Petplan Supercat

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
3 If, when you claim, 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.

Normal Excess
Zone     1  2  3  4
Cat
7 years or less  £90  £80  £65  £60
8 years    £110  £100  £85  £80
9 years   £120  £110  £100  £90
10 years and older £120+20% £110+20% £100+20% £90+20%

Section 1B Complementary treatment
What we will pay
If instructed by the vet, the cost of complementary treatment your pet has received during the policy year for an illness or injury.
What we will not pay
1 More than the maximum benefit.
2 The cost of any treatment for:
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 its 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 its cover started,
no matter where the injury, illness or clinical signs are noticed or happen in, or on your pets body.
3 The cost of any treatment for:
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 showed clinical signs within 14 days of your pets cover starting; or,
iii) 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 of your pets cover starting,
no matter where the illness or clinical signs are noticed or happen in, or on your pets body.
15 Costs resulting from an injury or illness specified as excluded on your Certificates of Insurance or generally not covered within these terms and conditions.
18 The cost of treatment for a behavioural illness if your pets behaviour is caused by you failing to provide training.
20 The cost of any treatment if a claim has not been submitted within 12 months of your pet receiving treatment.
How to claim
Before your pet is treated, you must make sure that the vet and complementary therapist are prepared to fill in our claim form and provide invoices. You must fill in a claim form and ask your vet and complementary therapist to fill in their part. We will not pay for the vet or complementary therapist to do this.
Many vets have supplies of claim forms and claim forms can be downloaded from our website www.petplan.co.uk Alternatively you can phone our Customer Centre on 0845 074 4406 and ask for a claim form.
Send us the claim form together with the invoices setting out the costs involved
When to claim
You should send us your claim at the end of treatment or the end of the policy year if the treatment has not finished by this time. The claim must be submitted within 12 months of the pet receiving treatment.

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

Section 1B Complementary treatment
Cover under this section applies in the UK only.
What we will pay
If instructed 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.
2 The cost of any treatment for:
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 its 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 its cover started,
no matter where the injury, illness or clinical signs are noticed or happen in, or on your pets body.
3 The cost of any treatment for:
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 showed clinical signs within 14 days of your pets cover starting; or,
iii) 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 of your pets cover starting,
no matter where the illness or clinical signs are noticed or happen in, or on your pets body.
4 The cost of any treatment a vet normally recommends to prevent injury or illness.
5 The cost of any treatment, or complications arising from treatment, that you choose to have carried out that is not directly related to an injury or illness, including cosmetic dentistry.
6 The cost of killing and controlling fleas, general health improvers and any treatment in connection with pregnancy or giving birth.
7 The cost of any food, including food prescribed by a vet, unless it is used to dissolve existing bladder stones and crystals in urine.
8 The cost of pheromone products, including DAP diffusers and Feliway.
9 The cost of vaccinations, spaying and castration except the cost of treating any complications arising from these procedures.
10 The cost of trimming rabbits teeth.
11 The cost of treating any injury or illness deliberately caused by you or anyone living with you.
12 The costs of having your pet put to sleep, cremated, buried or otherwise disposed of.
13 The cost of house calls unless the vet or complementary therapist confirms that moving your pet would damage its health, regardless of your personal circumstances.
14 Extra costs for treating your pet outside usual surgery hours, unless the vet or complementary therapist confirms an emergency consultation is necessary.
15 The cost of hospitalisation and any associated veterinary treatment, unless the vet or complimentary therapist confirms it is essential that your pet is hospitalised
16 Costs resulting from an injury or illness specified as excluded on your Certificates of Insurance or generally not covered within these terms and conditions.
17 The cost of any form of housing, including cages, whether hired or purchased.
18 The cost of bathing, grooming or de-matting your pet unless
- you have taken all reasonable steps to maintain your pets health; and
- the vet or complementary therapist confirm veterinary expertise is needed and therefore only a vet, member of a veterinary practice or the complementary therapist can carry out these activities, regardless of your personal circumstances.
19 The cost of treatment for a behavioural illness if your pets behaviour is caused by you failing to provide training.
20 The cost of dental treatment unless your pet has had its teeth checked by a vet no longer than 12 months before the onset date of the claim. If any treatment was recommended as a result of the check this must have been carried out.
21 The cost of any treatment if a claim has not been submitted within 12 months of your pet receiving treatment.
How to claim
Before your pet is treated, you must make sure that the vet and complementary therapist are prepared to fill in our claim form and provide invoices.
You must fill in a claim form and ask your vet and complementary therapist to fill in their part. We will not pay for the vet or complementary therapist to do this.
Send us the claim form together with the invoices setting out the costs involved
When to claim
You should send us your claim at the end of treatment or the end of the policy year if the treatment has not finished by this time. The claim must be submitted within 12 months of the pet receiving treatment.

