Petplan CatPlan

Claims procedure
Unless you are claiming for veterinary fees, you must let us know of any circumstances which are likely to lead to a claim.
For a claim form please call our Customer Centre on 0845 074 4406 or write to:
Pet Plan Ltd, Great West House (GW2)
Great West Road, Brentford
Middlesex TW8 9DX, United Kingdom.
Alternatively, most claim forms can be downloaded from our website www.petplan.co.uk.
You must then follow the procedures set out in the section under which you are claiming.
Please make sure your claim form is fully completed by you and if you are claiming for veterinary fees, your vet as any incomplete claim forms will be returned to you.

General conditions
6. If, there is any other insurance under which you are entitled to an indemnity, we will only pay our share of the claim. You must tell us the name and address of the other insurance company and your policy number with them.

Section 1A - Veterinary Fees
Cover under this section applies in the UK and agreed countries only.
What we will pay
The cost of any veterinary fees for the veterinary treatment your pet has received during the policy year to treat an illness or injury.
What you pay
The excess shown on your Certificate of Insurance Animal Details.
What we will not pay
1. More than the maximum benefit for the combined treatment cost of all illnesses and injuries in the policy year.
2. The cost of any treatment for a pre-existing condition.
3. The cost of any treatment for an illness which starts in the first 14 days of cover.
4.The cost of any treatment to prevent injury or illness .
5.The cost of any elective treatment or diagnostics or any treatment that you choose to have carried out that is not directly related to an injury or illness ,including any complications that arise.
6. The cost of killing and controlling fleas and the cost of general health improvers.
7. The cost of any treatment in connection with pregnancy or giving birth.
8.The cost of any food (including food prescribed by a vet) unless it is:
- Used to dissolve existing bladder stones and crystals in urine,which is limited to a maximum of 40%of the cost of food for up to 6 months.The cost of this food is only covered for the first occurrence of bladder stones and crystals;we will not pay for the cost of this food if the bladder stones or crystals recur.
- Liquid food,used for up to 5 days while your pet is hospitalised at a veterinary practice,providing the vet confirms the use of the liquid food is essential to keep your pet alive.
9. The cost of pheromone products, including DAP diffusers and Feliway, unless used as part of a structured behaviour modification programme, and then limited to a maximum period of 6 months.period of 6 months.If the behavioural illness recurs after these 6 months,we will not cover the cost of any further pheromone products for that behavioural illness.
The cost of any vaccination,other than the cost of
10. The cost of any vaccination, other than the cost of treating any complications that arise from this procedure.
11. The cost of spaying or castration unless:
- The procedure is carried out to treat an illness or injury, or
- The costs claimed are for the treatment of complications arising from this procedure.
12.The cost of any treatment in connection with a retained testicle(s)if your pet was over the age of 16 weeks when cover started.
13.The cost of any treatment in connection with false pregnancy if your pet has received veterinary treatment for more than 2 episodes of false pregnancy.
14.The cost of trimming,burring or rasping rabbits teeth..
15.The cost of treating any injury or illness deliberately caused by you or anyone living with you or,while on your journey ,anyone travelling with you .
16.The costs of having your pet :
- Put to sleep,including any veterinary consultations/visits or prescribed medications specifically needed to carry out the procedure,or
- Cremated,buried or disposed of.
17.The cost of a house call unless the vet or physiotherapist confirms that moving your pet would further damage its health,regardless of your personal circumstances.
18.Extra costs for treating your pet outside usual surgery hours,unless the vet ,physiotherapist or behaviourist confirms an emergency consultation is essential, regardless of your personal circumstances.
19.The cost of hospitalisation and any associated veterinary treatment ,unless the vet or physiotherapist confirms your pet must be hospitalised for essential veterinary treatment ,regardless of your personal circumstances.
20.Costs resulting from an injury or illness specified as excluded on your Certificate of Insurance Animal Details or generally not covered within these Terms and Conditions.
21.The cost of surgical items that can be used more than once.
22.The cost of hydrotherapy,acupuncture,homeopathy, chiropractic manipulation,osteopathy or any other complementary or alternative treatment.This includes any veterinary treatment specifically needed to carry out the particular complementary or alternative treatment.Please refer to Section 1B -Complementary Treatment where details of cover for these types of treatment can be found.
23.The cost of buying or hiring equipment or machinery or any form of housing,including cages.
24.The cost of bathing,grooming or de-matting your pet unless:
- You have taken all reasonable steps to maintain your pet s health,and
- A vet confirms veterinary expertise is needed and therefore only a vet or a member of a veterinary practice can carry out these activities,regardless of your personal circumstances.
25.The cost of dental treatment unless your pet had a dental examination carried out by a vet in the 12 months before the clinical signs of the injury or illness were first noted.
26.The cost of a post-mortem examination.
27.The cost of transplant surgery,including any pre-and post-operative care.
28.The cost of any prosthesis,including any veterinary treatment needed to fit the prosthesis,other than the cost of hip and/or elbow replacement(s).
29.The cost of any treatment if a claim has not been submitted within 12 months of your pet receiving treatment.
30.The cost of any treatment while on a journey if:
a)A vet believes the treatment can be delayed until your pet returns home ,
b)The journey was made to get treatment abroad,or
c)Your pet is a rabbit.
Special conditions apply to this section.Please see 'Special conditions that apply to Section 1A -Veterinary Fees and Section 1B -Complementary Treatment . Full details regarding how and when to claim for Veterinary Fees can be found in 'How and when to claim under Section 1A -Veterinary Fees and Section 1B - Complementary Treatment on page 8.

