Question 1

My pet's dental treatment is delayed because of COVID-19, will I still be covered for related treatments?

Accepted Answer

Dental treatment is now more available than it has been over the last few months so we hope this won't be an issue for you. All required dental checks must be carried out within 2 months of the date they were due. Any necessary treatment must then be carried out within 6 months of the examination taking place.

Question 2

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 3

How long can I claim for each condition for?

Accepted Answer

This depends on the policy you have selected for your pet. Our signature Covered For Life® policies refresh the veterinary fees benefit each year allowing you to claim for ongoing conditions for the life of your pet for as long as you renew your policy. Our Essential policy provides cover for each condition for 12 months from when your pet starts treatment. After the 12 months have passed, the condition will be excluded but you can still claim for new, unrelated conditions.

Question 4

Do you offer Third Party Liability cover?

Accepted Answer

Yes, our Covered for Life® and 12 month Petplan Essential dog policies automatically include Third Party Liability cover – in addition to cover for vet bills, complementary treatment, boarding fees and emergency repatriation. Our Third Party Liability insurance covers dog owners for compensation, legal bills and the associated costs related to defending claims brought against them. Please do note that Third Party Liability cover is not included in the 4 week cover. To find out more, visit our helpful [Third Party Liability Cover](https://www.petplan.co.uk/help/third-party/) page.

Question 5

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/).**

Question 6

Why is it taking longer to get through on your customer service phone line?

Accepted Answer

Due to the effects of COVID-19 we currently have less members of staff than usual. The Petplan Team are doing their very best to help as many customers as possible so please bear with us during these challenging times. Instead of waiting you can always submit your [claim online](https://claims.petplan.co.uk) or use our [self-service forms](https://www.petplan.co.uk/existing-customers/) to make changes yourself.

Question 7

Can I get a document which lists all my claims that you have processed?

Accepted Answer

Yes, submit a [request form](https://www.petplan.co.uk/existing-customers/claims-history/) to access your claim history.

Question 8

What dog insurance policies do you have?

Accepted Answer

There are three different levels of dog insurance on offer. For the maximum cover available from Petplan, choose one of our Covered For Life ® policies. These are designed for dog owners worried about their dog developing a long-term illness, like arthritis or eczema, needing extensive ongoing treatment from a vet. Petplan Essential is designed for dog owners who want cover to provide help with the initial high cost of veterinary treatment.

Question 9

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 10

How do I reset my password?

Accepted Answer

My Petplan is a new service and you will need to [register](https://auth.my.petplan.co.uk/register) before you can log in.

If you have already registered and want to change the password you use to log in to your My Petplan account you can [reset your password here](https://my.petplan.co.uk/forgot-password).

We'll then send you a password reset email, if you don't receive a reset password email from us you may not have a My Petplan account set up yet.