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

Section 6 Death from illness
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 illness. If you did not pay for your pet or have no formal proof of how much you paid, we will pay the market value.
What we will not pay
1 More than the maximum benefit.
2 Any amount if your pets death results from:
i) an illness that first showed clinical signs before your pets cover started; or,
ii) an illness that is the same as, or has the same diagnosis or clinical signs as an illness or clinical sign your pet had before its cover started; or,
iii) an injury or illness that is caused by, relates to or results from an illness or clinical sign your pet had before its cover started,
no matter where the injury, illness or clinical signs are noticed or happen in or on your pets body.
3 Any amount if your pets death results 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 showed clinical signs within 14 days of your pets cover starting; or,
iii) an 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 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 amount if the death results from an illness or disease in any Select breed aged 5 years or over or any other pet aged 8 years or over.
5 Any amount if the death results from pregnancy or giving birth.
6 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.
7 The purchase price or market value of your pet if a vet puts your pet to sleep unless it is because of an incurable illness and the vet believes it was not humane to keep your pet alive because it was suffering.
8 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 completed claim form.
We will not pay for this information.

Section 5 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 2 Advertising and rewards
Cover under this section applies in the UK and the agreed countries.
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 if 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 material.
3 Any reward that we have not agreed to 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 anyone 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 More than 7 days accommodation costs and more than £30 for each days accommodation, if your pet is stolen or goes missing during your journey.
8 If your pet is stolen or goes missing during your journey, any amount if the cost of accommodation is at a property owned by you or your family.
9 Any amount if your pet is stolen or goes missing during your journey, 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.
10 Any amount if a claim has not been submitted within 12 months of your pet going missing or being stolen.
11 Any amount for a rabbit outside the UK.
SPECIAL CONDITIONS THAT APPLY TO THIS SECTION WHEN YOUR PET IS STOLEN OR GOES MISSING DURING YOUR JOURNEY
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 approval of any reward before you advertise it.
Fill in the claim form and send it to us with invoices and receipts to show the costs involved, including a receipt for any reward you paid.
If the loss or theft happened during your journey please also send us the booking invoice for your journey or any other official documents to show the dates of your journey.

Section 2 Advertising and rewards
Cover under this section applies in the UK and the agreed countries.
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 if 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 material.
3 Any reward that we have not agreed to 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 anyone 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 More than 7 days accommodation costs and more than £30 for each days accommodation, if your pet is stolen or goes missing during your journey.
8 If your pet is stolen or goes missing during your journey, any amount if the cost of accommodation is at a property owned by you or your family.
9 Any amount if your pet is stolen or goes missing during your journey, 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.
10 Any amount if a claim has not been submitted within 12 months of your pet going missing or being stolen.
11 Any amount for a rabbit outside the UK.
SPECIAL CONDITIONS THAT APPLY TO THIS SECTION WHEN YOUR PET IS STOLEN OR GOES MISSING DURING YOUR JOURNEY
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 approval of any reward before you advertise it.
Fill in the claim form and send it to us with invoices and receipts to show the costs involved, including a receipt for any reward you paid.
If the loss or theft happened during your journey please also send us the booking invoice for your journey or any other official documents to show the dates of your journey.

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 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 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
If your pet is found or returns, you must repay the full amount we have paid you.
As soon as you discover your dog is missing, you must:
1 tell all the 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;
2 if your pet is a dog you must tell the police and ask for the crime reference number or written confirmation of your report.
3 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: and
4 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.
How to claim
To claim for theft and straying you must have advertised the loss of your pet.
Please send us;
1) the original pedigree certificate and purchase receipt from when you bought your pet, where applicable; and
2) your claim form.
We will not pay for this information. Please note, if the claim is paid the original pedigree certificate and purchase receipt will not be returned to you.

Section 3 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 7 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 is injured or shows the first clinical signs of an illness while you are away or up to 7 days before you leave and so needs immediate life-saving surgery.
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
- goes missing; or
- is injured or shows the first clinical signs of an illness while you are away and needs immediate life-saving surgery.
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;
- the value of any unused travel and accommodation expenses for you and your immediate family, and
- 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:
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 cover started; or
iii. an injury or illness that is caused by, related to or results from an injury, illness or clinical sign your pet had before its cover started,
no matter where the injury, illness or clinical signs are noticed or happen in, or on your pets body.
3 Any amount or expense 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 showed clinical signs within 14 days of your pets cover starting; or
iii) 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 of your pets cover starting,
no matter where the injury, illness or clinical signs are noticed or happen in, or on your pets body.
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 Certificates of Insurance or generally not covered by these Terms and Conditions.
9 Any amount if a claim had 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) a claim form which you and your vet have filled in; and
2) the booking invoice and cancellation invoice from the travel agent, tour operator or other holiday sales organisation if you have cancelled or cut short your journey; and
3) receipts for your expenses if you are claiming for extra travelling 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 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 ; or
2 the cost of accommodation for you to stay after your scheduled date of travel home until your pet is well enough to travel; or
3 the cost of returning your pets 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:
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 its 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 its 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 showed clinical signs within 14 days of your pets 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 injury , 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 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 or generally not covered within these Terms and Conditions.
10 The cost of a coffin, casket or any other container for your pets 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
Fill in the claim form and send it with;
1 your booking invoice,
2 the receipts for your extra travel or accommodation if you have to stay after your scheduled date of travel home ; and
3 the receipt for expenses to get your pet home or dispose of its body.
We will not pay for this information.

Excesses are loaded for dogs aged 10 years and over
Normal Excess
Zone     1  2  3  4
Cat
7 years or less  £90  £80  £65  £60
8 years    £110  £100  £85  £80
9 years   £120  £110  £100  £90
10 years and older £120+20% £110+20% £100+20% £90+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.