Pet Insurance Policy Booklet - Pet Insurance

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Pet Insurance Policy Booklet - Pet Insurance Powered By Docstoc
					Pet Insurance
Policy Booklet
    Policy Summary                                   y
    This is a summary of the M&S Pet                 dogs. It includes cover for veterinary fees
    Insurance Premier and Standard cover             for illness and injury, advertising and
    which is underwritten and administered by        reward for lost and stolen pets, and
    Royal & Sun Alliance Insurance plc. It does      emergency boarding costs. Two levels of
    not contain the full terms and conditions of     cover are available – Premier cover and
    insurance, but highlights the main features      Standard cover.
    and benefits and significant or unusual
    limitations and exclusions which may             Main features
    affect how you decide this insurance is          and benefits
    suitable for you. You can find full details      This table shows the amount you can
    later in this Policy Booklet in the Policy       claim up to in each period of insurance.
    Wording. It is important that you read this      Cross references to the relevant section of
    Policy Booklet carefully.                        the Policy Wording are included.
                                                     Full details of policy cover can be found on
    Type of insurance                                pages 7 to 30 of your Policy Booklet.`
    and cover
    M&S Pet Insurance provides cover for the
    major financial risks of owning pedigree
    cats and dogs and crossbreed cats and

    Section Title                                        Premier Cover         Standard Cover
    No                                                   – up to:              – up to:
    1        Veterinary fees                             £7,000                £4,000
             Limit each separate illness or injury       No limit              £1,000
                                                         Included in £7,000:
             - Complementary treatments                  £1,000                Not covered
             - Prescription food                         £200                  Not covered
             - Euthanasia/cremation/burial               £100                  Not covered
             - Referral to behaviourist                  £250                  Not covered
    2        Emergency boarding or daily minding         £70 a week up         £60 a week up to
                                                         to a maximum £750     a maximum £600
    3        Advertising costs                           £1,250                £600
             Reward                                      £750                  £600
    4        Theft or straying                           £1,500                £600
    5        Death from injury                           £1,500                £600
    6        Death from illness                          £1,500                £600
    7        Holiday cancellation                        £3,000                Not covered
    8        Quarantine costs                            £2,000                Not covered
    9        Loss of pet passport                        £250                  Not covered
    10       Repeat tick and worming treatment           £500                  Not covered
    11       Emergency expenses abroad                   £2,000 emergency      Not covered
                                                         vet treatment +
                                                         £500 other costs
    12       Damage to kennel and bedding                £100                  Not covered
    13       Failure of spaying                          £250                  Not covered
    14       Third party liability (dogs only)           £2,000,000            £1,000,000

2
Policy Summary continued
What you pay towards the cost of a claim
(policy excess)
Section 1 Veterinary fees                        If your pet receives any treatment for the
You pay an amount, as shown in the               same illness, injury, behavioural disorder
table below, towards the cost of any             or for prescription food in more than one
treatment your pet receives in the               period of insurance you must pay an
period of insurance for each illness,            amount towards the cost of the treatment
injury, behavioural disorder or for              your pet receives in each period of
prescription food.                               insurance.

Age                  Premier cover                        Standard cover
Cats under 9         £50                                  £75
Cats 9 and over      £50 + 20% of the rest of             £75 + 20% of the rest of
                     the cost of any treatment            the cost of any treatment
Dogs under 9         £70                                  £90
Dogs 9 and over      £70 + 20% of the rest of             £90 + 20% of the rest of
                     the cost of any treatment            the cost of any treatment

Section 7 Holiday cancellation                   referral, you must contact us as soon as
The first £50 of the cost of                     possible.
accommodation or travel costs.
                                                 This insurance does not cover:
Section 14 Third party liability                 1 Cats and dogs less than 8 weeks old.
The first £250 of any claim where property       2 Any dog used for racing or fighting, as
is damaged or destroyed.                           a guard or security dog, wolf hybrids,
                                                   American Bulldogs and any breed of
                                                   dog registered under the Dangerous
Significant or unusual                             Dogs Act.
limitations and exclusions                       3 Anything that is caused by, relates to
The following is a summary of the main             or results from;
policy limitations and exclusions. Full            • your pet’s medical history before the
details can be found in the Policy Wording.          insurance started.
Cross references to the relevant section of        • your occupation, your profession or
the Policy Wording are included.                     any business.
                                                   • you not complying with the
General limitations in cover                         Government’s Pet travel scheme.
We will not pay for any out of hours             4 Any claim associated with rabies.
treatment unless you have telephoned our         5 Your pet when used for breeding
M&S Vetfone service or your vet considers          purposes.
the treatment could not wait until normal        6 Any claims resulting from a trip abroad
surgery hours. If your pet is referred by          when you and your pet live part of the
your vet to another specialist vet for             time in another country.
treatment that is likely to cost more than       7 Repatriation of your pet following its
£1,000 you must contact us first to agree          death.
these costs. If your pet needs emergency
medical treatment on the same day as this

                                                                                              3
    Policy Summary continued
    Specific or unusual                             Section 2 – Emergency boarding
    limitations and                                 and daily minding
    exclusions                                      What we will not pay:
                                                    • The cost of boarding your pet if you go
    Section 1 – Veterinary fees                       into hospital as a result of an illness or
    What we will not pay:                             injury that happened or showed
                                                      symptoms before the insurance
    • The cost of treating any illness that           started.
      your pet should have been vaccinated
      against.                                      • The cost of boarding your pet as a
                                                      result of your pregnancy.
    • The cost of treating an illness, injury or
      behavioural disorder that happened or         • There is a weekly and total limit to the
      showed clinical signs before your pet’s         amount you can claim. If you have
      insurance started.                              Premier cover, £70 per week up to a
                                                      maximum of £750; Standard cover £60
    • The cost of treating an illness or              per week up to a maximum of £600.
      behavioural disorder that showed
      clinical signs in the first 14 days of your   Section 4 – Theft or straying
      pet’s insurance.                              • We will not pay the purchase price
    • Any costs resulting from vaccinations,          unless you can prove the amount you
      spaying, castration, pregnancy or               paid for your pet.
      giving birth.
                                                    Section 5 – Death from injury
    • Any costs to treat teeth and gum
      disorders if your pet does not have           What we will not pay:
      regular dental checks.                        • Death as a result of an injury that
    • Hydrotherapy for arthritis, obesity,            happened before the insurance
      weight loss, general fitness, mobility          started, or an injury that is the same as
      and stamina.                                    one your pet had before the insurance
    • The cost of prescription food to                started.
      manage long term illnesses.                   • The purchase price unless you can
    • The cost of hydrotherapy for general            prove the amount you paid for your pet.
      non weight bearing exercise.                  Section 6 – Death from illness
    • A vet must formally refer your pet for
      complementary treatment.                      What we will not pay:
    • You must contact the M&S Vetfone              • Any illness that your pet should have
      service if your vet practice is shut.           been vaccinated against.
    • You must contact us if your pet is            • Death as a result of an illness or
      referred to a specialist vet and the cost       behavioural disorder that showed
      is likely to be more than £1,000.               clinical signs before or within 14 days
                                                      of the start of the insurance.
                                                    • Death from illness after your pet’s 9th
                                                      birthday
                                                    • The purchase price unless you can
                                                      prove the amount you paid for your pet.

