PetValue - Petplan

PetValuePet insurance policyTerms and Conditions1 June 2007Written in plain English

These policy Terms and Conditions are part of your insurance contract; the other parts are your Certificate of InsurancePolicy Details, Certificate of Insurance Animal Details and Application. To know exactly what your insurance contract coversyou need to read your Certificates of Insurance and these policy Terms and Conditions. Your Certificate of Insurance AnimalDetails will tell you the policy sections that apply to the insurance plan for your pet. Telephone calls may be monitored andrecorded.We may share information about you with other insurance companies, directly or through a number of databases.This allows us to check information you give us and also helps to prevent fraud. We will give your information to aregulatory body if they make an official request.If you pay by Direct Debit instalment, when your policy is due for renewal we will renew it automatically, to save you the worryof remembering to contact us before the renewal date. We will write to you before the policy expires with full details of yournext years premium and policy conditions. If you do not want to renew this policy, all you need to do is call us on 0800 0718000 to let us know.Definitions12 months 365 days calculated from and including the date an injury happens or the first clinical signs of anillness are noticed.Agreed countriesBehavioural illnessAny European Union member States and Territories which are included in the Pet Travel Scheme.Any changes to your pet’s normal behaviour, resulting from a mental or emotional disorder.Certificate for treatment A certificate issued under the terms of the Pet travel scheme (Pilot Arrangements)against parasites (England) Order 1999 showing your pet has been treated against certain ticks and a tapeworm that canbe carried by cats and dogs that live outside the UK.Clinical signsExcessFamilyHomeChanges in your pet’s normal healthy state, its bodily functions or behaviour.The amount stated on your Certificate of Insurance Animal Details, which is the first part of eachunrelated claim and the amount you must pay.If your pet is 8 years or over (5 years or over for select breeds) you must pay the percentage amount oneach and every veterinary fees claim. The percentage is shown on your Certificate of Insurance AnimalDetails.Your husband, wife, civil partner, life partner, parents, grandparents, brothers, sisters, sons, daughters,grandsons and granddaughters.The place in the UK where you usually live.IllnessAny changes to a normal, healthy state, sickness, disease, defects and abnormalities including defectsand abnormalities your pet was born with or were passed on by its parents.Immediate family Your husband, wife, civil partner, life partner, parents, sons and daughters.InjuryA physical injury caused immediately by an accident. Not any injury that happens over a period of time.JourneyTravel from your home to any of the agreed countries. This includes the duration of your holiday orbusiness trip and any travel, in and between agreed countries and return journeys to your home duringthe period of travel cover.Market valueThe price generally paid for an animal of the same age, breed, sex, pedigree and breeding ability at thetime you got your pet.Maximum benefit The most we will pay as set out in the Certificate of Insurance Animal Details.Period of travel cover A total of 90 days for all journeys in the policy year.Pet passport A passport issued under the terms of the Pet travel scheme (Pilot Arrangements) (England) Order 1999showing your pet has:• been fitted with a microchip.• a current vaccination against rabies.• had a blood test showing satisfactory protection against rabies.• had the required treatment for ticks and tapeworm.• a current record of any illness or disease your pet has been vaccinated against.• had an examination by a vet to confirm it is fit to travel.PETS certificate A certificate issued under the terms of the Pet travel scheme (Pilot Arrangements) (England) Order 1999showing your pet has been fitted with a microchip, has a current vaccination against rabies and has hada blood test showing satisfactory protection against rabies.Pet travel scheme The Pet travel scheme PETS is the system that allows people in the UK to take their pet’s to certaincountries and bring them back again without the need for quarantine.Policy yearThe time during which we give cover as set out in the Certificate of Insurance Policy Details. This isnormally 12 months but may be less if your pet has been added to your insurance or it has beencancelled.Select breeds All Mastiff breeds, Bernese Mountain Dog, Beauceron, Bulldog, Deerhound, Estrela Mountain Dog,Dogue de Bordeaux, Great Dane, Irish Wolfhound, Leonberger, Newfoundland, Old English Sheep Dog,Pyrenean Mountain Dog, Rottweiler, Shar Pei, St Bernard.UKThe United Kingdom, the Isle of Man, and the Channel Islands

CoverIn return for the correct premium, we will provide cover in the following sections if you have asked for them to be included in your insuranceand they are shown on your Certificate of Insurance Animal Details.Section 1 – Veterinary feesCover under this section applies in the UK only.What we will payWhat you payThe cost of veterinary fees for veterinary treatment your pet has received to treat an illness or injury duringa period of 12 months starting from the date during the policy year when the injury happened or the clinicalsigns of an illness were first noticed.For each illness or injury that is treated during the policy year and is not related to any other illness or injurytreated during the same policy year, you must pay the excess shown on your Certificate of Insurance AnimalDetailsWhat we will not pay1 More than the maximum benefit for each illness or injury.2 The cost of any treatment for:i) an injury that happened or an illness that first showed clinical signs before your pet’s cover started; or,ii) an injury or illness that is the same as, or has the same diagnosis or clinical signs as an injury, illness or clinical sign yourpet had before its cover started; oriii) an injury or illness that is caused by, relates to, or results from an injury, illness or clinical signs your pet had before it’scover started,no matter where the injury, illness or clinical signs are noticed or happen in, or on your pet’s body.3 The cost of any treatment for:i) an illness that first showed clinical signs within the first 14 days of your first policy year; or,ii) an illness which is the same as, or has the same diagnosis or clinical signs as, an illness that showed clinical signs withinthe first 14 days of your first policy year, oriii) an illness that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that showed clinicalsigns within the first 14 days of your first policy year,no matter where the illness or clinical signs are noticed or happen in, or on your pet’s body4 The cost of any treatment your pet receives more than 12 months after the date the injury happened or the illness first showedclinical signs.5 The cost of any treatment resulting from an injury or illness, if the clinical signs are the same as the clinical signs of an injuryor illness we have already paid the cost of treatment for 12 months.6 The cost of any medicines or materials prescribed or supplied to be used after the period of 12 months has finished.7 The cost of any treatment a vet normally recommends to prevent injury or illness.8 The cost of any treatment, or complications arising from treatment, that you choose to have carried out that is not directlyrelated to an injury or illness, including cosmetic dentistry.9 The cost of killing or controlling fleas, general health improvers and any treatment in connection with pregnancy or giving birth.10 The cost of any food, including food prescribed by a vet, unless it is used to dissolve existing bladder stones and crystals inurine.11 The cost of pheromone products, including DAP diffusers and Feliway.12 The cost of vaccinations, spaying and castration except the cost of treating any complications arising from these procedures.13 The cost of treating any injury or illness deliberately caused by you or anyone living with you.14 The costs of having your pet put to sleep, cremated, buried or otherwise disposed of.15 The cost of house calls unless the vet confirms that moving your pet would damage its health, regardless of your personalcircumstances.16 Extra costs for treating your pet outside usual surgery hours, unless the vet confirms an emergency consultation is necessary.17 The cost of hospitalisation and any associated veterinary treatment, unless the vet confirms it is essential that your pet ishospitalised, regardless of your personal circumstances.18 Costs resulting from an injury or illness specified as excluded on your Certificate of Insurance or generally not covered withinthese Terms and Conditions.19 The cost of surgical items that can be used more than once.20The cost of physiotherapy and treatment for a behavioural illness, unless this is carried out by a veterinary practice.21 The cost of acupuncture, homeopathy, chiropractic manipulation, hydrotherapy, osteopathy or any other complementary oralternative treatment. This includes any veterinary treatment specifically needed to carry out the particular complementary oralternative treatment.22 The cost of treatment for a behavioural illness if your pet’s behaviour is caused by you failing to provide training.23The cost of any form of housing, including cages, whether hired or purchased.24 The cost of bathing, grooming or de-matting your pet unless:– you have taken all reasonable steps to maintain your pet’s health; and– a vet confirms veterinary expertise is needed and therefore only a vet or a member of a veterinary practice can carry outthese activities,regardless of your personal circumstances.25 The cost of any treatment received outside the UK.

