policy booklet standard & value - tesco · 2012. 9. 28. · tesco pet insurance policy 3...

PolicyBookletStandard& Value

WELCOME TO TESCO PET INSURANCE

ContentsPage

Customer Service and Complaints Procedure 2

Tesco Pet Insurance Policy 3

Definitions of terms used in Your Policy 4-5

Cover limits – quick summary table 6

Section 1 - Veterinary Fees Cover 7-10

Section 2 - Accidental Death of the insured animal 11

Section 3 - Death of the insured animal from Illness 12-13

Section 4 - Loss due to Theft or Straying (going missing) 14

Section 5 - Advertising, reward & repatriation (returning your pet) 15

Section 6 - Hospitalisation of owner 16

Section 7 - Third party liability 17-18

Section 8 - Holiday cancellation or curtailment 19

Conditions which apply to the whole of the Policy 20-22

Exclusions which apply to the whole of the Policy 23-24

Making a Claim 25

What to do if You need other advice 25

Data Protection Notice 26-27

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RSA Insurance Ireland Limited (RSA) iscommitted to providing our customers witha high standard of service at all times.

Customer Complaints ProcedureWe aim to provide the highest quality ofcustomer service at all times. We are eager therefore to learn about anyaspect of our service or products notmeeting customer expectations.If You have a complaint in connection withour service, the details of Your policy ortreatment of a claim, please contact ourCustomer Service Manager:

• Customer Service Feedback Team Tesco Pet InsurancePO BOX 384Tuam Road GalwayTelephone no: 1850 665 775

If the issue is not resolved to Yoursatisfaction, You can refer Your complaint to:• Insurance Information Service

Irish Insurance Federation39 Molesworth Street Dublin 2 Telephone no: 00 353 1 6761914

Following the above procedures does notin any way affect Your right to take legalaction.

You may also be eligible to refer Yourcomplaint to the Financial ServicesOmbudsman’s Bureau. Please see theFinancial Ombudsman’s Bureau website forfurther information.• Financial Services Ombudsman’s Bureau

3rd Floor Lincoln House Lincoln Place Dublin 2 Telephone no: 1890 882090 or (outside Ireland Telephone no: 00 353 1 6620899)http://www.financialombudsman.ie/

Please be aware You may only appeal aFinancial Services Ombudsman’s Bureaufinding to the High Court. RSA will not bearthe cost of You appealing the findings of theFinancial Service Ombudsman

RSA Customer Service

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Additional Information (not forming part of Your contract)

This Policy (and the schedule which forms an integral part of the Policy) is a legal contract.Please examine it thoroughly to ensure that it meets Your requirements. If it does not,please contact Us immediately. Please note that You are required to inform us immediately of any material facts or changes.Failure to do so may invalidate Your policy or result in certain covers not operating fully. IfYou are in any doubt as to whether a fact or change is material or not, please contact Us. Your Insurer is RSA Insurance Ireland Limited t/a RSA. RSA Insurance Ireland Limited (referred to as the Company for the rest of this page) andYou agree that (a) this Policy, the Schedule (including any Schedule issued in substitution) and any

Endorsements is the contract of insurance and any word or expression that is specifically defined on pages 4 and 5 shall have that meaning wherever it appears.

(b) the Company has relied on the information provided by You in the Statement of Fact, Your correspondence and all other communications from You, in providing the insurance. The information contained in the Statement of Fact is part of Your contract. Any additional information supplied by You may also be incorporated into the contract.

(c) the Company shall provide the insurance described in the contract subject to the terms and conditions for the Period of Insurance shown in the Schedule and any subsequent period for which You shall pay and the Company shall agree to accept the premium.

(d) all monies which become or may become payable by the Company under the contractwill be paid in the Republic of Ireland.

(e) all amounts and monies in the contract are stated in Euro currency unless specifically stated to the contrary. The monies shall be paid or payable in this currency.

(f) You and the Company are permitted to choose the law applicable to the contract. This Policy shall be governed by Irish Law and all communications between you and the Company will be in English.

(g) Stamp Duty has been or will be paid in accordance with the provisions of Section 5 of the Stamp Duties Consolidation Act 1999 (as amended).

(h) The Geographical limit of the policy is The Republic of Ireland.(i) Misrepresentation or non disclosure of a Material Fact in order to obtain insurance

may be considered fraud. We may provide details of any such fraud to the appropriate authorities and this may result in prosecution.

Provided that this contract shall not be in force unless it has been signed by an authorisedofficial of the Company

Philip SmithChief Executive OfficerRSA Insurance Ireland Limited

RSA is a registered business name of RSA Insurance Ireland Limited. RSA Insurance Ireland Limited is regulated by theCentral Bank of Ireland and is a private company limited by shares registered in Ireland under number 148094 with

registered office at RSA House, Dundrum Town Centre, Sandyford Road, Dundrum, Dublin 16.The Directors are Simon Lee (British), Philip Smith, Fergus Clancy, Roy Keenan, Orlagh Hunt,

Jack McIlduff, Iain Walsh, Paul Kierans and Rory O’Connor.

TESCO PET INSURANCE POLICY

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(The Conditions and Exclusions which apply to your whole policy are shown on Pages 20 - 24)

DEFINITIONSCertain words or expressions used in Your policy have a particular meaning wherever theyappear. We explain these below and they are in upper case from now on whenever theyappear in the policy.

