HSBC Pet Insurance

General conditions
10.You have the statutory right (under Financial Services Authority rules) to cancel this policy within 14 days of receipt of your policy documentation. You may exercise your right to cancel this policy by writing to us at:
HSBC Pet Insurance
2b Alton House Office Park
Gatehouse Way
Aylesbury
HP19 8XU
If there has been no claim or incident likely to give rise to a claim during the period of insurance, we will calculate any refund due to you on the following basis:
- If you cancel this policy within the first 14 days after receiving your policy documentation, provided that there has been no claim(s) or incident that may give rise to a claim(s), we will refund any premium that has been paid.
- If you cancel more than 14 days after receiving your policy documentation, provided that there has been no claim(s) or incident that may give rise to a claim(s), we will calculate the proportionate premium for the period you have been insured and refund any balance due.
- If a claim has been submitted or there has been any incident likely to give rise to a claim during the current period of insurance no premium refund will be given.

How to claim
General
1. We are unable to guarantee a claim over the telephone but please phone 0845 083 1444 as soon as possible to tell us that you need to claim. Alternatively you can request a claim form by calling 0845 083 1445 (this is an automated digit response service). You do not need to contact us before any treatment begins. We will require your policy number when you call so you should have this ready. For our joint protection telephone calls may be recorded and / or monitored.
2. We will send you a claim form. Ask your vet to fill in the claim form as soon as you can and collect any extra documents and supporting information we ask for.
3. We have the right to request further information either directly from the vet or from you to confirm the validity of the claim at your expense.
4. Please send your claim form and supporting documents to:
HSBC Pet Insurance
2b Alton House Office Park
Gatehouse Way
Aylesbury
HP19 8XU
5. We will pay your claim if the claim form is correct and complete:
- When we have all the information we need to support the claim.
- When we are sure that the claim is valid.
- When any legal action or other action has been settled.
6. If it is more convenient and your vet agrees, we can pay claims directly to your vet, after deductions. You can tell us to do this when you make a claim. We will not pay veterinary fees directly to anyone who is not a vet.
Claim procedure under Section 1 - Veterinary fees
1. When you pay your vet for treatment of an injury or illness which is covered by this policy keep the receipts.
2. When the treatment is over, send your claim form and receipts to us.
3. The claim form must be returned within 180 days of the start of the treatment or by the end of the period of insurance, whichever is the sooner.
4. An interim claim can be submitted.
5. Should you wish to claim for a clinical diet, you must submit an estimate of your pets usual weekly or monthly food bill and we will pay the difference in cost between your pets normal food and the clinical diet. In the absence of an estimate a deduction will be made for the usual cost of feeding your pet.
6. Claims for alternative or complementary medicine must be approved by us before the commencement of the treatment.
7. You must tell us if your pet needs more than one treatment for the illness or injury. Any continuation claims must be submitted at least every 180 days, or at the end of the period of insurance, whichever is the sooner.
8. Please remember that claims only apply to treatment your pet receives whilst the cover is valid.
Claim procedure under Section 2 - Transportation and overnight expenses
1. 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 details of the mileage covered.
Claim procedure under Section 3 - If your pet dies from an accident or illness
1. Send the claim form to us as soon as possible after your pet dies, along with the purchase receipt and pedigree certificate (if applicable) and a death certificate from your vet.
Claim procedure under Sections 4 & 5 - If your pet is lost, stolen or strays and costs for trying to find your pet
1. You must notify your local police station within 48 hours of the theft or loss if your pet is a dog. Ask for our approval before you advertise or try other methods of finding your pet.
Notify us if your pet has not been recovered after 45 days and send in the purchase receipt and pedigree certificate (if applicable) together with any receipts for advertising costs and a covering letter explaining how the loss occurred.