Section 1B - Complementary Treatment
Cover under this section applies in the UK only.
What we will pay
If recommended by the vet, the cost of complementary treatment your pet has received during the policy year to treat an illness or injury.
What we will not pay
1. More than the maximum benefit for the combined treatment cost of all illnesses and injuries in the policy year.
2. The cost of any treatment for a pre-existing condition.
3. The cost of any treatment for an illness which starts in the first 14 days of cover.
4. The cost of any treatment to prevent injury or illness.
5. The cost of any elective treatment or diagnostics or any treatment that you choose to have carried out that is not directly related to an injury or illness ,including any complications that arise.
6. The cost of killing and controlling fleas and the cost of general health improvers.
7. The cost of any treatment in connection with pregnancy or giving birth.
8.The cost of any food,including food prescribed by a vet .
9.The cost of more than 10 sessions of hydrotherapy for each illness or injury .
10.The cost of any vaccination,other than the cost of treating any complications arising from this procedure.
11.The cost of trimming,burring or rasping rabbits teeth..
12.The cost of treating any injury or illness deliberately caused by you or anyone living with you .
13.The costs of having your pet put to sleep,cremated, buried or otherwise disposed of.
14.The cost of a house call unless the vet or complementary therapist confirms that moving your pet would further damage its health,regardless of your personal circumstances.
15.Extra costs for treating your pet outside usual surgery hours,unless the vet or complementary therapist confirms an emergency consultation is essential, regardless of your personal circumstances.
16.The cost of hospitalisation and any associated treatment, unless the vet or complementary therapist confirms your pet must be hospitalised for essential complementary treatment ,regardless of your personal circumstances.
17.Costs resulting from an injury or illness specified as excluded on your Certificate of Insurance Animal Details or generally not covered within these Terms and Conditions.
18.The cost of buying or hiring equipment or machinery or any form of housing,including cages.
19.The cost of bathing,grooming or de-matting your pet unless:
- You have taken all reasonable steps to maintain your pet s health,and
- The vet or complementary therapist confirms veterinary expertise is needed and therefore only a vet , a member of a veterinary practice or the complementary therapist can carry out these activities,regardless of your personal circumstances.
20.The cost of dental treatment unless your pet had a dental examination carried out by a vet in the 12 months before the clinical signs of the injury or illness were first noted.
21.The cost of any treatment if a claim has not been submitted within 12 months of your pet receiving treatment.
Special conditions that apply to Section 1A - Veterinary Fees and Section 1B -Complementary Treatment
1.The maximum amount we will pay for the cost of treatment is the maximum benefit that applies on the date the treatment is carried out.
2.If the claim includes medication,these costs will be subject to the maximum benefit that applies on the date the medication will be used.
3.If we agree for a claim settlement to be paid directly to your vet and you allow this,then if the vet ,who has treated your pet or is about to treat your pet ,asks for information about your insurance that relates to a claim, we will tell the vet what the insurance covers,what we will not pay for,how the amount we pay is calculated and if the premiums are paid to date.
4.If we receive a request to pay the claim settlement directly to a veterinary practice,we reserve the right to decline this request.

Yes
Definitions state:-
Illness
Any changes to a normal healthy state, sickness, disease, defects and abnormalities including defects and abnormalities your pet was born with or were passed on by its parents.

