Question 1

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 2

Will my premium increase if I make a claim?

Accepted Answer

With Petplan, you'll never pay more for claiming. Your price will increase every year due to a number of factors, such as greater risk of illness as your pet gets older, as well as the cost of vet bills increasing over time. However, our Claims Pricing Guarantee means that we'll never charge you more for claiming.

Read more about our Claims Pricing Guarantee here.

You can make a claim online here.

Question 3

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 4

What does Covered For Life® mean?

Accepted Answer

Our Covered For Life ® policies are designed for pet owners concerned about their pet developing a long-term, chronic or recurring illness. We have cat insurance, dog insurance and rabbit insurance Covered For Life ® policies. These cover conditions such as arthritis or eczema which require treatment from a vet over a long period of time, often for life. As long as the Covered For Life ® policy is renewed each policy year without a break, we will continue to provide cover for new illnesses after the policy starts right into your dog, cat or rabbit's old age. Many other dog and cat insurance policies, including one of our own, Petplan Essential, will limit the amount and/or time you can claim for each illness of injury. It is definitely worth checking the small print before you buy so that you understand the terms, conditions and any excesses that apply.

Question 5

Why choose Petplan? / Why should I insure with Petplan?

Accepted Answer

Petplan have specialised in pet insurance for over 45 years and we’ve helped millions of pets through illness and injury. Today, we’re still the UK’s No.1 pet insurance provider insuring over 1.4 million pets – that’s more than any other provider. Our unrivalled experience in pet health allows us to design our policies to cover as many illnesses and injuries as possible which is why we are able to pay 97% of all claims we receive. It’s no surprise over 90% of our customers renew with us each year.

What’s more, our Claims Pricing Guarantee means that you’ll never pay more for claiming. You can read more about this here.

As pet owners ourselves we know becoming a new pet owner can be like becoming a parent. It’s a journey we call Pethood, and we’ll ensure we’re by your side every step of the way by offering you advice and information to help support you and your pet.

Don’t just take our word for it, read our customer reviews on both Feefo and Trustpilot.

Question 6

What happens if I forget to buy my full policy before my free cover expires?

Accepted Answer

You can still take out a full policy. Cover for injury will start immediately and cover for illness 14 days later. However, due to the break in cover, any illness or injury occurring before your policy started (including during your Free Cover) may not be covered. Find out more about our approach to pre-existing conditions here.

Question 7

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 8

What is your Claims Pricing Guarantee?

Accepted Answer

We guarantee that we’ll never charge you more for claiming.

Your price will increase every year as your pet gets older, but with Petplan you won’t pay more for claiming.

In fact, if your pet needs treatment we want you to claim to get the best care for your pet when they need it.

Our pricing approach is different to most other pet insurers and one of the reasons why over 90% of customers renew each year.

You can find out more about our Claims Pricing Guarantee here.

Question 9

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 10

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.