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Pet Insurance
Important policy information
Insurance
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Please call 03457 46 46 46 if you would like to
receive this information in an alternative format
such as large print, audio or Braille.
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Welcome to Co-op Pet Insurance 4
Unlimited online veterinary advice 5
How to make a claim 6
How to make changes to your policy 9
Table of cover – Time Limited policies 10
Table of cover – Lifetime 1000 and Lifetime 2500 12
Table of cover – Lifetime 5000 and Lifetime 7500 13
Table of cover – Lifetime 10000 and Lifetime 16000 14
What words mean 16
What we ask of you 19
What we will not cover 20
Section 1: Veterinary fees
(treatment to your pet) 23
Section 2: Death from illness 28
Section 3: Death from accident 29
Section 4: Farewell cover
(euthanasia, cremation and burial costs) 30
Section 5: Third Party Liability
(claims against you or your dog) 31
Contents
Section 6: Advertising and reward costs
(if your pet is lost or stolen) 35
Section 7: Loss of pet
(if your pet is lost or stolen) 36
Section 8: Emergency boarding kennel/cattery fees 37
Section 9: Emergency holiday cancellation 39
Section 10: Overseas travel cover
(cover for your pet whilst travelling abroad) 41
Section 11: Unexpected quarantine expenses 42
Section 12: Emergency expenses abroad 43
Section 13: Helplines 44
Cancellation 45
I’m having nancial difculty 47
Fraud 49
Renewal terms 50
Complaints procedure 51
Data protection 53
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Welcome to Co-op Pet Insurance
We’re pleased you’ve chosen us to help look after your pet if
they ever need it.
Our pets are part of our families and whilst we hope you never
need to use this insurance, should you ever need to, we’re here
to help and make the process as easy as possible, so you can
spend time looking after your pet whilst they recover.
This policy booklet provides you with details on your cover, any
important exclusions and information on how to contact us, or
make a claim.
We encourage you to read this document in full, to ensure that
you fully understand what you are and are not covered for.
Your pet insurance policy lasts for a year and you can pay the
full year’s premium in one payment or by monthly instalments.
Your insurance contract is made up of this Policy Wording, Your
Policy Schedule and the information you gave when arranging
this insurance or at any time after.
Travelling with your pet
This policy will cover you and your pet while permanently
living at your home address as shown on your policy schedule
and when travelling anywhere within the UK. The policy will
also cover you and your pet when travelling to certain other
countries for up to 30 days within each period of insurance (see
Section 10: Cover for your pet whilst travelling abroad on page
41).
The law that applies to this policy
The law of England and Wales will apply to this policy unless you
and we agree differently. Alternatively, if you live permanently
in Scotland, Northern Ireland, the Channel Islands or the Isle of
Man, the law of that country will apply (unless agreed otherwise).
This policy and all other information concerning it are written in
the English language.
Consumer insurance
(Disclosure and Representations) Act 2012
When taking out your policy, you must take all care in
answering all questions asked honestly and to the best of your
knowledge. This includes anything asked within your application
for insurance as well as any information relating to your pet’s
medical history.
Your failure to supply truthful answers in relation to the answers
given could mean your policy is cancelled or your claim is
not paid or fully paid. If you are not sure about any questions
asked or the answers you have given then please contact our
Customer Services Department on 0333 009 2439.
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Unlimited online veterinary advice
In partnership with
A lot of pet owners who notice a change in their pet’s behaviour
often ask themselves if they need to see a vet immediately or
not and may nd themselves paying for a visit to the vet that
wasn’t needed.
We know that sometimes getting your pet to see a vet can be
more hassle and stress than the appointment itself. Therefore,
as a valued Co-op Pet Insurance customer, we are giving you
full, unlimited access to our friends at FirstVet.
FirstVet offer video advice from fully qualied veterinary
surgeons 24/7, 365 days a year at no additional cost to your
insurance and also does not count as a claim on your policy.
Whether your pet has a tummy upset, is limping, or suffering
from skin problems or you want advice on what it should or
shouldn’t eat or your pet is being naughty, download the free
“FirstVet” app, register and book a meeting (average
waiting time for a meeting is less than 30 minutes).
You can download the FirstVet app by clicking the link below if
you are viewing this document on an Android/IOS mobile device.
If you are viewing this via desktop, please visit the app store on
your mobile device and search “FirstVet” to download.
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How to make a claim
If it’s not an emergency, have as many online
consultations as you need…
Remember, speaking with a vet at FirstVet is not only included
within your policy, it may result in you not needing to travel with
your pet to a veterinary practice. This means you may be able
to avoid all that stress and hassle and you won’t have to pay
your policy excesses. Using FirstVet will not count as a claim on
your insurance.
No more paper forms
Should you ever need to claim, you can do so online without
lling in any paper forms. Simply log in to your “Manage My
Policy Online Portal” and follow the instructions.
You can log into your portal HERE, click the link in your policy
welcome letter, or if you would rather speak to us, you can call
us on 0333 009 2439*.
You can CLICK HERE to use our live chat* facility to speak to the
Co-op Insurance Team.
Should you however wish to download and print a claim form,
you can do so HERE.
If you need to email us any information to do with your claim,
send it to us at: claims@pets.coop.co.uk quoting your policy
number.
Please make sure you send us your claim within 180 days from
when your pet receives treatment, otherwise we may be unable
to offer settlement.
* Our ofce is open from 8am to 6pm Monday to Friday
and 9am to 2pm Saturdays.
Calls may be monitored or recorded for training and quality purposes.
Claim form completion
We will never guarantee payment of a claim over the telephone.
If you want to make a claim, you must complete a claim form in
order for us to review, before we can tell you if you are covered.
If you are claiming for veterinary treatment, both you and your
vet will need to ll in parts of the claim form and send us a full
medical history for the pet you are looking to claim for.
If you are claiming for the death benet of your pet, in addition
to a claim form, we also require the purchase receipt of your pet
(or other evidence to show the purchase price you paid).
Please be aware if any information we ask for on the claim form
is missing, it will delay the processing of your claim.
We only accept invoices that are on veterinary practice headed
paper and contain VAT amounts and a VAT number if your vet is
VAT registered.
You will be responsible for any costs charged by your veterinary
practice for the completion of the form, should they charge for
this service.
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Submitting your claim
Should your veterinary practice use “Vetenvoy” (an electronic
claim system) you may not need to submit the claim yourself –
your vet will do it for you.
If you are submitting your claim yourself, you can email your
claim form and supporting documents to us at:
claims@pets.coop.co.uk
Alternatively you can post your claim form and supporting
documents to:
Co-op Pet Insurance
2nd Floor, 5000 Lakeside
North Harbour
Western Road
Portsmouth
PO6 3EN
What we do with your claim
We will pay your claim:
• If the claim form is correctly completed.
• If/when we have all the information we need.
• When we are sure that the claim is covered by the policy.
• (If applicable) When any legal action or other action about
your pet has been settled.
If your veterinary practice accepts direct payment from insurers,
we can pay them directly for you – less any policy excesses
and any items on the invoice which are not covered under your
insurance. You can tell us who to make payment to.
You must pay your vet any amount not covered under this
policy such as any applicable excess. If we have made any
overpayment regarding claim settlements, we will contact you
to discuss the best way for that money to be paid back to us.
If all or a part of your claim cannot be paid, we will tell you why
in writing.
Following a claim, we may try to get back any money we have
paid from the person(s) that injured your pet.
How to make a claim (continued)
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How to make a claim (continued)
Illness covering more than one part of your pet
For illnesses that cover more than one part of your pet’s body
and bilateral illnesses which cover the eyes, ears or legs shall be
treated as the same illness and we will charge only one xed
excess for each period of insurance. This is the denition as to
how benets are provided under this policy of insurance.
If the condition diagnosed by your veterinary surgeon is the
same as a previous condition, they will be treated as the same
condition even if the problem is to a different part of your pet’s
body. For example: if your pet has a growth on the left ear and
at a later date a similar growth is found on the right ear both will
be considered, in benet terms, as the one condition. Benet
limits and the start date for the condition will apply from the
date that the left ear growth was found no matter what the time
difference is between both diagnoses.
If, when making your claim there is a disagreement between
your vet and us, an independent vet chosen by us will be
appointed and act as arbiter, whose decision both you and we
must keep to.
Data consent
When dealing with any claim we may have to do the following
which we must ask you to agree to:
• Ask your current or previous veterinary practice, specialist,
breeder or rescue centre for details about your pet which
relate to the claim you have made. If the vet charges for this
information, you will be responsible for the costs.
• Transfer details of your claim between us and your veterinary
practice using a third party system by electronic means.
