Policy
WHY CHOOSE US?
  • Lifetime cover
  • Up to £10,000 veterinary fees per year
  • Dental treatment for accident and illness
  • Complementary therapy
  • Travel cover
  • No upper age limit
  • Third party liability
  • Claims paid direct to veterinary practice

POLICY WORDING


A Little Peace of Mind

Please take a little time to read and understand what We will cover and what We will not cover under Your insurance contract along with what You should do in the event of a claim to avoid any frustration or disappointment.

This document explains the detailed terms of Your insurance once Your details are accepted by Us. We have tried to make this insurance contract easily understood by You, the customer, in an effort to eliminate unrealistic expectations if an unfortunate incident should occur.
At the same time let Us assure You that if something occurs that is covered by this insurance contract, then We will try Our best to provide You with a high level of timely and courteous service.

PET INSURANCE

This Pet Insurance is underwritten by Qudos Insurance A/S. Registered Office: Kongevejen 371, DK2840 Holte, Denmark. Qudos Insurance A/S are authorised and regulated by the Finanstilsynet (the Danish Financial Regulator). Their authorisation reference is 53112. As an Insurance Company authorised within the European Union, Qudos is permitted to conduct business within the United Kingdom and is authorised by the Financial Conduct Authority. Their UK Financial Conduct Authority authorisation number is 571608.

This evidence of insurance is to confirm that the pet(s) for which you have paid the appropriate premium are insured. This document only constitutes a valid evidence of insurance when it is issued in conjunction with a certificate of insurance.

ELIGIBILITY

1) Your pet must be aged between 8 weeks or over on the date of purchasing this insurance policy.
2) Your pet must not be used for guarding, track racing or coursing.
3) Your pet must not be a dog that is, or is crossed with, a Pit Bull Terrier, Dogo Argentino, Perro De Presa Canario (Dogo Canario), Japanese Tosa or a Fila Brasileiro.
4) Your dog must not have been the subject of any complaint to the police.
5) This policy is only available to you if you and your pet are permanently resident in the United Kingdom.
6) Your dog must be microchipped
7) Your Pet must be registered at a United Kingdom Veterinary Practice on the Policy start date.

STATEMENT OF DEMANDS AND NEEDS

This Policy meets the demands and needs of the customer who requires cover for Veterinary Fees incurred due to the treatment of their cat or dog for Injury or Illness. We do not make personal recommendations as to the suitability of the Policy to individual circumstances.

EVIDENCE OF COVER

You should read this document carefully. It gives you full details of what is and is not covered and the conditions of the cover.

POLICY INFORMATION OR ADVICE

If You would like more information or if You feel the insurance may not meet Your needs, please call the number shown on Your Certificate of Insurance.

CANCELLATION PERIOD

We understand that not circumstances can change quite quickly, and that occasionally our terms will not suit everyone - that’s why we offer a cancellation period with each policy. Within 14 days of the date you receive your policy document simply get in contact with the administrator at Lifetime Pet Cover on 01285 626020 for a full refund of your premium. This is provided you have not made, or you do not intend to make, a claim under this insurance policy.

At any time throughout the length of your policy, we or you, can cancel the policy by giving 30 days notice. However, Lifetime Pet Cover reserve the right to cancel this policy on 7 days written notice if you do not abide by the terms and conditions laid out in your insurance policy - this includes acting dishonestly or fraudulently.

If we cancel the policy during this time, we will refund any amount you have paid for the rest of the period of insurance, as long as you have not made a claim. You cannot make a claim for medical treatment which occurred after the date the policy was cancelled, but cancelling the policy will not affect your right to claim for an event which occurred before the date the policy was cancelled.

Every notice to cancel this policy must be given in writing by recorded delivery. If you give us notice to cancel the policy, you must send it to the Administrator, Trent-Services (Administration) Ltd at Trent House, Love Lane, Cirencester, Gloucestershire, GL7 1XD, e-mail: admin@trent-services.co.uk. If we give you notice we will send it to your last known address.