DEFINITIONS are listed in alphabetical order

Accident A sudden, unforeseen, and unintended event causing Injury to Your Pet.

Clinical Signs Any changes in Your Pet’s normal healthy state, its bodily functions orbehaviour.

Complementary Physiotherapy, osteopathy, Hydrotherapy or chiropractic care Therapy carried out, following referral from a Vet, by a member of one of the

following organisations: • Association of Chartered Physiotherapists in Animal Therapy

(ACPAT)• National Association of Veterinary Physiotherapists (NAVP)• The International Association of Animal Therapists (IAAT)• Canine Hydrotherapy Association (CHA)• International Veterinary Acupuncture Society (IVAS)• Institute of Registered Veterinary and Animal Physiotherapists

(IRVAP)

Condition Any Injury, illness or disease, or any Clinical Signs or signs of Injury, illness or disease, including related problems.

Emergency Sudden and unexpected injury or illness requiring immediatehospitalisation of the Policyholder.

Endorsements Changes in the terms of Your policy. These may be in this booklet or maybe added in other documents such as Your schedule or a separate letteror memorandum.

Hydrotherapy Swimming and water treadmill sessions.

Incident A sudden, unforeseen, and unintended event causing injury to anotherperson or damage to their property.

Injury Damage to one or more parts of Your Pet’s body as a result of anAccident.

Material Fact Any fact which would influence the insurer in accepting or declining arisk or in fixing the premium or terms and conditions of the contract.

Period of Insurance The period of time covered by this policy, as shown in the policyschedule, and any further period that we agree to insure You for.

Pet The cat or dog named in the policy schedule.

Pre-existing Condition Any Condition or signs of Injury, illness or disease, which happened orexisted before the start date shown on Your policy schedule.

Recurring Condition A Condition that may return, or one that the Pet may be prone to sufferfrom, no matter how many times it returns or affects different areas ofthe body.

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DEFINITIONSTerritorial Limits The Republic of Ireland.

Treatment Any examination, consultation, advice, tests, x-rays, surgery, prescribeddrugs or medication, nursing or care which is needed and provided by aVet or an employee of a Vet practice under a Vet’s supervision during aPeriod of Insurance.

Vet A qualified veterinary surgeon currently registered to practise in thecountry in which Treatment is received.

Veterinary Fees Reasonable and necessary fees charged by a Vet to provide Treatment ofa Condition.

We, Us, Our RSA Insurance Ireland Limited

You, Your The person named on the schedule who is responsible for the Pet.

Your Family Your husband, wife, partner, children, parents or other relatives whonormally live with You.


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COVER LIMITS - QUICK SUMMARY TABLE

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Section of cover For Value cover We will pay: For Standard cover We will pay:Veterinary Fees cover(Cover for each Condition)

Up to a maximum of €2,500 for up to 12 months including up to €500Complementary Therapy.

A maximum of 4 Conditions covered in a12 month period.

The policyholder will not be able to claimon the policy for the same Condition oncethe maximum limit is reached or after 12months has passed from the first date ofTreatment for the Condition.

Cover is only provided so long as thepolicy remains in force.

Up to €4,000 (no time limit) including up to€1,000 Complementary Therapy.

The Condition will not be covered once themaximum limit is reached. There is no time limiton how long the claim can last.

Cover is only provided so long as the policyremains in force.

Accidental death of the insuredanimal

Not applicable to Value Cover. The purchase price as shown in the policyschedule (up to €1,000). (You must be able to provide Us with proof ofwhat You paid for Your Pet in the event of a claimor Your claim will be affected)

Death of the insured animalfrom Illness

Not applicable to Value Cover. The purchase price as shown in the policyschedule (up to €1,000). (You must be able to provide Us with proof ofwhat You paid for Your Pet in the event of a claimor Your claim will be affected)

Theft or straying (going missing) Not applicable to Value Cover. The purchase price as shown in the policyschedule (up to €1,000) if not found within 45days. (You must be able to provide Us with proofof what You paid for Your Pet in the event of aclaim or Your claim will be affected)

Advertising, reward andrepatriation (returning Your Pet)

Not applicable to Value Cover. Up to €750 (including up to €200 for a reward).

Emergency Hospitalisation ofowner (if You go into hospitalfor at least 4 days)

Not applicable to Value Cover. Up to €1,000.

Third party liability (dogs only) Up to €500,000. Up to €1,000,000.

Holiday cancellation orcurtailment (cancelling orcutting short Your holiday)

Not applicable to Value Cover Up to €1,000.

Please note this summary is not a full reflection of the cover applicable to Your policy. Please readthis in conjunction with Your policy schedule and the rest of this policy booklet. Full detail on eachsection of cover in this table is available in its dedicated section within this policy document.

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The following will apply

1 Standard cover - We will pay up to€4,000 per Condition including up to €1,000 Complementary Therapy. Under the Standard cover there is no time limit on claiming.

2 Value cover - We will pay up to €2,500 per Condition including up to €500 Complementary Therapy. Under the Value cover We will only cover each Condition for the 12 months immediately following the first date of Treatment.

3 Value cover - We will not pay for Treatment or Complementary Therapy for more than four new Conditions during any Period of Insurance.

