Pet Insurance | Cover your dog or cat with Animal Friends Pet Cover - Specialist pet quotes online

ANIMAL FRIENDS INSURANCE 

POLICY DOCUMENT - FOR POLICIES PREFIXED WITH PA,PB, PM and PZ 

Animal Friends Insurance - "Your ethical choice"

This is Your Policy Document

Policy Booklet Number                             :           PW/PA,PB,PM and PZ/13 June 2008/FSA
Policy Booklet Effective Date                   :           13 June 2008

This document contains two parts:

·          Part A is a Policy Summary and is designed to help You understand Your Animal Friends Insurance Policy and it forms part of Your contract with Us.

·          Part B contains the full terms and conditions of Your Animal Friends Insurance Policy and has been written in plain language to help You understand Your insurance cover. 

It is up to You to ensure that the cover You have selected is appropriate for Your needs.  AFI cannot advise You on whether this policy meets Your personal objectives, financial situation or needs.

Approved for issue by the Underwriter on 6^H June 2008

PART A - POLICY SUMMARY

As the Underwriters, Red Sands Insurance Company (Europe) Limited is responsible for this policy document, AFI provides administration, customer services and claims services on their behalf.

Please note that this section is only a summary of the terms and conditions of Your insurance.  You must also read Part B - Policy Terms and Conditions which sets out all the terms and conditions of this policy.

Protection for Your Pet

This policy provides cover for the cost of Veterinary Fees if Your Pet suffers from a sudden and unexpected Injury or Illness together with other benefits.  You are entitled to use the services of any registered veterinary practitioner in the UK, Channel Islands, the Isle of Man and BFPO.  Veterinary expenses are defined in Part B of this document and may be subject to stated limits, excesses and applicable waiting periods.

Significant Risks

This policy transfers many of the risks Pet owners face for veterinary fees and other detailed benefits from the insured to the insurer.  However, the policy does not cover every circumstance or expense and We have some exclusions that help keep premiums low.  A full list of the exclusions for each section can be found in Part B of this document

Your Promise

You have informed AFI that Your Pet is in perfect health at the Commencement Date and does not have any Illness or Injury, save for those which have been notified to and accepted by AFI in writing.

Particular Points about Your Cover

This policy is a fixed-term contract of insurance not a continuous permanent health policy and provides covers for Your Pet while You, or anyone acting with Your permission, is looking after it.  We will only provide cover once AFI have accepted a completed application and issued a Schedule.  Your Pet will remain insured as long as You pay the correct premium.

The information You provide in Your application forms the basis of this insurance contract.  We provide cover in terms of the various sections and as noted in the Schedule or any endorsement issued by AFI, for events occurring anywhere in the United Kingdom, Channel Islands, Isle of Man or BFPO during the Policy Period.

Governing Law and Courts

Both parties are entitled to choose the law applicable to this contract of insurance.  We propose English law and in the absence of any agreement to the contrary, English law will apply.  Any disputes shall be referred to the exclusive jurisdiction of the English Courts.

Policy Schedule

The Schedule to Your policy is important.  It contains details about the cover You have chosen, is proof of insurance and it may be needed if You have a claim.  You should check the information contained in the Schedule and if there are any errors You should contact AFI immediately.

14 Day Money-Back Guarantee

If AFI receives Your written request to cancel this Policy within the Cooling Off Period, then, if You have not made a claim, We will give You a full refund of any premium you have paid less any applicable taxes or duties payable.

Master Policy

This is a master policy wording showing all sections of cover available for this type of insurance.  Some sections of cover offered may not apply to Your insurance.  Please check the Schedule to see what sections of cover are applicable to Your insurance cover.  A Policy excess applies to the veterinary fees section of Your Policy and a separate excess applies to Third Party Liability claims.

Claims Helpline - 0844 55 70 300

In the event of You needing claims assistance, information or a claim form AFI can assist between 8am and 6pm Monday to Friday by calling 0844 55 70 300.  On Saturdays the helpline is open from 09:00 to 12:30 while the emergency claims answer phone helpline with rapid response is open throughout the year.