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How to make changes to your policy
Making changes once the policy has started
Please contact us as soon as you are aware of any changes that
need to be made to your policy, such as your postal address,
phone number or email address.
A change in your or your pet’s details may mean the premium
for the rest of the period of insurance may change as well.
Upgrades or downgrades in cover level
Changes can be made at any time during the period of
insurance or at renewal. Whenever you do this you must be
aware that if you change to a policy with more or better benet
limits those benet limits will not apply if a condition is present
before you make the change. If that is the case the benet limits
that you had when the condition happened will apply.
If you transfer your pet to a policy with lower benet limits, the
higher benet limit will no longer apply to any claims/condition
you are currently making. Should you choose to decrease your
cover level all existing conditions will be subject to the new
lower policy terms.
If you move to a policy with lower benet limits those new
limits will apply straight away and to any claim you are currently
making.
If you chose to have the optional 20% co-payment when your
policy started and you change your level of cover, your policy
will continue to have the 20% co-payment applied. Once the
20% co-payment is added, this cannot be removed for the
duration your pet is insured with Co-op.
Please call us or use the chat facility to obtain full details of the
cover that will apply.
Using your online portal
You can also make some changes to your policy at a time that
suits you via your online portal, including:
• Making a payment
• Changing your address
• Updating your email address/phone number
You can log into your online portal HERE or click the link in your
policy welcome letter.
For any other changes to your policy, or if you would rather
speak to us, you can call us on 0333 009 2439* or CLICK HERE
to use our live chat facility to speak to a colleague*.
You can also email us your query at: policy@pets.coop.co.uk
* Our ofce is open from 8am to 8pm Monday to Friday and 9am to 2pm
Saturdays. Calls may be monitored or recorded for training and quality
purposes.
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Table of cover – Time Limited policies
Time Limited 2000 Time Limited 5000
Product type 12 month cover 12 month cover
Veterinary fee cover £2,000/per policy year £5,000/per policy year
Dental treatment for illness and accident (as part of veterinary fee cover and subject to annual
dental checks)
✓ ✓
Complementary treatment (as part of veterinary fee cover)
✓ ✓
Specialist diet (as part of veterinary fee cover) £100 £150
Behaviour treatment (covered as a result of an accident only and as part of veterinary fee cover) £500 £750
Fixed excess (certain breeds have a specied minimum excess of £200)
£75 - £200
as chosen by you, or
advised
£75 - £200
as chosen by you, or
advised
Co-payment excess (payable in addition to the xed excess)
20% for pets aged 6
years and over (optional
before this age)
20% for pets aged 6
years and over (optional
before this age)
Death from illness (only available for pets less than 7 years of age) £1,500 £1,500
Death from accident (no age limit) £1,500 £1,500
Farewell cover (as part of veterinary fee cover. Euthanasia and cremation costs
– only available for pets less than 7 years of age)
£100 £100
Third party liability (for dogs only - £250 excess per claim) £1,000,000 £1,000,000
Advertising and reward £1,000 £1,000
Loss of pet - theft or straying £1,000 £1,000
Emergency boarding kennel/cattery fees £1,000 £1,000
Emergency holiday cancellation £2,000 £2,000
Overseas travel cover 30 days 30 days
Unexpected quarantine expenses £1,500 £1,500
Emergency expenses abroad £500 £500
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If you have chosen one of our time limited policies, these will
provide a xed amount of money each period of insurance.
They cover treatment your pet needs (up to the limit you
chose of either £2,000 or £5,000 per period of insurance, or
up to 12 months from when a condition is rst treated by you
or your vet).
Your annual veterinary fees limit that you chose goes down
each time you make a claim during the period of insurance.
When you renew your policy the limit goes back to either
£2,000 or £5,000.
Under these policies, cover for any condition will stop after
either:
• 12 months have passed from the rst treatment date.
OR
• When the annual veterinary fee limit is reached (in which
case, you need to wait until your policy renews before you
can start to claim again).
Example veterinary fees claim
• You buy the Time Limited 2000 policy to start on 1st January
2021.
• A condition is rst treated 1st June 2021, claim settled for
£1,250 on 6th June 2021 leaving a limit of £750 for the rest of
the period of insurance.
• Policy renews 1st January 2022 and your annual veterinary
fee limit goes back to £2,000.
• Date that the 12-month cover for the condition previously
claimed for ends: 31st May 2022, a year after the rst
treatment date.
Like you and me your pet is more likely to get ill as it gets older.
Due to this your pet policy premium is likely to go up every year
as well, even if you have not made a claim. Unfortunately, if you
have made a claim then the premium may go up even more.
Time Limited policy explanation
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Table of cover – Lifetime 1000 and Lifetime 2500
Lifetime 1000 Lifetime 2500
Product type Lifetime Lifetime
Veterinary fee cover £1,000/per policy year £2,500/per policy year
Dental treatment for illness and accident (as part of veterinary fee cover and subject to annual
dental checks)
✓ ✓
Complementary treatment (as part of veterinary fee cover)
✓ ✓
Specialist diet (as part of veterinary fee cover) £250 £250
Behaviour treatment (covered as a result of an accident only and as part of veterinary fee cover) £1,000 £1,000
Fixed excess (certain breeds have a specied minimum excess of £200)
£75 – £200
as chosen by you, or
advised
£75 – £200
as chosen by you, or
advised
Co-payment excess (payable in addition to the xed excess)
20% for pets aged 6
years and over (optional
before this age)
20% for pets aged 6
years and over (optional
before this age)
Death from illness (only available for pets less than 7 years of age) £500 £500
Death from accident (no age limit) £500 £500
Farewell cover (as part of veterinary fee cover. Euthanasia and cremation costs
– only available for pets less than 7 years of age)
£150 £150
Third party liability (for dogs only – £250 excess per claim) £1,000,000 £1,000,000
Advertising and reward £500 £500
Loss of pet - theft or straying £500 £500
Emergency boarding kennel/cattery fees £500 £500
Emergency holiday cancellation £1,000 £1,000
Overseas travel cover 30 days 30 days
Unexpected quarantine expenses £1,000 £1,000
Emergency expenses abroad £1,000 £1,000
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Table of cover – Lifetime 5000 and Lifetime 7500
Lifetime 5000 Lifetime 7500
Product type Lifetime Lifetime
Veterinary fee cover £5,000/per policy year £7,500/per policy year
Dental treatment for illness and accident (as part of veterinary fee cover and subject to annual
dental checks)
✓ ✓
Complementary treatment (as part of veterinary fee cover)
✓ ✓
Specialist diet (as part of veterinary fee cover) £250 £250
Behaviour treatment (covered as a result of an accident only and as part of veterinary fee cover) £1,000 £1,500
Fixed excess (certain breeds have a specied minimum excess of £200)
£75 – £200
as chosen by you, or
advised
£75 – £200
as chosen by you, or
advised
Co-payment excess (payable in addition to the xed excess)
20% for pets aged 6
years and over (optional
before this age)
20% for pets aged 6
years and over (optional
before this age)
Death from illness (only available for pets less than 7 years of age) £1,500 £1,500
Death from accident (no age limit) £1,500 £1,500
Farewell cover (as part of veterinary fee cover. Euthanasia and cremation costs
– only available for pets less than 7 years of age
£150 £150
Third party liability (for dogs only – £250 excess per claim) £1,000,000 £1,000,000
Advertising and reward £1,000 £1,000
Loss of pet - theft or straying £1,000 £1,000
Emergency boarding kennel/cattery fees £1,000 £1,000
Emergency holiday cancellation £2,000 £2,000
Overseas travel cover 30 days 30 days
Unexpected quarantine expenses £1,500 £1,500
Emergency expenses abroad £1,000 £1,000
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Table of cover – Lifetime 10000 and Lifetime 16000
Lifetime 10000 Lifetime 16000
Product type Lifetime Lifetime
Veterinary fee cover £10,000/per policy year £16,000/per policy year
Dental treatment for illness and accident (as part of veterinary fee cover and subject to annual
dental checks)
✓ ✓
Complementary treatment (as part of veterinary fee cover)
✓ ✓
Specialist diet (as part of veterinary fee cover) £250 £250
Behaviour treatment (covered as a result of an accident only and as part of veterinary fee cover) £1,500 £1,500
Fixed excess (certain breeds have a specied minimum excess of £200)
£75 – £200
as chosen by you, or
advised
£75 – £200
as chosen by you, or
advised
Co-payment excess (payable in addition to the xed excess)
20% for pets aged 6
years and over (optional
before this age)
20% for pets aged 6
years and over (optional
before this age)
Death from illness (only available for pets less than 7 years of age) £2,000 £3,000
Death from accident(no age limit) £2,000 £3,000
Farewell cover (as part of veterinary fee cover. Euthanasia and cremation costs
– only available for pets less than 7 years of age)
£150 £250
Third party liability (for dogs only – £250 excess per claim) £1,000,000 £1,000,000
Advertising and reward £1,500 £2,500
Loss of pet - theft or straying £2,000 £3,000
Emergency boarding kennel/cattery fees £1,500 £2,000
Emergency holiday cancellation £3,000 £5,000
Overseas travel cover 30 days 30 days
Unexpected quarantine expenses £2,000 £3,000
Emergency expenses abroad £1,000 £2,000
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Lifetime policy explanation
If you have chosen one of our lifetime policies, these will
provide a xed amount of money each period of insurance to
cover treatment your pet needs.
