PAWS Plus

Claims procedures
If you are claiming for veterinary fees please follow the guidance in Section 1 - Veterinary fees.
In circumstances involving a possible claim under any other section of this insurance you should either call our claims helpline or write to us at City Plaza, Temple Row, Birmingham, B2 5AB quoting your certificate number.
Our claims helpline number is 0121 224 6733. This is available 9am to 5pm Monday to Friday. Outside these hours you can leave us a message and we will give it priority treatment.
Please note that we may wish to listen to or at times record calls to train our staff, avoid misunderstandings and ensure the accuracy of the information that we are providing. This helps us to maintain our standards of service to our customers.

General conditions
5. If you make a claim under any section of this policy, other than Section 2 - Third party liability, and there is any other insurance covering the same event under which you are entitled to payments, we will only pay our proportion of the claim. If you make a claim under Section 2 - Third party liability, we will not pay any compensation, costs or expenses if you are insured under any other liability policy, including your household insurance, unless that cover has been exhausted.

Pets under 8 years at the time of treatment    Excess
E, EC, N, NW, SE, SW, W, WC     £100
AL, B, BA, BD, BN, BR, BS, BT, CB, CM, CO, CR, CT,  £80
DA, DE, DY, EH, EN, GU, GY, HA, HP, IG, IP, KT, L, LS,
M, ME, MK, NE, NG, RG, RH, RM, S, SG, SK, SL, SM, SN,
SO, SP, SS, TN, TW, UB, WD, WV
Rest of UK Postcodes      £55

Pets 8 years or over at the time of treatment    Excess
E, EC, N, NW, SE, SW, W, WC     £100 plus 20% of the remainder of the cost of treatment
AL, B, BA, BD, BN, BR, BS, BT, CB, CM,    £80 plus 25% of the remainder of the cost of treatment
CO, CR, CT, DA, DE, DY, EH, EN, GU, GY
HA, HP, IG, IP, KT, L, LS, M, ME, MK, NE,
NG, RG, RH, RM, S, SG, SK, SL, SM, SN,
SO, SP, SS, TN, TW, UB, WD, WV
Rest of UK Postcodes      £55 plus 20% of the remainder of the cost of treatment

Section 1 - Veterinary fees
Reasonable and customary veterinary treatment carried out by a veterinary surgeon whilst your pet is abroad under the Pet Travel Scheme. This cover is provided for a maximum of one trip lasting up to 60 days during any period of insurance.

Section 1 - Veterinary fees
What we will pay
The cost of treatment for training and behavioural problems carried out by a member of a professional organisation acting under the direction of a vet.

Section 1 - Veterinary fees
What we will pay
All reasonable and customary charges for treatment of your pet by a vet or complementary treatment carried out under their direction by a member of a professional organisation up to the maximum benefit during the period of insurance.

Section 13 Repeat tick and worming treatment when travelling abroad within the EU
What we will pay for
We will reimburse you as a direct result of your departure for the United Kingdom being delayed by your carrier for reasonable fees incurred by you in getting repeat tick and worming treatment for your pet.
What we will not pay for
1.More than the maximum benefit per period of insurance
2. Any costs incurred in obtaining the initial tick and worming treatment.
3. Any costs incurred if the initial tick and worming treatment was not performed in the timescale required by the Pet Travel Scheme.
4. Any costs incurred if the tick and worming treatment was not necessary in order to comply with the Pet Travel Scheme.
5. Any costs arising from travel outside the EU
Special conditions concerning claims
You will need to send us evidence that the initial treatment was carried out within the timescales required by the Pet Travel Scheme.
You will also need to send us all relevant receipts to support expenditure.

Section 8 - Death by illness
What we will pay
The purchase price of your pet if he/shedies or has to be put to sleep by a vet as a result of an illness during the period of insurance.
If you did not pay for your pet or cannot provide evidence of the purchase price we will pay the market value instead.
What we will not pay
1. More than the maximum benefit.
2. Any amount if the death is a result of any injury or illness that first occurred or started showing clinical signs either before the insurance started or during the first 14 days of your cover.
3. Any claim resulting from an illness that your pet should have been vaccinated against.
4. Any pet over 8 years at the time of death.
5. Death caused by any excluded illness.
6. Any amount after 6 months from the date of death.
Special conditions concerning claims
You will need to send us a death certificate from your vet (we do not pay for this), or if not available a statement from an independent witness, together with any pedigree certificate and receipt for the original purchase of your pet.
In the event of the policy being cancelled following the death of the pet insured, the outstanding balance of the yearly premium due will be deducted from any claim settlement made by us.

