Petplan Pet Value

Claims Procedure
Unless you are claiming for Veterinary Fees, you must let us know of any circumstances which are likely to lead to a claim.
For a claim form please call our Customer Centre on 0845 071 8000 or write to:
Petplan
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX
United Kingdom
Alternatively, most claim forms can be downloaded from our website www.petplan.co.uk/claims. You can also track the progress of your claim on our website. If you are claiming for Veterinary Fees, many veterinary practices will have a supply of claim forms.
You must then follow the procedures set out in the section under which you are claiming.
Please make sure your claim form is fully completed by you and if you are claiming for Veterinary Fees, your vet, as any incomplete claim forms will be returned to you.

General Conditions
3 If, when you claim, there is any other insurance under which you are entitled an indemnity, we will only pay our share of the claim. You must tell us the name and address of the insurance company and your policy number you hold with them.

Section 1 - Veterinary Fees
Cover under this section applies in the UK only.
What we will pay The cost of veterinary fees, for veterinary treatment, your pet has received to treat an illness or injury during a period of 12 months, starting from the date during the policy year when the injury happened or the clinical signs of an illness were first noticed.
What you pay The excess shown on your Certificate of Insurance Animal Details.
What we will not pay
1 More than the maximum benefit for each illness or injury.
2 The cost of any treatment for:
i. An injury that happened or an illness that first showed clinical signs before your pets cover started; or,
ii. An injury or illness that is the same as, or has the same diagnosis or clinical sign as an injury, illness or clinical sign your pet had before its cover started; or,
iii. An injury or illness that is caused by, relates to, or results from an injury, illness or clinical signs your pet had before its cover started,
No matter where the injury, illness or clinical signs are noticed or happen in, or on your pets body. This is in addition to any exclusions stated on your Certificate of Insurance Animal Details.
3 The cost of any treatment for:
i. An illness that showed clinical signs in the first 14 days of your pets first policy year; or,
ii. An illness which is the same as, or has the same diagnosis or clinical signs as an illness that showed clinical signs in the first 14 days of your pets first policy year or,
iii. An illness that is caused by, relates to or results from a clinical sign that was noticed, or an illness that showed clinical signs in the first 14 days of your first policy year, No matter where the illness or clinical signs are noticed or happen in, or on your pets body.
4 The cost of any treatment your pet receives more than 12 months after the date the injury happened or the illness first showed clinical signs.
5 The cost of any treatment resulting from an injury or illness, if the clinical signs are the same as the clinical signs of an injury or illness where we have already paid the cost of treatment for a period of 12 months.
6 The cost of any medicines or materials prescribed or supplied to be used after the period of 12 months has finished.
7 The cost of any treatment to prevent injury or illness.
8 The cost of any treatment, or complications arising from treatment, that you choose to have carried out that is not directly related to an injury or illness, including cosmetic dentistry.
9 The cost of killing or controlling fleas and general health improvers.
10 The cost of any treatment in connection with breeding, pregnancy or giving birth.
11 The cost of any food (including food prescribed by a vet) unless used to dissolve existing bladder stones and crystals in urine, which is limited to a maximum of 40% of the cost of food for up to 6 months.
12 The cost of pheromone products, including DAP diffusers and Feliway, unless used as part of a structured behaviour modification programme, and then limited to a maximum period of 6 months.
13 The cost of vaccinations, other than the cost of treating any complications that arise from this procedure.
14 The cost of spaying or castration unless:
- The procedure is carried out to treat an illness or injury, or
- The costs claimed are for the treatment of complications arising from these procedures.
15 The cost of treating any injury or illness deliberately caused by you or anyone living with you.
16 The costs of having your pet:
- Put to sleep, including any veterinary consultations/visits or prescribed medications specifically needed to carry out the procedure, or
- Cremated, buried or otherwise disposed of.
17 The cost of house calls unless the vet confirms that moving your pet would further damage its health, regardless of your personal circumstances.