“Lifetime” means your veterinary fee limit goes back to the
maximum allowance for each period of insurance you choose to
renew your insurance.
This means as long as your insurance policy is renewed on time
every year and you pay your premium when asked, there is no
limit on how long you can claim for each illness or injury your
pet suffers from.
If, during the period of insurance, the cost of any treatment
goes over the limit you chose then there will be no money left to
pay for anymore treatment until you renew the policy.
Like you and me your pet is more likely to get ill as it gets older.
Due to this your pet policy premium is likely to go up every year
as well, even if you have not made a claim. Unfortunately, if you
have made a claim then the premium may go up even more.
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What words mean
Certain words or phrases in this booklet have a certain meaning
whenever they appear in bold. These words and their meanings
are explained below:
Accident
A single, unexpected event which happens during the period of
insurance resulting in injury or death to your pet.
Co-op/Co-op Insurance Services Limited
Co-op Insurance Services is a trading name of Co-op Insurance
Services Limited; registered in England and Wales with
registration number 4390. Registered ofce: 1 Angel Square,
Manchester, M60 0AG. Co-op Insurance Services Limited is
authorised and regulated by the Financial Conduct Authority
under register number 779364.
This Co-op insurance policy is administered by Insurance
Factory Limited who have been appointed by Co-op Insurance
Services Limited.
Co-payment
As well as the xed excess you also have to pay any co-payment
for any new claim made after your pet’s 6th birthday. If you
chose to add the co-payment before your pet’s 6th birthday
then this cannot be removed all the time your pet is insured with
Co-op.
Complementary medicine/therapy/treatment
Acupuncture, hydrotherapy, osteopathy, physiotherapy and
chiropractic therapy recommended by your vet and carried
out by a suitably qualied person that has been specically
recommended by your vet.
Condition
Any injury to your pet or the rst sign of an illness.
Dental
Any treatment of the teeth, gums or mouth.
Fixed excess
The amount you have to pay as part of certain claims made
under the policy as shown in your Policy Schedule and will be
payable each year for each illness, accident or injury.
Guarding
Your pet being used for commercial security work or if you or
anyone living with you hold a Security Industry Authority (SIA)
license of any description and carry out any activity that the SIA
license allows.
Holiday
A pleasure trip taken with your pet that takes place within the
UK, EU member state or country included in the Pet Travel
Scheme (PETS), which starts from and ends at your address as
shown in your policy schedule.
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Illness
Any disease, sickness or infection suffered by your pet which
was not caused by an accident.
Incident
Something that your pet is accused of doing or that happened to
your pet that may mean a claim is made against this policy.
Injury
Clinical sign or symptoms of changes in your pet’s normal state
of health resulting from an accident including multiple injuries
resulting from one accident.
Monetary pet value
If, following the unfortunate death of your pet, you are unable to
prove how much you paid for it we will work out the current value
based on your pet’s age, breed, pedigree and breeding status.
The most we will pay however is £250.
Period of insurance
The period for which your pet is covered as shown on your
policy schedule. Each renewal is the start of a new period of
insurance.
Pet
Your dog or cat who lives with you all of the time at the address
shown in your policy schedule.
Pet Travel Scheme (PETS)
The Government scheme allowing you to take your pet abroad
and re-enter the United Kingdom. Please visit the gov.uk
website to follow the latest guidance on travel within the EU and
for the list of countries you may visit under PETS.
Policy
Your policy wording and most recent policy schedule.
Policy wording
This document tells you what you can and cannot claim for
under your policy.
Policy schedule
The Policy schedule shows details about you, your pet, policy
limits and excesses that apply to the specic cover that you have
purchased.
Pre-existing condition
Any injury or illness to your pet where it has received treatment
in the last 24 months.
Select Breeds
Bulldog (including all variants such as Dorset, Victorian etc.),
Bullmastiff, Boxer, Chow Chow, Dogue De Bordeaux, English
Bulldog, French Bulldog, German Shepherd, Great Dane,
Irish Wolfhound, Maine Coon, Mastiff, Neapolitan Mastiff,
What words mean (continued)
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Newfoundland, Norwegian Forest Cat, Pyrenean Mastiff,
Rottweiler, St Bernard, Tibetan Mastiff, Toy Bulldog.
Terrorism
Means an act, including but not limited to the use of force or
violence and/or the threat thereof, of any person or group(s) of
persons, whether acting alone or on behalf of or in connection
with any organisation(s) or government(s), committed for
political, religious, ideological or similar purposes including the
intention to inuence any government and/or to put the public,
or any section of the public, in fear.
Treatment
Any examination, consultation, advice, tests, x-rays, ultrasound,
CT scan, MRI scan, drugs, or medication administered or
prescribed surgery, nursing, or care; provided by, or under the
direction of, a vet.
United Kingdom/UK
England, Scotland, Wales, Northern Ireland, and the Isle of Man.
Vet/Veterinary/Veterinary Surgeon
A member of the Royal College of Veterinary Surgeons actively
working as a Veterinary Surgeon in the UK or a Veterinary
Surgeon registered and actively working outside the UK in
countries covered by the Pet Travel Scheme (PETS).
We/Us/Our
Insurance Factory Limited acting on behalf of the insurer,
West Bay Insurance Plc, under its trading agreement with
Co-op Insurance. Co-op Pet Insurance policies are administered
on behalf of the insurer by Insurance Factory Limited. Co-op
Insurance and the Co-op logo are registered trademarks of
Co-operative Group Limited or its afliates and are used under
license by Insurance Factory Limited.
You/Your
The person named on the Policy Schedule who is the owner
and carer for the Pet.
What words mean (continued)
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Like all insurance policies there are some things that you are not
allowed to do if you want us to pay for the claims you make. You
must do as we ask below, if you do not then we may cancel your
policy, not deal with your claim or reduce the amount we do pay.
If there is anything we ask that you do not understand then
please contact us as soon as you can.
1. You cannot claim for any pre-existing conditions.
2. You must make sure that your dog is muzzled where this is
recommended when in public or on walks.
3. You must own your pet and both you and your pet must live
at all times at the address shown on your policy schedule.
4. You must take your pet for annual checkups and keep your
pet vaccinated against distemper, hepatitis, leptospirosis
and parvovirus in the case of dogs; against feline infectious
enteritis, feline inuenza feline herpes virus, feline calicivirus
and feline leukaemia in the case of cats as advised by your
vet. Homeopathic vaccines are not acceptable.
5. You agree to read and follow the terms of the Animal
Welfare Act 2006, and Control of Dogs Order 1992. Any
dog in a public place must wear a collar with the name and
address of the owner engraved on it or engraved on a tag.
Your telephone number is also advisable.
6. You must pay a minimum xed excess of £200 for each
claim you make if your pet is a select breed. This minimum
xed excess of £200 will not apply if your policy started
before 1st January 2022.
7. You must notify us straight away if your pet has a third litter.
We will continue to maintain cover previously agreed, until
the end of that period of insurance but we will not want to
renew your policy. We consider that any pet that has more
than two litters is being used for commercial breeding and
that is something we would not want to insure.
8. You must pay any premium when it becomes due.
9. You must tell us if you have another insurance policy which
covers your pet for anything this policy covers. If there is any
other insurance under which you are entitled to make a claim
you must report the incident to that insurance company and
tell us their name and address and your policy and claim
number with them. We will not make any payment for any
incident covered by any other insurance policy.
What we ask of you
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This policy will not cover:
1. Any claims for a pet not named in the policy schedule.
2. Any pet that has previously shown signs of aggressive
behaviour, been trained to attack or is used for guarding.
3. Any claims made for any incident that happens outside of
the period of insurance.
4. Any treatment, death or destruction of your pet as a result
of illness resulting from your failure to vaccinate your pet in
accordance with ‘What we ask of you’ – item 4.
5. Any claims for treatment if your pet was under the age of
8 weeks.
