M&S Premier

Cancellation
After you first receive your policy documents you have 14 days in which to cancel and get a full refund of what you have paid, providing you have not made a claim.

Claims procedure
1 If you want to make a claim under the following sections:
- Veterinary fees
- Death from Illness
- Death from Injury
- Failure of spaying
you can use the claim form we have given you.
In each policy section it tells you what you need to explain to us and what to send us.
The special conditions part of each policy section gives you information about what to do when you make a claim. In some sections it also tells you what to do when something happens that could result in a claim.
2 Please send send your claim forms, letters and documents to us at:
Marks & Spencer Pet Insurance
Claims Department
35 Friday Street
Henley-on-Thames
RG9 1RX
If you need help to make a claim, advice about a claim, or another claim form please call us on the M&S pet claims helpline 0800 980 8750.
Lines are open Monday to Friday 8am to 6pm.

General conditions applicable to the whole policy
3 If you make a claim and you can also claim under another insurance policy, we will only pay our share of the claim. You must tell us the name of the other insurance
company and the policy number.

Section 1 Veterinary fees
The amount you pay may be different in each period of insurance. If the amount you pay changes we will tell you at the start of the period of insurance in your renewal documents.
Age     Premier cover
Dogs under 9    £70
Dogs 9 and over   £70 + 20% of the rest of the cost of any treatment
The rest of the cost of any treatment means the amount left from the amount of a claim covered by this insurance after;
- the £70 for dogs is deducted if you have a Marks & Spencer Premier cover.

Section 11 - Emergency expenses abroad
What we will pay
1 If your pet needs emergency veterinary treatment as a result of an injury that happens or an illness that first shows clinical signs during a holiday in the period of insurance, we will pay up to £2,000 towards;
- emergency veterinary treatment.

Section 1 Veterinary fees
What we will pay
If your pet is ill or injured during the period of insurance we will pay;
if you have Premier cover;
- the cost of veterinary treatment carried out in the period of insurance up to £7,000 for all Illnesses and injuries, and included in the £7,000;
What we will not pay
4 The cost of scaling and polishing your pets teeth.
5 The cost of treating;
- a dental disorder;
- a gum disorder, or:
- any other disorder caused by, relating to, or resulting from dental or gum disorder; if;
- your pet has not had its teeth checked in the 12 months before the first clinical signs of the dental or gum disorder that you are claiming the cost of treatment for, and;
- had all treatment, recommended during that check, carried out;

Section 1 Veterinary fees
What we will pay
If your pet is ill or injured during the period of insurance we will pay;
if you have Premier cover;
- the cost to treat a behavioural disorder up to £250.
What we will not pay
1 The cost of any treatment for;
- an injury that happened or an illness or behavioural disorder that first showed clinical signs before your pets insurance started, or;
- an injury or illness or behavioural disorder that is the same as, or has the same diagnosis or clinical signs as an injury, illness, behavioural disorder or clinical sign
your pet had before your pets insurance started, or;
- an injury, illness or behavioural disorder that is caused by, relates to or results from an injury, illness or clinical sign your pet had before your pets insurance started;
no matter where the injury, illness, behavioural disorder or clinical signs are noticed or happen in, or on your pet's body.
2 The cost of any treatment for;
- an illness or behavioural disorder that first showed clinical signs within 14 days of the date your pets insurance started, or;
- an illness or behavioural disorder which is the same as, or has the same diagnosis or clinical signs as an illness that first showed clinical signs within 14 days of the
date your pets insurance started, or;
- an injury, illness or behavioural disorder that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that first showed clinical signs,
within 14 days of the date your pets insurance started;
no matter where the illness or clinical signs are noticed or happen in, or on your pet's body.
17 The cost of treatment you choose for your pet that is not as a result of an injury, illness or behavioural disorder.

