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Petplan Review

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Reviews 595

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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
    Kathy Alves
    7 hours ago
    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!

    ...

  • author
    Stacee Amos
    2 days ago
    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.

    ...

  • author
    Amanda Lee
    2 days ago
    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.

    ...

  • author
    Nick Febreeze
    3 days ago
    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.

    ...

  • 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

    ...

  • 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.

    ...

  • 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.

    ...

  • 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.

    ...

  • 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!~

    ...

  • 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

    ...

  • 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

    ...

  • 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.

    ...

  • 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!

    ...

  • 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.

    ...

  • 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.

    ...

  • 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.

    ...

  • 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.

    ...

  • 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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  • author
    Kathy Laster
    Jun 18, 2021
    Thank you Daniel

    Thank you Daniel ! You were so helpful when I talked to you today about the Pet Plan insurance for our special fur baby Cuddles🐾🐾! You gave us the helpful information we needed. First time us as pet parents Kathy and Larry has taken out pet insurance ! Thank you for being patient with me as I wrote down important info we needed and the emails too you sent!! And letting me know we can contact you if need to! Hope you and your fur baby continue to be well !!

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  • author
    Jessica M
    Jun 16, 2021
    Thank you Daniel from Pet Plan for…

    Thank you Daniel from Pet Plan for helping me with my claim! He was very knowledgeable, quick, and very polite! I was feeling frustrated at the beginning since ive been dealing with the claim for over two months but He was able to resolve my issue without any problems! Definitely calmed me down and took care of my needs! He is beyond amazing!

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  • author
    PRIM BIM
    Jun 16, 2021
    Thank you😊

    Thank you Daniel from petplan for helping me with updating my payment. It went very quick and he was very polite.-KW

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  • author
    Christine
    Jun 15, 2021
    Thank you - Pet Insurance above the rest

    Thank you to Petplan and Joe Prater for making the process easy and smooth for myself and clients. I am a veterinarian and have worked with various pet insurance companies and Petplan is by far the best....straightforward policies, great customer service and assistance and claim processing (ie Joe), reasonable prices and great coverage. Thank you so much for all you do in helping support our pets through some of their toughest times. Best, Christine

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  • author
    Martita Schmuck
    Jun 14, 2021
    After numerous attempts to get through…

    After numerous attempts to get through to a live person, I gave up and left a message with the answering service. Lucky me! Daniel G. called me back, and answered all my questions and helped me update my Pepe's status. Great service from him!

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  • author
    Sally G
    Jun 14, 2021
    Joe P saves the day!

    Joseph Prater took a very frustrated customer and turned the situation into a positive review! I was trying to upload multiple claim documents and needed to upload more than 4. Neither the App nor the website were helpful. Even the automated phone system was useless! I called back and input incorrect information to get to "a human" and I received warm, caring, apologetic Joe who helped me instantly with all my needs for the current medical claim, as well as some friendly discussion about my dog. Way to save the day JOE! Paisley says THANKS!

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  • author
    Jessica Anderson
    Jun 14, 2021
    Daniel G

    Daniel G. was a pleasure to work with. He took time to answer all of my questions. When he was unsure of an answer he went to somebody else to find it for me. Thank you Daniel G.

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  • author
    Luanne
    Jun 12, 2021
    Outstanding customer service from Daniel …

    I had called Petplan with many concerns with the new policies for my two dogs. I was so lucky that Daniel G. Answered my call. Daniel was outstanding. He answered all of my questions and made sure I was completely happy and made sure he had answered all of my questions. His professionalism and helpfulness was outstanding.

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  • author
    Dorothy K Jones
    Jun 10, 2021
    Daniel Griffin

    I wanted to let you know what a wonderful employee Daniel is. I am 77 years old and am disabled with an incurable disease. Most people are not very polite to older people. Daniel helped me with my policy for Collette Victoria to save me some money. You don’t know how much this means to me. I cried when I got off the phone. He is so kind and considerate. If I ever had a son I would want one like him. I truly mean this. Now a days people don’t have proper manners. Daniel does and I wish you would do something nice for him. Kudos to Daniel and thank you again. It was my pleasure to talk to you. You made my day. Dorothy K Jones

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  • author
    Ian Mcnaughton
    Jun 08, 2021
    documentation provided

    When I signed up in April, 2021, the confirmation documents were unable to be sent to me because of computer problems. They were to be provided within a month. When I did not get them, I called and spoke to Daniel who promptly provided them. I truly hope our experience in the future continues to be this good.

