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32 questions from our users

Debbie

Debbieasked

Petplan

Stamp duty why is it included



1 answer
Petplan
SupportPetplan

Hi Debbie,

Stamp Duty is a government duty payable on insurance products. Stamp Duty is not set by Petplan.



Kind Regards,
Mireia
Petplan Social Team

Ros

Rosasked

Pet Insurance - Covered For Life Classic 1

Does Petplan cover Cruciate Ligament Conditions ? On this current webpage /listings/petplan-pet-insurance-covered-for-life-classic-1 - it says, "Not Included" and the Pet Insurance Policy Booklet does not explicitly mention this.

1 answer
Petplan
SupportPetplan

Hi Ros,

We are proud to have helped many policyholders whose dogs have had Cruciate Ligament issues. However the coverage depends on pre-existing conditions, waiting periods, exclusions and a range of other factors as claims are individually assessed.

Please call us on 1300 738 225 so we can explain this in greater detail.



Kind Regards,

Thomas
Petplan Social Team

Charlotte P.

Charlotte P.asked

Petplan

I have been asked by Murdock veterinary surgery to fill out a pre approval form prior to surgery so i can assess what Petplan will cover... i can't find a form, please can you assist me?

1 answer
Petplan
SupportPetplan

Hi Charlotte,



I’m sorry to hear that your pet needs surgery.

Petplan do not offer a pre-approval service. If you would like to consult a team member please provide your policy number and they will be in contact.



Kind Regards,

Thomas
Petplan Social Team

TAB

TABasked

Petplan

When did Guide Dogs Pet Insurance (underwritten by Allianz) become Petplan?

5 answers
Petplan
SupportPetplan

Hi TAB,

Guide Dogs Pet Insurance is no longer underwritten by Allianz or Petplan. We did underwrite their policies for some time, but in 2017 I believe, they moved to another underwriter.

Kind Regards,

Thomas
Petplan Social Team

TAB
TAB

So my original policy is no longer with the company (Guide Dogs) I chose??? You have not answered the question - when did Guide Dogs give their customers to Petplan.

Petplan
SupportPetplan

Hi TAB,

Please provide your policy number so I can be of more assistance.

Kind Regards,

Thomas
Petplan Social Team

Michael C.

Michael C.asked

Petplan

If your dog dies during the period of insurance is there any refund for the remaining period of the year, or are subsequent monthly instalments stopped? What is the procedure on the death of a dog?

6 answers
Michelle Scott
Michelle Scott

My understanding is that it's an annual contract and remaining months are deducted from the nominated compensation amount.

Michael C.
Michael C.

That is my reading of it too, though I have never even made a claim, let alone have a dog die 3 months into the contract year.

Petplan
SupportPetplan

Hi Michael,

The accounts department will reimburse any amount that’s remaining on the policy from the date of death if it has been paid out in full for the year, or if there have been instalments taken out since the date of death.

The policy can be cancelled if the pet dies, and we will still consider claims as long as the treatments are dated whilst the policy was active. If the policy was not active during the treatment dates then we will not consider the claims.

In summary, for cats and dogs the policy is cancelled from date of death and policyholders do not need to pay the policy out and can lodge any claims up until date of death.

Kind Regards,

Thomas
Petplan Social Team

debra g.

debra g.asked

Petplan

Why wont u give me an answer here with my complaint re PETPLAN Debra G

1 answer
Roly49
Roly49

Hi Debra, is this question directed at me or Petplan?

debra g.

debra g.asked

Petplan

Why does petplan not return phone calls &emails i have been with petplan for 9yrs my dog unfortunately been a very sick dog in that time know she is. Older & sicker they r not paying her claims quickley like they used to she is my life they dont care about my out of pocket expenses they keep saying they will get back to me but never with phone calls nearly every day it was confirmed to me in an email she had alife time policy with petplan or a total claimable amount for her being of,, $36-000-00 which she has used $21.000.00. Which leaves her $15-000-00 of cover why are they doing this to my dearly luved dog please its not her fault or mine she has had alife time health issues if petplan dosent get it together ASAP i will be following up every LEGAL avenue avaible to me totally unfair PETPLAN Debra Green

1 answer
Petplan
SupportPetplan

Hi Debra,

I am advised the claims department are aware of your issues. Unfortunately, I am unable to assist you online in this forum.

Kind Regards,

The Petplan Social Team

Pattie

Pattieasked

Petplan

My daughters dog had heat stroke and had to stay at vet overnight costing 1500, she is with petplan pays 105 a month will she get it all back please

1 answer
Pattie
Pattie

Petplan will pay the lot

tony

tonyasked

Petplan

have sent three replies but nothing heard from Petplan ?

