Petplan Pet InsuranceReviews of gopetplan.com

Based on a lot of reviews, these people seem to be just be about money. I had 2 fraudulent charges from them on my card, I guess someone used my card, no clue. I had other charges, like for some place called SitterCity. SitterCity helped me with my refund, got me my cash back and then I never got a recurring charge again, because these are monthly charges apparently. With PetPlan, I ended up getting 2 fraudulent charges, because I didn't get to my new card in time and I didn't realize the charges were monthly recurring charges, for a little while. PetPlan basically just said they couldn't do anything for me at all and then what annoyed me also, is that they didn't even bother to answer my second e-mail, responding to them.

Well I have had pet plan for 2 years paid all my routine visits myself and have needed it just once. In order to be paid I have to go back to the vet and get all my dogs records since she was born. Then there is a deductible. I have paid 75 dollars a month for two years and my dog became ill so I took her to the vet. She is fine no thank God but considering I have given petplan 1800 dollars over the course of 2 years I don t feel I should be put through the ringer over 80% of a 500 dollar bill. Insurance companies they sure are not out for their clients they are merely a business like Walmart or General Motors.

We’ve been with PetPlan for almost 13 years. At first it was a great company. They had good rates, quick responses, prompt claims services and a great website. I’m now think they must be ready to close their doors. Massive rate increases, very slow responses, very slow claims responses and a horrible new website. The website is barely usable on my phone and does not work at all on my Windows 10 laptop. We also used to get a nice magazine we no longer receive. We are wanting to add our new puppy to our plan, but don’t want to work with a business that is about to fail.

First off, I have had Petplan insurance on my pets for over 8 years. I got an email asking for updated credit information or that I would risk losing the insurance. I looked on the app and my information is already correct and up to date, but now I am concerned since I got the email. I tried to log into the website and found that I cannot log into my account…it claims I do not have a Petplan account. So, I called the number listed on the website for current account holders. It immediately said “we are sorry to inform you that you company has temporarily halted support.” So then I called multiple other numbers listed online. I got the Petplan message on one and selected the option for current account owners. The automated message said that someone would be with my shortly but then the music just stopped playing after just a few minutes. I waited on hold for over 25 minutes (and this is the second time as I hung up the first time after being on hold for 10 minutes). Of note, I started calling after 10:00 am which is when their Customer Care Center reportedly opens on Saturdays. Update, I hung up after being on hold for nearly 30 minutes. I called back and pushed the first option to get a new policy and got a live person almost immediately. I told him about my difficulties and needs. He said he could not help me, because he was in sales but that the Customer Care Center people were there and he would transfer me. He specifically promised to put me through to someone who could help....guess what, I was on hold for over 7 minutes and then the phone was hung up…on the Petplan end. I called back to sales again and got another associate who stated that he was getting many, many of these calls, but that he could not help because he was in sales. He assured me he would transfer me to a live person and would not hang up on me. After 5 minutes, I was able to speak with a live person in the Customer Care Center. She was able to confirm that my information was up to date and that my payment went through and that I would not lose the insurance policy like my email stated. She also confirmed that my other pet still had his account despite all of the information listed for his account on the app being completely wrong. She did not think this could be fixed right now.... After I asked, she also was able to tell me that I need to get more records from my vet for a large claim that Petplan is supposed to be processing. I am glad I asked, as Petplan had not communicated that very important information to me. I asked her what was going on with the website, the app and the customer service/lack of ability to get through to a human…..as I have had repeated problems with all of these over the last several weeks. She says that the company tried to push out a system update, and it didn’t go well and that they are trying to fix it. Keep in mind, it has been over a month now…. She claims Petplan is still in business and still owned by the same company. I asked how I was supposed to submit the additional documents from my vet when I get them if I could not be assured the website or app would be working (as they have not worked at other times when I have been trying to submit documents related to this claim. One time they sent me a one time link to drop documents into. Today, she advised emailing them directly. You have to include the pet’s policy number in the subject line. At this point, I am happy that I got help today and still hopeful that my claim will be paid, but beyond frustrated with this company based on my experiences over the last 2 months. I picked this company due to ease of use and reputation. I have paid them A LOT of money over the years for my healthy pets, the peace of mind it offered, and with the understanding that I would be able to get insurance on my pets for years to come. I hope that is the case. I am concerned about people saying that limits have been put on their insurance after a claim has been paid out and also concerned by people stating that premiums can go up more than 83 percent a year. Perhaps, it is time to think about just putting the same amount of $ into savings. Prior to my experiences over the last two months, I would have whole heartedly recommended this company despite the fact that I had never filed a claim. Perhaps I will be able to recommend them again when they fix all of their technical and communication issues. If nothing more, they should start by providing information on the main page of their website about the problems they are experiencing and what they are doing to fix them. The expected timeline for a fix also needs to be articulated. That said, if you are considering this company, I would strongly advise that you hold off until the website, app, and customer care/phone experience are all functioning appropriately. I feel bad for all of the frustrated people that have shared my experience with this company.

