1
Pet Insurance
Important policy information
Insurance
2
Welcome to Co-op Pet Insurance 3
Free online veterinary consultations are here 4
Making a Claim 5
Making Changes to Your Policy 7
Cover levels – Time Limited policies 8
Cover levels – Lifetime 1000 and Lifetime 2500 10
Cover levels – Lifetime 5000 and Lifetime 7500 11
Cover levels – Lifetime 10000 and Lifetime 16000 12
Denitions 14
Consumer insurance 18
(Disclosure and Representations) Act 2012
Introduction 19
General conditions applicable to all policy sections 22
General exclusions applicable to all policy sections 24
Section 1: Veterinary Fees 26
Section 2: Death from Illness 31
Section 3: Death from Accident 32
Contents
Section 4: Farewell Cover (Euthanasia, Cremation 33
and Burial costs)
Section 5: Third Party Liability 34
Section 6: Advertising and Reward 38
Section 7: Loss of Pet – Theft or Straying 39
Section 8: Emergency Boarding Kennel/Cattery Fees 40
Section 9: Emergency Holiday Cancellation 42
Section 10: Overseas Travel Cover 44
Section 11: Unexpected Quarantine Expenses 45
Section 12: Emergency Expenses Abroad 46
Section 13: Helplines 47
Cancellation 48
Fraud 51
Complaints Procedure 52
Data Protection 54
Notes 56
3
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.
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Unlimited online veterinary consultations are here
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incurringcoststhatotherwise
could have been avoided.
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consultationswithfullyqualied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 nutritional guidance, or to
discuss behavioural problems, download the free “FirstVet”
app on your devices operating system, register and
book a consultation (average waiting time for a consultation 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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Making 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 physically
take your pet to a veterinary practice. This means you may be
able to avoid all that stress and hassle and also paying your
policy excesses. Usage of FirstVet will not count as a claim on
your insurance.
No more paper forms
Should you ever need to claim, you can register a claim
completely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 about an
upcoming or existing claim, 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,
ensure you add your policy number to any literature and send it
to us at: claims@pets.coop.co.uk
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ofce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benet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
The Connect Centre
Kingston Crescent
Portsmouth
Hampshire
PO2 8QL
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 to support
your claim
• When we are sure that the claim is valid, when compared to
your policy and the terms and conditions
• (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 – minus 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. If we have made any overpayment regarding claim
settlements, this will be requested back in full and/or deducted
from any future claims.
If all or a part of your claim cannot be paid, we will tell you why
in writing.
Following a claim, we shall be entitled to take over and exercise
any rights in your name against any other party for our own
benetandatour own expense to recover any payment we have
made under this policy.
Making a Claim (continued)
7
You can also make some amendments 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ofce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.
Making Changes to Your Policy
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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)
✓ ✓
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 specied 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 all veterinary treatment your pet needs (depending
on the level of cover you choose) up to 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 limit for veterinary fees will decrease with each
claim you make but the veterinary fee allowance resets back
to either £2,000 or £5,000 (depending on the level of cover
you choose) when you renew your policy.
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
• Customer purchases 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 £750 cover for the remaining
period of insurance)
• Policy renews 1
st
January 2022 and the customer annual
veterinary fee allowance is reset back to £2,000
• Date that the 12-month cover for the condition previously
claimed for ends: 31st May 2022
Like humans, our pets are more likely to be affected by illness
as they get older. This means that every year, your insurance
premium could increase even if you have not made a claim. This
increasemaybemoresignicantifyou have claimed.
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)
✓ ✓
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 specied 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)
✓ ✓
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 specied 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)
✓ ✓
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 specied 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 £150
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 all veterinary treatment your pet needs.
“Lifetime” means your veterinary fee limit resets back to the
maximum allowance for each period of insurance you choose
to renew your insurance.
This means as long as your insurance policy remains in force
with no breaks in cover, premiums are kept up to date and the
insurer offers renewal, there is no limit on how long you can
claim for each illness or injury your pet suffers from.
