Does not pay full claims with no explanation why
I have made several claims with PetPlan where they will not pay the full claims and they offer no explanation why. Emails to their customer service and complaints departments are ignored and only resolved when I get the ombudsman involved. Very incompetent company you should avoid. Definitely not worth the premium you pay to be with PetPlan.
Giving credit where it’s due...
Both of my dogs (Labradors 8 & 9) have been insured with PetPlan all their lives. Yes, I was annoyed when the premiums almost tripled overnight a few years ago - and yes, they do rise each year, and it is quite expensive now.
However, PetPlan have paid out literally thousands, and thousands of dollars in claims for both of mine - I have never had any problems whatsoever claiming. Granted, sometimes the process can be a little slow, but it is much easier now that you can email your claim in and get your reimbursement straight to your bank account.
In the last 6 month, one of my dogs has had both cruciate ligaments rupture - the operations were close on $4k each, plus another operation on her front paw, which was approx $1500. PetPlan covered everything (almost $10k !), except the $150 excess on each operation. The most recent cruciate ligament surgery was 11/02, I lodged my claim 12/02, received notification that it was being processed on 14/02 - and had an email this morning (15/02) that the claim was approved and payment to my bank account has been made.
I don’t know if I am just “lucky”, but PetPlan has been very good to me (and my dogs !) over the years. I am also meticulous with the paperwork that I submit to them with my claims - whilst it can be an arduous task, it definitely works in my favour to do so.
I just wanted to put a “positive” in here amongst all the negatives. Thanks for reading :)
Most expensive, least cover, no communicatio
We have been with Petplan for nine years and on the ninth (when it is hard to change to any other for our dog)our premiums went up by about 40%. Sure other policies go up at that age too, but Petplan is one of the most expensive. Further, if you compare with others Petplan is the one of the only to have excesses, we have a $120 excess for each condition, which makes it more like an emergency or accident cover (since vet visits need to be more expensive before you meet the excess threshold). Moreover, you never get any real explanation as to why something was or wasn't paid out; there is no clarity around these calculations enabling you to check they are correct and communication on this when requests are made are unsatisfactory, and you have to fill in cumbersome and poorly designed forms for each condition which are so time consuming our vet charges to fill these out. If you have a choice definitely go elsewhere and don't end up stuck like we are. I was horrified to read below they don't cover eurhanasia- I hope that is not correct- these people definitely need to be looked at more closely by regulators.
Read reviews before you commit!!
This is the only insurer at my vet that will not process online and therefore you go into a roundabout of paperwork, emails and phone calls.....and then wait and wait. Apparently they are sort staffed!!! not my problem.
When I called to enquire about cancelling my policy I ask were they interested as to why? Person on phone not sure who to refer to as they only do claims! I suggested CUSTOMER SERVICE DEPARTMENT ???? but person on phone still had no idea where to divert call too...…. I give up......I'm out of here!!
bad service and very slow to pay a claim
put a claim in 5 weeks ago, after 3 phone calls and them going back to the vet 3 times still no pay out
excuse was because we haven't claimed in 3 years they have to follow up with the vet again. oh and they are busy !!!!!!!!!
staff nice , but Im sure they read form a script and do nothing.
worst insurance service ever
Terrible communication and customer service
I have been with this company for 6 years. If I could, I would cancel my policy but my dog is now 14 years old.
Extremely poor communication from Petplan and extraordinarily bad access to them via phone for any queries as a customer.
Today (Friday), I waited 1 hour and 5 mins to speak with someone as I do not trust their call back service. That person said that they only had one person answering the the phone today!!!
My concern with their refusal of part of claim even though they have been paying for this drug for 2 years was unable to be addressed until Monday due to a lack of staff.
No information is ever provided as to why claim refusals are made unless you contact them directly.
For the last 3 claims I have made, the dollar amount of the claim added up by the Vet and I has never been concurred by Petplan and each time you need to call and ask them to add it up again. Every time, the calculation made by the Vet and I has been correct!
Don't bother - set up an account and pay money into it monthly and you'll end up far better off and with less stress!
Terrible terrible terrible
Have tried to contact this company on numerous occasions for simple requests for information (ie. didn’t receive policy documents when first started, ask if a particular claim is covered, ask if my claim form had been received) and end up waiting for at least half an hour to talk to anyone every single time. Tried using the voice mail system once only to receive a recorded message saying the mailbox is full and the call cut out. Tried to make a complaint after the most recent contact and was told to send an email with my complaint. After spending 30mins waiting for someone to tell me you haven’t received my form I am not about to waste more of my time by going to write to you to tell you how terrible your service is. I will be cancelling my policy and taking my business elsewhere. Sort out your customer service pet plan.
