Every pet deserves

Everything you need to know

Your Covered For Life® Rabbit Plan Pet Insurance Policy BookletPlease read in conjunction with your CertificatesofInsuranceandInsuranceProductInformationDocument(IPID)tounderstandthecoverforyourrabbit

Effective from 23rd February 2018Thisbookletcontains:• YourTermsandConditions• DemandsandNeeds-whoisthisproductsuitablefor?

• FairProcessingNotice-How we use personal data

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WelcomeThank you for insuring with Petplan, we’re delighted you and your rabbit are part of the family.

As the UK’s No.1 pet insurer, we know that owning a rabbit is full of highs and lows. It’s a journey we like to call Pethood, and we’re going to be there to support you and your rabbit on this journey, with personalised advice and handy tips from pet experts and fellow pet owners.

And, if the unexpected happens and you need to make a claim, rest assured we will make it quick and easy for you, so you can focus on your rabbit’s treatment and recovery.

This booklet details the cover your policy provides. Remember, with your Covered For Life® policy the Veterinary Fees are refreshed each year, so you can relax knowing you’ll have help with the cost of unexpected veterinary treatment year after year for as long as it’s needed, if you renew your policy without a break and continue paying your premiums.

Wishing you and your rabbit a happy and healthy year ahead.

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Please contact us if you require a copy of the Policy Booklet in large print or Braille

Contents:Demands and Needs - Who is this product suitable for? 4

Terms and Conditions 4

Definitions 4

Generalconditionsthatapplytoallsectionsofyourpolicy 5

Veterinary Fees 7

ComplementaryTreatment 7

Advertising and Reward 10

Boarding Fees 11

Generalexclusionsthatapplytoallsectionsofyourpolicy 12

Fraud 12

Claiming 12

Makingacomplaint 13

FinancialServicesCompensationScheme 14

Fair Processing Notice – How we use personal data 14

How to contact us 16

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Your Pet Insurance - Terms and ConditionsThedetailsofyour rabbit’scoverareshownintheseTermsandConditions.Thesearepartofyourinsurancecontract. The other parts are your Certificates of Insurance and yourapplication.Tounderstandexactlywhatyour insurance contractcoversyoumustreadyour Certificates of InsuranceandInsuranceProductInformationDocument,together withthesepolicyTermsandConditions.

ThesedefinitionsapplythroughouttheTermsandConditions.Whereweexplainwhatawordmeans,thatwordappearsinboldprintandwhereverusedithasthemeaningstatedinthissection.

Certificates of Insurance: ThedocumentsweprovidewhicharetitledCertificateofInsurancePolicyDetailsand CertificateofInsuranceAnimalDetails.Clinical sign(s): Achange(s)inyour rabbit’snormalhealthystate,bodilyfunctionsorbehaviour.Family: • Yourpartner,whoisyourhusband,wife,civilpartner,girlfriend,boyfriendorotherlife partner, • Your or yourpartner’schildand/orstep-child,and • Your or yourpartner’sparent,grandparent,grandson,granddaughter,brotherand/or sister(includinganystep-sibling).Hydrotherapy: Anytreatmentof injury and illness,with,orin,water,includingswimminginapooland theuseofawatertreadmill.Illness, illnesses: Anychange(s)toanormalhealthystate,sickness,disease,defectsandabnormalities, includingdefectsandabnormalitiesyour rabbitwasbornwithorwerepassedonbyhis/ herparents.Illness which starts in the • Any illness that showed clinical signsinthefirst14daysofyour rabbit’sfirst first 14 days of cover: policy year • Any illnessthathasthesamediagnosisorclinical signs,asanillness that showed clinical signs,inthefirst14daysofyour rabbit’sfirstpolicy year. • Any illnessthatiscausedby,relatesto,orresultsfrom,aclinical sign that was noticedinthefirst14daysofyour rabbit’sfirstpolicy year. • Any illnessthatiscausedby,relatesto,orresultsfroman illness that showed clinical signs,inthefirst14daysofyour rabbit’sfirstpolicy year. Thisappliesinallcasesregardlessofwhethertheclinical signs presentinthesameor differentpartsofyour rabbit’sbody.Injury, injured, injuries: Physicaldamageortraumacausedimmediatelybyanaccident.Notanyphysical damageortraumathathappensoveraperiodoftime.Maximum benefit: Themostwe will pay during the policy year as shown on your Certificates of Insurance.Member of a veterinary Anypersonlegallyemployedbyaveterinarypracticeunderacontractofemployment.practice: Personal circumstances: Circumstancesaboutyou, your family or your rabbit which youhavelimitedorno controlover.Examplesofpersonalcircumstancesare(butnotlimitedto)alackof transport, your rabbit’ssizeorbehaviour,your homeenvironment,your or your family’sworkinghours,yourchild-carearrangements,your family’s other commitmentsetc.Policy year: Thetimeduringwhichwe provide cover as shown on your Certificates of Insurance. Thisisnormally12monthsbutcanbelessifyour rabbithasbeenaddedto,or cancelledfrom,your insurance.Pre-existing condition: • Any injury or illnessthathappenedorfirstshowedclinical signsbeforeyour rabbit’s coverstarted. • Any injury or illnessthathasthesamediagnosisasaninjury, illness or clinical sign your rabbithadbeforeyour rabbit’s coverstarted. • Any injury or illnessthathasthesameclinical signs as an injury, illness or clinical sign your rabbithadbeforeyour rabbit’scoverstarted. • Any injury or illnessthatiscausedby,relatesto,orresultsfrom,aninjury,illness or clinical sign your rabbithadbeforeyour rabbit’scoverstarted. Thisappliesinallcasesregardlessofwhether: • The injury or illnesspresentsinthesame,ordifferentpartsofyour rabbit’sbody. • Youknew,whenstartingcoverforyour rabbit,thatyouwouldneedtomakeaclaim fortheclinical sign/injury/illness. • Weplaceanexclusionfortheclinical sign/injury/illness.

Written in Plain English

Definitions

Petplandoesnotprovideadviceoranypersonalrecommendationabouttheinsuranceproductsoffered.

Demands and Needs – who is this product suitable for?This product meets the demands and needs of a pet owner who wants cover for the ongoing costs of veterinary treatment, for illnesses and injuries, over the life of their pet.

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Therapist: Anypersonwhoisamemberofoneoftheassociations/organisationslistedinthe‘Who needs to carry out Veterinary Fees and Complementary Treatment?’sectiononpage10.UK: TheUnitedKingdom,theIsleofManandtheChannelIslands.Vet: AVeterinarySurgeonwhoisregisteredwiththeRCVS(RoyalCollegeofVeterinary Surgeons).Veterinary treatment: Thecostofthefollowingwhenrequiredtotreatinjury and illness:

• Anyexamination,consultation,advice,diagnosticprocedure,surgeryandnursing carriedoutbyavet,aveterinarynurseoranothermember of a veterinary practice underthesupervisionofavet,and

• Anymedicationlegallyprescribedbyavet.We, us, our: AllianzInsuranceplc.You, your: Thepersonnamedonyour Certificates of Insurance.Your rabbit(s): Therabbit(s)namedonyour Certificates of Insurance.

General conditions that apply to all sections of your policy

1. Precautions Throughout the policy year youmusttakeall

reasonablestepsto: • Maintain your rabbit’shealth. • Provideasecureandsafeenvironmentforyour

rabbit to prevent injury,illness,theftorstraying. Ifwe state that youhavenottakenreasonablesteps

and you disagree,we can appoint an independent nationalwelfareorganisationorvet,mutuallyagreeduponfortheiropinion.Ifyouaskforthistobedone,you agree to accept the independent opinion and we willalsodothesame.We will pay any costs relating to this.

