Terms Of Business

Status Disclosure

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

Healthy Pets Limited is authorised and regulated by the Financial Conduct Authority

Healthy Pets Limited FCA Register Number is 311749. This can be verified by visiting the FCA website at www.fca.gov.uk/register or by contacting the FCA on 0300 500 8082.


You will not receive advice or a recommendation from us.

What we charge and how we get paid

The payment we receive in respect of your insurance policy will be the commission from insurers.

If the type of policy we sell reaches a specific sales and/or profitability target set by the insurers, they will also pay us an additional bonus.

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
Our aim is to get it right, first time, every time.

If you have a question or are not happy with the way we have sold or administered your policy please contact Healthy Pets:

Head of Healthy Pets, Healthy Pets Limited, No. 6 Ridgeway Office Park, Bedford Road, Petersfield Hampshire GU32 3QF

Tel: 01730 268 592 option 3. 

Our office hours

09.00 - 17.00 - Monday to Friday
CLOSED - Saturday & Sunday


Email: heretohelp@healthy-pets.co.uk. We aim to reply to your email within one working day.

Should you remain dissatisfied, having exhausted the complaint procedure as detailed in the Terms and Conditions you may approach the Financial Ombudsman Service. 


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 on installments 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 correction to your policy please write or telephone Healthy Pets. You may give us instructions or raise queries by e-mail at heretohelp@healthy-pets.co.uk please remember that receipt is not guaranteed and it is your responsibility to confirm that we have received your message.

Compensation Scheme

Healthy Pets Limited 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.


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. This will be confirmed by us sending to you your renewal documents detailing 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.


It is important that all information you give us verbally or in writing in proposing for, renewing or making changes to you 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

The Insurer, (Cranbrook Underwriting Limited, for and on behalf of QIC Europe Limited of 1 Minster Court, Mincing Lane, London, EC3R 7AA) 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.

Use of Personal Data

Healthy Pets is the Data Controller. Healthy Pets is part of The Ardonagh Group of companies, and we may share your information within The Ardonagh Group (see http://www.ardonagh.com 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 Ardonagh 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 No 6 Ridgeway Office Park, Bedford Road, Petersfield. HANTS GU32 3QF telephone number 01730 268 592 Email: heretohelp@healthy-pets.co.uk

You can also contact us for general data protection queries via email to DataProtection@ardonagh.com or in writing to The Data Protection Officer, care of the office of the Chief Information Officer, The Ardonagh Group, 2 Minster Court, Mincing Lane, London EC3R 7PD