Petplan Pet InsuranceReviews of gopetplan.com

We have a puppy that has allergies. So we took her to the Vet and he gave her a shot and prescription to treat the problem. Petplan Pet Insurance spends more time avoiding the claim and keeps requesting more and more ridiculous records. This is NOT the first pet that we had insured, so will be cancelling our insurance and going elsewhere.

Save your money. Despite spending $1200.00 per year for insurance, Petplan finds a way to deny submitted claims. Recently submitted multiple claims for an ailment documented by my vet as unrelated to any previous condition. Petplan decided the ailment was a pre-condition and denied the claim. Asked the supervisor Don to kindly speak with my vet for a clearer explanation…obnoxiously declined. Found plan to be obstructive and self serving.

Looking at the grievances from Petplan customers it seems like a lot of us have experienced the exact same thing. Although I had a very good experience with Healthy Paws in the past, in this Covid economy I had to go with the cheapest rate when I was shopping around for an insurance for my new rescue dog so I chose Petplan. Their rate came out way cheaper than all the other companies. But it was a scam. They won't honor their rate after the first year. It is false advertising to lure prospective customers into signing up with them. After a year my premium jumped from $70 to $121 out of the blue. This company does not communicate the real cost of services at sign up, their initial rate doesn’t reflect Petplan price range at all. This lack of transparency continues when the real rate is about to kick in. I received a renewal letter via email, prior to the new policy period but it did not mention a price or an increase. There was no dollar amount whatsoever. It said that the details of the policy can be found on the portal, under "my policy documents." When I went on the portal there was no tab or link to "my policy documents" so I just moved on with my day. I have had pet insurance before and I knew that premiums only increase slightly every year so I was not worried. But later on I found out that they had withdrawn almost double the amount of the usual premium from my bank account. They should have honored last year's premium with a minor increase, just like all the other pet insurance companies do. My dog is still young, I signed her up for insurance as an investment for the future, for when she will be much older, as it is very difficult to find a decent coverage for senior dogs. It was purely an investment for her old days. All the money I paid for premium last year is wasted as I can’t continue working with an insurance that doubles its rate overnight. How much would be the premium by the time my dog turns 10? $600 a month?

Is the worst insurance in the world. It is the worst insurance for pets. My dog ​​was born in March 2021 and when I took him to the vet and he had an ear infection and that was in August of the same year and he submitted the insurance payment, they denied me saying that there was no examination prior to that of at least 6 months. I had to have brought the puppy to the consultation before it was born. And for the second date they paid a little less than 40%. Really very bad that insurance. I do not recommend it to anyone. The worst that there are abusers and thieves

Worst customer experience I’ve ever had. I filed a claim for a diagnostic visit to a specialist recommended by my vet for my 18mo puppy. During the 6-week-long saga of trying to get this $1100 claim addressed, here’s what happened: —I got the run-around from several unhelpful “customer support” agents, some of whom blamed a big in the system, others insisted I had in fact not submitted the documents, none of whom exhibited an ounce of compassion or helpfulness. —I received an email from petplan saying they’d reached out to my vet for additional docs (which my vet insisted did not happen) —I got a separate email from the petplan policy renewal department thanking me for my renewal and congratulating me on my “healthy pet discount.” When I opened the account details, I discovered petplan had DOUBLED the annual cost of my policy from $650 to $1100. —I spoke with ONE agent who went out of her way to help me and expressed sympathy and empathetic frustration for how convoluted and dragged out this process had been. She stayed w me on the phone while I sent her the missing documentation directly and then expedited my claim for me. —Two days later I learned my claim had been denied because the policy does not cover a diagnostic visit if that diagnosis is related to anything that may be deemed “clinical signs” of a condition that pre-dated the policy’s wait period. So because my puppy had a a bit of a limp during one of his early vet visits (which we’ve now learned is hip dysplasia), nothing related to any of his care is covered. —the final person I spoke with was downright cruel and offered not a single shred of decency or compassion. I cancelled the policy; she gave me a shpiel and asked cheerily if there was “anything else” she could do to help. I thanked her for reading me the script, and she said “it’s not a script ma’am - it’s just a list of things I have to tell you.” Tip of the cap to you, petplan/fetch team. EDIT: You’ll notice in the response below, the only thing they acknowledge is their preexisting condition policy - which is actually not at all what my complaint was about.

Twice in three months they took payment out not on due date but two weeks early. This time I asked for it back. 3-5 business days. Not acceptable. They are fast for payments, snails pace for reimbursements. Their App is not functional!

I have been a customer for a long time. Their customer service used to be great. I have had a recent claim with horrible customer service experience. About 30 days after I submitted a claim I received an email fro Petplan indicating I had not responded to a request for additional information. I emailed them back immediately and told them I had not received a request for information and to please let me know what they needed. I also tried to call and after being on hold for about 20 minutes the call was answered by an “overflow” operator. She said someone would call me in 25-48 hours. More than 48 hours have passes and I have not received a callback. One of the automatic response emails I received from them indicated that cuatoner service is there 24/7. That is not true. I tried calling over the weekend and the recording indicated that their customer service was open only during the week and not 25 hours a day. This is very frustrating. Something has changed with the company. They used to be very easy to work with. Now I am not sure they have live people working there! I have an update. I finally got through to Pet Plan. Anne at Pet Plan was very helpful and apologetic. The problem I had has been resolved.

It’s difficult to know where to begin, as I’m incredibly angry and disappointed with PetPlan. I was just informed you’re denying my claims because they weren’t turned in within 90 days of service. I wasn’t even aware this is now a rule. Please be reminded this our second dog we’ve insured with them, and we took great comfort in knowing medical expenses wouldn’t be a worry for Otis (first dog with them). Consequently, he lived a long, high quality life. We didn’t rush to submit claims and often held them until a specific incident was completed. This also allowed us and our vet to deal with claims less frequently, which was helpful for our vet’s busy practice. Over the years, we’ve recommended pet insurance, and PetPlan in particular. When we adopted our current dog, Kaos,(recently) we didn’t hesitate to purchase a policy on our new puppy, not realizing how things had changed with PetPlan. We didn’t receive a welcome packet and were never notified about these important changes. When the pandemic began last year, we were working long hours to keep our businesses afloat and my wife had to accept another job for additional income. We didn’t realize we also needed to worry about our pet insurance claim deadlines. When I finally had time to work on our claims, initially I was pleased to see they could now be filed online. Because we moved, we had two vets to coordinate with on the claims. We were anxiously looking forward to getting these claims paid, as we’d been forced to uses a credit card for many expenses due to the pandemic’s effect on our income. After our initial submission, you requested additional information, requiring more time and coordination with our vets. Imagine my shock when claims were denied for being beyond 90 days old. It took some digging to find the 90-day rule buried within the policy. Why would you waste everyone’s time when you had no intention of paying these claims? I’ve been in the insurance and financial services industry for nearly 40 years and would never allow a client to purchase a policy or make an investment without fully explaining and knowing they understood the details of it. At this point, we’re extremely disappointed and angry with your decision, and would like to know your rationale for changing such an important facet of the policy without explaining to your policyholders. From our perspective, it appears you’re far more interested in collecting premiums than providing service to clients and covered care to animals. For those reasons, we can’t recommend PetPlan and will reassess our own pet insurance decision. Thank you.