Should your pet’s total veterinary treatment within a period
of insurance go above the limit you have chosen for your pet,
there will be no further cover until the renewal of your policy.
Like humans, our pets are more likely to be affected by illness
as they get older. This means that every year, your insurance
premium could increase even if you have not made a claim.
Thisincreasemaybemoresignicantifyou have claimed.
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Denitions
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 external event which happens during the
period of insurance resulting in physical bodily injury or death
to your pet.
Alternative Medicine
Herbal or homoeopathic medicine recommended by your vet
andprescribedbyasuitablyqualiedvet.
Behavioural Treatment
A programme or training regime conducted by or under the
supervision of a veterinary surgeon or a pre-approved program
ofbehaviouralmodicationcarriedoutbyabehaviourist.The
behaviourist must be a member of The Institute of Modern Dog
trainers(IMDT),aCertiedClinicalAnimalBehaviourist(CCAB)
or member of the Association of Pet Behaviour Counsellors
(APBC) or Canine and Feline Behaviour Association (CFBA).
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.
Co-payment
The percentage amount you are required to pay towards the
costs of veterinary fees in addition to the xed excess. This
applies as soon as your pet turns the age of 6 years (even if
this is part way through the period of insurance) and will be
deducted from any veterinary fee claim settlement.
If your pet is under the age of 6 years when your policy starts
and you choose to add the 20% co-payment, you cannot
remove this for the duration 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qualiedpersonthathasbeenspecically
recommended by your vet.
Commercial Breeding
Any pet that has had more than 2 litters in its lifetime.
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Condition/Conditions
Any injury sustained during, or resulting from, a single accident
OR any manifestation of an illness having the same diagnostic
classicationorresultingfromthesamediseaseprocess
regardless of the number of incidents or areas of your pet’s
body affected.
Dental
Any treatment of the teeth gums or mouth.
Fixed Excess
The amount you are required 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
This policy excludes all pets used for commercial security work
or those which have been trained to attack. All cover is excluded
for any policyholders who also hold a Security Industry Authority
(SIA) license of any description whilst undertaking the designated
activity that the SIA license allows.
Holiday
Means a pleasure trip outside of the UK to a European State
or Territory included in the Pet Travel Scheme (PETS), which
starts from and ends at your address as shown in your Policy
Schedule.
Illness/Illnesses
Any changes in your pet’s state of health that are:
• not caused by an accident, or
• may be resulting from gradual or biological cause.
Incident/Incidents
An occurrence involving your pet that may result in a claim
under this policy.
Injury/Injuries
Clinical signs or symptoms of changes in normal healthy state
resulting from one individual accident, including directly or
indirectly related problems, no matter where these are noticed
or occur in or on your pet.
Insurance Factory Limited/IFL
Appointed by Co-op Insurance Services Limited and acting as
insurance administrators for The Insurer, West Bay Insurance Plc.
Monetary Pet Value
If you do not have proof of your pet’s purchase price, we will
use the average monetary value of your pet’s breed at the date
of death that we are able to determine based on age, breed,
pedigree, and breeding status of your pet. We will use our own
data to determine this average value.
Denitions(continued)
16
Period of Insurance
The period for which the premium has been paid and for which
your pet is covered as shown on your Policy Schedule. Each
renewal is the start of a new period of insurance.
Pet/Pet’s
Thedogorcatspeciedinyour Policy Schedule.
Pet Travel Scheme (PETS)
The Government scheme allowing you to take your pet abroad
tocertainspeciedcountriesandre-entertheUnited Kingdom.
Please visit the gov.uk website to follow the latest guidance on
travel within the EU post-Brexit.
Policy
Your Policy Wording and most recent Policy Schedule.
Policy Wording
This document, which contains the terms and conditions of your
pet insurance.
Policy Schedule
The Policy Schedule contains details about you, your pet, policy
limitsandexcessesthatapplytothespeciccoverthatyou have
purchased.
