This is an example of our terms and conditions for our standard and super cover policies. When you take out your insurance policy with petPals we will send you your copy of these terms and conditions together with your Certificate of insurance. If you have any questions regarding these terms and conditions, please phone to speak to an advisor 0800 328 9847.

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petPals Policy Terms and Conditions

Section 1 - Table of Benefits

Section 2 - Definitions

Section 3 - Introduction

This is Your Pet insurance Policy. It contains details of cover, conditions and exclusions relating to Your Pet and is the basis on which all claims will be settled. It is validated by the issue of the certificate of insurance which must be attached to the Policy. In return for having accepted Your premium We will, in the event of injury, loss or damage happening within the Period of Insurance, provide insurance as described in the following pages and referred to on certificate of insurance. The certificate of insurance and any endorsements are all part of the Policy. The information You have supplied forms part of the contract of insurance with Us. Your Policy is evidence of that contract. To understand exactly what your insurance contract covers you need to read your Certificate of Insurance and these policy terms and conditions.

We may record phone calls to train our staff, avoid misunderstandings and give protection to the caller. This helps us to maintain the quality of our service to you. We may share information about you with other insurance companies, directly or through a number of databases. This allows us to check information you give us and also helps us to prevent fraud. We will give your information to a regulatory body if they make an official request.

Section 4 - General Conditions applies to all policies

You must comply with the following conditions to have the full protection of Your Policy. If You do not comply We may at Our option cancel the Policy or refuse to deal with Your claim or reduce the amount of any claim payment.

To the best of Your knowledge and belief that at the start of this insurance Your Pet is in good health and free from any injury or physical disability unless this has been disclosed by You, and accepted by Us.

You agree that any Vet that has treated Your Pet has Your permission to release any information that We might request concerning Your insurance. Any charge for the release of this information will be Your responsibility.

Your Policy

• Give us true and complete information about Your Pet.
• Check your Certificate of Insurance carefully when you receive it and return it to us to be corrected if you find any errors.

Premiums

• Pay your premiums in full and on time. The policy is an annual contract of insurance that can be paid monthly. If the monthly payment option is chosen, claims will only be paid on the understanding that the remaining monthly premiums for that Period of Insurance will still be collected.
• Your Pet is only covered under this policy if you pay the premium. If you pay the yearly premium in instalments and you miss an instalment you must pay the outstanding amount within 10 working days of receiving notification. If we do not receive your payment within 10 working days your insurance may be cancelled.
• You will be informed before you renew your policy of any changes to the content of your policy including any increases in the premium.
• Any communication between you and us will be sent to the address given to us at the start of your policy. It is your responsibility to inform us of any change of address.
• If any payments made in the settlement of a claim are re-issued there may be an administration charge which will be payable by you.
• Your premium may increase as Your Pet ages and may also increase or decrease if you move home and according to your claims history.
• When we offer further Periods of Insurance we may change the policy terms and conditions.
• You must be the owner of the Pet. Your cover will cease immediately if Your Pet is sold.

Taking care of your pet

• Take proper care of Your Pet. This includes taking it for regular vaccinations as recommended by your vet (distemper, infectious canine hepatitis, leptospirosis, parainfluenza and canine parvovirus for dogs and feline infectious enteritis, feline influenza and feline leukaemia for cats), which you must pay for. Homoeopathic vaccines are not acceptable.
• You must arrange for a vet to examine and treat your pet as soon as possible after it shows early signs of an injury or an illness.
• If we decide, you must take Your Pet to a vet that we choose.
• Your Pet must be in perfect health and free from injury and disease when proposed for insurance and until acceptance from us.

If you need to claim

• We will not authorise a claim over the phone. You must send us a claim form that has been completed. We will then write to you with our decision.
• To assist with the determination of what constitutes reasonable and customary fees we may seek guidance from other veterinary practices in the area, or an independent loss adjuster.
• If Your Pet has been referred to another veterinary practice or other authorised organisation you will need to contact us prior to your appointment, for authorisation.
• If you ever make a claim or give information which you know is false or dishonest we may cancel your insurance. You will then have to pay back any money we have given you under this policy.
• If any claim against you results in legal action we can take over your case and control it for as long as is necessary.
• If You make a claim 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. When making the claim you must give Us details of any other insurance Policy involved.

