaviourCounsellors (APBC)

• Canine and Feline BehaviourAssociation (CFBA)

Trip/tripsmeans travel from your home to any of theagreed countries for a maximum of 90days for all trips in the period of insurance.This includes the duration of your holidayor business trip and any travel in, andbetween, agreed countries and returnjourneys to your home.

United Kingdommeans England, Scotland, Wales, NorthernIreland, the Isle of Man and the ChannelIslands.

Vetmeans a fully qualified veterinary surgeonholding a current registration with theRoyal College of Veterinary Surgeons.

We/us/ourmeans Allianz Insurance plc.

You/yourmeans the person named as thepolicyholder in the Certificate of Insurance.

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General conditionsapplicable to the wholepolicy

You must comply with the followingconditions to have the full protection ofyour policy. If you do not, and the conditionyou have not kept to relates to a claim, wemay refuse the claim.

1. Precautionsa) Throughout any period of insurance

you must take all reasonable steps tomaintain your pet’s health and to avoidinjury, illness, bodily injury, death, loss,theft, straying, damage or destruction. Ifthere is a disagreement between youand us as to what reasonable steps are,the details will be referred to anindependent national welfare body or anindependent vet mutually agreed upon.

b) You must arrange and pay for your petto have:

• A yearly dental examination. Anytreatment recommended as a resultof the dental examination must becarried out as soon as possible.

• Any treatment normallyrecommended by a vet to prevent orreduce the risk of injury or illness.

2. VaccinationsYou must ensure that your pet isvaccinated in accordance with therecommendation of your vet againstdistemper, hepatitis, leptospirosis andparvovirus for dogs and feline infectiousenteritis, feline leukaemia and cat flu forcats.

3. OwnershipYou must be the owner of the pet. Yourcover will cease immediately if your petis sold or re-homed.

4. Treatment detailsYou agree that any vet or therapistthat has treated your pet has yourpermission to release any informationthat we might request concerning yourinsurance. Any charge for the release ofthis information will be yourresponsibility.

5. Pre-existing conditionsAny injury/illness which occurredbefore your pet’s cover started is a pre-existing condition and somethingwhich will never be covered by yourinsurance. This is regardless of whetherwe place an exclusion for theinjury/illness or not.

6. Renewal termsa) If you pay your premium by Direct Debit

instalment, when your policy is due forrenewal we will renew it for youautomatically, to save you the worry ofremembering to contact us before therenewal date. We will write to youbefore the policy expires with full detailsof your premium and policy conditionsfor the next period of insurance. If youdo not want to renew this policy just letus know.

b) When we offer further periods ofinsurance, we may:

• Change the premium, excesses andthe policy Terms and Conditions.

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• Place exclusions because of yourpet’s claims and veterinary history.

• Limit or withdraw Personal Liabilitycover based on a review of yourpet's behaviour. For example, anyaggressive tendencies shown or anyincidents where your pet has causedinjury to a person or another animal.

c) If, after we have offered a furtherperiod of insurance, you make a claimthat relates to a period of insurancebefore the one we have offered, wemay, based on the details of the claim,place exclusions backdated to the startof the further period of insurance.

d) At each renewal, we ask you to notifyus of certain information. Theinformation we require from you will bestated in your renewal documentation.It is important that you provide us withfull and accurate information as thiscould affect a future claim.

7. Changes during the period of insuranceChanges will only be made to yourpolicy at renewal; we will not change thecover we provide for your pet duringthe period of insurance, unless:

• You decide to change your pet'scover.

• You did not tell us about somethingwhen we previously asked.

• You provided us with inaccurateinformation when previously asked,regardless of whether or not youthought it was accurate at the time.

8. Dual insuranceWe will not make any payment for anyclaim that results from an incidentwhich is covered by any otherinsurance. If there is any otherinsurance under which you are entitledto make a claim you must report theincident to that insurance company andtell us their name and address and yourpolicy and claim number with them.

9. CancellationIf your policy is cancelled or comes toan end for any reason all cover for yourpet will stop on the date the policy iscancelled/ends and no further claimswill be paid.

Statutory cancellation rights

You may cancel this policy up to 14days after receiving your policydocuments when first starting insurancecover with us or at renewal, up to 14days after your renewal date. Anypremium already paid by you for this14-day period will be refunded to youproviding no claim has been made or isintended to be made. If you canceloutside the 14-day cancellation periodand the premium becomes due you maynot receive a refund of your premium.

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Cancellation outside the statutory periodYou may cancel your policy at any time bycalling or writing to us and we may giveyou a refund of the money you have paidfor the period of insurance after thecancellation date. If we have paid a claimyou may not receive a full return of yourpremium.

We may cancel your policy at any time ifyou have been dishonest or fraudulent inany dealings with us or your vet hasadvised that you have been negligenttowards your pet.We will give you 7 days'notice in writing to the last address youhave given us and we will give you a refundof any money you have paid for the periodof insurance after the cancellation date.

Non-payment of premiumsYour pet is only covered under this policy ifyou pay the premium. If you pay the yearlypremium in Direct Debit instalments andyou miss an instalment, you must pay theoutstanding amount within 10 days of thedate the instalment was due to be paid. Ifwe do not receive your payment within 10days of the date the premium was due,your insurance will automatically stop andwe will make no further claim payments.

