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Tesco Bank
Pet Insurance
Policy
Booklet

How we can help

you and your pet

Pet Insurance
Another little help from Tesco Bank.

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 Welcome and how to get in touch
Claim Line: 0345 078 3860
Lines are open Mon–Fri 8am–8pm, Sat 9am–5pm.

Download a claim form: www.tescobank.com/pet

Email: [email protected]
Customer Helpline: 0345 078 3895
Lines are open Mon–Fri 8am–8pm, Sat 9am–5pm, Sun 10am–5pm.

Tesco Vet Referral line: 0330 100 6460

vetfone: 0800 197 4949
Lines are open 24 hours a day, seven days a week.

Pet Bereavement Counselling: 0345 078 3843

Lines are open 24 hours a day, seven days a week.

Legal Advice: 0345 078 3842 Scheme code 72409.

Lines are open 24 hours a day, seven days a week.
If you have problems with your hearing or speech,
contact us by Minicom on 0800 300 836.
*Our numbers may be included as part of any inclusive call minutes
provided by your phone operator.

We’re here to help you and your pet. Here are some of the ways in which we can:

vetfone – 0800 197 4949

If you’re ever worried about your pet there is a vetfone advice line available, no matter what time of
day. You can use this to speak to a UK based qualified RCVS (Royal College of Veterinary Surgeons)
nurse, who can advise you on health, diet and behaviour problems for your pet. This advice can help
you decide whether you need to go to your vet or not, and can even give you tips on helping your new
pet settle in. vetfone can also give you help and advice on pets you might have at home that are not
dogs and cats.

We’re here to help

If you would like to talk to us about a claim please call 0345 078 3860 or if you’ve any questions,
or you need to make changes to your policy, please call us on 0345 078 3895.
When you need our help we’ll be there for you quickly, to make sure you can focus on the most
important thing – getting your pet back to health as quickly as possible. Please read this policy
booklet, as it explains the cover given for your pet(s), once you’ve done this if you feel that the cover
does not meet your needs please call us.
You can see two headings within each cover:

When we can help you

When we can’t help you

We have also highlighted, under each cover section, things that you will need to do so that we can
help you. There will be some items we’ll need you to provide to us as part of your claim, we don’t
cover the cost of administration fees charged by vets, the cost of obtaining receipts, proof of
purchase, reports or other documentation required.
Please make sure you read the policy conditions, claim conditions and exclusions.
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 Contents
Page

Welcome to your Tesco Pet Insurance policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Words with certain meanings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Cover limits – quick summary table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Vet fees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Saying goodbye. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Third party liability (dogs only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Refunding the cost of your pet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Your pet is missing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Help if you are unwell. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Cancelling or cutting short your holiday . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Travelling with your pet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Conditions that apply to your policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Conditions that apply to claims . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Exclusions that apply to your policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Cancelling your policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
How to complain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
How we use your information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

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 Welcome to your Tesco Pet Insurance policy
This policy is a legal contract between you and us, the policy wording and policy schedule make one
document and must be read together. Once you are happy that the information is correct and that
the cover is what you need please keep your policy and schedule together.

Our part is:

• that we’ll provide the cover set out in this policy for the policy period set out on the policy schedule.

Your part:
• you must pay the premium as shown on the policy schedule for each policy period;
• you must meet the conditions set out in this policy.
If your part of the contract is not met, you may not have any cover, we may turn down a claim or
increase the premium.
We can choose not to offer renewal of a policy, if we do, we would let you know at least 21 days in advance
of your renewal date so that you have enough time to make alternative insurance arrangements.

Words with certain meanings

We need to use some words that have a certain meaning. So that you can see them easily and look
them up if you need to, we show them in bold type.

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

Pet
The cat(s) or dog(s) named in your policy schedule.

Policy period
A period of 12 calendar months as detailed on your policy schedule and any further period of cover
which we offer you and which you accept and pay for.

Vet
A qualified veterinary surgeon currently registered to practice in the country in which any
examination, consultation, tests, x-rays, surgery, medication, or care is provided.

Vet fees
Fees charged by a vet practice for examinations, consultations, tests, x-rays, surgery, care,
or prescription medication as provided by a vet at the time of your visit or purchased using a
prescription a vet provides.

Vet fee limit

The amount of cover you have chosen. This is shown on your policy schedule.

We, us, our

Royal & Sun Alliance Insurance plc.

You, your
The person named in the schedule.

Your family
You, your husband, wife, partner, children, parents or other relatives who normally live with you.

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 Cover limits – quick summary table
Cover provided, your policy schedule will show you the cover you have chosen for your pet(s). The
limits shown will apply to each pet you insure, except under Your pet is missing where if more than
one pet goes missing at the same time we will pay up to the advertising and reward limits once for all
missing pets. The limit for cancelling or cutting short your holiday applies once in a policy period.
Accident & Standard Extra Premier
Injury Cover Cover Cover Cover

Vet fees an excess Up to the limit shown Up to the limit shown Up to the limit shown Up to the limit
applies to this cover on your policy on your policy on your policy shown on your
schedule for each schedule for an illness schedule for an policy schedule for
accident including or accident including illness or accident each policy period
£500 complementary £500 complementary including £1,000 including £1,000
therapy. therapy. complementary complementary
therapy. therapy.

Accidents & injuries Yes. Yes. Yes. Yes.

Illnesses No, unless the illness Yes. Yes. Yes.

develops from an
accident your pet
suffers while insured
under this policy.

Saying goodbye No. Up to £200. Up to £200. Up to £200.

Refunding the cost of No. Up to £1,500. Up to £1,500. Up to £1,500.

your pet if it dies from
an illness

Refunding the cost of No. Up to £1,500. Up to £1,500. Up to £1,500.

your pet if it dies from
an accident

Your pet is missing No. Up to £1,000 for Up to £1,000 for Up to £1,000 for
advertising (including advertising (including advertising (including
up to £200 which can up to £200 which can up to £200 which can
be used for a reward be used for a reward be used for a reward
and to help pay for and to help pay for and to help pay for
you and your pet’s you and your pet’s you and your pet’s
journey home). journey home). journey home).

Your pet has not been No. Up to £1,500. Up to £1,500. Up to £1,500.

found

Help if you are unwell No. Up to £1,000. Up to £1,000. Up to £1,000.

Cancelling or cutting No. Up to £5,000. Up to £5,000. Up to £5,000.

short your holiday

Third party liability Dogs only up to Dogs only up to Dogs only up to Dogs only up to
(an excess applies to £2,000,000. £2,000,000. £2,000,000. £2,000,000.
property damage cover)

Pet travel cover No. The pet travel cover The pet travel cover The pet travel cover
means that vet fees means that vet fees means that vet fees
are also covered in are also covered in are also covered in
countries included in countries included in countries included in
the Pet Travel Scheme. the Pet Travel Scheme. the Pet Travel Scheme.

Quarantine costs No. Up to £1,500. Up to £1,500. Up to £1,500.

