When my husband died earlier this year I rang Petplan and asked for the policy for our dog to be put into my name only. Simple enough you would think. They made it so difficult and complicated , even asking me to send them my husbands will! I dealt with lots of companies and banks at this time and no-one else was so lacking in understanding and empathy. Their different customer service agents each gave me conflicting information which was very confusing.
They never did put my name on the policy and kept sending me paperwork addressed to my late husband.