Petplan Reviews 

They don't increase your premium for claiming on the policy which is decent, but it's the annual price hikes are insane. My 5 year old small crossbreed just had the quote from £70(!!) to £100 (!!!!) a month.

Co-Op pet insurance have offered less than half of the cost for 33% more coverage, up to £10k (!!).

Petplan are decent at paying out, hence why I put 3 stars, but the price increases have driven away a customer, especially during these financially tight times.

We took out insurance for our pet and when we went to the vets with our dog we was told she had cancer. The vet told me that it looked like she had it before our policy was taken out. Our dog had never shown any signs of being ill until a few days before we took her to the vets. The vet wanted to put her to sleep there and then and gave her 2 weeks to live this operation could have saved her life. All the vets cam do is provide pain relief to make her comfortable which every appointment and medication is coming out of our pocket because the insurance refused to pay out. We are currently on week 8 and she is still not showing any signs of slowing down or getting worse. This operation could have given her more years of life.

The vet spoke with petplan and then they said they wouldnt pay out for her surgery which was thousands of pounds. Due to her having it before we took out or policy.

How was we to know that she had this awful disease when she was still running around snd being herself until recently.

My partner is refusing to go back to work due to her needing constant care now and making sure she is ok. It is causing loads of distress and anxiety for our family.

They was still taking my money for the monthly cost after informing us they couldnt pay out.

My last review was removed. Due to unknown reasons

Would like to do a positive review as has had no issues previously. This time though wow.. service is completely shocking. I had a claim put through from my vets. PETPLAN refused it. I complained. Then spoke to my vets and they admitted a mistake and they resubmitted the claim. Petplan refuse to acknowledge and no matter how often I chase I never get a straight answer.
Will likely go down the ombudsman route..

We previously had pet insurance with M&S, but unfortunately our experience with them was incredibly frustrating.

They were painfully slow at handling our claim, followed by repeated requests for paperwork, receipts and invoices. Then came the scrutiny of every single charge, “Why did the vet prescribe X?”, “Why have they charged Y?”, “it says here “consumables £0.00 - we request a detailed breakdown of the consumable items”…..yep, they wanted a breakdown of consumables they hadn’t been charged for! It became exhausting. It took several months to finally get reimbursed.

As a result, we decided not to renew with M&S and went uninsured for several years.

Fast forward to recently, when we inherited a family member’s cat. She already had a number of health issues, which we knew wouldn’t be covered, but we decided it was still worth insuring her alongside our existing cat, just in case.

Eight months later, we came home to find her limping. It turned out she had damaged a ligament in her leg and needed surgery at a specialist.

The total cost so far? Around £4,000.

And this is where PetPlan have absolutely impressed us. Every single claim has been paid within five working days, without fuss, argument or complaint. This is despite our cat needing multiple follow up appointments after surgery because she became unwell.

Yes, PetPlan’s premiums are higher than some other providers. But in our experience, they actually pay out when you need them to, without making what is already a stressful situation even more stressful.

Looking back, insuring with PetPlan has probably been one of the best financial decisions we’ve made.

After our experience with M&S, I genuinely wish we’d made the switch sooner.

Lots on here complaining about the price of premiums. By all means, go to another provider who is 60% cheaper. But don’t be upset when that provider won’t payout and drags their feet for months while you’re out of pocket!

When it comes to insurance, you get what you pay for.

Pay out quickly and usually without a fuss. However, this current party line of "the cost of treating pets is higher than we’ve seen in previous years, so you’ll see your premium may have increased more than usual" to justify price hikes seems disingenuous considering the actual level of cover never increases accordingly.

UPDATE 24 AUGUST: Petplan has now responded publicly to this review with yet another generic response asking me to email another department and provide my policy details so they can “look into where the complaint is”.

This perfectly illustrates the problem.

Petplan already has my policy details. I have contacted them repeatedly, submitted formal complaints, have an Allianz Complaints handler (Zoey-Victoria) and complaint reference RSP/60232310, and have provided a detailed written chronology of the entire matter.

I should not have to contact yet another Petplan department to ask them to find out what is happening with a complaint that is already being investigated.

I don’t need another apology or another email address. I need Petplan/Allianz to answer my outstanding questions and resolve the complaint.

