PET INSURANCE
for Cats and Dogs
Contents
Introduction .............................................................................................................. 1
Contact details ...................................................................................................... 2-3
Making a claim ......................................................................................................... 4
1 Words & phrases with special meanings .......................................................... 5-7
2 Your cover ..................................................................................................... 8-24
2.1 Veterinary Fees ....................................................................9-11
2.2 Death from accident or illness ................................................ 12
2.3 Cremation or cemetery burial ................................................. 13
2.4 Finding your pet ..................................................................... 14
2.5 Theft and straying .................................................................. 15
2.6 Boarding fees if you need to go into hospital........................... 16
2.7 Holiday cancellation ............................................................... 17
2.8 Travelling abroad with your pet .........................................18-20
2.9 Third party liability ............................................................21-23
General exclusions .................................................................24
3 Policy cancellation ...................................................................................... 25-26
4 Things you need to do and we need to do ...........................................................27
5 How to make a complaint ..................................................................................28
6 Legal and compliance.................................................................................. 29-32
6.1 Contract of Insurance .............................................................29
6.2 Premiums and Terms & Conditions ................................... 29-30
6.3 Fraud .................................................................................... 30
6.4 Reinstatement ...................................................................... 30
6.5 General Conditions ................................................................. 31
6.6 Change of Insurers ................................................................. 31
6.7 Financial Service Compensation Scheme ............................... 31
6.8 Policy Underwriter .................................................................32
7 Data Protection Notice - Using your personal information .................................32
Page 1
Introduction to your
Argos Pet Insurance Policy
To make your policy document easier to read, we have tried to use less jargon.
Where we use any words or phrases with a certain meaning, we tell you what it
means in the Words & Phrases With Special Meanings section.
This policy meets the demands and needs of a person who wants to make sure the
veterinary costs of their pet are met now and in the future.
• Lifetime covers vet fees for new illnesses and accidental injuries up to a
maximum amount which is reset each year.
• Maximum Benet covers vet fees for new illnesses and accidental injuries
up to a maximum amount. This limit per condition is not reset and once it
is used up, you will no longer be able to claim for further treatment for that
condition.
• Time Limited covers vet fees for new illnesses and accidental injuries up
to a maximum amount for up to 12 months from the start of treatment. This
limit per condition is not reset and once it is used up or the 12 month period
has passed, you will no longer be able to claim for further treatment for that
condition.
This policy tells you all about what your pet is covered for and what is not covered,
and should be read along with your certicate of insurance. Your certicate of
insurance is your personalised document which shows the type of policy you have
chosen. The maximum benets, excess and any special conditions and exclusions
that apply to your cover are shown in the certicate of insurance. If any of the
information is wrong, please contact us straight away so that we can update your
policy record.
To contact us you can use the portal, call us or write to us. You will nd all of our
contact details in the Contact Details section.
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Page 2
Contact Details
For your policy/claim
contents
Address your letter to the relevant department:
General Enquiries or Cancellations: Customer Service Department
Claims: Claims Department
Complaints: Customer Relations Department
and send to: Argos Pet Insurance
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire WD6 2XX
You can submit, track and manage a claim and make
changes to your policy by logging in to
Argos Pet Portal
argospetinsurance.co.uk/portal
If you would prefer to speak to us, please call us on
0344 543 1053
To improve the quality of our service, we may monitor and record
telephone calls.
The cost of calls to 03 prexed numbers are charged at national call
rates. Charges may vary dependent on your network provider.
Page 3
Contact Details
REMEMBER: Your Argos Pet Insurance policy gives you access to our Argos Vet
Assistance for any non-emergency pet health queries, behavioural and nutritional
advice and an opportunity to talk to someone should you sadly lose your pet.
Call Argos Vet Assistance any time of the day or night on:
0303 334 0795
Make sure that you have your policy number to hand
when you call.
If you prefer, you can also speak to Argos Vet Assistance via
Live Chat.
The link to do this can be accessed by logging in to
Argos Pet Portal.
For your health and wellbeing queries
But remember, in an emergency.....
You should always consult your vet immediately if your
pet has collapsed, is unconscious or has been involved in a
serious accident.
If you then need to make a claim, please log in to
Argos Pet Portal or call us on 0344 543 1053
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Contact Details
Page 4
Making a claim
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Words & phrases with special meanings
Vet Fee claims
The quickest way to log and track a claim is to go to
Argos Pet Portal (argospetinsurance/portal)
Third Party Liability claims
If your dog is involved in an incident that could lead to someone making a claim
against you, please phone us as soon as you can on
0344 543 1053
For all other claims
Download a claim form from
Argos Pet Portal (argospetinsurance/portal)
If you would prefer to talk to us on the phone, you can call us on
0344 543 1053
Page 5
Words & phrases with special meanings
1
Accidental Injury means a sudden and unforeseen injury which is the result of an identiable and known
cause or event. This includes any symptoms, whether or not diagnosed.
Argos Pet Portal means the online platform (argospetinsurance.co.uk/portal) where you can manage your
policy and log and track claims.
Argos Vet Assistance means the helpline operated by Vetsdirect Limited.
Certicate of Insurance means the personalised document which tells you the details of your cover.
