Petplan Reviews 

I feel completely and utterly let down by PetPlan on this occasion. I took out life long insurance the day after I brought my puppy home, for peace of mind. Within two weeks of opening my policy (the period in which the cover begins) my puppy had an upset stomach. Consequently, PetPlan deem this as a reason to exclude anything gastrointestinal and digestive related from my policy. I am in complete disbelief that an upset stomach, having left his Mum, new home, new sights, new family, new smells, crate training and being left alone from his Mum and siblings, can be called a pre existing condition.
I then needed to make a gastro intestinal claim when my cover had started, unrelated to his earlier upset stomach caused by his huge life change and PetPlan are now saying they won’t cover this. Because a puppy who had an upset tummy in his new environment is now a pre-existing condition. Since when is stress caused by a huge change in his life a pre existing condition?! I checked with my vet before making the gastrointestinal claim and they too said that the earlier upset stomach is unrelated to his new gastrointestinal issue as it’s perfectly normal for a puppy to experience an upset tummy after being parted from it’s Mum and everything if has ever known into a new environment. There is no option to appeal this decision, despite my vet saying they would gladly write an accompanying letter stating that his initial upset tummy was related to his new environment and that his notes state it had cleared up before his new gastrointestinal intestinal issue began. To then add insult, I didn’t hear about the outcome of the claim until I had updated paperwork through, excluding anything gastrointestinal and digestive. I didn’t even know the outcome so had to chase this up.
I have a life long claim that now excludes anything gastrointestinal and digestive intestinal and digestive related because my puppy had an upset tummy after a significant change in his life. Apparently this constitutes as a pre existing life long condition. I’m angry, hurt, disappointed and now incredibly anxious that my puppy has this exclusion on his policy. I went for life long to make sure if he did develop anything that required life long treatment, that it would be covered. What do I do now?! If he suddenly got a life long gastro illness, he is now not covered because he had an upset tummy as a puppy in his new home environment, during the Christmas period, I might add which naturally adds more stress in the form of decorations, smells, family visiting and general festivities. I find this completely unreasonable. I am at a complete loss and have lost my trust. Now I feel conned into staying with them because if I leave, his new gastric intestinal issues will be a pre existing condition with a new company. I’m trapped, anxious and completely let down.

Petplan are understanding and the lifetime policy for Maverick and Maisie gives us piece of mind . Petplan payout and offer a smooth process getting from vets fees to reimbursement . Well done Petplan and thank you .

I had to ring pet plans customer today to tell them I had my dog put to sleep yesterday the complete lack of empathy was shocking just a sorry. I have been with pet plan for over 25 years and when I had to inform them when my other dog was put to sleep 14 years ago they were so supportive and kind. I am seriously considering if I get another dog to go else where.

Petplan are easy to get into contact with and quick to respond.

I joined Petplan in 2024, at the time my then 4 year old dog was intact and had an pre-existing umbilical hernia. This was understandably not covered under my lifetime plan but was eligible to be reassessed if it was surgically corrected or healed on its own.

Sept 2025 my dog was spayed and her hernia was successfully corrected, I contacted PetPlan 7 months later to inform them and update her records. Only one day after petplan received my vets documentation they agreed to edit her insurance and removed the hernia as a pre-existing condition, my dog now has no listed preexisting conditions.

This month I discovered a lump in my dogs mouth, I used Petplan expert chat (P.E.C) and spoke to someone within a couple minutes, it was recommended to contact my vet within 24 hours. I went to the vet the same day and the lump had grown, the vet and I agreed to have a biopsy the following morning. 4 days after the biopsy and 3 days after my vet created a reimbursement claim for me Petplan fully approved the bill. Petplan covered £423.49 out of £533.49 (£110 excess).

This is the best outcome and I'm so happy with how quick and efficient petplan have been in all situations.

The claim form was easy to fill in and was good that Petplan dealt directly with the vet re treatment of my cat
Which made it easy and stress free .
I dealt with them for the cost of my cat and they were so kind and helpful for my loss as he was only six months old

No fuss, good comms, clear understanding, paid out quickly.

I've been with Pet plan for a number of years and have never had a problem with any of my claims,the staff are always polite and helpful

I have insured all of my dogs with Petplan since 1998 and would only consider them for insurance. Only once did I feel they settled a claim inappropriately but that was many years ago and not significant.
Whilst not the cheapest, their ‘cover for life’ represents good value for money and they never walk away from that commitment in the premiums they charge or the claims they pay. They provide me with the peace of mind for me and my dogs and am not aware of any other supplier who has this track record.
Over the years I have heard many stories where other insurers increase premiums to a level that owners have no choice but to cancel or exclude conditions or introduce excesses that leave a pet lover inadequately covered.
Their processes are also very efficient which means you don’t have any hassle at all time when your pet is unwell.
I am not one to write reviews but felt obliged to share my positive experience.