LAW APPLICABLE UNDER THIS CONTRACT

You and we are free to choose the laws applicable to the policy. We propose to apply the laws of England with exclusive jurisdiction to the Courts of England and Wales and by purchasing this policy, you have agreed to this.

COMPLAINTS PROCEDURE

If you have any cause for complaint regarding this insurance, please refer to the Complaints Section of your policy wording.

LEVELS OF COVER

Your Certificate of Insurance will show You which level of cover You have chosen

LEVEL 1: LIFETIME £2,000 LIMIT

We will pay for veterinary fees for each new medical condition. You will be covered for veterinary fees up to the policy limit each year and this will be reinstated each year providing cover is made available to you and you continue to renew your policy with us.

The most we will pay out any one period of insurance is £2,000.

LEVEL 2: LIFETIME £3,000 LIMIT

We will pay for veterinary fees for each new medical condition. You will be covered for veterinary fees up to the policy limit each year and this will be reinstated each year providing cover is made available to you and you continue to renew your policy with us.

The most we will pay out any one period of insurance is £3,000.

LEVEL 3: LIFETIME £4,000 LIMIT

We will pay for veterinary fees for each new medical condition. You will be covered for veterinary fees up to the policy limit each year and this will be reinstated each year providing cover is made available to you and you continue to renew your policy with us.

The most we will pay out any one period of insurance is £4,000.

LEVEL 4: LIFETIME £6,000 LIMIT

We will pay for veterinary fees for each new medical condition. You will be covered for veterinary fees up to the policy limit each year and this will be reinstated each year providing cover is made available to you and you continue to renew your policy with us.

The most we will pay out any one period of insurance is £6,000.

LEVEL 5: LIFETIME £10,000 LIMIT

We will pay for veterinary fees for each new medical condition. You will be covered for veterinary fees up to the policy limit each year and this will be reinstated each year providing cover is made available to you and you continue to renew your policy with us.

The most we will pay out any one period of insurance is £10,000.

IMPORTANT

Upgrade/Downgrade Cover - if you transfer your pet to a policy with an additional or higher policy limits, the additional or higher policy limits will not apply if the condition signs or symptoms started before the transfer date. If you transfer your pet to a lower policy limit, the higher policy limit will no longer apply to any claims you are currently making.

DEFINITIONS

Any word defined below will have the same meaning wherever it is shown in Your Policy in bold print. These definitions have been listed in alphabetical order.

Accident

A sudden and unexpected event which happens during the Policy year, which results in bodily Illness or Injury to Your Pet.

Administrator

Means Trent-Services (Administration) Ltd, Trent House, Love Lane, Cirencester, Gloucestershire, GL7 1XD, e-mail: admin@trent-services.co.uk, telephone: 01285 626020. Trent-Services (Administration) Ltd are authorised and regulated by the Financial Conduct Authority No. 315285.

Behavioural illness

Any changes to your pet’s normal behaviour, resulting from a mental or emotional disorder.

Certificate of insurance

An insurance validation Certificate issued by Us which forms part of this Policy and contains the name of policyholder and gives Your Pet’s details and details of the cover provided by this Policy.

Chronic Condition

Means any condition that continues indefinitely, or cannot be cured or eradicated and that may recur or requires ongoing treatment.

Claims Handler

Trent-Services (Administration) Ltd. Telephone: 01285 626020 or e-mail us at admin@trent-services.co.uk quoting your policy number.

Clinical signs

Changes in Your Pet’s normal healthy state, its bodily functions or behaviour.

Co-insurance

The amount you are required to pay towards the costs of the veterinary fees where your pet is aged 7 years or older at the time of the claim. The excess amounts applicable are as follows:

7 Years or older: 20% will be deducted from the claims settlement after the excess;
12 Years or older: 25% will be deducted from the claims settlement after the excess.