Getting your pet No. Up to £250. Up to £250. Up to £250.

another passport

Repeat worming No. The fees charged by The fees charged by The fees charged by
treatment a vet. a vet. a vet.

Emergency expenses No. Up to £300. Up to £300. Up to £300.

abroad

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 Vet fees
Your policy schedule shows you which cover you chose for your pet(s).
The conditions and exclusions shown in your policy apply to each pet we agree to cover.
The following information is included as part of the terms and conditions of your cover.

Treatment periods
Accident & Injury or Standard Cover
We pay vet fees for 12 months from the first date of treatment or until your vet fee limit shown
on your policy schedule is used up, whichever happens first. So that we can give you 12 months of
treatment you will need to renew your policy with no break in cover and pay your premiums.
Once we have paid for 12 months of treatment or the vet fee limit is used up, you will no longer have
cover for that injury or illness. Your vet fees limit can be used for treatment your pet needs for new
health issues.
If your vet gives advice but carries out no treatment, the 12 months period doesn’t start.

Extra Cover
We pay vet fees from the first date your pet has treatment for each separate or connected illness,
injury or change you or your vet notice in its health or behaviour. Payments carry on until the vet fee
limit shown on your policy schedule is used up. There is no time limit for how long payments will be
made with this cover. So that we can pay up to your vet fee limit you will need to renew your policy
with no break in cover and pay your premiums.
Once the vet fee limit is used up you no longer have cover for that injury or illness. The vet fees limit
can be used for treatment your pet needs for new health issues.

Premier Cover
We pay vet fees from the first date your pet has treatment for illness, injury or change you or your
vet notice in its health or behaviour.
Payments carry on until the vet fee limit shown on your policy schedule is used up in each policy
period. This applies as long as we can continue to offer cover, your premiums are paid and the policy
is renewed each year without a break in cover. If we offer and you accept our renewal invitation,
your chosen vet fees limit will be available to use again in the next policy period. This cover includes
cover for both ongoing and short term health issues.

All cover types

We can choose not to offer renewal of a policy, if we do, we would let you know at least 21 days in
advance of your renewal date so that you have enough time to make alternative insurance arrangements

Repeating or connected health issues

If your pet suffers from a number of illnesses or injuries, or changes in its health or behaviour the
treating vet will be asked if these health issues are connected.
If the vet confirms that they are, they’ll be considered as one and the amount we pay you will be up
to the vet fee limit for all the connected health issues.
If the vet confirms that they’re not connected health issues the amount we pay you will be up to the
vet fee limit for each illness, accident, or change in its health or behaviour.

Investigations into health issues

If the cause of a health issue is not clear we pay the treatment costs while your vet carries out
investigations, except when you or your vet notice changes in the health or behaviour of your pet:
• before this policy started;
• or in the first 14 days of your cover start date (Standard, Extra & Premier cover);
• or in the first 5 days of your cover start date (Accident & Injury cover).
If once investigations are completed your pet is diagnosed with a health issue that is not covered
under this policy, we don’t make any further payments.

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 Accident & Injury Cover
When we can help you

We pay for treatment your pet needs from a vet practice if it is injured in an accident, this includes
treatment for its teeth or gums if they are damaged in the accident.
If an accident causes more than one injury to your pet the amount paid would be up to the amount
shown on your policy schedule for all the injuries which happened in the same accident.
If the accident causes a later illness, this illness will be treated as part of the same accident and
any payment will be made from the vet fee limit for the same accident.
Treatment means examinations, consultations, tests, x-rays, surgery, prescription medication or care.

How much help can we give you?

We pay up to the vet fees limit shown on your policy schedule for the treatment period detailed on
page 6 for each accident. If your vet refers your pet for physiotherapy, osteopathy, chiropractic
care, hydrotherapy, acupuncture or homeopathy we include up to £500 cover for this treatment.
When we can’t help you

If you or your vet notice changes in your pet’s health or behaviour before your policy was taken
out, or you have been advised before the cover start date that a condition, illness or injury may lead
to further illness or treatments, we will consider this to be a pre-existing condition or illness, and it
will not be covered by your policy. We will not pay for any illness or injury that develops from these
existing changes, conditions, illnesses or injuries. Any physical abnormality which you were aware of
or is noted by your vets before the policy is taken out will not be covered and nor will any illnesses
and treatments which arise from it.
We don’t pay for the cost of any treatment for your pet if it has an accident within the first 5 days of
its cover start date, or for any illness that develops from this accident. This exclusion only applies in
the first policy period for a pet.
We also don’t pay:
• the cost of treatment you choose for your pet that isn’t as a result of an accident;
• for any illness that isn’t as a result of an accident;
• for any injury that occurred outside of the United Kingdom, Channel Isles or the Isle of Man;
• for treatment or complementary therapy carried out outside of the United Kingdom, Channel
Isles or the Isle of Man;
• for teeth or gums if they’re damaged due to tooth decay, dental or gum disease.

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 Standard or Extra Cover
When we can help you

We pay for the treatment your pet needs from a vet practice. This includes treatment for its teeth
or gums if they are damaged in an accident or if an underlying illness has caused tooth decay or
gum disease or if the teeth need to be removed to treat an illness.
We also pay to remove first teeth that haven’t fallen out naturally, as long as your pet was included
on this policy before it was 16 weeks old.
Treatment means examinations, consultations, tests, x-rays, surgery, prescription medication or
care. Treatment can be given in the United Kingdom, Channel Isles or the Isle of Man or if you are
travelling, EU countries covered under the Government Pet Travel Scheme.

How much help can we give you?

We pay up to the vet fees limit shown on your policy schedule for the treatment period detailed
on page 6 for each accident or illness. If your vet refers your pet for physiotherapy, osteopathy,
chiropractic care, hydrotherapy, acupuncture or homeopathy we include up to £500 cover for this
treatment.
For Extra we include up to £1,000 cover for this treatment.

When we can’t help you

If you or your vet notice changes in your pet’s health or behaviour before your policy was taken
out, or you have been advised before the cover start date that a condition, illness or injury may lead
to further illness or treatments, we will consider this to be a pre-existing condition or illness, and it
will not be covered by your policy. We will not pay for any illness or injury that develops from these
existing changes, conditions, illnesses or injuries. Any physical abnormality which you were aware of
or is noted by your vets before the policy is taken out will not be covered and nor will any illnesses
and treatments which arise from it.
We don’t pay if you or your vet notice changes in your pet’s health, or behaviour within the first 14
days of your cover start date, we won’t pay claims for these changes or any illness that develops
from these changes. This exclusion only applies in the first policy period for a pet.
We don’t cover treatment for teeth or gums if they’re damaged due to tooth decay, dental or
gum disease.

