Petplan Pet InsuranceReviews of gopetplan.com

Great unless you have to deal with customer service... Forget getting service. Terrible!! If your lucky you might get one out of several who actually does their job and provides customer service. But they give you an answer that doesn't help then disconnect you from the chat without being able to respond.

The app is barely functional and difficult to use. It took them 30 days to review my claim and ask for for 2 years of medical records that are irrelevant to the claim (emergency visit for cheatgrass removal). I'm told it will take another 30 days for them to get back to me. Their website says they review and approve in 14 days...I'm still waiting so don't hold your breath. As soon as I'm done with this claim I'm getting a new policy with a different company. Read the AppStore reviews, they are all terrible. My review was previously removed by PetPlan because they didn’t believe I had an actual experience with them. I didn’t received any follow up communication from PetPlan or attempt to resolve my issue. It has now been 6 weeks and my claim has still not been processed.

These guys are awful. Their coverage in practical terms covers nothing! You need to have $500 expenses per year, per dog, excluding regular appointments, neutering and only then they would cover your expenses. I have two dogs so it means spending $1,000 per year on top of any regular vet appointments for the insurance to kick in. Of course, some people may not notice that and when they try to cancel things get even shadier: - Their site doesn't give you an option to cancel your plan. You can buy, update your card, and all that stuff but a simple cancel button they don't have. No excuses to pretend that is a hard thing to do. - Live chat sends you in a loop of articles and doesn't let you connect with a real person. - Phone calls keep giving you errors when you select the options and when it recognizes your selection, it tells you to call again during business hours. After going through hell to cancel my plan, I see my credit card charged with another year's worth of charges. Better Business Bureau is filled with customers complaining of them not processing their cancelations and keeping people's money. Stay away from these guys!

Absolutely horrendous business practices. I signed up for pet insurance to cover my dog in January of 2021. We NEVER got what was promised or advertised, despite spending hundreds of dollars on premiums every month. Their "simple" app - NEVER WORKED. You couldn't even sign in let alone make a claim. They had my dog's info wrong, my contact information wrong, and when they "tried to fix it" they set us up for two accounts and started to bill us TWICE every month for their own mistake.  We provided an entire pet medical history that showed a clean bill of health and made our first claim at the end of April. They declined coverage because they couldn't open the medical history document INSTEAD OF CONTACTING US TO REUPLOAD. When we re-provided the documentation, they changed the reason for declining us to " the pet has a history of this injury" although on the pet history it says "they RULED OUT any issues with the pet." Because the site and the app was down, we had no way of knowing the information was not updated. We had no knowledge of the double billing until we looked at our statements. I must've called into the tech support department 6-7 times and spoke with various people who said "we are aware of the issue and will try to fix it as soon as possible" letting months go by with no fix. DO NOT WASTE YOUR MONEY WITH PET PLAN. Very very poor customer service, seems extremely fraudulent, and they will take advantage of you. They are NOT on your side.

I've had this service for about 3 months. The technical issues are a nightmare. Right off the bat, we couldnt log in. Then we could switch over the email. Then they fixed the email issue, but the claims updates dont go to that email (which they cant change). I couldn't submit a claim because the app was down, then it wouldnt take the documents, then we couldn't upload the supporting documents asked for. Then the app disappeared, then if came back, but majority of it doesnt work. Its one thing after another. On top of all this, I submitted 3 claims, which (3 months later) were ultimately denied. 2 of them said that it was because we hadn't had an exam within 6 months prior to the coverage, but we had. And the documents we sent, that they supposedly reviewed, supported this. So, I've now had to make an appeal to re-open the claim. But I have ZERO confidence that it will be approved because, why would they make anything simple? I seem to be paying for increased stress levels, not actual coverage.