Cancelling your policy

• You can cancel your policy by calling or writing to us. You are entitled to a refund of the money you have paid for the Period of Insurance after the cancellation date, provided you have not made a claim in the current Period of Insurance.
• We can cancel your insurance at any time. We will give you at least 7 days’ notice before we end your cover. We will also pay back or credit you for the premiums you have paid to cover the cancelled part of the Period of Insurance (unless a claim has been paid against the premium). If we cancel your insurance, it does not affect your rights or our rights.
• Once you/we have cancelled your policy you will not be able to re-instate your policy under the previous terms. This means that if you want to reinsure with us you will have to take out a new policy with new terms.

Law Applicable

• If it is necessary for any reason connected with this policy, we can use your name:
  • In legal action;
  • To enforce judgement or order that benefits us; and
  • To make or defend a claim for damages against someone else.
• The insurance provided by this policy is only for the United Kingdom.
• This policy is governed by the laws of England, unless we have agreed otherwise with you.

What this policy covers

What is covered

Subject to the applicable policy excess, which applies to each Period of Insurance for claims for veterinary fees and/or boarding kennel/cattery fees and/or any claim for compensation or legal costs for property which has been damaged.

Standard and Super cover:

• The vet fees set out in this document;
• A payment to you if Your Pet dies;
• Payments you legally have to make to other people if Your Dog injures them or damages their property.
• A payment to you and costs if Your Pet is lost, stolen or strays;
• The cost of Your Pet staying in kennels/cattery if you have to go into hospital;
• Your costs if you have to cancel a holiday because Your Pet needs life–saving surgery.

Please refer to the Table of Benefits for the level of cover offered for each policy type.

There are certain exceptions to the cover described above, so we may not pay claims for some fees or costs. These exceptions (called exclusions) are explained in the parts of this policy to which they apply. Some cover may be restricted at inception for pets with a history of illness. Any exclusion specific to Your Pet’s policy will be listed on your Certificate of Insurance.

You, as the policyholder, have certain responsibilities towards your pet and towards us. If you don’t meet your responsibilities, we may not pay claims for some fees or costs.

Your responsibilities are explained in the ‘General Conditions’ part of this policy.

What isn’t covered

This policy never insures you for:

• Any pre-existing conditions.
• Any of the following if they arise within the first 14 days of the policy starting:
  • Veterinary fees to treat an illness or disease first occurring or showing clinical signs or symptoms.
  • The theft or straying of Your Pet
  • The death of Your Pet from illness.
• Fees for the cost of any treatment Your Pet has received after your policy has lapsed.
• Any claim that our appointed loss adjuster believes unreasonable.
• A Dog shown as a Specified Breed that is under 8 weeks or is 6 years or over when you take out the policy.
• Any other dog which is under 8 weeks or is 8 years or over when you take out the policy.
• A cat that is under 6 weeks or is 10 years or over when you take out the policy.
• Pit Bulls, American Pit Bull Terriers, Dogo Argentinos, Japanese Tosas, or a dog crossed with these breeds, Wolves or Wolf hybrids and any animal registered under the Dangerous Dogs Act 1991 and the amendment 1997 and The Dangerous Dogs (Northern Ireland) order 1991 or any subsequent amendments.
• Any claim where Your Pet is working. For example, if your pet is being used for or being trained for; showing, commercial use, guarding, security, farming, hunting, racing etc.
• Any amount if you break the United Kingdom Laws, or regulations, including but not limited to those relating to animal health or importation.
• Any costs caused because DEFRA or the Department of Agriculture, Food and Rural Development in the Republic of Ireland, have put restrictions on Your Pet.
• Any amount if Your Pet is confiscated or destroyed by the government or public authorities or under the Animals Act 1971 United Kingdom and control of Dogs Act 1986 and control of Dogs (amendment) Act 1992 Republic of Ireland because it was worrying livestock.
• Any loss as a result of an act of force or violence for political, religious or ideological reasons, war, riot, civil disturbance, revolution or any similar event.
• Any amount resulting from an illness that Your Pet contracted while outside the United Kingdom, the Isle of Man and the Channel Islands that it would not normally have contracted in the United Kingdom, the Isle of Man or the Channel Islands unless covered under the travel cover benefit.
• Any loss as a result of disease transmitted from animals to humans.
• Legal expenses, fines and penalties connected with or resulting from a Criminal Court Case or an Act of Parliament.
• Any form of illness or injury that Your Pet has had, or has shown clinical signs of when you take out this policy. In this case:
  • We may not be able to insure Your Pet or
  • We will insure it, but will not cover any costs relating to that illness or injury.
• The costs of, or compensation for, putting Your Pet to sleep under a court order or Contagious Diseases Act.
• Behavioural fees not originating directly from your own vet or fees not originating from the Association of Pet Behaviour Counsellors (APBC) or Canine and Feline Behaviour Association (CFBA). You must be referred by your vet to APBC or CFBA.
• Post mortem fees.

