Lloyds TSB Pet Healthcare Policy

Your Right to Cancel
If this cover does not meet your requirements, please return all your documents within 14 days of receipt. We will return any premium paid in full provided you have not made a claim on the policy during that time.

How to claim
General procedure
1. Telephone 0845 300 1106 as soon as possible to tell us that you need to claim. Please quote reference IGCS 1266. You do not need to contact us before any treatment begins.
2. We will send you a claim form. Ask your vet to complete the claim form as soon as you can and collect any extra documents and supporting information we ask for.
3. Send your form and documents to:
Lloyds TSB Pet Healthcare Insurance Lumbry Park Selborne Road Alton Hampshire GU34 3HF
4. 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
- when we are sure that the claim is valid
- when any legal action or other action has been settled.
5. 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. We will not pay veterinary fees directly to anyone who is not a vet.
Other procedures for each type of claim
Please follow these procedures in addition to the general procedure on page 15.
Vet fees
- When you pay your vet for treatment of an injury or illness which is covered by this policy, keep the receipts.
- When the treatment is over, send your claim form and receipts to us.
- The claim form must be returned within 6 months of the start of the treatment or by the end of the period of insurance or as soon as reasonably possible thereafter, whichever is the sooner.
- An interim claim during a course of treatment can be submitted.
- You must tell us if your pet needs more than one treatment for the illness or injury. Any continuation claims must be submitted by the end of the period of insurance.
- Please remember that claims only apply to treatment received during the period of insurance.
If your pet dies
- Send your claim form to us as soon as possible.
If your pet is stolen or strays
- 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 any receipts for advertising costs.
If you have to go into hospital
- When you leave hospital get a Medical Certificate at your own expense.
- Send us the Medical Certificate, the bill from the boarding kennels or cattery and a covering letter.
If you cancel a holiday or come home early
- Send us receipts for the expenses you are claiming and a letter explaining when and why you had to pay each expense.
If your dog injures someone or damages their property
Contact us and wait for written instructions from us. Do not:
- admit to anyone that your dog was at fault
- offer to make a payment to anybody
- give anybody information or anything that could help them claim against you
- answer letters from people who may claim against you, or who are acting for people who may claim against you.
Overseas Travel Cover Claim Procedure
- In the event that your pet requires veterinary treatment whilst temporarily in Eire or a Member Country of the Pet Travel Scheme, payment of any treatment will be made by you to the vet whilst you are there.
- Upon your return home you should telephone us immediately and report the claim.
- We will forward you a claim form for completion and return.
- This form must be returned complete with all paid veterinary receipts.
- Settlement of eligible claims will be made to you after deduction of the excess in sterling at the current rate of exchange.

Vet fees
What is covered
We will pay your vet fees for each condition for the cost of treatment your pet receives as a result of injury or illness up to £3000. Each condition is only covered for 12 months immediately following the first date of treatment.
You are covered for:
- vet fees for treating the illness or injury (including injuries caused by fire, lightning and poisoning)
- fees for any alternative medicine, which the vet recommends and as approved by us
- the cost of a clinical diet for your pet, as long as it is recommended by and 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
- fees for putting your pet to sleep as long as it is recommended by your vet.
What isn't covered
We will not pay for:
- the excess, as stated on your insurance certificate
- vet fees to treat an illness or injury related to your pet being pregnant or having puppies or kittens
- preventative and routine treatments, for example, vaccinations, spaying, castration (including castration for cryptorchidism), grooming, or nail clipping and any claims arising as a result of these procedures
- house calls, hospitalisation or ambulance charges, unless the vet confirms that they are essential to your pet's health
- having your pet cremated, buried or otherwise disposed of
- a clinical diet that is only prescribed to help your pet lose weight
- fees for unapproved alternative medicine
- fees resulting from an injury or illness specified as an exclusion on your insurance certificate and/or pre-existing conditions
- fees for the cost of any treatment your pet has received after the period of insurance, unless the policy is renewed
- travelling expenses incurred either by you or your vet.
- any fee charged by your vet to complete the Claim Form
- vet fees to treat an illness which arises within 10 days of the start of the policy. Not applicable to renewals
- behavioural problems and training unless caused as a direct result of an insured condition occurring during the period of insurance
- dental treatment except as directed by a vet to alleviate immediate pain and suffering
- any claim for any form of housing or bedding needed for the treatment or well-being of your pet
- any claim as a result of a 'notifiable' disease e.g. Rabies or as specified under the Contagious Diseases Act
- the cost of any treatment, including dentistry that you choose to carry out that is not directly related to injury or illness.