Section 1A Veterinary fees
What we will not pay
8.The cost of any food (including food prescribed by a vet) unless it is:
- Used to dissolve existing bladder stones and crystals in urine,which is limited to a maximum of 40%of the cost of food for up to 6 months.The cost of this food is only covered for the first occurrence of bladder stones and crystals;we will not pay for the cost of this food if the bladder stones or crystals recur.
- Liquid food,used for up to 5 days while your pet is hospitalised at a veterinary practice,providing the vet confirms the use of the liquid food is essential to keep your pet alive.

Section 1B - Complementary Treatment
Cover under this section applies in the UK only.
What we will pay
If recommended by the vet, the cost of complementary treatment your pet has received during the policy year to treat an illness or injury.
What we will not pay
1. More than the maximum benefit for the combined treatment cost of all illnesses and injuries in the policy year.
2. The cost of any treatment for a pre-existing condition.
3. The cost of any treatment for an illness which starts in the first 14 days of cover.
4. The cost of any treatment to prevent injury or illness.
5.The cost of any elective treatment or diagnostics or any treatment that you choose to have carried out that not directly related to an injury or illness ,including any complications that arise.
6. The cost of killing and controlling fleas and the cost of general health improvers.
7. The cost of any treatment in connection with pregnancy or giving birth.
8.The cost of any food,including food prescribed by a vet .
9.The cost of more than 10 sessions of hydrotherapy for each illness or injury .
10.The cost of any vaccination,other than the cost of treating any complications arising from this procedure.
11.The cost of trimming,burring or rasping rabbits teeth..
12.The cost of treating any injury or illness deliberately caused by you or anyone living with you .
13.The costs of having your pet put to sleep,cremated, buried or otherwise disposed of.
14.The cost of a house call unless the vet or complementary therapist confirms that moving your pet would further damage its health,regardless of your personal circumstances.
15.Extra costs for treating your pet outside usual surgery hours,unless the vet or complementary therapist confirms an emergency consultation is essential, regardless of your personal circumstances.
16.The cost of hospitalisation and any associated treatment, unless the vet or complementary therapist confirms your pet must be hospitalised for essential complementary treatment ,regardless of your personal circumstances.
17.Costs resulting from an injury or illness specified as excluded on your Certificate of Insurance Animal Details or generally not covered within these Terms and Conditions.
18.The cost of buying or hiring equipment or machinery or any form of housing,including cages.
19.The cost of bathing,grooming or de-matting your pet unless:
- You have taken all reasonable steps to maintain your pet s health,and
- The vet or complementary therapist confirms veterinary expertise is needed and therefore only a vet , a member of a veterinary practice or the complementary therapist can carry out these activities,regardless of your personal circumstances.
20.The cost of dental treatment unless your pet had a dental examination carried out by a vet in the 12 months before the clinical signs of the injury or illness were first noted.
21.The cost of any treatment if a claim has not been submitted within 12 months of your pet receiving treatment.
Special conditions that apply to Section 1A - Veterinary Fees and Section 1B -Complementary Treatment
1.The maximum amount we will pay for the cost of treatment is the maximum benefit that applies on the date the treatment is carried out.
2.If the claim includes medication,these costs will be subject to the maximum benefit that applies on the date the medication will be used.
3.If we agree for a claim settlement to be paid directly to your vet and you allow this,then if the vet ,who has treated your pet or is about to treat your pet ,asks for information about your insurance that relates to a claim, we will tell the vet what the insurance covers,what we will not pay for,how the amount we pay is calculated and if the premiums are paid to date.
4.If we receive a request to pay the claim settlement directly to a veterinary practice,we reserve the right to decline this request.

Yes
Definitions state:-
Illness
Any changes to a normal healthy state, sickness, disease, defects and abnormalities including defects and abnormalities your pet was born with or were passed on by its parents.

Section 1A Veterinary fees
What we will not pay
16 The costs of having your pet:
- put to sleep, including any veterinary consultations/visits or prescribed medications specifically needed to carry out the procedure, or
- Cremated, buried or otherwise disposed of.

Section 1A Veterinary fees
What we will not pay
16 The costs of having your pet:
- put to sleep, including any veterinary consultations/visits or prescribed medications specifically needed to carry out the procedure, or
- Cremated, buried or otherwise disposed of.

Section 2 Death from injury
Cover under this section applies in the UK only.
What we will pay
The price you paid for your pet if it either dies or has to be put to sleep by a vet during the policy year as a result of an injury caused by an accident. If you did not pay for your pet or have no formal proof of how much you paid, we will pay the market value of your pet.
What we will not pay
1 More than the maximum benefit.
2 Any amount if the death results from an injury that happened before your pets cover started.
3 Any amount if the death results from an injury or illness specified as excluded on your Certificates of Insurance or generally not covered within these terms and conditions.
4 Any amount unless a vet has put your pet to sleep as a result of an injury that cannot be treated and believes it was not humane to keep your pet alive because it was suffering.
5 Any amount if a claim has not been submitted within 12 months of your pets death.
How to claim
Please send us:
1 a death certificate from your vet;
2 the pedigree certificate and receipt from when you bought your pet, where applicable, and
3 your claim form.
We will not pay for this information.