4 If two or more claims are first believed to be separate Conditions but We later consider them to be a Recurring Condition or related Condition, We willadd up the amounts We have paid for all these claims and not make any morepayments during the life of Your Pet once We have paid up to the limits described in 1 (if you have Standard cover), 2 and 3 (if you have Value cover)above.

5 You must pay the excess shown on Yourpolicy schedule for each claim You makethat relates to a different Condition.

Exclusions

We will not pay for the following.

1 The cost of any:• preventative or non-essential

Treatment, tests or diagnostic procedures;

• prescribed non-specific health improvers;

• routine examinations or tests;• bathing; or• de-matting.

2 The cost of any Treatment for :• an Injury that happened or an illness

that first showed Clinical Signs before Your Pet’s insurance started; or,

• an Injury or illness that is the same as, or has the same diagnosis or Clinical Signs as an Injury, illness or Clinical Sign Your Pet had before Your Pet’s insurance started;or,

• an Injury or illness that is caused by, relates to or results from an Injury, illness or Clinical Sign Your Pet had before Your Pet’s insurance started;no matter where the Injury, illness or Clinical Signs are noticed or happen in, or on Your Pet’s body.

3 The cost of any Treatment for :• an illness that first showed Clinical

Signs within 14 days of the date YourPet’s insurance started; or,

• an illness which is the same as, or has the same diagnosis or Clinical Signs as an illness that first showed Clinical Signs within 14 days of the date Your Pet’s insurance started; or,

• an Injury or illness that is caused by, relates to or results from a Clinical

We will refund any Veterinary Fees that You have to pay for Treatment or ComplementaryTherapy for Your Pet for a Condition that first started during a Period of Insurance. You willonly be eligible to receive refunds for Treatment or Complementary Therapy whilst Youcontinue to pay the premium and this policy is in force.

SECTION 1 - Veterinary Fees Cover


Veterinary Fees Cover

Exclusions


Sign that was first noticed, or an illness that first showed Clinical Signs,within 14 days of the date Your Pet’s insurance started;no matter where the illness is noticed or happens in, or on Your Pet’s body.

4 We will not pay for any Treatment or Complementary Therapy Your Pet receives during a Period of Insurance if We have not received the agreed premium for that Period of Insurance.

5 We will not cover any Treatment costs that as a Pet owner You would expect to have to pay anyway, such as (but not limited to) vaccinations, flea treatment, wormers, nail clipping, spaying and castration.

6 We will not cover any Treatment that is in any way connected with Your Pet beingpregnant, giving birth or rearing puppies or kittens.

7 We will not cover house calls or out-of-hours calls or for Your Pet to stay at the Vet’s surgery, unless the Vet can confirm in writing that it was absolutely essential and that not taking that action would have seriously worsened Your Pet’s condition.

8 We will not cover the cost of having YourPet put to sleep (euthanasia) or cremated or disposing of Your Pet’s remains.

9 We will not pay the cost of any Treatment to, or related to, teeth or gums unless:

• it is damage caused by an Accident;

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Exclusions


or,

• an underlying illness or disease has been proved to have been the direct cause of the tooth or gum problem.

10 We will not cover any Condition or Treatment arising as a result of tooth or gum disease.

11 We will not cover the cost of routine or investigative tests unless these are todiagnose a Condition.

12 We will not cover the cost of any food.

13 We will not cover any form of housing (such as a cage or basket) or bedding, whether You have bought or hired it.

14 We will not cover any referral, second opinion or specialist Treatment or fees unless We have specifically agreed to it.

15 We will not cover Treatment for behavioural problems, training or therapy or for any Conditions arising asa result of behavioural problems.

16 We will not cover any Condition whichfirst happens or is caught while Your Petis outside the Republic of Ireland.

17 We will not cover any Treatment for a Condition if:

• You have not told Us about the Condition within three months of Your Pet’s first Treatment for the Condition; or

• a claim has not been sent to Us within 12 months of Your Pet’s first Treatment for the Condition.

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Claims conditions

1 We must receive a fully filled-in claim form before We can settle a claim. Please make sure You and Your Vet fills in each part of the form and give Us any information We may need.

2 You must keep all invoices and receipts that Your Vet gives You in connection with Your claim and send these to Us with Your claim form. To speed up the assessment of any claims, please send Us a complete medical history for Your Pet.

3 We may need a differential diagnosis (i.e. another Vet’s opinion) before being able to pay a claim.

Exclusions


18 We will not cover the cost of Hydrotherapy unless this is used to promote muscle, tendon and cartilage regeneration immediately before or after surgery.

19 We will not cover the cost of Treatment You choose for Your Pet thatis not as a result of an Injury or illness.



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SECTION 2 - Accidental Death of the insured animal

This section is not applicable to Value cover.

We will pay You the price You paid for Your Pet, shown on Your policy schedule or themaximum benefit limit noted on the Schedule (whichever is the lesser), if it dies during aPeriod of Insurance following an accidental Injury to the outside of its body.

Exclusions


1 If Your Pet has to be put to sleepfollowing an accidental Injury, unless YourVet provides written confirmation that itwas essential to prevent the animal fromsuffering.

2 More than You paid for Your Pet.3 Unexpected or sudden death that

cannot be proved to have arisen froman accidental Injury to the outside ofYour Pet’s body.