Premier Cover
When we can help you

We pay for the treatment your pet needs from a vet practice. This includes treatment for its teeth
or gums as long as the teeth and gums are checked each year by a vet and any treatment the vet
tells you is required is carried out. Once any required work has been carried out, should your pet
then suffer from tooth decay or gum disease before the next yearly check up, we will pay.
If no yearly check has been carried out, or if the work required is not carried out we only pay for
treatment to teeth or gums if they are damaged in an accident or if an underlying illness has caused
tooth decay or gum disease or if the teeth need to be removed to treat an illness. We also pay to
remove first teeth that haven’t fallen out naturally, as long as your pet was included on this policy
before it was 16 weeks old.
Treatment means examinations, consultations, tests, x-rays, surgery, prescription medication or
care. Treatment can be given in the United Kingdom, Channel Isles or the Isle of Man or if you are
travelling, EU countries covered under the Government Pet Travel Scheme.

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 How much help can we give you?
We pay up to the vet fees limit shown on your policy schedule for the treatment period detailed on
page 6 for each policy period. If your vet refers your pet for physiotherapy, osteopathy, chiropractic
care, hydrotherapy, acupuncture or homeopathy we include up to £1,000 cover for this treatment.
When we can’t help you

If you or your vet notice changes in your pet’s health or behaviour before your policy was taken
out, or you have been advised before the cover start date that a condition, illness or injury may lead
to further illness or treatments, we will consider this to be a pre-existing condition or illness, and it
will not be covered by your policy. We will not pay for any illness or injury that develops from these
existing changes, conditions, illnesses or injuries. Any physical abnormality which you were aware of
or is noted by your vets before the policy is taken out will not be covered and nor will any illnesses
and treatments which arise from it.
We don’t pay if you or your vet notice changes in your pet’s health, or behaviour within the first
14 days of your cover start date, we won’t pay claims for these changes or any illness that develops
from these changes. This exclusion only applies in the first policy period for a pet.

For all cover types we can’t help you with the following:
• We don’t pay the excess shown on your schedule, this is the part of the claim you have to pay.
The way the excess is taken will depend on the cover type you chose:
– Accident & Injury, Standard or Extra – For each claim for each different illness or accident.
– Premier – For each claim for each different illness or accident in each policy period.
• We don’t pay for routine examinations or check ups, vaccinations, homeopathic vaccination
alternatives, flea, tick or worming treatments, clipping nails, bathing, de-matting, spaying or
castrating your pet.
• We don’t pay for food (even when prescribed by a vet).
• We don’t pay for the treatment of, or training for diagnosed behavioural problems or for the cost
of any administration fees your vet might charge.
• We don’t pay for treatments which do not treat an illness or injury, or that are preventative or cosmetic
or that are connected with your pet being pregnant, giving birth or rearing puppies or kittens.
• We don’t pay for home visits or visits to your vet outside of normal surgery hours for treatment
unless your vet considers your pet can’t be moved or couldn’t wait until normal surgery hours to
be seen.
• We don’t pay for costs charged by a vet to fill or provide a prescription.
• We don’t pay for supplements and probiotics, these are products you can purchase without a
prescription. We don’t pay for these even if recommended by a vet. They are made from foods
or biological products. Joint supplements, nutraceuticals, vitamin and mineral supplements,
and organ supplements are all examples of these products.

All cover types – what we need you to do, to help us help you
We provide a fast and efficient service to make sure payment is made as quickly as possible.
To help us to do this, please read this section, it tells you about the information we need.
To get a claim form, please visit www.tescobank.com/pet to download a claim or phone us on
0345 078 3860.
Please tell us if it’s a third party claim form you need.
Please tell us the policy number that is printed on your policy schedule every time you contact us.
Parts of this form will need to be completed by your vet, please make sure that the form is signed by
you and your vet and that you tell us if you want us to make payment to you or straight to your vet.
We can arrange to pay most vets directly. Please ask your vet if they are happy to do this, and if we
are able to, we will take care of the rest.
Please send us your claim form within 90 days of the first treatment for each new illness or accident.

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 If your vet tells you that your pet will need treatment over a few visits you do not need to send
each invoice to us separately, you can send them all to us with one completed claim form within
the 90 day period.
You need to keep all invoices and receipts that your vet gives you in connection with your claim and
send these along with a complete medical history for your pet to us. This must be a record of all
visits your pet has made to a vet and this information can be obtained from each vet practice your
pet has attended.
If your pet needs ongoing treatment, you can send in further claims including updated medical
records showing the treatment your pet has received, invoices and receipts, every 3 to 6 months.
If any information we have asked for is not provided it will delay your claim. If your pet needs to be
treated by a referral vet, and it is not for emergency treatment, you can use the following ways to find
your nearest vet from our preferred referral vet network:
• your usual vet will have details and can let you know which referral vet from our preferred referral
vet network is closest to you;
• details of the vets in our preferred referral network can be found on www.tescobank.com/pet;
• you can contact the Tesco Vet Referral Helpline on 0330 100 6460;
If you choose a referral vet from outside our network, you will need to pay £200 of the referral vet
bill yourself. This amount is in addition to your policy excess.
If your pet needs emergency treatment for a situation that if not resolved immediately will lead to a
loss of life or cause a serious threat to the present or ongoing health of your pet you will not have to
pay the additional £200 excess regardless of which referral vet you visit.
Treatment by a referral vet occurs when your usual vet advises you that you need to go to another
vet for a certain procedure, for example a surgery or treatment. You might be asked to visit a
different veterinary centre, hospital, practice, or another branch of your existing practice. After a
referral visit and any required treatment has taken place, it is normal for future visits to be with your
usual vet.
You need to agree that your current, previous or referral vet may release information or records
regarding the medical history, including test results for any pet insured with us. If your pet is referred
to another vet, we need copies of any reports the referral vet completes.
We may ask your vet, to provide an opinion on whether conditions are connected, and the date
changes in the health or behaviour of your pet started. While we are providing help we may need to
release information about your pet insurance policy to any vet who has treated your pet or is about
to treat your pet.
If there is any amount other than the excess that we can’t pay because the costs are not covered by
your policy, we would tell you about this. You need to pay your vet yourself for these.
We don’t cover the cost of completing claim forms, obtaining receipts, invoices or reports required
as part of the claim.
We don’t pay vet invoices that are 12 months older than the last date of treatment.
We don’t pay the cost charged by a vet to fill or provide a prescription.
Please make sure you read the policy conditions, claim conditions and exclusions.

10

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 Saying goodbye
This cover applies if you’ve chosen a policy with Standard, Extra or Premier
Cover
When we can help you

We pay to have your pet put to sleep and then cremated or buried if it is ill or has had an accident.

How much help can we give you?

Up to £200 for each pet for each policy period.
When we can’t help you

We don’t pay if your pet dies from an illness within the first 14 days of your cover start date or from
an illness or an accident you or your vet knew about before this policy cover started.
We can’t bring your pet home if it should die while you are travelling outside of the United Kingdom,
Channel Isles or Isle of Man.
To talk to someone about the loss of your pet please call the bereavement helpline on 0345 078 3843.
This is a confidential caring service where you can talk to someone, for as long as you need, about the
loss of your pet. To find out more about pet crematoriums or burial information, please call vetfone on
0800 197 4949.

What we need you to do, to help us help you

To tell us you need help please call us on 0345 078 3860 or email us at [email protected]
We need a vet to provide a certificate stating the date and cause of the death of your pet and we
need a receipt for any euthanasia, cremation or burial costs.
Please make sure you read the policy conditions, claim conditions and exclusions.

