Existing Customers

We’d like to make your life a little easier, so this self-service area is here to help you manage your claim or policy. If you need to make a change that isn’t shown on this page, please call 0345 071 8000

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Handle your claim

At Petplan, we settle 90% of claims within 5 working days. To manage an existing claim or make a new one, simply use the links below

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Manage your policy

We believe that updating your policy should be as easy as possible. To make a change or find the documents you need, click on one of these options

Frequently asked questions

How do I make a claim?

To make a claim you’ll need to complete the relevant claim form for the treatment or incident in question. Head to our Claims page for resources on how to handle your claim, including downloadable claim forms, or phone our Customer Service Centre on 0345 071 8000.

Will my premium increase if I make a claim?

No, at Petplan there’s no penalty for making a claim – and we’ll never increase your premium as a result of making a claim.

Does Petplan only insure dogs, cats and rabbits?

No. As well as dogs, cats and rabbits, we can also insure many different animals. Visit our Other Insurance page for details on the small, large, furry and even scaly pets we can help provide cover for. Or, to insure horses and riders, go to our Petplan Equine website (or call 0330 102 1658) and to insure all other mammals as well as reptiles and birds, please visit our partner Exotic Direct (or call 01444 412118).

Do you offer Third Party Liability cover?

Yes, our Covered for Life® and 12 month Petplan Essential dog policies automatically include Third Party Liability cover – in addition to cover for vet bills, complementary treatment, boarding fees and emergency repatriation. Our Third Party Liability insurance covers dog owners for compensation, legal bills and the associated costs related to defending claims brought against them. To find out more, visit our helpful Third Party Liability Cover page.

Can I change my level of cover?

If you have a Petplan Essential policy, you may be able to upgrade your level of cover at renewal, subject to an underwriting review. If a higher plan is available for your pet you can apply for an upgrade at renewal of your policy and at this time the request will be subject to an underwriting review of your pet's veterinary history.

Can I get a document which lists all my claims that you have processed?

Yes, submit a request form to access your claim history.

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.

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 Petplan Essential policy (N.B. This product is only available for cats and dogs).

Can I still purchase pet insurance if my pet has previously been ill?

If your pet has previously been ill or injured you can still purchase pet insurance. Before you take out a pet insurance policy you must inform us of any conditions, injuries and prior illnesses they've had and like all other insurance providers Petplan unfortunately will not be able to cover you for these. These exclusions will be clearly stated on your certificate of insurance and will not affect the price of your premium.

How long can i claim for each condition for?

This depends on the policy you selected for your pet. Our signature Covered For Life policies re-fresh the veterinary fees benefit each year allowing you to claim for ongoing conditions for the life of your pet for as long as you renew your policy. Our Essential policy provides cover for each condition for 12 months.

Can Petplan pay my vet directly?

Yes we can pay your vet directly if they are happy to receive payment in this way.

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 affiliated Animal Welfare Charities, it's as simple as that!

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 0345 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.

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 0330 102 1658). To insure all other mammals as well as reptiles and birds please contact Exotic Direct (or call 01444 412118).

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.'

Does Petplan have any testimonials I can read?

Yes we do. You can read our Customer Stories from existing dog, cat and rabbit policyholders. We also have Customer Reviews which are collected by Feefo.

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 0345 071 8000.

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 Petplan Charitable Trust, which has so far raised over £8 million towards a better, healthier world for animals.

How are Petplan premiums calculated?

Petplan has been providing dog, cat and rabbit insurance for over 40 years, and we use this experience to help us price policies accurately for the life of the pet. way. They are carefully calculated so what you pay is fair and accurately reflects the likelihood of claiming. The size, breed , location and age of your pet are also some of the factors we’ll take into consideration when calculating your premiums. Petplan does not penalise customers for claiming so premiums are not affected by whether you have claimed or not.

How can I obtain a claim form?

Visit our dedicated claims area on the website to download a claim form.

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 0345 077 1934 , and we'll be happy to explain some alternative payment options.

How do I access my electronic documents?

Your document retrieval email contains details on how you can view or download your documents. If you haven’t received this email or need it to be regenerated please request a replacement.

How do I opt in to electronic documents?

We are in the process of implementing the ability to give customers the choice as to whether they would like their documents in the post or by e-mail. We are currently trialling this, and if successful, we will be able to offer this to all of our customers in the near future.

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.

How much will pet insurance cost?

The cost of pet insurance can vary enormously and is dependent on a range of different things such as where you live, your pet's species, age, breed and most importantly, the product you choose. As pet insurance is so specific to each and every pet, there is no fixed cost to insure your best friend so it's important to make sure you do some research to find out which policy suits you best both in terms of cost and benefits. With so many insurance providers in the market offering pet insurance, it can be difficult to decide which policy is right for you and your pet. Why not check out what insurance products Petplan offers or get a quote today.

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.

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.

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. For further information please visit Petplan Breeder.

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.

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.

What are the benefits of a Petplan Essential policy?

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.

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; 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.

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 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.

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, 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.

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

Can I claim for complementary treatments?

Yes, if your policy includes cover for Complementary Treatment. In this instance treatments such as physiotherapy and 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.

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.

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.

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.

What type of pet insurance products does Petplan offer?

Petplan offers two types of pet insurance policies: Covered For Life® pet insurance policies and a 12-month pet insurance policy. Covered For Life® policies provide cover for ongoing illnesses such as diabetes for the duration of your pet's life as long as you renew your policy each year without a break in cover. Petplan's 12-month pet insurance product is for owners requiring a less comprehensive policy for their cat or dog. It is important to remember that under a 12-month policy each illness and injury will only be covered for either 12-months, or up to the maximum benefit, whichever is reached first. Should your dog or cat suffer from the same condition again you will not be able to claim for it.

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 0345 077 1934. We're open 8am - 8pm Monday to Friday, 9am to 5pm Saturday and 9am to 6pm on Sunday. Customer Service: If you have a query regarding an existing dog, cat or rabbit policy, call our customer service centre on 0345 071 8000. We're open 8am ‐ 8pm Monday to Friday and 9am to 5pm Saturday.

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 0345 071 8000.

Where did the concept of pet insurance originate?

Pet insurance started in the 1970s when just a small handful of providers existed. Then pet insurance became recognised and sought after which resulted in an increase in the number of players within the pet insurance market. Petplan, the market leader, was founded by Patsy Bloom who saw an opportunity in the market after facing mounting vet bills for her own dog´s illness. It wasn't long before pet insurance became recognised and sought after which resulted in an increase in the number of players within the pet insurance market.

Why do I need pet insurance?

As one in three pets will require an unexpected visit to the vet each year (Source: Petplan insured customers claims data 2013) it´s easy to see why pet insurance is such an important part of responsible pet ownership. Did you know that more people claim against their pet insurance policy than on their household or car insurance? (Allianz Insurance plc) This just goes to show how important it is to ensure that your best friend has the best possible pet insurance on the market.

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.

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.

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 2011). 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.

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 Petplan Essential 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.

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