Section 1 Veterinary fees
What we will pay
If your pet is ill or injured during the period of insurance we will pay;
if you have Premier cover;
- prescription food to help diagnose an illness up to £200
What we will not pay
7 The cost of:
- food that is not produced by a pet food manufacturer as a prescription food.
- prescription food that is not prescribed by a vet.
- obesity and weight control prescription foods.
- the cost of prescription food after a diagnosis is made to help manage an illness, including allergies, food intolerance and joint disorders.
- prescription food to prevent the formation of bladder stones and crystals in urine.

Section 1 Veterinary fees
What we will pay
If your pet is ill or injured during the period of insurance we will pay;
if you have Premier cover;
- complementary treatment up to £1,000;
What we will not pay
14 The cost of hydrotherapy for;
- arthritis;
- obesity;
- weight loss;
- general fitness;
- stamina;
- general pain relief;
- general mobility;
- genetic and hereditary disorders in dogs less than 2 years old.

Definitions state:-
Complementary Treatment
means physiotherapy, osteopathy, hydrotherapy, chiropractic care and treatment of a behavioural disorder carried out, following referral from a vet, by a member of one of the following organisations:
- Association of Chartered Physiotherapists in Animal Therapy
- National Association of Veterinary Physiotherapists
- McTimoney Chiropractic Association
- Association of Pet Behaviour Counsellors
- Canine and Feline Behaviour Association
- Canine Hydrotherapy Association
Hydrotherapy
means swimming and water treadmill sessions immediately before and after surgery to promote muscle, tendon and cartilage regeneration.

Section 10 - Repeat tick and worming treatment
What we will pay
If your pets pet passport or official certificate of treatment against ticks and tapeworm is lost or stolen during a holiday and in the period of insurance we will pay up to £500 towards the cost of getting the treatment against ticks and tapeworms.
What we will not pay
1 Any costs if you do not report the loss of the pet passport or certificate of treatment against ticks and tapeworms to the Police within 24 hours of you discovering it was lost or stolen.
2 Any costs if the pet passport certificate of treatment against ticks and tapeworm is lost or stolen while left unattended unless it is in your holiday accommodation or the boot, covered luggage compartment or glove box of a locked vehicle.
3 Any costs incurred in obtaining the initial treatment against ticks and tapeworms.
4 Any costs incurred if the initial treatment against ticks and tapeworms was not carried out in the timescale required by the pet travel scheme.
5 Any costs incurred if the treatment against ticks and tapeworms was not necessary in order to comply with the pet travel scheme.
Special conditions that apply to this section
You must report the loss or theft of your pets pet passport or certificate of treatment against ticks and tapeworms within 24 hours of it going missing to;
- the police, or;
- If you are on a ship, train, plane or coach, the operator.
How to claim
Please write to us and send with your letter;
- the receipt for the treatment;
- a copy of the report of the theft or loss;
- a receipt and evidence to show the original tick and worming treatment was done in line with the times set out in the pet travel scheme.
Additional exclusions applicable to sections 7-11
We will not pay for claims under any section of this insurance that are caused by, connected to or result from:
- you complying with any part of the pet travel scheme, whether imposed by the UK government, a transport company or other countries involved in the pet travel scheme.
- any delay, confiscation, detention, requisition, damage, destruction or any prohibitive regulations by customs or any government officials or authorities of any country unless specifically covered by this insurance.
- travel outside european union countries included in the pet travel scheme.
- a transport company carrying out any checks.
- you having to comply with any part of the pet travel scheme unless specifically covered by this insurance.
- currency exchange rate differences.

Section 1 Veterinary fees
What we will pay
If your pet is ill or injured during the period of insurance we will pay;
if you have Premier cover;
- the cost of putting your pet to sleep and cremation or burial up to £100;

General exclusions
1 We will not pay for claims under any section of this insurance that are caused by, connected to or result from:
- your pet being under 8 weeks of age.

