Is there anything you're unsure about? Here is a selection of commonly asked questions and answers.

If you can't find what you're looking for, you can call our dedicated team on 0345 070 1064 or send us an email.

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'Standard' building construction means buildings where the external building material is non-combustible, e.g. 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 0345 070 1064.

IPT stands for Insurance Premium Tax. It is a UK government tax applied to insurance policies sold in the UK.

We accept payment in full by credit card, debit card and interest free monthly direct debit.

If you would like to arrange cover for your own pets, please call Petplan on 0345 070 1064.

No, it is not a requirement to our insurance that a licence is held as all local authorities differ on licensing requirements.

You can cancel your policy at any time by calling us on 0345 070 1064 or writing to us at; Petplan Sanctuary, Third Floor Front, Oakfield House, 35 Perrymount Road, HAYWARDS HEATH, West Sussex, RH16 3BW, United Kingdom. You will receive a refund of your premium, calculated on a pro-rata basis, unless a claim has been made under your policy.

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.

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 Boarding Kennels insurance policy as an alternative.

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 Boarding Kennels insurance policy.

Member to Member cover is included in the Public Liability cover under our Dog Clubs and Societies product only.

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.

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.

You can download one from this website under 'claims'.
Request one by email.

Provided all the required information is submitted at the same time, it will usually take no longer than 5 working days to settle a claim.