Questions & Answers

CANCELLING A POLICY

Q. I purchased my travel insurance policy via the travel insurance website and want to cancel my policy, what should I do?

A. If you are cancelling your policy within 14 days of purchasing it and you have not commenced travel and a claim does not exist, you should email us at dog.friendly@tpsltd.com or contact us on 0844 557 8769.

If you do not fit the above criteria, no refund will be given.

NON-RECEIPT OF YOUR POLICY DOCUMENTS

Q. I have booked my travel insurance policy on the travel insurance website but cannot download my policy documents, what should I do?

A. Please call the Dog Friendly Insurance helpline on 0844 557 8769 or email us at dog.friendly@tpsltd.com to request documents via the post.

Q. I have booked my travel insurance policy on the travel insurance website but have not received my confirmation of purchase or policy documents, what should I do?

A. Please email us at dog.friendly@tpsltd.com requesting your confirmation of purchase to be emailed to you. Alternatively, please call 0844 557 8769, ensuring you quote your policy number, email address and date of purchase in your email request.

AMEND AN EXISTING POLICY

Q. I have booked my travel insurance policy via the travel insurance website and wish to amend the policy, what should I do?

A. Please email us at dog.friendly@tpsltd.com requesting your changes. Please ensure you quote your policy number, full name and address and the date of purchase in your email request.

PRE-EXISTING MEDICAL CONDITIONS

Q. What is a pre-existing medical condition?

A. Any of the following conditions, known to you, which have been suffered from or for which medical advice, treatment or medication has been received, prior to the date of issue of this insurance:

· Diabetes mellitus; cancer; any growth or form of malignancy; epilepsy or fits; asthma, bronchitis or any other lung or respiratory condition; any kidney or bladder disorder; any mental or psychological condition; or

· any other medical condition that is ongoing; or from which you have suffered symptoms or required medical attention or treatment during the 2 years prior to the commencement of cover under this policy and/or prior to any trip; or

· any cardiovascular problems (e.g. heart attack, angina, chest pain, palpitations, any other heart condition, hypertension (raised blood pressure), blood clots, raised cholesterol) or any cerebrovascular problems (e.g. stroke, transient ischaemic attack, brain haemorrhage) that has occurred at any time prior to the commencement of cover under this policy and/or prior to any trip

Q. Does this policy only exclude my pre-existing medical conditions?

A. No. No claim arising directly or indirectly from a pre-existing medical condition affecting you, a close relative, travelling companion or person with whom you intend to stay whilst on your trip will be covered unless:

• you have declared that pre-existing medical condition to us; and/or

• you have declared any changes in your health or prescribed medication; and/or

• we have accepted that condition for insurance in writing

To declare a pre-existing medical condition or a change in your state of health or prescribed medication, you should contact us on 0845 0775549.

RESIDENCY

Q. Can I buy a travel insurance policy if I do not live in the UK?

A. No. You must be a resident of the UK. To be a resident of a country, your main home must be in that country.

Q. Can I buy a travel insurance policy if I have a British passport, but am currently working overseas?

A. No. Your trip must commence and end in the UK where you reside.

Q. Can I buy a travel insurance policy if I am a UK resident but am currently working overseas and my journey will commence and end outside of the UK?

A. No. Your trip must commence and end in the UK.

AGE LIMITS

Q. What are the age limits under the travel insurance policies you offer?

A. The following age limits apply:

* Single Trip Policy – an age limit of 85 on the date of departure applies (80 if travelling outside Europe)
* Annual Policy – an age limit of 80 on the date of policy issue applies (64 if travelling outside the UK)

ANNUAL POLICIES

Q. Can children in full time education be covered under a Family Annual Policy?

A. Yes, any children under the age of 18 on the date cover commences, who are living at home and are in full time education, can be covered.

Q. Can children travel independently on an Annual Policy?

A. No. All children must travel with at least one Dog Friendly insured adult.

Q. Does the Annual Policy include cover for Wintersports?

A. Yes, if you have selected the ‘Annual Multi Trip with Wintersports’ policy. It offers cover for up to 24 days per policy period.

PARTICIPATION IN SPORTS & LEISURE ACITIVITIES

Q. Is there any cover under the policy for any leisure or sports activities I may participate in during the trip?

A. There is cover for some sports and leisure activities; a full list is in the policy definitions section of the policy wording.

MAKING A CLAIM

Q. Is there a time limit for making a claim under the policy?

A. Yes, you must submit a claim form no later than 28 days after the event.

Q. How do I make a claim under this policy?

A. Please refer to the ‘How To Claim’ menu option on the homepage.

NOTIFICATION OF THE EXPIRY OF AN ANNUAL POLICY

Q. If I have an annual policy, will I be notified of when the policy expires?

A. Yes, we will notify you of the expiry of your annual policy at least 21 days in advance.