Q: When can I call Petplan?

Customer Service: If you have a query regarding an existing dog, cat or rabbit policy, please call our customer service centre on 0345 071 8000. Monday - Friday: 8am - 8pm Sales Team: You can contact our sales team on 0345 077 1934 if you have a question about purchasing a policy for your pet. However, you can Monday - Friday: 8am - 8pm

Q: How do I buy multi-pet insurance online?

If you are a new customer click Get a quote , enter details for the first pet and click the ‘Add another pet’ button on the form. You will be asked to select a plan for the initial pet, followed by any additional pets.

Question 1

What should I do if my pet passes away?

Accepted Answer

It’s never easy to say goodbye to your pet, but if the worst should happen, Petplan will be here to support you. Whilst insurance may be the last thing on your mind when your pet dies, there are a few things you need to think about.

Cancelling your policy:

Make sure you notify us of your pet’s death by filling in our online cancellation form.

We will then cancel your policy from the day after your pet’s passing.

Depending on your current payment date, once you cancel you may be due a refund. Alternatively, you may be charged for any additional days’ cover since your last payment date. If you owe any outstanding premium, we will request this from your bank on the next working day. Refunds will be paid back onto your usual payment card.

If you pay by Direct Debit and have less than 5 working days left before your next payment is due to be collected we will be unable to stop this collection. We will take this payment as normal and then refund this directly to the bank account for which we hold details.

Claims:

The team will be able to help you complete any open claims or submit claims for any treatment your pet was undergoing.

You may also be eligible to receive a death benefit within your policy. If this is the case, we will transfer the benefit to you, once you have notified us of your pet’s passing.

Support:

Losing a pet can be a painful and traumatic time. If you need any extra support, our partners at Blue Cross run a pet bereavement helpline on 0800 138 6515.

Question 2

When can I call Petplan?

Accepted Answer

Customer Service: If you have a query regarding an existing dog, cat or rabbit policy, please call our customer service centre on 0345 071 8000.

Monday - Friday: 8am - 8pm

Sales Team: You can contact our sales team on 0345 077 1934 if you have a question about purchasing a policy for your pet. However, you can

Monday - Friday: 8am - 8pm

Question 3

Will my premium increase if I make a claim?

Accepted Answer

With Petplan, you'll never pay more for claiming. Your price will increase every year due to a number of factors, such as greater risk of illness as your pet gets older, as well as the cost of vet bills increasing over time. However, our Claims Pricing Guarantee means that we'll never charge you more for claiming.

Read more about our Claims Pricing Guarantee here.

You can make a claim online here.

Question 4

What is the maximum time limit for me to submit a claim?

Accepted Answer

You have 12 months from the date your pet started treatment for an illness or injury in which to submit a claim. Make a claim here.

Question 5

How do I make a claim?

Accepted Answer

To make a claim simply complete the relevant claim form for the treatment or incident in question. Head to our Claims page for more information on how to submit your claim. Your vet may also be able to submit a claim on your behalf. Find out how this works here.

Question 6

How do I buy multi-pet insurance online?

Accepted Answer

If you are a new customer click Get a quote, enter details for the first pet and click the ‘Add another pet’ button on the form. You will be asked to select a plan for the initial pet, followed by any additional pets.

Question 7

How will changing my address affect the price of my policy?

Accepted Answer

Since vet bills vary from region to region, updating your address may affect the price of your policy. Unfortunately, we can’t say at this stage what the impact of your change of address will be as we regularly update our pricing to take into consideration new trends and data. Your change of address will be reflected in the price of your policy at your next renewal. Your renewal premium will also be impacted by the age of your pet and vet bill inflation.

It’s important you keep information relating to your policy up to date. Your pet must live at the address shown on your Certificate of Insurance, which is a condition of your cover. Please log in to My Petplan to let us know of a change of address.

Question 8

Can I claim for Pet Therapies?

Accepted Answer

Yes, our policies include up to £2,000 for cats and dogs (£750 for rabbits) per year for Pet Therapies as standard, as long as the treatment has been carried out by a vet or a member of a recognised association.

You can claim for hydrotherapy (up to £500 per illness/injury for cats and dogs), acupuncture, herbal medicine and homeopathy if they are recommended by your vet to support your pet's health. For rabbits, you can claim for all of the above listed treatments, as long as they are recommended by your vet. This includes hydrotherapy, up to the £750 limit with no additional limits.

Therapies such as physiotherapy, osteopathy, chiropractic manipulation and behavioural therapies are also covered within your Vet Bills benefit.

Log in to My Petplan to view your policy documents and see what your pet is covered for.

Make a claim here.

Question 9

What is covered by the Pet Therapies benefit?

Accepted Answer

We provide cover for Pet Therapies in addition to our cover for Vet Bills so that you can receive help covering the cost of hydrotherapy, herbal medicine, homeopathy or acupuncture if your vet recommends these to you.

Our Essential plan provides 12 months treatment up to £500 per illness/injury for Pet Therapies.

Our Covered For Life® plan provides £2,000 for dogs and cats, or £750 for rabbits, every year for Pet Therapies.

Within these benefits you can claim up to £500 for hydrotherapy per illness/injury (£750 for all illnesses/ injuries for rabbits). On our Covered For Life® plan this cover refreshes each time you renew allowing to you to continue to claim for the same condition year after year providing you renew with no break in cover.

You can also claim for physiotherapy, osteopathy, chiropractic manipulation and behavioural treatment under the Vet Bills benefit.

Question 10

What does a Vet Bills claim excess mean?

Accepted Answer

The excess is the amount you need to contribute to the cost of a claim.

If you have our Essential plan your policy covers treatment costs for 12 months up to £3,000 per illness or injury. You would need to pay an excess for each illness/injury.

If you have a Covered For Life® plan you can claim up to the Vet Bills amount you chose - £4,000, £7,000 or £12,000 per year. You would need to pay an excess for each condition each policy year.

To help keep premiums affordable, as your pet gets older you will need to contribute more towards the cost of your claim. You'll pay 20% of all pet treatments on top of your fixed excess. We’ll remind you of this a year before it happens.

You can check your Vet Bills excess at any time on your Certificate of Insurance.

**You can make a claim online here. **

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