PART B - POLICY TERMS AND CONDITIONS

PREAMBLE

Your Animal Friends Insurance Policy

Your Policy comprises the Policy Terms and Conditions (Part B) together with a Schedule.  You will be issued a Schedule:

·          when Your Policy starts and on renewal or review of Your Policy each year, or

·          if You change Your Cover.

Monthly and Annual Policies

Annual Policies are payable annually and run for 365 days from the Commencement Date shown on the Schedule.  AFI will advise You regarding renewal of Your policy prior to expiration of the current policy.  We reserve Our rights to change the terms and conditions of the policy upon renewal.

A Monthly Policy runs for and premiums are collected each calendar month.  A monthly policy will automatically renew each month until such time as You advise AFI you wish to cancel Your policy.  We reserve Our rights to change the terms and conditions of the policy upon renewal.  We require You to notify AFI in writing should You decide not to renew Your policy.

During the Policy Period for Monthly Policies We may offer You upgraded benefits, alter the cover or increase premiums.  You will get at least 14 days notice of any alterations in cover or increase in premium.  All premiums include Government Insurance Premium Tax at 5%.

SECTION 1 - DEFINITIONS

When interpreting this policy:

·          references to the singular include the plural and vice versa, and to the masculine include the feminine and vice versa

·          monetary references are to UK pounds sterling.

·          certain words and expressions used in this policy have a specific meaning.

The following words will have the meanings described below wherever they appear in this document.

Accident means a sudden, unforeseen, and unintended event causing Injury to Your Pet.  An Accident must be a direct consequence of at least one of the following:

1.        motor vehicle incident

2.        burn or electrocution

3.        fall from an elevated position

4.        the actions of another animal

5.        swallowing a foreign object requiring surgical or endoscopic removal

6.        snake bite, or

7.        allergic reaction to an insect bite, other than tick and flea bites,

or otherwise result in:

8.        a fracture

9.        a broken bone

10.     a traumatic ligament or tendon injury, or

11.     lacerations, abrasions or wounds.

AFI means Animal Friends Insurance Services Limited, who is the administrator for all sections of this policy and whose registered office is situated at Minton House, London Road, Amesbury, Wiltshire SP4 7RT

Annual Benefit Limit means the maximum Benefit Limit per Illness, Injury or Condition as shown on the Schedule for each 12 month period starting on the Commencement date.  The Annual Benefit Limit renews every 12 months from the Commencement date subject to You continuing to make premium payments when due.  If You stop making premium payments to Us then cover will cease

Benefit Limits means the total amounts payable under this policy.  Benefit Limits apply as follows:

·          for our Lifetime Cover options, the maximum We will pay for a single Condition, a Recurring Condition or a Chronic Condition suffered by Your Pet is the maximum amount shown in the Schedule If You stop making premium payments to us then cover will cease

·          for our 12 month Cover options the maximum We will pay for a single Condition, a Recurring Condition or a Chronic Condition suffered by Your Pet is the Annual Benefit Limit that was current in the Policy Period when the Condition first manifested.  Once this maximum amount has been paid, We will not pay for any further Treatment of that Condition during the remainder of the Policy Period or any future Policy Period.  Payments shall in any event be limited to 365 days from the date the condition first manifested, subject to renewal.  If You stop making premium payments to us then cover for any ongoing conditions will cease

if You transfer Your Pet to a plan with additional or higher Benefit Limits, the additional or higher Benefit Limits will not apply if the Condition being claimed first manifested itself during a previous Policy Period

Bilateral Condition means any Condition affecting body parts of which Your Pet has two, one each side of the body (e.g. ears, eyes, knees, cruciate ligaments).  When applying a Benefit Limit or exclusion, bilateral conditions are considered as one condition

BFPO means British Forces Post Office

Chronic Condition means a condition which, once developed, is deemed incurable or is likely to continue for the remainder of Your Pet's life

Clinical Signs means changes in Your Pet's normal healthy state, condition, appearance, its bodily functions or behaviour

Complementary Medicine means physiotherapy, acupuncture, homeopathic or herbal medicines administered by a suitably qualified practitioner following a recommendation from a qualified vet

Commencement Date means the date and time when cover first starts as noted in the Schedule