26 The cost of treating an illness that your pet contracted while outside the UK that it would not normally have contracted in theUK.27 The cost of dental treatment unless your pet has had its teeth checked by a vet no longer than 12 months before the onsetdate of the claim. If any treatment was recommended as a result of the check this must have been carried out.28The cost of a post mortem examination.29 The cost of transplant surgery, including pre and post operative care.30 The cost of any treatment if a claim has not been submitted within 12 months of your pet receiving treatment.Special conditions that apply to this section1 If your pet is suffering from an illness and your vet has advised treatment should be delayed, we may consider your claim if thetreatment date is outside the 12 month limit. In these cases, along with your claim form we will require you to send us a reportfrom your vet confirming the diagnosis of the illness and the reason the treatment was delayed.2 The maximum amount we will pay for the cost of treatment of each illness or injury is the maximum benefit that applies on thedate the injury happened or the date the clinical signs or the illness were first noticed.3 The period of 12 months or the maximum benefit will always start or be calculated from the date in the policy year;• the injury first happened or the clinical signs or illness were first noticed, or,• an illness with the same diagnosis or clinical signs as the illness or clinical signs that you have claimed the cost oftreatment for was first noticed,no matter how many times the same injury, illness or clinical signs are noticed or happen in, or on any part of your pet’s body.4 If a number of injuries, illnesses or clinical signs are;• diagnosed as one injury or illness; or,• they are caused by, relate to or result from another injury, illness, or clinical sign,one period of 12 months or one maximum benefit will apply to the treatment received for all the injuries, illnesses or clinicalsigns.The period of 12 months or the maximum benefit will start or be calculated from the first date in the policy year;• any of the clinical signs or any of the illnesses were noticed; or;• any of the injuries happened.5 After we have paid the cost of treatment for 12 months or the maximum benefit for an illness, injury or clinical signs underthis or any other insurance. We will not pay the cost of any more treatment for;• the same illness or injury; or;• the same clinical signs; or;• an illness or injury with the same diagnosis or clinical signs as the illness or clinical signs we have paid the limit for; or• an injury or illness that is caused by, relates to or results from an injury, illness or clinical sign that we have paid the limitfor,no matter where the clinical signs, illness or injury are noticed or happen in, or on your pet’s body.How to claimBefore your pet is treated, you must make sure that the vet is prepared to fill in our claim form and provide invoices.You must fill in a claim form and ask your vet to fill in their part.Please send us:1 your completed claim form; and2 the invoices showing the costs involved.We will not pay for the cost of this information or the cost of the vet completing the claim form.Section 2 – Third party liabilityThis section only applies to dogsCover under this section applies in the UK only.In this section, ‘you’ and ‘your’ mean you or any person looking after or handling your pet with your permission.What we will payIf property is damaged, or someone is killed, injured or falls ill as a result of an incident involving your pet during the policy year,we will pay:1 compensation and costs awarded against you by a court; and2 the legal cost and expenses for defending a claim against you.What you payThe first £250 of any compensation, costs or expenses where property has been damaged.What we will not pay1 More than the maximum benefit for each incident.2 Any costs or expenses for defending you which we have not agreed beforehand.3 Any compensation, costs and expenses resulting from an incident that takes place as a result of your profession, occupation orany business.4 Any compensation, costs and expenses resulting from an incident that takes place as a result of the profession, occupation orbusiness of anyone employed by you or works for you in any way.