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 Third party liability (dogs only)
This section only applies to dogs
When we can help you

We pay compensation and costs awarded by a court against you, or any person looking after or
handling your pet with your permission and knowledge, if your pet causes:
• death or injury to a person; or
• damage to any property.

How much help can we give you?

Up to £2,000,000 for each pet for each policy period.
When we can’t help you

We don’t pay the first £250 of each claim for damage to property.
We don’t pay if you have cover under any other insurance policy (such as home insurance) until all
the cover under that policy has been used up.
We don’t pay compensation, costs or expenses:
• for injury or death to you or any member of your family, or anyone else who lives with you or
anyone working with you or for you;
• for damage to property that belongs to you or any member of your family, or anyone else who
lives with you, or anyone who works with you or for you;
• for damage to property that you, any member of your family, or anyone else who lives with you
or works with you or for you is either responsible for or is looking after;
• that are as a result of your profession, business or employment;
• if we haven’t agreed to these before you paid or agreed to pay them.
We also don’t pay fines or penalties.
If you are travelling outside of the United Kingdom, Channel Isles or Isle of Man, we don’t pay
compensation costs or expenses for:
• injury or death to you, or anyone travelling or staying with you;
• damage to property belonging to anyone travelling or staying with you;
• damage to property that anyone travelling or staying with you is either responsible for or is
looking after.

What we need you to do, to help us help you

To tell us you need help please call us on 0345 078 3860.
Please tell us straight away about any incident that happens that could result in a claim.
If you receive any writ, summons, legal documents or other communication please send it to us
without replying to it.
We need you to tell us about any other insurance policy you have which provides you with third party
liability cover, such as your home contents policy.
Please make sure you read the policy conditions, claim conditions and exclusions.
If you want legal advice please call the Legal advice helpline on 0345 078 3842.
This gives you access to uncomplicated, practical legal advice on any problem. When you use this
service please quote Scheme code 72409, this is the customer code for Tesco Bank Pet Insurance.

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 Refunding the cost of your pet
This cover applies if you’ve chosen a policy with Standard, Extra or Premier
Cover
When we can help you

We give you an amount of money if your pet dies due to an:

• accident or if a vet has to put it to sleep because it’s had an accident;
• illness or if a vet has to put it to sleep because it’s had an illness.
How much help can we give you?
We pay the price you paid or donated when you bought your pet. If you don’t have your purchase
or donation receipt we pay an amount that lets you buy a similar pet, of the same breed, sex and
age as your pet at the time you became its owner.
We pay up to £1,500, this amount is paid for each pet for each policy period.
When we can’t help you

We don’t pay more than the amount you paid or donated for your pet.
We don’t pay for the death of any pet aged 9 or over if it dies because of an illness.

What we need you to do, to help us help you

To tell us you need help please call us on 0345 078 3860 or email us at
[email protected]
Please send us your purchase or donation receipt.
If your pet was put to sleep we need you to provide a certificate from a vet stating the date and
cause of death.
If your pet dies in an accident, please tell us how, when and where this happened.
Please make sure you read the policy conditions, claim conditions and exclusions.

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 Your pet is missing
This cover applies if you’ve chosen a policy with Standard, Extra or Premier Cover
When we can help you

We help you to take action to get your pet back. Including help if you travel with your pet and it
becomes lost outside of the United Kingdom, Channel Isles or Isle of Man.
First, we pay for you to advertise that your pet has been lost.
Next, in the happy event that your pet is found, we pay a reward to the finder, and if your pet is
found away from your home, we help you both to get home.

How much help can we give you?

We pay up to £1,000 for advertising including up to £200 to cover a reward and your return home,
this amount is paid for each pet for each policy period. If more than one pet goes missing at the
same time, this amount is paid for all missing pets.

Your pet has not been found

If 45 days pass from the date your pet went missing and it’s not been found please tell us and send
us your purchase or donation receipt.

How much help can we give you?

We pay you the price you paid or donated when you bought your pet. If you don’t have your
purchase or donation receipt we pay an amount that lets you buy a similar pet, of the same breed,
sex and age as your pet at the time you became its owner.
We pay up to £1,500, this amount is paid for each pet for each policy period.

Your pet returns home

In the happy event that your pet is found after we make a payment to you, you must tell us of its
return and give us back the money we paid to you.
When we can’t help you

We don’t pay a reward to you or your husband, wife, partner, children, parents or other relatives
who normally live with you, or to anyone else who is travelling with you.
We don’t pay more than the amount you paid or donated for your pet.
We don’t pay if your pet was missing before this policy cover started.

What we need you to do, to help us help you

To tell us you need help please call us on 0345 078 3860 or email us at [email protected]
You need to report the loss of your pet to your local rescue centres and vet practices, please
provide confirmation that this has been done. For a dog you must report the loss to the police and,
if you have one, the dog warden within 24 hours of discovery please provide confirmation that this
has been done and provide their reference number to us.
We need receipts for all advertisements placed and expenses you wish to claim for and your
purchase or donation receipt.
If you are claiming for paying a reward, we need you to give us evidence that you offered a reward for
finding your pet and full contact details of the finder so that we can pay them the reward.
If you lose your pet on a holiday or trip you must report the loss to any relevant governing body or
organisation in the country where your pet goes missing. Please provide confirmation that this has
been done.
Please make sure you read the policy conditions, claim conditions and exclusions.

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 Help if you are unwell
This cover applies if you’ve chosen a policy with Standard, Extra or Premier
Cover
When we can help you

We pay for your pet to be looked after by a kennel, cattery or pet minding service if you have to go
into hospital for emergency medical treatment, and have to stay in hospital for more than four days
in a row.

How much help can we give you?

Up to £1,000 for each pet for each policy period.
When we can’t help you

We don’t pay if you:

• knew before the policy cover start date that you were likely to need to go into hospital;
• knew you were likely to need to go into hospital before you travelled outside of the UK, Channel
Isles or Isle of Man;
• go into hospital, and this is not on the advice of a doctor, specialist or consultant;
• receive nursing home care or convalescence care that is not given in a hospital; or
• if your hospital stay doesn’t last for more than four days in a row.

What we need you to do, to help us help you

To tell us you need help please call us on 0345 078 3860 or email us at
[email protected]
We need you to provide receipts detailing dates and the daily costs you paid for boarding expenses
and kennel, cattery or pet minding fees.
We need you to provide confirmation of the dates you were in hospital and a medical certificate or
written confirmation from the treating doctor or the hospital of the date of the hospital admission
and date you were released from hospital.
Please make sure you read the policy conditions, claim conditions and exclusions.

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 Cancelling or cutting short your holiday
This cover applies if you’ve chosen a policy with Standard, Extra or Premier
Cover
When we can help you

We refund expenses that you can’t get back from anywhere else if you have to cancel your holiday
in the seven days before you are due to go because your pet:
• goes missing;
• needs life-saving treatment;
• becomes too ill to travel;
or
you have to cut your holiday short and return home because your pet:
• goes missing from your home;
• needs life-saving treatment at home;
• dies while on holiday with you.