Section 1 Veterinary fees
What we will pay
If your pet is ill or injured during the period of insurance we will pay;
if you have Premier cover;
- the cost of putting your pet to sleep and cremation or burial up to £100;

Section 6 Death from illness
What we will pay
If your pet dies or is put to sleep by a vet as a result of an illness that first shows clinical signs during the period of insurance we will pay;
if you have Premier cover up to £1,500;
- the purchase price of your pet, or;
- the market value of your pet if you do not have a receipt or any proof of how much you paid for your pet.
What we will not pay
1 Any amount as a result of;
- an illness that first showed clinical signs before your pets insurance started; or,
- any costs as a result of an illness which is the same as, or has the same diagnosis or clinical signs as an illness that first showed clinical signs before your pets insurance started, or;
- an injury or illness that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that first showed clinical signs, before your pets
insurance started;
no matter where the illness or clinical signs are noticed or happen in, or on your pet's body.
2 Any amount as a result of;
- an illness that first showed clinical signs within 14 days of the date your pets insurance started; or,
- any costs as a result of an illness which is the same as, or has the same diagnosis or clinical signs as an illness that first showed clinical signs within 14 days of the date your pets insurance started, or;
- an injury or illness that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that first showed clinical signs, within 14 days before your pets insurance started;
no matter where the illness or clinical signs are noticed or happen in, or on your pet's body.
3 Any amount if your pet dies or is put to sleep by a vet as a result of an illness after its 9th birthday.
4 Any amount if your pet dies or is put to sleep as a result of an illness it should be vaccinated against.
5 Any amount if your pet dies or is put to sleep by a vet as a result of pregnancy or giving birth.
6 Any amount if a vet can treat your pets illness and it is humane to keep it alive.
7 Any amount if your pet is put to sleep as a result of a behavioural disorder.
8 Any amount if your pet dies as a result of any illness while outside the UK.
How to claim
1 Please write to us and tell us how your pet died.
2 Send us with your letter;
- a claim form filled in by you and your vet;
- a death certificate from a vet, or;
- a statement from an independent witness explaining they saw your pet was dead;
- your pets pedigree certificate and;
- purchase receipt, or;
- proof of purchase showing the amount you paid.

Section 5 - Death from injury
What we will pay
If your pet dies or is put to sleep by a vet as a result of an injury that happens during the period of insurance we will pay;
if you have Premier cover we will pay up to £1,500;
- the purchase price of your pet, or;
- the market value of your pet, if you do not have a receipt or any proof of how much you paid for your pet.
What we will not pay
1 Any amount if your pet dies as a result of an injury that happened before your pets insurance started.
2 Any amount if a vet can treat your pets injury and it is humane to keep it alive.
3 Any amount if your pet dies during, or as a result of, surgery that is not a result of an injury that happened during the period of insurance.
4 Any amount if your pet dies as a result of any injury while outside the UK.
How to claim
1 Please write to us and tell us how your pet was injured.
2 Send us with your letter;
- a claim form filled in by you and your vet, and;
- a death certificate from a vet, or;
- a statement from an independent witness explaining they saw your pet was dead,
- your pets pedigree certificate and;
- purchase receipt, or;
- proof of purchase showing the amount you paid.

Section 3 Advertising and reward costs
What we will pay
If your pet is lost or stolen during the period of insurance we will pay;
if you have Premier cover;
- the cost of advertising a reward up to £1,250 and;
- the cost of a reward up to £750.
What we will not pay
1 The cost of a reward paid to a person who lives with you or works for you.
2 The cost of a reward if you do not have a receipt from the person who found your pet giving their full name and address.
How to claim
1 Please write to us and tell us how and when your pet was lost or stolen.
2 Send us with your letter;
- receipts for any advertisements, and;
- a receipt giving us the amount of the reward and full name and address of the person who found your pet.

Section 3 Advertising and reward costs
What we will pay
If your pet is lost or stolen during the period of insurance we will pay;
if you have Premier cover;
- the cost of advertising a reward up to £1,250 and;
- the cost of a reward up to £750.
What we will not pay
1 The cost of a reward paid to a person who lives with you or works for you.
2 The cost of a reward if you do not have a receipt from the person who found your pet giving their full name and address.
How to claim
1 Please write to us and tell us how and when your pet was lost or stolen.
2 Send us with your letter;
- receipts for any advertisements, and;
- a receipt giving us the amount of the reward and full name and address of the person who found your pet.

