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Now you’ve got ASDA Pet Insurance

we’ll take care of you and your pet

Thank you for choosing Asda Pet Insurance. You can be sure of great protection and great service.

How to use this booklet

This booklet contains all the information you need to help you make a claim.

You’ll find all aspects of your policy explained here, the things you can claim for, what’s not covered and

how to get help and advice if you need it.

0800 012 1041

0333 234 0623

0333 999 0933

V2.1 March 2022 3

Contents

Policy summary

Table of benefits

Introduction

Definitions

General conditions applicable to the whole policy

Claims conditions

General exclusions applicable to all sections of the policy

Veterinary fees

Third party liability (dogs only)

Death caused by accident

Death caused by illness

Advertising and reward

Theft and straying

Boarding fees

Holiday cancellation

Quarantine costs and loss of Animal Health Certificate 35

Emergency expenses overseas 36

Helplines 38

Complaints procedure

Useful numbers

V2.1 March 2022 4

This Summary does not contain full details and conditions of your insurance, these are

located in your policy wording.

This insurance is underwritten by West Bay Insurance PLC, registered in Gibraltar No 84085.

Registered Office: 846-848, Europort, Gibraltar. Regulated by the Gibraltar Financial Services

Commission and subject to limited regulation by the Financial Conduct Authority and the Prudential

Regulation Authority in respect of underwriting Insurance business in the UK (Financial Services

Type of insurance cover

This pet insurance policy provides cover for cats

and dogs.

Conditions

Your pet must have received the required

vaccinations listed on page 13 and receive an annual

dental check up with a vet, failure to comply may

jeopardise your claim or cover. Please refer to the

general terms applicable to the whole policy in the

policy wording for full details. Special terms apply to

each section of your policy. Please refer to the policy

wording for full details.

Throughout any period of insurance you must look

after and maintain your pet’s health to avoid any

condition, death, loss, theft, straying, damage or

destruction to third party property. In addition you

must also arrange for any treatment recommended

by your vet to be completed immediately to prevent

or reduce the risk of injury or illness.

You must be a resident of the United Kingdom, the

owner of the pet and the pet must be kept in the

United Kingdom at the address you have provided.

Please refer to the general

conditions applicable to the whole

policy in the Policy Wording for full

details.

Significant features and

benefits

The following tables show the maximum

benefits you can claim for.

Where a fixed excess amount applies to a

specific section, we will not pay the amount of

the excess under that section. Please refer to

your schedule of insurance for full details of

which sections have an excess and how these

apply.

After the deduction of the fixed excess

depending on the age of your pet there is also a

variable excess for vet fee claims.

All excesses are paid on a per year per condition

basis.

V2.1 March 2022 5

Explanation of cover types

12 Month Policy Explanation (Value and Standard cover levels)

Our annual cover level is a “time-limited” policy which enables you to claim up to the specified limit of £1,500

(Value) or £3,500 (Standard) for vet fees for treatments arising from the same incident (whether that is illness

or accident, or death by either) for up to 12 months after it initially occurs. The cover levels decrease with

each claim you make. When you renew your policy the cover levels will be set at the sum available as at the

last day of cover prior to the renewal date and for only the balance of any twelve month period left since the

date that the condition was first noted, the 12 month period of cover for the condition does not reset when

you renew the policy. For example, if your pet suffers an illness or accident, you can claim for several

treatments related to that incident for up to 12 months from when it originally occurred – but to a maximum

of £1,500 (Value cover) or £3,500 (Standard cover). After 12 months from the initial illness/accident OR when

the specified £1,500 (Value cover) or £3,500 (Standard cover) limit is reached (whichever is sooner) you will

no longer be able to claim for treatment arising from that particular illness/accident, but you could claim for

further separate incidents – again, the specified limits of £1,500 (Value cover) £3,500 (Standard cover) and

12 months would apply.

Maximum Benefit (Accident Only cover)

These are the maximum cover levels that we will pay under each cover type for the whole of your pets life

and whilst your pet is insured with us. The cover levels decrease with each claim you make. When you renew

your policy each year the cover levels will be set at the sum available as at the last day of cover prior to the

renewal date. The cover level does not reset to the maximum benefit level when you renew the policy.

Example

Vet bill - Example

Maximum cover £2,500

Claim cost £250

Renewal cover level - £2,250

Lifetime Policy Explanation (Vital, Classic and Superior Cover levels)

Vital Life, Classic Life and Premier Life are all lifetime contracts, which provide a fixed amount of money each

year to cover all veterinary treatment, “Lifetime” refers to the ability to renew the contract each year and

the level of cover resets when you renew the policy each year.

Should your pet’s total veterinary treatment in the policy year exceed the limit applicable for your chosen

level of cover, there will be no further cover until the renewal of the policy when the cover resets at renewal.

This means that as long as you keep your policy renewed, the premiums paid up to date and the insurer

invites renewal there is no limit on how long you can claim for each illness or injury.

Cover Levels

Accident

Only

Up to:

Value

Up to:

Vital

Lifetime

Up to:

Standard

Up to:

Classic

Lifetime

Up to:

Superior

Up to:

Excess

Value

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Vet Fees Limited to

these amounts in

the following

circumstances

£2,500 £1,500 £2,000 £3,500 £4,000 £7,500

Please refer

to your policy

schedule

Diet food to dissolve

urine crystals

Nil £50 £100 £100 £100 £250

Euthanasia £100 £100 £100 £100 £100 £100

Fixed & Variable

excess

Please refer

to your policy

schedule

Please refer to

your policy

schedule

Please refer to

your policy

schedule

Please refer to

your policy

schedule

Please refer to

your policy

schedule

Please refer to

your policy

schedule

Please refer

to your policy

schedule

Treatment period No Limit 12 months Lifetime** 12 months Lifetime** Lifetime** -

Death from Illness Nil £450 £600 £750 £1,250 £1,500 -

Death from accident £200 £450 £600 £750 £1,250 £1,500 -

party liability

(dogs only)

£1M £1M £1M £1M £1M £1M

£100 or

£250*

Advertising and

reward

Nil £1,000 £1,000 £1,250 £1,250 £1,500 -

Theft or Straying Nil £450 £600 £750 £1,250 £1,500 -

Boarding fees £200 £1,000 £1,000 £1,250 £1,250 £2,000 -

Holiday cancellation £200 £1,000 £1,000 £2,000 £2,500 £3,000 -

Overseas travel Nil 1 month 1 month 1 month 1month 12 months -

Quarantine costs Nil £150 £150 £500 £750 £1,000 -

Emergency expenses

abroad

Nil £150 £150 £250 £500 £1,000 -

Loss of Animal

Health Certificate

Nil £250 £250 £250 £250 £250 -

Bereavement Yes Yes Yes Yes Yes Yes -

Pet legal Yes Yes Yes Yes Yes Yes -

Pet minders Yes Yes Yes Yes Yes Yes -

Veterinary help Yes Yes Yes Yes Yes Yes -

Vet paid direct Yes Yes Yes Yes Yes Yes -

*£100 Fixed excess applies to Incidents that occur within the UK. £250 Fixed excess applies to Incidents that occur outside the UK but

within the EU.

**Your pet will be covered up to the policy limit for each year they need treatment so long as you keep your policy renewed, premiums

paid up to date and the insurer invites renewal, there is no limit on how long you can claim for each illness or injury.

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Significant or unusual

exclusions or limitations

• Please refer to the ‘What is not covered’

part of each section for full details.

• Both the fixed excess and variable excess

shown within your policy schedule.

An Example of how to calculate the amount

you will have to pay in the event of a claim.

A valid claim arises for Veterinary fees totaling

£400.

Amount Claimed

£400

Less Fixed Excess

£85

£315

Less Variable Excess

10%

=£31.50

£283.50

Total Excess paid by

you

£116.50

Total paid by us

£283.50

General exclusions applicable to all

sections of the policy

• Any pet less than 8 weeks of age.

• Your Dog being an American Pit Bull Terrier,

Pit Bull Terrier, Irish Staffordshire Bull

Terrier, Pit Bull, Dogo Argentino, Fila

Braziliero, Japanese Tosa, Czechoslovakian

Wolf Dog, Sarlooswolfhound, Wolf or Wolf

hybrid, or a dog crossed with these, or any

animal registered under the Dangerous

Dogs Act 1991 and the Dangerous Dogs

(Northern Ireland) Order 1991 or

Dangerous Dogs (amendment) Act 1997.

• Any notifiable diseases as named in the

Animal Health Act 1981 or an order made

under that Act, such as Rabies.

• Your pet being used for commercial

breeding purposes, guarding, track racing,

coursing or used in connection with any

business, trade, profession or occupation.

• Any pet which has aggressive tendencies or

has been trained to attack.

• Any claim within the first 14 days of your

policy starting for illness or 48 hours for

accident.

• Repatriation of your pet following its death.

• War risks, terrorism, civil commotion and

radioactive contamination.

Veterinary fees illness (not for

Accident Only)

• Costs resulting from an injury or illness

which shows clinical signs or became

otherwise known to you before your pet’s

cover started or within the first 14 days of

the start of cover.

• Any costs resulting from preventative or

elective treatments including, but not

limited to, vaccinations, spaying, castration,

pregnancy or giving birth.

