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
The experience I've had with Petplan has been excellent.
I received the most prompt and thorough replies to my many queries, and even when I called their staff late in the evening, I received a kind response within 30 minutes of my inquiry.
Then, when it came time to submit a claim for payment for surgery that had taken place more than a year before, everything proceeded easily and fast.
In addition, the representative was prompt and comprehensive in providing me all of the essential documents (such as deductible and reimbursement claim forms) that were required for this treatment, saving me a great deal of time and aggravation from having to contact my veterinarian and other sources.
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.