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Claims conditions

You must comply with the followingconditions to have the full protection ofyour policy. If you do not, and the conditionyou have not kept to relates to a claim, wemay refuse the claim.

1. When to claim

For all sections other than PersonalLiability

To make a claim you need to send us acompleted claim form and the claimsevidence listed in the section underwhich you are claiming.

The claim form and claims evidencemust be sent to us within one year oftreatment taking place, bodily injury,death, disease or the discovery of anyloss, theft or straying. If we do notreceive the claim and accompanyinginformation within this time frame theclaim will not be covered by the policy.

Claim forms can be downloaded from ourwebsite, www.sainsburysbank.co.uk/pet,and some veterinary practices will havea supply of Veterinary Fees claim forms.Please contact us if you would like us tosend you a claim form.

For Personal Liability

You must let us know of any incidentthat happens even if you don't believe aclaim will be made against you at thistime. To notify an incident please call uson 0808 172 6471.

You must notify us immediately:

• If an incident occurs which couldlead to a claim under this section.

• Upon being advised of anyprosecution, inquest or enquirywhich could lead to a claim underthis section.

You must also tell us if you are awareof any writ, summons, letter of claim orother document as soon as you receiveit and you or any other person must notrespond to any of these documents.Every communication relating to a claimmust be sent to us immediately. You oranyone acting on your behalf must notnegotiate, admit or repudiate (refuse)any claim without our permission inwriting.

2. Providing informationa) You or your legal representatives

must supply at your own expense allinformation, evidence, details of anyother insurance policy involved(such as household) and veterinarycertificates as required by us.

b) We may refuse to reimburse you forany expenses for which you cannotprovide receipts, invoices or bills.

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3. Claim form completionWe cannot guarantee payment of aclaim over the telephone. If you want tomake a claim you must send us acompleted claim form.

For Veterinary Fees you must arrangefor your vet to fill in their part and youmust send the claim form and therequired claims evidence to us withinone year of the pet receiving thetreatment. You will be responsible forany costs charged for the completion ofthe form. If all or part of your claimcannot be paid we will tell you inwriting.

4. Signs of injury or illnessYou must arrange for a vet to examineand treat your pet as soon as possibleafter it shows clinical signs of an injuryor illness and follow any advice theygive. If you do not follow the vet’sadvice we will not pay any claimsrelating to that injury or illness.

5. Transferring of rightsWe are entitled to take over any rightsin the defence or settlement of anyclaim and to take proceedings in yourname for our benefit against any otherparty. You must give us any help youcan and provide any documents we askfor.

6. FraudYou must not act in a fraudulentmanner. If you or anyone acting for you:

a) Make a claim under the policyknowing the claim to be false orfraudulently exaggerated in anyrespect, or

b) Make a statement in support of aclaim knowing the statement to befalse in any respect, or

c) Submit a document in support of aclaim knowing the document to beforged or false in any respect, or

d) Make a claim in respect of any loss,damage or destruction caused byyour wilful act or with yourconnivance,

Then:

• We will not pay the claim.

• We will not pay any other claimwhich has been or will be madeunder the policy.

• We may at our option declare thepolicy void and if we do, we will notmake any return of premium. 'Void'means we will cancel your policyfrom the date the fraud occurred. Ifwe take this action you must tell anyother insurer that we have voidedyour policy and failure to do thiscould invalidate any futureinsurance policy.

• We are entitled to recover from youthe amount of any claim alreadypaid under the policy.

• We may inform the police of thecircumstances.

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General exclusionsapplicable to all sections ofthe policy

The following exclusions apply to all sections of the policy.

1. Age of your petYour pet being under 8 weeks of age.

2. War risks and civil commotionWar, invasion, acts of foreign enemies,hostilities or warlike operations(whether war be declared or not), civilwar, rebellion, terrorism, riot,revolution, insurrection, civil commotionassuming the proportions of oramounting to an uprising, military orusurped power.

3. Radioactive contaminationIonising radiation or contamination byradioactivity from any nuclear fuel orfrom any nuclear waste, fromcombustion of nuclear fuel, theradioactive, toxic, explosive or otherhazardous properties of any nuclearassembly or nuclear component of suchassembly.

4. Excluded breedsa) Any pet that is, or is crossed with, a

Pit Bull Terrier, Dogo Argentino,Perro De Presa Canario, DogoCanario, Japanese Tosa, FilaBrasiliero, Czechoslovakian Wolfdog,Saarloos Wolfhound/wolfdog or anywolf hybrid.

b) Any pet which is registered underthe Dangerous Dogs Act 1991, theDangerous Dogs (amendment) Act1997 or any further amendments tothis Act.

5. Notifiable diseasesAny notifiable disease as named in theAnimal Health Act 1981 or an Ordermade under that Act, such as rabies.

6. The pet’s useYour pet being used for security,guarding, track racing or coursing.

7. Health or importation regulationsYou breaking the laws or regulations ofEngland, Wales, Scotland or NorthernIreland, including those relating toanimal health or importation.

8. Confiscation or destructionThe confiscation or destruction of yourpet by Government or PublicAuthorities, or under the Animals Act1971 United Kingdom and the Controlof Dogs Act 1986 because it wasworrying livestock.

9. RestrictionsThe Department for Environment, Foodand Rural Affairs (DEFRA) or anyGovernment or Public Authority puttingany restrictions on your pet.