Condition means any injury sustained during, or resulting from, a single Accident or any manifestation of an Illness having the same diagnostic classification or resulting from the same disease process regardless of the number of incidents or areas of Your Pet's body affected

End Date means the date on which this policy ends, which will be the earliest of the following:

·          the date Your Pet dies or the expiry of the current policy period if You fail to renew this policy; 

·          the date You fail to pay the premium;  or

·          the date You cancel this policy;  or

·          the date We cancel this policy for whatever reason

Excess means the amount shown in the Schedule that is deducted from Your benefit for each Illness or Accidental Injury Condition treated during the Policy Period that is not related to any other Illness or Accidental Injury Condition treated during the same Policy Period

Illness means physical disease, sickness, infection or failure which is not caused by Injury

Injury means physical damage or trauma caused by an Accident

Pet means a dog or cat covered under this policy and named and described in the Schedule

Pre-existing Condition means:

·          any Condition, symptom or sign of a Condition occurring or existing in any form prior to the Commencement Date;  or

·          any Illness, symptom or sign of an Illness occurring or existing in any form during the Waiting Period

Policy Period means:

·          Yearly Policy - are payable annually and run for 365 days from the Commencement Date shown in the Schedule. 

·          Monthly Policy - runs for and premiums are collected each calendar month and automatically renews every calendar month.  Automatic renewal is subject to receipt of premium. 

Recurring Condition means a condition that is curable but may recur

Schedule means the document which contains important information about You and this policy and forms part of the policy document

Skin Condition means any diagnosed Condition regardless of the cause or origin presenting in or affecting the skin (as an organ) in any way whatsoever

Treatment means any consultation, examination, advice, tests, x-rays, medication, surgery or nursing care provided by a veterinary practice or qualified practitioner recommended by a vet

Veterinary Fees means reasonable, customary and essential fees typically charged by a vet in the provision of treatment

Waiting Period means a period of 14 days starting from the Commencement Date of the initial Policy Period during which a Condition that occurs or shows Clinical Signs will be excluded from cover unless otherwise stated on the Schedule

We, Our, Us means Red Sands Insurance Company (Europe) Limited whose registered office is situated at Suite 912c Europort, Gibraltar and is registered in Gibraltar under company registration number 87598

You, Your means the person named as the policy owner on the Schedule

From this point on, all defined terms appear in italics throughout this document

SECTION 2 - VETERINARY FEES

2.1           Cover

We pay up to the Annual Benefit Limit shown in the Schedule for Treatment and/or for Complementary Medicine.  The Annual Benefit Limit is applied separately to every unrelated Injury, Illness or Condition claimed for.  If total Veterinary Fees appear likely to exceed £1,000, You must notify AFI immediately as We may wish to obtain a second opinion from Our veterinary advisor.

2.2           Special Diet

We will contribute a sum of 30p per cat and 60p per dog per day up to the limits specified in the Schedule to assist towards the cost difference between Your Pet's normal diet and any special diet prescribed by and only available from a Vet as part of the Treatment to dissolve bladder stones or crystals in urine.

2.3           Exclusions

The following are excluded from cover:

2.3.1        Costs resulting from an Injury or Illness that first showed Clinical Signs before the Commencement Date or within the Waiting Period of the Commencement Date;

2.3.2        Costs resulting from or related to any excluded Condition as shown in the Schedule.

2.3.3        Costs for cosmetic treatment, routine treatment or preventative treatment recommended by a Vet to prevent an Injury or Illness including , vaccination, spaying, castration, Cryptorchidism, grooming, or nailclipping, breeding, whelping, kittening and any claims as a result of these procedures unless specifically included in the Schedule.

2.3.4        Treatment received by Your Pet after the End Date.

2.3.5        The cost of any Treatment if a claim has not been submitted within 90 days of the first date Your Pet received Treatment.

2.3.6        Any costs arising from vicious tendencies or behavioural problems shown by Your Pet.

2.3.7        Any costs for house calls/out-of-hours calls unless a Vet confirms that Your Pet was suffering from a life-endangering condition.

2.3.8        Costs of putting Your Pet to sleep, cremation, disposal.

2.3.9        Costs not backed up by a receipt/invoice showing full details of the costs incurred.

2.3.10      Costs for treatment of conditions arising from Your Pet being overweight, except weight gain as a result of a diagnosed Illness.

