Question 1

Am I covered for the cost of telephone/video vet consulations?

Accepted Answer

Yes, we will cover these costs in the same way as we would cover a face to face vet consultation. This applies whether or not you are in self-isolation. We will also cover the cost of physiotherapy consultations carried out in this way, providing our usual requirements on who can carry out physiotherapy are met. We want to be able to support you and your pet in these difficult times and hope this reassures you that you can continue to get the advice you need from your vet.

Question 2

What do we mean by continuous cover and why is this important?

Accepted Answer

Continuous cover means ensuring there is no break in cover between your 4 weeks free cover and the annual policy you purchase to continue your pets protection. As long as you purchase the annual policy before your free cover expires then the cover is continuous.

If you allow the free cover to end before purchasing a policy it will be underwritten as a new policy. That means that any signs of illness or injury prior to you purchasing a policy will be considered as pre-existing and are unlikely to be covered on the policy. What’s more unless you have continuous cover you will have a 14 day deferment period on your new policy, which means any illness that shows clinical signs in the first 14 days will not be covered.

As long as you purchase a policy before your free cover ends you will have continuous cover, conditions which arise during the free cover period will not be considered as pre-existing and you will have no deferment period for illness on the policy you purchase.

Question 3

What does an excess amount mean?

Accepted Answer

Excess is an amount that you will need to pay when you make a claim, whether it’s for vet fees, complementary treatments or Third Party Liability. We’ll simply take the amount off your claim settlement. This amount varies depending on which plan you’re on, the age of your pet and what benefit you’re claiming under.

The excess amount that will be deducted from your claim will always be shown on your Certificate of Insurance which you will receive once you’ve activated your policy. If you are an existing customer you can log in to [My Petplan](https://my.petplan.co.uk/) and check the [My Policies](https://my.petplan.co.uk/policies) page for details of how your excess works including how much excess you will pay.

Question 4

Will you cover an illness or injury that my pet has suffered from previously?

Accepted Answer

We cannot provide cover for conditions showing clinical signs before your free cover starts. If you make a valid claim during the free cover, we will still cover the cost of treating the illness or injury on your full policy as long as you take this out before your free cover ends.

[<img alt="Get a quote button" src="https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/AVe6h7tOGH/resources/ZPrxEWqgXl/Capture.png" align="center" height="40">](https://quote.petplan.co.uk/)

Question 5

Once my full policy starts will I be able to claim on it immediately?

Accepted Answer

If you have had 4 weeks free insurance issued by your vet, breeder or the charity where you adopted your pet, cover for illness and injury on your full policy will both start immediately as long as you take out the policy before your free cover ends.

[<img alt="Get a quote button" src="https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/AVe6h7tOGH/resources/ZPrxEWqgXl/Capture.png" align="center" height="40">](https://quote.petplan.co.uk/)

Question 6

If I activate my full policy during my free cover will I still receive my full 4 weeks free?

Accepted Answer

Yes, you can activate your full policy from the first day of your 4 weeks free cover and still benefit from the remainder of your free cover period. Your full policy won’t take effect until your final day of free cover, unless you choose otherwise.

[<img alt="Get a quote button" src="https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/AVe6h7tOGH/resources/ZPrxEWqgXl/Capture.png" align="center" height="40">](https://quote.petplan.co.uk/)

Question 7

What happens if I forget to buy my full policy before my free cover expires?

Accepted Answer

You can still take out a full policy. Cover for injury will start immediately and cover for illness 14 days later. However, due to the break in cover, any illness or injury occurring before your policy started (including during your Free Cover) will not be covered.

[<img alt="Get a quote button" src="https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/AVe6h7tOGH/resources/ZPrxEWqgXl/Capture.png" align="center" height="40">](https://quote.petplan.co.uk/)

Question 8

Will I get the same policy benefits on my full policy as I do on my free cover?

Accepted Answer

We offer a full range of policies with various levels of cover to best suit your needs. We recommend you check the plans available to ensure you have the right cover in place for you and your pet.

### Cat and dog policies

Our Covered For Life® plans have been designed to provide peace of mind year on year for [cat](https://www.petplan.co.uk/pet-insurance/cat-insurance/covered-for-life/) and [dog](https://www.petplan.co.uk/pet-insurance/dog-insurance/covered-for-life/) owners who are worried about their pet developing a short term illness, or a long term illness like arthritis that requires on going treatment. There are three different levels of cover to choose from; Classic, Classic + and Ultimate.

Our Essential 12 month plan is designed for [cat](https://www.petplan.co.uk/pet-insurance/cat-insurance/time-limited/) and [dog](https://www.petplan.co.uk/pet-insurance/dog-insurance/time-limited/) owners who want cover to provide help with the initial unexpected cost of veterinary treatment but are happy to fund ongoing treatments for the same illness or injury themselves once the 12 month time limit or maximum benefit has been reached, whichever comes first.

### Rabbit policy

Petplan have created one [Covered For Life® plan specifically for rabbits](https://www.petplan.co.uk/pet-insurance/rabbit-insurance/) owners worried about their pet developing a short term illness, or a long term illness like arthritis or eczema needing extensive ongoing treatment from a vet.

[<img alt="Get a quote button" src="https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/AVe6h7tOGH/resources/ZPrxEWqgXl/Capture.png" align="center" height="40">](https://quote.petplan.co.uk/)

Question 9

How do I buy multi-pet insurance online?

Accepted Answer

If you are a new customer click [Get a quote](https://quote.petplan.co.uk), enter details for the first pet and click the ‘Add another pet’ button on the form. You will be asked to select a plan for the initial pet, followed by any additional pets. 
If you are an existing customer and would like to add a new pet, simply take out a policy online and email our team at info@petplan.co.uk with both policy numbers, your surname, date of birth, first line of address and postcode and we will update your policies to make sure they both receive the discount!

Question 10

Does Petplan have any testimonials I can read?

Accepted Answer

Yes we do. You can read our [Customer Stories](https://www.petplan.co.uk/pethoodstories/) from existing dog, cat and rabbit policyholders. We also have [Customer Reviews](https://www.petplan.co.uk/about-petplan/reviews/) which are collected by Trustpilot.