10. Illness contracted abroadAny illness that your pet contractedwhile outside the United Kingdom thatit would not normally have contracted inthe United Kingdom.

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11. Legal expenses, fines and penaltiesLegal expenses, fines and penaltiesconnected with, or resulting from, aCriminal Court Case or an Act ofParliament made in the UnitedKingdom.

12. Disease transfer Any amount resulting from a diseasetransmitted from animals to humans.

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The following exclusions apply to all benefits in Section 5 - Holiday Cover.

5. Carriers costsAny costs imposed by the carrier tocarry out checks whether required bythem or by any Government orgoverning body.

6. Pet Travel Scheme costsAny costs incurred in order to complywith the Pet Travel Scheme unlessspecifically mentioned.

7. Exchange ratesAny loss due to variations in exchangerates of any and every description.

1. Non-compliance with the Pet TravelSchemeYour non-compliance with any part ofthe Pet Travel Scheme requirements,whether imposed by the UnitedKingdom Government, a carrier or othercountries involved in the Pet TravelScheme.

While your pet is outside the UnitedKingdom you must follow the conditionsof the Pet Travel Scheme. Full detailsof the Pet Travel Scheme can be foundon the DEFRA website,www.defra.gov.uk, or you can call theDEFRA Pet Travel Scheme Helpline on0870 241 1710.

2. Customs regulationsAny delay, confiscation, detention,requisition, damage, destruction or anyprohibitive regulations by Customs orany Government Officials or Authoritiesof any country unless specificallycovered by this policy.

3. Countries outside the Pet TravelSchemeAny travel outside of the agreedcountries.

4. Duration of travelAny incident or event which occurswhen pet has been outside of theUnited Kingdom for more than 90 daysin each period of insurance.

General exclusions onlyapplicable to Section 5 –Holiday Cover

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Cover in this section applies in the UnitedKingdom and the agreed countries only

What is covered

We will pay you the cost of treatment yourpet has received to treat injury and illness.

For each separate and unrelated injury andillness, during the lifetime of your pet, youcan claim up to the maximum benefit:

• £7,500 if your pet is covered under thePremier plan

• £13,000 if your pet is covered underthe Premier Plus plan

This means you can continue to claim foran illness or injury until we have paid themaximum benefit for that illness or injuryproviding you continue to renew yourpolicy and pay your premium without abreak in cover. After we have paid themaximum benefit for an illness or injurywe will not pay any further claims for that,or any related, illness or injury.

The above maximum benefit includes thefollowing when referred and endorsed byyour vet:

• The cost of complementarytreatment – up to £1,000 if your pet iscovered under the Premier plan, or£1,500 if covered under the PremierPlus plan.

• The cost of physiotherapy – up to£1,000 if your pet is covered under thePremier plan, or £1,500 if coveredunder the Premier Plus plan.

• The cost of treatment for abehavioural illness – up to £250 if yourpet is covered under the Premier plan,or £400 if covered under the PremierPlus plan.

Special conditions relating toclaims

1. Before your pet is treated check thatyour vet is willing to complete the claimform and supply us with the supportinginvoices. We will not pay for the vet todo this.

2. The claim form and invoices must besent to us within one year of the petreceiving the treatment. Please makesure that the form is fully completedand signed by both you and your vetand that it is indicated to whom weshould make the payment.

3. If you have asked us to pay your vet,and we agree to, we will send paymentdirectly to the practice and if there isany amount other than the excess thatwe cannot pay because the costs arenot covered we will tell you in writing.You must settle with your vet anyamount we cannot pay.

4. For all claims your vet must complete aclaim form and supply us with thesupporting invoices on each occasionthat treatment is provided.

5. If your claim involves complementarytreatment, physiotherapy ortreatment of a behavioural illness theclaim form must be signed by your vetand the therapist must provide invoicesshowing the costs involved.

Section 1 –Veterinary Fees

21

6. The maximum amount we will pay forthe cost of treatment of each injuryand illness is the maximum benefit thatapplies on the date the injury happenedor the date the clinical signs of theillness were first noticed.

7. If a number of injuries or illnesses are:

a) Diagnosed as one injury or illness,or

b) They are caused by, relate to, orresult from, another injury orillness,

One maximum benefit will apply to thetreatment received for all the injuriesor illnesses. In this case the maximumbenefit will start from the first date inthe period of insurance any of theillnesses or injuries were treated.

9. After we have paid the maximumbenefit for an injury or illness we willnot pay the cost of any more treatmentfor:

a) The same injury or illness,

b) An injury or illness with the samediagnosis as the injury or illness wehave paid the limit for, or

c) An injury or illness that is causedby, relates to, or results from, aninjury or illness that we have paidthe limit for.

No matter where the injury or illness isnoticed or happens in, or on, your pet’sbody.

10. If we agree for a claim settlement to bepaid direct to your vet and you allowthis, then if the vet, who has treatedyour pet or is about to treat your pet,asks for information about yourinsurance that relates to a claim, we willtell the vet what the insurance covers,what we will not pay for, how theamount we pay is calculated and if thepremium is paid to date.

11. If we receive a request to pay the claimsettlement direct to a veterinarypractice, we reserve the right to declinethis request.

12.We may refer your pet’s case history toa vet that we choose and if we request,you must arrange for your pet to beexamined by this vet. We will pay anycosts for this.

