Terms Of Business

Status Disclosure

Who are we?

Healthy Pets' business is Pet Insurance. Healthy Pets is an independent intermediary.

Healthy Pets is a trading name of Atlanta Insurance Intermediaries Limited. Authorised and Regulated by the Financial Conduct Authority.

Atlanta Insurance Intermediaries Limited’s FCA Register Number is 309599. This can be verified by visiting the FCA website.

Healthy Pets’ contact details are: Healthy Pets, Floor 2, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN.

Telephone 01730 450 996.

We offer insurance through one insurer. For details, please refer to your policy schedule. We act on your behalf, except where we collect or refund premiums which we will do on behalf of the insurer.

Advice

You will not receive advice or a recommendation from us when arranging pet insurance.

What we charge and how we get paid

When you buy a policy through us, the insurer pays us a percentage commission from the premium. 

If the type of policy we sell reaches a specific annual profit target, the insurer also pays us a share of this.

We obtain interest and investment returns when we temporarily hold money on behalf of you or the insurer.

What to do if you need to complain

What to do if you need to complain

At Healthy Pets , our aim is to always exceed your expectations and to get things right, on time, every time. We also recognise that sometimes mistakes can happen and we get things wrong.

If you need to complain, please contact Healthy Pets as follows:-

For any enquiry or complaint you may have regarding the sale or administration of this policy,

  • Calling our team on 01730 450 022 (option 4)
  • Writing to us at: Complaints, Healthy Pets, Complaints Department, Nile Street, Burslem, Stoke-On-Trent ST6 2BA
  • Completing our online feedback form.

Claims Related

For any enquiry or complaint you may have relating to claims , please contact:

Markerstudy Insurance Services Ltd, Floor 2, 5000 Lakeside, North Harbour, Portsmouth PO6 3EN

Email: [email protected]

If you should remain dissatisfied, once Swinton or TIF has had the opportunity to resolve your complaint, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS). For further details they can be contacted at Exchange Tower, Harbour Exchange Square, London E14 9SR.

Telephone: 0800 023 4567.

E-mail: [email protected]

Website: www.financialombudsman.org.uk

Cancellations

Any claim resulting from the death/permanent loss (referred as Total Loss) of the insured animal will result in the immediate cancellation of the contract and no refund of the annual premium will be allowed. The benefits under the policy are not transferable. Upon cancellation of the policy following a Total Loss, where the policy premium is being paid in instalments the outstanding balance is still due and we reserve the right to deduct any outstanding premium from any claim settlement.

Making amendments to your policy

Should you need to make any change or a correction to your policy, please write to or telephone Healthy Pets. You may give us instructions or raise queries by e-mail at [email protected]

Please remember that receipt is not guaranteed, and it is your responsibility to confirm that we have received your message.

Compensation Scheme

Healthy Pets is covered by the Financial Services Compensation Scheme (FSCS).

You may be entitled to compensation from the FSCS if we cannot meet our liabilities. You may be entitled to compensation up to £2,000 for the first part of any claim and 90% of the remainder. Further information about compensation scheme arrangements is available from the FSCS:

Financial Services Compensation Scheme (FSCS)

10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU.

Telephone: 020 7711 1100

Website: www.fscs.org.uk

Renewal

If you pay your premium by instalments, your policy will automatically renew on an annual basis for your convenience. Where we have your agreement, we will, when possible, renew your policy with an insurer who is more competitive. We’ll confirm this by sending your renewal documents detailing the premium payable and the terms and conditions applicable for the renewed policy. If you do not wish your policy to renew, you should return to us the schedule of insurance and cancel your direct debit mandate.

Disclosure

It is important that all information you give us verbally or in writing in proposing for, renewing or making changes to your insurance or making a claim is full and correct, and that you tell us about any changes. Failure to do so could later invalidate your policy or claims made under it, or result in an increased premium or additional terms.

Data Protection

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 of 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.

Use of Personal Data

Atlanta Insurance Intermediaries Limited is the Data Controller. Atlanta Insurance Intermediaries Limited is part of The Atlanta Group of companies, and we may share your information within The Atlanta Group (see https://www.atlantagroup.co.uk/ for details). We will use your personal information to:

  • Assess and provide the products or services that you have requested
  • Communicate with you in relation to servicing and administering your product
  • Develop new products and services
  • Undertake statistical analysis to help us improve our services and products
  • Contact you about products that are closely related to those you already hold with us
  • Provide additional assistance for these products or services
  • Notify you of important changes to products and functionality changes to our websites

Only where you have provided us with consent to do so, we may also from time to time use your information to provide you with details of offers relating to additional products and services from The Atlanta Group. We follow strict security procedures in the storage and disclosure of your personal information in line with industry practices.

Further information is contained in our Fair Processing Notice. This explains who we are, the types of information we hold, how we use it, who we share it with, how long we keep it for, and informs you of certain rights you have regarding your personal information. 

If you are unable to access this website, details can be obtained by contacting us at Healthy Pets, Floor 2, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN. Telephone number 01730 450 996 Email: [email protected]

You can contact us for general data protection queries by email to [email protected] or in writing to The Data Protection Officer, Atlanta Insurance Intermediaries Limited, Embankment West Tower, 101 Cathedral Approach, Salford, M3 7FB. Please advise us in as much detail as possible to comply with your request.