Question 1

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 2

What are the benefits of a Petplan Essential policy?

Accepted Answer

Covered For Life® products are not for everyone, which is why Petplan created the Petplan Essential policy so that pet owners requiring a less comprehensive policy could still benefit from having their cat, dog or rabbit insured with the UK's No. 1 pet insurance provider. It is important to remember that each illness and injury on a Petplan Essential policy is covered for a maximum of 12 months from when your pet starts treatment. After the 12 months have passed, should your dog or cat suffer from the same condition again you will not be able to claim for it. With Covered For Life ® you will continue to be covered so long as you renew your policy each year without a break in cover. It's always important to think carefully about what level of cover you would like before taking out a policy.

Question 3

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 4

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 5

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 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

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](https://my.petplan.co.uk/payments) in My Petplan and follow the link to update your Direct Debit details and pay the outstanding amount.

Question 8

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.

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 I insure a pet of any age?

Accepted Answer

Whether your pet is a cat, dog or rabbit you can start your pet's insurance from 6 weeks of age. Once your pet is insured with Petplan, as long as you renew your cover each year without a break, we will continue to pay claims for ongoing conditions. For our Covered For Life® cat insurance products you must start the insurance before your cats 10th birthday. On the Covered For Life® dog insurance products, cover must start from 6 weeks of age and before their 8th birthday and if your dog is a select breed the insurance must begin before their 5th birthday. For our rabbit insurance policy, which is also a Covered For Life® product, insurance must begin before their 5th birthday. If you haven't had pet insurance previously and your pet has passed the upper age limit you'll be glad to hear that there is no upper age limit on our Petplan Essential policy (N.B. This product is only available for cats and dogs).