Petplan Reviews 

I moved to the UK in April and registered my dog for PetPlan insurance. I made a claim on 05/05/26. They say they process within 5 days; in this case they needed more information from a previous vet (fair enough), which was submitted on the 13th of May. I waited the 5 days, and on the 19th of May I requested an update. I was told someone would be in contact within 2 business days...nothing. I submitted another request and sent them an email on the 27th of May. It is now the 1st of June, and I still have heard nothing.

Update: I emailed social (why the social team is more responsive than the claims team is questionable) and got a response within a couple of hours basically saying they escalated it. I got a response 24 hours later saying that they are classifying the claim as an illness rather than an injury and so it isn't covered. I'm unsure how a torn CCL which is an acute injury that happened while I watched is classified as an illness, but I will be canceling my insurance with Petplan ASAP as it is now a preexisting condition for any pet insurance, and I don't want to give them any more of my money.

I wouldn't recommend it to no one .

Obfuscating claims process and expected claims limitation. The expected amount of claim paid out reduced by 20% rather than the policy excess which would have been nominally 10%.

Advise caution when purchasing - Petplan seem likely to pay out claims, but expect your final payment to have a reduction beyond the excess and a system designed to make claiming more difficult and less transparent than it could be.

Anecdotally, my premiums have risen 147% in 8 years with no claims. A 26% rise in the last year, with no claims. I expect these premiums to rise now by an even larger increase next year due to my first claim.

One of the best pet insurance.no hassle no worries

Absolutely disgraceful experience with Petplan. They proudly advertise dental cover to attract customers, but when you actually need help, they hide behind exclusions and technicalities to avoid paying out.

My cat was diagnosed with gingivitis and dental disease after a routine check-up. Prior to this, there had been no diagnosed dental problems. I reasonably believed the treatment would be covered under the policy I have been paying expensive monthly premiums for. Instead, the claim was rejected because my cat was not receiving annual dental check-ups — a condition that was never properly highlighted when the policy was sold.

What is the point of advertising dental cover if it becomes effectively useless unless owners are paying for ongoing annual dental plans on top of insurance premiums? It feels deliberately misleading and designed to give customers a false sense of security until they actually try to make a claim.

The customer service was equally appalling. The adviser I spoke to was cold, dismissive and completely lacking in empathy. I was repeatedly told there was “nothing they could do” and made to feel like an inconvenience for questioning why my claim had been rejected. There was no attempt to help, explain the situation properly or show any understanding that my cat is now left in pain while I face a large unexpected bill.

The most damaging part is that this diagnosis is now considered a pre-existing condition, meaning no other insurer will cover it going forward. So after years of paying premiums in good faith, I am left with no meaningful support when it actually matters.

Petplan market themselves as a premium, trustworthy insurer, but my experience has been the complete opposite. I feel completely misled, unsupported and taken advantage of. Pet owners should read the small print around dental exclusions extremely carefully before trusting that “dental cover” actually means what they think it does.

I have been with petplan since my dog was a puppy he is now 16. I recently made a claim for the very first time in all these years for an ear infection and skin allergy they refused to pay stating that as the ears and skin are related they will not cover. Every year the amount has gone up for the insurance regardless of never having made a claim. I would advise any pet owner to look elsewhere for insurance as Petplan don't care and just want your money. At this point my insurance is £70 a month for what?

I've been with Petplan for over a decade. The insurance for my cat was £30 two years ago. It's now £64. This should be criminal. What a predatory organisation. Never again.

Sadly our 3 year old poodle became suddenly paralysed out of the blue and despite all the attention of our excellent independent vets practice and their referral to a specialist surgeon vet, nothing could be done for her, and we lost her.
We made a claim with PetPlan online which was so very easy, simple and quick to do. In less than 3 weeks we received a full refund of our paid vet’s fees (less the excess of course).
We were amazed to be honest.
PetPlan were very efficient and also sent a kind condolence email. They have also refunded our latest monthly insurance payment and cancelled the policy.
Highly, highly recommended!
When we eventually feel able to have another dog there is no question we’d go with PetPlan.