Section 4 Theft or straying
What we will pay
If your pet is stolen or goes missing during the period of insurance we will pay;
if you have Premier cover we will pay up to £1,500;
- the purchase price of your pet, or;
- the market value of your pet, if you do not have a receipt or any proof of how much you paid for your pet.
What we will not pay
1 Any amount until 90 days after the date your pet was stolen or went missing.
2 Any amount if your pet is stolen or goes missing outside the UK.
Special conditions that apply to this section
1 If your pet goes missing you must;
- notify at least one vet practice in the area your pet went missing within 5 days of you first noticing your pet was missing, and;
- contact local rescue centres.
2 If your pet is a dog and it goes missing you must report this to the police and the local dog warden within 24 hours of you first noticing your dog was missing.
3 You must immediately report the theft of your pet to the Police and obtain a crime reference number.
How to claim
1 Please write to us and tell us how and when your pet was lost or stolen.
2 Send us with your letter;
- if your pet was stolen the address of the police station and crime reference number, or;
- if your pet went missing; the name and address of;
- the vet practice you reported your pet missing to, and;
- the names, addresses and telephone numbers of all the other organisations you reported your missing pet to.
- your pets pedigree certificate and; purchase receipt, or;
- proof of purchase showing the amount you paid.

Section 2 Emergency boarding or daily minding
In this section the definitions of you and your include a member of your family living with you. Illness and injury are not defined and refer to you not your pet
What we will pay
If you go into hospital for emergency medical treatment as a result of an injury or illness during the period of insurance and there is no one to look after your pet we will pay;
if you have Premier cover up to £70 a week, limited to £750 in total;
- the cost of someone to look after your pet or;
- the cost to board your pet at a licensed boarding premises and;
- the cost of an inpatient certificate or doctors letter to support your claim
What we will not pay
1 Any costs if you go into hospital as a result of an illness or injury that happened or showed symptoms before your pets insurance started.
2 Any costs if you go into hospital as a result of;
- your pregnancy;
- giving birth;
- alcoholism;
- drug abuse;
- drug addiction;
- attempted suicide;
- self inflicted injuries, or;
- any treatment that you choose to have that is not directly related to an illness or injury.
3 Any costs resulting from nursing home care or any convalescence care that you do not receive in a hospital.
4 Any costs if you or your pet are outside the UK.
How to claim
1 Please write to us and tell us the name of the illness or injury that resulted in you going to hospital and the date you first noticed the symptoms.
2 Send us with your letter;
- an inpatient certificate; or;
- a letter from your doctor telling us the dates you were in hospital.
- the receipt from the licensed boarding premises, or;
the receipt from the person who looked after your pet. The receipt must include the persons name and address.