4 If the death results from an Injury thathappened or first showed Clinical Signsbefore Your Pet's insurance started.

5 We will not cover the cost of havingYour Pet cremated or disposing of YourPet’s remains.

Claims conditions

1 You must provide Us with proof of what You paid for Your Pet. If You are unable to provide proof of what You paid for Your Pet, You will receive a maximum payment of €50 for cats and €90 for dogs.

2 You must give Us written confirmation from a Vet, or if the Pet has died at the scene of the Accident, a statement from an independent witness (if present) that Your Pet has died as a result of an external accidental Injury.

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Exclusions


1 Any amount as a result of;• an illness that first showed Clinical

Signs before Your Pet’s insurance started; or,

• any costs as a result of an illness which is the same as, or has the same diagnosis or Clinical Signs as an illness that first showed Clinical Signs before Your Pet’s insurance started, or ;

• an Injury or illness that is caused by, relates to or results from a Clinical Sign that was first noticed, or an illnessthat first showed Clinical Signs, before Your Pet’s insurance started no matter where the illness or Clinical Signs are noticed or happen in, or on Your Pet’s body.

2 Any amount as a result of;• an illness that first showed Clinical

Signs within 14 days of the date Your Pet’s Insurance started; or,

• any costs as a result of an illness which is the same as, or has the same diagnosis or Clinical Signs as an illness that first showed Clinical Signs within 14 days of the date Your Pet’s insurance started, or ;

• an Injury or illness that is caused by, relates to or results from a Clinical Sign that was first noticed, or an illnessthat first showed Clinical Signs, within

SECTION 3 - Death of the insured animal fromIllness


We will pay the price You paid for Your Pet, shown on Your policy schedule or the maximumbenefit limit noted on the Schedule (whichever is the lesser), if it dies or is put to sleep by aVet during a Period of Insurance following an illness.

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Death of the insured animal from Illness

Exclusions


14 days before Your Pet’s insurance started; no matter where the illness or Clinical Signs are noticed or happen in,or on Your Pet‘s body.

3 Any amount if Your Pet dies or is put tosleep by a Vet as a result of an illnessafter its 9th birthday.

4 Any amount if Your Pet dies or is put tosleep as a result of an illness it should bevaccinated against. You must arrange forYour Pet to be kept vaccinated againstthe following: - Dogs; distemper, hepatitis,

leptospirosis and parvovirus. - Cats; feline infectious enteritis, feline

leukaemia and cat flu.5 Any amount if Your Pet dies or is put to

sleep by a Vet as a result of pregnancy orgiving birth.

6 Any amount if a Vet can treat Your Pet’sillness and it is humane to keep it alive.

7 Any amount if Your Pet is put to sleep asa result of a behavioural disorder.

8 Any amount if Your Pet dies as a result ofany illness while outside the Republic ofIreland.

9 More than You paid for Your Pet.10 We will not cover the cost of having

Your Pet cremated or disposing of YourPet’s remains.

Claims conditions

1 You must provide Us with proof of what You paid for Your Pet. If You are unable to provide proof of what You paid for Your Pet, You will receive a maximum payment of€50 for cats and €90 for dogs.

2 You must advise Us as soon as possible in writing of the illness, but not later than 30 days after Your Pet dies or is put to sleep.

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SECTION 4 - Loss due to theft or Straying (goingmissing)


We will pay You the price You paid for Your Pet, as shown on Your policy schedule or themaximum benefit limit noted on the Schedule (whichever is the lesser), if it is stolen or goesmissing during a Period of Insurance and is not found within 45 days (up to a maximum of€1,000).

Exclusions


1 pay more than You paid for Your Pet; or2 make any payment until more than 45

days after Your Pet first went missing.

Claims conditions

1 If Your Pet is a dog, You must report the loss to the local authority, rescue or welfare centres e.g. An Garda Siochana, Dog Wardens, local vets in Your area, ISPCA; withintwo days of Your dog going missing. We will need to see evidence that You have done this. If Your Pet is a cat, You should report the loss to Your Vet and local rescue centres within 10 days of Your cat going missing. We may ask for confirmation that You have done this.

2 You must provide proof of what You paid for Your Pet. If You are unable to provide proof of what You paid for Your Pet, You will receive a maximum payment of €50 for cats and €90 for dogs.

3 If, after claiming, Your Pet is found or returns, You must notify Us and repay the fullamount We have paid out under this section.

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SECTION 5 : Advertising, reward & repatriation(returning Your Pet)


We will pay up to €750 in any Period of Insurance towards the cost of local advertising tohelp get Your Pet back if it is stolen or goes missing during a Period of Insurance. Thisincludes the cost of getting Your Pet back to Your home address and a reward of up to€200.

Exclusions


1 We will not pay any reward that isclaimed by any member of Your Familyor anyone living with You.

Claims conditions1 If Your Pet is a dog, You must report the loss to the local authority, rescue or welfare

centres e.g. An Garda Siochana, Dog Wardens, local vets in Your area, ISPCA; withintwo days of Your dog going missing. We will need to see evidence that You have donethis. If Your Pet is a cat, You should report the loss to Your Vet and local rescue centreswithin 10 days of Your cat going missing. We may ask for confirmation that You havedone this.

2 If You are claiming for paying a reward, We will need:

• documents as evidence that You advertised the reward for finding Your Pet; and

• written confirmation with full contact details from the person You paid the reward to. Or, if You prefer, We can pay the reward directly to them.

