Question 1

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 2

Can I decrease my level of cover?

Accepted Answer

For dogs and cats we have multiple plans available which will reduce your cover and you can call us to discuss your options on 0330 102 1540.

If your pet is covered on our 12 month Essential plan the only way you can reduce cover is by removing the optional Death from Illness or Injury section (if included).

Unfortunately, cover for rabbits can’t be changed as we have no alternative plans available.

Question 3

How do I make an overdue payment?

Accepted Answer

If we were unable to take your Direct Debit payment you will need to make payment immediately in order to continue your cover. Please visit the My payments page in My Petplan and follow the link to update your Direct Debit details and pay the outstanding amount.

Question 4

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 5

How can I renew my policy?

Accepted Answer

If you pay your premium by Direct Debit your policy will renew automatically and we will notify you of your renewal premium each year before your renewal date. If you pay your premium by Direct Debit your policy will renew automatically and we will notify you of your renewal premium each year before your renewal date. If you would like to setup a new Direct Debit please complete the Paying by Direct Debit form.

If you do not pay by Direct Debit you will need to pay for your policy each policy year in order to renew your policy. We will notify you when you're nearing your renewal date and you can login to My Petplan to pay for your renewal online.

Question 6

Does Petplan have a no claims discount?

Accepted Answer

As a responsible pet insurer we want to make sure you can always access the best care for your dog, cat or rabbit when they’re unwell or injured. That’s why we'll never change you more for claiming, and why we do not offer a no claims discount. You can read more about our Claims Pricing Guarantee here.

Question 7

If I buy a Petplan policy, when does my cover begin?

Accepted Answer

Cover for injury will start as soon as you take out a policy online or over the telephone. Cover for illness starts 14 days afterwards.

Question 8

How long can I claim for each condition for?

Accepted Answer

This depends on the policy you have selected for your pet. Our signature Covered For Life® policies refresh the veterinary fees benefit each year allowing you to claim for ongoing conditions for the life of your pet for as long as you renew your policy. Our Essential policy provides cover for each condition for 12 months from when your pet starts treatment. After the 12 months have passed, the condition will be excluded but you can still claim for new, unrelated conditions.

Question 9

What should I do if my details are incorrect on my policy?

Accepted Answer

If any of the information shown in your documents or in your My Petplan account are incorrect or your circumstances have changed, please let us know as soon as possible.

If you have moved house, changed your email address or want to change your contact number please log in to your My Petplan account to update your details.

If you need to change anything else or want to discuss something with us you can send us a message or call us on 0330 102 6735.

Question 10

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.