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Petplan Review

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Reviews 652

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BestMoney Staff
Bestmoney Staff
Jun. 18, 20214 min read

Petplan summary

While Petplan isn’t the cheapest provider, it offers a comprehensive level of cover that’s superior to some insurers’ more expensive plans, justifying the expense. You can customize your level of reimbursement, deductible and annual limit to fit your budget.

Pros

  • Cover for hereditary and chronic conditions is standard
  • Online vet visits reimbursed up to $1,000
  • Dental injury & disease covered
  • Alternative therapies and behavioral treatment

Cons

  • No wellness coverage
  • Not suited to all budgets
Petplanat a glance
4.0

Editorial score

Online experience

Excellent site with mobile optimization, learning resources and live chat

5.0

Customizable rates and services

Customizable plans and rates, upper age limit

4.0

Claims payout waiting period

Same day

5.0

Customer support

24/7 communication and a pet hotline available

5.0

Bundles

No bundles available

1.0

Petplan Petplan Visit Site

Highlights

  • Available in all 50 states and Canada
  • Highly customizable 
  • Comprehensive coverage with no age restrictions

What Petplan covers 

While Petplan used to offer tiered plans, it has moved towards a model with one single, comprehensive policy, which you can then customize by choosing your level of reimbursement (70% 80% or 90%), deductible ($100-$2,500), and annual limit($2,500-unlimited).

Standard cover is comprehensive, and includes exam fees, accidents and injuries, diagnostic treatment, surgery, rehab, dental injury and illness for all teeth, cancer cover, and even prescription medications.

There are some additional benefits, including online visits, behavioral treatments, death from illness or injury, and even lost and found advertising and rewards that are offered up to $1,000 a year.

Limits and Deductibles

Petplan is one of the most customizable policies around. It lets you choose whether to apply the deductible annually or per condition. You can also choose your deductible, starting from as low as $250 up to $1,000. The deductible can be increased in $50 increments.

In addition, you can set your unlimited annual payout limit. This can be as low as $2,500 or completely unlimited coverage. Even better, there are no per condition limits or lifetime caps, which guarantees your furry friend’s care will be covered for the duration of an illness or injury, including chronic conditions like diabetes, allergies, cancers, KCS or dry eyes, etc.

Reimbursement is a straight 70%, 80% or 90% of your actual vet bills.

Value for Money

Petplan’s coverage comes with higher price tag than some providers, but will give you peace of mind that your pet is covered for medical care.

It’s possible to insure a small, mixed breed cat for as low as $21.20 with an annual limit of $2,500, a $1,000 deductible and 70% reimbursement.

With a $15,000 annual limit, plus a $500 annual deductible and 90% reimbursement, the price becomes $51.16 a month.

While the price might be a bit high, you’re getting a lot of coverage and customization options. Also, the periodontal disease exam fee coverage add a lot to these comprehensive policies.

You can get discounts that can knock off a chunk off your final bill if you’re military or ex-military and even 10% off if you offer pet insurance to your employees as a voluntary benefit.

Age Limits 

Petplan insures all pets over 6 months old, with no upper limits. However, all pets will need to undergo a vet exam within 30 days of being insured or six months prior.

The Fine Print: What Isn’t Covered?

Like some other insurers, pre-existing conditions are divided into 2 categories: those that will be covered after a waiting period, and those that are considered incurable. There is no set list of incurable conditions, but only examples of what might be considered incurable, which could make for some uncertainty.

Dental treatment is covered, not only for dental injury but also for periodontal disease in all teeth. Routine treatments such as cleaning aren’t covered.

Routine wellness care also isn’t covered.

Of course, as a responsible pet owner you’ll want to get your pet checked at regular intervals, whether this is covered or not. However, with Petplan you run the risk of having an otherwise valid claim rejected if you don't take your pet to the vet at least once a year for a check-up. 

Conclusion

Petplan’s insurance policy has comprehensive coverage and a lot of customization possibilities, which gives you flexibility.You will be reimbursed by 70%, 80% or 90%, depending on your choice. You can also set your annual payout limit, with no per condition or lifetime limits for your pet.

Petplan Petplan Visit Site

BestMoney Staff
Written byBestmoney Staff

Our editorial staff consists of writers who are knowledgeable about financial services. We specialize in simplifying the process of choosing the right provider for your needs.

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  • author
    Vahlen
    4 days ago
    I've been a customer for 6 years

    I've been a customer for 6 years. while everyone is kind, I had the pleasure of working with Joe. He took the time to help me when I didn't know I needed help. He explained different options to me and was able to lower my monthly payment. I didn't know I was paying for $1million dollars of reimbursement (I probably worded this wrong). The point is, he helped me when I didn't know I needed help and I am very grateful.

    ...

  • author
    Amy St. Denis
    Oct 05, 2021
    When I spoke with Joe today about my…

    When I spoke with Joe today about my claims, he made everything A OK! It can be tricky using the app as I had two separate claims I was trying to process at once. It was imperative that I call to sort things out. I’m glad did! Joe was super friendly competent and time efficient! Thank you Petplan! Thank you Joe!

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  • author
    Thomas Huygens
    Oct 01, 2021
    Spoke with Joe today and he was…awesome!

    Spoke with Joe today and he was awesome. Very personable and helped my streamline a claim that was taking longer than normal. Very good customer service through PetPlan!

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  • author
    Sameer Farah Karlundin
    Oct 01, 2021
    Joe was Great!

    I was dreading making the call as I had received several notices that I was missing support and each time I uploaded something new, I would get the same notice indicating I still needed to upload documents. Joe changed all that from the moment he answered my call. He was able to walk me through the entire process, let me know exactly what I was missing, stayed on the phone with me while I uploaded the requested documents so that he could receive them real time and made sure my claim was pushed forward again. Couldn't ask for a better support person on the other side of that call. Thank you Joe!

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  • author
    Margaret Murphy
    Oct 01, 2021
    Stacy was very kind and thoughtful

    Stacy was very kind and thoughtful. I appreciated talking to a real person and she was wonderful. I will certainly recommend them to anyone else who needs or SHOULD HAVE pet insurance.

