Animalcare Standard

Section 14 - Your right to cancel
If your cover does not meet your requirements, please contact Pet Protect within 14 days of receipt. We will return any premium paid in full during this period. We may deduct an administration fee if a claim has been made.
If you want to cancel after the 14-day period, you can cancel your policy at any time. If you are paying for your cover on a monthly basis, you will remain covered until the end of the month you have already paid for. If you have paid for your annual premium in full we will refund a proportion of your premium, which relates to the remaining un-expired full months of cover not used.
The full annual premium is due if a claim has been made. To cancel your policy please contact customer services on 0870 240 1915, or write to:
Animalcare Pet Insurance,
Furness House,
53 Brighton Road,
Redhill,
Surrey, RH1 6RD.

Section 12 - How to Claim
General procedure - please refer to each benefit section for full details on how to claim.
Also refer to the Table of Benefits to see which benefits and Maximum Benefit levels apply to your policy.
We cannot guarantee any claims over the telephone. We can offer;
- General advice.
- Specific advice on whether fees will be considered by the company for services provided outside your usual veterinary practice and not by your vet.
To request a claim form please telephone 0870 240 1915 as soon as possible to tell us you may need to make a claim.
Have your policy number ready when you call. We will send you a claim form (the issue of a claim form does not constitute an admission of liability on our behalf).
Complete the payment details on the front of this form, and ask your vet to complete the reverse of the form before you sign the customer declaration at the end of the form.
Return to Animalcare Pet Insurance with all receipts and any supporting information we ask for.
All claims must be submitted within 6 months of treatment being given unless otherwise stated.
We will pay your claim:
- If the claim form is correct and complete;
- When we have all the other information we need to support the claim, and;
- When we are sure that the claim is valid.
If it is more convenient and your vet agrees, we can pay claims directly to your vet. You can tell us to do this when you make a claim. You will need to settle with the vet, any fees for nonclaimable items and the policy excess/vet fees contribution (if applicable).
If payment is to be paid directly to the vet:
If the vet, who has treated your pet or is about to treat Your Pet, asks for information about your insurance that relates to your claim, we will tell the vet what the insurance covers, what we will not pay for and how the amount we pay is calculated.
Send your form and documents to:
Animalcare Pet Insurance
Furness House
53 Brighton Road,
Redhill,
Surrey, RH1 6RD.

Section 5 - Vet fees
What this policy covers
What is covered
We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance for the cost of any treatment Your Pet has received for an illness or injury during the Period of Insurance.
You are covered for:
- Dental treatment as long as it is for non-cosmetic and non-preventative dental problems.
What isnt covered
We will not pay for:
- Dentistry that you choose to have carried out that is not directly related to an injury or illness.

Section 5 - Vet fees
What this policy covers
What is covered
We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance for the cost of any treatment Your Pet has received for an illness or injury during the Period of Insurance.
You are covered for:
- Behavioural Consultations as referred by your vet to members of the APBC or CFBA only.
What isnt covered
We will not pay for:
- Behavioural equipment such as training aids, purchase of videos, tapes, books, other training equipment, re-training programmes or relocating Your Pet for training purposes.

Section 5 - Vet fees
What this policy covers
What is covered
We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance for the cost of any treatment Your Pet has received for an illness or injury during the Period of Insurance.
You are covered for:
- The cost of clinical diet food that has been prescribed and supplied by your vet as part of treatment for an illness/disease. In this case we will pay half the costs of this food.
What isnt covered
We will not pay for:
- A clinical diet that is prescribed to help Your Pet lose weight.
- The cost of any food prescribed by a vet to prevent illness.

Section 5 - Vet fees
What this policy covers
What is covered
We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance for the cost of any treatment Your Pet has received for an illness or injury during the Period of Insurance.
You are covered for:
- Fees for any Complementary Treatment, which the vet recommends.
What isnt covered
We will not pay for:
- Complementary Treatments that are not carried out under the direction of a vet.

Definitions state:-
Complementary Treatment
Hydrotherapy, herbal or homoeopathic medicine, physiotherapy and acupuncture.

Section 10 - If Your Pet dies
What this policy covers
What is covered
Where a death benefit is applicable and Your Pet dies during the Period of Insurance we will pay you the price that you paid for Your Pet up to the maximum cost shown on the Table of Benefits.
We will pay you this money even if we have already paid for vets fees to treat the illness or injury.
What isnt covered
We will not pay for:
- More than the Maximum Benefit per policy year.
We will not pay the price you paid for Your Pet if:
- Your Dog dies from an illness when Your Dog is:
i. 6 years or over if shown as a Specified Breed or;
ii. 8 years or over for all other Breeds.
- Your cat is 10 years or over and dies from an illness.
- Your Pet dies from an illness that arises within 14 days of you taking out the policy.
- Your Dog is put to sleep due to aggression unless this can be attributed to a medical condition.
- The death relates to an exclusion placed on your Certificate of Insurance or is generally not covered by these terms and conditions.
How to claim
Send the claim form to us as soon as possible after Your Pet dies, along with the purchase receipt and pedigree certificate if appropriate.
- For pedigree pets please send the purchase receipt and pedigree certificate.
- For non-pedigree pets please send the purchase receipt signed by the person from whom you purchased Your Pet together with his/her name and full address.
- For rescue pets please send us the paperwork you were given by the rescue centre showing the price/donation you paid.
- In absence of the full supporting paperwork we will pay the price that we feel is fair up to the Maximum Benefit.