4
Section 7 – Holiday cancellation               Section 14 – Third party liability
                                               (dogs only)
What we will not pay:
• Any illness or injury that happened          We will not pay:
  before you have booked your holiday.         • For any incident that is connected in
• Any illness or injury that happens more        any way to a business.
  than 9 days before the start of your         • For anything that happens to a
  holiday.                                       member of your family or someone
• Holiday cancellation unless your pet           living with you.
  requires life saving surgery that
                                               Annual contract
  prevents you from taking your holiday
  or means you have to cut it short.           You agree to pay the full annual premium.
                                               If you pay your premium by monthly
Section 8 – Quarantine costs                   instalments and you make a claim we
• We will not pay costs as a result of an      have the right to deduct outstanding
  illness, behavioural disorder or injury      instalments and the instalments for the
  that showed clinical signs before or         rest of the year from any claim payment.
  within 14 days of the start of the           Cancellation
  insurance or before you travelled.
                                               After you first receive your policy
• You must look after your pet’s pet           documents you have 14 days in which to
  passport so that it is not lost or stolen.   cancel and get a full refund of what you
Section 9 – Loss of pet passport               have paid, providing you have not made a
                                               claim.
• You must look after your pet’s pet
                                               If you do not cancel within the 14 days
  passport so that it is not lost or stolen.
                                               your insurance will continue as stated on
  You must report the loss or theft of
                                               your Policy Schedule and you agree to
  your pet’s pet passport quickly so
                                               pay the full annual premium.
  there is more chance of getting it back.
                                               You can cancel this insurance at anytime
Section 10 – Repeat tick and                   after the 14 days.
worming treatment
                                               Making a claim
• You must report the loss of your pet’s       Telephone the M&S Pet Insurance claims
  pet passport or certificate of treatment     line on 0800 980 8750.
  against ticks and tapeworms to the
  Police within 24 hours.
Section 11 – Emergency
expenses abroad
• We will not pay for an injury, illness or
  behavioural disorder before your
  holiday started.
• You must look after your pet’s pet
  passport so that it is not lost or stolen.
• You must report the loss or theft of
  your pet’s pet passport quickly so
  there is more chance of getting it back.

                                                                                           5
    Policy Summary continued
    Complaints
    If you have a complaint you can contact
    us on 0800 980 8740 or write to us at;
    M&S Pet Insurance
    35 Friday Street
    Henley-on-Thames
    Oxfordshire
    RG9 1RX
    Fax: 01491 636234
    If you are not satisfied with the way we
    have dealt with your complaint you can
    write to the M&S Customer Relations
    Team.
    If you are still not satisfied you can contact
    the Financial Ombudsman Service.
    Full details can be found on page 28 of
    your Policy Booklet.

    Financial Services
    Compensation Scheme
    (FSCS)
    Royal & Sun Alliance Insurance plc is a
    member of the Financial Services
    Compensation Scheme (FSCS). This
    provides compensation in case any
    member goes out of business or into
    liquidation and is unable to meet any valid
    claims against its policies. You may be
    entitled to compensation if we cannot
    meet our obligations, depending on the
    circumstances of the claim. Further
    information about the compensation
    scheme can be obtained from the FSCS.

    Financial Services Compensation Scheme
    7th floor, Lloyds Chambers,
    Portsoken Street,
    London, E1 8BN.

    www.fscs.org.uk


6
Policy Wording
Contents
8   Understanding and using                    20 Section 8
    your policy                                   Quarantine costs

8   The insurance contract                     21 Section 9
                                                  Loss of pet passport
9   Definitions of terms used in this policy
                                               21 Section 10
10 General conditions applicable to               Repeat tick and worming treatment
   the whole policy
                                               22 Section 11
11 Claims conditions applicable to the            Emergency expenses abroad
   whole policy
                                               24 Additional exclusions applicable to
12 Section 1                                      sections 7 - 11
   Veterinary fees
                                               24 Section 12
15 Section 2                                      Damage to kennel and bedding
   Emergency boarding or daily minding
                                               24 Section 13
16 Section 3                                      Failure of spaying
   Advertising and reward costs
                                               25 Section 14
16 Section 4                                      Third party liability
   Theft or straying
                                               26 General exclusions applicable to the
17 Section 5                                      whole policy
   Death from injury
                                               27 Claims procedure
18 Section 6
   Death from illness                          28 Complaints procedure

19 Section 7                                   29 Helplines
   Holiday cancellation




                                                                                         7
    Understanding and                               Alternatively, you can request cancellation
                                                    of the policy and you will receive a full
    using your policy                               refund of premium, as long as no claim
    This section ‘Understanding and using           has been made.
    your policy’ does not form part of the legal
                                                    If you have any questions please contact
    contract between you and us. It includes
                                                    us. The telephone numbers are provided
    information which will help you to
                                                    with your policy schedule and at the back
    understand and use your policy.
                                                    of this booklet.
    Insurance policies can be difficult to
    understand so we have tried to make this
    policy easy to read. Some words have a
                                                    The insurance contract
    special definition in your policy and these     This policy wording, your policy schedule
    are listed and explained on pages 9 & 10,       and the information you gave us when
    ‘Definitions of terms used in this policy’.     arranging this insurance or at any time
    From now on whenever a word with a              after, make up your insurance contract
    special meaning is used it will be printed in   which is a legal contract between you and
    bold type.                                      us. The policy wording and policy
                                                    schedule make one document and you
    Your policy is in two parts – the policy        need to read your policy wording together
    wording and the policy schedule. The            with your policy schedule to find out
    policy wording contains details of:             exactly what your insurance covers.
    • what we will pay                              Please keep them together.
    • what we will not pay                          Our part of the contract is that we will
    • what you pay towards the cost of a            provide the cover set out in this policy
      claim (the excess)                            wording:
    • what you have to do to make sure your         • for those sections which are shown on
      policy is valid                                 your policy schedule;
    • how to claim                                  • for the period of insurance set out on
    • Complaints procedure.                           the same policy schedule.

    Your policy schedule contains details of:       Your part of the contract is:
    • the pet you have insured                      • you must pay the premium as shown on
    • the period of your insurance                    your policy schedule for each period of
    • the policy sections covered by your             insurance;
      insurance.                                    • you must comply with all the terms and
                                                      conditions set out in this policy.
    Please keep your policy schedule with the
    policy wording. We will send you a new          If you do not meet your part of the
    policy schedule whenever you or we              contract, we may turn down a claim,
    make a change to the insurance and each         increase the premium or you may find that
    year before renewal so you can check that       you do not have any cover.
    the cover still meets your needs.
    Once you have received your policy you          The law applicable to
    will have 14 days to make sure the cover        this policy
    is exactly what you need. If it isn’t, you      Under the laws of the United Kingdom
    can send back your documents and ask            (England, Scotland, Wales and Northern
    us to make any necessary changes.               Ireland) both you and we may choose the

8
law which applies to this contract, to the     Complementary treatment
extent permitted by those laws. Unless         means physiotherapy, osteopathy,
you and we agree otherwise, we have            hydrotherapy, chiropractic care carried
agreed with you that the law which             out, following referral from a vet, by a
applies to this contract is the law which      member of one of the following
applies to the part of the United Kingdom      organisations:
in which you live, or, if you live in the      • Association of Chartered
Channel Islands or the Isle of Man, the law      Physiotherapists in Animal Therapy
                                               • National Association of Veterinary
of whichever of those two places in which
                                                 Physiotherapists
you live.
                                               • McTimoney Chiropractic Association
We and you have agreed that any legal          • Canine Hydrotherapy Association
proceedings between you and us in
                                               Emergency veterinary treatment
connection with this contract will only take
                                               Means immediate veterinary treatment
place in the courts of the part of the
                                               that cannot be delayed until your pet
United Kingdom in which you live, or, if       returns home.
you live in either the Channel Islands or
the Isle of Man, the courts of whichever of    Endorsement
those two places in which you live.            Any alteration made to the policy, which
                                               has been agreed by us in writing.
This policy has been issued by Royal &
Sun Alliance Insurance plc in the United       Europe
Kingdom.                                       means countries, states or territories in the
                                               continent of Europe, west of the Ural
                                               mountains, and the Canary Islands who
Definitions of terms                           are part of the UK Government Pet travel
used in this policy                            scheme, plus the Republic of Ireland.
This part of the policy sets out the words     Holiday
which have a special meaning. Each word        means a holiday or business trip to
is listed together with its meaning and is     Europe which starts from and ends at
shown in bold throughout the policy.           your home.
Behavioural disorder                           Home
means the treatment of a change to your        means the place in the United Kingdom,
pet’s normal mental or emotional state,        the Isle of Man or the Channel Islands
carried out, following referral from a vet,    where you and your pet live permanently
by a member of one of the following            for at least 9 months in the period of
organisations:                                 insurance.
Association of Pet Behaviour Counsellors       Illness, Illnesses
Canine and Feline Behaviour Association        means sickness, disease or changes in
Clinical signs                                 your pet’s normal healthy state.
means changes in your pet’s normal             Hydrotherapy
healthy state, its bodily functions or         means swimming and water treadmill
behaviour.                                     sessions immediately before and after
                                               surgery to promote muscle, tendon and
                                               cartilage regeneration.