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  • author
    Daina Gigliotti - Dozzi
    Sep 29, 2021
    Joe was the most helpful

    Joe was the most helpful! After months of going back-and-forth with claims I finally got on the phone and got Joe. He immediately took action and helped me figure out what document was missing because the emails that were sent by claims department we’re not very clear. I sent him the missing document and he is fast tracking my claim currently and hopefully everything will be resolved sooner than later. If you have a chance to get Joe is your customer service rep than you’re in the best hands possible. Thank you joe!!

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  • author
    Alex Vrooman Freund
    Sep 29, 2021
    Stacey Johnson Is A Rockstar!

    Stacey walked me through all of the questions I had regarding one of my claims. She answered all of my questions and truly talked me off a ledge!! Thank you Stacey and thank you PetPlan! One of the only companies to recognize boxer cardiomyopathy. You are amazing. My family appreciates it!!

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  • author
    PC
    Sep 28, 2021
    My thanks to Joe P. at PetPlan!

    I spoke with Joe P. about a my dog's policy coverage and expediting a Pre-Authorization for upcoming surgery she requires. Joe was friendly, informative, caring and willing to assist in quickly having the Pre-Authorization processed. PetPlan is not the cheapest pet insurance. However, when your pet is covered by them, they are covered. No nonsense claim processing, and fast. There's no games played trying to not pay out on a claim that the pet is eligible for. You call their customer service reps and they are nice, easy to deal with and if they cannot answer a question, they will get you an answer. I recommend this insurance company and of course, Joe P. to anyone shopping for Pet Insurance.

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  • author
    Annamarie Gomez
    Sep 27, 2021
    ERNESTO RUIZ is an incredible…

    ERNESTO RUIZ is an incredible employee.Efficient and very empathetic when I told him about the loss of my pet.Spoke to him today for the 2nd time.

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  • author
    Brian
    Sep 27, 2021
    Joesph was outstanding

    Joesph was outstanding! Thoughtful and efficient…FIVE STARS!!

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  • author
    Valerie Glassford
    Sep 27, 2021
    As a long-term Pet Plan policy holder

    As a long-term Pet Plan policy holder, I am very pleased to have Joseph Prater's assistance with my claims. He has been extremely helpful and has gone above and beyond to provide excellent customer service.

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  • author
    Kelly
    Sep 23, 2021
    Joe was spectacular to talk with

    Joe was spectacular to talk with. He did everything he said he would. Thank you Joe for assistance!

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  • author
    Kelli Kidwell
    Sep 22, 2021
    I was thinking about canceling my…

    I was thinking about canceling my policies today, but I spoke with Stacey Johnson and she not only helped me understand, but found ways to save me money without sacrificing coverage.

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  • author
    Dale
    Sep 16, 2021
    Stacey Johnson ROCKS

    Stacey Johnson ROCKS! Her customer service was excellent for many reasons the most important of which was her knowledge, her willingness to take the time to inform me of creative ways to accomplish what I needed and her great attitude. I work in customer service and have fairly high standards and she exceeded even my hopes for a good experience!

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  • author
    Glynis Wells
    Sep 14, 2021
    Willows claim

    Online claim is easy to fill in and the rest is filled in via my vet , payments are prompt and paid within 10 days

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  • author
    Jane Anne
    Sep 10, 2021
    More customer service experiences should be like this one!

    Stacey Johnson was so pleasant to speak with. She helped me quickly and was kind and compassionate. I wish more customer service experiences were like this one! Thank you, Stacey!

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  • author
    Autumn
    Sep 10, 2021
    Joe was super helpful

    Joe was super helpful! Outstanding and very knowledgeable! During our difficult times he at least made this situation easier. We are beyond grateful for his help!

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  • author
    Matt Losardo
    Sep 09, 2021
    Joseph Prater was very understanding…

    Joseph Prater was very understanding and helpful every step of the way, couldn't be happier with the experience!

    ...

  • author
    DiamondStudded Cigar
    Sep 08, 2021
    Stacey service beyond excellent

    Stacey Johnson was the best representative I had since dealing with Petplan insurance. She really went over and beyond to help with my claims issue. I called back several of times. This last time Stacey won’t let me hang up until she fully helped me. She rocks 🤩🤩 Regards Dawn Drones

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  • author
    Javier Caballero
    Sep 05, 2021
    The app and site is broken but if you…

    The app and site is broken but if you call the customer service line you will have everything sorted out. Obviously with such key factors not working I would normally give the company 1 or 2 stars but the person I spoke to, Joe, really went above and beyond to help me submit the necessary documentation and complete my claim. Since key features are broken I cant give 5 stars but for Joe I would give 10 stars.

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  • author
    Stephanie Guerra
    Aug 31, 2021
    The customer service at PetPlan is…wonderful

    The customer service at PetPlan is exceptional. They’ve always been helpful especially in getting medical records from my vet. I recently had the pleasure of speaking with Joe. He was pleasant and extremely helpful. Thank you Joe!

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  • author
    Zubin Bagwadia
    Aug 31, 2021
    Excellent customer service from Joseph…

    Excellent customer service from Joseph Prater. I hope my claim gets processed with the same attitude Joe has towards the well-being of all animals. Thanks Joe for your kind words

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  • author
    danelle rivera
    Aug 30, 2021
    Joe was a huge help today!

    I spoke with Joe today and he was great! Super patient, willing to listen and took his time to make sense of my claim. We were on the phone for easily 30-40 minutes and he was calm and helpful throughout. Thanks Joe!

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  • author
    Anthony D
    Aug 27, 2021
    Stacey was great and immediately solved…

    Stacey was great and immediately solved my problem!

    ...

  • author
    Angela Flores
    Aug 27, 2021
    Stacey rocks and put my mind at ease

    It has been taking a long time for my claims to be processed as they have been assigned for almost 4 weeks but still awaiting review. Today I called to see what was happening and STACEY JOHNSON was amazing. She was very personable, friendly AND professional - which is something needed when pet parents are upset. She is the best person I have spoken with at Petplan. THANK YOU

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  • author
    Susan Hardy
    Aug 26, 2021
    Joe is the Best Feature of Petplan

    I spoke with Joe about a claim for my dog. He was so pleasant and helpful! I was annoyed about having to provide a two-year vet history for my dog, especially when Petplan didn't tell me I needed to do so. Joe put me on hold and contacted my vet. He got what was needed quickly and answered all of my other questions. This was my first time dealing with Petplan and although I wasn't happy with the company, Joe was absolutely great!

