Petplan Reviews 

A follow on a review I did on Pet plan in May about my Cat who had a ulcer on her left eye in March 2025 which was cleared up and Pet plan not only excluded Ulcers on my renewal but decided to exclude everything to do with both eyes which I didn't find out until after renewing my policy because I never read the policy and only looked at the price
Not only did Pet plan exclude anything to do with Eyes but also increased my payment for the new renewal policy
Apparently less cover bigger price
Seems to me Pet Plan have it both ways
Anyway as expected my complaint to thee company took about 6 weeks too say that there is nothing I can do about it and if I got
Letter from the vet I used that cleared up the ulcer to say that the Ulcer had nothing to do with what the Cat has now which is Glaucoma then they would think about it
First of all to get a report from the Vet would mean them doing tests plus them writing a report would cost a lot of money just to get a answer I know that will be the same as they gave me on my complaint
First of all I think it should be up to the insurance company to pay for a test and report if they are excluding something if there isn't a 100% certainy that a Ulcer has caused the glaucoma to my Cat
Many Cats get Glaucoma without having a Ulcer on their eye
Then there is the question why are they excluding everything to do with both eyes when there are a lot more conditions that my Cat can get not anything to do with ulcers or be in a accident and damage her eyes
I don't think a lot of customers realise that there are other parts of a Pets body that Pet Plan Exclude everything when they have a problem with that body part
Instead of writing some body parts can be completely excluded
Perhaps they would let people know what parts of the body they are talking about
I have asked for this information and have yet to get a answer on here or when speaking with them
I would ask this question before taking out a policy and not be shocked like I was. Plus if you are renewing a policy
You might still go ahead but unlike me you will know
Also I was told that if I had taken out a Life plan instead of the only one I could take out because of my cats age I wouldn't have this trouble
I then asked do you mean that the exclusion wouldnt have been put on the policy
So I said do you mean everything to do with Eyes wouldn't have been put on my policy if I had a Live plan
He said I never said that which made me think perhaps the Ulcer on the eye would have been covered but nothing that may cause
Perhaps someone can write me a reply giving me the answer on my queries and not keep saying Sorry get in touch with social@petplan
Anyway there is nothing I can do regarding my issue
But please be careful when taking out a policy with this company and check you are completely getting and ask them which parts of the body do they exclude everything on when there is a condition on it
Reply to Pet plan reply
You say premiums go up because Vet bills have increased
Again your answer dosn't make sense as although you say that's why you increase premiums if that's the case why didn't my Limit of the amount I can claim per policy which was £3000 last year and yet you increased my premium and yet the Limit still stayed at £3000 plus as you excluded anything to do with Eyes that again Limited what I could claim for
So I really can't see how you can give that's a reason to increase the premium cost
Also you say a ulcer can lead to a lot of other problems to the eye
Yes there are problems but usually there are signs within a year
There are also a lot more conditions a Cat get get in their eyes even that they have never had a Ulcer on their eye
They can also get Glaucoma without having ever had a ulcer on a eye
It seems that any condition a pet can get on a part of their body which could lead to 3 or 4 other conditions but not 20 other condition that they may get you can just exclude every condition they may get on that part of the body
May I also remind you that you excluded both eyes
Plus you excluding both eyes means that anyother pet insurance company will do the same
As I said my two policies for my cats have been cancelled with you
I just think you are not clear enough on your policies on what body parts are you likely to exclude every other conditions because of a condition they get
To me a Cat getting Glaucoma because of having a Ulcer on a eye a year earlier is not a 100% Certain when many Cats get Glaucoma without ever having a Ulcer
So if you would like to show me something different on what I'm saying about Cats can't get Glaucoma unless they have had a Ulcer or they can't get more conditions not having a Ulcer then having had one I would be interested

Again I will Mention that a Cat c

Classed my cane corso dog as high risk and flat out refused to insure us.
They may try and monopolise the whole pet industry along with monopolising the feed and veterinarian industry.But can they decide to create their own dangerous dog list.I thought that was what The kennel club advisory and members of parliament was for,not by some predatory aquisition megalomaniacs.I suppose they can buy a few politicians with their Spurious business model..
A real empathetic vet (a James Herriot) will be a thing of the past assigned to the history books.
Vets will be like car mechanics,if you can't pay a our extortionate repair cost with your car in bits...Walk!...
Not one person I know with petplan are happy being stiffed annually.!!

