Question 1

If my pet has been ill before, will this be covered by my insurance policy?

Accepted Answer

At Petplan, we don't believe in a "one-size-fits-all" approach to pre-existing conditions, and review every pet's needs individually. Before taking out your dog, cat or rabbit insurance you must tell us about your pet's conditions and any prior illnesses or injuries they've had. We will then decide whether we can provide cover for this condition or not. We like to be as clear as possible with our customers, therefore any exclusion from cover placed on your policy will be stated clearly on your Certificate of Insurance. Your pet's previous medical history will not affect your premium. When you take out a policy you should always check your terms and conditions in conjunction with your Certificate of Insurance to see what is and what is not covered.

Question 2

Can I claim for Pet Therapies?

Accepted Answer

Yes, our policies include up to £2,000 for cats and dogs (£750 for rabbits) per year for Pet Therapies as standard, as long as the treatment has been carried out by a vet or a member of a recognised association.

You can claim for hydrotherapy (up to £500 per illness/injury for cats and dogs), acupuncture, herbal medicine and homeopathy if they are recommended by your vet to support your pet's health. For rabbits, you can claim for all of the above listed treatments, as long as they are recommended by your vet. This includes hydrotherapy, up to the £750 limit with no additional limits.

Therapies such as physiotherapy, osteopathy, chiropractic manipulation and behavioural therapies are also covered within your Vet Bills benefit.

Log in to My Petplan to view your policy documents and see what your pet is covered for.

Make a claim here.

Question 3

How long does Petplan usually take to assess claims?

Accepted Answer

We aim to process claims within a week. You can monitor the progress of your claim with our online claims tracking service.

Question 4

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 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 account.

If you need to change anything else or want to discuss something with us you can send us a message and will make those updates for you.

Question 5

What is Pet Expert Chat and how can I use it?

Accepted Answer

Pet Expert Chat is a free video chat service that’s included as standard with all Petplan policies. Perhaps you have a question about your pet's health or need some advice on behaviour or nutrition. You can talk to a veterinary professional 24/7 or book an appointment at a time that suits you. Simply login to your My Petplan account and go to the ‘MySupport’ area.

Question 6

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 7

Will I get the same policy benefits on my full policy as I do on my free cover?

Accepted Answer

There are some additional benefits included on our Covered For Life® and Essential plans. We recommend you check the plans available to ensure you have the right cover in place for you and your pet.

Cat and dog policies

Our Covered For Life® plan has been designed to provide ongoing help with Vet Bills. You can continue to claim year after year for the same condition up to your chosen yearly limit, providing you renew each year with no break in cover, giving you peace of mind when you need it most. There are three different levels of cover to choose from; up to £4K, £7K or £12K in Vet Bills every year.

Our Essential Plan provides short term help with Vet Bills. You can claim for 12 months treatment up to £3,000 per illness/injury. Once you reach either of these limits, the condition will no longer be covered.

Rabbit policy

Our Covered For Life® plan for rabbits provides ongoing help with Vet Bills. You will receive £2,000 every year for Vet Bills and can continue to claim year after year for the same condition providing you renew each year with no break in cover.

Question 8

How are Petplan premiums calculated?

Accepted Answer

Petplan has been providing dog, cat and rabbit insurance for over 45 years, and we use this experience to help us price policies accurately for each individual pet. We design our policies to pay out, so we price policies to enable us to cover the cost of the veterinary care your pet may need. The size, breed, location and age of your pet are some of the factors we’ll take into consideration when calculating your premiums.

Petplan's pricing approach is different to most other pet insurance and one of the reasons why over 90% of customers renew each year. Our Claims Pricing Guarantee means that you will never pay more for claiming. Your price will increase every year as your pet gets older and the cost of treating pets increases, but with Petplan you won’t pay more for claiming. In fact if your pet needs treatment we want you to claim.

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

Question 9

What rabbit insurance policies do you offer?

Accepted Answer

Our Covered For Life® plan for rabbits provides ongoing help with Vet Bills. You will receive £2,000 every year for Vet Bills and can continue to claim year after year for the same condition providing you renew each year with no break in cover. Find out more about our Rabbit policy here.

Question 10

What dog insurance policies do you offer?

Accepted Answer

Our two types of dog insurance offer either ongoing help with vet bills or short-term help with vet bills.

Our Covered For Life® plan provides ongoing help with vet bills. You can continue to claim year after year for the same condition up to your chosen yearly limit providing you renew with no break in cover.

Our Essential plan provides short term help with vet bills. You can claim for 12 months treatment up to £3,000 for each illness/injury. Once you reach either of these limits the condition will no longer be covered.

Read more about our Dog Insurance policies here.