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FAQs

Policy

When does my cover begin?
Your cover begins from your specified inception date. You will immediately be sent an email confirming cover.
We do not cover illnesses which occur within the first 14 days of policy inception or injuries which occur within 5 days of policy inception.

Who are the insurers / underwriters?
This policy is underwritten by QIC Europe Ltd, a company registered in Malta with Malta Financial Services Authority. Their address is, Suite C7, 4th Floor, Block C, Skyway Office, 179 Marina Str, Pieta PTA, MALTA, 9042, QIC Europe Ltd are operating in the UK through Cranbrook Underwriting Limited, St Clare House, 30/33 Minories, London, EC3N 1DD. FCA registration number 587073.

Cranbrook Underwriting Limited, are an Appointed Representative of Chesterfield Insurance Brokers Ltd, St Clare House, 30/33 Minories, London, EC3N 1DD. FCA registration No. 309345.

What does lifetime cover mean?
Lifetime cover means you have an annually renewable lifetime reinstatement policy i.e. the cover for your pet will continue throughout its lifetime subject to the payment of the premium.

What does annual cover mean?
Our annual policy has been designed for owners looking for great value pet insurance to help with the cost of veterinary fees to treat injuries or short-term illnesses. This type of policy provides cover for a period of 12 months only.

Are there any dogs that you will not insure?
Unfortunately we cannot insure dogs used for guarding, coursing, racing or registered under the Dangerous Dogs' Act. Additionally, we cannot offer cover for the following breeds; American Bully, American Pit Bull Terrier, American Staffordshire Terrier, Canary Dog, Cane Corso, Cane da Pastore, Carolina Dog, Coyote, Dogo Argentino, Dogo Canario, Dogo Guatemalteco, Dogo Sardesco, Fila Brasilero, Gull Terrier, Japanese Tosa, Kohati, Pakistani Bull Terrier, Perro De Presa Canario, Pitt Bull Terrier, Presa Canario, Saarloos Wolfhound, Tosa Inu, Wolf, Wolf Hybrid, or any dog crossed with any of the above. Dogs used for working.

Can I apply if my pet has any existing conditions?
Before taking out pet insurance with us you must inform us of any current conditions or previous illnesses.
If you take out the annual cover we cannot cover you for any known conditions. However, if you purchase one of our policies offering lifetime cover, a condition is no longer considered to be pre-existing when your pet has been symptom and treatment free for a consecutive period of 24months.

Are there any age restrictions?
We insure dogs and cats from eight weeks to aged less than eight year at policy inception however, certain breeds can only be insured if the pet is less than five years old at policy inception.

Will you continue to renew my pet's insurance when he or she is old?
Yes, if you take out lifetime cover your pet will be insured throughout its life.

If you take out an annual silver policy, this cover will cease when your pet turns 8 years.

What does third party liability mean?
This section covers any compensation that you would be legally liable to pay for accidental bodily injury to a person or accidental damage to someone’s property that your dog has caused.

What is complementary or alternative therapy treatment?
Complementary therapy is an alternative treatment that is not considered to be standard veterinary practice.
Acupuncture, homeopathy, chiropractic manipulation, hydrotherapy, osteopathy, physiotherapy and treatment for behavioural illness all fall into this category. If such treatment is recommended by your vet, then please refer to your claims handler for further information.

Is my pet covered for dental treatment?
Your pet will be covered for veterinary dental treatment providing that your pet has received a dental (health) check by your vet within the last 12 months, and that any recommended treatment has been carried out within 6 months or earlier if specified. Maximum limit per year £350.

Are hereditary or congenital diseases covered under this policy?
Providing that there are no clinical signs of these diseases when you take out the policy we will cover your pet for any hereditary or congenital diseases.

Are hip replacements covered?
Our policy does cover hip replacements.

Can I claim for routine vaccinations?
Unfortunately you cannot claim for routine vaccinations.

Payments

When will my first direct debit be due?
If you take out a policy that incepts on the same day that it is taken out, your first direct debit will be collected five working days later. For all future collections please refer to your direct debit schedule as provided by Premium Credit.

Why have I received documents from Premium Credit Limited?
Payment by instalments is via an interest free credit agreement with Premium Credit. You will be sent an agreement. It is a legal requirement that the form is sent to you. Premium Credit would like you to agree to their terms of business online or by returning the paper agreement. Please note that Premium Credit Limited may start collecting your monthly installments before you have signed your credit agreement. If you do not return the credit agreement, Premium Credit Limited's terms and conditions will apply, however, your installments will continue to be collected.

Can I change my direct debit details?
To alter your direct debit details please call 0121 308 8685 and we will be happy to make the necessary arrangements.

If I select to pay annually what cards are accepted?
The following cards are accepted.

        

Claims

What is the maximum pay out in a year?
Depending upon the level of cover selected, you can claim up to your chosen vet fee limit each year. Other policy sections have additional limits to the vet fees.

How do I claim?
www.vetsmedicover.co.uk/how-to-make-a-claim/

What is the maximum time limit for me to submit a claim?
You must advise claims handler as soon as possible, all claims to be submitted within three months of the date of injury or illness.

What are direct claims?
We pay claims directly to the veterinary practice, less the excess, as opposed to you paying the vet and VetsMediCover reimbursing you, as our client.
A direct claim means you only pay the excess as specified on your policy certificate.

Do I have to claim directly?
Direct claims are our preferred method of payment. However, if either you or your vet would prefer not to use this method please let our Claims Team know that your vet has been paid so that you, the client, can be reimbursed personally.

How will claims payments differ as my pet ages?

When your pet is aged 4 & 5 you will also be required to pay a 10% contribution of the claims cost, in addition to the standard excess, for pets over 6 this increases to 20% contribution of the claims cost, in addition to the standard excess This is called co-insurance. For full policy terms and conditions please see the QIC Europe Ltd policy wording.

How is the policy excess payable?
The excess applies per condition per policy period; if further periods of insurance are offered and accepted and you have a continuous claim any fees incurred in the new policy period would be subject to the excess. If a claim occurs at the later stages of a policy period and the treatment took place in that previous policy period, then this is incurred within the old policy, even if the invoice is not issued until after renewal.

Contact Us

How can I contact you?
To contact a member of the VetsMediCover team please call 0121 308 8685 or email info@vetsmedicover.co.uk.

How do I cancel my policy?
Our policy offers you a 14 day cooling off period in which to cancel your policy. In this case, we will cancel your cover provided that you have not made any claims on the policy. To do this simply call 0121 308 8685 or email info@vetsmedicover.co.uk.

If you wish to cancel your policy after the cooling off period please email or write to us.

How do I complain?
To complain please call VetsMediCover on 0121 308 8685 or mark your email with the subject ‘complaint' and send it to info@vetsmedicover.co.uk.
VetsMediCover
SQ2 House
240b Lichfield Road
Four Oaks
Sutton Coldfield
West Midlands
B74 2UD

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