This policy never covers injury, illness, loss or legal responsibility which is caused directly or indirectly by:

• Radioactive contamination from using, storing or burning any nuclear fuel.
• The dangerous properties of part of or a whole explosive nuclear device.
• Pressure waves from aircraft flying faster than the speed of sound.

If there is any other insurance under which you are entitled to payments, we will only pay our share of the claim. You must tell us the name and address of the other insurance company and the applicable policy number.

Section 5 - Vet Fees

What this policy covers

What is covered

We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance for the cost of any treatment Your Pet has received for an illness or injury during the Period of Insurance.

You are covered for:

• Reasonable and customary veterinary fees arising from reasonable and customary veterinary procedures for treating the illness or injury.
• Diagnostic medical and surgical treatment facilities, procedures and fees not primarily originating within your usual veterinary practice, provided we consider such fees are reasonable and customary, and the originator’s invoice is submitted. If you are referred, for example, to human hospitals, veterinary referral practices, diagnostic imaging, hydrotherapy etc, you must advise us prior to your appointment.
• Remedial dental work as a result of an accident.
• Fees for putting Your Pet to sleep as long as it is recommended by your vet.
• Fees for any Complementary Treatment, which the vet recommends.
• Behavioural Consultations as referred by your vet to members of the APBC or CFBA only.
• Dental treatment as long as it is for noncosmetic and non-preventative dental problems.

What isn’t covered

We will not pay for:

• More than the Maximum Benefit per policy year.
• The excess as stated on your Certificate of Insurance. If the treatment dates of an injury, disease or illness fall into more than one Period of Insurance, you will pay an excess for each Period of Insurance.
• Vet fees to treat an illness, which arises within 14 days of the start of the policy.
• Costs resulting from a pre-existing medical condition.
• Costs of any treatment Your Pet has received after the Period of Insurance.
• Costs for treatment for any disease or illness contracted abroad.
• Vet fees to treat an illness or injury related to Your Pet being pregnant or having puppies/kittens.
• Routine pre-operative screening without symptoms of any illness or disorder.
• Preventative and routine treatments, for example, vaccinations, spaying, castration, cosmetic procedures (including grooming), elective surgery, nail clipping, the cost of killing and controlling fleas and or tapeworms and roundworms or measures to rid the pet of internal and external parasites, and any claims arising as a result of these procedures.
• Pheromone therapy.
• The cost of clinical diet food.
• Dentistry that you choose to have carried out that is not directly related to an injury or illness.
• Charges for house calls or domiciliary visits, ambulance or other carriage involving veterinary staff only, unless the vet confirms they are essential in the interests of the animal’s health.
• Having Your Pet cremated, buried or otherwise disposed of.
• Travelling expenses incurred either by yourself or your vet.
• Any fee charged by your vet to complete the claim form or send additional information.
• The hire or purchase of equipment e.g. cages, K9 carts.
• Organ transplants.
• Behavioural equipment such as training aids, purchase of videos, tapes, books, other training equipment, re-training programmes or relocating Your Pet for training purposes.
• The cost of treating any injury or illness deliberately caused by you or anyone living with you.
• Complementary Treatments that are not carried out under the direction of a vet.
• Costs resulting from an injury or illness specified as excluded on your Certificate of Insurance or generally not covered within these terms and conditions.
• Costs incurred outside the UK.
• Costs for referral vet fees not authorised in advance by us.

