When your dog or cat has something that does not look like an emergency but cannot wait until next week either, being able to speak to a vet quickly helps you decide what to do. Petplan puts three different channels at your disposal for exactly that, and each one has its own hours and its own way of working.
Three channels, three ways of asking
Petplan’s veterinary consultation service works differently depending on the channel you choose: telephone, vet chat or video consultation. They are not the same and they are not available at the same times, which is worth knowing before you need them.
All three put you in touch with registered vets. The difference lies in what each channel lets you do: talk and get guidance, write and send documents, or show your pet directly in real time.
The telephone: 24 hours, every day of the year
The veterinary telephone assistance line is available 24 hours a day, 7 days a week, 365 days a year. It is the channel meant for emergencies, above all when you cannot reach your usual vet.
That is why it is the only one of the three that does not depend on office hours. If something happens in the middle of the night, on a Sunday or on a public holiday, this is the channel to turn to.
The vet chat: Monday to Friday, 9:00 to 18:00
The chat lets you talk in writing to a vet and send images, videos or documents that add more information about the case. It is available Monday to Friday, from 9:00 to 18:00.
It is the useful channel when what you need is to show something specific: how a wound looks, an earlier report or a test result. On top of that, the conversation stays in writing.
The video consultation: by appointment, in working hours
The video call lets the vet see your pet directly in real time, which makes it easier to assess wounds, limping, how symptoms are developing or any visible change.
It works by prior appointment, Monday to Friday from 9:00 to 18:00. It is the channel closest to a consultation, because the vet can ask you to focus on a particular area or to walk your pet.
What a remote consultation does not replace
Talking to a vet remotely helps you get your bearings, but the policy is built around taking your pet to the vet you choose when that is needed: you pay the invoice and we reimburse it.
That reimbursement is 100% of veterinary costs from illness or accident, up to a maximum of €3,100 a year, with an excess of €45 per illness and not per visit.
Frequently asked questions
Who am I speaking to on each channel?
Registered vets, both on the chat and on the video call service Petplan puts at your disposal.
Does the telephone have the same hours as the chat?
No. The telephone is available 24 hours a day, 7 days a week; the vet chat, Monday to Friday from 9:00 to 18:00.
Do I need an appointment for the video consultation?
Yes. The veterinary video consultation works by prior appointment, Monday to Friday from 9:00 to 18:00.
Can I send photos or reports?
Yes. Through the chat you can send images, videos or documents that add more information about the case.