Section 7 - Accidental death
What we will pay
The purchase price of your pet if it dies or has to be put to sleep by a vet following an accident during the period of insurance. If you did not pay for your pet or cannot provide evidence of the purchase price we will pay the market value instead.
What we will not pay
1. More than the maximum benefit.
2. Death caused by an illness or disease.
3. Any amount after 6 months from the date of death.
Special conditions concerning claims
You will need to send us a death certificate from your vet (we do not pay for this), or if not available a statement from an independent witness, together with any pedigree certificate and receipt for the original purchase of your pet.
In the event of the policy being cancelled following the death of the pet insured, the outstanding balance of the yearly premium due will be deducted from any claim settlement made by us.

Section 5 - Advertising and reward costs
What we will pay for
The cost of local advertising if your pet is lost or stolen during the period of insurance. The cost of a suitable reward to recover your pet if it is lost or stolen during the period of insurance.
What we will not pay
1. More than the maximum benefit per period of insurance.
2. Any reward paid to a person living with you.
3. Any reward that exceeds £250.
Special conditions concerning claims
You will need to send us full details of the circumstances including copies of any advertisements that you have placed and the receipts.
If you are claiming for the recovery of a reward we will also need a receipt giving us the full name and address of the person who found your pet and the amount you have paid them.

Section 5 - Advertising and reward costs
What we will pay for
The cost of local advertising if your pet is lost or stolen during the period of insurance. The cost of a suitable reward to recover your pet if it is lost or stolen during the period of insurance.
What we will not pay
1. More than the maximum benefit per period of insurance.
2. Any reward paid to a person living with you.
3. Any reward that exceeds £250.
Special conditions concerning claims
You will need to send us full details of the circumstances including copies of any advertisements that you have placed and the receipts.
If you are claiming for the recovery of a reward we will also need a receipt giving us the full name and address of the person who found your pet and the amount you have paid them.

Section 6 - Theft or straying
What we will pay for
The purchase price of your pet if it is stolen or goes missing during the period of insurance. If you did not pay for your pet or cannot provide evidence of the purchase price we will pay the market value instead.
What we will not pay
1. More than the maximum benefit.
2. Any amount until 90 days after the date of the loss.
3. Any amount after 6 months from the date of loss.
Special conditions concerning claims
If you have lost a dog you must report this to the police within 24 hours. In the case of cats you must make enquiries with local rescue centres.
You will need to send us any pedigree certificate and receipt for the original purchase of your pet.
If your pet is eventually found or returns you must repay the full amount that we have paid under this section of the insurance.
In the event of the policy being cancelled following the loss of the pet insured, the outstanding balance of the yearly premium due will be deducted from any claim settlement made by us.

Section 9 - Holiday Cancellation
What we will pay
Any travel and accommodation expenses that you cannot recover if you, or anyone normally living with you, have to cancel or cut short your holiday during the period of insurance because your pet has:
1. Gone missing while you are away; or
2. Is injured or shows the first clinical signs of any illness while you are away or up to 14 days before you leave and needs immediate life saving surgery.
What you must pay
The first £50 of any claim.
What we will not pay
1. More than the maximum benefit per period of insurance.
2. Any costs relating to a holiday booked within 28 days of departure.
3. Any costs relating to an injury or illness that is excluded.
Special conditions concerning claims
You will need to send us confirmation of the treatment signed by your vet. We will also require cancellation invoices from your travel agent, tour operator or other holiday sales organisation.
The invoices must show the dates and total cost of your holiday, the date you decided to cancel or return home and any expenses that you cannot recover.