Third party liability (Dogs Only)

Indemnity is subject to the payment of your

policy excess in advance of settling any third

party claim. Failure to pay the excess in

advance will be in breach of policy conditions

and may result in indemnity refusal, or legal

action directly against you by a third party.

• Compensation or legal costs arising directly

or indirectly from liability which has been

assumed by you under agreement (such as

a hire agreement) unless the liability would

have existed without the agreement.

• Liability insured by any other insurance

policy.

• Liability in respect of a cat.

Theft or Straying (not Accident Only)

• Any claim if your pet is recovered within 90

days of the theft or straying.

• Any claim made more than 6 months after

the date on which your pet is stolen or goes

missing

Death from accident

• Death caused by an illness.

• Any claim if the death results from an injury

first occurring or showing clinical signs

before cover starts or occurring within the

first 48 hours of the start of cover.

• There is no benefit available to reimburse

cremation or burial fees.

Death from illness (not Accident Only)

• Death caused by an injury.

• Any claim if the death results from illness

first occurring or showing clinical signs

before cover starts or occurring within the

first 14 days of the start of cover.

• Any claim if at the time of death your dog is

aged 9 years or over or your cat is aged 11

years or over.

• There is no benefit available to reimburse

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cremation or burial fees.

Boarding fees (all cover levels)

• Any hospitalisation that is either known or

foreseeable before cover for your pet

starts.

Advertising and reward (not Accident

Only)

• Any reward to a person living with you.

• Any reward to an immediate family

member.

Holiday Cancellation (all cover levels)

• Any costs that in your vet’s opinion does not

relate to immediate lifesaving surgery.

• Any costs arising from a condition that you

were aware of prior to travelling.

Loss of Animal Health Certificate

(not Accident Only)

• Any loss, theft or destruction of the health

certificate that occurs prior to the start of

your trip.

Quarantine costs (not accident only)

• Any cost if the microchip was checked and

found not to be functioning properly within

the 14 days prior to your departure on a

trip.

Duration of the policy

This is an annually renewable policy.

Cancellation period

You may cancel this policy at any time. If you

wish to cancel within 14 days of receipt of the

policy documents, you may do so in writing to

ASDA Pet Insurance for a full refund providing

no claim has been made or is intended to be

made and no incident likely to give rise to a

claim has occurred.

If you cancel after the first 14 days of receipt of

the documents and have not incurred eligible

claims during the period you have been on

cover we will keep an amount of premium in

proportion to the time you have been on

cover, any balance left over will be refunded to

you.

If you incur eligible claims there will be no

refund of premium. If you pay by installments

you will either have to continue with the

installment payments until the policy renewal

date or we may, at our discretion, deduct the

outstanding installments due from any claim

payment made.

See General Conditions applicable to the whole

policy in the Policy Wording.

Claim notification

To make a claim contact ASDA Pet Insurance on

0333 999 0933

Complaints procedure

Any complaint you have should in the first

instance be discussed with the Customer

Services Department on 0333 234 0623 or you

can write to the Complaints Manager at:

ASDA Pet Insurance

The Connect Centre

Kingston Crescent

Portsmouth

PO2 8QL

Tel: 0333 234 0623

We hope that we will be able to resolve any

complaint that you may have. However, if the

complaint is still not resolved, you can

approach the Financial Ombudsman Service.

Referral to the Financial Ombudsman Service

will not affect your right to take legal action.

Full details of addresses and contact numbers

can be found on pages 38 and 39 of the Policy

Wording.

Financial Services Compensation

Scheme (FSCS)

If we were unable to meet our obligations you

might be entitled to compensation under the

Financial Services Compensation Scheme

(FSCS). Further information about the Scheme

is available from the FSCS website at

www.fscs.org.uk or by calling us.

Full details are available at www.fscs.org.uk

V2.1 March 2022 9

Policy Document

Introduction

This is your pet insurance policy. It contains details of cover, conditions and exclusions relating to your

pet and is the basis on which all claims will be settled. It is validated by the issue of the policy schedule

which should be read alongside the policy.

We will in the event of injury, illness, bodily injury, death, loss, theft, straying, damage or other

specified events happening within the period of insurance provide insurance as described in the

following pages and referred to in your policy schedule.

The policy schedule and any endorsements are all part of the policy. Your policy is evidence of the

contract of insurance.

The Law applicable to this policy

Under European Law, the parties to a contract are free to choose the law applicable to the Insurance

contract. Unless specifically agreed to the contrary prior to acceptance of the application, this

insurance is subject to English Law under the jurisdiction of the courts of England and Wales.

Age eligibility of your pet

This policy is not available for any pet under 8 weeks of age at the start of the policy.

Fixed policy excess

Under certain sections of the policy, claims will be subject to a fixed excess. This means that you will

be responsible for paying part of each claim under that section. Your policy excesses are shown on

your policy schedule.

Variable excess

A variable excess will be deducted from the settlement amount of each veterinary claim after the

fixed excess has been deducted. Your variable excess amount is shown on your policy schedule.

Policy information

If you would like more information or if you feel the insurance may not meet your needs, please

telephone our Customer Service team on 0333 234 0623.

How to contact us

• Customer Service: 0333 234 0623

• Claims: 0333 999 0933

• Find a vet helpline: 0333 234 0623

• Find a pet minder helpline: 0333 999 0933

• Pet legal helpline: 01775 764191

• Bereavement counselling helpline: 0161 836 9498

• 24 Hour Veterinary Helpline 0800 0121041

V2.1 March 2022 10

Definitions

These definitions apply throughout your policy, where we explain what a word means that word will

appear highlighted in bold print and have the same meaning wherever it is used in the policy.

We have listed the definitions alphabetically.

Accident

One sudden and unexpected external event

which happens during the period of insurance

which results in physical bodily injury or death

to your pet.

Alternative medicine

Means herbal or homeopathic medicine.#

Animal Health certificate

The official health certificate issued by a vet

authorised by the United Kingdom

government to do so.

Bodily injury

An identifiable physical injury caused by

sudden, unexpected and visible means

including injury as a result of unavoidable

exposure to the elements.

Clinical sign/signs

Changes in your pet’s normal healthy state, or

its bodily functions.

Commercial breeding

Any pet that has had more than 2 litters in its

lifetime will be considered commercially

breeding and as such we will not insure the

pet. In the event that a third or more litter

occurs during a period of insurance we will

not invite renewal of cover, but will continue

to maintain cover previously agreed until the

end of that period of insurance.

Complementary therapist

A member of one of the following

organisations:

• Association of Chartered Physiotherapists

in Animal Therapy.

• McTimoney Chiropractic Association.

• National Association of Veterinary

Physiotherapists incorporating the

National Association of Animal Therapists

(NAAT).

• The International Association of Animal.

• Therapists (UK).

• Canine Hydrotherapy Association.

• National Association of Registered Canine

Hydro-therapists (NARCH).

Complementary treatment

Any of the following:

• Acupuncture, homeopathy and herbal

medicine treatment recommended by

your vet and prescribed by a suitably

qualified vet.

• Chiropractic manipulation carried out by a

veterinary practice or a member of the

McTimoney Chiropractic Association or the

International Association of Animal

Therapists (UK), providing the member is a

qualified animal chiropractor.

• Osteopathy carried out by a veterinary

practice or a member of the International

Association of Animal Therapists (UK)

providing the member is a qualified animal

osteopath.

• Hydrotherapy carried out by a veterinary

practice or a member of the relevant listed

Hydrotherapy Association.

• Physiotherapy carried out by a veterinary

practice or a member of the Association of

Chartered Physiotherapists in Animal

Therapy, the International Association of

Animal Therapists (UK) or the National

Association of Veterinary Physiotherapists

incorporating the National Association of

Animal Therapists (NAAT) providing the

member is a qualified animal

physiotherapist.

Condition

Any clinical sign of injury or illness in your pet.

Dental

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Any treatment of the teeth gums or mouth.

Family

Your husband, wife, civil partner, life partner,

parents, grandparents, son, daughter,

grandson, granddaughter, brother or sister.

Fixed excess

The amount you are required to pay as part of

certain claims made under the policy as

shown in your policy schedule.

Guarding

This policy excludes all pets used for

commercial security work or those which have

been trained to attack. All cover is excluded if

you hold a Security Industry Authority (SIA)

license of any description whilst undertaking

the designated activity that the SIA license

allows.

Illness

Changes in your pet’s state of health that are

not caused by an accident, or any which may

be resulting from gradual or biological cause.

Injury/Injuries

Clinical signs or symptoms of changes in

normal healthy state resulting from one

individual accident, including directly or

indirectly related problems, no matter where

these are noticed or occur in or on your pet.

Notifiable disease

A notifiable disease is any disease that is

required by law to be reported to government

authorities.

Recurring Illness / Recurring Illnesses

Recurring illnesses shall be considered as one

loss. Such illnesses being defined as:

• Clinical manifestations resulting in the

same diagnosis (regardless of the number

of incidents or areas of the body affected)

to which your pet has an on-going

predisposition or susceptibility related in

any way to the original claim; or

• Illnesses, which are incurable and likely to

continue for the remainder of your pet’s

life.

