Animal Friends: Pet Insurance Experts

Maximum Benefit Policy Booklet Max Value, Max Plus, Max Extra

Maximum Benefit Policy Booklet

Max Value, Max Plus, Max Extra

Thank you for joining Animal Friends. You and your pet are now helping to support charities like Blind Dog Rescue UK, who rescue and rehome blind and partially sighted dogs throughout Europe!

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Welcome

Hello and welcome to the Animal Friends family. We wish you and your pet a happy and healthy year.

By choosing to join us, you’re not only protecting your pet in their times of need, you’re also part of something much more! Your policy is helping animals across the world get the care and support they need when there’s no one else to keep them safe.

Our vision is to create a better life for every animal. Since 1998, we’ve given support and vital funds to welfare charities across the world, helping to protect some of the most vulnerable animals at home and in the wild.

We believe it’s our commitment and love for all animals that make us an award-winning insurer. But it’s our passion, courage and kindness that drive us to continually improve our services by putting our customers and their pets at the heart of everything we do.

This booklet tells you what you and your pet are covered for, as well as what isn’t covered. Please read through it carefully. It should answer any questions you have about your insurance. If you’re still unsure about anything, or if something doesn’t look right, please contact us on 0344 557 0300.

Wishing you all the best,

Wes' signature

Wes Pearson

How to use this booklet

This booklet tells you everything you need to know about your policy. Along with a document called Your Schedule it makes up the agreement between you and us, so make sure you keep it safe. If you need a copy in large print or braille, please let us know.

When reading this booklet, please remember the following things.

Our policies only cover people that live in the UK. When we say ‘UK’ in this booklet, we mean England, Scotland, Wales, Northern Ireland, the Isle of Man, Channel Islands and UK Ministry of Defence bases overseas.

This policy is administered by Animal Friends and underwritten by Red Sands Insurance Company (Europe) Ltd. Red Sands pays a commission to Animal Friends to sell insurance on its behalf. When we say ‘we’, ‘our’ or ‘us’ in this booklet, we mean Red Sands. Red Sands Insurance Company (Europe) Limited is registered in Gibraltar (Incorporation No: 87598). Registered office: Level 3 Ocean Village Business Centre, 23 Ocean Village Promenade, Gibraltar. Red Sands Insurance Company (Europe) Limited is authorised and regulated by the Gibraltar Financial Services Commission and is subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority in respect of business underwritten in the UK (Financial Services Register No: 231635). Red Sands Insurance Company (Europe) Limited is a member of the UK’s Financial Services Compensation Scheme and Association of British Insurers.

When we say ‘you’ or ‘your’, we mean the person named on the schedule.

When we say ‘immediate family’, we mean your spouse, sibling, parent, child or stepchild. It also includes civil partners and any other partner that has lived with you permanently for at least two years.

This policy is governed by English law. All communication will be made in English.

Cover limits

The table below details your cover limit for each section. This is the most we’ll pay – the actual amount might be lower, depending on your circumstances. Read this table alongside the rest of this booklet as there might be some conditions that apply to you. There might also be some amounts you have to pay when you make a claim. For more information, see your schedule and the 'How this policy works' section of this booklet.

Cover You're covered up to
Section A: Vet fees

Value

£1,000 per condition

Plus

£2,000 per condition

Extra

£4,000 per condition

Including up to £500 for complementary treatment and £100 for prescribed food to treat bladder stones.

This policy also gives you access to the Joii app, where you can check your pet’s symptoms and access unlimited free online vet consultations.

You’ll need to pay an excess when you make a claim.

Section B: If your pet dies or is put to sleep

Value

£500

Plus

£750

Extra

£1,000

A percentage of the price you paid for them, depending on their age, up to the amounts above.

Section C: If your pet goes missing or is stolen

Value

£500

Plus

£750

Extra

£1,000

A percentage of the price you paid for them, depending on their age, up to the amounts above. We’ll also cover £200 per year for advertising and reward costs.

Section D: If you can’t look after your pet because you’re in hospital

Value

£500 per year

Plus

£750 per year

Extra

£1,000 per year

We’ll also pay up to £100 per year for a dog walker or minder if nobody can walk them for you while you’re in hospital.

Section E: If your pet injures someone or damages their property

Value

£2,000,000 per year

Plus

£2,000,000 per year

Extra

£2,000,000 per year

You’ll have to pay a £250 excess for property damage claims.

Section F: If your pet needs urgent medical care abroad

Value

£1,500 per year

Plus

£2,000 per year

Extra

£2,000 per year

Section G: If you need to cancel or cut short a holiday because your pet needs urgent medical care

Value

£1,000 per year

Plus

£1,000 per year

Extra

£1,500 per year

Contact details

You can contact Animal Friends for support in the following ways.

By phone

0344 557 0300

Please check our website for opening hours.

If you call us from a landline, you’ll be charged the standard rate. Calls from mobiles vary depending on your plan. For example, if your plan includes unlimited minutes, your call from a mobile will be free.

By email

If you have a general enquiry, you can reach us at:

If you need to get in touch with a specific department, you can find a full list of email addresses on our Contact Us page at:

www.animalfriends.co.uk/contact-us

By post

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

How this policy works

This booklet details everything your pet is covered for under this policy. Some things aren’t covered, so it’s important you read through your documents to check you have the cover you need. There’s a list of exclusions in the 'What this policy doesn't cover'. These apply to the whole of your policy. There are also some additional exclusions that only apply to certain sections of cover. You should also check your schedule to see if there are any other exclusions that apply to you personally. You’ll find detailed descriptions of your cover for each section under the heading 'What this policy covers'.