Section 7 Holiday cancellation
What we will pay
If you have to cancel or cut short your holiday because your pet;
- goes missing during your holiday, or;
- shows the first clinical signs of an illness, or;
- is injured;
i. during your holiday, or;
ii. in the 9 days before you start your holiday, and;
iii. needs immediate life saving surgery;
we will pay up to £3,000 towards accommodation and travel costs you have paid for, will not use and you cannot get a refund for.
What we will not pay
1 Any amount for a holiday that does not start in the period of insurance.
2 Any amount if your pet goes missing, is injured or shows the first clinical signs of an illness in the part of a holiday that continues past the end of the period of insurance.
3 Any amount as a result of;
- an injury that happened or an illness or behavioural disorder that first showed clinical signs before your pets insurance started or before you booked your holiday or;
- an injury or illness or behavioural disorder that is the same as, or has the same diagnosis or clinical signs as an injury, illness, behavioural disorder or clinical sign
your pet had before your pets insurance started or before you booked your holiday, or;
- an injury, illness or behavioural disorder that is caused by, relates to or results from an injury, illness or clinical sign your pet had before your pets insurance started or before you booked your holiday;
no matter where the injury, illness, behavioural disorder or clinical signs are noticed or happen in, or on your pet's body.
4 Any amount as a result of;
- an illness or behavioural disorder that first showed clinical signs within 14 days of the date your pets insurance started, or;
- an illness or behavioural disorder which is the same as, or has the same diagnosis or clinical signs as an illness that first showed clinical signs within 14 days of the date your pets insurance started, or;
- an injury, illness or behavioural disorder that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that first showed clinical signs,
within 14 days of the date your pets insurance started;
no matter where the illness or clinical signs are noticed or happen in, or on your pet's body.
What you pay
The first £50 of any claim
How to claim
Please write to us and send with your letter;
- the booking invoice and cancellation invoice from the travel agent, tour operator, or other holiday booking agency, or;
- your receipt showing, the dates of your holiday, your accommodation costs and your travel costs, and:
- a letter from the person, company or organisation you booked your holiday with telling us the date you cancelled your holiday, the amount you cannot recover and
the reason you cancelled your holiday, and;
- a vet fee claim form filled in by you and your vet if you are claiming following life saving surgery.
Additional exclusions applicable to sections 7-11
We will not pay for claims under any section of this insurance that are caused by, connected to or result from:
- you complying with any part of the pet travel scheme, whether imposed by the UK government, a transport company or other countries involved in the pet travel scheme.
- any delay, confiscation, detention, requisition, damage, destruction or any prohibitive regulations by customs or any government officials or authorities of any country unless specifically covered by this insurance.
- travel outside european union countries included in the pet travel scheme.
- a transport company carrying out any checks.
- you having to comply with any part of the pet travel scheme unless specifically covered by this insurance.
- currency exchange rate differences.

Advice lines
Your insurance automatically includes access to advice lines that you can use as often as you like.
Legal Advice Line: 01737 815 248
Owning a pet carries responsibilities. Legal professionals can give you help and practical advice on pet ownership or an incident that involves your pet. Available 24
hours a day, 365 days a year.

Advice lines
Your insurance automatically includes access to advice lines that you can use as often as you like.
Emergency Veterinary Helpline: 0800 980 8740
If you are on a UK holiday or are moving home and your pet needs to visit a vet. Help is at hand to find the nearest vet. Available Monday to Friday 9.00am to 5.00pm.

Advice lines
Your insurance automatically includes access to advice lines that you can use as often as you like.
Vetfone: 0800 980 5583
Your vet may not be available or the practice is closed. Vetfones veterinary nurses will give you advice about your pets health and welfare. Available 24 hours a day, 365 days a year.
You must also call this number if your pet shows signs of illness or injury when your vet practice is shut before you use an out of hours service or another vet

Advice lines
Your insurance automatically includes access to advice lines that you can use as often as you like.
Pet Bereavement Counselling: 01737 815 248
The death of a family pet is a difficult time. On hand is a team of trained professionals to offer comfort, advice and support if you need it. Available 24 hours a day, 365 days a year.

Advice lines
Your insurance automatically includes access to advice lines that you can use as often as you like.
Finding a Pet Minder: 0800 980 8740
If you need to go into hospital for emergency treatment and would prefer not to have your pet put into a kennel or cattery, help is available to try and find someone locally to visit your pet each day and if needed give them regular exercise.
Please take note that we strongly recommend that you interview the pet minder, take personal references and make sure they have insurance for any loss or damage to your property, and Public Liability insurance in case your pet injures someone or damages someones' property while the pet minder is looking after them. Available Monday to Friday 9.00am to 5.00pm.