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  • author
    Lana
    Jun 08, 2021
    Absolutely horrendous business…

    Absolutely horrendous business practices. I signed up for pet insurance to cover my dog in January of 2021. We NEVER got what was promised or advertised, despite spending hundreds of dollars on premiums every month. Their "simple" app - NEVER WORKED. You couldn't even sign in let alone make a claim. They had my dog's info wrong, my contact information wrong, and when they "tried to fix it" they set us up for two accounts and started to bill us TWICE every month for their own mistake.  We provided an entire pet medical history that showed a clean bill of health and made our first claim at the end of April. They declined coverage because they couldn't open the medical history document INSTEAD OF CONTACTING US TO REUPLOAD. When we re-provided the documentation, they changed the reason for declining us to " the pet has a history of this injury" although on the pet history it says "they RULED OUT any issues with the pet." Because the site and the app was down, we had no way of knowing the information was not updated. We had no knowledge of the double billing until we looked at our statements. I must've called into the tech support department 6-7 times and spoke with various people who said "we are aware of the issue and will try to fix it as soon as possible" letting months go by with no fix. DO NOT WASTE YOUR MONEY WITH PET PLAN. Very very poor customer service, seems extremely fraudulent, and they will take advantage of you. They are NOT on your side.

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  • author
    Michele Barmash
    Jun 08, 2021
    Daniel was terrific

    Daniel was terrific. He helped me out with all the detailed information I needed. Thank you so much

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  • author
    Dana Wilson
    Jun 08, 2021
    Very good customer service with Daniel

    Very good customer service with Daniel, very friendly and helpful . Nice talking to someone that likes to do their job.

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  • author
    Helene
    Jun 07, 2021
    Great costumer service

    I spoke to Daniel and he was very friendly and explained why things happened the way it did and helped me solve the problem. Thank you!

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  • author
    Elaine
    Jun 07, 2021
    Daniel Griffith is the BEST

    Daniel Griffith was very helpful, pleasant, and efficient with resolving my portal issue. I couldn't had anyone nicer and supportive! Elaine Fox

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  • author
    RUDY LoGiu
    Jun 04, 2021
    I spoke with the kindest

    I spoke with the kindest, sweetest, most helpful person at Petplan today. That person was Daniel!!!🤩🤩🤩🤩🤩 His customer service skills far exceeded any of my expectations. I wish he could hold a seminar for ALL customer service reps. He’s lively, engaging and knowledgeable. He even spoke to my sweet little Rudy, who was fast asleep on my lap after knowing Daniel helped me get him fully covered for any future needs. If I need to contact Petplan again, I hope I get the pleasure of speaking to Daniel again! THANKS A MILLION, DANIEL!! Happy Summer, Daniel! Rudy sends hugs!!!🐾🐾

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  • author
    Kim
    Jun 04, 2021
    Great customer service - very helpful rep

    Needed to update my credit card information and was unable to complete the change online so I had to phone Petplan. I spoke with Daniel and although I was calling with billing information, he was also happy to update other profile information that needed changing, and provide some guidance re a claim question I had. Great customer service.

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  • author
    Dawn
    Jun 04, 2021
    I’ve reached out to customer service…

    I’ve reached out to customer service several times over the past few months the first time was a lady not very polite at all. I honestly was questioning keeping my plan. I most recently talked to Daniel Griffith who was exceptionally helpful! He was enjoyable to talk to and took the time to sort out the issues. His customer service was fantastic. Hopefully in the future there are more people like Daniel.

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  • author
    Mayze Marie Porter
    Jun 03, 2021
    Petplan Insurance is amazing! And thank you Joe for all your help!!

    Petplan insurance has truly been a life saver for my pup and I. In 2019/2020 my pup tore both of her ACLs, the first just after thanksgiving and the second a week after she was cleared from her first surgery. Thanks to Petplan insurance, not only was I able to get both of her surgeries done, but I also got to get her the better optioned surgery. This year Petplan insurance continues to help me again with an emergency vet bill from a fight she got hurt in. There was a bit of a hiccup in updating my address so I could receive my reimbursement check, however Joe was EXTREMELY helpful and put in the update for my address change as well as a request to send out a replacement reimbursement check to the correct address. This is why I continue to recommend Petplan to all my friends and family and have continued to insure my pup since 2019 with them. Thank you guys for what you do🙏🏼 You gave my pup a second chance at her best life and gave me the ability to live it with her!