2. Providing routine care – what you need to do You mustmakesurethefollowingcareisprovidedfor

your rabbit: • Dental care – your rabbitmusthaveadental

examinationbya vetatleastonceevery12months. Anytreatmentrecommendedasaresultofthis examinationmustbecarriedoutwithin3monthsof theexaminationtakingplace.

• Preventative actions – youmusttakeanyactions normallyrecommendedbyavet to prevent or reducetheriskofinjury/illness.Examplesofthis are(butnotlimitedto)takingactionstopreventfly strikeandprovidingahealthydiet.

• Vaccinations – your rabbitmustbekept vaccinatedagainstmyxomatosisandviral haemorrhagicdisease.Ifnot,we will not coveranyamountfortheillness which has not beenvaccinatedagainst..

3. Providing timely veterinary attention Ifyour rabbit isunwellandshowssignsofaninjury/

illness youmustarrangeforavet toexamineandtreat your rabbit assoonaspossible.Youmustfollowany advice the vetgives;ifyoudonot,anyclaimrelating to that injury/illnesswillnotbecoveredbythepolicy.

Ifthereisadelayinarrangingveterinary treatment and webelievethisresultedinadditionalcosts,we willnotpaytheadditionalcosts.Ifwe state the delay resulted in additional costs and youdisagree,we can appoint an independent vet,mutuallyagreeduponfortheiropinion.Ifyouaskforthistobedone,you agree to accept the independent opinion and we will also do thesame.Wewillpayanycostsrelatingtothis.

4. Ownership of your rabbit and your residence a)Youmustbetheownerofyour rabbit.Your cover

willstopimmediatelyifownershipistransferredto anotherpersonororganisation.

b)You and your rabbitmustliveintheUK at the address shown on your Certificates of Insurance. Ifyouraddress,ortheaddressofyour rabbit, changes youmusttellusassoonaspossibleas thiscanaffectthecoverwe provide.

5. If your rabbit was unwell before your cover started Your policy will never cover any injury thathappened,

or any illness that showed clinical signs,beforeyour coverstarted.Thisisregardlessofwhether:

• Youknewatthetimeoftakingcoverthatyou would needtomakeaclaimfortheclinical sign,injury or illness.

• Weplaceanexclusionfortheinjury/illness • Weremoveanyexclusion(asinpoint6below). For further details please read the definition

‘pre-existing condition’.

6. Extra exclusions that can apply to the cover for your rabbit

We can place exclusions on your policyatthestartofyour coverbasedonyour rabbit’s veterinary history and your answers to ourquestions.We can also place exclusions during the policy yearbutwe can onlydothisifwe findoutthatduringyour application,when we asked,you did not tell usaboutsomethingor you provided uswithinaccurateinformation(regardlessofwhetherornotyou thought it was accurateatthetime).Inthesecasestheexclusion(s)willbeaddedbacktothestartofyourpolicy.

Anexclusionisacondition,groupofconditionsoreventwhichisusuallycoveredunderthepolicy,butisnotforyour rabbit.ExclusionsareinadditiontowhatisstatedasnotcoveredwithintheseTermsandConditions.Anyspecificexclusionsonthecoverforyour rabbit are shown on your Certificates of Insurance.Your policydoesnotcoveranyclaimthatresultsfromaninjury, illness orincidentwhichfallsunder any exclusion placed on your policy.Someexclusionsaretemporaryandonyour requestmayberemovedbyusprovidingcertaincriteriaaremet.Ifyou would like to discuss any exclusions on your policy please contact us.

7. If your rabbit shows signs of an illness within 14 days of your cover starting

Your policy does not cover any illness that shows clinical signsinthefirst14daysofyour cover starting.Thisonlyappliesinyour firstpolicyyearand

Youmustkeeptotheseconditionstohavethefullprotectionofyour policy.Ifyoudonot,andtheconditionyou have not kept torelatestoaclaim,wecanrefusetheclaim.

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does not apply when you renew your policy with us.For further details please read the definition ‘illness which starts in the first 14 days of cover’.

8. If your rabbit is missing when the policy is taken Ifyour rabbitismissingwhenyoufirsttakeyour

policy,thecoverunderthispolicywillnotstartuntilyou are reunited with your rabbit andanyincident,injury or illnesswhichoccursbeforeyou are reunited willnotbecoveredbyyourpolicy.

9. Providing information Youagree: • To give usanyinformationanddocumentswe ask

fortoadministeryour policy and deal with your claim.

• That any vet or therapist has yourpermission to give usanyinformationweaskforaboutyour rabbit.

Ifachargeismadeforthis,youmustpaythecharge.

10. Paying your premium a)Your rabbitisonlycoveredunderthispolicyif

youpaythepremium.IfyoupaybyDirectDebit instalmentsandyoumissaninstalment,youmust paytheoutstandingamountwithinthetimescales statedinthereminderswe send you.Ifyou do not,we will cancel yourpolicybacktothelastday youhavepaidforcover.Allcoverforyour rabbbit willstopfromthatdateandnofurtherclaimswill bepaid.

b)Whenwe settle yourclaim,ifthereareany premiumsoverdue,we will deduct the outstanding amountfromtheclaimpayment.

11. Renewing your policy Your policyisinforcefor12monthsprovidingyou

continue to pay your premium.Every12monthsyou need to renew this insurance contract to continue with yourcover.We will contact you beforeyour renewal datewithfulldetailsofyour premium,excesses,policycoverageandTermsandConditionsforthenextpolicy year.Ifyou pay your premiumbyDirectDebitinstalment,whenyourpolicyisdueforrenewalwe willrenewitforyou automatically.Ifyou do not want to renew your policy you need to let usknowbeforeyour renewaldate.Ifyou paybyanyothermeans,you need to contact ustoconfirmyou want to renew your policy and to pay your premium.

12. The changes we can make at the renewal of your policy

Atrenewalofyour policy we canchangethe: • Premium, • Excessesthatyou pay,and/or • TermsandConditionsofyourpolicy. We will always tell youbeforeyour renewaldateof

any changes so youcanconsiderifyour policy still meetsyour needs.

13. The changes we can make during the policy year Changeswillonlybemadeto your policyatrenewal.

We will not change the cover we provideforyour rabbit during the policy year,unless:

• You decide to change your rabbit’scover. • You did not tell usaboutsomethingwhenwe

previouslyasked. • You provided us withinaccurateinformationwhen

previouslyasked,regardlessofwhetherornotyou thoughtitwasaccurateatthetime.

14. Keeping us informed of certain information Throughout your policy you need to tell usabout

certaininformation.Thethingsyou need to tell us

aboutaredetailedinyour Certificates of Insurance andit’simportantyoucheckanynewdocumentswe sendtounderstandtheinformationweneed.Ifyou do not provide us withthefullandaccurateinformationitcanresultinaclaimnotbeingpaidoraffectthecoverweprovide.

15 If you are a member of veterinary staff Ifyou are a vet,you can treat your rabbitbutanother

vet mustcountersigntheclaimform.Ifyou are a veterinary nurse you cannotcompletetheveterinarypracticepartofyour ownclaimform.

16. Claim decisions over the telephone We willnotguaranteeonthephoneifwe will pay a

claim.Oncewe havereceivedafullycompletedclaimformandallofthesupportinginformation,we will assess yourclaimandonlythenwillwebeabletoletyou knowifwewillpaytheclaim.Information about making a claim can be found on page on pages 12 and 13.

17. Other insurances Wewillnotmakeanypaymentforanyclaimthat

resultsfromanincidentcoveredbyanyotherinsurance.Ifthereisanyotherinsuranceunderwhichyouareentitledtomakeaclaimyoumustreporttheincidenttothatinsurancecompanyandtellus their nameandaddressandyour policyandclaimnumberwiththem.