Your policy

You’ve chosen one of our maximum benefit policies. You can claim up to a set amount for vet fees for each condition your pet might have. For example, if you have our Max Value policy, your limit for each condition will be £1,000.

You can claim for as many conditions as you need to, as long as you stay within the limit for each condition. At the renewal after the condition started, we’ll add an exclusion to your policy – but you can carry on claiming for the condition if you haven’t already reached your limit. Once you reach the limit for a condition, you won’t be able to make a claim for it again even if you renew.

When we say ‘condition’, we mean any injury or illness with a single cause or diagnosis. For example, if your pet has an accident, we’ll class any injuries they suffer as one condition – even if they’re in different parts of the body. Likewise, if your pet has symptoms of a condition that later appears in a different part of the body, we’ll class it as one condition.

The cover limit in your schedule is the most we’ll pay for any one condition. Every time you make a claim for a new condition, you’ll need to pay an excess to help cover the cost of treatment. For more information on excesses see the ‘Your excess’ part of the 'What this policy doesn't cover' section. You can find out how much excess you’ll need to pay in your schedule.

When this policy starts and ends

Your policy starts from the day you chose it to, but there’s a waiting period before you can start making some kinds of claims. We don’t cover accidents or injuries that happen within the first 2 of your policy start date. For example, if your cover starts on the 1st, you won’t be covered for any accidents or injuries that happen before the 3rd.

For illnesses, we don’t cover any that first show signs or symptoms within the first 14 days. So, if your cover starts on the 1st, you won’t be covered for any illnesses that first show signs or symptoms before the 15th. This 14-day waiting period also applies to all claims involving cruciate ligaments – including those caused by accidents.

We also won’t cover claims if your pet goes missing or is stolen in the first 14 days of your policy.

If you’ve switched from a full, annual pet policy with another insurer, cover for illnesses starts straight away and cover for accidents starts after 2 days. You must be covered up to the start date of your new Animal Friends policy – there can be no gaps in cover or payment. The policy you switch from can’t be a free short-term or trial pet insurance policy. Remember, we won’t cover your pet for any pre-existing conditions, even if you’ve switched from another annual policy.

A condition starts from the date the accident happened, or the illness first showed any signs or symptoms – not the date you take your pet to the vet. So even if you wait until after the waiting period to get your pet treated, you still won’t be covered.

Several things might end this policy. For example, if either of us decide not to renew your policy for any reason. It will end if your pet dies, is lost or is stolen. You may also decide to cancel your policy. We can cancel it too – for example, if you don’t pay your premium. For more information about cancelling your policy, see the 'Cancelling your policy' section.

Changing your level of cover

If you want to change your level of cover, you should get in touch with us. If your pet already has a condition, and you switch to a policy with a higher limit, we’ll cover valid claims for this condition at your previous, lower limit. This is true even if you haven’t yet made a claim. If you switch to a policy with a lower limit, your new policy limit will apply to all claims.

Pre-existing conditions

Pre-existing conditions aren’t covered by this policy. We consider a condition to be pre-existing if your pet showed any signs or symptoms of it before your cover start date, whether they needed treatment previously or not. We can start covering some conditions again if they haven’t needed – or been recommended to have – treatment from you or the vet in the last 24 months. If a vet says a condition does need treatment during this time, and you delay getting it, we won’t cover that condition. We don’t cover any pre-existing chronic conditions; for example, diabetes, arthritis and epilepsy.

If you noticed something was wrong with your pet before you took out the policy, it could be a sign of a pre-existing condition. This is true even if you decided not to take them to the vet. For example, if your dog was shedding fur before the policy started, and was later diagnosed with a thyroid condition, we’d consider this to be a pre-existing condition.

Remember, the 14-day waiting period at the start of this policy means we’ll consider any signs and symptoms that started in this period as pre-existing as well.

Any injuries caused by accidents your pet had before you took out this policy will also be considered pre-existing conditions. This includes any complications, illnesses or conditions that might not be noticeable straight away but later appear as a result of the earlier accident.

Conditions that affect both sides of the body

If your pet develops a condition in one part of their body that they’ve previously had in another part of their body, we’ll class it as one condition. This is called a ‘bilateral condition’, and both cases will be covered under the same vet fees limit. Bilateral conditions usually appear in places your pet has more than one of, such as ears, eyes and elbows.

For example, your pet may need treatment for an injured cruciate ligament in their left leg that costs £500. If you have our Max Value policy, which has a £1,000 limit, there would be £500 left for treatment if they injured the cruciate ligament in their right leg. This is because we’d class these as the same condition.

Remember, we don’t cover pre-existing conditions. So if the damage to the left ligament happened before you took out this policy, you won’t be covered if they later damage their right ligament.

Left Dog Right
Left Cat Right

Amounts you might have to pay

Your premium

The premium is the amount you pay us so we can provide you with insurance for your pet. You can decide to pay one amount annually or in monthly instalments. You must make sure to keep up with all your payments. If you don’t, we won’t be able to cover you if you want to make a claim.

Your excess

The excess is an amount you’ll need to pay when you make a claim. Different sections of the policy have different excesses, check your schedule to find out which apply to you.

Vet fees excess

You’ll need to pay one vet fees excess for each condition that you claim for. If your pet becomes ill with a new condition, and you start a new claim, you’ll need to pay the excess. If they need more treatment for the same condition, we’ll treat this under the same claim. You won’t need to pay the excess again for that condition.

Sharing the cost of the vet bill

As your pet gets older, you’ll also have to start paying a percentage of the vet fees when you make a claim. This is because older pets may be more likely to get injured or to become ill. These are known as ‘co-payments’.

