Pet Insurance Policy Summary
This Pet Insurance policy summary does not contain full terms and conditions of the cover, which can be found in the policy document. It is important that you read the policy document carefully when you receive it. A copy of the full policy wording can be obtained from your insurance adviser.
Terms & Conditions / Policy Wording
AmTrust International Underwriters Limited (hereinafter called “the insurer”) agrees to indemnify you as hereinafter provided in accordance with and subject to the terms exclusions and conditions set out herein.
The Underwriter
This insurance is underwritten by AmTrust International Underwriters Limited, a company registered in Ireland under Registration No. 169384 and whose Registered Office is at 40 Westland Row, Dublin 2, Ireland. AmTrust International Underwriters Limited is authorised and regulated by the Irish Financial Services Regulatory Authority and is licensed to operate in the United Kingdom by the Financial Services Authority, under Registration No 203014. This can be checked on the FSA's register by visiting the FSA's website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234.
Statement of demands and needs
This product meets the demands and needs of those who wish to ensure that the veterinary needs of their Pet are met throughout the duration of the Policy.
Policy summary
See enclosed sheet.
Definitions
Any word or expression to which a specific meaning has been attached will bear the same meaning throughout this Policy. For ease of reading the definitions are highlighted by the use of bold print
Accident
Sudden and unexpected event which happens during the Period of Insurance which results in bodily Injury or death to Your Pet.
Alternative Medicine
Herbal or homeopathic medicine.
Complementary Medicine
Physiotherapy, acupuncture, osteopathy, hydrotherapy and chiropractic Treatment.
Excess
The amount You are required to pay on the first part of certain claims made under the Policy.
Healthy PetsHealthy Pets is a trade name of Healthy Pets Limited who are acting as agents of The Insurers. Policies are arranged and administered by Healthy Pets Limited (Registered No. 3209135). Healthy Pets are registered at 6 Ridgeway Office Park, Bedford Road, Petersfield, Hampshire GU32 3QF. Claims are administered by Ultimate Insurance Solutions (UIS), The Connect Centre, Kingston Crescent, Portsmouth, PO2 8QL. (Registered in England No 3299891 – Registered address: As above.) Healthy Pets and UIS are authorised and regulated by the Financial Services Authority. This can be checked on the FSA’s register by visiting the FSA’s website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234.
Illness
Physical disease, sickness, infection or failure which is not caused by Injury.
Incident
A specifically identifiable Accident, Injury or Illness. Recurring and/or long lasting conditions shall be considered as one loss. Such conditions being defined as:-
a) clinical signs resulting in the same diagnosis (regardless of the number of Incidents or areas of the body affected) to which Your Pet is susceptible and which are in any way related to the original claim;
or,
b) conditions which are incurable and likely to continue for the remainder of Your Pet’s life.
Injury
Physical trauma caused by an Accident.
Period of insurance
The period between the dates shown on the schedule.
Pet
Domestic Dog(s) or Cat(s) specified in the schedule.
PETS Travel Scheme
The United Kingdom Government scheme administered by the Department for the Environment, Food and Rural Affairs (DEFRA) allowing You to take Your Pet abroad to certain specified countries and re-enter the UK without the need for Your Pet to go into quarantine provided that certain criteria have been adhered to. The scheme is also known as PETS. (We do not provide cover for Non EU countries as defined by DEFRA).
Policy
Your Policy booklet and most recent Policy schedule which includes any endorsement that applies.
Pre-existing Condition
Signs of Incidents which were apparent prior to the inception of the Policy are not covered unless otherwise stated by Us.
Territorial Limits
Your Pet is covered whilst away from home with You in the United Kingdom, Northern Ireland, Isle of Man and the Channel Islands. This insurance also extends to cover Your Pet under the PETS Travel Scheme whilst temporarily located in any member country of the PETS Travel Scheme (Excluding Non EU countries as defined by DEFRA), but only for a maximum stay of thirty (30) days in total during the Period of Insurance in respect of Bronze or Silver Cover or unlimited overseas travel during the Period of Insurance in respect of Gold Cover.
Terrorism
An act, including but not limited to the use of force or violence and/or the threat thereof, of any person or group(s) of persons, whether acting alone or on behalf of or in connection with any organisation(s) or governments(s), committed for political, religious, ideological or similar purposes including the intention to influence any government and/or to put the public, or any section of the public, in fear.
