Lifelong Classic

SECTION 4 - GENERAL CONDITIONS AND EXCLUSIONS
D. CONTRACT OF INSURANCE
7. Cancellation
You have 14 days from the start date to review your policy. If you are not happy with the policy simply return the policy and Certificate of Insurance to us requesting that your cover be cancelled. We will then cancel your policy and refund any premium paid, provided no claims have been made. Thereafter, you may cancel the policy at any time by notifying us in writing however no refund of premiums will be payable.

SECTION 5 - MAKING A CLAIM
Before making any claim please check your policy and Certificate of Insurance to see if you are covered. Please remember that any costs relating to the completion of claim forms must be paid by you.
A. VETERINARY FEES:
Step 1 Ring the Helpline
As soon as your pet shows any signs of an injury, illness or distress, we suggest you telephone the Helpline any time of the day or night on 0845 121 2431. Please make sure that you have your policy number available when you telephone the helpline.
Special Note:
If your pet has collapsed, is unconscious or been involved in a serious accident you should consult your vet immediately and then phone our Claims Department on 020 8207 9067 as soon as possible.
Step 2 Check with your vet
Before your pet is treated, check your vet is prepared to complete a claim form and provide invoices.
Step 3 Request and Complete a Claim Form
Request a claim form from our Claims Department on 0844 543 1067. Complete your sections of the claim form and ask your vet to fill in their part. Remember you and your vet must both sign the form.
When to Claim
You should normally send us your claim form at the end of the course of treatment, or within 6 weeks of the end of the policy year if the treatment is not complete by that time.
Step 4 Return the Claim Form
Return the claim form to us together with the invoices showing the costs/fees you have had to pay.
B. THIRD PARTY LIABILITY:
Step 1 Ring Our Claims Department Immediately
Ring our Claims Department on 0844 543 1067 immediately, or as soon as reasonably possible, for advice if someone is holding you responsible for an accidental injury or damage, caused by your pet. We will send you a claim form to complete.
Important: Do not accept any responsibility or respond to any letters, summons or other legal documents.
Step 2 Return the Claim Form
Return the claim form to us together with:
(a) a detailed written description of the incident; and
(b) any legal claim form, summons or other legal document you have received.
Step 3 Forward any Correspondence you Receive
Forward any letters, summonses or other legal documents you receive to us as soon as possible quoting your policy number and claim number (if known).
C. ALL OTHER CLAIMS
Step 1 Request a Claim Form
Request a claim form from our Claims Department on 0844 543 1067.
Step 2 Complete and Return the Claim Form
Complete the relevant sections of the claim form, sign and return together with:
Accidental Death
(a) the original purchase receipt when you bought your pet; and
(b) if applicable, your pets pedigree certificate.
In the absence of a purchase receipt we reserve the right to restrict your claim to our assessment of the price generally paid at the time you obtained your pet for an animal of the same age, breed and pedigree as your pet.
Theft and Straying/Finding Your Pet:
(a) the police incident or crime number (for missing dogs);
(b) the original purchase receipt when you bought your pet;
(c) if applicable, the pedigree certificate; and
(d) receipts for any advertising costs and rewards.
Your Hospitalisation and Boarding Fees:
(a) your boarding kennel or cattery receipts; and
(b) evidence from your doctor or hospital confirming your hospital stay.
Holiday Cancellation:
(a) the booking invoice and cancellation invoice from your travel agent, tour operator or holiday organiser; and
(b) the booking date, dates of the holiday, cost of the holiday, cancellation or return home date and any expenses you cannot recover.
Waiver of Premium:
(a) Disability claims - details of your doctor, and a copy of your medical certificate; or
(b) Involuntary unemployment claims - a copy of the ABI1 from the Department of Works and Pensions and details of your former employer if you were in full-time employment, or if you are self-employed confirmation from your accountant that you have involuntarily ceased trading and that the final accounts for the winding up of the business have been prepared and submitted to the HM Revenue and Customs (HMRC)..
Overseas Extension of Cover:
(a) a receipt endorsed with the address and telephone number of the veterinary surgery who provided the treatment; and
(b) other relevant receipts and documents to support your claim.

SECTION 4 - GENERAL CONDITIONS AND EXCLUSIONS
B. OUR RIGHTS AND RESPONSIBILITIES
2. When you claim, if you have other insurance under which you can claim, we will only pay our share of the claim.

