FLAT SIZE: 210MM H 296MM W

PANTONE 7491 PANTONE 350 FINISHED SIZE: 210MM H 148MM W

Your Pet Insurance

Policy Wording
Essential, Plus and Premier

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 Welcome

Welcome to your John Lewis Pet Insurance

Thank you for choosing John Lewis Pet Insurance, underwritten by Royal & Sun Alliance Insurance Ltd,
who are one of the UK’s largest and oldest insurers.

We hope you won’t need to make a claim. But, if you do, you can rest assured that you will receive
excellent service from our team of claims specialists.

Your policy, including this booklet and your schedule are evidence of your insurance, so please read them
carefully to ensure that the information is correct and the cover is exactly what you need, and keep them
in a safe place.

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 Contents

Contents
How to contact us. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Understanding and using the policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Cover levels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Words with special meanings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Veterinary fees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Third party liability cover (dogs only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Death from illness. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Death from accident. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Expenses for referral to another vet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Boarding kennel and cattery fees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Daily minding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Accidental damage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Advertising and offering a reward. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Lost or stolen pets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
How to make a claim. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Travel cover. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Policy conditions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Policy exclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Claims conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Complaints procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
How we use your information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

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 How to contact us

How to contact us
Claims 0330 102 2756 Lines are open Monday to Friday between 8am and 8pm and on
Saturday between 9am and 5pm
Customer Services 0330 102 2745 Lines are open Monday to Friday between 8am to 8pm and on
Saturday between 9am to 5pm and on Sunday 10am to 4pm
Vet Referral Line 0330 100 6483 Lines are open Monday to Friday between 9am and 5pm

Your policy gives you access to the following helplines:

Vetfone telephone: 0800 316 7119 – available 24 hours a day, 365 days a year.
Provides help if you are worried about your pet’s health at any time, night or day. They can also help you to
find healthcare for your pet when you are away from home in the UK.
Counselling helpline telephone: 0330 102 2469 – available 24 hours a day, 365 days a year.
Please quote scheme number 72737
Provides someone to talk to if your pet is ill or dies or is lost or stolen
This confidential helpline gives you someone to talk to for as long as you need to about the illness or death
of your pet.
Legal advice and help telephone: 0330 102 2469 – available 24 hours a day, 365 days a year.
Please quote scheme number 72737
Lawyers are available to provide advice and explain legal issues related to your pet in a friendly and helpful way.
Pet Travel Scheme (DEFRA helpline) telephone: 0345 933 5577.
Provides information on travelling with your pet and how to comply with the Pet Travel Scheme.

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 Understanding and using the policy

Understanding and using the policy

The policy is in two parts – the Policy Wording and the Schedule. The Policy Wording explains what is
and what is not covered, how claims are settled and other important information.

Within each Section of cover, the first column will tell you what the cover includes. The second column
will tell you what it does not cover.

Please read ‘How to make a claim’ on pages 18-20, or 24-25 for a travel claim and the policy conditions,
policy exclusions and claims conditions on pages 26-31.

The Schedule shows details of your cover and the premium. Please keep the Schedule with the
Policy Wording.

A new Schedule will be sent whenever a change is made to the insurance so you can check that the
cover still meets your needs.

The type of cover we provide

This policy provides lifetime cover. This means your pet is covered for ongoing as well as one off illnesses
and injuries.

We pay up to your chosen vet fee limit in each period of insurance with no limit to the length of
treatment, as long as your policy is renewed and there is no break in cover.

If your vet fee limit is reached in any period of insurance, we will not make any more treatment payments
until your policy is renewed again.

Once renewed your chosen vet fee limit will be available to use again and covered treatments will
continue to be paid for.

We can choose not to offer renewal of a policy. If we do, we would let you know in advance of your
renewal date so that you have enough time to make alternative insurance arrangements.

Cats and dogs like humans are more prone to illness as they get older and their likelihood of needing
treatment increases.

In fact our claims data shows that the cost of looking after your pet’s health doubles every four to five
years. That’s why your renewal price increases each year and your excess will increase when your pet
turns nine, even if you haven’t had to make a claim.

Unfortunately, once a pet has been taken ill, in general they’re more likely to get ill again. That’s why, if a
claim is paid, the price you will pay next year can double.

It’s important you budget for renewal prices to increase as your pet gets older. How much they go up is
different for everyone and depends on things like your pet’s breed, their age and health, and there is no
limit to how much your renewal price can increase over time.

If your premium, excess, benefits or policy terms and conditions do change, we will always provide full
details to you before your renewal date.

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 Understanding and using the policy

What is and is not covered

Insurance policies do not cover everything and this policy details all the cover that is and is not provided.
You have 14 days to decide whether this cover is right for you and your pet and, if it is not, you can
cancel it. We have set out some important information below about what is not covered and you need
to be aware of this when making your decision.

We do not pay for health issues, concerns, illnesses and injuries which you or your vet were aware of
before you took out the policy, they are known as pre-existing conditions. A full explanation is shown on
page 10.

We do not pay for illnesses which you or your vet were aware of in the first 14 days of your policy first
starting, or any illness that develops from them. By illness we mean, both diagnosed illness and signs or
symptoms of illness (undiagnosed illness).

We do not pay for accidents within the first 48 hours of your policy first starting, or any illness or injury
that develops from them.

Please be aware that the death by illness cover does not apply for pets aged 9 and over.

The table in this policy on page 8 provides details of the amount of cover that applies to vets fees and
other covers provided by this policy.

The amount of cover will depend on the level you have selected (Essential, Plus or Premier).

If you have any questions, please contact us. The telephone numbers are shown on page 5.

The insurance contract

This policy is a legal contract between you and us. The Policy Wording and Schedule make one
document and must be read together. Please keep them together.

The contract is based on the information you provided when you applied for the insurance.

Our part of the contract is that we will provide the cover set out in this Policy Wording for:
• those Sections which are shown on the policy Schedule;
• the period of insurance set out on the policy Schedule.

Your part of the contract is you must:

• pay the premium as shown on the policy Schedule;
• comply with all the conditions set out in this policy.

If your part of the contract is not met, we may turn down a claim, increase the premium or you may find
that you do not have any cover.

The law applicable to this policy

Under the laws of the United Kingdom (England, Scotland, Wales and Northern Ireland), both you and
we may choose the law which applies to this contract, to the extent permitted by those laws. Unless you
and we agree otherwise, we have agreed with you that the law which applies to this contract is the law
which applies to the part of the United Kingdom in which you live.

We and you have agreed that any legal proceedings between you and us in connection with this contract
will only take place in the courts of the part of the United Kingdom in which you live.

This policy has been issued by Royal & Sun Alliance Insurance Ltd in the United Kingdom.
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 Cover levels

Cover levels
Cover levels Essential Plus Premier
Veterinary fees up to: £3,000 £7,500 £12,000
Veterinary fees excess (this amount applies Please see your Please see your Please see your
to each accident or illness, in each period of Schedule for details Schedule for details Schedule for details
insurance):
Veterinary fees treatment period: Each year Each year Each year
Veterinary fees includes the following cover
Putting your pet to sleep up to: £100 £100 £100
Dental care up to: £3,000 £7,500 £12,000
Behavioural treatment up to: £250 £250 £500
Treatment food up to: £250 £250 £250
Complementary treatment up to: £500 £1,000 £2,000

Third party liability (dogs only) up to: £1m £2m £3m

Third party liability excess each claim: £250 £250 £250
Death from illness up to: £500 £1,000 £1,500
Death from accident up to: £500 £1,000 £1,500
Cremation costs up to: £100 £100 £100
Expenses for referral to another vet up to: £200 £200 £200
Boarding kennel and cattery fees up to: £500 £1,000 £2,000
Daily minding up to: £500 £1,000 £2,000
Accidental damage up to: £250 £500 £750
Advertising and offering a reward up to: £500 £750 £1,000
Lost or stolen pets up to: £500 £1,000 £1,500
Travel cover: Not included Included Included
This part of the policy covers travel with your pet outside the UK to European Union countries that
are members of the PETS travel scheme as defined by DEFRA.
Number of trips, of up to 60 days each trip: 0 3 3
Travel includes:
• vets fees up to: Not included £7,500 £12,000
• repeat tapeworm treatment up to: Not included £500 £500
• loss of healthcare certificate up to: Not included £500 £500
• quarantine costs up to: Not included £2,000 £2,000
• emergency expenses abroad up to: Not included £500 £500
• cancelling a trip up to: Not included £3,000 £3,000
• cancelling a trip excess each trip: Not included £75 £75
• cutting a trip short up to: Not included £3,000 £3,000
• cutting a trip short excess each trip: Not included £75 £75

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 Words with special meanings

Words with special meanings

Some words have a special meaning in the policy. They are listed below in alphabetical order. Whenever
a word with a special meaning is used in the remainder of the policy, it will be printed in bold type.

