Coronavirus: Latest Petplan Information

As the situation with COVID-19 evolves we remain committed to protecting the nations pets and are continuing to make changes to provide as much support as possible for our customers.

Last edited: 11/05/2020

COVID-19 Latest Updates

Contacting Petplan

As a result of COVID-19 we have had to make some changes to the way we work and are supporting customers in a number of ways online:

  • Currently you can’t buy a new policy via a phone call but can get a quote or buy a policy online instead Get a quote 
  • For existing customers we have lots that you can do yourself online Manage your policy 
  • Use our FAQS to find answers to lots of common questions see all FAQs 
  • You can delay payments by 1,2 or 3 months. You can find out more and request a payment delay here.

If you still can’t find the answer you need then you can call us Monday to Friday 8-6 on 0330 102 6735.

Making a Claim

Please talk to your vet practice to see if they are able to do this for you or alternatively you can submit your claim online using the link below.

Make a Claim

Coronavirus FAQ’s

We have been making lots of changes to ensure that your pet continues to get the cover they deserve. If you have a question about how your policy might be affected by COVID-19 our FAQ’s explain all the changes we are making to help provide an uninterrupted service.

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

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.

Can I still submit my claim?

Yes, despite changes because of COVID-19 we are working hard to continue to receive and pay claims. To allow us to provide the best possible service for you during these challenging times, ask your vet to submit an eClaim to us or alternatively you can submit a claim directly.

If I am hospitalised with COVID-19 will my pet's boarding fee's be covered?

Yes, we will pay for the cost of boarding your pet at a licensed boarding establishment or pay £15 a day towards the cost of someone looking after your pet if you are hospitalised for 4 or more consecutive days. This is up to your policy limit which varies depending on the type of policy you chose.

My pet's routine preventative treatment is delayed because of COVID-19 will this affect any claims I make?

If you are unable to get your pet seen for their routine treatment such as vaccinations or a dental examination because of these extreme circumstances providing your vet confirms the delay was due to COVID19 and you get the treatment done up to 6 months after it was originally due we will assess any claims you make as if the treatment was done on time.

When can I call Petplan?

Customer Service: If you have a query regarding an existing dog, cat or rabbit policy, call our customer service centre on 0345 071 8000. Please be aware though due to the effects of COVID-19 we have less members of staff than usual so may take longer to answer your call.

We're open 9am-5pm Monday to Friday.

Sales Team: Unfortunately due to the effects COVID-19 the Petplan Sales team is currently not able to make sales via phone as we currently have less members of staff than usual. As a result we are prioritising our telephone servies for our existing customers to ensure we can continue to look after our customers and their pets in the best way possible. You can however still purchase online either find out more about our types of pet insurance or get a quote quickly and easily.

Supporting Animal Charities during COVID-19

We work in partnership with the UK's animal charities and have seen first-hand the devastating impact Covid-19 is having on their income and the vital funds needed to support the animals in their care. For over 30 years we have been providing 4 weeks free insurance for rehomed pets and giving 10% of rescue pet premiums back to animal charities. In June, to help support animal charities through the Covid-19 crisis we will be paying over £700,000 in funds that our partners would have received from us in the next 6 months now, in one lump sum, to help them get through the pandemic.

Thanks to the generosity of our customers, the Petplan Charitable Trust has also been able to contribute vital funds to animal charities to help get them through the Covid-19 crisis. £150,000 donated to the Association of Dogs and Cats Home (ADCH) Emergency Coronavirus Appeal and another £50,000 donated to the Covid-19 Equine Rescues Emergency Fund. We work in partnership with 1,200 animal charities across the UK and know this money is desperately needed to ensure they can continue to support the animals in their care.

Charity support img
Cat at the vet

Coronavirus & Vets

At Petplan we work with thousands of vets across the UK and appreciate how important they are to help keep our pets healthy. During these times how they are able to work has been affected, but don’t worry this doesn’t change what you are covered for with us. However, there are some key things to know:

  • In line with advice from the Royal College of Veterinary Surgeons some vets may not be carrying out all their usual treatments. Many may be emergency only, some have limited vaccinations and others might be closed completely. It’s best to call your veterinary practice for advice if your pet needs treatment and read the latest RCVS information to understand why they have had to limit their work for safety.
  • If you are unable to get your pet seen for their routine treatment such as vaccinations or a dental examination, because of these extreme circumstances, providing your vet confirms the delay was due to COVID19 and you get the treatment done up to 6 months after it was originally due, we will assess any claims you make as if the treatment was done on time.

Coronavirus Pet Advice

Keeping our pets and families safe during these uncertain times is a priority for us all. Read more about looking after your pet during the COVID-19 outbreak and the support available for you.

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