AXA Pet Insurance

General conditions applicable to the whole policy
7. Statutory Cancellation Rights
You may cancel this Policy within 14 days of receipt of the Policy documents (new business) or the renewal date (the Cancellation Period) by writing to Us at the following address during the Cancellation Period:
Customer Service
AXA Pet Insurance
City Plaza
Temple Row
Birmingham
B2 5AB
There is no refund of premium in the event of a claim for death by accident, theft or straying. However, in all other cases, We will retain an amount of premium in proportion to the time You have been on cover and
refund the balance to You.
In the event of a claim for death by accident, theft or straying, if You are paying by instalments, You will either have to continue with the instalment payments until the Policy renewal date or We may at Our discretion, deduct the outstanding instalments due from any claim payment made.

What to do in the event of a claim
If You wish to make a claim or You require advice on any related matter please call Us on the Pet Claims Line telephone number below.
Please retain all receipted invoices forming part of Your claim and submit them with the completed claim form.
Please refer to the Special Conditions Relating to Claims under each section of Your Policy for further help and information.
Pet Claims Line: 0121 224 6782 Our lines are open between 9am & 5pm Monday to Friday.

Claims conditions applicable to the whole policy
1. If You make a claim and there is any other insurance covering the same event under which You are entitled to payments, We will only pay Our proportion of the claim.

Section 1 - Veterinary fees
What We will pay
2. Costs of Treatment for behavioural problems carried out by a specialist under the direction of a Vet up to the Maximum Benefit of £250 per Condition.

Section 1 - Veterinary fees
What We will pay
3. The cost of a clinical diet for Your Pet, up to the Maximum Benefit of £200 per Condition for a maximum period of 4 weeks, as long as it is recommended by Your Vet in order to treat a Condition and is only available from Your Vet. In this case We will pay the difference between the normal cost of feeding Your Pet and what You pay for the diet.

Section 1 - Veterinary fees
What We will pay
1. Complementary Treatment carried out by a Vet or under the direction of a Vet up to the Maximum Benefit of £250 per Condition.
What We will not pay
10. Complementary Treatments that are not carried out under the direction of a Vet.
Definitions state:-
Complementary Treatment
means physiotherapy, acupuncture, osteopathy, hydrotherapy and chiropractic that results from a valid claim under this insurance.
Treatment
means any examination, consultation, advice, tests, x-rays, medication, surgery, nursing and care provided by a Veterinary practice or a member of a professional organisation acting under their direction.

Section 14 - Repeat tick and worming treatment
What We will pay
We will reimburse You if, as a direct result of Your departure for the United Kingdom being delayed by Your Carrier, reasonable fees are incurred by You in getting repeat tick and worming Treatment for Your Pet.
What We will not pay
1. Any costs incurred in obtaining the initial tick and worming Treatment.
2. Any costs incurred if the initial tick and worming Treatment was not performed in the time-scale required by the Pet Travel Scheme.
3. Any costs incurred if the tick and worming Treatment was not necessary in order to comply with the Pet Travel Scheme.
4. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
You must retain all relevant receipts because We will require You to support Your claim with evidence of expenditure.
We will ask You to support Your claim with documentary evidence that the initial tick and worming Treatment was obtained and that this was done in the time-scale required by the Pet Travel Scheme.
We will ask You to support Your claim with evidence that the tick and worming Treatment was necessary in order to comply with the Pet Travel Scheme.

8 weeks
General exclusions applicable to all sections of the policy
We will not pay for claims arising directly or indirectly from:
1. Your Pet being under 2 months of age.

Section 1 - Veterinary fees
What We will pay
5. The cost of cremation up to the Maximum Benefit of £100 if Your Pet dies or is put to sleep by a Vet as a result of an accident or Illness covered by this Policy.
What We will not pay
16. Any amount under the pet cremation benefit, unless the cause of death is covered under
Section 7 Accidental Death or
Section 8 Death from Illness.

Section 8 - Death from illness
What We will pay
The Purchase Price up to the Maximum Benefit of £1,000 if Your Pet dies or has to be put to sleep by a Vet as a result of an Illness.
If You did not pay for Your Pet or cannot provide evidence of the Purchase Price We will pay the Market Value instead.
What We will not pay
1. Any amount if the death results from injury or Illness first occurring or showing Clinical Signs before Your Pets cover started.
2. Any amount if the death results from an Illness first occurring or showing Clinical Signs within 14 days of Your Pets cover starting.
3. Any amount if the death results from an Illness which is the same as an Illness in any part of Your Pets body that first showed Clinical Signs before or within 14 days of Your Pets cover starting.
4. Any claims that result from any Illness that Your Pet should have been vaccinated against. For dogs vaccinations should be for distemper, hepatitis, leptospirosis, parvovirus and for cats feline infectious enteritis, feline leukaemia and cat flu.
5. Any claim if Your Pet is aged over 8 years at the time of the loss.
6. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
You must send Us a death certificate from Your Vet (at Your expense), together with any pedigree certificate and receipt for the original purchase of Your Pet.

