The schedule
The schedule is the personalised part of the policy. It shows your pet, the policy dates, the cover level, the excess and any special exclusions. This document shows what has actually been applied to your pet.
The policy wording
The wording explains how the product works for everyone who buys it. This is where you find definitions, exclusions, claim rules, waiting periods, renewal terms and conditions around dental treatment or behavioural issues.
Limits and sub-limits
A policy may have one headline vet fee limit, then smaller limits for certain treatments. These are called sub-limits. They matter because a policy can look generous until you find that one type of care is capped much lower.
Claims and complaints
The policy should explain how to claim, what evidence is needed and how complaints are handled. If a dispute cannot be resolved, pet insurance complaints can usually go to the ombudsman.