2.3.11      Where a 12 month Cover policy has been purchased then any costs incurred more than 365 days after the date in the policy year  that the Accident first happened or the clinical signs or illness were first noticed for any Condition whether it is ongoing, Chronic or Recurring.

2.3.12      Prescribed diets other than those detailed above.

2.3.13      The Excess applicable to this section of cover.

 
SECTION 3 - DEATH OF PET FROM ACCIDENT OR ILLNESS

3.1           Cover

We pay the market value, the price paid or the amount shown in the Schedule (whichever is less) if Your Pet dies during the Policy Period or is put down for humane reasons because of Injury or Illness that happened or started during the Policy Period.  The death must occur during the same Policy Period as the Accident or Illness.  You must advise AFI as soon as possible in writing of the Accident or Illness, but not later than 30 days after Your Pet is put down.

3.2           Exclusions

The following are excluded from cover:

3.2.1        Putting a Pet to sleep due to law, regulation, an order of the Privy Council, a government department, a public authority or similar, or order related to a 'notifiable' disease.

3.2.2        Death during or after a surgical operation or a general anaesthetic unless a qualified Vet certifies that it was necessary because of Injury or Illness.

3.2.3        Putting a Pet to sleep for financial reasons or putting a dog to sleep because of its vicious tendencies or problems with its behaviour.

3.2.4        Death due to Illness of any dog or cat aged 8 years or over at the Commencement Date or any renewal period.

3.3           Specific Conditions Applicable to Sections 2 and 3

3.3.1        If there is any Illness of or Injury to Your Pet, You must immediately, at Your own expense, get a qualified Vet to treat Your Pet.  You must allow the Vet to take Your Pet away for Treatment if it is best and provide a report from the attending Vet about the condition of Your Pet even if Your Pet dies.

3.3.2        If Your Pet dies, You must arrange and pay for a qualified Vet to certify the cause of death and, at Your own expense, to conduct a post-mortem examination if We require one.

SECTION 4 - PUBLIC LIABILITY

4.1           Cover

We insure You up to the amount specified in the Schedule in respect of:

4.1.1        amounts You become legally liable to pay;  and/or

4.1.2        costs and expenses of defending litigation incurred with Our written consent

for claims made against You for death or bodily injury or loss or damage to property arising from one event or all events of a series consequent on one original cause happening during the Policy Period and caused by or through Your ownership of Your Pet.

We also insure You up to the amount specified in the Schedule in respect of Your costs and expenses of defending criminal proceedings, incurred with Our written consent, if You are prosecuted under the provisions of the Dogs Act 1871, Dogs (Protection of Livestock) Act 1953, Dangerous Dogs Act 1991 or Dangerous Dogs (Northern Ireland) Order 1991.

4.2           Specific Conditions

4.2.1        You must not admit responsibility, offer, promise, pay or agree to pay any claim or negotiate with any other persons following an incident.

4.2.2        You must inform Us immediately of any impending prosecution inquest or fatal inquiry or civil proceedings.  You must send Us every piece of correspondence and document You receive without replying to it.

4.2.3        You must allow Us to take over and conduct in Your name the defence or settlement of any claim for Our own benefit.  You must allow Us to take proceedings in Our name, at Our own expense and for Our own benefit, to recover compensation or secure an indemnity from any third party.  You must give Us all information and assistance as We may require.

4.2.4        For any claim or series of claims We may at any time pay You the amount of the limit of indemnity or any lower amount which the claim(s) can be settled for thereafter.

4.2.5        We will have no further liability in the claim(s) except for the third party's costs and expenses incurred up to the date of payment, up to the limit of the indemnity specified in the Schedule.