                                                                                               9
     Market value                                  Surgeons and who works in general
     means the price generally paid at the time    Veterinary practice.
     you got your pet for an animal that was
                                                   We, Us, Our
     the same age, breed, pedigree and
     breeding ability as your pet.                 means Royal & Sun Alliance Insurance plc.

     Period of insurance                           You, Your
     means 12 months from the Inception Date       means the person named as the
     or Renewal Date shown on your policy          policyholder in the policy schedule.
     schedule.
     Pet, Pet’s
                                                   General conditions
     means the cat or dog named in the policy      applicable to the whole
     schedule.                                     policy
     Pet passport                                  You must comply with the following
     means the official documents required by      conditions to have the full protection of
     the UK Government Pet travel scheme to        your policy. If you do not meet these
     show your pet has been microchipped,          conditions we may cancel your insurance,
     vaccinated against rabies and blood           refuse to pay your claim or only pay part
     tested.                                       of it.

     Pet travel scheme                             Ownership of the pet
     means the UK Government Pet travel            You must be the owner of the pet and it
     scheme that allows you to take your pet       must live with you at your home address.
     abroad and bring it back into the United      If you are no longer the owner or your pet
     Kingdom, Isle of Man or Channel Islands       stops living with you at your home
     without putting it in quarantine.             address you must tell us.

     Transport company                             Care of the pet
     means a transport company approved            You must arrange for your pet to be kept
     to carry animals under the UK                 vaccinated against the following;
     Government Pet travel scheme.                 Dogs: distemper, hepatitis, leptospirosis
                                                   and parvovirus.
     United Kingdom                                Cats: feline infectious enteritis, feline
     means England, Scotland, Wales and            leukaemia and cat flu.
     Northern Ireland.
                                                   Changes in your circumstances
     Veterinary treatment                          Using the contact details provided with
     means any examination, consultation,          your policy schedule, you must tell us
     advice, tests, x-rays, medication, surgery,   within 30 days as soon as you know
     nursing and care provided by a vet or an      about any of the following changes:
     employee of a veterinary practice under a     • you are no longer the owner of the pet
     vet’s supervision. This also includes         • your pet stops living with you at your
     homeopathy, acupuncture and any other           home
     treatment a vet is authorised to carry out.
                                                   • your pet has been used for racing
     Vet, Vet’s                                    • your pet has had complaints made
     means a fully qualified Veterinary              about its behaviour
     practitioner holding a current registration   • your pet has been the cause of an
     with the Royal College of Veterinary            accident or legal action

10
• your pet has been trained to attack          If you pay the full annual premium and
• your pet has been used for security          cancel this insurance we will give you a
  purposes or as a guard dog                   refund of the part of the insurance you
• your pet is neutered or spayed               have not used, providing you have not
                                               made a claim.
We may re-assess your cover and
premiums when we are told about changes        Transferring your interest in
in your circumstances. If you do not tell us   the policy
about changes or give us incorrect             You cannot transfer this insurance to
information, the wrong terms may be            another person without our written
quoted, a claim may be rejected or payment     permission.
could be reduced. In some circumstances
your policy may be invalid, and you may not    Change in cover from Premier to
be entitled to a refund of premium.            Standard
                                               If at any time you change your type of
Fraud
                                               cover from M&S Premier cover to M&S
If dishonesty or exaggeration is used by
                                               Standard cover we will continue to provide
you, or anyone acting on behalf of you to
                                               cover for the cost of veterinary treatment
obtain;
• a claims payment under your policy; or       for an illness or injury that first showed
• cover for which you do not qualify; or       clinical signs during a period of insurance
• cover at a reduced premium;                  under the M&S Premier cover up to the
all benefits under this policy will be lost,   monetary limits of M&S Standard cover, that
the policy may be invalid, you may not be      applied when the first clinical signs of the
entitled to a refund of premium and legal      injury or illness were noticed, providing
action may be taken against you.               cover is continuous between the date the
                                               clinical signs were first noticed and the
Change of terms and conditions
                                               dates of treatment of any further claim.
If we offer further periods of insurance
we may change the premium, the excess          Other conditions
and the policy terms and conditions.           There are other conditions which relate to
                                               any claim you may make and these are
Cancelling the policy
                                               shown in the next section ‘Claims
You can cancel this policy at any time by
                                               conditions applicable to the whole policy.’
calling us or writing to us. We can cancel
                                               You should also refer to any conditions
this policy after we give you 7 days notice
                                               shown under individual sections of your
in writing to the address shown on your
                                               policy.
latest policy schedule.
If you make a claim and then cancel this       Claims conditions applicable to
insurance we will not refund any premium       the whole policy
to you.                                        These are the conditions of the insurance
If you pay by monthly instalments and          you will need to meet as your part of this
cancel this insurance we will not refund       contract. If you do not, a claim may be
any premium to you.                            rejected or payment could be reduced. In
It is your responsibility to make sure your    some circumstances your policy may be
bank pays your monthly instalments. If         invalid.
you do not pay a monthly instalment your       You should also check the information on
insurance will end on the date you should      ‘How to claim’ under individual sections of
have made the payment.                         your policy.
                                                                                              11
     Rights and responsibilities                 We will provide cover in the
     If you have any legal rights against any    following policy sections if they
     other person in respect of your claim, we   are shown on your policy
     may take action against them at our         schedule.
     expense, in your name.
     You must provide us, at your own            Section 1 – Veterinary fees
     expense, with any information and           What we will pay
     assistance we may reasonably require        If your pet is ill or injured in the United
     about any claim. You must help us to take   Kingdom, Isle of Man or Channel Islands
     legal action against anyone or help us      during the period of insurance we will pay;
     defend any legal action if we ask you to.   if you have Premier cover;
     Medical history                             the cost of veterinary treatment carried out
     You agree that any vet who has treated      in the period of insurance up to £7,000 for
     your pet has your permission to provide     all illnesses and injuries, and included in
     us, at your own expense, with any           the £7,000;
     information and assistance we may                 • complementary treatment up to
     reasonably require about your pet’s                 £1,000;
     medical history. You agree to be                  • prescription food to help diagnose
     responsible for payment of any charge the           an illness up to £200;
     vet makes for the information.
                                                       • the cost of putting your pet to sleep
     Annual contract                                     and cremation or burial up to £100;
     You agree to pay the full annual premium.         • travel expenses of 30p for each mile
     If you pay your premium by monthly                  you travel if your vet refers your pet
     instalments and you make a claim we                 to another vet at a specialist
     have the right to deduct outstanding                veterinary practice or veterinary
     instalments and the instalments for the             hospital;
     rest of the year from any claim payment           • the cost to treat a behavioural
     Other insurance                                     disorder up to £250.
     If you make a claim and you can also
     claim under another insurance policy, we    if you have Standard cover:
     will only pay our share of the claim. You   the cost of veterinary treatment carried out
     must tell us the name of the other          in the period of insurance for all illnesses
     insurance company and the policy            and injuries up to £4,000, limited to
     number.                                     £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
                                                     pet’s 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