We start applying co-payments at 8 years old for dogs and 10 years old for cats. We’ll automatically apply co-payments on the first renewal after your pet’s birthday. For example, if your dog turns 8 in January, and the policy renews in July, we’ll apply co-payments after the July renewal. Check your schedule to see if a co-payment applies to your policy.

Co-payments count towards your cover limit. For example, if your cover limit is £1,000, with a 20% co-payment, the most you’ll be able to claim is £800.

Looking after your pet

It’s important you look after your pet’s health – we might not be able to pay some claims if you don’t. You must follow any advice given to you by a vet, and arrange and pay for treatment to help lower the risk of injury or illness. If they need treatment, you need to make sure your vet is a current member of the Royal College of Vet Surgeons. If they’re not, you might find you’re not covered.

Your pet’s health

It’s really important you vaccinate your pet to protect them from harmful diseases. If you have a dog, you must make sure they’re vaccinated against distemper, hepatitis, leptospirosis, parvovirus and kennel cough. If you have a cat, you must make sure they’re vaccinated against feline infectious enteritis, feline leukaemia and cat flu. If a vet recommends any other vaccinations, you must agree to those as well. It’s important all your pet’s vaccinations are kept up to date. We won’t cover claims for diseases or illnesses that could’ve been prevented by a vaccine.

You must also regularly worm your pet by following an anti-worming programme and product that’s been recommended or prescribed by a vet. We don’t cover herbal worming products or any complications that result from using them.

Your pet’s safety

This policy is designed to cover you for things that happen to your pet that couldn’t have been prevented or predicted. It’s your responsibility as their owner to keep them as safe as possible. You must follow advice given to you by your vet, trainers and the authorities. For example, if the police or a vet tell you to muzzle your dog, you must do this to keep them and others safe.

If you have a dog, you must always keep them under your control. They must be on a lead with a collar or harness anywhere there could be moving vehicles. For example, on a driveway, in car parks or next to roads, including those on private land.

All collars, leads or harnesses need to fit properly and be kept in good condition. Make sure to firmly hold your lead, so it doesn’t slip out of your hand if your dog pulls away from you suddenly.

You need to make sure your home, garden, and any other places your pet visits are secure. You should take steps to stop your pet from escaping, especially when opening doors. If you take your pet in a vehicle, you must use a lead, harness, cage or crate to restrain them. This is particularly important when getting in and out anywhere near a road.

You must make sure your pet is microchipped in line with UK law and that the information on it is kept up to date.

It’s your responsibility to keep your pet safe. If you don’t, you may find you’re not covered when you try to make a claim.

Renewing your policy

If you pay monthly – or pay annually and have opted into auto-renewal – you won’t need to do anything; your policy will automatically renew for another year. If you paid upfront for a year and haven’t opted for auto-renewal, you’ll need to get in touch with us to renew for another year.

0344 557 0300

Animal Friends will send your renewal documents approximately three weeks before your policy is due to end. You should read these documents carefully. We might change some of your terms or the price you pay, so you’ll need to check you still have the cover you need.

Several things affect the price you pay when you renew, including your pet’s age, their medical history and previous claims.

Giving us the facts

It’s really important you give us accurate information at all times. If you notice any information isn’t right, or if your circumstances change, you should tell us straight away.

We might not be able to pay a claim if you don’t tell us the truth, or if you mislead us or exaggerate a claim. We may also cancel your policy without giving you a refund, and in some cases have to tell the police or other authorities.

If you give us wrong information by mistake, you might not be able to make a claim or we might need to void your policy. If we do this, we’ll act like your policy never existed and give you back any premiums you’ve paid. We might also need to apply extra exclusions, or change your cover, the premium you pay or the terms of this policy.

Keeping up to date with your payments

It’s important you keep up to date with your premium. If you’re struggling with your payments, please get in touch and let us know. We won’t be able to cover claims if you have any unpaid premiums.

How to make a claim

We understand making a claim can be a stressful time, that’s why we’ve made it as easy as possible for you. You can make a claim with us in the following ways:

Online through your vet

The quickest and easiest way to make a claim is through your vet, if they have access to the Animal Friends online claims system, Pawtal. If they do, they can make a claim directly, so you won’t need to fill in any forms. Your vet can track your claim this way as well.

Using a claim form

If your vet doesn’t have Pawtal, you’ll both need to fill out a claim form and send it back so we can process your claim.

Getting a claim form

You can download claim forms from www.animalfriends.co.uk/existing-customers/make-claim – or give Animal Friends a call and they’ll send you one in the post.

0344 557 0300

Sending your claim form

Once you and your vet have completed the claim form, you can send it by email to claimform@animalfriends.co.uk. If you prefer, you can post the claim form to this address:

Animal Friends
Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

To make sure we can handle your claim as quickly as possible, please send all claim forms within 90 days of your pet receiving treatment.

If your vet offers a discount for paying their fees quickly, we’ll only cover the discounted amount. We’ll do this even if you have to pay a higher amount because you didn’t pay quickly enough.

If your pet injures someone or damages their property

If something happens that could lead to a liability claim, you must let Animal Friends know straight away. You can do this by phoning 0344 557 0300 or emailing publicliability@animalfriends.co.uk.

For more information on liability claims, see ‘Section E: If your pet injures someone or damages their property’.

If your vet fees are going to be high

The quickest way to check if the treatment will be covered is to ask your vet to check through the Animal Friends online claims system – Pawtal.

If your vet doesn’t use Pawtal and the treatment will cost more than £1,000, you can give Animal Friends a call on 0344 557 0300. This will give you the chance to find out whether you’ll be covered before agreeing to the treatment. Be aware, it could take up to 5 working days to get an answer this way.

