Policy Wording

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 or boating incident;
2. burn or electrocution;
3. fall from an elevated position;
4. near drowning;
5. the actions of another animal;
6. swallowing a foreign object requiring surgical or endoscopic removal;
7. snake bite;
8. allergic reaction to an insect bite, other than tick and flea bites;
9. Drug, Alcohol and/or Plant poisoning;

or otherwise result in:

10. a fracture;
11. a puncture;
12. a broken bone;
13. a traumatic ligament or tendon Injury;
14. lacerations, abrasions or wounds.

Benefit Limits means the total amounts payable under this policy per each section of coverage. The maximum Benefit Limit that We will pay for a single Condition, a Recurring Condition or a Chronic Condition suffered by Your Pet is the Benefit Limit that was current in the Policy Period when the Condition first manifested, as stated in Your Policy Schedule.

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.

Annual Benefit Limits means the maximum Benefit Limit We will pay for all claims as detailed in Your Policy Schedule

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

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, its bodily functions or behaviour

Complementary Medicine means physiotherapy, hydrotherapy, acupuncture, homeopathic or herbal medicines administered by a suitably qualified practitioner following a recommendation from a qualified vet. The following practitioners are considered to be suitably qualified: Association of Chartered Physiotherapists in Animal Therapy/ National Association of Veterinary Physiotherapists, The International Association of Animal Therapists, Canine Hydrotherapy Association International Veterinary Acupuncture Society (IVAS) and the Association of British Veterinary Acupuncturists (ABVA).

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:
o if You fail to renew this policy; and/or
o We choose not to renew this policy for whatever reason; or
• 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 each 12 month Period starting on the Commencement date and that is not related to any other Illness or Accidental Injury Condition treated during the same Policy Year

Injury means damage to one or more parts of Your Pet’s body as a result of one accidental cause

Illness means sickness, disease, infection or any change in Your Pet’s normal healthy state which is not caused by Injury

Market value means the price usually paid for a Pet of the same age, breed, pedigree sex and breeding ability at the time a claim is made under this insurance

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:
• All our policies are monthly policies – they run for and premiums are collected each calendar month and automatically renews every calendar month. Automatic renewal is subject to receipt of premium.

Policy Year means the first full 12 calendar months with effect from Your Policy Commencement Date.

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 examination, consultation, advice, tests, x-rays, medication, surgery or nursing care provided by a veterinary practice or member of a professional organisation acting under their direction

Ultimate means Ultimate Pet Partners, who on behalf of Computer Quote is the administrator for all sections of this policy and whose registered office is situated at 5^th Floor, The Connect Centre, Kingston Crescent, North End, Portsmouth, PO2 8DE Company Registration number 06740793. Ultimate Pet Partners Limited is an appointed representative of Correlation Risk Partners Limited, which is authorised and regulated by the Financial Services Authority.

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 will pay up to the Benefit Limit shown in the Schedule for Treatment and/or for Complementary Medicine. The Benefit Limit is applied separately to every unrelated Injury, Illness or Condition claimed for.

The maximum Benefit Limit that We will pay for a single Condition, a Recurring Condition or a Chronic Condition suffered by Your Pet is the Benefit Limit that was current in the Policy Period when the Condition first manifested. If You stop making premium payments to us then cover for any ongoing conditions will cease

If total Veterinary Fees appear likely to exceed £1,000 You must notify Ultimate immediately for pre-authorisation as We may wish to obtain a second opinion from Our veterinary advisor.

2.2 Level of Veterinary Fees allowed
We reserve the right to obtain a second opinion from Our veterinary advisor where We consider:
• Veterinary Fees charged appear greater than conventional fees charged by an attending/referral practice; and/or
• Treatment received may not have been required or may have been excessive when compared with Treatment conventionally undertaken by an attending/referral practice
Where there is a dispute We will pay only those Veterinary Fees deemed reasonable and essential by Our veterinary advisor.