Do not use PETPLAN. I have had my dogs covered since I got them...10 and 5 years ago. I did not mind the increase in fees, every company has to be profitable. BUT, recently my dog injured her knee. We took her in and a got a referral to a vet surgeon. After surgery we filed a claim for the 5K surgery. Our claim was denied because we did not take her in for a vet check up in the last year. Between our travelling and COVID, we did not make an office visit last year. Here's the thing. Our dog is healthy and happy. But (according to PETPLAN) anything found on the recent visit (the first visit after a year) is considered to be a preexisting condition and therefore this surgery was not covered. If our dog had an internal issue, like worms, our not getting a check-up and delaying treatment would have exacerbated her condition, requiring more extensive care. I can understand not covering this because it would have shown up and been treated earlier. BUT, a sudden and dramatic knee injury! That, by it's very definition, cannot be a PREEXISTING CONDITION. It would have not been on any previous exam and my not getting to a vet for a regular checkup did not create her knee INJURY or exacerbate her condition. So PETPLAN used their preexisting clause to deny my claim. I get it, they want to see that customers are taking care of their dogs. Let me tell you, taking a dog to see a vet once a year has very little correlation to how owners take care of their dog. However, the fact that these owners are paying for expensive pet insurance EVERY YEAR is a good indication that the dogs are well cared for. I have paid for 15 years of coverage to PETPLAN between my current two dogs. How about looking at the results of the exam that she got when we first took her into the vet right after injury, the blood work and all other exams were great. The only issue was the injury that had just happened. So, they denied the claim and I get to pay the 5K surgery bill. After her first knee surgery and full rehab, she injured her other knee. We have surgery scheduled for tomorrow. There is no way I cannot get it fixed and watch her in pain, limping and dragging her hurt leg around. So we will file another claim for the second surgery. The clause of not getting a check-up each year will not apply because of extensive blood work and exam prior to her first surgery. She did not present to her first appointment with the current knee injury, so the clause that says that any condition presented at first vet visit after a year passes, is considered to be preexisting, does not apply...and should not apply to acute injuries. (My dog is extremely well cared for and healthy, as indicated by recent test results. She experienced an acute injury for which I immediately took her to the vet. If her malady was internal, like failing kidney, I can see how not going to vet for a check up could contribute to making her condition much worse). I really hope this second surgery is covered and they don't pull out some other clause to deny my claim. How could anyone justify sending money every month to a pet insurance company that makes policies which can routinely deny claims? GOT IT. They are the insurance company and they can set any policy they want. They can require we take our pets to the vet once a year, and if we miss that requirement, they can make our insurance policy worthless in the event of a sudden injury. They can decide that ANY CONDITION brought up in first vet visit is considered pre-existing, again making our policy worthless in the event of an accident. Of note, the main reason to take a dog to the vet outside of routine visits is for an injury or illness. I cannot even imagine how many times PETPLAN has been able to use those two clauses to deny claims. IMPORTANT: DON'T MAKE THE SAME MISTAKE THAT I DID: If you have not taken your dog to the vet for the last year and your dog gets sick or injured, first make a vet appointment for routine check-up and do not mention their condition. The next day make another appointment with your vet and get your dog the treatment it needs. Sure you delayed treatment for a day, but you can have piece of mind during this stressful time, knowing that your insurance company will have your back. It is just that simple and makes all the difference of whether your claim is approved. If only, on the day that my dog was injured and crying in pain, I had the presence of mind to find my pet policy, read it really carefully and make that routine vet appointment first, then I would have the pet insurance that I have been relying on with every payment made. I have talked with a representative and a supervisor, but that is a waste of time. It was evident that PETPLAN's approach is black and white regarding their policies. Seeking treatment for an acute injury, without any appts for the past 12 months, makes it preexisting? Nice.

BIG rate increase unacceptable !!! So disappointed to find out that PetPlan have increased the premium on the policy for my 3 yr old dog over 55% !! As noted by others, was given his age (really he's only 3 and only a couple of small claims for eye/ear infection), breed, and where I lived ... all bs responses ... after my 3rd phone call to discuss was told the underwriter increased rates ... they basically say pay it or don't be covered ..... utterly unbelievable

We started with PetPlan in 2013 when we adopted two rescues. As others have said, we had a big fee bump when they changed underwriters, but we stuck with them. The annual increases continued, sometimes very small, sometimes 20%. We've had some claims, and they were always very prompt and fair with payment; no complaints there. This year the rate for one of my dogs went up 73% in a single year (the fee for my other dog, just a few years younger, went up 20%). I couldn't believe it and called twice to ask them to recheck. They insisted there was nothing to recheck. The rates were set annually by how many claims they had, the state we lived in, the dog breed, and other factors they didn't explain. Well the dog's breed hasn't changed, and the dog has predictably aged one year. I told them I was shocked by this increase and disappointed that now (i) after all these years of sticking with them and paying thousands of dollars; and (ii) my dogs are reaching an age when we might truly need the insurance, their service has priced us out -- it would cost us $6000 a year for the two dogs for 80% coverage (it was $1400 for two dogs in 2016), with no idea how much those fees might go up a year from now. For all their verbiage about how much they care, I certainly don't feel like they care about their middle class customers getting priced out as our dogs age and their rates skyrocket. They are either passing on unacceptable operating costs to their customers or nudging those of us with older dogs out the door. A year ago I would have recommended them highly, but now, I'd suggest you create your own savings account and bypass these heartbreaking rate surprises.

Hi I recently had a claim with Petplan which who I had been a client for years with no real claims. The customer service was great but I feel they looked for a loophole in paying my claim because it was a rather large one. It makes me feel very frustrated with their claim process and not wanting to continue to do business with them as they might not provide the coverage they claim to. Be very aware of their rules and stipulations for paying claims as they are out for their own interests not the pet or the policy holders.