Pre-existing Condition/Pre-existing Conditions
Any illness or injury or complication directly resulting from
another injury or illness, whether diagnosed or undiagnosed or
thathasbeenidentiedorinvestigatedbyavet or is otherwise
known to you prior to the start of the insurance
Recurring injury/injuries
Recurring injuries shall be considered as one loss. Such injuries
beingdenedas:
a) Clinical manifestations resulting in the same diagnosis
(regardless of the number of injuries or areas of the body
affected) to which your pet has an on-going predisposition
or susceptibility related in any way to the original claim, or:
b) Injuries which are incurable and likely to continue for the
remainder of your pet’s life, or:
c) multiple injuries being caused by or resulting from one
accident will be treated as one loss.
Recurring illness/illnesses
Recurring illnesses shall be considered as one loss. Such
illnessesbeingdenedas:
• Clinical manifestations resulting in the same diagnosis
(regardless of the number of incidents or areas of the body
affected) to which your pet has an on-going predisposition or
susceptibility related in any way to the original claim; or
Denitions(continued)
17
• Illnesses, which are incurable and likely to continue for the
remainder of your pet’s life.
Select Breed/Select Breeds
Bullmastiff, Dogue De Bordeaux, French Bulldog, Great Dane,
Irish Wolfhound, Mastiff, Neapolitan Mastiff, Newfoundland,
Pyrenean Mastiff, Rottweiler, St Bernard, Tibetan Mastiff, Chow
Chow, Bulldog (including all variants such as Dorset, Victorian
etc.), English Bulldog, Toy Bulldog, Shar Pei, German Shepherd,
Boxer, Maine Coon, Norwegian Forest Cat
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inuence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.
Unattended
Any occasion where your pet is left alone or out of sight.
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afliates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 that permanently resides with you at the
address you have provided.
Denitions(continued)
18
In entering into this contract, you are under a duty to take all
care in answering all questions in relation to this insurance
honestly and to the best of your knowledge. This includes
anything that appears within your Policy schedule as well as any
information relating to your pet’s medical history. Your failure
to take reasonable care to avoid misrepresentation in relation
to the information provided could result in your policy being
cancelled or your claim being rejected or not fully paid. If you
are in any doubt about your duty to take reasonable care not
to make a misrepresentation, please contact our Customer
Services Department on 0333 009 2439.
Consumer insurance
(Disclosure and Representations) Act 2012
19
This is a pet insurance policy that lasts for a year and you
must 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.
Who provides your insurance?
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Ofce: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.
Introduction
The law applicable to this policy
You and we are free to choose the law applicable to the policy
but in the absence of agreement to the contrary, the law of the
country in which you are resident at the time of the contract will
apply. If You are not resident in the United Kingdom, the law
which will apply will be the law of England and Wales and by
purchasing this policy, you have agreed to this.
Data consent
As part of your policy, you agree to and accept the following
terms in the event that you submit a claim:
• We will request relevant information or records from your
current or previous veterinary practice, specialist, breeder
or rescue centre at any time in order for us to be able to fully
assess your claim.
• Your veterinary practice or any veterinary practice treating
your pet can openly discuss and receive information about
your claims with your policy administrator (Insurance Factory
Limited) where appropriate. This also includes the transfer
of your claim via an electronic service using a third party
application.
• We will only ever ask for information which is relevant to the
details and circumstances of the claim and previous medical
history, which is necessary for claims processing purposes.
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Territorial limits
This policy is valid in the UK and includes cover while you travel
on holiday with your Pet in the UK and Republic of Ireland for
up to 30 days in each period of insurance. It also provides cover
while you travel on holiday with your pet in the European Union
States and Territories included in the Government’s Pet Travel
Scheme (PETS) for 30 days within each period of insurance.
Renewal terms
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
andreecttherenewalpremiumsstatedwithinyour renewal
documentation. If you do not want us to do this, please call us or
email us.
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 correspond with 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 changes between the
commencement date and renewal date, please inform us so that
we can keep your records up to date.
Mid-term policy changes
You must 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. In the event of
a change in your pet’s or your details, this may affect the
premium for the rest of the period of insurance.
Upgrades or downgrades in cover level
This can be done mid-term or at renewal. Regardless of when
you do this, if you transfer your pet to a policy with additional or
higherbenetlimits,theadditionalorhigherbenetlimitswill
not apply if signs or symptoms of a condition are present before
the transfer date.