1 answer
Kate
Kate

Thank you Tony. It’s comforting if it can help pet owners make informed decisions and ask hard questions about pet insurance before purchasing.

Jen

Jenasked

Petplan

I am with petplan since i got my chi x jack russell pup march 2018. I chose petplan because they cover 100%. My question is, if my dog get sick and needs treatment or surgery, can i ask the vet for an invoice, send it to petplan, to see if covered or not, and if petplan can pay directly the vet after treatment?

3 answers
boxhead72
boxhead72

I doubt it. They usually expect you to pay then put in a claim but I am not sure.
Mine went from 70 to 105 a month overnight. With a 500 plus excess it wasn't worth it. Even at 80% within 2 years even a major claim would see me ahead. The fact is their insurance is the same or higher than my medical insurance yet the cost compared is nothing like it. They screwed up and are now making the policy holder pay for it.

Jen
Jen

Thank you for your reply. I sent the inquiry to petplan and this is what i was informed “If you select the option ‘Pay Vet’ on the claim form and they are okay to be paid directly, this is an option. You will have to pay them your applicable excess on the policy, as well as anything that isn’t covered after the claim is finalised.” i reviewed my policy and my excess is $150. I have never claimed anything yet, but i will update my review if i do claim in the future. Thank you kindly.

KPP
KPP

No you can't ... and beware Pet Plan will not want to pay your claim at all. They will use every excuse in the book not to pay, stall, seek further information and still not pay - and won't even return your calls. I've had a claim with them now 4 months old and after stalling month in and month out, they've now asserted they've never received our claim despite our vet having the claim number and having multiple communication with them. They are so bad they really do warrant an investigation by the authorities. Nothing more than a scam, read the one after another * "Terrible" reviews below.

Mes

Mesasked

Petplan

do you cover snake bites?. something as deadly as an Estern Brown snake?.

No answers
Susan

Susanasked

Petplan

How can Pet Plan justify a 100 percent price Hike on every ones policies? Like others l have had no claims? They also charged me for a policy that covered absolutely nothing on one pet that passed without advising me of what was not covered (everything) but the increase? No explanation they have given is logical. I have had no claims!!!

3 answers
John
John

It covers for a lot dude. You should read your documents. It is expensive but I’ve had nothing but good things to say about them. They’ve always paid out and have been very helpful when I’ve called them up

Adrian
Adrian

They can not justify it and use the excuse that the underwriter has driven the price up. There is no risk increase as they state just a grab for cash on 2018 premiums.

AIK
AIK

Lloyd's of London's underwriter, MS Amlin, is the new underwriter for Petplan. And yes, the company can most certainly justify their price hikes...because, if my research is correct, they are performing badly financially and are desperate to make a profit. Bad news for us and maybe them if customers keep cancelling policies (if statistics on this review page are anything to go by).

It used to be Allianz. Lloyd's apparently insured some porno guys tool of trade for $1M... just a bit of trivia... Also a few actresses legs. It is definitely the new underwriters lifting the price. That is when the premiums doubled in price..and then some. Posted on Petplan's website in May last year, the new underwriters state they did not want to take on policies for older or sick animals (because they would have to pay). On a google search of MS Amlin, employees have written that the company is doing badly, very bad financial results in 2017 which were the worst in the history of the company. One employee even said they should just cut their losses and close down! Another said the new boss is determined to bring profits back up, to the detriment of staff, the customer, all in the name of making a profit. It is written that their long term CEO left 12 months prior, only 1 external applicant applied for the role but they, apparently, employed internally, the person partly responsible for the companies losses.

If this is the correct company that I googled and the statements are true...we are probably up shirt creek without a paddle! Here's hoping this is not the case. Pet Plan were always fantastic in the past and I am hoping they make no more premium hikes and continue Petplan's past reputation. Let's see if they win any awards and compare reviews with the new underwriters. I'm not happy with the price hike but Petplan, to date, have always paid our claims via our vet, with no problems. I've recommended them to everyone I know and staff have always been awesome with me.. But if my premium doubles again, that means I will be paying over $240 pm, I will need a third job to cover another big hike. Reading everyone else's reviews does have me very worried about the future premiums and claims outcomes and also the type of business that Petplan and their underwriters want to cover...like healthy dogs only and that are of breeds of minimal claims... For now I only have praise. So here's hoping it remains that way.