Recurring Injury / Recurring Injuries

Recurring injuries shall be considered as one

loss. Such injuries being defined as:

• Clinical manifestations resulting in the

same diagnosis (regardless of the number

of injuries or areas of the body affected) to

which your pet has an on-going

predisposition or susceptibility related in

any way to the original claim, or:

• Injuries which are incurable and likely to

continue for the remainder of your pet's

life, or:

• Multiple injuries being caused by or

resulting from one accident will be treated

as one loss.

Period of insurance

The time for which we provide cover as set

out in the policy schedule and for which we

have accepted your premium.

Pet/Pet’s

The Cat or Dog owned by you which is named

in your policy schedule.

Policy schedule

The schedule contains details about you, your

pet, policy limits and excesses that apply to

the specific cover that you have purchased.

Pre-existing condition/Pre-existing

conditions

Any illness or injury or complication directly

resulting from another injury or illness,

whether diagnosed or undiagnosed or that

has been identified or investigated by a vet

or is otherwise known to you prior to the

start of the insurance.

Terrorism

An act, including but not limited to the use of

force or violence and/or the threat thereof, of

any person or group(s) of persons, whether

acting alone or on behalf of or in connection

with any organisation(s) or governments,

committed for political, religious, ideological

or similar purposes including the intention to

influence any government and/or to put the

public, or any section of the public, in fear.

Treatment/treatments

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Any examination, consultation, advice, tests,

x-rays, medication, surgery, nursing and care

provided by a veterinary practice or a

member of a professional organisation acting

under their direction.

Trip/Trips

A holiday or pleasure trip or journey made by

you outside the United Kingdom, which starts

and ends in the United Kingdom during any

period of insurance. Please visit the gov.uk

website to follow the latest guidance on travel

within the EU post-Brexit.

Unattended

Means any occasion when your pet is left

alone or where you are not in a position to

control its behaviour.

United Kingdom

England, Scotland, Wales, Northern Ireland,

the Isle of Man and the Channel Islands.

Variable excess

The percentage amount you are required to

pay, as shown in your policy schedule,

towards the costs of the veterinary fees in

addition to the fixed excess. This amount will

be deducted from the claims settlement.

Veterinary/Vet

For treatment received in the United Kingdom

a fully qualified veterinary practitioner holding

a current registration with the Royal College of

Veterinary Surgeons and who works in general

veterinary practice.

For treatment received outside the United

Kingdom this must be a fully qualified

veterinary practitioner registered in the

country that the treatment was received in.

We/Us/Our/Insurers

Insurance Factory Limited and West Bay

Insurance Plc, registered in Gibraltar No.

84085. Registered Office: 846-848, Europort,

Gibraltar is authorised by the Gibraltar

Financial Services Commission and subject to

limited regulation by the Financial Conduct

Authority and the Prudential Regulation

Authority in respect of underwriting

insurance business in the UK (Financial

Services Register Number 211787). You can

check this by visiting the Financial Services

the Financial Conduct Authority on 0800 111

6768 or the Prudential Regulation Authority

on 020 7601 4444.

You/your

The person named as the policyholder in the

policy schedule.

Worrying livestock

To chase or attack livestock (cattle, sheep,

goats, pigs, horses or poultry) on agricultural

land in contravention of the Dogs (Protection

of Livestock) Act 1953.

V2.1 March 2022 13

General conditions applicable to the whole policy

You must comply with the following conditions to have the full protection of your policy.

If you do not comply we may at our option cancel the policy or refuse to deal with your claim or

reduce the amount of any claim payment.

Precautions

Throughout any period of insurance you must

look after your pet‘s health and maintain your

pet’s health to avoid injury, illness, death, loss,

theft, straying, damage or destruction to third

parties or their property. In addition you must

arrange and pay for your pet to have a yearly

health check which will include dental

examination and arrange for any treatment

normally recommended by a vet to prevent or

reduce the risk of injury or illness.

Under the control of Dogs Order 1992, any dog

in a public place must wear a collar with the

name and address of the owner engraved on it,

or engraved on a tag. Your telephone number

is also advisable.

Consumer Insurance (Disclosure and

Representations) Act 2012

In entering into this contract you are under a

duty to take all care in answering all questions

in relation to this insurance honestly and to the

best of your knowledge.

This includes anything that appears within

your policy schedule as well as any

information relating to your pet’s medical

history. Your failure to take reasonable care to

avoid misrepresentation in relation to the

information provided could result in your

policy being cancelled or your claim being

rejected or not fully paid.

If you are in any doubt about your duty to take

reasonable care not to make a

misrepresentation please contact our

Customer Services Department on 0333 234

0623.

Vaccinations

You must ensure that your pet is vaccinated in

accordance with the recommendation of your

vet against Canine Distemper, Hepatitis,

Leptospirosis and Parvovirus for dogs or Feline

Infectious Enteritis, Feline Leukemia and Feline

Influenza for cats.

Any conditions arising from or exacerbated as

a result of not vaccinating your pet will be

excluded.

Pre-existing conditions

You are aware upon purchase of this policy

that pre-existing conditions are not covered

under the policy.

Yearly dental examination

You must arrange and pay for your pet to have

a yearly dental examination. You must also

arrange for any treatment recommended by

your vet to be completed to prevent or reduce

the risk of injury or illness.

Ownership

You must be the owner of the pet. Your cover

will cease immediately if your pet is sold.

Treatment details

You agree that any vet that has treated your

pet has your permission to release any

information that we might request concerning

your insurance. Any charge for the release of

this information will be your responsibility.

Residency

You must be a resident of the United Kingdom,

the owner and keeper of the pet and the pet

must be kept at the address you have

provided.

Premiums

You must pay any premium when it becomes

due.

Renewal terms

When we need to offer further periods of

insurance, we may change the premium, fixed

excess, variable excess and the policy terms

and conditions as your pet gets older and to

allow for future increases in treatment costs.

Mid Term policy changes

V2.1 March 2022 14

You must contact us as soon as you are aware

of any changes that need to be made to the

policy, such as your postal address, phone

number or email address. In the event of a

change in your pet details or your details we

will amend the premium for the rest of the

period of insurance.

Data protection

We believe in keeping your information safe

and secure. Full details of what data we collect

and how we use it can be found in our Privacy

Policy which you can access via

https://asda.quote-my-pet.co.uk/

or by

requesting a copy from our Data Protection

Officer (contact details below). This section

provides you with some basic information and

briefly explains what we do with your

information.

We are governed by the Data Protection

legislation applicable in both the United

Kingdom and Gibraltar.

We collect details in order to consider your

application for insurance and to administer

insurance services to you, including claims

investigation and management.

We may use your information for a number of

purposes. These include: providing you with

our services; dealing with your claim; carrying

out checks such as fraud checks and credit

checks; and where agreed, providing you with

information about our products and services.

In order to provide our services to you, we may

share your information with other insurance

companies, solicitors, regulators, business

partners and third party suppliers. We may

also have a legal obligation to provide your

information, in certain circumstances, with

regulators, police and other public bodies.

Information you supply may be used for the

purposes of insurance administration by us

and third parties. These third parties may share

your information with their own agents.

Providing you with details on our products

and services

Where you have given us your consent to do

so, we will send you information about

products and services of ours or other third

parties which may be of interest to you via

telephone, letter or email (as you have

indicated). You have a right at any time to stop

us from contacting you for marketing purposes

or giving your information to other third

parties.

If you no longer wish to be contacted for

marketing purposes, then please contact us by

e-mailing

[email protected]

Your rights as a Data Subject

Under Data Protection laws you have certain

rights; these include for example, a right to

understand what data we hold on you and a

right to ask us to amend that data if it is

incorrect. If you would like to exercise any of

your rights please contact our Data Protection

Officer (contact details below).

Data Protection Officer

If you have any questions about how we use

your data, or to exercise any of your data rights

please contact our Data Protection Officer at:

Data Protection Officer

Insurance Factory Limited

45 Westerham Road

Bessels Green

Sevenoaks

Kent

TN13 2QB

Please make sure you provide your name,

address, policy number and other relevant

information to allow us to respond to your

query.

You understand that all personal data you

supply must be accurate.

If you would like any other person to discuss

your policy or make amendments then we

must have your permission.

Claims Processing

As part of your policy, you agree to and

accept the following conditions in order for

V2.1 March 2022 15

the policy administrator (Insurance Factory

Limited) to process any claims you submit:

1. Insurance Factory Limited will request

relevant information or records from your

current or previous veterinary practice,

specialist, breeder or rescue centre at any

time in order for Insurance Factory

limited to be able to fully assess your

claim.

2. Your veterinary practice, or any

veterinary practice treating your pet, can

openly discuss and receive

information about your claims with your

policy administrator (Insurance Factory

Limited) where appropriate. This also

includes the transfer of your claim via an

electronic service using third party

application.

3. Insurance Factory Limited will only ever

ask for information which is relevant

to the details and circumstances of the

claim and previous medical history,

which is necessary for claims processing

purposes.

Updating your records

If you think our records are wrong or out of

date, particularly your contact details, you

must contact us immediately to correct them.

You can do this by calling 0333 234 0623 or by

emailing

customerqueries@insurancefactory.co.uk

Cancellation

Statutory cancellation rights

You may cancel this policy within 14 days of

receipt of the policy documents (new business)

or the renewal by writing to ASDA Pet

Insurance at the address given below during

the statutory cancellation period. Any

premium already paid will be refunded to you

providing no claim has been made or is

intended to be made and no incident likely to

give rise to a claim has occurred.