5 Any compensation, costs and expenses if you are legally responsible only because of a contract you have entered into.6 Any compensation, costs and expenses if the person who is killed, injured or falls ill lives with you or is employed by you.7 Any compensation, costs and expenses if the property damaged belongs to you or any person who lives with you or isemployed by you.8 Any compensation, costs and expenses if you, or any person who lives with you, or is employed by you is responsible for orlooking after the property that is damaged.9 Any compensation costs or expenses that result from an incident if you have not followed instructions or advice given to you bythe previous owners or the re-homing organisations about the behaviour of your pet.10 Any compensation, costs and expenses if you are deemed responsible under the laws of any country other than members of theEuropean Union.11 Any compensation, costs and expenses if you are responsible for air, water or soil pollution, unless it can be proved that thepollution took place immediately after and as a result of an accident involving your pet.12 Any compensation, costs and expenses resulting from an incident that happens where you work.13 If you work from home and your pet has access to your work area, equipment or your clients, any compensation, costs andexpenses resulting from an incident that happens where you live.14 Any compensation, costs and expenses if your pet is kept or lives on premises which sells alcohol, unless there is no accessfrom the residential premises to the business premises.15 Any compensation costs or expenses that result from an incident that happens outside the UK.16 Costs resulting from any incident specified as excluded on your Certificate of Insurance or generally not covered within theseTerms and Conditions.Special conditions that apply to this section1 You must not admit responsibility, agree to pay any claim or negotiate with any other person following an incident.2 You agree to provide us with any information connected with the claim we reasonably ask for including details of your pet’shistory.3 You agree to tell us or help us find out all the circumstances of an incident that results in a claim, provide written statements andgo to court if needed.4 You must allow us to take charge of your claim and allow us to prosecute in your name for our benefit.5 You must immediately send us any writ, summons or legal documents you receive and you must never send any replies to anyof these documentsHow to claimPlease send us:1 your completed claim form; and;2 all correspondence, writs, summons or any other legal documents. You must not have answered any of these documents.We will not pay for the cost of this information.Section 3 – Death benefitsDEATH FROM INJURYThis section is only covered if you have taken out the optional Death benefitsCover under this section applies in the UK only.What we will payThe price you paid for your pet if it either dies or has to be put to sleep by a vet during the policy year as a result of an injury.If you did not pay for your pet or have no formal proof of how much you paid, we will pay the market value.What we will not pay1 More than the maximum benefit2 Any amount if your pet’s death results from:i) an injury that your pet had before its cover started or this section was added to your insurance; or,ii) an injury which is the same as, has the same diagnosis or clinical signs as an injury that your pet had before its coverstarted or this section was added to your insurance; or,iii) an injury which is caused by, relates to or results from an injury, illness or clinical sign that your pet had before it’s coverstarted or this section was added to your insurance,no matter where the injury, illness or clinical signs are noticed or happen in, or on your pet’s body.3 Any amount if the death results from an injury or illness specified as excluded on your Certificate of Insurance or generally notcovered in these Terms and Conditions.4 Any amount when the death results from an injury in any select breed aged 5 years or over or any other pet aged 8 years andover.5 Any amount if your pet dies or is put to sleep more than 12 months after the date during the policy year that the injuryhappens.6 Any amount unless a vet has put your pet to sleep as a result of an injury that cannot be treated and believes it was nothumane to keep your pet alive because it was suffering.7 Any amount if the death results from an injury that happens while your pet is outside the UK.

How to claimPlease send us:1 the death certificate from your vet;2 the pedigree certificate and receipt from when you bought your pet, where applicable and3 your completed claim form.We will not pay for the cost of this information or the cost of the vet completing the claim form.DEATH FROM ILLNESSThis section is only covered if you have taken out the optional Death benefitsCover under this section applies in the UK only.What we will payThe price you paid for your pet if it either dies or has to be put to sleep by a vet during the policy year as a result of an illness.If you did not pay for your pet or have no formal proof of how much you paid, we will pay the market value.What we will not pay1 More than the maximum benefit.2 Any amount if your pet’s death results from:i) an illness that first showed clinical signs before your pet’s cover started or before this section was added to your insurance;or,ii an illness that is the same as, or has the same diagnosis or clinical signs as an illness or clinical sign your pet had beforeits cover started or before this section was added to your insurance; or,iii an illness that is caused by, relates to or results from an illness or clinical sign your pet had before it’s cover started orbefore this section was added to your insurance,no matter where the illness or clinical signs are noticed or happen in, or on your pet’s body.3 Any amount if your pet’s death results fromi) an illness that first showed clinical signs within 14 of your pet’s cover starting or within 14 days of this section being addedto your insurance; or,ii) an illness which is the same as, or has the same diagnosis or clinical signs as an illness that first showed clinical signswithin 14 days of your pet’s cover starting or within 14 days of this section being added to your insurance; or,iii) an illness that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that first showedclinical signs within 14 days of your pet’s cover starting or within 14 days of this section being added to your insurance,no matter where the illness or clinical signs are noticed or happen in, or on your pet’s body.4 Any amount if your pet dies or is put to sleep more than 12 months after the date during the policy year the first clinical signsof the illness were noticed.5 Any amount when the death results from an illness or disease in any select breed aged 5 years or over or any other pet aged 8years and over.6 Any amount if the death results from pregnancy or giving birth.7 Any amount if the death results from an injury or illness specified as excluded on your Certificate of Insurance Animal Details orgenerally not covered within these Terms and Conditions.8 Any amount unless a vet has put your pet to sleep because of an incurable illness and believes it was not humane to keep yourpet alive because it was suffering.9 Any amount if the death results from an illness or clinical signs that are the same as an illness or clinical signs in or on anypart of your pet’s body that we have already paid the cost of treatment for 12 months under the Veterinary fees section of thisinsurance.10 Any amount if the death results from an illness that first shows clinical signs while your pet is outside the UK.How to claimPlease send us:1 the death certificate from your vet;2 the pedigree certificate and receipt from when you bought your pet, where applicable, and3 your completed claim form.We will not pay for the cost of this information or the cost of the vet completing the claim form.EUTHANASIAThis section is only covered if you have taken out the optional Death benefitsCover under this section applies in the UK only.What we will payWe will pay the cost of a vet putting your pet to sleep as resulting from:1 an illness that cannot be cured and first shows clinical signs during the policy year, or;2 an injury, that cannot be treated, that is caused by an accident which happens during the policy year.