18. Legal rights against another person Ifyou have any legal rights against another person in

relation to yourclaim,we can take legal action against theminyournameatour expense.Youmustgiveus all the help you canandprovideanydocumentsrelatedtotheclaimthatweaskfor.

19. Jurisdiction a)ThelawsofEnglandandWalesapplytothis

insurancecontract. b)Unlesswe agreeotherwise,thelanguageofthe

policyandallcommunicationsrelatingtoitwillbein English.

20. When you can cancel your policy You can cancel yourpolicyatanytime.Ifyou cancel

thispolicyinthefirst14days: • Ofyourfirstpolicy year -wewillrefundallofthe

premiumyouhavepaid. • Afteryour renewaldate-wewillrefundany

premiumyouhavepaidforcoverafterthatrenewal date.

Ifyoucancelatanyothertime,we willrefundanyamountyouhavepaidforcoverafterthecancellationdate.

21. When we can cancel your policy We can cancel yourpolicyatanytimeifyou have

beendishonestorfraudulentinanydealingswithus orifyour vet orawelfareorganisationadvisesus that youhavebeennegligenttowardsyour rabbit.We will give you 7 days’ notice in writing to the address on your Certificates of Insuranceandwillrefundanyamountyouhavepaidforcoverafterthecancellationdate.We can also cancel your policyifyou do not pay your premiums.For details on this please read point 10 in this section - ‘Paying your premium’.

22. Cover following cancellation of a policy Ifyourpolicyiscancelledorcomestoanendforanyreason,allcoverforyour rabbit will stop on the date thepolicyiscancelled/endsandnofurtherclaimswillbepaid.

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CoverAtPetplan,we’reproudoftheinsuranceweprovideforpets–infact,ourreputationforfirstclasscoverisoneofthereasonswe’retrustedbymorepetownerstoinsuretheirpet’sthananyotherprovider.Inreturnforthecorrectpremium,wewillprovidecoverforthefollowingsections.

Our Covered For Life promise YouhavechosenaCoveredForLifepolicywhichmeanswewillprovideongoingcoverforillnesses and injuries,yearafteryear.Tobenefitfromthisongoingcoveryoumustkeeppayingyourpremiumsandrenewyour policy with usevery12months(withoutanybreakincover).

Veterinary FeesCover in this section applies when your rabbit is in the UK only

What we will pay Thecostofveterinary treatment your rabbit has received during the policy year to treat injury and illness.Thissectionalsocoverstreatmentofabehaviouralillness and physiotherapy needed to treat injury and illness(forthepurposeofthisinsurance,physiotherapydoesnotincludeanyformof hydrotherapy).

Complementary TreatmentCover in this section applies when your rabbit is in the UK only

What we will payThecostofanyexamination,consultation,advice,testandlegallyprescribedmedicationforthe following,whenitiscarriedoutforyour rabbit during the policy year,totreatinjury and illness:• Acupuncture• Chiropracticmanipulation• Herbalmedicine• Homeopathy• Hydrotherapy – wewillcover10sessionsfor each injury and illness.You must read point 3 on page 8 to understand this session limit.• OsteopathyA vetmustreferyour rabbitforthetreatmentand confirmtous when youclaimthatitisrequiredtotreat the injury or illness.

To be covered under the policy, the treatments under both sections must be carried out by a person holding certain qualifications or membership of certain organisations. Full details can be found on page 10 in ‘Who needs to carry out Veterinary Fees and Complementary Treatment?’.

What you pay – your excess Both the Veterinary Fees and Complementary Treatmentsectionshaveexcesses.Theexcessesaretheamountsyou pay when youclaimandthesearedeductedfromyour claimsettlement(s).Theexcessesyou pay under these sections are explained on your Certificates of Insurance.

1. Thecostofanytreatmentforapre-existing condition.2. Thecostofanytreatmentforan illness which starts

in the first 14 days of cover.3. Thecostofanytreatmenttopreventinjury or illness

(forexamplebutnotlimitedtovaccinations,routinewormingetc).

4. Thecostofanytreatment,diagnosticorprocedurethatyou choosetohavecarriedout,which:

• The vetconfirmsisnotnecessary,or • Is not related to an injury or illness. Wewillalsonotpayforanycomplicationsthatarise

fromthesetreatments/procedures.5. Thecostofkillingandcontrollingfleasandthecostof

generalhealthimprovers.6. Thecostofanytreatmentinconnectionwithbreeding,

pregnancyorgivingbirth.7. Thecostoftreatinganyinjury or illnessdeliberately

causedbyyou or anyone living with you.8. Thecostofanychargesmadeforthecompletion

ofclaimformsorthecostofanysupportingdocumentationneededaspartofyour claim.

9. Thecostofanytreatmentinconnectionwithfalsepregnancyifyour rabbit has received veterinary treatmentformorethan2episodesoffalsepregnancy.

10. Thecostofsurgicalitemsthatcanbeusedmorethanonce.

What we will not pay under Veterinary Fees and Complementary Treatment

Our Covered For Life promise Wewillprovideongoingcoverforillnesses and injuries,yearafteryear,providingyou continue to pay your premiumandrenewyour policy each year (withoutanybreakincover).Your policy provides anamountofmoneyineachpolicy yearforyou to claimforallillnesses and injuries.Thisiscalledthemaximum benefit.You have one maximum benefit forVeterinary Fees and a separate maximum benefit forComplementary Treatment.Theamountyou can

claimforeachsection,ineachpolicy year,isshownon your Certificates of Insurance.Every12months,ifyou renew your policy,themaximum benefits are replenished and youwillagainhavethefullamountstoclaimfrominthenextpolicy year.Ifyour cover is cancelledorstopsforanyreason(includingwhenthepremiumsarenotpaid),allcoverforyour rabbit will end andnofurtherclaimswillbepaid.

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11. Thecostofapost-mortemexaminationand/orreport.12. Thecostoftransplantsurgery,includinganypre-and

post-operativecare.13.Thecostofanyjointreplacement(s)orprosthesis

(alsoknownasartificialbodypart)andanyveterinary

treatmentneededtofitthejointreplacement/prosthesis.14.Thecostofanyproductswhichareusedtotrytocalm

and/orde-stressyour rabbit.15.Thecostoftransportingyour rabbit,includinganycosts

to get your rabbitto,orfrom,anyveterinarypractice.

Conditions for Veterinary Fees and Complementary Treatment

1. Timescales for making a claim Youmustsend us yourclaimnolaterthanoneyear

afteryour rabbit receivedtreatment.Anyclaimswe getafterthistimewillnotbecoveredbythepolicy.Iftreatmentisongoingyoumustmakesurethatclaimsare sent to usatleastonceevery12months.

2. The costs relating to putting your rabbit to sleep Your policydoesnotcoverthecostofputting

your rabbit tosleep.We will not cover the cost ofveterinaryconsultations/visitsorprescribedmedicationsneededtocarryouttheprocedureorthecostofhavingyour rabbit cremated,buriedordisposedof.

3. The number of hydrotherapy sessions you can claim for

Wewillpayfor10sessionsofhydrotherapyforeachseparate illness or injury.Oncethissessionlimithasbeenreached,allcoverforhydrotherapy forthatillness/injury ends and the policy will never cover anyfurthersessions.Thisisthecase,regardlessofwhether the hydrotherapyforthatillness/injury takes placeinthesame,orfuturepolicy years.

4. The maximum benefit that we will pay Please read ‘Our Covered For Life promise’ on

page 7 to find out more about information about the maximum benefit.Themostwewillpayforthecostoftreatmentisthemaximum benefit that applies onthedatethetreatmentiscarriedout.Iftheclaimincludesmedication,thecostofthemedicationwillbetakenfromthemaximum benefit that applies on the datethemedicationwillbeused.

