Petplan Reviews 

Such a kind and compassionate company, I cant express how good they really are. Amazing

My dog was recently taken ill while we were on holiday and had to be rushed to the emergency vet for immediate treatment and care. She had to stay there for 2 days and so the bill was big! Petplan paid up really quickly and with no hassle. Thank you Petplan.

Whilst Petplan have paid a few, low value claims for my dog promptly, the renewal costs are simply beyond reasonable. The premium has increased 20% or more a year, every year for the past four years to over £77 a month now. This for an active 5 year old dog that has no health issues. There's no benefit to the "no premium increases for claiming" promise if it means "premium increases whether you claim or not". I also note that the cover limits haven't increased, so essentially you are paying more for less over time. My renewal quote for 2026 is 72% higher than it was in 2023, I have seen no rationale that explains this amount of increase especially when other insurers seem able to offer essentially the same (or higher) claim limits for less than half the price.

I have taken a Petplan insurance for my 10 week old cockapoo. I am just about to cancel the policy within the 14 day period. When the pup ( Dennis ) was 9 weeks old which was a week ago I took him to my local vet for his first vaccination. While I was there the vet asked me what his stools were like. I told him that they were soft but not diarrhoea or anything like that.The vet told me to try a fish based food rather than turkey based. This I did and the stools were instantly perfect & solid. Most pups when they go onto solids take a couple of weeks to adjust. This is not a pre existing condition. It’s just completely normal. When I looked at my insurance policy I saw that they are refusing to cover anything to do with gastric or stomach & are classing it as a pre existing condition. I’m sure that if they asked the famous vet they pay to advertise their insurance that he would agree with me. How can that be a pre existing condition. Even my Vet can’t believe it. It was just a general chat .
I wouldn’t have even mentioned it to my vet if he hadn’t asked. It would seem that Petplan are looking for reasons not to pay out even before you’ve taken out the policy. They charge a lot more than most insurance companies. And to make it even worse they are still charging me the same amount as I would pay for the full cover without the exclusion. So all I would say is be very wary what you say to your vet even as a general chat because Petplan will seize on it in a flash.
Before I cancel the insurance I have phoned the help line. The lady on there was equally surprised & said she will email them to see the response. I have heard nothing back from them for 3 days so I will give them until tomorrow to get in touch. I don’t usually put anything like this on here but I just thought it might help other people who take out an insurance policy with them to be very aware.

I took out an insurance policy for my new kitten, Indie, three years ago. It was the first time I have ever insured a pet and I certainly do not regret doing it. Indie turned out to have an inherent health problem which needed veterinary care on occasion and Petplan covered all the bills with the minimum of effort on my part. I had to pay the excess of course but had virtually nothing else to do because Petplan dealt with the vet directly. There was never any quibbling and each claim was paid without any fuss or bother. I would highly recommend this company.

They don't pay out for cremation or burial

I have just had the worst experience speaking to a lady at Petplan where I was checking my first cat was definitely insured as I’ve received NO paperwork and I was going to insure a second kitten I’ve just bought. I’m glad I phoned because I found out they had taken out TWO payments when it should have only been one. She made things far more confusing than they should have been AND THEN PUT THE PHONE DOWN ON ME! I can only hope for Petplan’s sake she was a trainee because she had no idea! That’s Petplan customer service for you. I have been with Petplan for over 17 years for both my previous cats but now I’m looking at other insurers, their customer service stinks!!!

Premiums very high considering the level of service provided

Have always had the security of having pet plan for 15 years now and has been a godsend. But was absolutely discusted to receive my new plan for the year ahead has gone up to a extra 13 pounds a month just because my cat has reached a older age. Considering how much ive paid into pet plan in all these years.yet if I was a new customer I'd get 10% discount .no loyalty what so ever

Leya at Petplan was not only extremely kind but also patient in helping me go through the breakdown of insurance payouts, item by item, when the veterinary practice refused to supply transparent invoices and was continuing to receive double payouts from both Pet plan and me. Her support was so highly supportive and appreciated when the vet bill demands continued yet without any provision of clear invoices. However, Leya provided a way for me to provide evidence to the vet practice that showed they had been in receipt of payment from both from the insurers and myself (which in total amounted to hundreds of pounds). This has been ongoing and stressful as my dog's health declines but the support of Petplan makes all the difference and indeed the only means to challenge the practice's lack of transparency. Thank you Leya.

**Forced to cancel by massively inflated yearly fees, despite good health**

They pay out BUT even though our two cats are now 15 and perfectly healthy and are indoor cats, the premiums now cost more than our Council Tax.
Better to save the £130 a month and accumulate the £1500 a year in an account and pay the vet fees as we go.
Great insurance for young healthy cats but as they get older, you will have every penny squeezed out of you by pet plan- no matter how healthy they are.

Five requests for one straightforward answer... and still no answer!

I have now asked the same specific question about my cat’s insurance policy five times.
Rather than answering it, I have repeatedly been sent new documents which still fail to address the actual question I asked. My complaint has even been acknowledged and yet, remarkably, the question at the centre of that complaint remains unanswered.

At this point, I am struggling to understand why nobody appears willing or able to give me a clear answer and put their name to it.

It leaves me questioning whether customer service staff have sufficient knowledge of the policies they are dealing with, whether my correspondence is simply not being read properly, or whether the company is reluctant to commit to an answer that may later affect its obligations under the policy.

