Question 1

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](https://my.petplan.co.uk/) 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](https://my.petplan.co.uk/) account.

If you need to change anything else or want to discuss something with us you can [send us a message](https://www.petplan.co.uk/help/#petAdvice) and will make those updates for you.

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](https://my.petplan.co.uk/) 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](https://www.petplan.co.uk/help/#contact) or call us on 0330 102 6735.

Question 3

How do I buy multi-pet insurance online?

Accepted Answer

If you are a new customer click [Get a quote](https://quote.petplan.co.uk), enter details for the first pet and click the ‘Add another pet’ button on the form. You will be asked to select a plan for the initial pet, followed by any additional pets. 
If you are an existing customer and would like to add a new pet, simply take out a policy online and email our team at info@petplan.co.uk with both policy numbers, your surname, date of birth, first line of address and postcode and we will update your policies to make sure they both receive the discount!

Question 4

My pet's dental treatment is delayed because of COVID-19, will I still be covered for related treatments?

Accepted Answer

Dental treatment is now more available than it has been over the last few months so we hope this won't be an issue for you. All required dental checks must be carried out within 2 months of the date they were due. Any necessary treatment must then be carried out within 6 months of the examination taking place.

Question 5

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](https://www.petplan.co.uk/existing-customers/make-a-claim/) 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](https://www.petplan.co.uk/existing-customers/track-your-claim/).

Question 6

Do you cover holiday cancellation claims because of COVID-19?

Accepted Answer

No, our policies cover holiday cancellation or as a result of a sudden deterioration in your pet’s health, where they need urgent veterinary treatment up to 14 days before you travel. Or if you have to cut your holiday short due a sudden deterioration in your pet’s health, where they need urgent veterinary treatment. COVID-19 is not relevant to this cover.

Question 7

How can I make changes to my policy?

Accepted Answer

It's important you review your [Policy Documents](https://my.petplan.co.uk/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

What are the benefits of a Petplan Essential policy?

Accepted Answer

Covered For Life® products are not for everyone, which is why Petplan created the Petplan Essential policy so that pet owners requiring a less comprehensive policy could still benefit from having their cat, dog or rabbit insured with the UK's No. 1 pet insurance provider. It is important to remember that each illness and injury on a Petplan Essential policy is covered for a maximum of 12 months from when your pet starts treatment. After the 12 months have passed, should your dog or cat suffer from the same condition again you will not be able to claim for it. With Covered For Life ® you will continue to be covered so long as you renew your policy each year without a break in cover. It's always important to think carefully about what level of cover you would like before taking out a policy.

Question 9

Will my premium increase if I make a claim?

Accepted Answer

No, at Petplan there is no penalty for making a claim. You can make a claim online [here](https://www.petplan.co.uk/existing-customers/make-a-claim/).

Question 10

Can you provide a payment holiday?

Accepted Answer

If you are concerned about covering the cost of your pets insurance as a result of COVID-19 please speak to us on 0330 102 6735