5. An illness which was first noticed before your policy started or in the first 14 days of cover

Ifyour rabbit suffersfromanillness: • Beforeyourpolicystarts,or • Inthefirst14daysofyour rabbit’sfirstpolicy year, Any costs relating to that illnesswillneverbecovered

byyourpolicy.If,atalatertime(days,weeks,monthsoryears)anillnesswiththesamediagnosispresentsinthesameordifferentpartsofyour rabbit’sbody,we will not cover any costs to treat that illness.Thisisregardlessofwhetheryour vet confirmsthepastandcurrent illnessesare,orarenot,linked.Forexample(butnotlimitedto),ifyour rabbit develops a cataract inhis/herlefteyeinthefirst14daysofthefirstpolicy year, that cataract is not covered and the policy will also not cover any other cataracts which develop in eithertheleftorrighteye.

6. Another vet reviewing your rabbit’s details Wecanreferyour rabbit’s case history to a vet that

we chooseandifwe request, youmustarrangeforyour rabbittobeexaminedbythis vet.We will pay anycostsforthis.

7. If you want a second opinion Ifyou decide to take your rabbit toadifferentvet

or therapist forasecondopinionbecauseyou are unhappywiththediagnosisortreatmentprovided,you

musttellusbeforeyou arrangeanappointmentwiththem.Ifyoudonot,thecostsrelatingtothesecondopinionwillnotbecoveredbyus.Ifwerequest,you mustuseavet or therapist wechoose.Ifwe decide thediagnosisortreatmentcurrentlybeingprovidediscorrect,we will not cover any costs relating to the secondopinion.

8. If you claim over £10,000 during your rabbit’s life As your rabbitisinsuredonaCoveredForLifeplan,

wefullyappreciatethattheamountyouclaimcanaddupovertheyears–that’swhatisgreataboutCoveredForLife,youcancontinuetoclaimforthelifeofyour rabbit(providingyou continue to pay yourpremiumand renew your policywithoutabreakincover).Ifoverthelifeofyour rabbit you haveclaimedover£10,000,tomakesureyour rabbit is receiving the besttreatmentavailable,we canrequireoneormoreofthefollowing:

• BeforeanyfurtherVeterinary Fees or Complementary Treatment claimsareconsidered your rabbitneedstobeexaminedbyaspecialist/ consultant vet that wechoose.We will pay any costs forthis.

• Allfutureveterinary treatmentandcomplementary treatment(otherthanemergencylife-saving treatment)needstobeauthorisedbyusbefore treatmentiscarriedout.Apre-authorisationclaim formneedstobesubmittedandwe will then let you knowiftreatmentcangoahead.

• Allfutureveterinary treatmentandcomplementary treatmentneedstobecarriedoutinconjunction with a specialist/consultant vet or therapist that we choose.

Ifanyofthesearenecessarywe will contact you.

9. The cost of house visits Wewillcoverahousevisitifthisisneededforthe

treatmentofabehaviouralillness.Inallothercases,wewillonlycoverahousevisit,ifthisisbyavet and:

• Your rabbit wassufferingfromalife-threatening injury or illness,and

• Thatmovingyour rabbit was likely to have resulted inhis/herdeathorsignificantlyworsenedthelife- threatening injury or illness.

Wewillnotcoveranycostsifthehousevisitwasneededbecauseofyour personal circumstances.The attending vet needstoconfirmalloftheabovewhen you claim.

10. The cost of out of hours treatment and hospitalisation

Wewillonlycoverthecostofyour rabbitbeing: • Treatedoutsideoftheveterinarypracticeusual

openinghours,and/or • Admittedintothecareofaveterinarypractice(also

knownashospitalisation), Iftherewasnooptionbuttotakethisactionas

any alternative would have seriously endangered your rabbit’slife.Wewillnotcoveranycostsifthisactionwasneededbecauseofyour personal

Youmustkeeptotheseconditionstohavethefullprotectionunderthesesections.Ifyoudonot,andtheconditionyou havenotkepttorelatestoaclaim,wecanrefusetheclaim.

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circumstances.Theattendingvet needstoconfirmalloftheabovewhenyouclaim.

11. The cost of procedures you can carry out Therecanbetimeswhenamember of a veterinary

practice or a therapist asks you toprovidetreatmentforyour rabbit.Forexample(butnotlimitedto)givingtablets,applyingeardrops,takingaurinesample,carryingoutphysiotherapyetc.If youarenotabletocarryoutthetreatmentduetoyour personal circumstances,wewillnotcoverthecostofanyotherpersonorprofessionalcarryingoutthetreatment.

12. The cost of dental treatment a)Wewillcoverthetreatmentofadentalinjury or

illnessif: • Your rabbithadadentalexaminationbya vet in

the12monthsbeforethefirstclinical signsof the injury or illness wereseen,and

• Anytreatmentrecommendedasaresultof thelastdentalexaminationwascarriedoutwithin 3monthsoftheexaminationtakingplace.

b)Wewillnotcoverthecostoftrimming,burringor rasping your rabbitsteeth.

13. The cost of feeding your rabbit Wewillonlycoverthecostoffoodifyour rabbit needs

liquidfoodwhilehospitalisedataveterinarypractice.Wewillcoverthecostofthisfor5daysprovidingthevetconfirmsitisessentialtokeepyour rabbit alive.Wewillnotcoverthecostofanyotherfoodandthisisregardlessofwhetherornotthefoodwasprescribedbyavet.

14. The cost to neuter your rabbit Theonlytimewewillcoverthecostofneutering

your rabbitisifitiscarriedoutwhen your rabbit is sufferingfromaninjury or illness and neutering is essential to treat that injury or illness.We will not coverthecostofspayingfollowingafalsepregnancyorneuteringtotreatabehaviouralillness.Regardlessofwhyyour rabbit isneutered,ifhe/shesuffersfromcomplicationsduringoraftertheprocedure,we will coverthecostoftreatmentneededtodealwiththecomplications.

15. The cost to vaccinate your rabbit Wewillnotcoverthecostofvaccinations;however,

ifyour rabbitsufferscomplicationsduring,orafter,avaccination,wewillcoverthecostoftreatmentneededtodealwiththecomplications.This does not apply if your rabbit must be vaccinated against an illness as part of a compulsory mass vaccination programme, for details of this please see General Exclusions point 2b) on page 19.

16. The cost of bathing and grooming your rabbit Wewillonlycoverthecostofbathing your rabbitifit

isdonebya member of a veterinary practice and thesubstancebeingused,accordingtomanufacturer’sguidelines,canonlybeadministeredbyamember of a veterinary practice.Wewillnotcoverbathingifthisisneededbecauseofyour personal circumstances.Wewillnevercoverthecostofgroomingand/or de-mattingyour rabbit.

17. The cost of treating a behavioural illness Wewillcoverthecostoftreatingabehaviouralillness,

whichforthepurposeofthisinsurance,isachangeto your rabbit’snormalbehaviourthatiscausedbyamentaloremotionaldisorder.We will not cover any behaviouralillnesswhichcouldhavebeenpreventedbytrainingand/orneutering.Thetreatmentmustbecarriedoutbyapersonwhofulfilstherequirements

in ‘Who needs to carry out Veterinary Fees and Complementary Treatment?’ in the ‘Treatment of a behavioural illness’sectiononpage10.

18. The cost of equipment or machinery Wewillnotcoverthecostofbuyingorhiringanytype

ofequipment,machinery,animalhousingorcages.Thesecostsarenevercoveredbythepolicyandthisisregardlessofwhether:

• A vetadvisestheitemisrequiredaspartof treatmentforanillness or injury,or

• Theitemisrequiredduetoyour personal circumstances.