Section 11 - Emergency expenses abroad
What we will pay
1 If your pet needs emergency veterinary treatment as a result of an injury that happens or an illness that first shows clinical signs during a holiday in the period of insurance, we will pay up to £2,000 towards;
- emergency veterinary treatment.
2 If you miss your scheduled return travel to the UK because your pet is receiving emergency veterinary treatment, we will pay up to £500 towards;
- the cost of accommodation for you to stay until your pet is well enough to travel, and;
- any extra cost to get you and your pet home.
3 If your pet goes missing during a holiday in the period of insurance;
we will pay up to £500 towards;
- any extra costs for accommodation, and;
- any extra costs for transport;
for 4 days after your scheduled date to travel home while you try and find your pet in the country where it went missing.
4 If your pets pet passport is lost or stolen during a holiday in the period of insurance and this means you miss your scheduled travel home;
we will pay up to £500 towards;
- any extra accommodation costs, and;
- any extra costs to get you and your pet home
5 If the transport company delays your scheduled travel home during the period of insurance and this means your pets tick and worming certificate is no longer valid, we will pay up to £500 towards;
- any extra accommodation costs, and;
- any extra costs to get you and your pet home, because you had to get the tick and worming treatment repeated and could not make the transport companys
rescheduled travel date.
What we will not pay
1 More that £2,000 for emergency veterinary fees and more than £500 in total for all costs under all the other sections of cover.
2 Any costs resulting from a holiday that started before your pets insurance started.
3 Any costs resulting from;
- an injury that happened or an illness or behavioural disorder that first showed clinical signs before your holiday started, or;
- an injury or illness or behavioural disorder that is the same as, or has the same diagnosis or clinical signs as an injury, illness, behavioural disorder or clinical sign
your pet had before your holiday started, or;
- an injury, illness or behavioural disorder that is caused by, relates to or results from an injury, illness or clinical sign your pet had before your holiday started;
no matter where the injury, illness, behavioural disorder or clinical signs are noticed or happen in, or on your pet's body.
4 The cost of food.
5 Any costs resulting from your pet being too unwell to travel unless this is certified by a vet.
6 Any costs if the holiday was made to get treatment abroad.
7 Any costs if you do not report the loss of the pet passport to the vet who issued the certificate within 24 hours of you discovering it was lost or stolen.
8 Any costs if the pet passport is lost or stolen while left unattended unless it is in your holiday accommodation, the boot, covered luggage compartment or glove box of a locked vehicle.
9 Any costs for initial tick and worming treatment.
10 Any costs if the initial tick and worming treatment was not carried out in the time-scale required by the pet travel scheme.
11 Any costs if the tick and worming treatment was not necessary to comply with the pet travel scheme.
12 Any costs to take your pets body home if it dies.
How to claim
1 Please write to us explaining what you want to claim for.
2 Send us with your letter;
- the invoice and receipt for emergency veterinary treatment; and if you missed your scheduled return to the UK;
- the receipt for your accommodation costs;
- the receipt for your travel costs; and if your claim is a result of the loss or theft of a pet passport;
- a copy of the report of the loss of theft; or if your claim is the result of a transport company delaying your travel;
- documentation from the transport company to show they delayed your travel home and the rescheduled date of travel, and;
- a receipt and evidence to show the original tick and worming treatment was done.
Additional exclusions applicable to sections 7-11
We will not pay for claims under any section of this insurance that are caused by, connected to or result from:
- you complying with any part of the pet travel scheme, whether imposed by the UK government, a transport company or other countries involved in the pet travel scheme.
- any delay, confiscation, detention, requisition, damage, destruction or any prohibitive regulations by customs or any government officials or authorities of any country unless specifically covered by this insurance.
- travel outside european union countries included in the pet travel scheme.
- a transport company carrying out any checks.
- you having to comply with any part of the pet travel scheme unless specifically covered by this insurance.
- currency exchange rate differences.

Section 2 Emergency boarding or daily minding
In this section the definitions of you and your include a member of your family living with you. Illness and injury are not defined and refer to you not your pet
What we will pay
If you go into hospital for emergency medical treatment as a result of an injury or illness during the period of insurance and there is no one to look after your pet we will pay;
if you have Premier cover up to £70 a week, limited to £750 in total;
- the cost of someone to look after your pet or;
- the cost to board your pet at a licensed boarding premises and;
- the cost of an inpatient certificate or doctors letter to support your claim
What we will not pay
1 Any costs if you go into hospital as a result of an illness or injury that happened or showed symptoms before your pets insurance started.
2 Any costs if you go into hospital as a result of;
- your pregnancy;
- giving birth;
- alcoholism;
- drug abuse;
- drug addiction;
- attempted suicide;
- self inflicted injuries, or;
- any treatment that you choose to have that is not directly related to an illness or injury.
3 Any costs resulting from nursing home care or any convalescence care that you do not receive in a hospital.
4 Any costs if you or your pet are outside the UK.
How to claim
1 Please write to us and tell us the name of the illness or injury that resulted in you going to hospital and the date you first noticed the symptoms.
2 Send us with your letter;
- an inpatient certificate; or;
- a letter from your doctor telling us the dates you were in hospital.
- the receipt from the licensed boarding premises, or;
the receipt from the person who looked after your pet. The receipt must include the persons name and address.