An example of how a claim would be calculated with a 20% excess is as follows:

Valid claim arises for Veterinary fees: £500.00
Excess amount: £95.00
Amount payable less excess: £405.00
20% co-insurance: £81.00

Claim total settlement: £324.00

Complementary therapist

A Certified Clinical Animal Behaviourist or a member of one of the following organisations: Association of Chartered Physiotherapists in Animal Therapy, Association of Pet Behaviour Counsellors, Bowen Technique Therapists, Canine and Feline Behaviour Association, Canine Hydrotherapy Association, McTimoney Animal Association, McTimoney Chiropractic Association, National Association of Veterinary Physiotherapists, The International Association of Animal Therapists (UK), Institute of Registered Veterinary and Animal Physiotherapists, Association of British Veterinary Acupuncturists, British Veterinary Behaviour Association, National Association of Registered Canine Hydrotherapist or Institute of Registered Veterinary and Animal Physiotherapists.

Complementary treatment

Complementary treatment, including herbal or homeopathic medicine as recommended and prescribed by Your Vet, excluding complementary treatment that has not been specifically recommended by Your vet in respect of the condition suffered.

Excess

This is the first amount of each unrelated claim for a new condition which is payable by You. This amount is stated on Your Certificate of Insurance.

Home

The place in the United Kingdom where You usually live.

Illness

Changes to a normal healthy state, sickness, disease, defects and abnormalities including defects and abnormalities Your Pet was born with or were passed on by its parents.

Immediate family

Your husband, wife, civil partner, life partner, parents, sons and daughters.

Injury

A physical Injury caused immediately by an Accident. It does not include Injury that happens over a period of time.

Maximum benefit

The most we will pay during the Period of Insurance is detailed in the Certificate of Insurance.

Period of insurance

The period for which We have accepted the premium as stated in Your Certificate of Insurance. This is an annually renewable Policy which can be premium funded to enable monthly instalments.

Pet Passport

The official UK Pet Travel Scheme documents provided by a Vet who has the Government’s authority to do so.

Pet Travel Scheme (PETS)

The UK Government scheme which allows you to take your pet to certain qualifying countries and to re-enter the United Kingdom without putting your pet into quarantine, so long as you have met the rules of the scheme.

Policy

Your Certificate of Insurance, this policy and endorsements

Pre-existing conditions

Any condition, illness or injury which occurred or first showed clinical signs prior to the Policy start date, whether diagnosed or not. This includes if the condition, illness or injury has the same diagnoses or is caused by, relates to or results from a condition, illness or injury which occurred prior to the policy start date.
A condition will cease to be pre-existing condition if:

a) Your Pet has fully recovered, leaving no susceptibility to future problems or underlying weakness and since that point;
b) Your Pet has not received any treatment for or in connection with the condition for a continuous period of 24 calendar months;
c) there are no symptoms or vet consultations relating to the condition for the previous 24 months.

Territorial Limits:

1) United Kingdom and:
2) Anywhere in the world for up to three (3) months during the Period of Insurance provided that Your Pet has a valid Pet Passport and is accompanying you on holiday. You must ensure that all the conditions of the Pet Travel Scheme have been met and a full invoice and any relevant clinical notes have been provided.

United Kingdom

England, Wales, Scotland and Northern Ireland.

Vet

A current, qualified member of the Royal College of Veterinary Surgeons practising within the United Kingdom or is registered to practice in the country in which Veterinary Treatment is received.

Veterinary fees

The amount Vets in general or referral practice usually charge.

Veterinary treatment

Any examination, consultation, advice, tests, X-rays, legally prescribed medication, surgery and nursing required to treat an Illness or Injury, provided by a Vet, a veterinary nurse or another member of the veterinary practice under the supervision of a Vet. This includes Complementary Treatment and alternative treatment as recommended by a Vet.