2. 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.
Claim procedure under Section 6 - Boarding kennel / cattery fees if you have to go into hospital
1. When you leave hospital, obtain a medical certificate and send us the medical certificate, the receipt from the boarding kennels / cattery and a covering letter.
Claim procedure under Section 7 - Daily minding if you have to go into hospital
1. 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 before they accept any responsibility unless emergency hospital treatment is required.
2. The claim must be supported by a cheque stub showing the amount paid, or written confirmation from the carer that the agreed sum has been received.
3. The claim must be supported by a medical certificate from the hospital you attended.
Claim procedure under Section 8 - If you have to cancel a holiday or come home early / holiday cancellation
1. Send us receipts for the expenses you are claiming and a covering letter explaining when and why you had to pay each expense.
2. Send us a letter from the vet treating your pet confirming that your pet required emergency life saving surgery.
Claim procedure under Section 9 - If your dog injures someone or damages their property / third party liability
1. Contact HSBC Pet Insurance immediately and advise them of any possible claim. HSBC Pet Insurance will then give you instructions on what to do with any letter, claim, writ or summons.
2. Do not admit or accept liability, negotiate or make any payment or promise of payment without our written consent.
3. Do not answer letters from people who may claim against you or who are acting for people who may claim against you without our written consent.
4. You are required to provide us with all the information that we may reasonably require.
5. We will have the sole conduct and control of any claim and legal proceeding relating thereto including the right to prosecute in the name of the insured but for our benefit for any claim, damages or liability.
Claim procedure under Section 10 - Overseas travel cover
1. In the event that your pet requires veterinary treatment whilst temporarily in Eire or a member country of the PETS Travel Scheme, payment of any treatment will be made by you to the vet whilst you are there.
2. Upon return home you should telephone HSBC Pet Insurance immediately and report the claim.
Please phone 0845 083 1444 HSBC Pet Insurance will forward you a claim form for completion and return. Alternatively you can request a claim form by telephoning our digit recognition claim form request line on 0845 083 1445.
3. This claim form must be returned complete with all paid veterinary receipts. Settlement of eligible claims will be made to you, after any applicable deductions have been made, in sterling at the current rate of exchange, such payments discharging us from all further liability connected with such claim.
10 a) Quarantine costs
1. You must retain all relevant receipts because we will require you to support your claim with evidence of expenditure.
2. 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.
10 b) Repeat tick and worming treatment
1. You must retain all relevant receipts because we will require you to support your claim with evidence of expenditure.
2. 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 PETS Travel Scheme.
3. We will ask you to support your claim with evidence that the tick and worming treatment was necessary in order to comply with the PETS Travel Scheme.
10 c) Loss of Pet Passport
1. You must retain all relevant receipts because we will require you to support your claim with evidence of expenditure.
2. We will ask you to support your claim with documentary evidence that the loss of the Pet passport was reported to the issuing vet within 24 hours of discovery.
10 d) Emergency expenses abroad
1. In all cases you must retain all relevant receipts because we will require you to support your claim with evidence of expenditure.
2. We will ask you to support your claim with documentary evidence that your pet required emergency veterinary treatment, or that you reported your pet as missing to the local police station and animal welfare organisations within 48 hours of loss.
3. We will ask you to support your claim with documentary evidence that the loss of the Pet passport was reported to the issuing vet within 24 hours of discovery.
4. We will ask you to support your claim with documentary evidence that your original departure for the UK was delayed by your carrier and that the tick and worm treatment was repeated as a result.

Claims conditions
2. If any liability under this insurance is covered by any other insurance policy we will not pay more than our rateable proportion.