12
       disorder or clinical sign your pet had        • any other disorder caused by,
       before your pet’s insurance started,             relating to or resulting from dental or
       or;                                              gum disorder; unless;
    • an injury, illness or behavioural              • your pet has had its teeth checked
       disorder that is caused by, relates to           in the 12 months before the first
       or results from an injury, illness or            clinical signs of the dental or gum
       clinical sign your pet had before                disorder that you are claiming the
       your pet’s insurance started;                    cost of treatment for, and;
    no matter where the injury, illness,             • your pet has had all treatment,
    behavioural disorder or clinical signs              recommended during that check
    are noticed or happen in, or on your                carried out.
    pet’s body.                                 7    The cost of:
2   The cost of any treatment for;                   • food that is not produced by a pet
    • an illness or behavioural disorder                food manufacturer as a prescription
       that first showed clinical signs                 food;
       within 14 days of the date your pet’s         • prescription food that is not
       insurance started, or;                           prescribed by a vet;
    • an illness or behavioural disorder             • obesity and weight control
       which is the same as, or has the                 prescription foods;
       same diagnosis or clinical signs as
                                                     • prescription food, after a diagnosis is
       an illness that first showed clinical
                                                        made to help manage an illness,
       signs within 14 days of the date
                                                        including allergies, food intolerance
       your pet’s insurance started, or;
                                                        and joint disorders;
    • an injury, illness or behavioural
                                                     • prescription food to prevent the
       disorder that is caused by, relates to
                                                        formation of bladder stones and
       or results from a clinical sign that
                                                        crystals in urine.
       was first noticed, or an illness that
       first showed clinical signs, within 14   8    The cost of vaccinations, spaying and
       days of the date your pet’s                   castration.
       insurance started;                       9    The cost of house calls unless the vet
    no matter where the illness or                   confirms that moving your pet would
    behavioural disorder are noticed or              damage its health.
    happen in, or on your pet’s body.           10   The cost of any treatment outside
3   The cost of any treatment your vet               normal surgery hours except for
    recommends to prevent an injury,                 treatment that a vet considers cannot
    Illness or behavioural disorder.                 wait until normal surgery hours.
4   The cost of scaling and polishing your      11   Travel costs to a specialist vet or
    pet’s teeth.                                     veterinary hospital that is at or in the
                                                     same building, premises or veterinary
5   The cost of killing or controlling fleas,
                                                     practice as your vet.
    worming or wormer products, general
    health enhancers and any treatment          12   The cost of any veterinary treatment
    caused by, resulting from or related to          if a claim has not been made within 12
    pregnancy or giving birth.                       months of your pet receiving its first
                                                     treatment.
6   The cost of treating;
                                                13   The cost of pheromone products.
    • a dental disorder, or;
                                                14   The cost of your pet’s stay at a vet
    • a gum disorder, or:
                                                                                                  13
          practice unless a vet confirms your           This means that if your pet receives any
          pet’s treatment can only be given at a        treatment for the same illness, injury,
          vet practice.                                 behavioural disorder or for prescription
     15   The cost of hydrotherapy for:                 food in more than one period of
          • arthritis;                                  insurance you must pay an amount
                                                        towards the cost of the treatment your
          • obesity;
                                                        pet receives in each period of insurance.
          • weight loss;
                                                        The amount you pay may be different in
          • general fitness;                            each period of insurance. If the amount
          • stamina;                                    you pay changes we will tell you at the
          • general pain relief;                        start of the period of insurance in your
          • general mobility;                           renewal documents.
          • genetic and hereditary disorders in         The rest of the cost of any treatment
             dogs less than 2 years old.                means the amount left from the amount of
     16   The cost of buying or hiring a cage or        a claim covered by this insurance after;
          any other medical equipment.                  • the £70 for dogs or £50 for cats is
     17   The cost of any transplant treatment.             deducted if you have a M&S Premier
                                                            Insurance, or;
     18   The cost of treatment you choose for
          your pet that is not as a result of an        • the £90 for dogs or £75 for cats is
          injury, illness or behavioural disorder.          deducted if you have a M&S Standard
                                                            Insurance.
     19   The cost of bathing or dematting your
          pet unless a vet confirms this can only       Special conditions that apply to
          be carried out by a vet or a member of        this section
          a vet practice under a vet’s                  1 If your normal vet practice is shut, or
          supervision because its needs their             your normal vet cannot offer an
          professional expertise.                         appointment for treatment, then you
     20   Any treatment your pet receives                 must phone our M&S Vetfone service
          outside the United Kingdom, Isle of             for advice. Your policy does not cover
          Man or the Channel Islands                      the cost of treatment outside normal
     21   The cost of any treatment for any               surgery hours, unless you have
          illness your pet must be vaccinated             telephoned our M&S Vetfone service,
          against.                                        or your vet considers treatment
                                                          cannot wait until normal surgery hours.
     What you pay                                         The M&S Vetfone service is available
     You pay an amount, as shown in the table             24 hours a day, 365 days a year on
     below, towards the cost of any treatment             0800 980 5583.
     your pet receives in the period of insurance       2 If your vet tells you he/she wants to
     for each illness, injury, behavioural                refer your pet to another vet for
     disorder or for prescription food:                   veterinary treatment costing more
                                                          than £1,000 you must tell us before
     Age                    Premier cover                        Standard cover
     Cats under 9           £50                                  £75
     Cats 9 and over        £50 + 20% of the rest of             £75 + 20% of the rest of
                            the cost of any treatment            the cost of any treatment
     Dogs under 9           £70                                  £90
     Dogs 9 and over        £70 + 20% of the rest of             £90 + 20% of the rest of
                            the cost of any treatment            the cost of any treatment
14
     the referral happens or before your pet       How to claim
     receives the veterinary treatment. If         Please write to us and send with your letter;
     your pet needs emergency                         • a claim form filled in by you and
     veterinary treatment immediately on                your vet, and;
     the same day as the referral takes
     place you must tell us as soon as you            • any receipts and supporting
     can. We may ask for an estimate of                 invoices.
     the veterinary treatment to agree the         Section 2 – Emergency boarding
     cost or contact the referral vet to           or daily minding
     agree the cost.
                                                   In this section the definitions of “you” and
3   You must send us your claim form
                                                   “your” include a member of your family
     within 30 days of start of first
                                                   living with you. “Illness” and “injury” are
     treatment. If your pet develops an
                                                   not defined and refer to you not your pet.
     ongoing illness or injury you must
     submit the first claim within 30 days of      What we will pay
     start of first treatment and then submit      If you go into hospital in the United
     ongoing claims every 3-6 months.              Kingdom, Isle of Man or Channel Islands
4    If you claim for the cost of any              for emergency medical treatment as a
     complementary treatment you must              result of an injury or illness during the
     supply a letter of referral from your vet     period of insurance and there is no one to
     to the complementary professional that        look after your pet we will pay;
     includes;                                     if you have Premier cover, up to £70 a
     • the diagnosis of the illness or injury      week, limited to £750 in total, or;
         needing treatment                         if you have Standard cover, up to £60 a
     • the treatment needed                        week, limited to £600 in total towards;
     • the length of time or date when your             • the cost of someone to look after
         pet should go back to the vet for                your pet or;
         further treatment                              • the cost to board your pet at a
5    Before your pet is treated check that a              licensed boarding premises and;
     vet will fill in a claim form and supply           • the cost of an inpatient certificate or
     the supporting invoices.                             doctors letter to support your claim.
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.


                                                                                                    15
     What we will not pay                           if you have Premier cover;
     1 Any costs if you go into hospital as a
                                                         • the cost of advertising a reward up
       result of an illness or injury that
                                                           to £1,250 and;
       happened or showed symptoms
       before your pet’s insurance started.              • the cost of a reward up to £750.
     2 Any costs if you go into hospital as a       if you have Standard cover;
       result of;                                        • the cost of advertising a reward up
       • your pregnancy;                                   to £600, and;
       • giving birth;                                   • the cost of a reward up to £600.
       • alcoholism;                                What we will not pay
       • drug abuse;                                1 The cost of a reward paid to a person
                                                      who lives with you or works for you.
       • drug addiction;
                                                    2 The cost of a reward if you do not
       • attempted suicide;                           have a receipt from the person who
       • self inflicted injuries, or;                 found your pet giving their full name
       • any treatment that you choose to             and address.
          have that is not directly related to an   3 Any costs incurred outside the United
          illness or injury.                          Kingdom, Isle of Man or Channel
     3 Any costs resulting from nursing home          Islands.
       care or any convalescence care that          How to claim
       you do not receive in a hospital.            1 Please write to us and tell us how and
     4 Any costs incurred outside the United          when your pet was lost or stolen.
       Kingdom, Isle of Man or Channel              2 Send us with your letter;
       Islands.
                                                      • receipts for any advertisements, and;
     How to claim                                     • a receipt giving us the amount of the
     1 Please write to us and tell us the name          reward and full name and address of
       of the illness or injury that resulted in        the person who found your pet.
       you going to hospital and the date you
       first noticed the symptoms.                  Section 4 – Theft or straying
     2 Send us with your letter;                    What we will pay
       • an In patient certificate; or;             If your pet is stolen or goes missing in the
       • a letter from your doctor telling us       United Kingdom, Isle of Man or Channel
          the dates you were in hospital.           Islands during the period of insurance
                                                    we will pay;
       • the receipt from the licensed
                                                    if you have Premier cover, up to £1,500,
          boarding premises, or;
                                                    or;
       • the receipt from the person who            If you have Standard cover, up to £600
          looked after your pet. The receipt        towards;
          must include the person’s name and
                                                        • the purchase price of your pet ,or;
          address.
                                                        • the market value of your pet, if you
     Section 3 – Advertising and                          do not have a receipt or any proof of
     reward costs                                         how much you paid for your pet.
     What we will pay
     If your pet is lost or stolen in the United
     Kingdom, Isle of Man or Channel Islands.
     during the period of insurance we will pay;