Section 6 - Loss by Theft or Straying

What this policy covers

What is covered

We will give you the price you paid for Your Pet, up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance if during the Period of Insurance:

• Your Pet is stolen or strays; and
• You don’t get Your Pet back within 30 days.

If you have no formal proof of how much you paid for Your Pet we will pay what we consider is a reasonable sum.

What isn’t covered

We will not pay the purchase price if:

• Your Pet is stolen or strays within 14 days of you taking out the policy.
• You or the person looking after Your Pet has freely parted with it.
• You have not reported the loss or theft of Your Pet, within 24 hours of discovering it missing, to the police and if applicable obtained a crime reference number to certify the theft or loss was reported to the Police.
• You have not immediately taken all reasonable steps to find or recover Your Pet.

If you get your pet back after we have paid you, you must pay back all the money we paid you.

Section 7 - Recovery - Advertising and Reward

What this policy covers

What is covered

We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance, if during the Period of Insurance Your Pet is stolen or goes missing. We will pay for;

• Recovery

  If you try to find Your Pet after it is stolen or strays, we will pay for advertising/reward and other associated costs.

• Advertising

  If Your Pet is stolen or goes missing we will pay the cost of advertising.

• Reward

  The amount of any reward you have offered and paid to get Your Pet back.

What isn’t covered

We will not pay;

• More than the Maximum Benefit per policy year.
• If Your Pet is stolen or strays within the first 14 days of you taking out the policy.

• Recovery

  Any costs unless you immediately take all reasonable steps to find or recover Your Pet.

• Advertising

  The money you spend trying to find Your Pet if we have not agreed to the way you are doing this.

• Reward

  Any reward not supported by a signed receipt giving the full name and address of the person who found Your Pet.

  Any reward paid to a member of your family or to someone employed by you.

  We will not pay any ransom costs if your Dog or cat is stolen or 'dognapped/catnapped'.

Section 8 - Kennel/Cattery Fees

What this policy covers

What is covered

We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance, if during the Period of Insurance:

• You are ill or injured and have to go into hospital for more than 48 hours; and
• Your Pet stays in a licensed kennel/cattery while you are in hospital.

If you have to go into hospital more than once for the same illness or injury, you will only have to pay the first £35 of kennel fees or £30 for cattery fees for the first time you go in.

What isn’t covered

We will not pay for:

• More than the Maximum Benefit per policy year.
• The first £35 of kennel fees for dogs.
• The first £30 of cattery fees for cats.

If you have to go into hospital more than once for different illnesses or injuries, you must pay the first £35 of kennel fees or £30 for cattery fees each time.

• Any costs resulting from you having to go into a hospital because of an injury or illness occurring or showing symptoms before Your Pet’s cover started or within the first 14 days.
• Any costs resulting from you being pregnant or giving birth, or from you going into hospital for the treatment of alcoholism, drug abuse, drug addiction, attempted suicide or self-inflicted injuries.
• Any costs resulting from nursing home care or from convalescence care that you do not receive in hospital.
• Any costs if someone else living with you can reasonably be expected to look after Your Pet whilst you are in hospital.
• Any costs if you are in hospital outside the UK.

Section 9 - Holiday Cancellation

What this policy covers

What is covered

We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance, if during the Period of Insurance:

• You cancel your holiday or come home early because Your Pet needs life saving surgery.
• You cancel your holiday less than 7 days before you were due to leave.
• You cannot get these expenses back from anywhere else, for example from travel insurance.

We will pay for;

• The value of any unused travel and accommodation expenses.
• Any extra travel expenses in order to return you home.

What isn’t covered

We will not pay for:

• More than the Maximum Benefit per policy year.
• Costs for anyone else who was on the holiday with you.
• Any costs specified as excluded on your Certificate of Insurance or generally not covered by these terms and conditions.
• Any amount unless a vet has certified that Your Pet needs life-saving surgery.
• Any amount, if the cost of accommodation is for a property owned by you or your family or any person travelling with you on the same holiday.

