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Pet Insurance – Veterinary feesSection 1Veterinary feesUpgrading/Downgrading cover – If you transfer your pet to a plan with additional or higher beneft limits,the additional or higher beneft limits will not apply if the condition signs or symptoms started before thetransfer date. If you transfer your pet to a plan with lower beneft limits, the higher beneft limit will nolonger apply to any claims you are currently making.Bilateral ConditionAny condition affecting body parts of which your pet has two, one each side of the body (e.g. ears, eyes,knees, cruciate ligaments). When applying a beneft limit or exclusion, bilateral conditions are considered asone condition if there is evidence that your pet has had symptoms of the condition in the last 24 months and/oryour vet records indicate that the conditions are related.Sections of cover:1. CoverWe will pay the claim amount, for normal andcustomary veterinary fees up to the total beneftlimit as shown in your schedule for treatment.For Lifetime 2000 and Lifetime 4000, the beneftlimit is applied separately to every unrelated injury,illness or condition claimed for per policy period.For Lifetime 10000 the beneft limit is applied toall injury, illness or conditions claimed for perpolicy period whether unrelated or not. If youstop making premium payments to us then coverfor any on-going conditions will cease.For the avoidance of doubt, please note that thebeneft limit for complementary medicine,special diet, CT/MRI Scans and associated costs,cruciate ligament damage, dentistry and behaviouraltreatment is not a separate limit and is thereforeincluded within the maximum beneft limit amountas shown in your schedule.2. Level of veterinary fees allowedEvery claim will be reviewed by an internal pet claimsassessor and compared to charges for the same orsimilar treatment within the same geographical areato ensure that the treatment and veterinary fees arenecessary, essential and not excessive.We will only pay up to a maximum of 100% mark upon the manufacturer’s or wholesaler’s priceof veterinary medicines. This will include anydispensing fees.8Exclusions: Costs resulting from an accident, injury orillness that frst showed clinical signs before thecommencement date. Costs resulting from an illness that frst showedclinical signs during the waiting period. Costs resulting from an accident, injury orillness that;i. is the same as or has the same diagnosis orclinical signs as an accident, injury or illnessyour pet had before the commencement date;ii. is caused by, relates to or results from anaccident, injury, illness or clinical signs yourpet had before the commencement date.Please note if your pet frst showed any clinical signsor was diagnosed with an accident, injury or illnessprior to the commencement date, we will apply anexclusion to your policy in respect of this condition. Costs resulting from or related to any excludedcondition as shown in the schedule. Costs for cosmetic treatment, electivetreatment, routine treatment or preventativetreatment recommended by a vet to prevent aninjury or illness. This is not limited to but includesvaccination, spaying, castration, Cryptorchidism(retained testes), grooming, nail clipping,whelping, kittening, bathing, dematting, killing andcontrolling feas and worms, spaying to preventthe re-occurrence of false pregnancy and anyclaims as a result of these procedures unlessspecifcally noted on the schedule.