Date: 03/05/17
Petplan's new underwriter

Pet and equine insurer Petplan has appointed Lloyd’s underwriter MS Amlin as underwriter for its business in Australia and New Zealand, ending an arrangement with Allianz that began in 2008.

All new Petplan business is now underwritten by MS Amlin Syndicate 2001 at Lloyd’s.

Some renewal business will transfer to MS Amlin over the next year, but some will remain with Allianz.

It is understood MS Amlin did not want to take on policies relating to older or sick animals, but Allianz is obliged to continue underwriting these due to lifetime guarantees within policies.

Petplan Australasia was established in Australia in 2004 by Victorian brokers Doug and Gwen Ford, and expanded into New Zealand in 2008.

Mr Ford told insuranceNEWS.com.au the new partnership may lead to further expansion.

“MS Amlin has written pet insurance for a number of years and its experience in equine and livestock was also key for us, together with its financial standing and reputation,” he said.

“We thank Allianz Australia for its past and ongoing support, but we see our partnership with MS Amlin as a stepping stone for Petplan’s growth, not only in Australia and New Zealand but also in other parts of the world.”

Source File: InsuranceNews

J dai

J daiasked

Petplan

Hi
I have the 12 months essential plan for my corgi for 2.5 years. During a routine vet check; vet said my dog's right molar might be cracked; the teeth has periodontitis. She said she can clean it up and if it is too server; it will be refered to specialist for removal. Will all these procedures be covered under illness category for my insurance? This is the first occurrence of my dog have this problem.

1 answer
Petplan
SupportPetplan

Hi there,

There is provision under the insurance cover for the treatment of injuries affecting a pets teeth however we cannot advise you if this would be approved in your individual circumstances as our claims team require a completed claim form, full veterinary records and invoices to complete a claims assessment.

Kind regards,

The Petplan Social Team

Rob

Robasked

Petplan

Hi,
I'm a petplan subscriber for with my Airdale Baxter. I took him to the vet recently with vomiting and a wound on his neck, thinking they were somehow related. My vet treated the wound and gave him medicine for gastro and charged me just under $400 (for the same visit). When I made the claim to petplan, it was rejected because it was treated as two different issues and since both issues were less than the minimum claim of $200.

Is this normal practice or just petplan shirking their responsibility?

Regardless, I was pretty unimpressed. Contacting them regarding the issue was troublesome as well.

Thanks,

Rob

3 answers
Klaudija
Klaudija

In my honest opinion I think they pay very little claims out.
My claim was $1500 they refused it. First one ever I made.
I would say cancel your policy and go elsewhere.
My dogs are with Bow Wow and they pay all claims even $60 claims.

Peejay
Peejay

did you every appeal?

Rob
Rob

Nah, gave up, tried several times, was just too hard. Went to change providers, but choice mag said they were still at the top of the list soooo..

christina

christinaasked

Petplan

Hi, I have had insurance through pet plan for the past 2-3 months as my dog is 50 kilo's and I know just how expensive vet bills can be for big dogs!
however, over the last 6 or so week's I've noticed a grown on the side of my dog's mouth. It doesn't seem to be causing too much pain, but it's definitely uncomfortable and I'm worried it might be cancerous as it's growing fast so will most likely have to be removed.
It's not near teeth, and we brush his teeth regularly, but I'm concerned that because it's in his mouth that it might not be covered?
I would not consider it Dental, but it's definitely an oral tumour of some kind, and I'm just wondering if it would be covered or not. I don't want to go through the whole surgery process and spend thousands of dollars if it's not covered!
thank you for your time

2 answers
Petplan
SupportPetplan

Hi Christina,

Your Petplan insurance policy provides insurance cover for the treatment of injuries and illnesses as long as they are not pre-existing (occurred before the policy start date or in the 21 day illness waiting period) or listed as an exclusion on your policy documents.

We are not able to provide pre-approval for any claim as they are assessed by our claims team upon the receipt of a completed claim form and the pets veterinary records.

If you would like to discuss your case in further detail please give our claim team a call on 1300 738 225.

Kind regards,

The Petplan Social Team

Eeyore
Eeyore

Our Basset had a growth growing in top front jaw.. turned out to be cancer and needed half his top jaw removed.. $6000 later but Petplan paid out full amount within a week minus the excess..

betty g

betty gasked

Petplan

HI- My puppy had to have its temporary canines lower removed due to being base narrow- It was insured by the breeder prior to the vet even finding this issue but my $450 claim to have the teeth removed was denied? Why?

