Document of Insurance. Keep me safe. Pet Insurance

Transcription

1 Documet of Isurace Keep me safe Pet Isurace

2 Welcome to LV= We re delighted you ve chose us Thaks for buyig a LV= isurace policy. We re really pleased that you ve chose us for your pet isurace ad we re cofidet you ll be happy with the cover ad service you receive. This booklet cotais everythig you eed to kow about your isurace ad how to cotact us. So make sure you keep it safe with your pet isurace schedule. Exceptioal service Our claims service goes the extra mile committed to doig the right thig for you, we ll aim to settle claims quickly ad efficietly, eve i the most difficult circumstaces. Should you ever eed to make a claim, just customerqueries@bdml.co.uk for a claim form or call our friedly UK call cetre o We hope you ll be a LV= customer for may years to come. Demads ad eeds statemet This product meets the demads ad eeds of someoe wishig to isure agaist uexpected veteriary costs for their pet. There is more tha oe level of cover available ad what you have selected will be show o your schedule. Liverpool Victoria Isurace Compay Limited (LV=) has ot provided you with ay advice or recommedatios as to whether this product meets your specific isurace requiremets. You should review your isurace requiremets o a regular basis. 1 DOCUMENT OF INSURANCE PET

3 Your isurace at a glace This is oly a summary; you should read the rest of this policy for the full terms ad coditios. Your policy ad how it works The purpose of ay isurace is to provide cover for the uexpected. Pet isurace does t cover all situatios. Please read this documet of pet isurace, Schedule ad Statemet of fact as oe documet. This is your cotract of isurace with us. I retur for your premium we ll give you isurace cover as set out i this booklet accordig to the policy type ad period of cover show o your schedule. Your policy is uderwritte by Liverpool Victoria Isurace Compay Limited ad admiistered by BDML Coect Limited (Registered No ) ad Ultimate Isurace Solutios (Registered No ). What types of pet policies do you offer? We offer two types of policy, Lifetime ad Time limited. There is more iformatio o these uder Policy types withi the Importat iformatio sectio. Ca I chage the type of policy I have? Your pet s health is importat ad we wat you to choose the right isurace for you ad your pet. You ca chage your policy to aother LV= policy at ay time but differet policy limits may apply to ay o-goig coditios, or coditios which you have t see your vet about yet. See the sectio Chagig your policy for more iformatio. Vet fees Is my pet s coditio covered? If your pet has already suffered from ay coditio, illess or ijury that started before this policy or withi the waitig period (also kow as a exclusio period), this will ot be covered uder this isurace as this is called a pre-existig coditio. Please read the sectio Pre-existig coditios for more iformatio. If your pet suffers from ay ew coditio, illess or ijury, this will oly be covered if it is ot liked or related to a pre-existig coditio. Please read the sectio Related, recurrig, o-goig ad bilateral coditios. Need to make a claim? Please us or give us a call if you eed to make a claim. Our cotact details are o the ext page ad also o the back cover. If you have just started a ew policy, or chaged your policy from a Time limited to a Lifetime policy, a waitig period will apply (a exclusio period). Please read the sectio o Geeral exclusios for more iformatio. To make a claim you will eed to: sed us a fully completed claim form siged by you ad your vet sed us the full medical history of your pet which your vet ca provide provide a itemised ivoice of all the treatmet ad costs you are claimig for sed i the purchase receipt of your pet if you are claimig for the amout you paid followig the loss of your pet If you eed to make a claim there may be a excess you eed to pay towards each claim for each coditio, illess or ijury. There are differet excesses for each sectio ad some sectios do t have a excess. For dogs aged 8 ad cats aged 10 years old you will DOCUMENT OF INSURANCE PET 2

4 also eed to make a cotributio of 20% of each claim. There is more iformatio o how this works for each type of policy i the sectio Excesses. There may be parts of a claim that wo t be covered. For example: blood tests wormig ad flea treatmet food Some blood tests ad special dietary food may be covered ad this is explaied i more detail i Sectio 1: Veteriary fees. Please read the Geeral coditios ad Geeral exclusios sectios as well as the iformatio withi each sectio you are claimig for eg Sectio 1: Veteriary fees. Useful telephoe umbers To make a claim (Mo-Fri 8am-6pm, Sat 9am-2pm) or us customerqueries@bdml.co.uk Follow these simple steps: 1. Call or us as soo as possible. 2. Please have your policy umber ad iformatio about the claim ready whe you call. Customer services (Mo-Fri 8am-8pm, Sat 9am-5pm) Vet search (Mo to Fri 8am-6pm, Sat 9am-2pm) For help if you eed to fid a vet i the UK. Pet bereavemet / illess cousellig (24 hours a day, 365 days a year) A cofidetial ad professioal service providig you with someoe to talk to if your pet is ill, goes missig or dies. Legal advice (24 hours a day, 365 days a year) Lawyers are available to provide advice ad explai legal issues relatig to your pet. How to make a complait (Mo-Fri 8am-8pm, Sat 9am-5pm) If you wish to make a complait, please cotact us by phoe, or write to us. Our address is i the sectio How to make a complait 3 DOCUMENT OF INSURANCE PET

5 Cotets Page Welcome to LV= 1 Your isurace at a glace 2 Useful telephoe umbers 3 Summary of policy limits 5 Defiitios 6 Makig a claim 8 Authorisatio for claims costs before you icur them 8 Importat iformatio 9 Policy types 9 Pre-existig coditios 9 Related, recurrig, ogoig ad bilateral coditios 9 Excesses 10 Chagig your policy 11 Chagig your policy type 11 Chagig to aother policy with a differet vet fees limit 12 Takig your pet abroad 13 Your reewal 13 Isurace premiums 14 Vets ad your pet isurace policy 14 Cacellatio ad trasferrig your policy to aother perso 15 How to make a complait ad what happes if we ca t meet our liabilities 16 Geeral coditios 17 Geeral exclusios 18 Sectio 1: Veteriary fees 20 Sectio 2: Liability to other people for ijury ad property damage 23 Sectio 3: Death of your pet from illess 24 Sectio 4: Death of your pet from a accidet 25 Sectio 5: Advertisig ad reward 26 Sectio 6: Loss of your pet from theft or strayig 27 Sectio 7: Boardig or pet midig fees 28 Sectio 8: Holiday cacellatio 29 Sectio 9: Accidetal damage to third party property 31 Sectio 10: Additioal overseas cover 31 Part A Quaratie costs 31 Part B Replacemet pet passport 31 Part C Repeat tapeworm treatmet 32 Part D Additioal trasport ad accommodatio costs 32 How we use your persoal iformatio 34 DOCUMENT OF INSURANCE PET 4

6 Summary of policy limits This is oly a summary; you should read the rest of this policy for the full terms ad coditios. Your pet isurace schedule will show you the policy limits ad which oes apply to your policy. Sectio of cover Time limited policies Lifetime policies Page Veteriary fees 12 moths of cover for each coditio, from the start of each coditio, up to the limit show o your schedule - Detal cover Accidetal ijury ad milk teeth removal oly - Complemetary therapy Additioal sessios must be approved 5 sessios covered. Additioal sessios must be approved by us Up to the limit show o your schedule to cover all coditios i each 12 moth policy period. If aual checkups & prevetative treatmet are udertake 10 sessios covered. Additioal sessios must be approved by us - Behavioural treatmet No cover Icluded withi the vet fees limit show o your schedule Liability to other people for ijury ad property damage (dogs oly) Up to 2 millio per policy 23 Death from illess Purchase price up to 1,500 For dogs up to 9 years old ad cats up to 11 years old Death from accidet Purchase price up to 1, Advertisig ad reward Loss of pet from theft or strayig Up to 1,500 icludig a maximum 500 reward Purchase price up to 1, Boardig or pet midig fees Up to 1, Holiday cacellatio 1,500 3, DOCUMENT OF INSURANCE PET