3 We will need to see receipts and examples of advertising for any expenses You want to claim.

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SECTION 6 : Hospitalisation of owner


We will pay up to €1,000 in any Period of Insurance, towards costs You have to pay to haveYour Pet looked after by a licensed kennel, cattery or pet-minding service if You have to gointo hospital for Emergency medical treatment for more than four days in a row during aPeriod of Insurance.

Exclusions


1 Costs if You knew before the start dateof the insurance that You were likely toneed to go into hospital.

2 Costs as a result of any hospital stay thatis not on the advice of a doctor,specialist or consultant.

3 Costs as a result of nursing home careor from convalescence care that You donot receive in a hospital.

Claims conditions

1 You must keep all receipts from the boarding kennel, cattery or person responsible for looking after Your Pet, showing dates and expenses, and send these to Us with Your claim form.

2 You must get confirmation from Your doctor or the hospital treating You of the dates of Your hospital stay and the condition that has led to this.

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SECTION 7 : Third party liability

Please note this section only applies to dogs.

Where property is damaged or someone is killed, injured or becomes ill as a result of anincident involving Your dog within the Territorial Limits and You are legally responsible We shallpay up to the cover limits set out below in respect of:

1. Compensation and the claimant’s costs and expenses;2. The legal cost and expenses of defending a claim made against You under this Section.

Under Standard cover the cover limit is €1m and this is the maximum sum We will payunder this section in any Period of Insurance and is inclusive of all legal costs and expenses.

Under Value cover the cover limit is €500,000 and this is the maximum sum We will payunder this section in any Period of Insurance and is inclusive of all legal costs and expenses.

Exclusions


1 The first €250 of each claim for damageto property.

2 Any compensation, costs or expensesfor Injury or death to You, any memberof Your Family, anyone who lives withYou or anyone working with You or forYou.

3 Any compensation, costs or expensesthat result from damage to propertybelonging to You or any member of YourFamily, anyone who lives with You, oranyone who works with You or for You.

4 Any compensation, costs or expenses ifYou, any member of Your Family, personliving with You, working with You or forYou is either responsible for or is lookingafter the property that is damaged.

5 Any compensation, costs or expensesthat are as a result of Your profession,business or employment.

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Third party liability

Exclusions


6 Any compensation, costs or expenses ifWe have not agreed to these before Youpaid or agreed to pay them.

7 Any fines or penalties.8 Any claim as a result of Your dog

worrying livestock.9 Where a claim is covered by this policy

and is also covered by any otherinsurance, We will only pay Our fairshare. Our share will be determined byreference to the cover provided undereach of the relevant policies.

Claims conditions

1 You must not admit liability or make an offer or promise of payment without Our written permission.

2 You must tell Us straightaway about any Incident that happens that could result in a claim.

3 You must send Us straightaway any writ, summons, legal documents or other communication You receive.

4 You must not reply, without Our permission, to any communication You receive.

5 You must find out whether there is any other insurance policy available under which You could claim.

6 In handling a claim under this section, we may decide to pay the full amount covered less any amounts already paid, and having done so take no further part in the handling of that claim.

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SECTION 8: Holiday cancellation or curtailment


We will pay You up to €1,000 in any Period of Insurance for expenses that You cannot getback from anywhere else if You have to cancel Your holiday, or for extra expenses to get Youhome if You have to cut short Your holiday, during a Period of Insurance because Your Pet:

1 goes missing while You are away or in the seven-day period before going away; or

2 needs sudden and unexpected life-saving Treatment (without which Your Pet woulddie), while You are away or in the seven-day period before going away.

Exclusions


1 Any claim resulting from a Condition Youknew about before booking Your holidayor before You took insurance out withUs.

2 Any claim if Treatment could have beenprovided eight days or more before Youwere due to go away and by having thatTreatment the life-saving Treatment couldhave been avoided.

Claims conditions

1 You must support Your claim with documents showing when You booked and then cancelled or cut short Your holiday, and the dates You took these actions.

2 You must give Us all documents and proof that You cannot get these expenses back from anywhere else.

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1 Keeping to the policy conditionsa Your Pet must not be less than

eight weeks old, or older than the age set out in the policy schedule, on the start date of the insurance.

b Your Pet must be in good health on the start date of the insurance.

c You and Your Pet must live at the address shown on Your policy schedule.

d You must take proper care of Your Pet at all times and pay to have anyTreatment normally recommendedby a Vet to prevent illness or Injury.

e If You fail to keep the Conditions of this insurance, all cover may be invalid from the start date of the insurance.

f You agree that We may see all records that any Vet has about YourPet.

2 Claimsa Wherever possible You must

contact Us before You pay or agreeto pay any costs for which You maywant to claim.

b Where possible You must provide and pay where necessary for all theinformation, documents and help that We need. This includes Vet certificates and records and details of any other relevant insurance that may apply.

c If You or anyone acting on Your behalf makes a false, fraudulent or exaggerated claim or any claim

involving dishonesty, We will reject it and cancel this policy.

d We may take over and deal with, in Your name, any claim made under this policy.

e It is Your responsibility to find out what has been presented on a claim whether by a Vet or anyone else.

f We reserve the right to challenge any cost or Treatment We do not consider reasonable or necessary.

g You must provide Us with the assistance and information We require if Your Pet dies as result of an event involving another person or another person’s pet.

h If Your policy is cancelled mid-termor is not renewed, claim payments will be covered where an insured event or date of Treatment has occurred and been notified to Us before the cancellation or lapse date. Claims made for anything thatoccurs after the cancellation or lapse date will not be covered – even if the benefit limit for an existing Condition (either by time or cost) has not been reached.