Vet fees
What is covered
We will pay your vet fees for each condition for the cost of treatment your pet receives as a result of injury or illness up to £3000. Each condition is only covered for 12 months immediately following the first date of treatment.
You are covered for:
- vet fees for treating the illness or injury (including injuries caused by fire, lightning and poisoning)
- fees for any alternative medicine, which the vet recommends and as approved by us
- the cost of a clinical diet for your pet, as long as it is recommended by and 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
- fees for putting your pet to sleep as long as it is recommended by your vet.
What isn't covered
We will not pay for:
- the excess, as stated on your insurance certificate
- vet fees to treat an illness or injury related to your pet being pregnant or having puppies or kittens
- preventative and routine treatments, for example, vaccinations, spaying, castration (including castration for cryptorchidism), grooming, or nail clipping and any claims arising as a result of these procedures
- house calls, hospitalisation or ambulance charges, unless the vet confirms that they are essential to your pet's health
- having your pet cremated, buried or otherwise disposed of
- a clinical diet that is only prescribed to help your pet lose weight
- fees for unapproved alternative medicine
- fees resulting from an injury or illness specified as an exclusion on your insurance certificate and/or pre-existing conditions
- fees for the cost of any treatment your pet has received after the period of insurance, unless the policy is renewed
- travelling expenses incurred either by you or your vet.
- any fee charged by your vet to complete the Claim Form
- vet fees to treat an illness which arises within 10 days of the start of the policy. Not applicable to renewals
- behavioural problems and training unless caused as a direct result of an insured condition occurring during the period of insurance
- dental treatment except as directed by a vet to alleviate immediate pain and suffering
- any claim for any form of housing or bedding needed for the treatment or well-being of your pet
- any claim as a result of a 'notifiable' disease e.g. Rabies or as specified under the Contagious Diseases Act
- the cost of any treatment, including dentistry that you choose to carry out that is not directly related to injury or illness.

Vet fees
What is covered
We will pay your vet fees for each condition for the cost of treatment your pet receives as a result of injury or illness up to £3000. Each condition is only covered for 12 months immediately following the first date of treatment.
You are covered for:
- the cost of a clinical diet for your pet, as long as it is recommended by and 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
What isn't covered
We will not pay for:
- a clinical diet that is only prescribed to help your pet lose weight

Vet fees
What is covered
We will pay your vet fees for each condition for the cost of treatment your pet receives as a result of injury or illness up to £3000. Each condition is only covered for 12 months immediately following the first date of treatment.
You are covered for:
- fees for any alternative medicine, which the vet recommends and as approved by us
What isn't covered
We will not pay for:
- fees for unapproved alternative medicine
Alternative Medicine Herbal or homoeopathic medicine, physiotherapy and acupuncture, or any other treatment which the vet recommends and is approved by us.