We will not pay if:

• You cancel your holiday or come home early because Your Pet needs surgery, which is not life saving.
• You cancel your holiday or come home early because Your Pet is ill.
• You booked your holiday less than 28 days before you were due to leave.

Section 10 - If Your Pet Dies

What this policy covers

What is covered

Where a death benefit is applicable and Your Pet dies during the Period of Insurance we will pay you the price that you paid for Your Pet up to the maximum cost shown on the Table of Benefits.

We will pay you this money even if we have already paid for vet’s fees to treat the illness or injury.

What isn’t covered

We will not pay for:

• More than the Maximum Benefit per policy year.

We will not pay the price you paid for Your Pet if:

• Your Dog dies from an illness when Your Dog is:
  • 6 years or over if shown as a Specified Breed or;
  • 8 years or over for all other Breeds.
• Your cat is 10 years or over and dies from an illness.
• Your Pet dies from an illness that arises within 14 days of you taking out the policy.
• Your Dog is put to sleep due to aggression - unless this can be attributed to a medical condition.
• The death relates to an exclusion placed on your Certificate of Insurance or is generally not covered by these terms and conditions.

Section 11 - Liability Cover (dogs only)

In this section, 'you and your' mean you or any person looking after or handling your pet with your permission.

Your responsibilities

• You must not admit responsibility, agree to pay any claim or negotiate with any other person following an incident.
• You agree to provide us with any information connected with the claim that we ask for, including details of Your Pet's history.
• You agree to help us find out details of the incidents that result in a claim or provide us with written statements and go to court if needed.
• You must allow us to take charge of the claim made against you and allow us to prosecute in your name.

What this policy covers

What is covered

• The most we will pay is the Maximum vBenefit.
• If property is damaged, or someone is killed, injured or falls ill as a result of an incident involving Your Pet during the policy year we will pay;
  • Compensation and costs awarded against you by a court; and
  • The legal cost and expenses for defending a claim against you.

If other dogs are involved

• If other dogs are involved with Your Dog in causing injury or damage, we will only pay for the share of the injury or damage, which Your Dog causes.
• If the other dogs belong to you but are not insured, you will have to pay for the share of the injury or damage, which your uninsured dogs cause. For example if you have 3 dogs which cause injury or damage and only one is insured, we will pay one third of any claims made against you.
• If the other dogs belong to someone else, that person will have to pay for the share of the injury or damage, which their dogs cause. For example, if Your Dog and someone else’s dog cause injury or damage, we will only pay for costs that have been allocated to you.

What isn’t covered

We will not pay for;

• More than the Maximum Benefit per policy year.
• The first £250 of any claim.
• Compensation or legal costs if the injured person:
  • Is part of your family
  • Lives in your home
  • Works for you
  • Is looking after Your Dog with your permission
• Compensation or legal costs if the damaged property belongs to you or someone who:
  • Is part of your family
  • Lives in your home
  • Works for you
  • Is looking after Your Dog with your permission
• Compensation or legal costs if you or someone listed above is looking after the property or holding it in trust.
• If you work from home and Your Pet has access to your work area and/or your clients' property and causes any incident, which results in any form of compensation, costs and expenses.
• Any compensation costs and expenses if you are legally responsible only because of a contract you have entered into.
• Any compensation, costs and expenses resulting from an incident, that takes place as a result of your profession, occupation or any business.
• Any costs or expenses defending you, which we have not agreed beforehand.
• Any compensation, costs and expenses arising from an incident if you have not followed advice or information given to you by previous owners or re-homing organisation about the behaviour of Your Dog.
• Any compensation costs and expenses if you are deemed responsible under laws outside of the UK.
• Any compensation, costs or expenses due to a deliberate act by you, a member of your family or anyone living with you. Any compensation, costs and expenses if you are responsible for air, water or soil pollution, unless it can be proved that the pollution took place immediately after and as a result of an accident involving Your Pet.
• Costs resulting from any incident specified as excluded on your Certificate of Insurance or generally not covered within these terms and conditions
• Claims, which would be covered by any other insurance, you or the person looking after Your Pet have.
• Any loss as a result of disease transmitted from animals to humans.