If there’s any other insurance policy that might cover an incident or claim, the other insurer must be told and you must let us know their details. We don’t cover anything that’s insured under any other policy.

What this policy covers

Section A: Vet fees

What's covered

If your pet needs medical care

If your pet becomes ill or gets injured, we’ll cover vet fees up to the amount shown in your schedule. Make sure you keep your receipts and invoices safe, as you’ll need to show them to us when you make a claim.

This section of cover only covers vet fees in the UK. If your pet needs medical care abroad, you’ll need to claim under ‘Section F: If your pet needs urgent medical care abroad’.

To help us handle your claim as quickly as possible, we ask that you make your claim within 90 days from when your pet had the treatment.

We limit some vet fees at the market average cost. For a list of these limits, see the ‘Important information on vet fee claims limits’ document in your welcome or renewal pack.

Sometimes people choose to buy medication from a pharmacy or online instead of from their vet. If you do this, we’ll cover some of the cost of your vet writing the prescription as well as the medication.

We’ll only cover house calls, out-of-hours fees, emergency fees or hospital costs if your vet says your pet needs to be seen straight away.

If you’re worried about your pet’s condition, you can check their symptoms with the Joii app. It’s available 24/7, 365 days a year, so you’ll be able to use it when your vet is closed. It connects you with qualified vets and registered vet nurses to help diagnose the problem without paying an out-of-hours fee. If you think your pet’s condition is urgent or life threatening, please contact your usual vet straight away. For more information see:

www.animalfriends.co.uk/joii

If your pet develops a condition in one part of their body that they’ve previously had in another part of their body, we’ll class it as one condition. This is called a ‘bilateral condition’, and both cases will be covered under the same vet fees limit. For more information about bilateral conditions please see the ‘Conditions that affect both sides of the body’ part of the 'How this policy works' section.

Complementary treatment

We’ll pay up to £500 for complementary treatments, as long as they’re recommended by a vet. The £500 limit counts towards your overall vet fees limit. Some of the complementary treatments we cover include physiotherapy, osteopathy and laser therapy. We’ll only cover complementary treatments that are performed by a qualified specialist. For a full list of treatments and specialists we cover, see:

www.animalfriends.co.uk/therapy

Tests needed to diagnose a condition

We’ll pay for tests when they’re needed to investigate or diagnose a condition covered by this policy, such as x-rays, ultrasounds and MRI and CT scans. We don’t cover routine, elective or preventative tests, for example a blood test carried out before performing surgery.

If a test shows your pet is suffering from a condition not covered by this policy, we won’t cover the cost of the test.

If your pet is put to sleep

We’ll cover the cost of putting your pet to sleep, up to £100, if they die as a result of something covered by this policy. We’ll only do this if it’s needed to prevent suffering. This must be confirmed in your vet’s notes. The £100 limit counts towards your overall vet fees limit.

Prescription food to treat bladder stones

We’ll cover the cost of food up to £100, as long as it’s been prescribed by a vet to treat bladder stones. This £100 limit counts towards your overall vet fees limit.

What's not covered

Claims at the beginning of your policy

We don’t cover any accident or injury that happens within the first 2 days of your policy start date, or any illness that starts within the first 14 days. We also don’t cover any cruciate ligament conditions or injuries that start within the first 14 days.

If you’ve switched from a full, annual pet policy with another insurer, cover for illnesses starts straight away and cover for accidents starts after 2 days. You must be covered up to the start date of your new Animal Friends policy – there can be no gaps in cover or payment. The policy you switch from can’t be a free short-term or trial pet insurance policy. Remember, we won’t cover your pet for any pre-existing conditions, even if you’ve switched from another annual policy.

Conditions we don’t cover

We don’t cover pre-existing conditions. We consider a condition to be pre-existing if your pet showed any signs or symptoms of it before your cover start date, whether they needed treatment previously or not. For more information about pre-existing conditions, see the ‘Pre-existing conditions’ part of the 'How this policy works' section.

We don’t cover retained testes, sexually transmitted diseases, rabies, Aujeszky’s disease or leishmaniasis. Likewise, we aren’t able to cover epidemics or ‘notifiable diseases’. These are diseases listed by the government. If your pet has one of these diseases, you need to tell the authorities straight away. For a full list of notifiable diseases, go to the www.gov.uk site and search for ‘notifiable diseases’.

Treatments we don’t cover

We don’t cover any routine, preventative, elective or cosmetic treatment, even when it’s recommended by a vet to prevent an illness or injury. For example, this includes the cost of grooming, vaccinations, neutering, or flea/worm treatment. We also don’t cover any complications that arise from these treatments, unless it’s for flea or wormer treatment that has been recommended or prescribed by a vet. We don’t cover costs resulting from not having routine, preventative, elective or cosmetic treatment recommended by a vet to prevent an injury or illness.

We also don’t cover the cost of any treatments, training or therapy if your pet has a behavioural problem.

You won’t be covered for any treatment as a result of breeding, pregnancy or giving birth, including the cost of emergency c-sections.

If your pet suffers complications from using unlicensed medication, we won’t cover this.

We don’t cover stem cell or gene therapy. We also don’t cover any form of transplant, including organ transplants, Platelet-rich-plasma (PRP) and Osteochondral Autograft Transfer System (OATS), or any complications that result from these.

We don’t cover any claims for prosthetic limbs. This includes the cost of the prosthetic, consultations and procedures, or any complications or rehabilitation your pet might need afterwards.

We don’t cover claims caused by your pet being a blood donor, including any complications that appear as a result.

We don’t cover any dental or gum treatments or conditions, including epulis. This includes the cost of any tests that lead to a dental or gum problem being diagnosed.