Examplesofequipmentandmachineryare(butnotlimitedto)heatpadsandlampsetc.

19 The cost of treating a retained testicles Wewillcoverthecostofanytreatmentwhichisin

connectionwitharetainedtesticle(s)ifyour rabbit wasaged12weeksorunderwhenhiscoverstarted.Thereisnocoverforthisifyour rabbit’s cover started whenhewasanyolder.

20. Paying for treatment within required time frames It is your responsibilitytoensuretheveterinary

practice or therapistispaidwithintherequiredtimeframe:

• Ifanadditionalchargeisaddedtothecostof treatmentduetothelatepaymentoffees,we will deductthischargefromtheclaimsettlement.

• Ifadiscountisprovidedforpayingthecostswithin acertaintimeframe,youmustprovidepayment withinthistimeframe.Ifyoudonot,we will deduct thediscount,whichwouldhavebeenprovided,from theclaimsettlement

21. Dealing with your veterinary practice a)Ifaveterinarypracticeasksusforinformationabout

your insurance cover and weagreetoprovideit, wewillonlydothisiftheveterinarypractice:

• Recentlyprovidedtreatmentforyour rabbit,or • Has spoken with youaboutprovidingtreatment

foryour rabbit inthenearfuture. Inthesecases,we will only tell the veterinary

practiceifyou have an active insurance policy with usforyour rabbit,andifyou do-thedate coverstarted,thetypeofcoverinplace,the monetarylimitsofyour policy,theexcessesyou payandifanyexclusionshavebeenplacedon your cover.

b)Ifyouhaveavalidclaim,we can usually pay the veterinarypracticedirectly;however,ifyou ask us todothis,wehavetherighttodeclinetherequest.

22. Complementary and alternative treatments a)Wewillpayforacupuncture,chiropractic

manipulation,herbalmedicine,homeopathy, hydrotherapy and osteopathy under the Complementary Treatmentsectionofcover. Wewillnotpayforanyothercomplementaryor alternativetreatments.Your rabbit mayneedsome veterinary treatmenttosupportacomplementary/ alternativetreatment.Thecostofthis veterinary treatment is covered under the Complementary Treatment sectionofcoverwhenneededforthe treatmentslistedabove;we will not cover these costsforanyothercomplementaryoralternative treatments.

b)UndertheVeterinary Feessectionofcoverwe will notpayforanycomplementaryoralternative treatments.Wewillalsonotpayforanyveterinary treatment specificallyneededtosupportany complementaryoralternativetreatments.

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Chiropractic manipulation:

Hydrotherapy:

Osteopathy:

Physiotherapy:

A member of a veterinary practiceoraqualifiedanimalchiropractorwhoisamemberofoneofthefollowingorganisations:• InternationalAssociationofAnimalTherapists(IAAT)• InternationalVeterinaryChiropracticAssociation(IVCA)• McTimoneyAnimalAssociation• McTimoneyChiropracticAssociation

• A member of a veterinary practice providing the hydrotherapy is carried outinapool/watertreadmillownedbytheveterinarypractice,or

• Inapool/watertreadmillwherethehydrotherapybusinesshasfullCanineHydrotherapyAssociation(CHA)membership,or

• ByamemberoftheNationalAssociationofRegisteredCanineHydrotherapists(NARCH)

A member of a veterinary practiceoraqualifiedanimalosteopathwhoisamemberoftheInternationalAssociationofAnimalTherapists(IAAT).

A member of a veterinary practiceoraqualifiedanimalphysiotherapistwhoisamemberofoneofthefollowingorganisations:• AssociationofCharteredPhysiotherapistsinAnimalTherapy(ACPAT)• InstituteofRegisteredVeterinaryandAnimalPhysiotherapists(IRVAP)• InternationalAssociationofAnimalTherapists(IAAT)• NationalAssociationofVeterinaryPhysiotherapists(NAVP)

Treatment of a behavioural illness:

A member of a veterinary practice,apersonwhoholdstheCCABqualification(CertifiedClinicalAnimalBehaviourist)oramemberofoneofthefollowingorganisations:• AssociationofPetBehaviourCounsellors(APBC)• CanineandFelineBehaviourAssociation(CFBA)

Veterinary treatment:

Acupuncture:

A vet,aveterinarynurseoranothermember of a veterinary practice under the supervisionofavet

A vet

Herbal medicine: Thismustbeprescribedbyamember of a veterinary practice

Homeopathy: A vet

Who needs to carry out Veterinary Fees and Complementary Treatment?ThissectionexplainswhoneedstocarryoutthedifferentelementswithintheVeterinary Fees and Complementary Treatment sectionsofcover.Iftheserequirementsarenotmet,thetreatmentwillnotbecoveredbythepolicy.Foreverything other than veterinary treatment,acupuncture

and homeopathy,ifthetreatmentisnotcarriedoutbya vet, a vet mustreferyour rabbit forthetreatmentandconfirmtous when youclaimthatitisrequiredtotreatthe injury or illness.

What we will not pay under Advertising and Reward1. More than the maximum benefit shown on your

Certificates of Insuranceforallincidentsduringthepolicy year.

2. Anyrewardpaidtoanypersonwho: • Isamemberofyour family • Lives with you

• Isemployedbyyou • Wascaringforyour rabbit when he/she was lost

or stolen • Stole your rabbit • Is in collusion with the person who stole your rabbit

Advertising and RewardCover in this section applies when your rabbit is in the UK only

What we will payIfyour rabbitisstolenorgoesmissingduringthepolicy year, wewillpay:

• Thecostofadvertising,and• The reward youhaveofferedandpaidtogetyour rabbitback.

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Conditions for Advertising and Reward

1. Timescales for making a claim Youmustsendus yourclaimnolaterthanoneyear

afteryour rabbit wentmissing.Anyclaimsreceivedafterthistimewillnotbecoveredbythepolicy.

2. Actions you must take when you find out your rabbit is missing

You musttakethefollowingstepsandwhenyouclaimyou need to send us evidenceofthis:

• Ifyoubelieveyour rabbitmayhavebeenstolen, within24hoursoffindingouthe/sheismissingyou musttelltheappropriateauthorityandgetwritten confirmationofyour report.Dependingonwhere youlivetheappropriateauthoritymaybeyour local authorityorthepolice.

• Within5daysoffindingoutyour rabbitmissing: - Ifyour rabbitismicrochipped,youmustnotify

yourmicrochipprovider. - Ifyour rabbitisnotmicrochipped,youmusttellat

least one veterinary practice in the area where he/ shewaslastseen.

3. Providing a reward a)Youmusthaveourapprovalbeforeadvertising

areward;ifnot,thecostoftherewardwillnotbe covered.

b)Youcanprovidearewardbygivingthepersonwho foundyourrabbit:

• Money(forexample,butnotlimitedto,cashor abanktransfer).Ifyoudothis,themostwe will payis50%ofthemaximum benefit shown on your Certificates of Insurance.

• Agift(forexample,butnotlimitedto,ahamper,a bunchofflowersetc).Ifyoudothis,themostwe willpayforthegiftis£50.

c)Whenyouprovideareward(eitherbywayof moneyoragift)youmustgetareceiptgiving thefullname,address,telephonenumber,email addressandthesignatureof,thepersonwhofound your rabbit.Thismustbesubmittedwithyour claim.

4. Posters and advertising material Wewillpayforthecostofproducingpostersand

advertisingmaterialstotryandfindyour rabbit.Ifyoumakeyour own posters we will pay up to £50 in each policy yearformaterialsforthispurpose.Forexample(butnotlimitedto)paper,aprintercartridge,weatherprooffolders,tapetodisplaythepostersetc.Whenyouclaimyouneedtoprovideacopyoftheposter,tellushowmanyyoumadeandsubmitreceipts showing the costs you areclaiming.