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  • author
    Ali Kohl
    Aug 25, 2021
    Joe is the best!!

    I was feeling a little overwhelmed with the claims process and the paperwork required. I explained the problems I was having to Joe - he was absolutely amazing in helping to sort it out for me! He was super understanding and helpful he truly made the process so painless. As a retail store manager, I greatly value and appreciate his amazing customer service!! Thank you Joe!

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  • author
    Ebony Johnson
    Aug 25, 2021
    Pet plan has the best customer service

    Pet plan has the best customer service. Joe was kind, helpful and efficient. He knew exactly how to help and really seems like he likes his job and animals.

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  • author
    JK
    Aug 24, 2021
    I was about to cancel my policy

    I was about to cancel my policy for rejecting my claim but Joe turned it around.

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  • author
    Susan Cox
    Aug 21, 2021
    Called in to get help with my policy…

    Called in to get help with my policy and Joe was amazing!! So helpful and friendly! Got me all squared away.

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  • author
    Laurel Slaughter
    Aug 20, 2021
    I had the pleasure of working with Joe…

    I had the pleasure of working with Joe Prater today to get all of the necessary documents for my dogs insurance claims. He was very friendly and super helpful! We got everything taken care of in just a matter of minutes.

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  • author
    Margot Alexandropoulos
    Aug 19, 2021
    From HORRID TO A Redemption sort of

    I have been holding this story inside for 6 months, I did post on one FB Board. This is my FYI if your claim was denied, and you feel that you are right, make sure your paperwork is right, and Fight, I WON AND IT TOOK ME 6 MONTHS. Here is my story. I am not a first time Pet owner, We adopted Malcom On March 1, 2019 from NSAL in Long Island, NY. Please be advises that PetPlan/Fetch is partnered with them. So when you do adopt a dog, they almost push, and kind of make you take it with 1 month free. I read the fine, print and I am aware about pre-existing..... Anyway His intake to NSAL was 2/18 We got him 3/1, His liver levels for 100 points high, thought nothing of it, and watched it. He need a tooth pulled and then His liver was out of wake, with out a pre-authorize I did a scan and biospy. It turns out to be a slow moving cancer. Inbetween this everyone was locked down due to Covid 125 days. WHen the claims were submitted they were denied the bill was over 3500.00 There claims was NSAL adopted us a dog with cancer, at that time it was not true. I knew I was right, I get the heads of Vets Med at Nsal involved, my local vets, sent a 13 page letter and and even got a manager's email, , of course he never responded, but I called and stayed on top of this, thinking I would end up suing, but 6 months later Petplans review board, didn't apologize so to speak, but they did reverse the decision.

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  • author
    Ashley Kolaya
    Sep 01, 2021
    TERRIBLE experience w the worst customer service I’ve encountered.

    Worst customer experience I’ve ever had. I filed a claim for a diagnostic visit to a specialist recommended by my vet for my 18mo puppy. During the 6-week-long saga of trying to get this $1100 claim addressed, here’s what happened: —I got the run-around from several unhelpful “customer support” agents, some of whom blamed a big in the system, others insisted I had in fact not submitted the documents, none of whom exhibited an ounce of compassion or helpfulness. —I received an email from petplan saying they’d reached out to my vet for additional docs (which my vet insisted did not happen) —I got a separate email from the petplan policy renewal department thanking me for my renewal and congratulating me on my “healthy pet discount.” When I opened the account details, I discovered petplan had DOUBLED the annual cost of my policy from $650 to $1100. —I spoke with ONE agent who went out of her way to help me and expressed sympathy and empathetic frustration for how convoluted and dragged out this process had been. She stayed w me on the phone while I sent her the missing documentation directly and then expedited my claim for me. —Two days later I learned my claim had been denied because the policy does not cover a diagnostic visit if that diagnosis is related to anything that may be deemed “clinical signs” of a condition that pre-dated the policy’s wait period. So because my puppy had a a bit of a limp during one of his early vet visits (which we’ve now learned is hip dysplasia), nothing related to any of his care is covered. —the final person I spoke with was downright cruel and offered not a single shred of decency or compassion. I cancelled the policy; she gave me a shpiel and asked cheerily if there was “anything else” she could do to help. I thanked her for reading me the script, and she said “it’s not a script ma’am - it’s just a list of things I have to tell you.” Tip of the cap to you, petplan/fetch team. EDIT: You’ll notice in the response below, the only thing they acknowledge is their preexisting condition policy - which is actually not at all what my complaint was about.

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  • author
    Abigail
    Aug 17, 2021
    Joe was super helpful and expedited my…

    Joe was super helpful and expedited my pet claims! Thanks for all the great service!

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  • author
    Dixon C
    Aug 17, 2021
    Thanks for your help, Joe!

    This is a review for the wonderful customer service that I received from Joe Prater. The vet hospital that treated my dog had forgotten to submit the claim and documentation to Petplan. Joe was courteous, and knowledgeable. He helped set up my claim quickly and efficiently, and I felt that I was in good hands. Thank you, Joe!

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  • author
    Justin S
    Aug 14, 2021
    Not Very Helpful

    Based on a lot of reviews, these people seem to be just be about money. I had 2 fraudulent charges from them on my card, I guess someone used my card, no clue. I had other charges, like for some place called SitterCity. SitterCity helped me with my refund, got me my cash back and then I never got a recurring charge again, because these are monthly charges apparently. With PetPlan, I ended up getting 2 fraudulent charges, because I didn't get to my new card in time and I didn't realize the charges were monthly recurring charges, for a little while. PetPlan basically just said they couldn't do anything for me at all and then what annoyed me also, is that they didn't even bother to answer my second e-mail, responding to them.