Accident
A sudden, unexpected, specific event that results in an injury to the pet.

Period of insurance
The period detailed in your Schedule and any further period for which you have paid or agreed to pay
and we have accepted your premium.

Pet
The dog(s) and/or cat(s) named on your Schedule.

Treatment
Consultations, examinations, tests, X-rays, surgical procedures, prescription drugs and medication, nursing
and hospitalisation all provided by or given under the instruction or referral of a vet or an employee of a
vet practice under a vet’s supervision.

Vet/veterinary
A qualified veterinary surgeon holding a current registration with the Royal College of Veterinary
Surgeons.

We/us/our
Royal & Sun Alliance Insurance Ltd.

You/your
The person or persons named as the policyholder on the Schedule.

Your family
You, your husband, wife, partner, children, parents, other relatives and any joint policyholder, all who
normally live with you.

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 Your cover explained

Veterinary fees (vets fees) UK cover

Applies in England, Scotland, Wales and Northern Ireland

What is covered What is not covered

We will pay the cost of fees charged by The following applies to the veterinary fees cover and all
a veterinary practice for consultations, covers included within the veterinary fees cover.
examinations, tests, X-rays, surgical The excess is detailed on your Schedule and is the part of
procedures, drugs and medication, nursing and a claim that you have to pay for each accident or illness,
hospitalisation all provided by or given under in each period of insurance. Once a pet reaches the age
the instruction, supervision or referral of a of 9 or over, the excess alters. You will have to pay the
qualified vet, for an illness or accident. vets’ fees excess amount shown on your Schedule or
20% of the treatment costs, whichever is greater, for each
If your normal vet practice is not open, or accident or illness, in each period of insurance.
your normal vet cannot offer an appointment The excess paid by you is based on the age of the pet at
for treatment, then you should phone your the time treatment starts.
vetfone helpline on 0800 316 7119 for advice. If your pet reaches the age of 9 during a claim, the
Your policy does not cover the additional cost excess will be the one applied when the treatment first
of treatment outside normal surgery hours, started and this will not alter for an ongoing claim.
unless your vet considers that treatment Health issues, concerns, illnesses and injuries which you
cannot wait until normal surgery hours. or your vet were aware of before you took out the
policy, they are known as pre-existing conditions, they are:
The most we will pay is up to the vet fee limit •  signs or symptoms of diagnosed or undiagnosed
shown on your Schedule for each pet for each injuries or illnesses;
period of insurance depending on the cover •  existing illnesses or injuries;
you selected. •  existing physical abnormalities;
•  existing illnesses, injuries or physical abnormalities
which lead to other health issues or injuries;
•  illnesses or injuries which are medically linked to
existing illnesses, injuries or physical abnormalities.
We consider the following to also be pre-existing
conditions:
•  treatment of cruciate* ligaments in the second leg if
one leg has shown signs, been diagnosed or been
treated for cruciate ligaments before you took out
the policy;
•  treatment of spinal disc† problems if any disc has
shown signs, been diagnosed or been treated for
spinal disc problems before you took out the policy.
*
The cruciate ligaments are deep within the knee joint.
There are two in each knee and they help keep the joint
stable and make sure it only moves in a certain way.
†
Discs are located between the bones of the spine. They
are found along the entire length of the spine.
Illnesses which you or your vet were aware of in the first
14 days of your policy first starting, or any illness that
develops from them. By illness we mean, both diagnosed
illness and signs or symptoms of illness (undiagnosed
illness).
Accidents within the first 48 hours of your policy first
starting, or any illness or injury that develops from them.

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 Your cover explained

What is covered (continued) What is not covered (continued)

We will not pay for treatments, tests or
procedures which do not treat an illness or injury,
or that are preventative or cosmetic, including
spaying and castration. We also do not pay for
complications that result from any of these.
Routine examinations, grooming, bathing,
dematting, micro-chipping, vaccinations,
homeopathic vaccinations, worming or flea
treatment.
Hospitalisation unless the vet confirms that
hospitalisation is necessary.
Supplements and probiotics which can be
purchased over the counter or internet without
prescription. These medications are sometimes
referred to as nutraceuticals and include joint,
organ, vitamin and mineral supplements.
For medication that has not been
recommended by a vet.
House calls unless the vet confirms that to move
your pet would seriously endanger its health.
Unlicensed treatment .
Sex hormonal problems unless directly resulting
from a valid claim.
The cost of pheromone products.
Ovariohysterectomy to prevent mammary
tumours or the reoccurrence of false pregnancies.
Cryptorchidism (retained testicle(s)).
Removal of dew claws unless they are damaged
or infected.
The cost of transplant surgery, including pre
and post-operative care.
Costs charged by a vet to fill or provide a
prescription.
The cost of completing claim forms, obtaining
receipts, invoices or reports required as part
of a claim.
The cost of prosthesis, including any veterinary
treatment needed to fit the prosthesis, other than
the cost of hip, knee and/or elbow replacement(s).
Parvovirus, hepatitis, distemper, leptospirosis in
dogs or feline leukaemia, cat flu or infectious
enteritis in cats if you have not had your
pet vaccinated against them and kept the
vaccinations up to date.
Stem-cell or gene therapy.
Vet invoices that are 12 months older than the
last date of treatment.
Any claim as a result of a notifiable disease.
Anything detailed in the policy or claims
conditions or policy exclusions shown on
pages 26-31.
Treatment costs incurred after the period of
insurance has expired.

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 Your cover explained

What is covered (continued) What is not covered (continued)

The following cover is included within veterinary fees:
Putting your pet to sleep
We will pay for the cost of putting your pet to sleep. Putting your pet to sleep unless it was
The most we will pay is up to £100 for each pet. necessary for humane reasons to stop incurable
You do not have to pay towards this part of a claim. suffering.
Dental treatment cover
We will pay for teeth and gums if they are damaged by an
accident. Dental treatment includes the removal of the
first teeth of pets insured with us before they were
16 weeks old if the first teeth have not fallen out naturally.
Behavioural treatment cover
We will pay for food a vet recommends to treat an illness
or accident.
The most we will pay for each pet for each period of
insurance is shown on the cover level detail on page 8.
Treatment food cover
We will pay for food a vet recommends to treat an illness Obesity and oral hygiene diets unless we agree
or accident. to pay for these.
The most we will pay for each pet for each period of
insurance is shown on the cover level detail on page 8.
Complementary treatment cover
We will pay for acupuncture, homeopathy, chiropractic Herbal medicine not prescribed by a vet.
manipulation, hydrotherapy, osteopathy and physiotherapy
carried out by a vet or on the recommendation of a vet.
The most we will pay for each pet for each period of
insurance is shown on the cover level detail on page 8.