How much help can we give you?

Up to £5,000 in any policy period. This limit is the total for all parts of this section of cover.
When we can’t help you

We don’t pay if you or your vet knew your pet was likely to need treatment when you booked your
holiday or before the policy cover start date.

What we need you to do, to help us help you

To tell us you need help please call us on 0345 078 3860 or email us at tesco.petclaims@
uk.rsagroup.com
We need:
• invoices from your travel agent, tour operator or other holiday sales organisation, showing the
dates and total cost of the holiday and confirmation that payment had been made;
• details of the date you decided to cancel and why, and details of any expenses that you can’t
recover.
If your claim is for life saving surgery or because your pet became too ill to travel you and your vet
need to fill in a claim form. To get a claim form please visit www.tescobank.com/pet to download a
claim form or phone us on 0345 078 3860.
Please make sure you read the policy conditions, claim conditions and exclusions.

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 Travelling with your pet
You can, should you wish, under the United Kingdom Government Pet Travel Scheme, known as
PETS take your pet temporarily to certain countries and return home without putting your pet into
quarantine. The scheme is administered by DEFRA (the Department for Environment, Food and Rural
Affairs) and you need to comply with the criteria set out by them. Pet Travel only applies to pets
travelling under the PETS scheme.

DEFRA
Website: www.defra.gov.uk
Email: [email protected]
Tel: 0870 241 1710 (Mon–Fri 8.30am–5.00pm)

Pet travel cover

Includes quarantine costs, getting another pet passport, repeating the worming treatment and
emergency expenses.

This cover applies if you’ve chosen a policy with Standard, Extra or Premier
Cover
When we can help you

This applies to all parts of the travel cover.

We cover you while travelling for three journeys of up to 30 days each in each policy period. To be
included, each journey must start and end in the United Kingdom, Channel Isles or Isle of Man. This
cover only includes travel to the European Union (EU).
When we can’t help you

These apply to all parts of the travel cover.

We don’t pay if you don’t meet the conditions of the Pet Travel Scheme.
We don’t pay if you or your vet were aware that your pet was unfit to travel before you left to go
travelling.
We don’t pay for financial loss due to movements in currency exchange rates.

Quarantine costs
When we can help you

We pay quarantine costs for your pet if you lose your pet passport or if the microchip fails. We also
pay, if even though you have kept to all the rules of the Pet Travel Scheme, your pet becomes ill.

How much help can we give you?

Up to £1,500 for each pet for each policy period.
When we can’t help you

We don’t pay claims for microchip failure if the microchip was not fitted, or not tested and fully
functioning before you travel.

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 Getting another pet passport
When we can help you

We pay the cost of replacing the passport if the original is lost, stolen or destroyed while you travel.

How much help can we give you?

Up to £250 for each pet for each policy period.
When we can’t help you

We don’t pay for the initial cost of the passport or any passport that is already lost before you travel.

Repeating the worming treatment (dogs only)

When we can help you

We pay to have the worming treatment repeated if travel is delayed by your transport company,
so that you can meet the requirement that tapeworm treatment is administered by a vet not less
than 24 hours and not more than 120 hours before entering the UK.

How much help can we give you?

The amount charged by a vet for each pet for each policy period.

When we can’t help you

We don’t pay if you didn’t have the initial worming treatment carried out, or didn’t carry it out in
the Pet Travel Scheme timelines.

Emergency expenses
When we can help you

We refund money you have to spend on additional travel, accommodation and other expenses,
if you miss your return journey home due to:
• your pet needing emergency treatment;
• your pet’s passport being lost;
• your pet needing repeat worming treatment; or
• you needing to stay away for another four days to look for a pet that has got lost or gone missing.

How much help can we give you?

Up to £300 in total for all emergency expenses, each time you travel in each policy period.
When we can’t help you

We don’t pay if you didn’t have the initial worming treatment carried out, or didn’t carry it out in the
Pet Travel Scheme timelines.

What we need you to do, to help us help you

To tell us you need help please email us at [email protected] or call us on
0345 078 3860.
We need dates, documents and receipts for expenses to support your claim.
Any expenses outside of the UK will need to be paid by you first. We then pay you in sterling at the
current rate of exchange.
If you claim for a delay caused by your transport company please provide confirmation from them as
to the cause and length of the delay.
Please make sure you read the policy conditions, claim conditions and exclusions.

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 Conditions that apply to your policy
These conditions apply to the whole policy and must be met for any pet you
insure with us. If the conditions are not met your policy might be invalid.

About you and your pet Changes in the information we have

• Your pet(s) live with you at your home address; about you and your pet
• You are the owner and keeper of each pet; We need you to tell us if the information on
• You and your pet(s) live in the UK, Isle of Man your schedule is incorrect. If any of the changes
or Channel Islands. listed below occur, please tell us as soon as you
know about them. If inaccurate or out of date
Both dogs and cats
information is provided:
• At the cover start date your pet was in good
health, and not showing any sign of illness, • It may affect the premium you pay and the
injury or other medical conditions, if you or claims we may agree to pay;
your vet notice changes in your pet’s health • Your claim payment may be reduced or
or behaviour before your policy was taken out, payment may not be made;
or you have been advised before the cover • Your policy may be cancelled; and you may not
start date that a condition, illness or injury receive a refund of premium.
may lead to further illness or treatments,
we will consider this to be a pre-existing About you and your pet
condition or illness, and it will not be covered • You are going to move home;
by your policy. We will not pay for any illness • You are no longer the owner and keeper of
or injury that develops from these existing the pet;
changes, conditions, illnesses or injuries. Any • Your pet stops living with you.
physical abnormality which you were aware of
or is noted by your vets before the policy is Both dogs and cats
taken out will not be covered and nor will any • Your pet is to be used for business,
illnesses and treatments which arise from it; commercial breeding or for monetary gain.
• No pet is used for business, commercial
breeding (commercial breeding means used Dogs only
for breeding more than two times in the pet’s • Your dog has been the cause of any accident
lifetime), or for monetary gain; or legal action;
• No pet insured on this policy has ever had • Your dog has had a complaint made about its
cover on a pet policy declared void or behaviour;
cancelled; • Your dog is going to be used for any form of
• No pet is less than eight weeks old when its racing;
cover starts. • Your dog has been trained to attack or will be
used as a guard dog or for security purposes.
Dogs only We may re-assess your cover and premiums or
• No dog has been the cause of any accident or cancel when told about these changes.
legal action (unless we agree to provide cover);
• No dog has had any complaints made about its
behaviour (unless we agree to provide cover);
Fraud
• No dog is used for any form of racing; If dishonesty, exaggeration or false documentation
• No dog is trained to attack or used as a guard is used by you and your family or anyone acting on
dog or for security purposes; behalf of you or your family to obtain or support:
• No dog is a cross or pure breed Dogo • a claims payment under your policy; or
Argentino, Fila Brazillero, Japanese Tosa, • cover for which you do not qualify; or
Pit Bull Terrier, Wolf or Wolf hybrid or a • cover at a reduced premium;
dog which should be registered under the
all benefits under this policy will be lost, the
Dangerous Dogs Act 1991 or the Dangerous
policy may be invalid, you may not be entitled
Dogs (Northern Ireland) Order 1991 or any
to a refund of premium and legal action may be
subsequent amendments.
taken against you.