Pet Insurance – LifetimeSections of cover:3. Cruciate Ligament Damage and CT/MRI Scansand Associated costsWe will pay up to the beneft limit as shown inyour schedule for cruciate ligament damage. This isnot a separate beneft but is limited under veterinaryfees. We will pay up to the beneft limit as shownin your schedule for CT and MRI Scans andassociated costs.4. Special DietWe will contribute to the cost of your pet’sprescription food, up to the beneft limit shown inyour schedule per policy period, as long as it isprescribed by your vet and can only be bought froma veterinary surgery or online pharmacy and it is todissolve bladder stones or crystals in urine and forno other purpose. We will deduct 53p a tin and 1.00per kilo as your normal feeding costs for your pet.We will not be liable for any other dietary costs underthis policy. The maximum beneft limit that we willpay for special diet is the beneft limit shown in yourschedule for up to 60 days per policy period. Pleasenote any special diet payment for bladder stones orcrystals in urine will cease once these are dissolved,we will not continue to pay as a preventative measureto stop the stones re-occurring.5. DentistryWe will pay up to the beneft limit as shown in yourschedule for dentistry treatment as a direct resultof an accident and/or injury to your pet. This is not aseparate beneft but is limited under veterinary fees.For Lifetime 2000 and Lifetime 4000, the beneftlimit is applied separately to every unrelated injury,illness or condition claimed for per policy period.For Lifetime 10000, the beneft limit is applied toall injury, illness or conditions claimed for per policyperiod, whether unrelated or not. If you stop makingpremium payments to us then cover for any on-goingconditions will cease.Exclusions: Any costs for the treatment of false pregnancy ifyour pet has already received treatment for twoor more occurrences of false pregnancy. Costs for any treatment relating to or resultingfrom breeding your pet and any complicationsthat may occur as a result of these procedures. Costs in excess of the specifed beneft limit asshown in your schedule relating to any treatmentfor cruciate ligament damage. Any dental or gum treatment will be excluded,unless required as a direct result of an accident orinjury to your pet and limited to the beneft limit.Please note any routine, preventative or cosmeticdental or gum treatment; or scaling and polishingteeth will not be covered. Any illness resulting from dentistry treatment. Any dental or gum treatment as a direct result ofan illness. Any treatment received by your pet after theend date. The cost of any treatment for behavioural problemsor for any conditions arising as a result of the sameunless as a direct result of an insured incident. Any costs for house calls/out-of-hours calls/nonessential hospitalisation and ambulance costs (wherecovered) unless a vet confrms that your pet wassuffering from a life-endangering condition or yourvet can confrm in writing that is was essential andnot to have done so would have seriously worsenedyour pet’s condition. If the out of hours visit wasnot essential, we will cover the normal consultationfees only. Please note we will not pay ambulancefees from your normal veterinary clinic to atransferred night veterinary clinic or referral clinic. Costs of your pet being euthanised except when itis to alleviate incurable and inhumane suffering andyour vet has recommended it; always excludingthe costs of your pet being euthanised for fnancialreasons or because of behavioural problems. Costs of cremation and disposal, including postmortem costs, coffns or caskets, other than coverprovided under section 5. Costs which are not supported by an original receiptor invoice itemising the treatment costs incurred.9

Pet Insurance – Veterinary feesSections of cover:6. Behavioural treatmentWe will pay up to the beneft limit as shown inyour schedule for behavioural treatment whichis required as a direct result of an insured incidentand which meets the defnition of complementarymedicine. This is not a separate beneft but islimited under veterinary fees. For Lifetime 2,000and Lifetime 4,000, the beneft limit is appliedseparately to every unrelated injury, illness orcondition claimed for per policy period. ForLifetime 10,000, the beneft limit is applied to allinjury, illness or conditions claimed for per policyperiod, whether unrelated or not. If you stop makingpremium payments to us then cover for anyon-going conditions will cease.7. Complementary medicineWe will pay up to the beneft limit as shown in yourschedule for complementary medicine which isrequired as a direct result of an insured incident andwhich meets the defnition on page 5 of this booklet.This is not a separate beneft but is limited underveterinary fees. For Lifetime 2,000 and Lifetime 4,000, the beneft limit is applied separately toevery unrelated injury, illness or condition claimedfor per policy period. For Lifetime 10,000, thebeneft limit is applied to all injury, illness orconditions claimed for per policy period, whetherunrelated or not. If you stop making premiumpayments to us then cover for any on-goingconditions will cease.Exclusions: The cost of any diet food, even if prescribed, otherthan those detailed in section 1.4 – Special Diet. Any costs associated with routine or investigativelaboratory tests or procedures unless theclinical signs/symptoms exist and the tests andprocedures are to diagnose a specifc condition. Extra fees on external laboratory fees. We willonly pay the external fee plus up to 20 for post,packaging and interpretation. Any cost of pheromone products, includingDAP diffusers and Feliway and/or similar felinefacial pheromone products used in either aspray or an electric diffuser format and anygeneral health enhancers. Continuation claims unless you have paid therequired premiums to keep your policy in force. Claim settlements where you have failed to paythe relevant premium due to us or you cancellingyour policy. In these circumstances any eligibleclaim payment will be deducted from anyoutstanding premium due. The excess applicable to this section of cover. Any costs for hiring or buying a cage, basket orbedding needed for the treatment or generalwellbeing of your pet and any general healthenhancers. Any costs associated with prosthetics (artifcialbody parts) with the exception of costs related toreplacement hip, elbow and/or knee joints.Please note pets aged 5 years and over; a 10%co-payment will apply to each claim paymentfor veterinary fees (including complementarymedicine, CT/MRI Scans and associated costs,special diet, behavioural treatment and cruciateligament damage) which is in addition to thededuction of the applicable standard excess andwill also apply to all continuation claims.Vet Advice LineIncluded in your policy is unlimited access to a veterinary support and advice service if you haveconcerns about an insured pet’s health or welfare.This is provided by a team of veterinary nurses. If youhave any concerns about your pet’s health or welfare just call 0800 197 0922 and they can give adviceand clear instructions on what to do next – as most issues don’t require an immediate trip to the vet.The service is provided by Vetsdirect Limited and is available 24 hours a day, every day of the year.10