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 Your cover explained

Third party liability cover (dogs only)

What is covered What is not covered
Damages and legal costs to others which you The excess for each claim for damage to property.
become legally liable to pay if your dog causes: Anything owned by or the legal responsibility of your
death or injury to a person; family, your domestic employees who normally live
or with you or anyone looking after your dog with your
loss or damage to their property. permission.
Liability arising from:
If someone who is not a member of your family any employment, trade, profession or business of any of
is looking after your dog when the injury or your family or anyone looking after your dog with your
damage happens, we will still pay as long as you: permission;
asked them to look after your dog; the use of your dog for trade, profession or business;
they are not carrying out the following activities death, injury, loss or damage to any of your family, your
as their profession: dog minder, dog sitter, dog domestic employees who normally live with you, anyone
walker, dog groomer or dog day care provider; employed under contract of service by you or anyone
death, injury, loss or damage was not to them or looking after your dog with your permission.
their property. Liability accepted by any of your family under any
agreement, unless the liability would exist without the
The most we will pay for any claim or series agreement.
of claims arising from any one event during the any incident that occurs while your dog is in the care and
period of insurance is shown on the cover level or control of someone who carries out the following
detail on page 8 plus defence costs agreed by activities as their profession: dog minder, dog sitter, dog
us in writing. walker, dog groomer or dog day care provider.
Liability covered by any other policy unless all the cover
under that policy has been used up.
Fines, penalties or breach of quarantine restrictions or
import or export regulations.
Anything detailed in the policy or claims conditions or
policy exclusions shown on pages 26-31.

Death from illness

What is covered What is not covered
We will pay the purchase/donation price of We will not pay if your pet dies from an illness that you
your pet if it dies or is put to sleep by a vet as a or your vet were aware of in the first 14 days of your
result of illness. policy first starting.
If you are unable to provide proof of what you Having your pet put to sleep unless it is necessary for
paid, we will pay the cost of a similar pet based humane reasons to stop incurable suffering.
on the breed, sex and date of birth at the time Elective procedures.
you became the owner of your pet. Any claim for any pets aged 9 years and above.
We will also pay up to £100 for the cost of Anything detailed in the policy or claims conditions or
cremation if your pet dies or is put to sleep by policy exclusions shown on pages 26-31.
a vet as a result of the illness.
You do not have to pay an excess on a cremation
claim.
The most we will pay for any one claim is
the purchase/donation price shown on your
Schedule for each pet for each period of
insurance as shown on the cover level detail
on page 8.

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 Your cover explained

Death from accident

What is covered What is not covered
We will pay the purchase/donation price of Death as a result of an accident within the first 48 hours
your pet if it dies or is put to sleep by a vet as a of your policy first starting.
result of an accident. Elective procedures.
If you are unable to provide proof of what you Having your pet put to sleep unless it is necessary for
paid, we will pay the cost of a similar pet based humane reasons to stop incurable suffering.
on the breed, sex and date of birth at the time Anything detailed in the policy or claims conditions or
you became the owner of your pet. policy exclusions shown on pages 26-31.
We will also pay up to £100 for the cost of
cremation if your pet dies or is put to sleep by a
vet as a result of an accident.
You do not have to pay an excess on a cremation
claim.
The most we will pay for any one claim is
the purchase/donation price shown on your
schedule for each pet for each period of
insurance as shown on the cover level detail
on page 8.

Expenses for referral to another vet

What is covered What is not covered
We will pay the cost of travel between your Any expenses to travel to or from your usual
home and another veterinary practice, plus any veterinary practice.
accommodation expenses that you have to pay Any expenses to travel to or from or in between any
if your pet is ill or injured and your usual vet branch of a group of veterinary practices that your
recommends that another vet treats your pet. usual veterinary practice belongs to unless a branch or
The most we will pay for each pet for each practice provides specific specialist treatment.
period of insurance is shown on the cover level Any treatment that is not covered under the veterinary
detail on page 8. fees part of this policy.
Anything detailed in the policy or claims conditions or
policy exclusions shown on pages 26-31.

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 Your cover explained

Boarding kennel and cattery fees

What is covered What is not covered
We will pay the cost of boarding your Any stay in hospital that, you were aware of before the policy
pet in a licensed kennel or cattery in the cover started, or any medical condition you knew about before
event that you or a member of your the policy cover started that might require a stay in hospital.
family has to go into hospital on medical Any stay in hospital for:
advice for a period of more than 4 days •  convalescent or nursing home care;
in a row and no other member of your •  treatment that is not related to a bodily injury, illness or
family is able to look after your pet. disease.
If you make a claim for a pet under boarding kennel and cattery
fees you cannot also make a claim for the same pet at the same
time under daily minding.
Anything detailed in the policy or claims conditions or policy
exclusions shown on pages 26-31.
The most we will pay you is up to £100
each week for each pet for each period
of insurance up to the maximum shown
on the cover level detail on page 8.

Daily minding
What is covered What is not covered
We will pay the cost of paying someone Any payments to the person caring for your pet that we have
to look after your pet in the event that not agreed.
you or a member of your family has to Payment to anyone who is a member of your family.
go into hospital on medical advice for a Any stay in hospital that, you were aware of before the policy
period of more than 4 days in a row and cover started, or any medical condition you knew about before
no other member of your family is able the policy cover started that might require a stay in hospital.
to look after your pet. Any stay in hospital for:
•  convalescent or nursing home care;
•  treatment that is not related to a bodily injury, illness or
disease.
If you make a claim for a pet under daily minding, you cannot
also make a claim for the same pet at the same time under
boarding kennel and cattery fees.
Anything detailed in the policy or claims conditions or policy
exclusions shown on pages 26-31.
The most we will pay you is up to £100
each week for each pet for each period
of insurance up to the maximum shown
on the cover level detail on page 8.

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 Your cover explained

Accidental damage
What is covered What is not covered
We will pay if while visiting someone else’s Damage to personal property owned by or in the control
property your pet causes accidental damage to of you, your family, employee or guest.
personal property. Damage to any personal property belonging to any
You do not have to be legally liable for the person entrusted with the care, control and custody of
damage to make a claim under this cover. your pet.
Any damage occurring when your pet is left in a home
where no person aged 18 or over is present.
Damage to any motor vehicle or its contents.
Damage caused by your pet fouling, vomiting or urinating
on/in any items.
Anything detailed in the policy or claims conditions or
policy exclusions shown on pages 26-31.
The most we will pay for each pet for each
period of insurance is shown on the cover level
detail on page 8.

Advertising and offering a reward

What is covered What is not covered
We will pay for the cost of advertising locally Any reward:
and for offering a reward for the recovery of given to any person who lives with you;
your pet if it is lost or stolen. paid to anyone who was looking after your pet when it
was lost or stolen;
not supported by a signed receipt which shows the full
name and address of the person who finds your pet;
that we have not agreed to before you advertised it.
Anything detailed in the policy or claims conditions or
policy exclusions shown on pages 26-31.
The most we will pay for advertising costs for
each pet for each period of insurance is shown
on the cover level detail on page 8.

We will also include up to £100 towards the

cost of materials you need to make homemade
posters and advertising material.

Some local authorities do not allow posters to

be put up on lamp posts or trees for example.
You might want to check what is allowed in your
area before any posters are put up.

The most we will pay for a reward for each pet

for each period of insurance is shown on the
cover level detail on page 8.

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 Your cover explained

Lost or stolen pets

What is covered What is not covered
We will pay the purchase/donation price of Any claim made after 121 days from the date your pet
your pet if it is permanently lost or stolen, was lost or stolen.
(‘permanently’ means lost or stolen for 90 days) Anything detailed in the policy or claims conditions or
and is not recovered despite the use of the policy exclusions shown on pages 26-31.
Advertising and offering a reward cover.
The most we will pay for any one claim is
the purchase/donation price shown on your
Schedule for each pet for each period of
insurance as shown on the cover level detail
on page 8.

