Question 1

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 2

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 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

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 5

If I am hospitalised with COVID-19 and have to isolate when I return home will you cover the cost of the boarding establishment for my pet until I can collect them?

Accepted Answer

Yes, where you are instructed to isolate and go straight home we will continue to cover the cost of the boarding fees for your pet until you are able to get them home (or until the max benefit has been reached).

Make a claim here.

Question 6

Can Petplan pay my vet directly? How does this work?

Accepted Answer

Yes we can pay your vet directly if they are happy to receive payment in this way. In most cases, your vet can submit an eclaim which is the fastest way to get the information to us. This means you won't be out of pocket and they'll even submit the claim on your behalf.

If you check with your vet and they can’t submit an eclaim, please use our online form to submit your claim. You can still select whether we should pay your vet or reimburse the policyholder if you have already made payment.

Once you've made your claim you can track its progress here.

Question 7

How long does Petplan usually take to assess claims?

Accepted Answer

We aim to process claims within a week. You can monitor the progress of your claim with our online claims tracking service.

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, 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 run a pet bereavement helpline on 0800 138 6515.