Other things we don’t cover

We don’t cover the cost of transporting your pet to another vet or hospital for treatment. This includes the cost of an ambulance.

We don’t cover pet bedding and blankets, including incontinence sheets or kennel liners, even if they’ve been recommended by a vet.

We’ll cover the cost of one buster collar for every condition your pet has, but any additional buster collars won’t be covered. We won’t cover any other items used to stop your pet from causing themselves more harm. This includes mikki boots and pet t-shirts.

We also don’t cover leads or harnesses.

Food costs aren’t covered, unless the food is prescribed by your vet to treat bladder stones.

We don’t cover any admin fees your vet may charge, including the cost of any postage or packaging. This includes fees for filling in any form, giving us information about your pet’s medical history or referring them to another vet.

We also won’t cover any fee your vet charges to admit your pet to hospital. We will pay towards the cost of keeping them in hospital.

We won’t cover any cremation or burial costs if your pet dies or is put to sleep. This includes the cost of coffins and caskets.

Section B: If your pet dies or is put to sleep

What's covered

If your pet dies or is put to sleep, we may be able to cover some of what you paid for them. The amount we’ll pay depends on how they died, how old they were when they died and how much you paid for them.

We realise that your pet dying can be a difficult time, so we’ll try to handle your claim as fast as possible. To help us do this, please tell us as soon as possible if your pet dies.

When your pet dies, we’ll cover a percentage of the price you paid for them up to the amount shown in your schedule. We’ll only pay the full amount you paid for your pet if they were less than a year old when they died. If you have a dog over 8 years and 1 day or a cat over 10 years and 1 day, we’ll only cover deaths as a result of accidents. These percentages are listed in full below:

If you have a dog we’ll pay: Dog
If they’re less than 1 year old 100%
1 year and 1 day to 3 years old 75%
3 years and 1 day to 5 years old 50%
5 years and 1 day to 8 years old 35%
Over 8 years and 1 day old 25% (accident only)
If you have a cat we’ll pay: Cat
If they’re less than 1 year old 100%
1 year and 1 day to 3 years old 75%
3 years and 1 day to 5 years old 50%
5 years and 1 day to 10 years old 35%
Over 10 years and 1 day old 25% (accident only)

If we make a payment using this scale, the least we’ll pay is £50 for a cat and £100 for a dog. If you paid less than this for your pet, we’ll give you whatever you paid for them.

If you didn’t pay anything for your pet, you won’t be covered under this section. This is because the amounts we pay you are based on the amount you paid for them. If you paid nothing for your pet, we won’t charge you for this section of cover.

We might need to see a receipt for your pet to prove how much you paid for them, so make sure to keep it safe. You can store your receipts digitally in your online account.

If your pet dies suddenly, we may ask for a post-mortem to find the cause of death. If we decide a post-mortem is needed, we’ll pay for it.

If we pay a claim under this section, we’ll cancel your policy from the date we pay. If you pay annually, you might also be due a refund. For more information about refunds, see the 'Cancelling your policy' section.

If we pay a claim under this section, you can’t make a claim under Section C.

What’s not covered?

We don’t cover any deaths caused by your pet’s behavioural problems or anything not covered in Section A.

Pets you didn’t pay for

You won’t be covered under this section at all if you didn’t pay anything for your pet.

Claims at the beginning of your policy

If your pet dies – or has an accident they later die from – within the first 2 days of your policy, we won’t cover your claim. We also won’t cover you if your pet gets an illness within the first 14 days of your policy and dies as a result.

If you’ve switched from a full, annual pet policy with another insurer, cover for illnesses starts straight away and cover for accidents starts after 2 days. You must be covered up to the start date of your new Animal Friends policy – there can be no gaps in cover or payment. The policy you switch from can’t be a free short-term or trial pet insurance policy. Remember, we won’t cover your pet for any pre-existing conditions, even if you’ve switched from another annual policy.

Other times we won’t cover a claim for your pet’s death

We won’t cover claims if your pet needs to be put to sleep because of their behaviour or your own financial situation.

We also won’t cover claims if the death could have been prevented by any routine, preventative or elective treatment that you didn’t carry out.

You won’t be covered if your pet dies as a result of breeding, pregnancy or birth.

Section C: If your pet goes missing or is stolen

If we pay a claim under this section, you can’t make a claim under Section B. This doesn’t include claims for advertising and reward where your pet is found within 45 days.

What's covered

We’ll cover some of the cost of finding your pet if they’re stolen or go missing from your home. For example, we’ll cover the cost of advertising and a reward, up to the amount shown in your schedule. We’ll only do this if they were under the control of you or a member of your immediate family at the time.

If your pet is stolen from your home, garden or car, we’ll only cover cases that involve illegal entry. This includes if someone broke into your locked car to steal your pet. You’re also covered if your pet is lost or stolen while you’re out on a walk.

As soon as you realise your pet has gone missing, you must take every reasonable step you can to try to find them. If you have a dog, you must report their loss to a local dog warden and your vet. If you have a cat, you must report them missing to at least one local rescue centre and your vet. If you’re not able to find them within 48 hours of them going missing, you can contact us to make a claim for advertising and a reward.

If someone finds your pet, you’ll need to give us their details and how much reward you offered before we can pay the claim.

If you can’t find your pet

If you can’t find your pet within 45 days, we’ll cover some of the cost you paid for them. The amount we’ll pay depends on how much you paid for them and how old they were when they went missing.

