Question 1

Will you continue to renew my pet's insurance when he/she becomes old?

Accepted Answer

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). While the age of your pet does affect the premium you pay we will strive to ensure premiums for older pets are not unfair or unrealistic.

Question 2

What are you doing to help your existing customers?

Accepted Answer

We are working around the clock to support our customers in a number of ways during the COVID-19 pandemic . This includes making sure that we can continue to receive and pay claims to allow pets to get the treatment they need and we are prioritising our telephone service for existing customers.

Question 3

I'm a dog/cat breeder. How can I work with Petplan?

Accepted Answer

With a Petplan Instant Puppy Policy and Instant Kitten Policy you can make sure your puppies or kittens are covered by a period of free insurance from Petplan when you see them off to their new homes. Petplan Instant Puppy or Kitten Policies are free for you to issue and are free to the new owner. They are quick and simple to use and give you and the new owner maximum peace of mind by providing immediate cover for unexpected vet fees, death and loss by theft or straying. What's more, with each Instant Policy you activate you, will receive Breeder Bonus credits that can be exchanged for a range of high street vouchers. You can even use your credits to make donations to the animal charity of your choice. For further information please [visit Petplan Breeder](https://www.petplanbreeder.co.uk/).

Question 4

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 5

Why do I need pet insurance?

Accepted Answer

Having Petplan insurance allows you to budget monthly rather than having to cover the cost of unexpected veterinary bills. Did you know that more people claim against their pet insurance policy than on their household or car insurance? (Allianz Insurance plc) This just goes to show how important it is to ensure that your best friend has the best possible pet insurance on the market.

Question 6

My policy covers an illness/injury for 12 months but my pet's treatment is delayed because of COVID-19 and it now won’t happen in my 12 month cover limit, what can I do?

Accepted Answer

Veterinary 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. However, if due to COVID-19 you’re having trouble getting your pet treatment before the 12 month cover limit expires please [contact us](https://www.petplan.co.uk/help/#speak-to-us) and we'll be happy to look at your individual situation.

Question 7

I have had to move in with a vulnerable family member but can't take my pet with me, will you cover boarding costs?

Accepted Answer

If you are unable to take your pet with you please ring us on 0330 102 6735 so we can discuss the situation and the options available for you.

Question 8

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

Accepted Answer

No, our policies cover holiday cancellation as a result of your pet needing immediate veterinary treatment up to 7 days before you travel or if you have to cut your holiday short due to your pet needing immediate veterinary treatment. COVID-19 is not relevant to this cover.

Question 9

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.

Question 10

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.