7 Sectio of cover Time limited policies Lifetime policies Page Accidetal damage to third party property No cover Up to 750 (cover oly applies to 10k lifetime policy) Additioal overseas cover 31 Quaratie costs Replacemet pet passport Up to 1,500 per policy period Up to 250 per policy period Up to 2,000 per policy period Up to 500 per policy period Repeat tapeworm treatmet Up to 1,000 per policy period 32 Additioal trasport ad accommodatio costs Defiitios Up to 750 Up to Some words or phrases have a special meaig i the policy. These are show below i alphabetical order. Wheever these words or phrases appear i bold i this documet, or if they appear o your schedule, their meaig is below: Alterative medicie Behavioural treatmet Commercial purposes Complemetary therapy Illess Ijury Nomiee Herbal or homoeopathic medicie recommeded by your vet ad prescribed by a suitably qualified vet i a period of isurace. Treatmet or therapy recommeded by a vet because of a metal or emotioal disorder ot caused by a lack of traiig or socialisatio ad that could t have bee preveted by traiig ad/or socialisatio, which is provided by a vet or Certified Cliical Aimal Behaviourist or member of the Associatio of Pet Behaviour Cousellors (APBC) or member of the Caie ad Felie Behaviour Associatio (CFBA) i a period of isurace. Usig your pet for guard, security, racig or breedig with the itetio to sell or for moetary gai. Acupucture, hydrotherapy, osteopathy, physiotherapy or chiropractic therapy where both the therapy ad the suitably qualified therapist has bee recommeded by your vet. Sickess, disease, defect, abormality or chage i your pet s ormal healthy state or bodily fuctios but ot behavioural, metal or emotioal problems. Physical bodily damage or trauma to your pet as a result of oe sudde ad uexpected exteral evet. A perso chose by you to deal with adjustmets, reewals ad queries o your policy o your behalf but who caot make a claim. DOCUMENT OF INSURANCE PET 6

8 Period of isurace Pet The period of cover for which the premium has bee paid ad for which the isured pet is covered. This is the period show o your isurace schedule. The cat or dog amed o your policy schedule. Pet Travel Scheme The Govermet scheme allowig you to take your pet abroad to certai specified coutries ad re-eter the UK without the eed for your pet to go ito quaratie as log as you meet the criteria of the scheme (see for more iformatio). Policy period Policy wordig A period of 12 cosecutive moths begiig o the start date or the reewal date of the isurace as show o your isurace schedule. The terms ad coditios withi the Documet of Isurace. Pre-existig coditio Ay illess, ijury, behavioural problem or vicious tedecy, or ay sigs of illess, ijury, behavioural problem or vicious tedecy that occurred or existed i ay form before the start date of the policy; ad Ay illess, ijury, behavioural problem that was previously covered by a policy with us ad had reached either the moetary limit or time limit that applied to that coditio; ad ay illess, ijury or behavioural problems or ay sigs of illess or behavioural problems that occur withi the waitig period. Related coditio(s) Treatmet Trip UK Vet A illess or ijury that affects more tha oe part of your pet s body, or occurs more tha oce, or that your pet is proe or susceptible to (see the Related, recurrig, ogoig ad bilateral coditios sectio for more iformatio). Necessary cosultatios, examiatios, advice, tests, x-rays, drugs, medicatio, surgery, ursig or care, that is provided by or give uder the istructio of a vet i a period of isurace. A holiday you take with your pet to a qualifyig listed coutry icluded i the Pet Travel Scheme that starts ad eds i the UK. Eglad, Scotlad, Wales, Norther Irelad, the Chael Islads ad the Isle of Ma. A qualified veteriary surgeo registered with the Royal College of Veteriary Surgeos to practise i the UK, or registered to practise i the coutry i which treatmet is received if this is outside of the UK. Vicious tedecies Shows aggressio towards aother perso or aimal Waitig period the first 14 days immediately followig the start date of the policy for ay illess or behavioural problems or ay sigs of illess or behavioural problems; ad the first 48 hours followig the start of the policy for ay ijury. We, our, us You, your Liverpool Victoria Isurace Compay Limited, ad where used, its appoited agets. The perso amed o the pet isurace schedule who is the ower ad legally resposible for the pet. 7 DOCUMENT OF INSURANCE PET

9 Makig a claim (Mo-Fri 8am-6pm, Sat 9am-2pm) You ca us at customerqueries@bdml.co.uk or call the above umber as soo as possible. Please have your policy umber ad iformatio about the claim ready whe you call. Importat: you must call us if you are aware of ay circumstaces that could result i a liability or accidetal damage claim eve if you thik the third party is ulikely to claim agaist you. you must call the appropriate authority, welfare ad rescue cetres if your pet goes missig. Next steps We ll settle your claim accordig to the cover you have as described i this policy, oce we have all the iformatio ad documeted evidece we eed to support your claim. For veteriary fee claims we ll eed the followig: a claim form fully completed ad siged by you ad your vet. a fully itemised ivoice (or fully itemised receipt) for the treatmet you re claimig for. your pet s cliical history; we must have the full lifetime medical history for your pet from all the veteriary practices you have atteded with your pet. Please ote: Ay iformatio we eed to cosider the settlemet of a claim will be at your expese, icludig ay traslatio that may be required (eg if your pet receives vet treatmet abroad). Ay paperwork from your vet must be o the veteriary practice headed paper detailig the practice address, VAT registratio umber, directors (where applicable) ad siged by the vet. We strogly recommed that you do ot allow your vet to complete ad the sed your claim form o to us, but that you review all the iformatio they are providig (ad take a copy for your records). Make sure you re happy with it before you sed it to us, as ay discrepacies will delay ad may prevet paymet of your claim. Please sed your claim form ad the ecessary iformatio to: LV= Pet Claims Departmet, The Coect Cetre, Kigsto Crescet, Portsmouth, PO2 8QL. If your vet is happy for us to pay them directly, we ca do this; however you must pay your vet ay amout that is ot covered by your policy. Authorisatio for claims costs before you icur them If the claim is higher tha 1,000, we may be able to give you a idicatio of whether a procedure will be covered, but we will ever cofirm verbally if a claim will be paid, util we have received all the paperwork to fully assess the claim. We will oly be able to tell you if a claim will be covered whe we have all your pet s previous medical history ad full details of the claim i writig. DOCUMENT OF INSURANCE PET 8

10 Importat Iformatio Policy types There are two types of policies we offer. Our Lifetime policies will cover all coditios i a policy period. The policy limit show o your schedule is the total amout to cover all coditios i that policy period, as log as they are ot pre-existig or liked to a pre-existig coditio your pet may have had. Our Time limited policies will oly cover a coditio up to the policy limit show o your schedule for a maximum of 12 moths, eve if it occurs agai a few years later. As soo as either the moetary limit or time limit has bee reached all cover for that coditio stops ad there is o more cover available for that coditio. This coditio will the be kow as a pre-existig coditio. Noe of our policies cover a pre-existig coditio or ay coditios that are related or liked to them (see the ext sectios o Pre-existig coditios ad Related, recurrig, o-goig ad bilateral coditios for more iformatio). Pre-existig coditios A pre-existig coditio is a illess, ijury or behavioural problem, or vicious tedecies that occurred or existed i ay form:- before the start of the policy. that was previously covered by a policy with us ad had reached either the moetary limit or time limit that applied to that coditio. durig the waitig period. Related, recurrig, ogoig ad bilateral coditios Related illesses ad/or ijuries iclude coditios that are likely to be recurrig, ogoig or affect a part of the body that forms a pair eg kees, feet, shoulders, eyes, ears. A related illess that affects more tha oe part of the body will be treated as oe coditio. Related coditios are treated as oe coditio ad this icludes paymet of the veteriary fees excess. This is the way the policy works rather tha it ecessarily beig scietific fact, so your vet may state that coditios are ot techically related but your policy terms requires us to treat them i this way. Below are just a few example scearios: if your pet suffers damage to a right kee ligamet ad some years later suffers damage to a left kee ligamet, these will be cosidered to be the same illess or ijury if your pet has a growth o its back ad later gets the same type of growth o its leg these will be treated as the same illess. (Note that if your vet is uable to cofirm if the growths are the same type we will cosider them to be for the purposes of this policy) if your pet suffers from recurrig ear ifectios (i either or both ears) these will be treated as oe related coditio 9 DOCUMENT OF INSURANCE PET