£50/60/70
However, when the pet reaches 8 years of age and cover continues, the excess quoted will be replaced with a new excess of 50% of the treatment costs subject to the minimum excess applicable, per claim.

SECTION 3 - YOUR INSURANCE COVER
A. VETERINARY FEES
What we will pay
We will reimburse you the cost of any treatment your pet has received for a condition(s) during the policy year, up to the maximum benefit.
What you pay - the excess
For each condition that is treated during the policy year and which is not related to any other condition treated during the same policy year you will have to pay the excess.
What you are covered for:
1. vet fees incurred treating the condition (including injuries caused by fire, lightning and poisoning);
2. any alternative medicine your vet recommends;
3. any complementary treatment your vet recommends up to £750 per policy year;
4. the cost of having your pet put to sleep (euthanasia) if recommended by or agreed with your vet;
5. up to 25% of the cost of a clinical diet for your pet for a maximum treatment period of 6 months per condition, provided it is recommended by your vet for a treatable condition other than for obesity/weight loss;
6. the cost of dental treatment to relieve suffering due to illness, provided your pet has been insured under this policy for at least 2 years, no dental treatment has been recommended during this time and there is a history of regular routine check ups; and
7. the cost of dental treatment as a result of an accidental injury.
We will not pay for:
1. any treatment your pet has received outside the policy year;
2. the excess;
3. more than the maximum benefit in any policy year;
4. Classic cover - more than £1,000 per condition per policy year, or Vital cover - more than £500 per condition per policy year;
5. any excluded condition stated on your Certificate of Insurance;
6. any pre-existing condition or any subsequent condition related to any pre-existing condition;
7. the cost of any treatment for any illness or poisoning which occurs or shows clinical symptoms within 28 days of the start date;
8. any routine and preventative treatments, cosmetic dentistry, cosmetic surgery, cleaning and descaling of teeth, spaying, castration, routine removal of dew claws, flea and mite control, round worm and tapeworm treatments, grooming and nail clipping or any complications arising from these treatments;
9. preventative vaccinations or any complications arising from these;
10. dental treatment to relieve suffering due to illness, unless the pet has been insured under this policy for at least 2 years, no dental treatment has been recommended during this time and there is a history of regular routine check ups;
11. any treatment of retained testes if your pet is over 16 weeks of age at the start date;
12. the treatment of deciduous teeth if your pet is over 16 weeks of age at the start date;
13. any treatment related to pregnancy, giving birth or breeding and any complications thereof;
14. house calls, premium rate out of hours calls, or ambulance fees unless your vet confirms these were essential for your pets health;
15. treating any injury or illness deliberately caused by you or anyone living with you;
16 treating any injury or illness that is preventable by vaccination and you failed to vaccinate;
17. any fees for treatment where a claim for such fees can be made against another party;
18. claims directly or indirectly resulting from your pet being involved in a fight where your pet has a history of treatment following fighting;
19. any treatment following a fight between two or more of your pets, or where one of your pets attacks the other;
20. any treatment where another owners pet has injured your pet and the treatment costs can be recovered from the other pets owner;
21. any fees charged by your vet for completing claim forms;
22. travelling expenses;
23. the cost of any post mortem, cremation, burial or disposal of your pet;
24. any post operative or convalescent treatment which could reasonably be provided in your home; or
25. any transplants, artificial limbs and any associated treatment.

SECTION 3 - YOUR INSURANCE COVER
A. VETERINARY FEES
What we will pay
We will reimburse you the cost of any treatment your pet has received for a condition(s) during the policy year, up to the maximum benefit.
What you pay the excess
For each condition that is treated during the period of insurance and which is not related to any other condition treated during the same policy year you will have to pay the excess.
What you are covered for:
6. the cost of dental treatment to relieve suffering due to illness, provided your pet has been insured under this policy for at least 2 years, no dental treatment has been recommended during this time and there is a history of regular routine check ups; and
7. the cost of dental treatment as a result of an accidental injury.
We will not pay for:
1. any treatment your pet has received outside the policy year;
2. the excess;
3. more than the maximum benefit in any policy year;;
8. any routine and preventative treatments, cosmetic dentistry, cleaning and descaling of teeth, spaying, castration, routine removal of dew claws, flea and mite control, round worm and tapeworm treatments, grooming and nail clipping or any complications arising from these treatments;
10. dental treatment to relieve suffering due to illness, unless the pet has been insured under this policy for at least 2 years, no dental treatment has been recommended during this time and there is a history of regular routine check ups;
12. the treatment of deciduous teeth if your pet is over 16 weeks of age at the start date;

