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

Question 1

What cat insurance policies do you offer?

Accepted Answer

Our two types of cat insurance offer either ongoing help with vet bills or short-term help with vet bills.

Our Covered For Life® plan provides ongoing help with vet bills. You can continue to claim year after year for the same condition up to your chosen yearly limit providing you renew with no break in cover.

Our Essential plan provides short term help with vet bills. You can claim for 12 months treatment up to £3,000 for each illness/injury. Once you reach either of these limits the condition will no longer be covered.

Question 2

Why choose Petplan? / Why should I insure with Petplan?

Accepted Answer

Petplan have specialised in pet insurance for over 45 years and we’ve helped millions of pets through illness and injury. Today, we’re still the UK’s No.1 pet insurance provider insuring over 1.4 million pets – that’s more than any other provider. Our unrivalled experience in pet health allows us to design our policies to cover as many illnesses and injuries as possible which is why we are able to pay 97% of all claims we receive. It’s no surprise over 90% of our customers renew with us each year.

What’s more, our Claims Pricing Guarantee means that you’ll never pay more for claiming. You can read more about this here.

As pet owners ourselves we know becoming a new pet owner can be like becoming a parent. It’s a journey we call Pethood, and we’ll ensure we’re by your side every step of the way by offering you advice and information to help support you and your pet.

Don’t just take our word for it, read our customer reviews on both Feefo and Trustpilot.

Question 3

Am I covered for the cost of telephone/video vet consulations?

Accepted Answer

Yes, we will cover these costs in the same way as we would cover a face to face vet consultation. Your Petplan policy also includes access to our free vet, behaviour and nutrition video chat service, Pet Expert Chat as standard.

Login to your MyPetplan account to access free Pet Expert chat.

Question 4

If my pet has been ill before, will this be covered by my insurance policy?

Accepted Answer

At Petplan, we don't believe in a "one-size-fits-all" approach to pre-existing conditions, and review every pet's needs individually. Before taking out your dog, cat or rabbit insurance you must tell us about your pet's conditions and any prior illnesses or injuries they've had. We will then decide whether we can provide cover for this condition or not. We like to be as clear as possible with our customers, therefore any exclusion from cover placed on your policy will be stated clearly on your Certificate of Insurance. Your pet's previous medical history will not affect your premium. When you take out a policy you should always check your terms and conditions in conjunction with your Certificate of Insurance to see what is and what is not covered.

Question 5

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 every year for Pet Therapies.

Within these benefits you can claim up to £500 for hydrotherapy per illness/injury. 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 6

What dog insurance policies do you offer?

Accepted Answer

Our two types of dog insurance offer either ongoing help with vet bills or short-term help with vet bills.

Our Covered For Life® plan provides ongoing help with vet bills. You can continue to claim year after year for the same condition up to your chosen yearly limit providing you renew with no break in cover.

Our Essential plan provides short term help with vet bills. You can claim for 12 months treatment up to £3,000 for each illness/injury. Once you reach either of these limits the condition will no longer be covered.

Read more about our Dog Insurance policies here.

Question 7

Can I still purchase pet insurance if my pet has previously been ill?

Accepted Answer

If your pet has previously been ill or injured you can still purchase pet insurance. Before you take out a pet insurance policy you must inform us of any conditions, injuries and prior illnesses they've had. We will then decide if we can cover these pre-existing conditions or not. We like to be as clear as possible with our customers, and any exclusions will be clearly stated on your Certificate of Insurance and will not affect the price of your policy.

Question 8

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 9

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 10

Why does my pet have to have an annual dental check?

Accepted Answer

Whether you have a cat, dog or rabbit insurance policy, you must take reasonable steps to maintain your pet's health throughout the policy year and to prevent injury and illness. Therefore you must arrange and pay for your pet to have an annual dental examination by a vet in order to prevent illness or injury and get any treatment they recommend to be carried out within 6 months. By continuing with these check-ups this shows us that you have played your part in caring for your dog, cat or rabbit, so we can play ours.