Meanwhile, my policy has already automatically renewed at the 20% higher premium.

Petplan’s public response unfortunately reinforces rather than addresses my criticism of their customer service.

Been with PetPlan for 3+ years I think now: Unfortunately as good as it was they increase the monthly cost year on year massively. I started around £40 something per month and when I left recently I was paying well over £100 per month which is awful for healthy dogs without any pre existing conditions.

To make it worse they are happy to boast right in your face that new customers can join for a fraction of the cost meeting the same requirements as loyal customers like me. If you're going to join I'd recommend only joining for 1 year and leaving ASAP. I've just switched to another insurance provider and I am much happier!

I thought I was buying peace of mind for when my cat needed a procedure (at a very high cost), but nothing further from the truth. My dental claim for my cat was rejected as, according to the terms and conditions, you are supposed to put through the claim when the first symptoms appear - my vet did not say my cat needed surgery when the condition was first spotted, they said my cat would need surgery in the future. I visited the vet recently and they recommended dental surgery, so I put through a claim, believing that after years and year of paying monthly and claiming nothing, finally I would get the benefit to my policy.

I really don't see the point in paying for a pet insurance when you have to be extremely careful to not miss a tiny detail, otherwise there is no cover. It feels like they are out to get you, instead of there to help you. Their policies are extremely unsympathetic and unfair.

Every year, their prices go up 20% yet cover stays the same. They told me other insurers Jack the prices up when I make a claim as a reason to stay. I pointed out they jack up the prices when I am yet to make a claim

⭐⭐⭐⭐⭐ Outstanding Customer Care –

Petplan should be incredibly proud to have someone like Vikki R representing them.

Our journey with Petplan certainly didn't have the smoothest of starts. I had genuine concerns about accessibility, communication and being able to navigate the claims process at a time when I was already under enormous pressure after my beloved CoCo went missing for 14 days.

But then Vikki became involved — and everything changed.

What stood out wasn't simply her professionalism. It was her empathy, patience, understanding and genuine humanity.

Vikki didn't make me feel like a difficult customer or just another complaint reference. She actually listened. She took the time to understand what had happened, recognised the accessibility difficulties I was experiencing, investigated the matter properly and then worked through everything with me until we reached a fair and reasonable outcome.

She personally helped remove barriers that shouldn't have been there in the first place, made sure my accessibility requirements were properly recorded, liaised with the veterinary practice, helped progress the claims and even took the time to recognise the enormous emotional impact of what had happened.

Most importantly, she didn't just tell me what Petplan couldn't do. She explained why, looked at what could be done, and treated me with respect throughout.

That's what exceptional customer service looks like.

Even where the policy couldn't cover everything, I came away feeling that my circumstances had genuinely been heard and considered. That's a huge difference.

Vikki demonstrated exactly what a customer-facing professional should be: caring, empathetic, knowledgeable, fair, patient and exceptionally professional.

If I could give more than five stars, I would.

Petplan — please make sure Vikki knows just how much of a credit she is to your organisation. She has shown me what Petplan can do when someone takes ownership and genuinely cares about the person behind the policy.

And after everything CoCo and I have been through...

CoCo is HOME. 🐈‍⬛❤️

And my friends, that is priceless.

Thank you, Vikki.
Thank you, Petplan.

🐾 5 Stars – absolutely deserved. ⭐⭐⭐⭐⭐

BM & CoCo
Cumbernauld.
G67.

#Petplan #CustomerService #FiveStars #CoCoIsHome #MoreThanJustACat

hello to everyone who reads this i would never recommend you ever take out any type of insurrance for your pets with pet plan. they took money from me for my dog cindy for 7 plus years and when she became ill had to have a opperation and on going treatment pet plan and there insurrance promissed to pay the bill messed me about for 5 months while still taking money from me then refused to pay the bill and just cancelled the policy without a word of warning. there adverts on tv are a lie and a scam to get you to sign up all they are interested in is your money they should not be allowed near animals and its a complete con with the insurrance to cheat pet owners out of money. i end up 7 plus years out of pocket paying into a policy and 1,575.00 pounds in vet for dogs bill. i took it to the ombudsmans sevice who judged in my favor told pet plan to pay the bill or refund my money the pay me 144 pounds that was all refused to pay either the dog bill or refund 7 years money and still to this day paid nothing more. my opinon on pet plan is if you love your pet like i did never pay into there policy as you could end up like me out of pocket. there are other pet insurrance companys who care about your pets, pet plan and there insurrance are only interested in money and i have said there adversts are a scam if you do sign up you be sorry