11 if your pet suffers from recurrig ski problems they will all be treated as oe illess Beefit limits are applied from the start of a coditio, so if a illess recurs or occurs i a differet part of the body at a later date, the start of the treatmet will be take as the date the pet first visited a vet for the illess. This will be doe regardless of how much time has passed betwee the origial visit ad the recurrece of the coditio or the start of the coditio i aother part of your pet s body. This meas if you have a Time limited policy: you wo t have ay cover for a recurrece of a illess or ijury if it happes more tha 12 moths after a vet first saw your pet for the illess or ijury; the amout already paid for a illess or ijury will cout towards the maximum beefit limit; the beefit limit that will apply will be the oe that applied to the period of isurace whe the coditio first started; you wo t have to pay aother excess. Excesses The excess is the amout you must pay towards a claim before we ll make ay paymet. There are differet excesses for each sectio ad some do t have a excess. The amouts that apply are show o your isurace schedule. Vet fee excesses There are three types of excess that apply to claims uder the vet fees sectio. These are fixed, volutary ad variable excesses. Fixed excesses This is the stadard policy excess for vet fee claims. The fixed excess will be applied oce per coditio o a Time limited policy. If the claim is less tha the excess the ay further claim will have the remaider of the excess deducted. O a Lifetime policy the fixed excess will be applied oce per coditio for each policy year. So if a claim is submitted i the followig policy year or the treatmet dates spa the reewal date the a fixed excess will be deducted agai. Volutary excesses This is a excess that is selected by you to reduce your premium whe you started your policy. This will be show o your Schedule. The volutary excess will be deducted i additio to the fixed excess ad is applied i the same way. Variable excesses A variable excess is the percetage you must cotribute to each claim o a Lifetime policy. The amout of the cotributio you must pay towards the claim is calculated as 20% of the balace left of the claim after the fixed ad volutary excesses have bee deducted. This oly applies from the day your dog reaches 8 years of age, or your cat reaches 10 years of age. DOCUMENT OF INSURANCE PET 10

12 Here is a example if your dog is 9 years old (your excesses may differ from the example) You have 1,000 Vet fee You pay 75 fixed stadard policy excess You pay 125 volutary excess you chose 800 is ow left after the excess You pay the variable excess 20% of the balace 20% x 800 = 160) LV= pays 80% of the balace (80% x 800 = 640) Ijury ad property damage liability excesses This is a fixed excess ad applies to both Time limited ad Lifetime policies whe there is a ijury to aother pet or third party property damage claim. The table i your schedule will show the amout of excess you would eed to pay. Accidetal damage excesses This is also a fixed excess ad oly applies to Lifetime policies that have this level of cover. The table i your schedule will show if this sectio applies ad the excess that you would eed to pay. Chagig your policy Whe makig chages to your policy the premium may go up or dow, however, the lowest amout we will refud is 5. So we will ot refud you ay amout that is less tha 5. Chagig your policy type Oce you have a policy with us you ca chage your cover from a Time limited to Lifetime policy or from a Lifetime to Time limited policy at ay time. See the differeces betwee these policies i the Policy types sectio. If you chage your policy from a Time limited to a Lifetime policy a waitig period will apply. If your pet has ay o-goig treatmet of a illess or ijury, we ca cotiue to provide cover for the cost but oly up to the time ad moetary limits of the Time limited policy. Oce the policy limit has bee reached there is o more cover available for this coditio. This coditio is the treated as a pre-existig coditio. Importat if you have chaged to aother type of policy the policy limits that apply will be show A example o your ew schedule that will apply to ew coditios or o your Time limited schedule for ay o-goig treatmet of a illess or ijury (this may be your ew or previous schedule). Your dog has had diabetes for 2 years ad last year you chaged your policy. Your dog has ow bee diagosed with cherry eye. Here is a example showig how chagig the policy type ca affect what policy limits will apply to each of these coditios. Chagig a Lifetime policy to a Time limited policy. Your dog s diabetes will ot be covered aymore as the coditio started more tha 12 moths ago ad will be treated as a pre-existig coditio. Ay treatmet for 11 DOCUMENT OF INSURANCE PET

13 cherry eye will be covered for 12 moths from the first date of treatmet up to the policy limit show o your schedule. Chagig a Time limited policy to a Lifetime policy. As your dog s diabetes started more tha 12 moths ago it is a pre-existig coditio ad cover o this coditio stopped 12 moths ago. There will be o more cover available for your dog s diabetes. The treatmet for cherry eye will be covered for each policy year that your pet eeds treatmet as log as you stay isured with us o a lifetime policy. Chagig to aother policy with a differet vet fees limit You ca chage your policy to aother Time limited or Lifetime policy that has either a higher or lower vet fees limit at ay time. If you chage your policy from a Time limited to a Lifetime policy a waitig period will apply. We ca cotiue to provide cover for the cost of o-goig treatmet of a illess or ijury, but oly up to the lower policy limits ad coditios. Importat if you have chaged to aother policy with a higher vet fees limit your ew schedule will oly show the policy limits that apply to ew coditios. The vet fees limit for ay o-goig treatmet of a illess or ijury show o your previous schedule will ot icrease. Here is a example for Time limited policies Your dog has had diabetes for 2 years ad was diagosed with arthritis 5 moths ago which has cost 1,600 i vet fees. Your dog has ow had a accidet. Here is a example showig how chagig the policy type ca affect what policy limits will apply to each of these coditios. If you chose a policy with a lower vet fees limit. You had a 2,500 Time limited policy ad chaged to a 1,500 vet fees limit policy. Diabetes Arthritis Accidet There is still o cover available as cover eded 12 moths after the date of the first treatmet. This coditio is ow treated as a preexistig coditio. As you chaged your policy the balace of your vet fees is ow ot available as the claims have already cost more tha your ew vet fees policy limit of 1,500. Your ew policy vet fees limit will apply ( 1,500) for up to 12 moths of treatmet. If you chose a policy with a higher vet fees limit. You had a 1,500 Time limited policy ad chaged to a 2,500 vet fees limit policy. Diabetes Arthritis Accidet There is still o cover available as cover eded 12 moths after the date of the first treatmet. This coditio is ow treated as a preexistig coditio. - There is o cover available as the fees limit had bee reached o your previous policy. This coditio is ow treated as a pre-existig coditio. Your ew policy vet fees limit will apply ( 2,500) for up to 12 moths of treatmet DOCUMENT OF INSURANCE PET 12

14 Here is a example for Lifetime policies Your dog has had both diabetes ad a cataract operatio which have curretly cost 4,600 i vet fees i the curret policy year. Your dog has ow igested a foreig body ad eeds surgery that will cost 1,200. Here is a example showig how chagig the policy type ca affect what policy limits will apply to each of these coditios. If you chose a policy with a lower vet fees limit. You had a 5,000 Lifetime policy ad chaged to a 3,000 vet fees limit policy oe moth ago. As your curret claims have exceeded your ew lower vet fees limit o further costs will be paid i this policy year. The policy limit for ay ew claims for the diabetes or cataracts i the ext policy year will be 3,000. This policy limit will also iclude ay ew claims for ay other o-goig coditios that are ot treated as a pre-existig coditio. If you chose a policy with a higher vet fees limit. You had a 5,000 Lifetime policy ad chaged to a 10,000 vet fees limit policy oe moth ago. As your curret claims have ot reached your lower vet fees limit yet there is a balace of 400 that ca be put towards the surgery your dog ow eeds. No further costs after this will be paid this policy year. The policy limit for ay ew claims for the diabetes or cataracts i the ext policy year will still be 5,000. The higher policy limit of 10,000 will iclude those claims for the diabetes ad the cataracts i additio to ay ew claims. Takig your pet abroad Your pet policy provides the same level of cover i the Pet Travel Scheme listed coutries as i the UK with o limit o the trip legth. You must comply with all the regulatios ad requiremets of the scheme that apply to the UK ad the coutry you are travellig through or visitig. Your policy also provides additioal overseas cover ad this is covered i sectio 10 of this booklet. There is o cover for liability for o EU listed coutries. The iformatio about the Pet Travel Scheme ca be foud at Your reewal As pets get older the likelihood of them becomig ill ad eedig treatmet icreases, so premium icreases ca be quite sigificat especially if there has bee a claim. Excesses, beefits ad other policy terms ad coditios may also be chaged at the reewal date of the isurace, but if we do make ay chages these will be clearly highlighted to you. We ll sed you a reewal ivitatio aroud three weeks before your reewal date. This will show your reewal premium ad ay chages to your cover. If you pay your premium by mothly direct debit your schedule ad reewal documets will be set to you with the reewal ivitatio. If you decide you do ot wat to cotiue with your policy you must cotact us ad cacel your direct debit with your bak. Alteratively if you pay or would like to pay aually by debit or credit card please call us before your reewal date to cotiue with your cover. We will the sed you your reewal documets icludig the schedule uless we have already set them. If you reew but the decide to cacel, provided you tell us before your reewal date, we ll 13 DOCUMENT OF INSURANCE PET