Section 1 - Veterinary fees
We will pay
8. The cost of veterinary treatment up to a maximum benefit of £1,000 per trip whilst your pet is abroad under the PETS Travel Scheme.
We will not pay
1. More than the maximum veterinary fee benefit of £7,500 in each period of insurance.
2. The first £75 of all treatment costs in each period of insurance.
This will apply to each injury or illness claimed for. When treatment of an injury or illness falls into two or more periods of insurance £75 will be deducted from the first valid claim submitted after each renewal date.
3. Fees for vaccination, grooming, killing and controlling fleas or routine treatment for worms.
4. Preventative and elective treatments, routine examinations and any claims arising as a result of these procedures, including but not limited to routine spaying, spaying to prevent the recurrence of false pregnancy, routine castration (including the removal of retained testes), the removal of dew claws, any post mortem costs, whelping or kittening, or for any treatment in connection with pregnancy or giving birth.
5. Fees for non-essential hospitalisation, transportation by ambulance or house calls unless the vet confirms that to move your pet would seriously endanger your pets health.
6. A clinical diet that is only prescribed to help your pet lose weight.
7. Fees for unapproved alternative medicine or complementary treatment and also fees for the following: pulsed magnetic field therapy, matrix energy field therapy, the Bowen technique, Reiki massage or faith healing.
8. Fees resulting from an injury or illness specified as excluded on your schedule and/or pre-existing conditions.
9. Fees for the cost of treatment your pet has received after the period of insurance unless the policy has been renewed and you have paid the premiums to keep your policy in force.
10. Any fees charged by your vet to complete the claim form, to refer your pet to another veterinary practice, or for postage and packaging or courier fees.
11.Vet fees to treat an illness which arises within 10 days of the start of the policy.
12. Travelling expenses incurred by your vet.
13. The cost of dentistry that is not related to an injury including but not limited to cosmetic dentistry, routine cleaning and descaling or treatment for under/over-shot jaws.
14. Any claim for any form of housing, including cages, or bedding needed for the treatment or well-being of your pet.
15. Any claim for bathing your pet, unless only a vet or member of a veterinary practice can bathe your pet.
16. Any claim as a result of Rabies.

Section 1 - Veterinary fees
We will pay
5. The cost of dentistry up to a maximum benefit of £1,000 in each period of insurance following an injury that is covered by this policy.
We will not pay
2. The first £75 of all treatment costs in each period of insurance.
This will apply to each injury or illness claimed for. When treatment of an injury or illness falls into two or more periods of insurance £75 will be deducted from the first valid claim submitted after each renewal date.
13. The cost of dentistry that is not related to an injury including but not limited to cosmetic dentistry, routine cleaning and descaling or treatment for under/over-shot jaws.

Section 1 - Veterinary fees
We will pay
3. Subject to approval the cost of treatment for behavioural problems carried out by a member of a professional organisation acting under the direction of a vet up to the maximum benefit of £1,000 in each period of insurance.
We will not pay
1. More than the maximum veterinary fee benefit of £7,500 in each period of insurance.
2. The first £75 of all treatment costs in each period of insurance.
This will apply to each injury or illness claimed for. When treatment of an injury or illness falls into two or more periods of insurance £75 will be deducted from the first valid claim submitted after each renewal date.
11.Vet fees to treat an illness which arises within 10 days of the start of the policy.
14. Any claim for any form of housing, including cages, or bedding needed for the treatment or well-being of your pet.

Section 1 - Veterinary fees
We will pay
4. The cost of a clinical diet for your pet as long as it is recommended by and only available from your vet, up to a maximum benefit of £500 or four weeks duration (whichever is sooner) in each period of insurance. In this case we will pay the difference between the normal cost of feeding your pet and what you pay for the diet.
We will not pay
2. The first £75 of all treatment costs in each period of insurance.
This will apply to each injury or illness claimed for. When treatment of an injury or illness falls into two or more periods of insurance £75 will be deducted from the first valid claim submitted after each renewal date.
6. A clinical diet that is only prescribed to help your pet lose weight.
11.Vet fees to treat an illness which arises within 10 days of the start of the policy.