Complementary Treatment means hydrotherapy, osteopathy, massage and healing, laser treatment,
electrical muscle stimulation, acupuncture or chiropractic treatment.
Condition(s) means any illness or accidental injury whether or not it results in a diagnosis. There will be
conditions that will fall in the following categories:
1. Bilateral means any condition affecting the right and left sides of your pet where there is an
underlying cause. For example, hip dysplasia for hips, ear inammation (otitis) for ears, cruciate
ligament disease, or luxation of the kneecaps (patellae).
2. Recurring means any previous condition or symptom that may come back or is likely to happen to
your pet again. For example, this could be repeating episodes of diarrhoea, vomiting or injuries to
claws.
3. Related means if a number of symptoms are:
• Subsequently diagnosed as one condition; or
• Caused by, related to, or result from another condition or symptom.
For example, a related condition could be excessive drinking as a symptom of diabetes. We would
consider this as one condition not two.
When applying a maximum benet or exclusion, we will consider bilateral, recurring or related
conditions as one condition.
Excess(es) means the amount you pay towards each vet fees claim. The excess may be a xed amount (for
example £99) and/or a percentage contribution (for example 20%). Your excess is shown in your certicate
of insurance. When your pet reaches a certain age this excess is likely to change. This change and the age
when it applies for your pet is shown on your certicate of insurance. You will be told of the change at least
one year before it is applied.
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Family means your spouse, civil partner, partner who you currently live with, children, parents or
other relatives who normally live with you.
Illness means physical disease, sickness, abnormality, infection or failure which is not caused by an
accidental injury. This includes any symptoms, whether or not diagnosed.
Market Value means the cost for an animal of the same breed, pedigree and sex as your pet.
Maximum Benet means the most we will pay for any part of the cover. The maximum benets are
shown in your certicate of insurance.
Pet means the cat or dog named and described on your certicate of insurance.
PETS means Pet Travel Scheme. This allows you to take your pet abroad to certain countries and
return to the United Kingdom without the need for your pet to go into quarantine.
Policy Year means the 12 month period shown on your certicate of insurance during which your
premium and benet levels are guaranteed. However, if there is a change to your circumstances
or correction to your pet’s details, it may be necessary to alter your premium during that 12 month
period.
Premium(s) means the premium payable either monthly or yearly by you. You must pay your premium
in full and on time to be covered.
Start Date means the date when your pet rst becomes covered under this policy. The start date is
shown on your certicate of insurance.
Symptom(s) means a change in your pet’s normal healthy state, its bodily functions or behaviour.
Travel documents means the Pet Passport, PETS Certicate and/or certicate for treatment against
parasites issued for your pet under the terms of the PETS.
Treatment(s) means any examination, consultation, advice, tests, X-rays, medication, surgery, nursing
and care given by a vet, veterinary practice or member of an approved professional organisation
following your vet’s instruction. We may telephone your vet to conrm that treatment was right for
the particular condition.
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Words & phrases with special meanings/cont...
Page 7
Words & phrases with special meanings/cont...
Vet means:
1. In the United Kingdom, the Channel Islands or the Isle of Man, a member of the Royal College of
Veterinary Surgeons; or
2. Outside the United Kingdom, the Channel Islands or the Isle of Man, a veterinary surgeon who is
registered and actively working in a country covered by the PETS.
Vet Fees means fees charged to give treatment for a condition.
We, Us, Our means Pinnacle Insurance plc.
You, Your, Yourself means the person named in the certicate of insurance who is responsible for your
pet.
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Your cover
2
In this section we tell you what is covered and what is not covered during the policy year.
The most we will pay is up to the maximum benet limits, which are shown in your certicate of
insurance.
Your excess and any conditions not covered are also shown in your certicate of insurance.
Pet age limits
You can insure your pet from 8 weeks of age.
The upper limit to start a new policy for most breeds of dogs is their 8
th
birthday. For some breeds of
dogs it is their 5
th
birthday.
For cats, the upper age limit is their 10
th
birthday.
Once your pet is insured cover can continue beyond these upper age limits.
Cover limits
Lifetime Cover
The maximum benets we will pay under this policy per policy year are shown in your certicate of
insurance.
Maximum Benet Cover
The maximum benets we will pay for each condition under this policy are shown in your certicate
of insurance. Each condition is only covered until the maximum benet as shown on your certicate
of insurance is paid for that condition. After this, we will not make any further claims payments for
that condition or any bilateral, recurring or related conditions.
Time Limited Cover
The maximum benets we will pay for each condition under this policy are shown in your certicate
of insurance. Each condition is only covered for 12 months calculated from the rst date of treatment
or until the maximum benet is paid for that condition whichever occurs rst. After this, we will not
make any further claims payments for that condition or any bilateral, recurring or related conditions.
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2.1 Veterinary Fees
If your pet falls ill, is injured or needs treatment from a vet, this part of the cover helps you pay for the
vet fees.
We may contact your vet to conrm the treatment was right for the condition you are claiming for. If
we believe the fees and/or treatment are excessive, we will talk with your vet about the costs on your
behalf and we may ask you to use a different vet for future treatment. Otherwise we may not be able
to pay future claims.