Section 5 - Advertising and Reward
Cover under this section applies in the UK and agreed countries only.
What we will pay
If your pet is stolen or goes missing during the policy year, we will pay:
1. The cost of advertising, and
2. The reward you have offered and paid to get your pet back.
If your pet is stolen or goes missing during your journey, we will also pay the cost of your accommodation to stay and look for your pet if it has not been found or returned by the scheduled last date of your journey.
What we will not pay
1. More than the maximum benefit.
2. More than 10% of the maximum benefit towards sundries to make your own posters and advertising materials.
3. Any reward that we have not agreed before you advertised it.
4. Any reward not supported by a signed receipt giving the full name and address of the person who found your pet.
5. Any reward paid to a member of your family, any person living with you or employed by you, including any person travelling with you during your journey.
6. Any reward paid to the person who was caring for your pet when it was lost or stolen.
7. If your pet is stolen or goes missing during your journey:
a) More than 7 days' accommodation costs and more than £30 for each day's accommodation.
b) Any amount if the cost of accommodation is at a property owned by you or your family.
c) Any amount unless there is some official documentation to certify the theft or loss was reported to the police or the ship, aircraft, train or coach operator if the loss or theft happened while you were travelling with them.
8. Any amount if a claim has not been submitted within 12 months of your pet going missing or being stolen.
9. Any amount for a rabbit outside the UK.
Special conditions that apply to this section
1. You must report the loss or theft of your pet within 24 hours of discovering it missing to the police and obtain a police report. If your pet was lost or stolen on a ship, aircraft, train or coach you must report the loss or theft to the operator and obtain a report.
2. You must immediately take all reasonable steps to find or recover your pet.
How to claim
Please phone us on 0845 074 4406 for the approval of any reward before you advertise it.
Please send us:
1. Your completed claim form,
2. The invoices and receipts to show the costs involved, including a receipt for any reward paid, and
3. If the loss or theft happened during your journey, the booking invoice for your journey or any other official documents to show the dates of your journey.
We will not pay for the cost of this information.
Special conditions that apply to Section 4 -Theft or Straying and Section 5 -Advertising and Reward
1.As soon as you discover your pet is missing:
a)If your pet is a dog you must tell the appropriate authority and ask for written confirmation of your report.
b)If your pet is a cat and it may have been stolen,you must tell the appropriate authority and ask for written confirmation of your report.
c)For Advertising and Reward only,if your pet was lost or stolen on a ship,aircraft,train or coach,you must report the loss or theft to the operator and obtain a report.
2.You must immediately take all reasonable steps to find or recover your pet .You must tell all vets and local rescue centres within a reasonable distance of the area where your pet was last seen within 5 days of your pet going missing.At least one veterinary practice must be notified.
3.For Theft or Straying only:
a)To submit a claim for Theft or Straying you must have advertised the loss of your pet .
b)If your pet has not been found within 30 days,please fill in a claim form and return it to us as soon as possible.
c)If the claim is paid the original pedigree certificate and purchase receipt will not be returned to you .
d)If your pet is found or returns,you must repay the full amount we have paid you .