Section 5 - Vet fees
What this policy covers
What is covered
We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance for the cost of any treatment Your Pet has received for an illness or injury during the Period of Insurance.
You are covered for:
- Fees for putting Your Pet to sleep as long as it is recommended by your vet.

Section 10 - If Your Pet dies
What this policy covers
What is covered
Where a death benefit is applicable and Your Pet dies during the Period of Insurance we will pay you the price that you paid for Your Pet up to the maximum cost shown on the Table of Benefits.
We will pay you this money even if we have already paid for vets fees to treat the illness or injury.
What isnt covered
We will not pay for:
- More than the Maximum Benefit per policy year.
We will not pay the price you paid for Your Pet if:
- Your Dog dies from an illness when Your Dog is:
i. 6 years or over if shown as a Specified Breed or;
ii. 8 years or over for all other Breeds.
- Your cat is 10 years or over and dies from an illness.
- Your Pet dies from an illness that arises within 14 days of you taking out the policy.
- Your Dog is put to sleep due to aggression unless this can be attributed to a medical condition.
- The death relates to an exclusion placed on your Certificate of Insurance or is generally not covered by these terms and conditions.
How to claim
Send the claim form to us as soon as possible after Your Pet dies, along with the purchase receipt and pedigree certificate if appropriate.
- For pedigree pets please send the purchase receipt and pedigree certificate.
- For non-pedigree pets please send the purchase receipt signed by the person from whom you purchased Your Pet together with his/her name and full address.
- For rescue pets please send us the paperwork you were given by the rescue centre showing the price/donation you paid.
- In absence of the full supporting paperwork we will pay the price that we feel is fair up to the Maximum Benefit.

Section 10 - If Your Pet dies
What this policy covers
What is covered
Where a death benefit is applicable and Your Pet dies during the Period of Insurance we will pay you the price that you paid for Your Pet up to the maximum cost shown on the Table of Benefits.
We will pay you this money even if we have already paid for vets fees to treat the illness or injury.
What isnt covered
We will not pay for:
- More than the Maximum Benefit per policy year.
We will not pay the price you paid for Your Pet if:
- Your Dog dies from an illness when Your Dog is:
i. 6 years or over if shown as a Specified Breed or;
ii. 8 years or over for all other Breeds.
- Your cat is 10 years or over and dies from an illness.
- Your Pet dies from an illness that arises within 14 days of you taking out the policy.
- Your Dog is put to sleep due to aggression unless this can be attributed to a medical condition.
- The death relates to an exclusion placed on your Certificate of Insurance or is generally not covered by these terms and conditions.
How to claim
Send the claim form to us as soon as possible after Your Pet dies, along with the purchase receipt and pedigree certificate if appropriate.
- For pedigree pets please send the purchase receipt and pedigree certificate.
- For non-pedigree pets please send the purchase receipt signed by the person from whom you purchased Your Pet together with his/her name and full address.
- For rescue pets please send us the paperwork you were given by the rescue centre showing the price/donation you paid.
- In absence of the full supporting paperwork we will pay the price that we feel is fair up to the Maximum Benefit.

Section 7- Recovery - Advertising and Reward
What this policy covers
What is covered
We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance, if during the Period of Insurance Your Pet is stolen or goes missing. We will pay for;
- Recovery
If you try to find Your Pet after it is stolen or strays, we will pay for advertising/reward and other associated costs.
- Advertising
If Your Pet is stolen or goes missing we will pay the cost of advertising.
- Reward
The amount of any reward you have offered and paid to get Your Pet back.
What isnt covered
We will not pay;
- More than the Maximum Benefit per policy year.
- If Your Pet is stolen or strays within the first 14 days of you taking out the policy.
- Recovery
- Any costs unless you immediately take all reasonable steps to find or recover Your Pet.
- Advertising
The money you spend trying to find Your Pet if we have not agreed to the way you are doing this.
- Reward
- Any reward not supported by a signed receipt giving the full name and address of the person who found Your Pet.
- Any reward paid to a member of your family or to someone employed by you.
- We will not pay any ransom costs if Your Dog is stolen or dognapped.
How to claim
- You must contact us and wait for us to agree in writing before you incur any costs for trying to find Your Pet.
- If you have paid a reward to recover Your Pet please provide a receipt and the full name and address of the person that it was paid to.

