**Customer Service:** If you have a query regarding an existing dog, cat or rabbit policy, call our customer service centre on 0345 071 8000. Please be aware though due to the effects of COVID-19 we have less members of staff than usual so may take longer to answer your call. We're open **9am-5pm** Monday to Friday. **Sales Team:** Unfortunately due to the effects COVID-19 the Petplan Sales team is currently not able to make sales via phone as we currently have less members of staff than usual. As a result we are prioritising our telephone servies for our existing customers to ensure we can continue to look after our customers and their pets in the best way possible. You can however still purchase online either find out more about our types of [pet insurance](https://www.petplan.co.uk/pet-insurance) or [get a quote](https://quote.petplan.co.uk) quickly and easily.

**Customer Service:** If you have a query regarding an existing dog, cat or rabbit policy, call our customer service centre on 0345 071 8000. Please be aware though due to the effects of COVID-19 we have less members of staff than usual so may take longer to answer your call. We're open **9am-5pm** Monday to Friday. **Sales Team:** Unfortunately due to the effects COVID-19 the Petplan Sales team is currently not able to make sales via phone as we currently have less members of staff than usual. As a result we are prioritising our telephone servies for our existing customers to ensure we can continue to look after our customers and their pets in the best way possible. You can however still purchase online either find out more about our types of [pet insurance](https://www.petplan.co.uk/pet-insurance) or [get a quote](https://quote.petplan.co.uk) quickly and easily.

The excess is the amount you pay towards the cost of treating each illness or injury during the period of cover (i.e. the policy year or up to the maximum benefit), which is not related to any other illness or injury treated during the same period of cover. If your policy covers illness/injury for 12-months you will pay an excess per condition for the 12 month/maximum benefit period in which you are entitled to claim. If you have a Covered For Life® policy, as your monetary limit is refreshed each year you will pay an excess per condition per policy year. Some policies may also include a percentage excess, if this is the case this means you will pay an excess on each claim you make. The exact percentage that will be deducted from your claim will be shown on your Certificate of insurance. We will automatically deduct the excess amount whilst we are assessing your claim - so whoever is the payee on the claim will receive the claim settlement amount less the excess. Please make sure you check your excess on your policy documents carefully as your cover can change at renewal. If you need help completing your claim form or have any questions about how your excess will be applied you can call our customer service team on 0345 071 8000.

The excess is the amount you pay towards the cost of treating each illness or injury during the period of cover (i.e. the policy year or up to the maximum benefit), which is not related to any other illness or injury treated during the same period of cover. If your policy covers illness/injury for 12-months you will pay an excess per condition for the 12 month/maximum benefit period in which you are entitled to claim. If you have a Covered For Life® policy, as your monetary limit is refreshed each year you will pay an excess per condition per policy year. Some policies may also include a percentage excess, if this is the case this means you will pay an excess on each claim you make. The exact percentage that will be deducted from your claim will be shown on your Certificate of insurance. We will automatically deduct the excess amount whilst we are assessing your claim - so whoever is the payee on the claim will receive the claim settlement amount less the excess. Please make sure you check your excess on your policy documents carefully as your cover can change at renewal. If you need help completing your claim form or have any questions about how your excess will be applied you can call our customer service team on 0345 071 8000.

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.

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.

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.

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.

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.

Yes, we will cover these costs in the same way as we would cover a face to face vet consultation. This applies whether or not you are in self-isolation. We will also cover the cost of physiotherapy consultations carried out in this way, providing our usual requirements on who can carry out physiotherapy are met. We want to be able to support you and your pet in these difficult times and hope this reassures you that you can continue to get the advice you need from your vet.

Yes, we will cover these costs in the same way as we would cover a face to face vet consultation. This applies whether or not you are in self-isolation. We will also cover the cost of physiotherapy consultations carried out in this way, providing our usual requirements on who can carry out physiotherapy are met. We want to be able to support you and your pet in these difficult times and hope this reassures you that you can continue to get the advice you need from your vet.

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

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.

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.

If prescribed or carried out by a vet, we will pay for the cost of complementary treatment your pet has received during the policy year for an illness or injury. By complementary treatment we mean: Acupuncture, chiropractic manipulation, herbal medicine, homeopathy, hydrotherapy and osteopathy. All treatments must be carried out by a vet practice or a member of our recognised associations.

If prescribed or carried out by a vet, we will pay for the cost of complementary treatment your pet has received during the policy year for an illness or injury. By complementary treatment we mean: Acupuncture, chiropractic manipulation, herbal medicine, homeopathy, hydrotherapy and osteopathy. All treatments must be carried out by a vet practice or a member of our recognised associations.

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

Help & support

When can I call Petplan?

What does a veterinary fees claim excess mean?

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

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

What does Covered For Life® mean?

Am I covered for the cost of telephone/video vet consulations?

Will my premium increase if I make a claim?

How do I make a claim?

What is complementary treatment?

How long does Petplan usually take to assess claims?