5. Using the services of another party to find your rabbit

Wewillcoverthecostofanotherpartyproducingmissingpostersandleafletsandadvertisingtheloss ofyour rabbit ontheinternetandsocialmedia. We willnotcoveranycostsforanyotherservicesprovidedbyanotherparty(suchasaperson,company,organisationorpetdetective).Forexample(butnotlimitedto)wewillnotcoveranycostsforanotherpartyto:

• Searchforyour rabbit(eitheronfoot,withsearch dogsorequipment)

• Toproduceanythingotherthanpostersandleaflets • Tocommunicatewithpeopleabouttheloss

or to report your rabbitmissingtootherpeople/ organisations(otherthantoadvertiseontheinternet andsocialmedia)

• Todistribute/displayadvertisingmaterials

6. Keeping your policy running while your rabbit is missing

You can keep yourpolicyrunningforaslongasyou likeafteryour rabbit goesmissing.We will continue with cover providing you pay your premiumsandrenew your policy(withoutabreakincover).We will notautomaticallycancelyour rabbit’scoverifwe pay aclaimunderthesesections;ifyou want to stop cover you need to let usknow.

Boarding FeesCover in this section applies when your rabbit is in the UK only

In this section, ‘you’ means you or your partner who is your husband, wife, civil partner, girlfriend, boyfriend or other life partner.

What we will payThecostofboardingyour rabbitatalicensedboardingestablishmentor£15adaytowardsthecostofsomeonelookingafteryour rabbit while you are hospitalised during the policy yearfor4ormoreconsecutivedays.

What we will not pay under Boarding Fees1. More than the maximum benefit shown on your

Certificates of Insuranceforallhospitalisationduringthe policy year.

2. Anyamountifthepersonlookingafteryour rabbit lives with you orisamemberofyour family.

3. Anycostsresultingfromcareinanursinghomeor fromconvalescencecarethatyou do not receive in ahospital.

Youmustkeeptotheseconditionstohavethefullprotectionunderthissections.Ifyoudonot,andtheconditionyou have notkepttorelatestoaclaim,wecanrefusetheclaim.

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1. Thereisnocoverunderthispolicyifyour rabbit is lessthan6weeksold

2. Laws and regulations - all sections of your policy do not cover:

a)AnyamountifyoubreaktheUK laws or regulations,includingthoserelatingtoanimal healthorimportation.

b)Anyamountifagovernmentoranotherofficial bodyordersthatyour rabbitmustbevaccinated against an illnessaspartofacompulsorymass vaccinationprogramme.We will not pay any costsrelatingtothevaccinationitselforany complicationsthathappenduetotheprocedure takingplace.Forthepurposeofthisinsurance, ‘a mass vaccination programme’meansa programmeofthecompulsoryvaccinationofa species,oraselectedgroupwithinaspecies, withtheaimofprotectingthatgroup,peopleor otheranimalsfromanillnessoranotherrisk.

c)AnycostscausedbecausetheDepartmentfor Environment,FoodandRuralAffairs(DEFRA)has put restrictions on your rabbit.

d)Anyamountconnectedwith,orresultingfrom,a CriminalCourtCaseoranActofParliament.

3. War, terrorism, civil commotion and radioactive contamination – all sections of your policy do not cover:

a)Anylossordamagecausedby,orresultingfrom,

warofanynature,includingbutnotlimitedtowar, invasion,actsofforeignenemies,hostilitiesand warlikeactions(whetherwarbedeclaredornot) andcivilwar.

b)Anylossordamagecausedby,orresulting from,rebellion,riot,revolution,nationalization, confiscation,expropriation,deprivation,requisition, insurrection,civilcommotionassumingto proportionoforamountingtoanuprisingand militaryorusurpedpower.

c)Anylossordamagecausedby,orresultingfrom, anyactofterrorism.Anactofterrorismisanyact ofpersonsactingonbehalfof,orinconnection with,anyorganisationwhichcarriesoutactivities directedtowardstheoverthrowingorinfluencing, byforceorviolence,ofHerMajesty’sgovernment intheUnitedKingdomoranyothergovernmentde jureordefacto.

d)Anylossordamagecausedby,orresultingfrom, ionisingradiationorcontaminationbyradioactivity fromanynuclearfuelorfromanynuclearwaste, fromcombustionofnuclearfuel,theradioactive, toxic,explosiveorotherhazardouspropertiesof anynuclearassemblyornuclearcomponentof suchassembly.

4. Allsectionsofyourpolicydonotcoveranyamountthatresultsfromadiseasetransmittedfromanimals tohumans.

General exclusions that apply to all sections of your policy

Fraud increases yourpremiumandthepremiumsofallpolicyholders.Ifyou:

• Provide uswithfalseinformation,• Makeafalseorexaggeratedclaimwithus,or• Makeanyclaimwithus which involves yourdishonesty,We will not pay your claimandwe can void your policy,informtherelevantauthorities/otherorganisationsandrecordthedetailsonanti-frauddatabases.Ifwe pay a claimandsubsequentlyfindtheclaimwasfraudulent,you mustrepayus thefullamount.

‘Voidyourpolicy’meanswe will cancel yourpolicyfromthedatethefraudoccurred.Ifwe take this action youmustrepay usanyclaimpaymentsthatwe havemadefromthedatethefraudoccurred;thisisregardlessofwhetherornotalloftheclaimswerefraudulent.Ifanyotherinsurerasksifyou havehadapolicyvoid,youneedtotellthemthat your policy with uswasvoid.Ifyoudonot,thiscaninvalidate any insurance policy you hold with any insurer whoasks.

Fraud

It’sdistressingwhenamuchlovedpetisillorinjuredsowe do all wecantomaketheclaimsprocessasquickandeasyaspossible.There’slotsofusefulinformationonourwebsitepetplan.co.uk/claimswhereyou candownloadaclaimformortracktheprogressofanexistingclaimatyour convenience.Thissectiontellsyou what you need to send usifyouclaim.Don’tforget,ifyouhaveavalidclaimundertheVeterinary Fees section wecanusuallypaytheveterinarypracticedirect.Getting a claim form• Mostclaimformscanbedownloadedfromourwebsitepetplan.co.uk/claims.

• MostveterinarypracticeswillhaveasupplyofVeterinary Feesclaimformsandsomeareabletosubmitthemelectronically.

• Ifyou would like us to send youaclaimformpleasecontact us.

When you need to send us your Veterinary Fees and Complementary Treatment claimsYoumustsendus your Veterinary Fees and/or Complementary Treatmentclaim(s)nolaterthanoneyearafteryour rabbitreceivedtreatment.Anyclaimsreceivedafterthistimewillnotbecoveredbythepolicy.Iftreatmentis ongoing you mustmakesurethatclaimsaresentto us atleastonceevery12months.Forallothersectionsofcover,you canfindoutwhenyou needtosubmitaclaimbyreadingthe‘Conditions’partofthatsection.

Claiming

Conditions for Boarding Fees

1. Timescales for making a claim Youmustsendus yourclaimnolaterthanoneyear

afterthestayinhospital.Anyclaimsreceivedafterthistimewillnotbecoveredbythepolicy.

2. The reason you went into hospital Wewillonlyprovidecoverinthissectionifyou went

intohospitalbecauseyou were injured or ill and the

injuryhappenedortheillnessfirstshowedsymptomsafteryour rabbit’scoverstarted.We will not cover anycostsifyour stayinhospitalwasdueto:

• Pregnancyorgivingbirth. • Alcoholism,drugabuseordrugaddiction. • Attemptedsuicideorself-inflictedinjury.