There is no refund of premium in the event of

a claim unless it is a claim for death.

ASDA Pet Insurance

The Connect Centre

Kingston Crescent

Portsmouth

PO2 8QL

Tel: 0333 234 0623

If you incur eligible claims there will be no

refund of premium, unless it is a claim for

death. If you pay by instalments you will either

have to continue with the instalment

payments until the policy renewal date or we

may, at our discretion, deduct the outstanding

instalments from any claim payment made.

Cancellation outside the statutory period

You may cancel this policy at any time by

providing prior written notice to ASDA Pet

Insurance at the address found above.

Providing you have not incurred eligible claims

during the period you have been on cover we

will retain an amount of premium in

proportion to the time you have been on

cover, any balance left over will be refunded to

you. If you are paying by instalments your

instalment payments will cease.

If you incur eligible claims there will be no

refund of premium. If you pay by instalments

you will either have to continue with the

instalment payments until the policy renewal

date or we may, at our discretion, deduct the

outstanding instalments from any claim

payment made. If your pet dies or is reported

as lost or stolen and you need to make a claim,

the remaining premiums for the full policy year

will not be charged.

Cancellation by us

We can cancel this policy if there are serious

grounds to do so, for example:-

• Non–payment of the premium due; or

• You have deliberately or recklessly

misrepresented the information provided in

connection with this insurance; or

• You have failed to supply requested

documentation (for example veterinary

evidence or certificates).

You advise us of a change in yours or your pet’s

circumstance which means you no longer

meets our risk criteria.

We will notify you by writing to your last

address notified to us. We will do this by giving

V2.1 March 2022 16

you 7 days’ notice in accordance with the

conditions above except in the event of fraud

or any attempted fraud which will mean that

all premiums are retained by us.

Non-payment of premiums

In the event of payment default You have 7

days from the date of default to contact Us to

arrange payment. If payment is not received

Your policy will be cancelled from the default

date. A pro-rata charge for Your period on

cover will be made and as detailed in Our

Terms of Business. Where a claim has been

made, the remaining premium for the policy

year will be charged.

In the event Your Direct Debit is cancelled You

have 7 days from the date the Direct Debit is

cancelled to contact Us to arrange payment

and provide Us with valid bank details. If

payment is not received Your policy will be

cancelled from the date We are notified by

Your bank that the Direct Debit is cancelled. A

pro-rata charge for Your period on cover will

be made and an administration charge will be

made as detailed in Our Terms of Business.

Where a claim has been made, the remaining

premium for the policy year will be charged.

Upgrading and downgrading policies

We do not allow changes in cover level in the

policy year, should you decide to change the

level of cover this can only be done at renewal,

If you transfer your pet to a plan with

additional or higher Benefit Limits, the

additional or higher Benefit Limits will not

apply if the Condition signs or symptoms

started before the transfer date. If you transfer

your pet to a plan with lower Benefit Limits,

the higher Benefit Limit will no longer apply to

any claims you are currently making. In cases

where the cover is increased any illness or

injury in existence prior to the change in cover

level will be covered under the terms

applicable when the condition fist started.

Should you choose to decrease your cover

level all existing conditions will be subject to

the new lower policy terms.

V2.1 March 2022 17

Claims conditions

You must comply with the following conditions to have the full protection of your policy.

If you do not comply we may at our option cancel the policy, refuse to deal with your claim or reduce

the amount of any claim payment.

Claims

You must contact the Claims Line by phone if

you want to make a claim on 0333 999 0933.

Lines are open Monday to Friday between 8am

and 6pm and on Saturday between 9am and

2pm.

Following the occurrence of any injury, illness,

bodily injury, death or disease or the discovery

of any loss, theft, straying, damage or

destruction which may lead to a claim under

this policy the incident must be reported to us

as soon as possible.

A claim notification must also be completed as

soon as you know if your pet is ill or injured.

The claim notification must be made within 60

days or as soon as possible thereafter following

any injury, illness, bodily injury, death, disease

or the discovery of any loss which may lead to

a claim under this policy.

You or your legal representatives must supply

at your own expense all information, evidence,

details of any other insurance policy involved

(such as household insurance) and veterinary

certificates as required by us. You should refer

to the section under which you are claiming for

further details of the evidence that we need to

deal with your claim.

We may request and will pay for a postmortem

examination of your pet.

We may refuse to reimburse you for any

expenses for which you cannot provide

receipts or bills.

You must also tell us if you are aware of any

writ, summons, and letter of claim or other

documents as soon as you receive it. Every

communication relating to a claim must be

sent to us immediately.

You or anyone acting on your behalf must not

negotiate, admit or repudiate (refuse) any

claim without our permission in writing.

Claim form completion

We cannot guarantee payment of a claim over

the telephone. If you want to make a claim you

must complete your sections of the claim form

and for veterinary fees, arrange for your vet to

fill in their part and return to us within 60 days

of the pet receiving the treatment or as soon

as possible thereafter. You will be responsible

for any costs charged for the completion of the

form. If all or part of your claim cannot be paid

we will tell you in writing.

We will also require fully itemised invoices and,

when requested, clinical history for your pet.

All claims documentation must be in English

and any translation costs must be paid by you.

V2.1 March 2022 18

Signs of injury or illness

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 illness. If we

can see evidence in your pet’s clinical history

that there has been any delay in arranging

veterinary treatment we will refer the case to

an independent vet. If it can be established

that the delay in arranging treatment has or is

likely to result in additional costs or expenses

being incurred we reserve the right to either

refuse to admit the claim or make a deduction

from any settlement to reflect these increased

costs or expenses.

Policyholders who are veterinary surgeons or

staff

If you are a veterinary surgeon you may treat

your own pet but another vet must

countersign the claim form confirming the

treatment has gone ahead. The same applies if

you are a vet nurse, you cannot complete your

own claim form.

Subrogation (transferring of rights)

We are entitled to take over any rights in the

defence or settlement of any claim and to take

proceedings in your name for our benefit

against any other party.

Fraud

It is unfortunate that with all types of

insurance, fraud and attempted fraud can

occur. We employ sophisticated fraud

detection and prevention techniques to ensure

we only pay out on genuine claims. By doing

this we are protecting the interest of all

policyholders and are able to offer a

comprehensive policy with competitive

premiums.

You must not act in a fraudulent manner. If you

or anyone acting for you:

a) make a claim under the policy knowing the

claim to be false or fraudulently

exaggerated in any respect; or,

b) make a statement in support of a claim

knowing the statement to be false in any

respect; or,

c) submit a document in support of a claim

knowing the document to be forged or false

in any respect; or,

d) make a claim in respect of any loss or

damage caused by your wilful act or with

your connivance.

Then:

a) we shall not pay the claim

b) we shall not pay any other claim which has

been or will be made under the policy

c) we will immediately cancel this and all

other policies you have with us.

d) we shall be entitled to recover from you the

amount of any claim already paid under the

policy

e) we shall not make any return of premium

f) we may inform the Police and other

organisations of the circumstances.

Preventing fraud

We and/or our agents, along with other

insurers pass information to fraud prevention

and credit reference agencies. We may pass

your details to the Claims and Underwriting

Exchange Register run by the Insurance

Database Services Ltd and Insurance Hunter, a

central insurance anti-fraud system and other

databases, to which other insurers may have

access.

Payments in error

If a claim is paid in error you agree to return

any monies paid to you back to us.

Dual insurance

You must inform us if you have another

insurance policy in force for the same pet

covering the same injury, illness, bodily injury,

death, damage, destruction, expense or

liability. If this is the case, we will not make any

payment for any claim that results from an

incident covered by any other insurance. If

there is any other insurance under which you

are entitled to make a claim you must report

the incident to that insurance company and tell

us their name and address and your policy and

claim number with them.

V2.1 March 2022 19

General exclusions applicable to all sections of the policy

We will not pay for claims arising directly or

indirectly from:

Age of your pet

Your pet being under 8 weeks of age.

Pre-existing conditions (illness)

An illness that first showed clinical signs prior

to or within 14 days of your pet’s cover

starting, or;

• an illness that is the same as, or has the

same diagnosis or clinical signs as an illness

or that first showed clinical signs prior to or

within 14 days of your pet’s cover starting,

or;

• an illness that is caused by, relates to or

results from a clinical sign that was first

noticed, or an illness that first showed

clinical signs prior to or within 14 days of

your pet’s cover starting, no matter where

the illness, injury or clinical signs are

noticed or happen in, or on your pet’s body.

Pre-existing conditions (Injury)

An injury that first showed clinical signs prior

to or within 2 days of your pet’s cover starting,

or;

• an injury that is the same as, or has the

same diagnosis or clinical signs as an injury

that first showed clinical signs prior to or

within 2 days of your pet’s cover starting,

or;

• an injury that is caused by, relates to or

results from a clinical sign that was first

noticed, or an Injury that first showed

clinical signs prior to or within 2 days of

your pet’s cover starting, no matter where

the injury or clinical signs are noticed or

happen in, or on your pet’s body.

