Any Questions

Why should I insure with Petplan?
With over 30 years experience we really are the pet specialists. In a recent survey it came to light that 9 out of 10 vets support Petplan in their practices (Headcount 2008). Here at Petplan we know people have different needs when it comes to pet insurance. That's why we've a range of policies including cat insurance, dog insurance, rabbit insurance and insurance for horses and riders (Petplan Equine) designed to suit both your pocket and your pet's needs.

What does Covered for Life mean?
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, Pet Value, 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.

What cat insurance policies do you have?
There are three different levels of cat insurance available. For the maximum cover available from Petplan, choose one of our Covered for Life policies; Budget or Supercat 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.

Pet Value 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.

What dog insurance policies do you have?
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.

Pet Value is designed for dog owners who want cover to provide help with the initial high cost of veterinary treatment.

What rabbit insurance policies do you have?
There is one rabbit insurance plan available; Rabbit Plan, a Covered for Life option designed especially for rabbits. These are designed for rabbit owners worried about their pet developing a long term illness, like arthritis or eczema, needing extensive ongoing treatment from a vet.

Can I insure a pet of any age?
Whether your pet is a cat, dog or rabbit you can start your pet's insurance from 6 weeks of age. Once your pet is insured with Petplan, as long as you renew your cover each year without a break, we will continue to pay claims for ongoing conditions.

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 Pet Value policy (N.B. This product is only available for cats and dogs).

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

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

What are Select Breeds?
Just as some dogs cost more to feed, some also cost more in veterinary care. We call these 'Select Breeds', the following dogs are considered 'Select Breeds':

Bernese Mountain Dog, Bulldog, Beauceron, Deerhound, Dogue de Bordeaux, Estrela Mountain Dog, Great Dane, Irish Wolfhound, Leonberger, all Mastiff breeds, Newfoundland, Shar Pei*, Old English Sheepdog, Pyrenean Mountain Dog, Rottweiler and St. Bernard.

*Please note, customers insuring Shar Pei's will be asked to provide a full clinical history from the vet before we are able to insure them.

What are the benefits of a Pet Value policy?
Covered for Life products are not for everyone, which is why Petplan created the Pet Value 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 Pet Value 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.

What is complementary treatment?
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.

Can I get a Petplan policy outside the UK?
Our Petplan policies are only available to residents of the UK, the Isle of Man and the Channel Islands. We can offer dog, cat and rabbit insurance to British Forces Posted Overseas, as long as they are serving in Europe and can provide a BFPO mailing address.

Does Petplan offer travel insurance for pets?
Yes we do, this benefit is available as standard on all of our Covered for Life polices, however this does not include third party liability cover abroad. For further information please refer to your Terms and Conditions or alternatively you can call our customer service centre on 0845 071 8000.

Does Petplan have international partners?
Yes we have a number of international partners whose details are shown below.

Country	Dialling locally	International dial number	Website
Australia	1300 728 225	+6 1 3 933 933 78	www.petplan.com.au
Ireland	1850 48 48 48	+353 1 613 3845	www.allianzdirect.ie
Netherlands	0900 7 38 75 26	+31 299 451 011	www.petplan.nl
Japan	0120 324 384	+81 3 5442 6500	www.allianz.co.jp
USA	1 866 467 3875	+1 866 467 3875	www.gopetplan.com
New Zealand	0800 255 426	+64 09 3542 987	www.petplan.net.nz
Germany			www.allianz.de / produkte / freizeit /tierkranken
Austria	+43 059 009 580	+64 09 3542 987	www.petplan.at

Do you only insure cats, dogs and rabbits?
No. We can insure many different animals - small, large, furry and even scaly! As well as cats, dogs and rabbits you can insure horses and riders with Petplan Equine (or call 0800 980 3905). To insure all other mammals as well as reptiles and birds please contact Exotic Direct (or call 01444 412118).

I have more than one pet to insure, can I get a discount?
Yes, if you have two or more pets regardless of species (i.e. dog, cat and rabbits) then you are entitled to a Multi-Pet discount. For each animal you are given £1 per pet per month discount off your premium. For example, if you have 1 dog insurance policy, 1 cat insurance policy and 1 rabbit insurance policy you will get a £36 discount in your policy year. This discount is only available on Covered for Life policies.

Is there a discount for pensioners?
There is a pensioner's discount. If you are a pensioner you can benefit from a discount of:

£1 per month per dog
50p per month per cat
25p per month per rabbit.

Can Petplan pay my vet fees direct?
We can arrange to pay most veterinary surgeons directly in the case of a vet fees claim. Please ask your vet if they are happy to do this, and we will take care of the rest.

How can I pay for my policy?
For a simple and stress free option, you can pay your premium monthly or annually by secure Direct Debit. If you wish to pay by any other means please call our sales team on 0845 077 1934, and we'll be happy to explain some alternative payment options.

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Can Petplan pay my vet fees direct?
We can arrange to pay most veterinary surgeons directly in the case of a vets fee claim. Please ask your vet if they are happy to do this, and we will take care of the rest.