3 We may do the followinga We may release information about

Your Pet insurance policy to any Vet who has either treated Your Pet or is about to treat Your Pet.

b We may take over and carry out in Your name (or on behalf of any

THE FOLLOWING CONDITIONS APPLY TO THEWHOLE OF THE POLICYThese are the conditions of the insurance You will need to meet as Your part of thiscontract. If You do not We may cancel Your insurance, a claim may be rejected or paymentcould be reduced. In some circumstances Your policy may be invalid. You should also readthe Claims Conditions under each section of the policy.

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person looking after or handling Your Pet with Your permission or knowledge under section 7 of this policy) legal proceedings to defend or settle any claim, or to prosecute in Your name (or the name of another person) any claim for Our own benefit. We will decide how any proceedings are carried out or how any claim is settled.

c If We have to meet any legal liabilities under this insurance by the law of a country this policy provides insurance for, We have the right to ask You (or any other person) to repay Us if You have not kept to the terms, conditions and exceptions of this policy.

4 Resolving Disputesa If Your Vet and Our Vet disagree, an

independent Vet, agreed by both sides, will act as an arbitrator. Their decision will be final.

5 Other insurancea We will not make any payment for

any claim that results from an Incident covered by other insurance, except as set out under Section 2.

6 Mid term changesa You may add or delete a Pet from

Your policy at any time, subject to Our agreement, and if you pay monthly We may change Your monthly premium when the next payment is due. If you have already paid the full premium, we will require an additional premium to

cover any additional Pets.

b You must tell Us within 30 days as soon as You know about any of thefollowing changes:• You are going to move home;• You are no longer the owner of

the Pet;• Your Pet stops living with You at

Your home;• Your Pet has been used for

racing;• Your Pet has had complaints

made about its behaviour;• Your Pet has been the cause of

an Accident or legal action;• Your Pet has been trained to

attack;• Your Pet has been used for

security purposes or as a guarddog;

• Your Pet is used for monetary gain or in connection with any trade or business, commercial purposes, breeding or as a gun-dog;

• Your Pet is neutered or spayed.

We may re-assess Your cover andpremiums when We are told aboutchanges in Your circumstances. If You do not tell Us about changes or give Us incorrect information, the wrong terms may be quoted, a claim may be rejected or payment could be reduced. In some circumstances Your policy may be invalid, and You may not be entitledto a refund of premium.

Where any change to the cover

THE FOLLOWING CONDITIONS APPLY TO THEWHOLE OF THE POLICY

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provided by Your Policy and agreed byUs, results in additional premiumpayable by You to Us of not more than€15, inclusive of levy, then We will notcharge You in respect of suchadditional premium.

Where any change to the coverprovided by Your Policy and agreed byUs, results in a rebate due to You fromUs of not more than €15, inclusive oflevy, then We will not refund You inrespect of such return premium.

7 Cancellationa You can send back Your policy to

Us within 14 days and We will refund Your Premium less an amount in respect of fixed expenses, provided You have not made any claim during the 14 day period. Should You decide to returnthe Policy to Us, You will not be able to make a claim at a later date.

b We will cancel Your cover if You do not pay Your premium. Your premium includes an amount for fixed expenses and is non-refundable.

c We may cancel this policy by sending 10 days notice, or, in the case of cancellation due to a defaultof instalment payments, 21 days notice, to You at Your last known address. You would be entitled to a

proportional refund of any unexpired premium, less an amountin respect of fixed expenses, providing no claims had been madein that Period of Insurance.

d You may cancel this policy at any time by contacting Us on 1850 665775. When You contact Us, You will be advised of any refund due or additional payment to be made. Youshould also instruct Your bank to cancel Your direct debit arrangement. Written confirmation from You of the cancellation of Your policy is required.

THE FOLLOWING CONDITIONS APPLY TO THEWHOLE OF THE POLICY

22

You should also read the exclusions undereach section of the policy.


1 Any claims under any section of thepolicy if You have not paid thepremium.

2 Any claim for or in connection withany illness or disease arising during thefirst 14 days of Your Pet beingcovered.

3 Any claim that is in any way connectedto a Pre-existing Condition.

4 Any claim as a result of a Conditionthat a routine vaccination is availablefor, unless Treatment is neededbecause the vaccine has not worked.

5 Any claim that is in any way linked tovicious tendencies or behaviouralproblems Your Pet showed signs ofbefore cover started.

6 Any indirect loss, unless specificallycovered by the policy, including but notlimited to the cost of transporting YourPet to a Vet, loss of earnings due totime off work or the cost of Petmobility aids.

7 Any claim as a result of a malicious act,deliberate Injury or negligence by Youor any of Your Family.

8 The following dogs are specificallyexcluded from cover under anysection of this policy:• American Bandogge/Bandogge

Mastiff, American Bull Dogs, American Pit Bull Terriers, AmericanStaffordshire Bull Terriers, ArgentineDogos, Bull Mastiff, Canary Dogs, Cane Corsos, Czechoslovakian Wolfdogs, Doberman Pinscher,

Dogo Argentinos, Dogue Brasileros,English Bull Terrier, Fila Brasileiro, German Shepherd (Alsatian), Irish Staffordshire Bull Terriers, Japanese Akita, Japanese Tosas, Korean Jindo, Northern Inuit Dogs, Perro de Pressa Canarios, Pit Bull Terriers, Presa Canarios, Rhodesian Ridgeback, Rottweiler, Saarlloswolfhonden, Sharpei, Tosa Inus, Utonagans.