Never had such trouble with insurance
I have had my dog insured for his entire life...6 years with Petplan and never attempted a claim until 4 months ago. They have taken over $7000 dollars from me in this time. My dog is extremely healthy thus the lack of any claims. So now they are putting me through hoops to avoid paying out because my dog ate a bait one day accidently knocked out of a high cupboard ( not by me). He is fine by the way. He ONCE went to a vet in the country for a bee sting. Supposedly I waited 2 months for that vet to submit the appropriate paperwork. They say he was uninsured when he was a baby puppy for a couple of weeks....excuse me! My breeder recommended this company they used to be good. Things have changed dramatically. You cannot phone them then their message service cuts you off. Today I had a conversation with reception at their info email contact. She phoned claims to say there were no outstanding claims to pay. I think I will pass out with exhaustion. I would avoid this company at all costs. They are very expensive and offer non existent customer service...and thats according to a vets opinion also. I expect I will not be compensated...they will find another hoop and then hope I go away. Shame Petplan. You need to do better. ..hopefully this gets your attention.
No matter what we try whether it is phone calls or emails we can never get through to someone. We have issues with a claim and it took 2 months to even get a response and then when we want to challenge the decision we cant speak to anyone. They ignore our emails and their phone number always rings out or goes to voice mail which they never reply to.
Lifetime exclusions snuck in on renewal.
I have been a multi policy for approximately 4 years. I have had 2 claims on one of my equine policies. One was for lacerations on the horses leg, the second claim was in 2017 for Colic. These claims were honoured by the company. My dis -satisfaction comes from my latest renewal which has had a lifetime exclusion for Colic sneakily added in. (Fortunately I noticed this). On contacting Petplan to ask why, I was informed that they will only pay for a condition, within 12 months of the condition first occurring. So because the horse had Colic once in 2017, he can never be covered for a Colic event again.....even though any new bout of Colic would be totally unrelated to the 2017 event.
Stand alone bouts of Colic are acute conditions...it is not a chronic illness. If he were to experience another stomach upset it should be considered as a new condition....this is not the case. When I asked if he would be covered if he cut his leg again, (even though it would be unrelated to his previous injury,) would that get dismissed too because he’d already had a similar claim, the response was “ we would consider the claim and then make decisions”
It appears that Petplan are one hit wonders when it comes to pay outs.
Coupled with the massive premium increase 12 months ago, they have lost me.
If You Care for Your Pet Do Not Use Petplan
Be careful anyone thinking about going with Petplan.
Across an 8 year period every time my cat was sick they increased the excess and the premiums in the end to nearly double the premium and only 50% paid out on a claim due to additional excesses.
Additionally it's important to note that even with the top cover they don't cover euthanasia.
It's not cheap euthanasia is $900 and I'm really not sure how your meant to manage a loving pet that is dying in pain if you don't have $900 to provide them with a pain free death that they deserve having given love their whole lives.
Euthanasia is not an easy decision to make and I can assure you a vet will not recommend it unless it’s absolutely necessary, to not cover it is inhumane.
Petplan however require you to take your pet home and have it die in pain in the house, seriously there is no other alternative if you don’t have $900.
Additionally the longer you are with them the less you get back on your claim.
God help you if you make a claim, your premiums and additional excesses are so high to the point that it is absolutely not worth it.
I recently paid out $3000 which included euthanasia for my cat I was paid back $1495 and I was on their very top pet cover plan.
Additionally I was told it would take 10 days to process and be prepared for an additional 5 days to receive the paperwork in the mail.
To top it all off, they sent me a bereavement postcard and GOT MY Name Wrong!!
Talk about adding insult to injury!
I sent the claim on the 13th December by registered, overnight express post.
It took them 5 days to acknowledge receipt and another 17 days to inform me what they were giving me back(less than 50% and as of today the payment is still not in the bank.
After 8 years with Petplan I leave them feeling nothing but vile disgust for the company.
$800 claim they paid $28
Absolutely disgusting, I made a claim for my pet who had been insured for 3 years, she had a simple procedure but they won't pay the consultation, anaesthesia, medication or the follow up tests relating to that claim. So what exactly is the insurance for? I've wasted three years of premiums on this company.
We've got 2 pedigree cats and have been with Petplan for about 2.5 years now. We discovered our 2nd catl had a heart murmur when he was about 5 months old. Claim submitted to PetPlan and they came back to me with one question - has he been to any other vets since we have had him. Once answered, they paid out immediately excluding the excess. He now has to have annual checkups including ultrasounds which are very expensive. PetPlan pays out immediately, they answer emails quickly and as we had the excess on the original claim, we have never had to pay another excess for this condition. And, the pay out 100% of the claim for what is covered. Most insurance companies we looked at only pay out 80%. I cannot fault PetPlan, for us the experience has been fantastic.
