AUL Pet Healthcare Standard

YOUR CANCELLATION RIGHTS
When your application is accepted, we will give you 14 days in which you can change your mind and cancel the policy. You will receive a full refund of any premium paid providing you have not made a claim, in which case the refund will take into account any claim settlement you may have received.

SECTION 5 - MAKING A CLAIM
Please note that we cannot guarantee the validity of a claim over the phone. You will need to provide a completed claim form and we will notify You in writing of our decision.
(I) OBTAINING YOUR CLAIM FORM
Claim forms for other claims may be obtained by calling our Claims Department on 020 8207 9067.
(II) HOW TO CLAIM
Before making any claim please check your policy and certificate of insurance to see if you are covered. Please remember that any costs involved in the completion of claim forms must be paid by you.
(a) Veterinary Fees:
(i) Ring the Helpline
As soon as your insured pet shows any signs of an injury, illness or distress, we suggest you telephone the Helpline any time of the day or night on 0845 121 2431. Please make sure that you have your policy
number available when you telephone the Helpline.
Special Note:
If your insured pet has collapsed, is unconscious or been involved in a serious accident you should consult your vet immediately and then phone our Claims Department on 020 8207 9067 as soon as possible.
(ii) before the insured pet is treated, check your vet is prepared to complete our claim forms and provide invoices;
(iii) fill in the claim form and ask your vet to fill in their part. Please ensure that both you and your vet sign the form;
(iv) send us the claim form with the invoice(s) detailing the costs involved;
(v) you should normally send us your claim form at the end of treatment or within 6 weeks of the end of the period of cover if the treatment is not complete by that time.
(b) Death from Accidental Injury:
Fill in your claim form and forward it to us together with:
(i) a death certificate from your vet;
(ii) the original purchase receipt when you bought the insured pet;
(iii) if applicable, the pedigree certificate.
In the absence of a purchase receipt we reserve the right to restrict your claim to our assessment of the market value of your pet.
(c) Theft or Straying and Searching for/Finding your Pet:
(i) ask us for a claim form;
(ii) fill in your claim form and forward it to us together with:
(a) the police incident or crime number (for missing dogs);
(b) the original purchase receipt when you bought the insured pet;
(c) if applicable, the pedigree certificate; and
(d) receipts for any advertising costs and rewards.
Before incurring any advertising or reward costs please contact us to obtain approval.
(d) Your Hospitalisation:
(i) ask us for a claim form;
(ii) fill in your claim form; then
(iii) get it signed by your doctor or consultant; and
(iv) send us the completed form together with your boarding kennel or cattery receipts,
(e) Holiday Cancellation:
(i) ask us for a claim form;
(ii) send us the completed claim form filled in by you and your vet together with the booking invoice and cancellation invoice from your travel agent, tour operator or holiday organiser showing the booking date, dates of the holiday, cost of the holiday, cancellation or return home date and any expenses you cannot recover,
(f) Third Party Liability:
If someone is holding you responsible for an accidental injury or damage, caused by the insured pet:
(i) ask us for a claim form and our advice as soon as possible;
(ii) complete and return the claim form to us without delay together with full details in writing;
(iii) do not accept responsibility;
(iv) forward to us any legal claim form, summons or other legal document as soon as you receive it, without responding to it yourself.
(g) Waiver of Premium:
(i) ask us for a claim form;
(ii) fill in the claim form and provide us with details of:
(a) your doctor for an accidental injury or illness claim; or
(b) your former employer for an unemployment claim.
(h) European Extension of Cover:
(i) ask us for a claim form;
(ii) fill in your claim form and forward to us with:
(a) a receipt endorsed with the address and telephone number of the veterinary surgery providing the treatment; and
(b) other relevant receipts and documents to support your claim.

SECTION 4 - GENERAL CONDITIONS AND EXCLUSIONS
II) OUR RIGHTS AND RESPONSIBILITIES
(b) When you claim, if you have other insurance under which you can claim, we will only pay our share of the claim.

The following excesses are payable in respect of Veterinary Fees claims:
Dogs - less than 8 years old
STANDARD COVER
In each period of cover you will be required to pay 15% of the total treatment costs claimed for each condition, subject to a minimum of £70.
OPTIONS COVER
In each period of cover you will be required to pay 25% of the total treatment costs claimed for each condition, subject to a minimum of £70.
ELDERLY ANIMALS
Dogs - 8 years and over
STANDARD COVER
In each period of cover you will be required to pay 20% of the total treatment costs claimed for each condition, subject to a minimum of £70.
OPTIONS COVER
In each period of cover you will be required to pay 30% of the total treatment costs claimed for each condition, subject to a minimum of £70.