2.3 Special Diet
We will contribute to the cost of Your Pet’s prescription food up to a maximum of £100 per Policy Year (Benefit Limit) as long as it is prescribed by Your Vet and can only be brought from a veterinary surgery or online pharmacy and it is to dissolve bladder stones or crystals in urine and for no other purpose. We will deduct 53p a tin and £1.00 per kilo as Your normal feeding costs for Your Pet. We will not be liable for any other dietary costs under this policy

2.4 Advice Line
We are delighted to include an Advice Line service, provided by Vetfone, for those times when taking Your Pet to your normal Vet is not possible or practical - You may contact Vetfone’s veterinary nurses at any time, who will give You advice about Your Pet’s health and welfare. This service is available 24 hours a day, 365 days a year and is a free service.

Vetfone’s telephone number is 0844 445 7453

2.5 Exclusions
The following are excluded from cover:

2.5.1 Costs resulting from an Injury or Illness that:

2.5.1.1 first showed Clinical Signs before the Commencement Date or within the Waiting Period of the Commencement Date;

2.5.1.2 is the same as or has the same diagnosis or Clinical Signs as an Injury, Illness or Clinical signs Your Pet had before the Commencement Date;

2.5.1.3 is caused by, relates to or results from an Injury, Illness or Clinical Signs Your Pet had before Commencement Date.

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


2.5.3 Conditions resulting from an Illness where only Accident cover has been selected by You.

2.5.4 Costs for cosmetic Treatment, elective Treatment, routine Treatment or preventative Treatment recommended by a Vet to prevent an Injury or Illness. This is not limited to but includes vaccination, spaying, castration, Cryptorchidism (retained testes), grooming, nail clipping, breeding, whelping, kittening, bathing, dematting, killing and controlling fleas and worms, spaying to prevent the re-occurrence of false pregnancy and any claims as a result of these procedures unless specifically noted on the Schedule;

2.5.5 Any dental or gum Treatment unless required as a direct result of an Accident or Injury to Your Pet where We shall cover the costs of extraction only.

2.5.6 Treatment received by Your Pet after the End Date.

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

2.5.8 The cost of any Treatment for behavioural problems or for any conditions arising as a result of the same

2.5.9 Any costs for house calls/out-of-hours calls/non essential hospitalisation and ambulance costs (where covered) unless a Vet confirms that Your Pet was suffering from a life-endangering Condition. Your personal circumstances will not be covered.

2.5.10 Costs of putting Your Pet to sleep, cremation and disposal, including post mortem costs, coffins or caskets.

2.5.11 Costs which are not supported by an original receipt or invoice itemising the Treatment costs incurred.

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

2.5.13 The cost of any diet food, even if prescribed, other than those detailed at 2.3.

2
2.4
2.5.14 Any costs associated with routine or investigative laboratory tests or procedures unless the clinical signs /symptoms exist and the tests and procedures are to diagnose a specific Condition

2.5.15 Extra fees on external laboratory fees. We will only pay the external fee plus up to £20 for post and packaging and interpretation

2.5.16 Any charges made by Your vet for a prescription charge for obtaining medication elsewhere.

2.5.17 Continuation claims unless You have paid the required premiums to keep Your policy in force.

2.5.18 The Excess applicable to this section of cover.

SECTION 3 - DEATH OF DOG OR CAT FROM ACCIDENT OR ILLNESS

3.1 Cover
We will 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 Year as the Accident or Illness. You must advise Ultimate 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 Euthanasia due to any act of any legal or legislative authority for any reason whatsoever, including any order made in respect of a 'notifiable' disease.

3.2.2 Euthanasia due to behavioural problems or for fiscal reasons.

3.2.3 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

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

3.2.5 Any death resulting from breeding, pregnancy or giving birth.

3.2.6 Any claim if the death has been a result of preventative, routine or elective Treatment / procedure. See Vets fees

3.2.7 Any death caused by an Illness/Clinical Signs first noticed before or within the first 14 days of the policy.

3.3 Specific Conditions Applicable to Sections 2 and 3

3.3.1 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 – EMERGENCY BOARDING KENNEL/CATTERY FEES

4.1 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:

4.1.1 any bodily Injury, sickness or disease and You are in hospital for longer than 4 days during a Policy Period; and

4.1.2 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.

4.2 Exclusions
The following are excluded from cover:

4.2.1 Any claims by You for:

4.2.1.1 any hospitalisation that could reasonably have been expected or foreseen when you took out or renewed this policy and any potentially recurring medical Condition You or Your partner already have.