Section 7 - Accidental death
What We will pay
The Purchase Price up to the Maximum Benefit of £1,000 if Your Pet dies or has to be put to sleep by a Vet following an accident.
If You did not pay for Your Pet or cannot provide evidence of the Purchase Price We will pay the Market Value instead.
What We will not pay
1. Death caused by an Illness or disease.
2. Any amount after 6 months from the date of the loss.
3. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
Please send Us a death certificate from Your Vet (at Your expense) or if not available a statement from an independent witness, together with any pedigree certificate and receipt for the original purchase of Your Pet.

Section 5 - Advertising and reward costs
What We will pay
1. The cost of local advertising up to the Maximum Benefit per Period of Insurance of £1,000 if Your Pet is lost or stolen.
2. Up to the Maximum Benefit per Period of Insurance of £250 for the reward costs to recover Your Pet if it is lost or stolen.
What We will not pay
1. Any reward to a person living with You.
2. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
Please send Us full details of the circumstances including copies and a receipt for any advertisements that You have placed.
If You are claiming for the recovery of a reward We will also need a receipt giving Us the full name and address of the person who found Your Pet and the amount You have paid them.

Section 5 - Advertising and reward costs
What We will pay
1. The cost of local advertising up to the Maximum Benefit per Period of Insurance of £1,000 if Your Pet is lost or stolen.
2. Up to the Maximum Benefit per Period of Insurance of £250 for the reward costs to recover Your Pet if it is lost or stolen.
What We will not pay
1. Any reward to a person living with You.
2. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
Please send Us full details of the circumstances including copies and a receipt for any advertisements that You have placed.
If You are claiming for the recovery of a reward We will also need a receipt giving Us the full name and address of the person who found Your Pet and the amount You have paid them.

Section 6 - Theft or straying
What We will pay
The Purchase Price up to the Maximum Benefit of £750 if Your Pet is stolen or goes missing.
If You did not pay for Your Pet or cannot provide evidence of the Purchase Price We will pay the Market Value instead.
What We will not pay
1. Any amount until 90 days after the date of the loss.
2. Any amount after 6 months from the date of the loss.
3. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
If You have lost a dog You must report this to the police within 24 hours of becoming aware that the dog is missing.
In the case of cats You must make enquiries with local rescue centres.
Please send Us any pedigree certificate and receipt for the original purchase of Your Pet.
If Your Pet is eventually found or returns You must repay the full amount that We have paid under this section of Your insurance.

Section 3 - Emergency boarding kennel and cattery fees
What We will pay
The cost of boarding Your Pet at a licensed premises up to £100 per week up to a Maximum Benefit per Period of Insurance of £750 if You or any member of Your family permanently residing with You should suffer any illness, condition, disease or accidental physical injury which necessitates You or any member of Your family permanently residing with You having to go into hospital for emergency treatment as an in-patient.
What We will not pay
1. Any hospitalisation that is either known or foreseeable before cover for Your Pet started.
2. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
There must be no member of Your immediate family able to look after Your Pet.
The claim must be supported by receipts from the kennels or cattery showing the dates and daily cost of boarding.
The claim must be supported by a medical certificate or confirmation from Your doctor or the hospital that confirms the dates and length of Your visit.

Section 9 - Holiday cancellation
What We will pay
Any travel and accommodation expenses up to the Maximum Benefit per Period of Insurance of £3,000 that You cannot recover if You or any member of Your family permanently residing with You have to cancel or cut short Your holiday because Your Pet has:
1. Gone missing while You are away.
2. Is injured or shows the first Clinical Signs of any Illness while You are away or up to 7 days before You leave and needs immediate life saving surgery.
What You pay
The amount of the Excess shown in Your schedule.
What We will not pay
1. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
You must send Us confirmation of the Treatment signed by Your Vet. We will also require cancellation invoices from Your travel agent, tour operator or other holiday sales organisation.
The invoices must show the dates and total cost of Your holiday, the date You decided to cancel or return home and any expenses that You cannot recover.

Section 11 - Accidental damage
What We will pay
Any costs incurred up to the Maximum Benefit per Period of Insurance of £500, following accidental damage to personal property that is not owned by You, a member of Your immediate family, a relative, employee, guest or other person who is responsible for or in control of Your Pet. You are covered while Your Pet is visiting someone elses property, whether or not You are legally liable for the damage.
What You pay
The amount of the Excess shown in Your schedule.
What We will not pay
1. Damage to any motor vehicle or its contents.
2. Damage caused by Your Pet vomiting, defecating (fouling) or urinating.
3. Damage while Your Pet is left unattended.
4. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
You must provide Us with evidence of the damage. The damaged item must not be disposed of without Our written consent.

Section 1 - Veterinary fees
What We will pay
4. Treatment of Your Pet by a Vet up to the Maximum Benefit of £1,000 per Condition whilst Your Pet is abroad under the Pet Travel Scheme. This cover is provided subject to a maximum of three trips per Period of Insurance and a maximum trip duration of 60 days.
However, Definitions state:-
Veterinary, Vet
means a fully qualified Veterinary practitioner holding a current registration with the Royal College of Veterinary Surgeons and who works in general Veterinary practice.