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  • author
    Nancy G.
    Jun 03, 2021
    No one loves dealing with insurance BUT…

    No one loves dealing with insurance companies but Daniel made the experience actually enjoyable. He was very thorough going through the premiums for each animal and was very honest and helpful in terms of how to save a bit on the costs. Very much appreciate his customer care.

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  • author
    Mark Whitworth
    Jun 04, 2021
    Daniel and my experience

    Daniel and my experience. I was having some issues computer-wise as I am not real savvy on a computer. At my age from another century, computers were not on the gift list. However Daniel was like a gift as his knowledge was one blessing, but his courtesy, patience and manner was so great and he helped me so much. Give him my regards again and compliment his attitude. He is and was customer courteous personified. I was feeing quite low and he reassured me in his attitude there are friends willing to help. Thanks for employing Daniel. A compliment to the reader of this response. Mark Whitworth

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  • author
    Katrina Rodriguez
    Jun 03, 2021
    You already have enough stress

    I've had this service for about 3 months. The technical issues are a nightmare. Right off the bat, we couldnt log in. Then we could switch over the email. Then they fixed the email issue, but the claims updates dont go to that email (which they cant change). I couldn't submit a claim because the app was down, then it wouldnt take the documents, then we couldn't upload the supporting documents asked for. Then the app disappeared, then if came back, but majority of it doesnt work. Its one thing after another. On top of all this, I submitted 3 claims, which (3 months later) were ultimately denied. 2 of them said that it was because we hadn't had an exam within 6 months prior to the coverage, but we had. And the documents we sent, that they supposedly reviewed, supported this. So, I've now had to make an appeal to re-open the claim. But I have ZERO confidence that it will be approved because, why would they make anything simple? I seem to be paying for increased stress levels, not actual coverage.

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  • author
    Michelle Chavez
    Jun 03, 2021
    Fast, Courteous, Expedient, Professional Service!

    Fast, courteous and professional service. I was provided an email with an link to upload the additional requested documents needed to complete my claim. Thank you, Daniel!

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  • author
    Jean Zeroun Laguerre
    Jun 03, 2021
    Friendly and Super Helpful!

    Friendly and Super Helpful!

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  • author
    Mike G.
    Jun 03, 2021
    Why I’m so glad I went with PetPlan

    I was impressed with the time spent with me explaining my coverage, how to put in a claim, what I needed to provide for my claim and how my claim would be handled. The person I spoke with was extremely knowledgeable and patient with all my questions about the claim process. She explained the how the deductible, limits of my policy and the copay so that I could financially plan for the costs. I left the conversation feeling like I picked the right company and the right plan.

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  • author
    Lisa Gaston
    Jun 02, 2021
    Exceptional Customer Service

    I’ve reached out to customer service several times over the past few months due to technical issues when requesting a quote for a revised plan. I most recently talked to Daniel Griffith who was exceptionally helpful! The outstanding customer service has helped navigate many technical issues that I’ve experienced since the website and app updates.

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  • author
    angelina burnett
    Jun 01, 2021
    Very good customer service

    Very good customer service. Usually Im able to accomplish what I need to through the app but when I got stuck the other day and called for help, Joseph Prater handled my issue quickly and kindly.

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  • author
    Maria Tomaro
    Jun 01, 2021
    I made several attempts to file a claim…

    I made several attempts to file a claim using the app. Although I was frustrated I reached out to technical support. I was helped by Joe Prater. He was kind and knowledgeable. Joe stayed on the call to guide me though the process. When the app still didn’t function, he sent me an email with instructions to file the claim to Petplan using my computer. I received a reply email from him very quickly to acknowledge he received the claim with the required documents. My thanks to him for his guidance.

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  • author
    PetplanUser
    May 29, 2021
    Great Customer Service

    Though I was disappointed in the claim outcome, the customer service provided by Daniel was exceptional! He was personable, responsive and helped me several issues I wanted to cover. Thanks Daniel!

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  • author
    Sylvia M.
    May 28, 2021
    I am late in sending my CUDO'S …

    I am late in sending my CUDO'S to Sierra Wallace on your customer service team. On April 23rd, 2021 I phoned in frustrated that I could not complete the task of uploading additional documents on the apt . She immediately calmed and assured me she could help. She was more than accommodating and patient to assist me upload the remaining documents for my golden doodle Toby's surgery claim. She has a very kind spirit when assisting customers over the phone and she deserves a huge GOLD STAR !!!! She is a perfect example of the ultimate customer service representative to your company! Her kind spirit is reflected in her voice that it's from her heart to help ! Thank you so much Sierra !!