We, us, our, Insurer

Qudos Insurance A/S, Kongevejen 371, DK2840 Holte, Denmark.

You/Your

The person whose name appears on Your Certificate of Insurance document.

Your pet

Any dog or cat named on the Certificate of Insurance.

SECTIONS OF COVER: Section 1A - Veterinary fees

What You Are Covered For:
We will pay You up to the limit shown on your Certificate of Insurance for the cost of Veterinary Fees for Veterinary Treatment your pet has received within the Territorial Limits during the Period of Insurance to treat an Illness or Injury.

What You Are Not Covered For:

In addition to the General Exclusions of the policy, the Insurer shall not be responsible for:
1 The Excess as shown in Your Certificate of Insurance. The Excess is payable directly to the Vet.
2 The Co-insurance amount of 20% where Your Pet is 7 years of age or older.
3 The Co-insurance amount of 25% where Your Pet is 12 years of age or older.
4 More than the Maximum Benefit for the combined treatment cost of all Illnesses and injuries in the Period of Insurance.
5 Any Pre-existing Conditions.
6 Any Chronic Condition that pre dates the Policy start date.
7 The cost of treatment for:
A An Accident within the first 5 days of Your Pet’s first Policy year,
B An Illness within the first 14 days of Your Pet’s first Policy year,
C An Illness caused by or relating to or a clinical sign that was noticed, or an Illness that showed Clinical Signs, within the first 14 days of Your Pet’s first Period of Insurance.
8 The cost of treatment to prevent Injury or Illness.
9 The cost of treatment or complications arising from treatment, You choose to have carried out and is not directly related to an Injury or Illness, including but not limited to dew claws (unless damaged) and umbilical hernias.
10 The cost of killing and controlling fleas, general health improvers and any treatment in connection with pregnancy or giving birth including caesareans.
11 The cost of any food (including food prescribed by a Vet) unless used to dissolve existing bladder stones and crystals in urine, which is limited to a maximum of 40% of the cost of food for up to 6 months.
12 The cost of pheromone Vet Plan Product, including DAP diffusers and Feliway unless used as part of a structured behaviour modification programme, and then limited to a maximum period of 6 months.
13 The cost of vaccinations, urine tests, routine blood tests, castration, spaying (including spaying for mammary tumours and false pregnancy)unless:
A The procedure is carried out to treat a specific Illness or Injury not excluded above, or;
B The costs claimed are for treating complications that arise from these procedures.
14 Any costs associated with breeding as well as pregnancy and birth (including caesarean sections).
15 The cost of treating an Injury or Illness deliberately caused by You or anyone living with You.
16 The costs of having Your Pet:
A Put to sleep, including veterinary consultations, visits or prescribed medications specifically needed to carry out the procedure, or
B Cremated, buried or disposed of and post mortem costs.
17 The cost of house calls unless the Vet confirms that moving Your Pet would further damage its health, regardless of Your personal circumstances.
18 Extra costs for treating Your Pet outside usual surgery hours, unless the Vet confirms that the condition is an emergency.
19 The cost of hospitalisation and any associated Veterinary Treatment, unless the Vet confirms it is essential that Your Pet is hospitalised, regardless of Your personal circumstance.
20 Costs resulting from an Injury or Illness specified as excluded on Your Certificate of Insurance or generally not covered within these terms and conditions.
21 The cost of surgical items that can be used more than once.
22 The cost of treatment for aggression which is inherent in Your Pet or behavioural Illness if Your Pet’s behaviour is caused by You failing to provide training.
23 The cost of any form of housing, including cages, whether hired or purchased.
24 The cost of bathing, grooming or de-matting Your Pet unless: You have taken all reasonable steps to maintain Your Pet’s health; and
A A Vet confirms veterinary expertise is needed and therefore only a Vet or
B a member of a veterinary practice can carry out these activities, regardless of Your personal circumstances.
25 The cost of any prosthesis, including any Veterinary Treatment needed to fit the prosthesis, other than the cost of hip, knee and/or elbow replacement(s).
26 The cost of any claim caused by Your negligence (including the treatment of obese Pets and symptoms incidental to obesity).
27 The cost of dental treatment unless Your Pet has had its teeth checked by a Vet in the 12 months before the onset date of the claim. If any treatment was recommended as a result of the check this must have been carried out.
28 More than one claim for a dietary indiscretion during any one Period of Insurance.
29 Any Veterinary Fees for treatment to a Vets own Pet and fees for pets belonging to veterinary practice staff unless claimed at cost price.
30 The cost of any treatment in connection with retained testicles if Your Pet is over the age of 12 weeks when cover commenced.
31 Any cost 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. This includes pre-operative blood tests unless Your Pet’s medical history indicates a life threatening risk during surgery.
32 Any administrative costs incurred by completing a claim form, Vet referral letters postage and packing fees and clinical waste fees.
33 The cost of obtaining a second opinion regarding Your Pet’s condition.
34 Any claim notified 90 days after the date of the first veterinary treatment for the condition, injury or illness.