Treatment
Any examination, consultation, advice, tests, x-rays, medication, surgery, nursing and care provided by a Vet or a member of a professional organisation acting under their direction.
Vet
Qualified Veterinary Surgeon.
We/Us/Our/The Insurers
Amtrust International Underwriters Ltd, Registered in Ireland 169384, Registered Office: 40 Westland Row, Dublin 2, Ireland.
You, Your
The person specified on the Policy schedule as the policyholder and owner of Your Pet.
The Benefit table
Please refer to your policy schedule to establish the level of cover you have choson.
Dogs & Cats:
|
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|
up to |
up to |
up to |
| Vet's Fees |
£1,000 |
£4,000 |
£7,500 |
| Cover for ongoing conditions** |
Yes |
Yes |
Yes |
| Pay vet direct |
Yes |
Yes |
Yes |
| Veterinary Helpline |
Yes |
Yes |
Yes |
| Third Party Liability & Legal Expenses Dogs Only |
£1,000,000 |
£1,000,000 |
£1,000,000 |
| Accidental Damage |
No |
No |
£500 |
| Death from Illness* |
No |
£500 |
£1,000 |
| Death from Accident |
No |
£500 |
£1,000 |
| Advertising & Reward |
No |
£500 |
£1,000 |
| Theft or Straying |
No |
£500 |
£1,000 |
| Boarding Kennel Fees |
No |
£500 |
£1,000 |
| Holiday Cancellation Helpline |
Yes |
£500 |
£2,000 |
| Bereavement Counseling Helpline |
Yes |
Yes |
Yes |
| Pet Legal Helpline |
Yes |
Yes |
Yes |
| Pet Minders Helpline |
Yes |
Yes |
Yes |
| Overseas Travel |
30 days |
30 days |
12 months |
Notes:
Third Party Liability Excess is £100. Accidental damage Excess is £100.
* Cover does not apply to dogs 9 yrs and over and cats 11 yrs and over
** Subject to cover remaining in force and the original policy limit.
Sections 1 and 2 are applicable to Bronze, Silver and Gold
Section 1:
Veterinary Fees Cover
We will pay You or Your Vet for all reasonable and customary charges made for Treatment carried out by a Vet. Cover is provided for an Accident, Illness or Incident occurring to Your Pet, subject to the indemnity limit of £1,000 (Bronze) or £4,000 (Silver) or £7,500 (Gold) dependent on the cover selected and Excess as specified below and subject to written notice of such Accident, Illness or Incident having been given to Healthy Pets within 60 days of occurrence. The limit of cover and Excess are on a per Incident basis.
Cover remains in place for each Incident until the Policy limit is reached subject to the payment of relevant premiums.
We will pay fees for Alternative Medicine or Complementary Medicine which the Vet recommends and that are pre-approved by Us, including up to twelve sessions of hydrotherapy provided the pool operators are members of the Canine Hydrotherapy Association.
Exclusions:
We will not be liable for:
(Please refer to Your current Policy schedule to establish the Excess applicable.)
1.
(a) The Excess shown in Your Policy schedule.
(b) Any Treatment after the Policy has cancelled/ lapsed/expired.
2. Veterinary fees in connection with:
(a) Any Pre-existing Conditions or Illness unless previously agreed by Healthy Pets.
(b) Any Illness or condition (not Accident) arising prior to or within the first 10 days of the inception date of the insurance. (This exclusion is not applicable to renewed policies.)
(c) Preventative and elective Treatments, routine examinations and Treatment including:
- routine spaying or castration.
- whelping or kittening.
- spaying for false pregnancy.
- spaying for mammary tumours.
- routine removal of dewclaws.
- routine worming and flea treatments.
- routine blood tests.
- any treatment in connection with pregnancy or parturition (giving birth).
(d) Organ transplantation and associated cost.
(e) Behavioural problems and training unless caused as a direct result of an insured Incident occurring during the Period of Insurance.
(f) Non-essential hospitalisation and / or house calls unless the Vet declares that to move Your Pet would seriously endanger its health.
(g) Prescription foods, other than for a 4 week period for a specific Incident.
(h) The cost of dentistry except as result of an Accident.
