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Walmart Pet Insurance Review

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Reviews 696

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Katy Ward
Katy Ward
May. 03, 20214 min read

Walmart summary

Walmart Pet Insurance, powered by Petplan, helps you save by paying you back up to 90% of vet bills when your cat or dog gets sick or hurt. On top of that, new customers can get a discount of up to 10% on their policy. Not only that, it offers risk-free cancellation for 30 days and best of all, it lets pet parents take their pet to any licensed vet in the U.S., including emergency clinics and specialists.

Pros

  • Accepted by any licensed vet in the U.S.
  • Automatic discount of up to 10% on new policies
  • New policies include a $25 Walmart gift card

Cons

  • Routine vet visits not covered
  • Covers dogs and cats only
  • No 24/7 hotline
Walmartat 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

Walmart Walmart Visit Site

What Does it Cover

If you sign up, your dog or cat will be covered for what other providers charge extra for or don’t cover at all, including:

  • Illnesses and injuries
  • Breed-specific conditions
  • Comprehensive dental 
  • Complete sick visit
  • Diagnostic tests
  • Veterinary exam fees
  • Virtual vet visits
  • Acupuncture
  • Imaging and ultrasounds
  • Cancer treatment
  • Surgery and rehabilitation
  • Hydrotherapy
  • Emergency and specialist vet visits
  • Behavioral therapy
  • Chiropractic care

Insurance Plans & Pricing 

The cost of your premiums will depend on factors such as the cost of vet care in your area and your pet’s breed, age and medical history.

We entered the details for a 4-year-old Golden Retriever and received a quote of $74.15 per month, which includes a $15,000 maximum annual payout, a $300 annual deductible and 80% reimbursement.

When we entered the information for a 3-year-old mixed-breed cat, we received a quote of $19.66 per month. This plan had a $5,000 maximum annual payout, $250 annual deductible and 70% reimbursement. 

Each of the above policies would qualify for a $25 Walmart gift card, which you can use to buy pet food and supplies from Walmart. 

Walmart Pet Insurance also offers the following discounts:

  • Automatic discount of up to 10% on new policies
  • 15% Healthy Pet Credit for those who go a year without filing a claim

You can save even more money on your policy if you pay quarterly or annually, and all policies include risk-free 30-day cancellation policy.

Note: these prices were obtained in August 2021, based on a New York zip code and they are subject to change. Prices can be adjusted based on the amount of coverage you would like. Look for the ‘customize price’ link 

What is Not Covered

Your policy won’t cover routine vet visits, such as:

  • Annual check-ups
  • Teeth cleaning 
  • Spaying/neutering
  • Vaccinations

Like other pet insurance providers, Walmart Pet Insurance cannot cover pre-existing conditions. 

Waiting Periods

The amount of time you’ll need to wait before making a claim will vary depending on the state you live in, but it won’t exceed 15 days. One exception to this is your pets’ hips or knees. This waiting period could be as long as 6 months, but Walmart Pet Insurance may waive this period if your pet receives a healthy check-up on his or her knees before your policy starts.

Coverage Limits

You can customize your maximum annual payout, with $5,000, $15,000 or unlimited as your options.

Reimbursement and deductibles

If you take out a Walmart Pet Insurance policy, you can choose reimbursement rates of 70%, 80%, or 90%.

You can also select deductible rates of $250, $300, or $500. For an indication of the impact of deductibles on premiums, we ran a series of quotes for a 2-year-old German Shepherd, choosing an 80% reimbursement rate and $15,000 maximum payout. We varied only the deductible each time.

DeductibleMonthly premium
$250$65.84
$300$59.95
$500$48.17

We then repeated this process for a 1-year-old Abyssinian cat. 

DeductibleMonthly premium
$250$28.61
$300$26.71
$500$21.50

These prices were obtained in August 2021, based on a New York zip code, and are subject to change.

Claims and Service

If your pet is sick or injured, you can take them to any licensed vet in the U.S. Once your pet has received treatment, you can submit a claim online or with the Petplan app by sending in a photo of your paid bill.