What you pay
• The excess.
What you are covered for
Vet fees for the cost of any treatment your pet has received for a condition(s).
Any herbal or homeopathic medicine your vet recommends.
Any complementary and physiotherapy treatment your vet recommends up to the maximum
benet.
The cost of having your pet put to sleep (euthanasia) if recommended by or agreed with your vet.
25% of the cost of a clinical diet for your pet for a maximum period of 6 months per condition, if it
is recommended by your vet for a treatable condition other than for obesity/weight loss.
The cost of treatment for a dental condition and any related conditions, so long as:
There is a history of annual check-ups. If not annual, then as recommended by your vet. We
would need proof that any advice given has been followed within 6 months; and
The treatment is to relieve suffering due to illness.
The cost of dental treatment as a result of an accidental injury.
Ongoing treatment of a condition so long as the policy remains in force, subject to the “We will
not pay for” section.
The cost of any treatment your pet has received in any country included in the PETS as part of
the Extension of Vet Fees Cover Abroad.
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2.1 Veterinary Fees/cont...
What we will not pay for
Any condition or symptom, or anything related to it, that you were aware of or has been noted
and/or checked by a vet, before this policy started.
Any excluded condition shown on your certicate of insurance.
The cost of any treatment for any illness which occurs or shows symptoms within 14 days of the
start date.
Please note, this exclusion will not apply if you have switched to Argos Pet Insurance from another
insurer and so have had continuous cover for your pet for two weeks. If this is the case, we will
request to see evidence of your previous pet insurance.
Any treatment for accidental injury or poisoning which occurs or shows symptoms within 3 days
of the start date.
Please note, this exclusion will not apply if you have switched to Argos Pet Insurance from another
insurer and so have had continuous cover for your pet for two weeks. If this is the case, we will
request to see evidence of your previous pet insurance.
Any treatment your pet has received outside the 12 month period if you have Time Limited Cover.
House calls, any extra cost for out of hours treatment, or ambulance fees, unless your vet
conrms that moving your pet or waiting until normal surgery hours would either endanger its
life or signicantly worsen the condition.
Costs relating to routine or investigative tests. This does not apply where the routine or investigative
tests are to diagnose a condition covered under this policy or perform a pre-anaesthetic blood
prole health check such as pre-operative blood tests for an existing symptom for a condition
covered under this policy.
Routine and preventative treatments, such as vaccinations, cosmetic dentistry, cosmetic surgery,
cleaning and descaling of teeth, spaying, castration, routine removal of dew claws, parasite
control treatments, grooming and nail clipping.
Complications caused by cosmetic treatments or where your vet conrms the treatment was not
necessary.
Treatment related to baby teeth (deciduous teeth) if your pet is over 16 weeks of age at the start
date.
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2.1 Veterinary Fees/cont...
What we will not pay for/Cont ....
Treatment related to retained testes if your pet is over 16 weeks of age at the start date.
The cost of any food except as set out in “What you are covered for” point 5.
The cost of any post mortem examination.
Treatment for an illness that could be avoided by vaccination and you didn’t vaccinate as
recommended by your vet.
The cost of any treatment for eas except where this is used to treat a skin condition, (for example,
FAD (Flea Allergic Dermatitis)), when the pet has a skin reaction to the ea’s saliva), when we will
pay the cost of one ea treatment.
Treatment related to pregnancy, giving birth or breeding and any complications caused by them.
Treatment which your vet conrms you could have given in your home yourself.
Organ or stem cell transplants, limb prostheses including any vet treatment needed to t the
prosthesis. This does not apply to the cost of replacing hip, knee and/or elbow joints and any
related treatment.
The cost of surgical items that can be used more than once.
Travel costs for taking your pet to the vet.
Claims resulting from your dog being involved in a ght where your dog has a history of treatment
following ghting.
Treatment following a ght between two or more of your pets or where one of the pets involved
is living at your address but belongs to a member of your family or anyone else living with you on
a permanent or temporary basis.
Fees charged by your vet for completing claim forms.
Fees charged by your vet for referral to another vet.
Treatment without an itemised invoice.
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2.2 Death from accident or illness
What we will pay
We will repay you the price you paid for your pet if it dies due to an accident or illness.
We will pay this benet as well as any treatment costs already paid to treat your pet.
If you don’t have written proof of payment or you didn’t pay for your pet, we will pay you whichever is
the lower value of the amount you stated when you applied for cover or the market value.
What we will not pay
If your pet dies as a result of an accidental injury or poisoning which occurs or shows
symptoms within 3 days of the start date.
Please note, this exclusion will not apply if you have switched to Argos Pet Insurance from
another insurer and so have had continuous cover for your pet for two weeks. If this is the case,
we will request to see evidence of your previous pet insurance.
If your pet dies as a result of an illness which occurs or shows symptoms within 14 days of the
start date.
Please note, this exclusion will not apply if you have switched to Argos Pet Insurance from
another insurer and so have had continuous cover for your pet for two weeks. If this is the case,
we will request to see evidence of your previous pet insurance.
If your pet dies due to any condition or symptom, or anything related to it, that you were aware
of or has been noted and/or checked by a vet before the start date or any condition not covered.