Section 5 - Advertising and Reward
Cover under this section applies in the UK and agreed countries only.
What we will pay
If your pet is stolen or goes missing during the policy year, we will pay:
1. The cost of advertising, and
2. The reward you have offered and paid to get your pet back.
If your pet is stolen or goes missing during your journey, we will also pay the cost of your accommodation to stay and look for your pet if it has not been found or returned by the scheduled last date of your journey.
What we will not pay
1. More than the maximum benefit.
2. More than 10% of the maximum benefit towards sundries to make your own posters and advertising materials.
3. Any reward that we have not agreed before you advertised it.
4. Any reward not supported by a signed receipt giving the full name and address of the person who found your pet.
5. Any reward paid to a member of your family, any person living with you or employed by you, including any person travelling with you during your journey.
6. Any reward paid to the person who was caring for your pet when it was lost or stolen.
7. If your pet is stolen or goes missing during your journey:
a) More than 7 days' accommodation costs and more than £30 for each day's accommodation.
b) Any amount if the cost of accommodation is at a property owned by you or your family.
c) Any amount unless there is some official documentation to certify the theft or loss was reported to the police or the ship, aircraft, train or coach operator if the loss or theft happened while you were travelling with them.
8. Any amount if a claim has not been submitted within 12 months of your pet going missing or being stolen.
9. Any amount for a rabbit outside the UK.
Special conditions that apply to this section
1. You must report the loss or theft of your pet within 24 hours of discovering it missing to the police and obtain a police report. If your pet was lost or stolen on a ship, aircraft, train or coach you must report the loss or theft to the operator and obtain a report.
2. You must immediately take all reasonable steps to find or recover your pet.
How to claim
Please phone us on 0845 074 4406 for the approval of any reward before you advertise it.
Please send us:
1. Your completed claim form,
2. The invoices and receipts to show the costs involved, including a receipt for any reward paid, and
3. If the loss or theft happened during your journey, the booking invoice for your journey or any other official documents to show the dates of your journey.
We will not pay for the cost of this information.
Special conditions that apply to Section 4 -Theft or Straying and Section 5 -Advertising and Reward
1.As soon as you discover your pet is missing:
a)If your pet is a dog you must tell the appropriate authority and ask for written confirmation of your report.
b)If your pet is a cat and it may have been stolen,you must tell the appropriate authority and ask for written confirmation of your report.
c)For Advertising and Reward only,if your pet was lost or stolen on a ship,aircraft,train or coach,you must report the loss or theft to the operator and obtain a report.
2.You must immediately take all reasonable steps to find or recover your pet .You must tell all vets and local rescue centres within a reasonable distance of the area where your pet was last seen within 5 days of your pet going missing.At least one veterinary practice must be notified.
3.For Theft or Straying only:
a)To submit a claim for Theft or Straying you must have advertised the loss of your pet .
b)If your pet has not been found within 30 days,please fill in a claim form and return it to us as soon as possible.
c)If the claim is paid the original pedigree certificate and purchase receipt will not be returned to you .
d)If your pet is found or returns,you must repay the full amount we have paid you .

Section 4 - Theft or Straying
Cover under this section applies in the UK only.
What we will pay
The price you paid for your pet if it is stolen or goes missing during the policy year and is not recovered or does not return.
If you have no formal proof of how much you paid, we will pay the market value or the purchase price, whichever is less. If you did not pay for your pet we will pay the market value.
What we will not pay
1. More than the maximum benefit.
2. Any amount if you or the person looking after your pet has freely parted with it, even if tricked into doing so, unless anyone was looking after or transporting your pet in return for money, goods or services.
3. Any amount if a claim has not been submitted within 12 months of your pet going missing or being stolen.
Special conditions that apply to this section
1. As soon as you discover your pet is missing:
- If your pet is a dog you must tell the police and ask for the crime reference number or written confirmation of your report.
- If your pet is a cat and it may have been stolen, you must tell the police and ask for the crime reference number or written confirmation of your report.
2. You must tell all vets and local rescue centres within a reasonable distance of the area where your pet was last seen within 5 days of your pet going missing. At least one veterinary practice must be notified.
3. If your pet has not been found within 30 days, please fill in a claim form and return it to us as soon as possible.
4. If your pet is found or returns, you must repay the full amount we have paid you.
5. To submit a claim for Theft or Straying you must have advertised the loss of your pet.
How to claim
Please send us:
1. The original pedigree certificate and purchase receipt from when you bought your pet, where applicable, and
2. Your completed claim form.
We will not pay for the cost of this information. Please note, if the claim is paid the original pedigree certificate and purchase receipt will not be returned to you.
Special conditions that apply to Section 4 -Theft or Straying and Section 5 -Advertising and Reward
1.As soon as you discover your pet is missing:
a)If your pet is a dog you must tell the appropriate authority and ask for written confirmation of your report.
b)If your pet is a cat and it may have been stolen,you must tell the appropriate authority and ask for written confirmation of your report.
c)For Advertising and Reward only,if your pet was lost or stolen on a ship,aircraft,train or coach,you must report the loss or theft to the operator and obtain a report.
2.You must immediately take all reasonable steps to find or recover your pet .You must tell all vets and local rescue centres within a reasonable distance of the area where your pet was last seen within 5 days of your pet going missing.At least one veterinary practice must be notified.
3.For Theft or Straying only:
a)To submit a claim for Theft or Straying you must have advertised the loss of your pet .
b)If your pet has not been found within 30 days,please fill in a claim form and return it to us as soon as possible.
c)If the claim is paid the original pedigree certificate and purchase receipt will not be returned to you .
d)If your pet is found or returns,you must repay the full amount we have paid you .