SECTION 3 - YOUR INSURANCE COVER
A. VETERINARY FEES
What we will pay
We will reimburse you the cost of any treatment your pet has received for a condition(s) during the policy year, up to the maximum benefit.
What you pay the excess
For each condition that is treated during the policy year and which is not related to any other condition treated during the same policy year you will have to pay the excess.
What you are covered for:
5. up to 25% of the cost of a clinical diet for your pet for a maximum treatment period of 6 months per condition, provided it is recommended by your vet for a treatable condition other than for obesity/weight loss; We will not pay for:
1. any treatment your pet has received outside the policy year;
2. the excess;
3. more than the maximum benefit in any policy year;
5. any excluded condition stated on your Certificate of Insurance;
6. any pre-existing condition or any subsequent condition related to any pre-existing condition;

SECTION 3 - YOUR INSURANCE COVER
A. VETERINARY FEES
What we will pay
We will reimburse you the cost of any treatment your pet has received for a condition(s) during the policy year, up to the maximum benefit.
What you pay the excess
For each condition that is treated during the policy year and which is not related to any other condition treated during the same period of insurance you will have to pay the excess.
What you are covered for:
2. any alternative medicine your vet recommends;
3. any complementary treatment your vet recommends up to £750 per policy year;
We will not pay for:
1. any treatment your pet has received outside the policy year;
2. the excess;
3. more than the maximum benefit in any policy year;
4. Classic cover - more than £1,000 per condition per policy year, or Vital cover - more than £500 per condition per policy year;
5. any excluded condition stated on your Certificate of Insurance;
6. any pre-existing condition or any subsequent condition related to any pre-existing condition;
7. the cost of any treatment for any illness or poisoning which occurs or shows clinical symptoms within 28 days of the start date;
8. any routine and preventative treatments, cosmetic dentistry, cosmetic surgery, cleaning and descaling of teeth, spaying, castration, routine removal of dew claws, flea and mite control, round worm and tapeworm treatments, grooming and nail clipping or any complications arising from these treatments;
9. preventative vaccinations or any complications arising from these;
10. dental treatment to relieve suffering due to illness, unless the pet has been insured under this policy for at least 2 years, no dental treatment has been recommended during this time and there is a history of regular routine check ups;
11. any treatment of retained testes if your pet is over 16 weeks of age at the start date;
12. the treatment of deciduous teeth if your pet is over 16 weeks of age at the start date;
13. any treatment related to pregnancy, giving birth or breeding and any complications thereof;
14. house calls, premium rate out of hours calls, or ambulance fees unless your vet confirms these were essential for your pets health;
15. treating any injury or illness deliberately caused by you or anyone living with you;
16 treating any injury or illness that is preventable by vaccination and you failed to vaccinate;
17. any fees for treatment where a claim for such fees can be made against another party;
18. claims directly or indirectly resulting from your pet being involved in a fight where your pet has a history of treatment following fighting;
19. any treatment following a fight between two or more of your pets, or where one of your pets attacks the other;
20. any treatment where another owners pet has injured your pet and the treatment costs can be recovered from the other pets owner;
21. any fees charged by your vet for completing claim forms;
22. travelling expenses;
23. the cost of any post mortem, cremation, burial or disposal of your pet;
24. any post operative or convalescent treatment which could reasonably be provided in your home; or
25. any transplants, artificial limbs and any associated treatment.