Section 1 - Veterinary fees
We will pay
2. Fees for a limited number of sessions for any alternative medicine or complementary treatment as defined on page 14 of this booklet which the vet recommends and as approved by us up to the maximum benefit of £1,000 in each period of insurance. This includes a limited number of sessions of hydrotherapy, subject to a period of 90 days from the date of the first session, provided by a veterinary practice or by pool operators who are members of the CHA (Canine Hydrotherapy Association).
3. Subject to approval the cost of treatment for behavioural problems carried out by a member of a professional organisation acting under the direction of a vet up to the maximum benefit of £1,000 in each period of insurance.
We will not pay
2. The first £75 of all treatment costs in each period of insurance.
This will apply to each injury or illness claimed for. When treatment of an injury or illness falls into two or more periods of insurance £75 will be deducted from the first valid claim submitted after each renewal date.
7. Fees for unapproved alternative medicine or complementary treatment and also fees for the following: pulsed magnetic field therapy, matrix energy field therapy, the Bowen technique, Reiki massage or faith healing.

Definitions state:-
Alternative medicine
Means herbal or homeopathic medicine prescribed by a veterinary surgeon.
Complementary treatment
Means physiotherapy, osteopathy, chiropractic treatment provided by a qualified animal physiotherapist, osteopath or chiropractor; hydrotherapy provided by a veterinary practice or member of the Canine hydrotherapy Association or acupuncture carried out by a veterinary surgeon.

Section 10 - Overseas travel cover
10 b) Repeat tick and worming treatment
We will pay
Up to a maximum of £250 if as a direct result of your departure for the UK being delayed by your carrier you incur fees for getting repeat tick and worming treatment for your pet.
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 PETS Travel Scheme.
3. Any costs incurred if the tick and worming treatment was not necessary in order to comply with the PETS Travel Scheme.

Section 1 - Veterinary fees
We will pay
6. Fees for putting your pet to sleep as long as it is recommended by your vet
We will not pay
2. The first £75 of all treatment costs in each period of insurance.
This will apply to each injury or illness claimed for. When treatment of an injury or illness falls into two or more periods of insurance £75 will be deducted from the first valid claim submitted after each renewal date.

Section 1 - Veterinary fees
We will pay
7. The cost of cremation and burial up to the maximum benefit of £100 if your pet dies or has to be put to sleep by a vet as a result of an injury or illness covered by this policy.
We will not pay
2. The first £75 of all treatment costs in each period of insurance.
This will apply to each injury or illness claimed for. When treatment of an injury or illness falls into two or more periods of insurance £75 will be deducted from the first valid claim submitted after each renewal date.

Section 3 - If your pet dies from an accident or illness
We will pay
The price you paid for your pet as declared at the time of application up to a maximum of £2,000 if your pet dies because of an illness or injury during the period of insurance.
We will pay you this money even if we have already paid for vet fees to treat the illness or injury.
We will not pay
1. If your dog is aged 9 years or older, or your cat is aged 11 years or older when it dies from an illness.
2. If your pet is put to sleep due to aggression unless this can be attributed to a medical condition.
3. If your pet dies from an illness or injury which arises or first shows clinical signs or symptoms within 10 days of you taking out this policy.
4. If your pet dies as a direct or indirect result of an illness or injury which first shows signs or symptoms prior to you taking out this policy.
5. Any amount if your pet dies because she is having puppies or kittens.

Section 3 - If your pet dies from an accident or illness
We will pay
The price you paid for your pet as declared at the time of application up to a maximum of £2,000 if your pet dies because of an illness or injury during the period of insurance.
We will pay you this money even if we have already paid for vet fees to treat the illness or injury.
We will not pay
1. If your dog is aged 9 years or older, or your cat is aged 11 years or older when it dies from an illness.
2. If your pet is put to sleep due to aggression unless this can be attributed to a medical condition.
3. If your pet dies from an illness or injury which arises or first shows clinical signs or symptoms within 10 days of you taking out this policy.
4. If your pet dies as a direct or indirect result of an illness or injury which first shows signs or symptoms prior to you taking out this policy.
5. Any amount if your pet dies because she is having puppies or kittens.

