PawpReviews of pawp.com

I entered a claim in June,2022. My dog marble had to be put down June 12,2022. It is now August and I have no update on my claim. I no longer have a dog and you are still taking my money for insurance on a dog I no longer have, an no response on my claim with the vet bill that I submitted in June, 2022. Update Aug 9 They have now claimed that they do not have a claim under my email address. If they check the communication history chat they would have documentation that I spoke to a representative via chat about the claim, and the emails asking me to be patient because of how much claims they have to review. So now they have denied the claim based on not reporting within 14 days. If it's not the scam standard of operation to contact one of their vets if you can get one on the line while your dog is in distress, before actually contacting a vet that can physically help your dog, then it's them gaslighting your follow up emails on your claim and then conviently indicate that there is no claim under my email. When I complete another claim, they respond the next day with the denial explanation of not filing with in the 14 days. Then they also make it challenge to cancel the insurance now that it has been 2months since my dog passed away, with no link directly to cancel the membership only the instructions. I got more compassion from the petplate where I purchased the dog food from, that provided refunds and flowers after my dog died. Pawp has a Evil and disgusting set up. T. Shaw

This company is a complete sham. They have an arbitrary requirement to video call with their vet in the midst of an emergency. I had been communicating with their doctor all morning (and even attempted to video call her twice). I finally decided to take my dog to the emergency animal hospital after his face swelled and his breathing was shallow along with the vomiting and diarrhea I had already contacted her about. I communicated this with the vet and she was aware to the animal hospital. As I was the one driving, she wanted me to wait to video call with her until we were stopped (understandable). Once we arrived at the vet, she failed to respond when I told her that we had arrived, and before the doctors came out to get my puppy. Even though she was aware that we were headed to the emergency animal hospital and even though we tried to video call her twice in the same conversation, they still denied my claim based off of this arbitrary requirement. What a scam. I will be going through an arbitrator and/or filing this in magistrate court. This company is a joke. Edit to acknowledge the reply: pawp has conveniently refused to acknowledge that I had attempted a video call in the same conversation and that the emergency doctors came out to grab my puppy before their vet responded to my message about having arrived at the hospital. Please save the phony policies.

If I could give zero stars, I would. My dog stopped breathing while playing with our 6 month old puppy & tweaked a disk. The pain was so intense he lost his bowels while not breathing. I could not get a hold of Pawp online while on the phone with ER Vets. I was just denied my claim due to my hurt dog having an altercation with an aggresive animal....playing with my puppy & my older dog had intense disc pain. This company is awful & if I could tell everyone this, I would. And red flag - you can call customer service but you can speak to NO ONE about your claim - EVER!

This company will decline to pay for your pet's medical bill if you do not make time for a video chat with one of their remote veterinarians prior to taking your dog to the emergency room. In real emergencies, like the one I had with my dog last week, this is often difficult due to not having the time to wait in the virtual lobby. My dog injested a toxic substance while out on a walk, and by the time we were home from the walk, she was suffering from severe ataxia (inability to balance / walk) and her heart rate was dangerously low. We rushed her to the nearest animal emergency room where she was triaged and hospitalized, at which point I contacted Pawp. We were told by the agent we chatted with that it was good we had taken her directly to the ER, and given forms to submit our claim. Days later (today), I get an email saying our claim has been denied because we didn't submit to the video chat with a vet. I tried to explain that it was a medical emergency, and asked if there was a phone number to call, but they do not offer phone customer service (a red flag for an insurance company - I assume they deny more claims than they accept and thus don't want a phone number available for folks to call in and complain about that). TL;DR: This company stole my money in the form of membership fees for a service they ultimately declined to provide. I do not recommend it. I ended up paying my vet bill in full out of pocket. I'm lucky I was able to do that, considering the pet insurance we purchased from Pawp was not set up for emergency use. UPDATED TO ADD: After leaving a negative review, Pawp follows up with Trustpilot users to ask if they can have their case number to verify that this is an actual customer. Based on their gaslighting responses to folks below, I have declined to provide this to them because I assume they will reply to me in the same way they've replied to every other one star review: "We disagree blah blah blah, here's why you're wrong blah blah blah." Pawp doesn't want to help with anything but damage control after they deny yet another emergency claim for a dangerously stupid reason. UPDATE 2: Pawp is still reaching out to me about this review. I had to send screenshots to Trustpilot to prove my story, and "verify" this complaint. This suggests to me that they have many more negative reviews that they have scrubbed from the internet. I wish Pawp brought the same singular focus to supporting their customers as they clearly devote to policing their brand online. I've now received more attention from this company in their attempts to remove "negative press" than I ever did as an actual paying customer. Stop spending this much time and money trying to get real reviews taken off the internet, and focus on the issue at hand: your business model is broken. You can't expect people experiencing an emergency to defer treatment to sit on hold with an insurance company. Trust me, Trustpilot Reader: pick a different pet insurance provider.

