HDI Global Specialty SE · DRN-5971198

The complaint Mr K is unhappy HDI Global Specialty SE has refused to pay for treatment his pet received after the expiry date of his pet insurance policy. He believes as the initial event happened within the previous policy year, any follow up treatment for it should be covered. What happened The details of the complaint are well known to both parties, so I won’t repeat them in full again here. Instead, I’ll focus on providing my reasons for my decision. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. • The policy terms and conditions set out what cover the policy will provide so I need to refer to this to decide if HDI has declined Mr K’s claim fairly. • Mr K has claimed for Veterinary fees. Under the title “Section 1: Veterinary fees (treatment to your pet)” it says the following; “What is covered? We will pay you for all customary charges made for treatment carried out by a vet. Cover is provided for an accident, illness, or injury occurring to your pet, subject to the policy limit shown on your policy schedule. The limit of cover is continuous up to the overall limit of the policy for the period of insurance, subject to cover remaining in force, relevant premiums having been paid and the insurer invites renewal. Treatment in respect of any on-going illness or injury can continue into the next period of insurance”. • Period of insurance is further defined in the policy terms and conditions as “The period for which your pet is covered as shown on your policy schedule. Each renewal is the start of a new period of insurance”. • The schedule confirms the period of insurance to be 12 months with the commencement date listed as 06/01/2024. • I’m satisfied that the policy terms and conditions are clear that treatment is only covered for the policy period specified and that any treatment for ongoing conditions can continue into the next period of insurance. • Unfortunately, here Mr K did not renew the policy with HDI and as such the policy came to an end on 05/01/2025 and there was no further period of insurance under which the claims could be paid. Therefore, I’m satisfied HDI correctly declined his claim for Veterinary fees that were incurred after the expiry date of the policy.

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• I appreciate Mr K does not believe this is fair however I’m satisfied it is clearly set out in the policy documentation. Policies such as this are annual contracts and this is a very common term in almost all pet insurance policies. So, I’m satisfied this wasn’t an unusual term that specifically needed be brought to Mr K’s attention. • For completeness however I note that in the Insurance Product Insurance Document (IPID) it says under the title ‘What is insured’ that “Veterinary fees up to the amount shown in the policy schedule per policy period to cover all conditions”. • HDI offered Mr K £50 compensation as it incorrectly told him the claims were also declined as the condition claimed for was pre-existing and excluded under the policy. I think this is reasonable amount which fairly reflects the confusion this caused to Mr K. For the reasons above I do not uphold this complaint. My final decision My final decision is that I do not uphold Mr K’s complaint against HDI Global Specialty SE. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr K to accept or reject my decision before 24 April 2026. Alison Gore Ombudsman

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