Section 5 - Advertising and reward costs if your pet is lost, stolen or strays
We will pay
Up to £1,000 for advertising and other appropriate costs to try to find your pet if it is lost, stolen or strays. You must contact us and wait for us to agree in writing before you pay any costs for trying to find your pet. This includes up to £250 for the agreed reward costs to recover your pet.
We will not pay
1. Any advertising or reward costs if your pet is lost, stolen or strays within 10 days of you taking out this policy.
2. For money you spend trying to find your pet if we have not agreed to the way you are doing this.
3. Any reward to a person living with you.
4. Any reward where you did not obtain the full name and address of the person who found your pet.

Section 5 - Advertising and reward costs if your pet is lost, stolen or strays
We will pay
Up to £1,000 for advertising and other appropriate costs to try to find your pet if it is lost, stolen or strays. You must contact us and wait for us to agree in writing before you pay any costs for trying to find your pet. This includes up to £250 for the agreed reward costs to recover your pet.
We will not pay
1. Any advertising or reward costs if your pet is lost, stolen or strays within 10 days of you taking out this policy.
2. For money you spend trying to find your pet if we have not agreed to the way you are doing this.
3. Any reward to a person living with you.
4. Any reward where you did not obtain the full name and address of the person who found your pet.

Section 4 - If your pet is lost, stolen or strays
We will pay
The price you paid for your pet as declared at the time of application up to a maximum of £2,000 if during the period of insurance your pet is lost, stolen or strays and you do not get your pet back within 45 days. If you get your pet back after we have paid you, you must pay back all of the money we paid.
We will not pay
If your pet is lost, stolen or strays within 10 days of you taking out this policy.

Section 6 - Boarding kennel / cattery fees if you have to go into hospital
We will pay
Up to £750 in each period of insurance for essential boarding kennel or cattery fees if you are ill or injured and your pet has to stay in a licensed kennel or cattery whilst you are an inpatient in hospital for more than 4 consecutive days.
We will not pay
1. More than £750 in total if you have to go into hospital more than once for the same illness or injury.
2. Fees incurred when a member of your immediate family is available to look after your pet.
3. Fees incurred as a result of the hospitalisation of anyone other than you.
4. Fees incurred as a result of hospitalisation required due to your pregnancy, elective treatment, alcoholism, drug abuse or self inflicted injury.
5. Fees incurred as a result of a medical condition which you were aware could give rise to hospitalisation when you took out this policy.
6. If you have to go into a nursing home or receive convalescence care outside of a hospital.

Section 8 - If you have to cancel a holiday or come home early
We will pay
Up to a maximum limit of £2,500 in each period of insurance for non-recoverable cancellation or curtailment costs in the event that in your vets opinion your pet requires emergency life-saving surgery within 7 days of your departure or whilst you are on holiday and this necessitates cancellation or curtailment.
We will not pay
1. These costs for anyone else who is going, or is on holiday with you.
2. If you cancel your holiday or come home early because your pet needs surgery which is not life-saving.
3. If you booked your holiday less than 28 days before you were due to leave.
4. If you cancel your holiday or come home early as a result of a pre-existing illness or injury where it was foreseeable, at the time you booked your holiday, that emergency treatment could be required.
5. Any illness occurring within 10 days of the date cover begins
6. Where you can get these expenses back from anywhere else, for example, from travel insurance.

Helplines
Your Pet Insurance Policy includes access to the following helplines:
Healthcare Away From Home telephone 0845 083 1446*
If you and your pet are away from home whilst in the UK and your pet needs urgent veterinary care, you have access to a helpline so you can identify the nearest vet for you.
* The Healthcare Away From Home and Pet Minders telephone lines are provided by PetPartners and the PETS Travel Scheme by the Department for Environment, Food and Rural Affairs (DEFRA). HSBC Bank plc has no control over these telephone lines and is not liable for your use of them and the information provided to you.

