Petplan Pet Insurance
Reviews and Complaints

My West Highland White Terrier, Mattie, was insured with PetPlan for many years. At age 2 1/2 she had surgery for luxating patellas and crashed. After several months of trying to figure out what was going on, she was diagnosed with an autoimmune disease that resulted in IBD and arthritis. We were so happy to have PetPlan to help us keep her healthy and happy. As she aged her issues necessitated a lot of medical care including physical therapy to keep her muscles from atrophying. PetPlan continued to be there to cover her many expenses. Prior to her 14 th birthday they let us down in a shocking change in coverage. The PetPlan policy we paid for had unlimited coverage, $100 dedicate per illness and 10% co-pay. In August, 2019, the new policy went into effect and limits coverage to $15, 000 per year, $750 per illness deductible and has a 30% co-pay. While the premiums went down significantly, it was in no way proportional to the drastic change in coverage. This from a company that told us that we could keep the coverage we purchased as long as we paid our premium. In a recent chat with this company as prospective client, they continued provide this same misinformation about coverage for aging pets.

My West Highland White Terrier, was insured with PetPlan for many years. At age 2 1/2 she had surgery for luxating patellas and crashed. After several months of trying to figure out what was going on, she was diagnosed with an autoimmune disease that resulted in IBD and arthritis. We were so happy to have PetPlan to help us keep her healthy and happy. As she aged her issues necessitated a lot of medical care including physical therapy to keep her muscles from atrophying. PetPlan continued to be there to cover her many expenses. Prior to her 14 th birthday they let us down in a shocking change in coverage. The PetPlan policy we paid for had unlimited coverage, $100 dedicate per illness and 10% co-pay. In August, 2019, the new policy went into effect and limits coverage to $15, 000 per year, $750 per illness deductible and has a 30% co-pay. While the premiums went down significantly, it was in no way proportional to the drastic change in coverage. They gave us no choice in what coverage we could purchase - it was this lousy coverage or nothing. I suppose they hoped we would walk away. This from a company that told us that we could keep the coverage we purchased as long as we paid our premium. In a recent chat with this company as prospective client, they continued to provide what appears to be deceptive information about coverage for aging pets. The following statements are from the chat:

Me:
So, I can keep the coverage I purchase throughout the life of my pet, regardless of any health issues or the amount of money PetPlan has had to pay out?

Pet Plan Response

Yes. Per our terms and conditions, the coverage can be changed but you would be notified before that occurred. It would be in a very rare circumstance, like a change of underwriter for example.

In the current situation, there was no change in underwriter. So, as when I purchased the policy they are still letting consumers believe that they will let you keep the policy you purchased for the life of the pet - except for "very rare" circumstances, which according to the chat would not include high claims.

You be the judge and jurying and decide if you want this company to protect your pet. Ask a lot of questions and force yourself to read through the policy. If you need a lawyer to read the policy I suggest you go elsewhere.

This is a follow up to my post about PetPlan. My dog died in August, shortly after the new policy terms became effective. After her death a customer service rep contacted me and told me that because of my concerns and others who were in similar situations that the company was reviewing their marketing policies. I was grateful that my horrible experience might result in some good. Earlier this week I started researching pet insurance for a possible new pet. While on PetPlans site I engaged in a chat and learned that they are continuing to provide what I believe is misleading information. I have extracted the following from the chat:

Me:
So, I can keep the coverage I purchase throughout the life of my pet, regardless of any health issues or the amount of money PetPlan has had to pay out?

Pet Plan Response

Yes. Per our terms and conditions, the coverage can be changed but you would be notified before that occurred. It would be in a very rare circumstance, like a change of underwriter for example.

In the current situation, there was no change in underwriter. So, as when I purchased the policy they are still letting consumers believe that they will let you keep the policy you purchased for the life of the pet - except for "very rare" circumstances, which according to the chat would not include high claims.

You be the judge and jurying and decide if you want this company to protect your pet. Ask a lot of questions and force yourself to read through the policy. If you need a lawyer to read the policy I suggest you go elsewhere.

petplan are just like politicians a complete joke an on the other hand as bad as drug dealers. well covered

I've had Pet Plan for eight years for by bully boy Otis. In 2008, yearly premium was about $400 year. Just got my renewal notice - $3000 for the year. Cancelling.

