Question 1

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](https://www.petplan.co.uk/pdf/CFDeath.pdf), 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](https://www.bluecross.org.uk) run a pet bereavement helpline on 0800 138 6515.

Question 2

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](https://www.petplan.co.uk/existing-customers/paying-by-direct-debit/). 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.

Question 3

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 fill in the [Update your details form](https://www.petplan.co.uk/existing-customers/update-your-details/). 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/#contact) or call us on 0330 102 6735.

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 you first notice the condition*.

For example, if you took out 12 month cover for your dog starting in August, and he/ she showed signs of diabetes in November, you can claim for treatment for this condition until November of the following year (12 months) providing you renew your policy and continue paying your premiums.

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.

Question 6

Does Petplan have a no claims discount?

Accepted Answer

As a responsible pet insurer we wouldn't do anything to discourage our customers from getting their dog, cat or rabbit treated when they are unwell or injured. This is why when you make a claim we will not increase your premiums as a result. It is for this reason that we do not have a 'no claims discount.'

Question 7

Will my premium increase if I make a claim?

Accepted Answer

No, at Petplan there is no penalty for making a claim.

Question 8

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 please fill in the [Update your details form](https://www.petplan.co.uk/existing-customers/update-your-details/). 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) or call us on 0330 102 6735.

Question 9

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.

Question 10

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.