6. Any incident that happens outside the territorial limits of
the United Kingdom and the Member Countries of the
Pet Travel Scheme (PETS) (excluding long haul countries
as dened by DEFRA – https://www.gov.uk/taking-your-
pet-abroad.)
7. Claims where any injury or illness is due to war, invasion, act
of foreign enemy, hostilities (whether war declared or not),
civil war, rebellion, terrorism, revolution, insurrection or
military or usurped power.
8. Claims where any injury or illness is due to ionising
radiations or contamination by radioactivity from any fuel or
from any nuclear waste from the combustion of nuclear fuel.
What we will not cover
9. The taking of your pet or it being put to sleep by
Government or Public Authorities, or under the Animals
Act 1971 United Kingdom and the Control of Dogs Act
1986 and Control of Dogs (amendment) Act 1992 Republic
of Ireland or Contravention of the Dogs (Protection of
Livestock) Act 1953.
10. Any claims if your pet is put to sleep due to a court
order or the Contagious Diseases Act. Claims arising
due to the intentional slaughter, irrespective of any order
by Government, Local Authority or any person having
jurisdiction in the matter.
11. Any claim which is due to you breaking the laws, or
regulations, of the UK or any country you are visiting with
your pet including those laws or regulations which deal with
the health of your pet, vaccinations or the moving of your
pet from one country to another.
12. Any claim for deliberate injury to your pet or where it has
not been cared for properly by you, anyone who lives with
you, employees, or members of your family. This includes
your pet not being fed properly, not giving it proper shelter
or medical attention when required.
13. Any medication or treatment not recommended by a vet.
14. Any pedigree pet that is not on our breed list when you
purchased your policy (unless agreed by us), or a pet
crossed with any pedigree breed not on our breed list.
21
We specically will not provide any cover if your pet is or
is a crossbreed with an African Crested Dog, Aladseer,
American Akita, American Bandogge, American Bulldog
(unless your policy was purchased before 1st January 2022),
American Bully, American Mancon, American Pit Bull Terrier,
American Pocket Bully, American Staffordshire Bull Terrier,
Argentinian Mastiff, Asian Leopard, Australian Dingo,
Bandogge Mastiff, Bandogs, Boar Hounds, Boerboel,
Bully Kutta, Canadian Inuit, Canary Dog, Cane Corso, Cao
Fila, Chinese Shar Pei, Cirneco Dell Etna, Czechoslovakian
Wolfdog, Dingo, Dogo Argentino, Dogue Brasileiros,
Dogue de Bordeaux, Feral, Fila Braziliero, Grand Bleu de
Gascoigne, Inuit, Irish Staffordshire Bull Terrier, Japanese
Tosa, Korean Jindo, Laika, Lybian Desert Dog, Mexican
Hairless (Miniature, Standard or Intermediate), Munchkin,
Northern Inuit Dog, Perro De Presa Canario, Pit Bull Terrier,
Portuguese Podengo, Presa Canario, Racing Greyhound,
Saarloos Wolfhound, Segugios Italiano, Shar Pei, Tamaskan,
Tosa Inu, Utonagan, Weiner Cat, Wolf Dog, Wolf Hybrid,
Working Sheepdog, or any pets listed under the Dangerous
Dogs Act 1991 and the Dangerous Dogs (Northern Ireland)
order 1991 or Dangerous Dogs (amendment) Act 1997 or
any subsequent amendments.
15. Any pre-existing condition which comes back within the
rst 14 days from the start date of your insurance policy and
is not an injury.
16. Any pre-existing condition which comes back within the
rst 48 hours from the start date of your insurance policy
and is an injury.
17. Your pet being used for commercial breeding purposes
(this is where your pet has had more than 2 litters in its
lifetime), track racing, coursing, or used in connection with
any business, trade, profession, or occupation (whether you
are paid for such purposes or not).
18. If your pet has treatment when abroad and you pay the vet
bill then we will not be responsible for any money you lose
because the exchange rate changes.
19. Where fraud has been committed against us or where false
information has been provided to us.
20. Any claim where you have cover under any other insurance –
unless the cover limits have been used in full.
21. Any pet you did not own at the time of any incident.
22. Any pet sold or where any nancial interest whatsoever is
parted with by you, whether temporarily or permanently.
23. Any incident in respect of pollution or contamination
of buildings or other structures or of water or land or
the atmosphere. We will however cover any incident
directly caused by a sudden identiable, unintended and
unexpected occurrence which takes place in its entirety at
What we will not cover (continued)
22
What we will not cover (continued)
a specic moment in time and place during the period of
insurance provided that:
a) All pollution or contamination which arises out of one
occurrence will be deemed to have occurred at the
time such occurrence takes place;
b) Our liability for all damages and claimants costs
and expenses payable in respect of all pollution or
contamination which is deemed to have occurred
during the period of insurance shall not exceed
£1,000,000 in the aggregate.
23
The following denition only applies to this section of your
policy wording:
Behavioural treatment
A programme or training regime conducted by or under the
supervision of a veterinary surgeon or a pre-approved program
of behavioural modication carried out by a behaviourist. The
behaviourist must be a member of The Institute of Modern Dog
trainers (IMDT), a Certied Clinical Animal Behaviourist (CCAB)
or member of the Association of Pet Behaviour Counsellors
(APBC) or Canine and Feline Behaviour Association (CFBA).
Section 1: Veterinary fees (treatment to your pet)
What is covered?
We will pay you for charges made for treatment to your pet,
carried out by either a vet or a qualied specialist. Some specic
types of treatment or charges do have limitations, which are
detailed below and in the tables of cover.
Your veterinary fee allowance on the policy you have chosen is
one overall monetary limit. Please refer to the tables of cover
near the start of this policy wording, to see which benets fall
under the overall veterinary fee limit and do not have their own
separate monetary limits.
Example of how to calculate the amount you will have to pay
and the amount we will pay in the event of a claim:
A valid claim arises for veterinary fees totalling £2,000 with
a £75 xed excess and the 20% co-payment is applicable:
Amount claimed £2,000
Less xed excess £75 £1,925
Less co-payment 20% = £385 £1,540
Total excess paid by you £460
Total paid by us £1,540
Farewell cover is not a separate benet limit, it forms part of
the overall veterinary fee benet and is limited to the amount
shown in your policy schedule.
24
What is covered? (continued)
Complementary treatment/medicine which is veterinary
recommended including up to 10 sessions of hydrotherapy
as long as it is provided by members of the CHA (Canine
Hydrotherapy Association), ICH (Institute of Canine
Hydrotherapists) or NARCH (National Association of Registered
Canine Hydro-therapists).
Dental cover is provided on all levels of cover as a result of
an illness or an accident. In order to be covered for a dental
illness, your pet must have had yearly dental check-ups leading
up to the claim and any work that is recommended by your vet
previously must have been carried out. Any treatment advised
or recommended by your vet which has not been carried out
ahead of a dental claim, may result in your claim not being paid.
Specialist diet food is only covered if it is to dissolve bladder
stones or crystals in urine and no other purpose. It must be
prescribed by your vet and is a diet that can only be bought
from a veterinary surgery or an online pharmacy. You can claim
up to a maximum of 60 days or up to the amount of cover you
have on your chosen policy (whichever limit is reached rst).
In the event your pet requires tube feeding, costs associated
with this are limited to £100.
Behavioural treatment is only provided if your pet’s change
in behaviour can be proven by you or your vet to have been
caused by an accident, which is covered on your policy. The
amount your pet is covered for, is shown in the tables of cover
at the start of this policy wording.
Where treatment for different injuries or illnesses are carried
out at the same time and the separate costs of treatment cannot
be identied, the cost of treatment will be split equally between
each injury or illness and the xed excess and co-payment (if
applicable) will be applied to each injury or illness.
Section 1: Veterinary fees (treatment to your pet) (continued)
25
What is not covered?
• Your xed excess and (if applicable) the additional 20% co-
payment as shown in your Policy Schedule.
• The xed excess which is payable by you on a per incident,
per period of insurance basis. If your pet is seen and/or
treated by another veterinary practice (or specialist) for the
same condition in the same period of insurance, another
xed excess becomes due for any further costs incurred from
that second treating vet. If the co-payment is applicable to
your policy, this will also be applied to costs incurred from
both treating vets.
• The 20% co-payment will apply to any new claim made and
related treatment that takes place on or after your pet’s 6th
birthday.
• Any costs where a benet limit has been used up.
• Any medication costs that has more than a 100% mark up on
the manufacturers or wholesalers price of veterinary medicines
based on our catalogue of prices (VAT is payable and inclusive
of this markup). This will include any dispensing fees.
• Any costs that we believe are too high. We check prices for
the same type of treatments from our own records so will tell
a vet practice if we think they are charging too much. We will
only pay an amount that we believe is correct for the treatment
given to your pet.