We’ll cover a percentage of the price you paid for them up to the amount shown in your schedule. We’ll only pay the full amount you paid for your pet if they went missing when they were less than a year old. These percentages are listed in full below:

If you have a dog we’ll pay: Dog
If they’re less than 1 year old 100%
1 year and 1 day to 3 years old 75%
3 years and 1 day to 5 years old 50%
5 years and 1 day to 8 years old 35%
Over 8 years and 1 day old 25%
If you have a cat we’ll pay: Cat
If they’re less than 1 year old 100%
1 year and 1 day to 3 years old 75%
3 years and 1 day to 5 years old 50%
5 years and 1 day to 10 years old 35%
Over 10 years and 1 day old 25%

If we make a payment using this scale, the least we’ll pay is £50 for a cat and £100 for a dog. If you paid less than this for your pet, we’ll give you whatever you paid for them.

If you didn’t pay anything for your pet you won’t be covered if you can’t find them, but you’ll still be able to make a claim for advertising and reward.

We might need to see a receipt for your pet to prove how much you paid for them, so make sure to keep it safe. You can store your receipts digitally in your online account.

If we pay a claim because your pet is lost for more than 45 days, we’ll cancel your policy from the date we pay. If you pay annually, you might also be due a refund. For more information about refunds, see the 'Cancelling your policy' section.

If your pet is later found, you must pay us back the full amount we gave you.

What’s not covered?

If your pet gets lost at the beginning of your policy

We won’t pay any claims under this section if your pet is lost within the first 14 days of your policy.

Rewards we don’t cover

We won’t cover any rewards given to anyone you know personally. For example, a member of your immediate family, friend, or someone that works for you.

Pets you didn’t pay for

If you didn’t pay anything for your pet, we’ll only cover the cost of advertising and a reward under this section.

If you abandoned your pet

We won’t cover claims if you deliberately abandoned your pet.

If your pet isn’t microchipped

You must make sure your pet is microchipped in line with UK law and that the information on it is kept up to date. We won’t be able to cover your claim otherwise.

Section D: If you can’t look after your pet because you’re in hospital

What's covered

There may be times when you unexpectedly won’t be able to look after your pet because you need to stay in hospital for emergency care. If this happens, we’ll pay towards putting your pet in a cattery or kennel, or the cost of a licensed pet minder or professional dog walker. Either way, you’ll be covered up to the amount shown in your schedule.

We’ll only pay claims under this section if there are no family members or friends who can look after your pet for you.

You must be in hospital for more than four days in a row, but we’ll cover costs from the first day of your stay. We’ll only cover hospital stays in the UK.

Remember to keep hold of your receipts from the dog walker or minders, cattery or kennel, as we’ll need them to handle your claim. We’ll also need some information about your stay in hospital, such as the date you arrived, the date you left and the reason for your stay. This may also include some sensitive information about, for example, your health, that we need to handle your claim. We’ll always keep this information safely and securely and follow all relevant data protection laws. We’ll only cover hospital stays that have been advised by a doctor, specialist or consultant.

What’s not covered?

We won’t cover repeat stays in a hospital because of a long-term condition.

We won’t cover you if you have a planned stay in hospital, such as for a routine operation or to have a baby.

We won’t cover claims if you stay in a nursing home.

We won’t cover stays in any unlicensed catteries or kennels, or the cost of any unlicensed pet minders or walkers.

Section E: If your pet injures someone or damages their property

What's covered

There may be a time when someone holds you responsible for an incident involving your pet. For example, your pet’s actions might result in someone being killed, getting injured or having their property damaged. If someone makes a legal claim against you due to an incident involving your pet, we’ll cover your legal costs. If we’re settling a legal claim, we’ll also pay compensation and legal costs for the person making the claim.

The most we’ll pay per year is shown in your schedule.

We’ll only cover incidents that happen in the UK or on UK Ministry of Defence bases overseas. We’ll only cover incidents that happen in the residential areas of military bases.

You must let us know straight away if an incident happens, or if someone makes a legal claim against you. If you don’t, and this affects our ability to handle the claim, we won’t be able to help. You must also give us any other information we ask for and let us handle the claim.

You must not admit responsibility for any incident, or negotiate or agree to pay for anything. If you’re sent any legal documents, don’t reply to them. Instead, send them to us straight away. You may also need to give us written statements and go to court.

You must follow advice given to you about your pet’s behaviour by their past owners, rehoming or rescue centre staff, vets, behaviour specialists, trainers, or the authorities. If you don’t follow their advice, and that leads to a legal claim, we won’t be able to cover the claim. If an incident was caused by your pet’s behavioural problem, you’re covered, unless they’ve shown the same problem in the past. For example, if they have injured or bitten someone.

If we pay a claim under this section

If we pay a claim under this section for an incident caused by your pet being aggressive, we won’t cover any future claims that result from your pet’s aggression.

If you need advice about this section

If something happens that could lead to a liability claim, you must let Animal Friends know straight away. You can do this by phoning 0344 557 0300 or emailing publicliability@animalfriends.co.uk. If you have any other legal queries, we have a team of experts you can call. The legal advice helpline is available Monday to Friday 9am to 5pm on:

0344 888 5565

What’s not covered?

Claims involving people you know

We won’t cover claims made against you by a member of your immediate family, or anyone who lives with you or works for you.

We won’t cover claims if you, a member of your immediate family, or anyone who lives with you or works for you is responsible for the damaged property.

We won’t cover claims made by or against professionals or businesses who are being paid to provide services for your pet.

Claims involving your work or business

You won’t be covered if something happens at your workplace or involves your business. You also won’t be covered if something happens at the workplace or business of anyone who lives with you. A workplace means anywhere that you or someone who lives with you is working, even if this place isn’t fixed, or you or they are working from home. We’ll only class your home as a workplace when people you don’t normally live with are there for work or business. For example, colleagues, customers, suppliers, or delivery drivers.