War risks and civil commotion

War, invasion, acts of foreign enemies,

hostilities or warlike operations (whether war

is declared or not), civil war, rebellion,

terrorism, riot, revolution, insurrection, civil

commotion assuming the proportions of or

amounting to an uprising, military or usurped

power.

Notifiable diseases

Any notifiable disease as named in the Animal

Health Act 1981 or an Order made under that

Act, such as rabies.

Breeding or other uses

Your pet being used for commercial breeding

purposes, guarding, track racing, coursing or

used in connection with any business, trade,

profession or occupation.

Excluded breeds

Your dog being an American Pit Bull Terrier,

Dogo Argentino, Fila Braziliero, Japanese Tosa,

Pit Bull, Pit bull Terrier, Irish Staffordshire Bull

Terrier, Sarlooswolfhound, Czechoslovakian

Wolf Dog, Wolf or Wolf hybrid, or a dog

Crossed with these, or any animal registered

under the Dangerous Dogs Act 1991, and the

Dangerous Dogs (Northern Ireland) Order 1991

or Dangerous Dogs (amendment) Act 1997.

Health or importation regulations

You breaking the United Kingdom or Republic

of Ireland laws, or regulations, including those

relating to animal health or importation.

Restrictions

The Department for Environment, Food and

Rural Affairs (DEFRA) or the Department of

Agriculture, Food and Rural Development in

the Republic of Ireland putting any restrictions

on your pet.

Illness contracted overseas

Any illness that your pet contracted while

outside the United Kingdom that it would not

normally have contracted in the United

Kingdom.

Legal expenses, fines and penalties

Legal expenses, fines and penalties connected

with or resulting from a Criminal Court Case or

V2.1 March 2022 20

an Act of Parliament made in the United

Kingdom.

Non-payment of premiums

If you do not keep your premiums paid and up

to date, we will not pay any claims and your

policy will be cancelled.

Claims after the expiry or cancellation of the

policy

Any loss or costs relating to your pet after your

pet Insurance has either been cancelled or

expired.

Deliberate acts

Any loss damage or liability resulting from a

deliberate act by you or any person looking

after your pet with your permission or

knowledge.

Travel

Your non-compliance with any part of the

relevant requirements, laws and/or legislation,

whether imposed by the United Kingdom

Government, a carrier or your country of

travel.

Trips

Trips of 30 days or more under Accident only,

Value, Vital Lifetime, Standard cover and

Classic Lifetime and more than 365 days under

Superior cover.

Customs regulations

Any delay, confiscation, detention, requisition,

damage, destruction or any prohibitive

regulations by Customs or any Government

Officials or Authorities of any country unless

specifically covered by this policy.

Pet travel costs

Any costs incurred in order to comply with the

relevant requirements, laws and/or legislation

when travelling with your pet.

Repatriation

Repatriation of your pet following its death

outside the United Kingdom.

Exchange rates

Any loss due to variations in exchange rates of

any and every description.

Health or importation regulations

You breaking the United Kingdom or Republic

of Ireland laws, or regulations, including those

relating to animal health or importation.

Confiscation or destruction

The confiscation or destruction of your pet by

Government or Public Authorities, or under

the Animals Act 1971 United Kingdom and the

Control of Dogs Act 1986 and Control of

Dogs (amendment) Act 1992 Republic of

Ireland because it was worrying livestock.

Claims as a result of worrying livestock

Any loss or costs relating to your pet as a result

of worrying livestock including but not limited

to, Cattle, Sheep, Pigs and Horses.

Claims after the expiry or cancellation of the

Policy

Any loss or costs relating to your pet after your

pet insurance policy has either been cancelled

or expired.

V2.1 March 2022 21

Section 1 Veterinary fees

What is Covered What is not covered

Accident Only cover (Maximum Benefit)

We will pay for all normal charges made for the

treatment your pet receives in the

period of

insurance, for an injury, carried out by a vet.

Cover is provided up to the policy

limit per

condition without time limit subject to the policy

remaining in force, being continuously renewed

at each anniversary and premiums received on

the due date.

This policies provide an amount for each injury

and that is the maximum we

will pay for a

condition. The amount available for each injury is

reduced after each claim and does not revert to

the maximum cover level when you renew each

year.

Value and Standard cover (12 Month)

We will pay for all normal charges made for the

treatment your pet receives in the

period of

insurance, for an injury or Illness, carried out by

a vet.

For Value and Standard policies vet fee cover is

provided up to the policy limit per condition for

up to 12 months from the first clinical signs of an

injury or illness subject to the policy remaining in

force, being continuously renewed at each

anniversary and premiums received on the due

date.

These policies provide an amount for each illness

or injury and that is the maximum we will pay for

a condition for the 12 month period the amount

available for each condition is reduced after each

claim and does not revert to the maximum cover

level when you renew each year.

Vital, Classic and Superior cover (Lifetime)

We will pay for all normal charges made for the

treatment your pet receives in the

period of

insurance, for an injury or Illness, carried out by

a vet.

For Vital, Classic and Superior policies vet fee

cover is provided per period of insurance for

treatment of all injuries and illnesses. Continuous

1. The fixed excess shown on the policy

schedule payable once per Injury or Illness

per period of Insurance. Each separate injury

or illness will require a separate fixed excess.

2. The variable excess shown on the policy

schedule.

3. If treatment is received at the same time for

a number of injuries or illnesses, including

treatment carried out under one anaesthetic.

A fixed excess will apply and depending upon

the age and breed of your pet, a variable

excess will also apply to the treatment

received for each injury or illness.

4. The cost of any treatment

undertaken 12

months after the

first clinical signs of an

illness or injury under Value and Standard

policies.

5. For Accident Only, Value and Standard cover

any cost of treatment that exceeds the vet

fees cover limit shown on your policy

schedule per condition.

6. For Vital, Classic and Superior cover any

treatment that exceeds the vet

fee cover

limit shown in the policy schedule

in any

period of insurance.

7. For Accident only cover any treatment

as a

result of illness.

8. The cost of any treatment received by your

pet after the policy has cancelled/expired.

9. The cost of any treatment for:

• an illness that first showed clinical signs prior

to or within the first 14 days of your pet’s

cover started; or,

• an illness that is the same as, or has the same

diagnosis or clinical signs as an illness or

clinical sign your pet had prior to or within the

first 14 days of your pet’s cover starting;

• an illness that is caused by

, relates to or

results from an illness or clinical sign your pet

had prior to or within the first 14 days of your

pet’s cover starting, no matter where the

illness or clinical signs are noticed or happen

in, or on your pet’s body.

10. The cost of any treatment for:

V2.1 March 2022 22

treatment is subject to the policy remaining in

force, being continuously renewed at each

anniversary and premiums received on the due

date. In that event we will reinstate the cover at

renewal and ongoing conditions will continue to

be covered up to the insured limit for the

subsequent period of insurance.

All cover levels

Policy limits are dependent on the cover level

selected as specified on your policy schedule.

For any treatment outside normal surgery hours

that a vet consi

ders cannot wait until normal

surgery hours. The maximum amount we will pay

for the veterinary

fixed out of hours charge is

£100.

Section B

The following policy benefits have restricted

monetary limits within the overall vet fee

monetary limit. Amounts payable are shown on

your policy schedule, cover levels are defined on

the Table of Benefits on page 6.

Dental treatment

is only covered in respect of

accidental causes; there is no cover for dental

treatment for illness or disease.

Fees for alternative medicine or complementary

medicine which the vet recommends and as pre-

approved by us. For Accident Only, Value, Vital

and Standard policies this will include up to 5

session of Hydrotherapy. For Classic and Superior

this is up to 10 sessions of Hydrotherapy.

Example of how to calculate the amount you will

have to pay in the event of a claim.

A valid claim arises for Veterinary

fees totaling

£400.

Amount Claimed

£400

Less Fixed Excess £85 £315

Less Variable Excess

10%

=£31.50

£283.50

Total Excess paid by

you

£116.50

Total paid by us

£283.50

• an injury that happened prior to or within the

first 2 days of your pet’s cover started; or,

• an injury that is the same as, or has the same

diagnosis or clinical signs as an injury

, or

clinical sign your pet had prior to or within the

first 2 days of your pet’s cover starting;

• an injury that is caused by, relates to or results

from an injury, or clinical sign your pet had

prior to or within the first 2 days of your pet’s

cover starting, no matter where the injury,

illness or clinical signs are noticed or happen

in, or on your pet’s body.

11. Any claim for veterinary treatment outside

the United Kingdom unle

ss resulting from

permitted trips not lasting more than 30 days

for Accident only, Value, Vital, Standard cover

or Classic or 365 days under Superior cover.

12. Costs resulting from treatment your vet

recommends to prevent an injury or illness.

13. Any costs relating to the hospitalisation of

your pet unless your vet

confirms that to

discharge your pet from the care of the vet

will seriously endanger its health irrespective

of your personal circumstances.

14. Preventative and elective treatments

including but not limited to, elective routine

examinations,

vaccinations, grooming,

whelping, kittening and of the cost of any

treatment

that is caused by, relates to or

results from any of these.

15. Any treatment relating to behavioral

disorders.

16. We

exclude all costs for elective spay or

castration, and in situations where the spay

or castrate are in order to prevent future

medical or behavioural complications of any

sort. Cover will be provided when your pet is

suffering an immediate and critical medical

condition and the spay or castrate is essential

and necessary for the treatment of that

condition.