• Racing greyhounds, racing whippets,a wolf or wolf hybrid.

• Any dog that is specifically referred to in the Control of Dogs Act 1986,Control of Dogs (Amendment) Act1992 and Control of Dogs Regulations 1998 or any changes tothose laws.

• Any dog crossbred with the above breeds, regardless of how far back in its lineage, if known.

9 Any claim where Your Pet has beenused for commercial, guard or securitypurposes, working purposes or forracing (unless We have agreed theirworking status).

10 Any claim as a result of Your Petworrying livestock.

11 Any loss where European Union orIrish animal health or import legislationhave been broken by You or any ofYour Family.

12 Any claim where Your Pet is destroyedunder a court order or is destroyed orinjured by someone acting with thelegal power to do so.

13 Any claim as a result of radioactivecontamination, terrorism, war, hostilitiesor riot.

14 Any claim caused by or in any wayrelated to a Condition that is excluded

THE FOLLOWING EXCLUSIONS APPLY TO THEWHOLE POLICY

23

either on Your policy schedule, in aseparate endorsement letter ormemoranda.

15 Any claim as a result of an occurrencethat happened outside of the Republicof Ireland.

16 More than the maximum amountsshown in each section (including VAT ifthis is due).

17 Any claim as a result of a disease suchas (but not limited to) rabies, that is anotifiable disease under the Diseasesof Animal Act (1966) or any changesto that law.

18 Criminal proceeding or fines.

THE FOLLOWING EXCLUSIONS APPLY TO THEWHOLE POLICY

24

If You need to make a claim or have aquestion about Your policy, please give Ourfriendly and helpful team a ring. We’reready and waiting to take Your call.

Claim helpline – 1850 665 775. Lines areopen between 9am and 5pm Monday toFriday.

Please keep all receipts and invoicesforming part of Your claim and send themwith the completed claim form and anyother documents to support Your claim.

For a claim under the following sections ofcover Your Vet may have to supplyinformation, at Your own expense, tosupport Your claim:

• Section 1 - Veterinary Fees Cover;• Section 2 - Accidental Death of the

insured animal;• Section 3 - Death of the Insured

Animal by Illness and;• Section 4 - Loss due to Theft or

Straying (going missing).

For more help and information on how toclaim, please see the claims Conditionsrelating to each section of the policy.

Our aim is to deal with Your claim promptly,efficiently and fairly. At all times We will tryto provide You with the highest standard ofservice. If You have any comment orcomplaint or if Our service has not metYour expectations please do let Us know.

WHAT TO DO IF YOU NEED OTHERADVICEAs well as looking after Your Pet, We knowthere are times when You may need a littlehelp or advice. That’s why We offer a handyhelpline, open 24 hours a day, seven days aweek, so there’s always someone available,no matter what time of day.

If You are worried about Your Pet’s healthat any time, please give Vetfone a call. It’s a24-hour freephone veterinary advice linemanned with qualified veterinary nurseswho will offer You advice about Your Pet’shealth. Vetfone will advise if Your Pet needsto visit a Vet and how quickly which maysave You the cost of unnecessary Vet bills.

MAKING A CLAIM

25

WHO WE ARETesco Personal Finance plc (trading as, andhereinafter described as, Tesco Bank) acts asthe intermediary for this policy. The policyis administered and underwritten by RSAInsurance Ireland Limited (RSA).

You are giving your personal data to TescoBank, which is part of the Tesco Group ofcompanies (“the Tesco Group”) and RSA,which is a member of the RSA Group ofcompanies (“the RSA Group”). In this dataprotection notice ‘we’, ‘us’ and ‘our’ refers toRSA, the RSA Group, Tesco Bank and theTesco Group unless otherwise stated.

HOW YOUR PERSONAL DATA WILL BEUSED AND WHO WE SHARE IT WITH

Your personal data comprises of all thedetails we hold about you and yourtransactions and includes informationobtained from third parties. This willinclude all of the details you have providedeither in your telephone or onlineinsurance application such as your name,age, insurance details etc and all details usedin the administration of your policy.

Any information obtained from thirdparties will be used only for the purposesset out in this data protection notice.

If you contact us electronically, we maycollect your electronic information identifiere.g. Internet Protocol (IP) address ortelephone number supplied by your serviceprovider.

We may use and share your personal datawith other members of the RSA Groupand the Tesco Group to:

• assess financial and insurance risks;• recover debt;• prevent and detect crime;• develop our services, systems and

relationships with you;• understand our customers’

requirements;• develop and test products and

services.

