Question 1

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. Please click on Policy Documents to view and download your documents including your Insurance Policy Information Document (IPID).

Question 2

What is your Claims Pricing Guarantee?

Accepted Answer

We guarantee that we’ll never charge you more for claiming.

Your price will increase every year as your pet gets older, but with Petplan you won’t pay more for claiming.

In fact, if your pet needs treatment we want you to claim to get the best care for your pet when they need it.

Our pricing approach is different to most other pet insurers and one of the reasons why over 90% of customers renew each year.

You can find out more about our Claims Pricing Guarantee here.

Question 3

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 account to see when your next payment is due.

Question 4

What are Pet Care Offers and how can I access them?

Accepted Answer

Our Pet Care Offers area can help you save money caring for your pet. Simply login to your My Petplan account and go to the ‘MySupport’ area.

Question 5

Can I get a Petplan policy outside the UK?

Accepted Answer

Our Petplan policies are only available to residents of the UK, the Isle of Man and the Channel Islands. We can offer dog, cat and rabbit insurance to British Forces Posted Overseas, as long as they are serving in Europe and can provide a BFPO mailing address.

Question 6

I received an offer for 1 year’s free access to identialert. How do I claim this?

Accepted Answer

When you purchased your Petplan policy, you should have received a welcome email. If you’re eligible to receive the identialert offer, there will be a code in the email. Go online to your identibase account and enter the code at checkout to receive 1 year’s free access to identialert. If you didn’t receive a welcome email, please get in touch by completing the online form, or by calling us on 0345 071 8000. Ts&Cs apply.

Question 7

Do you offer Legal Liability cover?

Accepted Answer

Yes, our Covered For Life® and Essential dog policies automatically include Legal Liability cover – in addition to cover for Vet Bills, Pet Therapies, Emergency Boarding and Holiday Cancellation. Our Legal Liability insurance covers dog owners for compensation, legal bills and the associated costs related to defending claims brought against them. Please do note that Legal Liability cover is not included in the 4 week cover. To find out more, visit our helpful Legal Liability Cover page.

Question 8

What cat insurance policies do you offer?

Accepted Answer

Our two types of cat insurance offer either ongoing help with vet bills or short-term help with vet bills.

Our Covered For Life® plan provides ongoing help with vet bills. You can continue to claim year after year for the same condition up to your chosen yearly limit providing you renew with no break in cover.

Our Essential plan provides short term help with vet bills. You can claim for 12 months treatment up to £3,000 for each illness/injury. Once you reach either of these limits the condition will no longer be covered.

Question 9

When is my next payment due?

Accepted Answer

You can visit the ‘My Payments’ section of My Petplan to see your next payment date and your chosen method of payment. Your full Payment Schedule can be found in your Policy Documents within My Petplan [https://my.petplan.co.uk/documents].

Question 10

What type of pet insurance products does Petplan offer?

Accepted Answer

Petplan offers two types of pet insurance policies: Covered For Life®, designed for ongoing help with vet bills, and Essential, designed for short-term help with vet bills.

Our Covered For Life® plan provides ongoing help with vet bills. You can continue to claim year after year for the same condition up to your chosen yearly limit providing you renew with no break in cover.

Our Essential plan provides short term help with vet bills. You can claim for 12 months treatment up to £3,000 for each illness/injury. Once you reach either of these limits the condition will no longer be covered.

You might find our article on types of cover helpful to compare pet insurance policies and make a choice that's right for you.