customer
Need for change
I want to first say that the 2 Veterinarians that I spoke with were great. That is why I am giving a 3 star rate. It was the first time that I used Pawp for my sweet girl Luna. However, I felt I was experiencing an emergency with my girl. She was not her normal self. She had gotten into something that was toxic to her and was having a bad reaction. She was lethargic, had tremors, and could not hold herself steady. She was definitely struggling and not doing well at the time. It was a horrible night, for I was told by both veterinarians to wait till morning. That they could not authorize the funds in order to take her to the hospital. I was also told that I could take her, however, there was no assurance that Pawp would help with any payment towards the possible bill. I want to add that my girl did make it. But I also figured out that emergency in the Pawp environment is limited. It says it can be used in an emergency and to me, Luna was experiencing an emergency. I needed a doctor to evaluate her and at least let me know she was not having a stroke, aneurysm, or something that could have taken her life. I will be looking into another form of insurance for both my girls in case of an emergency. Once again I will say it was not the Veterinarians that I spoke with, they were fantastic. It's the Pawp policy of what is considered an emergency to me that is the issue. I need to have peace of mind. I feel with Pawp my girls are not in good hands at all. I am guessing it takes getting hit by a car or worse to be considered an emergency. To me, that is not enough. Our pets are like children, they can get into anything. No matter how much we oversee them and are overprotective of them.
Response from PawpApr 3, 2022
Thank you for taking the time to leave this review. I’m glad that Luna is doing well. We are all pet parents at Pawp and understand how stressful situations like these can be. I’m sorry to hear that you had a negative experience. We have specific policies in place to ensure the emergency fund is being used correctly and to protect the integrity of our brand. At this time, Pawp has a specific threshold of what we cover with our emergency fund, this is further explained in our Emergency Fund Policy Pdf which is located in the member portal. Ultimately it is up to our vet pros to enforce the policies and I apologize that this meant your situation was not covered. I appreciate you mentioning that your experience with them directly was positive. You are able to reach out to them at any time even for non emergency situations. A lot of members do choose to have our plan in addition to their traditional pet insurance if this is something you are considering. Our members' feedback is extremely important to us and I appreciate you sharing your experience. If you would like to further discuss your situation please reach out to our Care Manager Hannah at [email protected]. -Best wishes, Pawp Support Team