Petplan Pet InsuranceReviews of gopetplan.com

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.

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 SIGN UP WITH PETPLAN. Petplan will increase your premium hugely every year! They have the lowest premium when you enter but then increases are massive. You will not be able to leave at that time due to pre-existing conditions. Petplan has increased my premium by 140% for my 3 year old dog. Massive increase - the premium has increased by $1,000 in this short time (2 renewals). I cannot even imagine how much my premium will increase during my dog's life time. I have been with other pet insurance companies out there and have NEVER had this experience. When I contacted Petplan and its ombudsman, I got stock answers stating that the increases are due to cost of treatment in my area, etc. Worthless responses. Read the other reviews here - Petplan is just entrapping customers and money grabbing. I am seriously considering contacting the regulators. Note that Petplan pays some review sites. Those sites will hide the true reviews and show only the positive ones. Read the true reviews and avoid Petplan. Avoid. Avoid. Avoid Petplan. I can't say it enough.

We have had PetPlan (Soon to be called Fetch) for our pups since 2009. It was recently (2019) purchased by a Private Equity Firm. And since then it appears the company has changed dramatically. On their google page, there are testimonials, corroborated by PetPlan, stating that coverage has been downgraded at renewal after large claims. Our experience had previously been quite positive and we are disappointed in the changes. Other companies are out there who do not do this.

This company used to be great but I'm leaving them after 7 years. Their premiums have skyrocketed and they are converting everything to working with bots and not being able to speak to a real person. In the past two days, I have been on hold with them three times for 30 minutes. I have not been able to get through to customer service. It used to be quick and easy to speak with someone, now it's nearly impossible.

I was very unimpressed with this company. They have recently migrated to a new platform to host their site. I signed up online for a pet insurance plan for my puppy, after a day I still had not received a confirmation email etc. I called to follow-up and it turns out there was a glitch in the system so no plan was created for my puppy. However, when I checked my bank I had been charged over $100 American for a plan (I am based in Canada). I called the company and was assured that this charge would not go through as I didn't have an account created. The charge did go through in American dollars (so not only was I charged for a service I did not have, I was charged even more because their system registered me as an American). It took weeks of pestering them with calls and emails for them to refund me the charge. I ended up losing money because by the time I got the refund the exchange rate had shifted. Definitely would not recommend this company, not worth the headache.

From the very first day of insurance activation, they were having problems setting up my account because their system was blocking my credit card. Finally in 48 hours a supervisor was able to make it work and my policy was created. However, whatever they did messed up my account in their system and I was not able to use their app or their online portal to view, see details of, and submit claims electronically. I was told IT will fix my issue shortly. A week goes by and no one has contacted me or followed up, issue is still ongoing. After spending 30 minutes trying to get a hold of someone I am told IT is busy and cannot deal with my problem at this time because their priority is currently a system update/changes that Pet Plan is undergoing. Rude but ok. After numerous phone and email conversations weeks ahead, hours spent trying to get someone to fix my portal access so I don't have to be in a situation where I am stuck unable to easily submit a claim online...still no resolution, still they are focused on their system upgrades over my IT issue. A month later, no resolution is reached, nobody cares to follow up with me, my email by a supervisor Don Davis are being ignored. I decide to cancel my account (2 days after my 30 day window of cancellation). Despite everything they put me through they refuse to give me a full refund back and charge me for that first month for nothing. Don is extremely blunt and rude on the phone refusing to give me a full refund, when he knows everything Pet Plan has put me through that past month. Unacceptable, they are stealing my money, rude supervisor who does not care about their clients.

This has become a horrible, untrustworthy, moneymaking scam of a company. I have had petplan for over 10 years. In the beginning they were great. This company is now finding loopholes to deny all claims or pay 10 percent on claims instead of the 80 percent. I will be switching immediately!! If I can file with the Bbb and attorney general to receive a refund of premiums that will be my next quest. Join another plan!!!