Pet Insurance – LifetimeSection 2Loss by theft or strayingSections of cover:1. CoverIf your pet strays or is stolen we will pay acontribution;i. Where proof of purchase is available; up to theprice paid or the amount shown in the schedule(whichever is the lesser) subject to the deductionshown in the age deduction table according to thepet’s age at the date the pet is stolen or strays, or;ii. Where proof of purchase is not available; upto 75 for a cat and up to 150 for a dog (fxedamount) subject to the deduction shown in theage deduction table according to the pet’s age atthe date the pet is stolen or strays.Exclusions: Theft which does not involve forcible andviolent entry to a secure area, such as a penor your home. Any claim where you or the person lookingafter your pet has voluntarily parted with it,even if tricked into parting with it by a thirdparty, or in circumstances where the pet’s losswould not be deemed to have been stoleni.e. abandoned deliberately. Any claim where the pet is aged 8 years and overat the time of the loss.Specifc conditions under section 2 – Loss by theft or straying1. In order to determine the price paid for your pet, you must provide, at your expense, proof of purchase.If proof of purchase is not provided, we will pay up to 75 for a cat and up to 150 for a dog subject to thedeductions shown in the age deduction table.2. Your pet must not be found within 45 days of being stolen or straying.3. You must report the loss of your pet to at least one rescue centre in the case of a cat and to a dog wardenin the case of a dog. In the case of theft you must also report the theft to the police and obtain a crimereference number.4. If your pet is found or has returned after claiming, you must repay us the full amount we have paid outunder this section of cover.11

Pet Insurance – Advertising and rewardSection 3Advertising and rewardSections of cover:1. CoverWe will pay up to the beneft limit as noted inthe schedule to cover the cost for advertising andreward which leads or attempts to lead to gettingyour pet back provided you have our agreement.Please note included in the beneft limit foradvertising and reward we will only pay up to 50toward sundries to make your own posters andadvertising material providing we have itemisedreceipts and details. You will need to provide fulldetails of the circumstances, receipts and details ofwho found your pet.12Exclusions: Any reward to a member of your family, to anyperson known to you, or to the person who wascaring for your pet at the time of the incident. Any reward where you have not taken the fndersdetails and passed to us to arrange payment. Any reward where you have paid the fnderdirectly without our agreement.