17. Any claim or treatment

for cryptorchidism

(retained testicle(s)).

18. The cost of dental treatment

unless the

treatment relates to an injury.

19. Any pre-existing dental conditions

, those

having the same clinical signs or diagnosis as

a dental problem previously treated or noted

V2.1 March 2022 23

Where treatment for different injuries or

illnesses are carried out at the same time and the

cost of treatment cannot be identified, the cost of

treatment

will be split equally between each

injury or illness. The fixed excess and depending

upon the age and breed of your pet, a variable

excess is applied to each condition.

by your vet.

20.

Costs resulting from killing or controlling

fleas, general health enhancers and

unconventional or unlicensed treatment.

21. Se

x hormonal problems unless directly

resulting from a valid claim.

22. Costs resulting from vaccinations, micro

chipping

, spaying, castration, mating,

pregnancy, giving birth or any secondary or

related complications from these actions.

23. Complementary treatments

that are not

carried out under the direction of a vet and

previously authorised by us.

24. Cost of house calls unless the vet confirms

that moving your pet would endanger its life.

25. The cost of any treatment

outside normal

surgery hours except for treatment that a vet

considers cannot wait until normal surgery

hours (necessary treatment) because it would

seriously endanger your pet’s health. The vet

that treated your pet must also confirm this

in writing when, your veterinary

claim is

submitted.

26. For necessary treatment

outside of normal

surgery any fixed out of hours veterinary

charge greater than £100.

27. Costs that result from an illness or injury

specifically excluded in the policy schedule.

28. The cost of treating any injury or illness

deliberately caused by you

, anyone living

with you or anyone else looking after your

pet.

29.

The cost of surgical items that can be used

more than once.

30.

The cost of any form of housing, including

cages, whether hired or purchased.

31. The cost of bathing, grooming or de-matting

your pet unless a vet confirms only a vet or a

member of a veterinary practice can carry out

these activities, regardless of your personal

circumstances.

32.

The cost of a post mortem examination on

your pet unless we require this and agree to

pay.

33. The cost of transpl

ant surgery or artificial

limbs, including pre and post-operative care.

V2.1 March 2022 24

34. Ovariohysterectomy to prevent mammary

tumors

, or the reoccurrence of false

pregnancies.

35.

Removal of dew claws unless they are

damaged or infected at the time the

treatment is carried out.

36. The cost of any treatment

or complications

arising from treatment that you

choose to

have carried out that is not directly related to

an injury or illness

, including cosmetic

dentistry or surgery.

37. Any claim as a result of a ‘notifiable’ disease,

e.g. rabies.

38. Any claim for an illness that could have been

prevented by vaccinating your pet.

39.

Any claim for any form of special diet,

housing, or bedding needed for the

treatment or general wellbeing of your pet.

40. Any cost of your pet’s daily feeding

requirements, any claim for normal, special or

medicated diet unless your vet has

specifically prescribed a medicated diet food

to dissolve urine crystals for a maximum of six

months.

41. Any charges in excess

of £100 in respect of

euthanasia even in the case

of humane

destruction to alleviate incurable and

inhumane suffering.

42. Any charges for euthanasia in the event that

this was caused by a pre-existing condition or

a condition not covered by the insurance.

43. Any expenses to travel to or from your pet

’s

usual veterinary

practice or to, from or in

between any practice or branch practice of a

group of veterinary practices your usual

veterinary practice belongs to.

44. Any ancillary administration fees including

but not limited to dispensing fees,

prescription fees, c

laims form completion,

administration referral fees to specialist vets

or referral vets and x-ray referral fees.

45. Every claim will be reviewed by an internal

Pet Claims Assessor and compared to

charges for the same or similar treatment

within the same area to ensure that the

treatment and veterinary

fees are

reasonable, necessary, essential and not

V2.1 March 2022 25

excessive we will only pay up to a maximum

of 100% mark up on the manufacturer’s or

wholesaler’s price of veterinary medicines

based on our catalogue of prices. This will

include any dispensing fees.

46.

Anything mentioned in the General

exclusions applicable to all sections of the

policy on page 18.

V2.1 March 2022 26

Special conditions relating to claims

1. Before your pet is treated please check that your vet is willing to complete the claim form and

supply us with the supporting invoices. We will not pay for the vet to do this.

2. The claim form and invoices must be returned to us within 60 days of the pet receiving the

treatment or as soon as possible thereafter. Please make sure that the form is signed by both you

and your vet and that it is indicated to whom we should make the payment.

3. If you have asked us to pay your vet we will send payment directly to the practice and if there is

any amount other than the fixed excess and variable excess that we cannot pay because the costs

are not covered we will tell you in writing. You must settle with your vet any amount not covered

by the policy.

4. If your claim involves complementary treatment the claim form and invoices must be

countersigned by your vet.

5. If you are submitting a claim for an ongoing condition your vet must still complete a claim form

and supply us with the supporting invoices on each occasion that treatment is provided.

6. If your pet is referred to a specialist please make sure your own vet, that normally treats your pet

has completed a separate claim form for the initial costs. We will not be able to assess the claim

form and supporting invoices from the referral practice until we have processed the initial

treatment from your own vet.

V2.1 March 2022 27

Third Party Liability (Dogs Only)

What is covered What is not covered

All Cover levels

We will pay up to the Third Party Liability limit

of indemnit

y, dependent on the cover level

shown on your policy schedule which you

become legally liable to pay as damages

(including costs) during the period of insurance

for any claim or series of claims arising from any

one event or original cause in respect of an

incident occurring during the

period of

insurance involving your dog causing:

1. Bodily injury, death, sickness or disease to

any person who is not in your employment

or who is not a member of your family or

household.

2. Loss of or damage to property that does not

belong to and is neither in the charge of or

under the control of you, anyone in your

employment or any member of your family

or household within:

a) the United Kingdom

b) whilst temporarily outside the UK

provided that your dog complies with all

the relevant legislation relating to

movement across international borders.

1. The fixed excess shown in your policy

schedule.

2. Indemnity is subject to the payment of

your policy excess in advance of settling

any third party claim. Failure to pay the

excess in advance will be in breach of policy

conditions and may result in indemnity

refusal, or legal action directly against you

by a third party.

3. Any liability claims occurring within the first

14 days following the start of your

insurance policy.

4. Compensation or legal costs arising directly

or indirectly from liability which has been

assumed by you under agreement (such as

a hire agreement) unless the liability would

have existed without the agreement.

Loss or damage to property in the

ownership, custody or control of you or

your family, or any person employed by

members of your household or any person

looking after your dog with your

permission.

6. Accidental bodily injury to or disease

contracted by you or a member of your

family or persons permanently residing

with you or any person looking after your

dog with your permission.

7. Accidental bodily injury

or disease

contracted by any person who is under a

contract of service or apprenticeship with

you when such injury or disease arises out

of and in the course of employment by you.

8. Fines, penalties or your

breach of

quarantine restrictions or import or export

regulations.

9. Any liability when your pet is under the

control or custody of a professional dog

sitter, walker, groomer or other similar

professional caring for your dog where

payment is made.

10. Any liability insured under any other

insurance policy (including your household

V2.1 March 2022 28

insurance) unless that cover has been

exhausted.

11. Liability in respect of pollution or

contamination of buildings or other

structures or of water or land or the

atmosphere unless directly caused by a

sudden identifiable, unintended and

unexpected occurrence which takes place

in its entirety at a specific moment in time

and place during the period of insurance

provided that:

•

all pollution or contamination which arises

out of one occurrence will be deemed to

have occurred at the time such occurrence

takes place;

12. Our liability for all damages and claimants

costs and expenses payable in respect of all

pollution or contamination which is

deemed to have occurred during the

period of insurance shall not exceed

£1,000,000 in the aggregate.

13.

Anything mentioned in the General

exclusions applicable to all sections of the

policy on page 18.

Special conditions relating to claims

1. You should immediately call our claims helpline to give us full details of any incident, which may

give rise to a claim.

2. You must send us every writ, summons, letter of claim or other document as soon as you receive

it.

3. You must not admit any liability or pay, offer to pay, promise to pay or negotiate any claim without

our permission in writing.

4. We will be entitled to take over and carryout in your name the defence of any claims for indemnity

or damages or otherwise against any third party. We shall have full discretion in the conduct of any

negotiation or proceedings or in the settlement of any claim and you shall give us all necessary

information and assistance which we may require.

5. If you die, your legal representative(s) will have the protection of this cover as long as they comply

with the terms and conditions.

V2.1 March 2022 29

Section 3

Death caused by Accident

What is covered

What is not covered

All cover levels

We will reimburse you the purchase price as

declared on your policy schedule, up to the

maximum amount payable shown on your

policy schedule in the event your pet dies from

an injury or is put to sleep, if certified by a vet

as necessary to alleviate incurable and

inhumane suffering of your pet, due to injury.

1. Death caused by an illness.

2. Any claim if the death occurs in relation to a

condition that happened prior to or within

the first 2 days (48 hours) of the policy

starting.

3. Any claim if a vet believes it is more humane

to keep your pet alive rather than put it to

sleep, but despite this you still have your pet

put to sleep.

4. Any monetary amount higher than the cost

that you paid to purchase your pet.