If you transfer your pet to a policywithlowerbenetlimits,the
higherbenetlimitwillnolongerapplytoanyclaims/condition
you are currently making. In cases where the cover is increased
any illness or injury in existence prior to the change in cover
level will be covered under the terms applicable when the
conditionrststarted.
Introduction (continued)
21
Should you choose to decrease your cover level all existing
conditions will be subject to the new lower policy terms. Please
call us for full details that will apply.
If your pet was under the age of 6 years when your policy
started and you chose to have the optional 20% co-payment,
should you choose to change your level of cover, your new
policy will continue to have the 20% co-payment applied. Once
added, this cannot be removed for the duration your pet is
insured with Co-op.
Dual insurance
You must inform us if you have another insurance policy in
force for the same pet covering the same injury, illness, death,
damage, destruction, expense or liability. If this is the case, we
will not make any payment for any claim that results from an
incident covered by any other insurance. 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.
Introduction (continued)
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 or
Insurance Factory Limited cannot meet our 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).
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You must comply with and agree to the following conditions too
have the full protection of your policy. If you do not follow these
conditions, we may cancel your policy; refuse to deal with your
claim; or reduce the amount of any claim payment.
• You are aware upon purchase of this policy that pre-existing
conditions are not covered under the policy.
• Your pet has never shown aggressive tendencies and has not
been trained to attack.
• It is a condition of this policy that your dog is muzzled where
this is recommended when in public or on walks. Failure to
comply may result in any claim being declined.
• You must be the owner of the pet and must be living
permanently at the address you provided us. Cover will cease
immediately if your pet is sold or your pet is living somewhere
else, whether temporarily or permanently (unless agreed by us).
• You must take your pet for regular annual checkups and
keep your pet vaccinated as advised by your vet. There is
no cover provided for these diseases in the event that the
required vaccinations have not been administered to your
pet. Homeopathic vaccines are not acceptable.
• You agree to observe 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.
• You agree that your current and/or previous vet may release
all information or records regarding your pet to us and that
we may release information about your policy to any vet who
has either treated your pet or is about to treat your pet. If the
vet charges you for this information, you will be responsible
for the costs.
• If 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.
• If your pet is a select breed – the minimum xed excess you
will pay will be £200.
• Any pet that has had more than 2 litters in its lifetime will be
considered by us as being used for commercial breeding and
as such, we will not insure the pet. In the event that a third
litter occurs during a period of insurance, we will not invite
renewal of cover but will continue to maintain cover previously
agreed, until the end of that period of insurance.
• You must pay any premium when it becomes due.
• For illnesses that can have multiple sites or bilateral illnesses
such as eyes, ears or legs we shall treat all occurrences of
an illness as the same illness and charge only one xed
excess per period of insurance.Thisisthedenitionasto
howbenets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
General conditions applicable to all policy sections
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General conditions applicable to all policy sections (continued)
condition even if the problem is a different part of your
pet’s body.
For example, if your pet has a growth on the left ear which
is subsequently found on the right ear both will be treated
inbenettermsastheonecondition,benetlimitsandthe
start date for the condition will be from the date that the
left ear growth was found irrespective of the time difference
between diagnoses. We will always treat the same diagnosis
as one condition irrespective of when or where in your pet’s
body the symptoms are found, even where the condition is
diagnosed in different legs and deciding the start date for the
conditionitwillbethedatethattherstsymptomwasnoted
ortherstdateoftreatment (whichever is earlier).
24
This policy will not cover:
• Any claims for a pet not named in the policy schedule.
• Any claims made for any incident that happens outside of the
period of insurance.
• Any death or destruction of your pet as a result of illness
resulting from the failure to vaccinate your pet in accordance
with the practice recommended by the British Small Animal
Veterinary Association.
• Any claims for treatment if your pet was under the age of
8 weeks.
• Any claims arising outside the territorial limits of the United
Kingdom and the Member Countries of the Pet Travel
Scheme (PETS)(excludinglonghaulcountriesasdened
by DEFRA).