• Any treatment after your policy has ended.
• Any illness or symptoms of any illness before, or within the
rst 14 days of your policy starting whether diagnosed or un-
diagnosed (pre-existing conditions).
• Any accident or injury that happened before or during the
rst 48 hours of your policy starting.
• Any costs for hydrotherapy used as an aid to weight loss.
• Any costs for neutering or spaying your pet unless these
procedures are part of the treatment specically for pyometra
or cryptorchidism. No other condition will have neutering or
spay costs covered.
• Any claim or treatment for cryptorchidism (retained testicles)
unless your pet was insured with us before they were 12
weeks of age.
• Any claim for treatment relating to, or as a result of, mating,
pregnancy or parturition.
• Any costs for bathing, grooming or de-matting your pet.
• Any costs for any pheromone products, unless agreed as part
of a behavioural treatment recommended by a specialist,
where we will pay these costs for a maximum of six months.
Section 1: Veterinary fees (treatment to your pet) (continued)
26
What is not covered? (continued)
• The cost of any treatment outside normal veterinary surgery
hours, unless your vet can explain how not seeing your pet
immediately would have endangered your pets health. For
necessary treatment outside of normal veterinary hours, the
maximum we will pay for any consultations is £100.
• Any costs for non-essential hospitalisation of your pet unless
your vet can explain to us how moving your pet would
seriously endanger its life.
• Any ambulance charges or pet transfer costs to another
practice, unless your vet can explain to us, why they arranged
this instead of you taking your pet to where your pet needed
to go.
• Any costs for home visits by your vet unless your vet can
explain to us how moving your pet would have seriously
endangered its health.
• Any claim for any form of housing, cage, nappies or bedding
needed for treatment or wellbeing of your pet.
• Any charge for surgical equipment that can be used more
than once.
• Any fees charged by your vet, or specialist/second opinion
vet including for example ancillary administration, dispensing
fees, late payment fees, administration referral fees to
specialist vets, referral fees and x-ray referral fees.
Section 1: Veterinary fees (treatment to your pet) (continued)
• Any costs for nutritional supplements and vitamins unless
prescribed by a vet and given to your pet instead of
medication.
• Fees for herbal or homoeopathic medicine or complimentary
medicine and treatments not approved by your vet (including
but not limited to pulsed magnetic eld therapy, matrix
energy eld therapy, the Bowen technique, Reiki massage,
and faith healing).
• Any costs for any treatment or complementary therapy
connected to or resulting from organ transplants and tting
full or partial articial limbs (prosthesis) with the exception of
costs relating to replacement hip, elbow and or knee joints
including pre and post-operative care.
• Any costs for any treatment, or issues arising from treatment,
that you choose to have carried out that is not directly related
to an injury or illness.
• Any issues or conditions that are the result of neutering or
spaying your pet.
• Any costs for routine or investigative tests or diagnostic
procedures, unless these are being undertaken specically to
diagnose an injury or illness.
27
What is not covered? (continued)
• Any costs for procedures involved in the diagnosis of an
injury or illness that are repeated when your pet is referred to
another vet.
• Any costs for routine blood tests including blood tests carried
out before surgery if your pet is under 6 years of age, unless
there is something in your pet’s medical history to suggest
your pet’s health may be at risk from the anaesthetic, surgery,
or a procedure.
• Any claim as a result of a ‘notiable’ disease (as dened by
DEFRA – https://www.gov.uk/government/collections/
notiable-diseases-in-animals) e.g. rabies.
• Any post mortem costs.
Second opinion vets
There may be times when you wish to take your pet to a
different vet, as you are unhappy with their diagnosis or
treatment suggestions. Should the second opinion vet agree
with the rst diagnosis or treatment, then we shall only pay for
one claim. Another xed excess becomes payable by you if you
choose to take your pet to another vet.
If your pet is referred to a specialist, please make sure that the
vet who normally treats your pet has completed a separate
claim submission for the initial costs.
We will not normally be able to claim from the referral practice
until we have processed the initial treatment from your own vet.
If your pet is treated for the same condition at more than 1
veterinary practice in the same period of insurance, you will pay
the xed excess a maximum of twice per condition, per period
of insurance.
Claims information
Before your pet is treated, check that your vet is willing to
provide medical history and supply us with the supporting
invoices. The invoices and full clinical history must be returned
to us within 180 days of the pet receiving the treatment for your
claim to be considered.
Section 1: Veterinary fees (treatment to your pet) (continued)
28
What is covered?
If your pet dies because of an illness, or as a result of your vet
putting your pet to sleep, to stop it from suffering from the
illness, we will:
Pay the lower amount of what you paid for your pet as shown on
the policy schedule or the maximum policy limit shown on your
chosen policy.
If you are unable to provide us with proof of the amount you
paid for your pet, we will pay a current monetary pet value.
Section 2: Death from illness
This section does not apply for pets aged 7 years or over.
What is not covered?
Death caused by any illness that happened before or during
the rst 14 days of your pet’s insurance rst starting (whether
diagnosed or un-diagnosed).
Any claim where your pet is put to sleep due to aggression,
unless this can be linked to an illness.
Any claim if a vet believes it is more humane to keep your pet
alive rather than put it to sleep, but despite this you still have
your pet put to sleep.
You are not able to provide us with conrmation from
your vet that your pet has passed away or a statement from
an independent witness unrelated to you, to conrm your
pet’s death.
29
What is covered?
You can claim under this section of the policy no matter the age
of your pet.
If your pet dies because of an accident or injury, or as a result of
your vet putting your pet to sleep, to stop it from suffering from
the accident/injury, we will:
Pay the lower amount of what you paid for your pet as shown on
the policy schedule or the maximum policy limit shown on your
chosen policy.
If you are unable to provide us with proof of the amount you
paid for your pet, we will pay a current monetary pet value.
Section 3: Death from accident
What is not covered?
Death caused by any injury that happened before or during the
rst 48 hours of your pet’s insurance rst starting.
Any claim where your pet is put to sleep due to aggression,
unless this can be linked to an injury.
Any claim if a vet believes it is more humane to keep your pet
alive rather than put it to sleep, but despite this you still have
your pet put to sleep.
You are not able to provide us with conrmation from your
vet that your pet has passed away or a statement from an
independent witness unrelated to you, to conrm your pet’s
death.
30
What is covered?
The amount of cover your chosen policy has is one limit for all
three services, there are no separate limits.
We will pay up to a maximum amount shown in your Policy
Schedule for costs incurred if your pet is euthanised (put to
sleep) and/or if you choose to have your pet cremated or put
towards burial costs. This benet forms part of the veterinary
fee allowance.
What is not covered?
Any costs for the cremation or burial of your pet where you
cannot provide an invoice or receipt to us.
Any costs unless you have told your vet that your pet has died
and their records show this.
Any costs for this benet if you have already claimed the full
annual allowance of veterinary fees.
Any costs for the cremation or burial of your pet if your pet dies
or is put to sleep due to a pre-existing condition or condition
not covered by the policy.
Section 4: Farewell Cover (euthanasia, cremation and burial costs)
This section does not apply for pets aged 7 years or over.
31
What is covered?
We will pay up to £1,000,000 for damages and costs ordered
to be paid by any court in the UK. We will make this payment
if your pet (dogs only) is found to be to blame for any injury or
damage that happened during the period of insurance, to the
following.
• Bodily injury or death to any person who is not in your
employment or who is not a member of your family or lives
with you.
• Loss of or damage to property that does not belong to and is
neither in the charge of or under the control of you, anyone in
your employment or any member of your family or lives with
you within:
a) The United Kingdom or
b) Whilst temporarily in a member state of the European
Union provided that your dog complies with all the
relevant legislation relating to movement across
international borders, but only for a maximum stay of 30
days during the policy period.
The most the insurer will pay under this section of the policy for
all incidents occurring within the period of insurance will be
£1,000,000.
Section 5: Third Party Liability (claims against you or your dog)
This section does not apply for cats
If someone else is looking after your dog when the injury or
damage happens, the insurer will still pay as long as:
• You asked them to look after your dog.
• You did not agree to pay them (or their family) or offered any
thank you payment to look after your dog.
• The injury or damage was not to them or their property.
32
What is not covered?
• We may not pay the claim or any claim for additional costs
caused by your delays if you do not pay the £250 excess when
asked by us.
• Claims where your pet has not been found to be to blame by
a court of law.
• Claims for incidents that happen outside of the period of
insurance.
• Any payment if the injured person is part of your family, lives
in your home, works for you, or is looking after your pet or is
paid to look after your pet.