The majority of claims are approved within 15 days, and payments are then processed the following business day. If you enroll in direct deposit, you’ll get paid back 3-5 days faster than if you elect to get paid by a paper check.

Agents are available (via Petplan) over the phone from 8 AM to 7 PM (ET) Monday to Friday, and 10 AM to 6.30 PM (ET) on Saturday. Alternatively, you can receive live chat support between 8.30 am and 6.30 pm (ET) Monday to Friday. You can also use the Petplan app to chat with an agent.

What You Might Like

When we ran a series of quotes, we found the site user-friendly. The site used simple, jargon-free language and we located all the information we needed in less than 2 minutes. In addition, if you value flexibility, you may be reassured to learn that the company offers risk-free cancellation for up to 30 days.

What Walmart Pet Insurance could do better

The provider’s policies don’t cover routine visits, which means your protection only comes into play in an emergency. 

Contact Details and Address

Walmart headquarters: 702 S.W. 8th St. Bentonville, AK 72716

Petplan headquarters: PO Box 1489 Bolingbrook, IL 60440

T: 844.392.9813

E: info@fetchpet.com

Bottom Line

A newcomer to the market, launched in 2020, Walmart Pet Insurance offers a comprehensive range of features. Its discount of up to 10% for new customers is certainly a selling point. Likewise, the risk-free cancellation for up to 30 days could be especially valuable for those who are on the fence about signing up. All in all, we found Walmart Pet Insurance is competitively priced and well-rounded. Walmart Pet Insurance offers all the core services dog and cat parents are likely to need.

Methodology

This review was compiled using information on Walmart Pet Insurance’s website and online quote tool. We also contacted the customer service team via live chat.

Walmart Walmart Visit Site

Katy Ward
Written byKaty Ward

Oxford graduate Katy Ward is a seasoned journalist and editor covering personal finance and software topics for Eleven Writing and Top10. Over a 15-year career, Katy has worked with several finance titans, including Barclays, Tandem Bank, and Yahoo! Finance. She writes for BestMoney and enjoys helping readers make sense of the options on the market.‎

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  • author
    Michele
    a day ago
    I have had the most satisfying…

    I have had the most satisfying experience concerning reimbursement, communication, processing of claims etc. with Anne Wheitsel, Member Experience Associate of your team. We have a purebred German Shepherd and within the last few years we have encountered a multitude of medical issues with him. We have purchased Petplan Pet Insurance since he was a puppy and have not needed their assistance until recently. Working with Anne has provided us with the reassurance that we can seek out the medical attention that our dog needs with the comfort that we are receiving some assistance from the insurance that we are paying for. It has been a gratifying experience and we are grateful for Anne's personal attention to our pets claims!

    ...

  • author
    Tracy Ta
    2 days ago
    No Longer Affordable or Reasonable - More Acurrately It's a SCAM

    PetPlan used to provide reasonable rates and coverage, they have since increased their rates tremendously and last year during COVID when finances were tight, we had an incident where out dog ingested raisins and we noticed right away and called our vet and pet poison hotline, administered peroxide as advised to induce vomitting within 15mins of the incident and when that didn't work, we we at the vet's within 30mins to have them administer charcoal. She threw up everything and we only had them keep her for monitoring over night for a precautionary measure. We submitted the claim thinking it would be worth it since we exceeded the deductible anyway and were reimbused at the time for approx $350. Fast forward to renewal this year, her premium nearly DOUBLED which means annually her plan now costs $380+ more, and will only continue to rise as she ages. We have 2 dogs and at this point, if we'd be spending $1000/year + EACH insuring them and be penalized if we do need to make a claim, we're better off just keeping the money and setting it aside in case of emergency. That was the first time we had EVER made a claim after having our pets insured with them since 2015. When we started, premiums were $30/month. Now for our dog who's never had a claim, it's $70/month and for the one who has it's over $80. I just cancelled my account and I'm genuinely disgusted I've ever recommended this company to any pet owner. While the staff have always been a pleasure to speak to, unfortunately it doesn't outweigh the fact that the potential benefits of this service does not justify the cost for healthy animals. I share this because I wish someone had provided me with this information upfront as I would have had over 5K set aside by now for emergency funding for my pets instead of paying the useless premiums.