16
What we will not pay                          Section 5 – Death from injury
1 Any amount until 90 days after the
                                              What we will pay
  date your pet was stolen or went
                                              If your pet dies or is put to sleep in the
  missing.
                                              United Kingdom, Isle of Man or Channel
2 Any amount if your pet is stolen or
                                              Islands by a vet as a result of an injury that
  goes missing outside the United
                                              happens during the period of insurance
  Kingdom, Isle of Man or Channel
                                              we will pay;
  Islands.
                                              if you have Premier cover, up to £1,500;
Special conditions that apply to              or
this policy section                           if you have Standard cover, up to £600
1 If your pet goes missing you must:          towards;
  • notify at least one vet practice in the       • the purchase price of your pet, or;
     area your pet went missing within 5          • the market value of your pet, if you
     days of you first noticing your pet            do not have a receipt or any proof of
     was missing, and;                              how much you paid for your pet.
  • contact local rescue centres.             What we will not pay
2 If your pet is a dog and it goes            1 Any amount if your pet dies as a result
  missing you must report this to the           of an injury that happened before your
  police and the local dog warden within        pet’s insurance started.
  24 hours of you first noticing your dog     2 Any amount if a vet can treat your
  was missing.                                  pet’s injury and it is humane to keep it
3 You must immediately report the theft         alive.
  of your pet to the Police and obtain a      3 Any amount if your pet dies during, or
  crime reference number.                       as a result of, surgery that is not a
How to claim                                    result of an injury that happened during
1 Please write to us and tell us how and        the period of insurance.
  when your pet was lost or stolen.           4 Any amount if your pet dies as a result
2 Send us with your letter;                     of any injury while outside the United
                                                Kingdom, Isle of Man or Channel
  • if your pet was stolen the address of
                                                Islands.
    the Police station and crime
    reference number, or;                     How to claim
  • if your pet went missing; the name        1 Please write to us and tell us how your
    and address of;                             pet was injured.
    • the vet practice you reported your      2 Send us with your letter
       pet missing to, and;                     • a claim form filled in by you and
    • the names, addresses and                    your vet, and;
       telephone numbers of all the other       • a death certificate from a vet, or;
       organisations you reported your          • a statement from an independent
       missing pet to.                            witness explaining they saw your
  • your pet’s pedigree certificate (if you       pet was dead,
    have one) and;                              • your pet’s pedigree certificate (if you
    purchase receipt, or;                         have one) and;
  • proof of purchase showing the                 purchase receipt, or;
    amount you paid.                            • proof of purchase showing the
                                                  amount you paid.

                                                                                               17
     Section 6 – Death from illness                     • an injury or illness that is caused by,
                                                           relates to or results from a clinical
     What we will pay                                      sign that was first noticed, or an
     If your pet dies or is put to sleep in the            illness that first showed clinical
     United Kingdom, Isle of Man or Channel                signs, within 14 days before your
     Islands by a vet as a result of an illness            pet’s insurance started;
     that first shows clinical signs during the
     period of insurance we will pay;                   no matter where the illness or clinical
     if you have Premier cover, up to £1,500,           signs are noticed or happen in, or on
     or;                                                your pet‘s body.
     if you have Standard cover, up to £600         3   Any amount if your pet dies or is put
     towards;                                           to sleep by a vet as a result of an
                                                        illness after its 9th birthday.
         • the purchase price of your pet, or;      4   Any amount if your pet dies or is put
         • the market value of your pet if you          to sleep as a result of an illness it
            do not have a receipt or any proof of       should be vaccinated against.
            how much you paid for your pet.         5   Any amount if your pet dies or is put
                                                        to sleep by a vet as a result of
     What we will not pay
                                                        pregnancy or giving birth.
     1 Any amount as a result of;
                                                    6   Any amount if a vet can treat your
       • an illness that first showed clinical          pet’s illness and it is humane to keep
         signs before your pet’s insurance              it alive.
         started; or,                               7   Any amount if your pet is put to sleep
       • any costs as a result of an illness            as a result of a behavioural disorder.
         which is the same as, or has the           8   Any amount if your pet dies as a result
         same diagnosis or clinical signs as            of any illness while outside the United
         an illness that first showed clinical          Kingdom, Isle of Man or Channel
         signs before your pet’s insurance              Islands.
         started , or;
                                                    How to claim
       • an injury or illness that is caused by,    1 Please write to us and tell us how your
         relates to or results from a clinical        pet died.
         sign that was first noticed, or an         2 Send us with your letter;
         illness that first showed clinical
         signs, before your pet’s insurance           • a claim form filled in by you and
         started                                        your vet;
       no matter where the illness or clinical        • a death certificate from a vet, or;
       signs are noticed or happen in, or on          • a statement from an independent
       your pet’s body.                                 witness explaining they saw your
     2 Any amount as a result of;                       pet was dead;
       • an illness that first showed clinical        • your pet’s pedigree certificate (if you
         signs within 14 days of the date               have one) and;
         your pet’s insurance started; or,              purchase receipt, or;
       • any costs as a result of an illness          • proof of purchase showing the
         which is the same as, or has the               amount you paid.
         same diagnosis or clinical signs as
         an illness that first showed clinical
         signs within 14 days of the date
         your pet’s insurance started, or;