• Any payment if the damaged property belongs to you or a
person who is part of your family, lives in your home, works for
you, is looking after your pet or is paid to look after your pet.
• Any payment if you or someone listed above is looking after
the property or holding it in trust or when your pet is under
the control or custody of a professional dog sitter, walker,
groomer, or other similar professional caring for your dog
where payment is made.
• Cover is not in force at any place where you or members of
your family are subject to a contract of employment, carry out
self-employed or voluntary work.
Section 5: Third Party Liability (claims against you or your dog)
(continued)
• Cover is not provided at any event of conrmation show,
agility event, working trial or Schutzhund competition.
• Cover is not provided at any organised or recreational
shooting or sporting event.
• Any liability arising from an agreement, which imposes a
liability on you, which you would not be under in the absence
of such an agreement.
• Any claim for injury or damage to property which you or a
family member could have stopped but deliberately chose
not to.
• Any claim resulting from your pet passing on any disease or
virus.
• Any claim where you have not followed advice given to you by
previous owners of your dog or by any rehoming organisation
about your dog’s behavioural traits.
• Any claim whilst your pet is being transported in a motorised
vehicle.
• Fines, penalties or your breach of quarantine restrictions or
import or export regulations.
33
What is not covered? (continued)
• Any damages, costs or expenses if you are insured under any
other liability policy which covers any liability relating to your
pet (including your household insurance) unless that cover has
been used up.
• Any claim costs over the policy limit under this section of your
policy.
• Any amount over £1,000,000 in respect of all incidents
occurring during the period of insurance.
Section 5: Third Party Liability (claims against you or your dog)
(continued)
Special Conditions that apply to this Policy section
• No claims under this policy section will be paid for any
pedigree dog that is not on our breed list when you
purchased your policy (unless agreed by us), or a dog crossed
with any pedigree breed not on our breed list. We specically
will not provide any cover if your dog is an Aladseer, American
Bulldog (unless you purchased your policy before 1 January
2022), American Bully, American Pocket Bully, Australian
Dingo, Cane Corsos, Dogo Argentino/Argentinian Mastiff,
Fila Braziliero, Irish Staffordshire Bull Terrier, American
Staffordshire Bull Terrier, Japanese Tosa/Tosa Inu, Perro
De Presa Canario, Pit Bull Terrier or any dogs listed under
the Dangerous Dogs Act 1991 and The Dangerous
Dogs (Northern Ireland) order 1991 or Dangerous Dogs
(amendment) Act 1997 or any subsequent amendments.
• You must contact us as soon as there is an incident that could
lead to a claim.
• You must not admit to anyone that your pet was at fault, offer
any payment, make a payment, or try to agree a payment.
• You must forward on to us any letters, writs, summons, or
other legal documents you receive, immediately, and you
must not answer them. Details as to how you can contact
us can be found on pages 5 and 6 of this policy wording or
on any mail you have received from us. Please remember to
quote your claim or policy number.
34
• You must tell us what happened or if you do not know, try to
nd out what happened following an incident. You must also
give us a written statement as to what happened if we ask and
go to court if required.
• We may pay what we think is a fair amount to settle any claim
made against your pet.
• We will have complete control of any claim or the defence of
any legal proceedings.
• You must not give anybody information or anything that could
help them claim against you other than giving them your
policy number and name and address of us. In relation to any
third party liability claims, we may pay up to the limit of your
stated policy cover or lesser amounts for which any claim can
be settled (after deduction of any sum or sums already paid as
compensation) and shall be released from any further liability
under this policy (except for costs and expenses of litigation
recoverable or incurred with our consent prior to the date of
such payment).
Section 5: Third Party Liability (claims against you or your dog)
(continued)
35
Advertising – What is covered?
If your pet is lost or stolen, we will pay you back what you
spent for advertising in a local newspaper, making posters
or any other costs for the recovery of your pet (previously
agreed by us).
Any costs up to the benet limit as shown in your chosen
policy per period of insurance.
If you wish to use an animal location service, these costs must
be agreed by us before they start work. You must send to us
a full estimate listing what they plan to do and we will tell you
what we will cover. Failure to do so may mean your claim is
not settled.
Advertising – What is not covered?
• Reimbursing any money you spend trying to nd your pet
if we have not agreed to the way you are doing this.
• More than £50 for the cost of advertising materials (to
make posters/yers etc.).
• Any costs if you cannot send to us invoices or receipts to
show what you have paid for materials/advertising.
Reward – What is covered?
If your pet is lost or stolen, we will agree an amount for a reward
to be offered for recovery of your pet up to the maximum
amount as shown on your chosen policy.
Reward – What is not covered?
• Any reward payment to anyone who is a member of your
family, is living with you, or by any person employed by you.
• Any reward payment to the person who was caring for your
pet when it was lost or stolen.
• Any reward payment to the person or persons who stole, or
was involved in the theft of your pet.
• Any reward payment that was not approved by us.
• Any reward payment where you can’t give us a signed receipt
giving the full name, address, email address and telephone
number of the person who found your pet, so we can contact
them.
Section 6: Advertising and reward costs
(if your pet is lost or stolen)
The monetary limit shown on your chosen policy is an overall limit for both of these benets.
If you need to claim under this section, please call us to approve how you plan to use this benet
36
What is covered?
We will pay you up to the purchase price or the maximum sum
shown on your chosen policy, (whichever is lower) in respect of
the permanent loss of your pet due to being lost or stolen and
after no recovery has been made after 45 days.
You must be able to prove you have tried to nd your pet by
telling local rescue centres and for dogs, your local dog warden.
In the case of theft, you must tell the Police and get from them a
crime reference number.
This benet can only be paid once per period of insurance.
If you are unable to provide us with formal proof of the amount
paid for your pet, we will pay a current monetary pet value.
Section 7: Loss of pet (if your pet is lost or stolen)
You must have claimed under ‘Section 6: Advertising and Reward’ before you are able to use this benet
What is not covered?
• If your pet is lost, stolen or strays before or during the rst 14
days of your policy starting.
• Any costs if you or the person looking after your pet has
deliberately lost them, given them away or sold them.
• Any costs for the theft of your pet where it was not reported
to the police and you are unable to provide us with the crime
reference number.
• Any costs for your pet straying, where it was not reported to
local rescue centres and for dogs, your local dog warden.
You will need to prove this in order for your claim to be
considered.
• Any claim for this benet not submitted within one year of
your pet going missing.
37
What is covered?
If you or a family member who permanently lives at your
address are hospitalised for more than 72 consecutive hours,
we will pay for your pet to be looked after by a registered
kennel/cattery or pet sitter, if there is no one else in your
household who can do so.
If you choose to use a pet sitter, the maximum daily cost we will
pay is £20.
Section 8: Emergency boarding kennel/cattery fees
What is not covered?
• Any claim under this section that happens during the rst 14
days of the start of your policy.
• Any costs that are for dog walking services, unless you
contact us before these happen and we agree the costs.
• Any costs if you or your family member goes into hospital for
any reason, illness or injury that was known to you before your
policy rst started.
• Any costs if the hospitalisation is the result of pregnancy,
giving birth, alcoholism, drug abuse, drug addiction,
attempted suicide or self-harm.
• Any costs resulting from nursing home care or any
convalescence care that you do not receive in a hospital.
• Any costs for the transportation of your pet to or from the
boarding kennel/cattery/pet sitter establishment.
• Any costs to a person who is a member of your family.
• Any costs if you do not attend hospital for a continuous
period of more than 5 hours a day over a continuous
period of no less than 72 hours whilst a family member who
permanently resides with you have an illness or injury which
requires you to attend hospital.
38
Section 8: Emergency boarding kennel/cattery fees (continued)
What is not covered? (continued)
• Any costs if you do not provide us with invoices/receipts from
the business who looked after your pet.
• Any costs if you do not provide us with documents from the
hospital showing when the admission and discharge took
place.
39
What is covered?
We will pay you up to the amount shown on your chosen policy
for the costs you have to pay to cancel or cut short your holiday
if:
• You cancel your holiday within 7 days of you leaving to go on
holiday or;
• You come home early because your vet believes your pet
needs lifesaving treatment or lifesaving surgery.
Section 9: Emergency holiday cancellation
What is not covered?
• Claims that happen during the rst 14 days of the start of your
policy.
• Any costs if your pet does not have lifesaving treatment
or lifesaving surgery which resulted in you cancelling your
holiday or returning home early.
• Any costs if the treatment was for an illness or accident that is
not covered on your policy.
• Costs for anyone else who is on holiday or who is going to be
on holiday with you. Unless they are under 18 years of age
and no other adult is able to take care of them.
• If you booked your holiday less than 28 days before you were
due to leave.