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  • author
    Katie Kennedy
    Aug 13, 2021
    This is a review for Joseph

    This is a review for Joseph, Joe, Prater. I really appreciate his help today to get my pre-authorization moving quickly so we know before our dog’s surgery next week whether it will be covered. Waiting to hear back and this is our first claim in 5 years of having the policy, so this review is only for customer service not the policy overall. Joe was awesome and willing to have me follow up with him if I have questions. An actual contact! Much appreciated.

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  • author
    Jayson Richman
    Aug 12, 2021
    Best Customer Service Rep…

    spoke with Joseph Prater he is the best customer service rep I have ever worked with he answers all your questions will go the extra mile for you very professional. He deserves a promotion. If he worked for me he would have one. i always believe you have to take care of good people I always do... Thanks Jayson Richman

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  • author
    Peter Navarro
    Aug 12, 2021
    I have used Pet Plan for many years and…

    I have used Pet Plan for many years and have had several claims. The most recent was for right around $5000. Pet plan has always done everything like expected. No problems no hassles. They also seem very caring towards our animals. They calculate and settle my claim quickly and don’t waste time getting the check in the mail.

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  • author
    Anthony Abdulla
    Aug 11, 2021
    Joseph and Elona best customer service

    I have had my pomeranian insured for almost 3 years now and had to unfortunately call for info on an upcoming surgery. Joseph Prater (Joe) did an amazing job answering all my questions and not rushing me off the phone. I can sense Joe has a passion for what he does and the entire petplan team. I also spoke with Elona earlier in the day who helped set my new pom puppy up for a plan. Elona also reviewed all options with me and even called me back upon my request. Elona and Joe your efforts do not go unnoticed, I hope someone from communications or management can pass this along.

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  • author
    Mike Y.
    Aug 11, 2021
    Too bad I cannot give more than five stars!

    Too bad I cannot give more than five stars!!! My personal experience with Fetch (PetPlan) and in particular with Joe (Joseph Prater Member Experience Associate) was AMAZING. Very professional, knowledgeable and helpful! Joe provided me with all necessary information and helped to submit my claim online. The whole process was very easy with Joe's help! Highly recommend! M. Y. (Dad to Bonya - 2 1/2 year old cat)

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  • author
    Brian
    Aug 10, 2021
    Joe was extremely helpful with…

    Joe was extremely helpful with questions about my claim. I was waiting on info from my vet and he called them and explained exactly what PetPlan needed in order to complete the claim and also expedited the process.

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  • author
    Marilyn Tressel
    Aug 10, 2021
    Joe Prater helped us today with a claim…

    Joe Prater helped us today with a claim that we had previously filed, but somehow got lost in the midst. Joe was incredibly quick to respond to our issue, was very thoughtful and friendly, and asked all the right questions. He is terrific and made us glad to have Petplan Pet Insurance. He is a keeper so please reward him for his terrific service. Ed Page and Marilyn Tressel Mari

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  • author
    PAUL GOLDRING
    Aug 17, 2021
    Thankyou Petplan for being so appreciative of my business glad to see you really care about people's pets :(

    Well I have had pet plan for 2 years paid all my routine visits myself and have needed it just once. In order to be paid I have to go back to the vet and get all my dogs records since she was born. Then there is a deductible. I have paid 75 dollars a month for two years and my dog became ill so I took her to the vet. She is fine no thank God but considering I have given petplan 1800 dollars over the course of 2 years I don t feel I should be put through the ringer over 80% of a 500 dollar bill. Insurance companies they sure are not out for their clients they are merely a business like Walmart or General Motors.

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  • author
    Darrell
    Aug 10, 2021
    Very helpful and professional

    Very helpful and professional. Joe helped me realize we had inadvertently been charged for a pet that had passed away last year even though I had just been calling about changing our address. He was very empathetic and apologetic, and worked diligently to make sure we would be refunded. We have had several pets get sick in the 10+ years we have used PetPlan, and they have always been great about paying claims. Would highly recommend them.

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  • author
    Julia Ullyott
    Aug 09, 2021
    Outstanding customer service from Joe

    Outstanding customer service from Joe. Nothing was too much trouble for him. Very polite, caring and knowledgeable. I will recommend Joe and Pet Plan to others for sure. Thank you so much Joe, you ROCK 👊

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  • author
    Belinda Frank
    Aug 09, 2021
    Lindsey was a pleasure to talk to

    Lindsey was a pleasure to talk to. She could relate to my problems filling out a claim and was so sweet and kind to my problems. She was perfect, couldn't have asked for anyone better. Thank you

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  • author
    Jase Austin Grimm
    Aug 07, 2021
    Joe Saves the Day

    Add a bit of rocky start with petplan but Joe, a customer service representative, took the time to walk me through exactly the documentation they needed to process my claims. Although the app doesn't work with Android and the website was a little bit buggy it just took one excellent employee to completely change my mind about the plan. I would recommend it and it is already paid for itself several times over thanks to Joe's quick thinking and hard work. All it takes is one animal lover employee to make an entire company shine.

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  • author
    Sherrie Jesse Heap Winkler
    Aug 06, 2021
    Uploading Records

    I called PetPlan because they were requesting the medical notes for a visit and I couldn’t get them to upload. Toni uploaded them for me and said she would expedite the claim. She was so kind and cheerful. She was a wonderful representative for the company and helped me quickly and kindly. I must also say that my dog has been having acupuncture for weeks now, is on meds, and has had x rays. All covered. They cover so many things that for the first time in 42 years of owning dogs I don’t dread Vet bills.

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  • author
    Diane
    Aug 03, 2021
    Incompetent

    Twice in three months they took payment out not on due date but two weeks early. This time I asked for it back. 3-5 business days. Not acceptable. They are fast for payments, snails pace for reimbursements. Their App is not functional!

