Question 1

How can I update my contact details?

Accepted Answer

It's important we have your up to date contact details in case we need to get in touch.

If you have moved house, changed your email address or want to change your contact number please fill in the [Update your details form](https://www.petplan.co.uk/existing-customers/update-your-details/). Please note it will take a few days to process the update before the information is reflected in your [My Petplan](https://my.petplan.co.uk/) account.

If you need to change anything else or want to discuss something with us you can [send us a message](https://www.petplan.co.uk/help/#petAdvice) or call us on 0330 102 6735.

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

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 4

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 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 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 7

Will Petplan still cover my pet for travel to the EU?

Accepted Answer

Yes, Petplan will still provide the same cover for trips to the EU with your pet. Any travel will need to be in line with the requirements of the UK government and the EU Pet Travel Scheme (PETS). It’s important that you check the UK government website www.gov.uk or contact your vet at least four months before travelling to get the latest advice. For full details of your pet’s cover, please check your Terms and Conditions.

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

How are Petplan premiums calculated?

Accepted Answer

Petplan has been providing dog, cat and rabbit insurance for over 40 years, and we use this experience to help us price policies. They are carefully calculated sowhat you pay is fair and accurately reflects the likelihood of claiming. The size, breed, location and age of your pet are also some of the factors we’ll take into consideration when calculating your premiums. Petplan does not penalise customers for claiming so premiums are not affected by whether you have claimed or not.

Question 10

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.