“2 yrs claim free and the renewal came through. An increase from £350 to £450 to renew my policy for my 2 year old healthy Cavapoo. I called to ask if if they could reduce the quote.
I was told no, that was the best price and if I didn't want to renew then to inform them to prevent automatic renewal.
I found a much cheaper quote with similar cover and excess.
I emailed Petplan 15 days prior to renewal.
Renewal date came and the full amount was taken from my account.
I called and was told the email had not been received but the full amount would be credited back to the bank account I had paid from however this would take 3-5 working days. 7 days later, no refund. I called and was told that the cancellation email had been received and that a cheque had been issued the days before but this would take 10-14 days to reach me.
I complained about this and after several minutes later on hold I was told that the cheque would be cancelled and the money credited to my account but would take 3-5 working days. This is service recovery at its worst with Petplan being unable to offer any other option.
I am unhappy that 7 days after the money being taken from me, despite my notification that I wanted to cancel the policy 22 days ago, I am still £450 out of pocket, and will have to wait up to another 7 days.
I will not be using or recommending Petplan again.”