Section 7 Boarding fees
Cover under this section applies in the UK only.
What we will pay
The cost of boarding your pet at a licensed kennel, cattery, rabbit hotel or £5 a day towards the cost of someone, who does not live with you, looking after your pet while you are in hospital during the policy year.
What we will not pay
1 More than the maximum benefit.
2 Any amount if you are in hospital for less than 4 days.
3 Any costs resulting from you having to go into a hospital because of an injury or illness first occurring or showing symptoms before your pet was covered.
4 Any costs resulting from your being pregnant, giving birth or any treatment that is not related to an injury or illness.
5 Any costs resulting from your going into a hospital for the treatment for alcoholism, drug abuse, drug addiction, attempted suicide or self-inflicted injuries.
6 Any costs resulting from nursing home care or from convalescence care that you do not receive in a hospital.
7. Any costs if a claim had not been submitted within 12 months of your pet going missing or being stolen.
How to claim
Please send us a claim form filled in by your doctor or consultant and by the owner of the boarding kennel, cattery or rabbit hotel. We will not pay for this information. We also need an invoice from the kennel, cattery or rabbit hotel or written confirmation from the person looking after your pet.

Section 8 - Holiday Cancellation
Cover under this section applies in the UK and agreed countries only.
What we will pay
1. Any travel and accommodation expenses for you and your immediate family that you cannot recover if you have to cancel your journey during the policy year because your pet:
a) Is injured, or
b) Shows the first clinical signs of an illness,
Up to 7 days before you leave and needs immediate lifesaving veterinary treatment.
2. If your pet is staying in the UK during your journey, any travel and accommodation expenses for you and your immediate family that you cannot recover if you have to cut short your journey during the policy year because your pet:
a) Goes missing, or
b) Is injured or shows the first clinical signs of an illness while you are away and needs immediate life-saving veterinary treatment.
3. If your pet goes with you on the journey and is injured or shows the first clinical signs of an illness during the journey and has to return home for treatment, which means you have to cut short your holiday, we will pay:
a) The value of any unused travel and accommodation expenses for you and your immediate family, and
b) Any extra travel expenses to return your pet home.
What we will not pay
1. More than the maximum benefit.
2. Any amount or expense resulting from a pre-existing condition.
3. Any amount or expense resulting from an illness which starts in the first 14 days of cover.
4. Any amount unless a vet has certified your pet is too ill to travel or has to return home for treatment.
5. Any amount if the journey was made to get treatment abroad.
6. Any amount you can claim back from anywhere else.
7. The cost of food.
8. Any amount that results from an injury or illness we have specified as excluded on your Certificate of Insurance Animal Details or generally not covered by these Terms and Conditions.
9. Any amount if a claim has not been submitted within 12 months of your holiday being cancelled.
10. Any amount if your pet is a rabbit.
How to claim
Please send us:
1. Your completed claim form,
2. The booking invoice and cancellation invoice from the travel agent, tour operator or other holiday sales organisation, and
3. If you are claiming for extra travel costs, the receipts for your expenses.
The invoices must show the date of the booking, the dates of the journey, the total cost of the holiday, the date you decided to cancel or return home and any expenses you cannot recover. We will not pay for the cost of this information.

Section 9 - Emergency Repatriation
Cover under this section applies in the agreed countries only.
What we will pay
If your pet is injured or shows the first clinical signs of an illness during your journey and cannot travel home the same way it travelled abroad we will pay:
1. Any extra costs to get your pet home,
2. The cost of accommodation for you to stay after your scheduled date of travel home until your pet is well enough to travel, and
3. The cost of returning your pet's body home or the cost of disposal in an agreed country if your pet dies.
What you pay
The excess shown on your Certificate of Insurance Animal Details.
What we will not pay
1. More than the maximum benefit.
2. Any costs resulting from a pre-existing condition.
3. Any costs resulting from an illness which starts in the first 14 days of cover.
4. Any costs that result from an injury that happens or an illness first showing clinical signs before the start of your journey.
5. Any costs unless a vet has certified your pet is too ill to travel home the same way it travelled abroad.
6. Any costs if the journey was made to get treatment abroad.
7. Any costs that can be reclaimed from anywhere else.
8. More than 14 days' accommodation costs.
9. Any costs that result from an illness or injury specified as excluded on your Certificate of Insurance Animal Details or generally not covered within these Terms and Conditions.
10. The cost of a coffin, casket or any other container for your pet's remains.
11. The cost of food.
12. Any costs if a claim has not been submitted within 12 months of the date your pet returns home.
13. Any amount if your pet is a rabbit.
How to claim
Please send us:
1. Your completed claim form,
2. Your booking invoice or any other official documents showing the dates of your journey, and
3. The receipts for any extra travel or accommodation costs and the expenses to get your pet home or dispose of its body.
We will not pay for the cost of this information.