• Claims arising 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.
• Claims arising due to ionising radiations or contamination by
radioactivity from any fuel or from any nuclear waste from the
combustion of nuclear fuel.
• Theconscationordestructionofyour pet by Government
or Public Authorities, or under the Animals Act 1971 United
General exclusions applicable to all policy sections
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.
• The cost and compensation for euthanasia of your pet under
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.
• You breaking the United Kingdom or Republic of Ireland laws,
or regulations, including those relating to animal health or
importation.
• Malicious or willful injury or gross negligence to your pet
caused by you, your agents, employees, or members of your
family.
• Any medication or treatment not recommended by a vet.
• 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specically
will not provide any cover if your dog is or is a crossbreed
with an Aladseer, American Bulldog (unless your policy
was purchased before 1st January 2022), American Bully,
American Pocket Bully, Australian Dingo, Cane Corsos, Dogo
Argentino/Agentinian Mastiff, Fila Braziliero, Irish Staffordshire
Bull terrier, American Staffordshire Bull Terrier, Japanese
Tosa/Tosa Inu, Perro De Presa Canario, Pit Bull Terrier or any
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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.
• Recurring illnesses which your pet previously suffered from
arising before your policystarted,orwithintherst14daysof
your insurance policy.
• Reccuring injuries from which your pet previously suffered
arising before your policystarted,orwithintherst48hours
of your insurance policy.
• Your pet being used for commercial breeding purposes,
guarding, track racing, coursing, or used in connection with
any business, trade, profession, or occupation (whether you
are paid for such purposes or not).
• Any loss due to variations in exchange rates of any and
every description.
• Where fraud has been committed against us or where false
information has been provided to us.
• Any liability where youareentitledtocoverorbenetunder
any other insurance -unless that cover is exhausted.
• Any claims resulting from an infringement of UK animal health
and importation legislation.
• Any petsoldorwhereanynancialinterestwhatsoeveris
parted with by you, whether temporarily or permanently.
• Liability in respect of pollution or contamination of buildings
or other structures or of water or land or the atmosphere
unlessdirectlycausedbyasuddenidentiableunintended
and unexpected occurrence which takes place in its entirety
ataspecic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.
General exclusions applicable to all policy sections (continued)
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What is covered?
We will pay you for charges made for treatment to your pet,
carried out by either a vetoraqualiedspecialist.Somespecic
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benets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benetlimit,itformspartof
the overall veterinaryfeebenetandislimitedtotheamount
shown in your Policy Schedule.
Section 1: Veterinary Fees
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).
We will deduct 75p per tin and/or £1.50 per kilo of diet food,
which represents normal feeding costs associated with owning
a pet.
In the event your pet requires tube feeding, costs associated
with this are limited to £100.
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What is covered? (continued)
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benettables
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identied,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 (continued)
28
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 in respect of any treatment
that takes place on or after your pet’s 6th birthday.
• Anycostswhereabenetlimithasbeenreached.
• 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 deem to be excessive. We will challenge
these costs with the treating vet or specialist and only settle
what we deem as appropriate. We do this by comparing costs
for the same treatment we have in our own data to decide
how much we will pay.
• Any treatment after your policy has lapsed/expired.
• 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occuredbeforeorwithin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 costs for bathing, grooming or de-matting your pet,
regardless of your personal circumstances.
• Any costs for any pheromone products, unless pre-approved
as part of a behavioural treatment recommended by a
specialist, where we will pay these costs for a maximum of
six months.
• 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.
Section 1: Veterinary Fees (continued)
29
What is not covered? (continued)
• 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 (regardless of your personal circumstances), 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 (regardless of your
personal circumstances), 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 but not limited to completing a claim form, any
ancillary administration fees, dispensing fees, late payment
fees, administration referral fees to specialist vets, referral
fees and x-ray referral fees.
• Any costs for nutritional supplements and vitamins unless
prescribed by a vet and given to your pet instead of
medication.