What we will not pay1 More than the maximum benefit.2 Any amount if the cost to put your pet to sleep results from:i) an injury that happened or an illness that first showed clinical signs before your pet’s cover started or this section wasadded to your insurance; or,ii) an injury or illness that is the same as, or has the same diagnosis or clinical signs as an injury, illness or clinical sign yourpet had before its cover started or this section was added to your insurance; or,iii) an injury or illness that is caused by, relates to or results from an injury, illness or clinical sign your pet had before it’s coverstarted or this section was added to your insurance,no matter where the injury illness or clinical signs are noticed or happen in, or on your pet’s body.3 Any amount if the cost to put your pet to sleep results fromi) an illness that showed clinical signs within the first 14 days of your first policy year or within 14 days of this section beingadded to your insurance;ii) an illness which is the same as, or has the same diagnosis or clinical signs as, an illness that showed clinical signs withinthe first 14 days of your first policy year or within 14 days of this section being added to your insurance; or,iii) an illness that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that showed clinicalsigns within the first 14 days of your first policy year or within 14 days of this section being added to your insurance;no matter where the illness or clinical signs are noticed or happen in, or on your pet’s body.4 Any amount if your pet is put to sleep more than 12 months after the date during the policy year the first clinical signs of theillness or were noticed or the injury happened.5 Any amount when the cost to put your pet to sleep results from an illness or injury in any select breed aged 5 years or over orany other pet aged 8 years and over.6 Any amount if the death results from pregnancy or giving birth.7 Any amount if the cost to put your pet to sleep results from an injury or illness specified as excluded on your Certificate ofInsurance or generally not covered in these Terms and Conditions.8 Any amount if a vet believes it is humane to keep your pet alive.9 The cost of cremation, burial or disposal of your pet’s remains.10 The cost of a coffin, casket or any other container for your pet’s remains.11 Any amount if the cost to put your pet to sleep results from an injury that happens or an illness that first shows clinical signswhile your pet is outside the UK.12 The cost to put your pet to sleep while it is outside the UK.How to claimYou must fill in a claim form and ask your vet to fill in their part.Please send us:1 Your completed claim form; and2 the invoices setting out the cost of euthanasia.We will not pay for the cost of this information or the cost of the vet completing the claim form.Special conditions that apply to the Death benefits (Death from illness, Death from Injury and Euthanasia)1 The period of 12 months will always start from the date in the policy year:• the injury first happened or the first clinical signs of the illness were noticed; or,• an illness with the same diagnosis or clinical signs as the illness or clinical signs that caused your pet to be put to sleep orits death was first noticed,no matter how many times the same injury, illness or clinical signs are noticed or happen in or on any part of your pet’s body.2 If a number of injuries, illnesses or clinical signs are:• diagnosed as one injury or illness; or,• they are caused by, relate to or result from another injury, illness, or clinical sign,the period of 12 months will start from the first date in the policy year• any of the clinical signs or any of the illnesses were noticed, or;• any of the injuries happened.Section 4 – Pet TravelTRAVEL EMERGENCY VETS FEESThis section is only covered if you have taken out the optional Pet Travel benefitsCover under this section applies in the agreed countries only.What we will payThe cost of any reasonable and necessary emergency veterinary fees for treatment your pet receives in an agreed country duringyour journey for an illness or injury.

What you payFor each illness or injury that is treated during your journey and is not related to any other illness or injury treated during yourjourney you must pay the excess shown on your Certificate of Insurance Animal Details.What we will not pay1 More than the maximum benefit for all treatment received during the period of travel cover.2 The cost of any treatment resulting from:i) an injury that happened or an illness that first showed clinical signs before your pet’s cover started or this section wasadded to your insurance; or,ii) an injury or illness that is the same as, or has the same diagnosis or clinical signs as an injury, illness or clinical sign yourpet had before its cover started or before this section was added to your insurance; or,iii) an injury or illness that is caused by, relates to or results from an injury, illness or clinical sign your pet had before its coverstarted or before this section was added to your insurance,no matter where the injury, illness or clinical signs are noticed or happen in, or on your pet’s body.3 The cost of any treatment resulting from:i) an illness that showed clinical signs within the first 14 days of your first policy year or within 14 days of this section beingadded to your insurance; or,ii) an illness which is the same as, or has the same diagnosis or clinical signs as, an illness that showed clinical signs withinthe first 14 days of your first policy year or within 14 days of this section being added to your insurance; or,iii) an illness that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that showed clinicalsigns within the first 14 days of your first policy year or within 14 days of this section being added to your insurance,no matter where the illness or clinical signs are noticed or happen in, or on your pet’s body.4 The cost of any treatment a vet believes can be delayed until your pet’s return home.5 The cost of any treatment a vet normally recommends to prevent injury or illness.6 The cost of any treatment, or complications arising from treatment that you choose to have carried out that is not directlyrelated to an injury or illness, including cosmetic dentistry.7 The cost of killing and controlling fleas, general health improvers and any treatment in connection with pregnancy or givingbirth.8 The cost of any food, including food prescribed by a vet, unless it is used to dissolve existing bladder stones and crystals inurine.9 The cost of pheromone products, including DAP diffusers and Feliway.10 The cost of vaccinations, spaying and castration and the cost of treating any complications arising from these procedures.11 The cost of treating any injury or illness deliberately caused by you or anyone travelling with you.12 The cost of having your pet put to sleep, cremated, buried or otherwise disposed of.13 The cost of house calls unless the vet confirms that moving your pet would further damage its health, regardless of yourpersonal circumstances.14 Extra costs for treating your pet outside usual surgery hours, unless the vet confirms an emergency consultation is necessary.15 The cost of hospitalisation and any associated veterinary treatment, unless the vet confirms it is essential that your pet ishospitalised, regardless of your personal circumstances.16 The cost of any treatment your pet receives after the last day of your journey.17 The cost of treating an illness or injury specified as excluded on your Certificate of Insurance or generally not covered in theseTerms and Conditions.18 The cost of surgical items that can be used more than once.19 The cost of physiotherapy and treatment for a behavioural illness, unless this is carried out by a veterinary practice.20The cost of acupuncture, homeopathy, chiropractic manipulation, hydrotherapy, osteopathy or any other complementary oralternative treatment. This includes any veterinary treatment specifically needed to carry out the particular complementary oralternative treatment.21 The cost of treatment of a behavioural illness if your pet’s behaviour is caused by you failing to provide training.22 Any costs if your journey was made to get treatment abroad.23 The cost of any housing, including cages, whether hired or purchased.24 The cost of bathing, grooming or de-matting your pet unless:• you have taken all reasonable steps to maintain your pet’s health; and• a vet confirms veterinary expertise is needed and therefore only a vet or a member of the veterinary practice can carry outthese activities, regardless of your personal circumstances.25The cost of any treatment received in the UK.26 The cost of dental treatment unless your pet has had its teeth checked by a vet no longer than 12 months before the onsetdate of the claim. If any treatment was recommended as a result of the check, this must have been carried out.27 The cost of a post mortem examination.28 The cost of transplant surgery, including any pre and post operative care29 The cost of treatment if the claim has not been submitted within 12 months of your pet receiving treatment.30 More than the cost of 90 days treatment during the policy year.