Sorry this is the link that works
www.petdogblog.com/embrace-pet-insurance-review/

Embrace is better they have a lot of positive reviews
petdogblog.com/embrace-pet-insurance-review/

Wow, has PetPlan changed. We've been with them for our three pets for several years. Within the last year, PetPlan went from paying reasonable claims in a timely manner to fighting and denying everything. Claims used to be processed in about a week. We now have claims that are nearly two months old that haven't been processed. When questioned, meaning you have to call them, it seems that somehow at the six-week mark, PetPlan decides they need more information. But they don't do anything about it. They don't bother to tell you. PetPlan doesn't bother to contact your vet, either. You have to follow up vigilantly and multiple times. PetPlan must make money that way by exhausting customers to give up on a claim or PetPlan counts on a certain percentage of customers to not follow up. In the last year, the records that our vet has to hassle to fax them get inexplicably but conveniently lost. Maybe part of it is gross incompetence, but whatever the reasons why PetPlan fails to do the one thing you pay them to do, it's really unacceptable.

We actually just experienced two phone representatives outright lying about why a claim was denied. It was easy to prove because they lied about what was on the vet's notes, which was to explain away why they were denying a very straightforward claim. So we got a copy of the vet's notes and armed with that, I called back again and asked why it was denied. The woman said that the vet's notes said it was the right paw, which was a separate issue (totally untrue). I had her read the vet's notes verbatim, alerting her that any omissions constitute fraud. And magically, the vet's note now read "left paw, " (which would be covered). Why telephone reps would lie for their underwriters is beyond me unless there's some nasty commission for "saving" the company money by denying legitimate claims. So, that's one for the State Insurance Board to investigate.

I believe pet insurance is crucial, as it prevents having to make terrible decisions based on whether you can afford a necessary or even life-saving procedure. But sadly, PetPlan is not a pet insurance company that can be trusted.

DONT DO IT! This company is a JOKE!

My vet had a pet plan brochure which I took.. The front of the brochure shouted "4 weeks free insurance" The fine print said only applies to new policies. NO problem as I will be a new customer.
I joined up on line Feb 2014. In April I noticed that they had taken a payment out every month- no month was FREE. When I spoke to someone on the [protected] number, I was told I should have let them know it was one month free when I joined! After much discussion I was told they wouldn't take May's payment.. I also let them know that I had received nothing in the mail yet so I had no policy/insurance certificate- nothing at all.-Nothing arrived. Ist July i sent an email to say I still hadn't received my paperwork and by now had forgotten which account they were taking the premiums from to check if the $44 for May had been waived - No reply! 7th July I phoned 10am- no answer. I phoned back at 4.20pm and waited over 10mins to speak to someone. I went over the situation and she asked if I had it in writing that May would be waived!- OMG. :Painful. I also told her I had no paperwork. She was useless so I asked to speak to the manager. I was put on hold 10mins until my patience wore out & I hung up. I then immediately sent another email explaining that I was trying to speak to someone and explained the situation- By now, I have lost all confidence in this company that cant fulfill simple commitments so the email also asked for full refund & cancellation or I will go to Office of Fair Trading-NO REPLY. I did however get sent an invoice with my policy number on it but no other comments or acknowledgement of my call or May's fee.. I have now called OFT who advised to call Insurance OMBUDSMAN. I called OMBUDSMAN who will help me and also suggested I inform ASIC but first said to call Petplan disputes department. I called the dept but no one ever answered. It would ring & then it seemed as if the receiver hung up the call. I will now be contacting ASIC. This company seems so unprofessional & now that I look at the number of complaints against them, I can se they have a very lax attitude toward customer retention. They will take your money- give bad service, dont care that you will tell everyone you know how bad they are & wont renew with them. Finding loyal customers is the hard part so it makes more sense to endeavor to retain the ones you have by keeping your word & offering GOOD customer service- Its not hard- Bloody idiots!

Absolutely agree! This company is terrible.
Does anyone know of a group lawsuit against this scam of a company?

I would recommend to everyone Who has purchased this scam-CANCEL NOW. Put your premiums in an account and I bet you'll have more in your account in a yr, then you'll ever get out of this company. This insurance is a huge scam and I'm embarrassed I ever purchased it!

My experience with insurance companies in general has taught me a few things. An attempt is made to engender loyalty by selling a service important to many policy owners. Once a new buyer has subscribed, the insurer is responsible only to the corporate principals and that fiduciary responsibility will never vary. Any service rendered to a subscriber is purely coincidental. That said, my experience with Pet Plan is on par with my experiences at any other insurance company. They will confuse charges, ignore attending veterinarian statements, laboratory results and biopsies, require endless and duplicate submissions of claims substantiation, etc. It is a game. It is legal and some very well-paid attorneys have seen to it that their employer is protected. Nonetheless, persistence will pay off. They will get tired of dealing with a claim using delays and "lack of documentation" as excuses. Do NOT let them wear you down. If they do, it amounts to you giving up an entitlement that you paid for. I speak from personal experience with Pet Plan. They might speak nicely to you on the phone but that does nothing to satisfy the contract that Pet Plan (or Blue Cross, Sentry, et al) has offered for sale. You must keep EVERY bit of documentation to fight the battle. You can bet the insurer does.