Section 1B – Complementary treatment

What You Are Covered For:

Following receipt of instructions from the Vet, we will pay you up to £1,000 for the cost of Complementary Treatment Your Pet has received within the United Kingdom during the Period of Insurance to treat an Illness or injury.

What You Are Not Covered For:

In addition to all the exclusions listed above (Section 1A - Veterinary fees, Exclusions 1 to 32) You will not be covered for:

1)Any complimentary Therapy Fees for treatment to a Complementary Therapists own Pet and Fees for Pets belonging to Complementary Therapists practice staff unless claimed at cost price

Section 1C – Accidental Death and Death from Illness

What is covered

The purchase price of Your Pet, up to a maximum of £500 for Dogs and £100 for cats if it dies or has to be put to sleep by a vet following an accident or illness during the Period of Insurance. If You did not pay for Your Pet or cannot provide evidence of the purchase price We will pay the market price instead.

What is NOT covered for the above Section 1C Accidental Death and Death from Illness
1) More than the purchase price, or £500 for dogs and £100 for cats, whichever is the lesser.
2) Any amount after 180 days from the date of the loss.
3) Any amount unless Your Vet confirms it was not human to keep Your pet alive because it was suffering from any Injury that could not be treated or an incurable Illness.
4) Any pet aged 6 years and over.
5) Any amount if Your Pet’s death results from a Pre-existing condition or Chronic Condition that pre date the Policy start date.
6) More than the Maximum benefit.
7) Any amount if Your Pet’s death results from an Illness which starts in the first 14 days of cover.
8) Any amount of the death results from breeding, pregnancy or giving birth.
9) Any amount if the death results from an Illness in Your Pet aged 6 years and over.

Section 2 – Public Liability

Policy Cover:

Third Party Liability Cover under this section applies to dogs only and to Cover Levels 1234&5. This section does not apply to anywhere outside of the United Kingdom.

In this section, “You” and “Your” mean you or any person looking after or handling Your Pet with Your permission.

What we will pay for:
If property is damaged, or someone is killed, injured or falls ill as a result of an incident involving your pet during the period of insurance and you are legally responsible, we will pay:
1) Compensation and claimant’s costs and expenses, and
2) Legal costs and expenses for defending a claim against you.
3) Public Liability Limit of Indemnity £1,000,000 in aggregate, within the period of insurance.

What you pay:

The first £250 of any compensation claim paid under this section of your policy.