We won’t cover incidents that happen on military bases, unless they happen in the residential areas of the base.

Claims involving other animals

We won’t cover claims caused by your pet worrying, chasing, attacking or injuring other animals. We also won’t cover vet fees for any other animal that’s injured or killed by your pet.

Other things we don’t cover

We won’t cover claims if you deliberately caused damage or didn’t take reasonable steps to prevent an incident. For example, we won’t cover you if you leave your pet alone outside a school and they bite a child.

We won’t cover claims if an incident happens as a result of someone handling your pet without your permission.

We won’t cover a claim against you if you’ve signed another contract which makes you legally responsible. For example, if you’ve agreed with a dog walker that you’ll be responsible for any incidents involving your dog while in their care.

We won’t cover claims if you’re fined, charged or prosecuted in a criminal court. We also won’t cover civil claims heard by a Magistrates Court.

We won’t cover claims if you refuse to help us or do anything else that affects our ability to handle the case.

We won’t cover the cost of any damage caused by your pet being sick, defecating or urinating.

Section F: If your pet needs urgent medical care abroad

What's covered

We’ll cover the cost of urgent medical care if your pet gets ill or injured and needs immediate treatment while you’re on holiday abroad. We’ll only cover claims for holidays that start after you take out the policy. The accident needs to have happened, or the illness needs to have first shown signs or symptoms, while you were on holiday. If the accident happens or the illness develops before or after your holiday, you might be able to claim under the vet fees section of your policy. For more information, see the 'Vet fees' section.

If you’re worried about your pet’s condition when you’re on holiday, you can check their symptoms with the Joii app. It’s available 24/7, 365 days a year. It connects you with qualified vets and registered vet nurses to help diagnose the problem without paying an out-of-hours fee. The app gives the most accurate advice when you’re with your pet, so you can show the vet your pet’s visible symptoms and condition with your smartphone. For more information see:

www.animalfriends.co.uk/joii

Remember, the cost of using the internet can be much higher when you’re abroad. We won’t cover the cost of any roaming or call charges you might need to pay for using Joii abroad.

We’ll only cover a total of 90 days of holiday per policy year.

We’ll pay your claim based on the currency exchange rate at the time.

We’re only able to cover you if you’re travelling to countries in the EU and you have an Animal Health Certificate (AHC) or an Export Health Certificate (EHC). For more information on the rules around taking pets to EU countries, go to www.gov.uk and search for ‘taking your pet abroad’. You must follow all of these rules. Make sure to check if the country you’re travelling to has any other specific requirements before you travel.

What’s not covered?

We won’t cover anything not covered in Section A.

We won’t be able to cover extra costs that result from you not following the rules on the www.gov.uk website at the time of your trip. This includes any that may replace them in the future. We also won’t cover costs that could have been avoided by checking the rules more carefully.

You won’t be covered if you made the trip specifically to get treatment for your pet.

We won’t cover the cost of taking your pet’s body home if they die on holiday.

We won’t cover costs if your pet is confiscated or detained by customs or any other authorities.

Section G: If you need to cancel or cut short a holiday because your pet needs urgent medical care

What's covered

We’ll cover costs up to the amount in your schedule if you have to cancel or cut short a holiday because your pet needs emergency treatment in the UK.

We’ll only pay claims if your holiday was booked more than 28 days before you were due to leave and if you aren’t able to get a refund. If you need to cancel your holiday, you’re covered, as long as you don’t cancel more than 14 days before you were due to leave.

Remember to keep the receipts for your holiday safe, as we’ll need them to handle your claim. They must include the travel dates and how much it cost you to cancel or cut short your holiday.

You must tell any travel and transport companies you booked your trip through that you need to cancel or cut short your holiday. We won’t cover extra costs that could have been avoided if you’d told them of your change of plans straight away or if you’re able to get a refund.

What’s not covered?

This policy is for you and your pet, so we won’t cover costs for anyone else that might be on holiday with you.

We won’t cover the cost of your journey home if your pet dies before you arrange travel.

What this policy doesn’t cover

There are some things we won’t cover under any part of this policy. We’ve listed these below.

Claims at the beginning of your policy

We don’t cover any accident or injury that happens within the first 2 days of your policy start date, or any illness within the first 14 days. We also don’t cover any claims involving cruciate ligaments for the first 14 days. We also won’t cover claims that result from your pet going missing in the first 14 days of your policy.

If you’ve switched from a full, annual pet policy with another insurer, cover for illnesses starts straight away and cover for accidents starts after 2 days. You must be covered up to the start date of your new Animal Friends policy – there can be no gaps in cover or payment. The policy you switch from can’t be a free short-term or trial pet insurance policy. Remember, we won’t cover your pet for any pre-existing conditions, even if you’ve switched from another annual policy.

Pre-existing conditions

We don’t cover pre-existing conditions. We consider a condition to be pre-existing if your pet showed any signs or symptoms of it before your cover start date, whether they needed treatment previously or not. For more information about pre-existing conditions, see the ‘Pre-existing conditions’ part of the 'How this policy works' section.

Pandemics

We won’t cover any claims that result from any pandemic. We also won’t cover things that happen as a result of the threat or fear of a pandemic. This includes anything that’s done to control it. For example, if the authorities order everyone to quarantine their dogs.

We also won’t cover claims resulting from any disease passed from animals to humans.

Pets that aren’t covered

We don’t cover puppies or kittens younger than approximately three weeks old.

We don’t cover any pets used as or trained to be anything other than a domestic or household pet. This includes using them for breeding, hunting or shooting of any kind.