15 refud what you ve paid i full. If you cacel after your reewal date has passed you will be charged i lie with the cacellatio rules detailed i the cacellatio sectio below. Please remember that if your pet has suffered from ay coditio, illess or ijury or your pet has ay o-goig coditios these may ot be covered by aother isurer or if there is a gap i your isurace cover with us. We reserve the right ot to ivite reewal of your policy. If this is the case we will write to you aroud three weeks before the policy ed date explaiig the reaso. To cacel your isurace cover, please cotact us at: LV= Pet Isurace, The Coect Cetre, Kigsto Crescet, Portsmouth, PO2 8QL. Tel. o For Text Phoe please dial first. (Opeig hours: Mo-Fri 8am-8pm, Sat 8am-5pm). Isurace premiums All premiums iclude isurace premium tax (IPT) where applicable. You may also have to pay other taxes or costs, for example if your employer covers the cost of your premium it may be classed as a taxable beefit i kid. Vets ad your pet isurace policy Your pet isurace policy is a cotract betwee us ad you. It is a coditio of the policy that we ca give ay iformatio about your policy to ay vet that has treated, or is goig to treat your pet ad that ay curret or previous vet you ve used ca provide us with iformatio that we may eed (your vet may ask you for your explicit coset before they are happy to do this). Veteriary practices ca differ widely i how they are ru ad how charges are applied. To make sure we treat all our customers i a fair ad cosistet way it is importat that we receive as much iformatio as possible about the claim you re makig ad that is why, for every vet fees claim, we must have a full cliical history ad full breakdow of what charges are for. Ivoices or receipts for costs must have a ivoice or receipt umber o them issued by your vet ad be o your veteriary practice s headed paper this is for trackig purposes ad to help prevet fraud. It is your resposibility to make sure you pay for ay treatmet or therapy your pet receives. If a additioal charge is added to the cost because of late paymet of fees, we wo t pay this amout. If you re offered a discout for payig the cost of treatmet withi a certai amout of time we will oly pay the lower amout. The Royal College of Veteriary Surgeos (RCVS) registers vets to practise i the UK ad regulates their educatioal, ethical ad cliical stadards. Your vet has a resposibility to both you as their cliet ad us as the isurer of your pet. Your vet has a professioal resposibility to act i a ethical ad hoest way ad should t be asked to cofirm somethig they had o actual evidece of. The amout vets charge ca vary widely. This is ofte iflueced by the locatio of the practice ad the equipmet the veteriary practice has ivested i. It is importat to us to keep our premiums as low as we ca ad this is depedet o claim costs. The RCVS does ot regulate what vets charge; however it does state that vets treatig a aimal covered by pet isurace should charge the ormal practice fee rates ad that pet isurace should ot result i work beig carried out that does t promote the pet s welfare. DOCUMENT OF INSURANCE PET 14

16 If we see charges that are a lot higher tha we ormally see for the same procedure or treatmet by other veteriary practices, or treatmet that seems uecessary or excessive, we may challege these ad ask the vet for a explaatio. This may delay paymet of your claim. If we do t get a satisfactory explaatio from the vet we may refer to a idepedet vet for his/her opiio ad where ecessary we will report excessive charges ad treatmet to the RCVS to ivestigate through their complaits process. If you have evidece that differet charges are beig applied or uecessary treatmet is beig recommeded, please let us kow. If you have a complait about a veteriary surgeo this ca be reported to the RCVS for ivestigatio. More iformatio ca be foud at Cacellatio ad trasferrig your policy to aother perso Your cacellatio rights You ca cacel up to 14 days after the date your policy started. Whe you get your documets, if the cover does t meet your eeds; you ca cacel your isurace by tellig us. If you do this withi 14 days from the start date or from the day you receive your documets (whichever is later), we ll refud ay moey you ve paid, withi 30 days of you tellig us that you d like to cacel. More tha 14 days after the date your policy started After the iitial 14 day period, if you ve ot made a claim, we ll refud ay moey you ve paid, less a charge for the cover you ve had. If you ve made a claim, we will refud ay moey for each whole moth left util the policy reewal date. Trasferrig your policy to aother perso You ca t trasfer your policy to ay other perso. A perso who is t amed o the schedule for this policy has o rights uder the Cotracts (Rights of Third Parties) Act 1999 to eforce ay of its terms. If you wish to pass owership of your pet oto someoe else ad wat the pet to have cotiuous isurace cover with us, you must otify us before the policy is cacelled or cover lapses ad we may arrage for a ew policy to be take out i the ame of the ew ower. Our right to cacel We ll cacel your isurace by givig you seve days otice if: you do t pay the premium whe we have otified you that the outstadig amout is required by a specific date; you or ayoe else covered by this isurace has ot met the terms ad coditios i this documet of pet isurace icludig ay show o your schedule; a chage i your circumstaces meas that we ca o loger provide cover; we idetify misrepresetatio or fraud or ay attempt to gai a advatage uder this isurace to which you re ot etitled; we idetify your ivolvemet i or associatio with isurace fraud ad/or fiacial crime; you behave i a maer that makes it iappropriate for us to cotiue your isurace eg if you harass or show abusive or threateig behaviour towards our staff. 15 DOCUMENT OF INSURANCE PET

17 Our cacellatio otice will cofirm the reaso for cacellatio ad be posted ad/or ed to you. Your isurace will ed immediately the seve days otice rus out. But if you ve just take out a policy or reewed with us ad the premium is upaid, we ll cacel your isurace from the start/reewal date. We ll refud the balace for the remaiig period of cover uless we ve idetified fraud. If a claim has bee made, we ll cacel your cover but we may ot refud ay premium. How to make a complait If you wish to make a complait, please cotact us by phoe o , for Text Phoe please dial first. If you prefer to write, please address your letter to: LV= Pet Isurace ad sed it to; The Coect Cetre, Kigsto Crescet, Portsmouth PO2 8QL or our address Complaits@ultimateservices.co.uk. Please quote your policy umber i all correspodece. For more iformatio, please visit the complaits sectio o our website: A copy of our iteral complaits procedure is available o request. If we ca t resolve your complait, you may refer your complait to the Fiacial Ombudsma Service withi 6 moths of receivig our fial respose letter. The address is: Fiacial Ombudsma Service, Exchage Tower, Lodo E14 9SR. For more iformatio please visit Telephoe: (free for people phoig from a fixed lie, for example, a ladlie at home) or (free for mobile-phoe users who pay a mothly charge for calls to umbers startig with 01 or 02) or complait.ifo@fiacialombudsma.org.uk. Makig a complait will ot affect your right to take legal actio. What happes if we ca t meet our liabilities? If we ca t meet our liabilities, you may be able to claim from the Fiacial Services Compesatio Scheme (FSCS). There are differet levels of compesatio depedig o what kid of isurace you have: o-compulsory isurace, such as pet isurace, 90% of the claim is covered compulsory isurace, such as third party motor Isurace, 100% of the claim is covered You ca get further iformatio from: Fiacial Services Compesatio Scheme, 10th Floor Beaufort House, 15 St Botolph Street, Lodo, EC3A 7QU. Phoe or equiries@fscs.org.uk. DOCUMENT OF INSURANCE PET 16