(i) Any claim for any form of special diet, housing, or bedding needed for the Treatment or general well- being of Your Pet.
(j) Any claim for cryptorchism (Retained testicle(s)
(k) Any claim as a result of a ‘notifiable’ disease e.g. Rabies.
(l) Any charges in respect of euthanasia except in the case of humane destruction to alleviate incurable and inhumane suffering. Any charges in respect of disposal, cremation, or burial of Your Pet.
(m) The repair and treatment of umbilical hernias.
(n) Fees for Alternative Medicine or Complementary Medicine that have not been approved by Healthy Pets.
Section 2:
Third Party Liability Cover (applicable to Dogs only)
We will pay up to £1 million (including costs) for any claim or series of claims arising from any one event if someone is injured or killed or their property is damaged as a result of an event involving Your Pet and for which You are legally liable.
For the purposes of this section the definition of ‘You’ and ‘Your’ is extended to include any person looking after Your Pet with Your permission.
We will not be liable for:
1. The first £100 of each and every claim.
2. Any agreement or contract unless liability would have existed otherwise.
3. Deliberate acts by You or members of Your family.
4. Loss or damage to property in the ownership, custody or control of You or Your family or household or any person employed by members of Your household.
5. Accidental bodily Injury to or disease contracted by You or a member of Your family or persons permanently residing with You.
6. Accidental bodily Injury or disease contracted by any person who is under a contract of service or apprenticeship with You when such Injury or disease arises out of and in the course of employment by You.
7. Any claim arising outside the United Kingdom, Channel Islands or Isle of Man. Cover under this section is extended in accordance with European Economic Community regulations under the PETS Travel Scheme whilst Your Pet is temporarily located in any member country of the PETS Travel Scheme (excluding long haul countries as defined by DEFRA), but only for a maximum stay of thirty (30) days during the Period of Insurance in respect of Bronze or Silver Cover or unlimited overseas travel during the Period of Insurance in respect of Gold Cover.
8. Any compensation, costs or expenses if You are insured under any other liability policy including Your household insurance, unless that cover has been exhausted.
Sections 3 – 8 are applicable to Silver and Gold Covers only
(Please refer to Your Policy schedule to establish the level of cover You have chosen.)
Section 3:
Death from Illness
This section does not apply in the case of Dogs that are 9 or more years old and cats that are 11 or more years old.
1. We will pay You up to the purchase price, or up to a maximum of £500 (Silver) or £1,000 (Gold) whichever the lesser dependent on the cover selected, in the event Your Pet dies from Illness or disease, or in the event of humane destruction, if certified by a Vet as necessary to alleviate incurable and inhumane suffering of Your Pet, due to Illness or disease.
2. If no purchase receipt can be produced, We will pay the replacement cost of a similar Pet up to the above stated maximum limits of indemnity, dependent on the cover selected.
Section 4:
Death from Accident
1. We will pay You up to the purchase price, or up to a maximum of £500 (Silver) or £1,000 (Gold) whichever the lesser dependent on the cover selected, in the event Your Pet dies from Accident, or in the event of humane destruction, if certified by a Vet necessary to alleviate incurable and inhumane suffering of the Pet, due to Accident.
2. If no purchase receipt can be produced, We will pay the replacement cost of a similar Pet up to the above stated maximum limits of indemnity, dependent on the cover selected.
Section 5:
Advertising and Reward
If Your Pet is lost or stolen, We will reimburse You for advertising in a local newspaper or other approved expenditure and for a suitable reward to be offered for recovery of Your Pet (previously agreed by Us) up to a maximum of £250 for Silver and £750 for Gold Premium.
Section 6:
Theft and Straying
1. We will pay You up to the purchase price or a maximum of £500 for Silver and £1,000 for Gold, whichever is the lesser in respect of permanent loss due to Your Pet being lost or stolen and after no recovery has been made after 45 days despite reasonable and appropriate endeavours including advertising and reward.
2. If no purchase receipt can be produced We will pay the replacement cost of a similar Pet up to the above stated maximum limits of indemnity, dependent on the cover selected.
Section 7:
Boarding Kennel Fees
We will reimburse You for boarding kennel or cattery fees, in a licensed boarding establishment, up to a maximum of £500 for Silver and £1,000 for Gold, (in any one Period of Insurance) in the event that You or a member of Your family permanently residing with You, is hospitalised on medical advice for a period exceeding 4 consecutive days.
