M&S Standard

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     Standard Cover
Dogs under 9    £90
Dogs 9 and over   £90 + 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 £90 for dogs is deducted if you have a Marks & Spencer Standard cover.

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 Standard cover:
- the cost of veterinary treatment carried out in the period of insurance for all illnesses and injuries up to £4,000, limited to £1,000 for each separate illness or injury.
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.
3 The cost of any treatment your vet recommends to prevent an injury, Illness or behavioural disorder.
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;
6 The cost of killing or controlling fleas, general health enhancers and any treatment caused by, resulting from or related to pregnancy or giving birth.
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.
8 The cost of vaccinations, spaying and castration.
9 The cost of house calls unless the vet confirms that moving your pet would damage its health.
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.
12 The cost of pheromone products.
13 The cost of your pets stay at a vet practice unless a vet confirms your pets treatment can only be given at a veterinary practice.
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.
15 The cost of buying or hiring a cage or any other medical equipment.
16 The cost of any transplant treatment.
17 The cost of treatment you choose for your pet that is not as a result of an injury, illness or behavioural disorder.
18 The cost of bathing or dematting your pet unless a vet confirms this can only be carried out by a vet or a member of a veterinary practice under a vets supervision because it needs their professional expertise.
19 Any treatment your pet receives outside the UK.
20 The cost of any treatment for any illness your pet must be vaccinated against.
What you pay
You pay an amount towards the cost of any treatment your pet receives in the period of insurance for each illness, injury or behavioural disorder shown in the following table:
This means that if your pet receives any treatment for the same illness, injury or behavioural disorder in more than one period of insurance you must pay an amount towards the cost of the treatment your pet receives in each period of insurance.
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     Standard Cover
Dogs under 9    £90
Dogs 9 and over   £90 + 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 £90 for dogs is deducted if you have a Marks & Spencer Standard cover.
Special conditions that apply to this section
1 If your normal vet practice is shut, or your vet cannot offer an appointment for treatment, before you use an out of hours service or contact another vet practice you must call our Out of Hours number 0800 980 5583 for advice. We will give you advice about the welfare of your pet, including how quickly you need to take your pet to
a vet.
2 If your veterinary surgeon tells you he/she wants to refer your pet to another veterinary surgeon for veterinary treatment costing more than £1,000 you must tell us before the referral happens or before your pet receives the veterinary treatment. If your pet needs emergency veterinary treatment immediately on the same day the referral takes place you must tell us as soon as you can. We may ask for an estimate of the veterinary treatment to agree the cost or contact the referral veterinary surgeon to agree the cost.
3 You must send us your claim as soon as your pets treatment is finished. We may not help you with the cost of any treatment if we do not receive your claim within 12 months of your pet first receiving the treatment.
4 If you claim for the cost of any complementary treatment you must supply a letter of referral from your vet to the complementary professional that includes;
- the diagnosis of the illness or injury needing treatment
- the treatment needed
- the length of time or date when your pet should go back to the vet for further treatment
5 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.
6 If you want to claim for complementary treatment, or treatment of a behavioural disorder your vet must still fill in the claim form. We do not accept claim forms that are filled in by someone who is not a vet or a member of a vet practice.
7 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
1 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 Standard cover:
- the cost of veterinary treatment carried out in the period of insurance for all illnesses and injuries up to £4,000, limited to £1,000 for each separate illness or injury.
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 Standard cover:
- the cost of veterinary treatment carried out in the period of insurance for all illnesses and injuries up to £4,000, limited to £1,000 for each separate illness or injury.
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.

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 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 Standard cover up to £600 towards;
- 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 Standard cover we will pay up to £600 towards;
- 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 Standard cover;
- the cost of advertising a reward up to £600, and;
- the cost of a reward up to £600.
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 Standard cover;
- the cost of advertising a reward up to £600, and;
- the cost of a reward up to £600.
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 Standard cover we will pay up to £600 towards;
- 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 Standard cover up to £60 a week, limited to £600 in total towards;
- 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.

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. Vetfone's veterinary nurses will give you advice about your pet's 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 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 Standard cover up to £60 a week, limited to £600 in total towards;
- 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.