• If you knew about the injury before going on holiday and
the injury was likely to require emergency treatment and/or
surgery.
• Any additional costs which you had to pay, e.g. if you fail to
arrive on time at the airport/ferry port.
• Any costs if you can claim these back from anywhere else, for
example, from your travel insurance.
40
Section 9: Emergency holiday cancellation (continued)
What is not covered? (continued)
• Any additional cancellation charges you had to pay because
you did not tell the company providing your transport or
accommodation, their agents or any person acting for you, as
soon as you knew you had to cancel your holiday.
• Any costs if your holiday does not start and nish whilst your
policy is in force.
• Any claim more than one year after you return.
• Any costs if you cannot provide us with all invoices and
receipts for the amount you are claiming. You must provide
us a booking invoice for the holiday, showing any cancellation
charges. You must also provide us with conrmation and
(where applicable) evidence that you are unable to claim
these costs back from your travel providers.
41
What is covered?
Any costs in the event your pet requires veterinary treatment
whilst temporarily in a European Member Country of the Pet
Travel Scheme (PETS).
Cover overseas is for a maximum period of 30 days on all
policies.
Payment of any treatment must be made by you to the vet
whilst you are outside of the UK.
Upon your return home, you should contact us straight away
and report the claim. Contact details can be found on page 6 of
this document.
We will pay you any covered costs in sterling at the rate of
exchange applicable at the date the bills were settled.
Section 10: Overseas travel cover
(cover for your pet whilst travelling abroad)
What is not covered?
• Any costs if you are unable to provide invoices/receipts
showing the treatment given to your pet and the cost.
• Any costs if your pet was treated outside of a European
Member Country of the Pet Travel Scheme (PETS).
42
What is covered?
• We will pay up to the maximum amount payable, on your
chosen policy for:
• Quarantine kennel costs and other costs paid in getting a new
health certicate for your pet, should your pet’s microchip of
ISO standard 11784 or annex a to ISO standard 11785 fail.
• Quarantine kennel costs should your pet have to go into
quarantine, due to illness despite you following all the
required regulations of the Pet Travel Scheme.
• We will pay you for the cost of a replacement health certicate
should the original become lost, stolen or destroyed during
the trip.
Section 11: Unexpected quarantine expenses
What is not covered?
• Any costs if the microchip was checked and found not to be
working properly during the 14 days before you leave to go
on any trip.
• Any costs arising from any condition of which you were aware
before the start of any trip.
• Any costs you had to pay due to you not following regulations
of the PETS Travel Scheme.
• Any loss, theft or destruction of the health certicate prior to
the start of your trip.
43
What is covered?
We will pay up to the maximum amount payable, on your
chosen policy for:
Costs paid by you and your immediate family (living at the same
address) who are on holiday with you outside of the UK and
your pet is hospitalised, which results in you:
• Needing to reschedule your travel arrangements back to the
UK
and/or;
• Extend your accommodation until your pet can safely travel
back to the UK.
Section 12: Emergency expenses abroad
What is not covered?
• Any costs if you cannot provide proof of your pets
hospitalisation that meant you had to extend your holiday/
accommodation.
• Any costs paid for someone who is on holiday with you, who
are not immediate family and/or do not live with you.
• Any costs if you meant to travel outside the UK for your pet to
have veterinary treatment.
• Any costs that are not for extended accommodation or
rescheduling travel arrangements.
• Any costs if you have cover for the same benets on any other
insurance product.
44
Bereavement Counselling
An understanding, condential and professional service for you
to talk for as long as you need about the death or illness of your
pet. Help and advice to address the symptoms brought about
by bereavement is available 24 hours a day, 365 days a year.
Call: 0333 003 2258
Section 13: Helplines
Pet Legal
Lawyers are available to provide advice and explain legal issues
in plain English and in a friendly and helpful way – available 24
hours a day, 365 days a year.
Call: 0333 003 2258
45
If you nd that you are struggling to meet your premium
payments then please contact us as soon as possible to discuss
your options.
You may cancel this policy within 14 days of receipt of the policy
documents or the renewal date by calling us on: 0333 009 2439
or writing to us at:
Co-op Pet Insurance
2nd Floor, 5000 Lakeside
North Harbour
Western Road
Portsmouth
PO6 3EN
Or emailing us at: policy@pets.coop.co.uk
Any premium already paid by you will be paid back to you
providing no claim has been made or is intended to be made
and no incident likely to give rise to a claim has happened. If
you do not cancel your policy during the 14 day period, your
policy will continue as normal.
If you make any claim during the rst 14 days of the policy start
date, then this will be taken as accepting the policy cover and
no refund would then be available.
The policy is an annual contract of insurance that can be paid
monthly. If the premium is paid under a monthly instalment
Cancellation
option and a claim has been settled, you must pay any
remaining instalments for the same period of insurance.
Alternatively, we will deduct outstanding instalments from any
claim payment that may be due to you.
If the annual payment option is chosen and a claim is paid,
no premium will be paid back to you if the policy is cancelled
during the same period of insurance.
As long as there has been no claim or incident that is likely to
lead to a claim being made during the period of insurance and
you cancel your policy then we will give you some money back.
This amount will be for the unused period of your policy. For
example: If your premium was £365 and you cancel the policy
after 300 days then we will give you back £65 for the 65 days of
unused cover.
If a claim has been made or you know that a claim is likely to be
made during the period of insurance then we will not give you
any money back.
Cancelling if your pet passes away
If your pet dies or is reported as lost or stolen, the remaining
premiums for the full policy year will not be charged.
46
When we can cancel your policy
We can cancel this policy if there are serious reasons to do so,
for example:
• Where we have been unable to collect a premium payment
(payment terms including the procedures in the event of non-
payment of the premium will have been agreed between you
and us when you took out this policy); or
• You have not supplied truthful answers as requested on
page 4 of this policy wording under the Consumer insurance
(Disclosure and Representations) Act 2012 section.
• You have failed to give your help or provide information when
we are entitled to request your help in dealing with a claim or
with the running of this policy.
• Where you fail to take your pet for annual check-ups and keep
your pet vaccinated as advised by your vet in accordance with
‘What we ask of you’ – item 4 of this policy.
• Where we suspect fraud.
• Where you use threatening or abusive behaviour towards a
member of our staff or a member of staff of your vet or one of
our suppliers.
We will do this by giving notice in writing to your last address
notied to us. Your last given address may include an email
address given by you to accept mail.
Cancellation (continued)
47
If you are paying for this insurance monthly and you think you
may be unable to meet your regular policy payments, please
contact us as soon as possible.
We have specialists on hand who can agree how best we can
help with your nancial situation.
There are several ways we may be able to help, including:
• Moving your payment dates.
• Agreeing payment holidays in certain circumstances, or
allowing you to delay payment until you are able to do so.
Don’t wait until you miss a payment as we can help you in
advance. We ask that you don’t cancel your payments or direct
debits as this can result in your policy being cancelled and we
don’t want you to be left uninsured, please get in touch with us
as soon as you can.
If you’re paying annually, please review your cover and check
that it meets your requirements, and again, please contact us to
discuss how we can help you.
Additional nancial help is available externally from Money
Helper which is a free service provided by the Money and
Pensions Service: www.moneyhelper.org.uk/debt-advice-
locator.
I’m having nancial difculty
Defaulted Direct Debits
In the event of payment default, you have 7 days from the date
of default to contact us to arrange payment.
If payment is not received, your policy will be cancelled from
the default date. A pro-rata charge for your period on cover will
be made in addition to any cancellation fee. Where a claim has
been made, the remaining premium for the policy year will be
charged.
Cancelled Direct Debits
In the event your direct debit is cancelled, you have 7 days from
the date the direct debit is cancelled to contact us to arrange
payment and set up a new Direct Debit.
If you do not contact us and payment is not received, your
policy will be cancelled from the date we are notied by your
bank that the direct debit was cancelled. A pro-rata charge
for your period on cover will be made in addition to any
cancellation fee. Where a claim has been made, the remaining
premium for the policy year will be charged.
It is your responsibility to ensure you have sufcient funds to
pay for your insurance when it is due. If your policy is cancelled
due to either a defaulted direct debit, or your direct debit
instruction with us was cancelled, you will not be able to
48
reinstate and continue with the same policy and will need to
start a new policy if you wish your pet to be insured again. This
means any illness or injury your pet was covered for will not
be covered under the new policy and will be classed as a pre-
existing condition(s).
I’m having nancial difculty (continued)
49
It is unfortunate that with all types of insurance, fraud and
attempted fraud can occur. We employ sophisticated fraud
detection and prevention techniques to ensure we only pay out
on genuine claims. By doing this, we are protecting the interest
of all policyholders and are able to offer a comprehensive Policy
with competitive premiums.