Beware of their claim submission process! After being customers for almost 10 years we had a surprisingly negative experience when trying to submit a large claim: 1. We were told to submit our claim via their new app. Their app kept crashing. 2. After waiting weeks with the app crashing, we gave up and submitted our claim manually. 3. Manual submission date was 94 days after the service date. They will not process claims greater than 90 days old. We were never aware of this (it's in the fine print of a 30 pg terms and conditions document). 4. After explaining the delay was because their app kept crashing, they said there's nothing we can do since we did not tell them the app didn't work sooner. It appears to us that they rely on a faulty web app so that people can't submit claims, and then when they do manually, if it's past the arbitrary 90 day submission deadline (even four days!) in the fine print they have a mechanism to deny the claim. We were very disappointed and after speaking to multiple people on the phone who essentially said nothing can be done, we are leaving this company and advising their other customers to be extra cautious. Update: the company responded a couple days after posting this review that "Someone from our team has reached out to you via email and is on standby to help resolve this claim for you." It has been several weeks since this message and no one has contacted me.

This is my first time to have to make a claim and so far it has been a terrible and frustrating experience. Firstly whilst there appear to be staff to sell you a policy via phone and a very short wait time, to make claim and actually speak to someone there are 30 minute wait times with calls passed to an 'overflow agency' if not answered and dropped or cut off by staff if you are willing to wait to speak to someone. Secondly, they have problems with their website and new app so documents are not easy to upload and you end up having to email directly to one of the advisors you struggle to even call and connect with. Thirdly, they seem to operate like the worst insurance companies and seem to constantly use delay tactics to avoid paying claims. I have a claim submitted for over 3 weeks with invoice attached, only now do they advise that this invoice is not in the style they require with regard to showing payment. Staff that do answer calls seem completely disinterested and demoralized to be even dealing with your call. With such a bad experience of this company and multiple parts not working it seems like they have issues as have been mentioned by other reviewers. Edited 5/25/2021. The above is still absolutely accurate related to my recent experience but I should add that Petplan did now pay all 3 of my claims as expected, it just seemed to take a lot of hassle to get there. 30 minute wait times to speak to a human are still the reality. I did speak to one, possibly two members of staff that were extremely helpful and genuinely seemed to be interested, but the others were as described in my earlier review. A number of recent reviews all seem to identify these issues, I hope Petplan takes note of these and addresses their service.

Do not pick this company. I need to start this off by saying I AM A VETERINARIAN ASSISTANT and SEND YOUR CLAIMS TO THEM DIRECTLY FROM THE CLINIC. This pet plan insurance claims it’s the most comprehensive one out there. They are not. They also claim that they will cover preexisting CURABLE issues (one would think that means ANYTHING that was preexisting but curable with some type of treatment) WRONG. Only for allergies, they specifically told me that to my face when I went to them reading them their VERY OWN TERMS AND CONDITIONS stating they cover curable ailments. They are ALWAYS making clients ask us at the clinic the change the way the doctors have wrote out what the issue with the pet, to then make them wait an extremely long time to ask for MORE DOCUMENTS!!!! Then wait again to only ever be declined. I have worked for many insurance companies having working at an animal hospital and never (I mean EVER) have we had so much issues with an insurance plan like we have with Petplan. I also used to be with Petplan before I got my position and now have discounted services so it’s no longer needed. And when I was I need to have some teeth removed on my cat and they declined the service because the emergency visit was within the first month of getting coverage?? Even though they had all his record and everything lined up perfectly, it’s unbelievable the amounts of lies this company is making and getting away with. THEN ALSO when I finally said enough is enough and cancelled my coverage was when I moved closer to my job (the animal hospital), my other cat started to experience some anxiety disorder issues to which they made me wait a MONTH AND A HALF(they advertise on their website and app that you get paid back within two weeks people.) only to then ASK ME FOR MORE DOCUMENTS (I had sent them EVERY SINGLE NOTE.. and I’m the one who faxed it so I know it got there) only for them to DECLINE MY CLAIM!! This company is a full scam and I honestly don’t know if I have come across a single client who has said good things about it. When people ask me about insurance at the clinic I recommend ANYONE else but them.