Youmustkeeptotheseconditionstohavethefullprotectionunderthissection.Ifyou donot,andtheconditionyou have notkepttorelatestoaclaim,we canrefusetheclaim.

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How to make a claimIt’seasytomakeaclaimwithPetplan.Simplysendus yourcompletedclaimformalongwiththesupportingdocumentationlistedbelow.Pleasemakesureyourclaimformiscompletedfullybybothyou andifapplicableyour vet, as weneedthisinformationinordertoprocessyour claim.Ifanyinformationismissing,we willreturntheclaimformtoyou whichwillunfortunatelydelayyour claim.Yourinsurancedoesnotcoveranychargesmadeforthecompletionofclaimformsorthecostofanysupportingdocumentationneededaspartofyourclaim.

The supporting documentation you need to send with your claim form

Veterinary Fees and/orComplementary Treatment

Advertising and Reward

Forbothsectionsofcover,theveterinarypracticemustcompletetherelevantsectionoftheclaimform.Please send us:• Theinvoicesfromtheveterinarypracticeortherapist which show what youareclaimingfor.• Ifit’sthefirstclaimyouaremakingforyour rabbit-his/herfullclinicalhistory.Thisisarecordofallvisitsyour rabbithasmadetoavet andcanbeobtainedfromeachveterinarypracticeyour rabbithasattended.Wecanalsorequirethisifyousubmitclaimsforcertainconditionsbutwillletyouknowifthisisneededoncewe have received your claimform.

You must phone us on 0345 074 4406 for the approval of any reward before you advertise it.Please send us evidence showing:• Theadvertisingcarriedouttotryandfindyour rabbit.• Therelevantauthoritybeingnotifiedwithin24hrsofyour rabbitgoingmissing(onlyneededif

youbelieveyour rabbit wasstolen).• Therelevantpartybeingnotifiedwithin5daysofyour rabbit goingmissing.Ifyour rabbit is microchipped,thisisthemicrochipprovider.Ifyour rabbitisnotmicrochipped,thisisatleastoneveterinarypracticeintheareawherehe/shewentmissing.

• The invoices and receipts to show the costs youareclaimingfor.• If a reward has been paid-areceiptgivingthefullname,address,telephonenumber,emailaddressandthesignatureof,thepersonwhofoundyour rabbit.

Boarding Fees: Your doctor/consultantandtheowneroftheboardingestablishment(ifonehasbeenused)mustcompletetherelevantsection(s)oftheclaimform.Please send us:• Theinvoicefromtheboardingestablishmentorwrittenconfirmationfromthepersonlookingafter your rabbit showingthedatesanddailycostofboarding.

Ouraimistogetitright,firsttime,everytime.Ifwe makeamistakewe willtrytoputitrightstraightaway.Ifweareunableto,wewillconfirmwe have received yourcomplaintwithinfiveworkingdaysanddoour besttoresolvetheproblemwithin4weeks.Ifwe cannot we will let youknowwhenananswermaybeexpected.Ifwe have not resolved the situation within eight weeks we will issue youwithinformationabouttheFinancialOmbudsmanService(FOS)whichoffersafree,independentcomplaintsresolutionservice.Ifyou have acomplaintpleasecontact ourCustomerSatisfactionManagerat:

Petplan,GreatWestHouse(GW2),GreatWestRoad, Brentford,Middlesex,TW89DXUnitedKingdomEmailpetplan.csm@allianz.co.ukPhone03450261985

You have the right to refer your complaint to the Financial Ombudsman, free of charge - but you must do so within six months of the date of the final response letter.Ifyoudonotreferyour complaintintime,the

Ombudsmanwillnothaveourpermissiontoconsideryourcomplaintandsowillonlybeabletodosoinverylimitedcircumstances.Forexample,iftheOmbudsmanbelievesthatthedelaywasasaresultofexceptionalcircumstances.

TheFinancialOmbudsmanService,ExchangeTower, LondonE149SRWebsite:www.financial-ombudsman.org.ukTelephone:08000234567or03001239123Email:complaint.info@financial-ombudsman.org.uk

TheEuropeanCommissionhasanonlinedisputeresolutionserviceforconsumerswhohaveacomplaintaboutaproductorserviceboughtonline.Ifyou choose tosubmityour complaintthiswayitwillbeforwardedtotheFinancialOmbudsmanService.Visitec.europa.eu/odrtoaccesstheOnlineDisputeResolutionService.Pleasequoteoure-mailaddress:petplan.csm@allianz.co.uk.Alternatively,youcancontacttheFinancialOmbudsmanServicedirectly.Using our complaintsprocedureorreferraltotheFinancialOmbudsmanServicedoesnotaffectyour legalrights.

Making a complaint

IfAllianzisunabletomeetitsliabilitiesyoumaybeentitledtocompensationundertheFinancialServicesCompensationScheme(FSCS).Furtherinformationaboutcompensationschemearrangementsisavailableatwww.fscs.org.uk, byemailingenquiries@fscs.org.ukorbyphoningtheFSCSon08006781100or02077414100.

Financial Services Compensation Scheme

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Fair Processing Notice – how we use personal information

IntheFairProcessingNoticebelowyou’llseethatAllianzismentioned.PetplanisasubsidiaryofAllianzInsuranceplcandwherewereferto‘we’‘us’and‘our’itmeansPetplanandAllianzInsuranceplc.

1. Who we are Whenwereferto“we”,“us”and“our” in this notice

itmeansAllianzInsuranceplc. Whenwe say“you”and“your”inthisnotice,we

meananyonewhosepersonalinformationwemaycollect,including:

• anyoneseekinganinsurancequotefromus or whosedetailsareprovidedduringthequotation process

• policyholdersandanyonenamedonorcoveredby the policy

• anyonewhomaybenefitfromorbedirectlyinvolved inthepolicyoraclaim,includingclaimantsand witnesses.

2. How we use personal information Weusepersonalinformationinthefollowingways: • toprovidequotes,administerpoliciesand

policyholderclaimstofulfilour contract • toadministerthirdpartyclaims,dealwithcomplaints

andpreventfinancialcrimetomeetour legal obligations

• tomanageour businessandconductmarket researchtomeetthelegitimateneedsofour business

• tosendmarketinginformationifwe have received yourspecificconsent.

Youarenotobligedtoprovideus with personal information,butwe cannot provide our products and serviceswithoutit.

You have the right to object to us using your personal information.

You can do this at any time by telling us and we will consider your request and either stop using your information or explain why we are not able to.

Further details can be found below.

3. Marketing We use yourpersonalinformationtomarketproducts

and services to you. Ourmarketingactivitiesmayinclude: • providinginformationtoyouaboutproductsand

servicesbytelephone,post,emailandSMS,we will either do this ourselves or use third party partners to doitforus

• working with selected partners to display relevant onlineadvertisementstoyou,andtoour other customers,onthirdpartywebsitesandsocial mediaplatforms.Todothis,wemayprovideour partnerswithsomeofyour personalinformationin anencryptedformat,whichtheyuseonlytoidentify theappropriateaudiencesforour advertisements. We ensure that our partnersdeletethisinformation oncetheadvertisementaudienceshavebeen identified,anddonotusetheinformationfortheir ownpurposes.

If you do not wish to receive marketing information about our products and services you can tell us at any time by using the contact details found in section 10, “Know your rights”.

4. Automated decision making, including profiling We mayuseautomateddecisionmaking,including

profiling,toassessinsurancerisks,detectfraud,andadministeryour policy.Thishelpsus decide whether toofferinsurance,determinepricesandvalidateclaims.

Ifyou disagreewiththeoutcomeofanautomateddecision please contact us using the details in section10.