13. If you decide to take your pet to adifferent vet or therapist for a secondopinion because you are unhappy withthe diagnosis or treatment provided,you must tell us before you arrange anappointment. If you do not, we will notpay any costs relating to the secondopinion. If we request, you must use avet or therapist we choose. If wedecide the diagnosis or treatmentcurrently being provided is correct, wewill not cover any costs relating to thesecond opinion.

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14. It is your responsibility to ensure theveterinary practice or therapist is paidwithin the required time frame:

• If an additional charge is added tothe cost of treatment due to thelate payment of fees, we will deductthis charge from the claimsettlement.

• If a discount is given for paying thecost of treatment within a certaintime frame, you must providepayment within this time frame. Ifyou do not, we will deduct thediscount, which would have beenprovided, from the claim settlement.

What is not covered

1. The amount of the excess shown inyour Certificate of Insurance.

2. The cost of any treatment for a pre-existing condition.

3. The cost of any treatment for anillness which starts in the first 14days of cover.

4. The cost of any treatment to preventan injury or illness.

5. The cost of hospitalisation and anyassociated treatment, unless the vetconfirms that your pet must behospitalised for essential treatment,regardless of your personalcircumstances.

6. The cost of dental treatment unless:

• The treatment relates to an injuryor illness, and

• Your pet had a dental examinationcarried out by a vet in the 12months before the clinical signs ofthe injury or illness were firstnoticed.

7. The cost of killing and controlling fleasand the cost of general healthimprovers.

8. The cost of any food, including foodprescribed by a vet, unless it is:

• Used to dissolve existing bladderstones and crystals in urine, which islimited to a maximum of 40% of thecost of food for up to 6 months. Adiagnostic test must be carried outto confirm the presence of thestones/crystals.

• Liquid food, used for up to 5 dayswhile your pet is hospitalised at aveterinary practice, providing thevet confirms the use of the liquidfood is essential to keep your petalive.

9. The cost of any vaccination and micro-chipping, other than the cost oftreating any complications that arisefrom this procedure.

10.The cost of spaying (including spayingfollowing a false pregnancy) orcastration, unless:

• The procedure is carried out whenyour pet is suffering from an injuryor illness and is essential to treatthe injury or illness, or

• The costs claimed are for thetreatment of complications arisingfrom this procedure.

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11.The cost of spaying or castration for thetreatment of a behavioural illness.

12.The cost of any treatment in connectionwith breeding, pregnancy or giving birth.

13.The cost of any complementarytreatment, physiotherapy or thetreatment of a behavioural illnesswhich is carried out without referralfrom a vet.

14.The cost of a house call unless the vetconfirms that your pet is suffering froma serious injury or illness and thatmoving your pet would either endangerits life or significantly worsen theserious injury/illness.

15.The cost of any additional veterinaryattention required because you areunable to administer medication due toyour pet’s behaviour or your personalcircumstances.

16.Extra costs for treating your pet outsideusual surgery hours, unless the vetconfirms an emergency consultation isessential, regardless of your personalcircumstances.

17.Costs that result from an illness orinjury specifically excluded in theCertificate of Insurance.

18.The cost of treating any injury orillness deliberately caused by you,anyone living with you or anyone elselooking after your pet.

19.The cost of surgical items that can beused more than once.

20.The cost of buying or hiring equipmentor machinery or any form of housing,including cages.

21.The cost of grooming, de-matting orbathing your pet, other than bathingwhen a substance is being used which,according to the manufacturer’sguidelines, can only be administered bya member of a veterinary practice.

22.The cost of a post-mortem examination.

23.The cost of transplant surgery, includingpre- and post-operative care.

24.The cost of any prosthesis, includingany veterinary treatment needed to fitthe prosthesis, other than hip, kneeand/or elbow replacement(s).

25.The costs of having your pet cremated,buried or otherwise disposed of.

26.The cost of any treatment in connectionwith a retained testicle(s) if your pet isover the age of 12 weeks when coverstarted.

27.The cost to remove dew claws, unlessthey are damaged or infected at thetime the surgery is carried out.

28.The cost of any elective treatment,diagnostic or procedure or anytreatment that you choose to havecarried out that is not directly related toan injury or illness, including anycomplications that arise.

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29.The cost of pheromone products,including DAP diffusers and Feliway.

30.Anything mentioned in the Generalexclusions applicable to all sections ofthe policy on page 17.

31.The cost of any treatment if a claim hasnot been submitted within one year ofyour pet receiving treatment.

32.The cost of any treatment while on atrip if:

• A vet believes the treatment can bedelayed until your pet returns home.

• The trip was made to get treatmentabroad.

Claims evidence

We will require the following:

• A completed claim form, and

• The invoices from the veterinarypractice or therapist which show whatyou are claiming for.

• The first claim submitted for your petmust include his/her full clinical history.The full clinical history is a record of allvisits your pet has made to a vet andthis information can be obtained fromeach veterinary practice your pet hasattended. In addition, we may requirethe full clinical history when you submitclaims for certain conditions but will letyou know if this is needed once we havereceived your claim form.

• If the claim is for treatment in anagreed country, you need to providethe booking invoice for your trip or anyother official documents which show thedates of your trip.

The claim form and claims evidence mustbe sent to us within one year of thetreatment taking place.

