Direct Line Pet Essential

Important Information
Your right to cancel
If this cover does not meet your needs, please return all your documents within 14 days to Direct Line Insurance, Direct Line House, 1 Cathedral Square, Trinity Street, Bristol BS1 5DL. We will return any premium paid as long as no claims have been made on the policy during that time.

What to do if you need to make a claim
If you need to make a claim or need advice on any related matter, please call our Claims Hotline number: 0845 246 8496.
Please keep all receipts and/or invoices that you want to claim for and send them to us with your filled-in claim form and any other documents to support your claim. For more help and information, please see the special conditions relating to claims under each section of your policy.

General conditions
The following conditions apply to the whole of the policy.
20 We will not make any payment for any claim that results from an incident covered by other insurance.

The lower amount is the minimum excess you can pay. If you choose the higher excess, your monthly premium will be slightly lower.
The quotes are calculated using the £80 excess

Section 1 - Vet fees
We will refund vets fees that you have to pay for treatment or complementary therapy for your pet for a condition that first started during a period of insurance, under the following conditions.
1 The most we will pay for each condition is £4,000.
2 Each condition is only covered for 12 months immediately following the first date of treatment
3 We will not pay more than the maximum limit or limits that applied to the month during which the condition first started.
4 If two or more claims are first believed to be separate conditions but we later consider them to be a recurring condition or related condition, we will add up the amounts we have paid for all these claims and not make any more payments during the life of your pet once we have paid up to the limits described in 1, 2 and 3 above.
5 You must pay the excess shown on your policy schedule for each claim you make that relates to a different condition.
Exclusions
We will not pay the following.
1 For any treatment or complementary therapy your pet receives during a period of insurance if we have not received the agreed premium for that period of insurance.
2 For any preventative or non-essential treatment, tests or diagnostic procedures, prescribed general health supplements, routine examinations or tests, bathing or de-matting.
3 For any treatment costs that, as a pet owner, you would normally expect to pay, such as (but not limited to) vaccinations, flea treatment, wormers, nail clipping, spaying or castration.
4 For any treatment that is in any way connected with your pet being pregnant or giving birth.
5 For house calls or out-of-hours calls, or for your pet to stay at the vets, unless the vet can confirm that it was absolutely essential and that not taking such action would have seriously worsened your pets condition.
6 The cost of having your pet put to sleep (euthanasia) or cremated, or for disposing of your pets remains.
7 For treatment of behavioural problems, training or therapy, or for any conditions arising as a result of behavioural problems.
8 The cost of any diet food, even if this has been prescribed to treat a condition.
9 The cost of any treatment to, or related to, teeth or gums unless:
a following accidental external damage;
b an illness or disease has been proved to have been the direct cause of the tooth or gum problem; or
c to remove first teeth after your pet is more than six months old as long as your pet was covered by this policy before it was 16 weeks old.
10 For any condition or treatment arising as a result of tooth or gum disease.
11 The cost of routine or investigative tests, unless these are to diagnose a condition due to specific existing symptoms or clinical signs.
12 For the treatment of any condition or symptoms first starting or caught while on a journey, unless overseas travel cover (section 8) was included in your policy at that time and continues to be included.
13 For any form of housing (such as a cage or basket) or bedding, whether bought or hired.
14 For any referral, second opinion or specialist treatment or fees, unless we have specifically agreed to it.
15 For any treatment for a condition if:
a you have not told us about the condition within three months of your pets first treatment for the condition; or
b a claim has not been made within 12 months of your pets first treatment for the condition.
Special conditions relating to claims under this section
1 We must receive a fully filled-in claim form before we are able to settle a claim. Please make sure your vet is happy to fill in part of the form and provide us with any information we may need.
2 You must keep all invoices and receipts that your vet gives you in connection with your claim and send these to us with your claim form. To speed up any illness claims, please send in a complete medical history for your pet.
3 We may need a vets opinion on what may be wrong with the pet before we can pay a claim.

Section 1 - Vet fees
We will refund vets fees that you have to pay for treatment or complementary therapy for your pet for a condition that first started during a period of insurance, under the following conditions.
1 The most we will pay for each condition is £4,000.
2 Each condition is only covered for 12 months immediately following the first date of treatment
3 We will not pay more than the maximum limit or limits that applied to the month during which the condition first started.
4 If two or more claims are first believed to be separate conditions but we later consider them to be a recurring condition or related condition, we will add up the amounts we have paid for all these claims and not make any more payments during the life of your pet once we have paid up to the limits described in 1, 2 and 3 above.
5 You must pay the excess shown on your policy schedule for each claim you make that relates to a different condition.
Definitions state:-
Complementary therapy
Manipulative therapy carried out by a suitably qualified person that has been specifically recommended by, and can be justified by, your vet. Or, other alternative therapy provided directly by a vet who is properly trained to do so.

Helplines
At Direct Line we care about people as well as pets. So as well as providing insurance, were pleased to offer you access to three pet advice lines
24 hours a day, 365 days a year.
To contact any of these three advice lines at any time, just call our assistance partners on 0870 600 0633. All calls will be treated in confidence and you may call any time and as many times as you like.
Legal advice line
Owning a pet involves many other responsibilities.Your policy gives you access to practical legal advice on any personal problem, whether or not it relates to an incident or issue involving your pet. Our legal professionals are available to explain complicated legal issues in plain language and in a helpful and friendly way.
The vet, bereavement and legal helpline cannot deal with any policy or claims queries.

Helplines
At Direct Line we care about people as well as pets. So as well as providing insurance, were pleased to offer you access to three pet advice lines
24 hours a day, 365 days a year.
To contact any of these three advice lines at any time, just call our assistance partners on 0870 600 0633. All calls will be treated in confidence and you may call any time and as many times as you like.
Find a vet
If for some reason you cannot contact your usual vet or you and your pet are away from home and need a vet, if you are in the United Kingdom you can call this advice line for help. Our advisers can provide you with details of a vet's practice near to you.
The vet, bereavement and legal helpline cannot deal with any policy or claims queries.

Helplines
At Direct Line we care about people as well as pets. So as well as providing insurance, were pleased to offer you access to three pet advice lines
24 hours a day, 365 days a year.
To contact any of these three advice lines at any time, just call our assistance partners on 0870 600 0633. All calls will be treated in confidence and you may call any time and as many times as you like.
Pet bereavement counselling
It can sometimes be difficult to come to terms with the loss of a much-loved pet.We provide a service staffed by professionals, who can offer confidential counselling, advice and emotional support.
The vet, bereavement and legal helpline cannot deal with any policy or claims queries.

Section 1 - Vet fees
We will refund vets fees that you have to pay for treatment or complementary therapy for your pet for a condition that first started during a period of insurance, under the following conditions.
1 The most we will pay for each condition is £4,000.
2 Each condition is only covered for 12 months immediately following the first date of treatment
3 We will not pay more than the maximum limit or limits that applied to the month during which the condition first started.
4 If two or more claims are first believed to be separate conditions but we later consider them to be a recurring condition or related condition, we will add up the amounts we have paid for all these claims and not make any more payments during the life of your pet once we have paid up to the limits described in 1, 2 and 3 above.