SECTION 3 - YOUR INSURANCE COVER
A. VETERINARY FEES
What we will pay
We will reimburse you the cost of any treatment your pet has received for a condition(s) during the policy year, up to the maximum benefit.
What you pay - the excess
For each condition that is treated during the policy year and which is not related to any other condition treated during the same policy year you will have to pay the excess.
What you are covered for:
1. vet fees incurred treating the condition (including injuries caused by fire, lightning and poisoning);
2. any alternative medicine your vet recommends;
3. any complementary treatment your vet recommends up to £750 per policy year;
We will not pay for:
1. any treatment your pet has received outside the policy year;
2. the excess;
3. more than the maximum benefit in any policy year;
4. Classic cover - more than £1,000 per condition per policy year, or Vital cover - more than £500 per condition per policy year;
5. any excluded condition stated on your Certificate of Insurance;
6. any pre-existing condition or any subsequent condition related to any pre-existing condition;
7. the cost of any treatment for any illness or poisoning which occurs or shows clinical symptoms within 28 days of the start date;
8. any routine and preventative treatments, cosmetic dentistry, cosmetic surgery, cleaning and descaling of teeth, spaying, castration, routine removal of dew claws, flea and mite control, round worm and tapeworm treatments, grooming and nail clipping or any complications arising from these treatments;
9. preventative vaccinations or any complications arising from these;
10. dental treatment to relieve suffering due to illness, unless the pet has been insured under this policy for at least 2 years, no dental treatment has been recommended during this time and there is a history of regular routine check ups;
11. any treatment of retained testes if your pet is over 16 weeks of age at the start date;
12. the treatment of deciduous teeth if your pet is over 16 weeks of age at the start date;
13. any treatment related to pregnancy, giving birth or breeding and any complications thereof;
14. house calls, premium rate out of hours calls, or ambulance fees unless your vet confirms these were essential for your pets health;
15. treating any injury or illness deliberately caused by you or anyone living with you;
16 treating any injury or illness that is preventable by vaccination and you failed to vaccinate;
17. any fees for treatment where a claim for such fees can be made against another party;
18. claims directly or indirectly resulting from your pet being involved in a fight where your pet has a history of treatment following fighting;
19. any treatment following a fight between two or more of your pets, or where one of your pets attacks the other;
20. any treatment where another owners pet has injured your pet and the treatment costs can be recovered from the other pets owner;
21. any fees charged by your vet for completing claim forms;
22. travelling expenses;
23. the cost of any post mortem, cremation, burial or disposal of your pet;
24. any post operative or convalescent treatment which could reasonably be provided in your home; or
25. any transplants, artificial limbs and any associated treatment.

SECTION 3 - YOUR INSURANCE COVER
A. VETERINARY FEES
What we will pay
We will reimburse you the cost of any treatment your pet has received for a condition(s) during the policy year, up to the maximum benefit.
What you pay - the excess
For each condition that is treated during the policy year and which is not related to any other condition treated during the same policy year you will have to pay the excess.
What you are covered for:
1. vet fees incurred treating the condition (including injuries caused by fire, lightning and poisoning);
2. any alternative medicine your vet recommends;
3. any complementary treatment your vet recommends up to £750 per policy year;
We will not pay for:
1. any treatment your pet has received outside the policy year;
2. the excess;
3. more than the maximum benefit in any policy year;
4. Classic cover - more than £1,000 per condition per policy year, or Vital cover - more than £500 per condition per policy year;
5. any excluded condition stated on your Certificate of Insurance;
6. any pre-existing condition or any subsequent condition related to any pre-existing condition;
7. the cost of any treatment for any illness or poisoning which occurs or shows clinical symptoms within 28 days of the start date;
8. any routine and preventative treatments, cosmetic dentistry, cosmetic surgery, cleaning and descaling of teeth, spaying, castration, routine removal of dew claws, flea and mite control, round worm and tapeworm treatments, grooming and nail clipping or any complications arising from these treatments;
9. preventative vaccinations or any complications arising from these;
10. dental treatment to relieve suffering due to illness, unless the pet has been insured under this policy for at least 2 years, no dental treatment has been recommended during this time and there is a history of regular routine check ups;
11. any treatment of retained testes if your pet is over 16 weeks of age at the start date;
12. the treatment of deciduous teeth if your pet is over 16 weeks of age at the start date;
13. any treatment related to pregnancy, giving birth or breeding and any complications thereof;
14. house calls, premium rate out of hours calls, or ambulance fees unless your vet confirms these were essential for your pets health;
15. treating any injury or illness deliberately caused by you or anyone living with you;
16 treating any injury or illness that is preventable by vaccination and you failed to vaccinate;
17. any fees for treatment where a claim for such fees can be made against another party;
18. claims directly or indirectly resulting from your pet being involved in a fight where your pet has a history of treatment following fighting;
19. any treatment following a fight between two or more of your pets, or where one of your pets attacks the other;
20. any treatment where another owners pet has injured your pet and the treatment costs can be recovered from the other pets owner;
21. any fees charged by your vet for completing claim forms;
22. travelling expenses;
23. the cost of any post mortem, cremation, burial or disposal of your pet;
24. any post operative or convalescent treatment which could reasonably be provided in your home; or
25. any transplants, artificial limbs and any associated treatment.