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 Financial sanctions Changing cover levels
We shall not provide any cover or be liable If we agree to a change in your vet fees cover
to provide any indemnity, payment or other level, the change will apply from the renewal date
benefit under this policy to the extent that the of your policy and will only apply to new illnesses
provision of such cover, indemnity, payment or or accidents after the renewal date.
other benefit would expose us to any sanction,
prohibition or restriction under United Nations Changing your policy and premium
resolutions or the trade or economic sanctions,
At renewal your excess, policy benefits and
laws or regulations of the European Union, United
terms and conditions can alter. The price of your
Kingdom, United States or other country of policy
insurance will rise as your pet gets older, and
issue. If any such resolution, sanction, law or
when a claim is paid because the likelihood of a
regulation takes effect during the policy period
claim increases with age and previous claims. We
we may cancel this policy immediately by giving
will tell you about any proposed changes to your
you written notice at your last known address.
policy in advance of your renewal date, if you are
not happy with the proposed changes you may
Adding or removing a pet cancel your cover.
You may add or remove a pet from your policy at
any time, subject to our agreement, and we may
charge you for this change. Conditions that apply
Policy payments to claims
If you decide to pay your premium in monthly These are the claims conditions that you need
instalments we continue to take payments unless to keep to as your part of this contract. If you
you tell us to stop. don’t, a claim may be rejected or payment could
be reduced.
If we cannot collect an instalment payment a
default letter will be sent to you, telling you that
payment can’t be made and giving you at least 17
Other Insurance
working days notice of the final date by when we We won’t make any payment for any claim
need to receive your payment or new payment that results from an incident covered by other
instructions. insurance, except as set out under Third party
Liability.
The default letter will also tell you that if a
payment/new instruction aren’t received by
this date your policy will be cancelled. If it is we Claim negotiation
notify you in writing that the cancellation has You mustn’t settle, reject, negotiate or offer to
taken place. pay any Third Party Liability claim you made or
Each year we write to you before the renewal intend to make under this policy without our
date of your policy to let you know about any written permission.
changes to your premium or policy terms.
Referral vet visits
If you want to cancel payment by monthly
instalments but not your policy, we can tell If your pet needs to be treated by a referral vet,
you how much you have to pay for the rest your usual vet will let you know which referral
of the policy period. If this amount is not paid vet from our preferred referral vet network is
by the date given in our reply to you, then all closest to you. If you choose a referral vet from
cover under your policy will be cancelled from outside our network, you will need to pay £200
this date. of the referral vet bill yourself. This amount is in
addition to your policy excess.
If your pet needs emergency treatment for a
situation that if not resolved immediately will
lead to a loss of life or cause a serious threat to
the present or ongoing health of your pet you
will not have to pay the additional £200 excess
regardless of which referral vet you visit.

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 Details of the vets in our preferred referral network
can be found on www.tescobank.com/pet.
Exclusions that apply
If you need help or advice about which vet to visit, to your policy
please contact the Tesco Vet Referral line on
We don’t pay claims:
0330 100 6460 before an appointment is made.
• for malicious or wilful injury or gross
Late submission negligence to your pet which is caused by you
or members of your family;
We don’t pay vet invoices that are 12 months • as a result of your pet worrying livestock;
older than the last date of treatment. • as a result of the official actions of customs,
any government or the authorities of any
Transferring rights country unless we specifically provide cover;
It is our right, if we choose, in your name but at • for infringement of United Kingdom animal
our expense to: health and importation legislation;
• if your pet is destroyed under a court order or
• take over the defence or settlement of any is destroyed or injured by someone acting with
claim; the legal power to do so;
• start legal action to get compensation from • for any claim as a result of restrictions put on
anyone else; your pet by the Department for Environment,
• start legal action to get back from anyone else Food and Rural Affairs (DEFRA) or the
any payments that have already been made. Department of Agriculture, Food and Rural
You must help us to take legal action against Development in the Republic of Ireland;
anyone or help us defend any legal action if • for any pet which suffers from a notifiable
we ask you to. You can’t transfer your interest disease as named in the Animal Health Act 1981;
in this policy to anyone else without our • for legal expenses, fines and penalties
permission. connected with or resulting from a criminal
court case or an Act of Parliament made in the
Care of your pet United Kingdom;
• as a result of radioactive contamination,
It is your duty as the owner of your pet to manage
terrorism, war, hostilities or riot;
your pet’s weight by taking advice and making
• if your premium isn’t paid or your policy isn’t
yourself aware of the acceptable weight range for
in force;
your pet at the various stages of its life, you must
• If you or your vet notice changes in your
take steps to prevent or reduce the increased
pet’s health or behaviour before your policy
health risk that being obese or underweight can
was taken out, or you have been advised
bring. If you need help or advice contact vetfone
before the cover start date that a condition,
on 0800 197 4949 or ask your vet.
illness or injury may lead to further illness
You must take care of your pet at all times and or treatments, we will consider this to be a
pay to have treatment recommended by a vet to pre-existing condition or illness, and it will
prevent illness or injury. not be covered by your policy. We will not pay
for any illness or injury that develops from
Vaccinations these existing changes, conditions, illnesses
or injuries. Any physical abnormality which you
You must have your dog vaccinated against
were aware of or is noted by your vets before
distemper, hepatitis, leptospirosis and
the policy is taken out will not be covered and
parvovirus; your cat vaccinated against
nor will any illnesses and treatments which
infectious enteritis, cat flu and feline leukaemia.
arise from it;
If your pet isn’t vaccinated, we won’t pay
• for medication that is not prescribed by a vet
any claims that result from any of the above
or for medication that is not purchased using
illnesses, unless the vaccination has failed.
a prescription a vet provides.