Exclusions: We will not be liable for:
1. Hospitalisation of You or any member of Your family permanently residing with You as a result of pregnancy.
2. Any pre-existing medical condition likely to give rise to hospitalisation at the inception date of this insurance.
Section 8:
Holiday Cancellation Costs
We will reimburse You for any non-recoverable cancel- lation and curtailment costs/expenditure up to a maximum limit of £500 for Silver or £2,000 for Gold, (in any one Period of Insurance), in the event that in Your Vet’s opinion Your Pet named in the schedule requires emergency life saving surgery, within 7 days of Your departure on holiday and this necessitates, in Your Vets opinion, cancellation or curtailment.
Exclusions: We will not be liable for:
1. Non life-saving operations.
2. Any Pre-existing Condition or Illness likely to necessitate emergency life saving surgery.
3. Any costs or expenditure for any holiday booked less than 28 days prior to departure.
Section 9 is applicable to Gold Cover Only
(Please refer to Your Policy schedule to establish the level of cover You have chosen.)
Section 9:
Accidental Damage
We will compensate third parties for any accidental property damage up to a maximum of £500 per Incident caused by Your Pet named in the schedule.
Exclusions: We will not be liable for:
1. The first £100 of each and every claim.
2. Damage to property in the ownership, custody or control of You or Your family or household or any person employed by members of Your household.
3. Damage to property in the ownership of any person entrusted with the care, control and custody of Your Pet.
Applicable to Bronze, Silver and Gold Premium Cover
Helplines
All policies include access to the following help lines (calls may be monitored or recorded)
Vet Finder:
If You or Your Pet are away from home whilst in the United Kingdom, Northern Ireland, Isle of Man, and Channel Islands and Your Pet needs urgent Veterinary care, Healthy Pets gives you access to our help lines so we can identify the nearest Vet for You.
Telephone 0870 240 1495
(Telephone lines are open from 8.00am to 6.00pm weekdays and 9.00am to 2.00pm Saturdays.)
Bereavement Counselling
An understanding, confidential and professional service enabling You to talk for as long as You need about the death or Illness of Your Pet. Help and advice to address the symptoms brought about by bereavement is available 24 hours a day, 365 days a year.
Telephone 0870 1628 153
(Telephone lines are open 24 hours a day, 365 days a year.) Telephone 0870 240 1620
Pet Legal
Lawyers are available to provide advice and explain legal issues in plain English and in a friendly and helpful way - available 24 hours a day, 365 days a year.
Telephone 0870 1628 153
(Telephone lines are open 24 hours a day, 365 days a year.)
Pet Minders
This enables You to locate a registered pet minder (on a national basis) for either a few minutes or indeed weeks, in order to look after Your Pet while You are away.
Telephone 0870 240 1495
(Telephone lines are open from 8.00am to 6.00pm weekdays and 9.00am to 2.00pm Saturdays.)
Pet Travel Scheme
For information on how to obtain a Pet Travel Scheme Certificate – (please note that we do not extend cover to include Non EU countries as defined by DEFRA).
Telephone PETS Helpline 0845 933 5577
(Telephone lines are open 08.30am to 5.00pm weekdays only.)
General Exclusions - Applicable to all sections of each policy:
We will have no liability for:
1. Any claims for a Pet not named in the schedule.
2. for claims resulting from Pre-existing Conditions
3. for claims made where the Incident and/or Treatment
occurred outside of the Period of Insurance
4. for death or destruction of Your Pet as a result of sickness or disease resulting from the failure to vaccinate Your Pet in accordance with the practice recommended by the British Small Animal Veterinary Association.
5. Any claims for a Pet under the age of 6 weeks. Cover in respect of pets aged between 6 and 8 weeks will be restricted to Accident only.
6. Any claims under any section of cover for which premium has not been paid.
7. Any claims arising outside the Territorial Limits.
8. Any claims as a consequence of war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, Terrorism, revolution, insurrection or military or usurped power.
9. Any claim or liability directly caused or contributed to, by or arising from:
a. Ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel.
b. The radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component of such assembly.