Pet Insurance – LifetimeSection 4Death of pet from accident or illnessSections of cover:1. CoverIf your pet dies or is euthanised for humane reasonsbecause of injury or illness during the policy periodwe will pay a contribution of:i. Where proof of purchase is available; up to theprice paid or the amount shown in the schedule(whichever is the lesser) subject to the deductionshown in the age deduction table accordingto the pet’s age at the date the pet dies or iseuthanised, or;ii. Where proof of purchase is not available; upto 75 for a cat and up to 150 for a dog (fxedamount) subject to the age deduction tableaccording to the pet’s age at the date the pet diesor is euthanised.Exclusions: Euthanasia due to any act of any legal or legislativeauthority for any reason whatsoever, including anyorder made in respect of a ‘notifable’ disease. Euthanasia due to behavioural problems or forfnancial reasons. Death during or after a surgical operation or ageneral anaesthetic unless a qualifed vet certifesthat it was necessary because of injury or illness. Death of your pet if aged 8 years and over at thetime of death. Any death resulting from breeding, pregnancyor giving birth. Any claim if the death has been a result ofpreventative, routine or elective treatment/procedure. See veterinary fees. Any death caused by an illness/clinical signsfrst noticed before the commencementdate or within the frst 14 days of the policycommencement date (waiting period).Important noticeAge of pet will be determined by the date of birth as shown on your policy schedule;You must advise us within 30 days of the death of your pet.Specifc conditions Applicable to Sections 4 – Death of a Pet by Accident or Illness1. If your pet dies, at your own expense please arrange for your vet to certify your pet’s death.2. Where your vet is unable to certify your pet’s death; a statement from an independent witness confrmingyour pet’s death.13

Pet Insurance – Pet funeral/cremationSection 5Pet funeral/cremationSections of cover:1. CoverIf your pet dies or is euthanised for humane reasonsbecause of injury or illness during the policy periodwe will pay the beneft limit shown on your policyschedule.Exclusions: Cremation costs as a result of euthanasia due toany act of any legal or legislative authority for anyreason whatsoever, including any order made inrespect of a ‘notifable’ disease. Cremation costs as a result of euthanasia due tobehavioural problems or for fnancial reasons. Cremation costs as a result of death during orafter a surgical operation or a general anaestheticunless a qualifed vet certifes that it wasnecessary because of injury or illness. Cremation costs of your pet if aged 8 years andover at the time of death. Cremation costs as a result of death frombreeding, pregnancy or giving birth. Cremation costs if death has been a result ofpreventative, routine or elective treatment/procedure. See veterinary fees. Cremation cost if death is caused by anillness/clinical signs frst noticed before thecommencement date or within the frst 14 days ofthe policy commencement date (waiting period). Post mortem and necropsy costs, includingreports and fees. The cost of memorial plaques, headstones or anyother memorial or commemorative signs. Crematorium appointment fees and out of hourscosts.Bereavement counselling helplineProvides an understanding, confdential and professional service enabling you to talk about the deathor illness of your pet. Help and advice to address the symptoms brought about by bereavement isavailable 24 hours a day, 365 days a year.Telephone 0800 107 6197.14

Pet Insurance – LifetimeSection 6Overseas travelThis cover provides veterinary fee cover up to the policy limit for your pet when you are on holiday in adesignated Pet Travel Scheme (PETS) country.Sections of cover:1. CoverIf your pet needs emergency veterinary treatmentas a result of an accident, injury or illness thatfrst shows clinical signs while you are on holidaywith your pet, we will pay up to the maximumbeneft limit as shown in the schedule. This coverapplies to a maximum holiday duration of no morethan 30 days made up of no more than 2 holidaysin total per policy period. Cover starts when youhave left the UK (or Channel Islands or Isle of Man ifthis is your place of residence). Cover will cease atmidnight on the 30th day of the holiday duration.Exclusions: Any costs resulting from a holiday that startedbefore the commencement date. Any costs for treatment occurring outside themaximum holiday duration of 30 days. Any costs resulting from:i. An injury or illness that frst showed clinicalsigns before your holiday started; or;ii. An injury or illness that is caused by, relatesto or results from an injury, illness or clinicalsigns your pet had before your holiday startedno matter where these are noticed or happenin or on your p

3 Pet Insurance - Lifetime Contents 4-7 Policy definitions 8-10 Section 1 - Veterinary fees 11 Section 2 - Loss by theft or straying 12 Section 3 - Advertising and reward 13 Section 4 - Death of pet from accident or illness 14 Section 5 - Pet funeral/cremation 15-16 Section 6 - Overseas travel 17 Section 7 - Holiday delay 18 Section 8 - Holiday cancellation