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- 1-2 months
Please note that Petcover has previously been known as Petplan. All reviews for both trading names can be found on this page.
The worst Pet Insurance company - The worst experience m- The worst claims process - Ever decreasing cover – I am in shock. I have been made to feel so stupid and so ripped off, especially when I read all these terrible reviews about the same thing. My lovely Staffy Charlie is like my support dog hes been there for me through a lot with Lymes Disease put up with little exercise and just sat with me always with a loving smile and a lick. I paid for insurance as I could not work much and needed the peace of mind, I also had Pet-Plan in England for 11 years without a claim. I paid for Charlie for 7 years roughly so that's 18 years of paying insurance to pet-plan.
I was aware of the increased age discrimination only allowing a 35% payout and the $150 excess, but I had NOT noticed the $10,000 cap. When on earth did that creep in? They change the rules as they go along to suit them, and you are trapped into an ever-increasing policy once your dog is too old to be moved to another. Or when the competition is gone, they hike up the rates and lower the proportion paid. Should the length of payments not be explored here? It's outrageous the control they have at changing things after your agreement. The claim experience was terrible and there was no one to speak to. The vet specialists were apologizing to me for my experience when it was not their fault, but I had to make a decision about treatment before the insurance confirmed what I am covered for.
So instead of about $7500 contribution I had to pay $15,400 - Thanks for nothing PetPlan! DO NOT USE THIS INSURANCE BETTER TO SAVE THE FUNDS INSTEAD
I am taking this further. I am a Credit advisor with my own credit license.
- Claim Made: Yes
- Number of Pets: 1 pets
- Pet Type(s) Insured: Dog
- Claim Resolution Time: 1-2 months
- Claim Date: October 2024
- Claim Approved: Yes
Why did you never return my calls or emails asking for help if your at all concerned? Why did you change my policy to include a $10,000 cap when I clearly didn't understand that. I never had a $10,000 cap previously only when I requested you to review my cover and reduce the premium a bit you offered a ridiculous cover that I declined. I cannot remember agreeing to a $10,000 cap and no emails explain this only the small print attachments that no one reads. Your absolutely outrageous pretending you care how ridiculous, will see what the Insurance Ombudsman has to say. The policy is cancelled all reading this as I would not be covered for anything and paying $188/month.
They dont cover ear or eye infection for exotic pets – I started my pet insurance for my pet rabbit in late December 2023. I was hoping that I could claim on my vet bills for his eye infection and ongoing ear infection. To my shock they do not cover for pre-existing medical conditions, vet bills prior to taking out pet insurance on x date, do not cover eye infection, ear infection, desexing surgery, general health check and vaccination. I am currently dealing with ongoing vet bills for my pet rabbit expecting x-rays next month (vet bill expected $780!) and I have already been told that I will not get any claims successfully accepted for his ear infection which is ongoing and continuous. I'm already stressed out of my mind and cannot claim any of his current vet bills and get the funds reimbursed to me. I'm struggling enough and I was hoping Pet Cover Group insurance for my pet rabbit would reduce the stress of his vet bills - but its just dont the opposite. Its pointless and i pay $21.90 a month auto-debit and cannot claim for anything other than injuries and illness. The sheer fact I cannot claim for legitimate vet bills is stupid and frustrating. Pet Cover Group is a terrible pet insurance and I do not recommend them!
- Claim Made: Yes
- Number of Pets: 1 pets
- Pet Type(s) Insured: Other
- Claim Resolution Time: <1 week
- Claim Date: January 2024
- Claim Approved: No
Good but you need to be patient – Hell, my claim was sent in, assessed, and approved. You do need to be a bit patient as they seem to be a little short staffed, like many places I have seen of late. They are very nice folks, do get back and no issues.
- Claim Made: Yes
- Pet Type(s) Insured: Dog
- Claim Date: November 2023
- Claim Approved: No
Hi Michael, thank you for your positive review and feedback. We're glad to hear that you are happy with our service.
Treatment overlapped renewal date. Have to pay excess twice? – Treatment for an infected ear took 4 weeks. This happened to fall across the renewal date, which apparently means you have to pay the excess again. Questions on the email? Minimum 2 week reply time, and never actually answer the question asked. Hold times on the phone? More than 30 mins hold time - never did manage to speak to anyone.
- Claim Made: Yes
Good morning Pil, we're sorry to hear of your recent experience. We have sent you a message, if you can please reply to that with contact details, we can get someone to get in touch. Kind Regards. Petcover team
Extra Information
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We are deeply sorry to hear about your experience and the distress this situation has caused for you and Charlie. We know how much Charlie means to you and the important role he plays in your life.
We’d like to provide some clarification regarding your policy. Petplan in the UK is a completely different company and we have no affiliation with them other then our name which changed the Petcover about 5 years ago. For mid-point policies such as yours, the maximum benefits and applicable excesses are clearly detailed in the Product Disclosure Statement (PDS) and itemised on your Certificate of Insurance (COI) provided at the time of purchase and renewal. Additionally, we acknowledge your mention of the age loading; this is a 35% reduction for older pets, meaning 65% of approved claims are still covered.
We’re sorry to hear about the difficulties you experienced during the claims process. It’s never our intention for a customer to feel unsupported, especially during such a stressful time. Regards The Petcover Team