If your pet dies as a result of an illness, after the renewal date that follows your pet reaching the
age below:
Cats – 10 years
Dogs – 8 years or 5 years*
* For some breeds, this will be 5 years. If your dog is one of those breeds, this will be highlighted
on your certicate of insurance.
For the cost of your pet where a decision is made to put the pet to sleep (unless the vet conrms
it was not humane to keep your pet alive).
Any cost for death resulting from pregnancy, giving birth or breeding.
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2.3 Cremation or cemetery burial
What we will pay
We will pay you up to £200 for the cost of cremation or cemetery burial if your pet dies or is put
to sleep by a vet as a result of an accidental injury or illness.
What we will not pay
If your pet dies due to an injury caused by an accident or illness that is not covered under the
Death From Accident or Illness benet.
If your pet dies as a result of an illness, after the renewal date that follows your pet reaching the
age below:
Cats – 10 years
Dogs – 8 years or 5 years*
* For some breeds, this will be 5 years. If your dog is one of those breeds, this will be highlighted
on your certicate of insurance.
We understand how dicult it is to lose a pet, so should you feel you need to talk to
someone about your bereavement, please do not hesitate to call Argos Vet Assistance
for a condential chat on 0303 334 0795.
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2.4 Finding your pet
What we will pay
We will repay you for any local advertising costs, rewards and other costs you have had to pay to
help recover your pet after it is stolen or goes missing.
What we will not pay
If your pet is stolen or strays within 14 days of the start date.
Please note, this exclusion will not apply if you have switched to Argos Pet Insurance from
another insurer and so have had continuous cover for your pet for two weeks. If this is the case,
we will request to see evidence of your previous pet insurance.
Any reward where you do not have a signed receipt giving the name, address and telephone
number of the person who found and returned your pet to you.
Any reward to a family member.
Any reward to the person who was caring for your pet when it was lost or stolen.
If your dog is not microchipped at the time of any claim (except where this is not suitable for
reasons of animal health).
Any costs for services carried out by another person, company, organisation or pet detective
other than producing posters and leaets for local advertising and sharing the loss on the
internet and social media.
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2.5 Theft and straying
What we will pay
We will repay you the price you paid for your pet if it is stolen or goes missing and is not
recovered within 30 days.
If you have no written proof of payment or you did not pay for your pet, we will pay you whichever is
the lower value of the amount you stated when you applied for cover or the market value.
What you need to do
As soon as you nd out your pet is missing, you must tell the closest vet to where your pet went
missing, local rescue centre or local authority warden.
If your pet is found after we have paid you, you must pay us back all the money you received. We
may take legal action to recover the money if you don’t pay it back to us.
What we will not pay
If your pet is stolen or goes missing within 14 days of the start date.
Please note, this exclusion will not apply if you have switched to Argos Pet Insurance from
another insurer and so have had continuous cover for your pet for two weeks. If this is the case,
we will request to see evidence of your previous pet insurance.
If your dog is not microchipped at the time of any claim (except where this is not suitable for
reasons of animal health).
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2.6 Boarding fees if you need to go into hospital
What we will pay
We will repay you the kennel or cattery fees you have paid if:
you or a member of your family is ill or injured and has to spend more than 48 hours in
hospital; and
your pet stays in a licensed kennel or cattery while you or a member of your family are in
hospital.
Or, if you ask someone who is not living with you to look after your pet while you are in hospital,
we will pay a daily rate of £15.
We will not pay any costs where hospitalisation is due to any of these reasons
Alcoholism, drug abuse or self-inicted injuries, pregnancy or giving birth.
An illness or accidental injury rst occurring or showing symptoms before the start date.
An illness rst occurring or showing symptoms within 14 days of the start date.
Please note, this exclusion will not apply if you have switched to Argos Pet Insurance from
another insurer and so have had continuous cover for your pet for two weeks. If this is the case,
we will request to see evidence of your previous pet insurance.
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2.7 Holiday cancellation
What we will pay
We will repay you the cost of any lost travel and accommodation costs if:
you or any member of your family travelling with you cancel your holiday less than 7 days
before you were due to leave or you come home early because your pet goes missing while
you are away; or
you come home early because your vet advises your pet needs life-saving treatment.
What we will not pay
Costs for anyone else who was on holiday with you other than members of your family.
If you cancel your holiday or come home early because your pet needs treatment which your vet
conrms is not life-saving.
If you cancel your holiday or come home early because your pet needs treatment due to a
condition which occurs or shows symptoms before or within 14 days of the start date.
Please note, this exclusion will not apply if you have switched to Argos Pet Insurance from
another insurer and so have had continuous cover for your pet for two weeks. If this is the case,
we will request to see evidence of your previous pet insurance.
If you booked your holiday less than 28 days before you were due to leave.
If you can claim these costs back from any other source. For example, travel insurance.
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2.8 Travelling abroad with your pet
You are covered for the following benets while you are travelling in any of the countries included in the
PETS. You can nd the rules for the PETS at: https://www.gov.uk/take-pet-abroad. If you do not follow
these rules, we will not be able to pay your claim.