4.2.2 Any claim by you for:-

4.2.2.1 costs as a result of any hospital stay that was not on the advice of a doctor, specialist or consultant;

4.2.2.2 costs as a result of nursing-home care or convalescence care that You do not receive in hospital.

4.2.2.3 costs as a result of you being hospitalised for alcoholism, drug abuse, attempted suicide or self inflicted injuries

4.2.2.4 Any amount if the boarding kennels/cattery/ Pet minding business are not licensed.

4.2.3 Any claim if:

4.2.3.1 We do not receive original receipts from the boarding kennel or cattery identifying 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;

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

SECTION 5 - HOLIDAY CANCELLATION COVER

5.1 Cover
We will pay up to a maximum amount of the Benefit Limit specified in the Schedule for reasonable travel and accommodation expenses incurred by You if You have to cancel or cut short Your holiday because Your Pet needs immediate life saving surgery while You are away or up to 14 days before You leave. You must, at Your own expense, provide Us with receipts showing the dates and costs You had to pay because of cancelling or cutting short Your holiday from the travel company, tour operator or other similar party.

5.2 Exclusions
The following are excluded from cover:

5.2.1 any holiday costs where the holiday was booked less than 28 days before You leave;

5.2.2 the amount you can claim back from anywhere else.

5.2.3 any extra costs incurred because you delayed letting the company providing Your transport and accommodation know you had to cancel

5.2.4 any costs for anyone else that is on holiday with you

5.2.5 surgery for non life-saving operations

SECTION 6 - LOSS BY THEFT OR STRAYING

6.1 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 a maximum amount of £500, 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 Ultimate’s written agreement.

6.2 Exclusions
6.2.1 Any claim where You or the person looking after Your Pet has voluntarily parted with it or in circumstances where the Pet’s loss would not be deemed “theft” in law.

6.2.2 Any reward to a member of Your family, to any person known to you, or to the person who was caring for Your Pet at the time of the incident.

SECTION 7 - ACCIDENTAL DAMAGE

7.1 Cover
We will pay up to the Benefit Limit for any costs incurred following 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, such damage being caused directly by 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.

7.2 Exclusions
The following are excluded from cover:

7.2.1 damage to any motor vehicle or its contents;

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

7.2.3 damage while Your Pet is left unattended.

SECTION 8 - PUBLIC LIABILITY

8.1 Cover
Where property is damaged or someone is killed, injured or becomes ill as a result of an incident involving Your Pet and you are legally responsible We shall pay up to the Benefit Limit in respect of:

8.1.1 Compensation and the Claimant’s costs and expenses;

8.1.2 The legal cost and expenses of defending a claim made against You under this Section

We shall also cover You up to the Benefit Limit in respect of legal costs You incur defending criminal proceedings under the Dogs Act 1871, Dogs (Protection of Livestock) Act 1953, Dangerous Dogs Act 1991 or Dangerous Dogs (Northern Ireland) Order 1991.

8.2 Specific Conditions

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

8.2.2 You must provide us with any information relating to the claim We reasonably ask for including detail of Your Pet’s history, including medical, behavioural and history of ownership.

8.2.3 You agree for us to take charge of Your claim and allow us to prosecute, defend or settle the same on terms We are advised are reasonable in Your name for Our benefit.

8.2.4 You agree to help us ascertain all the circumstances of an incident leading to a claim, provide written statements and go to court if We require it.

8.2.5 You must immediately send us any writ, summons or legal documents of whatever nature relating to a claim made against You and You must never send any replies to such documents.

8.3 Exclusions
This policy shall not apply to liability in respect of:

8.3.1 any compensation, costs or expenses:-

8.3.1.1 for defending You which We have not agreed to in writing beforehand

8.3.1.2 if You are legally liable because of a contract You have entered into

8.3.1.3 if the Claimant is a person who lives with You, is a member of Your immediate family or is employed by You

8.3.1.4 which involves Your employment, profession, occupation or business

8.3.1.5 if You, a member of Your immediate family or any person who lives with You or is employed by You is responsible for or is looking after the property damaged

8.3.1.6 where You have not followed advice given to You by previous owners of Your Pet or by any rehoming organisation about Your Pet’s behavioural traits

8.3.1.7 for an incident at Your workplace

8.3.2 any claims:-

8.3..2.1 if You are responsible for air, water or soil pollution unless You can prove the same took place as a direct consequence of an Accident involving Your Pet;

8.3.2.2 arising as a result of any deliberate act on Your part or for any other act or omission which could reasonably have been foreseen as causing the loss, damage or Injury complained of;

8.3.2.3 as a result of Your Pet's interaction with other animals;

8.3.2.4 as a result of any person handling Your Pet without Your permission or consent;

8.3.3 any 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.