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  • author
    stephan tardif
    Jul 29, 2021
    You can't automate good service

    I found my early experience with Petplan satisfying. The online pricing, setting up your profile on line, was all seamless. My problems began when I submitted a simple claim for a urinary track infection for one of my dogs. Although their online portal looks pretty good, it does have glitches with the uploading documents feature. I wasn't able to upload half the time, and instead I was asked to send the medical documents using email. Unfortunately these documents weren't making their way to my claim. I was then sent emails telling me they were missing information. All my correspondence was with different people, and the left hand didn't know that the right was saying. Every email I got demonstrated that they hadn't read my previous emails. Their customer relationship software is not sophisticated. It looked like they were trying to make it hard for me to submit a claim. I had another insurance policy that came complimentary from my breeder for 2 months when I got my puppy, and I was about to cancel my Petplan and use the other insurer. I tried one final time to call Petplan and was connected to Joe Prater. Joe took the time to listen to my frustration with the claim, assessed in real time what was happening, found the problem, sent me an email with his direct contact, asked me to send him the files directly, stayed on the phone with me until he received the information, and then reviewed the medical documents to make sure they had everything. The call took 25 min but we got to the bottom of the issue. I wasted a lot of time, and I'm sure the insurers wasted more that 25 min over the past 3 weeks being cute with their emails and automated features telling me I didn't have the correct documents, but it took a person, Joe, to assess and solve the problem. Sometimes it still take a human being to oversee the technology.

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  • author
    jay zagoren
    Jul 28, 2021
    Customer service has gone downhill

    I have been a customer for a long time. Their customer service used to be great. I have had a recent claim with horrible customer service experience. About 30 days after I submitted a claim I received an email fro Petplan indicating I had not responded to a request for additional information. I emailed them back immediately and told them I had not received a request for information and to please let me know what they needed. I also tried to call and after being on hold for about 20 minutes the call was answered by an “overflow” operator. She said someone would call me in 25-48 hours. More than 48 hours have passes and I have not received a callback. One of the automatic response emails I received from them indicated that cuatoner service is there 24/7. That is not true. I tried calling over the weekend and the recording indicated that their customer service was open only during the week and not 25 hours a day. This is very frustrating. Something has changed with the company. They used to be very easy to work with. Now I am not sure they have live people working there! I have an update. I finally got through to Pet Plan. Anne at Pet Plan was very helpful and apologetic. The problem I had has been resolved.

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  • author
    Kyle Young
    Jul 25, 2021
    Needed to get a pre approval done…

    Needed to get a pre approval done before a major surgery for my puppy. Called and spoke to Joe Prater and the experience couldn't have been any smoother. Within 2-3 hrs from when we first spoke he had the answers I needed and set to get my pup the help she needs to live out a happy healthy life. Hopefully the final claim goes just as smooth but definitely dealing with Joe to make it happen. Thanks Joe!!

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  • author
    Philip Jarog
    Jul 25, 2021
    Disappointed

    It’s difficult to know where to begin, as I’m incredibly angry and disappointed with PetPlan. I was just informed you’re denying my claims because they weren’t turned in within 90 days of service. I wasn’t even aware this is now a rule. Please be reminded this our second dog we’ve insured with them, and we took great comfort in knowing medical expenses wouldn’t be a worry for Otis (first dog with them). Consequently, he lived a long, high quality life. We didn’t rush to submit claims and often held them until a specific incident was completed. This also allowed us and our vet to deal with claims less frequently, which was helpful for our vet’s busy practice. Over the years, we’ve recommended pet insurance, and PetPlan in particular. When we adopted our current dog, Kaos,(recently) we didn’t hesitate to purchase a policy on our new puppy, not realizing how things had changed with PetPlan. We didn’t receive a welcome packet and were never notified about these important changes. When the pandemic began last year, we were working long hours to keep our businesses afloat and my wife had to accept another job for additional income. We didn’t realize we also needed to worry about our pet insurance claim deadlines. When I finally had time to work on our claims, initially I was pleased to see they could now be filed online. Because we moved, we had two vets to coordinate with on the claims. We were anxiously looking forward to getting these claims paid, as we’d been forced to uses a credit card for many expenses due to the pandemic’s effect on our income. After our initial submission, you requested additional information, requiring more time and coordination with our vets. Imagine my shock when claims were denied for being beyond 90 days old. It took some digging to find the 90-day rule buried within the policy. Why would you waste everyone’s time when you had no intention of paying these claims? I’ve been in the insurance and financial services industry for nearly 40 years and would never allow a client to purchase a policy or make an investment without fully explaining and knowing they understood the details of it. At this point, we’re extremely disappointed and angry with your decision, and would like to know your rationale for changing such an important facet of the policy without explaining to your policyholders. From our perspective, it appears you’re far more interested in collecting premiums than providing service to clients and covered care to animals. For those reasons, we can’t recommend PetPlan and will reassess our own pet insurance decision. Thank you.

    ...

  • author
    Arlene Kerr
    Jul 24, 2021
    I spoke with Daniel as my dog has been…

    I spoke with Daniel as my dog has been recently diagnosed with Addisons Disease. I needed information on how to proceed with a claim. Daniel was polite, congenial and very helpful on how to proceed. I now know the steps to take from this point: however, nothing to do with Daniel, but I think TWO YEARS of health history is a bit much (and I am sure her vet will think so, too.) Daniel gets five stars from me.

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  • author
    Kathy Alves
    Jul 23, 2021
    I don’t even know where to start

    I don’t even know where to start. Joseph Prater the associate assisting me today was amazing. I have over the last couple weeks been struggling to sort out my claims for my cat Oreo as the processers have been getting the numbers incorrect. I called in and joe was so pleasant to speak to, so patient and sorted everything out so quickly for me. He has definitely taken a weight off my shoulders. It is so comforting to know that there are people in customer service like joe. Joe, thank you so much for your assistance! You have been the best!

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  • author
    Stacee Amos
    Jul 21, 2021
    Supported by Angela D'Antonio

    I had a great experience with Angela today, she went above and beyond to help me figure out a recently declined claim. She followed up with me as promised.

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  • author
    Amanda Lee
    Jul 21, 2021
    Terrible Customer Service

    Great unless you have to deal with customer service... Forget getting service. Terrible!! If your lucky you might get one out of several who actually does their job and provides customer service. But they give you an answer that doesn't help then disconnect you from the chat without being able to respond.