Extension of vet fees cover abroad
What we will pay
We will repay you the cost of any treatment your pet has received in any country included in the
PETS during the policy year. Any payment forms part of your vet fees benet.
You are covered for a maximum of 90 days in any policy year.
What we will not pay for
Any costs linked with following the rules of the PETS.
Claims caused by an event which happened outside the countries included in the PETS, the
United Kingdom, the Channel Islands and the Isle of Man.
Any claims for treatment not supported by a receipt showing the address and telephone number
of the veterinary surgery providing treatment.
Any claim for Third Party Liability outside the United Kingdom, the Isle of Man or the Channel
Islands.
Quarantine costs
What we will pay
We will pay you up to the maximum benet for quarantine costs:
And other costs involved to get new travel documents for your pet, if your pet’s microchip
fails;
Due to an illness despite you following all of the PETS rules;
Due to your pet’s travel documents being lost or stolen.
We will not pay any costs due to any of these events
The microchip not having been checked and found to be functioning properly before your
departure on any trip.
Any costs due to any condition you were aware of before the start of any trip.
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2.8 Travelling abroad with your pet/cont...
Loss of pet travel documents
What we will pay
We will pay you up to £250 towards the cost of replacement travel documents should the
originals become lost, stolen or destroyed during a trip.
When the travel documents are left on their own they must be kept in your locked
accommodation or in the locked boot, covered luggage area or glove compartment of a
locked vehicle.
If the travel documents are lost or stolen, within 24 hours of discovering them missing, you
must report the incident to the police and get a police report. If the loss or theft was on a
ship, aircraft, train or coach you must report the loss to the company who arranged the
travel and get a report.
We will not pay any costs due to any of these events
Any loss, theft or destruction that occurs before the start of your trip.
Any claim for the loss, theft or destruction of the travel documents where you do not tell the
issuing vet within 24 hours of discovery.
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2.8 Travelling abroad with your pet/cont...
Emergency costs abroad
What we will pay
We will pay you up to the maximum benet for any of the following costs if they happen outside
the United Kingdom, the Channel Islands or the Isle of Man during a trip.
Any extra accommodation and return home costs and fees for you and your pet if your pet
needs emergency vet treatment and as a result of this you miss your planned date to travel
home.
Any extra travel and accommodation costs and fees if your pet becomes lost during a trip,
whilst you try to nd your pet before the planned date you are due to travel home.
If your pet dies, the cost of returning your pet’s body home or the cost of disposal in an
agreed country.
Any extra accommodation costs while you get replacement pet travel documents should
they become lost, stolen or destroyed during a trip.
Any extra costs to travel home if the time in getting replacement travel documents has
caused you to miss your planned travel arrangements back to your home.
We will not pay for any of the following
For claims caused by an event which happened outside the countries included in the PETS, the
United Kingdom, the Channel Islands and the Isle of Man.
For an injury that happens or an illness rst showing symptoms before the start of your trip.
If it can be reclaimed from anywhere else.
Unless a vet has conrmed your pet is too ill to travel home the same way it travelled abroad.
Unless a vet has conrmed your pet is too ill to travel home on the planned date.
If your trip was made to get treatment abroad.
For more than 14 days’ accommodation costs and more than £30 for each day’s accommodation.
For the cost of a con, casket or other container for your pet’s remains.
For the cost of food.
Any claim not supported by receipts showing the amount you paid.
Where you have not told the Police as soon as you became aware that your pet is missing and do
not have a Police report.
If you have not sent your claim to us within one year of the date your pet returns home.
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2.9 Third party liability
This part of your cover won’t apply if you are already insured under any other home contents or
liability policy, unless the cover provided by that policy has already been used up.
Please note that for this section of your policy, references to we/us/our refers to Pinnacle Insurance
Plc and/or their chosen claims handler Ageas Insurance Limited.
Ageas Insurance Limited (Company Reg. No. 354568). Registered in England and Wales. Registered
Oce: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire SO53 3YA. Ageas
Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation Authority, Financial Services Register No. 202039.
What we will pay
If your dog causes an injury or death to anyone or damages anyone’s property during the policy year
and you are held legally responsible we will pay up to the maximum benet for:
any compensation and legal costs awarded by a court to the claiming party; and
the legal costs of defending the claim against you.
If more than one person is injured, dies or has their property damaged, we will pay compensation and
legal costs awarded by a court and the legal costs of defending the claim up to the maximum benet
amount of this section of your policy. We are not liable to pay any more than this maximum benet
amount.
If someone else was looking after your dog when the injury, death or damage occurred, we will pay if:
you asked them to look after your dog;
you did not agree to pay them to look after your dog;
the injury, death or damage was not to the person looking after your dog, their spouse, civil
partner who you currently live with, partner, children, parents or any other relatives who normally
live with you or their property; and
you are not aware that your dog had previously caused any injury, death or damage.
What you pay
The rst £100 of any compensation or legal costs for property which has been damaged.
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2.9 Third party liability/cont...
We will not pay:
compensation or legal costs if the injured person, person who has died or owner of the damaged
property:
is you, your spouse, civil partner, partner who you currently with, children, parents or other
relatives who normally live with you;
lives in your home;
works for you; or
was looking after your dog with your permission.
