If you require any
assistance please
do not hesitate to
contact us on:

0845 070 1064

Frequently Asked Questions

Please select from one of the following categories to view the questions and answers.

Top of page General FAQs

  1. What is the difference between 'Standard' and 'Non-Standard' building construction?
    'Standard' building construction means buildings where the external building material is non-combustible, eg. Brick, stone, slate, tiles, concrete or metal. Any other construction types will usually be classed as non-standard. If you are unsure which applies to your premises please call us on 0845 071 0543.
  2. What is a Policy Fee?
    A Policy Fee is a charge made to administer your policy. All clients pay a policy fee at the start of their policy term.
  3. What is 'IPT'?
    The term 'IPT' is used in reference to the Government tax on insurance - Insurance Premium Tax. The current rate of IPT in the United Kingdom is 5% (as at 01.06.08).
  4. What payment methods do you accept?
    We accept payment in full by Credit card and Debit card, Cheque, Postal Order, Bank Transfer and Direct Debit. We also offer monthly Direct Debit options for many of our policies.
  5. Are you able to cover my own personal dogs or cats?
    If you would like to arrange cover for your own pets, please call Petplan on 0845 077 1934.
  6. I have not received my local authority licence yet. Do I need to have this in order to apply for insurance?
    It is a requirement of this insurance that you hold a licence to board animals at your premises from your local authority. However if you are waiting to receive your licence you may still apply for the policy.
  7. What notice do I need to give to cancel my policy?
    You can cancel your policy at any time by calling us on 0845 071 0543 or writing to us at; Petplan Sanctuary, 4 Bridge Road Business Park, Bridge Road, Haywards Heath, West Sussex RH16 1TX. You will receive a refund of your premium, calculated on a pro-rata basis, unless a claim has been made under your policy.

Top of page Product FAQs

  1. I train animals in public places. Will your Public Liability insurance cover this?
    We can normally extend your Public Liability cover to this activity but it is important that you tell the Petplan Sanctuary team exactly what your activities are when you discuss your insurance requirements.
  2. Your website says that the Small Business Plan is 'fixed' but I am only slightly above the required sum insured value. Can the policy be adjusted?
    Unfortunately if the Sums Insured are not adequate, or you have more than one part-time employee or volunteer, this policy will not be suitable. Please take a look at our Animal Boarding Establishments policy as an alternative.
  3. How many employees can I have under the Small Business Plan?
    You may have one part time employee or volunteer. If you have more than this number the Small Business Plan is not appropriate and we would suggest you consider our Animal Boarding Establishment policy.
  4. Do you cover mobile grooming businesses?
    Yes, we are able to cover both static and mobile grooming businesses.
  5. Do you offer Member to Member Insurance?
    Member to Member cover is included in the Public Liability cover under our Dog Clubs and Societies product only.

Top of page Claims FAQs

  1. I am registered for VAT but I am on the flat rate scheme. Can I claim back the VAT on a claim?
    Amounts paid in settlement of a claim to a VAT registered business operating the flat-rate scheme will be exclusive of any VAT incurred by you because the scheme automatically provides an allowance for such VAT. For further information regarding VAT, the flat rate scheme or general tax enquiries, please contact HM Revenue & Customs or speak to your accountant.
  2. How long does it take to settle Liability claims?
    Due to the complicated nature of liability claims it isn't possible to provide an estimate of the time-scales involved in settling claims. Each claim requires investigation and the length of time this takes will depend on the details of the case.
  3. How can I obtain a Veterinary Fees claim form?
    • You can download one from this website under 'claims'
    • Request one by email
    • Use our automated claim form request service on 0845 071 0543 (option 2, 2, 1).
  4. How long does it take for a Veterinary Fees claim to be processed?
    Provided all the required information is submitted at the same time, it will usually take no longer than 7 working days to pay a claim.