We insured our Siberian Husky with Petplan from puppyhood because we trusted their reputation and believed we were choosing the best protection possible for our pets.

Sadly, our experience has been extremely distressing.

As a puppy, our husky had a mild cosmetic valgus observation which was assessed by Fitzpatrick Referrals, where a European orthopaedic specialist confirmed there was no clinical disease, no pain, no functional abnormality, and described him as a “NORMAL dog” with a purely cosmetic issue.

He then remained fully active for approximately 9.5 years with no treatment, medication, or symptoms relating to this historic observation.

Before proceeding with expensive stem cell treatment in 2025 for new age-related conditions including arthritis and spondylosis, we specifically contacted Petplan multiple times to clarify whether any exclusions existed.

We were informed in writing:
“There are no exclusions… we missed to place it and won’t be adding one.”

We relied on these reassurances before proceeding with treatment costing thousands of pounds.

Despite this, the claim was later declined and exclusions were subsequently added through what was described as a mid-term policy adjustment almost 10 years after the policy began.

What has been most upsetting is not only the financial impact, but the emotional distress caused while trying to secure treatment for a much-loved family dog.

We are now pursuing the matter formally due to concerns regarding contradictory information, policy handling, and the consideration given to specialist veterinary evidence.

We strongly encourage pet owners to carefully review their policies and obtain written clarification regarding exclusions, even where none appear on renewal documents.

We currently insure two dogs with Petplan at considerable monthly cost, but based on our experience, we no longer feel the service reflects the reputation of the company we originally trusted.

Appalling. We took a rescue dog with an enlarged prostate. He came with one month insurance which we extended due to Petplans reputation. Turned out it was more than an enlarged prostate and we spent £3,000 on vet fees and then had to gave the dog put down. We told petplan when the treatment started and they said we were covered. Now they are refusing to pay because the condition was "preexisting". Total waste of money. Typical shyster insurance company just want your money then wriggle out of paying.

Non nonsense, easy to claim, great communication and quick response. Only wish O could change my older dog to Petplan too.

I have been with Pet Plan since 1981. Some ppl say they are are expensive but you get what you pay for and Pet Plan always deliver. I have peace of mind and they are always ready with advice. They are the best.

I have now made 2 claims for the same problem with my dog. Petplan is the only insurance company my vet deals with directly which makes life easier at a worrying time. The claim was quickly paid on both occasions. Petplan offers peace of mind as the treatment was not straightforward.

I feel that Petplan insurance is value for money. They are good at keeping me updated regarding my claim. The claim is paid promptly, minus the excess fee, which in my opinion is very reasonable.
I would recommend this pet insurance company.

No hassels, claim is put in via the vets, emails received saying its being processed, claim approved, money paid into account. Can't complain, service is great

Pet Plan is easy to use and response times are great. They make claiming easy and although they may cost a bit more, the service is excellent and worth every penny.

Thanks Pet Plan!

My fur baby is 15 this year, I have always been with pet plan from the beginning and found them to quick and easy to deal with, and lovely on the phone too this makes an already stressful situation that little bit easier knowing everything is in hand, I wouldn't use anyone else, thank you👌 

I have been very concerned about my cat’s condition and having her ongoing treatment completely covered and settled by you, directly with the vet, takes any further worry off our shoulders. PetPlan has always been there for our pet to support whatever she needs.

Their claims and appeal process is deceiving and they are not on your side. Do not listen when they say you will have multiple opportunities to liaise with them on your claim.

They only reviewed our claim 3 weeks after submission, only to then let us know that we’re only allowed 8 weeks total including the 3 it took for a response. Our case worker also only worked 3 days a week, meaning our time to discuss was non existent. They assured me we would have multiple opportunities to submit new evidence and to question/ counter argue any decisions made by their team, however this isn’t true.

After we submitted evidence the first time it was radio silence from them until I followed up and they then suddenly decided to tell me the underwriters had made their final decision and we couldn’t take that further. They did the same when they spoke to their in-house vets, after assuring me we would be able to go back and forth.

They also tried to claim that our cats heart disease was a symptom of gut issues, and have now used it as a scapegoat to not treat him for either. They then also conveniently left these statements and claims and anything to do with his heart disease off the final decision documents, probably to cover any potential backlash.

I would never recommend their service to any family or friends and would urge you to stay away. We have contacted the financial ombudsman and have never felt more dissatisfied by any customer service, communication or company.

If you love your pet, don’t trust petplan.

If you take your dog abroad beware there is no 3rd party cover.
I have given one star because there is no option to get 3rd party insurance for travel to EU and EEA. I have spoke to the sales team on a number of occasions but there is no help. Such a shame as your insurance is good but this a big problem now dogs trust no long provide this.
Update. Petplan has just been mentioned again on a very popular Facebook page about pet travel. Yet another of your policyholders who has just seen your 3rd party is only UK.
You say cover for 90 days but miss off the 3rd party!