AVLOID THIS COMPANY AT ALL COSTS!!! - if you do use them - check the small print! - our Parsons Jack Russell has been insured with them since 2009, is extremely healthy apart from 3 ear infections since 2010, which they paid out for without question. In March we took him to the vet (ear infection) who suggested a second opinion (specialist dermatologist vet) at another practice, they 'refused' to cover this visit which would have been around £150 claiming the Otitis (ear infection) was an 'underlying condition' he had always had even though from 2008 when he was a pup to 2010, and added 'I did not disclose this when taking out the policy', (indicating I am dishonest) my vet has also written to them stating the ear infection in 2008 (not diagnosed as Otitis) cannot be related to the one in 2010.
1.They then informed & bombarded me with mail through the post and text messages about an outstanding invoice for £2000!!! - which would not be paid, he has never had treatment costing £2000.
2. After this they kept sending me 'new policies' with 'new agreed' terms and conditions & exclusions, I've not agreed 'any changes to my policy' the right foot does not know what the left foot is doing! - their customer service is also a lot to be desired, you're transferred from one operator to another having to repeat yourself over and over again.
I am a pensioner when I bought this policy in good faith and I considered it to be the 'very best money could buy' (over £46) per month - it is not worth the paper it is written on! my dog and beloved family member has led a healthy life and has only been to the vet 5 times in his life apart from boosters, we visited the vet on Aug bank holiday this year because he was limping, this turned out to be a strained ligament, the invoice came to £109, Petplan has only paid just over £17 of that invoice claiming we have to pay an excess of £85 'per condition' and not per policy year
SOME LIFETIME POLICY THIS IS!
I have now paid my premium since March 2014 pending investigation of my complaint, they will not 'budge' my dog needs treatment what a despicable company they are!