4.3           Exclusions

This policy shall not apply to liability in respect of:

4.3.1        death or bodily injury, loss or damage to property sustained in connection with Your carrying on of any trade, business or profession or use of Your Pet for hire or reward;

4.3.2        death or bodily injury to You, any person handling Your Pet with Your permission or consent, any person that lives with You, any member of Your immediate family, Your agent or licensee, any person in the course of their employment or under a contract of service or apprenticeship with You, guest, employer or any person with whom You have a contractual or business relationship;

4.3.3        loss or damage to any property owned, held in trust, in the charge of or under Your control, any person handling Your Pet with Your permission and consent, any person that lives with You, any member of Your immediate family, Your agent or licensee, any person in the course of their employment or under a contract of service or apprenticeship with You, guest, employer or any person with whom You have a contractual or business relationship;

4.3.4        pollution or contamination of water, buildings or structures, land or the atmosphere and death or bodily injury, loss or damage to property caused by such pollution or contamination other than if caused by a sudden, identifiable, unintended and unexpected incident which takes place in its entirety at a specific time;

4.3.5        any event which results from Your deliberate act or omission and which could reasonably have been expected by You having regards to the nature and circumstances of such act or omission;

4.3.6        the proportion of loss not directly attributable to Your Pet in respect of death or bodily injury, loss or damage to property sustained in an incident involving Your Pet and other animals;

4.3.7        death or bodily injury, loss or damage to property as a result of Your Pet's interaction with other animals or worrying sheep;

4.3.8        death or bodily injury, loss or damage to property as a result of any person handling Your Pet without Your permission or consent;

4.3.9        liability created by an agreement which would not have existed in the absence of the agreement;  and

4.3.10      fines, compensation and prosecution costs following Your prosecution under the provisions of the Dogs Act 1871, Dogs (Protection of Livestock) Act 1953, Dangerous Dogs Act 1991 or Dangerous Dogs (Northern Ireland) Order 1991.

SECTION 5 - EMERGENCY BOARDING KENNEL AND CATTERY FEES

5.1           Cover

We will pay, up to the Benefit Limit as noted in the Schedule, for the cost of boarding Your Pet for the duration that You are registered as an in-patient of a hospital provided You suffer:

5.1.1        any bodily injury, sickness or disease and You are in hospital for longer than the period stated in the Schedule;  and

5.1.2        there is no other responsible person who can care for Your Pet.  You must board Your Pet at a licensed kennel or cattery or place it in the care of a professional home carer.

5.2           Exclusions

The following are excluded from cover:

5.2.1        Any claims by You or Your partner for:

5.2.1.1     pregnancy;

5.2.1.2     any hospital treatment that was expected or probable when You started or renewed this policy; and any medical condition You or Your partner already have which might happen again.

5.2.2        Any claim if:

5.2.2.1     You do not send Us receipts from the boarding kennel or cattery clearly showing the name of Your Pet, the owner's name and address, the date Your Pet was cared for by the kennel or cattery and the amounts charged for each day;

5.2.2.2     We do not receive a medical certificate from the hospital You attended showing Your name and address.

SECTION 6 - HOLIDAY CANCELLATION

6.1           Cover

If You have to cancel or cut short Your holiday because Your Pet requires emergency life-saving surgery due to an Accident or Illness occurring within 14 days of the holiday, We will pay, up to the Benefit Limit as noted on the Schedule, the costs that You cannot recover from any other source.

You will need to get, at Your own cost, receipts from the travel company, tour operator or other similar party for the expenses that are being claimed, clearly showing dates and charges You had to pay because of cancelling or cutting short Your holiday.

6.2           Exclusions

The following are excluded from cover:

6.2.1        surgery for non-life-saving operations;

6.2.2        costs for any holiday booked less than 28 days before You leave;  and

6.2.3        expenses that can be claimed from any other source.

SECTION 7 - THEFT OR STRAYING

7.1           Cover

We will pay, up to the Benefit Limit as noted in the Schedule, the market value or the purchase price paid by You, whichever is lesser, if Your Pet is not found within 28 days of straying or being stolen.  Your Pet must have disappeared from Your address or any other place as may be noted in the proposal form or in any endorsement.  You must report the loss of Your Pet to at least one rescue centre in the case of a cat and in the case of a dog, a dog warden.

We will pay an additional amount up to 30% of Your Pet's sum insured to cover the cost of advertising for Your lost or stolen Pet or paying a reward which leads to getting Your Pet back, provided that You first obtain AFI's written agreement.

7.2           Exclusions

Theft which does not involve forcible and violent entry to a secure area, such as a pen or Your home.

