Terms & Conditions / Policy Wording

In return for having accepted Your premium We will in the event of injury loss or damage happening within the Period of Insurance provide indemnity as described in the following pages and referred to in Your schedule.

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

Your Pet
Dog(s) or Cat(s) specified in the schedule.

Vet
Qualified Veterinary Surgeon.

Period of insurance
The dates shown on the Schedule of Insurance.

Healthy Pets
Healthy Pets is a trade name of Healthy Pets Limited and Acting as agents to the Insurers. Policies are arranged and administered by Healthy Pets (Reg No. 3209135). Registered in England,at No 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.

We/Us/Our/the Insurers
AXA Insurance UK plc. Registered in England No 78950. (Registered office: 5 Old Broad Street, London, EC2N 1AD) AXA Insurance UK plc is 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.

Incident
A specifically identifiable Accident, Injury, disease or condition. Recurring and/or chronic conditions shall be considered as one loss. Such conditions being defined as:- a) clinical manifestations resulting in the same diagnosis (regardless of the number of incidents or areas of the body affected) to which Your Pet has an ongoing predisposition or susceptibility related in any way to the original claim; or, b) conditions which are incurable and likely to continue for the remainder of Your Pet's life. Illness Physical disease, sickness, infection or failure which is not caused by Injury.

Illness
Physical disease, sickness, infection or failure which is not caused by Injury.

Injury
Physical damage or trauma caused by an Accident.

Accident
Sudden and unexpected event which happens during the Period of Insurance which results in bodily Injury or death to Your Pet.

Treatment
Means any examination, consultation, advice, tests, xrays, medication, surgery, nursing and care provided by a Vet or a member of a professional organisation acting under their direction.

You, Your
The person specified on the Policy schedule as the policyholder and owner of Your Pet.

Excess
The amount You must pay for each unrelated Injury or Illness treated during the Period of Insurance.

Terrorism
Means 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 government(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.

Policy
Means Your policy booklet and most recent Policy schedule which includes any endorsement that applies.

Pre-existing Condition
Conditions which existed prior to the inception of the policy are not covered under this policy unless otherwise stated by us. However, if the pet is free of symptoms, treatment, medication, tests or advice for the condition for a period of one continuous year after the inception date of cover the condition would be eligible for cover.

THE BENEFIT TABLE

(Please refer to your policy schedule to establish the level of cover you have chosen)

Bronze Silver Gold Vet's Fees £1,000 £3,000 £5,000 Vet Fees Excess £50 £50 £50 Cover for ongoing conditions Yes Yes Yes Accidental Damage No No £500 Death from Illness* - £250 £750 Death from Accident* - £250 £750 Advertising & Reward - £250 £750 Theft or Straying - £250 £750 Third Party Liability & Legal Expenses Dogs Only £1,000,000 £1,000,000 £1,000,000 Boarding Kennel Fees - £250 £1000 Holiday Cancellation - £250 £2,000 Veterinary Helpline Yes Yes Yes Bereavement Counselling Helpline Yes Yes Yes Pet Legal Helpline Yes Yes Yes Pet Minders Helpline Yes Yes Yes Pay Vet Direct Yes Yes Yes Overseas Travel 30 days 30 days 12 months

Policy wording1 Version 3 - Oct 2004 FSA

Applicable to Bronze, Silver and Gold Plans

(Please refer to your policy schedule to establish the level of cover you have chosen.)

Section 1:

Veterinary Fees Cover

We will pay You for all reasonable and customary charges made for Treatment carried out by a Vet. Cover is provided for an Accident, Illness or Disease occurring to Your Pet, subject to the indemnity limit of £1,000 (Bronze) or £3,000 (Silver) or £5,000 (Gold) dependent on the cover selected and Excess as specified below and subject to written notice of such Accident, Illness or Disease having been given to Healthy Pets within 60 days of occurrence. The limit of cover and Excess are on a per Incident basis.

Cover is continuous for each separate Incident up to the limit of the policy, subject to cover still being in force and relevant premiums having been paid. Treatment in respect of any condition can continue until the original Vet fees limit has been reached.

Continuous Treatment is subject to the policy remaining in force, being continuously renewed at each anniversary and premiums paid up to date.

We cover fees for alternative medicine which the Vet recommends and as approved by Us (subject to approval We will authorise a limited number of hydrotherapy sessions provided these are administered by a member of the Canine Hydrotherapy Association.)