We have had a number of policies over the years for pets and most recently our 16.5 year old lab who sadly passed away. We had to leave a holiday early to come back and deal with things and lost money on the vacation. Pet Plan provided a refund, waived costs for the euthanasia and covered other costs. Of course premiums go up but i don't recall ever having an issue with a claim for treatment, ongoing medication and one offs. A true measure of a company who provide ls products that are often used at difficult snd upsetting times is them being human and empathetic when claiming. And Pet Plan you have this in heaps. Bravo.

I rang today to inform petplan that I had to put my cat to sleep.

The girl asked me if "I wanted to cancel the policy?"! !!!!!

Do petplan have the ability to bring pets back to life?
Do you need insurance for a DEAD pet?
Do petplan think that I should continue to pay them?

I'm disgusted with the attitude of the person that I spoke to.

Where is your compassion? Yes, maybe just a cat to you or more like another direct debit!

I look forward to an explanation!

My Petplan policy for my dog has increased nearly 20% this year going from £119 to £141pm which is absolutely ridiculous so after 16yrs of being with them there is no loyalty from them at all so i will be looking elsewhere!
How they can justify such an increase is shocking! They need to look out the window and realise that if every company increased premiums by 20% then there would be nothing left! Thought better of them, but looking at reviews I am not the only one!

Complete peace of mind with Petplan. I have had to make a claim a few time due to my dog having a problem with his back leg. Petplan have paid every claim without hesitation. Dealing with such a professional company has removed the stress from the situation which is a big plus when your pet is unwell. Sox our Cocker Spaniel is improving and hopefully continues to a full recovery, he sends his thanks

I have been with PetPlan with two cats for 8years. Recently, one suddenly went blind and was admitted as an emergency and needed extensive tests and treatment. Unfortunately, his condition was such that we lost him after a short period of time. I cannot fault PetPlan, the claims process was easy and stress free. They paid my claims promptly with zero fuss. Customer service was excellent and they were very compassionate. I received a card from them with some wild flower seeds to plant in his memory, which was such a lovely gesture. I really wouldn’t insure my pets with anyone else.

They made it easy to claim when my dog needed veterinary treatment recently. I've insured my dog with petplan for 2 years - it's the first claim I've needed to make and they were excellent. Not having to worry about paying a big vet bill meant I could just focus on caring for my dog - who's now fully recovered and full of beans!

My dog is nearly 13 around 4-5 years ago I had his teeth cleaned and paid for it myself. As advised by the vet as a result when he needed some urgent treatment for gingivitis that was causing really sore gums that were bothering him I claimed on his insurance with Petplan. They have settled with my vet apart from the excess and I am very happy. The vets admin staff put the claim in and it was stress free and very straightforward. Couldn’t be happier with the service I got. Could also track the claim online. I would highly recommend Petplan. It is worth paying for a decent insurance

I have a 1 year old dog who we have never had to claim for. Insurance went up to £60 per month after the first year when other insurers are providing the same cover for £20!! I called to discuss this and the call centre was so unhelpful - price is the price apparently. Terrible.

Mostly fine and better than others I've used but I had a surprise when my pet's illness spanned across the policy renewal. Despite being an existing loyal customer and it being the same illness, they refused to pay because the policy had renewed. Apparently you have to pay the excess again and since it was the last treatment it didn't go above the excess amount. So make sure your pet is ill towards the start of the policy I guess (as if we have a choice). I hate insurers.

I complained but petplan were unable to explain why benefit limits (where they pay) is per year, but excess (where I pay) is both per-year AND per-condition. The response I kept getting just explained how it works, not why it is that way. With no further information, I can only assume it is so that they don't have to pay out as often. Since it is an excess I expect this also wouldn't be covered in their figures about how often they pay out. As mentioned above, I hate insurers.