5. Any amount above the limit shown in the

summary for the level of cover selected.

6. Cremation or burial fees.

7. Any claim not supported by evidence of

purchase price or receipt.

8. Anything mentioned in the General

exclusions applicable to all sections of the

policy on page 18.

Special conditions relating to claims

You must send us the claim form, a death certificate from your vet (at your expense) or if not available

a statement from an independent witness confirming your pet’s death, together with any pedigree

certificate (where applicable) and receipt for the original purchase of your pet.

V2.1 March 2022 30

Section 4

Death caused by illness

What is covered

What is not covered

Not available under accident only cover

We will reimburse you the purchase price as

declared on your policy schedule, up to the

cover level shown on your policy schedule, in

the event your pet dies from illness or is put

to sleep, if certified by a vet as necessary to

alleviate incurable and inhumane suffering of

your pet, due to illness or disease.

Cover is only provided under this section of

the policy for dogs under the age of 9 years

and cats under the age of 11 years.

1. Death caused by injury.

2. Any claim where your pet dies or has to be put

to sleep due to:

• an illness that first showed clinical signs

prior to or within 14 days of your pet’s cover

starting; or,

• an illness that is the same as, or has the

same diagnosis or clinical signs as an illness

that first showed clinical signs prior to or

within 14 days of your pet’s cover starting;

or,

• an illness that is caused by, relates to or

results from a clinical sign that was first

noticed, or an illness that first showed

clinical signs, prior to or within 14 days of

your pet’s cover starting, no matter where

the illness or clinical signs are noticed or

happen in, or on your pet’s body.

3. Any claim if your pet is aged 9 years or over at

the time of death for a dog or 11 years or over

if a cat.

4. Any claim if a vet believes it is more humane to

keep your pet alive rather than put it to sleep,

but despite this you still have your pet put to

sleep.

5. Any monetary amount higher than the cost that

you paid to purchase your pet.

6. Any amount above the limit shown in the

summary for the level of cover selected.

7. Cremation or burial fees.

Any claim not supported by evidence of

purchase price or receipt.

9. Anything mentioned in the General exclusions

applicable to all sections of the policy on page

18.

Special conditions relating to claims

You must send us a death certificate from your vet (at your expense) or if not available a statement

from an independent witness confirming your pet’s death, together with any pedigree certificate

(where applicable) and receipt for the original purchase of your pet.

V2.1 March 2022 31

Section 5

Advertising and Reward

Special conditions relating to claims

1. You must telephone the claims helpline immediately and secure our approval prior to incurring

any expense or any offer of reward.

2. In the case of a reward you must not pay the finder yourself. Please provide us with the details of

the finder and we will arrange for the payment to be made directly to them.

What is covered

What is not covered

Not available on Accident only cover

If your pet is lost or stolen, we will reimburse

you for advertising in a local newspaper and for

a suitable reward to be offered for recovery of

your pet (previously agreed with us) up to the

cover level shown your policy schedule.

1. Any reward to a person living with you.

2. Any reward to an immediate family

member.

3. Any reward that we have not agreed to

before you advertised it.

4. Any reward paid to the person who was

caring for your pet when it was lost or

stolen.

5. Anything mentioned in the General

exclusions applicable to all sections of the

policy on page 18.

V2.1 March 2022 32

Section 6

Theft and Straying

Special conditions relating to claims

1. If your pet has been stolen you must report this to the Police within 24 hours of becoming aware

that the pet is missing.

2. In the case of the loss of your pet you must make enquiries with the local authority dog warden

and local rescue centres.

3. Any claim notification must be made within 121 days of the date on which your pet is stolen or

goes missing. The notification may be made at any time during this period but we will not make

any payment to you within the first 90 days of the theft or straying.

4. You must send us any pedigree certificate (where applicable) and receipt for the original purchase

of your pet.

5. If your pet is eventually found or returns you must notify us and repay the full amount that we

have paid under this section of your policy.

What is covered What is not covered

Not available on Accident only cover

We will reimburse you the purchase price as

declared on your policy schedule, up to the

cover level shown on your policy schedule, in

respect of permanent loss due to your pet being

lost or stolen and after no recovery has been

made after 45 days, despite advertising and a

reward being offered.

1. Any monetary amount higher than the cost

that you paid to purchase your pet.

2. Any amount above the limit shown in the

summary for the level of cover selected.

3. Any claim not supported by evidence of

purchase price or receipt.

Anything mentioned in the General

exclusions applicable to all sections of the

policy on page 18.

V2.1 March 2022 33

Section 7

Emergency boarding fees

What is covered

What is not covered

All Levels of Cover

We will reimburse you for boarding fees or

daily minding up to the cover level shown on

your policy schedule (in any one period of

insurance) in the event:

1. You or any member of your family

permanently residing with you suffer any

bodily injury, illness or disease which

necessitates your

or their emergency

hospitalisation as an in-patient for a period

exceeding 4 consecutive days and no other

member of your family permanently residing

with you is able to look after your pet.

2. Your main UK residence is deemed to be

uninhabitable as a result of circumstances

beyond your

control, including but not

limited to: Flood, Fire, Hurricane and/or

enforced evacuation on the order of the

emergency services.

1. Any hospitalisation that is either known or

foreseeable before cover for your pet

started.

2. Any costs resulting from treatment that is

not related to a bodily injury, illness or

disease.

3. Any costs resulting from you going into a

hospital for the treatment for alcohol or

solvent abuse, drug abuse, drug addiction,

attempted suicide or self-inflicted injury or

illness.

4. Any additional

period of hospitalisation

relating to treatment or services provided by

a convalescent or nursing home or any

rehabilitation centre.

5. Any period of hospitalisation of you or any

member of your family permanently

residing with you as a result of pregnancy.

6. Anything mentioned in the General

exclusions applicable to all sections of the

policy on page 18.

Special conditions relating to claims

1. You must send us written confirmation from the appropriate boarding home or from the person

responsible for looking after your pet showing the dates and daily cost of boarding.

2. You must send us a medical certificate or written confirmation from the treating doctor or the

hospital that confirms the dates of your or your family member’s admission and subsequent

discharge from hospital.

V2.1 March 2022 34

Section 8

Holiday cancellation

What is covered What is not covered

All levels of cover

We will reimburse you for any non-recoverable

cancellation costs up to the cover level shown on

your policy schedule, (in any one period of

insurance), in the event that your pet is injured

or shows the first clinical signs of any illness

while you are away or up to 7 days before you

leave and in your vet’s opinion needs immediate

lifesaving surgery.

1. The fixed excess shown in your policy

schedule.

2. The cost of anyone else that is on holiday

with you.

3. Non life-saving operations.

4. Any costs arising from a condition that you

first became aware of more than 7 days prior

to the date of travel.

5. Any costs or expenditure for any holiday

booked less than 28 days prior to departure.

6. Any additional cancellation charges incurred

because you did not tell the company

providing your transport or accommodation,

their agents or any person acting for you, as

soon as you knew you had to cancel your

holiday.

Anything mentioned in the General

exclusions applicable to all sections of the

policy on page 18.

Special conditions relating to claims

1. You must send us confirmation of the treatment signed by your vet.

2. You must send us cancellation invoices from your holiday travel agent, tour operator or other

holiday sales organisation. The invoices must show the dates and total cost of your holiday and any

expenses that you cannot recover.

V2.1 March 2022 35

Section 9/10

Quarantine costs and loss of Animal Health Certificate

What is covered What is not covered

Not available on Accident only cover

We will pay up to the maximum amount

payable, dependent on the cover level shown

on your policy schedule per trip for:

Quarantine kennelling costs and other costs

incurred in getting a new health certificate for

your pet, should your pet’s microchip of ISO

Standard 11784 or Annex A to ISO Standard

11785 fail.

Quarantine kennelling costs should your pet

have to go into quarantine due to illness

despite your compliance with all the required

regulations.

We will pay you up to the maximum amount

payable dependent on the cover level shown on

your policy schedule per trip for the cost of a

replacement health certificate should the

original become lost, stolen or destroyed during

the trip. This includes any quarantine costs

incurred as a direct result of such a loss.

1. Any costs if the microchip was checked and

found not to be working properly within the

14 days prior to your departure on any trip.

2. Any cost arising from any condition of which

you were aware before the start of any trip.

3. Any costs resulting with your non-

compliance with all or any relevant

regulations, laws and/or legislation of your

country of travel.

4. Any loss, theft of destruction of the health

certificate prior to the start of your trip.

Any Claim where the loss, theft or

destruction of the Health Certificate is not

reported to the issuing vet within 24 hours

of discovery.

6. Any claim if the health certificate is lost or

stolen while it was left unattended, unless

the health certificate was secured in your

holiday accommodation safe or the boot,

covered luggage compartment or glove box

of a locked vehicle.

7. Anything mentioned in the General

exclusions applicable to all sections of the

policy on page 18.

Special conditions relating to claims

1. You must send us documentary evidence that your pet was micro chipped prior to your journey

with a microchip of ISO standard 11784 or Annex A to ISO standard 11785.

2. You must send us receipts or bills for quarantine kenneling and other costs incurred as these will

help you substantiate your claim.

3. You must report the loss or theft of your health certificate within 24 hours of it going missing to

the vet who issued it, the police or if you are on a ship, train, plane or coach or the tour operator.

