Question 1

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 2

Do your policies cover cremation?

Accepted Answer

If your pet has to be put to sleep because of an illness or injury, our policies cover this cost. We will not cover the cost of having your pet cremated or buried.

Question 3

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.

Question 4

On your Essential cover, when does the 12 month claiming period start?

Accepted Answer

Our Essential policy covers each illness or injury for up to 12 months from when your pet starts treatment.

For example, if you had 12 month cover for your pet starting in August, and he/ she then developed diabetes, starting treatment in February, you can claim for their treatment for this condition until February of the following year (12 months) providing you renew your policy and continue paying your premiums. After this time, all cover for diabetes will stop and this condition will be excluded from your policy.

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

Will Petplan still cover my pet for travel to the EU?

Accepted Answer

Yes, Petplan will still provide the same cover for trips to the EU with your pet. Any travel will need to be in line with the requirements of the UK government and the EU Pet Travel Scheme (PETS). It’s important that you check the UK government website www.gov.uk or contact your vet at least four months before travelling to get the latest advice. For full details of your pet’s cover, please check your Terms and Conditions.

Question 7

Does Brexit affect my Petplan insurance cover?

Accepted Answer

The simple answer is no. Petplan has not changed our Terms and Conditions regarding pet travel after leaving the EU.

We aren’t changing our policies or the way we consider claims
We will continue to consider claims if your pet becomes ill or injured before or during a trip to the EU
We will continue to consider claims related to the loss of pet travel documents while on a trip to an EU country
It’s important that you check the UK government website www.gov.uk or contact your vet at least four months before travelling to get the latest advice.

Do check your policy documents and Terms and Conditions for complete details on what is and isn’t covered and always remember that cover varies between providers.

Question 8

Where can I find my Insurance Policy Information Document (IPID)?

Accepted Answer

Your Insurance Product Information Document (IPID) is a summary of your cover and can be found within your Policy Documents. Please click on Policy Documents to view and download your documents including your Insurance Policy Information Document (IPID).

Question 9

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 10

Can I decrease my level of cover?

Accepted Answer

For dogs and cats we have multiple plans available which will reduce your cover and you can call us to discuss your options on 0330 102 1540.

If your pet is covered on our 12 month Essential plan the only way you can reduce cover is by removing the optional Death from Illness or Injury section (if included).

Unfortunately, cover for rabbits can’t be changed as we have no alternative plans available.