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  • author
    Hande Jones
    May 27, 2021
    Thank you for improving my day very much

    I called in today (May 27th, 2021) because I can no longer see claim disbursement details on my end of the portal as a customer. Joe helped me with my request and he was wonderful. He was patient, friendly, and thorough. He answered all my questions and initiated all necessary actions. I very much appreciated this exemplary customer service and wish only other companies maintained the same level of service.

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  • author
    Brittany
    May 27, 2021
    Ive talked to Daniel a few times from…

    Ive talked to Daniel a few times from pet plan and hes by far one of the nicest people to deal with.Pet plan has been so comforting and has made me feel so at ease during this difficult time with our Remi girl who is experiencing some cruciate issues..Thank you

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  • author
    Agi Frimmel
    May 27, 2021
    Joe was the ONLY one that finally helped me

    Joe was the ONLY one that finally was able to help me. I tried calling for weeks, and couldn't get a person to talk to. Its been crazy ever since they switched to their new website! I've been paying PETPLAN $2000/year for pet insurance for 9 years now, and the few times I submit a claim, there always seems to be something else that they need to get some reimbursement. Or it always goes towards the deductible! In 9 years I'm certain that I have paid more than most! So thanks to Joe, I finally have someone to contact if need be.

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  • author
    Elizabeth Moran
    May 27, 2021
    Joseph was great

    Joseph was great! Very helpful and kind! Thank you, Pet Plan

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  • author
    Nicole D.
    May 26, 2021
    Exceptional customer service!!

    I spoke to Daniel Griffith yesterday regarding my payments not having been debited from my credit card. He did research and found the reason why, whereas maybe some others in call centers, in general, may have stated that they did not know why and sent me on my way. He also kindly researched why one of my kitty's policy was higher than that of the other. Again, he could have stated he had no reason why and sent me on my way, as some folks will do (in general, in call centers) just to get the customer off the phone to meet call center metrics! Daniel was very authentic; amiable; respectful; empathetic; patient; kind; friendly; personable; down-to-earth; diligent; professional; and took ownership of the problem. I truly admire his work ethic, which is uncommon in general today. He even asked about my two babies, and I got to hear about his sweet fur baby as well! I truly appreciate the correct information and the "one call resolution", which Daniel stated was one of his goals. I truly enjoyed Daniel and the call: it was the highlight of my day! He is a true asset to PetPlan and is the epitome of what a customer service professional should be!! May others be inspired by Daniel to get to his level!! Continued success to Daniel!! I am very thankful for the caliber of person and professional he is, as I know others are!!!

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  • author
    JK
    May 25, 2021
    Joe Prater- EXCELLENT five star service!!!!!

    Mr. Joe Prater went above and beyond in every way!!! I cannot express after 11 years of having Pet Plan NO ONE has explained my policy and submitting my invoices to me in the correct manner. Joe was very patient and detailed with my policy and the new rate increase (which I am not happy with) but that is not what this review is about. I wish I talked to Joe years ago, Joe is a 100% asset to his company, it was refreshing to have my policy / claims submissions explained to me in black and white. Thank you Joe for all your assistance through my claims process!!

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  • author
    Janet S
    May 24, 2021
    I called to obtain information on my…

    I called to obtain information on my policy and spoke to Daniel Griffith. I was very pleased with the service I received from him. He thoroughly answered my questions with great enthusiasm and kindness. Daniel is an asset to your team! Thank you for the great service. It is very rare these days!

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  • author
    Maritza S. Valdez
    May 24, 2021
    Mr. Sweet

    Mr. Prater was very helpful. Explain and gave me step by step what I have to do for filling out paper work for my dog. Mr. Prater also ask about my dog cooper, very sweet and sincere. Very nice customer service

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  • author
    Laurie Eadie
    May 24, 2021
    Daniel was great

    Daniel was great! He made sure that the issue I had was solved in a timely manner. He went out of his way to explain things clearly. He was friendly and informative.

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  • author
    Mark
    May 22, 2021
    Great Customer Service

    Daniel clearly explained my concerns about Cream Puff's dental treatment and claims. It's always a pleasure to speak with him.

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  • author
    Jean H
    May 21, 2021
    Help from Daniel about renewal premiums

    I just spoke with Daniel about changing the policies for my cats to bring the renewal premiums more in line with reality, now that I am retired. He was helpful in finding ways to modify them and bring the premiums down and was reassuring about the wisdom of my choices. I am terrified of lowering coverage so much that I will be unable to care for them properly in whatever end up being their final illnesses, but Daniel reassured me that what I was changing was very much within reason and should not put me in that position. I certainly hope he was right.