18 Extra costs for treating your pet outside usual surgery hours, unless the vet confirms an emergency consultation is necessary.
19 The cost of hospitalisation and any associated veterinary treatment, unless the vet confirms it is essential that your pet is hospitalised, regardless of your personal circumstances.
20 Costs resulting from an injury or illness specified as excluded on your Certificate of Insurance or generally not covered within these Terms and Conditions.
21 The cost of surgical items that can be used more than once.
22 The cost of physiotherapy and treatment for a behavioural illness, unless this is carried out by a veterinary practice.
23 The cost of acupuncture, homeopathy, chiropractic manipulation, hydrotherapy, osteopathy or any other complementary or alternative treatment. This includes any veterinary treatment specifically needed to carry out the particular complementary or alternative treatment.
24 The cost of treatment for a behavioural illness if your pets behaviour is caused by you failing to provide training.
25 The cost of any form of housing, including cages, whether hired or purchased.
26 The cost of bathing, grooming or de-matting your pet unless:
- You have taken all reasonable steps to maintain your pets health; and
- A vet confirms veterinary expertise is needed and therefore only a vet or a member of a veterinary practice can carry out these activities, regardless of your personal circumstances.
27 The cost of any treatment received outside the UK.
28 The cost of treating an illness that your pet contracted while outside the UK that it would not normally have contracted in the UK.
29 The cost of dental treatment unless your pet has had its teeth checked by a vet in the 12 months before the onset date of the claim. If any treatment was recommended as a result of the check this must have been carried out.
30 The cost of a post mortem examination.
31 The cost of transplant surgery, including pre- and post-operative care.
32 The cost of any prosthesis, including any veterinary treatment needed to fit the prosthesis.
33 The cost of any treatment if a claim has not been submitted within 12 months of your pet receiving treatment.
Special conditions that apply to this section
1 If your pet is suffering from an illness and your vet has advised treatment should be delayed, we may consider your claim if the treatment date is outside the 12 month limit. In these cases, along with your claim form we will require you to send us a report from your vet confirming the diagnosis of the illness and the reason the treatment was delayed.
2 The maximum amount we will pay for the cost of treatment of each illness or injury is the maximum benefit that applies on the date the injury happened or the date the clinical signs or the illness were first noticed.
3 The period of 12 months or the maximum benefit will always start or be calculated from the date in the policy year:
- The injury first happened or the clinical signs of an illness were first noticed or,
- An illness with the same diagnosis or clinical signs was first noticed,
No matter how many times the same injury, illness or clinical signs are noticed or happen in, or on any part of your pets body.
4 If a number of injuries, illnesses or clinical signs are:
- Diagnosed as one injury or illness; or,
- They are caused by, relate to, or result from another injury, illness, or clinical sign,
One period of 12 months or one maximum benefit will apply to the treatment received for all the injuries, illnesses or clinical signs.
The period of 12 months or the maximum benefit will start or be calculated from the first date in the policy year:
- Any of the clinical signs or any of the illnesses were noticed; or,
- Any of the injuries happened.
5 After we have paid the cost of treatment for 12 months or the maximum benefit for an illness, injury or clinical signs, under this or any other insurance, we will not pay the cost of any more treatment for:
- The same illness or injury,
- The same clinical signs,
- An illness or injury with the same diagnosis or clinical signs as the illness or clinical signs we have paid the limit for; or,
- An injury or illness that is caused by, relates to, or results from an injury, illness or clinical sign that we have paid the limit for,
No matter where the injury, illness or clinical signs are noticed or happen in, or on your pets body.
How to claim
Before your pet is treated, you must make sure that the vet is prepared to fill in our claim form and provide invoices.
You must fill in a claim form and ask your vet to fill in their part.
Please send us:
1 Your completed claim form; and
2 The invoices showing the costs involved.
We will not pay for the cost of this information or the cost of the vet completing the claim form.