Section 12 - How to Claim

General procedure - please refer to each benefit section for full details on how to claim. Also refer to the Table of Benefits to see which benefits and Maximum Benefit levels apply to your policy.

We cannot guarantee any claims over the telephone. We can offer;

• General advice.
• Specific advice on whether fees will be considered by the company for services provided outside your usual veterinary practice and not by your vet.

To request a claim form please telephone 0870 240 1913 as soon as possible to tell us you may need to make a claim.

Have your policy number ready when you call. We will send you a claim form (the issue of a claim form does not constitute an admission of liability on our behalf).

Complete the payment details on the front of this form, and ask your vet to complete the reverse of the form before you sign the customer declaration at the end of the form. Return to Pet Protect with all receipts and any supporting information we ask for.

All claims must be submitted within 6 months of treatment being given unless otherwise stated.

We will pay your claim:

• If the claim form is correct and complete;
• When we have all the other information we need to support the claim, and;
• When we are sure that the claim is valid.

If it is more convenient and your vet agrees, we can pay claims directly to your vet. You can tell us to do this when you make a claim. You will need to settle with the vet, any fees for nonclaimable items and the policy excess/vet fees contribution (if applicable).

If payment is to be paid directly to the vet:

If the vet, who has treated your pet or is about to treat Your Pet, asks for information about your insurance that relates to your claim, we will tell the vet what the insurance covers, what we will not pay for and how the amount we pay is calculated.

Send your form and documents to:
petPals Pet Insurance
Furness House
53 Brighton Road,
Redhill,
Surrey, RH1 6RD

Section 13 - Our Service to You

Statutory Rights

Purchasing this policy does not affect your statutory rights.

Telephoning Us

We may record your telephone calls with our representatives to monitor and improve the quality of the service we provide.

Fraud

You must not act in a fraudulent manner. If You or anyone acting for You:

• Make a claim under the Policy knowing the claim to be false or fraudulently exaggerated in any respect or
• Make a statement in support of a claim knowing the statement to be false in any respect or
• Submit a document in support of a claim knowing the document to be forged or false in any respect or
• Make a claim in respect of any loss or damage caused by Your wilful act or with Your connivance then
• We shall not pay the claim
• We shall not pay any other claim which has been or will be made under the Policy
• We may at Our option declare the Policy void
• We shall be entitled to recover from You the amount of any claim already paid under the Policy since the last renewal date
• We shall not make any return of the premium
• We may inform the police of the circumstances

Policy Literature

Please contact us should you require any of our literature in a different format.

Direct Debit Guarantee

This guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the scheme is monitored and protected by your own Bank or Building Society. If the amounts to be paid or the payment date change, Pet Protect Ltd will notify you 14 days in advance of your account being debited or as otherwise agreed. If an error is made by Pet Protect Ltd or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid. You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to us.

Collection Details

With policies paid by direct debit, the first premium will be charged approximately 8 working days after receipt of your direct debit mandate unless specified otherwise. With both monthly credit cards and direct debit payers the first 2 premiums may be charged within the second month.

Policy Renewal

We will write to you before your policy expires with full details of your next year’s premium.

If you have taken advantage of our automatic renewal service we will retain your payment details in order to continue to deduct premiums when your policy is renewed. If you have selected this method and you don’t contact us to tell us otherwise, we will automatically renew your policy.

If you do not want to renew your policy all you need to do is call us on 0870 240 1913 to let us know.

Data protection

Your details will be held and used by Pet Protect Limited, Domestic & General Group PLC and selected companies acting on our behalf to administer your policy.

We may pass on your data to any relevant regulator or dispute resolution provider. We may also use your data for training and testing purposes. Unless you have already notified us that you do not wish your details to be used for other purposes, your details may also be used by us or carefully selected third parties for other marketing purposes. We may disclose your information to our service providers and agents for these purposes. Pet Protect and third parties may contact you by mail, telephone or email.

If you do not want your data to be used for other purposes and you have not already notified us please write to the Data Protection Officer at:

petPals Pet Insurance, Furness House, 53 Brighton Road, Redhill, Surrey, RH1 6RD.