What we will not pay:

1) Liability covered by any other policy unless all cover under that policy has been exhausted.
2) More than the maximum limit of indemnity for each incident.
3) Any costs and expenses for defending You which We have not agreed beforehand.
4) Any compensation, costs and expenses for an incident which involves Your profession, occupation or business.
5) Any compensation, costs and expenses if You are legally responsible only because of a contract You have entered into.
6) Any compensation, costs and expenses if the person who is killed, injured or falls ill, lives with You, is a member of Your immediate family or is employed by You.
7) Any compensation, costs and expenses if the property damaged belongs to You, any person who lives with You, a member of Your immediate family or a person who is employed by You.
8) Any compensation, costs and expenses if You, a member of Your immediate family or any person who lives with You or is employed by You is responsible for, or looking after, the property that is damaged.
9) Any compensation, costs and expenses that result from an incident if You have not followed instructions or advice given to You by previous owners or the re-homing organisation about the behaviour of Your Pet.
10) Any compensation, costs and expenses if You are deemed responsible under the laws of any country, other than members of the European Union.
11) Any compensation, costs and expenses if You are responsible for air, water or soil pollution, unless it can be proven that the pollution took place immediately after and as a result of an accident involving Your Pet.
12) Any compensation, costs and expenses resulting from an incident that happens where You work.
13) Any compensation, costs and expenses if Your Pet is kept or lives on premises which sell alcohol.
14) Costs resulting from any incident specified as excluded on Your Certificate of Insurance Animal Details or generally not covered within these Terms and Conditions.
15) Death or bodily injury (including disease and illness) and loss or damage to property arising out of ownership, custody or control by or on behalf of You or a dog of a type specified in Section 1 of the Dangerous Dogs Act 1991 (or designated for the purposes of that Section by an order of the Secretary of State) or in the Dangerous Dogs (Northern Ireland) Order 1991.
16) Any fines, penalties or breach of quarantine restrictions or import or export regulations.

Special conditions that apply to this section

1) You must not admit responsibility, agree to pay any claim or negotiate with any person following an incident.
2) You agree to provide us with any information connected with the claim we reasonably ask for including details of your Pet’s history.
3) You agree to tell us or help us find out all the circumstances of an incident that results in a claim, provide written statements and go to court if needed.
4) You must allow Us to take charge of Your claim and allow Us to prosecute in Your name for Our benefit.
5) You must immediately send Us any writ, summons or legal documents You receive and You must never send any replies to these documents.

