Pet Plan Insurance

[WaitingforSummer77]

I'm setting up a new insurance policy for my cat.

I decided to go with Pet Plan, but I'm now having second thoughts and just wondered what other peoples experiences with them are.

The reason for my hesitation is that following my quote I needed to phone them due to my cats pre-existing conditions. Thats shouldn't be a problem, but I've just had some difficulty with it....

The call centre seems to be based abroad. The call handler couldn't understand me when I read out the quote reference number and I had to keep repeating it. There was a lot of noise in the background. The call handler was really slow to speak after answering the call. It all seemed really unprofessional and potentially stressful if trying to make a claim in the future.

I'm really surprised as Pet Plan has excellent reviews. Has anyone had any recent experience with Pet Plan? Is this experience typical?

Thanks!

I've also tried using the online chat, but it's a bot and there is no option to chat with a human. Very frustrating!

My son has his Siamese cats with them and I’m authorised to deal with them for him and I’ve never had an issue . I did an online chat about his payment this year and I’m sure it was with a person , but he was called Dinesh so possibly offshore . They do pay out very promptly and without any bother .

I once had a claim with them and the vets treatment for my cat fell either side of the annual renewal date. I was charged 2 lots of policy excess fees, even though it was an ongoing claim. Unfortunately its in their T&C's.

I've always found them very helpful. I had to have my dog put down recently and they were very sympathetic and understanding as well.

Two of my cats are insured by Pet Plan, and they have always been really good, but I last phoned the call centre about 4 years ago.

Since then all contact has been online (and very easy). A few weeks ago I had to put in a claim for one of my cats, I completed and sent the claim form online, PetPlan updated me twice by email, and the claim was paid within ten days. So the claims process was super easy with no need to speak to anyone.

My other two cats are insured with Agria (simply because that is who their breeder initially set up the insurance with) and I've always found them very easy to deal with. You could try them for comparison.

https://www.agriapet.co.uk/

Having said that, I had to speak to my car insurance company a few days ago, they are based locally and there was an annoying amount of background 'chatter' and it was slightly difficult to hear them, possibly that is par for the course with many companies now.

My cat has been insured with them for just over 13 years. They've always been really good at paying out quickly and with no problems. It's a long time since I've had to use the call centre though. I usually claim online.

I don’t think I r ever called the call centre in over 10 years. But they pay vet directly I just pay excess and fill in the form and the vet does the claim.

Thanks for the replies. It seems that the call centre that deal with new policies is not great, but using the policy to make a claim is very good.

I've had great service from Tesco

My dog is insured with Pet Plan and we have had a couple of claims. Always dealt with really quickly and very easily. I always recommend them!

I've used them for the last 6 years and claimed twice, both times very easy to deal with and paid out. I spoke to the call centre about 9 months ago with no problems. I would recommend them - my vet is always happy to work with them.

I have had no issues with them, everything online except recently when I had to change my cats name on the policy. I had to call them for this, and the guy was awkward and abrupt. I’m glad it wasn’t my initial experience of PetPlan. Nevertheless all my claims have been paid with no issue. I also find the online chat is not a bit as long as you’re signed into your online account and during work hours.

Beware of PetPlan renewal costs. We were quoted £800pa for two 4 year old perfectly healthy vaccinated, spayed/neutered, chipped moggies, up from £660 last year. For the same level of cover, we got insc for both cats for £160. When we phoned to cancel, no questions, just a surly OK, and the date when it would take effect. There are so many good alternatives out there, don't be fooled by the dominant power of the brand. It doesn't deliver value, the first prerequisite of a good brand.

Never had any problems over the years, 1 dog previously and now 3 cats, one recently signed up with them on line.
Also a recent T/call to them no issues at all.

My experience is from yesterday. Ddog has leukaemia. Vet hospital contacted per plan direct and took on all the admin. Pet plan agreed immediately to pay. I am so happy we chose to use them. It’s such an emotional time (ddog is very young) but having that admin and worry removed has been such a help. Is totally recommend them.

Petplan were brilliant with Harry and paid out thousands without quibbling

Who did you change to? My renewal quote for 2 moggies has just skyrocketed!

It doesn't deliver value, the first prerequisite of a good brand.

I would say service is pretty important and in many cases you get what you pay for.

I find them good, for what they are. They dont cover everything, but no one does. I duly paid in for years for my senior girl who remains robustly healthy, then a few years ago she broke her ankle completely in two pieces and needed surgical repair. They paid out promptly. That said, my young cat has skin allergies and I can't claim any of the topical treatments, the hypoallergenic foods, the odd vet consultation that comes in under the excess, but I think it would be hard to get any insurance to cover that. She's a lot better going into winter but I'm still waiting to find the magic food or supplement that really stops her scratching.

Have you tried Stinky Stuff @iloveeverykindofcat? We used it for Harry's skin problems and while it didn't cure them it helped. I use the human equivalent and it's the only thing that stops my itchy skin

@PinkSparklyPussyCat We haven't - I'll look into it! We use anicura gel which worked great when she had sores on her feet during the summer months, but she is a cat that doesn't like her feet touched. I don't know if its because they've been sore previously, or she just doesn't like it, but its a battle to get anything on her feet where she needs it. Anicura worked great around her ears though.

Thanks for all the replies on this thread! I originally posted this in April 2023 and I decided to go with John Lewis Pet Insurance. Thankfully I have never needed to make a claim. The renewal cost for John Lewis this year was very high. I have heard so many positive stories about Petplan that I thought I would try them again. The premium was less than JL and this time it was straightforward enough to sign up.

I am looking for pet insurance for my 7 year old cat which I have had for about 5 weeks now.