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  • author
    Susan Loss
    3 days ago
    Amanda was a pleasure to work with

    Amanda was a pleasure to work with. Easily able to understand and respond to my concerns. Was interested in helping me to resolve my concerns.

    ...

  • author
    J.R.S.
    3 days ago
    it was first time inquiring about my account and coverage

    it was first time inquiring about my account and coverage. Had very helpful and knowledgeable response from Tattianna Smith. I would highly recommend this service and this representative.

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  • author
    Ruth
    Nov 29, 2021
    Tattianna Smith is amazing!

    I spoke with Tattianna Smith, Member Experience Associate at Petplan. She was amazing! Helpful, kind, insightful, and couldn't have been more professional! She was incredible!

    ...

  • author
    Dawn
    Nov 29, 2021
    Petplan helped us get through a stressful time♡

    Petplan processed our claim fairly, accurately, and promptly and helped our family take the best care of our dog during a very stressful time. Thank you for walking your talk!

    ...

  • author
    Ron
    Nov 27, 2021
    Tattiana was very helpful and compassionate

    Tattiana Smith was very helpful with my inquiry and gave me additional information that was very useful. She also acknowledged our loss of our dog Fred in a very warm and supportive manner

    ...

  • author
    Sharon
    Nov 27, 2021
    Thank you, Stacy, for your assistance

    Thank you for your assistance, Stacy! Who knew getting my dog’s records would almost be as complex as my own? Today, finally, Stacy said she’d intervene and request those forms on my behalf so that our claims could be processed. 🤞🏾I appreciated Stacy’s patience and kindness. Please thank her for me.

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  • author
    Ari Cohen
    Nov 26, 2021
    Experience with Petplan

    We have had pet insurance with Petplan since our Dacschund Riley was a puppy. Hoped to never need it but unfortunately Riley got IVDD and needed surgery. The peace of mind that knowing we had Petplan was very comforting. We were very worried about our dog and also very worried about what the process would be like submitting a claim with Petplan - the process was very easy even being online and the support we received from Petplan was wonderful - while they requested added documentation at every turn, it was always the relevant information needed to make the claim and Petplan always guided us when we needed to be guided. Thank you for helping us through this difficult time. Our little girl is doing better every day and walking again. Now our biggest fear will be to see where our insurance renewal goes - but ultimately, we are very happy with the insurance experience Petplan provided and would recommend Petplan to anyone looking for a great pet insurance experience.

    ...

  • author
    Joan
    Nov 26, 2021
    Have had Petplan for many years and…

    Have had Petplan for many years and never a reason to use. Suddenly, my almost-10-yr-old pup had cancer and required surgery. A relief to know I didn't have to worry about a huge bill and could make the decision to go ahead and perform the life-saving surgery. Thank you for your timely review and reimbursement, customer advocate, Jennifer Coleman.

    ...

  • author
    Jamie
    Nov 25, 2021
    My peace of mind

    I was a wreck when I returned from work to find my dog had urinated blood on the floor and was feeling ill. After calling the emergency vet to get an appointment I called Mia’s pet insurance (Pet Plan) to ask how to submit a claim. Stacey Johnson calmed me and guided me through the process reassuring me of the coverage. That evening when we returned from the vet, my girl feeling better already with the meds I followed Stacey’s directions and within seconds received an email and text message the claim was going through to be assessed and processed. Thank you for the peace of mind.

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  • author
    Tatiane Hampton
    Nov 25, 2021
    Claudia Chacón

    Claudia Chacón was very helpful and kind, she as able to answer all my questions. I am very happy with customer service. Thank you

    ...

  • author
    Tara C
    Nov 24, 2021
    Claudia was wonderful

    Claudia was wonderful! Very helpful, thoughtful and thorough.

    ...

  • author
    Kat
    Nov 24, 2021
    Very quick and friendly service!

    Very quick and friendly service!

    ...

  • author
    Té Revesz
    Nov 24, 2021
    riendly professional who swiftly handled the problem.