Section 12 Damage to kennels and bedding
(This section only applies if you have Premier cover)
What we will pay
If your pets kennel, bed or bedding is damaged or destroyed by:
- fire;
- smoke;
- flood;
- storm;
- falling trees;
- malicious persons, or;
- vandals;
we will pay up to £100 to repair or replace the damaged or destroyed items.
What we will not pay
1 Damage by smog or smoke from any agricultural or industrial operations or any gradual process.
2 Damage while your home has been left unoccupied or unfurnished for more than 60 days in a row.
3 Damage you cause.
4 Damage while you have let someone who is not a resident domestic employee occupy your home or any part of it for more than 60 days in a row, except where there is forcible and violent entry or exit.
5 Any damage or destruction that happens outside the UK.
How to claim
1 Please write to us explaining how the damage happened.
2 Send us with your letter;
- a receipt for the repair or replacement.

Section 13 Failure of spaying
(This section only applies if you have Premier cover)
What we will pay
If your pet is spayed but becomes pregnant during the period of insurance because the surgery was not totally successful we will pay up to £250 towards;
- the cost of veterinary treatment for an ectopic pregnancy
What we will not pay
The cost of treatment for;
- an ectopic pregnancy that first showed clinical signs before your pets insurance started;
- an ectopic pregnancy that first showed clinical signs within 14 days of the date your pets insurance started;
- any veterinary treatment received outside the UK.
Special conditions that apply to this section
1 Before your pet is treated check that a vet will fill in a claim form and supply the supporting invoices. Fill in your part of the claim form with your name and address etc. and ask your vet to fill in the details of treatment and your pets medical history.
2 You can ask us to pay your vet or someone else. You will need to make arrangements to pay your vet or someone else any part of the cost of any treatment not covered by this insurance. If we do not agree to send a payment to the person you asked us to pay we will send any payment covered by this insurance to you.
How to claim
Please write to us and send with your letter;
- a claim form filled in by you and your vet, and;
- any receipts and supporting invoices.

Section 1 Veterinary fees
What we will pay
If your pet is ill or injured during the period of insurance we will pay;
if you have Premier cover;
- travel expenses of 30p for each mile you travel if your vet refers your pet to another vet at a specialist veterinary practice or veterinary hospital;
What we will not pay
10 The cost of any treatment outside normal surgery hours except for treatment that a vet considers cannot wait until normal surgery hours.
11 Travel costs to a specialist vet or veterinary hospital that is at or in the same building, premises or veterinary practice as your vet.