18
Section 7 – Holiday cancellation                 no matter where the injury, illness,
                                                 behavioural disorder or clinical signs
(This section only applies if you                are noticed or happen in, or on your
have Premier cover)                              pet’s body.
What we will pay                               4 Any amount as a result of;
If you have to cancel or cut short your          • an illness or behavioural disorder
holiday because your pet;                          that first showed clinical signs
    • goes missing during your holiday,            within 14 days of the date your pet’s
      or                                           insurance started, or;
    • is injured or shows the first clinical     • an illness or behavioural disorder
      signs of an illness, while you are on        which is the same as, or has the
      holiday or in the 9 days before you          same diagnosis or clinical signs as
      start your holiday and needs                 an illness that first showed clinical
      immediate life saving surgery                signs within 14 days of the date
                                                   your pet’s insurance started, or;
we will pay up to £3,000 towards
accommodation and travel costs you               • an injury, illness or behavioural
have paid for, will not use and you cannot         disorder that is caused by, relates to
get a refund for.                                  or results from a clinical sign that
                                                   was first noticed, or an illness that
What we will not pay                               first showed clinical signs, within 14
1 Any amount for a holiday that does               days of the date your pet’s
  not start in the period of insurance.            insurance started;
2 Any amount if your pet goes missing,           no matter where the illness or clinical
  is injured or shows the first clinical         signs are noticed or happen in, or on
  signs of an illness in the part of a           your pet’s body.
  holiday that continues past the end of
  the period of insurance.                     What you pay
3 Any amount as a result of;                   The first £50 of any claim.
  • an injury that happened or an illness      How to claim
     or behavioural disorder that first        Please write to us and send with your
     showed clinical signs before your         letter;
     pet’s insurance started or before             • the booking invoice and cancellation
     you booked your holiday or;                      invoice from the travel agent, tour
  • an injury or illness or behavioural               operator, or other holiday booking
     disorder that is the same as, or has             agency, or;
     the same diagnosis or clinical signs          • your receipt showing, the dates of
     as an injury, illness, behavioural               your holiday, your accommodation
     disorder or clinical sign your pet               costs and your travel costs, and;
     had before your pet’s insurance
                                                   • a letter from the person, company or
     started or before you booked your
                                                      organisation you booked your
     holiday, or;
                                                      holiday with telling us the date you
  • an injury, illness or behavioural                 cancelled your holiday, the amount
     disorder that is caused by, relates to           you cannot recover and the reason
     or results from an injury, illness or            you cancelled your holiday, and;
     clinical sign your pet had before
                                                   • a vet fee claim form filled in by you
     your pet’s insurance started or
                                                      and your vet if you are claiming
     before you booked your holiday;
                                                      following life saving surgery.
                                                                                             19
     Section 8 – Quarantine costs                 4 Any costs the resulting from;
     (This section only applies if you              • an illness or behavioural disorder
                                                       that first showed clinical signs
     have Premier cover)
                                                       within 14 days of the date your pet’s
     What we will pay                                  insurance started, or;
     If your pet is not allowed back into the       • an illness or behavioural disorder
     United Kingdom, Channel Islands or the            which is the same as, or has the
     Isle of Man during the period of                  same diagnosis or clinical signs as
     insurance because;                                an illness that first showed clinical
         • it has an illness, injury or                signs within 14 days of the date
            behavioural disorder, or,                  your pet’s insurance started, or;
         • its microchip has failed, or,            • an injury, illness or behavioural
         • its pet passport is lost or stolen;         disorder that is caused by, relates to
                                                       or results from a clinical sign that
     we will pay up to £2,000 towards                  was first noticed, or an illness that
     quarantine costs.                                 first showed clinical signs, within 14
     What we will not pay                              days of the date your pet’s
     1 Any costs if the microchip was not ISO          insurance started;
       Standard 11784 or Annex A to ISO             no matter where the illness or clinical
       Standard 11785.                              signs are noticed or happen in, or on
     2 Any costs if the microchip was not           your pet’s body.
       found to be working properly within 14     5 Any costs resulting from;
       days of the start of your holiday.           • an injury that happened or an illness
     3 Any costs resulting from;                       or behavioural disorder that first
       • an injury that happened or an illness         showed clinical signs before your
         or behavioural disorder that first            holiday, or;
         showed clinical signs before your          • an injury or illness or behavioural
         pet’s insurance started, or;                  disorder that is the same as, or has
       • an injury or illness or behavioural           the same diagnosis or clinical signs
         disorder that is the same as, or has          as an injury, illness, behavioural
         the same diagnosis or clinical signs          disorder or clinical sign your pet
         as an injury, illness, behavioural            had before your holiday, or;
         disorder or clinical sign your pet         • an injury, illness or behavioural
         had before your pet’s insurance               disorder that is caused by, relates to
         started, or;                                  or results from an injury, illness or
       • an injury, illness or behavioural             clinical sign your pet had before
         disorder that is caused by, relates to        your holiday;
         or results from an injury, illness or      no matter where the injury, illness,
         clinical sign your pet had before          behavioural disorder or clinical signs
         your pet’s insurance started;              are noticed or happen in, or on your
       no matter where the injury, illness,         pet’s body.
       behavioural disorder or clinical signs     6 Any costs if the pet passport is lost or
       are noticed or happen in, or on your         stolen while left unattended unless
       pet’s body.                                  they are in your holiday
                                                    accommodation, or the boot, covered
                                                    luggage compartment or glove box of
                                                    a locked vehicle.

20
Special conditions that apply to                  compartment or glove box of a locked
this section                                      vehicle.
You must report the loss or theft of your
                                               Special conditions that apply to
pet passport within 24 hours of it going
missing to;                                    this section
                                               You must report the loss or theft of your
   • the vet who issued it;                    pet passport within 24 hours of it going
   • the police, or;                           missing to;
   • if you are on a ship, train, plane or        • the vet who issued it;
     coach, the operator.                         • the police, or;
How to claim                                      if you are on a ship, train, plane or
                                                  coach. the operator.
1 Please write to us and send with your
  letter;                                      How to claim
  • the official documentation saying          Please write to us and send with your
     your pet was not allowed back into        letter;
     the United Kingdom, Channel                   • the receipt for the replacement
     Islands or Isle of Man;                          costs;
  • the receipt for the quarantine;                • a copy of the report of the theft or
  • a copy of the report of the theft or              loss.
     loss;                                     Section 10 – Repeat tick and
  • and if you are claiming because a          worming treatment
     microchip failed;
  • evidence that your pet was micro           (This section only applies if you
     chipped before your holiday with a        have Premier cover)
     microchip of ISO Standard 11784 or        What we will pay
     Annex A to ISO Standard 11785.            If your pet’s pet passport or official
Section 9 – Loss of pet passport               certificate of treatment against ticks and
                                               tapeworms is lost or stolen during a
(This section only applies if you              holiday and in the period of insurance
have Premier cover)                            we will pay up to £500 towards the cost
                                               of a getting the treatment against ticks
What we will pay                               and tapeworms.
If your pet’s pet passport is lost or stolen
during a holiday in the period of              What we will not pay
insurance we will pay up to £250 towards       1 Any costs if you do not report the loss
the cost of a replacing the pet passport.        of the pet passport or certificate of
                                                 treatment against ticks and tapeworms
What we will not pay                             to the police within 24 hours of you
1 Any costs if you do not report the loss        discovering it was lost or stolen.
  of the pet passport to the vet who           2 Any costs if the pet passport
  issued the pet passport within 24              certificate of treatment against ticks
  hours of you discovering it was lost or        and tapeworms is lost or stolen while
  stolen.                                        left unattended unless it is in your
2 Any costs if the pet passport is lost or       holiday accommodation, or the boot,
  stolen while left unattended unless they       covered luggage compartment or
  are in your holiday accommodation or           glove box of a locked vehicle.
  the boot, covered luggage

                                                                                            21
     3 Any costs incurred in obtaining the           • emergency veterinary treatment.
       initial treatment against ticks and         2 If you miss your scheduled return
       tapeworms.                                    travel to the United Kingdom Isle of
     4 Any costs incurred if the initial             Man or Channel Islands because your
       treatment against ticks and tapeworms         pet is receiving emergency veterinary
       was not carried out the time-scale            treatment, we will pay up to £500
       required by the Pet travel scheme.            towards;
     5 Any costs incurred if the treatment           • the cost of accommodation for you
       against ticks and tapeworms was not              to stay until your pet is well enough
       necessary in order to comply with the            to travel, and;
       Pet travel scheme
                                                     • any extra cost to get you and your
     Special conditions that apply to                   pet home.
     this section                                  3 If your pet goes missing during a
     You must report the loss or theft of your       holiday in the period of insurance;
     pet passport or certificate of                  we will pay up to £500 towards;
     treatment against ticks and tapeworms           • any extra costs for accommodation,
     within 24 hours of it going missing to;            and;
         • the police, or;                           • any extra costs for transport;
         • if you are on a ship, train, plane or     for 4 days after your scheduled date to
           coach, the operator.                      travel home while you try and find
                                                     your pet in the country where it went
     How to claim
                                                     missing.
     1 Please write to us and send with your       4 If your pet’s pet passport is lost or
       letter;                                       stolen during a holiday in the period
       • the receipt for the treatment;              of insurance and this means you miss
                                                     your scheduled travel home;
       • a copy of the report of the theft or
                                                     we will pay up to £500 towards;
          loss;
                                                     • any extra accommodation costs,
       • a receipt and evidence to show the
                                                        and;
          original ticks and tapeworms
          treatment was done in line with the        • any extra costs to get you and your
          times set out in the Pet travel               pet home
          scheme.                                  5 If the transport company delays your
                                                     scheduled travel home during the
     Section 11 – Emergency                          period of insurance and this means
     expenses abroad                                 your pet’s ticks and tapeworms
                                                     certificate is no longer valid, we will
     (This section only applies if you               pay up to £500 towards;
     have Premier cover)
                                                     • any extra accommodation costs,
     What we will pay                                   and;
     1 If your pet needs emergency                   • any extra costs to get you and your
       veterinary treatment as a result of;             pet home, because you had to get
       • an injury that happens or an illness           the ticks and tapeworms treatment
          that first shows clinical signs during        repeated and could not make the
          a holiday in the period of                    transport company’s rescheduled
          insurance, we will pay up to £2,000           travel date.
          towards;