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Cover in this section applies in the UnitedKingdom only

For the purposes of this section theDefinitions of ‘you’ and ‘your’ are extendedto include any person looking after yourpet with your permission.

What is covered

If property is damaged, or someone iskilled, injured or falls ill as a result of anincident involving your pet during theperiod of insurance and you are legallyresponsible, we will pay:

1. Compensation and claimant’s costs andexpenses, and

2. Legal costs and expenses for defendinga claim against you.

We will pay up to £2,000,000 for eachincident.

Special conditions relating to claims

1. You must not admit responsibility,agree to pay any claim or negotiate withany person following an incident.

2. You must notify us immediately:

a) If an incident occurs which couldlead to a claim under this section.

b) Upon being advised of anyprosecution, inquest or enquirywhich could lead to a claim underthis section.

3. You must immediately send us everywrit, summons or legal documents youreceive and you or any other personmust not respond to any of thesedocuments.

4. You agree to provide us with anyinformation connected with the claimwe reasonably ask for including detailsof your pet’s history.

5. You agree to tell us or help us find outall the circumstances of an incident thatresults in a claim, provide writtenstatements and go to court if needed.

6. You must allow us to take charge ofyour claim and allow us to prosecute inyour name for our benefit.

7. If you die, your legal representative(s)will have the protection of this cover aslong as they comply with these Termsand Conditions.

8. If more than one of the dogs insuredunder this policy are involved in, orcontribute towards, an incident, we willpay no more than £2,000,000 for theincident for all of the dogs.

9. If a business or a professional is beingpaid to care for your pet in any way (forexample, but not limited to a dogminder, a dog walker or a groomer) it isyour responsibility to:

a) Make sure the business/person hasthe appropriate third party liabilityinsurance cover, and

Section 2 –Personal Liability (this section only applies for dogs)

26

b) Tell them if your pet has anybehavioural problems or requiresany special handling so they are ableto handle your pet in an appropriatemanner.

What is not covered


2. Any costs and expenses for defendingyou which we have not agreedbeforehand.

3. Any compensation, costs and expensesresulting from an incident whichinvolves your profession, occupation orbusiness.

4. Any compensation, costs and expensesresulting from an incident whichinvolves the profession, occupation orbusiness of anyone who is employed byyou or anyone who works for you in anyway.

5. Any compensation, costs and expensesfor an incident which takes place whenyour pet is in the care of a business or aprofessional and you are paying fortheir services. For example, but notlimited to, when your pet is in the careof a dog minder, a dog sitter or at thegrooming parlour.

6. Any compensation, costs and expensesif you are legally responsible onlybecause of a contract you have enteredinto.

7. Any compensation, costs and expensesif the person who is killed, injured orfalls ill, lives with you, is a member ofyour immediate family or is employedby you.

8. Any compensation, costs and expensesif the property damaged is yourresponsibility or it belongs to you, anyperson who lives with you, a member ofyour immediate family or a person whois employed by you.

9. Any compensation, costs and expensesif you, a member of your immediatefamily or any person who lives with youor is employed by you is responsible for,or looking after, the property that isdamaged.

10.Any compensation, costs and expensesthat result from an incident if you havenot followed instructions or advicegiven to you by previous owners, the re-homing organisation or a qualifiedbehaviourist about the behaviour ofyour pet.

11.Any compensation, costs and expensesif the incident happens in an area orplace where dogs are specificallyprohibited, unless your pet escapes andenters the area outside of your control.

12.Any compensation, costs and expensesif you are deemed responsible under thelaws of any country, other thanmembers of the European Union.

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13.Any compensation, costs and expensesif you are responsible for air, water orsoil pollution, unless it can be proventhat the pollution took placeimmediately after and as a result of anaccident involving your pet.

14.Any compensation, costs and expensesresulting from an incident that happenswhere you work.

15.Any compensation, costs and expensesif your pet is kept or lives on premiseswhich sell alcohol, unless there is noaccess from the residential premises tothe business premises.

16.Anything mentioned in the Generalexclusions applicable to all sections ofthe policy on page 17.

To notify us of a potential claim under this section please call us on 0808 172 6471.

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These benefits are only covered if you have requested the optional Loss Cover and theyare shown on your Certificate of Insurance.

Death from Injury


What is covered

We will pay you the amount you paid foryour pet, up to a maximum of £1500, ifyour pet dies or has to be put to sleep by avet, during the period of insurance,following an injury.

If you have no formal proof of how muchyou paid, we will pay the market value orpurchase price, whichever is less. If you didnot pay for your pet we will pay the marketvalue.

What is not covered

1. Death caused by an illness.

2. Any claim if the death results from aninjury that happened before your pet’scover started.

3. Any amount unless your vet confirms itwas not humane to keep your pet alivebecause it was suffering from an injurythat could not be treated.

4. Any death that results from an injuryspecifically excluded on your Certificateof Insurance.

5. Anything mentioned in the Generalexclusions applicable to all sections ofthe policy on page 17.

6. Any amount if a claim has not beensubmitted within one year of your pet’sdeath.

Death from Illness


What is covered

We will pay you the amount you paid foryour pet, up to a maximum of £1500, ifyour pet dies or has to be put to sleep by avet, during the period of insurance, as aresult of an illness.