WE DO NOT DISCLOSE YOURPERSONAL DATA TO ANYONEOUTSIDE THE RSA GROUP AND THETESCO GROUP EXCEPT:

• where we have your permission; or• to credit reference and fraud

prevention agencies and other companies that provide a service to us,our partners or you for the purposes of fraud prevention and assessing your application; or

• where Tesco Bank invites you to renew your insurance with another insurer ; or• to third parties involved in the

assessment, administration or investigation of a claim; or

• to sub-contractors and re-insurers;or

• where we are otherwise required or permitted to do so by law

We may transfer your personal data toother countries, including to countriesoutside the EEA where the level of dataprotection may not be as high as in the UKor Ireland, but we will only do this on thebasis that any party to whom we pass itprovides an adequate level of protection. Insuch cases, the RSA Group and the TescoGroup will ensure it is kept securely andused only for the purposes for which youhave agreed to provide it. Details of thecompanies and countries involved can beprovided on request.

Tesco Bank would like to keep youinformed by telephone, post, text or emailof selected products and services fromthem. RSA would like to keep you informedby telephone, post, text or email of TescoInsurance products and services. If you

DATA PROTECTION NOTICE - YOUR INFORMATION

26

would prefer not to receive thisinformation from us, and have notpreviously advised us of this, please let usknow when you contact us.

From time to time we may change the waywe use your personal data. Where webelieve you may not reasonably expectsuch a change we shall write to you. If youdo not object, you will consent to thatchange.

We will not keep your personal data forlonger than is necessary.

Calls to our service centres may berecorded and monitored for qualityassurance and verification purposes.

FRAUD PREVENTION, DETECTION &CLAIMS HISTORY

In order to prevent and detect fraud andthe non-disclosure of relevant informationRSA may at any time:

- share information about you with companies within the RSA Group and other organisations outside the RSA Group including where applicable private investigators and public bodies including An Garda Síochána;

- check and / or file your details with fraud prevention agencies and databases and, if you give us false or inaccurate information and we suspect fraud, we will record this.

RSA may also search these agencies anddatabases to:

• help make decisions about the provision and administration of insurance, credit and related services for you ;

• trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or

insurance policies;• check your identity to prevent

money laundering, unless you furnish us with other satisfactory proof of identity;

• undertake credit searches and additional fraud searches.

INSURANCE DATABASE

RSA subscribes to the Insurance Linkdatabase, the Irish Insurance Federation’sdatabase for fraud prevention purposes andto check against non-disclosure. Under theconditions of your insurance policy, youmust tell us about any incident which mayor may not give rise to a claim. When youtell us about an incident, we will passinformation relating to it and you toInsurance Link. We may request informationabout you and your claims history and / orshare information we hold about you andyour claims history with other insurancecompanies directly, their agents and withany other intermediary acting for you. Inassessing any claims made, we mayundertake checks against publicly availableinformation we hold about you and yourclaims history.

SENSITIVE PERSONAL DATA

Some of the information we ask you formay be sensitive personal data, as definedby the Data Protection Acts 1998 and2003 (such as information about health orcriminal convictions). We will not use suchsensitive personal data about you or othersexcept for the specific purpose for whichyou have agreed to provide it and to carryout the services described in your policydocuments. Please ensure that you onlyprovide us with sensitive personal dataabout other people with their agreement.

DATA PROTECTION NOTICE

27

On payment of a small fee, you are entitledto receive a copy of the information RSAhold about you. If you have any questions,or you would like to find out more aboutthis notice you can write to:

The Data Protection Officer,RSA Insurance Ireland Ltd,Dundrum Town Centre,Sandyford Road,Dundrum,Dublin 16

On payment of a small fee, you are entitledto receive a copy of the information TescoBank hold about you. If you have anyquestions, or you would like to find outmore about this notice you can write to:

The Data Protection OfficerRisk TeamTesco Personal Finance plcInterpoint Building22 Haymarket YardsEdinburghEH12 5BH.

You are entitled to have any inaccurateinformation that we hold about yourectified or deleted.

HOW TO CONTACT US

28

RS-PE1001 (06/11)

Tesco Pet Insurance is arranged by Tesco Personal Finance plc (trading as Tesco Bank). It is underwritten and administered by RSAInsurance Ireland Limited. Tesco Personal Finance plc (trading as Tesco Bank) acts as an intermediary in the Republic of Ireland, and is authorised and regulated by theFinancial Services Authority in the United Kingdom. RSA Insurance Ireland Limited is regulated by the Central Bank of Ireland and is aprivate company limited by shares registered in Ireland under number 148094 with registered office at RSA House, Dundrum Town Centre,Sandyford Road, Dundrum, Dublin 16. The Directors are Simon Lee (British), Philip Smith, Fergus Clancy, Roy Keenan, Orlagh Hunt, JackMcIlduff, Iain Walsh, Paul Kierans and Rory O’Connor.

Tesco Pet Insurance aims to provide you with a speedy, efficient and friendly service

If you have a query the number you should call is:

Customer hotline: 1850 665 775

Lines are open between 9am and 8pm Monday to Friday and between 10am and 2pm on Saturday.

CarInsurance

For a quote call 1850 665 775 or visit tesco.ie/finance

Helping you stay on the road for lessLines open 9am8pm Monday to Friday and 10am2pm Saturday. Calls charged at local rates. Calls from mobiles may not be locall.Tesco Car Insurance is arranged by Tesco Personal Finance plc (trading as Tesco Bank), which is authorised and regulated by the Financial Services Authority in the UK and is regulated by the Central Bank of Ireland for conduct of business rules only. The policy is underwritten and administered by RSA Insurance Ireland Limited which is regulated by the Central Bank of Ireland.

policy booklet standard & value - tesco · 2012. 9. 28. · tesco pet insurance policy 3...

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