Question 1

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 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

What is Pet Expert Chat and how can I use it?

Accepted Answer

Pet Expert Chat is a free video chat service that’s included as standard with all Petplan policies. Perhaps you have a question about your pet's health or need some advice on behaviour or nutrition. You can talk to a veterinary professional 24/7 or book an appointment at a time that suits you. Simply login to your My Petplan account and go to the ‘MySupport’ area.

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

What should I do if my pet passes away?

Accepted Answer

It’s never easy to say goodbye to your pet, but if the worst should happen, Petplan will be here to support you. Whilst insurance may be the last thing on your mind when your pet dies, there are a few things you need to think about.

Cancelling your policy:

Make sure you notify us of your pet’s death by filling in our online cancellation form.

We will then cancel your policy from the day after your pet’s passing.

Depending on your current payment date, once you cancel you may be due a refund. Alternatively, you may be charged for any additional days’ cover since your last payment date. If you owe any outstanding premium, we will request this from your bank on the next working day. Refunds will be paid back onto your usual payment card.

If you pay by Direct Debit and have less than 5 working days left before your next payment is due to be collected we will be unable to stop this collection. We will take this payment as normal and then refund this directly to the bank account for which we hold details.

Claims:

The team will be able to help you complete any open claims or submit claims for any treatment your pet was undergoing.

You may also be eligible to receive a death benefit within your policy. If this is the case, we will transfer the benefit to you, once you have notified us of your pet’s passing.

Support:

Losing a pet can be a painful and traumatic time. If you need any extra support, our partners at Blue Cross run a pet bereavement helpline on 0800 138 6515.

Question 6

How do I make an overdue payment?

Accepted Answer

If we were unable to take your Direct Debit payment you will need to make payment immediately in order to continue your cover. Please visit the My payments page in My Petplan and follow the link to update your Direct Debit details and pay the outstanding amount.

Question 7

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 8

How can I renew my policy?

Accepted Answer

If you pay your premium by Direct Debit your policy will renew automatically and we will notify you of your renewal premium each year before your renewal date. If you pay your premium by Direct Debit your policy will renew automatically and we will notify you of your renewal premium each year before your renewal date. If you would like to setup a new Direct Debit please complete the Paying by Direct Debit form.

If you do not pay by Direct Debit you will need to pay for your policy each policy year in order to renew your policy. We will notify you when you're nearing your renewal date and you can login to My Petplan to pay for your renewal online.

Question 9

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 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.

Question 10

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.