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  • author
    Nick Febreeze
    Jul 20, 2021
    Best Customer Service Ever

    The assistance provided by Customer Service Rep Joe today was exceptional! Joe completely addressed my concerns and explained in easy to understand detail how the specific deductibles have been applied. Joe was friendly, polite, knowledgeable, and professional, and clearly sets the standard for excellence in Customer Service. So thank you to Joe and of course the entire PetPlan team. PetPlan has truly been a lifesaver helping to ease Zoeys pain and also quickly easing the financial burden associated with her recovery. Very grateful here for PetPlans support.

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  • author
    elizabeth b
    Jul 19, 2021
    The app is barely functional and…

    The app is barely functional and difficult to use. It took them 30 days to review my claim and ask for for 2 years of medical records that are irrelevant to the claim (emergency visit for cheatgrass removal). I'm told it will take another 30 days for them to get back to me. Their website says they review and approve in 14 days...I'm still waiting so don't hold your breath. As soon as I'm done with this claim I'm getting a new policy with a different company. Read the AppStore reviews, they are all terrible. My review was previously removed by PetPlan because they didn’t believe I had an actual experience with them. I didn’t received any follow up communication from PetPlan or attempt to resolve my issue. It has now been 6 weeks and my claim has still not been processed.

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  • author
    Karen Ciccone
    Jul 17, 2021
    The best pet insurance EVER!

    I spoke to Tone Lee Evans from Pet Plan about my experience with Pet Plan. There are SO many wonderful aspects of this insurance that I honestly do not know where to begin! 1) Customer Service: THE BEST!! You can always speak to a live, "Happiness Manager" (representative), 2) Claims: are processed in a timely manner providing all supporting documentation by the pet parent is sent such as procedures, medicines, necessary treatments, and vet notes. I always submitted my claims by fax with claim form, billing invoices, and vet's notes. Recently, I know that they now have an app which is continuously being worked on for more ease and efficiency, which will be up and running more smoothly soon, please be patient pet parents. Pet Plan insurance company is worth their weight in gold! 3) Pet Plan holds on to their existing customers, (READ THAT SENTENCE AGAIN), they do NOT drop your pet from the plan if you submit a lot of claims for a pet who is unfortunate enough to have constant multiple and chronic illnesses, as my pet did. 4) They are kind and compassionate in every way!! 5) Because of Pet Plan, they literally added YEARS to my cat's life to enable me to afford the medical procedures, medicines, and necessary treatments. This review is based on my pet having been insured by Pet Plan since September 2014 through July 1, 2021, when unfortunately my pet's life had to end. Pet Plan had been with me every step of the way through all my pet's ilnesses with Inflammatory Bowel Disease (IBD), Hypertrophic Cardiomyopathy (HCM), feline asthma, and dental disease. Therefore, I had 7 years of experience with Pet Plan to be able to advise anyone looking for pet insurance that I highly recommend Pet Plan!! GO FOR IT!! They get the gold star award, in my opinion!

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  • author
    Kenneth
    Jul 13, 2021
    I spoke to Angela D'Antonio today she…

    I spoke to Angela D'Antonio today she was the greatest. there was an issue with my monthly payment. She took the time to research the problem. after researching the problem she explained to me what happened and said she would follow up with IT and her supervisor to make sure it is fixed. She also sent me a copy of the plan for future reference. Thumbs up!

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  • author
    Jack Johan Krystek
    Jul 12, 2021
    My experience with Member experience…

    My experience with Member experience associate Joseph Prater was a 5/5. I’ve had a open claim for a bit and compared to my past experiences he went way above and beyond today to get my claim in the right direction. He was friendly and informative. Thank you Joseph you are appreciated!

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  • author
    Luna Tao Luna
    Jul 10, 2021
    Worked with Angela D'Antonio and she is…

    Worked with Angela D'Antonio and she is the third person I spoke to at Petplan. I told her about the incorrectly calculated claims and she understood the problem immediately. She is also very helpful in writing a detailed description of the problem when sending a reassessment. Angela also gave me a rough estimate of the waiting time. Overall she’s the best agent I’ve spoke to at Petplan!

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  • author
    Kate Babak
    Jul 09, 2021
    Helpful and patient!

    Worked with Daniel G. who was helpful and patient - helped me update my policy!

    ...

  • author
    Michelle Giardino Bast
    Jul 09, 2021
    Excellent customer care

    Daniel was very helpful to me. He not only was polite but he went above and beyond in helping me solve my issue. Excellent customer service. Michelle from PA

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  • author
    Bruce Gram
    Jul 09, 2021
    Reassurance plus from Petplan!

    Following a very concerning series of health challenges with our dog, Cassius, resulting in a series of claims to Petplan, I took the opportunity today to speak with a Petplan representative named Joe Prater for some clarity and reassurance about our policy, our claims, and the likelihood of future submissions. Joe could not have been more gracious and helpful. He was patient and knowledgeable, and, most importantly, put my mind at ease about the solidity of our coverage and Petplan's firm ongoing support. With each prior claim we've had with Petplan, reimbursement has been timely and exactly what we'd have expected. We are extremely pleased with the value we receive for our affiliation with Petplan. As a representative of Petplan's customer service cadre, Joe is exemplary.

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  • author
    Frank M
    Jul 08, 2021
    Spoke with Daniel Griffith today

    Spoke with Daniel Griffith today. He was well knowledged on the Pet Plan and was kind, courteous & professional through our conversation. He made the conversation go smoothly with all questions answered. Daniel is true asset to The Pet Plan operation.

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  • author
    Sabrina Levesque
    Jul 08, 2021
    Daniel was very helpful with all of my…

    Daniel was very helpful with all of my questions and getting me the documents I needed. He was also very empathetic in regards to my pets status. The only suggestion I would like to make is to go back to allowing us to access all of the forms via the app or the website. From an ease and convenience, this is much better.

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  • author
    elizabeth b
    Jul 07, 2021
    The app is barely functional and…

    The app is barely functional and difficult to use. It took them 30 days to review my claim and ask for for 2 years of medical records that are irrelevant to the claim (emergency visit for cheatgrass removal). I'm told it will take another 30 days for them to get back to me. Their website says they review and approve in 14 days...I'm still waiting so don't hold your breath. As soon as I'm done with this claim I'm getting a new policy with a different company. Read the AppStore reviews, they are all terrible.