18 Geeral coditios these apply to the whole of your policy We ca oly pay claims if you meet the followig coditios. 1. You are the ower of the pet, your mai home is i the UK ad your pet is amed o the isurace schedule. 2. Your pet was eight weeks or older o the policy start date. 3. Your pet was see by a vet i the 12 moth period immediately before the start date of the policy. 4. You cotact us withi 12 moths of a evet, icidet, ijury or illess that could result i a claim ad sed us all claim iformatio withi 12 moths of ay treatmet you wat to claim for. 5. You provide all the evidece we ask for i order for us to fully assess ay claim, at your ow cost. 6. You look after ad provide proper care ad attetio to your pet at all times ad pay to have ay treatmet ormally recommeded by a vet to prevet illess, ijury or disease. 7. You iform us of ay other isurace that may (or may ot) cover the claim you are makig. 8. You comply with all the requiremets of the Pet Travel Scheme if you take your pet o a trip. 9. Your pet is ot beig used for ay commercial (icludig sellig or breedig), guard, security or racig purposes. You accept that we have the right to do the followig ad/or that we ll act i the followig ways. 10. We wo t make ay paymet for a claim (other tha for legal liability claims) if we receive coflictig iformatio. It is your resposibility to make sure all supportig iformatio provided i respect of a claim is correct, complete ad accurate before we receive it. 11. Your claims will be assessed uder the terms ad coditios ad limits of the policy that was i force whe a coditio or evet first occurred. However if you have chaged your policy to a policy with a lower vet fees limit the the terms ad coditios ad limits of the policy with the lower vet fee limit will apply. 12. If you, your vet or ayoe represetig you: provides us with misleadig or icorrect iformatio to ay of the questios asked whe applyig for, amedig or reewig this isurace; deliberately misleads us to obtai cover, gai a cheaper premium or more favourable terms; We may: provides us with false documets; makes a fraudulet paymet by bak accout ad/or card; agree with you to amed your policy to record the correct Iformatio, apply ay relevat policy terms ad coditios ad collect ay additioal premium due icludig ay admiistratio costs; 17 DOCUMENT OF INSURANCE PET

19 reject a claim or reduce the amout of paymet we make; cacel or void your policy (treat it as if it ever existed), icludig all other policies which you have with us, ad apply a cacellatio charge. Where fraud is idetified, we ll also: ot retur ay premium paid by you; recover from you costs we ve icurred: ad pass details to fraud prevetio ad law eforcemet agecies who may access ad use this iformatio. 13. If you or ayoe represetig you: We may: makes a claim or part of ay claim that is fraudulet, false or exaggerated; reject the claim or reduce the amout of paymet we make; cacel your policy from the date of the fraudulet act ad ot retur ay premium paid; recover from you ay costs we ve icurred relatig to the fraudulet claim ad ay further claims otified after the date of the fraudulet act; pass details to fraud prevetio ad law eforcemet agecies who may access ad use this iformatio. Other isurers may also access this iformatio. 14. You agree that your curret ad/or previous vet(s) may release all iformatio or records to us regardig your pet ad that we may release ay iformatio relatig to your pet isurace policy to ay vet who has either treated, or is about to treat your pet. 15. If there is a disagreemet betwee your vet ad us, a idepedet vet mutually agreed upo by both sides will be appoited ad act as arbiter, whose decisio both you ad we must keep to. 16. You agree that we may take over ay claim ad deal with it i your ame. 17. If ay loss, damage or liability is covered by this isurace ad is also covered by ay other isurace, we ll oly pay our share. 18. We may deduct ay moey you owe from ay claim if we ve ot received the premium for the period of isurace i which the pet first shows sigs of a illess or ijury, or has ay treatmet. Geeral exclusios We wo t cover you for ay claim that is caused by or i ay way related to ay of the followig. 1. Ay illess, ijury or chages i your pet s ormal healthy state, its bodily fuctios or behaviour (or vicious tedecies) that your pet shows sigs of before the start date of your policy. 2. Ay illess or behavioural problem, or ay sigs of a illess or behavioural problem that occurs i the first 14 days immediately followig the start date of the policy. 3. Ay ijury that happes i the first 48 hours immediately followig the start date of the policy. 4. Aythig that is oticed, occurred or is treated, outside of a period of isurace. DOCUMENT OF INSURANCE PET 18

20 5. Your pet fallig uder the restrictios of the Dagerous Dogs Act 1991, the Dogs (Norther Irelad) Order 1983, Dogs (Norther Irelad) Act 1991 or ay chages to those laws. 6. Your dog sufferig from distemper, hepatitis, leptospirosis or parvovirus uless your dog is up to date with its vacciatios for these; or your cat sufferig from felie ifectious eteritis, felie iflueza ad felie leukaemia uless your cat is up to date with its vacciatios for these. 8. Ay treatmet that is ot recommeded by a vet. 9. Your pet beig outside of the UK or Pet Travel Scheme listed coutries. There is o cover for aythig that results from travel to or withi ulisted coutries. 10. Ay liability arisig outside of the UK or Pet Travel Scheme EU listed coutries. 11. Ay otifiable disease as amed i the Aimal Health Act 1981 (a example of which is rabies). 12. The itetioal slaughter, by order from ay govermet, local authority or ay perso havig jurisdictio i the matter, except i the case of humae destructio to alleviate icurable ad ihumae sufferig. 13. Ay malicious act, deliberate ijury or gross egligece caused by you, your agets, your employees, ay member of your family or ayoe you have left your pet i the care or cotrol of. 14. Your pet disturbig or ijurig livestock (icludig ijuries to your pet). 15. Ay chages to currecy rates. 16. War, civil war, terrorism (by uclear ad/or chemical ad/or biological ad/or radiological meas), rebellio or revolutio. 17. Radiatio or cotamiatio from uclear fuel or uclear waste or from the burig or explosio of uclear fuel; or from ay radioactive or cotamiatig properties of ay uclear istallatio, reactor or other uclear assembly or its compoet part. 19 DOCUMENT OF INSURANCE PET

21 Sectio 1: Veteriary fees The purpose of this sectio is to provide cover for uexpected veteriary fee costs that you have to pay to get your pet treated for illess or ijury. Please see your schedule for the policy type that applies to this sectio. Not all vet fees or costs are covered. Veteriary fees We ll pay the cost of treatmet for each coditio, illess or ijury: For Time limited policies each coditio, illess or ijury is oly covered for 12 moths. The period of cover starts from the first date of treatmet ad will fiish 12 moths later or whe the policy limit o your schedule has bee reached, whichever happes first. For Lifetime policies the policy limit o your schedule is the maximum we will pay for all coditios ad behavioural treatmet i each policy period. Detal treatmet We ll pay the cost for treatmet relatig to gum ad/or teeth: if it is due to a ijury; or to remove first milk teeth (your pet must be at least six moths old ad has bee isured with us before it was 16 weeks old). For Time limited policies For Lifetime policies the above cover limited to the above cover oly. There is o other cover available eve for tooth or gum disease. ay other detal treatmet, icludig treatmet for tooth or gum disease. Your pet must have had either a detal or a aual check-up withi the previous 12 moths ad all routie ad prevetative treatmet (icludig de-scalig ad polishig teeth) has bee doe withi 3 moths of your vet s recommedatio. Complemetary therapy We ll pay for: For Time limited policies For Lifetime policies 5 sessios. 10 sessios. For us to cosider agreeig further sessios we will eed writte cofirmatio from your vet of the improvemets this therapy has had o your pet ad that this therapy is replacig or prevetig other treatmet. oly 5 additioal sessios will be agreed each time. you must call us before you book treatmet if the treatmet is ot listed withi our defiitios of alterative medicie or complemetary therapy for us to cosider these costs. DOCUMENT OF INSURANCE PET 20

