pet insurance policy admin frequently asked questions
Can I change my pet insurance coverage during the year?
You may apply to decrease your maximum annual policy coverage or increase your deductible and/or your co-pay at any time during the policy period. This request must be made to us in writing. If we approve, the request will become effective on the first day of the month following approval.
You may apply to increase the maximum annual policy coverage or decrease your deductible and/or your co-pay once a year at renewal, provided that you have not previously filed a claim with us. This request must be in writing and if we approve will become effective upon renewal following approval.
A new declarations page or a change endorsement indicating your new level of coverage may be issued on approval. Any exclusion(s) already on the policy will carry over.
How do I update my personal information?
You can update your contact information and payment details at any time by logging into your online policyholder account and clicking “account details”.
How do I update my pet’s veterinary information?
You can update your veterinary information at any time by logging into your online policyholder account and clicking “account details > my vets”. If you have recently moved and need help finding a veterinarian for your pet in your new hometown, please use our vet finder for a map of veterinarians in your area!
What happens to my Petplan policy at renewal?
For your peace of mind, we will automatically renew your policy and coverage each year, unless you are otherwise notified.
While we may adjust your policy options at renewal, including the annual amount of coverage, co-pay, deductible and premium, we will never cancel your policy due to your pet’s age, health or claims
history. You will be notified of all changes in writing.
Can I transfer my pet insurance policy to a new owner?
In some instances, we can transfer a pet’s policy to a new owner. Please submit a written request detailing the new owner's full name, address, city, state, ZIP code and contact number to Customer Care or call 1.866.467.3875 and one of our Happiness Managers will be delighted to help you! We must obtain payment details from the new pet parent before a policy transfer request can be approved.
Can I cancel my policy?
You may cancel your policy at any time during the policy term by contacting us at 1-800-240-1875.
If I cancel my policy for any reason, will I get a refund?
Yes. If you cancel your policy during the first 30 days of your policy, you will receive a full refund, provided that you have not submitted a claim. If you cancel your policy after the first 30 days, your policy will be cancelled effective the date of your written request, and you will be refunded a pro-rated amount of your paid premium less your enrollment fee (if applicable).
I cancelled my policy, but my monthly/quarterly/renewal payment was processed. Why?
If you have recently cancelled or elected to not renew your policy, but a premium payment was deducted from your account, it is likely that your cancellation/non-renewal request was received after your payment installment was scheduled. Please note that a pro-rated refund (from the date of your original request) will be sent to you as soon as your cancellation has been processed.
If I cancel my policy will I be able to reinstate my pet's coverage later?
We would be happy to welcome you and your pet back to the Petplan family at any time. However, after your policy has been cancelled, you will have to complete a new enrollment application to insure your pet again with Petplan. It is important to note that any condition covered under your original Petplan policy, or which occurred during the period your policy had lapsed will be treated as pre-existing under the new policy. Please note that new policy waiting periods will apply.
Can I reinstate my coverage if Petplan cancels my policy due to non-payment?
If your policy is cancelled due to non-payment, you can re-enroll your pet with a Petplan policy, providing your account is up-to-date. You will, however, have to complete a new enrollment application. It is important to note that any condition that occurred during the period your policy had lapsed will be treated as pre-existing under the new policy and that new waiting periods will apply.