GENERAL CONDITIONS

1) Throughout the Period of Insurance You must take all reasonable steps to maintain Your Pet’s health and to prevent Accidents, Injury, Illness and loss.
2) You must keep Your Pet’s vaccinations and boosters up to date and in line with the vets recommendations:
Dogs – Distemper, hepatitis, leptospirosis and parvovirus
Cats – Feline infectious enteritis, feline leukaemia and cat flu
If You do not vaccinate Your Pet for these conditions, We will not pay any claims that result from any of these illnesses.
3) Your Pet must have annual check ups.
4) If, when You claim, there is another insurance under which You are entitled to an indemnity; We will only pay Our share of the claim. You must tell Us the name and address of the other insurance company and Your Policy number.
5) If You have any legal rights against another person in relation to Your claim, We may take legal action against them in Your name at Our expense. You must give Us all the help You can and provide any documents We ask for.
6) If You have provided false information, or make a false or exaggerated claim, or any claim involves Your dishonesty, this Policy will end and Our Claims Handler will not make any further claim payments.
7) Your Pet is only covered under this Policy if You pay the premium. If You pay the yearly premium in instalments and You miss an instalment You must pay the outstanding amount within 10 days of the date the instalment is due to be paid. If We do not receive Your payment within 10 days of the date the premium is due, Your insurance will automatically stop and We will make no further claim payments.
8) You agree that any Vet has Your permission to release information We ask for about Your Pet. If the Vet makes a charge for this, You must pay the charge.
9) Under normal circumstances the Claims Handler will pay the claim to the Vet. You will be required to pay the Excess to the Vet. If the Vet, who has treated Your Pet or is about to treat Your Pet, asks for information about Your insurance that relates to a claim, the Claims Handler will tell the Vet what the insurance covers, what they will not pay for, how the amount they pay is calculated and if the premiums are paid to date.
10) If the Claims Handler receives a request to pay the claim payment direct to You, they reserve the right to decline this request.
11) If the Claims Handler considers the Veterinary Treatment or Complementary Treatment Your Pet receives may not be required or may be excessive when compared with the treatment that is normally recommended to treat the same Illness or Injury by general or referral practices, they reserve the right to request a second opinion from a Vet that they choose. If the Vet they choose does not agree with the Veterinary Treatment or Complementary Treatment provided they may decide to pay only the cost of the Veterinary Treatment or Complementary Treatment that was necessary to treat the Injury or Illness, as advised by the Vet from whom they have requested the second opinion.
12) When the Claims Handler offers further periods of insurance they may change the premium and the Policy terms and conditions.
13) The Claims Handler will not guarantee on the phone to pay a claim. You must send them a claim form that has been fully completed and they will then write to You with their decision.
14) When You claim You agree to give the Claims Handler any information they may reasonably ask for.
15) You and We are free to choose the laws applicable to the Policy. We propose to apply the British Law with exclusive jurisdiction to the Courts of England and Wales and by purchasing this Policy, You have agreed to this.
16) Unless We agree otherwise the language of the Policy and all communications relating to it will be in English.
17) You must arrange for a Vet to examine and treat Your Pet as soon as possible after it shows Clinical Signs of an Injury or an Illness. And, if the Claims Handler decides, they will refer the case to a Vet that they choose.
18) You agree to pay translation costs for any claim documentation not written in English.
19) If You pay Your premium by direct debit instalments or monthly instalments, when Your Policy is due for renewal We will renew it for You automatically to save You the worry of remembering to contact Us before the renewal date. We will write to you before the Policy expires with full details of Your next year’s premium and Policy conditions. If You do not want to renew this Policy, all You need to do is contact Us on 01285 626020.

GENERAL EXCLUSIONS

In addition to the exclusions listed under “what You are not covered for”, the Insurer shall not be responsible for:

1) Any animal less than 8 weeks old at the date cover started as shown on Your Certificate of Insurance.
2) Any claim for treatment not carried out within the Territorial Limits.
3) Any claim for dogs which are used for guarding, track racing or coursing.
4) Any claim for a dog that is, or is crossed with, a Pit Bull Terrier, Dogo Argentino, Perro De Presa Canario (Dogo Canario), Japanese Tosa or a Fila Brasileiro.
5) Any amount if You break the United Kingdom laws or regulations, including those relating to animal health or importation.
6) Any amount if Your Pet is confiscated or destroyed by government or public authorities or under the Animals Act 1971 United Kingdom because it was worrying livestock. This includes any further amendments to this Act.
7) Any costs caused because the Department for Environment, Food and Rural Affairs (DEFRA) have put restrictions on Your Pet.
8) Any loss as a result of an act of force or violence for political, religious or ideological reasons, war, riot, revolution or any similar event, including any chemical or biological terrorism.
9) Any dog that must be registered under the Dangerous Dogs Act 1991, Dangerous Dogs (amendment) Act 1997, Dangerous Dogs Order (Northern Ireland) 1991 or any further amendments to this Act.
10) Any legal expenses, fines and penalties connected with or resulting from a Criminal Court Case or an Act of Parliament.
11) Any amount resulting from a disease transmitted from animals to humans.
12) Any amount if You or Your Pet live outside the United Kingdom.
13) Any costs caused by You taking Your Pet on a journey against a Vet’s advice.
14) Any claim for a dog that is not microchipped in accordance with the 2016 Dog Microchipping Legislation.

COMPENSATION SCHEME

Qudos Insurance A/S is covered under the Forsikrings Garantifond which provides financial compensation in the event of any financial failure of the Insurer.

