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Policy Admin

  • Can I change my pet’s coverage during the year?
  • Yes! If you would like to upgrade your coverage, you may do so once during the policy term, or at renewal.  You can lower your annual policy coverage at any time. Changes to your policy coverage must be made in writing. For further assistance, or to make a change to your policy coverage, please email Customer Care or call 1-866-467-3875 and one of our Happiness Managers will be delighted to help you!   

  • How do I update my personal information?
  • You can update your contact information and payment details at any time by logging into your online policyholder account and clicking “account details.”

  • How do I update my pet’s veterinary information?
  • You can update your veterinary information at any time by logging into your online policyholder account and clicking “account details > my vets.” If you have recently moved and need help finding a veterinarian for your pet in your new hometown, please use our vet finder for a map of veterinarians in your area!

     

  • What happens to my Petplan policy at renewal?
  • For your peace of mind, your policy will be renewed automatically and your pet’s coverage will be continuous, providing there isn’t a lapse in payment. 

  • Can I transfer my Petplan policy to a new owner?
  • In some instances, we can transfer a pet’s policy to a new owner. Please submit a written request detailing the new owner's full name, address, city, state, ZIP code and contact number to Customer Care or call 1-866-467-3875 and one of our Happiness Managers will be delighted to help you! We must obtain payment details from the new pet parent before a policy transfer request can be approved. 

  • Can I cancel my policy?
  • You may cancel your policy at any time during the policy term by submitting a request in writing to Customer Care.

  • If I cancel my policy for any reason, will I get a refund?
  • Yes. If you cancel your policy during the first 30 days of your policy, you will receive a full refund, provided that you have not submitted a claim. If you cancel your policy after the first 30 days, your policy will be cancelled effective the date of your written request, and you will be refunded a pro-rated amount of your paid premium.

  • I cancelled my policy, but my monthly/quarterly/renewal payment was processed. Why?
  • If you have recently cancelled or elected to not renew your policy, but a premium payment was deducted from your account, it is likely that your cancellation/non-renewal request was received after your payment installment was scheduled. Please note that a pro-rated refund (from the date of your original request) will be sent to you as soon as your cancellation has been processed.

  • If I cancel my policy will I be able to reinstate my pet's coverage later?
  • We would be happy to welcome you and your pet back to the Petplan family at any time. However, after your policy has been cancelled, you will have to complete a new enrollment application to insure your pet again with Petplan. It is important to note that any condition covered under your original Petplan policy, or which occurred during the period your policy had lapsed will be treated as pre-existing under the new policy. Please note that new policy waiting periods will apply. Lifetime coverage is contingent on the policy being renewed each year without any break in coverage.

  • Can I reinstate my coverage if Petplan cancels my policy due to non-payment?
  • If your policy is cancelled due to non-payment, you can re-enroll your pet with a Petplan policy, providing your account is up-to-date. You will, however, have to complete a new enrollment application. It is important to note that any condition that occurred during the period your policy had lapsed will be treated as pre-existing under the new policy and that new waiting periods will apply.

  • Why did I receive a cancellation notice from Petplan stating that ANPAC/NAE no longer offers pet insurance?
  • As part of our continued efforts to provide the most comprehensive coverage for our policyholders and their pets, all new and renewing pet insurance policies from Petplan will be issued by our new underwriter, AGCS Marine Insurance Company, a member of the Allianz Group, rated A+ by A.M. Best (2012). The cancellation notice from our old underwriter is strictly a formality. Your same great Petplan pet insurance will not be affected. In fact, your new policy, underwritten by AGCS Marine, incorporates several enhancements, including:

    • Increased coverage for specialist treatment
    • Increased coverage for behavioral conditions
    • Coverage for all cats and dogs, regardless of age
    • Increase payment flexibility for all policies (monthly, quarterly payment plans)

     

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