Terms of Business

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 is an insurance intermediary. Your pet insurance is underwritten by Zenith Insurance Plc.



We do not give opinions or recommendations. W e 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 Conduct Authority (FCA). BDML Connect Ltd’s Financial Services Register number is 309140.
Our permitted business is arranging general insurance contracts.
BDML holds money as an agent of the insurer and acts as an agent of the insurer when selling policies and handling claims. You can check this information on the Financial Services Register by visiting the FCA’s website  www.fca.org.uk
or by contacting the FCA on 0800 111 6768.
Please note that the Financial Conduct 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.

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 Connect Limited, 1000 Lakeside North Harbour, W estern Road, Portsmouth, PO6 3EN.
If you remain dissatisfied with our response, you may approach the Financial Ombudsman Service, South Quay
Plaza, 183 Marsh W all, London E14 9SR. Telephone 0300 123 9123.
Full details of our complaint procedure are given in our Policy booklet, a copy of which is available on request.



We set out below the charges we make for the service we provide to you.


Duplicate documents

No charge

All mid-term adjustments

No charge

New business/Renewal administration fee


Cancellation of the policy within the first 14 days of receipt of the policy documents

Providing 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 will be made. If you cancel and a claim has been reported in the current period of insurance (except for death/loss) there will be no refund of premium. If you make a claim (except for death/loss) and you are paying by instalments the full outstanding premium will become due. We reserve the right to deduct all outstanding premium from any claim payment.

If you pay by instalments

If you choose to pay by Direct Debit, your monthly instalment plan will be financed by Premium Credit Limited. Premium Credit will send you a welcome pack which will include a credit agreement. In assessing you 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.



Each year, subject to the underwriter's agreement, we will send you renewal terms. These may include renewing to 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. This will be confirmed by us 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 return to us the schedule of insurance and cancel your Direct Debit.


Important Information

All information you give us verbally or in writing during a quote, the sale of insurance, when renewing your policy, making changes to your insurance or making a claim must be accurate and complete to the best of your knowledge and belief. You need to tell us about any changes to the information on your Schedule of Insurance as soon as you are aware these details are incorrect or have changed. Changes to your policy may affect the terms of your policy and the premium you pay. Failure to notify us of changes or to disclose information accurately could invalidate your policy or claims made under it.


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 members 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. W e will hold and process your personal data for insurance administration, marketing and statistical analysis. Pets at Home will process your personal data in accordance with its Privacy Policy, a copy of which is available at  www.petsathome.com.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 us 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, 1000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN. 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 resident in the United Kingdom, the law which will apply will be the law of England and W ales.

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.

A specimen policy is available on request.