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 How to make a claim

How to make a claim

We will provide a fast and efficient claims service. You can download a claim form from
www.johnlewis.com/insurance/petclaims or call us on the claims helpline on 0330 102 2756 or contact
us by e-mail on claims@johnlewis-petinsurance. Always quote the policy number printed on your policy
schedule every time you contact us.

We do not cover the cost of completing claim forms, obtaining receipts, invoices or reports required as
part of the claim.

Please make sure you have read the policy conditions, policy exclusions and claim conditions shown on
pages 26-31.

Veterinary fees
You will need to send us your claim form within 90 days of the first treatment for each new
accident or illness. If your vet tells you that your pet will need treatment over a few visits you do
not need to send each invoice to us separately, you can send them all to us with one completed claim
form within the 90 day period. Parts of this form will need to be completed by your vet, please make
sure that the form is signed by you and your vet.

We do not pay vet invoices that are 12 months older than the last date of treatment.
If the treatment your pet requires is outside of your usual vet’s area of expertise, your vet will
direct you to a different veterinary centre, hospital or practice which may be part of our preferred
referral vet network. You can find details of the vets in our network at www.johnlewis.com/insurance/
petclaims. If you need help or advice about which vet to visit, please contact the John Lewis Vet
Referral Helpline on 0330 100 6483. If your pet needs emergency treatment for a situation that if
not resolved immediately will lead to a loss of life or cause a serious threat to the present or ongoing
health of your pet, you can visit any vet.

You must keep all invoices and receipts that your vet gives you in connection with your claim and
send these along with a complete medical history for your pet to us. This must be a record of all
visits your pet has made to a vet and this information can be obtained from each vet practice your
pet has attended. We will need you to agree that your current, previous or referral vet may release
information or records regarding the medical history, including test results for any pet insured with us.

If your pet continues to need ongoing treatment, you can send in further claims including updated
medical records showing the treatment your pet has received, invoices and receipts, every 3 to 6
months. If any information we have asked for is not provided it will delay your claim.

We can arrange to pay most vets directly. Please ask your vet if they are happy to do this, and if we
are able to, we will take care of the rest.

We do not pay the excess, as that is the part of the claim you must pay. Your policy Schedule will tell
you what this amount is.

If there is any amount other than the excess that we cannot pay because the costs are not covered by
your policy, we will tell you. You must settle with your vet, any amount not covered by the policy.

We may ask your vet to provide an opinion on whether accidents and illnesses are connected, and
the date changes in your pet’s health started.
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 How to make a claim

Third party liability

Please don’t take any action other than to let us know as soon as you become aware of any possible claim.
We will let you know what you should do with any letter, claim, writ or summons you receive.

Death from illness or death from accident

We will need you to provide a veterinary certificate stating the date and cause of death. If your pet was
put to sleep, we will need a veterinary certificate stating that this was necessary for humane reasons to stop
incurable suffering.

We will also need a pedigree certificate if you have one and receipt for the original purchase/donation price
paid for your pet.

If you have no purchase receipt showing the purchase/donation price, we will pay the replacement cost of a
similar pet based on its age, breed and sex at the time you became the owner of your pet up to the limit
shown on page 8.

Expenses for referral to another vet

We will need you to give us all receipts or bills for travel and accommodation expenses you have had to pay.

Boarding kennel and cattery fees and daily minding

We will need you to provide receipts detailing dates, daily costs of boarding and expenses you have paid.
For daily minding, we will need you to provide written confirmation that the person caring for your pet has
been paid the amount agreed by us.

You must also provide confirmation of the period you or your family members were in hospital. We will
need a medical certificate or written confirmation from the treating doctor or the hospital that confirms the
dates of the hospital admission and later discharge from hospital.

Accidental damage
A claim form will be sent to you, and this should be completed detailing the exact circumstances of the
claim including photos and a description of the damaged items, the original purchase price and the cost of
replacing or repairing the item(s).

No damaged items should be disposed of without our written agreement, as we may need to look at the items.

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 How to make a claim

Advertising and offering a reward and lost or stolen pets

You must also report the loss of your pet to your local rescue centres and veterinary practices and provide
confirmation that you have made these enquiries to our claims department.

You must report the loss of your dog to the police and, if you have one, the dog warden within 24 hours of
discovery and provide their reference number to our claims department.

We will ask for confirmation that you have done this.

You must not pay the finder any reward yourself; any reward amount must be agreed with us before the
amount is advertised. Please provide us with the finder’s details to allow payment to be made directly to them.

We will require receipts for all advertisements placed and materials you wish to claim for along with details
of the amount of reward that you advertised.

We will also need a pedigree certificate if you have one and receipt for the original purchase/donation price
paid for your pet.

Lost or stolen pets – if there is no recovery of your pet after 90 days, you will then need to complete a
claim form and provide the information detailed above.

If you have no purchase receipt showing the purchase/donation price, we will pay the replacement cost of a
similar pet based on its age, breed and sex at the time you became the owner of your pet up to the limit
shown on page 8.

In the happy event that your pet is found or returns after we have paid your claim, you must refund to us
the full amount we paid you for the purchase/donation price.

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 Travel cover

Travel cover
This cover applies if shown against the selected cover table on page 8
As a resident of the United Kingdom, you are able should you wish, under the United Kingdom
Government Pet Travel Scheme, known as PETS to take your pet temporarily to certain countries and
return home without putting your pet into quarantine.

The scheme is administered by DEFRA (the Department for Environment, Food and Rural Affairs) and
you need to comply with the criteria set out by them.

To help you comply we have included the phone number for DEFRA on page 5, so you can check with
them before you intend to travel.

This cover only includes travel within the UK, Channel Isles, Isle of Man and countries in the European
Union (EU); if you wish to travel with your pet to countries outside of the EU, please contact us using
the details on page 5.

Travel cover includes Travel cover does not include

Three trips in any period of insurance. Non-compliance with the PETS Travel Scheme.
No trip can last longer than 60 days. Countries that are non-EU members of the PETS travel scheme
Each trip must start and end in the United as defined by DEFRA.
Kingdom. More than 3 trips in any period of insurance.
Any trip which lasts more than 60 days.

Veterinary fees (vets fees) cover in the EU

What is covered What is not covered
Vets fees in the EU. Your UK vet fees cover is Anything that is not covered under your vet fees in the
extended, and you can use it to pay for vet fees UK section of cover.
while you and your pet are in the EU.

This extension does not increase the limit we

provide for your UK vets fees.
The same one overall limit for vet fees applies
for claims that occur in both the UK and EU.

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 Travel cover

Repeat tapeworm treatment

What is covered What is not covered
We will pay for the cost of repeat tapeworm The cost of:
treatment if your return home is delayed by •  obtaining the initial worming treatment;
your carrier. •  fees incurred if the initial and repeat worming
Your carrier must be a transport company treatment was not performed in the time-scale
approved by the United Kingdom Government required by PETS.
to carry animals in accordance with the Pet Anything detailed in the policy or claims conditions or
Travel Scheme (PETS). policy exclusions shown on pages 26-31.
The most we will pay for each trip for each pet
is shown on the cover level detail on page 8.
We will also pay additional costs you have Anything detailed in the policy or claims conditions or
to pay for extra accommodation, the cost of policy exclusions shown on pages 26-31.
returning home and other expenses if your
return home is delayed by your carrier as a
direct result of the need for repeat worming
treatment.
The most we will pay for each trip for each pet
is shown on the cover level detail on page 8.