    Needed help with bill payment. Ms. Chacon is a friendly professional who swiftly handled the problem.

    ...

  • author
    Vanessa Ljungholm
    Nov 24, 2021
    Stacey was super helpful and…

    Stacey Johnson was super helpful and professional! She went above and beyond explaining the claims process for 2 of my dogs. Great customer service skills, and my call was picked up very quickly.

    ...

  • author
    Dee Miller
    Nov 24, 2021
    Adam Altman was just SO HELPFUL!!

    Adam Altman was just SO HELPFUL!!! I was literally losing my mind due to issues with the Petplan website not working. I reached out to Jodi Johnson, who also has been very helpful, and she had Adam call me directly and within a few mins I had access to the website again. Pls DEFINITELY recognize Adam Altman and Jodi Johnson for their superior customer service!!!

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  • author
    Lisa Mohammed
    Nov 24, 2021
    Great job Megan!

    Megan Sparks was a pleasure to speak with. She answered all my questions and explained all the changes to my policy in a clear manner.

    ...

  • author
    Mariana Vieth
    Nov 24, 2021
    Fast Processing!

    My claim was processed quickly and the communication was great. I even got a call after my dog's surgery to ask how he was doing. Such great customer service!

    ...

  • author
    GRT
    Nov 24, 2021
    Fast Claims

    Sent it my claim and it was approved in a week.

    ...

  • author
    angieb
    Nov 24, 2021
    A pleasure to work with

    My dog unexpectedly got sick very quickly. In a matter of days she went from what we thought was an ear infection to liver cancer which required immediate surgery. Drs were very honest and told us how much everything would cost as we had testing and procedures done. It was a giant relief to be able to say, go ahead and do what needs to be done, we have insurance. In 3 weeks the medical bills came to over $11,000! I was reimbursed for 90 percent with no problem, less than 2 weeks after her surgery. Jennifer was excellent. She called to make sure Lilly was ok and to answer any questions I had. In a very stressful time she made things much easier. I recommend Pet Plan to everyone! Thank you Jennifer for being helpful and caring.

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  • author
    Vivian Unterweger
    Nov 24, 2021
    Anne Wheitsel deserves 10, not 5, stars !!

    Although PetPlan made a major error in not providing the correct address on its form for mail- in claims, Anne Wheitsel saved the day ! She was kind, professional, courteous, and efficient, and got my claim on the right track to be processed. Through our several e-mail exchanges, she was unfailingly responsive and helpful. She is a gem of a customer service representative and the best experience I've had through many beloved dogs and many years with PetPlan. She is what customer service is all about!

    ...

  • author
    Jan Dorwarth
    Nov 24, 2021
    Fantastic customer service and quick approval of eye operation !

    My Senior doggie needed a cataract surgery because he was nearly blind on one eye. I contacted PetPlan's customer service and talked to Anne Wheitsel. She was so so so SUPER nice and friendly and make the whole process to easy. I sent all the medical bills and estimate of procedure to her attention and it got approved very quickly. This was a very expensive eye surgery and it would have been super expensive without PetPlan insurance. Now my little doggie can see again on both eyes and PetPlan will reimburse me for my surgery expenses less my deductible. I'm very happy with PetPlan and can highly recommend them and their fast and super friendly service. Thank you so much Anne + PetPlan !!!

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  • author
    Sheila Newland
    Nov 23, 2021
    MEGAN DESERVES A RAISE.

    I had the great pleasure of working with Megan this morning. She walked me thru downloading your app and filing my claim. Originally the call was to ensure my vet clinic had finally filed several claims properly. To my dismay, the largest, for over $5,000, had not been received by Fetch. Even worse, the three month deadline is tomorrow. Of course, my frustration level went thru the roof. Megan handled my frustration with calm and cool professionalism and spent a great amount of time with me. She is a gem. Actually, all the Fetch CSRs' are the same. But Megan demonstrated exemplary customer service today. She is even willing to work with me later today to make sure everything is finally correct. Please consider Megan for any recognition or commendation available.

    ...