FRAUD

Fraud increases your premium and the premiums of all policyholders. If you:

i) provide us or our claims handler with false information, or
ii) make a false or exaggerated claim with us, or
iii) make any claim with our claims handler which involves your dishonesty
We will not pay Your claim, We will void Your Policy and We may inform the authorities. If We pay a claim and subsequently find the claim was fraudulent, You must repay Us the full amount.

HOW WE USE YOUR DATA

Please be aware that telephone calls may be monitored and recorded.
1) Your details will be stored on Our Claims Handler’s computer system to administer Your Policy but will not be kept longer than is necessary.
2) Our Claims Handler can only discuss Your personal details with You. If You would like anyone else to act on Your behalf please let us know.
3) Our Claims Handler may use Your details to support the development of Our business by including them in customer surveys.
4) We may share Your details with other insurance companies, directly or through a number of databases. This allows Us to check information You give Us and also help Us prevent fraud.
5) Your personal details may be transferred to countries outside the European Economic Area (EEA). They will at all times be held securely and handled with the utmost care in accordance with all principles of the laws of England.
6) We may pass your information to selected third party advisors or suppliers outside Our group for the purpose of administering Your claim.

How to claim

1) You must contact the Claims handler to obtain a claims form. Please telephone Trent-Services (Administration) Limited on 01285 626020 or e-mail us at admin@trent-services.co.uk.
2) Please complete the claim form and ask:
a) Your Vet to fill out their section. (Unfortunately We do not pay Your Vet to do this) or
b) Your Vet and Complementary Therapist to fill out their section(s). (Unfortunately We do not pay Your Vet or Complementary Therapist to do this).
3) Please return the claim form to Our Claims handler with the invoices setting out the costs involved.
This should be sent to Trent-Services (Administration) Ltd, Trent House, Love Lane, Cirencester, Gloucestershire, GL7 1XD.

When to claim

You or Your Vet should send Our Claims Handler Your claim form at the end of treatment or the end of the Period of Insurance if the treatment has not finished by this time. The claim must be submitted within 31 days of Your Pet receiving treatment.

Please note that failure to follow these steps may delay and/or jeopardise the payment of Your claim.

Complaints

We aim to provide You with the highest level of service at all times. However, We recognise that things can go wrong occasionally and if this occurs, We are committed to do Our best to resolve the matter promptly.

Sales
If You are unhappy with any aspects of the sale of this insurance please contact Lifetime Pet Cover from which the insurance was purchased at hello@lifetimepetcover.co.uk or by telephone 020 3750 0022. When You do this quote Your Policy number, which is on Your schedule.

The Administrator handles complaints regarding general administration and claims on Our behalf.

Administration and Claims
If You are unhappy with the general administration of the Policy or have cause for complaint please write to the Administrator, Trent-Services (Administration) Limited, Trent House, Love Lane, Cirencester, Gloucestershire GL7 1XD, e-mail admin@trent-services.co.uk, telephone 01285 626020. When You do this quote Your policy number, which is on Your Certificate of Insurance.

If You still remain dissatisfied after following the above procedures in full, You can ask the Financial Ombudsman Service to review Your case. Their address is

Financial Ombudsman Service,
Exchange Tower
London E14 9SR
Tel: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You have the right to refer Your complaint to the FOS, free of charge, but You must do so within six months of the date of Our final response letter.

If You do not refer Your complaint in time, the Ombudsman will not have Our permission to consider Your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Please note the Ombudsman will not consider your complaint until a final response letter has been issued by Trent-Services (Administration) Limited, as outlined above.

Please quote your insurance reference number and your claim number in all your correspondence to all parties involved with this procedure. This procedure is intended to provide you with a prompt and practical service with any complaints that you may have.

The EU Online Dispute Resolution Platform

The European Union offers an Online Dispute Resolution Platform which may assist some customers with a complaint. You can access this Platform at http://ec.europa.eu/consumers/odr