Terrible experience. I adopted a kitten from cat protection with 4 weeks free insurance. Unfortunately after 3 days, the kitten developed conjunctivitis and your insurance company claimed it was a...
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Gigi
Petplan
3 months ago
Hi,
Thank you for your review, I'm glad to hear that you were happy with our service, but I'm sorry to hear of your recent claims experience with us. Your kitten's eye condition was treated before the 4 weeks free insurance was set up and as per our T&Cs we don't cover claims for conditions that were noticed before the cover started. I've logged your review as feedback but if you'd like to discuss this further, please email us at social@petplan.co.uk with your issue, policy/claim number and pet's name.
Thanks, Gigi - The Customer Service Team
The tiniest small print meant i wasn’t covered. I had to elderly rescue cats from CPL which came with 4 weeks cover, cost me a fortune so far i n special food etc and one cat has bad tummy , £102 vet...
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Gigi
Petplan
4 months ago
Hi Ann,
Thank you for your review. The excess is the first part of a claim that a policyholder makes for us to reimburse any claim payments and your claims didn't reach the excess so it wasn't paid out. We appreciate your thoughts and have logged this as feedback.
Thanks, Gigi - The Customer Service Team
Eventually got the claim money back! Did take persistent but it did pay out! I’ve now signed up for my pets insurance ( I recently had free puppy insurance with pet plan from the breeder)
The claims process is very frustrating. Total lack of communication or useless text messages that tell you the same thing. They have your email address and telephone number so use these to...
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Rebecca
Petplan
5 months ago
Hi,
I'm sorry to hear you're unhappy with the communications for your claim. I will pass feedback on regarding the SMS communications so we can improve these in the future.
Thanks, Becky - The Petplan Team
Paid out 1st part of a 3 month treatment, then declined to payout thereafter
Alison
Petplan
6 months ago
Hi,
If you need further details or help regarding your claim please email social@petplan.co.uk with your policy number and we can take a look at this for you.
Thanks, Alison - The Customer Service Team
I was impressed by the work which was done both by Petplan and the vets practice involved in my recent claim. At a stressful time when one's pet is ill, it is very reassuring to be able to...
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