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

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 3

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 4

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 5

When is my next payment due?

Accepted Answer

You can visit the ‘My Payments’ section of My Petplan to see your next payment date and your chosen method of payment. Your full Payment Schedule can be found in your Policy Documents within My Petplan [https://my.petplan.co.uk/documents].

Question 6

How do I reset my password?

Accepted Answer

My Petplan is a new service and you will need to register before you can log in.

If you have already registered and want to change the password you use to log in to your My Petplan account you can reset your password here.

We'll then send you a password reset email, if you don't receive a reset password email from us you may not have a My Petplan account set up yet.

Question 7

How can I make changes to my policy?

Accepted Answer

It's important you review your Policy Documents to make sure your details are up to date and the policy still meets your needs. Please tell us as soon as possible if any of the information shown is incorrect or has changed.

To make any changes to your policy or if you would like to discuss your options please call us on 0345 072 0023.

Question 8

How can I add someone to my policy?

Accepted Answer

If you would like to add someone who can also manage and and access your policy, please complete the Add a nominated person form. You will need to provide their full name, date of birth, and their relationship to you.

A nominated person can discuss, make changes, cancel, renew and make a payment on the specified policy.
A nominated person cannot reinstate a policy or transfer its ownership to another person, nor can they change the payee from the policy holder.