What is not covered

1. Death caused by injury.

2. Any amount if your pet’s death resultsfrom a pre-existing condition.

3. Any amount if your pet’s death resultsfrom an illness which starts in thefirst 14 days of cover.

4. Any death that results from an illnessspecifically excluded on your Certificateof Insurance.

5. Any claim for any select breed aged 5years or over or any other pet aged 9years of age or over at the time ofdeath.

Section 3 –Loss Cover (optional)

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6. Any amount unless your vet confirms itwas not humane to keep your pet alivebecause it was suffering from anincurable illness.

7. Any claim if the death results frombreeding, pregnancy or giving birth.



Cremation


What is covered

We will pay you up to £100 towards thecost of cremation if your pet dies or is putto sleep by a vet, during the period ofinsurance, as a result of an injury orillness.

What is not covered

1. Any amount if your pet dies due to aninjury and his/her death is not coveredunder the Death from Injury benefit.

2. Any amount if your pet dies due to anillness and his/her death is not coveredunder the Death from Illness benefit.

3. Any amount to have your pet’s bodyburied or disposed of in any way otherthan cremation.

4. Any amount if your pet is put to sleepdue to aggression.


Claims evidence

To claim under Death from Injury or Deathfrom Illness we will require the following:

• A completed claim form,

• A death certificate from your vet (atyour expense),

• The purchase receipt from when youbought your pet, and

• If your pet is a pedigree, a copy of thepedigree certificate.

To claim under Cremation we will requirethe following:

• A completed claim form, and

• The invoice showing the cost ofcremation.

The claim form and claims evidence mustbe sent to us within one year of your pet’sdeath.

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These benefits are only covered if you have requested the optional Safe Return coverand they are shown on your Certificate of Insurance.

2. To submit a claim for Theft or Strayingyou must have advertised the loss ofyour pet and when you claim you mustprovide us with evidence showing theadvertising took place.

3. If your pet has not been found within 90days, please fill in a claim form andreturn it to us (no later than one yearafter the date your pet went missing).

4. If the claim is paid the original pedigreecertificate and purchase receipt will notbe returned to you.

5. If your pet is found or returns, you mustrepay the full amount that we have paidunder this section of your policy.

What is not covered

1. Any amount if you or the person lookingafter your pet has freely parted with it,even if tricked into doing so.


3. Any amount if a claim has not beensubmitted within one year of your petgoing missing.

Theft or Straying


What is covered

We will pay you the amount you paid foryour pet, up to a maximum of £1500, ifyour pet is stolen or goes missing, duringthe period of insurance, and is notrecovered within 90 days.



1. You must take the following steps:

a) As soon as you discover your dog isstolen/missing, or that your cat mayhave been stolen, you must tell theappropriate authority and obtainwritten confirmation of your report.Depending on where you live theappropriate authority may be yourlocal authority or the police.

b) For all missing pets, within 5 days ofdiscovering your pet is missing youmust tell at least one veterinarypractice in the area where he/shewas last seen.

Section 4 –Safe Return (optional)

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Claims evidence



• Evidence of the advertising carried outto try and find your pet,

• The purchase receipt from when youbought your pet, and

• If your pet is a pedigree, the originalpedigree certificate.

The claim form and claims evidence mustbe sent to us within one year of your petgoing missing.

Advertising and Reward


What is covered

If your pet is lost or stolen we will pay youup to £1500 in each period of insurancefor the costs of:

1. Local advertising (including up to £75towards sundries to make your ownposters and advertising material), and

2. The reward you have offered and paidto get your pet back.


1. You must take the following steps:

a) As soon as you discover your dog isstolen/missing, or that your cat mayhave been stolen, you must tell theappropriate authority and obtainwritten confirmation of your report.Depending on where you live theappropriate authority may be yourlocal authority or the police.

b) For all missing pets, within 5 days ofdiscovering your pet is missing youmust tell at least one veterinarypractice in the area where he/shewas last seen.

2. The £1500 benefit covers the cost ofboth advertising and a reward. This fullamount is available to you to use foradvertising but the amount you can usefor a reward is limited to £750.

3. You must obtain our approval beforeadvertising a reward; if not, the cost ofthe reward will not be covered by thisinsurance.

4. You must provide us with a receipt(s)for any amount which you are claimingfor. Any costs not supported by areceipt will not be covered by thisinsurance.

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What is not covered

1. Any costs relating to your pet being lostor stolen before his/her cover started.

2. Any reward paid to:

• A member of your family or anyperson living with you.

• The person who was caring for yourpet when it was lost or stolen.

• The person who stole your pet orany person who is in collusion withthe person who stole your pet.

3. Any reward that we have not agreed tobefore you advertised it.

4. Any reward not supported by a signedreceipt giving the full name, address andtelephone number of the person whofound your pet.


6. Any amount if a claim has not beensubmitted within one year of your petgoing missing.

Claims evidence

You must phone us on 0808 172 6471 forthe approval of any reward before youadvertise it.



• Copies of any advertisements placedand receipts or bills for anyadvertisement costs claimed for, and

• Receipt for any amount of the rewardyou are claiming.

The claim form and claims evidence mustbe sent to us within one year of your petgoing missing.

Emergency Boarding Fees


What is covered

This section provides cover if you or anymember of your family, permanentlyresiding with you, suffer any bodily injury,illness or disease which necessitates youror their emergency hospitalisation as an in-patient for a period exceeding 4complete days where no other member ofyour family permanently residing with youis able to look after your pet.