Excesses are loaded for dogs aged 8 years and over (5 years and over for selected breeds)
Normal Excess

Zone 1

2

3

4

Dog

7 years or less £100£90£80£65

8 years £115£105£95£85

9 years£125£115£105£95

10 years and older£125+20%£115+20%£105+20%£95+20%

Select Breed

4 years or less £100£90£80£65

5 years£115£105£9£85

6 years£125£115£105£95

7 years and older£125+20%£115+20%£105+20%£95+20%

Section 10 Quarantine expenses and loss of documents
Cover under this section applies in the agreed countries only.
What we will pay
If your pet is not allowed back into the UK because of:
1 an illness first showing clinical signs during the journey; or
2 the failure of the micro chip, or
3 the PETS certificate, Certificate for treatment against parasites or Pet passport being lost or stolen, we will pay;
- the cost to keep your pet in quarantine; and
- the cost of getting a duplicate PETS certificate, Certificate for treatment against parasites or Pet passport ; and
- the cost of temporary accommodation while getting the duplicate PETS certificate, Certificate for treatment against parasites or Pet passport ; and
- any extra costs to travel home if the time in getting a duplicate PETS certificate, Certificate for treatment against parasites or Pet passport has caused you to miss your scheduled travel arrangements back to your home .
What you pay
The excess stated on your Certificate of Insurance Animal Details.
What we will not pay
1 More than the maximum benefit .
2 Any costs resulting from:
i an injury that happened or an illness that first showed clinical signs before your pets cover started; or,
ii an injury or illness that is the same as, or has the same diagnosis or clinical signs as an injury , illness or clinical sign your pet had before your pets cover started; or,
iii an injury or illness that is caused by, relates to or results from an injury , illness or clinical sign your pet had before your pets cover started
no matter where the injury , illness or clinical signs are noticed or happen in, or on your pets body.
3 Any costs resulting from:
i an illness that first showed clinical signs within 14 days of your pets cover starting; or,
ii an illness which is the same as, or has the same diagnosis or clinical signs as an illness that first cover starting; or
iii an injury or illness which 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 your pets cover starting
no matter where the illness or clinical signs are noticed or happen in, or on your pets body.
4 Any costs that result from an injury that happens or an illness first showing clinical signs before the start of your journey .
5 Any costs that can be reclaimed from anywhere else.
6 Any costs that result from an illness or injury shown as excluded on your Certificate of Insurance or generally not covered in these Terms and Conditions.
7 Any costs that result from the failure of any microchip that does not meet the standards ISO 11784 or ISO 11785.
8 Any costs that result from a microchip reader failing to read a microchip.
9 Any costs unless there is some official documentation to certify the theft or loss of the PETS certificate, Certificate for treatment against parasites or Pet passport was reported to the Police. Or the ship, aircraft, train or coach operator if the loss or theft happened while you were travelling with them.
10 Any costs that result from the PETS certificate , Certificate for treatment against parasites or Pet passport being lost or stolen while left unattended unless they are in your accommodation or the locked boot, covered luggage area or glove compartment of a locked vehicle.
11 More than 7 days temporary accommodation costs.
12 Any costs if a claim had not been submitted within 12 months of the date your pet returns home.
13 Any amount if your pet is a rabbit.
SPECIAL CONDITIONS THAT APPLY TO THIS SECTION
1 You must take all reasonable steps to make sure the PETS certificate , Certificate for treatment against parasites and Pet passport are not lost or stolen.
2 You must report the loss or theft of the PETS certificate,Certificate for treatment against parasites or Pet passport within 24 hours of discovering it missing to the Police and obtain a Police report. If the loss or theft occurred on a ship, aircraft, train or coach you must report the loss to the operator and obtain a report.
3 You must take all reasonable steps to find or recover the missing PETS certificate , Certificate for treatment against parasites or Pet passport .
How to claim
Fill in the claim form and send it with;
1 invoices and receipts to show the costs involved;
2 a copy of your booking invoice or other documentation to show the scheduled journey dates; and
3 where applicable a Police or Operators report.
We will not pay for this information.