8.3.4 the matters referred to in the General Exclusions, Section 16.

SECTION 9 - PERSONAL ACCIDENT

9.1 Cover
We will pay up to the Benefit Limit to cover income lost if You are bitten by Your Pet while You are caring for it and You miss work as a result of the Injury.

9.2 Exclusions

9.2.1 Any losses incurred without a doctor's report (to be prepared by your doctor at your cost) to confirm the incapacity suffered and the reasons you have been unable to work.

9.2.2 Any losses incurred without a report from Your employer stating the period you were off work and confirming the sums by way of income you did not receive from any source as a result.


9.2.3 Any sums you may recover from any other source including Statutory Sick Pay

9.2.4 Losses caused by any Pet that is known to have vicious tendencies

SECTION 10- OVERSEAS TRAVEL EXTENSION

10.1 Emergency Veterinary Treatment Abroad

10.1.1 Cover
If Your Pet needs emergency veterinary Treatment as a result of an Injury or Illness that first shows Clinical Signs during a holiday in the Policy Period, We will pay up to £2,000 (less the Excess) towards the reasonable costs of emergency veterinary Treatment. This cover applies to a maximum trip duration of no more than 30 days and for up to 3 trips per Policy Year.

10.2 Exclusions

10.2.1 More than £2,000 for emergency veterinary fees.

10.2.2 Any costs resulting from a holiday that started before the Commencement Date.

10.2.3 Any costs resulting from:

10.2.3.1 an Injury or Illness that first showed Clinical Signs before Your holiday started; or

10.2.3.2 an Injury or Illness that is the same as or has the same diagnosis or Clinical Signs as an Injury, Illness or Clinical Sign Your Pet had before Your holiday started; or

10.2.3.3 an Injury or Illness that is caused by, relates to or results from an Injury, Illness or Clinical Sign Your Pet had before Your holiday started no matter where the Injury, Illness or Clinical Signs are noticed or happen in or on Your Pet’s body

except that We shall continue to provide cover under this policy where Your Pet is already receiving Treatment for an ongoing Condition under an existing policy with Us.

10.2.4 The cost of food.

10.2.5 Any costs if the holiday was made to get Treatment abroad.

10.2.6 Any costs to take Your Pet’s body home if it dies.

10.2.7 Costs of putting Your Pet to sleep, cremation and disposal, including post mortem costs, coffins or caskets.

10.2.7 We will not pay for a claim that is caused by, connected to or resulting from:

10.2.7.1 You not complying with any part of Your Pet Travel Scheme whether imposed by the UK government, a transport company or other countries involved in Your Pet Travel Scheme.

10.2.7.2 Any confiscation, detention, requisition, damage, destruction or any prohibitive regulations by customs or any government officials or authorities of any country unless specifically covered by this policy.

10.2.7.3 Travel outside European Union countries included in Your Pet Travel Scheme.

10.2.7.4 You having to comply with any part of Your Pet Travel Scheme unless specifically covered by this policy.

10.2.7.5 Currency exchange rate differences.

10.3 Notification of Claim Cost
If total Veterinary Fees appear likely to exceed £1,000 (at the exchange rate prevailing at time of Treatment) You must notify Ultimate immediately for pre-authorisation as We may wish to obtain a second opinion from Our veterinary advisor.

SECTION 11 - GENERAL CONDITIONS

11.1 General Conditions

11.1.1 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.

11.1.2 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.

11.1.3 A dog on a public highway must be on a collar and lead under control. Reasonable steps must be taken to ensure a dog does not escape or stray and any area in which a dog is kept must be secure and appropriately fenced or otherwise secured.

11.1.4 You must notify Ultimate 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.

11.1.5 During the Policy Period You must take care of Your Pet including arranging and paying for any Treatment normally recommended by Your vet to prevent or reduce the risk of Illness or Injury.

11.1.6 You must ensure that Your Pet is 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.

11.1.7 You must ensure that Your Pet is wormed regularly and if there is a risk of contagion, to keep Your Pet isolated from the same.