22
What we will not pay                           11 Any costs if the tick and worming
1 More than £2,000 for emergency                  treatment was not necessary to
   veterinary treatment and more than             comply with the Pet travel scheme.
   £500 in total for all costs under all the   12 Any costs to take your pet’s body
   sections of cover.                             home if it dies.
2 Any costs resulting from a holiday that
   started before your pet’s insurance         How to claim
   started.                                    1 Please write to us explaining what you
3 Any costs resulting from;                      want to claim for.
                                               2 Send us with your letter;
   • an injury that happened or an illness
      or behavioural disorder that first         • the invoice and receipt for
      showed clinical signs before your            emergency veterinary treatment;
      holiday started, or;                         and if you missed your scheduled
   • an injury or illness or behavioural           return to the United Kingdom, Isle
      disorder that is the same as, or has         of Man or Channel Islands;
      the same diagnosis or clinical signs       • the receipt for your accommodation
      as an injury, illness, behavioural           costs;
      disorder or clinical sign your pet         • the receipt for your travel costs, and
      had before your holiday started, or;         if your claim is a result of the loss or
   • an injury, illness or behavioural             theft of a pet passport;
      disorder that is caused by, relates to     • a copy of the report of the loss or
      or results from an injury, illness or        theft;
      clinical sign your pet had before            or if your claim is the result of a
      your holiday started ;                       transport company delaying your
   no matter where the injury, illness,            travel;
   behavioural disorder or clinical signs
                                                 • documentation from the transport
   are noticed or happen in, or on your
                                                   company to show they delayed
   pet‘s body.
                                                   your travel home and the
4 The cost of food.
                                                   rescheduled date of travel, and;
5 Any costs resulting from your pet
   being too unwell to travel unless this is     • a receipt and evidence to show the
   certified by a vet.                             original tick and worming treatment
6 Any costs if the holiday was made to             was done.
   get treatment abroad.
7 Any costs if you do not report the loss
   of the pet passport to the vet who
   issued the certificate within 24 hours of
   you discovering it was lost or stolen.
8 Any costs if the pet passport is lost or
   stolen while left unattended unless it is
   in your holiday accommodation, the
   boot, covered luggage compartment
   or glove box of a locked vehicle.
9 Any costs for initial tick and worming
   treatment.
10 Any costs if the initial tick and worming
   treatment was not carried out in the
   time-scale required by the Pet travel
   scheme.
                                                                                              23
     Additional exclusions applicable              What we will not pay
     to sections 7-11                              1 Loss or damage by pets.
     We will not pay for claims under any          2 Damage when your home has not
     section of this insurance that are caused       been lived in by anyone or who has
     by, connected to or result from:                your permission, for more than 60
         • you not complying with any part of        days in a row. Lived in means slept in
           the Pet travel scheme, whether            frequently.
           imposed by the UK government, a         How to claim
           transport company or other              1 Please write to us explaining how the
           countries involved in the Pet travel      loss or damage happened.
           scheme.                                 2 Send us with your letter a receipt for
         • any delay, confiscation, detention,       the repair or replacement.
           requisition, damage, destruction or
           any prohibitive regulations by          Section 13 – Failure of spaying
           customs or any government officials     (This section only applies if you
           or authorities of any country unless    have Premier cover)
           specifically covered by this
           insurance.                              What we will pay
         • travel outside Europe.                  If during the period of insurance your
                                                   pet is spayed and because the surgery
         • a transport company carrying out        was not totally successful is then found to
           any checks.                             be pregnant, we will pay up to £250
         • you having to comply with any part      towards the cost of veterinary treatment
           of the Pet travel scheme unless         for an ectopic pregnancy.
           specifically covered by this
           insurance.                              What we will not pay
                                                   The cost of treatment for;
         • currency exchange rate differences.
                                                      • an ectopic pregnancy that first
     Section 12 – Damage to kennels                     showed clinical signs before your
     and bedding                                        pet’s insurance started;
     (This policy section only applies if             • an ectopic pregnancy that first
     you have Premier cover)                            showed clinical signs within 14
                                                        days of the date your pet’s
     What we will pay                                   insurance started;
     Loss or damage to your pet’s kennel, bed         • any veterinary treatment received
     or bedding while in your home or in the            outside the United Kingdom, Isle of
     open on the land belonging to your home            Man or the Channel Islands.
     caused by;
     • Fire, lightning, explosion, earthquake or   Special conditions that apply to
       smoke;                                      this section
                                                   1 Before your pet is treated check that a
     • Storm or flood;
                                                     vet will fill in a claim form and supply
     • Malicious acts or vandalism;                  the supporting invoices.
     • Falling trees or branches.                  2 You can ask us to pay your vet or
     We will pay up to £100.                         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

24
   insurance. If we do not agree to send          • works for you.
   a payment to the person you asked us         3 Any compensation, costs or expenses if
   to pay we will send any payment                the property that is damaged or
   covered by this insurance to you.              destroyed is in the keeping or care of:
How to claim                                      • you, or
Please write to us and send with your letter;     • someone who lives with you, or;
   • a claim form filled in by you and            • someone who works with you.
     your vet, and;                             4 Any costs or expenses for defending
   • any receipts and supporting                  you if we have not already agreed to
     invoices.                                    pay these costs.
                                                5 Any compensation, costs or expenses
Section 14 – Third party liability                for which you are deemed responsible
                                                  under the laws of any country that is
(This section only applies to dogs)               not part of Europe.
In this section the definition of “you” and     6 Any incident that happens;
“your” includes any person looking after          • where you work, or;
your pet with your permission.
                                                  • at a business premises, or;
What we will pay                                  • at your home if any part of the
If your pet is involved in an incident during        building where you live is a licenced
the period of insurance and;                         premises.
    • someone becomes ill, is injured or        7 Any incident at your home, connected
      killed, or;                                 to, resulting from or caused by;
    • someone’s property is damaged or            • a business you run from your home,
      destroyed,                                     or;
we will pay;                                      • a business at a premises your home
    • if you have Premier cover up to                is part of.
      £2,000,000, or;                           8 Any costs as a result of an incident
                                                  that happens outside the United
    • if you have Standard cover up to            Kingdom Isle of Man or Channel
      £1,000,000 towards;                         Islands.
    • the legal costs and expenses for
      dealing with or defending a claim         What you pay
      against you and;                          The first £250 of any compensation, costs
                                                or expenses where property has been
    • compensation and costs awarded            damaged or destroyed.
      against you by a court.
                                                Special conditions that apply to
What we will not pay
                                                this section
1 Any compensation, costs or expenses
                                                1 You must not;
  because you are legally responsible as
  a result of a contract that you have            • admit responsibility;
  entered into.                                   • offer any compensation;
2 Any compensation, costs or expenses             • make a payment, or;
  if the person who becomes ill, is
                                                  • try to negotiate with anyone.
  injured or killed;
  • is you, or;
  • lives with you, or;

                                                                                             25
     2 You must call our claims helpline 0800        For the purposes of this exclusion,
       980 8750 immediately you become               “terrorism” means the use, or threat of
       aware of an incident to tell us the full      use, of biological, chemical and/or nuclear
       details.                                      force or contamination by any person(s),
     3 You must send us any writs, summons           whether acting alone or on behalf of or in
       and other legal documents you receive         connection with any organisation(s) or
       and you must not answer them.                 government(s), committed for political,
     4 You must tell or help us find out the full    religious, ideological or similar purposes
       circumstances of an incident, provide         including the intention to influence any
       written statements and go to court if         government(s) or put any section of the
       necessary.                                    public in fear.
     How to claim                                    Business Use
     1 Please write to us explaining how the         Any loss, damage, liability, cost or
       incident happened.                            expense of any kind caused directly or
     2 Send us with your letter, any letters or      indirectly by your profession, your
       legal documents you have received.            occupation or any business.
                                                     Pet Age
     General exclusions                              Any loss, damage, liability, cost or
     applicable to the whole                         expense of any kind if your pet is under 8
                                                     weeks of age.
     policy
                                                     Dog Breeds
     These exclusions apply to all of the            Any loss, damage, liability, cost or
     sections of your policy                         expense of any kind if your pet is a;
     This insurance does not cover:                  • breed of dog which is registered under
                                                       the Dangerous Dogs Act 1991 and the
     Radioactive Contamination                         Dangerous Dogs (Northern Ireland)
     Any loss, damage, liability, cost or expense      Order 1991 or any subsequent
     of any kind caused directly or indirectly by:     amendments; or
     • ionising radiation or radioactive             • Wolf Hybrid; or
       contamination from any nuclear fuel or        • An American Bulldog.
       waste which results from the burning of
       nuclear fuel; or                              Guard and security dogs
     • the radioactive, toxic, explosive or other    Any loss, damage, liability, cost or
       dangerous properties of nuclear               expense of any kind if your pet is used
       machinery or any part of it.                  as a guard and security dog.