5. The personal information we collect Wecollectthefollowingtypesofpersonalinformation

aboutyou so wecancompletetheactivitiesin section2,“Howwe usepersonalinformation”:

• basicpersonaldetailssuchasname,age,address and gender

• family,lifestyleandsocialcircumstances,suchas maritalstatus,dependantsandemploymenttype

• financialdetailssuchasdirectdebitorpaymentcard information

• photographs and/or video to help usmanage policiesandassessclaims

• trackingandlocationinformationifitisrelevantto yourpolicyorclaim

• identificationchecksandbackgroundinsurancerisk detailsincludingpreviousclaimsinformation

• medicalinformationifitisrelevanttoyour policy or claim

• criminalconvictionsifitisrelevanttoyour policy or claim

• accessibilitydetailsifweneedtomakereasonable adjustmentstohelp

• businessactivitiesifitisrelevanttoyour policy or claim.

6. Where we collect personal information Fromyou,your representativesorfrominformation

youhavemadepublic,forexampleonsocialmedia. Fromotherpersonsororganisations,forexample: • creditreferenceand/orfraudpreventionagencies • emergencyservices,lawenforcementagencies,

medicalandlegalpractices • veterinarypractices,animalcharitiesandbreeders • insuranceindustryregistersanddatabasesusedto

detectandpreventinsurancefraud,forexamplethe MotorInsuranceDatabase(MID),theMotorInsurers Anti-FraudandTheftRegister(MIAFTR)andthe ClaimsandUnderwritingExchange(CUE)

• insuranceinvestigatorsandclaimsserviceproviders • other insurers or service providers who underwrite

theinsuranceorprovideservicesforour products • otherinvolvedparties,forexampleclaimantsor

witnesses.

7. Sharing personal information Wemayshareyour personalinformationwith: • othercompanieswithintheglobalAllianzGroup

www.allianz.com • creditreference,fraudpreventionandotheragencies

that carry out certain activities on our behalf,for exampletheMotorInsuranceDatabase(MID),the InsuranceFraudBureau(IFB)andmarketing agenciesifagreed

15

• ourapprovedsupplierstohelpdealwithclaimsor provide our benefitservices,forexamplevehicle repairers,veterinaryadvisors,legaladvisorsand loss adjusters

• otherinsurers,thirdpartyunderwriters,reinsurers, insuranceintermediaries,regulators,law enforcementandtheFinancialOmbudsmanService (FOS)andothercompaniesthatprovideservicesto us or you,forexampletheClaimsandUnderwriting Exchange(CUE)

• prospectivebuyersintheeventwe wish to sell all or partofourbusiness.

8. Transferring personal information outside the UK WeuseserverslocatedintheEuropeanUnion(EU)to

store yourpersonalinformationwhereitisprotectedbylawsequivalenttothoseintheUK.Wemaytransferyour personalinformationtoothermembersoftheglobalAllianzGrouptomanageyour insurance policy orclaim;thiscouldbeinsideoroutsidetheEU.We haveBindingCorporateRules(BCRs)whichareour commitmenttothesamehighlevelofprotectionforpersonalinformationregardlessofwhereitisprocessed.TheserulesalignwiththoserequiredbytheEuropeanInformationProtectionauthorities.Ifyou wouldlikemoreinformationabouttheBCRspleasecontact our DataProtectionOfficer.

Someofour suppliers have servers outside the EU.Ourcontractswiththesesuppliersrequirethemtoprovideequivalentlevelsofprotectionforyour personalinformation.

9. How long we keep personal information Wekeepinformationonlyforaslongaswe need it

toadministerthepolicy,manageour businessorasrequiredbylaworcontract.

10. Know your rights Youhavetherightto: • objecttous using yourpersonalinformation.We

will either agree to stop using it or explain why we areunableto(therighttoobject)

• askforacopyofthepersonalinformationwe hold aboutyou,subjecttocertainexemptions(data subjectaccessrequest)

• ask us to update or correct your personal informationtoensureitsaccuracy(therightof rectification)

• ask us to delete yourpersonalinformationfrom our recordsifitisnolongerneededfortheoriginal purpose(therighttobeforgotten)

• ask ustorestricttheuseof your personal informationincertaincircumstances(therightof restriction)

• askforacopyofthepersonalinformationyou provided to us,soyoucanuseitforyour own purposes(therighttodataportability)

• complainifyoufeelyour personalinformation hasbeenmishandled.We encourage youtocome to us inthefirstinstancebutyou are entitled to complaindirectlytotheInformationCommissioner’s Office(ICO)atwww.ico.org.uk

• ask us,atanytime,tostopusingyour personal information,ifusingitbasedonlyonyour consent (therighttowithdrawyourconsent).

If you wish to exercise any of these rights you can do so by contacting our Customer Satisfaction Manager:

Address: AllianzInsuranceplc, 2530TheQuadrant, AztecWest, Almondsbury, BristolBS324AW

Email: allianzretailcomplaints@allianz.co.uk Phone: 03301021781

Forpetandequineproductsonly: Address: AllianzInsuranceplc,

GreatWestHouse(GW2), GreatWestRoad, Brentford, MiddlesexTW89EY

Email: ahd.csm@allianz.co.uk Phone: 03450261985

ForAllianzMusicalInsuranceonly: Address: AllianzMusicalInsurance,

GreatWestHouse(GW2), GreatWestRoad, Brentford, MiddlesexTW89DX

Email: csm@allianz.co.uk Phone: 03443914037

ForAllianzLegalProtectionproductsonly: Address: AllianzLegalProtection,

2530TheQuadrant, AztecWest, Almondsbury, BristolBS324AW

Email: alpcomplaints@allianz.co.uk Phone: 03450700886

11. Data Protection Officer Contact details Ifyou haveanyqueriesabouthowwe use your

personalinformation,pleasecontactourDataProtectionOfficer:

Address: DataProtectionOfficer, Allianz, 57Ladymead, Guildford, SurreyGU11DB

Email: dataprotectionofficer@allianz.co.uk Phone: 03301021837

Changes to our Fair Privacy NoticeOccasionallyitmaybenecessarytomakechangestothisnotice.Whenthathappenswe will provide you with an updatedversionattheearliestopportunity.Themost recentversionwillalwaysbeavailableonourwebsite.www.allianz.co.uk

9360/1

BY TELEPHONE 0345 071 8000

BY EMAIL info@petplan.co.uk

IN WRITING PetplanCustomerCentre GreatWestHouse(GW2) GreatWestRoad Brentford Middlesex TW89DX UnitedKingdom

WEBSITE petplan.co.uk

Downloadaclaimform petplan.co.uk/claims Trackyourclaim petplan.co.uk/claims My Petplan area petplan.co.uk/mypetplan

PET BEREAVEMENT 08001386515 HELPLINE Run by The Blue Cross

How to contact us

PetplanisatradingnameofPetPlanLimitedwhoadministerthecoverandAllianzInsuranceplcwhoprovideandunderwritethecover.PetPlanLimited(RegisteredinEnglandNo.1282939)isasubsidiaryofAllianzInsuranceplc(RegisteredinEnglandNo.84638).Registeredofficeaddress:57Ladymead,Guildford,SurreyGU11DB,UnitedKingdom.

Pet Plan Limited is authorised and regulated by the Financial ConductAuthority. Financial ServicesRegister No. 311969.Allianz Insurance plc isauthorisedbythePrudentialRegulationAuthorityandregulatedbytheFinancialConductAuthorityandthePrudentialRegulationAuthority.FinancialServicesRegisterNo.121849.Petplan’stradingaddressis:GreatWestHouse(GW2),GreatWestRoad,Brentford,MiddlesexTW89DX.