11.1.8 We reserve the right to cancel or avoid this policy and to retain the premium where We believe you have mis-stated, omitted or concealed a fact We consider material to the risk either when taking out a policy for the first time or renewing it.

11.1.9 If a dispute arises then if the dispute relates to any sum to be paid under this policy then it shall be referred to a single arbitrator appointed in default of agreement by the Chairman of the Association of British Insurers under the provisions of the Arbitration Act 1979 as amended. The decision of the arbitrator shall be final and binding. Where a dispute arises due to a difference of opinion between vets then We shall appoint an independent vet whose decision shall be binding. The costs of the independent Vet will be shared equally by You and Us.

11.1.10 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.

SECTION 12 - HOW TO CLAIM

12.1 In the event of an Accident, Illness, loss, destruction or damage giving rise or likely to give rise to a claim under this policy, You must either:

12.1.1 download a claim form from www.computerquotepetinsurance.com or submit your claim on line

12.1.2 contact Computer Quote Pet Insurance by email on claims@computerquotepetinsurance.com

12.1.3 contact Computer Quote Pet Insurance by telephone on 0844 561 1625


and request Ultimate 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 Ultimate any information Ultimate may need.

SECTION 13 - CONDITIONS OF SETTLING CLAIMS

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

13.2 Advice Line
Remember You can also use the Advice Line service provided by Vetfone, for those times when taking Your Pet to Your normal Vet is not possible or practical - You may contact Vetfone’s veterinary nurses at any time, who will give You advice about Your Pet’s health and welfare. This service is available 24 hours a day, 365 days a year and is a free service.

Vetfone’s number is 0844 445 7453

13.3 You and Your vet will have to complete all applicable sections on one of our Claim Forms and submit the same to Ultimate before a claim can be assessed by Ultimate. An incomplete Claim Form will be returned and this will delay settlement of claims. We will not pay any fee charged by Your vet for completing the Claim Form and We reserve the right to refuse a claim where a fully completed Claim Form has not been returned to us without undue delay and in any event within 90 days of the incident occurring or Your renewal if sooner.

13.4 As to Sections 3 & 6 it is Your responsibility to prove the value of Your Pet although We reserve the right to set the relevant Market Value. In any event Market Value will be 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. Where a claim is made for a pedigree Pet You must send Us, at Your cost, the originals of a recognised Breed Club registration document, Pedigree Certificate and purchase receipt.

SECTION 14 - GENERAL EXCLUSIONS

14.1 Any Pre-existing Conditions.

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

14.3 Any claims arising from Your Pet being neutered or spayed.

14.4 Any claim arising as a result of any sexually transmitted disease, rabies, Aujesky's disease, leishmaniasis, epidemic outbreaks or any 'notifiable' disease.

14.5 We will not pay a claim that is in any way untrue or fraudulent, or arises from a malicious, wilful or criminal act on the part of any person

14.6 Any claims arising as a result of Act of Parliament, by law or central or local government regulation.

14.7 We will only pay costs which are incurred as a direct consequence of the event which led to the claim You are making under this Policy.

14.8 Any claims arising as a result of Your Pet undergoing organ transplants.

14.9 Any loss as a result of an act of force or violence for religious, ideological or political reasons, war, riot, civil commotion, revolution or similar event including any act of terrorism of any kind.

14.10 Any loss arising as a result of a disease transmitted from animals or birds to humans

14.11 We shall not be liable where We have not received the correct premium before the start of each Policy Period.

14.12 We shall not be liable under this policy unless You have complied with all the terms, conditions and endorsements of this policy.

14.13 We shall not pay any claims where Your Pet has been used in any trade, profession or business, unless We have agreed in writing to cover such use. Show dogs are covered.

14.14 We shall not be liable for any claims of any kind which are caused by Your Pet straying, escaping, damaging property, or attacking persons or pets if Your Pet has done this before.

14.15 Excluded Dogs

14.1.1 Any dogs used for trade or business.

14.1.2 The following dogs, as outlined in the Dangerous Dogs Act 1991, are specifically excluded from cover under any section of this policy:
• Pit Bull Terrier
• Japanese Tosa / Tosa Inus
• Dogo Argentino (also referred to as Argentine Dogo and Argentinian Mastiff)
• Fila Brasileiro
Including any “type”, as defined in the Dangerous Dogs Act 1991, considered to match the description of a prohibited “type”; any breed crossed with the above; and any other breed or type deemed be dangerous by the Secretary of State and subsequently added to the Dangerous Dogs Act 1991.