How to claimBefore your pet is treated, you must make sure that the vet is prepared to fill in our claim form and provide invoices.You must fill in a claim form and ask your vet to fill in their part. We will not pay for the vet to do this.Please send us:1 your completed claim form;2 the invoices showing the costs involved; and3 your booking invoice or any other official documentation showing the dates of your journey.We will not pay for the cost of this information.TRAVEL HOLIDAY CANCELLATIONThis section is only covered if you have taken out the optional Pet Travel benefitsCover under this section applies in the agreed countries only.What we will pay1 If you have to cancel your journey because your pet is too ill to travel with you as a result of an illness or injury, we will pay;• any travel and accommodation expenses for you and your immediate family that you cannot recover.2 If your pet is injured or shows the first clinical signs of an illness during your journey and has to return home for treatmentwhich means you have to cut short your journey, we will pay;• the value of any unused travel and accommodation expenses for you and your immediate family, and;• any extra travel expenses to return your pet home.What you payThe first £50 of any claim under this section.What we will not pay1 More than the maximum benefit.2 Any amount or expenses that are a result of an injury that happens or illness first showing clinical signs 31 days or morebefore your journey.3 Any amount or expenses resulting from:i) an injury that happened or an illness that first showed clinical signs before your pet’s cover started or before this sectionwas added to your insurance; or,ii) an injury or illness that is the same as, or has the same diagnosis or clinical signs as an illness or clinical sign your pet hadbefore its cover started or before this section was added to your insurance; or,iii) an injury or illness that is caused by, relates to or results from an illness or clinical sign your pet had before its cover startedor before this section was added to your insurance,no matter where the injury, illness or clinical signs are noticed or happen in, or on your pet’s body.4 Any amount or expenses resulting from:i) an illness that showed clinical signs within the first 14 days of your first policy year or within 14 days of this section beingadded to your insurance; or,ii) an illness which is the same as, or has the same diagnosis or clinical signs as, an illness that showed clinical signs withinthe first 14 days of your first policy year or within 14 days of this section being added to your insurance; or,iii) an illness that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that showed clinicalsigns, within the first 14 days of your first policy year or within 14 days of this section being added to your insurance,no matter where the illness or clinical signs are noticed or happen in, or on your pet’s body5 Any amount unless a vet has certified your pet is too ill to travel or has to return home for treatment.6 Any amount if your journey was made to get treatment abroad.7 Any amount you can claim back from anywhere else.8 Any amount that results from an illness or injury shown as excluded on your Certificate of Insurance or generally not coveredwithin these Terms and Conditions.9 The cost of food.10 The value of any unused travel and accommodation expenses for travel and accommodation after the last day of the policyyear.How to claimPlease send us:1 your completed claim form;2 the booking invoice and cancellation invoice from the travel agent, tour operator or other holiday sales organisation; and3 receipts for your expenses if you are claiming for extra travelling expenses.The invoices must show the date of the booking, the dates of the journey, the total cost of the holiday, the date you decided tocancel or return home and any expenses you cannot recover. We will not pay for the cost of this information.TRAVEL THIRD PARTY LIABILITYThis section is only covered if you have taken out the optional Pet Travel benefitsThis section only applies to dogs.Cover under this section applies in the agreed countries only.In this section you and your mean any one travelling with you on the same journey.What we will payIf property is damaged, or someone is killed, injured or falls ill as a result of an incident involving your pet during your journey, wewill pay:

1 compensation and costs awarded against you by a court; and,2 the legal cost and expenses for defending a claim against you.What you payThe first £250 of any compensation, costs or expenses where property has been damaged.What we will not pay1 More than the maximum benefit for each incident.2 Any costs or expenses defending you which we have not agreed beforehand.3 Any compensation, costs and expenses resulting from an incident that takes place as a result of your profession, occupation orany business.4 Any compensation, costs and expenses if you are legally responsible only because of a contract you have entered into.5 Any compensation, costs and expenses if the person, who is killed, injured or falls ill is;• a member of your family; or,• travelling with you on the same journey; or,• employed by you.6 Any compensation, costs and expenses if the property damaged belongs to you, a member of your family, any person travellingwith you on the same journey or a person employed by you.7 Any compensation, costs and expenses if you, a member of your family or anyone employed by you or travelling with you onthe same journey is responsible for or looking after the property that is damaged.8 Any compensation costs or expenses that result from an incident if you have not followed instructions or advice given to you bythe previous owners or the re-homing organisation about the behaviour of your dog.9 Any compensation, costs and expenses if you are responsible under the laws of any country other than members of theEuropean Union.10 Any compensation, costs and expenses if you are responsible for air, water or soil pollution, unless it can be proved that thepollution took place immediately after and as a result of an accident involving your pet.11 Any compensation, costs and expenses resulting from an incident that happens where you work.12 Any compensation, costs and expenses if your pet is kept or lives on premises which sell alcohol, unless there is no accessfrom the residential premises to the business premises.13 Any incident that happens in the UK.14 Costs resulting from any incident specified as excluded on your Certificate of Insurance or generally not covered within theseTerms and Conditions.15 Any incident that happens after the last day of the policy year.Special conditions that apply to this section1 You must not admit responsibility, agree to pay any claim or negotiate with any other person following an incident.2 You agree to provide us with any information connected with a claim we reasonably ask for including details of your pet’shistory.3 You agree to tell us or help us find out all the circumstances of an incident that results in a claim, provide written statements andgo to court if needed.4 You must allow us to take charge of your claim and allow us to prosecute in your name for our benefit.5 You must immediately send us any writ, summons or legal documents you receive and you must never send any replies to anyof these documents.How to claimPlease send us:1 your completed claim form;2 all correspondence, writs, summons or any other legal documents. You must not have answered any of these documents; and3 your booking invoice or any other official documents to show the dates of your journey.We will not pay for the cost of this information.TRAVEL EMERGENCY REPATRIATIONThis section is only covered if you have taken out the optional Pet Travel benefitsCover under this section applies in the agreed countries only.What we will payIf your pet is injured or shows the first clinical signs of an illness during your journey and cannot travel home the same way ittravelled abroad we will pay:1 any extra costs to get your pet home; or2 the cost of accommodation for you to stay after your scheduled date of travel home until your pet is well enough to travel; or3 the cost of returning your pet’s body home or the cost of disposal in one of the agreed countries if your pet dies.