For any property which is in your care, custody or control, or the care, custody or control of
anyone listed above;
the rst £100 of any compensation or costs for property which has been damaged;
for any claim if you are legally responsible for the injury, death or damage only because of an
agreement or contract you have entered into;
for any claim:
due to your profession, job, work or business, or that of your spouse, civil partner, partner
who you currently with, children, parents or other relatives who normally live with you; or
resulting from any incident that happens at your place of work or that of your spouse, civil
partner, partner who you currently with, children, parents or other relatives who normally
live with you;
for any claim occurring on a property licensed for the sale of alcohol where your dog lives or is
kept;
for any claim if the incident happened outside the United Kingdom, the Channel Islands or the
Isle of Man.
any nes or penalties imposed on you from criminal proceedings including any amount a
court requires you to pay to punish you or to try to stop the same circumstances that led to the
incident happening again or because you have caused someone distress, embarrassment or
humiliation; or
any claim if your dog has accidentally injured or caused the death of another person or damaged
someone else’s property, if we later discover that when you bought or renewed the policy you
failed to tell us that your dog had previously shown any aggressive behaviour towards another
person or animal.
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2.9 Third party liability/cont...
Other Dogs
If another dog was involved with your dog in causing the injury, death or damage (even if the other dog
belongs to you), we will only pay for the damage, injury or death caused by your dog insured under this
policy. If your other dog is not insured under this policy, or the dog belongs to someone else, you or the
other owner will have to pay for the share of the injury, death or damage caused by that dog.
What you must do
You must tell us as soon as you are aware of the injury, death or damage which is being claimed
against you.
You must tell us about any other insurances you have (for example, house contents or liability
insurance) which could cover the cost of the damage, injury or death caused by your dog. We will
contact the other insurer(s) to agree which insurer will handle your third party liability claim and
what our liability will be to pay any compensation, costs and fees. We will work this out by looking
at the cover under each of your relevant policies.
Do not admit that your dog was at fault or offer to make payments to anyone unless you have
already received written conrmation from us to do so.
Do not give anybody information or help them claim against you unless you have received
conrmation from us to do so.
Do not answer letters from people who may claim against you, or who are acting for people
who may claim against you. Send all information, documents and letters that you receive to us
straight away.
You must give us any help we ask for and follow any instructions we give you – this includes
giving us all information and documents we need that are relevant to your claim, at your cost. We
may choose to take over any complaint or legal action against you, in your name and at our cost.
There is no need to nd your own legal help. Once we have reviewed the claim we will arrange for
legal representation, if it is needed.
Following a claim under this section or an incident involving your dog which relates to this
section, we may take the decision not to continue to cover your dog under this section when you
next renew your policy. If we take this decision we will advise you in writing and change your
premium to remove this part of your cover.
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General Exclusions
These general exclusions apply to all sections of the cover.
We will not pay a claim for any of the following:
Any other costs that are indirectly caused by the event which led to your claim, unless stated in
this policy.
Any claim caused deliberately or intentionally, or an injury caused intentionally, or caused by a
reckless or serious lack of care by you or any member of your family or anyone else living with
you.
Any claim which your vet conrms has arisen as a result of you not taking reasonable care of
your pet.
Any claim if your pet was worrying or chasing farm animals (livestock).
The costs and compensation for having your pet put to sleep (euthanasia) under a court order or
the Contagious Diseases (Animals) Act 1869 or following its destruction for the protection of farm
animals (livestock).
Any claim where your dog has been used as a guard dog, gun dog, farm dog, emergency rescue
dog or as a dog used for racing or for security purposes.
Any dog that must be registered under the Dangerous Dogs Act 1991 and/or the Dogs (Muzzling)
regulations (Northern Ireland) 1991 or any amendments, or any American Bulldog, American
Bully, American Indian Dog, American Pit Bull Terrier, American Staffordshire Terrier, Bandog,
Boerboel, Bully Kutta, Canary Dog, Cane Corso, Czechoslovakian Wolfdog, Dingo, Dogo Argentino,
Dogue Brasileiro, Fila Brasileiro, Gull Dong, Husky Wolf Hybrid, Irish Staffordshire Blue Bull
Terrier, Irish Staffordshire Bull Terrier, Japanese Tosa, Pit Bull Terrier, Saarlooswolfhound, Tosa,
Tosa Inu, Wolf Hybrid, Wolfdog, or any dog crossbred with any of these breeds.
Any loss if you do not follow the United Kingdom animal health or importation laws.
Any claims due to war, civil war, conicts (whether war be declared or not), violence for any
political, religious or ideological reason, terrorist activity, revolution, civil unrest or any similar
event.
Any claims due to radiation, nuclear explosion or radioactive contamination.
Any claims due to air, water or soil pollution.
Any claim due to pressure waves from supersonic aircraft.
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Policy cancellation
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Policy cancellation
3
Your Right to Cancel
You can cancel your policy at any time by calling us on 0344 543 1053 or write to us.
Within the “cooling off period”
If you cancel during the rst 14 days you will receive a full refund of premium so long as no claim has
been paid. If we have paid a claim, there will be no refund.