For an insurance company, that is particularly concerning. Insurance relies on trust. If a customer cannot obtain a clear answer about what their policy actually means after asking five times, including through a complaint...how are they supposed to have confidence that the company will deal clearly and fairly with them when they need to make a claim?

I wasn't asking for anything unreasonable. I asked a specific question about my cat's policy and expected a specific answer.

Five attempts later, I am still waiting.

Perhaps the most frustrating aspect is how dismissive the entire experience feels. My emails are clearly being received and read, because I continue to receive responses and updated documents, yet the specific question I am asking is repeatedly ignored. After five attempts, that no longer feels like an oversight; it feels discourteous and remarkably dismissive of a paying customer.

No one at Petplan seems to be able to do their jobs. I keep getting asked for the same information which has been provided multiple times to the email they asked. I receive automated responses saying it’s been received so I know it’s not my end. I phoned to ask what was going on and they said they’d received it all ok and then lo and behold the next day another email asking for the same information. Useless company. Don’t care about animals at all.

Pet Expert Chat: What a waste of time! I informed Carrie B that my dog had accidentally been double-dosed his nightly medication. She made me go through a whole list of standard questions: Name, phone number, email, dog age, sex, are they breathing still etc. Just to tell me to ring my own vet! I contacted them as my vets is closed and I just wanted to know if I should skip the morning dose or not (and of course continue to monitor until then)?

If the helpline is staffed with vets, why can they not just tell me the same advice that ringing my own emergency vets would? Instead, I wasted 30 minutes to be told to "immediately" speak to a vet. I thought I was speaking to one?!

I really cannot see any value in this service except for time-wasting and worst-case, delaying urgent medical care (my first message was that the dog has double-dosed! So why spend ages going over all those standard Qs just to tell me to ask someone else...)

If I could give them no stars, I would. I changed my Pet insurance to them due to their reputation.

My vet advised that one of my rescue cats needed a few teeth out at the end of June. Thankfully Petplan covers dental work. Work done and then I get an email from my vet saying that Petplan have refused to pay and I need to pay. I haven’t heard anything from Petplan (now Mid Sept) nothing about turning down my claim, Nothing about the multiple emails asking for Clarification (or even telling me that they’ve turned down my claim).

I have been ghosted by my insurance company and given I don’t know what my cat is insured for, I’m now going to change all my cat and dog insurance to another insurer. It’s now with the Financial Services Onbudsman.

Paid £63 / month for YEARS. Cat has a leg injury, tried to claim and was told they wouldn't even cover the x-ray costs. So, completely pointless having the insurance. Have now cancelled policy and simply put the same money aside each month instead of paying Petplan. Absolute waste of time and money. Have paid them thousands!! And still not covered :(

I am incredibly frustrated with Petplan’s complete lack of communication. I submitted all the required documentation for my cat’s surgery claim weeks ago, and since then, it has been total radio silence. I have tried both calling and emailing multiple times, but no one will get back to me. In the meantime, I had to pay the massive vet bill out of pocket using my credit card, and it is now just sitting there racking up interest. It is completely unacceptable to ignore paying customers when they need the coverage they pay for. Please look into my claim immediately and provide an update

I put in a claim for my small dog(Patsy)and had a really good experience,and everything was dealt with very quickly very happy customer and pooch :)

We have 2 kittens which we got from a cat rescue charity and they came with 1 months free pet insurance from Petplan. One of the kittens has developed a skin rash within this free month of cover and we decided to extend the free policies for both kittens to avoid any argument should a trip to the vet be necessary.

I called Petplan's customer service to confirm this was all in order and that the insurance cover would be continuous and available should we need it and this was confirmed. We were sent two email quotes for differing amounts of cover which were discussed on the call.

The following day I clicked the link in the email for the level of cover we had decided on, filled in the direct debit, pressed the confirm button ......... a completely new policy was created which starts after the free policy ends and any pre-existing conditions will not be covered. The polar opposite to what was stated the day before.

The documentation from Petplan which we got from the cat charity in relation to the 1 month of free cover clearly states "Continue cover ..... simply call 0330 102 1622".

Luckily the rash on the kitten is not serious and I suspect the cost of treatment should it be required will not exceed the policy excess and Petplan will not receive any claim.

In conclusion I will be cancelling my "new" Petplan policy and looking elsewhere for pet insurance.

My whippet Willow is 14:5 yrs old & has Sarcoma ,after numerous treatments were now on the palliative care pathway, on top of this she’s now been diagnosed with Kidney disease . I’ve made a lot of claims throughout the last 3 yrs with the Sarcoma problem & never ,ever had a problem with them paying out ,the Kidney disease is relatively new & the second time I’ve made a claim for this illness ,Willow has to have bloods taken every 3months as well as urine testing & checking the Sarcoma site ,I made a claim 2 weeks ago ,I pay the vet the full amount & they then claim via Petplan for me .Today I had a Message from Petplan my claim is being paid in full minus the usual for percentage for her age .
I’ve been with Petplan for more than 30 yrs & never ever had any problems with them reimbursing me .
I have spoken to a few of the staff when required & found everyone of them very knowledgable ,patient ,understanding & compassionate . I’m an OAP now & when my beautiful Willow goes OTRB I won’t be having anymore animals but would like to thank PetPlan & every member of the team I’ve ever spoken to over the many years for their time ,expertise ,compassion & knowledge ,you don’t know how much you’ve helped me over these years .God bless & thank you .I can’t recommend you highly enough, 5 stars are not adequate .