SECTION 3 - YOUR INSURANCE COVER
(IX) OVERSEAS TRAVEL EXTENSION OF COVER
(a) We will reimburse you, subject always to the limit of indemnity as stated in Section 2. - Schedule of Cover, if during the period of insurance:
(i) you take your insured pet to any country included in the Pet Travel Scheme (PETS) (England) Order 1999 (as amended, supplemented or re-enacted) or the Republic of Ireland;
(ii) you comply with all the requirements of the PETS; and
(iii) you incur a claim under the terms and conditions of this policy.
(b) You are covered for:
(i) up to 90 days per annum in any of the countries included in the PETS and the Republic of Ireland;
(ii) up to the amounts stated in Section 2. - Schedule of Cover except for veterinary fees which are limited to a maximum of £750 whilst the insured pet is outside the United Kingdom, the Channel Islands, Northern Ireland, or the Isle of Man..
(c) We will not pay for:
(i) any costs associated with complying with the requirements of the PETS;
(ii) claims arising outside the designated PETS countries, the United Kingdom, the Channel Islands, Northern Ireland, the Isle of Man and the Republic of Ireland;
(iii) any claims for veterinary treatment not supported by a receipt endorsed with the address and telephone number of the veterinary surgery providing treatment;
(iv) any claim for third party liability outside the United Kingdom, Northern Ireland, the Isle of Manor the Channel Islands.

SECTION 3 - YOUR INSURANCE COVER
(I) VETERINARY FEES
We will reimburse you up to the amount stated in Section 2. - Schedule of Cover for the cost of any treatment the insured pet has received during the period of cover for illness or accidental injury.
(a) You are covered for:
(vi) fees for dental treatment to relieve suffering provided the pet has been insured under this policy for at least 2 years, no dental treatment has been recommended during this time and there is a history of regular routine check ups; and
(b) We will not pay for:
(xx) dental treatment to relieve suffering unless the pet has been insured under this policy for at least 2 years, no dental treatment has been recommended during this time and there is a history of regular routine check ups; or
(xxi) fees for the treatment of deciduous teeth if your insured pet is over 16 weeks of age at the start date.

SECTION 3 - YOUR INSURANCE COVER
(I) VETERINARY FEES
We will reimburse you up to the amount stated in Section 2. - Schedule of Cover for the cost of any treatment the insured pet has received during the period of cover for illness or accidental injury.
(a) You are covered for:
(v) up to 25% of the cost of a clinical diet for your insured pet for a maximum treatment period of 6 months per condition, provided it is recommended by your vet for a treatable condition other than weight loss;

SECTION 3 - YOUR INSURANCE COVER
(I) VETERINARY FEES
We will reimburse you up to the amount stated in Section 2. - Schedule of Cover for the cost of any treatment the insured pet has received during the period of cover for illness or accidental injury.
(a) You are covered for:
(i) vet fees for treating the illness or accidental injury (including injuries caused by fire, lightning and poisoning);
(ii) fees for any alternative medicine your vet recommends;
(iii) up to £250 per year towards complementary treatment following an accidental injury or illness when recommended by your vet;

Yes However, policy states:-
SECTION 1 - DEFINITION OF TERMS
complementary treatment means physiotherapy, hydrotherapy, osteopathy, aromatherapy, crystals, bach flower therapy, massage and healing, acupuncture or chiropractic treatment.
SECTION 3 - YOUR INSURANCE COVER
(I) VETERINARY FEES
We will reimburse you up to the amount stated in Section 2. - Schedule of Cover for the cost of any treatment the insured pet has received during the period of cover for illness or accidental injury.
(iii) up to £750 per year towards complementary treatment following an accidental injury or illness when recommended by your vet;

Yes However, policy states:-
SECTION 1 - DEFINITION OF TERMS
complementary treatment means physiotherapy, hydrotherapy, osteopathy, aromatherapy, crystals, bach flower therapy, massage and healing, acupuncture or chiropractic treatment.
SECTION 3 - YOUR INSURANCE COVER
(I) VETERINARY FEES
We will reimburse you up to the amount stated in Section 2. - Schedule of Cover for the cost of any treatment the insured pet has received during the period of cover for illness or accidental injury.
(iii) up to £750 per year towards complementary treatment following an accidental injury or illness when recommended by your vet;

