Question 1

How can I make changes to my policy?

Accepted Answer

It's important you review your [Policy Documents](https://my.petplan.co.uk/documents) to make sure your details are up to date and the policy still meets your needs. Please tell us as soon as possible if any of the information shown is incorrect or has changed.

To make any changes to your policy or if you would like to discuss your options please call us on 0345 072 0023.

Question 2

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 3

How do I buy multi-pet insurance online?

Accepted Answer

If you are a new customer click [Get a quote](https://quote.petplan.co.uk), enter details for the first pet and click the ‘Add another pet’ button on the form. You will be asked to select a plan for the initial pet, followed by any additional pets. 
If you are an existing customer and would like to add a new pet, simply take out a policy online and email our team at info@petplan.co.uk with both policy numbers, your surname, date of birth, first line of address and postcode and we will update your policies to make sure they both receive the discount!

Question 4

Does Brexit affect my Petplan insurance cover?

Accepted Answer

The simple answer is no. Petplan has not changed our Terms and Conditions regarding pet travel after leaving the EU.
* We aren’t changing our policies or the way we consider claims
* We will continue to consider claims if your pet becomes ill or injured before or during a trip to the EU
* We will continue to consider claims related to the loss of pet travel documents while on a trip to an EU country
* It’s important that you check the UK government website [www.gov.uk](https://www.gov.uk/) or contact your vet at least four months before travelling to get the latest advice.

Do check your policy documents and Terms and Conditions for complete details on what is and isn’t covered and always remember that cover varies between providers.

Question 5

What is complementary treatment?

Accepted Answer

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.

Question 6

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

Accepted Answer

Whether you have a cat insurance, dog insurance or rabbit insurance policy, you must take reasonable steps to maintain your pet's health throughout the policy year and to prevent injury, illness and loss. 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. 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 7

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 8

Can I claim for complementary treatments?

Accepted Answer

Yes, if your policy includes cover for Complementary Treatment. In this instance treatments such as hydrotherapy recommend by your vet would be covered by your policy. Petplan’s covered for life and covered for 12 months essential policies provide a comprehensive level of cover which includes the cost of treatments such as hydrotherapy, acupuncture and homeopathic medicine. These will first have to be recommended by your vet, and we’ll pay up to the maximum amount detailed in your certificate of insurance.

Question 9

If my pet's routine preventative treatment is delayed because of COVID-19 will this affect any claims I make?

Accepted Answer

Routine preventative treatments are now more available than they have been over the last few months, so we hope this won't be an issue for you. However, if due to COVID-19 you’re not able to book your pet in for these treatments please [contact us](https://www.petplan.co.uk/help/#speak-to-us) and we'll be happy to look at your individual situation.

Question 10

Can you provide a payment holiday?

Accepted Answer

If you are concerned about covering the cost of your pets insurance as a result of COVID-19 please visit our [Payment Delay page](https://www.petplan.co.uk/coronavirus/payment-delay) to get more information about what a payment delay is and request a payment delay of 1,2 or 3 months, if you decide this is what you need. This is available for Petplan and Petplan Equine customers.