Vet fees
What is covered
We will pay your vet fees for each condition for the cost of treatment your pet receives as a result of injury or illness up to £3000. Each condition is only covered for 12 months immediately following the first date of treatment.
You are covered for:
- fees for putting your pet to sleep as long as it is recommended by your vet.
What isn't covered
We will not pay for:
- having your pet cremated, buried or otherwise disposed of

Vet fees
What is covered
We will pay your vet fees for each condition for the cost of treatment your pet receives as a result of injury or illness up to £3000. Each condition is only covered for 12 months immediately following the first date of treatment.
You are covered for:
- fees for putting your pet to sleep as long as it is recommended by your vet.
What isn't covered
We will not pay for:
- having your pet cremated, buried or otherwise disposed of

If your pet dies
What is covered
If your pet dies because of an illness, injury or accident, during the period of insurance, we will give you the price you paid for your pet as shown on your schedule of cover, or the replacement cost, up to £500. You are also covered if your pet dies because it is having puppies or kittens. We will pay you this money even if we have already paid for vets fees to treat the illness or injury. Fire, lightning and poisoning are considered to be accidents, so you can claim if your pet dies as a result of one of these.
What isn't covered
We will not pay the purchase price if your pet dies from an illness when your pet is:
- 9 years or over for dogs or 11 years or over for cats
- your dog is put to sleep due to a behavioural problem unless this can be attributed to a medical condition
- the costs of, or compensation for, putting your pet to sleep under a Court Order or Contagious Diseases Act.

If your pet dies
What is covered
If your pet dies because of an illness, injury or accident, during the period of insurance, we will give you the price you paid for your pet as shown on your schedule of cover, or the replacement cost, up to £500. You are also covered if your pet dies because it is having puppies or kittens. We will pay you this money even if we have already paid for vets fees to treat the illness or injury. Fire, lightning and poisoning are considered to be accidents, so you can claim if your pet dies as a result of one of these.
What isn't covered
We will not pay the purchase price if your pet dies from an illness when your pet is:
- 9 years or over for dogs or 11 years or over for cats
- your dog is put to sleep due to a behavioural problem unless this can be attributed to a medical condition
- the costs of, or compensation for, putting your pet to sleep under a Court Order or Contagious Diseases Act.

Costs for trying to find your pet
What is covered
If you try to find your pet after it is stolen or strays, we will pay you up to £1,000 for advertising and other associated costs. You must contact us and wait for us to agree in writing before you pay any costs for trying to find your pet.
What isn't covered
We may not pay back the money you spend trying to find your pet if we have not agreed to the way you are doing this.

Costs for trying to find your pet
What is covered
If you try to find your pet after it is stolen or strays, we will pay you up to £1,000 for advertising and other associated costs. You must contact us and wait for us to agree in writing before you pay any costs for trying to find your pet.
What isn't covered
We may not pay back the money you spend trying to find your pet if we have not agreed to the way you are doing this.

If your pet is stolen or strays
What is covered
We will give you the price you paid for your pet as shown on your schedule of cover, up to £500 if during the period of insurance:
- it is stolen or strays and you do not get it 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 you.

If you have to go into hospital
What is covered
We will pay kennel/cattery fees for your pet, up to £750, if during the period of insurance:
- you are ill or injured and have to go into hospital for more than 4 days, and
- your pet stays in a licensed kennels/cattery while you are in hospital.
What isn't covered
We will not pay for:
- hospitalisation of you as a result of pregnancy
- any hospitalisation resulting from existing medical conditions or any hospitalisation you are already aware of. If you have to go into hospital more than once for the same illness or injury, we will not pay more than £750 in total.

If you cancel a holiday or go home early
What is covered
We will pay you up to £3,000, if during the period of insurance:
- you cancel your holiday less than 7 days before you are due to leave or come home early because your vet believes your pet needs life-saving surgery
- you cannot get these expenses back from anywhere else, for example from travel insurance.
What isn't covered
We will not pay these costs for anyone else who is on holiday with you.
We will not pay if:
- you cancel your holiday or come home early because your pet needs surgery which is not life-saving
- you booked your holiday less than 28 days before you were due to leave
- you cancel your holiday or go home early as a result of any pre-existing or foreseeable condition or disease likely to necessitate emergency life-saving surgery occurring within 10 days of the inception date of this insurance.