Outside the “cooling off period”
Monthly payments
If you cancel outside the rst 14 days we will cancel your policy and not collect the future
monthly payments. If your pet has died, been stolen or has gone missing, and you claim
for this, we will not take any further monthly payments for the current period of insurance.
However, if you have been paid a claim during this policy year then we will deduct any
outstanding monthly payments for the current period of insurance from your nal settlement
claim.
Annual payments
If you cancel outside the rst 14 days we will cancel your policy and refund premiums for the
remaining length of the policy so long as you have made no claims under this policy during this
policy year.
If your pet has died, been stolen or has gone missing, and you claim for this, we will refund
premiums for the remaining length of the current period of insurance. However, if you have
been paid a claim during this policy year then we will not refund any of the premium already
paid unless the claim value is less than the pro-rata premium for the remainder of the policy
year. In this case, the difference between the pro-rata premium and the claim value will be
refunded.
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Policy cancellation/cont...
Our Right to Cancel
We may cancel your insurance cover straight away when:
1. You deliberately tell us something which is untrue or misleading when you reply to any question
we ask you when you buy your policy, or ask us to make a change to your policy (or we can show
that you did not take reasonable care to make sure the information you told us was true).
2. You tell us something which is untrue or misleading by mistake when you reply to any question
we ask you when you buy your policy or ask us to make a change to your policy which, if correctly
answered, would have caused us to not accept you for cover.
3. There is proof of dishonesty or deceitful behaviour by you (or by someone acting on your behalf)
which affects this policy.
4. Due to a change in law or regulation.
5. Sanctions are applied to you or any joint policy holder.
Sanctions means legal nancial restrictions applied to you which make it an offence for us to
pay any money (for example, for a claim or a refund of premium) to you under this policy. This
means that if you or any other relevant third party who has suffered a loss which would otherwise
be covered under the policy, are the subject of a sanction, we may not be able to provide cover
under the policy. “Sanctions” means any sanctions, ban or restriction under United Nations
resolutions or the trade or economic sanctions, laws or regulations of the European Union or
United Kingdom.
If your policy is cancelled as a result of points 1, 3, 4 or 5 above, we will not return any premiums you
have paid. If your policy is cancelled as a result of point 2 above, we will return any premiums you
have paid so long as no claim has been made.
Any decision to cancel cover will not be made at an individual level and will not be based on whether
you have made a claim, except where points 1, 2 or 3 above applies.
Cancellation of your policy will not affect your entitlement to claim for any event which happens
before the date of cancellation, except where points 1, 2 or 3 above applies.
If you have a Time Limited policy, we may choose not to renew your insurance cover. If this happens,
we will write to you at least 90 days before the anniversary of the start date where no other cover is
offered.
This may be because:
in the unlikely event that for any of the reasons listed in the “Changes to your premium” section
we expect to experience unsustainable losses for the particular country or market sector that
applies to your policy.
we decide for reasons of strategy or cost that it is no longer viable for us to continue to offer
cover within the particular country or market sector that applies to your policy.
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Things you need to do and we need to do
4
Things you need to do
You must submit your claim for vet fees along with invoices showing costs/fees you have
incurred within 12 months of the treatment taking place. Failure to do so will result in non-
payment of your claim unless there are exceptional circumstances.
You must take your pet for regular annual check-ups (or as otherwise recommended by your vet)
and vaccinations with licensed products as recommended by your vet.
You must respond honestly to any request for information we make when you take out cover
under this policy, or apply to make a change to your cover. If any statement of fact you make is
untrue or misleading, this may affect the validity of your policy, any claims previously paid by us,
and whether you can make any claim in the future.
You must not make any claim you know is false or dishonest.
If you do not carry these out, we may not pay part of any claim you may make.
Things we need to do
We will assess all claims fairly, reasonably and quickly against the information you tell us and the
terms of the policy.
We may need to see your pet’s records from any vet who has treated it and any other information
about your pet before your claim is paid. If the vet charges for this information, you will have to
pay.
We may need to arrange for someone to visit you and your pet if we feel we need further
information to properly understand your claim.
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We hope you never need to, but if you want to complain about our products or services you can do so
in the following ways.
Argos Pet Portal: argospetinsurance.co.uk/portal
calling us: 0344 543 1053
writing to us: Customer Relations Department
Argos Pet Insurance
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire WD6 2XX
We will deal with any concerns you may have as quickly as we can and wherever possible within
8 weeks of receiving your complaint as needed by the Financial Conduct Authority. If you are not
satised with the answer we give you or if you have not had our nal response within 8 weeks, you
can raise your complaint to:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0300 123 9 123 or 0800 023 4567
Website: www.nancial-ombudsman.org.uk
Following this complaints procedure does not affect your rights to take legal action.
A leaet about our full complaints process is available from us.
How to make a complaint
5
Legal and compliance
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6.1 Contract of Insurance
This policy is renewed each year. You can either pay as a single payment once yearly or in monthly
payments. The contract of insurance between you and us is the policy Terms and Conditions and your
certicate of insurance.
Your cover will end when one of the following happens.
The date your pet dies.
The date you do not pay your premium when it is due.
The date you or we cancel your cover.