SECTION 8 - ACCIDENTAL DAMAGE

8.1           Cover

We insure You for accidental damage to personal property that is not owned by You, a member of Your immediate family, a relative, employee, guest or other person who is responsible for or in control of Your Pet.  You are covered while Your Pet is visiting someone else's property, whether or not You are legally liable for the damage.  You must give Us independent proof of value at Your cost.  The damaged item must not be disposed of without Our written consent.

8.2           Exclusions

The following are excluded from cover:

8.2.1        damage to any motor vehicle or its contents;

8.2.2         damage caused by Your Pet vomiting, defecating (fouling) or urinating;  and

8.2.3        damage while Your Pet is left unattended.

SECTION 9 - TRANSPORTATION COSTS

9.1           Cover

We cover You up to the amount stated in the Schedule for any reasonable transport or mileage costs incurred if a Vet refers Your Pet to another practice or veterinary hospital.  Personal mileage costs will be calculated at 11p per mile.

9.2           Exclusions

9.2.1        Any repeat journey costs unless agreed by Us.

9.2.2        Any loss not backed up by a detailed receipt for public transport or fuel and full details of mileage travelled.

SECTION 10 - PERSONAL ACCIDENT

10.1         Cover

We cover You up to the amount stated in the Schedule as a result of lost income if You are bitten by Your Pet while You are caring for it and have to miss work as a result of the Injury.

10.2         Exclusions

10.2.1      Any losses incurred without a doctor's note to confirm the incapacity suffered.

10.2.2      Any Pet that is known to have vicious tendencies unless We have been previously told about this and have accepted it in writing.

SECTION 11 - BURGLARY REWARD

Benefits under this section only apply if included in the Schedule.  A policy excess applies to this section of cover.

Cover (limited to dogs)

If a burglar is convicted following being restrained by Your Pet in Your home, We will pay up to the amount shown in the Schedule

Exclusions

If Your Pet is not kept specifically as family pet, unless the Schedule identifies Your Pet as a working dog.

Any building connected with a commercial operation or business

SECTION 12 - GENERAL CONDITIONS & CLAIMS

12.1         General Conditions

12.1.1      We are liable only if We have received the correct premium before the start of each Policy Period.

12.1.2      If You pay the premiums by direct debit and You default on any payment, We reserve the right to charge an administration fee of £2.99 to Your next payment.

12.1.3      You must observe and fulfil all the terms, conditions and endorsements of this policy otherwise We will not be liable under the policy.

12.1.4      You must not mis-state, omit or conceal a material fact from the proposal for this insurance or when renewing it or claiming against it, otherwise We reserve the right to cancel or avoid this policy and to retain the premium.

12.1.5      If any loss, damage or liability is insured by any other policy (or would be insured if this policy did not exist) We will not be liable for the whole claim.  We will only pay anything over the amount which should have been paid under this policy (or policies) if this policy had not been taken out.

12.1.6      If You do not agree with Us:

12.1.6.1                   If any dispute arises as to the amount to be paid under this policy, it may be referred to an arbiter to be appointed by the parties in accordance with the statutory provisions in force at the time.  This provision for arbitration adds to Your legal rights and does not replace them.

12.1.6.2                   If the dispute is because of different opinions of a Vets, We can appoint an independent Vet whom You must also agree to.  The fees for this Vet will be shared equally by You and Us.  The Vet's decision will be binding on both of Us.

12.1.7      We are not liable to pay any claims (including public liability) caused by Your Pet straying, escaping, damaging property, attacking the general public or other pets if Your Pet has a history of doing this.  However, You are covered if You told Us about Your Pet's history and We accepted it in writing.

12.1.8      This Policy does not cover using Your Pet in any trade, profession or business, unless We have agreed in writing to cover this.

12.1.9      Any dog must be kept in a secure area.  Any fences and enclosures must be capable of retaining the dog and all gates, openings and so on must be kept secure.  When a dog is on a public highway it must be on a collar and lead under control.

12.1.10    You must notify AFI as soon as possible of any change in circumstances relevant to this policy, including change of address.  Failure to do so may invalidate this policy.  We reserve the right to alter the terms of this policy immediately after We are notified of such changes.