Never use this company
I have been with Petplan for 7 years and have never made a claim on behalf of my healthy 10 year old border collie. I was completely upfront when taking out the policy and told them Billie had a skin allergy. They excluded any conditions relating to skin disorders for 2 years but promised a review after that date. They never did, and skin disorders are still excluded from my policy. But here's the kicker. The policy started modestly at $564 pa, but in the last three years, premiums have increased at 25% annually. My my recent increase (Billie turns 10 in February 2019) was from $1188 to $1484 annually. That's right folks, more than most private health insurance for humans. And maximum coverage? $14,000 less 20%, plus I pay the first $150.
My advice.....unless you know your dog is going to doggie heaven before he or she reaches the age of 7, DO NOT USE THIS COMPANY
Every year the cost of the policy has gone up by a large amount, the lastest one went up by $467.00, this is not a typo and they pay substantially less on claims. Coincidentally my pet is now 9 years old and no other pet insurer that will take on my pet because the age of my small breed dog is considered geriatric. I have since found out that it was no coincidence the premium increased substantially each year as claims were made because now my pet has ongoing medical conditions even if my pet was younger than 9yo no other pet insurer would touch her either. So now Petplan can apparently do and charge whatever they like, which means charging more to insure my pet than I do for my house and contents.
Will NOT choose PetPlan for pet insurance again.
I have been with PetPlan for many years. I made a claim in September. No contact from them. I emailed them in October upon the death of my beloved pet. No contact from them. I left numerous voicemails. No contact from them. I have since sent my final email to them and may need to proceed to the Ombudsman. I have spent thousands of dollars caring for my pet and paying this insurance to ensure my pet is covered in case of an emergency. This is the way people who do 'the right thing' are treated. Appalling. I have two more claims to make through them. Avoid. One star rating is too much.
Keep away!!! Huge premium increases year after year!
I've been with Petplan for 6 years, with 2 dogs. My premium increased 40% this year, despite no claims. Same thing happens every year. It's a rip off! They know that you're tied to them because if you've ever made a claim, that condition will be automatically excluded by any other insurer. Therefore, it's really hard to change insurance companies, because the new policy won't cover you for your existing conditions (which is what you're most likely to need to claim for in the future). Petplan knows that and they jack up their premiums to make more money off you. Every year I ring them and they give the same rubbish excuse that the underwriter reviews the premiums every year. These sorts of increases don't happen in other insurance industries.
Petplan get horrible reviews for a good reason. Shop around very carefully before getting pet cover.
Worst service EVER!!! Do not use this company.
I have had 8 years on top cover. My dog passed away in a road accident and she was insured for accidental death. They have ignored my claim for months. Refused it and closed the claim without telling me. Then at my request they reopen the claim and say I can't get my money because she doesn't have a purchase receipt (from 9 years ago!!) Now they say they will only pay market value for her (as a 9 year old - who keeps that?!) but they want a pedigree certificate first which I don't have because she wasn't a pedigree. - they didn't ask for a pedigree cert when they took my money for 8 years.
Completely useless and completely unresponsive. Left messages and wrote emails. Please don't use this company and spread the word.
Happy to take your money but no communication when claim made - Appalling service
I have been with PetPlan for 8 years. Submitted a claim mid October 2018 and heard nothing from PetPlan. Had to follow up on status of claim and have made three calls now and each time I have had the same answer "its being reviewed because its over the value that they can approve" and they will get back to me at the end of the day with and email (and this has not happened on every occasion they promised to do so). When I ask to speak with someone who can provide me with more details, it appears they I cannot. Do Management / Supervisors not have phones? The Management of PetPlan are cowards and should not handicap their forward facing customer service representative but not equipping them with information to assist customers. Internal procedures need to be reviewed and those who are in charge of decisions need to be accountable and speak to the paying customers they rely on to keep their business going. Best bit of this was I was advised that even though the paperwork submitted by the Vet stated that we had to euthanize our dog, I would still need to email them and advise that the policy needed to be cancelled or they would still take payment. What the?
Terrible pet insurance company!!
My insurance premiums went up by 333% with a multitude of exclusions in the 6 years that I was with Petplan despite having never made a claim. Also Petplan put an exclusion on my policy when I took out the policy 6 years ago which I proved was not justified so they removed it only to keep putting it back on the policy every year.
I sent a letter of complaint to them by registered post which was signed for but like all communications with them over the past 6 years they didn't respond to me so I cancelled the policy.
As a veterinary nurse I used to recommend them to pet owners but I won't be doing this anymore. My only regret was I didn't cancel the policy years ago!
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