6.2 Premiums and Terms & Conditions
The premium and Terms and Conditions for this policy are xed for 12 months and reviewed annually
on the anniversary of the policy start date.
However, if there is a change to your circumstances or correction to your pet’s details, we may need
to alter your premium during the 12 month period.
We will review the Terms and Conditions and the premium each year. Following this review, your
premium may go up, go down or stay the same.
We will only change the premium for these reasons:
A change in any general costs for the running of our business.
A change in the scheme performance or claims experience. For example, this could be due to
information that suggests claims or veterinary fees may go up or down.
Changes to your circumstances such as the age of your pet, your claims history or any change to
your address.
Any change in the Insurance Premium Tax rate.
We will not change the premium for any other reason or to recover previous losses.
Legal and compliance
6
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6.2 Premiums and Terms & Conditions/Cont...
If we change the policy Terms and Conditions, it will only be for these reasons:
To improve your cover.
To make the policy wording clearer or to correct any errors.
To meet any laws or regulations or Insurance Premium Tax.
Due to any of the reasons we say for changing the premium above.
We will not change the Terms and Conditions for any other reason or to recover previous losses.
Each year, at least three weeks before the current policy year is due to end, we will send a renewal
notice to you setting out the new policy Terms and Conditions and premium for the next policy year.
If you have already given your consent for us to collect the premium, your payment will continue to
be taken using the same bank account unless you tell us otherwise. Your cover under this policy will
continue as long as you pay the premium whenever your premiums are reviewed.
You must continue to pay the full premium even when you are making a claim. This will make sure
cover continues for any further treatment or other costs.
If you want to cancel your policy, you can at any time.
6.3 Fraud
If we make any claim payments because of dishonesty or deceitful behaviour by you (or by someone
acting on your behalf), then:
we may stop making further payments and may seek to recover from you any sums paid by us for
any dishonest claim;
we may cancel the contract with effect from the time of the behaviour which may affect other
claims; and
if we cancel the contract, we may not pay any claims occurring after the time of the dishonest or
deceitful claim.
If we cancel your cover due to fraud, we will not return any of the premiums paid by you.
Any valid claim occurring before the dishonest claim will not be affected.
6.4 Reinstatement
If you cancel your cover under this policy or the cover ends due to unpaid premium, you can ask for
the policy to be reinstated. If we agree to this, any claim or condition which starts during the period
when your cover had ceased, will not be accepted.
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6.5 General Conditions
You and your pet must live in the UK at the address shown on your certicate of insurance.
Geographical Limits - this insurance only applies in the United Kingdom, the Channel Islands and
the Isle of Man except for vet fee claims occurring while you are travelling abroad to any country
included in the PETS.
Choice of Law - this policy is governed by English Law. Any legal proceedings will be held in the
courts of England and Wales. If you live in Scotland, Northern Ireland, the Channel Islands or the
Isle of Man, you can start legal proceedings in your local courts.
Surrender Value - when your cover under this policy ends it will not have a cash value.
Transfer Rights - the rights given under this policy can be transferred directly to another
individual taking on the full responsibility of the pet if we agree. To transfer the rights of your
policy, please contact our Customer Services Department. Transfer of rights may result in a
change to the premium amount.
All contact with you will be in English.
6.6 Change of Insurers
It may be that the insurance company underwriting your cover could change at renewal. If this
happens you will be told of this change not less than 21 days before your current policy renews and
told about any changes in your policy cover.
If you pay by direct debit then your policy may be automatically renewed with the new insurer. If you
do not want your policy to be renewed then please let them know before the renewal date.
6.7 Financial Service Compensation Scheme
Pinnacle Insurance plc is covered by the Financial Services Compensation Scheme (FSCS). If it is
unable to pay claims to you, you may be entitled to compensation from the FSCS. Further information
is available from their website: www.fscs.org.uk
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Using your personal information
7
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6.8 Policy Underwriter
Your Argos Pet Insurance is sold, underwritten and managed by Pinnacle Insurance plc under policy
number 02605 (1
st
September 2019).
Pinnacle Insurance plc (Company registered number 1007798) which is authorised by the Prudential
Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation
Authority (Financial Services Register number 110866). Its registered oce address is Pinnacle House,
A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX.
Pinnacle Insurance plc Data Protection
When you purchase your insurance, we will collect certain types of personal information from you.
We will process your personal data in line with the UK Data Protection Act 2018 to perform the
contract with you or to take steps at your request before entering into the contract, managing your
marketing consent choices, as well as to act in line with law and regulation and for the legitimate
interests of our business.
Our full Data Protection Notice is available on our website at the following address: www.
pinnaclepetgroup.com/privacy, which includes further information about our processing of your
personal data, retention periods, your data protection rights and our contact details.
Ageas Insurance Limited Data Protection Notice
Ageas collects and uses personal information where there is a justiable reason for doing so, such as
processing a claim.
If you would like to read Ageas’ full Privacy Policy, please go to www.ageas.co.uk/privacy-policy or
contact the Data Protection Ocer at the above address or via e-mail at [email protected].
Please be aware that there will be sections of the Privacy Policy which will not apply to how Ageas
process your personal information in relation to this policy.
P3271v6 - Draft 2 - 18/4/23