Section 14 Emergency expenses when travelling abroad within the EU
What we will pay
Reasonable additional accommodation expenses and repatriation of you and your pet, should your pet need emergency veterinary treatment and as a result of this you miss your return travel to the United Kingdom.
Reasonable additional accommodation and transport costs incurred by you due to your pet becoming lost during a journey, whilst you try to find your pet before the due date of your return to the United Kingdom.
Reasonable additional accommodation and transport costs incurred by you, for up to 5 days, if your pet is lost or strays before the date you are due to return to the United Kingdom and you elect to remain in the country where your pet went missing in an attempt to find your pet.
Reasonable additional accommodation expenses and repatriation of you and your pet should your departure to the United Kingdom be missed as a direct result of the loss of your Pet's Health Certificate.
Reasonable additional accommodation expenses and repatriation costs of you and your pet should you be unable to get the re-scheduled departure for the United Kingdom as a direct result of having to get the tick and worm treatment repeated because your original departure for the United Kingdom was delayed by the carrier.
What we will not pay
1 The first £50 of any claim.
2 Any costs arising from travel outside the EU.
Special conditions concerning claims
You will need to send us all relevant receipts to support expenditure.

Section 4 - Daily Minding
What we will pay
The cost up to £100 per week for the reasonable cost of someone to look after your pet if you, or anyone normally living with you need to go into hospital for emergency medical treatment during the period of insurance.
What we will not pay
1. More than the maximum benefit per period of insurance.
2. Any hospitalisation that is either known or foreseeable before cover started.
3. Any payment if an immediate family member or someone who permanently resides with you is able to look after the pet.
4. Any amount that we have not previously agreed unless immediate hospital treatment is required.
Special conditions concerning claims
You will need to send us details from your doctor or the hospital that confirms the dates and length of your visit (we do not pay for them to provide this), and written confirmation from the carer that the agreed amount has been received.

Section 10 - Transportation and overnight expenses
What we will pay
The reasonable cost of travel from your home and any essential overnight expenses that you or anyone normally living with you may incur, if your usual vet recommends that your pet be seen by another vet or a specialist referral centre.
What we will not pay
1. More than the maximum benefit per period of insurance.
2. Any amount unless the treatment is covered by the veterinary fees section of your policy.
3. Costs involved in travel to another practice to which your usual vet belongs.
Special conditions concerning claims
You will need to send us receipts for your travel and from the hotel for any accommodation.

Section 11 Quarantine costs when travelling abroad within the EU
What we will pay
Quarantine kennelling costs and costs incurred in getting a new Health Certificate for your pet, should a microchip fail.
Quarantine kennelling costs should, despite compliance with all the required regulations of the Pet Travel Scheme, your pet have to go into quarantine due to illness.
What we will not pay for
1. More than the maximum benefit per period of insurance.
2. Any fees if the microchip was not checked and found to be functioning properly within 14 days of your departure on a journey.
3. Any fees arising from any condition of which you were aware before the start of the journey.
4. Any costs arising from travel outside the EU
Special conditions concerning claims
You will need to send us evidence that your pet was microchipped and that it was working before the start of the journey.
We will also need copies of all relevant receipts to support expenditure.

Section 12 Loss of Health Certificate when travelling abroad within the EU
What we will pay
The cost of a replacement Health Certificate should the original Health Certificate become lost during a journey.
What we will not pay for
1. More than the maximum benefit per period of insurance.
2. Any destruction, loss or theft that occurs prior to the start of your journey.
3. Any costs arising from travel outside the EU
Special conditions concerning claims
You will need to send us all relevant receipts to support expenditure.

Premiums are payable in 3 postcode zones
Pets under 8 years at the time of treatment    Excess
E, EC, N, NW, SE, SW, W, WC     £100
AL, B, BA, BD, BN, BR, BS, BT, CB, CM, CO, CR, CT,  £80
DA, DE, DY, EH, EN, GU, GY, HA, HP, IG, IP, KT, L, LS,
M, ME, MK, NE, NG, RG, RH, RM, S, SG, SK, SL, SM, SN,
SO, SP, SS, TN, TW, UB, WD, WV
Rest of UK Postcodes      £55

Pets 8 years or over at the time of treatment    Excess
E, EC, N, NW, SE, SW, W, WC     £100 plus 20% of the remainder of the cost of treatment
AL, B, BA, BD, BN, BR, BS, BT, CB, CM,    £80 plus 25% of the remainder of the cost of treatment
CO, CR, CT, DA, DE, DY, EH, EN, GU, GY
HA, HP, IG, IP, KT, L, LS, M, ME, MK, NE,
NG, RG, RH, RM, S, SG, SK, SL, SM, SN,
SO, SP, SS, TN, TW, UB, WD, WV
Rest of UK Postcodes      £55 plus 20% of the remainder of the cost of treatment