What you payThe first £50 of any claim under this section.What we will not pay1 More than the maximum benefit2 Any costs resulting from:i) an injury that happened or an illness that first showed clinical signs before your pet’s cover started or before this sectionwas added to your insurance; or,ii) an injury or illness that is the same as, or has the same diagnosis or clinical signs as an injury, illness or clinical sign yourpet had before its cover started or before this section was added to your insurance; or,iii) an injury or illness that is caused by, relates to or results from an illness or clinical sign your pet had before it’s coverstarted or before this section was added to your insurance,no matter where the injury, illness or clinical signs are noticed or happen in, or on your pet’s body.3 Any costs resulting from:i) an illness that showed clinical signs within the first 14 days of your first policy year or within 14 days of this section beingadded to your insurance; orii) an illness which is the same as, or has the same diagnosis or clinical signs as, an illness that showed clinical signs withinthe first 14 days of your first policy year or within 14 days of this section being added to your insurance; or,iii) an illness which is caused by, relates to or results from a clinical sign that was first noticed, or an illness that showedclinical signs within the first 14 days of your first policy year or within 14 days of this section being added to your insurance,no matter where the illness or clinical signs are noticed or happen in, or on your pet’s body.4 Any costs that are a result of an injury that happens or an illness first showing clinical signs before the start of your journey.5 Any costs unless a vet has certified your pet is too ill to travel home the same way it travelled abroad.6 Any costs if your journey was made to get treatment abroad.7 Any costs that can be reclaimed from anywhere else.8 More than 14 day’s accommodation costs.9 Any costs that result from an illness or injury specified as excluded on your Certificate of Insurance or generally not coveredwithin these Terms and Conditions.10 The cost of a coffin, casket or any other container for your pet’s remains.11 The cost of food.12 Any costs that are a result of an injury that happens or an illness first showing clinical signs after the last day of the policyyear.How to claimPlease send us:1 your completed claim form;2 receipts for your extra travel or accommodation costs or expenses to get your pet home or dispose of its body; and3 your booking invoice or any other official documentation showing the dates of your journey.We will not pay for the cost of this information.TRAVEL ADVERTISING AND REWARDThis section is only covered if you have taken out the optional Pet Travel benefitsCover under this section applies in the agreed countries only.What we will payIf your pet is stolen or goes missing during your journey, we will pay:1 the cost of advertising,2 the amount of the reward you have offered and paid to get your pet back; and;3 the cost of accommodation to stay and look for your pet if it has not been found or returned by the scheduled last date of yourjourney.What we will not pay1 More than the maximum benefit for the cost of all advertising and the amount of the reward.2 More than £50 for reward.3 More than 10% of the maximum benefit towards sundries to make your own posters and advertising materials.4 Any reward not supported by a signed receipt giving the full name and address of the person who found your pet.5 Any reward paid to a member of your family, any person travelling with you on the same journey, or any person employed byyou.6 Any reward paid to the person who was caring for your pet when it was lost or stolen.7 More than £30 for each day’s accommodation.

8 More than 7 day’s accommodation costs.9 Any amount unless there is some official documentation to certify the theft or loss was reported to the Police, or the ship,aircraft, train or coach operator if the loss or theft happened while you were travelling with them.10 Any amount if the cost of accommodation is at a property owned by you or your family.11 More than one claim under this section.12 Any amount if your pet is stolen or goes missing after the last day of the policy year.Special conditions that apply to this section1 You must report the loss or theft of your pet within 24 hours of discovering it missing to the Police and obtain a Police report. Ifyour pet was lost or stolen on a ship, aircraft, train or coach you must report the loss or theft to the operator and obtain areport.2 You must immediately take all reasonable steps to find or recover your pet.How to claimPlease send us:1 your completed claim form;2 invoices and receipts to show the costs involved, including the receipt for any reward you have paid; and3 your booking invoice or any other official documentation showing the dates of your journey.We will not pay for the cost of this information.TRAVEL QUARANTINE EXPENSES AND LOSS OF DOCUMENTSThis section is only covered if you have taken out the optional Pet travel benefitsCover under this section applies in the agreed countries only.What we will payIf your pet is not allowed back into the UK because of:1 an illness first showing clinical signs during your journey; or2 the failure of the micro chip, or3 the PETS certificate, Certificate for treatment against parasites or Pet passport being lost or stolen,we will pay;– the cost to keep your pet in quarantine;– the cost of getting a duplicate PETS certificate, Certificate for treatment against parasites or Pet passport;– the cost of temporary accommodation while getting the duplicate PETS certificate, Certificate for treatment againstparasites or Pet passport; and– any extra costs to travel home if the time in getting a duplicate PETS certificate, Certificate for treatment against parasitesor Pet passport has caused you to miss your scheduled travel arrangements back to your home.What you payThe first £50 of any claim under this section.What we will not pay1 More than the maximum benefit.2 Any costs resulting from:i an injury that happened or an illness that first showed clinical signs before your pet’s cover started or before this sectionwas added to your insurance; orii an injury or illness that is the same as, or has the same diagnosis or clinical signs as an illness or clinical sign your pethad before its cover started or before this section was added to your insurance; oriii an injury or illness that is caused by, relates to or results from an injury, illness or clinical sign your pet had before its coverstarted or before this section was added to your insurance,no matter where the injury illness or clinical signs are noticed or happen in, or on your pet’s body.3 Any costs resulting from:i an illness that showed clinical signs within the first 14 days of your first policy year, or within 14 days of this section beingadded to your insurance; or,ii an illness which is the same as, or has the same diagnosis or clinical signs as an illness that showed clinical signs withinthe first 14 days of your first policy year or within 14 days of this section being added to your insurance; or,iii an illness which is caused by, relates to or results from a clinical sign that was first noticed, or an illness that showedclinical signs within the first 14 days of your first policy year, or within 14 days of this section being added to yourinsurance,no matter where the illness or clinical signs are noticed or happen in, or on your pet’s body4 Any costs that are a result of an injury that happens or an illness first showing clinical signs before your journey started.5 Any costs that can be reclaimed from anywhere else.6 Any costs that result from an illness or injury shown as excluded on your Certificate of Insurance or generally not covered inthese Terms and Conditions.