Loss of healthcare certificate

What is covered What is not covered
We will pay the cost of replacing your pet’s Any health certificate that is lost, stolen or destroyed:
health certificate; this is the official Pet Travel •  prior to departure;
Scheme certificate issued by a vet authorised •  not reported to the issuing vet within 24 hours of
by the United Kingdom Government should the discovering the loss.
original certificate be lost, stolen or destroyed Claims for microchip failure if the microchip was:
during a trip; •  not fitted;
or •  not tested and it was established that the microchip
a microchip fail, meaning a new certificate is was not functioning prior to departure.
required. Anything detailed in the policy or claims conditions or
policy exclusions shown on pages 26-31.
The most we will pay for each trip for each pet
is shown on the cover level detail on page 8.
We will also pay additional costs you have Anything detailed in the policy or claims conditions or
to pay for extra accommodation, the cost of policy exclusions shown on pages 26-31.
returning home and other expenses if you
miss your return home as a direct result of
the healthcare certificate being lost, stolen or
destroyed while you are on a trip.
The most we will pay for each trip for each pet
is shown on the cover level detail on page 8.

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 Travel cover

Quarantine costs
What is covered What is not covered
We will pay the cost of quarantine kennelling Any costs incurred where it can be established that your
costs you have to pay if your pet is unable to pet was suffering from an accident or illness prior to
travel due to illness despite you complying with departure.
the relevant PETS regulations. Anything detailed in the policy or claims conditions or
policy exclusions shown on pages 26-31.
As part of PETS you need to have your pet Claims for microchip failure if the microchip was:
microchipped before you can travel. •  not fitted;
We will pay the cost of quarantine kennelling •  not tested and it was established that the microchip
costs you have to pay if your pet is unable to was not functioning prior to departure.
travel due to failure of the microchip. Anything detailed in the policy or claims conditions or
policy exclusions shown on pages 26-31.
The most we will pay in total for each trip for
each pet is shown on the cover level detail on
page 8.

Emergency expenses abroad

What is covered What is not covered
Delayed return home – due to emergency vets’ Bringing your pet home if it should die while you are on
treatment a trip.
We will pay additional costs you have to pay Anything detailed in the policy or claims conditions or
for extra accommodation, the cost of returning policy exclusions shown on pages 26-31.
home and other expenses while you are away
on a trip in the EU if your scheduled return
date home is delayed due to your pet needing
emergency veterinary treatment.
Delayed return home – because your pet is Bringing your pet home if it should die while you are on
missing a trip.
We will also pay additional costs and expenses Anything detailed in the policy or claims conditions or
you have to pay for travel, accommodation and policy exclusions shown on pages 26-31.
other expenses while you are away on a trip in
the EU and your pet becomes lost before your
scheduled return date.
The most we will pay each trip is shown on the
cover level detail on page 8.

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 Travel cover

Cancelling a trip
What is covered What is not covered
The cost of travel and accommodation expenses The excess (this is the first part of a claim that you have
if you have to cancel a trip because, to pay for each trip).
before you and your family leave, your pet: Costs that you can recover elsewhere.
has gone missing; Anything detailed in the policy or claims conditions or
or policy exclusions shown on pages 26-31.
dies or has to be put to sleep by a vet; or
requires life-saving treatment in the 7 days
before you leave.
The most we will pay in total in any period of
insurance for trips that are cancelled or cut short
is shown on the cover level detail on page 8.

Cutting a trip short

What is covered What is not covered
The cost of travel and accommodation expenses The excess (this is the first part of a claim that you have
if you have to cut short a trip because to pay for each trip).
while you and your family are away, your pet: Costs that you can recover elsewhere.
has gone missing from home; Anything detailed in the policy or claims conditions or
or policy exclusions shown on pages 26-31.
dies or has to be put to sleep by a vet; or
requires life-saving treatment.
The most we will pay in total in any period of
insurance for trips that are cancelled or cut
short is shown on the cover level detail on
page 8.

How to make a claim

If you incur costs while temporarily travelling on a trip in the EU, you will need to make payment
yourself first.

To help us to settle your claim quickly, please tell us about any possible claim by calling the claims helpline
on 0330 102 2756, or contact us by e-mail on [email protected] within 31 days or as
soon as you can.

You will be sent a claim form to complete and return to us with all the paid receipts, confirmation of
expenditure and required reports. We will not pay a claim if you are not able to supply supporting
evidence.

Settlement will then be made to you in sterling at the current rate of exchange.

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 Travel cover

How to make a claim (continued)

For repeat worming treatment
We will need confirmation that:
•  the initial worming treatment was completed and carried out in the time-scale required by the Pet Travel
Scheme;
•  the repeat worming treatment was necessary in order to comply with the Pet Travel Scheme.
Plus written confirmation from your carrier (or their handling agents) of the delay.
We will need all relevant receipts and confirmation of expenditure including documentary evidence that the
initial worming treatment was administered.

Loss of healthcare certificate

We will need receipts and proof of purchase for the replacement healthcare certificate.

Quarantine costs
We will need confirmation that your pet was microchipped prior to your journey with a microchip of the
type required by PETS.
Plus receipts or proof of purchase or bills for any quarantine kennelling or other costs claimed for.

Emergency expenses abroad

We will need receipts or proof of purchase or bills for all costs and expenses claimed for.

Cancelling a trip
We will need cancellation invoices from your travel agent, tour operator or other holiday sales organisation.
The invoices must show the dates and total cost of your holiday, confirmation that payment had been made,
the date you decided to cancel and details of any expenses that you cannot recover.

Cutting a trip short

We will need invoices from your travel agent, tour operator or other holiday sales organisation. The invoices
must show the dates and total cost of your holiday, confirmation that payment had been made, the date you
decided to cut short your trip and details of any expenses that you cannot recover.

We do not cover the cost of any obtaining any receipts, proof of purchase, reports or other
documentation required as part of any claim.

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 Policy conditions

Policy conditions
These are the conditions you and your family will need to keep to as your part of this contract. If you do not,
a claim may be rejected or payment could be reduced. In some circumstances your policy might be invalid.

Conditions applicable to the whole policy

Fraud
If dishonesty, exaggeration or false documentation is used by you and your family or anyone acting on
behalf of you or your family to obtain or support:
• a claims payment under your policy; or
• cover for which you do not qualify; or
• cover at a reduced premium;
all benefits under this policy will be lost, the policy may be invalid, you may not be entitled to a refund of
premium and legal action may be taken against you.

Changes in your circumstances

You must tell us within 30 days of knowing about any of the following changes. These changes may affect
the price of your pet insurance and the cover we can provide. If we are not told, your claim payment
may be reduced or not be paid. Your policy may be cancelled; and you may not receive a refund of
premium.

About you and your pet

• you are going to move home;
• you are no longer the owner of the pet;
• your pet stops living with you at your home;

Dogs only
• your pet is used for racing;
• your pet is used for fighting;
• your pet has had complaints made about its behaviour (aggression, attacking or biting);
• your pet has been the cause of an incident or legal action;
• your pet has been trained to attack;
• your pet is used for security purposes or as a guard dog;

Both dogs and cats

• your pet is used as a business or to make money or earn an income;
• your pet is used for breeding (breeding, means used for breeding more than 2 times in the pet’s
lifetime)
• you become aware that your pet is not the breed you thought and it is no longer correctly described
on your schedule.

Care of your pet

It is your duty as the owner of your pet to manage your pet’s weight by taking advice and making
yourself aware of the acceptable weight range for your pet at the various stages of its life. You must take
steps to prevent or reduce the increased health risk that being obese or underweight can bring. If you
need help or advice contact vetfone on 0800 316 7119 or ask your vet.

You must also provide proper care and attention to your pet at all times and take all reasonable
precautions to prevent accidents, injury or damage.

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 Policy conditions

Transferring your interest in the policy

You cannot transfer your interest in this policy to anyone else without our written permission.

Renewal terms
At the end of each period of insurance, your policy benefits, terms and conditions can alter, if they do
change, we will always provide full details to you before your renewal date.

As your pet gets older it is more likely to need treatment, that’s why your renewal price increases each
year and your excess will increase when your pet turns nine, even if you haven’t had to make a claim.

Unfortunately, once a pet has been taken ill, in general they’re more likely to get ill again. That’s why, if a
claim is paid, the price you will pay next year can double.