We and/or our agents, along with other insurers pass
information to fraud prevention and credit reference agencies.
We may pass your details to the Claims and Underwriting
Exchange Register run by the Motor Insurers’ Bureau and
Insurance Hunter, a central insurance anti-fraud system and
other databases, to which other insurers may have access.
We have access to veterinary specialists who will review any
claims where we feel treatment is excessive, or if we suspect
any kind of misrepresentation has been made from either you or
your vet in an attempt to get a claim paid.
We will not pay any claims and may void your policy if you or
anyone acting for you:
1. Make a statement when taking out your policy or at any time
during the length of your policy that is deliberately false or
misleading.
2. Makes a claim under the policy knowing the claim to be false
or exaggerated in any respect.
3. Make a statement in support of a claim knowing the
statement to be false in any respect.
4. Submit a document in support of a claim knowing the
document to be forged or false in any respect.
5. Make a claim in respect of any loss or damage caused by you
on purpose or you knew it was caused on purpose.
What we will do if we suspect fraud
We may ask you to return the amount of any claim we have
previously paid under the policy, since the last renewal date.
We will not give back any premiums already paid.
We may inform the police.
We will immediately cancel this and all other policies you have
with us.
Fraud
50
If we offer further periods of insurance, we may change the
premium, xed excess and terms and conditions as your pet
gets older and to allow for future increases in treatment costs.
We will write to you by email or post at least 14 days before
your renewal date. We will inform you about any changes to the
premium and/or policy terms and conditions for the next period
of insurance.
If you pay your premium by Direct Debit there is no need for
you to take further action, your policy will automatically renew
at the premiums stated within your renewal documentation.
If you do not want us to do this, please call us on:
0333 009 2439 or email us at: policy@pets.coop.co.uk.
If you pay for your policy in full by debit or credit card, you need
to contact us to make payment before the renewal date. Your
policy will NOT automatically renew.
We will write to the last email address given to us by you. We
are unable to prevent these from going into your spam or junk
folders so please check these folders as well as your current
inbox. If your email address has changed then, please inform us
so that we can keep your records up to date.
If you are facing nancial difculties and don’t think you can
afford to pay for the renewal of the policy then please speak
with us to discuss how we can help you.
Renewal terms
51
We are committed to providing you with an exceptional level of
service and customer care. We realise, however, that sometimes
things can go wrong and there may be occasions when you feel
that we have not provided the service you expect from us.
When this happens we want to hear about it so that we can try
to put things right. Although it can help to make complaints in
writing, we will accept complaints in whatever form you prefer.
Who to contact
The most important factors in getting your complaint dealt
with as quickly and efciently as possible are to be sure you are
talking to the right person, and that you are giving them the
right information.
When you contact us, please provide your name, policy number
and a contact telephone number.
Please explain clearly and concisely the reason for your
complaint.
Step one – Initiating your complaint:
In all cases, if you wish to provide written details, the following
checklist has been prepared for you to use when drafting
your letter.
Head your letter ‘Pet insurance Complaint’.
Give your full name, postcode and contact telephone number(s).
Explain that you have a Co-op pet insurance policy and quote
your policy number.
Explain clearly the reason(s) for your complaint.
The letter should be sent to the Complaints Manager at the
following address:
Co-op Pet Insurance
2nd Floor, 5000 Lakeside
North Harbour
Western Road
Portsmouth
PO6 3EN
You can email your complaint to us at
complaints@pets.coop.co.uk
Or, you can call us on 0333 009 2439.
We will acknowledge your complaint promptly, normally within
ve days unless exceptional circumstances apply.
The complaints department will investigate your complaint
impartially taking into account all relevant factors and will
provide you with a written response to your complaint within
8 weeks.
It is expected that the majority of complaints will be quickly and
satisfactorily resolved at this stage, but if you are not satised,
or if you have not heard from us within 8 weeks, you can take
the issue further.
Complaints procedure
52
Step two – The Financial Ombudsman Service
If we have given you our nal response, or if you have not
heard from us within 8 weeks, or if you are still not satised
you may refer your case to the Financial Ombudsman Service
(FOS). The Ombudsman is an independent body that arbitrates
on complaints about general insurance products and other
nancial services. It will only consider complaints after you
have been provided with written conrmation that all internal
complaints procedures have been exhausted.
Insurance Division
Financial Ombudsman
Service Exchange Tower
Harbour Exchange Square
London
E14 9SR
Tel: 0300 123 9123
Fax: 020 7964 1001
Please note that you have six months from the date of the nal
response in which to refer your complaint to the ombudsman.
Referral to the ombudsman will not affect your right to take
legal action.
Complaints procedure (continued)
Our promise to you
We will acknowledge all complaints promptly. We will
investigate quickly and thoroughly. We will keep you informed
of progress. We will do everything possible to resolve your
complaint. We will learn from our mistakes. We will use the
information from complaints to continuously improve our
service. To help us improve our service, we may record or
monitor telephone calls.
53
We believe in keeping your information safe and secure. Full
details of what data we collect and how we use it can be
found in our privacy policy on our pet insurance website, or
by requesting a copy from our data Protection Ofcer (contact
details below).
This section provides you with some basic information and
briey explains what we do with your information.
We are governed by the Data Protection legislation applicable
in the United Kingdom. We collect your personal details
in order to consider your application for insurance and
to administer insurance services to you, including claims
investigation and management.
We may use your personal information for a number of lawful
purposes. These include providing you with our contracted
services; dealing with your claim; carrying out checks such as
fraud checks and credit checks; and where agreed, providing
you with information about similar products and services which
may be of interest to you.
In order to provide our services to you, we may share your
personal information with other insurance companies, solicitors,
regulators, business partners and third-party suppliers where
necessary. These third parties may share your information with
their own agents for insurance administration purposes.
We may also have a legal obligation to provide your personal
information, in certain circumstances, to regulators, police and
other public bodies.
Co-op Insurance Service Limited (CISL) promotes Co-op
branded Insurance Products and is also a Data Controller in
relation to these activities. Further details of how CISL use your
personal data can be found here: https://www.coop.co.uk/
insurance/about-us/privacy-and-cookies
If you have previously consented to being contacted for
marketing purposes, you can unsubscribe or change your
preferences at any time by e-mailing: policy@pets.coop.co.uk
Your rights as a Data Subject
Under Data Protection laws, you have certain rights; these
include for example, a right to understand what data we hold on
you and a right to ask us to amend that data if it is incorrect. If you
would like to exercise any of your rights as detailed within our full
Privacy Policy, please contact our Data Protection Ofcer:
Data Protection Ofcer
Insurance Factory Limited
45 Westerham Road
Bessels Green
Sevenoaks
Kent
TN13 2QB
Data protection
54
Please make sure you provide your name, address, policy
number and other relevant information to allow us to identify
you and promptly respond to your query. You understand that
all personal data you supply must be accurate. If you would like
any other person to discuss your policy or make amendments
then we must have your permission.
Updating your records
If you think our records are wrong or out of date, particularly your
contact details, you must contact us immediately to correct them.
You can do this by calling 0333 009 2439
or by emailing: policy@pets.coop.co.uk
Data protection (continued)
55
COOPPET07/23
Financial Services Compensation Scheme (FSCS)
Co-op Insurance Services Limited, Insurance Factory Limited and West Bay Insurance Plc are covered by the Financial
Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we,
Co-op Insurance Services Limited or West Bay Insurance Plc cannot meet their obligations to you.
This depends on the type of insurance and circumstances of the claim. Further information about the compensation
scheme arrangements is available from the FSCS (www.fscs.org.uk).
Co-op Pet Insurance is arranged and administered by Insurance Factory Limited, authorised and regulated by the
Financial Conduct Authority under Financial Services Register number 306164, a company registered in England and
Wales (company number 02982445); registered ofce: 45 Westerham Road, Bessels Green, Sevenoaks, TN13 2QB.
Insurance Factory Limited is part of the Markerstudy Group of companies.
The insurance is underwritten by West Bay Insurance Plc, registered in Gibraltar No. 84085. Registered Ofce: 846-848,
Europort, Gibraltar. Regulated by the Gibraltar Financial Services Commission and subject to limited regulation by the
Financial Conduct Authority and the Prudential Regulation Authority in respect of underwriting insurance business in the
UK (Financial Services Register Number 211787).
These details can be checked on the Financial Services Register at www.fca.org.uk or the Prudential Regulation Authority
on 020 7601 4444. West Bay Insurance Plc. is a member of the Association of British Insurers.
Please call 03457 46 46 46 if you would like to
receive this information in an alternative format
such as large print, audio or Braille.
