Who are we?
Pets at Home policies are arranged and administered by BDML Connect Ltd, 1000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN.
We do not give opinions or recommendations. We will give you information about a product but cannot make a decision for you.
Who regulates us?BDML Connect Ltd are authorised and regulated by the Financial Services Authority (FSA). BDML Connect Ltd’s FSA number is 309140. Our permitted business is arranging general insurance contracts. BDML holds money as an agent of the insurer. You can check this information on the FSA’s Register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting the FSA on 0300 500 5000. Please note that the Financial Services Authority, the Financial Ombudsman Service and the Financial Services Compensation Scheme do not operate in respect of Channel Island or Isle of Man risks.
Who owns us?BDML Connect Ltd is part of the Capita plc.
What to do if you need to complain
Please phone our Customer Service Department on 0800 456 1173 or write to; The Complaints Team Manager, BDML 1000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN.
In addition to premiums charged by insurers we make the following charges:
|Administration due to a change of personal details
|Cancellation of the policy within the first 14 days of receipt of the policy documents||Provided there has not been a claim, other than for the death or loss of your pet, and the schedule of insurance has been returned to us, a full refund will be made if you decide to cancel the policy within the first 14 days of the purchase date or receipt of the policy documents, whichever comes later.
|Cancellation of the policy after the first 14 days of receipt of the policy documents||Your policy is a contract for 12 months. If your insurance is cancelled for any reason after the first 14 days a pro rata charge and a £10 cancellation fee will be made. If you cancel and a claim has been reported in the current period of insurance (except for a death/loss) there will be no refund of premium and a charge of £10 will be made. If you make a claim (except for death/loss) and you are paying by instalments the full outstanding premium and the additional £10 cancellation fee will become due. We reserve the right to deduct all outstanding premiums and the £10 charge from any claim payment.|
If you pay by instalments
Premium Credit will send you a welcome pack which will include a credit agreement.
Each year, subject to the underwriter’s agreement, we will send you renewal terms. These may include renewing with a different insurer if the underwriter of Pets at Home Pet Insurance has changed for new policies in the course of the year. If you pay your premium by instalments -
Your duty to disclose
It is important that all information you give us verbally or in writing, in proposing for, renewing, making changes to your insurance or making a claim, is full and correct, and that you tell us about all relevant changes such as address and pet details. Failure to do so could invalidate your policy or claims made under it, or result in an increased premium or additional terms.
Fraud prevention and detection
In order to prevent and detect fraud we may at any time:
We and other organisations may also search these agencies and databases to:
For Data Protection Act purposes, Pets at Home is the data controller and BDML Connect Ltd is the data processor. We will hold and process your personal data for insurance administration, marketing and statistical analysis. For this purpose, the information may also be passed to selected third parties, insurers, and may be processed outside the EEA.
Law applicable to this policy
You and we are free to choose the law applicable to this contract, but in the absence of agreement to the contrary the law of the country in which you are resident at the time of the contract will apply. If you are not a resident of the United Kingdom, the law which will apply will be the law of England and Wales.
Financial services compensation scheme (FSCS)
If we or your insurer were unable to meet our obligations you might be entitled to compensation under the Financial Services Compensation Scheme (FSCS). Further information about the scheme is available from the FSCS website at www.fscs.org.uk or by calling us.