Section 8 Quarantine costs
What we will pay
If your pet is not allowed back into the UK during the period of insurance because;
- it has an illness;
- its microchip has failed, or,
- its Pet Passport is lost or stolen;
we will pay up to £2,000 towards quarantine costs.
What we will not pay
1 Any costs if the microchip was not
ISO Standard 11784 or Annex A to
ISO Standard 11785.
2 Any costs if the microchip was not found to be working properly within 14 days of the start of your holiday.
3 Any costs resulting from;
- an injury that happened or an illness or behavioural disorder that first showed clinical signs before your pets insurance started, or;
- an injury or illness or behavioural disorder that is the same as, or has the same diagnosis or clinical signs as an injury, illness, behavioural disorder or clinical sign
your pet had before your pets insurance started, or;
- an injury, illness or behavioural disorder that is caused by, relates to or results from an injury, illness or clinical sign your pet had before your pets insurance started;
no matter where the injury, illness, behavioural disorder or clinical signs are noticed or happen in, or on your pet's body.
4 Any costs resulting from;
- an illness or behavioural disorder that first showed clinical signs within 14 days of the date your pets insurance started, or;
- an illness or behavioural disorder which is the same as, or has the same diagnosis or clinical signs as an illness that first showed clinical signs within 14 days of the date your pets insurance started, or;
- an injury, illness or behavioural disorder that is caused by, relates to or results from a clinical sign that was first noticed, or an illness that first showed clinical signs,
within 14 days of the date your pets insurance started;
no matter where the illness or clinical signs are noticed or happen in, or on your pet's body.
5 Any costs resulting from;
- an injury that happened or an illness or behavioural disorder that first showed clinical signs before your holiday, or;
- an injury or illness or behavioural disorder that is the same as, or has the same diagnosis or clinical signs as an injury, illness, behavioural disorder or clinical sign
your pet had before your holiday, or;
- an injury, illness or behavioural disorder that is caused by, relates to or results from an injury, illness or clinical sign your pet had before your holiday;
no matter where the injury, illness, behavioural disorder or clinical signs are noticed or happen in, or on your pet's body.
6 Any costs if the pet passport is lost or stolen while left unattended unless they are in your holiday accommodation or the boot, covered luggage compartment or glove box of a locked vehicle.
Special conditions that apply to this section
You must report the loss or theft of your pet passport within 24 hours of it going missing to;
- the vet who issued it
- the police, or;
- if you are on a ship, train, plane or coach, the operator.
How to claim
Please write to us and send with your letter;
- the official documentation saying your pet was not allowed back into the UK;
- the receipt for the quarantine;
- a copy of the report of the theft or loss;
and if you are claiming because a microchip failed;
- evidence that your pet was micro chipped before your holiday with a microchip of ISO Standard 11784 or Annex A to ISO Standard 11785.
Additional exclusions applicable to sections 7-11
We will not pay for claims under any section of this insurance that are caused by, connected to or result from:
- you complying with any part of the pet travel scheme, whether imposed by the UK government, a transport company or other countries involved in the pet travel scheme.
- any delay, confiscation, detention, requisition, damage, destruction or any prohibitive regulations by customs or any government officials or authorities of any country unless specifically covered by this insurance.
- travel outside european union countries included in the pet travel scheme.
- a transport company carrying out any checks.
- you having to comply with any part of the pet travel scheme unless specifically covered by this insurance.
- currency exchange rate differences.

Section 9 - Loss of Pet Passport
What we will pay
If your pets pet passport is lost or stolen during a holiday in the period of insurance we will pay up to £250 towards the cost of replacing the pet passport.
What we will not pay
1 Any costs if you do not report the loss of the pet passport to the Vet who issued the passport within 24 hours of you discovering it was lost or stolen.
2 Any costs if the pet passport is lost or stolen while left unattended unless they are in your holiday accommodation or the boot, covered luggage compartment or glove box of a locked vehicle.
Special conditions that apply to this section
You must report the loss or theft of your pets pet passport within 24 hours of it going missing to;
- the vet who issued it;
- the police, or;
- if you are on a ship, train, plane or coach; the operator
How to claim
Please write to us and send with your letter;
- the receipt for the replacement costs;
- a copy of the report of the theft or loss.
Additional exclusions applicable to sections 7-11
We will not pay for claims under any section of this insurance that are caused by, connected to or result from:
- you complying with any part of the pet travel scheme, whether imposed by the UK government, a transport company or other countries involved in the pet travel scheme.
- any delay, confiscation, detention, requisition, damage, destruction or any prohibitive regulations by customs or any government officials or authorities of any country unless specifically covered by this insurance.
- travel outside european union countries included in the pet travel scheme.
- a transport company carrying out any checks.
- you having to comply with any part of the pet travel scheme unless specifically covered by this insurance.
- currency exchange rate differences.