7 Any costs that result from the failure of any microchip that does not meet the standards ISO 11784 or ISO 11785.8 Any costs that result from a microchip reader failing to read a microchip.9 Any costs unless there is some official documentation to certify the theft or loss of the PETS certificate, Certificate fortreatment against parasites or Pet passport was reported to the Police, or the ship, aircraft, train or coach operator if the lossor theft happened while you were travelling with them.10 Any costs that result from the PETS certificate, Certificate for treatment against parasites or Pet passport being lost orstolen while left unattended unless they are in your accommodation or the locked boot, covered luggage area or glovecompartment of a locked vehicle.11 More than 7 days temporary accommodation costs.12 Any costs if your pet is not allowed back into the UK after the last day of the policy year.Special conditions that apply to this section1 You must take all reasonable steps to make sure the PETS certificate, Certificate for treatment against parasites or Petpassport are not lost or stolen.2 You must report the loss or theft of the PETS certificate, Certificate for treatment against parasites or Pet passport within 24hours of discovering it missing to the Police and obtain a Police report. If the loss or theft occurred on a ship, aircraft, train orcoach you must report the loss to the operator and obtain a report.3 You must take all reasonable steps to find or recover the missing PETS certificate, Certificate for treatment against parasitesor Pet passport.How to claimPlease send us:1 your completed claim form;2 invoices and receipts to show the costs involved;3 the Police or Operator’s report; and4 your booking invoice or other official documents to show the dates of your journey.We will not pay for the cost of this information.Section 5 – Pet WatchKEEPSAFEThis section is only covered if you have taken out the optional Pet Watch benefitsCover under this section applies in the UK only.What we will provideMembership to KeepsafeKeepsafe provide a national 24-hour pet monitoring service. They will give you a tag with their telephone number on it so if your petgoes missing, while wearing the tag, anyone who finds your pet can call Keepsafe. Keepsafe will then tell you where your pet is.What we will not provide1 Membership to Keepsafe after the last day of the policy year.THEFT OR STRAYINGThis section is only covered if you have taken out the optional Pet Watch benefitsCover under this section applies in the UK only.What we will payThe price you paid for your pet if it is stolen or goes missing during the policy year and is not recovered or does not return.If you did not pay for your pet or have no formal proof of how much you paid, we will pay the market value.What we will not pay1 More than the maximum benefit.2 Any amount if you or the person looking after your pet has freely parted with it, even if tricked into doing so, unless anyone waslooking after or transporting your pet in return for money, goods or services.3 Any amount if your pet is stolen or goes missing while it is outside the UK.Special conditions that applies to this sectionIf your pet is found or returns, you must repay the full amount we have paid you.As soon as you discover your pet is missing you must:1 tell all vets and local rescue centres within a reasonable distance of the area where your pet was last seen, within 5 days of yourpet going missing. At least one veterinary practice must be notified;2 if your pet is a dog you must tell the police and ask for the crime reference number or written confirmation of your report.3 if your pet is a cat and it may have been stolen, you must tell the police and ask for the crime reference number or writtenconfirmation of your report; and4 if your pet has not been found within 30 days, please fill in a claim form and return it to us as soon as possible.

How to claimTo claim for theft and straying you must have advertised the loss of your pet.Please send us:1 your completed claim form; and2 the original pedigree certificate and receipt from when you bought your pet, where applicable.We will not pay for the cost of this information. Please note, if the claim is paid the original pedigree certificate and purchasereceipt will not be returned to you.ADVERTISING AND REWARDSThis section is only covered if you have taken out the optional Pet Watch benefitsCover under this section applies in the UK.What we will payIf your pet is stolen or goes missing during the policy year, we will pay:1 the cost of advertising; and,2 the reward you have offered and paid to get your pet back.What we will not pay1 More than the maximum benefit.2 More than 10% of the maximum benefit towards sundries to make your own posters and advertising material.3 Any reward that we have not agreed to before you advertised it.4 Any reward not supported by a signed receipt giving the full name and address of the person who found your pet.5 Any reward paid to a member of your family or any person living with you or employed by you.6 Any reward paid to the person who was caring for your pet when it was lost or stolen.7 The cost of any advertising or reward if your pet goes missing or it is stolen while it is outside the UK.How to claimPlease phone us on 0845 074 4406 for approval of any reward before you advertise it.Please send us:1 your completed claim form; and2 invoices and receipts to show the costs involved, including a receipt for any reward paid.We will not pay for the cost of this information.BOARDING FEESThis section is only covered if you have taken out the optional Pet Watch benefitsCover under this section applies in the UK only.What we will payThe cost of boarding your pet at a licensed kennel or cattery or £5 a day towards the cost of someone who does not live with youlooking after your pet while you are in hospital during the policy year.What we will not pay1 More than the maximum benefit.2 Any amount if you are in hospital for less than 4 days.3 Any costs resulting from you having to go into a hospital because of an injury or illness first occurring or showing symptomsbefore your pet’s cover started or before this section was added to your insurance.4 Any costs resulting from you being pregnant, giving birth or any treatment that is not related to an injury or illness.5 Any costs resulting from you having to go into a hospital for the treatment for alcoholism, drug abuse, drug addiction, attemptedsuicide or self-inflicted injuries.6 Any costs resulting from nursing home care or from convalescence care that you do not receive in a hospital.7 Any costs if you are in hospital outside the UK.How to claimPlease send us:1 your completed claim form, filled in by your doctor or consultant and where applicable by the owner of the boarding kennel orcattery; and2 an invoice from the kennel or cattery or written confirmation from the person looking after your pet.We will not pay for the cost of this information.