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  • author
    Penny C
    Jul 06, 2021
    Hopefully everyone gets a representative good as Joseph.

    I was going back and forth call for two weeks. Trying to get my claim settled. Then In 5 minutes he solved the problem.

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  • author
    Kirby Ma
    Jul 06, 2021
    Joe was great at explaining the process…

    Joe was great at explaining the process of my first claim. Thanks again Joe for walking me through it.

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  • author
    Kristi B.
    Jul 06, 2021
    Daniel was able to rid my anxiety quicker than a glass or three of wine.

    My stress level was 10/10 when I called, and after speaking with Daniel, my stress level was reduced to a mere 1/10 (my baseline stress level)! I had questions and Daniel had answers; what more could a gal ask for from a Customer Service Agent?! Bonus: Daniel was very knowledgeable, professional, and NOT a robot! Thanks for helping me sort out the issue and allow me to get on with my day!

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  • author
    Perry Motter
    Jul 05, 2021
    this is a customer service review

    this is a customer service review - not a company review. I was having trouble with my claim. I uploaded the documentation requested but for some reason they had no record of it. the customer service agent had me email the information to him and stayed on the phone with me until i loacted all of the notes on my computer and flash drives. The entire call took 20 plus minutes and i never felt hurried.

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  • author
    Melissa Saba
    Jul 03, 2021
    I spoke with Daniel griffin with…

    I spoke with Daniel griffin with questions regarding some open claims I had. He was polite, cordial and shown professionalism and eagerness to help me. I am very pleased to know that I can call and find outstanding customer service.

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  • author
    Luis
    Jul 03, 2021
    These guys are shady and will try to lock you in and keep your money.

    These guys are awful. Their coverage in practical terms covers nothing! You need to have $500 expenses per year, per dog, excluding regular appointments, neutering and only then they would cover your expenses. I have two dogs so it means spending $1,000 per year on top of any regular vet appointments for the insurance to kick in. Of course, some people may not notice that and when they try to cancel things get even shadier: - Their site doesn't give you an option to cancel your plan. You can buy, update your card, and all that stuff but a simple cancel button they don't have. No excuses to pretend that is a hard thing to do. - Live chat sends you in a loop of articles and doesn't let you connect with a real person. - Phone calls keep giving you errors when you select the options and when it recognizes your selection, it tells you to call again during business hours. After going through hell to cancel my plan, I see my credit card charged with another year's worth of charges. Better Business Bureau is filled with customers complaining of them not processing their cancelations and keeping people's money. Stay away from these guys!

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  • author
    Jennahfer
    Jul 03, 2021
    Angela is the best!

    Angela was extremely helpful, and took the time to explain everything thoroughly for me. Despite some technical issues, I never felt rushed and we were able to resolve my questions. Thanks Angela!~

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  • author
    Peter Harper
    Jul 03, 2021
    Had a major health problem with my…

    Had a major health problem with my puppy,Poppy. Ran up massive Vet bill. Thankfully she is now fine, and I am fine as Petplan paid the vets bills in full no quibble. Unlike the company my other dog was insured with who queried everything and cut as much as possible. Thank you Petpan

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  • author
    Erna Anderson
    Jul 02, 2021
    Dear Petplan Team,

    Dear Petplan Team, I am very please with Daniel Griffith who helped me this evening with my claim. I had been call back to Petplan couple times to clear this claim. I had been waiting almost 2 months for this claim. I am very happy that Daniel was there today to help me with my claim. He is very nice ,helpful and attentive to my situation. I had been with Petplan Insurance for 4 years and never happened . My Princess is very happy and healthy now. Thank you Daniel for making my day today. Best regards, Erna Anderson Proud pet parent / Princess Layla / King Charles Cavalier 4 years old

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  • author
    Eileen Mulligan
    Jul 02, 2021
    I spoke with Joe

    I spoke with Joe. He was very helpful and engaging. It’s been a stressful week with my dog having surgery and he was truly concerned.

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  • author
    James
    Jul 02, 2021
    Stacey Johnson is wonderful

    Stacey Johnson was the representative I had the extreme good fortune as well as delightful pleasure to deal with and she wasted no time solving my issue and was very knowledgeable and adept. I had tried 3 previous times to talk to an actual person , as it was concerning credit card payment , and I did not want to leave my information on a bot. If ever I have another issue I sincerely hope I get Stacey to handle it

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  • author
    Alison Powell
    Jul 02, 2021
    Mike DiSandro Is amazing

    In the 9 years since I’ve been with Petplan, Mike DiSandro is the only one who took a moment to look at my account and make sure that I was getting the best annual premium possible. I didn’t even ask him to, he just did it. It turns out, this entire time, my dog was listed under the wrong size (she’s small!) and my premium was higher than it should have been. Thanks to Mike, my premium is a lot easier to deal with.

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  • author
    Ruth Percival
    Jul 02, 2021
    Easy renewal

    Daniel helped me on the renewal process, he explained the different payment options. I was able to take advantage of a discount by making a one-time payment. Great service!

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  • author
    Alessandro
    Jul 02, 2021
    Joseph Prater was very helpful and…

    Joseph Prater was very helpful and professional. Pleasure to deal with and knows what he's doing.

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  • author
    Andrea Brantley
    Jul 01, 2021
    My claims person was Joe Practor he was…

    My claims person was Joe Practor he was very helpful and personable , I was feeling overwhelmed at the task of getting all the paper work done joe made it so easy for me I’m so glad fetch is my insurance company I feel very confident that I chose the right company for my dog’s welfare when you have employees that really care about my dog Lenu and my getting the paperwork together for my first and (hopfully) my last claim, thank you Andrea Brantley

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  • author
    Daniel Ritson
    Jun 30, 2021
    In short

    In short: I was extremely frustrated because the currently online portal is much more difficult to use than it once was, and it's much harder to get an actual representative on the phone. However, I just managed to get on with Michael, and he was a huge help in getting things resolved (specifically, checks repeatedly being sent to the wrong address). The five stars is specifically for Michael's help.