12.1.11    You must always take reasonable steps to prevent an Accident, Illness, loss or damage and to minimise any claims under this policy.  You must have Your Pet wormed regularly and protect it from infections or contagious disease by keeping it isolated.  You must also have Your Pet vaccinated against distemper, hepatitis, leptospirosis, parvovirus for dogs, kennel cough when entering a boarding kennel or show, and feline infections such as enteritis, feline leukaemia and cat flu for cats.  You must also agree to have Your Pet vaccinated against any other disease a Vet feels is necessary.

12.1.12    When inviting renewal of this policy We may, at Our sole discretion, for any reason and as We deem appropriate taking into consideration (but not limited to) Your Pet's age, medical and/or claims history, change cover, benefits, premium, terms and/or conditions.

13.2         HOW TO CLAIM

13.2.1      On the happening of any Accident, Illness, loss, destruction or damage giving rise or likely to give rise to a claim under this policy, You must either:

13.2.1.1                   download a claim form from www.animalfriends.org.uk;  or

13.2.1.2                   contact AFI by email on This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

13.2.1.3                   contact AFI by telephone on 0844 55 70 300 (option 5)

and request AFI to send You a claim form.  Full instructions of how to complete the claim form will be provided.  You must co-operate fully and truthfully to give AFI any information AFI may need.

SECTION 14 - CONDITIONS OF SETTLING CLAIMS

14.1         If requested by AFI, the Vet attending Your Pet or the usual or previous Vet must, at Your expense, provide AFI with all information about Your Pet, including its full medical history or its treatment as AFI may require.

14.2         To deal with a claim, AFI need the Vet to complete a form detailing the condition, treatment and amount charged.  AFI also need You to complete the relevant parts of the claim form.  We will not pay for any fee charged by the Vet for doing this.  We cannot accept any liability for a claim if this form has not been returned to Us as soon as possible and at most within 90 days of the incident occurring or Your renewal if sooner.

14.3         We cannot offer a settlement for a pedigree Pet unless You send Us, at your own expense, a recognised club registration document, pedigree certificate and purchase receipt.

14.4         It is Your responsibility to prove the value of Your Pet.  We will take into account the age, sex, breed and whether Your Pet is a registered pedigree or not.  You must accept that Your Pet's value is likely to become less as it gets older.  Settlement is limited to a maximum of 75% of the sum insured value for neutered Pets and up to 50% of the sum insured value for Pets aged 6 years or more.

SECTION 15 - GENERAL EXCLUSIONS

15.1         Any Pre-existing Conditions.

15.2         Any claims for Illness and/or disease and/or Accident displaying Clinical Signs within 14 days of Commencement Date.

15.3         All losses arising from Your Pet being neutered or spayed.

15.4         Any claim as a result of any sexually transmitted disease, rabies, Aujesky's disease, leishmaniasis, epidemic outbreaks,  , whether vaccinated against or not, or any 'notifiable' disease.

15.5         We will not pay a claim that is in any way untrue or fraudulent, or arises from a malicious, wilful or criminal act by:

15.5.1      You or someone acting on Your behalf;  or

15.5.2      someone caring for or in control of Your Pet;  or

15.5.3      one of Your family, relations, agents, employees, licensees, paying guests, someone living with You or other person in contractual relationship with You.

15.6         Any loss which is the result of Your breaking the United Kingdom regulations on animal health and importing animals.

15.7         Any consequential loss of whatsoever nature.

15.8         All losses arising as a result of Your Pet undergoing organ transplants.

15.9         Any loss, injury, damage, illness, death or legal liability caused by or arising from the failure of any computer hardware or software or any other electrical equipment.

15.10       Any legal liability or consequence associated with or caused by:

15.10.1    war, invasion, act of foreign enemy or hostilities (whether war is declared or not);

15.10.2    civil war, rebellion, revolution or insurrection, riot, civil commotion, loot or pillage in connection with this, strikes or lock-outs;

15.10.3    military power or coup;

15.10.4    nuclear or radioactive escape, accident, explosion, waste or contamination;

15.10.5    aircraft or other aerial devices.           