General exclusionsThe following exclusions apply to all sections of the policy:1 Any animal less than 6 weeks old or less than 8 weeks old, if sold by a licensed breeder.2 Dogs used for guarding, track racing or coursing or used or connected in any way with a business, occupation or profession.3 Any dog that is crossed with a Pit Bull Terrier, Dogo Argentino, Perro De Presa Canario (Dogo Canario), Japanese Tosa or a FilaBrasileiro.4 Any amount if you break the United Kingdom laws or regulations, including those relating to animal health or importation.5 Any amount if your pet is confiscated or destroyed by any government or public authorities, or under the Animals Act 1971United Kingdom because it was worrying livestock.6 Any costs caused because the Department for Environment, Food and Rural Affairs (DEFRA) have put restrictions on your pet.7 Any loss as a result of an act of force or violence for political, religious or ideological reasons, war, riot, revolution or any similarevent, including any chemical or biological terrorism.8 Any dog that must be registered under the terms of the Dangerous Dogs Act 1991 and the Dangerous Dogs (Amendment) Act1997.9 Legal expenses, fines and penalties connected with or resulting from a Criminal Court Case or an Act of Parliament.10 Any amount resulting from a disease transmitted from animals to humans.The following exclusions only apply to sections Travel emergency vets fees Travel holiday cancellation, Travel third party liability,Travel emergency repatriation, Travel advertising and reward and Travel quarantine expenses and loss of documents:11 Any pet that does not have a PETS certificate and Certificate for treatment against parasites for treatment carried outbetween 24 and 48 hours before your return to the UK, or a fully filled in Pet passport.12 Any pet that has not had a successful blood test under the terms of the Pet travel scheme (Pilot Arrangements) (England) Order1999 more than 6 months before the scheduled date to return to the UK.13 Any amount if you or your pet live outside the UK.14 Any pet that has been outside the UK or the agreed countries within six months before the start of your journey, or outside theagreed countries during your journey.15 Any dog not vaccinated against rabies, distemper, hepatitis, leptospirosis and parvovirus. And any cat not vaccinated againstrabies, feline infectious enteritis, feline leukaemia and cat flu.16 Any journey you take your pet on against a vets advice.17 Any animal less than 12 weeks old.18 Any amount if you do not follow the conditions of the Pet travel scheme (Pilot Arrangements) (England) Order 1999.19 Any costs caused because any foreign government or public authority has put restrictions on your pet.20Any amount if your pet is not brought back into the UK by a route approved by the Pet travel scheme (Pilot Arrangements)(England) Order 1999.FraudFraud increases your premium and the premiums of all policy holders. If you• provide us with false information, or• make a false or exaggerated claim with us, or• make any claim with us which involves your dishonesty,We cannot pay your claim and we may void your policy and inform the authorities.Cancellation RightsThis contract gives you a cooling off period. If after receiving your Certificate of Insurance and full policy Terms and Conditions youare not happy you have 14 days during which you can cancel the policy. In these cases we will cancel your policy from the date itstarted and you will receive a full refund of any premiums paid. Simply call the Petplan Customer Centre on 0845 071 8000 orsend written confirmation to: Petplan, Great West House (GW2), Great West Road, Brentford, Middlesex TW8 9DX.If you cancel outside the 14 day cancellation period and the premium becomes due you may not receive a refund of your premium.You may cancel your policy at any time by calling or writing to us and we may give you a refund of the money you have paid for theperiod of cover after the cancellation date. If we have paid a claim you may not receive a full return of your premium.We may cancel your policy at any time by giving you 7 days notice in writing to the last address you have given us and we will giveyou a refund of the money you have paid for the policy year after the cancellation date.

Claims ProcedureUnless you are claiming for veterinary fees, you must let us know of any circumstances which are likely to lead to a claim.For a claim form please call our Customer Centre on 0845 071 8000 or write to:PetplanGreat West House (GW2Great West RoadBrentfordMiddlesexTW8 9DXUnited KingdomAlternatively, most claim forms can be downloaded from our website www.petplan.co.uk. If you are claiming for veterinary fees,most veterinary practices will have a supply of claim forms.You must then follow the procedures set out in the section under which you are claiming.Please make sure your claim form is fully completed by you and if you are claiming for veterinary fees, your vet, as any incompleteclaim forms will be returned to you.Customer ServiceIf you have a question about your insurance please call the Customer Centre on 0845 071 8000.Alternatively write to:Petplan Customer CentreGreat West House (GW2Great West RoadBrentfordMiddlesexTW8 9DXUnited Kingdome-mail petplan.ccare@allianz.co.ukPlease contact us if you require a copy of these Terms and Conditions in large print or Braille.ComplaintsOur aim is to get it right, first time, every time. If we make a mistake we will try to put it right promptly. We will always confirm toyou the receipt of your complaint within five working days and do our best to solve the problem within four weeks. If we cannot wewill let you know when an answer may be expected.If we have not sorted out the situation within eight weeks we will provide you with the information about the Financial OmbudsmanService.Please contact us at:Petplan Customer Satisfaction Manager,Great West House (GW2),Great West Road,Brentford,MiddlesexTW8 9DX,United Kingdome-mail petplan.csm@allianz.co.ukPhone 020 8580 8184Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.In all communications, please quote your certificate number.Financial Services Compensation SchemeAllianz Insurance plc is covered by the Financial Services Compensation Scheme (FSCS).You may be entitled to compensation from the FSCS if we cannot meet our liabilities. The level of protection provided by the FSCSis 100% of the first £2,000 and 90% of the remainder of the claim. Further information about compensation scheme arrangementsis available from the FSCS.Allianz Insurance plc, Registered address: 57 Ladymead, Guildford, Surrey GU1 1DB, United Kingdom.Registered in England No. 84638Allianz Insurance plc is authorised and regulated by the Financial Services Authority.Allianz Insurance plc’s FSA register number is 121849.This can be checked by visiting the FSA website www.fsa.gov.uk/register/ or by contacting them on 0845 606 1234.

Pet Plan Ltd, Great West House (GW2), Great West RoadBrentford, Middlesex TW8 9DX T: 020 8580 8080 F: 020 8580 8007www.petplan.co.ukPet Plan Ltd - Registered Office: 57 Ladymead, Guildford, Surrey GU1 1DB. Registered in England No 84638.6716/4