22 Behavioural treatmet We ll oly pay for: For Time limited policies For Lifetime policies o cover. treatmet or therapy of a metal or emotioal disorder which has bee recommeded by a vet behavioural equipmet or retraiig is ot covered (eg traiig aids, DVD s ad books). pheromoe products (such as DAP diffusers, Feliway) for a maximum of 3 moths ad oly if they are beig used as part of a Behaviour Modificatio Programme. All sectio 1: Veteriary fees We will pay for: aalysis, tests, biopsies or histology tests o ay lump or a part of your pet that has bee removed if this affects what treatmet your vet will give your pet or affects the diagosis. Your vet must cofirm the reaso i writig. extra charges to see a vet out of your veteriary practice s ormal opeig hours if writte cofirmatio is provided from the vet that explais why treatmet could t wait util ormal surgery hours. Otherwise we will oly pay the charges that would have applied durig ormal opeig hours. Your vet will eed to provide the charges that would have applied if your pet had bee see durig ormal opeig hours. house calls if the vet provides writte cofirmatio that this was essetial, because gettig your pet to the veteriary surgery would have seriously worseed your pet s coditio. Otherwise we will oly pay the charges that would have applied durig ormal opeig hours (ad which your vet must provide). blood tests doe before a aaesthetic, surgery or a procedure if your pet is aged six years or more. tests that are doe to check a pet s ogoig medical coditio ad/or ay impact of the medicatio they are o, or for tests beig doe to moitor a ogoig illess o more frequetly tha oce every three moths uless your vet cofirms that the results of the tests could mea a eed for a chage i treatmet ad what that chage would be. your pet to be kept at a veteriary practice (hospitalised) if the vet cofirms i writig what treatmet is beig received ad why it is ecessary for the pet to be kept at the practice i order to give this treatmet. You must pay: the excesses show o your pet isurace schedule (see the sectio Excesses for more iformatio) for each claim for each separate illess, ijury or behavioural treatmet. O the Lifetime policy the fixed plus ay volutary ad variable excesses will be deducted i each policy period for each coditio beig claimed. ay costs that are charged to you for beig referred o to, or back from, a alterative vet (eg for specialist treatmet) or for behavioural treatmet, Complemetary therapy or alterative medicie. This icludes payig for ay postage, packagig, courier or trasport costs. ay charges or admiistratio fees. 21 DOCUMENT OF INSURANCE PET

23 ay costs that as a resposible pet ower you d expect to pay, such as (but ot limited to) vacciatios, flea treatmet, wormers, ail clippig, descalig or cleaig teeth, spayig or castratio. ay form of housig, cage, basket or ay beddig. ay costs if you choose to have a post mortem. We wo t pay for: aythig i ay way related to a pre-existig coditio. ay itemised costs if the relevat iformatio eeded to assess the claim is missig. ay coditio, illess or ijury that your pet had or had sigs of that you have ot see your vet about i the waitig period. ay coditio that is related to or ca be liked to a coditio that your pet has previously suffered from before the start date of your policy. Please read the sectio o Related, recurrig, o-goig ad bilateral coditios for more iformatio. ay prevetative or routie treatmet, examiatios or tests, geeral health supplemets, bathig or de-mattig. blood tests doe before a aaesthetic, surgery or procedure if your pet is less tha six years old uless your vet provides specific evidece that suggests your pet s health may be at risk from the surgery, procedure or aaesthetic. Your vet must cofirm what the alterative treatmet would be if the blood tests did reveal such a risk. o-essetial treatmet (icludig ay cosmetic surgery or treatmet). ay food uless it is beig used istead of a alterative form of medicatio. We must be told by your vet what medicatio the food is replacig before we ca cosider payig the cost of the food. ay costs that you have to pay if you get a secod opiio from aother vet or therapist uless we have bee told the reasos for the secod opiio ad we have agreed we will pay the treatmet fees before you go. I o evet will we pay ay referral fees. tests to moitor a ogoig illess more frequetly tha oce every three moths uless your vet cofirms that the results of the tests could mea a eed for a chage i treatmet ad what that chage would be. spayig i ay circumstaces eve if it is doe to prevet or treat aother coditio. castratio i ay circumstaces eve if it is doe to prevet or treat aother coditio. ay treatmet coected with a retaied testicle(s) if your pet was over 12 weeks of age whe the cover started. ay treatmet coected with pregacy or your pet givig birth, or for ay complicatios that are caused because of these. ay costs uless the coditio or illess or ijury ad the treatmet itself both occur i a period of isurace. the cost of ay trasplat surgery (this is the surgical replacemet of a orga that is o loger fuctioig with a orga from a door that does fuctio) icludig ay pre or post-operative care or treatmet. costs that are i ay way related to your pet beig put to sleep (euthaasia), beig cremated or buried, or for disposig of your pet s remais. DOCUMENT OF INSURANCE PET 22

24 Sectio 2: Liability to other people for ijury ad property damage This sectio oly applies to dogs i the UK ad EU coutries listed i the Pet Travel Scheme. The purpose of this sectio is to provide cover for the costs ad compesatio you have to pay if you re legally resposible for damage caused by your dog to a perso or property. Note: I this sectio where we use you ad your the defiitio is exteded to iclude ay perso that is lookig after or hadlig your dog for free ad with your kowledge ad permissio. We ll cover the cost, compesatio ad expeses you have to pay if someoe is ijured, falls ill or is killed or ay damage caused by your dog that you are legally resposible for if: you tell us as soo as you re aware of a icidet that might lead to a claim uder this sectio; you do ot egotiate, pay, settle, admit or dey ay fault of you or your dog, or aswer ay letters from people who may claim agaist you or who are actig for people who may claim agaist you, without our writte permissio. For Time limited ad Lifetime policies 2 millio per policy We will oly pay for: the cost, compesatio ad expeses up to the policy limit if you are legally resposible for the ijury ad damage your dog has caused. You must pay: the excess show o your pet isurace schedule for ay claim for property damage. Property ca be aythig that is owed by someoe which icludes their pets. We wo t pay for: the cost of aythig if you are legally resposible oly because of a cotract you have etered ito. ay claim that occurs because of a deliberate act or omissio by you or a member of your family or household. loss or damage to property that is owed by, or i the cotrol of, or beig looked after by you or your family or household; ayoe who is employed by a member of your household; ayoe travellig with you o a trip; ayoe you are stayig with o a trip or who is stayig with you o a trip. ay compesatio, costs or expeses that result from your professio, busiess or employmet. ay liability covered by ay other isurace. 23 DOCUMENT OF INSURANCE PET

25 Sectio 3: Death of your pet from illess This sectio oly reimburses you if your pet dies as a result of a illess at a youg age. We ll reimburse you the amout you paid or doated if the cause is ot liked or related to a pre-existig coditio. See the sectios o pre-existig coditios ad Related, recurrig, o-goig ad bilateral coditios for more iformatio. This sectio oly applies if your dog was uder 9 years old or if your cat was uder 11 years old whe your pet died. For Time limited ad Lifetime policies show o your schedule up to a maximum of 1,500 We will oly pay: the amout you paid or doated which is show o your schedule if your pet dies or has to be put to sleep by a vet to prevet sufferig because of a illess. You must: provide evidece of the amout you paid or doated for your pet. provide writte cofirmatio if your pet was put to sleep from your vet that this was ecessary. We wo t pay if: the illess is liked to a pre-existig coditio. your dog was 9 years or older. your cat was reached 11 years or older. DOCUMENT OF INSURANCE PET 24

26 Sectio 4: Death of your pet from a accidet This sectio oly reimburses you if your pet dies as a result of a accidetal ijury. We ll reimburse you the amout you paid or doated: For Time limited ad Lifetime policies show o your schedule up to a maximum of 1,500 We will oly pay: the amout you paid or doated which is show o your schedule if your pet died or was put to sleep by a vet to prevet sufferig because of a ijury followig a accidet. You must: provide evidece of the amout you paid or doated for your pet. provide writte cofirmatio from your vet the reaso why it was ecessary to put your pet to sleep. provide a writte statemet from a idepedet witess if your pet dies at the scee of the accidet cofirmig the circumstaces of what happeed. We wo t pay if: your pet died or was put to sleep because of a pre-existig coditio. See the sectio o pre-existig coditios for more iformatio. your dog was 9 years or older uless your vet provides writte cofirmatio of the cause of death. your cat was 11 years or older uless your vet provides writte cofirmatio of the cause of death. pay if your pet died or was put to sleep more tha 12 moths after the ijury happeed. 25 DOCUMENT OF INSURANCE PET

27 Sectio 5: Advertisig ad reward This sectio oly reimburses you the costs to advertise to try ad get your pet back to you if your pet goes missig or is stole. We ll reimburse you your expeses: For Time limited ad Lifetime policies We will oly pay: up to 1,500 icludig a maximum 500 reward up to the limit show which icludes a amout for a reward. You must: call us before you icur costs; provide a receipt for a reward from the perso who foud your pet. The receipt must give the persos full ame, address, telephoe umber, the amout you have paid them ad siged by them. We wo t pay if: the reward is to: a member of your family; ayoe livig or stayig with you; ayoe employed by you; ayoe lookig after your pet; ayoe travellig with you o a trip. we have t agreed the costs before you icur them. DOCUMENT OF INSURANCE PET 26

