Updates to our pet insurance policies

This page is for our pet insurance customers to keep up with occasional updates we make to our policy documents.

You can see all our policy documents here and you can download your documents from My Account.

The following changes will apply to your cover when you renew if you bought your policy before 4 July 2017

Each heading refers to a section in our policy documents and the changes are listed below them.

Your policy

We have expanded the definition of 'family' to include common-law partners and grandparents.

As part of our improvements for pets with pre-existing conditions, the definition of 'condition' has been updated to include anything your pet needed medication for.

The definition of 'pre-existing condition' has also been updated to include anything your pet has needed medication for but no longer includes anything your pet has shown symptoms or signs of. We think this definition is fairer and more straightforward for customers.

How to

No changes.

What we are not able to cover

We wanted to make our waiting periods easier to understand so we’ve updated these below. Although they do not apply when you renew your policy they do apply if you add a new pet:

• We will not be able to pay a claim for an accident that occurs or is treated within the first 48 hours of the policy
• We are not able to pay claims for any vet’s fees incurred within the first 14 days of the policy

How your policy works (Pre-Existing policy only)

We can now cover chronic pre-existing conditions, helping more people get cover for their pets.

We have also clarified when we can offer cover for a pre-existing condition. This change will not affect your cover when you renew but would apply for any new pet added to your policy:

• We will not cover anything your pet has had treatment, diagnosis, medication or advice for in the last 3 months.
• When your pet has not received a diagnosis, treatment, medication or advice for a condition for more than 3 months, it will be covered as a pre-existing condition.

How your policy works (All other policies)

No changes.

Your cover

Under the heading 'Cover if your pet needs medical treatment - Behavioural treatments':

• To claim for a behavioural condition, this must first be diagnosed by a vet.

Under the heading 'Cover if your pet is lost or stolen – Advertising and Reward':

• Our cover has been expanded to include advertising and reward for your pet’s return where you did not pay for your pet. This can be up to twice the market value of your pet but you must get our approval before offering this reward. We hope this change means we can help more customers whose rescue pets go missing.
• We have clarified our wording that explains advertising and reward costs will not be paid if your pet is found or returned within 48 hours of disappearing.

Legal information

No changes.