10. Any claim resulting from intentional slaughter, irrespective of any order by Government, Local Authority or any person having jurisdiction in the matter, except in the case of humane destruction to alleviate incurable and inhumane suffering.
11. Any animal which should be registered under the UK government’s Dangerous Dogs Act 1991.
12. Malicious or wilful injury or gross negligence to Your Pet caused by You, Your agents, employees or members of Your family.
13. Any claims where medication has not been recommended by a Vet.
14. The recurrence or continuation of Illness, disease or any condition from which Your Pet previously suffered arising prior to or within 10 days of inception of this insurance. (This exclusion is not applicable to renewed policies.)
15. The use of Your Pet for commercial guard security or racing.
16. Any liability where the insured is entitled to indemnity under any other insurance will be dealt with on a rateable proportion basis.
17. Any loss arising directly or indirectly out of infringement of UK animal health and importation legislation.
18. Any Pet sold or where any financial interest whatsoever is parted with by You, whether temporarily or permanently.
19. Any claim under section 3 (Death to Your Pet by illness) for dogs aged 9 and above and cats aged 11 and above.
20. Post Mortem charges.
21. Any fee charged by Your Vet to complete a claim form or provide information to support Your claim.
General Conditions - Applicable to all sections of each policy:
You must comply with the following conditions, to the best of Your knowledge and belief, 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.
1. It is a condition precedent to liability that Your Pet is free from any Injury, Illness or physical disability whatsoever at the commencement date of this insurance (except as declared by You and accepted by Us). It is further warranted that Your Pet has received, at the appropriate time, initial and booster vaccinations against distemper, hepatitis, leptospirosis and parvovirus in the case of dogs, against feline infectious enteritis, feline leukaemia and feline influenza in the case of cats or as advised by a Vet. All vaccinations must be administered under veterinary supervision.
Furthermore no cover is provided for these conditions in the event that the appropriate vaccinations/boosters have not been administered to Your Pet at the appropriate time.
2. It is a condition precedent to liability that You will provide proper care and attention at all times for Your Pet.
3. You will agree that Your current or previous Vet(s) may release information or records regarding any animal insured by Us.
4. It is warranted that You are the owner of Your Pet and are permanently resident within the UK.
5. In relation to any third party liability claims, We may pay up to the limit of indemnity or lesser amounts for which any claim can be settled (after deduction of any sum or sums already paid as compensation) and shall be released from any further liability under this Policy. (Except for costs and expenses of litigation recoverable or incurred with Our consent prior to the date of such payment.)
6. You may cancel this Policy at any time by writing to Healthy Pets, 6 Ridgeway Office Park, Bedford Road, Petersfield, Hampshire GU32 3QF to confirm the date this instruction is to take effect. (Cancellation requests cannot be backdated.)
7. If You wish to cancel this policy within 14 days of receipt of the policy documents or the renewal date You may do so by writing to Healthy Pets and returning Your schedule of insurance. Where this happens You will receive a proportionate refund of the premium paid for the unexpired portion of the period of cover, unless You have claimed for the death/loss of Your pet then the annual premium must be paid in full.
8. This insurance may be terminated by Us and / or Healthy Pets, for any reason, by sending at least 7 days’ written notice of cancellation to the address shown in the schedule.
A proportionate refund of any premium paid will be allowed to You providing:
- You have not claimed in the current Period of Insurance.
- You have paid the annual premium in full.
If You or We cancel this Policy and there has been a claim in the current Period of Insurance and the premium is being paid by instalments, the outstanding balance, including any interest charges, will become payable to Healthy Pets by You. We will deduct any balance of premium from the claims settlement where possible.
9. Cover under this Policy will terminate from the date that the payment was due in the event that premium is not received 10 days after the due date.
10. In the event of any disagreement between Your Vet and Our Vet, an independent Vet mutually agreed upon by both sides will be appointed and act as arbiter and whose decision will be binding on both sides.
11. Your Pet must not have previously displayed vicious or aggressive behaviour.
Claims Conditions - Applicable to all sections of each policy:
You must comply with the following conditions, to the best of Your knowledge and belief, 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.
1. In the event of any possible claim under any sections of this insurance You must notify Healthy Pets as soon as possible and not later than 60 days after any possible Incident likely to result in a claim. If You do not notify Us within 60 days and this prejudices Our ability to verify the claim then, other than in exceptional circumstances, no payments will be made in respect of the claim.