Thank you for approving my claim for Betsy she suffers with ear infections and it really is something less to worry about, very good customer service

The company is just pure evil.

I was going through some very though times while my cat got sick and unfortunately vets were not able to save him

I agreed to the treatments knowing I have insurance ( normally I wouldn't be able to afford it ).

They straight up refused paying it as apparently their policy doesn't cover numerous conditions, however my cat never got a proper diagnosis and refusal was only based on vet report.

I cannot fault Petplan for the speed with which claims are settled. On the one occasion I needed to make a relatively small claim, it was processed and paid very quickly.

However, I have serious concerns about premium increases. In 2025 my premium rose by 17%, followed by a further increase of almost 20% in 2026. As a result, the premium has increased by around 40% over the last two years.

Over the same period, UK CPI inflation was just under 6%. While some increase is expected, rises of this magnitude are difficult to understand and make it increasingly hard to regard the policy as good value for money.

My dog is a healthy breed with limited claims history, so the scale of these increases is also difficult to reconcile with the level of risk being insured.

While I appreciate that many factors influence pricing, the scale of the recent increases is difficult to understand from a customer perspective and has significantly affected the perceived value of the policy.

Overall, despite good claims handling, the level of premium increases makes it increasingly difficult to justify the policy in value terms.

I received my renewal for my pet insurance, and of course the price has increased. Like with all other insurance we have in our daily lives (car, home, technology, etc) I shopped around for comparisons and called Petplan to discuss matching these prices.
Their flat response was 'we don't discount/we don't price match'.

In essence, they hold you hostage by your emotions to renew with them for fear of losing pre-existing medical conditions if you swap to another provider. This gives them carte blanche to do what they want with premiums year after year.

I'm honestly disgusted at how this company markets itself and then the reality of being insured by them.

Once I can confirm the pre-existing conditions can be covered elsewhere, I'll be leaving them, but for now I'm not risking my pet's health so they have me right where they want me - with my money in their account.

I have been with Petplan for many many years but they have just increased the premiums by way over the rate of inflation. I am not alone in noticing this. You are in an invidious position as your pet gets older but I really feel they are exploiting people. When I make a claim it’s good service but can’t help but think they are trying to price people with cover for life out of the market, having taken premiums for years with no claim . Disgraceful.

We have been with Petplan for the entirety of our dog's life that being 11.5 years.
He had terrible allergies and that required many specialist appointments and medicines and a regular vaccine. He was last year diagnosed with prostate cancer. He lived a year longer than expected but sadly we had to put him down last month. Over this long time Petplan has been covering all the bills and fully paid for his euthanasia not charging an excess. Of course his premiums rose but we couldn't have afforded these bills without petplan insurance. Thanks so much for your service in supporting our dog Rufus the Welsh terrier over these many years. Would use you again.

Petplan claim not to have received emails when I received the auto response - same forms and invoices being sent multiple times - more recent part of the claim paid out before earlier ones - baffled at the all the 5 star reviews - every dealing I have had has been hard work - right down to having to chase euthanasia costs - far from ideal

I have been with Petplan for many years. Fortunately my dogs during this period have been pretty healthy and I have only needed their assistance on a couple of occasions. Both times my claims were paid without fuss. My current dog is now too old to undergo major surgery so I have cancelled my policy. Again no fuss. Today I received an e-mail saying they were returning my last payment to my bank. An excellent company.

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.