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

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 3

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 4

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.

Question 5

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 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 account.

If you need to change anything else or want to discuss something with us you can send us a message and will make those updates for you.

Question 6

What should I do if my details are incorrect on my policy?

Accepted Answer

If any of the information shown in your documents or in your My Petplan account are incorrect or your circumstances have changed, please let us know as soon as possible.

If you have moved house, changed your email address or want to change your contact number please log in to your My Petplan account to update your details.

If you need to change anything else or want to discuss something with us you can send us a message or call us on 0330 102 6735.

Question 7

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. 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.

Question 8

When will my first Direct Debit payment be due?

Accepted Answer

Your first payment will be taken 7 - 10 days after you have taken out your policy with us. This payment time will apply whether you have taken out a full policy with no discount in place or if you took your policy out online. If you have any questions regarding your payment details or you wish to change the date your payments are made on each month please contact our customer service team on 0345 071 8000.

Log in to your My Petplan account to see when your next payment is due.

Question 9

How do I make an overdue payment?

Accepted Answer

If we were unable to take your Direct Debit payment you will need to make payment immediately in order to continue your cover. Please visit the My payments page in My Petplan and follow the link to update your Direct Debit details and pay the outstanding amount.

Question 10

How can I renew my policy?

Accepted Answer

If you pay your premium by Direct Debit your policy will renew automatically and we will notify you of your renewal premium each year before your renewal date. If you pay your premium by Direct Debit your policy will renew automatically and we will notify you of your renewal premium each year before your renewal date. If you would like to setup a new Direct Debit please complete the Paying by Direct Debit form.

If you do not pay by Direct Debit you will need to pay for your policy each policy year in order to renew your policy. We will notify you when you're nearing your renewal date and you can login to My Petplan to pay for your renewal online.