This page is for our pet insurance customers to keep up with occasional changes we make to our policy documents.
The following changes will apply to your cover at renewal 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.
We have expanded the definition of 'family' to include common-law partners and grandparents.
As part of our improvements for pre-existing conditions, the definition of 'condition' has been updated to include anything your pet needed medication for.
Also, the definition of “pre-existing condition” has 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 believe this reduces ambiguity for our customers in knowing what a symptom is.
What we are not able to cover
We have clarified our description of waiting periods. Although they do not apply at renewal they do now apply if you add a new pet to your policy:
- 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 did not previously specify the accident is excluded if it ‘occurs or is treated’ within the first 48 hours)
- We are not able to pay claims for any vet’s fees incurred within the first 14 days of the policy (we previously excluded illnesses or behavioural conditions within the first 14 days of the policy but have now changed this to ‘any vet’s fees incurred’ within the first 14 days of the policy)
How your policy works (Pre-Existing policy only)
The following change will not affect your cover at renewal but would apply for any new pet added to your policy:
We have expanded the types of pre-existing conditions we can cover, which means we no longer automatically exclude chronic conditions. However, the new terms below apply:
- When buying a new policy or adding a new pet, we will no longer cover anything your pet is currently having treatment for, or anything they have had advice for, diagnosed or treated in the last 3 months. This includes any medications that your pet may be receiving
- When your pet has not received a diagnosis, treatment 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)
Under the heading 'Cover if your pet needs medical treatment - Behavioural treatments':
- We have stated that behavioural conditions must 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 a 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 have also expanded our cover to include payment of advertising and/or reward costs within 48 hours of your pet disappearing, however, we will not pay these costs if your pet is found or returned during that period.