To help keep your details accurate we may use information we receive from our partners. You can ask for a copy of your details (for a small fee) and to correct any inaccuracies. To improve our service we may monitor or record our communications with you.

Section 14 - Your Right to Cancel

If your cover does not meet your requirements, please contact Pet Protect within 14 days of receipt. We will return any premium paid in full during this period. We may deduct an administration fee if a claim has been made.

If you want to cancel after the 14-day period, you can cancel your policy at any time. If you are paying for your cover on a monthly basis, you will remain covered until the end of the month you have already paid for. If you have paid for your annual premium in full we will refund a proportion of your premium, which relates to the remaining un-expired full months of cover not used.

The full annual premium is due if a claim has been made. To cancel your policy please contact customer services on 0870 240 1913, or write to:

petPals Pet Insurance, Furness House, 53 Brighton Road, Redhill, Surrey, RH1 6RD.

Section 15 - If You Have a Question or Complaint

We aim to provide you with a first class policy and unrivalled service. However, there may be times when you feel we have not done so. If this were the case, we would rather be told about it so that we can do our best to solve the problem.

If you have a question or complaint about your insurance, please contact us at:

Customer Service Department
petPals Pet Insurance
Furness House
53 Brighton Road
Redhill
Surrey
RH1 6RD

You may also call us on 0870 240 1913 or email us at enquiries@petPalsdirect.co.uk giving details of your Pet Protect policy or claim number so that we can deal with your enquiries quickly.

How We Will Deal With Your Complaint

0 - 5 Days

Your complaint can be received by telephone, email, letter, or in person. We aim to resolve all complaints by the end of the next business day. However, if this is not the case we will acknowledge your complaint in writing within 5 business days. At this stage we will advise as to the name of the person dealing with the complaint and their position/ role within the company.

0 - 4 Weeks

You will receive a Final Response Letter or a holding letter within Four Weeks.

If your complaint has not been resolved within 5 business days, we will either send you a Final Response Letter or a further holding letter within 4 weeks of the date of your complaint.

0 - 8 Weeks

You will receive a Final Response Letter or a further letter advising why we are unable to make a final decision, within 8 Weeks of your complaint.

If your complaint has not been resolved within 4 weeks of the date of your complaint, we will respond within 8 weeks with either a Final Response Letter or advise why we are unable to make a final decision. If this is the case we will enclose the Financial Ombudsman Service explanatory leaflet and you may escalate your complaint in this manner.

Who can I contact if I am still unhappy?

We find that we can generally resolve complaints internally, but should you remain unhappy you can contact the Financial Ombudsman Service as below:

In writing to:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

By telephone

0845 080 1800

By email

Enquiries@financial-ombudsman.org.uk

By website at

www.financial-ombudsman.org.uk

If you make a complaint your legal rights will not be affected.

Please note that the Financial Ombudsman Service will not deal with your complaint if you submit it to them sooner than 8 weeks after receipt of the complaint with ourselves or later than 6 months after you have received a Final Letter from us.

Please also note that should you not respond within eight weeks to our letters, we will consider the complaint closed.

Compensation scheme

We are covered by the Financial Services Compensation Scheme. (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Our products and services are covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk.

Section 16 - Further Information About Us, Your Insurer and Our Regulator

Pet Protect Ltd promotes and administers petPals Pet Insurance. Pet Protect Limited (Registered in England and Wales No. 1774371) is a wholly owned subsidiary of Domestic & General Group PLC. Domestic & General Insurance PLC (Registered in England and Wales No. 485850) underwrites all Pet Protect policies.

Registered office for all companies: Swan Court, 11 Worple Road, Wimbledon, London, SW19 4JS. Pet Protect’s trading address is: Furness House, 53 Brighton Road, Redhill, Surrey, RH1 6RD.

Pet Protect Limited (FSA firm reference number is 311794) and Domestic & General Insurance PLC (FSA Firm reference number is 202111) are authorised and regulated by the Financial Services Authority (FSA). This can be checked by visiting the FSA’s website at www.fsa.gov.uk/register or by telephoning the FSA on 0845 606 1234.