This page is for our pet insurance customers to keep up with occasional updates we make to our policy documents.
If we sent you an email on 2 March 2021, please read this section. This is for customers with cover that started or renewed between 7 August and 17 December 2019 that then renewed in 2020.
If you have a Fixed For Life policy that started or renewed before 30 December 2020, read this section. You only need to read this section if you have a Fixed For Life policy.
New customers can no longer buy our Fixed For Life policy.
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If your cover started or renewed between 7 August and 17 December 2019, the following changes applied to your cover when you renewed in 2020.
You can see all our policy documents here and you can download your documents from My Account.
We’re proud that our documents still hold Fairer Finance’s Clear and Simple accreditation - this means we’ve removed any jargon and confusing language to make them easy to understand.
Each heading refers to a section in your policy document and the changes are listed below them.
FirstVet
We’ve added FirstVet to your policy. Find out more here.
1. Your policy
No changes.
2. How to
2.1 How to make a claim.
We’ve added more information to help you use our online Snap Claim process. You can make a claim online from your My Account area 24 hours a day, 7 days a week.
We’ve also made it clear that in order for us to handle vet fee claims, we will need to share details with your current and previous vets.
2.3 How to make a complaint.
In accordance with EU legislation, this section now includes details of how to make a complaint via the EU’s online dispute resolution platform.
3. What we are not able to cover
This section has been updated to include the declarations you made when purchasing your policy. This makes it easier for you to refer to these when you need to.
Animals we are not able to cover.
- We are not able to cover pets where you are not the owner and keeper.
- We are not able to cover pets under the age of 4 weeks.
- We are not able to cover a pet that has ever attacked or bitten anyone or another animal. We are not able to cover pets that have ever been in any fights.
- We are not able to cover pets that have been trained to attack.
- We are not able to pay claims if you earn money from your pet or your pet is used in connection with any business.
- We are not able to cover pets that are used for guarding, racing, coursing or fighting.
- We are not able to cover dogs or cross-breed of dogs listed in the Dangerous Dogs Act 1991. The act considers Pit Bull Terriers, Japanese Tosa, Dogo Argentino and Fila Brasileiro to be dangerous dogs. The act also considers dogs that appear similar to these dogs as dangerous dogs. In addition, we do not cover Czech Wolfdog, Saarloos Wolfhound or other Wolf hybrids.
Customers we are not able to cover.
- We are not able to provide cover if you have ever been declined insurance for your pet or had an insurance policy for your pet cancelled by an insurer.
- We are not able to provide cover if you currently have any unspent convictions for any kind of offence involving dishonesty, fraud or any crime under the Wildlife and Countryside Act 1981 or the Animal Welfare Act 2006.
4. How your policy works
For Complete customers - no changes. For Regular and MoneyBack customers - your limits for emergency pet minding are going up to £1,500.
For Regular customers, your cover if your pet is lost or stolen goes up to £1,500. Your cover for if your pet passes away also goes up to £1,500.
For Value customers - your policy will be upgraded from time-limited cover to lifetime cover at renewal.
Under your current time-limited policy:
- There is a limit of £3,000 for vet treatment per condition
- Any condition can only be claimed for for 12 months from diagnosis
- Conditions that have reached the £3,000 or 12-month time limit cannot be claimed for again
Under your new lifetime policy:
- You have a £3,000 annual limit for vet treatment that resets each year you renew
- There will no longer be a time limit on claiming for your pet’s conditions
- If you previously reached your claim limit for a condition it will now be lifted
Learn more about the change and how lifetime pet insurance works here.
For Fixed For Life customers - your policy will be upgraded from per-condition and will pay for a condition year after year up to the total £20,000 limit.
This change will not affect your price.
Under your current per-condition policy:
- There is a limit of £7,000 for vet treatment per condition
- New conditions that have reached the £7,000 limit cannot be claimed for again
- There is a total limit of £20,000 for all claims over the life of your pet
Under your new policy:
- You have a £7,000 annual limit for vet treatment that resets each year you renew
- There will no longer be a per-condition limit on claiming for new conditions
- If you previously reached your £7,000 claim limit for a condition it will now be lifted
- The total limit of £20,000 for all claims will not change
Learn more about the change here.
For Pre-existing customers - Your policy will be upgraded from per condition cover to lifetime cover at renewal.