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  • author
    Maria Zambrano
    May 20, 2021
    I had the pleasure of renewing my dog's…

    I had the pleasure of renewing my dog's annual Petplan insurance with Daniel as the representative just the other day. He was warm, courteous, and helpful, and I thoroughly enjoyed speaking with him. Thank you, Petplan, for providing high-quality personnel who positively reflect on your organization.

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  • author
    Anneliese
    May 19, 2021
    Thank you to Daniel for taking care of…

    Thank you to Daniel for taking care of my concerns and easily answering my questions.

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  • author
    Shadi Borhani
    May 18, 2021
    Very satisfied

    Very satisfied, great customer service experience I had with Joe, he was so patient to answer all my questions. He truly cares about what I need and he went above and beyond to make sure I have all the information required to make my claim. Thanks Joe for your great customer service.

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  • author
    Z M
    Jun 01, 2021
    Beware of their claim submission…

    Beware of their claim submission process! After being customers for almost 10 years we had a surprisingly negative experience when trying to submit a large claim: 1. We were told to submit our claim via their new app. Their app kept crashing. 2. After waiting weeks with the app crashing, we gave up and submitted our claim manually. 3. Manual submission date was 94 days after the service date. They will not process claims greater than 90 days old. We were never aware of this (it's in the fine print of a 30 pg terms and conditions document). 4. After explaining the delay was because their app kept crashing, they said there's nothing we can do since we did not tell them the app didn't work sooner. It appears to us that they rely on a faulty web app so that people can't submit claims, and then when they do manually, if it's past the arbitrary 90 day submission deadline (even four days!) in the fine print they have a mechanism to deny the claim. We were very disappointed and after speaking to multiple people on the phone who essentially said nothing can be done, we are leaving this company and advising their other customers to be extra cautious. Update: the company responded a couple days after posting this review that "Someone from our team has reached out to you via email and is on standby to help resolve this claim for you." It has been several weeks since this message and no one has contacted me.

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  • author
    Alison Church
    May 18, 2021
    I called Petplan on Saturday to talk…

    I called Petplan on Saturday to talk through some questions about my policies for my 2 cats. Daniel was great. He was efficient, caring and very friendly.

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  • author
    yesid torres
    May 17, 2021
    WOW Daniel

    WOW Daniel really went above and beyond..at first I was so confused then he put it all together and clearly for me to understand my policy! Prior to his help I had another agent who was very rude,vague, and not informative. Thank you Daniel you rock!!! Great customer service goes a long way:)

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  • author
    JustAnswer Customer
    May 15, 2021
    Five star Daniel

    I called Petplan on Friday with some questions regarding my account and spoke with a wonderful gentleman named Daniel. His service was amazing and he went the extra mile for sure. He was a 5 star kinda guy and a true pleasure to do business with.

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  • author
    Pf
    May 15, 2021
    I had trouble with Petplan in the past…

    I had trouble with Petplan in the past when sending my claims until I spoke with Toni and she was extremely helpful which gave me a positive experience for 2021. Only neg is that my premium for one of my dogs went up $100 after 3 yrs. so my 5 star rating is for my customer service representative- Toni. Ty

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  • author
    Vicki
    May 15, 2021
    Daniel was very patient and helpful

    Daniel was very patient and helpful, thank you Daniel

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  • author
    Mark
    May 15, 2021
    Great Customer Service

    Daniel did a great job explaining the mechanics of my policy and billing. I appreciate his help and genuine concerns for my cat Cream Puff!

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  • author
    Anglea
    May 15, 2021
    Thank you Daniel for taking the time to…

    Thank you Daniel for taking the time to listen to my concerns. Excellent customer service.

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  • author
    Emma
    May 14, 2021
    Thank you Pet Plan!

    Thank you Pet Plan, specifically Angela & Toni. My pet had to undergo some extreme and expensive surgeries and pet plan had my back the whole way!! I literally couldn't have done this without them.

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  • author
    customer
    May 14, 2021
    Customer Service was fabulous

    Customer Service was fabulous. He was professional and thorough.

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  • author
    Artrice Roberson
    May 14, 2021
    Daniel G

    Daniel G. was amazing very informative, I really didn’t know what to ask and or how to ask so he explained my policy !!! Trust if I have any more questions he’ll be the one I’ll ask for and Recommend

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