It’s important you budget for renewal prices to increase as your pet gets older. How much they go up is
different for everyone and depends on things like your pet’s breed, their age and health, and there is no
limit to how much your renewal price can increase over time.

Government financial sanctions

We won’t provide any cover or be liable to provide any payment or other benefit under this policy
where doing so would breach any prohibition or restriction imposed by law or regulation. If any
such prohibition or restriction takes effect during the period of insurance we may cancel this policy
immediately by giving you written notice at your last known address. If we cancel the policy no refund of
premium will be made.

Cancelling the policy

Your right to cancel the policy within the statutory period
If having examined your policy documentation you decide not to proceed with the insurance, you will
have 14 days to cancel it starting on the day you receive the policy documentation.

We will refund any premiums already paid, except when you have already made a claim under your policy.

Your right to cancel the policy outside the statutory period

You may cancel this policy at any time.

Monthly payment
If you pay by monthly instalments and you cancel this insurance because your pet has died, has been
stolen or strays and you make a claim for this, we will not deduct outstanding instalments for the
remainder of the current period of insurance from any claim payment.

If you pay by monthly instalments and you cancel this insurance for any other reason other than those
stated above and you make a claim, we will deduct outstanding instalments for the remainder of the
current period of insurance from any claim payment.

Annual payment
If you pay the full annual premium and you cancel this insurance and you have not made a claim we will
refund the proportion of the premium already paid for the remainder of the current period of insurance.

If you pay the full annual premium and you cancel this insurance because your pet has died, has been
stolen or strays, and you make a claim for this, we will refund the proportion of the premium already
paid for the remainder of the current period of insurance.

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 Policy conditions

If you pay the full annual premium and you cancel this insurance for any other reason other than those
stated above and you have made a claim, we will not refund the proportion of the premium already paid
for the remainder of the current period of insurance.

Cancelling the monthly premium payments

Your policy has a normal period of insurance of 12 months and your legal contract with us is for
this period.

You may have asked and we may have agreed for your annual premium to be paid on a monthly basis by
Instalments.

We reserve the right to cancel the policy in the event that there is a default in instalment payments due.

If you no longer wish to pay for your policy monthly but do not wish to cancel your cover, we can tell
you how much you will have to pay for the rest of the period of insurance. If this amount is not paid by
the date given in our reply to you, then all cover under your policy will be cancelled from this date.

If you need to cancel your policy for any of the reasons given above, please contact us on 0330 102 2745.

Our right to cancel

We can cancel this policy by giving you at least 14 days notice at your last known address if we identify
serious grounds for doing so, including but not limited to:

• failure to provide us with information we have requested that is directly relevant to the cover provided
under this policy or any claim;
• the use or threat of violence or aggressive behaviour against our staff, contractors or property;
• the use of foul or abusive language;
• nuisance or disruptive behaviour.

In these circumstances we would where possible, contact you and seek to resolve the matter with you.
You will be entitled to a refund of a proportion of any unexpired premium, providing no claims had been
made for the current period of insurance.
We may also cancel the policy if a change in your circumstances (page 26) means that you or your pet
no longer meet the eligibility for this policy or due to the fraud condition on page 26
Your policy will also be cancelled if you do not pay your premium.

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 Policy exclusions

Policy exclusions
We will not pay claims:
for malicious or wilful injury or gross negligence to your pet which is caused by you or members of your
family;
for pets which are not dogs or cats;
when your premium has not been paid.

Age and ownership

We will not pay claims for any pet:
not named on the Schedule;
which is less than 8 weeks of age at the policy cover start date;
which no longer belongs to you;

Notifiable diseases
We will not pay claims for any pet which suffers from a notifiable disease as named in the Animal Health
Act 1981.

We will not pay:

the cost and compensation for euthanasia of your pet under a court order of the Contagious
• 
Diseases Act or following its destruction for the protection of livestock;
for slaughter, by order from any government, local authority or any person having jurisdiction in the
• 
matter, except in the case of destruction for humane reasons to stop incurable suffering.

The use of your pet

We will not pay claims for pets used for breeding (breeding, means used for breeding more than 2 times
in the pet’s lifetime), used as a business or to make money or earn an income; Or dogs used for racing;
trained to attack; used for security purposes or as a guard dog; or used for fighting.

Dangerous dogs
We will not pay claims for any pet which should be registered under the Dangerous Dogs Act 1991 and
the Dangerous Dogs (Northern Ireland) Order 1991 or any subsequent amendments.

Territorial limits
We will not pay for claims outside the territorial limits of the United Kingdom, Northern Ireland, Channel
Isles, Isle of Man and the parts of the EU that are not covered by the PETS Travel Scheme.

Infringement of United Kingdom animal health and importation legislation

We will not pay for any claim as a result of restrictions put on your pet by the Department for
Environment, Food and Rural Affairs (DEFRA) or the Department of Agriculture, Food and Rural
Development in the Republic of Ireland.

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 Policy exclusions

Fines and penalties

We will not pay for legal expenses, fines and penalties connected with or resulting from a criminal court
case or an Act of Parliament made in the United Kingdom.

War risks
We will not pay for any loss, damage, liability, cost or expense of any kind caused directly or indirectly by
war, invasion or revolution.

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 Claims conditions

Claims conditions
These are the claims conditions that you and your family will need to keep to as your part of this
contract. If you do not, a claim may be rejected or payment could be reduced. In some circumstances
your policy might be invalid.

Examination by a vet
You must arrange for a vet to examine and treat your pet as soon as possible after you notice any signs
or symptoms of illness or injury.

Referral vet network

If the treatment your pet requires is outside of your usual vet’s area of expertise, your vet will direct
you to a different veterinary centre/hospital/practice which may be part of our preferred referral vet
network. You can find details of the vets in our network at www.johnlewis.com/insurance/petclaims. If
you need help or advice about which vet to visit, please contact the John Lewis Vet Referral Helpline on
0330 100 6483. If your pet needs emergency treatment for a situation that if not resolved immediately
will lead to a loss of life or cause a serious threat to the present or ongoing health of your pet, you can
visit any vet.

Claim negotiation
In respect of Third Party Liability claims, you must not settle, reject, negotiate or offer to pay any claim
you have made or intend to make under this policy without our written permission.

Transferring rights
We have the right, if we choose, in your name but at our expense to:
• take over the defence or settlement of any claim;
• start legal action to get compensation from anyone else;
• start legal action to get back from anyone else any payments
that have already been made.

You must help us to take legal action against anyone or help us defend any legal action if we ask you to.

Other insurance
If you claim under this policy for something which is also covered by another insurance policy, you must
provide us with full details of the other insurance policy. We will only pay our share of the claim.

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 Complaints procedure

Complaints procedure
Our commitment to customer service
At John Lewis Insurance, we are committed to going the extra mile for our customers. If you believe that
we have not delivered the service you expected, we want to hear from you so that we can try to put
things right. We take all complaints seriously and following the steps below will help us understand your
concerns and give you a fair response.

Our promise to you

We will:
acknowledge your complaint promptly;
• 
investigate your complaint quickly and thoroughly;
• 
keep you informed of progress;
• 
do everything possible to resolve your complaint fairly;
• 
ensure you are clear on how to escalate your complaint, if necessary
• 

Step 1
If your complaint relates to your policy then please contact the Customer Services team on 0330 102 2745.
If your complaint relates to a claim then please call the Claims team on 0330 102 2756.

We aim to resolve your concerns on an informal basis, within three business days. Where we have been
able to, we will send you a letter confirming this. We’ll also explain how you may be able to refer the matter
to the Financial Ombudsman Service if you subsequently decide that you are unhappy with the outcome.

Step 2
In the unlikely event that we are unable to resolve your concerns through our informal complaints
process, our Customer Relations Team will then review the matter on behalf of our Chief Executive.
Once our Customer Relations Team have reviewed your complaint they will send you a final decision in
writing within 8 weeks of the date we received your complaint.