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  • author
    Vanessa Lopez
    Jun 29, 2021
    I have been highly satisfied speaking…

    I have been highly satisfied speaking with Daniel! Great customer service! Took the time to answer all my questions and concerns.

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  • author
    Arlene Finn
    Jun 29, 2021
    Great Customer Service from Petplan

    I have been with Petplan for 6 years now and over the years I have had nothing but the best service. Recently I submitted a claim for medication for my Ruby Blu. The claim was successfully processed and a reimbursement check was sent out. I received the usual email from Petplan confirming that the check was mailed out. After 2 weeks I never received the check and called Petplan. I spoke with Joe and then Daniel and both have been so amazing in helping to get to the bottom of where the check might be. Daniel has now taken the next step to send the info to the billing department that the check has not as yet been received and he will be arranging for a replacement check to be processed and mailed out to me in the next 24-48 hours. Thank you Daniel - I really appreciate all of your help. It's always a pleasure to deal with kind and courteous staff at Petplan - you are all the best! Arlene Finn (Pet Mom to Ruby Blu)

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  • author
    John Brienesse
    Jun 29, 2021
    I had a bunch of questions for my open…

    I had a bunch of questions for my open claim and Joseph Prater was an immense help!!!! I didn't realize I hadn't submitted the correct forms and Joseph walked me through everything I needed and we even had a nice chat about the 6ers! Great guy, easy to talk to and very helpful!!! Thanks Joseph!!!

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  • author
    Kelly W.
    Jun 29, 2021
    Such a wonderful associate and a GREAT insurance plan overall

    There was a clerical error that caused my initial claim for my dog's surgery to be rejected. When I called, the associate who helped me, Stacey Johnson, was so unbelievably helpful, proficient, understanding, and compassionate. She immediately realized what the issue was and took quick action to resolve it. I am so grateful to her for putting my mind at ease. Petplan Insurance has ALWAYS been one of the best purchases I have every made in terms of caring for my dogs.

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  • author
    Fumei Cerecino
    Jun 28, 2021
    I spoke with Daniel and he was awesome

    I spoke with Daniel and he was awesome. I explained the situation and he was able to give me sound advice.

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  • author
    Morad Maaytah
    Jun 26, 2021
    Joseph Prater Is Amazing

    This is the second time that I have dealt With Joe from Pet Plan and he is always very professional, courteous and empathetic. Joe is always very detailed in explaining the process of any questions you may have related to your pet insurance, and adds comfort to you and your pet. Thank you so much Joe for always being a great representative for Pet Plan.

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  • author
    Amanda Malcolm
    Jun 26, 2021
    Joe Prater excellent customer service

    Joe Prater was excellent with me! He was extremely empathetic and eager to help. I can’t stress enough how much I appreciated his kindness and outstanding costumer service! Thank you so much Joe!!

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  • author
    Theressa King
    Jun 26, 2021
    I had a few issues to deal with when…

    I had a few issues to deal with when calling pet plan today and Joe was able to help me with everything. He was able to explain everything I would need to do to make a claim and fill out other forms. He was wonderful to deal with. Thanks Joe from Theressa and Butler.

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  • author
    Judy
    Jun 26, 2021
    The one person who got me through a difficult day

    On the absolute worst day of my life, when my beloved Alex passed away, I called PetPlan for help with Alex's invoices, and Joe answered the phone. Joe's kindness, compassion, and caring nature helped immeasurably during this difficult time. It was painful to review the invoices prior to sending, as my boy became so sick so quickly. I was in a daze, and in denial. But I needed to submit the claim soon as the bills were over $2400. Joe made the unthinkable bearable for me. He easily picked up on my sadness and was so so compassionate. That's the one word that keeps coming to mind when I think of him: compassionate. He has a gift of dealing with the worst of life's situations very professionally and I'm so grateful for his help.

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  • author
    Anna Halko-Angemi
    Jun 25, 2021
    Joseph customer service

    Joseph, my customer service representative was not only helpful and efficient in handling my claim on the spot, but related to me on a personal level and we talked about feeding our pets properly and the impact that has on their health. I’ve always dealt with excellent customer service when contacting Petplan!

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  • author
    SoxMike
    Jun 25, 2021
    PetPlan is awesome

    I've had PetPlan since 2018 when I got my cat. Great insurance. I've been paid quickly on all claims I've filed. Just filed one today. Spoke with Joe, a PetPlan advisor, and he did a great job. Sent me the link to file, kept me on the phone until he received the documents, and verified the documents were received. If you have a pet, I highly recommend getting PetPlan. You never know when a pet will have an accident or an illness. Great provider and fair prices.

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  • author
    sue
    Jun 24, 2021
    Angela went over and above to help!

    Pet plan had sent out a check in a very timely fashion to cover dental work for my dog. It was over three weeks and I had not received the check. I asked for a stop payment and a new check to be issued. Because the dental work was costly I was concerned when the next check might go out and asked for follow up. Angela was so helpful. She contacted the claims department for me and got a copy of the check that was issued and e mailed me a copy of the transaction for my records. It certainly went a long way to get this information and know I would be able to pay the bill in a timely fashion. She understood my problem and was very helpful and concerned about the outcome. But the most incredible part is she allowed me to hang up and she did all the follow up and then let me know the outcome. I can assure you this is not common place. Kudos to PetPlan for hiring people like Angela. I've told so many people about your service and product.

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  • author
    Dennis Melilli
    Jun 22, 2021
    Great Customer Service

    After asking some questions about an upcoming claim, Joe Prater was extremely helpful. Not only did he answer all my questions regarding Physical Therapy for my dog Charlie, but noticed I had an existing claim that needed additional information. After emailing Joe, directly, he assured me he would expedite this claim as well as another claim just submitted.

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  • author
    Ann Barth Hornbach
    Jun 22, 2021
    My customer service agent

    My customer service agent, Daniel, was awesome! He helped me understand what the problem was with my claim and took care of it immediately. He also asked me to follow up with him later this week to see where we are in the process. Daniel has offered to assist me anytime I have a question concerning my cats Snickerdoodle and Smores health plans. Thank you Daniel!

    ...

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