Under your current per condition policy:
- There is a limit of £7,000 for vet treatment per condition for new conditions
- New conditions that have reached the £7,000 limit cannot be claimed for again
- There is a £500 limit for all pre-existing conditions in the first year of your policy. If you do not claim for a pre-existing condition the limit increases to £1,000 in the second year of your policy. If you do not claim in that year the conditions will no longer be classed as pre-existing and you can claim up to £7,000 per condition
Under your new lifetime policy:
- You have a £7,000 annual limit for vet treatment for new conditions that resets each year you renew
- There will no longer be a per-condition limit on claiming for new conditions
- If you previously reached your £7,000 claim limit for a condition it will now be lifted
- The £500 and £1,000 limits for pre-existing conditions won’t change
Learn more about the change and how lifetime pet insurance works here.
5. Your cover
Cover if your pet needs medical treatment
Your limits and excess.
We have clarified that cover for complementary treatments and food prescribed by a vet is subject to your overall medical treatment limit.
We’ve also added a notification that your excess will change at renewal after your pet’s 9th birthday. Please refer to your policy wording to see your excess details.
For Value, Regular, Pre-Existing, MoneyBack and Fixed For Life - Advanced treatments
Advanced treatments are not covered under your policy. These treatments are only covered with our Complete policy.
Dental
It is important to note we will not pay for treatment for anything that could have been prevented by an annual dental check-up.
Cover for legal claims against you and your pet
Legal expenses and compensation due
We have updated this section so that your cover can be used even if you were not the person looking after your pet at the time of an incident. However, you cannot claim if someone was being paid to look after your pet at the time of an incident.
[For Regular, Pre-Existing, MoneyBack and Fixed For Life customers - Cover for travelling abroad with your pet (only if option selected)
Your limits and excess
We have updated this section to extend your UK vet fee cover in the EU. It also provides an extra £1,000 cover per year for some unexpected costs due to your pet while travelling.
Pre-existing conditions
We will not pay for any costs relating to pre-existing conditions while travelling with your pet.
For Complete customers - Cover for travelling abroad with your pet
Your limits and excess
We have updated this section to extend your UK vet fee cover worldwide. It also provides an extra £2,500 cover per year for some unexpected costs due to your pet while travelling.
Pre-existing conditions
We will not pay for any costs relating to pre-existing conditions while travelling with your pet.
For Regular and Pre-Existing customers - cover if your pet is lost or stolen (only if option selected)
Your limits and excess
We have increased the maximum cover under this section to £1,500 (was £1,000).
For Regular, MoneyBack and Fixed For Life customers - Cover if your pet passes away due to accident or illness (only if option selected)
Your limits and excess
We have increased the maximum cover under this section to £1,500 (was £1,000).
What we will pay for
We cannot pay claims for pets over 9 years old that pass away due to illness.
For Complete customer - Cover if your pet passes away due to accident or illness
What we will pay for
We cannot pay claims for pets over 9 years old that pass away due to illness.
For Regular, Pre-Existing and MoneyBack customers - Cover if you need pet minding in an emergency
Your limits and excess
We have increased the maximum cover under this section to £1,500 (was £1,000).
6. Legal information
Fraud
We have added this section to explain the importance of providing us with correct information when you take out insurance for your pet.
It also explains the action we will take if we are made aware of a fraudulent claim.
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If your Fixed For Life policy started or renewed before 30 December 2020, the following changes will apply to your cover when you renew.
New customers can no longer buy our Fixed For Life policy. The following information is for existing customers only.
You can see all our policy documents here and you can download your documents from My Account.
Each heading refers to a section in your policy document and the changes are listed below them.
1. Your policy
We have made a few changes to make sure our customers understand the overall claims limit that applies to their Fixed For Life policy.
Specifically:
- To help you understand better how your cover works, we've expanded our description on who this product is for:
'The policy meets the demands and needs of individuals who require cover for new and recurring conditions up to £7,000 in each year you renew, with an overall limit of £20,000 throughout the life of your pet (your yearly limit is part of your overall limit).’
- We’ve added a statement to explain that the policy will end when the £20,000 overall limit is reached, and that we will contact you with alternative options before you reach your overall limit.
- 1.3 Definitions we use
We’ve added a new definition for the term ‘Overall limit’:
‘When we say 'overall limit' we mean the maximum amount you can ever claim per pet for all vet fees, no matter how long you have had a policy.’
2. How to
No change.
3. What we are not able to cover
No change.
4. How your policy works
5. Your cover
No change.
6. Legal information
No change.