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

Why does my pet have to have an annual dental check?
Whether you have a cat insurance, dog insurance or rabbit insurance policy, you must take reasonable steps to maintain your pet's health throughout the policy year and to prevent injury, illness and loss. Therefore you must arrange and pay for your pet to have an annual dental examination by a vet in order to prevent illness or injury. By continuing with these check-ups this shows us that you have played your part in caring for your dog, cat or rabbit, so we can play ours.

How will Petplan use and store my data?
Your details will be stored on our computer system to administer your policy but will not be kept any longer then necessary. All data is handled in accordance with the Data Protection Act (DPA). We can only discuss your personal details with you or a named person specified by you. We may share your details with other insurance companies, directly or through a number of databases. This allows us to check information you give us and also helps us prevent fraud.

When will my first Direct Debit payment be due?
Your first payment will be taken 7 - 10 days after you have taken out your policy with us. This payment time will apply whether you have taken out a full policy with no discount in place or if you took your policy out online.

If you have any questions regarding your payment details or you wish to change the date your payments are made on each month please contact our customer service team on 0845 071 8000.

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How are Petplan premiums calculated?
Petplan has been providing dog insurance, cat insurance and rabbit insurance for over 30 years; we use this experience to help us price policies in a realistic and sustainable way. They are carefully calculated so what you pay is fair and accurately reflects the likelihood of claiming.

The size, breed and age of your pet are some of the factors which are taken into consideration when calculating your premiums.

Why do premiums go up so much?
The main reason why your premium will increase each year is due to advances in a range of diagnostic, medical and surgical procedures, which means that veterinary fees will inevitably rise. These improvements will go a long way to making sure your cat, dog or rabbit remains healthy for longer.

Can I change my level of cover?
If you have a Pet Value policy, you can upgrade your level of cover at any time.

If you have a Covered for Life dog or cat insurance policy, you can upgrade your policy at renewal, if you would like to downgrade your level of cover you can do so at any time.

Can Petplan pay for my vet fees direct?
We can arrange to pay most veterinary surgeons directly in the case of a vets fee claim. Please ask your vet if they are happy to do this.

How do I make a claim?
At Petplan we aim to process your claims quickly and fairly. To make a claim you will need to complete the relevant claim form for the treatment or incident in question. There are forms for veterinary fees, loss by theft or straying, third party liability, holiday cancellation, boarding and kennel fees and death. You can download copies of the claim forms by clicking here. Alternatively, you may phone our Customer Service Centre on 0845 071 8000.

How can I obtain a claim form?
Visit our dedicated claims area on the website to download a claim form for your dog, cat or rabbit. Your Claim

What does a veterinary fees claim excess mean?
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), which is not related to any other illness or injury treated during the same period of cover.

Each time you need to make a new claim in your policy year, you will be required to pay an excess first. You will be informed of this exact amount when you take out a policy. If you have a policy with us already, your excess amount can be found on your Certificate of Insurance. If you need help completing your claim form you can call our claims team on 0800 123 4567

How long does Petplan usually take to assess claims?
We aim to process claims within a week. You can monitor the progress of your claim with our online claims tracking service.

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

Will you increase my premium if I make a claim?
No we will not. As a responsible pet insurer we wouldn't do anything to discourage our clients from getting their dog, cat or rabbit treated when they are unwell or injured. It is for this reason that we do not have 'no claims discounts'

Does Petplan have a no claims discount?
As a responsible pet insurer we wouldn't do anything to discourage our customers from getting their dog, cat or rabbit treated when they are unwell or injured. This is why when you make a claim we will not increase your premiums as a result. It is for this reason that we do not have a 'no claims discount'

Do I need to give you any notice to cancel my policy?
If you would like to cancel your policy you have 14 days from purchase in which to do so. Simply call Petplan Customer Service Centre on 0845 071 8000 or send a written confirmation to: Petplan, Great West House (GW2), Great West Road, Brentford, Middlesex TW8 9DX.

If you do cancel after the 14 days you are still eligible to receive a refund however this is subject to terms and conditions.

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

Further Information on the Petplan's breeder scheme can be found, by clicking on the following link. Breeder website

Can you help me find a new puppy or kitten? Petplan's 'Find a Pet' service is a quick and easy way to find your perfect puppy or kitten. Just let us know the breed you are looking for and we will provide you with details of the breeders in your area with available litters. Please check our online service. Alternatively you can contact any of our affliliated Animal Welfare Charities, it's as simple as that! Find a Pet

Does Petplan work with any Charities? Our caring for pets goes beyond providing dog insurance, cat insurance and rabbit insurance. As 'the pet people' we are passionate about animal welfare and the principle of responsible pet ownership. We support many charities and have set up The Petplan Charitable Trust, which has so far raised almost £5 million towards a better, healthier world for animals. Click here for more information on: The Petplan Charitable Trust

Does Petplan have any testimonials I can read?
Yes we do. Simply click here to read stories from existing dog, cat and rabbit policyholders.
Testimonials

When can I call Petplan?
Sales Team:
If you are new to Petplan or have a general query not involving an existing dog, cat or rabbit policy then call the Petplan Sales team on 0845 077 1934 8am – 8pm Monday to Friday and 8am to 1pm Saturday.

Customer Service:
If you have a query regarding an existing dog, cat or rabbit policy, call our customer service centre on 0845 071 8000 8am – 8pm Monday to Friday and 9am to 1pm Saturday.

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