Question 1

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 2

Do you cover holiday cancellation claims because of COVID-19?

Accepted Answer

No, our policies cover holiday cancellation or as a result of a sudden deterioration in your pet’s health, where they need urgent veterinary treatment up to 14 days before you travel. Or if you have to cut your holiday short due a sudden deterioration in your pet’s health, where they need urgent veterinary treatment. COVID-19 is not relevant to this cover.

Question 3

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](https://www.petplan.co.uk/existing-customers/add-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.

Question 4

Where can I find my Insurance Policy Information Document (IPID)?

Accepted Answer

Your Insurance Product Information Document (IPID) is a summary of your cover and can be found within your [Policy Documents](https://my.petplan.co.uk/documents). Please click on Policy Documents to view and download your documents including your Insurance Policy Information Document (IPID).

Question 5

If my pet has been ill before, will this be covered by my insurance policy?

Accepted Answer

At Petplan we like to be as clear as possible to our customers, therefore any exclusion from cover placed on your policy will be stated clearly on your Certificate of Insurance. Before taking out your dog, cat or rabbit insurance you must tell us about your pet's conditions and any prior illnesses or injuries they've had. Like most other pet insurance companies, illnesses and injuries experienced before you start your pet's insurance will unfortunately not be covered. Your pet's previous medical history will not affect your premium. When you take out a policy you should always check your terms and conditions in conjunction with your Certificate of Insurance to see what is and what is not covered.

Question 6

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 7

How does your refer a friend offer work?

Accepted Answer

Recommend a friend to Petplan and you'll receive £20 worth of M&S vouchers for yourself and 2 months free pet insurance for your friend, when they take out a full year policy.

For more information on how to qualify for the offer, please visit the [Recommend a friend offer page](https://www.petplan.co.uk/existing-customers/recommend-a-friend/).

Question 8

Does Petplan offer travel insurance for pets?

Accepted Answer

Yes we do, this benefit is available as standard on all of our Covered For Life ® polices, however this does not include third party liability cover abroad. For further information please refer to your Terms and Conditions or alternatively you can call our customer service centre on 0345 071 8000.

Question 9

Can I still submit my claim?

Accepted Answer

Yes,  despite changes because of COVID-19 we are working hard to continue to receive and pay claims. To allow us to provide the best possible service for you during these challenging times, ask your vet to submit an eClaim to us or alternatively you can [submit a claim directly](https://www.petplan.co.uk/existing-customers/make-a-claim).

Question 10

If I am hospitalised with COVID-19 and have to isolate when I return home will you cover the cost of the boarding establishment for my pet until I can collect them?

Accepted Answer

Yes, where you are instructed to isolate and go straight home we will continue to cover the cost of the boarding fees for your pet until you are able to get them home (or until the max benefit has been reached).

**Make a claim [here](https://www.petplan.co.uk/existing-customers/make-a-claim/).**