28 Sectio 6: Loss of your pet from theft or strayig This sectio reimburses you the amout you paid for your pet if your pet goes missig ad is ot foud after 45 days. We ll reimburse you the amout you paid or doated: For Time limited ad Lifetime policies show o your schedule up to a maximum of 1,500 You must: withi two days of you oticig your dog is missig call: your local authority ad either; the welfare cetres; or relevat goverig body or orgaisatio for the coutry your pet goes missig i. (I Scotlad you must report the loss to the police). withi 10 days of you oticig your cat is missig call: local rescue cetres. be able to evidece you have cotacted the relevat authorities / rescue ad welfare cetres. pay us back the amout we have paid uder this sectio if your pet is foud after you made a claim. We wo t pay if: your pet was foud withi 45 days. 27 DOCUMENT OF INSURANCE PET

29 Sectio 7: Boardig or pet midig fees This sectio reimburses you the amout you have to pay to have your pet looked after if you have to stay i hospital for more tha four days. For Lifetime policies there is also cover uder this sectio for additioal boardig costs if you are delayed from returig from your holiday. We ll reimburse you the costs you have icurred to have your pet looked after at a liceced boardig keel, cattery or pet midig service if you or a member of your family has to stay i hospital for more tha four cosecutive days: For Time limited policies up to 1,500 For Lifetime policies up to 1,500. we ll also cover ay additioal boardig or pet midig costs if you re delayed returig home from a holiday because your pre-booked trasport is delayed or cacelled We will oly pay: for the costs that you paid for the period you or your family member are i hospital. (for lifetime policies) for the costs that you paid if you re delayed returig home from a holiday because your pre-booked trasport is delayed or cacelled. You must: provide receipts or evidece of what you have paid the boardig keel, cattery or pet midig service ad the dates for those costs. (for boardig or pet midig claims) provide writte cofirmatio from the doctor or the hospital of the dates of the hospital stay ad the coditio / symptoms that led to the stay. The dates will usually be o a medical certificate that ca be obtaied whe leavig the hospital. (for travel delay claims) provide evidece of the delay or cacellatio (icludig timescales) ad ca t claim these costs back from ay other policy, or from your carrier or ay other compay or orgaisatio resposible for the delay. We wo t pay if: you kew that it was likely you or a member of your family was goig to eed to go ito hospital o the start date of the policy. the hospital stay is ot o the advice of a doctor, specialist or cosultat. the hospital stay was for treatmet of alcoholism, drug abuse, drug addictio, attempted suicide or a self-iflicted ijury. you or a member of your family is receivig ursig home care, covalescece care or ay other care that is ot received i a hospital. (for travel delay claims) your pre-booked trasport home from holiday was re-scheduled before you left the UK. (for travel delay claims) your travel delay costs ca be claimed back from aother policy, your carrier or aother orgaisatio resposible for the delay. DOCUMENT OF INSURANCE PET 28

30 Sectio 8: Holiday Cacellatio This sectio reimburses you for your holiday costs that you have lost if you had to cacel your holiday withi seve days or cut your holiday short because your pet wet missig or eeded emergecy life savig treatmet. We ll reimburse you the costs of your holiday that you have lost ad ca t recover from aywhere else if you cut short or cacelled your holiday. For Time limited policies up to 1,500 For Lifetime policies up to 3,000 We will oly pay if: your pet is ot travellig with you ad: your pet requires emergecy lifesavig treatmet (ie treatmet without which your pet would die) while you re away or withi seve days of your scheduled travel; or your pet goes missig withi seve days of your scheduled travel; or if your pet is travellig with you ad: your pet requires emergecy lifesavig treatmet (ie treatmet without which your pet would die) while you re away or withi seve days of your scheduled travel; or your pet is too ill to travel whe you are scheduled to leave; or your pet dies withi seve days of whe you re scheduled to leave. You must: provide us with your origial holiday bookig ivoice(s) ad travel documets showig the dates ad times of travel, cacellatio ivoice(s) showig the cacellatio costs ad charges you ve icurred, as well as evidece from your vet of the reaso for cacellig or cuttig short your trip. We wo t pay: ay claim that is a result of a pre-existig coditio or a illess or ijury you were aware of before bookig your holiday or trip, or before goig o your holiday or trip. See our sectio o pre-existig coditios for more iformatio. if the eed for life savig emergecy treatmet could have bee preveted if your pet had received treatmet earlier. if your pet dies withi seve days of whe you re scheduled to leave ad your pet was ot travellig with you. if you cut short your holiday with your pet because your pet goes missig or dies while you re o a trip ot i the UK, as cover uder sectio 10 part D may apply. 29 DOCUMENT OF INSURANCE PET

31 Sectio 9: Accidetal damage to third party property your schedule will show if this cover applies to your policy This sectio covers the costs you have to pay for accidetal damage your pet causes to persoal property while visitig someoe else s home. For Time limited policies o cover For Lifetime policies up to 750 (this sectio will oly apply if show as applicable o your schedule) You must pay: the excess show o your pet isurace schedule for each claim. We wo t pay: for damage to persoal property that is owed by, or i the cotrol of, or beig looked after by: you or your family or household; ayoe employed by you or a member of your household; ayoe that has the care, cotrol or custody of your pet; ayoe you are stayig with o a trip; ayoe livig or stayig with you. for ay damage that occurs if your pet is left i a home uless a perso aged 18 or over is preset. for ay damage caused by your pet foulig, vomitig or uriatig. for ay damage to a motor vehicle or its cotets or to ay property damaged uless the property beig visited is a permaetly fixed structure (eg ot a tet, carava). if you or a member of your family or household have cover uder ay other policy uless that cover has bee used up. DOCUMENT OF INSURANCE PET 30

32 Sectio 10: Additioal overseas cover This sectio applies if your pet travels with you o a trip. Claims uder this sectio ca be i additio to claims uder sectios 1 to 9. Part A Quaratie costs We ll pay quaratie keellig costs ad costs you have to pay to obtai a replacemet pet passport or third coutry official veteriary certificate for your pet. For Time limited policies up to 1,500 i each policy period For Lifetime policies up to 2,000 i each policy period We will oly pay: if your pet s microchip fails ad the microchip met the of ISO Stadard or Aex A of ISO Stadard if your pet has to go ito quaratie because of your pet s illess if you have complied with all the relevat regulatios. if you get your pet s microchip checked ad cofirmed to be workig properly withi 30 days of your scheduled departure o a trip. up to 500 i ay policy period towards quaratie keellig costs you have to pay because you lose the EU pet passport or third coutry official veteriary certificate for your pet. We must have evidece that you had the correct documetatio whe you wet o your trip eg a photocopy of the documetatio. You must: get your pet s microchip checked ad cofirmed to be workig properly withi 30 days of your scheduled departure o a trip. We wo t pay: for ay costs as a result of a illess or ijury that your pet was sufferig from before you left the UK o a trip. ay costs for quaratie keellig that becomes ecessary because of a behavioural, metal or emotioal problem or vicious tedecies. Part B Replacemet pet passport We ll pay towards the cost of obtaiig the ecessary paperwork to allow you to re-eter the UK i each policy period: For Time limited policies up to 250 For Lifetime policies up to 500 We will oly pay if: you lose your pet s EU pet passport or third coutry official veteriary certificate durig your trip. your pet s microchip of ISO Stadard or Aex A of ISO Stadard fails. You must: get your pet s microchip checked ad cofirmed to be workig properly withi 30 days of your scheduled departure o a trip. 31 DOCUMENT OF INSURANCE PET