Section 10 Quarantine expenses and loss of documents
Cover under this section applies in the agreed countries only.
What we will pay
If your pet is not allowed back into the UK because of:
1 an illness first showing clinical signs during the journey; or
2 the failure of the micro chip, or
3 the PETS certificate, Certificate for treatment against parasites or Pet passport being lost or stolen, we will pay;
- the cost to keep your pet in quarantine; and
- the cost of getting a duplicate PETS certificate, Certificate for treatment against parasites or Pet passport ; and
- the cost of temporary accommodation while getting the duplicate PETS certificate, Certificate for treatment against parasites or Pet passport ; and
- any extra costs to travel home if the time in getting a duplicate PETS certificate, Certificate for treatment against parasites or Pet passport has caused you to miss your scheduled travel arrangements back to your home .
What you pay
The excess stated on your Certificate of Insurance Animal Details.
What we will not pay
1 More than the maximum benefit .
2 Any costs resulting from:
i an injury that happened or an illness that first showed clinical signs before your pets cover started; or,
ii an injury or illness that is the same as, or has the same diagnosis or clinical signs as an injury , illness or clinical sign your pet had before your pets cover started; or,
iii an injury or illness that is caused by, relates to or results from an injury , illness or clinical sign your pet had before your pets cover started
no matter where the injury , illness or clinical signs are noticed or happen in, or on your pets body.
3 Any costs resulting from:
i an illness that first showed clinical signs within 14 days of your pets cover starting; or,
ii an illness which is the same as, or has the same diagnosis or clinical signs as an illness that first cover starting; or
iii an injury or illness which 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 your pets cover starting
no matter where the illness or clinical signs are noticed or happen in, or on your pets body.
4 Any costs that result from an injury that happens or an illness first showing clinical signs before the start of your journey .
5 Any costs that can be reclaimed from anywhere else.
6 Any costs that result from an illness or injury shown as excluded on your Certificate of Insurance or generally not covered in these Terms and Conditions.
7 Any costs that result from the failure of any microchip that does not meet the standards ISO 11784 or ISO 11785.
8 Any costs that result from a microchip reader failing to read a microchip.
9 Any costs unless there is some official documentation to certify the theft or loss of the PETS certificate, Certificate for treatment against parasites or Pet passport was reported to the Police. Or the ship, aircraft, train or coach operator if the loss or theft happened while you were travelling with them.
10 Any costs that result from the PETS certificate , Certificate for treatment against parasites or Pet passport being lost or stolen while left unattended unless they are in your accommodation or the locked boot, covered luggage area or glove compartment of a locked vehicle.
11 More than 7 days temporary accommodation costs.
12 Any costs if a claim had not been submitted within 12 months of the date your pet returns home.
13 Any amount if your pet is a rabbit.
SPECIAL CONDITIONS THAT APPLY TO THIS SECTION
1 You must take all reasonable steps to make sure the PETS certificate , Certificate for treatment against parasites and Pet passport are not lost or stolen.
2 You must report the loss or theft of the PETS certificate,Certificate for treatment against parasites or Pet passport within 24 hours of discovering it missing to the Police and obtain a Police report. If the loss or theft occurred on a ship, aircraft, train or coach you must report the loss to the operator and obtain a report.
3 You must take all reasonable steps to find or recover the missing PETS certificate , Certificate for treatment against parasites or Pet passport .
How to claim
Fill in the claim form and send it with;
1 invoices and receipts to show the costs involved;
2 a copy of your booking invoice or other documentation to show the scheduled journey dates; and
3 where applicable a Police or Operators report.
We will not pay for this information.

Premiums are payable in four postcode zones:
Zone 1: N, NW, SW, W, WC.
Zone 2: AL, BN, BR, CM, CR, CT, DA, E, EC, EN, GU, HA, HP, IG, KT, ME, RG, RH, RM, SE, SG, SL, SM, SS, TN, TW, UB, WD.
Zone 3: AB, B, BA, BD, BS, BT, CA, CB, CH, CO, CW, DD, DE, DY, EH, FK, FY, G, GL, GY, HD, HG, HU, HX, IP, JE, KY, L, LA, LS, M, MK, ML, NE, NG, NN, NR, OL, OX, PA, PE, PO, PR, S, SK, SN, SO, SP, TA, TR, WF, WN, WV.
Zone 4: BB. BH, BL, CF, CV, DG, DH, DL, DN, DT, EX, HR, HS, IM, IV, KA, KW, LD, LE, LL, LN, LU, NP, PH, PL, SA, ST, SY, TD, TF, TQ, TS, WA, WR, WS, YO, ZE.