Question 1

How will changing my address affect the price of my policy?

Accepted Answer

Since vet bills vary from region to region, updating your address may affect the price of your policy. Unfortunately, we can’t say at this stage what the impact of your change of address will be as we regularly update our pricing to take into consideration new trends and data. Your change of address will be reflected in the price of your policy at your next renewal. Your renewal premium will also be impacted by the age of your pet and vet bill inflation.

It’s important you keep information relating to your policy up to date. Your pet must live at the address shown on your Certificate of Insurance, which is a condition of your cover. Please log in to My Petplan to let us know of a change of address.

Question 2

What should I do if my details are incorrect on my policy?

Accepted Answer

If any of the information shown in your documents or in your My Petplan account are incorrect or your circumstances have changed, please let us know as soon as possible.

If you have moved house, changed your email address or want to change your contact number please log in to your My Petplan account to update your details.

If you need to change anything else or want to discuss something with us you can send us a message or call us on 0330 102 6735.

Question 3

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.

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

Question 5

How do I reset my password?

Accepted Answer

My Petplan is a new service and you will need to 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.

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 6

Can I decrease my level of cover?

Accepted Answer

For dogs and cats we have multiple plans available which will reduce your cover and you can call us to discuss your options on 0330 102 1540.

If your pet is covered on our 12 month Essential plan the only way you can reduce cover is by removing the optional Death from Illness or Injury section (if included).

Unfortunately, cover for rabbits can’t be changed as we have no alternative plans available.

Question 7

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 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 8

How can I make changes to my policy?

Accepted Answer

It's important you review your Policy Documents to make sure your details are up to date and the policy still meets your needs. Please tell us as soon as possible if any of the information shown is incorrect or has changed.

To make any changes to your policy or if you would like to discuss your options please call us on 0345 072 0023.

Question 9

How can I update my contact details?

Accepted Answer

It's important we have your up to date contact details in case we need to get in touch.

If you have moved house, changed your email address or want to change your contact number simply log in to My Petplan and change your details in your account. Please note it will take a few days to process the update before the information is reflected in your My Petplan account.

If you need to change anything else or want to discuss something with us you can send us a message and will make those updates for you.

Question 10

What documents do I need for a death of a pet claim?

Accepted Answer

We understand losing a pet can be a very difficult time. In the sad event of your pet passing away we hope to make the claims process as straightforward as possible.

Along with the completed claim form, we will require the following documents:

Purchase receipt or rehoming document to confirm amount you paid for your pet
Confirmation from the vet that the pet passed away if we haven’t already received a vet fees claim form that confirms his/ her loss.

If you need any extra support during this difficult time, our partners at Blue Cross run a pet bereavement helpline on 0800 138 6515.