  • author
    Grace needed
    Nov 23, 2021
    Tattianna Smith - Patient, kind, professional and knowledgeable

    Spoke with Tattianna Smith. She is totally amazing, and very patient! She gave a stellar customer service! She responded to all my questions very professionally and with much kindness. And repeated herself when needed, and explained the process really well, so to make it easier for me. Great experience for my first claim! Kind regards, Christiane Devaud

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  • author
    Nadia Elkharadly
    Nov 23, 2021
    A+ for Petplan

    Highly recommend Petplan to all the pet parents out there! All the agents are lovely, and Stacey in particular has helped me out with claims since last year. it's so hard when you need to make medical decisions for your pets but having insurance can help ease our minds and wallets, and that's why I chose Petplan for my 2 cats and dog!

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  • author
    Evan
    Nov 23, 2021
    Petplan saved the day

    My 10 year old dog developed pancreatitis. The hospital bill came to $15k plus follow care. Petplan paid out without issue. Jennifer even called at the end of the process to see if I had questions. I had many which she answered. There was not a single problem getting paid. Best of all, I was told that the large payout would not affect next years premiums. After 10 years of insurance with Petplan, I have not had a single problem.

    ...

  • author
    Shirley Whirley
    Nov 22, 2021
    Pleasant and informative

    I spoke with Dan Mason today, he was a pleasure to speak with and answered all my questions.

    ...

  • author
    Dee Swizdaryk
    Nov 22, 2021
    Very greatful for PetPlan

    We have had PetPlan insurance for many years with 3 of our dogs. Our first dog had cancer and PetPlan covered his treatments and diagnostics which ended up being over $31,000 by the time we said good bye. It was such a relief to hear about what the vets could offer and be able to do what we could to give him a better quality of life for the time we had left. A year later we got a new pup to join the family and signed him up with PetPlan right away. He is 1.5 years and needed a total hip replacement. We were so grateful he was insured. He is almost 3 weeks in his recovery and our refund is on the way and this encredibly fun pup will get to have a great quality of life because of his surgery that we may have otherwise not been able to do for him. We love this company and can't say enough good things. It is important to understand your policy and what is covered and when you need to file as well as what you need to file. Follow the checklist and it makes it so much easier navigate. I have had a great experience regardless of calling in or chatting with their customer service. We reccomend them as an insurance provider for your fur family.

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  • author
    E.K.
    Nov 22, 2021
    Helpful & kind

    Jennifer in Customer Care was very helpful and kind when she called with an update today, and I always have good luck reaching representatives when I call with questions or concerns about my policies. Petplan (aka Fetch) has been wonderful with the claims in my pet family, and has saved both my credit history and my peace of mind more than once! Claims are paid out somewhat slowly for the industry (within 15 days), but direct deposit speeds things up. Would love a way to direct-pay vets in the future.

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  • author
    Alexandra Zanella
    Nov 22, 2021
    Spoke with Stacey Johnson for various…

    Spoke with Stacey Johnson for various questions I had about my puppy’s coverage. Stacey was very pleasant - very knowledgeable and very helpful! Pet insurance is new to me so to have support like Stacey’s is extremely important.

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  • author
    Ciccio
    Nov 22, 2021
    Do not Buy.

    Do not Buy. Started with my 8 week old kitten. No claims at all. Year 1 moderatly priced premiums , year 2 a substantial increase ,even though no claims and a no claims rebate. This years premiums raised by 138.00 still no claims and a claim free rebate. What a joke what rebate. We canceled , we can only imagine the premius next year. Seems like this company is all about making money.

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  • author
    Gary Thibodeau
    Nov 18, 2021
    Best Customer Service

    Called in today with a few questions about the plan we have for our schnauzer Oliver. Spoke with a woman by the name of Stacey Johnson and she was just friggin' awesome. She was polite, patient and informative. Love Pet plan and gotta love Stacy. Glad I signed up. Sincerely, G. Thibodeau Canada

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  • author
    Stephanie Discala
    Nov 17, 2021
    Called in and spoke with Stacey Johnson…

    Called in and spoke with Stacey Johnson who was extremely helpful in making sure my claim had all the documents necessary. I love PetPlan!

