Many reviewers mention fast claim decisions, payments made straight to vets, and staff who respond with empathy. Another clear group reports steep premium jumps, affordability concerns, and cancellations. Several reviews describe claims being refused because of exclusions or missing medical history. Overall, the feedback pairs smooth payment experiences with recurring complaints about price and cover.
Examples from available reviews (Dec 2021 – Mar 2026).
Claims processed quickly; service consistently excellent over 13 years.
“service has been consistently excellent through this time.”
Petplan covered costly treatments promptly, providing essential support.
“They have paid every single claim I make, the last one being for 2 cats, within 5 days.”
Premiums rose dramatically with no increased cover despite no claims.
“My premium has increased by over 440% in about 10 years”
First claim after 15 years was rejected due to missing dental history.
“is rejected because he doesn't have dental history spanning the last two years.”
Reviewers often describe quick claim decisions and fast payouts. Many say staff are helpful, compassionate, and good at working with vets. A smaller but steady set of comments mentions long waits and claim refusals after organisational changes.
Many customers tolerate higher premiums because major treatments get paid. A strong cluster of complaints centres on repeated premium increases and feeling overcharged. A few reviewers say they cancelled because renewal prices rose even though they made no claims.
Several reviews highlight a straightforward online claims process and situations where vets submitted claims directly. Many customers mention clear updates by phone or text during stressful periods. A minority say they got stuck in repetitive customer-service loops or faced slow replies.
Multiple reviewers say the cover paid for surgeries and ongoing illnesses. Some report limits that left them short for certain procedures. A subset of complaints points to exclusions and missing past records as the reasons claims were refused.
Many reviewers note smooth coordination between Petplan and veterinary practices, along with timely notifications. Several comments praise polite, clear phone support. Fewer reviews describe poor or repetitive communication that left problems unresolved.
Many accounts describe quick, humane claim handling and high satisfaction. Other reviews focus on unaffordable renewals, denied claims, and billing disputes. The feedback shows a clear split between happy claimants and customers who report money or cover problems.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (80) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Company showed positive attitude with swift claim assessment and resolution.
“Swift assessment and resolution of my claim”
First claim after 15 years was rejected due to missing dental history.
“is rejected because he doesn't have dental history spanning the last two years.”
Reviewer cancelled due to constant premium increases despite zero claims.
“Constant price hikes.”
Daughter-in-law's dog's surgery was reportedly not covered, leaving her disappointed.
“She has been in touch with pet plan and been told that her dog isn’t covered for the operation.”
Customer service repeated responses, causing delays and ongoing irrelevant replies.
“Stuck in a loop in their customer service system”
Policy renewal increased and a recent serious claim was refused, leaving large bill.
“I now owe a bill for £4,315 which is unfair i pay so much a month.”
Petplan was reliable and kept my pets well looked after.
“Petplan is a very reliable pet insurance.”
Claim processed quickly via app with helpful advisor and updates.
“the claim was awarded and paid back to me within 2 weeks.”
Claims were handled quickly and customer service resolved account issues.
“claims are dealt with quickly and direct from the vets!”
Reviewer is deeply disappointed and regrets taking the policy.
“I’m having a dreadful time with Petplan”
Claim was easy to make and handled promptly without hassle.
“It was very easy to make the claim and it was handled very well.”
Petplan was efficient, empathetic, and supportive during claims.
“very efficient, empathetic and supportive when making claims”
Claims were settled quickly and payment was received promptly.
“it was settled in less than a week”
Petplan covered major surgery expenses quickly, providing peace of mind.
“Petplan covered everything and made payment very quickly.”
Petplan handled claims directly with vets, providing prompt payments and updates.
“Quick and Easy process.”
Long-term customer praised helpful, prompt, and empathetic service.
“Staff are very helpful, friendly and sympathetic and nothing seems to much trouble.”
Claim initiation was easy and the vet handled everything.
“So easy to initiate a claim then vet handles everything”
Claims were seamless, prompt, and Petplan was very supportive.
“Seamless & prompt claim process handled via Petplan & Vet.”
Staff were polite and clear during a policy phone call.
“Polite and clear when I called regarding the policy.”
Reviewer had no problems and is very satisfied after multiple dogs.
“I am very satisfied.”
Petplan covered puppy's health issues quickly and showed care.
“petplan took care of everything and so quickly too .”
Online claim was easy; Petplan chased vets and paid promptly.
“The online claims form was easy to fill in.”
Petplan covered costly treatments promptly, providing essential support.
“They have paid every single claim I make, the last one being for 2 cats, within 5 days.”
Claim was handled quickly and staff provided exceptional care and updates.
“My claim was dealt very quickly and efficiently!”
Petplan paid twice for rabbit vet bills; reviewer is happy with service.
“Have paid out twice for my rabbit’s vet bills in the past 2 years.”
Claims process was easy and resolved quickly.
“Easy process and quick resolution of claim”
Reviewer accuses company of poor communication and prioritising money over pets.
“THIS COMPANY IS A DISGRACE LEAVING MY ANIMAL TO SUFFER UNNECESSARILY”
Reviewer claims rising excesses make coverage unaffordable despite long payments.
“This company rips people off.”
Premium increased after a small claim and stomach issues became exempt.
“Advert do not increase premium is a lie.”
Petplan showed compassion when dog passed; reviewer will insure future dog.
“petplan were amazing”
Customer experienced poor service and an £800 annual premium increase.
“Disgusting customer service when trying to renew policy!”
Policy limits left them substantially underinsured for required cruciate ligament surgery.
“Totally inadequate level of cover for relatively standard injury.”
Claims delays and poor service after call center changes.
“Claims are taking over a month to be resolved”
Premiums rose dramatically with no increased cover despite no claims.
“My premium has increased by over 440% in about 10 years”
Renewal increased 48% despite no claims, prompting cancellation.
“This year my renewal has gone up by 48%!”
Claim rejected after two months; customer feels company seeks loopholes.
“They want to find every small loop hole they can to not pay out for your pet”
Claim denied for medication despite purchase timing; customer service unresponsive.
“Petplan Customer Service is non-existent”
Premium increased £22 monthly; customer disputes Petplan's explanation.
“Disgusted that my premium has gone up £22 a month.”
Yearly premium increases forced lowered coverage; cheaper quotes available elsewhere.
“every single year your insurance will increase by £10 a month”
Customer finds identical cover much cheaper elsewhere and will switch.
“Can get better cover for 1/4 of this price.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Petplan offers pet insurance for dogs, cats, and small animals, covering veterinary bills for illness and accidents. Customers can submit claims online, and some veterinary practices can send claims directly. Policies usually have annual limits, deductibles (excesses), and exclusions for certain conditions. Petplan also provides customer support for managing policies and handling claim questions.