Section 1: Veterinary Fees (continued)
• Fees for unapproved alternative medicine or complementary
medicine(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articial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 complications arising from
treatment, that you choose to have carried out that is not
directly related to an injury or illness.
• Any complications 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specicallyto
diagnose an injury or illness.
• 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.
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What is not covered? (continued)
• Anyclaimasaresultofa‘notiable’disease(asdenedby
DEFRA) 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 form for the initial costs.
We will not normally be able to assess the claim form and
supporting invoices 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
complete the claim form, provide medical history and supply
us with the supporting invoices. The claim form and invoices
along with a full clinical history must be returned to us within
180 days of the pet receiving the treatment for your claim to be
considered.
Policyholders who are veterinary surgeons or staff
If you are a veterinary surgeon, you may treat your own pet but
another vetmustcountersigntheclaimformconrmingthe
treatment has gone ahead. The same applies if you are a vet
nurse, you cannot complete your own claim form and must have
your claim countersigned by the treating veterinary surgeon.
Section 1: Veterinary Fees (continued)
31
What is covered?
If your pet dies because of an illness, or as a result of your vet
putting your pet to sleep, to alleviate incurable and inhumane
suffering from the illness.
We will pay the purchase price you paid for your pet as
declared by you and detailed on the policy schedule. This
payment is restricted to 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.
This is based on average prices of your pets breed shown in
our data at the time of your pet’s death, or up to a maximum of
£250 (whichever is lower) for either a dog or a cat.
Section 2: Death from Illness
This section does not apply for pets aged 7 years or over.
What is not covered?
Death resulting from any illness that occurred before or within
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conrmationfrom
your vet that your pet has passed away or a statement from
an independent witness unrelated to you,toconrmyour
pet’s death.
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What is covered?
Petsofanyageareeligibleforthisbenet.
If your pet dies because of an accident or injury, or as a result
of your vet putting your pet to sleep, to alleviate incurable and
inhumane suffering from the accident/injury.
We will pay the purchase price you paid for your pet as
declared by you and detailed on the policy schedule. This
payment is restricted to 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.
This is based on average prices of your pets breed shown in
our data at the time of your pet’s death, or up to a maximum of
£250 (whichever is lower) for either a dog or a cat.
Section 3: Death from Accident
What is not covered?
Death resulting from any injury that happened before or within
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conrmationfromyour
vet that your pet has passed away or a statement from an
independent witness unrelated to you,toconrmyour pet’s
death.
33
What is covered?
The amount of cover your chosen policy has is one limit for all
three services, it is not allocated individually.
We will pay up to a maximum amount shown in your Policy
Schedule for costs incurred if your pet is euthanised and/or if
you choose to have your pet cremated or put towards burial
costs.Thisbenet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 your vet has been informed of your pet
passing away and have updated their records to show this.
Anycostsforthisbenetif you have already claimed the full
annual allowance of veterinary fees.
Section 4: Farewell Cover
(Euthanasia, Cremation and Burial costs)
This section does not apply for pets aged 7 years or over.
34
What is covered?
The insurer will pay up to £1,000,000 if you become legally
liable to pay in the UK courts as damages (including costs)
during the period of insurance for any claim or series of claims
arising from any one event or multiple events and in respect of
all and any incidents occurring during the period of insurance
involving your dog:
• Bodily injury or death to any person who is not in your
employment or who is not a member of your family or house
hold.
• 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 household
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 364 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
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.
35
What is not covered?
• The third party liability excess of £250 per claim. Failure to
pay the excess when requested may result in us refusing to
pay additional costs incurred or in us refusing to deal with any
third party claim.
• Claims where no legal liability is established.
• Claims for incidents that occur within 72 hours of the
commencement of your policy.
• Compensation or legal costs 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.
• Compensation or legal costs 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.
• Compensation or legal costs if you or someone listed above
is looking after the property or holding it in trust or any
liability 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.
• Any claim resulting from a period when your pet was left
unattended.
Section 5: Third Party Liability (continued)
• 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.
• Coverisnotprovidedatanyeventofconrmation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.