Section 15 - Emergency expenses abroad
What We will pay
Up to the Maximum Benefit of £500 per trip, subject to a maximum of three trips per Period of Insurance and a maximum trip duration of 60 days, towards:
1. Reasonable additional accommodation expenses and repatriation of You and Your Pet, should Your Pet need emergency Veterinary Treatment and as a result of this You miss Your return travel to the United Kingdom.
2. Reasonable additional accommodation and transportation costs incurred by You, due to Your Pet becoming lost during a Journey, whilst You try to find Your Pet before the due date of Your return to the United Kingdom.
3. Reasonable additional accommodation and transportation costs incurred by You, for up to 4 days, if Your Pet is lost or strays before the date You are due to return to the United Kingdom and You elect to remain in the country where Your Pet went missing in an attempt to find Your Pet.
4. Reasonable additional accommodation expenses and repatriation of You and Your Pet should Your departure to the United Kingdom be missed as a direct
result of the loss of Your Pets Health Certificate.
5. Reasonable additional accommodation expenses and repatriation costs of You and Your Pet should Your departure to the United Kingdom be delayed by the
Carrier in order to get the tick and worm Treatment repeated.
What We will not pay
1. Any emergency expenses if the cost of Veterinary fees is excluded under Section 1.
2. Any emergency expenses if the loss of the Health Certificate is excluded under Section 13.
3. Any emergency expenses if the repeat tick and worming Treatment is excluded under Section 14.
4. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
You must retain all relevant receipts because We will require You to support Your claim with evidence of expenditure.
We will ask You to support Your claim with documentary evidence that the initial tick and worming Treatment was obtained and that this was done in the time-scale required by the Pet Travel Scheme.
We will ask You to support Your claim with evidence that the tick and worming Treatment was necessary in order to comply with the Pet Travel Scheme.

Section 4 - Daily minding
What We will pay
The reasonable cost of paying someone to look after Your Pet up to £100 per week up to a Maximum Benefit per Period of Insurance of £750 if You or any member of Your family permanently residing with You should suffer any illness, condition, disease or accidental physical injury which necessitates You or any member of Your family permanently residing with You having to go into hospital for emergency treatment as an in-patient.
What We will not pay
1. Any hospitalisation that is either known or foreseeable before cover for Your Pet started.
2. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
There must be no member of Your immediate family able to look after Your Pet.
We must agree to the amount to be paid to the person looking after Your Pet.
The claim must be supported by written confirmation from the carer that the agreed sum has been received.
The claim must be supported by a medical certificate or confirmation from Your doctor or the hospital that confirms the dates and length of Your visit.

Section 10 - Transportation and overnight expenses
What We will pay
Any travel and accommodation expenses up to the Maximum Benefit per Period of Insurance of £150 that You or any member of Your family permanently residing with You incur if Your Pet is injured or shows the first Clinical Signs of an Illness and Your usual Vet recommends another Vet treats Your Pet. We will pay reasonable costs for travel in between Your home and the other Veterinary practice.
What We will not pay
1. Any amount unless the cost of Treatment of the Illness or injury is covered under Section 1 Veterinary Fees.
2. Any amount to travel to or from Your Pets usual Veterinary practice or to, from or in between any practice or branch practice of a group of Veterinary practices Your usual Veterinary practice belongs to.
3. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
We will require an invoice for any accommodation from the hotel You stayed in. The invoice must show the dates and total cost of Your accommodation. We will also require evidence of travel costs.

Section 12 - Quarantine costs
What We will pay
Up to the Maximum Benefit of £2,000 per trip, with a maximum of three trips per Period of Insurance and a maximum trip duration of 60 days:
1. Towards quarantine kennelling costs and costs incurred in getting a new Health Certificate for Your Pet, should a microchip of ISO Standard 11784 or Annex A to ISO Standard 11785 fail.
2. Towards quarantine kennelling costs should, despite compliance with all the required regulations of the Pet Travel Scheme, Your Pet have to go into quarantine due to Illness.
What We will not pay
1. Any fees if the microchip was not checked and found to be functioning properly within the 14 days prior to Your departure on a Journey.
2. Any fees arising from any Condition of which You were aware before the start of the Journey.
3. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
We will ask You to support Your claim with documentary evidence that Your Pet was microchipped prior to Your Journey with a microchip of ISO Standard 11784 or Annex A to ISO Standard 11785.
You must retain all relevant receipts because We will require You to support Your claim with evidence of expenditure.

Section 13 - Loss of health certificate
What We will pay
Up to the Maximum Benefit of £250 towards the cost of a replacement Health Certificate should the original Health Certificate become lost during a Journey. This includes any quarantine costs incurred as a direct result of the loss of the Health Certificate.
What We will not pay
1. Any loss that occurs prior to the start of Your Journey.
2. Any claim where the loss of the Health Certificate is not reported to the issuing Vet within 24 hours of discovery.
3. Anything mentioned in the General Exclusions on page 15.
Special conditions relating to claims
You must retain all relevant receipts because We will require You to support Your claim with evidence of expenditure.