FAQ’s
Your cover begins from your specified inception date. You will immediately be sent an email confirming cover. We do not cover illnesses which occur within the first 14 days of policy inception or injuries which occur within 5 days of policy inception.
Lifetime cover means you have an annually renewable reinstatement policy i.e. the cover for your pet will continue throughout its lifetime subject to the renewal and payment of the premium.
Our annual policy has been designed for owners looking for great value pet insurance to help with the cost of veterinary fees to treat injuries or short-term illnesses. The 12 month policy cover is provided for up to 365 days only from the date of the occurrence up to the amount specified in your policy limit. The condition will then be excluded from your policy. To continue to claim for the 12 month period you must keep your policy in force and continue to pay your premiums.
Additionally, we cannot offer cover for any dog that must be registered under the Dangerous Dogs Act 1991 and the Dangerous Dogs (Amendment) Act 1997 or any further amendments to these Acts. Breeds we cannot offer cover for or are crossed with are: Abruzzese Mastiff, African Crested Dog, African Wild Dog, Alangu Mastiff, American Bulldog, American Bully, American Bully XL, American Indian Dog, American Mancon, American Mastiff, American Pit Bull Terrier, American Rottweiler, American Staffordshire Bull Terrier, American Staffordshire Terrier, Argentine Dogo, Argentinian Mastiff, Australian Dingo, Bandogge Mastiff, Blue Bull Terrier, Boerboel, Brazilian Mastiff, Bully, Bully Kutta, Canadian Inuit Dog, Bandogge, Bole, Canary Dog, Canary Mastiff, Cane Corso, Cão de Fila de São Miguel, Cão Fila, Chinese Shar Pei, Czechoslovakian Wolfdog, Dingo, Dogo Argentino, Dogue Brasileiro, Fila Brasileiro, Gull Dong, Husky Wolf Hybrid, Inuit Dog American, Irish Staffordshire, Irish Staffordshire Blue Bull Terrier, Irish Wolfhound, Italian Mastiff, Japanese Mastiff, Japanese Tosa, Johnson American Bulldog, Korean Jindo, East Siberian Laika, Irish Staffordshire Bull Terrier, Korean Mastiff, Laika, Libyan Desert Dog, Northern Inuit Dog, Pakistani Bull Dog, Perro de Presa Canario, Pit Bull Mastiff, Pit Bull Terrier, Pocket Bully, Presa Canario, Racing Greyhound, Sarloos Wolfhound, Shar Pei, South African Boerboel, South African Mastiff, Tamaskan Dog, Tibetan Mastiff, Tosa, Tosa Inu, Utonagan Dog, Wolf Hybrid, or Wolfdog.
Before taking out pet insurance with us you must inform us of any current conditions or previous illnesses. We would not be able to cover a condition that has started before the policy has been taken out
We insure pets aged between 5 weeks to eight years at policy inception. However, certain breeds can only be insured if the pet is less than five years old at policy inception.
If we offer and you accept your renewal invitation, we will continue to offer you cover for your pet throughout their life.
This section covers any compensation that you would be legally liable to pay for accidental bodily injury to a person or accidental damage to someone’s property that your dog has caused.
Complementary therapy is an alternative treatment that is not considered to be standard veterinary practice.
Acupuncture, homeopathy, chiropractic manipulation, hydrotherapy, osteopathy, physiotherapy and treatment for behavioural illness all fall into this category. If such treatment is recommended by your vet, then please refer to your claims handler for further information.
Your pet will be covered for veterinary dental treatment caused by accidents up to the limits in your policy
Our policy does cover hip replacements subject to policy limits
Unfortunately you cannot claim for routine vaccinations.
If you take out a policy that incepts on the same day that it is taken out, your first instalment will be collected within 10 working days. For all future collections please refer to your direct debit schedule as provided.
If you take out a policy that incepts on the same day that it is taken out, your first instalment will be collected within 10 working days. For all future collections please refer to your direct debit schedule as provided by GoCardless.
We use GoCardless to process your Direct Debit payments. More information on how GoCardless processes your personal data and your data protection rights, including your right to object, is available at https://gocardless.com/privacy
To alter your direct debit details please call 0121 308 8685 and we will be happy to make the necessary arrangements.
We understand that people’s income can be affected by changes in their personal circumstances. If you are struggling to make a premium payment, we will do our best to help.
Please call us on 0121 308 8685 and have your policy number to hand. We’ll be happy to discuss your circumstances with you.
Depending upon the level of cover selected, you can claim up to your chosen vet fee limit each year. Other policy sections have sub limits to the vet fees.
You must advise claims handler as soon as possible, all claims to be submitted within three months of the date of injury or illness.
We pay claims directly to the veterinary practice, less the excess, as opposed to you paying the vet and us reimbursing you. A direct claim means you only pay the excess as specified on your policy certificate.
Direct claims are our preferred method of payment. However, if either you or your vet would prefer not to use this method please let our claims team know that your vet has been paid so that you, the client, can be reimbursed personally.
The excess applies per condition per policy period; if further periods of insurance are offered and accepted and you have a continuous claim any fees incurred in the new policy period would be subject to the excess. If a claim occurs at the later stages of a policy period and the treatment took place in that previous policy period, then this is incurred within the old policy, even if the invoice is not issued until after renewal.