Accessibility and support for Petplan customers

We can send your policy documents in Braille, large print, or as an audio file.
Complete our quick form to select the format you need. We’ll send your annual renewal documents in your chosen format.
 

If needed, you can access an online interpreter to communicate with our support teams. Sign in to SignVideo to begin.

Desktop: Hold down the ‘ctrl’ button on the keyboard and press either the ‘+’ on the keyboard, or scroll away from you with your mouse to zoom in.

Mobile: Hold two fingers together on your phone screen. Keep them touching the screen and bring them together to zoom in.
 

Have you unexpectedly had to go into hospital for two or more days in a row? If you have cover for 'Emergency Boarding' on your policy, we'll help you with the cost of boarding for your pet.

You can check what's covered on your policy in your My Petplan account or on your Certificate of Insurance.

You can submit a claim for emergency boarding here. Please check your policy Terms & Conditions before submitting a claim.
 

Though this is not covered under your policy, if you’re unable to walk your dog, you may want to consider a professional dog walker. When looking for a dog walker there are some key questions to ask to give you peace of mind.

Read our ‘Questions for a dog walker’ article to find out more: How to find the perfect dog walker: 7 questions to ask | Petplan
 

If you need someone else to talk to us on your behalf, you can add them as a ‘Nominated person’ via your My Petplan account. You can also call us on 0330 102 1540.

Alternatively, if you need to discuss a policy on behalf of someone else and they’re unable to contact us due to health reasons, we’ll need their Power of Attorney to email us. Please send the POA document to [email protected] with the policy number and the full name of the person acting
 

If you’ve had to rehome your pet, you may be able to change the ownership on your current policy to the new owner. Please call our team on 0330 102 1540 to give permission for your policy to be transferred. We’ll need the full name of the new owner and a password that you must share with them. The new owner will then need to call us to complete the transfer.
If the policy holder is unable to contact us, we’ll need their Power of Attorney (POA) to get in touch. Please email the POA document to [email protected].

Within the email, please let us know if you’d like to:

a) Cancel the policy. We’ll cancel the policy and confirm once this has been done.

b) Transfer the policy into someone else’s name. If the policy is being moved into the name of the POA, this will be completed upon request. We may be able to move the policy into someone else’s name. The POA will need to provide the new owner’s full name and a password. This will need to be shared with the new owner. The new owner will then need to call us 0345 102 1540 to complete the transfer.
 

We’re the pet experts and we’re here to support you with getting your pet the best care.
If you need support with your own health and wellbeing, we’ve shared further links below:

• Anxiety & Mental Health: www.mind.org.uk/information-support/helplines/sane.org.uk
• Alzheimers: www.alzheimers.org.uk
• Dementia: www.dementiauk.org
• Support for carers: www.carersuk.org
   

If the policy holder has sadly passed away, we may be able to complete a change of ownership on the policy. Please call our team on 0345 102 1540 to discuss your options.

If the pet is being rehomed and you want to cancel their cover, you can do this here.

Below are links to where you can find further support during this time:

• Bereavement support: www.cruse.org.uk
• Financial support: Free and impartial help with money, backed by the government | MoneyHelper
• Mental health support: Home - Mind
• Samaritans | Every life lost to suicide is a tragedy | Here to listen
   

Following the sad loss of a pet, you can tell us by completing our online form: Cancel your policy

If you need to claim for any vet fees, please submit a claim within 12 months of the treatment date. You can do this through our online claim form: Petplan eClaims

If your pet has the optional ‘Death cover’ on their policy, you can claim the cost of their purchase price, up to the maximum benefit. You can check what's covered on your policy in your My Petplan account or on your Certificate of Insurance.

You can submit a ‘Death cover’ claim here. Please check your policy Terms & Conditions before submitting a claim.

We understand that our pets are part of the family. If you or a loved one need any further support, you can reach out to Blue Cross Pet Bereavement support team. Full details can be found here: Pet Loss Support

If you need someone else to talk to us on your behalf, you can add them as a ‘Nominated person’ via your My Petplan account. Alternatively, call us on 0345 102 1540.
 

If you need to discuss a policy on someone’s behalf and they are unable to contact us due to health reasons, we’ll need their Power of Attorney to email us. Please send the POA document to [email protected] with the policy number and full name of who will be acting the policy on the policy holders behalf.

While we can talk you through the options available to keep your pet covered, you can find further financial support through the links below:

• Citizens Advice - www.citizensadvice.org.uk/
• National Debtline - www.nationaldebtline.org/
• Government cost of living advise - helpforhouseholds.campaign.gov.uk/
• Gambling support: www.gamblersanonymous.org.uk/
• Substance abuse support: Drug and alcohol addiction - useful contacts - Mindtalktofrank.com 

What is a pet food bank?
Pet food banks are places owners can go to receive donated food and pet care supplies, along with community support.

How can I find my nearest pet food bank?
The two largest networks of pet food banks are provided by the RSPCA and the Blue Cross  Follow the links to their websites for maps and advice on finding your local food banks. Both the RSPCA and Blue Cross recommend calling first to check stocks. The food banks run on donations and can’t always guarantee stock. However, they’ll always be happy to share advice and guidance to support both pets and their owners.