2. If any liability under this insurance is covered by any other insurance policy We will not pay more than Our rateable proportion.
3. Following a claim We shall be entitled to take over and exercise any rights in Your name against any other party for Our own benefit and at Our own expense to recover any payment We have made under this Policy
4. You must not act in a fraudulent manner. If You or anyone acting for You:
- Makes a claim under the Policy knowing the claim to be false or fraudulently exaggerated in any respect or
- Makes a statement in support of a claim knowing the statement to be false in any respect or
- Submits a document in support of a claim knowing the document to be forged or false in any respect or
- Makes 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.
- We may inform the police of the circumstances.
- We will not return any premium.
Claims Made Overseas
In the event that Your Pet requires veterinary treatment whilst temporarily in Eire or a Member Country of the PETS Travel Scheme (Non EU countries are excluded), payment of any treatment will be made by You to the Vet whilst You are there. Upon Your return home You should telephone the claims helpline immediately and report the claim. You will then be sent a claim form for completion and return with all the paid Veterinary receipts. Settlement will then be made to You after the deduction of the Excess in Sterling at the current rate of exchange, such payment discharging Us from all further liability connected with such claim.
CLAIMS HELPLINE: 01730 268 592
(Telephone line is open 9.00am to 5.00pm weekdays.)
Please note that telephone calls may be monitored or recorded to assist with staff training and for quality control purposes.
How We settle claims
1 Veterinary Fees
Upon commencement of Treatment You should telephone Healthy Pets and report the possible claim. Healthy Pets will then send You a claim form for completion by You and Your Vet. Please return the completed claim form to Healthy Pets with supporting receipts, once this Treatment has been completed.
Alternatively settlement can be made directly to the Vet after deduction of the Excess, such payment discharging us from all further liability connected with such claim.
We and / or Healthy Pets have the right to request further information either directly from the Vet or from You to confirm the validity of the claim at Your expense.
2 Third Party Liability
(i) You shall not admit or accept liability, negotiate or make any payment or promise of payment without Our written consent.
(ii) You should immediately contact Healthy Pets on the above number and advise them of any possible claim. Healthy Pets will then give You instructions on what to do with any letter, claim, writ or summons.
(iii) You are required to provide Us with all the information that We may reasonably require.
(iv) We will have the sole conduct and control of any claim and legal proceeding relating thereto including the right to prosecute in Your name for Our benefit for any claim, damages or liability.
3 Death from Accident and Illness
You must obtain a Veterinary Certificate at Your own expense stating the date and cause of death. In the event that Your Pet is put to sleep (euthanised), You must obtain a Veterinary Certificate stating that this was necessary for humane reasons to terminate incurable suffering.
Death from Illness cover does not apply in the case of dogs that are 9 or more years of age and cats that are 11 or more years of age.
4 Advertising and Reward
In the event of Your Pet being lost, You should telephone Healthy Pets immediately and secure Our approval prior to any expenditure.
5 Theft and Straying
1. The loss of dogs should be reported to the Police within 24 hours of disappearance.
2. For cats and dogs you should telephone Healthy Pets and report the possible loss. A claim form should then be completed if there is no recovery of Your Pet after 45 days.
6 Accidental Damage
1. You should call Healthy Pets immediately You are aware of any circumstances likely to give rise to a property damage claim. Then complete the claim form which is sent to You, detailing the exact circumstances including the description of the articles damaged and their purchase price if known.
2. You should not admit any responsibility for the damage until the claim has been reported and considered by Us.
7 Boarding Kennel Fees
You should obtain at Your own expense receipted bills from the licensed boarding kennel or cattery, detailing dates and expenses incurred. You must also obtain at Your own expense confirmation of the period You or Your family members were in hospital and any additional information requested by Us.
8 Holiday Cancellation Costs
You should obtain at Your own expense the booking invoice and cancellation invoice from Your travel agent or tour operator. This should detail the total unrecoverable charges made and the date of cancellation / curtailment.
Caring for customers - Complaints Procedure
Our aim is to provide the highest level of service to You at all times in dealing with all aspects of Your insurance. We do, however, realise that things can go wrong occasionally. If You feel We have not achieved Our aim, please inform Us. Your feedback enables Us to monitor and improve the service We provide.
