Introduction

This information applies to Animor®  Prevent & Care and Animor®  Premier Care memberships only, and should be read in conjunction with Animor®  Membership Services’ Terms & Conditions and Privacy Policy available at www.animor.com as well as the applicable insurance policy documents. Specific insurance policy terms and conditions will prevail over any of the terms below should any contradiction arise.

Who we are

Animor®  is a trading name of Animor®  Membership Services Limited (“we”, “our” or “us”), a company registered in England and Wales, Company Number 09285654. Our registered office is at Towngate House, 2 - 8 Parkstone Road, Poole, Dorset, England, BH15 2PW.

Animor®  Membership Services Limited is an Appointed Representative of Davies MGA Services Limited of 7th Floor 1 Minster Court, Mincing Lane, London, EC3R 7AA, a company which is authorised and regulated by the Financial Conduct Authority to carry on Insurance Distribution Activities. Davies MGA Services Limited’s Financial Services Register number is 597301. You can verify these details by visiting the FCA’s website (www.fca.org.uk/register) or by contacting the FCA on 0800 111 6788.

Our Insurance Service

Covea Insurance plc are the manufacturer of the Animor®  insurance product. As a customer of Animor® , if you have any questions or concerns regarding our products please always contact Animor®  directly by emailing contact@animor.com or calling us on 0333 344 7502

We have entered into a sole and exclusive contractual agency relationship with Covea Insurance plc (“Covea”) that enables us to collect the premium and distribute our insurance product. Whilst we offer insurance from Covea, neither we nor Covea have a direct or indirect holding in each other representing more than 10% of the voting rights or capital.

In addition, dog owners have the option to cover their pet for Third Party Liability which is underwritten and claims handled by Ageas Insurance plc.

When providing this insurance service, we act for and on behalf of the insurer.

Any insurance claims you make must be notified directly to the insurer or their nominated claims representatives. For more information, please refer to the policy documents.

Helping you make an informed decision

Whilst we do not offer any advice or make a personal recommendation regarding the suitability of the insurance product provided, we do provide our customers with the information needed to make their own informed decision on whether this insurance suits their needs.

Fees and Charges

We arrange the policy with the insurer on your behalf. You do not pay us a fee for doing this. We receive an administration fee from the insurer from the premium you pay.

• Prevent & Care: Dogs £2 per month, Cats £1.50 per month
• Premier Care: Dogs £3 per month, Cats £2.50 per month

Customer disclosure

It is the sole responsibility of the customer to take reasonable care to provide accurate and complete information, and not to make a misrepresentation in response to any questions asked in the course of their application. Careless answers, non-disclosure, and/or reckless or deliberate misrepresentation can result in claim(s) being denied and/or cancellation of the policy. Misrepresentation is a serious matter with serious consequences, for both the cover offered, as well as the likelihood of obtaining cover in future.

Insurance Premium

We are not permitted to hold client money. All premiums must be paid directly to the following account:

We have entered into a written agreement with Covea that all premiums you pay to us are held on trust as agent of the insurer by our regulatory principal Davies MGA Services Limited (“Davies”). In accordance with this agreement, premiums are treated as being received by the insurer when received into the Davies insurer trust bank account and any premium refund is treated as received by you when it is actually paid over to you.

Awareness of policy terms

When a policy is issued, you are strongly advised to read it carefully, as it is that document, the schedule and any certificate of insurance that details the cover that you have in place. If you are in doubt over any of the policy terms and conditions, please contact us promptly.

Law

Unless agreed by prior and mutual written consent, English law will apply to these Terms & Conditions, as well as to legal arbitration of any other aspect of your relationship with us. We supply the policy documents and communicate with you in English only.

Insurance documentation is provided in electronic formats. Please contact us by emailing contact@Animor.com or calling us on 0333 344 7502 if you would like us to send you paper copies which are available free of charge.

Complaints

We strive to offer an excellent level of service in all aspects of our business, but if you are not happy, we ask that you contact us as soon as possible so we can seek to reach a fair and timely resolution to your complaint. Our complaints procedure is available on request and also within your Animor®  Membership Agreement.

You can contact us at any time by emailingcomplaints@animor.com, or by writing to: Animor® Clinical Services Limited, PO Box 470, Lymington, Hampshire SO41 . You can also call us on 0333 344 7502 between the hours of 09:00 and 17:00 Monday to Friday.

When you are not happy with how we have handled a complaint (a) if you meet the current Financial Ombudsman Service (‘FOS’) criteria, you are entitled to refer the matter to the FOS. You can obtain further information including how to contact the FOS fromwww.financial-ombudsman.org.uk., email:complaint.info@financial-ombudsman.org.uk or phone 0800 023 4567.

Cancelling the policy

You may cancel the Animor®  membership within 14 days from the start of the membership or from the renewal date by emailing or calling us during the cancellation period. A full refund less any nonrefundable admin fees will be issued.

After the initial 14 days, you may terminate this insurance at any time by sending us written notice. If you cancel the policy prior to the renewal date no refund of premium is given. Your pet will be covered up to the date your next monthly instalment is due. If another monthly instalment is taken e.g., you notify us of intent to cancel but we cannot stop a further payment being taken, we will refund this membership fee.

To cancel any insurance policy please notify us by sending an email to contact@animor.com or calling us on 0333 344 7502 between the hours of 09:00 and 17:00 Monday to Friday.

Cancellation by Us:

We reserve the right to cancel this policy after 7 days written notice if there are serious grounds to do so, examples of which include:

• non-payment of the membership fee. The membership will end after the last day covered by your previous membership payment.
• you have been neglectful or failed to provide care for your pet.
• you have been fraudulent or dishonest at any time or you have used threatening or abusive language to our staff.

Financial Services Compensation Scheme

As the Appointed Representative of Davies MGA Services Limited, we are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you may be entitled to compensation from the scheme depending on the type of insurance and the circumstances of the claim. Further information is available from the FSCS atwww.fscs.org.uk. Their telephone number is 0800 678 1100 or 020 7741 4100.