Section 7- Recovery - Advertising and Reward
What this policy covers
What is covered
We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance, if during the Period of Insurance Your Pet is stolen or goes missing. We will pay for;
- Recovery
If you try to find Your Pet after it is stolen or strays, we will pay for advertising/reward and other associated costs.
- Advertising
If Your Pet is stolen or goes missing we will pay the cost of advertising.
- Reward
The amount of any reward you have offered and paid to get Your Pet back.
What isnt covered
We will not pay;
- More than the Maximum Benefit per policy year.
- If Your Pet is stolen or strays within the first 14 days of you taking out the policy.
- Recovery
- Any costs unless you immediately take all reasonable steps to find or recover Your Pet.
- Advertising
The money you spend trying to find Your Pet if we have not agreed to the way you are doing this.
- Reward
- Any reward not supported by a signed receipt giving the full name and address of the person who found Your Pet.
- Any reward paid to a member of your family or to someone employed by you.
- We will not pay any ransom costs if Your Dog is stolen or dognapped.
How to claim
- You must contact us and wait for us to agree in writing before you incur any costs for trying to find Your Pet.
- If you have paid a reward to recover Your Pet please provide a receipt and the full name and address of the person that it was paid to.

Section 6 - Loss by theft or straying
What this policy covers
What is covered
We will give you the price you paid for Your Pet, up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance if during the Period of Insurance:
- Your Pet is stolen or strays; and
- You dont get Your Pet back within 30 days.
If you have no formal proof of how much you paid for Your Pet we will pay what we consider is a reasonable sum.
What isnt covered
We will not pay the purchase price if:
- Your Pet is stolen or strays within 14 days of you taking out the policy.
- You or the person looking after Your Pet has freely parted with it.
- You have not reported the loss or theft of Your Pet, within 24 hours of discovering it missing, to the police and if applicable obtained a crime reference number to certify the theft or loss was reported to the Police.
- You have not immediately taken all reasonable steps to find or recover Your Pet.
If you get your pet back after we have paid you, you must pay back all the money we paid you.
How to claim
- If Your Pet is not found within 30 days you may claim the price you paid for Your Pet. Please notify us in writing giving full details of the circumstances of the loss.
- For pedigree pets please send the purchase receipt and pedigree certificate.
- For non-pedigree pets please send the purchase receipt signed by the person from whom you purchased your pet, together with his/her name and full address.
- For rescue pets please send us the paperwork you were given by the rescue centre showing price/donation you paid.
- If applicable you must obtain a crime reference number from the police.
- Ask for our approval before you advertise or try other methods of finding Your Pet.

Section 8- Kennel/Cattery fees
What this policy covers
What is covered
We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance, if during the Period of Insurance:
- You are ill or injured and have to go into hospital for more than 48 hours; and
- Your Pet stays in a licensed kennel/cattery while you are in hospital.
If you have to go into hospital more than once for the same illness or injury, you will only have to pay the first £35 of kennel fees or £30 for cattery fees for the first time you go in.
What isnt covered
We will not pay for:
- More than the Maximum Benefit per policy year.
- The first £35 of kennel fees for dogs.
- The first £30 of cattery fees for cats.
If you have to go into hospital more than once for different illnesses or injuries, you must pay the first £35 of kennel fees or £30 for cattery fees each time.
- Any costs resulting from you having to go into a hospital because of an injury or illness occurring or showing symptoms before Your Pets cover started or within the first 14 days.
- Any costs resulting from you being pregnant or giving birth, or from you going into hospital for the treatment of alcoholism, drug abuse, drug addiction, attempted suicide or self-inflicted injuries.
- Any costs resulting from nursing home care or from convalescence care that you do not receive in hospital.
- Any costs if someone else living with you can reasonably be expected to look after Your Pet whilst you are in hospital.
- Any costs if you are in hospital outside the UK.
How to claim
- When you leave hospital ensure you obtain a medical certificate.
- Obtain the receipt from the boarding kennels/cattery.
- Send a letter confirming the nature of the illness/injury you were hospitalised for and enclose the above documents.

Section 9 - Holiday Cancellation
What this policy covers
What is covered
We will pay up to the maximum as shown on the Table of Benefits for the policy named on your Certificate of Insurance, if during the Period of Insurance:
- You cancel your holiday or come home early because Your Pet needs life saving surgery.
- You cancel your holiday less than 7 days before you were due to leave.
- You cannot get these expenses back from anywhere else, for example from travel insurance.
We will pay for;
- The value of any unused travel and accommodation expenses.
- Any extra travel expenses in order to return you home.
What isnt covered
We will not pay for:
- More than the Maximum Benefit per policy year.
- Costs for anyone else who was on the holiday with you.
- Any costs specified as excluded on your Certificate of Insurance or generally not covered by these terms and conditions.
- Any amount unless a vet has certified that Your Pet needs life-saving surgery.
- Any amount, if the cost of accommodation is for a property owned by you or your family or any person travelling with you on the same holiday.
We will not pay if:
- You cancel your holiday or come home early because Your Pet needs surgery, which is not life saving.
- You cancel your holiday or come home early because Your Pet is ill.
- You booked your holiday less than 28 days before you were due to leave.
How to claim
- A vet must have recommended that you cut your holiday short.
- We require cancellation confirmation from your travel agent, the operator or other holiday sales organisation.
- Send us receipts for the expenses you are claiming and a letter explaining when and why you had to pay each expense. The confirmation 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.