Question 1

Will you cover an illness or injury that my pet has suffered from previously?

Accepted Answer

We cannot provide cover for conditions showing clinical signs before your free cover starts. If you make a valid claim during the free cover, we will still cover the cost of treating the illness or injury on your full policy as long as you take this out before your free cover ends.

Question 2

What does a Vet Bills claim excess mean?

Accepted Answer

The excess is the amount you need to contribute to the cost of a claim.

If you have our Essential plan your policy covers treatment costs for 12 months up to £3,000 per illness or injury. You would need to pay an excess for each illness/injury.

If you have a Covered For Life® plan you can claim up to the Vet Bills amount you chose - £4,000, £7,000 or £12,000 per year. You would need to pay an excess for each condition each policy year.

To help keep premiums affordable, as your pet gets older you will need to contribute more towards the cost of your claim. You'll pay 20% of all pet treatments on top of your fixed excess. We’ll remind you of this a year before it happens.

You can check your Vet Bills excess at any time on your Certificate of Insurance.

**You can make a claim online here. **

Question 3

How do I make a claim?

Accepted Answer

To make a claim simply complete the relevant claim form for the treatment or incident in question. Head to our Claims page for more information on how to submit your claim. Your vet may also be able to submit a claim on your behalf. Find out how this works here.

Question 4

How do I access my electronic documents?

Accepted Answer

Please log in to or register for My Petplan to view and download your documents online. Once you're logged in you can find your documents here. If you opted in when you purchased your policy, you will also be sent your policy documents via email. If you would like to receive your documents via email, please call 0330 102 6735.

Question 5

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 6

Do I need to give you any notice to cancel my policy?

Accepted Answer

You can cancel your policy at any time and you don’t need to give us any notice. However, you cannot ask for your policy to be cancelled on a past date. To cancel your policy, simply head to our online cancellation form and fill in your details. You can also call the Petplan Customer Service Centre on 0345 071 8000 or send a written confirmation to: PO Box 223, Huddersfield, HD8 1FR

If you cancel your policy within the first 14 days of your first policy year, we will refund all of the premium you’ve paid. If you cancel in the first 14 days after your renewal date, we will refund any premium paid for cover after the renewal date. If you cancel at any other time, we will refund any amount you have paid for cover after the cancellation date.

Question 7

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.

Question 8

What are Pet Care Offers and how can I access them?

Accepted Answer

Our Pet Care Offers area can help you save money caring for your pet. Simply login to your My Petplan account and go to the ‘MySupport’ area.

Question 9

How can I obtain a claim form?

Accepted Answer

Visit our dedicated claims area on the website to find out more about how to claim.

Question 10

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.