SECTION 3 - YOUR INSURANCE COVER
A. VETERINARY FEES
What we will pay
We will reimburse you the cost of any treatment your pet has received for a condition(s) during the policy year, up to the maximum benefit.
What you pay the excess
For each condition that is treated during the policy year and which is not related to any other condition treated during the same policy year you will have to pay the excess.
What you are covered for:
4. the cost of having your pet put to sleep (euthanasia) if recommended by or agreed with your vet;
We will not pay for:
1. any treatment your pet has received outside the policy year ;
2. the excess;
3. more than the maximum benefit in any policy year;
21. the cost of any post mortem, cremation, burial or disposal of your pet;

9 years.
Cover for most dogs starts from eight weeks up to their eighth birthday . For certain breeds of dogs insurance can start from 8 weeks up to their 5th birthday .

9 years.
Cover for most dogs starts from eight weeks up to their eighth birthday . For certain breeds of dogs insurance can start from 8 weeks up to their 5th birthday .

SECTION 3 - YOUR INSURANCE COVER
B. ACCIDENTAL DEATH
What we will pay
We will reimburse you the price you paid for your pet up to the maximum benefit, if it dies during the policy year following an accidental injury.
We will pay this benefit in addition to any treatment costs already paid to treat your pet for the accidental injury.
If you did not buy your pet or have no formal proof of payment, we will pay you the price generally paid at the time you obtained your pet for an animal of the same age, breed and pedigree, up to the maximum benefit.
We will not pay this benefit:
1. if your pet dies as a result of an illness; or
2. if your pet dies as a result of poisoning first occurring or showing clinical symptoms within 28 days of the start date.

SECTION 3 - YOUR INSURANCE COVER
D. FINDING YOUR PET
What we will pay
We will reimburse you for any local advertising expenses, rewards and other costs you have had to pay to help recover your pet after it is stolen or strays during the policy year, up to the maximum benefit.
We will not
1. reimburse your costs if the method of finding your pet is unreasonable;
2. pay if your pet is stolen or strays within 14 days of the start date; and
3. pay any reward not supported by a signed receipt giving the name, address and telephone number of the person who found and returned your pet to you.

SECTION 3 - YOUR INSURANCE COVER
D. FINDING YOUR PET
What we will pay
We will reimburse you for any local advertising expenses, rewards and other costs you have had to pay to help recover your pet after it is stolen or strays during the policy year, up to the maximum benefit.
We will not
1. reimburse your costs if the method of finding your pet is unreasonable;
2. pay if your pet is stolen or strays within 14 days of the start date; and
3. pay any reward not supported by a signed receipt giving the name, address and telephone number of the person who found and returned your pet to you.

SECTION 3 - YOUR INSURANCE COVER
C. THEFT AND STRAYING
What we will pay
We will reimburse you the price you paid for your pet up to the maximum benefit, if during the policy year your pet is stolen or strays and is not recovered within 30 days.
If you did not pay for your pet or have no formal proof of payment, we will pay you the price generally paid at the time you obtained your pet for an animal of the same age, breed and pedigree, up to the maximum benefit.
What you need to do
As soon as you find out your pet is missing, you must tell all vets within a reasonable distance of where your pet was last seen. If your animal is a dog you must also tell the police and ask for an incident or crime number when reporting your loss. If your pet is found after we have paid you, you must repay us all the money you received. We may take legal action to recover the money if you fail to repay us.
We will not pay this benefit:
1. if your pet is stolen or strays within 14 days of the start date.