5 answers
Petplan
SupportPetplan

Hi Betty,

Could you please private message us your policy number so we can take a further look at the claim.

Kind regards,

The Petplan Social Team

betty g
betty g

Actually- I want to know if you cover this as someone told me you changed underwriters and no longer cover this whereas it was covered last year with my other dog so Im confused. Please can you state in this open forum what your new rules are regarding maligned puppy teeth that are causing detriment to the upper palate. I need an open honest reply that everyone else can see.

Petplan
SupportPetplan

Hi Betty,

As each claim is individually assessed we cannot say whether or not your claim will be approved. Cost of Routine Treatment or Preventative care such as check-ups and procedures that are designed to prevent future Illnesses from occurring rather than treating existing Illnesses. These include, but not limited to annual physical examinations and/or check-ups, vaccinations, heart worm prevention medication; flea and other internal/external parasite prevention; dental check-ups and dental scale & polish or teeth cleaning, or removal of misaligned or retained deciduous teeth.

Kind regards,

The Petplan Social Team

goldentrevally

goldentrevallyasked

Petplan

Hello can you please tell my if full teeth clean is covered by pet plan? For 3yr old dog.

4 answers
Fran
Fran

I doubt it as I'm sure they would consider teeth cleaning to be "routine, preventative or elective". I cancelled my policy after having to fight for a claim for treatment to save my pet's life. My cat was semi paralysed and having difficulty breathing. The reason for denying the claim was that the life saving treatment was "routine, preventative or elective" even though I provided my vet's report saying that the cat would have died without intervention. They don't care about your pet, they care about money.

goldentrevally
goldentrevally

ok thanks for letting me know this.

Petplan
SupportPetplan

Hi there,

A full teeth clean is not covered as it falls under the routine, preventative or elective care.

Kind regards,

The Petplan Social Team

George

Georgeasked

Petplan

Hi there,

Can you please tell me how long a condition is covered under your equine pet plan insurance? My mare has been covered with you since December 2015 and last year in April she was seen by a vet and diagnosed with gastric ulcers. I sent the claim in and it was approved but she is showing similar clinical signs and I would like to get the vet out again. Will she still be covered with petplan if she is rediagnosed with gastric ulcers and do we have to pay another excess if we are claiming for the same condition?

2 answers
Sooty
Sooty

You may have the wrong addressee? I have a small dog - I think you need to direct this to the PetPlan staff.

Petplan
SupportPetplan

Hi George,

Can you please private message us your policy number and we can take a look in to it for you.

Kind regards,

The Petplan Team

LSP

LSPasked

Petplan

Not sure why my policy has increased $60 from last year for a 1 year old healthy cat? No claims made. It seems a stamp duty and policy fee of $18 have been added this time around. Why on earth does an insurance company need to charge stamp duty or an additional policy fee?

4 answers
Petplan
SupportPetplan

Hi LSP,

The premium payable on all General Insurance products is subject to change, even if your individual circumstances do not appear to have changed. This is because premiums are affected by multiple factors including the general costs of doing business and changes to the way your risk is assessed.

Stamp Duty is a State Tax this is not set by Petplan and the policy fee covers the costs of providing your insurance cover.

Kind regards,

The Petplan Team

Observer
Observer

Hi Petplan sure you can change the premium & terms but you are obliged to advise the customer in advance as this is a RETAIL product. It is the law!

An observer.

LSP
LSP

Thanks observer, definitely no advance notice that the price would be increased by $60 on a $330 plan. This is an 18% increase in one year with no advance notice. Let's hope the insurance is honoured should I need to make a claim.

PetPlanDisgruntled

PetPlanDisgruntledasked

Petplan

Is this insurer still crap?

4 answers
Nomi
Nomi

Hi, Have not dealt with them since the whole ordeal, so I cant comment on how they are now, considering its only been a short time I doubt much has changed. Personally I wouldn't use them at all.. What I've decided to do is get insurance for the next 12 months with another company and in that time keep putting in $50 to $100 a f/n into another account I started just for the pets... and after I save up a decent sum of $ I'll continue to put money into it fortnightly and get rid of pet insurance all together. Too many stories of pet insurers not paying up when you need the money..

All the best :)

Sharon
Sharon

My review is recent, so unless they have made some major changes to their operation, then I would say yes.

Petplan
SupportPetplan

Hi,

If you would like more information on our products, we can arrange someone to call you if you direct message us your preferred contact number, or alternatively you can give us a call on 1300 738 225.

Hope this helps.

-The Petplan Team

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