Helplines
Your Pet Insurance Policy includes access to the following helplines:
Pet Minders - telephone 0845 083 1446*
This enables you to locate a registered pet minder (on a national basis) to look after your pet whilst you are away.
* The Healthcare Away From Home and Pet Minders telephone lines are provided by PetPartners and the PETS Travel Scheme by the Department for Environment, Food and Rural Affairs (DEFRA). HSBC Bank plc has no control over these telephone lines and is not liable for your use of them and the information provided to you.

Section 10 - Overseas travel cover
Provided you comply with the PETS Travel Scheme the cover provided by this policy is extended whilst your pet is temporarily located in a member country of the PETS Travel Scheme for up to a maximum of three trips in each period of insurance and a maximum trip duration of 60 days.
Your pet will also be covered whilst temporarily located in Eire for a maximum of 60 days in each period of insurance. The only exception is Section 1 - Veterinary fees where the benefit is limited to £1,000 per trip.

Section 10 - Overseas travel cover
10 d) Emergency expenses abroad
We will pay
Up to £500 per trip, subject to a maximum of three trips in each 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 UK.
2. Reasonable additional accommodation and transportation costs incurred before you were due to return to the UK, whilst trying to find your pet if it becomes lost during a journey.
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 UK 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 UK be missed as a direct result of the loss of your pets Pet passport.
5. Reasonable additional accommodation expenses and repatriation costs of you and your pet should you be unable to get the re-scheduled departure for the UK as a direct result of having to get the tick and worm treatment repeated because your original departure for the UK was delayed by the carrier.

Section 7 - Daily minding if you have to go into hospital
We will pay
Up to £75 per week up to £750 in each period of insurance for the reasonable cost of paying someone to look after your pet if you are ill or injured and have to go into hospital as an in-patient for more than 4 consecutive days.
We will not pay
1. More than £750 in total if you have to go into hospital more than once for the same illness or injury.
2. Fees incurred when a member of your immediate family is available to look after your pet.
3. Fees incurred as a result of the hospitalisation of anyone other than you.
4. Fees incurred as a result of hospitalisation required due to your pregnancy, elective treatment, alcoholism, drug abuse or self inflicted injury.
5. Fees incurred as a result of a medical condition which you were aware could give rise to hospitalisation when you took out this policy.
6. If you have to go into a nursing home or receive convalescence care outside of a hospital.

Section 2 - Transportation and overnight expenses
We will pay
Reasonable travel and accommodation expenses, up to £150 in each period of insurance, incurred if your pet suffers an injury or illness and your usual vet recommends another vet treats your pet. We will pay costs for travel between your home and the other veterinary practice based on 25p per mile.
We will not pay
1. More than the maximum benefit payable in each period of insurance.
2. Any amount unless the cost of treatment of the illness or injury is covered under Section 1- Veterinary Fees.
3. Any amount incurred whilst travelling to or from your usual vet, or to or from any branch of the group of practices your usual vet belongs to.

Section 10 - Overseas travel cover
10 a) Quarantine costs
We will pay
Up to a maximum of £2,500 per trip, with a maximum of three trips in each period of insurance and a maximum trip duration of 60 days towards:
1. Quarantine kennelling / cattery costs and costs incurred in getting a new Pet passport for your pet, should a microchip of ISO Standard 11784 or Annex A to ISO Standard 11785 fail.
2. Quarantine kennelling / cattery costs should, despite compliance with all the required regulations of the PETS Travel Scheme , your pet have to go into quarantine due to illness .
We will not pay
1. Any fees if the microchip was not checked and found to be functioning properly within 14 days of your departure on a journey.
2. Any fees arising from any illness which you were aware of before the start of the journey.

Section 10 - Overseas travel cover
10 c) Loss of Pet Passport
We will pay
Up to a maximum of £250 towards the cost of a replacement Pet passport should the original Pet passport become lost during a journey.
This includes any quarantine costs incurred as a direct result of the loss of the Pet passport.
We will not pay
1. Any costs incurred as a result of the destruction, loss or theft of the Pet passport that occurs prior to the start of your journey.
2. Any costs incurred where the loss of the Pet passport is not reported to the issuing vet within 24 hours of discovery.