Our customer relations team’s contact details are as follows:

Post: John Lewis Insurance

Customer Relations Team
P O Box 255
Wymondham
NR18 8DP
Email: www.johnlewisfinance.com/petcontactus

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 Complaints procedure

If you are still not happy

If you are still unhappy after our Customer Relations Team’s review, or you have not received a written
offer of resolution within 8 weeks of the date we received your complaint, you may be eligible to refer
your case to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent
body that arbitrates on complaints. They can be contacted at:

Post: Financial Ombudsman Service

Exchange Tower
Harbour Exchange
London E14 9SR

Telephone: 0800 023 4567 (free from mobile phones and landlines)
0300 123 9123 (costs no more than calls to 01 or 02 numbers)

Email: [email protected]
Website: www.financial-ombudsman.org.uk

You have six months from the date of our final response to refer your complaints to the Financial
Ombudsman Service. This does not affect your right to take legal action, however, the Financial
Ombudsman Service will not adjudicate on any case where litigation has commenced.

Thank you for your feedback

We value your feedback and at the heart of our brand we remain dedicated to treating our customers as
individuals and giving them the best possible service at all times. If we have fallen short of this promise,
we apologise and aim to do everything possible to put things right.

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 How we use your information

How we use your information

Your privacy is important to us and we are committed to keeping it protected. We have created this
Customer Privacy Notice which will explain how we use the information we collect about you and how
you can exercise your data protection rights. This privacy notice will help you understand the following:
Who are we?
We are Royal & Sun Alliance Insurance Ltd (RSA), we provide commercial and consumer insurance
products and services under a number of brands. We also provide insurance services in partnership with
other companies.
Why do we collect and use your personal information?
As an insurer, we need your personal information to understand the level of insurance cover you require.
We’ll use this information (e.g. your name, address, telephone number and email address) to communicate
with you and if you have agreed, to send you news and offers related to our products and services.
We need to use your information to create a quote for you, allowing you to buy insurance products from
us. When buying a product from us, you’ll also need to provide us with details about the items you wish
to be covered by the insurance (e.g. car make and model, your home).
We may need to check information you have submitted with external companies/organisations (e.g.
the DVLA, the Motor Insurance Database, credit reference agencies and criminal conviction checks.)
When buying certain products, sometimes we will ask for special categories of personal data (e.g. driving
offences for motor insurance, medical records in case of injury).
Once you become a customer, we’ll need to take your payment details to set up your cover. This
could be direct debit, credit or debit card information. To service your policy, we might contact you
via our website, emails, telephone calls or post. When using these services we might record additional
information, such as passwords, online identifiers and call recordings.
For some of our products, we may collect information through smart sensors to assess your insurance
needs (e.g. a black box installed in your vehicle when you buy a telematics driving product, which collects
and uses geo-location and driving behaviour data).
If you need to claim against your insurance policy, we will need to collect information about the incident
and this may be shared with other selected companies to help process the claim. If other people are
involved in the incident, we may also need to collect additional information about them which can
include special categories of personal data (e.g. injury and health data).
In submitting an application to us, you may provide us with equivalent or substantially similar information
relating to other proposed beneficiaries under the policy. You agree that you will bring this Privacy Notice
to the attention of each beneficiary at the earliest possible opportunity.
Data protection laws require us to meet certain conditions before we are allowed to use your personal
information in the manner described in this Privacy Notice. To use your personal information, we will rely
on one or more of the following grounds:
• P
 erformance of contract: We need to use your personal information in order to provide you with the
policy (which is a contract of insurance between you and us), and perform our obligations under it
(such as making payments to you in respect of a claim made under the policy).
• C
 onsent: In certain circumstances, we may need your consent unless authorised by law in order to
use personal information about you which is classed as “special categories of personal data”.
For marketing, you will always be given a choice over the use of your data.
• N
 ecessity to establish, exercise or defend legal claim: If you, or we, bring a legal claim (e.g. a court
action) against the other, we may use your information in either establishing our position, or defending
ourselves in relation to that legal claim.

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 How we use your information

• C
 ompliance with a legal obligation: Where laws or regulations may require us to use your personal
information in certain ways.
• L
 egitimate Interests: We will also process your personal information where this processing is in our
“legitimate interests”. When relying on this condition, we are required to carry out a balancing test of
our interests in using your personal information (for example, carrying out market research), against
the interests you have as a citizen and the rights you have under data protection laws. The outcome of
this balancing test will determine whether we can use your personal information in the ways described
in this Privacy Notice. We will always act reasonably and give full and proper consideration to your
interests in carrying out this balancing test.
Where else do we collect information about you?
Where possible, we’ll collect your personal information directly from you. However, on occasion we may
receive details about you from other people or companies. For example, this might happen if:
• It was given to us by someone who applied for an insurance product on your behalf (e.g. an insurance
broker, a family member) where you have given them the permission to do so; or
• It was supplied to us when you purchased an insurance product or service that is provided by us in
partnership with other companies, or;
• It was lawfully collected from other sources (e.g. Motor Insurance Database, Claims and Underwriting
Exchange or fraud prevention databases) to validate the information you provided to us.
We request those third parties to comply with data protection laws and to be transparent about any
such disclosures. If you would like some further information, please contact us.
Will we share your personal information with anyone else?
We do not disclose your information outside of RSA except:
• Where we need to check the information you gave to us before we can offer you an insurance
product (e.g. reference agencies);
• Where we are required or permitted to do so by law or relevant regulatory authority (e.g. financial
crime screening, fraud detection/prevention);
• Where we provide insurance services in partnership with other companies (e.g. building societies, large
retailers);
• In the event that we are bought or we sell any business or assets, in which case we will disclose your
personal information to the prospective buyer of such business or assets;
• As required to enforce or apply this Privacy Notice, or the contract of insurance itself;
• Within our group for administrative purposes;
• As required in order to give effect to contractual arrangements we have in place with any insurance
broker and/or intermediary through which you have arranged this policy;
• With healthcare providers in the context of any relevant claim being made against your policy;
• If we appoint a third party to process and settle claims under the policy on our behalf, in which case we will
make your personal information available to them for the purposes of processing and settling such claims;
• With our third party service providers (including hosting/storage providers, research agencies,
technology suppliers etc.);
• With our reinsurers (and brokers of reinsurers) in connection with the normal operation of our business;
Sometimes your personal information may be sent to other parties outside of the European Economic Area
(EEA) in connection with the purposes set out above. We will take all reasonable steps to ensure that your
personal information is treated securely and in accordance with this Privacy Notice, and in doing so may rely
on certain “transfer mechanisms” such as the EU-US Privacy Shield, and the standard contractual clauses
approved by the European Commission. If you would like further information please contact us.
Which decisions made about you will be automated?
Before we can offer you an insurance product or service, we may need to conduct the following
activities, which involve automated (computer based) decision-making:
• Pricing and Underwriting – this process calculates the insurance risks based on the information that
you have supplied. This will be used to calculate the premium you will have to pay.
• Credit Referencing – using the information given, calculations are performed to evaluate your credit
rating. This rating will help us to evaluate your ability to pay for the quoted products and services.