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We will pay you up to £100 per week, up toa maximum of £1500 in any period ofinsurance, towards:

1. The cost of boarding your pet at alicensed boarding establishment.

2. The cost of paying someone to lookafter your pet.


1. If your pet is not being boarded at alicensed boarding establishment, wemust agree to the amount to be paid tothe person looking after your pet.

What is not covered

1. Any costs resulting from you going intoa hospital because of an injury orillness first occurring or showingsymptoms before your pet’s coverstarted.

2. Any costs resulting from you beingpregnant, giving birth or any treatmentthat is not related to an injury orillness.

3. Any costs resulting from treatment thatis not related to a bodily injury, illnessor disease.

4. Any costs resulting from your going intoa hospital for the treatment for alcoholor solvent abuse, drug abuse, drugaddiction, attempted suicide or self-inflicted bodily injury or illness.

5. Any costs resulting from care in anursing home or from convalescencecare that you do not receive in ahospital.


7. Any costs if a claim has not beensubmitted within one year of the stay inhospital.

Claims evidence



• Written confirmation from theappropriate kennels or cattery showingthe dates and daily cost of boarding or aletter from the carer that the agreedsum has been received, and

• A medical certificate or writtenconfirmation from the treating doctor orthe hospital that confirms the dates ofyou or your family member’s admissionand subsequent discharge from hospital.

The claim form and claims evidence mustbe sent to us within one year of the stay inhospital.

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These benefits are only covered if you have requested the optional Holiday Cover andthey are shown on your Certificate of Insurance.

6. Any amount you can claim back fromanywhere else.

7. The cost of food.

8. Anything mentioned in the Generalexclusions applicable to all sections ofthe policy on page 17 or Generalexclusions only applicable to Section 5 –Holiday Cover on page 19.

9. Any amount if a claim has not beensubmitted within one year of your tripbeing cancelled.

Claims evidence



• Written confirmation of the treatmentsigned by your vet, and

• Cancellation invoices from your travelagent, tour operator or other holidaysales organisation. The invoices mustshow the dates and total cost of yourholiday, the date you decided to cancelor return home and any expenses thatyou cannot recover.

The claim form and claims evidence mustbe sent to us within one year of your tripbeing cancelled.

Trip Cancellation

Cover in this section applies in the UnitedKingdom and agreed countries only

What is covered

We will pay you up to £1500 in each periodof insurance for travel and accommodationexpenses that you cannot recover if you, orany member of your family permanentlyresiding with you, have to cancel or cutshort your trip because your pet:

1. Has gone missing while you are away, or

2. Is injured or shows the first clinicalsigns of any illness, while you areaway, or up to 7 days before you leave,and needs immediate life-savingtreatment.

What is not covered


2. Any amount or expenses resulting froma pre-existing condition.

3. Any amount or expense resulting froman illness which starts in the first 14days of cover.

4. Any amount unless a vet has certifiedyour pet is too ill to travel or has toreturn home for treatment.

5. Any amount if your trip was made toget treatment abroad.

Section 5 –Holiday Cover (optional)

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Quarantine and Loss of TravelDocuments

Cover in this section applies in the agreedcountries only

What is covered

If your pet is either unable to return to theUnited Kingdom or must be quarantined onreturn to the United Kingdom because of:

1. An illness first showing clinical signsduring your trip,

2. The failure of the microchip, or

3. The travel documents being lost orstolen,

We will pay you up to £1500 in each periodof insurance for:

• The cost to keep your pet in quarantine,

• The cost of getting duplicate traveldocuments,

• The cost of temporary accommodationwhile getting the duplicate traveldocuments, and

• Extra costs to travel home if the time ingetting duplicate travel documents hascaused you to miss your scheduledtravel arrangements back to your home.


1. When the travel documents are leftunattended they must be kept in yourlocked accommodation or in the lockedboot, covered luggage area or glovecompartment of a locked vehicle.

2. If the travel documents are lost orstolen, within 24 hours of discoveringthem missing, you must report theincident to the police and obtain a policereport. If the loss or theft occurred on aship, aircraft, train or coach you mustreport the loss to the operator andobtain a report.

What is not covered

1. Any costs resulting from a pre-existingcondition.

2. Any costs resulting from an illnesswhich starts in the first 14 days ofcover.

3. Any costs resulting from an injury thathappens or an illness first showingclinical signs before the start of yourtrip.

4. Any costs if the microchip was notchecked and found to be functioningproperly within the 14 days prior toyour departure on any trip.

5. Any costs that can be reclaimed fromanywhere else.

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6. Any costs that result from the failure ofany microchip that does not meet thestandards ISO 11784 or ISO 11785.

7. More than 7 days’ accommodation andmore than £30 for each day’saccommodation.

8. Anything mentioned in the Generalexclusions applicable to all sections ofthe policy on page 17 or Generalexclusions only applicable to Section 5 –Holiday Cover on page 19.

9. Any amount if a claim has not beensubmitted within one year of the dateyour pet returns home.

Claims evidence



• Documents showing your pet wasmicro-chipped prior to your trip with amicrochip of ISO Standard 11784 orAnnex A to ISO Standard 11785,

• The booking invoices from your travelagent, tour operator or other holidaysales organisation showing the dates ofyour trip,

• The invoices and receipts to show thecosts being claimed, and

• If applicable the police or operator’sreport.

