PawpReviews of pawp.com

Edit based on their reply: the policies state that the benefits are limited to one emergency event per year, as I quoted in my email. When someone is transferred from a small town hospital, to a big city, they are never discharged, they are transferred for continued care. Exactly what the case was with my dog. Had he gone to the emergency clinic originally, all of the funds would’ve been made available since my bill there was almost $4k, but since he was taken to the closest place possible, I’m left with the entire bill because Pawp makes up rules as they go. Very unimpressed with the customer service from Pawp. My dog had a heat stroke while I was out of the country. My pet sitter rushed him to the vet, where the doctor called and told me he was 10 minutes from death and they were going to do what they could. Towards the end of that day, on a Friday of course, she suggested that he be transferred to an emergency clinic because he was not stable enough for release. He was then transferred to a clinic that the original clinic works closely with, where he ended up needing a blood transfusion, plasma transfusion, and additional life saving measures. My total bill for the first clinic was close to $900, my dog ended up being hospitalized for a total of 3 nights at the emergency clinic, before he was finally discharged for additional monitoring at the normal clinic when they opened back up on Monday, and officially released Monday evening. My total bill for the emergency clinic was $3700, and the additional monitoring at the other vet clinic (that I did not submit to Pawp because this was my choice) was $225. So about $4800 for the necessary emergency care. Fast forward to submitting the claim, I am actually impressed that they agreed to pay anything, especially based on the horror stories I read. I will give them credit for that, they agreed to the initial $888 bill, even though I had not been able to do their TeleHealth visit with the vet team to authorize the fund. I submitted all the documentation from both clinics that my dog was treated at, both having to take life saving measures, and filled out all the information they asked in the "emergency reimbursement request form." But, when I messaged them because I had additional questions about why the full amount of the emergency fund was not activated, that's where they really turned me off as a customer. The first person who responded to my message was "Lala" and she said that his emergency vet care, the transfer from the day clinic to the emergency clinic for weekend care since the day clinic was closing, was considered "follow up treatment" and they don't cover scheduled follow ups. I let her know that this was not scheduled, it was in relation to the original emergency and therefore should be covered. Someone named "Patrick" started responding to my emails after that, and he is not only rude, but won't provide any physical documentation of the policies he references. I referenced several of their own policies in my emails to them, quoted them directly, stating each policy that should cover my pet for this emergency. I also specifically asked several times for documentation of the policies that he kept referencing, and where I could find them. He would ignore my requests, and respond back with vague, seemingly made up rules like "our policy says one pay out" or "our policy says we don't cover split invoices," when that is nowhere in any of the documents. He also told me that because I had already accepted payment for the original amount they offered, there was nothing he could do. I told him that having questions about the payment amount, and him saying I'm ineligible for any further compensation would be listed in the "rules and regulations" document, and its not. These people can't keep their story straight. First it was because it was follow up care, then it was because they don't cover split invoices, then it was because I had already accepted the original payout and nothing else would be authorized. I also repeatedly asked for Patrick to get me the information of someone I could actually speak with, as well as his supervisor's information, and he refused. When I asked him "are you refusing to give me the requested information?" He just decided to not respond to my email all together. All in all, they look for any reason to deny your claim, and even when you reference all the policies that protect you as a consumer, and prove that you should be compensated, they don't care. Their customer service agents are rude and won't provide the documents that reference the policies they cite, so it seems like they can make the rules up as they go. A company like this is cool in theory, but I'm unimpressed with Pawp and will seek out other options.

I had a behavioral issue with my cats and was given very concise information as how to best deal with their issue.

If I was able to post negative stars I would. Some time back my cat was very ill when I came home from work. I called and they said it could wait until the next day. By morning he was extremely sick. I took off work and took him to the vet and the vet said there was nothing he could do and that he had to be put to sleep. The vet stated that had I brought him in the night before he would have had a chance. Next on Memorial Day my Chiweenie was attacked by a neighbor’s pit bull. He was hurt badly and I had no time to call anyone. I emailed Pawp the next day and they said they would email me a form for consideration. I did not receive any email. After that I had a stroke and was in the hospital for 16 days and then to a residential rehab facility. I finally was able to return to my home. I emailed (as I couldn’t find a phone number) and Patrick said they emailed me the form. When I advised him I didn’t receive it and explained the events (stroke) he said it was too late to submit a claim. I said I’ve been paying them for several years. Patrick said again I couldn’t file a claim. I asked to speak to someone with more authority, he said he was head of support and they would not make any exceptions. My precious pup wasn’t expected to live and underwent 2 surgeries.Praise God he made it no thanks to Pawp. I’m a senior citizen and paid my premium for several years to protect myself and my fur babies. Pawp is very prompt to withdraw premiums every month but do not provide the service they advertise they will. I lost one and could of lost another. I asked Patrick to give me the name of a veterinarian here in Alaska which they actually paid and he did not. With all the premiums that I’ve paid over the years it would’ve put a huge dent in the over $2500 bill I had for my dog. I advised them to cancel my account and I felt that I had some type of refund coming. Patrick said there would be no refund. This seems like a very well thought out scam and I would not recommend it to anyone. I am horrified at the service I received from this company which cost me one pet and almost another. Steer clear of this company they will do nothing but take your money and provide no service.

When you can't find a Vet to answer your call or live far away from an emergency vet clinic the online Vet help is great. Haven't used the emergency fund yet but so far this is great anyway!

this is about the payment method. on my regular account i got scammed and my bank closed the account temporarily. i tried to make my monthly payment which pawp says the accept prepaid cards but they wont accept mine because its not linked to an account number. so in other words i tried to fulfill my monthly dues and they refuse to accept it. very disappointed d frustrated because now ill they will cancel me .

We had an emergency at 10:30 pm Friday night, and they were there for us through several calls, telling us what to check, and basically holding our hand through the process. Now it is just a matter of waiting to see if they pay for the emergency visit or not.

After the call we felt re-assured that we can always call a vet whenever we have medical problems with our beloved pet.

This was by far the best decision I made to ensure my dogs are well taken care of. The virtual visit with a veteranrian was professional and knowledgeable. Outstanding!