V2.1 March 2022 36

Section 11

Emergency expenses overseas

What is covered What is not covered

Not available on Accident only cover

We will pay up to the maximum amount shown

on your policy schedule, per trip, in

reimbursement for emergency expenses for any

of the following incurred by you outside the

United Kingdom during a trip:

1. Additional accommodation and repatriation

costs and expenses of you and your pet:

a) if your pet needs emergency veterinary

treatment and as a result of this you miss

your scheduled departure to the United

Kingdom,

provided such emergency

veterinary treatment is covered under

Section 1 – Veterinary fees.

b) if your scheduled departure to the United

Kingdom is missed as a direct result of the

loss of your pet’s health certificate,

provided that such loss is covered under

Section 10 – Loss of Animal Health

Certificate

2. Additional travel and accommodation costs

and expenses up to the maximum amount

shown in your policy schedule if your pet

becomes lost during a trip, whilst you try to

find your pet before your scheduled return

date to the United Kingdom.

1. Any Costs more specifically insured under

any other insurance policy.

2. The cost of any food or drink for you, your

pet or any other persons on the trip with

you.

3. Any costs in relation to your pet receiving

treatment that it is not certified by a vet

that treated your pet.

4. Any costs if the trip was made to get

veterinary treatment carried out on your

pet abroad.

Anything mentioned in the General

exclusions applicable to all sections of the

policy on page 18.

Special conditions relating to claims

As part of your policy, you agree to and accept the following conditions in the event that you submit

a claim:

• We will request relevant information or records from your current or previous veterinary

practice, specialist, breeder or rescue centre at any time in order for us to be able to fully assess

your claim.

• Your veterinary practice or any veterinary practice treating your pet can openly discuss and

receive information about your claims with your policy administrator (Insurance Factory

Limited) where appropriate. This also includes the transfer of your claim via an electronic service

using a third party application.

• We will only ever ask for information which is relevant to the details and circumstances of the

claim and previous medical history, which is necessary for claims processing purposes.

V2.1 March 2022 37

• You must send us receipts or bills for all costs and expenses you have incurred as these will help

you substantiate your claim.

• You must supply evidence of the veterinary treatment that your pet received whilst on your trip

by supplying the clinical history, claim form, invoices and receipts for the treatment received.

• You must provide documentary evidence that the initial tick and worming treatment was

obtained and that this was done in the time scale required by the relevant authorities.

• You must supply all documentation to us from the transport agencies and or booking agents to

show us the delayed travel and rescheduled dates of travel and return home.

• You must provide evidence that the repeat tick and worming treatment was necessary in order

to comply with the relevant requirements, laws and/or legislation of your country of travel.

• You must notify the police or relevant transport operator within 24 hours of discovery of the

incident and obtain at your own expense a written report should you wish to claim following the

loss or theft of your pet.

V2.1 March 2022 38

Section 12

Helplines

Healthcare away from home

0333 234 0623

If you and your pet are away from home whilst

in the United Kingdom, Northern Ireland, Isle of

Man, and Channel Islands and your pet needs

urgent veterinary care, the policy gives you

access to our help lines so we can identify the

nearest vet for you.

Lines are open from 8am to 6pm weekdays and

9am to 2pm on Saturdays.

Bereavement counselling

0161 836 9498

An understanding, confidential and professional

service enabling you to talk for as long as you

need about the death or illness of your pet.

Help and advice to address the symptoms

brought about by bereavement

Available 24 hours a day, 365 days a year.

Pet legal

01775 764191

Lawyers are available to provide advice and

explain legal issues in plain English

and in a

friendly and helpful way.

Available 24 hours a day, 365 days a year.

Pet minders

0333 999 0933

This enables you to locate a registered pet

Minder (on a National basis) for either

a few

minutes or indeed weeks, in order to look after

your pet while you are away.

Lines are open from 8am to 6pm weekdays and

9am to 2pm on Saturdays.

24 hour Veterinary Helpline

0800 012 1041

This helpline provides advice on common

illnesses, including vomiting, diarrhoea and skin

problems. Help with minor issues including,

fleas, exercise and diet. Advice

on specific

events such as going abroad

, disease and

poisoning. The helpline

provides out of hours

support when your local vet is closed. Lines are

open 24 hours a day 365 days a year.

Calls are free from a BT Landline only. (Calls

from other networks and from your mobile may

incur a cost).

V2.1 March 2022 39

Complaints procedure

Making yourself heard

We are committed to providing you with an exceptional level of service and customer care. We realise

that things can go wrong and there may be occasions when you feel that we have not provided the

service you expected. When this happens, we want to hear about it so that we can try to put things

right.

Who to contact

The most important factors in getting your complaint dealt with as quickly and efficiently as possible

are:

a) to be sure you are talking to the right person; and,

b) that you are giving them the right information.

The resolution of complaints in relation to your policy is delegated to our service provider in the

United Kingdom Insurance Factory Limited

When you contact them:

Please give your name and contact telephone number.

Please quote your policy and/or claim number, and the type of policy you hold.

Please explain clearly and concisely the reason for your complaint, so they can begin by establishing

your first point of contact:

Step One – Initiating your complaint

Does your complaint relate to:

A: your policy?

B: a claim on your policy?

If A, you need to contact the Customer Service team on 0333 234 0623 and state your complaint.

If B, you need to contact the Claims team on 0333 999 0933 and state your complaint.

In either case, if you wish to provide written details, the following checklist has been prepared for you

to use when drafting your letter.

• Head your letter ‘ASDA Pet Insurance COMPLAINT’.

• Give your full name, post code and contact telephone number(s).

• Advise them that you have an ASDA Pet Insurance policy and quote your policy and/or claim

number.

• Explain clearly and concisely the reason(s) for your complaint.

The letter should be sent to the person dealing with your complaint along with any other material

required to the following address:

ASDA Pet Insurance

The Complaints Manager

The Connect Centre

Kingston Crescent

Portsmouth

PO2 8QL

V2.1 March 2022 40

They will acknowledge your complaint promptly, normally within five days unless exceptional

circumstances apply.

The Complaints department will investigate your complaint impartially taking into account all relevant

factors and will provide you with a written response to your complaint within eight weeks. It is

expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if

you are not satisfied, you can take the issue further:

Step Two - The Financial Ombudsman Service

If you have received your final response and you are still not satisfied, or if you have not heard from

the Complaints department within 8 weeks, you may refer your case to the Financial Ombudsman

Service (FOS).

The Ombudsman is an independent body that arbitrates on complaints about general insurance

products and other financial services. It will only consider complaints after you have been provided

with written confirmation that all internal complaints procedures have been exhausted.

Insurance Division

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London

E14 9SR

Tel: 0300 123 9123

Fax: 020 7964 1001

Please note that you have six months from the date of the final response in which to refer your

complaint to the Ombudsman. Referral to the Ombudsman will not affect your right to take legal

action.

Their promise to you:

They will acknowledge all complaints promptly.

They will investigate quickly and thoroughly.

They will keep you informed of progress.

They will do everything possible to resolve your complaint.

We will learn from our mistakes. We will use the information from complaints to continuously improve

our service.

To help us improve our service, we may record or monitor telephone calls.

Financial Services Compensation Scheme (FSCS)

If we were unable to meet our obligations you might be entitled to compensation under the Financial

Services Compensation Scheme (FSCS). Further information about the Scheme is available from the

FSCS website at www.fscs.org.uk or by calling us.

Full details are available at www.fscs.org.uk

V2.1 March 2022 41

Useful numbers

Customer Services

0333 234 0623

24 Hour Vet Helpline 0800 012 1041

Claims 0333 999 0933

Find a vet helpline 0333 234 0623

Find a pet minder helpline 0333 999 0933

Pet legal helpline 01775 764 191

Bereavement counselling 0161 836 9498

V2.1 March 2022 42

For great cover at low prices,

call us for a quote

Car insurance

0800 181 4094

Lines are open 8am to 10pm Mon – Fri, 8am to 6pm Sat and 10am to 4pm Sun.

Calls may be recorded and monitored.

Home insurance

0800 181 4093

Lines are open 8am to 10pm Mon – Fri, 8am to 6pm Sat and 10am to 4pm Sun.

Calls may be recorded and monitored.

Van insurance

0800 181 4095

Lines are open 8am to 10pm Mon – Fri, 8am to 6pm Sat and 10am to 4pm Sun.

Calls may be recorded and monitored.

Asda Money is a trading name of Asda Financial Services Limited. Asda Financial Services and Asda Stores

Limited are introducer appointed representatives of Insurance Factory Limited which arrange and administer

the policy. Insurance Factory Limited is authorised and regulated by the Financial Conduct Authority

(Financial Services Register Number306164). Pet insurance will be underwritten by West Bay Insurance Plc,

registered in Gibraltar No. 84085. Registered Office: 846-848, Europort, Gibraltar, is authorised by the

Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority

and the Prudential Regulation Authority in respect of underwriting insurance business in the UK (Financial

Services Register Number 211787). You can check this by visiting the Financial Services Register at

www.fca.org.uk or the Prudential Regulation Authority on 020 7601 4444.

†Calls may be recorded and monitored. Maximum call charge from a BT landline is 4p per minute. Calls from

other networks may vary. Please check with your network operator.