Yes However, policy states:-
SECTION 1 - DEFINITION OF TERMS
complementary treatment means physiotherapy, hydrotherapy, osteopathy, aromatherapy, crystals, bach flower therapy, massage and healing, acupuncture or chiropractic treatment.
SECTION 3 - YOUR INSURANCE COVER
(I) VETERINARY FEES
We will reimburse you up to the amount stated in Section 2. - Schedule of Cover for the cost of any treatment the insured pet has received during the period of cover for illness or accidental injury.
(iii) up to £750 per year towards complementary treatment following an accidental injury or illness when recommended by your vet;

Yes However, policy states:-
SECTION 1 - DEFINITION OF TERMS
complementary treatment means physiotherapy, hydrotherapy, osteopathy, aromatherapy, crystals, bach flower therapy, massage and healing, acupuncture or chiropractic treatment.
SECTION 3 - YOUR INSURANCE COVER
(I) VETERINARY FEES
We will reimburse you up to the amount stated in Section 2. - Schedule of Cover for the cost of any treatment the insured pet has received during the period of cover for illness or accidental injury.
(iii) up to £750 per year towards complementary treatment following an accidental injury or illness when recommended by your vet;

Yes However, policy states:-
SECTION 1 - DEFINITION OF TERMS
complementary treatment means physiotherapy, hydrotherapy, osteopathy, aromatherapy, crystals, bach flower therapy, massage and healing, acupuncture or chiropractic treatment.
SECTION 3 - YOUR INSURANCE COVER
(I) VETERINARY FEES
We will reimburse you up to the amount stated in Section 2. - Schedule of Cover for the cost of any treatment the insured pet has received during the period of cover for illness or accidental injury.
(iii) up to £750 per year towards complementary treatment following an accidental injury or illness when recommended by your vet;

SECTION 3 - YOUR INSURANCE COVER
(I) VETERINARY FEES
We will reimburse you up to the amount stated in Section 2. - Schedule of Cover for the cost of any treatment the insured pet has received during the period of cover for illness or accidental injury.
(iv) fees for euthanasia of your insured pet if recommended by or agreed with your vet;
(b) We will not pay for:
(i) more than the maximum benefit detailed in Section 2 - Schedule of Cover;
(ii) the excess and any conditions stated on your certificate of insurance;

SECTION 3 - YOUR INSURANCE COVER
(II) ACCIDENTAL DEATH
We will reimburse you the price you paid for the insured pet up to the amount stated in Section 2. - Schedule of Cover (£500), if it dies during the period of cover following accidental injury. If you did not pay for the insured pet or have no formal proof of payment, we will pay you its market value.
(a) We will pay this benefit:
(i) in addition to any vets fees already paid to treat the insured pet for the accidental injury; and/or
(ii) if the insured pet dies as a result of an accidental injury involving fire, lightning or poisoning,
(b) We will not pay this benefit:
(i) if the insured pet dies as a result of an illness; or
(ii) if the insured pet dies as a result of poisoning first occurring or showing clinical signs within 28 days of the start date.

SECTION 3 - YOUR INSURANCE COVER
(IV) SEARCHING FOR/FINDING THE INSURED PET
a) We will reimburse you up to the amount stated in the Section 2. - Schedule of Cover (£500) for advertising, rewards and other costs during the period of cover, if you try to find the insured pet after it is stolen or strays. However, you must contact us and obtain our agreement before incurring any costs for trying to find the insured pet.
(b) We will not:
(i) reimburse your costs if the method of finding the insured pet is unreasonable;
(ii) pay if the insured pet is stolen or strays within 14 days of you taking out the policy; and
(iii) pay any reward not supported by a signed receipt giving the name, address and telephone number of the person who found the insured pet.

SECTION 3 - YOUR INSURANCE COVER
(IV) SEARCHING FOR/FINDING THE INSURED PET
a) We will reimburse you up to the amount stated in the Section 2. - Schedule of Cover (£500) for advertising, rewards and other costs during the period of cover, if you try to find the insured pet after it is stolen or strays. However, you must contact us and obtain our agreement before incurring any costs for trying to find the insured pet.
(b) We will not:
(i) reimburse your costs if the method of finding the insured pet is unreasonable;
(ii) pay if the insured pet is stolen or strays within 14 days of you taking out the policy; and
(iii) pay any reward not supported by a signed receipt giving the name, address and telephone number of the person who found the insured pet.