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 How we use your information

• Smart Sensor Data Analytics – an insurance product that collects your information using smart sensors (e.g.
in car black box) to calculate your insurance risk (e.g. driving score). This may then be used to determine your
policy rewards (e.g. cash back for safe driving) and to calculate your policy renewal premium.
• Automated Claims – some small claims may qualify for automated processing, which will check the
information you provide, resulting in a settlement or rejection of your claim.
The results of these automated decision-making processes may limit the products and services we can
offer you. If you do not agree with the result, you have the right to request that we perform a manual
reassessment using the same information that you originally provided. If you wish to do so please contact us.
For how long will we keep your information?
Your personal information will be retained under one or more of the following criteria:
• Where the personal information is used to provide you with the correct insurance cover, which will be
kept as long as it is required to fulfil the conditions of the insurance contract.
• Where the use of your personal information for a specific purpose is based on your consent, it will
be kept for as long as we continue to have your consent (e.g. we would stop contacting you for
marketing purposes once you have asked us to).
• Where, for a limited period of time, we are using some of your information to improve the products
or services we provide.
• For as long as your information is required to allow us to conduct fraud and/or criminal checks and
investigations.
Will you be contacted for marketing purposes?
If you have agreed, we might contact you by post, email, phone and text message to let you know about
offers and services we think you’ll like. The messages may be personalised using information you have
previously provided us.
You can ask us to stop contacting you for marketing purposes at any point.
We will only contact you for marketing purposes if we collected your information directly, except when
authorised and instructed by the third-party acting on your behalf.
We may use the information which we collect about you to show you relevant advertising on third-party
websites (e.g. Facebook, and Google). This could involve showing you an advertising message where
through the use of cookies, we know you have browsed our products and services. If you don’t want to
be shown targeted advertising messages from us, you can change the advertising setting on some third-
party sites and some browsers to block our adverts.
Your information is incorrect what should you do?
If you hold a product or service with us and think that the information we hold about you is incorrect or
incomplete, please contact us and we will be happy to update it for you.
What are your rights over the information that is held by RSA?
We understand that your personal information is important to you, therefore you may request the
following from us:
1 Provide you with details about the personal information we hold about you, as well as a copy of the
information itself in a commonly used format. [Request Ref: DSR 1]
2 Request your personal information be deleted where you believe it is no longer required. Please note
however, we may not be able to comply with this request in full where, for example, you are still insured with
us and the information is required to fulfil the conditions of the insurance contract. [Request Ref: DSR 2]
3 Request the electronic version of the personal information you have supplied to us, so it can be
provided to another company. We would provide the information in a commonly used electronic
format. [Request Ref: DSR 3]
4 Request to restrict the use of your information by us, under the following circumstances [Request Ref: DSR 4]:
a. If you believe that the information we hold about you is inaccurate, or;
b. If you believe that our processing activities are unlawful and you do not want your information to
be deleted.
c. Where we no longer need to use your information for the purposes set out in this Privacy Notice,
but it is required for the establishment, exercise or defence of a legal claim.
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 How we use your information

d. Where you have made an objection to us (in accordance with section 5 below), pending the
outcome of any assessment we make regarding your objection.
5 Object to the processing of your data under the following circumstances [Request Ref: DSR 5]:
a. Where we believe it is in the public interest to use your information in a particular way, but you disagree.
b. Where we have told you we are using your data for our legitimate business interests and you believe we
shouldn’t be (e.g. you were in the background of a promotional video but you did not agree to be in it.)
In each case under section 5 above, we will stop using your information unless we can reasonably
demonstrate legitimate grounds for continuing to use it in the manner you are objecting to.
If you would like to request any of the above, please contact us and submit a written request, including the
request reference (e.g. DSR 1), as this will speed up your request. To ensure that we do not disclose your personal
information to someone who is not entitled to it, when you are making the request please provide us with:
Your name;
• 
Address(es);
• 
Date of birth;
• 
Any policy IDs or reference numbers that you have along with a copy of your photo identification.
• 
All requests are free of charge, although for requests for the provision of personal information we hold about
you (DSR1) we reserve the right to charge a reasonable administrative fee where, we believe an excessive
number of requests are being made. Wherever possible, we will respond within one month from receipt of
the request, but if we don’t, we will notify you of anticipated timelines ahead of the one month deadline.
Please note that simply submitting a request doesn’t necessarily mean we will be able to fulfil it in full on
every occasion – we are sometimes bound by law which can prevent us fulfilling some requests in their
entirety, but when this is the case we will explain this to you in our response.
Our Privacy Notice.
If you have any queries regarding our Privacy Notice please contact us and we will be happy to discuss
any query with you. Our Privacy Notice will be updated from time to time so please check it each time
you submit personal information to us or renew your insurance policy.
How you can contact us about this Privacy Notice?
If you have any questions or comments about this privacy notice please contact:
The Data Protection Officer
RSA
Bowling Mill
Dean Clough Industrial Park
Halifax
HX3 5WA
You may also email us at [email protected].
How you can lodge a complaint?
If you wish to raise a complaint on how we have handled your personal information, please send an email
to [email protected] or write to us using the address provided. Our Data Protection Officer
will investigate your complaint and will give you additional information about how it will be handled. We
aim to respond in a reasonable time, normally 30 days.
If you are not satisfied with our response or believe we are processing your personal information not in
compliance with UK Data Protection law, you can lodge a complaint to the Information Commissioner’s
Office, whose contact details are;
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
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 Index

Index
In alphabetical order

Index in alphabetical order

Subject Where to find in the policy Page
number(s)
Accident exclusion of 48 hours Vet fees 10
Accidental damage Accidental damage 16
Advertising and offering a reward Advertising and offering a reward 16
Behavioural treatment Vet fees 12
Cancelling your policy Policy conditions 27-28
Cattery fees Boarding kennel and cattery fees 15
Claim conditions Claim conditions 31
Complaints procedure Complaints procedure 32-33
Contact numbers How to contact us 5
Counselling helpline How to contact us 5
Daily minding Daily minding 15
Death from accident Death from accident 14
Death from illness Death from illness 13
Dental treatment Vet fees 12
Emergency expenses abroad Emergency expenses abroad 23
Finding a vet when you are away from home How to contact us, vetfone helpline 5
Food Treatment food – Vet fees 12
Healthcare certificate replacement Travel 22
Helplines How to contact us 5
How we use your information How we use your information 34-37
Illness exclusion of 14 days Vet fees 10
Kennel fees Boarding kennel and cattery fees 15
Legal help for situations involving your pet How to contact us, legal advice helpline 5,13
and Third party liability
Liability cover How to contact us, legal advice helpline 5,13
and Third party liability
Lost pets Lost or stolen pets 17
Nutraceuticals Vet fees 11
PETS scheme How to contact us, PETS travel scheme 5, 21-25
helpline and Travel
Policy conditions Policy conditions 26-28
Policy exclusions Policy exclusions 29-30

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 Index

Index in alphabetical order

Subject Where to find in the policy Page
number(s)
Pre-Existing conditions Vet fees 10
Putting your pet to sleep Vets fees/death by accident/death by illness 13-14
Quarantine costs Travel 23
Someone to talk to if your pet is ill or dies How to contact us, counselling helpline 5
Someone to talk to if your pet is lost or has been How to contact us, counselling helpline 5
stolen
Stolen pets Lost or stolen pets 17
Theft of your pet Lost or stolen pets 17
Travelling abroad Travel 21-25
Travelling in the UK, healthcare when you are away How to contact us, vetfone helpline 5
from home
Travelling to a different vet Expenses for referral to another vet 14
Trip cancellation Travel 24
Trip delay in coming home Travel 23
Trip cut short Travel 24
Vet referral helpline How to contact us 5
Veterinary fees cover in the UK Vet fees 10-12
Veterinary fees cover in the EU Vet fees/Travel 21-25
Words with special meanings Words with special meanings 9
Worming repeat treatment Travel 22

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 453540K (06/21)

John Lewis Insurance is a trading name of John Lewis plc. Registered in England no. 00233462. Registered
office 171 Victoria Street London SW1E 5NN. John Lewis plc is an appointed representative of Royal & Sun
Alliance Insurance Ltd. John Lewis Pet Insurance is underwritten by Royal & Sun Alliance Insurance Ltd (No.
93792). Registered in England and Wales at St. Mark’s Court, Chart Way, Horsham, West Sussex, RH12
1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority
and the Prudential Regulation Authority. Calls may be recorded and monitored.

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