33 We wo t pay if: you do t report the loss of the EU pet passport or third coutry official veteriary certificate to the issuig vet withi 24 hours of discovery. You must provide evidece that this was doe. you lost the EU pet passport or third coutry official veteriary certificate before startig your trip. Part C Repeat tapeworm treatmet (applicable to dogs oly) We ll pay towards the cost you have to pay to get your pet s tapeworm treatmet doe agai because your scheduled departure back to the UK with your pet is delayed by your carrier: For Time limited ad Lifetime policies up to 1,000 We will oly pay if: the first wormig treatmet was carried out i the timescale required uder the Pet Travel Scheme. You must: pay to get the first wormig treatmet doe o your pet. We wo t pay: ay costs for ay wormig treatmet other tha what is ecessary uder the Pet Travel Scheme for your pet to re-eter the UK. if the delay is a result of aythig you have or have ot doe. Part D Additioal trasport ad accommodatio costs We ll pay towards additioal accommodatio ad trasport costs for you ad your pet o the same basis that you had previously booked, eg same class flights ad type of accommodatio: For Time limited policies up to 750 For Lifetime policies up to 1,000 We will oly pay: if your pet suffers a illess or ijury while o a trip ad is ot well eough to travel back to the UK as origially scheduled. for additioal accommodatio costs up util your pet is well eough to travel back to the UK. additioal costs for you to stay beyod your scheduled departure date up to a maximum of four days, if your pet goes missig i the three days immediately before your scheduled retur date. for additioal accommodatio costs if you lose your pet s passport ad have to miss your scheduled departure back to the UK, i order to get the ecessary replacemet paperwork. for additioal accommodatio costs if your pet s microchip of ISO Stadard or Aex A of ISO Stadard fails ad you have to miss your scheduled departure back to the UK i order to get the ecessary replacemet paperwork. DOCUMENT OF INSURANCE PET 32

34 for additioal accommodatio costs if your departure home is delayed by your carrier ad you miss your rescheduled departure because you have to get your pet s tapeworm treatmet repeated. You must pay: for the cost of gettig your pet home if your pet should die while you re o a trip. We wo t pay: for ay additioal costs for ayoe else travellig with you uless they are uder the age of 18 years ad you are the oly adult travellig with them. if your pet is ill or ijured uless you provide evidece from a vet that your pet was ot well eough to travel ad cofirmatio of the earliest date your pet was cosidered fit eough to travel. ay additioal costs if your pet goes missig ad you do t provide evidece that you otified the police ad/or relevat authorities ad/or veteriary cetres ad/or rehomig cetres withi 24 hours ad followed their advice. if your pet s passport is lost or their microchip fails ad you choose to stay overseas while you source the ecessary paperwork to allow your pet ito the UK without goig ito quaratie. We wo t pay more tha we would have had to pay if you had retured to the UK as scheduled ad your pet was put i quaratie keels while the required paperwork was completed from the UK. additioal trasport or accommodatio costs as a result of you havig to get repeat tapeworm treatmet uless we ca see evidece that it really was ot possible to have your pet treated agai ad catch the rescheduled departure. 33 DOCUMENT OF INSURANCE PET

35 How we use your iformatio Data Protectio ad Isurace Admiistratio This iformatio explais how we may use your details ad tells you about the systems we use that allow us to detect ad prevet fraudulet applicatios ad claims. The losses that we prevet help us to keep premiums dow. Liverpool Victoria Isurace Compay Limited is registered for the purpose of processig persoal data. Iformatio provided to us may be held o computer, paper file or other format, whether or ot you purchase a policy. We ll hold this iformatio for a reasoable time to esure we have a clear ad complete history of isurace equiries, applicatios, policy records ad trasactios. We ad our agets (e.g. service providers that we have agreemets with both withi ad outside the Europea Ecoomic Area) may use this iformatio (some of which may be sesitive data) to process ad admiister your isurace. It may also be used or disclosed to regulators to moitor ad eforce our compliace with ay regulatio. Occasioally, your persoal iformatio may be disclosed to selected third parties who are helpig us improve our service. If you give us your credit card, debit card or bak details we may use it to automatically reew your isurace. We ll oly do this where you say we ca. We use a secure process for all card paymets. Whe a paymet is processed we receive a uique trasactio code ad a extract of your card umber from our paymet processor, which we store as a record of the trasactio. If your details have bee obtaied through oe of our affiity associatios we may pass some of your iformatio, icludig policy details ad ogoig iformatio, to that affiity orgaisatio for membership, busiess aalysis ad other relevat purposes. If you move to a ew isurer we may cofirm certai details about your isurace to them. We ll oly do this if we re sure it s a geuie request. If we receive a request for policy iformatio by a idividual other tha you we ll check that you have give permissio to do this. We wo t use sesitive persoal data for marketig purposes. Credit Search ad Idetity check We use iformatio obtaied from credit referece agecies who will check the details supplied agaist ay database, public or otherwise. This helps us to cofirm your idetity, allows us to give you a quote ad decide which paymet optios we ca offer you, for example, payig mothly. You ll see a record of this Credit search if you request a Credit Report. No other orgaisatio who may coduct credit searches will be able to see it. If we coduct a Idetity check a record of this will be retaied by the credit referece agecies ad may be provided to other orgaisatios to assist with verificatio ad idetificatio purposes. You ll see a record of this Idetity check if you request a Credit Report. These searches wo t affect your credit record or credit ratig i ay way. You ca request your Credit Report from ay credit referece agecy. Policy discouts We provide discouts (e.g. multi-product discout) i certai circumstaces where there is more tha oe isurace held with us at the same address ad we may validate ay discouts agaist these isuraces. This could result i ayoe else livig at your address who has a isurace with us, beig made aware that someoe else at your address, icludig you, has isurace with us. Previous claims DOCUMENT OF INSURANCE PET 34

36 If asked, you must tell us about ay claim (eve if it was t your fault). Whe you tell us we ll pass iformatio about it to various databases. We may search these databases: whe you apply for isurace; if you have a claim; at reewal. We ll do this to validate your claims history or that of ay other perso or property likely to be ivolved i the isurace or claim. Fraud prevetio ad detectio We ll check your iformatio agaist a rage of registers ad ati-fraud databases for completeess ad accuracy. We may also share your iformatio with law eforcemet agecies, other orgaisatios ad public bodies. If we fid that false or iaccurate iformatio has bee give to us, or we suspect fraud, we ll take appropriate actio. If fraud is idetified, details will be passed to fraud prevetio agecies. Law eforcemet agecies may access ad use this iformatio. We ad other orgaisatios, icludig those from other coutries, may also access ad use this iformatio to prevet fraud ad moey lauderig, for example, whe: checkig details o applicatios for credit ad credit related or other facilities; maagig credit ad credit related accouts or facilities; recoverig debt; checkig details o proposals ad claims for all types of isurace; checkig details of job applicats ad employees. Please cotact us at GFC, LV=, Couty Gates, Bouremouth, BH1 2NF if you wat to receive details of the registers ad fraud prevetio agecies. Tellig you about other products ad services If you have give us permissio, your iformatio may be used by us ad other carefully selected orgaisatios to keep you iformed of other products ad services that may be of iterest to you. You may be cotacted by post, or other appropriate meas. You ca opt out at ay time by visitig our website or givig us a call. Access to the persoal iformatio we hold about you You ca ask for a copy of the persoal iformatio we hold about you by writig to the CCA Departmet, LV=, Couty Gates, Bouremouth, BH1 2NF. The law that applies to your isurace The law of Eglad ad Wales applies to your cotract with us. Commuicatios All commuicatios will be i Eglish. You ca get this ad other documets from us i Braille, large prit or audiotape by cotactig us. Calls may be recorded for traiig ad moitorig purposes. 35 DOCUMENT OF INSURANCE PET

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40 Customer Services Mo-Fri 8am-8pm, Sat 9am-5pm To make a claim Mo-Fri 8am-6pm, Sat 9am-2pm For Text Phoe: dial first. Calls may be recorded. You ca get this ad other documets from us i Braille, large prit or o audiotape by cotactig us. LV= ad Liverpool Victoria are registered trade marks of Liverpool Victoria Friedly Society Limited ad LV= ad LV= Liverpool Victoria are tradig styles of the Liverpool Victoria Group of compaies. Liverpool Victoria Isurace Compay Limited, registered i Eglad ad Wales umber is authorised by the Prudetial Regulatio Authority ad regulated by the Fiacial Coduct Authority ad the Prudetial Regulatio Authority, register umber Registered address: Couty Gates, Bouremouth BH1 2NF. Tel: /17 Pet