The claim form and claims evidence mustbe sent to us within one year of the dateyour pet returns home.

Emergency Repatriation

Cover in this section applies in the agreedcountries only

What is covered

If your pet is injured or shows the firstclinical signs of an illness during your tripand cannot travel home the same way ittravelled abroad we will pay you up to£1500 in each period of insurance for:

1. Extra costs to get your pet home,

2. The cost of accommodation for you tostay after your scheduled date of travelhome until your pet is well enough totravel, and

3. If your pet dies, the cost of returningyour pet’s body home or the cost ofdisposal in an agreed country.

What is not covered

1. Any costs resulting from an injury thathappens or an illness first showingclinical signs before the start of yourtrip.

2. Any costs that can be reclaimed fromanywhere else.

3. Any costs unless a vet has certifiedyour pet is too ill to travel home thesame way it travelled abroad.

4. Any costs unless a vet has certifiedyour pet is too ill to travel home on thescheduled date of departure.

37

5. Any costs if your trip was made to gettreatment abroad.

6. More than 14 days’ accommodationcosts and more than £30 for each day’saccommodation.

7. The cost of a coffin, casket or othercontainer for your pet’s remains.

8. The cost of food.

9. Anything mentioned in the Generalexclusions applicable to all sections ofthe policy on page 17 or Generalexclusions only applicable to section 5 -Holiday Cover on page 19.

10.Any amount if a claim has not beensubmitted within one year of the dateyour pet returns home.

Claims evidence



• The booking invoices from your travelagent, tour operator or other holidaysales organisation showing the dates ofyour trip, and

• The invoices and receipts to show thecosts being claimed.

The claim form and claims evidence mustbe sent to us within one year of the dateyour pet returns home.

38

• Please be aware that telephone callsmay be recorded for your and ourprotection, and for monitoring andtraining purposes.

• Your details will be stored on ourcomputer system to administer yourpolicy but will not be kept longer thannecessary.

• You have the right to request a copy ofthe personal data we hold about you. Asmall charge may apply.

• We can only discuss your personaldetails with you. If you would likeanyone else to act on your behalf pleaselet us know.

• Unless you advise otherwise, we mayuse your details to support thedevelopment of our business byincluding them in customer surveys. Ifyou do not want this to happen just letus know.

• We may share your details with otherinsurance companies, directly orthrough a number of databases. Thisallows us to check information you giveus and also helps us prevent fraud.

• Your personal details may betransferred to countries outside theEEA. They will at all times be heldsecurely and handled with the utmostcare in accordance the laws of Englandand Wales.

• We may pass your information to ourveterinary advisors and/or to lossadjusters outside the Allianz Group forthe purpose of administering your claimand/or underwriting your policy.

• Sainsbury’s Bank plc will share yourdetails (other than financialinformation) with Sainsbury’sSupermarkets Limited for marketresearch and statistical analysis. Unlessyou have opted out of this service youmay be contacted by mail, telephone,email, SMS or otherwise about otherproducts and services that may be ofinterest to you.

How we use your data

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Complaints procedure

We are committed to providing you with anexceptional level of service and customercare. We realise that things can go wrongand there may be occasions when you feelthat we have not provided the service youexpected. When this happens, we want tohear about it so that we can try to putthings right.

Our aim is to get it right, first time, everytime. If we make a mistake we will try toput it right promptly. We will alwaysconfirm to you the receipt of yourcomplaint within five working days and doour best to resolve the problem within fourweeks. If we cannot we will let you knowwhen an answer may be expected. If wehave not sorted out the situation withineight weeks we will provide you withinformation about the FinancialOmbudsman Service.

If you have a complaint please contact ourCustomer Satisfaction Manager at:

Sainsbury’s Pet InsuranceGreat West House (GW2) Great West Road BrentfordMiddlesex TW8 9DX United Kingdom

Email:[email protected]

Telephone: 0808 172 6477

Using our complaints procedure or referralto the Financial Ombudsman Service doesnot affect your legal rights. In allcommunications, please quote your policyreference number.

40

If Allianz is unable to meet its liabilities youmay be entitled to compensation under theFinancial Services Compensation Scheme(FSCS). Further information aboutcompensation scheme arrangements isavailable at www.fscs.org.uk, by [email protected] or by phoning theFSCS on 0800 678 1100 or 0207 7414100.

Financial ServicesCompensation Scheme

Sainsbury’s Pet Insurance is sold, underwritten and administered by Allianz Insurance plc registered in Englandnumber 84638. Registered office: 57 Ladymead, Guildford, Surrey GU1 1DB. Allianz Insurance plc is authorised bythe Prudential Regulation Authority and regulated by the Financial Conduct Authority and the PrudentialRegulation Authority. Allianz Insurance plc is on the Financial Services Register, registration number 121849.

Sainsbury’s Bank, registered office: 33 Holborn, London, EC1N 2HT and Allianz Insurance plc are not part of thesame corporate group.

SBTC02 07.13

Getting in touch

Sainsbury’s Pet Insurance

Great West House (GW2)

Great West Road

Brentford

Middlesex

TW8 9DX

United Kingdom

Telephone: 0808 172 6472

Email: [email protected] [email protected]

We're available Monday to Friday, 8am until 8pm, andSaturday, 9am until 5pm.

Alternatively, you can visit www.sainsburysbank.co.uk/petfor help and support.