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 Cancelling your policy Our right to cancel
We can cancel this policy by giving you at least 14
days’ notice at your last known address.
Your right to cancel
We can cancel for the reasons outlined below,
Your right to cancel the policy – cooling off but not before, where possible, making contact
If this cover doesn’t meet your needs and you with you to seek an opportunity to agree a
decide not to proceed with the insurance, you solution with you.
will have 14 days to cancel it starting on the day • failure to provide us with information we have
you receive your policy documentation. requested that is directly relevant to the cover
Any premiums paid will be returned as long as provided under this policy or any claim;
you haven’t made any claims on the policy during • the use or threat of violence or aggressive
that time. behaviour against our staff, contractors or
property;
Your right to cancel the policy – at any time • the use of foul or abusive language;
You can cancel your policy at any time. There • nuisance or disruptive behaviour.
may be an additional premium to be paid, or a You are entitled to a refund of a proportion of
return premium due to you. any unexpired premium, providing no claims have
If you pay the full annual premium and you been made in the current policy period.
cancel this insurance we refund a proportion of In addition:
the premium already paid for the remainder of
If you or anyone acting on your behalf makes
the current policy period:
a false, fraudulent or exaggerated claim or any
• if you haven’t made a claim; or claim involving dishonesty, it will be rejected and
• if you only made claims due to the death of the policy will be cancelled.
your pet, or due to your pet being stolen
Your policy will also be cancelled if you don’t pay
or lost.
your premium.
We won’t refund a proportion of the premium
already paid for the remainder of the current The law that applies to this policy
policy period if you made a claim for any
This policy will be governed by the law applicable
other reason.
in the part of the United Kingdom, Channel Isles
To cancel, please contact us on 0345 078 3895. or Isle of Man in which you normally live. Legal
proceedings will only take place in the courts of
Termination of the contract the part of the United Kingdom, Channel Isles or
We may cancel the policy, by giving you at Isle of Man in which you normally live.
least 14 days written notice at your last known
address. We’ll do so for the reasons outlined
in your policy booklet, but not before, where
possible, making contact with you to seek an
opportunity to agree a solution with you.

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 How to complain Step Two
If we haven’t resolved your complaint by the
close of the next business day, your complaint
Our service to you – a guide to our
will be referred to our Customer Relations Team
complaints procedure who will carry out a separate investigation and
If you wish to complain, it’s important you know full review. The Customer Relations Team will
we are committed to providing you with an send you a final response letter.
exceptional level of service and customer care. Post: Tesco Pet Insurance
We realise that things can go wrong and there Customer Relations Team
may be occasions when you feel that we didn’t PO Box 255
provide the service you expected. When this Wymondham NR18 8DP
happens, we want to hear about it so that we
Email: [email protected]
can try to put things right.

Step One Step Three

If you aren’t satisfied after you receive a final
To help you resolve your concerns quickly it’s
response letter, or more than eight weeks have
important that you speak to the right person.
passed since we first received your complaint,
If therefore, your complaint relates to your you can refer your complaint to the Financial
policy then please contact our Customer Ombudsman Service. The Financial Ombudsman
Services Team at: Service is an independent body that arbitrates
Post: Customer Services Department on complaints about general insurance products
Tesco Pet Insurance and other financial services.
PO Box 1363 The Ombudsman can be contacted at:
Peterborough PE2 2QZ
Post: Financial Ombudsman Service
Tel: 0345 078 3895 Exchange Tower
If your complaint relates to a claim then please Harbour Exchange Square
contact our Claims Team at: London E14 9SR
Post: Customer Services Department Tel: 08000 234 567
Tesco Pet Insurance (Free from a standard landline,
PO Box 1363 mobiles may be charged)
Peterborough PE2 2QZ 0300 123 9123
Tel: 0345 078 3860 (Same rate as 01 or 02 numbers on
mobile phone tariffs)
Online Dispute Resolution (ODR) Email: complaint.info@financial-
If you purchased your policy online you may also ombudsman.org.uk
be eligible to complain using the ODR service.
Website: www.financial-ombudsman.org.uk
Further information on ODR can be obtained
at http://ec.europa.eu/odr. Please note that You must approach the Financial Ombudsman
using the ODR service will not mean that your Service within 6 months of our final response to
complaint is resolved more quickly than if you your complaint. Our final response will remind
complain to us directly. you of the time limits.
Your rights as a customer to take legal action
remains unaffected by the existence or use of
any complaint procedures referred to above.
However, the Financial Ombudsman Service
won’t adjudicate on any cases where litigation
has commenced.

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  ow we use
H Data protection laws require us to meet certain
conditions before we are allowed to use your
your information personal information in the manner described
in this Privacy Notice. To use your personal
Your privacy is important to us and we are
information, we will rely on one or more of the
committed to keeping it protected. We have
following grounds:
created this Customer Privacy Notice which will
explain how we use the information we collect Performance of contract
about you and how you can exercise your data
We need to use your personal information in
protection rights. This Privacy Notice will help
order to provide you with the policy (which is a
you understand the following:
contract of insurance between you and us), and
perform our obligations under it (such as making
Who are we? payments to you in respect of a claim made
We are Royal & Sun Alliance Insurance plc (RSA), under the policy).
we provide commercial and consumer insurance
products and services under a number of Consent
brands. We also provide insurance services in In certain circumstances, we may need your
partnership with Tesco Personal Finance (trading consent unless authorised by law in order to use
as Tesco Bank). personal information about you which is classed
as “special categories of personal data”.
To find out how Tesco Bank manage and use
your personal information, the data they hold Necessity to establish, exercise or defend legal
about you and about your data protection
claim
rights please see their privacy notice at:
If you, or we, bring a legal claim (e.g. a court
www.tescobank.com/assets/sections/petins/
action) against the other, we may use your
pdf/tesco-pet-insurance-privacy-notice.pdf
information in either establishing our position, or
or contact them on 0345 078 3878.
defending ourselves in relation to that legal claim.

Why do we collect and use your Compliance with a legal obligation

personal information? Where laws or regulations may require us to use
As an insurer, we need your personal information your personal information in certain ways.
to understand the level of insurance cover you
Legitimate Interests
require. We’ll use this information (e.g. your
name, address, telephone number and email We will also process your personal information
address) to communicate with you. where this processing is in our “legitimate
interests”. When relying on this condition,
We need to use your information to create a we are required to carry out a balancing test of
quote for you, allowing you to buy insurance our interests in using your personal information
products from us. When buying a product from (for example, carrying out market research),
us, you’ll also need to provide us with details against the interests you have as a citizen and
about the pet you wish to be covered by the the rights you have under data protection laws.
insurance. The outcome of this balancing test will determine
Once you become a customer, we’ll need to whether we can use your personal information in
take your payment details to set up your cover. the ways described in this Privacy Notice. We will
This could be direct debit, credit or debit card always act reasonably and give full and proper
information. To service your policy, we might consideration to your interests in carrying out
contact you via our website, emails, telephone this balancing test.
calls or post. When using these services we
might record additional information, such as
passwords, online identifiers and call recordings.
If you need to claim against your insurance
policy, we will need to collect information about
the incident and this may be shared with other
selected companies to help process the claim. If
other people are involved in the incident, we may
also need to collect additional information about
them which can include special categories of
personal data (e.g. injury and health data).