• Compensation or legal costs where the injury or damage was
caused by the deliberate acts or omissions of you or members
of your family.
• 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.
36
Section 5: Third Party Liability (continued)
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 exhausted.
• Any claim costs in excess of the policy limit under this section
of your policy.
• Any amount in excess of £1,000,000 in respect of all incidents
occurring during the period of insurance.
37
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specicallywillnotprovideanycoverifyour dog is an
Aladseer, American Bulldog (unless your purchased your
policy before 1
st
January 2022), American Bully, American
Pocket Bully, Australian Dingo, Cane Corsos, Dogo Argentino/
Agentinian 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
give rise to a claim.
• You must not admit to anyone that your pet was at fault, offer
any compensation, make a payment, or try to negotiate.
• You must forward on to us any letters, writs, summons, or
other legal documents you receive, immediately, and you
must not answer them.
• You must tell us or assist us to establish the full circumstances
of an incident provide written statements and go to court if
necessary.
• We may pay what we judge to be a reasonable amount for the
compensation and costs, which will release us from any more
payments under this policy.
• 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 disclosing 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 (continued)
38
Advertising – What is covered?
If your pet is lost or stolen, we will reimburse you for advertising
in a local newspaper, making posters or any other expenditure
for the recovery of your pet (previously agreed by us).
Anycostsuptothebenetlimitasshowninyour chosen policy
per period of insurance.
If you wish to use an animal location service, these costs must
be approved by us before they start work. You must provide us
with a full estimate invoice 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 provide us with 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 approve a suitable 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, household, or by any person employed by you,
residing with you, or otherwise known to 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 not supported by 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
The monetary limit shown on your chosen policy is an overall limit for both of these benets.
If you need to claim under this section, please call us to approve how you plan to use this benet
39
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 attempted to locate your
pet by notifying local rescue centres and for dogs, your local
dog warden. In the case of theft, you must provide evidence
that youhavenotiedthePolicetoreportthetheftandhavea
crime reference number.
Thisbenet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
based on average prices at the time of your pet’s death or up to
a maximum of £250 for either a dog or a cat (whichever is lower).
Section 7: Loss of Pet – Theft or Straying
You must have claimed under ‘Section 6: Advertising and Reward’ before you are able to use this benet
What is not covered?
• If your petislost,stolenorstrayspriortoorwithintherst14
days of your policy starting.
• Any costs if you or the person looking after your pet has freely
parted with 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benetnotsubmittedwithinoneyearof
your pet going missing.
40
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within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 approve 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.
41
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.
42
What is covered?
We will reimburse you up to the amount shown on your chosen
policy for the non-recoverable cancellation and curtailment
costs incurred by you if:
• You cancel your holiday within 7 days prior to departure 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withintherst14daysofthecommencement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 necessitate emergency treatment and/or
surgery.
• Any additional costs which are incurred, e.g. if you fail to
arrive on time at the airport/ferry port.
• Any costs if you can claim these expenses back from
anywhere else, for example, from your travel insurance.
43
Section 9: Emergency Holiday Cancellation (continued)
What is not covered? (continued)
• Any additional cancellation charges incurred 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 expenses you are claiming. You must provide
us a booking invoice for the holiday, detailing any cancellation
charges. You must also provide uswithconrmationand
(where applicable) evidence that you are unable to claim
these costs back from your travel providers
44
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 subject to 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 immediately
and report the claim on 0333 009 2439, where we will send you
a claim form to be completed.
We will reimburse you any eligible costs in sterling at the rate
of exchange applicable at the date the bills were settled.
Section 10: Overseas Travel Cover
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).
45
What is covered?
• We will pay up to the maximum amount payable, on your
chosen policy for:
• Quarantine kennel costs and other costs incurred in getting
anewhealthcerticate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 your compliance with 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
This section does not apply to Time Limited policies
What is not covered?
• Any costs if the microchip was checked and found not to be
working properly within the 14 days prior to your departure
on any trip.
• Any costs arising from any condition of which you were aware
before the start of any trip.
• Any costs resulting with your non-compliance with all or any
relevant regulations of the PETS Travel Scheme.