SECTION 3 - YOUR INSURANCE COVER
E. YOUR HOSPITALISATION AND BOARDING FEES
What we will pay
We will reimburse you kennel or cattery fees you have had to pay up to the maximum benefit, if during the policy year:
1. you are ill or injured and have to spend more than 48 hours in hospital; and
2. your pet stays in a licensed kennel or cattery while you are hospitalised.
Alternatively, if you ask someone who is not living with you to look after your pet while you are in hospital, we will pay a daily rate of £4, subject to the maximum benefit.
We will not pay any costs resulting from:
1. your hospitalisation for alcoholism, drug abuse, attempted suicide or self-inflicted injuries; or
2. your hospitalisation for an illness or accidental injury first occurring or showing symptoms before the start date; r
3. an illness first occurring or showing clinical signs within 14 days of the start date.

SECTION 3 - YOUR INSURANCE COVER
F. HOLIDAY CANCELLATION
What we will pay
We will reimburse you up to the maximum benefit, if during the policy year you cancel your holiday less than 7 days before you were due to leave or come home early, because your pet goes missing while you are away or your vet advises your pet needs life-saving treatment.
We will not pay:
1. costs for anyone else who was on holiday with you;
2. if you cancel your holiday or come home early because your pet needs treatment which is not life-saving;
3. if you cancel your holiday or come home early because your pet needs treatment arising from an illness first occurring or showing clinical signs before the start date or first occurring or showing clinical signs within 14 days of the start date;
4. if you booked your holiday less than 28 days before you were due to leave; or
5. if you can claim these expenses back from any other source e.g. travel insurance.

Our policy provides access to a 24/7 helpline called Petcall
Whenever you are worried about your dog, you can speak to a qualified Vet Nurse who will listen to your concerns and provide an immediate source of expert advice, any time of the day or night.
Petcall is a service that's included with your policy. Calling them immediately offers you peace of mind with the knowledge that your dog is directed to the most appropriate level of care. Calling for advice could help you avoid incurring the cost of the policy excess

SECTION 3 - YOUR INSURANCE COVER
I. OVERSEAS EXTENSION OF COVER
What we will pay
We will reimburse you the cost of any treatment your pet has received in any country included in the Pet Travel Scheme (PETS) (England) Order 1999 (as amended, supplemented or re-enacted) or the Republic of Ireland during the policy year, subject to the maximum benefit.
You are covered for a maximum of 90 days in any policy year whilst in the Republic of Ireland or any of the countries included in the PETS.
We will not pay for:
1. any costs associated with complying with the requirements of the PETS;
2. claims arising outside the designated PETS countries, the United Kingdom, the Channel Islands, the Isle of Man and the Republic of Ireland;
3. any claims for treatment not supported by a receipt endorsed with the address and telephone number of the veterinary surgery providing treatment;
4. any claim for third party liability outside the United Kingdom, Northern Ireland, the Isle of Man or the Channel Islands.

SECTION 3 - YOUR INSURANCE COVER
E. YOUR HOSPITALISATION AND BOARDING FEES
What we will pay
We will reimburse you kennel or cattery fees you have had to pay up to the maximum benefit, if during the period of insurance:
1. you are ill or injured and have to spend more than 48 hours in hospital; and
2. your pet stays in a licensed kennel or cattery while you are hospitalised.
Alternatively, if you ask someone who is not living with you to look after your pet while you are in hospital, we will pay a daily rate of £4, subject to the maximum benefit.
We will not pay any costs resulting from:
1. your pregnancy or giving birth;
2. your hospitalisation for alcoholism, drug abuse, attempted suicide or self-inflicted injuries; or
3. your hospitalisation for an illness or accidental injury first occurring or showing symptoms before the start date; or
4. an illness first occurring or showing clinical signs within 14 days of the start date.

SECTION 3 - YOUR INSURANCE COVER
H. WAIVER OF PREMIUM
What we will pay
We will during the policy year pay your premium for each complete 30 day period you are unable to work as a result of an accidental injury, illness or involuntary unemployment.
We will not pay:
1. more than 6 premiums per accidental injury, illness or period of involuntary unemployment;
2. if your accidental injury, illness or involuntary unemployment first occurs during the first 30 days from the start date;
3. if your inability to work results from a condition or any complication directly attributable to that condition or any symptoms related to that condition you had before you took out the policy;
4. if you are under 18 years or over 65 years of age;
5. if you were working for less than 16 hours per week at the start of your policy year; or
6. if you were aware of impending unemployment when you took out the policy.