We don’t cover any dog breeds or types – including dogs crossed or mixed with these – that have been banned by the government. These currently are:

  • Pit Bull Terrier
  • Japanese Tosa / Tosa Inus
  • Dogo Argentino (also referred to as Argentine Dogo and Argentinian Mastiff)
  • Fila Brasileiro

There are also some other breeds, including pets crossed or mixed with those breeds, that we don’t cover. You can see the full list, or give us a call:

0344 557 0300

We won’t pay claims if we find evidence your pet has been crossed or mixed with any of these breeds, even if you didn’t know. We may also need to cancel the policy.

Crime

We won’t cover claims that result from you breaking the law. This covers laws and regulation from both central and local government, and both present and future. Likewise, we won’t cover claims that are fraudulent. It’s important you always tell us the truth.

We also won’t pay for claims for any fines or penalties that you’re responsible for.

Wars, riots and terrorism

We won’t pay claims for anything caused by acts of terrorism. We also won’t cover claims relating to war, riots or revolution.

Other things we don’t cover

We won’t cover incidents of your pet straying, escaping, or attacking people if they’ve been involved in a similar incident in the past.

We won’t cover any claims caused by any aircraft, such as planes, helicopters, hot air balloons or drones.

We won’t cover claims caused by radiation or contamination from any nuclear explosions or fallout.

We don’t cover anything that’s insured under other insurance policies. This could include travel insurance, or insurance that covers licensed pet minders or professional dog walkers.

We don’t cover any fees or interest you might be charged by credit cards, loans or other finance plans.

Making changes to this policy

It’s important you tell Animal Friends if your circumstances change, as this might affect your cover.

If any of the following things change, let us know straight away by calling 0344 557 0300.

  • You or your pet move to a new home.
  • The pet’s owner changes.
  • Your pet develops any behaviour problems or their temperament changes. For example, if they are being aggressive or attack, bite or injure a person or another animal.
  • You’ve been told by the authorities – or advised by a vet, behaviourist or trainer – that your dog needs to wear a muzzle.
  • You plan to use your pet for breeding, working, farm work or hunting.
  • Anyone makes a complaint about your pet.
  • An incident happens involving your pet which could lead to a legal claim against you. If you don’t tell us, and this affects our ability to handle the case, we won’t be able to help.

It may make this insurance policy invalid if you don’t let Animal Friends know about of any of these changes. If any of your circumstances change, we may need to change the terms or price of your policy.

If we need to make changes to this policy

We might sometimes need to make changes to your policy by adding or removing cover. If we make any changes to your policy, we’ll always give you at least 14 days’ notice.

Cancelling your policy

You can cancel your policy at any time by calling or writing to us.

If you pay monthly and cancel your policy, we won’t take any more Direct Debits. If you pay annually, we’ll refund the cost of the remaining full months’ premiums.

You can contact us in the following ways:

By phone

0344 557 0300

By email

info@animalfriends.co.uk

By post

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

Cancelling within 14 days

We’ll give a full refund if you cancel this policy within 14 days of the start date. We won’t be able to do this if we paid a claim in this period.

Cancelling after 14 days

If you cancel after this 14-day period – and you pay for your policy annually – we’ll refund you for any time remaining. We won’t be able to do this if we’ve already paid a claim in the current policy year. We may charge a small admin fee to cover our costs.

When we might cancel your policy

We can cancel your policy at any time if you don’t follow the terms and conditions in this booklet. If we do, we’ll refund you for any time left on your policy, as long as you’re due more than £5. We won’t give back any money if we’ve paid a claim in that policy year.

We may cancel your policy if you don’t keep up with your payments, but we’ll always write to you first. If we don’t hear from you, we’ll cancel the policy one month from the date we last received a payment. We may be able to reinstate the policy if you pay within 28 days.

We’ll also cancel your policy if we pay a claim under Section B or C. This doesn’t include claims for advertising and reward where your pet is found within 45 days.

How to make a complaint

We hope you’re happy with your cover and our service, but if you’re unhappy about something we’d like to try to put things right.

If you want to make a complaint you can contact Animal Friends in the following ways:

By phone

0344 557 0300

By email

complaints@animalfriends.co.uk

By post

Complaints Department
Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

If you’re not happy with our response

If you’re not happy with how we handled your complaint after receiving our ‘Final Response Letter’, you can contact the Financial Ombudsman Service (FOS).

The FOS is an independent complaints service that’s free to use. You can find out more about them and how to complain at:

www.financial-ombudsman.org.uk

You can also contact them in the following ways:

By phone

0800 023 4567

By email

By post

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

You can also choose to take your claim to court. This policy is governed by English law. All communication will be made in English.

The Financial Services Compensation Scheme (FSCS)

We’re covered by the Financial Services Compensation Scheme (FSCS). This means that in the unlikely event we go out of business, the FSCS may be able to pay your claim.

You can find out more about the FSCS at www.fscs.org.uk, or by calling 0800 678 1100.

How we use your personal information

When you apply for one of our policies, Animal Friends and Red Sands collect and store the information you give them. This includes your name, address and contact details. It may also include sensitive data such as information about your health – for example, if you’re claiming under Section D of this booklet. We’ll always do this securely and safely and follow all relevant laws.

We might share your details with other organisations if we need to. For example, if we’re handling a complaint or legal liability claim.

You can see the full Animal Friends privacy policy at:

www.animalfriends.co.uk/privacy-policy

You can see the Red Sands privacy policy at:

www.redsands.gi/privacy-policy

If you want to receive more information from us

If you’d like information about looking after your pet, charity updates or information about new products and services, you can tell us by logging into your account. You can also email Animal Friends at:

Any questions? Get in touch