SECTION 16 - POLICY ALTERATION & CANCELLATION RIGHTS

16.1         If You wish to cancel this policy within the first 14 days of the Commencement Date and You have not made a claim there is no penalty and upon cancellation You will be entitled to a full return of premiums.

16.2         If You wish to cancel after 14 days of the Commencement Date and You have not made a claim You can cancel at any time and will be entitled to the return of the unexpired portion of Your premium.  However, We will deduct the reasonable cost of setting up and administering this policy.

16.3         We may cancel this policy at any time, in which case We will return the premiums paid less a reasonable amount for the time the policy has been in force.  Our liability then ceases immediately but without affecting Your or Our rights under this policy up to the End Date.  Notice will be treated as sufficiently given if posted to Your last known address.  Following the cancellation charge, no refund will be made of any amount equal to or less than £5.

16.4         If You ask to alter this policy, the Schedule or any part of the cover there will be a reasonable endorsement fee which You will have to pay.

16.5.1         Should You wish to alter this policy or cancel it please contact AFI's office.  This can be done by writing to the address noted below, by phone on 0844 55 70 300 or by email at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it  If You have not received an acknowledgement from AFI within 14 days, You must post the details by recorded delivery.

SECTION 17 - COMPLAINT HANDLING PROCEDURE

If You have a complaint please follow this procedure.

17.1         If You are unhappy with the level of customer service You have received please write to the Customer Services Manager at Animal Friends Insurance Services Limited.

17.2         If you remain dissatisfied please request that your complaint be passed to the Managing Director at AFI.

17.3         If You remain dissatisfied please write to the Managing Director at Red Sands Insurance Company (Europe) Limited

17.4         If You do not receive satisfaction through Our internal procedures, then You can refer Your complaint to the Financial Ombudsman Service (FOS).  Their address is: South Quay Plaza, 183 Marsh Wall, London, E14 9SR or they can be contacted on 0845 080 1800.

17.5         Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme.  You may be entitled to compensation from the Scheme if We are unable to meet Our obligations to You under this policy.  If You are entitled to compensation from the Scheme, the level and extent of compensation would depend on the nature of this policy.  Further information about the Scheme is available from the Financial Services Compensation Scheme, 7^th floor Lloyd's Chambers, Portsoken Street, London E1 8BN and on their website at www.fscs.org.uk

17.6         Your legal rights are unaffected.

SECTION 18 - OTHER INFORMATION

How we protect Your Privacy

AFI is registered under the Data Protection Act, number Z6313845.

Purpose of Collection

AFI collect, store and use Your personal information in order to consider Your application for insurance and to administer insurance services to You, including claims investigation and management.  AFI may also use this information for secondary purposes related to the purposes listed above, such as offering You additional insurance or insurance-related products or services that we believe You might be interested in considering.  This will always be done as permitted by the relevant privacy legislation.

Disclosure

In conducting business AFI may communicate Your personal information to organisations to whom We may outsource certain functions or to associated companies.  Any such communication is performed with strict adherence to Our privacy policy.

Opt Out

If You don't want to receive information on any of Our new products or services You can tell AFI on Your proposal form or by e-mailing This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

Disability Discrimination Act 1995

In accordance with the Disability Discrimination Act 1995, We are able, upon request, to provide a text phone facility, audio tapes and large print documentation.  Please advise Us if You require any of these services to be provided so that We can communicate with You in an appropriate manner.

If You have hearing or speech difficulties, You can text telephone us on .  this document and all of Our literature is available in large print and audio.  We will be happy to provide You with a copy or You can call Us on 0844 55 70 300

Updating Your Records

If You think AFI's records are wrong or out of date, particularly Your contact details, it is important that You contact AFI and they will correct them.

Material Information

We rely upon the information You provide Us to decide whether to insure Your Pet and the terms and conditions under which We will offer cover.  English Law requires You to tell Us about all known factors relating to the health and behaviour of Your Pet that may influence Our decision.  This is known as Duty of Disclosure, if You fail in Your Duty of Disclosure We may exercise certain remedies that include cancelling this policy or reducing the benefits due in terms of the policy.  If You are in any doubt as to whether a fact is or may be material to Us, You must tell Us about it.

About the Insurer

Red Sands Insurance Company (Eur