Customer FAQ’s

Why are Buddies not renewing my policy?

In January 2020, Buddies pet insurance was acquired by Allianz Insurance PLC who own Petplan, the UK’s No.1 pet insurer. We’re excited to tell you that from your renewal date, your cover will be provided by Petplan.

Who are Petplan?

Petplan insure over 1.3 million pets, with more pet owners trusting them to look after their pets than anyone else. They provide quality cover, which they have been perfecting over the last 40 years. During this time, Petplan has helped millions of pets through illness and injury, and their policies are designed to pay out – in 2019 they paid over £6.5 million in claims every week (Petplan internal reporting 2019), with 90% of claims being paid within 5 working days (Petplan internal reporting 2019).

What if I’ve made a claim?

Although there will be some differences in cover between your current Buddies policy and your new Petplan policy, we’d like to reassure you that Petplan will continue to provide cover for ongoing treatment for any illness and injuries currently covered by your Buddies policy, subject to you taking ongoing cover with Petplan and the terms of your new policy.  Claims for treatment provided after your renewal date will be handled by Petplan. Full details of your new policy will be included in the pack Petplan will send to you.  N.B. Claims made for treatment given before the renewal date will continue to be handled by the dedicated Buddies claims team.

What do I need to do?

  1. Applicable to customers covered by the Buddies Budget, Gold, Standard, Premier and Premier Plus plans:

We’re taking care of things, so you don’t have to. Petplan will send your policy documents to you by post. Please rest assured that your current cover with Buddies remains in place until your renewal date, and up until this date your policy and any claims will be managed by Buddies pet insurance and our dedicated claims team.

  1. Applicable to customers covered by the Buddies Bronze and Silver plans:

Petplan do not offer this type of maximum benefit pet insurance product so they will send a letter to you by post which explains how to set up alternative cover with them.  You will need to call Petplan before your renewal date so they can talk to you about your needs and establish the right policy for you.

Please rest assured that your current cover with Buddies remains in place until your renewal date, and up until this date your policy and any claims will be managed by Buddies pet insurance and our dedicated claims team.

What if I don’t want to become a Petplan customer?

Buddies will write to you well in advance of the policy renewal date to make you aware of the transfer to Petplan.  You have 30 days from the date of the letter to tell Buddies that you do not want your information to be transferred to Petplan.

If you do not contact Buddies within the 30-day window your information will be transferred to Petplan who will contact you up to 28  days prior to the policy renewal date to make you aware of the replacement policy, premium and terms and conditions.  If you decide that you do not want to arrange ongoing cover with Petplan at this point, you should contact them to confirm this.

Please be aware that unless you arrange cover with Petplan your Buddies policy will end on the date of your renewal and your pet will no longer be covered by Buddies pet insurance. This means from this date all cover will stop and no further claims will be paid. If you do choose to end your policy from this date, we’d like to highlight that it may be difficult to insure your pet elsewhere for any existing medical conditions or illnesses, whether diagnosed or not, so please make sure you’re able to get like for like cover elsewhere prior to doing so.

Will my cover be the same?

Buddies have provided their customers with a number of different types of pet insurance product.  The approach that Petplan will take moving forwards depends on the type of Buddies plan you have chosen – Please see below for details of how this will work:

  1. Applicable to customers covered by the Buddies Budget, Gold, Standard, Premier and Premier Plus plans: Petplan has looked at your current Buddies insurance policy and will provide the closest like-for-like cover available from their range of pet insurance products. The full details of your new policy and the key differences in cover will be included in the pack Petplan will send to you.

Although there will be some differences in cover between your current Buddies policy and your new Petplan policy, we’d like to reassure you that Petplan will continue to provide cover for ongoing treatment for any illness and injuries currently covered by your Buddies policy, subject to you arranging your ongoing policy with Petplan and the terms of your new policy

  1. Applicable to customers covered by the Buddies Bronze and Silver plans: Petplan do not offer this type of maximum benefit pet insurance product so you will need to call Petplan before your renewal date so they can talk to you about your needs and establish the right policy for you. The cover provided by Petplan plan has important differences to your current Buddies policy. The key differences will be explained to you when you call Petplan to discuss your needs.

Although there will be some differences in cover between your current Buddies policy and your new Petplan policy, we’d like to reassure you that Petplan will continue to provide cover for ongoing treatment for any illness and injuries currently covered by your Buddies policy, subject to you arranging your onward policy with Petplan and the terms of your new policy

What if I opt out then change my mind/What if I opt out but would like to opt in later?

Buddies have provided their customers with a number of different types of pet insurance product.  The approach that Petplan will take moving forwards depends on the type of Buddies plan you have chosen – Please see below for details of how this will work:

  1. Applicable to customers covered by the Buddies Budget, Gold, Standard, Premier and Premier Plus plans: If you want Petplan to set up a policy to provide you with continuous cover, please let us know before your renewal date. We’ll then contact Petplan to let them know that you have changed your mind and they will send your new policy documents to you by post.
  2. Applicable to customers covered by the Buddies Bronze and Silver plans: If you want Petplan to set up a policy to provide you with continuous cover, please let us know before your renewal date. We’ll then contact Petplan to let them know that you have changed your mind and they will send you a letter to you by post which explains how to set up cover with them. Petplan do not offer this type of pet insurance product so you will need to call Petplan before your renewal date so they can talk to you about your needs and establish the right policy for you.

I have a claim with Buddies that is not yet settled, will this cause any delays?

