Question 1

When can I call Petplan?

Accepted Answer

**Customer Service:** If you have a query regarding an existing dog, cat or rabbit policy, please call our customer service centre on 0345 071 8000.

Monday - Friday:	8am - 6pm  
Saturday:	9am - 2pm
Sunday: Closed

**Sales Team:** You can contact our sales team on 0345 077 1934 if you have a question about purchasing a policy for your pet. However, you can 
purchase pet insurance online, find out more about our types of [pet insurance](https://www.petplan.co.uk/pet-insurance) or just [get a quote](https://quote.petplan.co.uk) quickly and easily.

Monday - Friday:	8am - 6pm  
Saturday:	9am - 6pm
Sunday: Closed

Question 2

Why does my pet have to have an annual dental check?

Accepted Answer

Whether you have a cat, dog or rabbit insurance policy, you must take reasonable steps to maintain your pet's health throughout the policy year and to prevent injury and illness. Therefore you must arrange and pay for your pet to have an annual dental examination by a vet in order to prevent illness or injury and get any treatment they recommend to be carried out within 6 months. By continuing with these check-ups this shows us that you have played your part in caring for your dog, cat or rabbit, so we can play ours.

Question 3

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.

You can also manage your policy through your My Petplan account. Login or create an online account [here](https://login.my.petplan.co.uk/).

Question 4

How do I make a claim?

Accepted Answer

To make a claim you’ll need to complete the relevant claim form for the treatment or incident in question. Head to our [Claims page](https://www.petplan.co.uk/existing-customers/make-a-claim/) 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](https://help.petplan.co.uk/faqs/can-petplan-pay-my-vet-directly).

Question 5

I have more than one pet to insure, can I get a discount?

Accepted Answer

Yes, if you have two or more pets regardless of species (i.e. dog, cat and rabbits) then you are entitled to a Multi-Pet discount. For each animal you are given £1 per pet per month discount off your premium. For example, if you have 1 dog insurance policy, 1 cat insurance policy and 1 rabbit insurance policy you will get a £36 discount in your policy year.

Question 6

What is the maximum time limit for me to submit a claim?

Accepted Answer

You have 12 months from the point of the illness or injury taking place in which to submit a claim, this will be based on the start date of the treatment. Make a claim [here](https://www.petplan.co.uk/existing-customers/make-a-claim/).

Question 7

If I am hospitalised with COVID-19 will my pet's boarding fees be covered?

Accepted Answer

Yes, we will pay for the cost of boarding your pet at a licensed boarding establishment or pay £30 a day towards the cost of someone looking after your pet if you are hospitalised for 2 or more consecutive days. This is up to your policy limit which varies depending on the type of policy you chose.

[Log in to My Petplan](https://login.my.petplan.co.uk/) to view your policy documents and see what your pet is covered for.

Make a claim [here](https://https://www.petplan.co.uk/existing-customers/make-a-claim/).

Question 8

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 9

How will changing my address affect the price of my policy?

Accepted Answer

Since vet fees vary from region to region, updating your address may affect the price of your policy. Unfortunately we can’t say at this stage what the impact of your change of address will be as we regularly update our pricing to take in to consideration new trends and data. Your change of address will be reflected in the price of your policy at your next renewal. Your renewal premium will also be impacted by the age of your pet and vet fee inflation.

It’s important you keep information relating to your policy up to date. Your pet must live at the address shown on your Certificate of Insurance, which is a condition of your cover. Please [log in to My Petplan](https://https://login.my.petplan.co.uk/login) to let us know of a change of address.

Question 10

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.