Who are we?

Pets at Home policies are arranged and administered by BDML Connect Ltd, 1000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN.

BDML Connect Ltd is an insurance intermediary. Your pet insurance is underwritten by Syndicate 1301 at Lloyd’s and Groupama Insurance Company Limited.

Advice

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?

Who owns us?

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.

If you remain dissatisfied with our response, you may approach the Financial Ombudsman Service South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800. Full details of our complaint procedure are given in our Policy booklet, a copy of which is available here.

Charges

In addition to premiums charged by insurers we make the following charges:

If you pay by instalments

Premium Credit will send you a welcome pack which will include a credit agreement.
In assessing your application Premium Credit will search the public information a credit reference agency holds about you. The credit reference agency will add details of the search to their records whether or not the application for credit proceeds. This and other information may be used to make credit decisions about you and to undertake checks for the prevention and detection of money laundering. Failing to make a payment when it is due will result in cancellation of the credit agreement and may result in cancellation of your insurance.

Renewal

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 policy will automatically renew on an annual basis for your convenience. We will confirm this by sending you your renewal documents detailing the premium payable and the terms and conditions applicable for the renewed policy.

If you do not wish to renew your policy you should cancel your Direct Debit and return the schedule of insurance to us.

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:

• share information about you with other organisations and public bodies including the Police;
• check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this.

We and other organisations may also search these agencies and databases to:

• help make decisions about the provision and administration of insurance, credit and related services for you and member of your household;
• trace debtors or beneficiaries; recover debt, prevent fraud and to manage your accounts or insurance policies;
• check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity;
• undertake credit searches and additional fraud searches.

Data protection

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.

You understand that all personal data you supply must be accurate.

You can ask for more information about this. At the request of many of our customers and to make managing your insurance more convenient, it is our policy to deal with your spouse or partner who calls on your behalf, provided they are named on the policy. They will only be allowed to amend the policy and not cancel it. If you would like someone else to be able to deal with your policy for you on a regular basis please provide us with written permission. If at any time you would prefer us to deal with only you, please let us know.

Pets at Home may like to keep you up to date about its own products and services and those of other companies which might be of interest to you. However, if you prefer not to be kept informed please write to us at: Pets at Home Pet Insurance, Freepost, Hampshire PO2 8ZY. Please make sure you include your full name, address, date of birth and reference number.

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.