14.1.3 In addition, the following types/breeds are also excluded from cover under any section of this policy:
American Bandogge/Bandogge Mastiff
American/Irish Staffordshire Bull Terriers
Canary Dogs/Perro De Pressa Canarios/Presa Canarios
Cane Corsos
Czechoslovakian Wolfdogs/Sarlooswolfhounds/ Wolf Hybrids
Korean Jindo
Northern Inuit Dogs
Racing Greyhounds
Shar Peis
Utonagan

SECTION 15 - CANCELLATION RIGHTS

15.1 If, once You receive Your full policy documents, You are not happy You have 14 days within which you can cancel the policy. If you wish to cancel Your policy this must be done in writing by email or post to Ultimate’s offices – details below. Upon receipt of Your written cancellation We shall cancel Your policy and provided no claims have been made you shall receive a refund of any premium you have paid.

15.2 If You wish to cancel after 14 days We may give You a refund of Your premium for any period of cover falling after the cancellation date less any reasonable administration expenses. This must be done in writing by email or post to Ultimate’s offices – details below. If You have not received an acknowledgement from Ultimate within 14 days, You must post the details by recorded delivery.

15.3 If We have paid a claim You may not receive the full return of Your premium.

15.4 We reserve the right to cancel Your policy at any time. If We do then We shall retain such premium as covers the time the policy has been in force and return any balance to You in Excess of £5. We then have no further liability to You but Your rights up until the cancellation date remain unaffected.

15.5 Should You wish to alter this policy or cancel it please contact Ultimate’s office. This can be done by writing to the postal address or email address noted below, or by phone on. If You have not received an acknowledgement from Ultimate within 14 days, You must post the details by recorded delivery. A reasonable administration charge will be made for any policy alteration.

Ultimate’s postal address is: 5^th Floor, The Connect Centre, Kingston Crescent, North End, Portsmouth, PO2 8DE

SECTION 16 - Advice Line

16.1 We are delighted to include an Advice Line service, provided by Vetfone, for those times when taking Your Pet to your normal Vet is not possible or practical - You may contact Vetfone’s veterinary nurses at any time, who will give You advice about Your Pet’s health and welfare. This service is available 24 hours a day, 365 days a year and is a free service.

Vetfone’s Pet Advice Line is available on 0844 445 7453

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 Ultimate Pet Partners at the above address.

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

17.3 If You remain dissatisfied please write to the Customer Services Manager at Red Sands Insurance Company (Europe) Limited Suite 912C, Europort, Gibraltar

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
Ultimate is registered under the Data Protection Act, number: Z5428709

Purpose of Collection
Ultimate 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. Ultimate 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 Ultimate 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.

Language
All communication between You and Us will be conducted in English

Opt Out
If You don't want to receive information on any of Our new products or services You can tell Ultimate on Your proposal form or by e-mailing service@computerquotepetinsurance.com

Updating Your Records
If You think Ultimate’s records are wrong or out of date, particularly Your contact details, it is important that You contact Ultimate 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.

Monthly Policies
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 Ultimate 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 Ultimate 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%.

About the Insurer
Red Sands Insurance Company (Europe) Limited (“Red Sands”) is licensed and regulated by the Gibraltar Financial Services Commission under the Insurance Companies Act 1987 of Gibraltar and is a member of the UK’s Financial Services Compensation Scheme. Red Sands Insurance Company (Europe) Limited is registered in Gibraltar under company number 87598 and their registered office is situated at Suite 912C, Europort, Gibraltar. As the underwriter RSL is responsible for this policy document.

About the Administrator
Ultimate Pet Partner are authorised and regulated by the Financial Services Authority (FSA No 311368). . If You have any questions please call our friendly customer service team on 0845 604 2308, Monday to Friday 9:00am to 6.30pm; or visit our website www.computerquotepetinsurance.com ; or email Us at service@computerquotepetinsurance.com . Ultimate provides administration, customer services and claims services on Red Sand’s behalf.

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.