     War Risks                                       Racing or fighting
     Any loss, damage, liability, cost or            Any loss, damage, liability, cost or
     expense of any kind caused directly or          expense of any kind if your pet is used for
     indirectly by war, invasion or revolution.      racing or fighting.

     Terrorism                                       Rabies
     Any loss, damage, liability, cost or            Any loss, damage, liability, cost or expense
     expense of any kind directly or indirectly      of any kind if your pet has rabies.
     caused by, resulting from or in connection      Breeding
     with any act of terrorism.                      Any loss, damage cost or expense of any
                                                     kind if your pet is used for breeding.
26
Deliberate act
Any loss, damage cost or expense of any
kind if caused by a deliberate act by you.
Criminal costs
Any criminal proceedings or fines.

Claims procedure
Our aim is to provide a fast and efficient
claims service to ensure payment to you
of any valid claim as quickly as possible.
To help us achieve this please read ‘How
to claim’ under each section carefully,
note the information we require for each
type of claim and send your claim to us
promptly. 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.
1 If you want to make a claim under the
    following sections:
    • Veterinary fees
    • Death from illness
    • Death from injury
    • Failure of spaying
Please complete a claim form. You can
call us 0800 980 8750 or visit
www.marksandspencer.com/petinsurance
to download a claim form.
2 Please send your claim forms, letters
  and documents to us at:
  M&S Pet Insurance Claims
   Department
   35 Friday Street
   Henley-on-Thames
   RG9 1RX
If you need help to make a claim or advice
about a claim please call us on the M&S
Pet Insurance Claims Helpline 0800 980
8750. Lines are open Monday to Friday
8am to 6pm.




                                             27
     Complaints procedure                               general insurance products and other
                                                        financial services. The Ombudsman can
     Our service to you - a guide to                    be contacted at:
     our complaints procedure                           Financial Ombudsman Service,
     If you have cause for complaint, it is             South Quay Plaza,
     important you know we are committed to             183 Marsh Wall,
     providing you with an exceptional level of         London,
     service and customer care. We realise that
                                                        E144R.
     things can go wrong and there may be
     occasions when you feel that we have not           Telephone: 0845 080 1800
     provided the service you expected. When            Email: complaint.info@financial-
     this happens, we want to hear about it so          ombudsman.org.uk
     that we can try to put things right.
                                                        Website: www.financial-
     Step One                                           ombudsman.org.uk
     Contact our Customer Service Team:
                                                        You must approach the Financial
     M&S Pet Insurance                                  Ombudsman Service within 6 months of
     35 Friday Street                                   our final response to your complaint. We
     Henley-on-Thames                                   will remind you of the time limits in our final
     RG9 1RX                                            response.
     Tel: 0800 980 8740
                                                        Your rights as a customer to take legal
     Fax: 01491 636234
                                                        action remains unaffected by the existence
     Step Two                                           or use of any complaint procedures
     If you are unhappy with what we suggest            referred to above. However, the Financial
     to resolve your complaint you can                  Ombudsman Service will not adjudicate
     escalate your complaint to our Customer            on any cases where litigation has
     Relations Team who will carry out a                commenced.
     separate investigation and full review. The
     Customer Relations Team will send you a
     final response letter.
     Customer Relations Team
     M&S Pet Insurance
     35 Friday Street
     Henley-on-Thames
     Oxfordshire
     RG9 1RX
     Telephone: 0800 009 4972
     Fax: 01491 636234
     Step Three
     If you are still not satisfied after the review,
     or you have not received a written offer of
     resolution within 8 weeks of the date we
     received your complaint, you can refer
     your complaint to the Financial
     Ombudsman Service. The Financial
     Ombudsman Service is an independent
     body that arbitrates on complaints about
28
Helplines                                        Emergency Veterinary Helpline
                                                 0800 980 8740
M&S Pet - Customer Service                       If you are on a holiday in the UK or are
0800 980 8740                                    moving home and your pet needs to visit a
For information about your insurance or          vet, help is at hand to find the nearest vet.
payment. Lines open 8am - 6pm Monday             Available Monday to Friday 9.00am to
to Friday.                                       5.00pm.

M&S Pet - Claims Line                            Pet Friendly Hotel
0800 980 8750                                    Accommodation
For information about a how to claim,            0800 980 8740
what your insurance covers and the               Finding accommodation that will allow
progress of your claim. Lines open 8am -         your pet to join you on a holiday in the UK
6pm Monday to Friday.                            can be problematic and time consuming;
                                                 this service may be able to help by
                                                 suggesting suitable accommodation.
Advice lines                                     Available Monday to Friday 9.00am to
Your insurance automatically includes            5.00pm.
access to advice lines that you can use as
often as you like.                               Finding a Pet Minder
                                                 0800 980 8740
M&S Vetfone Service
                                                 If you need to go into hospital for
0800 980 5583                                    emergency treatment and would prefer
To get information about your pet’s health       not to have your pet put into a kennel or
and welfare you can call our M&S Vetfone         cattery, help is available to try and find
line any time of day.                            someone locally to visit your pet each day
If your normal vet practice is shut or you       and if needed give them regular exercise.
cannot arrange an appointment you                Please take note that we strongly
should call this number before you use an        recommend that you interview the pet
out of hours service. Available 24 hours a       minder, take personal references and
day, 365 days a year.                            make sure they have insurance for any
                                                 loss or damage to your property, and
Legal Advice Line                                Public Liability insurance in case your pet
0800 980 5580                                    injures someone or damages someone’s
Owning a pet carries responsibilities. Legal     property while the pet minder is looking
professionals can give you help and              after them. Available Monday to Friday
practical advice on pet ownership or an          9.00am to 5.00pm.
incident that involves your pet. Available
                                                 Finding a microchipper
24 hours a day, 365 days a year.
                                                 0800 980 8740
Pet Bereavement Counselling                      Microchipping is one of the best ways to
0800 980 5581                                    identify you as the owner of your pet.
The death of a family pet is a difficult time.   Available Monday to Friday 9.00am to
On hand is a team of trained professionals       5.00pm.
to offer comfort, advice and support if you
need it. Available 24 hours a day, 365
days a year.



                                                                                                 29
     Find a pet trainer                             Unfortunately, we cannot give
     0800 980 8740                                  information about your insurance cover
     Getting help to make sure your pet is          or information about a claim on these
     under your control can give you great you      advice lines. All calls will be treated as
     peace of mind. Available Monday to Friday      confidential and may be monitored or
     9.00am to 5.00pm.                              recorded to improve our service or for
                                                    training purposes.
     Find a behaviourist
     0800 980 8740
     If your pet starts displaying some unusual
     behaviour it can be upsetting or even
     dangerous. A behaviourist can help you
     understand what is causing the behaviour
     and change it. If you have Premier cover,
     this advice line will give you details of a
     behaviourist who is a member of one of
     the Organisations listed in your policy.
     Available Monday to Friday 9.00am to
     5.00pm.
     Find a pet cemetery
     0800 980 8740
     Should the unthinkable happen and you
     want your loved one to be placed in
     dedicated, peaceful surroundings we can
     help find the nearest pet cemetery.
     Available Monday to Friday 9.00am to
     5.00pm.
     Find a dog walker
     0800 980 8740
     We all have busy lives and may not always
     be able to find the time to walk our dogs.
     A professional dog walker can be the
     answer. Please take note that we strongly
     recommend that you interview the dog
     walker, 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 someone’s property
     while the dog walker is looking after them.
     Available Monday to Friday 9.00am to
     5.00pm.




30
Royal & Sun Alliance Insurance plc. Registered in England and Wales No. 93792 at St. Mark’s Court, Chart Way, Horsham, West
Sussex, RH12 1XL. Authorised and regulated by the Financial Services Authority.

M&S Money is a trading name of Marks and Spencer Financial Services plc, a wholly owned subsidiary
of HSBC Bank plc. Registered in England No. 1772585. Registered Office: Kings Meadow, Chester CH99 9FB.
Authorised and regulated by the Financial Services Authority.

xxx                                                                     453003A (12-09) 3403.PI//0513PAFW1/PPB/1109/T6422Z1491S/WEB