Question 1

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 - 7pm  
Saturday :	9am - 2pm

**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 
purchase pet insurance online, find out more about our types of [pet insurance](https://www.petplan.co.uk/pet-insurance) or just [get a quote](https://quote.petplan.co.uk) quickly and easily.

Monday - Friday:	8am - 7pm  
Saturday :	9am - 6pm

Question 2

How can I pay for my policy or change my payment method?

Accepted Answer

For a simple and stress free option, you can pay your premium monthly or annually by secure Direct Debit. There is no interest if you choose to pay by monthly instalments.

If you would like to setup a new direct debit please complete the [Paying by direct debit form](https://www.petplan.co.uk/existing-customers/paying-by-direct-debit/). If you have already paid for your annual premium by card, you will need to wait until your next renewal date to activate a direct debit.

If you currently pay by direct debit, you may change your payment method at any time. To update an existing direct debit or to pay by any other means please call us on 0330 102 6735 and we'll be happy to discuss payment options with you.

You can also manage your policy through your My Petplan account. Login or create an online account [here](https://login.my.petplan.co.uk/).

Question 3

How do I make a claim?

Accepted Answer

To make a claim you’ll need to complete the relevant claim form for the treatment or incident in question. Head to our [Claims page](https://www.petplan.co.uk/existing-customers/make-a-claim/) for more information on how to submit your claim.

Question 4

I have more than one pet to insure, can I get a discount?

Accepted Answer

Yes, if you have two or more pets regardless of species (i.e. dog, cat and rabbits) then you are entitled to a Multi-Pet discount. For each animal you are given £1 per pet per month discount off your premium. For example, if you have 1 dog insurance policy, 1 cat insurance policy and 1 rabbit insurance policy you will get a £36 discount in your policy year.

Question 5

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

Accepted Answer

You have 12 months from the point of the illness or injury taking place in which to submit a claim, this will be based on the start date of the treatment. Make a claim [here](https://www.petplan.co.uk/existing-customers/make-a-claim/).

Question 6

If I am hospitalised with COVID-19 will my pet's boarding fees be covered?

Accepted Answer

Yes, we will pay for the cost of boarding your pet at a licensed boarding establishment or pay £30 a day towards the cost of someone looking after your pet if you are hospitalised for 2 or more consecutive days. This is up to your policy limit which varies depending on the type of policy you chose.

[Log in to My Petplan](https://login.my.petplan.co.uk/) to view your policy documents and see what your pet is covered for.

Make a claim [here](https://https://www.petplan.co.uk/existing-customers/make-a-claim/).

Question 7

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

Accepted Answer

Since vet fees 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 in to 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 fee 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](https://https://login.my.petplan.co.uk/login) to let us know of a change of address.

Question 8

What documents do I need for a death of a pet claim?

Accepted Answer

We understand losing a pet can be a very difficult time. In the sad event of your pet passing away we hope to make the claims process as straightforward as possible.

Along with the completed [claim form](https://www.petplan.co.uk/pdf/CFDeath.pdf), we will require the following documents:
* Purchase receipt or rehoming document to confirm amount you paid for your pet
* Confirmation from the vet that the pet passed away if we haven’t already received a vet fees claim form that confirms his/ her loss.

If you need any extra support during this difficult time, our partners at [Blue Cross](https://www.bluecross.org.uk) run a pet bereavement helpline on 0800 138 6515.

Question 9

What does a veterinary fees claim excess mean?

Accepted Answer

The excess is the amount you pay towards the cost of treating each illness or injury during the period of cover (i.e. the policy year or up to the maximum benefit), which is not related to any other illness or injury treated during the same period of cover. If your policy covers illness/injury for 12-months you will pay an excess per condition for the 12 month/maximum benefit period in which you are entitled to claim. If you have a Covered For Life® policy, as your monetary limit is refreshed each year you will pay an excess per condition per policy year. Some policies may also include a percentage excess, if this is the case this means you will pay an excess on each claim you make. The exact percentage that will be deducted from your claim will be shown on your Certificate of insurance. We will automatically deduct the excess amount whilst we are assessing your claim - so whoever is the payee on the claim will receive the claim settlement amount less the excess. Please make sure you check your excess on your policy documents carefully as your cover can change at renewal. If you need help completing your claim form or have any questions about how your excess will be applied you can call our customer service team on 0345 071 8000.

**You can make a claim online [here](https://www.petplan.co.uk/existing-customers/make-a-claim/). **

Question 10

How can I update my contact details?

Accepted Answer

It's important we have your up to date contact details in case we need to get in touch.

If you have moved house, changed your email address or want to change your contact number simply log in to [My Petplan](https://my.petplan.co.uk/) and change your details in your account. Please note it will take a few days to process the update before the information is reflected in your [My Petplan](https://my.petplan.co.uk/) account.

If you need to change anything else or want to discuss something with us you can [send us a message](https://www.petplan.co.uk/help/#petAdvice) and will make those updates for you.