Review Time
I have been a customer of Petplan for five years and insured multiple pets with them. Until recently, I had every intention of remaining a loyal customer.
Earlier this month, I had to make the devastating decision to euthanise my young cat after she was unexpectedly diagnosed with a congenital heart condition. Up until her final hours she had been in good spirits, so this was a complete shock.
The claim submitted related to euthanasia costs only. The cost was less than the annual premium I had paid. I even made it clear during my call that I was willing to cover the vet charges myself. The claim was originally left with the insurer at the suggestion of the vet, who advised they would contact me if there were any issues.
Instead of a compassionate explanation, I was told during a call that I had acted “recklessly” and the conversation implied potential fraud concerns. I was also warned that my details could be shared in a way that might impact future insurance applications.
To be spoken to like this while arranging to collect my cat’s ashes was deeply upsetting. If the policy did not cover certain elements (such as cremation), that should simply have been explained and declined clearly. Accusations or insinuations of dishonesty were unnecessary and distressing.
I had always paid premiums on time and even paid for minor previous vet visits privately without claiming. There was never any attempt to gain financially.
I am sharing this so other pet owners are aware of how sensitive claims can be handled. Losing a pet is traumatic enough without feeling accused or threatened during the process.
I hope Petplan reviews its training and approach when dealing with bereavement-related claims, because empathy and clarity matter.
I have been a customer of Petplan for five years and insured multiple pets with them. Until recently, I had every intention of remaining a loyal customer.Earlier this month, I had to make the devastating decision to euthanise my young cat after she was unexpectedly diagnosed with a congenital heart condition. Up until her final hours she had been in good spirits, so this was a complete shock.The claim submitted related to euthanasia costs only. The cost was less than the annual premium I had paid. I even made it clear during my call that I was willing to cover the vet charges myself. The claim was originally left with the insurer at the suggestion of the vet, who advised they would contact me if there were any issues.Instead of a compassionate explanation, I was told during a call that I had acted “recklessly” and the conversation implied potential fraud concerns. I was also warned that my details could be shared in a way that might impact future insurance applications.To be spoken to like this while arranging to collect my cat’s ashes was deeply upsetting. If the policy did not cover certain elements (such as cremation), that should simply have been explained and declined clearly. Accusations or insinuations of dishonesty were unnecessary and distressing.I had always paid premiums on time and even paid for minor previous vet visits privately without claiming. There was never any attempt to gain financially.I am sharing this so other pet owners are aware of how sensitive claims can be handled. Losing a pet is traumatic enough without feeling accused or threatened during the process.I hope Petplan reviews its training and approach when dealing with bereavement-related claims, because empathy and clarity matter.
Having never made a claim in 7 years for my house rabbit, he suddenly (as rabbits can do) became very unwell. The course of a 3 night stay in the vets with scans, treatments, diagnostics left a bill of over £2900. I forwarded my vets a copy of the policy on the night of admission and the direct pay had been authorised upon discharge with me having £72 to pay. The receptionist told me that lots of people cancel their insurance if they haven’t made a claim within the first couple of years - I’m so pleased I maintained my policy and it means that no matter what the future outcome, I know I have done everything I possibly can for my bunny, and the seamless service from PetPlan made what was an incredibly stressful and upsetting time significantly easier. Thank you to PetPlan!
After paying petplan for my cat for 15 years (which is now at a monthly fee of £79!!) the very first claim I made which is for dental treatment (£600-800) is rejected because he doesn't have dental history spanning the last two years. This also took over a month for the pre-authorsiation team to let me know whilst my cat is suffering. There is no compassion or customer loyalty here whatsoever. I feel completely let down
Stuck in a loop in their customer service system with multiple people/AIs replying to the same email without looking at what has already been discussed. Took too long to finally get a straight answer on an issue of supposedly missing vet history. Claim is now resolved but still getting new responses to old emails! Premium and excess are both high so considering just opening a savings account for future vet bills!
My dogs have been insured since I got them in 2016, I have just had my renewal from £99 pcm to £113 pm. I never make claims because they increase when I do. My girl dog got admitted to Northwest Veterinary Health care hospital with inflammation/infection and increased white blood cells and a mass cranial to her kidney. Petplan refused to pay straight away saying she has has this problem before which is not true and that it's coughing and respiratory which this is the first time Mia has had this. I just feel so let down because when I signed up I had the best cover as mia and Alfie have got older their cover has decreased. I now owe a bill for £4,315 which is unfair i pay so much a month. So payplan is happy to take money and not pay for vet bills shame on you petplan you are a disgrace and im going to fight this to the end
My daughter inn law took out insurance for her dog with this company. Since taking it out her dog has been diagnosed with bladder issues and needs surgery. She has been in touch with pet plan and been told that her dog isn’t covered for the operation. She wishes that she didn’t go with them but because it’s now an ongoing problem she can’t change company’s The operation is going to be very expensive. She is still trying to get it covered by them. She thought she was going with a very pet rated company now wishes that she hadn’t. Avoid at all costs and double check what you are covered for
This company rips people off.Have had my dog insured with them for 14 years without makin a claim. Now my dog has arthritis and needs monthly injections to control her pain.They paid the 1st few months and I had to pay the 20% excess, which was ok. However because I'm now entering a new policy year they want me to pay an extra excess of £115 before they restart paying my claims and yes still taking 20% of the claim as well. The government don't care, they give permission to these companies to rip us off.Its high time these insurance companies sorted and their policies reviewed by an independent adjuster.Over the years I have paid them in the region of £14,000 and now they just want more and more money from me. It will be cheaper for me to pay for my dog's treatment myself so I won't be bothering with any insurance again ever.
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