As well as the General Conditions applying to all Sections the following exclusions and conditions apply:

Exclusions:

1. The Company will not be liable for:
   (Please refer to your current policy schedule to establish the excess / co-insurance applicable.)
   1. The first £50 of each and every claim unless You have opted for a Policy on a co-insurance basis, where the Excess will be 10% of the cost of the Treatment (subject to a minimum of £35) on each and every claim.
   2. Any Treatment after the policy has lapsed/expired.
2. Veterinary fees in connection with:
   1. Any pre-existing conditions or illness unless previously agreed by Healthy Pets.
   2. 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.)
   3. Preventative and elective Treatments, routine examinations and Treatment including but not limited to routine spaying or castration, whelping or kittening or to any treatment in connection with pregnancy or parturition.
   4. Organ transplantation.
   5. Behavioural problems and training unless caused as a direct result of an insured Incident occurring during the Period of insurance.
   6. Non-essential hospitalisation and / or house calls unless the Vet declares that to move Your Pet would seriously endanger its health.
   7. Diet foods, other than for a 4 week period for a specific Incident.
   8. The cost of dentistry except as result of an Accident.
   9. Any claim for any form of special diet, housing, or bedding needed for the Treatment or general wellbeing of Your Pet.
   10. Any claim for cryptorchidism.
   11. Any claim as a result of a 'notifiable' disease e.g. Rabies.
   12. 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.

Section 2:

Third Party Liability Cover (applicable to Dogs only)

This cover applies unless You are already insured under any other householders' or liability policy or unless the cover provided by that policy has been exhausted. 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 Incident 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.

As well as the General Conditions applying to all Sections the following exclusions apply: The insurer 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 the 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 policy period 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 Plans 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 £250 (Silver) or £750 (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.
   
   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.

Subject to the General Conditions applying to all Sections.

Section 4:

Death from Accident

1. We will pay You up to the purchase price, or up to a maximum of £250 (Silver) or £750 (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.

Subject to the General Conditions applying to all Sections.

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 (Silver) and £750 (Gold).

Subject to the General Conditions applying to all Sections.

Section 6:

Theft and Straying

1. We will pay You up to the purchase price or a maximum of £250 (Silver) and £750 (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 60 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.

Subject to the General Conditions applying to all Sections.

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 £250 (Silver) and £1000 (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 days. As well as the General Conditions applying to all Sections the following exclusions apply:

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 known 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 cancellation and curtailment costs up to a maximum limit of £250 (Silver) and £2000 (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 cancellation or curtailment. As well as the General Conditions applying to all Sections the following exclusions apply:

Exclusions: We will not be liable for:

1. Non life-saving operations.
2. Any pre-existing or foreseeable condition or disease 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 caused by Your Pet named in the schedule. As well as the General Conditions applying to all Sections the following exclusions apply:

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 or any person entrusted with the care, control and custody of Your Pet.

Applicable to Bronze, Silver and Gold Cover Helplines

Helplines

All policies include access to the following helplines (calls may be monitored or recorded):

Healthcare away from Home:

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 helplines so we can identify the nearest Vet for You.

Telephone 0870 850 2306
(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.)

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 850 2306
(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 long haul countries as defined by DEFRA).

Telephone PETS Helpline 0845 933 5577
(Telephone lines are open 8.30am to 5.00pm weekdays only.)

Territorial Limits

Your Pet is covered whilst away from home with You in the United Kingdom, Northern Ireland, Isle of Man, Channel Islands and including Eire but only up to a maximum stay of 30 days during the policy period. In accordance with the European Economic Community regulations 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 long haul countries as defined by DEFRA), but only for a maximum stay of thirty (30) days during the policy period in respect of Bronze or Silver Cover or unlimited overseas travel during the Period of Insurance in respect of Gold cover.

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.
   1. for claims resulting from pre-existing conditions
   2. for claims made outside of the Period of insurance
   3. 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.
2. 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.
3. Any claims under any section of cover where premium has not been paid.
4. Any claims arising outside the territorial limits of the United Kingdom, Northern Ireland, Isle of Man, Channel Islands, Eire and the Member Countries of the PETS Travel Scheme (Excluding long haul countries as defined by DEFRA).
5. 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.
6. Any claim or liability directly caused or contributed to, by or arising from:
   1. Ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel.
   2. The radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component of such assembly.
7. Any claim resultant of 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.
8. Any animal which should be registered under the UK government's Dangerous Dogs Act 1991.
9. Malicious or willful injury or gross negligence to Your Pet caused by You, Your agents, employees or members of Your family.
10. Any claims where medication has not been recommended by a Vet.
11. 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.)
12. The use of Your Pet for commercial guard security or racing.
13. Any liability where the insured is entitled to indemnity under any other insurance.
14. Any loss arising directly or indirectly out of infringement of UK animal health and importation legislation.
15. Any pet sold or where any financial interest whatsoever is parted with by You, whether temporarily or permanently.
16. Any claim under section 3 (Death to Your Pet by illness) for dogs aged 9 and above and cats aged 11 and above.

General Conditions

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.

