Question 1

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 2

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 3

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](https://www.petplan.co.uk/existing-customers/track-your-claim/).

Question 4

When will my first Direct Debit payment be due?

Accepted Answer

Your first payment will be taken 7 - 10 days after you have taken out your policy with us. This payment time will apply whether you have taken out a full policy with no discount in place or if you took your policy out online. If you have any questions regarding your payment details or you wish to change the date your payments are made on each month please contact our customer service team on 0345 071 8000.

**[Log in to your My Petplan](https://login.my.petplan.co.uk/) account to see when your next payment is due.**

Question 5

Does Petplan have a no claims discount?

Accepted Answer

As a responsible pet insurer we wouldn't do anything to discourage our customers from getting their dog, cat or rabbit treated when they are unwell or injured. This is why when you make a claim we will not increase your premiums as a result. It is for this reason that we do not have a 'no claims discount.'

Question 6

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.

**[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://www.petplan.co.uk/existing-customers/make-a-claim/).**

Question 7

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 8

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 9

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 speak to us on 0330 102 6735

Question 10

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.