    ...

  • author
    Consumer
    Nov 11, 2021
    Excellent customer service with Stacy Johnson

    I called today and spoke with Stacey Johnson concerning a claim I had questions on. What an extraordinary, professional and outstanding employee! Stacey was courteous and very knowledgeable answering all my questions thoroughly. Stacey deserves a raise for how she treats Pet Plan customers! I’m very impressed because her customer service is second to none! Sincerely, Colleen and Thor B

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  • author
    Sarah Lynn
    Nov 11, 2021
    This insurance company is a scam

    This insurance company is a scam. I tried to cancel my plan before I sent in my cats wellness check from the vet because I wanted insurance that offered preventative coverage. They prorated my refund making me pay for months I wasn't covered. When I called to check what I was paying for the lady on the phone proceeds to get loud and angry. It was a horrible experience. She just kept spouting off lame excuses why I should pay for services I didn't receive. It's more the principle of the thing tbh. It was only a little over 20 bucks. For them to be so petty and rude for 20 dollars makes me wonder how difficult it would be to get them to pay for a claim. I'm glad I figured this out now instead of hundreds of dollars later.

    ...

  • author
    Carmen Tebbe
    Nov 12, 2021
    Horrible Company

    UPDATE TO PETPLAN'S RESPONSE: I did call to discuss my other options and if I wanted to keep my monthly payments at $149 per month they would only provide me with a total of $4,000 annually of reimbursement vs. the $15,000 I had for the years prior. Why would I pay them almost $2000 a year for only $4000 in coverage? Petplan also doesn't reimburse you for 100% of your veterinary bills and are nickel and dime-ing you over what is covered. I repeat: Do not waste your money on this horrible company! My dog turned 13-years old, and after paying $149 per month for her lifespan, Petplan raised her monthly premiums to $352 right after her 13th birthday. I called to see if it was a billing error and they said no. The plan renews annually and the rates can increase. It is so wrong to raise the rate by over 100% with no warning (they said they sent a letter which we never received) in the years of my dog's life when she might actually need coverage. They were all too happy and quick to cancel my policy when I said I could not afford a $352 monthly premium because honestly who could. To do this after a global pandemic when people are really truly hurting financially makes it even worse,. Petplan knows I have paid them over $20,000 with little to no reimbursement because my dog has otherwise been fairly healthy. Please learn from my mistake and do not waste your money on this horrible company who doesn't care about providing your pet and it's owner with peace of mind and care. As soon as your dog becomes a senior and they might actually have to reimburse you for costs associated with veterinary bills, they more than double the rates of your policy so you can no longer afford to pay for dog's medical insurance. This is so wrong.

    ...

  • author
    konaok13
    Nov 08, 2021
    We have a puppy that has allergies

    We have a puppy that has allergies. So we took her to the Vet and he gave her a shot and prescription to treat the problem. Petplan Pet Insurance spends more time avoiding the claim and keeps requesting more and more ridiculous records. This is NOT the first pet that we had insured, so will be cancelling our insurance and going elsewhere.

    ...

  • author
    Tina Morris
    Nov 08, 2021
    ANNE WHEITSEL ROCKS!!!!

    ANNE WHEITSEL ROCKS!! I first became acquainted with Petplan Member Experience Associate, Anne Wheitsel, a couple of months ago, after the death of my beloved Sammy Higgins, who was not a pet to me, but was my precious Baby Boy. Anne easily related to the importance of Sammy Higgins to me, and took the time to talk me through my grief, as well as to relay to me her understanding of what I was going through. I was a total wreck while trying to speak with Anne about how stressed I was trying to take care of Sammy Higgins’ outstanding claims, and other issues, all while dealing with my profound grief. She quickly jumped in without any hesitation, and offered to help me so as to relieve some of my burden. Had it not been for Anne Wheitsel, and her kind and compassionate nature, I don’t know what I would have done. She saw that I needed help, and took charge, and made sure I receive the assistance I needed. She is a Godsend! Anne still helps me whenever I need help. I always know I can count on her, no matter what! She is always courteous and professional, and extremely knowledgeable. One of the best things I can say about Anne, is that she never rushes you off the phone, and makes you feel like you are just another policyholder who is taking up her time. She takes the needed time with you, to make sure your issue gets resolved, and you understand what is that is going on. Anne is always eager to try to help you resolve any problems you may be having, no matter what, and she always does it with grace. When I speak with Anne at Petplan, I am proud to say, I feel like I am her number ONE and ONLY customer! It is my sincere hope that Petplan knows what an asset they have in Anne Wheitsel! They are lucky to have someone of her caliber working on their behalf! Sincerely, Tina Morris Mommy to Sammy Higgins, Spunky Jo, Sadee Belle and Sofee Ana

