PawpReviews of pawp.com

This is the worst company I’ve dealt with so far. This is what happened, I took my cat to the vet and the bill was over $2,000 and I didn’t have that on hand. I did have on hand $1,000 which I paid there. I couldn’t afford the rest so I took my cat home hoping to ask family for help on the rest of the $1,000. I was going to pay that out of pocket without sending a claim to Pawp about it because I read their terms that they pay once. I submitted my claim for the reimbursement on the 1,000 and got denied because I took my cat home on “AMA -against medical advice” which doesn’t state that anywhere on their terms. I read it over and over again. I took my cat to a cheaper vet with the diagnosis the emergency vet gave me which was a lot cheaper. Don’t use this company, if I could give 0 stars I would In a heartbeat.

When I first used Pawp last December 2021, they were amazing! Absolutely fantastic service, I felt cared for, and their staff went above and beyond to help take care of me during a time of crisis. In less than year, they have gone downhill horribly! You can't talk to anyone over the phone anymore, they don't even have live people over the webchat. Only contact info is one email address. When I submitted my claim via their online intake form, I never received any response. After multiple attempts, when I finally got in touch with someone via email, my claim was denied due to a fixable oversight. They claimed they sent me an email notifying me, but I never received one. And now it was "too late" for a claim to be accepted. The "support staff" I interacted with said they had no control over it since it was the claims processing team that dealt with claims and there was nothing they could do. What's the point of support staff if they can't even liaise on our behalf?! Their customer service went from 110% to "not our problem" in less than a year. Horribly, horribly disappointed. Also, when you try to cancel they ask for your reason, but then only allow you to answer with one of like 6 pre-made answers. None of which are "your customer service sucks." They aren't actually trying to fix their issues, just mask them.

The whole process is so incredibly subjective and they will do ANYTHING not to pay. It would be much more beneficial for owners to deposit $25 a month into a separate bank account as a pet emergency fund. I know people say that about pet insurance all of the time, but Pawp, being as limiting as they are, is ABSOLUTELY not worth $25 a month. The biggest thing about Pawp: even if you and Pawp agree that your dog is suffering a life threatening emergency (and they activate your emergency fund), if your vet diagnoses anything else or additional, they won’t pay you ANYTHING. I’ve “called” them twice and both times I’ve talked to a barely-qualified tech (never a vet), who was clearly afraid of approving the activation of a fund and gave the wildest excuses (I pushed and pushed until she reached out to a vet and the vet agreed it was an emergency). The LVT’s absurd responses to a picture of a pee pad of pure blood that I sent her included (1) since it was on a pee pad, she couldn’t REALLY gauge anything, and (2) though it was quite literally 100% pure blood, she claims she saw a TINY bit of brown. Again, once she showed the picture to a vet and provided my dog’s info, the vet immediately deemed it an emergency. At this point, there are several other services and insurances out there that are cheaper and so much more beneficial than Pawp. And if you can’t find anything cheaper than $25 a month (you should), just open a separate bank account and save the $300 a year.

They my are the worse! Put in for an emergent request and was denied. Was told I didn’t have a video interview. I had a chat interview with one of their doctors. What is the difference? My dog couldn’t wait for a video interview he was diabetic ketoacidotic, liver enzymes were high as well as his pancreatic enzymes. Had diagnosis of pancreatitis. He crossed over 2 days after admission to the animal hospital. So tell me how this isn’t an emergency?!!! They take your money but done want to pay. Big joke! I wouldn’t recommend this company to anyone. They’re horrible!

They will deny your $3,000 emergency fund claim if you go to the vet before the video chat. It does not matter whether your pet is dying; they want you to do the video chat and not go to the vet or they will deny your claim. Their definition of "life threatening" emergency is so ambiguous that it is always subject to their discretion. They're always finding a way to deny you.

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.

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.

I wouldn’t even give them one star. Made a claim request to use the emergency fund when my dog had to go to the emergency vet due to throwing up blood. It was denied due to them needing a video call first. Two problems, 1. I’m deaf, how is that going to work out? And 2. I wasn’t going to wait for the vet technician to tell me to take my dog to the emergency vet, when I already knew that. Pawp is a complete scam and will use any excuse they can to get out of paying for vet bills. Hell, Chewy hooks me up with an actual vet, and they don’t charge for that service. Got rid of Pawp, will be looking for a a real pet insurance provider who actually follow through on their obligations.