Having a very poorly dog that needed urgent surgery was very stressful personally and worrying financially. PetPlan settled the claim without any fuss, leaving me to concentrate on my dogs recovery. Great service and very reasonable premiums. Highly recommended.

Loyal customer penalized with unjustifiable 20% annual price hikes

I have been a loyal policyholder for many years and have never made a single claim. Despite this flawless history, my renewal just came through with yet another massive 20% price increase.

To put this into perspective, national inflation is currently hovering around 3%. Yet, year after year, this company seems determined to push through the absolute maximum premium hikes they can get away with. It is incredibly frustrating to feel like responsible, long-term customers who never cost the company a penny are simply being used to subsidize others.

I am leaving this review so that potential new customers know exactly what to expect come renewal time: aggressive, far-above-inflation price hikes, completely regardless of your loyalty or zero-claim history.

I would welcome someone from management to actually reach out and explain how they justify a 20% hike for a zero-claim customer. Until then, I will be actively shopping around for a provider that doesn't punish loyalty.

update: they been in contact via complaint i rised. No resolution or propoer explanation based on any data, they just increases prices and that is it. So be carefull as pricess will increase 20-30% every year. So by the time your pet get older you will be paying a fortune.

Not happy. I insured my Pomeranian with Pet Plan for 7 years. They are expensive but I felt confident in their cover and stayed a loyal customer. However, I then became homeless due to domestic abuse and was unable to have my dog in the homeless accomodation. My dog went to Dogs Trust through the freedom project. This was a temporary foster plan until I got housed. I rang Pet Plan and had to cancel my insurance as they cannot cover dogs on foster care. I was told I could reinstate my policy when he returned. HOWEVER this has not been the case. I have to start a new policy which means he wouldn't be covered for anything previous. It's very upsetting as he's now an 8 year old dog and I had my cover for 7 years and I feel completely left in the dark. I'm having to shop around now as Pet Plan is expensive anyway and all the time I spent with Pet Plan has been for nothing. I'm being penalised because I was HOMELESS because of DOMESTIC ABUSE.

We’ve only been with Petplan for a few months but unfortunately, our puppy needed surgery at just five months old. Petplan were brilliant, didn’t quibble and paid the vet directly without any fuss whatsoever.
Would highly recommend.

We have just switched insurers to another highly rated company. Why?
1. We had insured one if our previous cats for 10 years, paying a premium price for £4000 cover. When one developed diabetes the claims were slow, excess high and our vet did not do the pay directly scheme. Our cat passed away and due to the lower policy amount we paid for insulin prescriptions anyway.
2. The policy is just not good value for money. Another reputable insurer insured us for almost a third of the cost of the Petplan policy, for £7000 of cover and fewer exclusions. The excess is less too.
Sorry Petplan

Pet plan have been wonderful. I have had to claim many times recently due to my 8 year old dog developing cancer and Pet plan have paid every claim without hesitation. I would recommend this company to anyone.

Paying £80 a month for my 16 month old cockapoo then they don't pay out for an ear infection!!! I only went with pet plan as the vet advised me too,well never again.Now have a £188 vet bill on top of £80 a month insurance. I have had to cancel insurance now and have to re-home my pet thanks so much NOT

In my experience always very efficient in processing and paying any claim.

I find that Pet Plan is the best insurer for my dog. They have always been helpful, courteous and considerate to my claim(s). I took out the policy for Life Cover as my dog is not just a "dog" but he is family.

Pet Plan deal with claims very promptly and keep you informed throughout.

Prompt straight forward, polite, quick and caring response. They do what it says on the tin!

Petplan are an absolute life saver for us! They have been excellent in communication and paying our claims, seriously don't know how we would manage without petplan. Worth every penny and so quick and easy to sign up in the beginning. Been with petplan for 8 years now and never looked to move anywhere else.. thank you so much petplan for your amazing support

Hassle free claims process.
A very friendly and professional service.