SECTION 3 - YOUR INSURANCE COVER
(III) LOSS THROUGH THEFT OR STRAYING
(a) We will reimburse you the price you paid for the insured pet up to the amount stated in Section 2. - Schedule of Cover (£500), if during the period of cover:
(i) the insured pet is stolen or strays; and
(ii) is not recovered within 30 days,
(b) If you did not pay for the insured pet or have no formal proof of payment, we will pay you its market value,
(c) As soon as you find out the insured pet is missing, you must tell all vets within a reasonable distance of where the insured pet was last seen. If your animal is a dog you must also tell the police and ask for an incident or crime number when reporting your loss
(d) If the insured pet is found after we have paid you, you must repay us all the money you received. We may take legal action to recover the money if you fail to repay.
(e) We will not pay if the insured pet is stolen or strays within 14 days of you taking out the policy.

SECTION 3 - YOUR INSURANCE COVER
(V) YOUR HOSPITALISATION
(a) We will reimburse you up to the amount stated in Section 2. - Schedule of Cover (£500) in kennel or cattery fees, if during the period of cover:
(i) you are ill or injured and have to spend more than 48 hours in hospital;
(ii) the insured pet stays in a licensed kennel or cattery while you are in hospital,
(b) We will pay a daily rate of £4, subject to the maximum benefit, for someone who is not living with you to look after the insured pet while you are in hospital,
(c) We will not pay any costs resulting from:
(i) your pregnancy or giving birth;
(ii) your hospitalisation for alcoholism, drug abuse, attempted suicide or self inflicted injuries; or
(iii) your hospitalisation for an illness or accidental injury first occurring or showing symptoms before the start date or an illness first occurring or showing clinical signs within 14 days of the start date.

SECTION 3 - YOUR INSURANCE COVER
(VI) HOLIDAY CANCELLATION
(a) We will reimburse you up to the amount stated in Section 2. - Schedule of Cover (£500), if during the period of cover, you cancel your holiday less than 7 days before you were due to leave or come home early because the insured pet goes missing while you are away or your vet advises the insured pet needs life-saving treatment.
(b) We will not pay:
(i) costs for anyone else who was on holiday with you;
(ii) if you cancel your holiday or come home early because the insured pet needs treatment which is not life-saving;
(iii) if you cancel your holiday or come home early because the insured pet needs treatment arising from an illness first occurring or showing clinical signs before inception of the policy or first occurring or showing clinical signs within 14 days of the start date;
(iv) if you booked your holiday less than 28 days before you were due to leave; or
(v) if you can get these expenses back from any other source, e.g. travel insurance.

SECTION 1 - DEFINITION OF TERMS
Helpline
- means the helpline operated by Petcall, a trading name of Vetsdirect Limited. Company Number: SC230445. Registered office: Monachyle, Watt Road, Bridge of Weir, Renfrewshire PA11 3DN.

SECTION 3 - YOUR INSURANCE COVER
(V) YOUR HOSPITALISATION
(b) We will pay a daily rate of £4, subject to the maximum benefit, for someone who is not living with you to look after the insured pet while you are in hospital

SECTION 3 - YOUR INSURANCE COVER
(VIII) WAIVER OF PREMIUM
We will pay your premiums for up to 6 months in the event that you are unable to work during the period of cover as a result of an accidental injury, illness or period of involuntary unemployment,
(a) We will pay:
(i) one month's premium for each complete 30 day period you are unable to work;
(ii) for a maximum of 6 payments during any one period of cover
(b) We will not pay:
(i) if your inability to work first occurs during the first 30 days from the start date;
(ii) if your inability to work results from a condition or any complication directly attributable to that condition or any symptoms related to that condition you had before you took out the policy;
(iii) if you are under 18 years or over 65 years of age;
(iv) if you were not in full-time employment;
(v) if you were working for less than 16 hours per week at the start of your period of cover;
(vi) if you were aware of impending unemployment when you took out the policy; or
(vii) any costs of your inability to work including fees charged by your doctor for completing claim forms.