Question 1

Can I get a document which lists all my claims that you have processed?

Accepted Answer

Yes, please call us on 0330 100 7922 to request your claim history.

Question 2

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 3

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 4

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 5

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 6

Can I insure a pet of any age?

Accepted Answer

Whether your pet is a cat, dog or rabbit you can start your pet's insurance from 6 weeks of age. Once your pet is insured with Petplan, as long as you renew your cover each year without a break, we will continue to pay claims for ongoing conditions. For our Covered For Life® cat insurance policy you must start the insurance before your cat’s 10th birthday. On the Covered For Life® dog insurance policy, cover must start from 6 weeks of age and before their 8th birthday. For select dog breeds, cover must start before their 5th birthday. Please contact our friendly Customer Care team on 0345 077 1934 if you have further questions about insuring your dog. On our rabbit insurance policy, cover must begin before their 5th birthday. If you haven't had pet insurance previously and your pet has passed the upper age limit you'll be glad to hear that there is no upper age limit on our Petplan Essential policy for dogs and cats.

Question 7

Will you continue to renew my pet's insurance when they get old?

Accepted Answer

Yes, we will continue to renew your pet’s policy as they age, provided you continue to renew your policy each year with no break in cover and your pet was insured before the required age brackets. For our Covered For Life® cat insurance policy you must start the insurance before your cat’s 10th birthday. On the Covered For Life® dog insurance policy, cover must start from 6 weeks of age and before their 8th birthday. For select dog breeds, cover must start before their 5th birthday. Please contact our friendly Customer Care team on 0345 077 1934 if you have further questions about insuring your dog. On our rabbit insurance policy, cover must begin before their 5th birthday. If you haven't had pet insurance previously and your pet has passed the upper age limit you'll be glad to hear that there is no upper age limit on our Petplan Essential policy for dogs and cats. While the age of your pet does affect the premium you pay we will strive to ensure premiums for older pets are not unfair or unrealistic.

Question 8

How do I opt in to electronic documents?

Accepted Answer

You no longer need to opt in to view your documents online. Simply log in to or register for My Petplan to view and download your documents. If you opted in when you purchased your policy, you will also be sent your policy documents via email. If you would like to receive your documents via email, please call 0330 102 6735.

Question 9

Do I need to give you any notice to cancel my policy?

Accepted Answer

You can cancel your policy at any time and you don’t need to give us any notice. However, you cannot ask for your policy to be cancelled on a past date. To cancel your policy, simply head to our online cancellation form and fill in your details. You can also call the Petplan Customer Service Centre on 0345 071 8000 or send a written confirmation to: PO Box 223, Huddersfield, HD8 1FR

If you cancel your policy within the first 14 days of your first policy year, we will refund all of the premium you’ve paid. If you cancel in the first 14 days after your renewal date, we will refund any premium paid for cover after the renewal date. If you cancel at any other time, we will refund any amount you have paid for cover after the cancellation date.

Question 10

How do I access my electronic documents?

Accepted Answer

Please log in to or register for My Petplan to view and download your documents online. Once you're logged in you can find your documents here. If you opted in when you purchased your policy, you will also be sent your policy documents via email. If you would like to receive your documents via email, please call 0330 102 6735.