No, please submit your claim for any treatment that occurred before the renewal date to the dedicated Buddies claims team in the normal way.  This will not impact on the transfer of your information to Petplan and the onward contact process.

Will Petplan have the details about the previous claims I have made for my pet?

Yes, Buddies will transfer all of the previous claims information to Petplan (subject to you not opting out of the information transfer process). We’d like to reassure you that Petplan will continue to provide cover for ongoing treatment for any illness and injuries currently covered by your Buddies policy, subject to you arranging your onward policy with Petplan and the terms of your new policy.

I have multiple pets insured with you with different renewal dates, will my multi pet discount be removed?

Your multipet discount will not be removed and will still apply to each of your policies as your new cover starts with Petplan.

Your multipet discount will be £12 per pet, in line with Petplan’s multipet offering

Do I have to transfer to Petplan now or am I free to shop around?

You can of course shop around to make sure you have the right level of cover you need at the right price. It is important you have the correct cover so that you’re protected should your pet require treatment in the future.

If you do decide to change to another provider, your Buddies policy will end on the date of your renewal and your pet will no longer be covered by Buddies pet insurance. This means from this date all cover will stop and no further claims will be paid. If you do choose to end your policy from this date, we’d like to highlight that it may be difficult to insure your pet elsewhere for any existing medical conditions or illnesses, whether diagnosed or not, so please make sure you’re able to get like for like cover elsewhere prior to doing so.

What if I want to stay with Buddies/Fairmead?

In January 2020, Buddies pet insurance was acquired by Allianz Insurance PLC, who own Petplan, the UK’s No.1 pet insurer. From your renewal date, Buddies pet insurance is no longer available, and you will not be covered by Buddies pet insurance.  Your onward cover will be provided by Petplan.

How do I contact Petplan to find out more?

You can call Petplan on 0330 102 2183. Their opening hours are 8am-8pm Monday-Friday and 9am-5pm Saturday. Calls may be recorded and monitored. Call charges may vary. You can also contact Petplan via email using their online web form available on the ‘help and contact’ page on the Petplan website, www.petplan.co.uk/help

What if I am not happy with the cover provided?

The full details of your new policy will be included in the pack Petplan will send to you. It’s important that you read through this pack and check your cover meets your needs.  If you have any questions about your level of cover, or to discuss the other levels of cover Petplan can provide, please call Petplan to discuss this further.

What if I ‘Opt in’ to allowing my information to be transferred to Petplan and decide to ‘Opt out’ later?

As mentioned above, Buddies will write to you well in advance of the policy renewal date to make you aware of the transfer to Petplan.  You have 30 days from the date of the letter to tell Buddies that you do not want your information to be transferred to Petplan.

We will automatically transfer your information to Petplan unless you tell us not to within the 30-day window.  If you change your mind after the 30-day window and do not want to hear from Petplan, please contact them to let them know.

If you choose not to continue with cover from Petplan, your Buddies policy will end on the date of your renewal and your pet will no longer be covered by Buddies pet insurance. This means from this date all cover will stop and no further claims will be paid. If you do choose to end your policy from this date, we’d like to highlight that it may be difficult to insure your pet elsewhere for any existing medical conditions or illnesses, whether diagnosed or not, so please make sure you’re able to get like for like cover elsewhere prior to doing so.

What if I need more time to think about moving over?

Your Buddies pet insurance policy is an annual renewable contract with a fixed renewal date, which means your Buddies policy will expire on the renewal date.  We appreciate that the process is different this year so we have taken the additional step of contacting you 60+ days in advance of your renewal date to give you more time to consider your options.

The full details of your new policy will be included in the pack Petplan will send you. It’s important that you read through this pack and check your cover meets your needs.  If you have any questions about your level of cover, or to discuss the other levels of cover Petplan can provide, please call Petplan before your renewal date to discuss this further.

What is the claims process with Petplan if I need to submit a claim? (is the process the same, same email addresses etc)

Petplan have various ways to submit claims. You can read all about how to claim on the Petplan website: How to Make a Claim on Your Insurance Policy | Petplan

Why has my premium changed?

As Petplan and Buddies are underwritten by different insurers, they use different pricing structures which are independent of each other and are based on their own experience of providing pet insurance policies to a wide range of customers. Petplan have carefully calculated your premium based on over 40 years’ experience of providing pet insurance to millions of pet owners like you, using factors such as the size, breed, location and age of your pet.

Any claims that you made on your Buddies policy may have previously contributed to an increase in your premium at renewal. At Petplan your premium won’t increase as a result of any claims you make.

I want to change the way I pay. Currently I pay annually, and I want to pay monthly how do I do this and is there a charge for this?

To change your payment method, please call Petplan on 0330 102 2183, 8am-8pm Monday-Friday and 9am-5pm Saturday. Calls may be recorded and monitored. Call charges may vary. You can spread your premium payments over 12 months at no extra cost and this change can be actioned as your new policy is set up.

I have received an opt out from Buddies what do I need to do?

If you don’t want Petplan to set up a new policy to provide you with continuous cover, please let Buddies know before your renewal date. You can call Buddies on 0800 0354 775 Monday to Friday 9am-5pm, Saturday 9am-1pm. Calls may be recorded and monitored.

In this case your policy will end on the date of your renewal and your pet will no longer be covered by Buddies pet insurance. This means from this date all cover will stop and no further claims will be paid. If you do choose to end your policy from this date, we’d like to highlight that it may be difficult to insure your pet elsewhere for any existing medical conditions or illnesses, whether diagnosed or not, so please make sure you’re able to get like for like cover elsewhere prior to doing so.