• Anyloss,theftordestructionofthehealthcerticatepriorto
the start of your trip.
46
What is covered?
We will pay up to the maximum amount payable, on your
chosen policy for:
Costs incurred 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 evidence of your pets
hospitalisation that meant you had to extend your holiday/
accommodation.
• Any costs incurred for someone who is on holiday with you,
who are not immediate family and/or do not live with you.
• Any costs if you purposefully travelled 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benetsonanyother
insurance product.
47
Bereavement Counselling
Anunderstanding,condentialandprofessionalservice
enabling 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
48
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
writing to us at:
Co-op Pet Insurance
The Connect Centre
Kingston Crescent
Portsmouth
Hampshire
PO2 8QL
or emailing us at: policy@pets.coop.co.uk
Any premium already paid by you will be refunded 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 occurred. If
you do not exercise your rights during the 14 day period, your
policy will continue as normal.
If youmakeanywhatsoeverclaimwithin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
option and a claim has been settled, you must pay any
remaining instalments for the same period of insurance.
Cancellation
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 refunded if the policy is cancelled during the
same period of insurance.
Provided there has been no claim or incident likely to give rise
to a claim during the current period of insurance and you cancel
your policy, we will calculate the proportionate premium for the
period you have been insured and after any cancellation fee has
been applied, we will refund any balance.
If a claim has been submitted or there has been any incident
likely to give rise to a claim during the current period of
insurance, no premium refund will be given.
Cancelling if your pet passes away
If your pet dies or is reported as lost or stolen and you need to
make a claim, the remaining premiums for the full policy year
will not be charged, as long as a claim has not been submitted
or made in the same period of insurance under either:
• Section 1: Veterinary fees
OR
• Section 5: Third Party Liability
49
If you have made a claim for your pet under either of those
policy sections in the same period of insurance, no refund will
be given if you paid for your insurance in full. If you pay for your
insurance by monthly instalments, the remaining of the year’s
premium becomes due and must be paid and/or deducted
fromthesettlementofthedeathbenet.
When we can cancel your policy
We can cancel this policy if there are serious grounds 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 failed to take reasonable care in providing
information in relation to this insurance as required by general
condition 1 of this policy.
• You have failed to co-operate or provide information and
assistance in relation to any claim under this policy or with
regards to the administration or operation of this policy.
• Where you fail to take your pet for annual check-ups and keep
your pet vaccinated against distemper, hepatitis, leptospirosis
and parvovirus in the case of dogs; against feline infectious
enteritis,felineinuenzafelineherpesvirus,felinecalicivirus
and feline leukaemia in the case of cats; and as advised by
your vet in accordance with general condition 7 of this policy.
• Where we have grounds to 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
notiedtous.
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.
Cancellation (continued)
50
Cancellation (continued)
If you do not contact us and payment is not received, your
policy will be cancelled from the date wearenotied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sufcient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
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).
51
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. Makes a claim under the policy knowing the claim to be false
or fraudulently exaggerated in any respect.
2. Make a statement in support of a claim knowing the
statement to be false in any respect.
3. Submit a document in support of a claim knowing the
document to be forged or false in any respect.
4. Make a claim in respect of any loss or damage caused by
your willful act or with your connivance.
What we will do if we suspect fraud
We shall be entitled to recover from you the amount of any
claim we have previously paid under the policy, since the last
renewal date.
We shall not make any refund of any premiums already paid.
We may inform the police of the circumstances.
We will immediately cancel this and all other policies you have
with us.
Fraud
52
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efciently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
The Connect Centre
Kingston Crescent
Portsmouth
Hampshire
PO2 8QL
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.
Complaints Procedure
53
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.
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satised
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conrmation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
Complaints Procedure (continued)
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.
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.
54
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Ofcer(contact
details below).
This section provides you with some basic information and
briey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
Ofcer:
DataProtectionOfcer
Insurance Factory Limited
45 Westerham Road
Bessels Green
Sevenoaks
Kent
TN13 2QB
Data Protection
55
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)
56
Notes
COOPPET01/22