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 - 8pm  
Saturday	9am - 5pm

**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 - 8pm  
Saturday:	9am - 6pm

**Christmas opening times**  
24th December:	8am - 1pm  
25th - 27th December:	Closed  
28th December	Sales: 9am - 6pm; Service: 9am - 5pm  
29th - 30th December:	8am - 8pm  
31st December:	8am - 6pm  
1st January:	Closed  
2nd January	Sales: 9am - 6pm; Service: 9am - 5pm  
3rd January:	Closed

Question 2

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.

Question 3

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.

Question 4

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 5

What does a veterinary fees claim excess mean?

Accepted Answer

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.

Question 6

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 7

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

Accepted Answer

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.

Question 8

Can I increase my level of cover? (Covered For Life® policyholders)

Accepted Answer

For dogs and cats we have multiple Covered For Life® plans available which will increase your cover.

You can apply for an upgrade at your next renewal by calling us on 0330 102 1540. We’ll then let you know if we can offer a higher level of cover once we’ve reviewed your pet’s history.

If your pet is insured on our Covered For Life® Ultimate plan, this is our highest level of cover and therefore there is no option to increase your cover.

We only have one plan available for rabbits so there are no upgrade options available.

Question 9

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 £15 a day towards the cost of someone looking after your pet if you are hospitalised  for 4 or more consecutive days. This is up to your policy limit which varies depending on the type of policy you chose.

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.