Question 1

What is the maximum time limit for me to submit a claim?

Accepted Answer

You have 12 months from the point of the illness or injury taking place in which to submit a claim, this will be based on the start date of the treatment.

Question 2

What is complementary treatment?

Accepted Answer

If prescribed or carried out by a vet, we will pay for the cost of complementary treatment your pet has received during the policy year for an illness or injury. By complementary treatment we mean: Acupuncture, chiropractic manipulation, herbal medicine, homeopathy, hydrotherapy and osteopathy. All treatments must be carried out by a vet practice or a member of our recognised associations.

Question 3

Can I claim for complementary treatments?

Accepted Answer

Yes, if your policy includes cover for Complementary Treatment. In this instance treatments such as hydrotherapy recommend by your vet would be covered by your policy. Petplan’s covered for life and covered for 12 months essential policies provide a comprehensive level of cover which includes the cost of treatments such as hydrotherapy, acupuncture and homeopathic medicine. These will first have to be recommended by your vet, and we’ll pay up to the maximum amount detailed in your certificate of insurance.

Question 4

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 5

What does Covered For Life® mean?

Accepted Answer

Our Covered For Life ® policies are designed for pet owners concerned about their pet developing a long-term, chronic or recurring illness. We have cat insurance, dog insurance and rabbit insurance Covered For Life ® policies. These cover conditions such as arthritis or eczema which require treatment from a vet over a long period of time, often for life. As long as the Covered For Life ® policy is renewed each policy year without a break, we will continue to provide cover for new illnesses after the policy starts right into your dog, cat or rabbit's old age. Many other dog and cat insurance policies, including one of our own, Petplan Essential, will limit the amount and/or time you can claim for each illness of injury. It is definitely worth checking the small print before you buy so that you understand the terms, conditions and any excesses that apply.

Question 6

What does a veterinary fees claim excess mean?

Accepted Answer

The excess is the amount you pay towards the cost of treating each illness or injury during the period of cover (i.e. the policy year or up to the maximum benefit), which is not related to any other illness or injury treated during the same period of cover. If your policy covers illness/injury for 12-months you will pay an excess per condition for the 12 month/maximum benefit period in which you are entitled to claim. If you have a Covered For Life® policy, as your monetary limit is refreshed each year you will pay an excess per condition per policy year. Some policies may also include a percentage excess, if this is the case this means you will pay an excess on each claim you make. The exact percentage that will be deducted from your claim will be shown on your Certificate of insurance. We will automatically deduct the excess amount whilst we are assessing your claim - so whoever is the payee on the claim will receive the claim settlement amount less the excess. Please make sure you check your excess on your policy documents carefully as your cover can change at renewal. If you need help completing your claim form or have any questions about how your excess will be applied you can call our customer service team on 0345 071 8000.

Question 7

What cat insurance policies do you have?

Accepted Answer

There are three different levels of cat insurance available. For the maximum cover available from Petplan, choose one of our Covered For Life® policies; Petplan Classic or Petplan Ultimate plan. These are designed for cat owners worried about their cat developing a long-term illness like arthritis or eczema, and needing ongoing treatment from a vet. Petplan Essential is designed for cat owners who want cover to provide help with the initial high cost of veterinary treatment but are happy to fund ongoing treatments for the same illness or injury themselves after the cover has finished.

Question 8

What are the benefits of a Petplan Essential policy?

Accepted Answer

Covered For Life® products are not for everyone, which is why Petplan created the Petplan Essential policy so that pet owners requiring a less comprehensive policy could still benefit from having their cat, dog or rabbit insured with the UK's No. 1 pet insurance provider. It is important to remember that each illness and injury on a Petplan Essential policy is covered for a maximum of 12 months. Should your dog or cat suffer from the same condition again you will not be able to claim for it. With Covered For Life ® you will continue to be covered so long as you renew your policy each year without a break in cover. It's always important to think carefully about what level of cover you would like before taking out a policy.

Question 9

If my pet has been ill before, will this be covered by my insurance policy?

Accepted Answer

At Petplan we like to be as clear as possible to our customers, therefore any exclusion from cover placed on your policy will be stated clearly on your Certificate of Insurance. Before taking out your dog, cat or rabbit insurance you must tell us about your pet's conditions and any prior illnesses or injuries they've had. Like most other pet insurance companies, illnesses and injuries experienced before you start your pet's insurance will unfortunately not be covered. Your pet's previous medical history will not affect your premium. When you take out a policy you should always check your terms and conditions in conjunction with your Certificate of Insurance to see what is and what is not covered.

Question 10

If I buy a Petplan policy, when does my cover begin?

Accepted Answer

Cover for injury will start as soon as you take out a policy online or over the telephone. Cover for illness starts 14 days afterwards.