1. It is warranted 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 and feline influenza in the case of cats or as advised by a Vet. All vaccinations must be administered under veterinary supervision. Furthermore there is no cover 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 Healthy Pets.
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. If You make any claim knowing this to be false or fraudulent or if You fail to observe and fulfil the terms and conditions of this Policy, then all cover under this policy will become void.
7. You may cancel this Policy at any time by writing to Healthy Pets, No 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.)
8. If You wish to cancel this policy within 14 days of receipt of the policy documents You may do so by writing to Us 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.
9. This insurance may be terminated by Us and / or Healthy Pets, for any reason, by sending at least 5 days' written notice of cancellation to the address shown in the schedule. A proportionate refund of any premium paid (less an administration fee) 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, alternatively we may deduct any balance of premium from the claims settlement.
10. Following a claim, we shall be entitled to take over and exercise any rights in Your name against any other party for its own benefit and at its own expense to recover any payment it has made under this Policy.
11. 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.
12. 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.
13. Your Pet must not have previously displayed vicious or aggressive behaviour.
14. You and We are free to choose the law applicable to this policy. You will be governed by the law of England and Wales unless You, and the insurer have agreed otherwise.

Claims Conditions

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. If no purchase receipt can be produced then We will pay the replacement cost of a similar pet up to the above stated maximum limits of indemnity.
5. 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 willful 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.

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 (long haul 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: 0870 011 6564
(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.

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. 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 has 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
   1. You shall not admit or accept liability, negotiate or make any payment or promise of payment without Our written consent.
   2. 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.
   3. You are required to provide Us with all the information that We may reasonably require.
   4. We will have the sole conduct and control of any claim and legal proceeding relating thereto including the right to prosecute in the name of the insured but 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 (euthanased), You must obtain a Veterinary Certificate stating that this was necessary for humane reasons to terminate incurable suffering. Death by illness 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 60 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.

Complaints Procedure

If You have cause for complaint, it is important You know We are committed to providing You with an exceptional level of service and customer care. We realise, however, that things can go wrong and there may be occasions when You feel that We have not provided the service You expect. When this happens We want to hear about it so that We can try to put things right.

Who to contact

The most important factors in getting Your complaint dealt with as quickly and efficiently as possible are to be sure You are talking to the right person and that You are giving them the right information.

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.

Step One - Initiating Your Complaint:
Please contact our Customer Services Department on telephone number 0870 011 6564 or write to:
The Quality Manager
Healthy Pets
No 6 Ridgeway Office Park
Bedford Road
Petersfield
HAMPSHIRE
GU32 3QF

We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if You are not satisfied, You can take the issue further.

Step Two
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
No 6 Ridgeway Office Park
Bedford Road
Petersfield
HAMPSHIRE
GU32 3QF

Step Three - Contacting AXA Head Office
If Your complaint is still not resolved by this stage contact the Head of Customer Care who will arrange for an investigation on behalf of the Chief Executive.
Customer Care
AXA Insurance
Civic Drive
Ipswich
IP1 2AN
Tel: (01473) 205926
Fax: (01473) 205101
e:mail: customercare@axa-insurance.co.uk

Step Four - Beyond AXA
If AXA have given their final response and You are still dissatisfied, You may refer the matter to :
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800, or fax: (020) 7964 1001.

The Financial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after We have provided You with written confirmation that Our internal complaints procedure has been exhausted. Referral to the Financial Ombudsman does not affect Your right to take legal action against AXA Insurance. Please quote Your policy number in any communication.

Preventing Fraud

We and/or Our agents, along with other insurers pass information to fraud prevention and credit reference agencies. We may pass your details to the Claims and Underwriting Exchange Register run by the Insurance Database Services Ltd and Insurance Hunter, a central insurance anti-fraud system and other databases, to which other insurers may have access.

Data Protection

We and / or 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. We may send your information in confidence for processing to other companies within the AXA group (or companies acting on our instructions) including those located outside 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 requests should be made, in writing, to Healthy Pets.

USEFUL TELEPHONE NUMBERS

New Policy enquiries: 0870 011 6564
(Telephone lines are open from 9.00am to 5.00pm weekdays.)

Customer Service enquiries: 0870 011 6564
(Telephone lines are open from 9.00am to 5.00pm weekdays.)

Renewal enquiries: 0870 011 6564
(Telephone lines are open from 9.00am to 5.00pm weekdays.)

Claims enquiries: 0870 011 6564 - To notify us of a possible claim (Telephone lines are open from 9.00am to 5.00pm weekdays.)
0870 240 1495 - For all other enquiries (Telephone lines are open from 8.00am to 6.00pm weekdays.)

Healthcare away from Home: 0870 850 2306
(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 850 2306
(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 8.30am to 5.00pm weekdays only.)