    ...

  • author
    Gary Spirgel
    Nov 03, 2021
    Save your money

    Save your money. Despite spending $1200.00 per year for insurance, Petplan finds a way to deny submitted claims. Recently submitted multiple claims for an ailment documented by my vet as unrelated to any previous condition. Petplan decided the ailment was a pre-condition and denied the claim. Asked the supervisor Don to kindly speak with my vet for a clearer explanation…obnoxiously declined. Found plan to be obstructive and self serving.

    ...

  • author
    Caroline
    Nov 02, 2021
    It's a scam

    Looking at the grievances from Petplan customers it seems like a lot of us have experienced the exact same thing. Although I had a very good experience with Healthy Paws in the past, in this Covid economy I had to go with the cheapest rate when I was shopping around for an insurance for my new rescue dog so I chose Petplan. Their rate came out way cheaper than all the other companies. But it was a scam. They won't honor their rate after the first year. It is false advertising to lure prospective customers into signing up with them. After a year my premium jumped from $70 to $121 out of the blue. This company does not communicate the real cost of services at sign up, their initial rate doesn’t reflect Petplan price range at all. This lack of transparency continues when the real rate is about to kick in. I received a renewal letter via email, prior to the new policy period but it did not mention a price or an increase. There was no dollar amount whatsoever. It said that the details of the policy can be found on the portal, under "my policy documents." When I went on the portal there was no tab or link to "my policy documents" so I just moved on with my day. I have had pet insurance before and I knew that premiums only increase slightly every year so I was not worried. But later on I found out that they had withdrawn almost double the amount of the usual premium from my bank account. They should have honored last year's premium with a minor increase, just like all the other pet insurance companies do. My dog is still young, I signed her up for insurance as an investment for the future, for when she will be much older, as it is very difficult to find a decent coverage for senior dogs. It was purely an investment for her old days. All the money I paid for premium last year is wasted as I can’t continue working with an insurance that doubles its rate overnight. How much would be the premium by the time my dog turns 10? $600 a month?

    ...

  • author
    Jorge Benet
    Oct 30, 2021
    Is the worst insurance in the world.

    Is the worst insurance in the world. It is the worst insurance for pets. My dog ​​was born in March 2021 and when I took him to the vet and he had an ear infection and that was in August of the same year and he submitted the insurance payment, they denied me saying that there was no examination prior to that of at least 6 months. I had to have brought the puppy to the consultation before it was born. And for the second date they paid a little less than 40%. Really very bad that insurance. I do not recommend it to anyone. The worst that there are abusers and thieves

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  • author
    Vahlen
    Oct 21, 2021
    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.

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  • author
    Ken N.
    Oct 14, 2021
    55% increase in premium after one year

    After much research I chose PetPlan for pet insurance on our Lab puppy last October. The plan coverage was excellent and the premium was competitive. Now, one year later I just received the renewal with a 55% increase in the premium. I called to discuss why such a drastic increase and the rep basically said that is just what it is and if I wanted a lower premium they could offer a different plan with less coverage. I am writing this review to warn anyone considering PetPlan that they use bait and switch tactics to get you signed up then bury your new plan renewal in the app so you don't notice it until your plan is automatically renewed for a year. Poor business practice, PetPlan, you can do better than that!

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  • 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!

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  • 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!

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  • 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.

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  • 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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