When You contact Us
Please give Us Your name and a contact number. Please quote Your Policy and/or claim number and the type of Policy You hold. Please explain clearly and concisely the reason for Your complaint. In the first instance, please contact our Claims Manager or Quality Manager using the below contact details:
For claims complaints
The Claims Manager The Quality Manager
Healthy Pets
The 1st Floor
The Connect Centre
Kingston Crescent
Portsmouth
Hants
PO2 8DE
For all other complaints:
The Quality Manager
Healthy Pets
6 Ridgeway Office Park
Bedford Road
Petersfield
Hants
GU32 3QF
Tel: 01730 268 592
Please ensure that You quote Your policy number in all correspondence and enclose any evidence or documentation that You wish Us to consider in reviewing Your complaint. We will do Our best to resolve Your complaint quickly and with the least inconvenience to You, and within the following timescales:
- We will acknowledge Your complaint within 2 working days of receipt.
- We will aim to resolve Your complaint within 5 working days.
- If further investigation is required, We will aim to resolve Your complaint within four weeks of receipt.
- If We are unable to resolve Your complaint within these timescales We will write to You to let You know why We have not been able to do so. Should You not be satisfied with the way We have handled Your question or You are not happy with the answer and want to complain please write to:
The Chief Executive
Healthy Pets Limited
6 Ridgeway Office Park
Bedford Road
Petersfield
Hants
GU32 3QF
We expect complaints to be satisfactorily resolved at this level; if, however. You remain unsatisfied, You can take the matter further by writing to:
The Claims Manager
AmTrust International Underwriters Limited
PO Box 10534
Dublin 2,
Ireland
Who will arrange an investigation into the matter and respond to You directly.
If You feel that You have still not received a satisfactory response, or Your complaint has not been resolved within eight weeks of Our receiving it, You may refer Your case to the Financial Ombudsman Service (the FOS), set up by the Financial Services Authority to review unresolved Complaints. The FOS can be reached at:
Law Applicable
You and We are free to choose the laws applicable to the Policy. As We are based in England, We propose to apply the laws of England and Wales and by purchasing this Policy You have agreed to this.
Data Protection
The Insurer and Healthy Pets will use the information You have provided for the purposes of fulfilling this insurance contract. Your information will be held for no longer than is necessary. By providing this information, You consent to Our processing personal and sensitive data about You where this is necessary or appropriate.
Your data may be sent to other companies in The Insurer’s Group or companies acting on The Insurer’s instructions including those located outside of the European Economic Area.
You are entitled to a copy of the information that is held about You. An administration fee will be charged for providing this information and request should be made, in writing, to Healthy Pets.
Financial Services Compensation Scheme (FSCS)
You may be entitled to compensation from either the Financial Services Compensation Scheme (FSCS) in the UK or from the Insurance Guarantee Scheme (IGS) in Ireland if The Insurer cannot meet its liabilities under this policy. The level of compensation provided will depend on the circumstances of the claim. Further information is available from the FSCS on +44 207 892 7300 or from the Irish Financial Regulator on +353 1 410 4000.
USEFUL TELEPHONE NUMBERS
New Policy, Customer Service and Renewal Enquiries
01730 268 592
(Telephone lines are open from 9.00am to 5.00pm weekdays.)
Claims enquiries:
01730 268 592 - To notify us of a possible claim
(Telephone lines are open from 9.00am to 5.00pm weekdays.)
0870 240 1495 - For all other claims enquiries
(Telephone lines are open from 8.00am to 6.00pm weekdays and 9.00am to 2.00pm Saturdays.)
Healthcare away from Home:
0870 240 1620
(Telephone lines are open from 8.00am to 6.00pm weekdays and 9.00am to 2.00pm Saturdays.)
Bereavement Counselling: 0870 1628 153
(Telephone lines are open 24 hours a day, 365 days a year.)
Pet Legal: 0870 1628 153
Telephone lines are open 24 hours a day, 365 days a year.)
Pet Minders: 0870 240 1620
Telephone lines are open from 8.00am to 6.00pm weekdays and 9.00am to 2.00pm Saturdays.)
PETS Helpline: 0845 933 5577
(Telephone lines are open 08.30am to 5.00pm weekdays only.)
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