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 Where else do we collect Sometimes your personal information may
information about you? be sent to other parties outside of the
European Economic Area (EEA) in connection
Where possible, we’ll collect your personal with the purposes set out above. We will
information directly from you. However, on take all reasonable steps to ensure that your
occasion we may receive details about you from personal information is treated securely and in
other people or companies. For example, this accordance with this Privacy Notice, and in doing
might happen if: so may rely on certain “transfer mechanisms”
• It was supplied to us when you purchased an such as the EU-US Privacy Shield, and the
insurance product or service that is provided standard contractual clauses approved by the
by us in partnership with other companies; or European Commission. If you would like further
• It was lawfully collected from other sources information please contact us.
(e.g. Claims and Underwriting Exchange) to
validate the information you have provided Which decisions made about you
to us.
will be automated?
We request those third parties to comply with
data protection laws and to be transparent Before we can offer you an insurance product or
about any such disclosures. If you would like service, we may need to conduct the following
some further information, please contact us. activities, which involve automated (computer
based) decision-making:
Will we share your personal • Pricing and Underwriting – this process
calculates the insurance risks based on the
information with anyone else? information that you have supplied. This will be
We do not disclose your information outside of used to calculate the premium you will have
RSA except: to pay.
• Where we need to check the information • Automated Claims – some small claims may
you gave to us before we can offer you an qualify for automated processing, which will
insurance product; check the information you provide, resulting in
• Where we are required or permitted to do so a settlement or rejection of your claim.
by law or relevant regulatory authority (e.g. The results of these automated decision-making
fraud detection/prevention); processes may limit the products and services
• Where we provide insurance services in we can offer you. If you do not agree with the
partnership with other companies; result, you have the right to request that we
• In the event that we are bought or we sell perform a manual reassessment using the same
any business or assets, in which case we will information that you originally provided. If you
disclose your personal information to the wish to do so please contact us.
prospective buyer of such business or assets;
• As required to enforce or apply this Privacy For how long will we keep your
Notice, or the contract of insurance itself;
• Within our group for administrative purposes; information?
• If we appoint a third party to process and Your personal information will be retained under
settle claims under the policy on our behalf, one or more of the following criteria:
in which case we will make your personal • Where the personal information is used to
information available to them for the purposes provide you with the correct insurance cover,
of processing and settling such claims; which will be kept as long as it is required to
• With our third party service providers fulfil the conditions of the insurance contract.
(including hosting/storage providers, research • Where the use of your personal information
agencies, technology suppliers etc.); for a specific purpose is based on your
• With our reinsurers (and brokers of reinsurers) consent, it will be kept for as long as we
in connection with the normal operation of continue to have your consent.
our business; • Where, for a limited period of time, we are
using some of your information to improve the
products or services we provide.
• For as long as your information is required
to allow us to conduct fraud and/or criminal
checks and investigations.

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 Your information is incorrect what 5 Object to the processing of your data under the
should you do? following circumstances [Request Ref: DSR 5]:
If you hold a product or service with us and a. Where we believe it is in the public interest
think that the information we hold about you is to use your information in a particular way,
incorrect or incomplete, please contact us and but you disagree.
we will be happy to update it for you. b. Where we have told you we are using your
data for our legitimate business interests
What are your rights over the and you believe we shouldn’t be (e.g. you
were in the background of a promotional
information that is held by RSA? video but you did not agree to be in it.)
We understand that your personal information is In each case under section 5 above, we will stop
important to you, therefore you may request the using your information unless we can reasonably
following from us to: demonstrate legitimate grounds for continuing to
1. Provide you with details about the personal use it in the manner you are objecting to.
information we hold about you, as well as a If you would like to request any of the above,
copy of the information itself in a commonly please contact us and submit a written request,
used format. [Request Ref: DSR 1] including the request reference (e.g. DSR 1), as
2. Request your personal information be deleted this will speed up your request. To ensure that
where you believe it is no longer required. we do not disclose your personal information to
Please note however, we may not be able to someone who is not entitled to it, when you are
comply with this request in full where, for making the request we may ask you to provide
example, you are still insured with us and the us with:
information is required to fulfil the conditions • Your name;
of the insurance contract. [Request Ref: DSR 2] • Address(es);
3 Request the electronic version of the personal • Date of birth;
information you have supplied to us, so it can • Any policy IDs or reference numbers that
be provided to another company. We would you have along with a copy of your photo
provide the information in a commonly used identification.
electronic format. [Request Ref: DSR 3] All requests are free of charge, although
4 Request to restrict the use of your information for requests for the provision of personal
by us, under the following circumstances information we hold about you (DSR1) we reserve
[Request Ref: DSR 4]: the right to charge a reasonable administrative
a. If you believe that the information we hold fee where, we believe an excessive number of
about you is inaccurate, or; requests are being made. Wherever possible,
we will respond within one month from receipt
b. If you believe that our processing activities
of the request, but if we don’t, we will notify you
are unlawful and you do not want your
of anticipated timelines ahead of the one month
information to be deleted.
deadline.
c. Where we no longer need to use your
Please note that simply submitting a request
information for the purposes set out in this
doesn’t necessarily mean we will be able to fulfil
Privacy Notice, but it is required for the
it in full on every occasion – we are sometimes
establishment, exercise or defence of a
bound by law which can prevent us fulfilling some
legal claim.
requests in their entirety, but when this is the
d. Where you have made an objection to us (in case we will explain this to you in our response.
accordance with section 5 below), pending
the outcome of any assessment we make
regarding your objection.

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 Our Privacy Notice
If you have any queries regarding our Privacy
Notice please contact us and we will be happy
to discuss any query with you. Our Privacy
Notice will be updated from time to time so
please check it each time you submit personal
information to us or renew your insurance policy.

How you can contact us about this

Privacy Notice?
If you have any questions or comments about
this privacy notice please contact:
The Data Protection Officer,
RSA,
Bowling Mill,
Dean Clough Industrial Park,
Halifax,
HX3 5WA
You may also email us at
[email protected]

How you can lodge a complaint?

If you wish to raise a complaint on how we have
handled your personal information, please send
an email to [email protected] or
write to us using the address provided. Our Data
Protection Officer will investigate your complaint
and will give you additional information about
how it will be handled. We aim to respond in a
reasonable time, normally 30 days.

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 We could help you save
on other insurance
Home Insurance
0345 674 6666
Lines are open Mon–Fri 8am–9pm,
Sat and Sun 9am–5pm.

Car Insurance
0345 673 0000
Lines are open Mon–Fri 8am–9pm,
Sat and Sun 9am–5pm.

If you have problems with your

hearing or speech, contact us by
Minicom on 0800 300 836.
Tesco Bank Home Insurance and add-on insurance products are arranged by
Tesco Bank acting as an insurance intermediary and is underwritten by a select
range of insurers. Tesco Bank Car Insurance is arranged and administered
by Tesco Bank acting as an insurance intermediary and is underwritten by a
select range of insurers. Financial Failure cover is provided and administered
by International Passenger Protection Limited and underwritten by certain
underwriters at Lloyd’s.

For further information: tescobank.com

Calls may be monitored and recorded for training purposes, to improve the quality of service and to prevent and detect fraud.
*Our numbers may be included as part of any inclusive call minutes provided by your phone operator.

Tesco Bank Pet Insurance is arranged, administered and underwritten by Royal & Sun Alliance Insurance plc. Registered in England and Wales (No. 93792)
at St. Mark’s Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct
Authority and the Prudential Regulation Authority. Tesco Bank is a trading name of Tesco Personal Finance plc. Registered in Scotland, registration no.
SC173199. Registered office: 2 South Gyle Crescent, Edinburgh EH12 9FQ. Authorised by the Prudential Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation Authority.

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