This is the worst service! I subscribed thinking it would be a great solution for me and my pets for any after hours emergencies. I have several animals and all are spayed and or neutered but one. Personal life happened and I did not get her in to be spayed in time and was letting a stray inside to eat and of course the unintended happened. Now my baby is having complications after hours and they just blow it off. The emergency fund does not cover a complication during pregnancy because "you can avoid that" in their terms. They don't even ask for video or photos to see if they can help. They basically say that since you let your animal get knocked up then their life doesn't matter anymore. I will be unsubscribing and I will be doing everything I can to let people know that this service is not for responsible pet owners. I have a male cat that had been released from the hospital from a urinary blockage and the only thing he could get out was a drop or two of blood. He is neutered but they told me that he can wait to be seen by our regular vet. It looks like no matter what it is that you have going on if they say they will cover it then it isn't an emergency and if they won't cover it then it is an emergency. STAY AWAY FROM THIS COMPANY. THEY WILL TAKE YOUR MONEY AND OFFER YOU NOTHING.

On July 16, 2022, my dog had to be rushed to the emergency room. She was in distress due to an inability to breathe. When we got to the emergency room, the veterinarian immediately put her in an oxygen crate, sedated her, and told us she was critical. She was admitted to the hospital for a two day stay. I immediately called Pawp, and they were completely useless. The rep I spoke to was Julie, and she politely said "although it looks like she's in distress, her gums are pink -- I'm not activating your emergency fund." While my dog is in distress, I'm on the phone with Pawp -- I feel like I'm bargaining with her -- so I could get help for my dog. Julie eventually broke down and said "the most I can do is have your case reviewed after you pay for all services, and Pawp may or may not reimburse you." She went on to tell me how they're a traditional insurance company, and this is how it goes. And then said they have to do this because she can't tell if I'm just trying to get money. I was so offended by these comments, and I can't believe Pawp hires such rude people. Before you sign up, Pawp makes it sound all very easy and very simple to use. You can only contact them through the app on your phone, and they go out of their way to make it very difficult for you to access the emergency fund they they themselves tout as simple to get. Stay away from these people. One thing I did agree with Julie on is they are a traditional insurance company -- and they are crap. They claim to have Licensed Vet Techs on staff manning the phone, but I asked for her license number, and she refused it. STAY AWAY FROM THESE PEOPLE. NOTE TO PAWP: My review is honest and is not mischaracterized. I contacted your office for a copy of the chat, and they wouldn't send it to me, but thank you for your reply.

Such a scam. I had a dog with bladder stones and they just denied the claim without any reasons. Have had the "insurance" for well over a year also. Beware of this company!

Don’t use Pawp it’s a scam!!! 7/11 Horrible…After video calling with a Pawp vet who activated my emergency fund and I went within the 4-8hr time frame, I filed an emergency fund reimbursement form. It says that it would be processed within 1 business day and at the lasted 5 days, but it has been 2 weeks now and I have heard no reply!!! Update 7/22 the payout was cleared a day after writing this review. It was paid on July 12th. I submitted my emergency form on June 27th. Initially on the policy it says that the forms would be evaluated within one business day. I called Pawps and they said that it would be 1-5. Then they changed the policy saying that it will be evaluated in the order received with no specific date.