Section 1 - Veterinary Fees
Cover under this section applies in the UK only.
What we will pay The cost of veterinary fees, for veterinary treatment, your pet has received to treat an illness or injury during a period of 12 months, starting from the date during the policy year when the injury happened or the clinical signs of an illness were first noticed.
What you pay The excess shown on your Certificate of Insurance Animal Details.
What we will not pay
8 The cost of any treatment, or complications arising from treatment, that you choose to have carried out that is not directly related to an injury or illness, including cosmetic dentistry.
29 The cost of dental treatment unless your pet has had its teeth checked by a vet in the 12 months before the onset date of the claim. If any treatment was recommended as a result of the check this must have been carried out.

Section 1 - Veterinary Fees
Cover under this section applies in the UK only.
What we will pay The cost of veterinary fees, for veterinary treatment, your pet has received to treat an illness or injury during a period of 12 months, starting from the date during the policy year when the injury happened or the clinical signs of an illness were first noticed.
What you pay The excess shown on your Certificate of Insurance Animal Details.
What we will not pay
12 The cost of pheromone products, including DAP diffusers and Feliway, unless used as part of a structured behaviour modification programme, and then limited to a maximum period of 6 months.
22 The cost of physiotherapy and treatment for a behavioural illness, unless this is carried out by a veterinary practice.
24 The cost of treatment for a behavioural illness if your pet's behaviour is caused by you failing to provide training.

Definitions
Illness Any changes to a normal, healthy state, sickness, disease, defects and abnormalities including defects and abnormalities your pet was born with or were passed on by its parents.

Section 1 - Veterinary Fees
Cover under this section applies in the UK only.
What we will pay The cost of veterinary fees, for veterinary treatment, your pet has received to treat an illness or injury during a period of 12 months, starting from the date during the policy year when the injury happened or the clinical signs of an illness were first noticed.
What you pay The excess shown on your Certificate of Insurance Animal Details.
What we will not pay
11 The cost of any food (including food prescribed by a vet) unless used to dissolve existing bladder stones and crystals in urine, which is limited to a maximum of 40% of the cost of food for up to 6 months.

Section 1 - Veterinary Fees
Cover under this section applies in the UK only.
What we will pay The cost of veterinary fees, for veterinary treatment, your pet has received to treat an illness or injury during a period of 12 months, starting from the date during the policy year when the injury happened or the clinical signs of an illness were first noticed.
What you pay The excess shown on your Certificate of Insurance Animal Details.
Veterinary treatment Any examination, consultation, advice, tests, X-rays, legally prescribed medication, surgery and nursing required to treat an illness or injury, provided by a vet, a veterinary nurse or another member of the veterinary practice under the supervision of a vet. This includes physiotherapy and treatment of a behavioural illness provided it is carried out by a veterinary practice.
What we will not pay
23 The cost of acupuncture, homeopathy, chiropractic manipulation, hydrotherapy, osteopathy or any other complementary or alternative treatment. This includes any veterinary treatment specifically needed to carry out the particular complementary or alternative treatment.

Definitions
Illness Any changes to a normal, healthy state, sickness, disease, defects and abnormalities including defects and abnormalities your pet was born with or were passed on by its parents.

Section 1 - Veterinary Fees
Cover under this section applies in the UK only.
What we will pay The cost of veterinary fees, for veterinary treatment, your pet has received to treat an illness or injury during a period of 12 months, starting from the date during the policy year when the injury happened or the clinical signs of an illness were first noticed.
What you pay The excess shown on your Certificate of Insurance Animal Details.
What we will not pay
7 The cost of any treatment to prevent injury or illness.

Section 1 - Veterinary Fees
Cover under this section applies in the UK only.
What we will pay The cost of veterinary fees, for veterinary treatment, your pet has received to treat an illness or injury during a period of 12 months, starting from the date during the policy year when the injury happened or the clinical signs of an illness were first noticed.
What you pay The excess shown on your Certificate of Insurance Animal Details.
What we will not pay
16 The costs of having your pet:
- Put to sleep, including any veterinary consultations/visits or prescribed medications specifically needed to carry out the procedure, or
- Cremated, buried or otherwise disposed of.

Section 1 - Veterinary Fees
Cover under this section applies in the UK only.
What we will pay The cost of veterinary fees, for veterinary treatment, your pet has received to treat an illness or injury during a period of 12 months, starting from the date during the policy year when the injury happened or the clinical signs of an illness were first noticed.
What you pay The excess shown on your Certificate of Insurance Animal Details.
What we will not pay
16 The costs of having your pet:
- Put to sleep, including any veterinary consultations/visits or prescribed medications specifically needed to carry out the procedure, or
- Cremated, buried or otherwise disposed of.

Section 1 - Veterinary Fees
Cover under this section applies in the UK only.
What we will pay The cost of veterinary fees, for veterinary treatment, your pet has received to treat an illness or injury during a period of 12 months, starting from the date during the policy year when the injury happened or the clinical signs of an illness were first noticed.
What you pay The excess shown on your Certificate of Insurance Animal Details.
Special conditions that apply to this section
3 The period of 12 months or the maximum benefit will always start or be calculated from the date in the policy year:
- The injury first happened or the clinical signs of an illness were first noticed or,
- An illness with the same diagnosis or clinical signs was first noticed,
No matter how many times the same injury, illness or clinical signs are noticed or happen in, or on any part of your pet's body.