Petplan Pet InsuranceReviews of gopetplan.com

edit with update: After taking 4 weeks to process a claim, during which the same information was asked for multiple times. They have only paid out a small fraction of what I am owed with no explanation of how they came to this figure. I will now be forced to take this to AFCA for resolution. AVOID AT ALL COSTS. I am currently in the middle of my first claim after having insurance with Petplan for 7-8 years. I have provided all information requested, twice. But they keep coming back asking for the same information. Even the vets complained about having to deal with them and their out dated paper based system. Take your business elsewhere!

I went to make a claim and was told i had to provide a 2 year medical history for my pet (who is only 1 1/2). Perhaps that was in the fine print but really! She also has had 3 different vets and the idea of spending even more money to request this - during COVID no less just wasn't worth it.

This is a horrible company. I was concerned when they changed their terms of service and contacted customer service. I was assured of the process I followed and reimbursement would follow. They denied the claim and justified it on the changes I was specifically told wouldn't impact my pet. When I appealed I was told a contract was binding, and then told there is no requirement to read, or acknowledge the contract with a signature. The the only acknowledgement they have is a log of my contact with customer service. I have tried to allow them to behave ethically and honor the commitments of their employees, but they continue to deny coverage. Please make sure you submit each and every medical bill to them - hit them where it hurts. Make them pay for their lies that endanger our pets.

Have insured my dogs with Petplan for well over 30 years now, always with satisfactory results until now. Latest claim took over EIGHT weeks to settle, and then only after 4 chasers from me over the period plus two from my vet. Kept asking questions that they should have had on their database - dog has been insured with them for over 7 years, and then only when prodded. Whoever handled this claim should be sacked, or at least retrained. Will not be recommending you to anyone in future. Only one word for it ABYSMAL

They were taken over about a year ago and I’ve really gone down hill. They just delay paying the claim and keep saying they don’t have the forms and you have to call your vet again and again and again and have them sent their customer service representatives have no idea what’s going on and give wrong information . There’s a lot better companies out there now with more coverage for less premium

Trust me, do not use them. Terrible experience with the claim department. My dog is 8 years old and has had insurance for at least 7 years. Gogetplan are super good with new policies and collecting your money and then when you need them for the claims, they go to the tiny fine print. They are saying that there was no baseline exam and that he had pancreatitis for months before I took him into the vet. A dog with pancreatitis that is not taken care of will die in days. This is ridiculous. Because of pancreatitis, we found out that he had bladder stones and we did a preventive and proactive surgery and now they say that it's not covered. I have referred GoPetPlan to so many friends and family. Please do not use them, trust me, look for other companies and make sure you read the fine print. Their customer service for new policies is awesome, but once you go into claims they are terrible. Zero empathy and non-sense fine print. They are liars and not sure how they are ethical about playing with people's dogs/claims. Contact me if you have any questions. I can show you the vet records for the dog for years so that you can see that I am not making anything up. Please do not use them

Been with them 11 years will never go with them with any new pets from now on. They have gone from great to horrible. They used to pay within 2 to 3 days you would have a check in the mail they were great! Then they get bought out by other companies and it just slides downhill from there. Now you get turned down for so many things saying that they need more information even though you’ve sent them everything and the vets are specialists (aka lower reimbursement) and have been the same vets they have covered for years. You have to call or within a short time frame as you have agreed in fine print (added into every claim to accept their denial if you don’t respond within a certain short time) so you have to constantly check! Then they change the terms of each pets deductible and after the deductible is supposedly met sometimes thousands of dollars later and they are supposed to cover 80% and they never do. Now they fight me on everything even though I have always told the truth, I have always gone to extremely reputable places with the best vets. Brought my cat in this year to get an exam and also deal with a constipation issue. Because I had them both done at the same time they considered his constipation pre-existing to this year‘s exam! In a very heated conversation with a supervisor recently (he was very condescending, flip etc.) it doesn’t matter if he has been with them 11 years nonstop with no prior issues. So I am denied the rest of his life everything is out of pocket over $1500 besides his $1000 a year policy and zero coverage for this from now on. He said they could not tell me if anything else in the future would be covered that is fine now and that my best bet is to get pre-authorized which I have never had to do before. So it doesn’t matter how long you’ve been with them all they care about is the start date of that year’s policy. So if I had had the exam and then taken him in later for constipation it would’ve been covered so learn from my mistake. They have an app to send your claim and which are used to work great but as they keep changing it they make it harder and require more information as the years go by. And no matter what I say they will not change when you make a claim the first thing you see on the first page is “if your pet is no longer with you check this box”. Your beloved pet is making a claim due to the fact that it is ill and often terminal and the last thing you want to be reminded of EVERY time you start a claim is if your pet is still alive or not! It should be on the last page not the first page if at all! Of course you’re going to contact them if your pet passes away or is euthanized but they don’t care If it seems inappropriate or upsets you at all. Speaking of that it took over two months to get my cats euthanasia covered that was a battle as is everything these days. You have to be on top of it all expect them to turn it down now expect to fight them and have to battle over every claim and expect to not get paid for quite some time! Go somewhere else because once you start it’s hard to leave due to age, pre-existing etc.

Pet plan gouges customers as your pet ages, claiming its because of the breed. My premiums have gone from $55 per month to $116 over the 7 years I have insured with them. This makes it unaffordable to insure them as their needs increase. Better off to put $50 a month into a savings account and get compounding interest to cover the vet bills. And hey if the pet lives a long healthy life and dies peacefully with only a euthanasia bill to put them to sleep you'll be able to use the money to buy another dog or even better get a rescue dog and take them on a holiday in the car you'll be able to buy from the savings instead of Pet Plan making a profit. Shame on you pet plan, shame!