Think Twice Before Joining Prime Pet Insurance
I have two dogs and have been with Prime Pet Insurance since 1 Dec 2017. Two weeks ago, both of them had their teeth checked and the vet said both had gingivitis so had to have their teeth cleaned. One had a lose tooth and had to have an extraction. I receive letters from Prime Pet Insurance last week denying my claims. How can needing to have a tooth extraction not be a legitimate reason for making a claim? So I just called them. Of course when I went through after keying in all of my information the call dropped out. So I called back but...purposely going through to new claims and I got through straight away. So apparently It is a two year waiting period before I am allowed to claim on any dental for my pets. How absolutely convenient for them.
Bad faith. Squirm out of claims. Do not use.
I spent a day and half reviewing pet insurance before concluding that prime offered the most comprehensive cover. I had not heard of the brand but wanted the best coverage for my new little furry friend. I wanted to know he'd have what he needed in case he got sick or injured. Well after diligently paying the premiums for 3 months I had my first claim. My cat got sick with diarrhoea and all done I ended up with $500 of bills. The policy was supposed to cover 80% of the costs. After the claim was assessed I received $0 reimbursement. They squirm...ed out of paying by claiming it was cat flu as a corona virus showed up in his diagnostic PCR for diarrhoea (which is not necessarily a pathological finding). It just so happens I have a PhD in microbiology and this is a load of bunkum. There was no reasoning with the indifferent people on the other end of the phone in a foreign land. DO NOT USE THIS COMPANY. You have no assurance they will have your back if something goes wrong with your companion animal.
My blind epileptic dog
I have had Prime insurance since I got my puppy 4 yrs ago. 2.5 yrs ago my dog went blind and started having seizures, we took Reggie to all sorts of specialists that cost fortunes and he has had ongoing tablets now up to this date to manage his seizures. Prime have been fantastic helping us with vet bills and ongoing prescriptions. Thank you so much for being effortless to deal with and getting our money back from the vet bills.
I have had my dog insured for years with prime. I experienced a workplace accident in 2017 and have still not returned to work (now mid 2019) due to the accident. I constantly experience financial hardship however for 3 months after this occurred I could not keep up with insurance payments. But continued after those three months. Now it's come time to claim something in 2019 after years and years of payments. The issue was first noted in the period of cover pre the 3 months hardship in 2017. So I am not covered. I was paying them premiums when ...the issue was noted. They (unlike other insurance companies) don't care about hardship. My personal health insurance was on hardship for 9 months. Prime? Don't care about their customers or the pets they allegedly cover. It's a SCAM.
Cost of insurance
I have had one dog with prime for 3.5 years over $75 a month - pretty bloody high cost. I want to insure my new pup and they want so much more than the older dog. They have refused to negotiate a more reasonable quote. They are going to lose 14 - 16 years of business just for the $5 I wanted to negotiate - plus all the people that ask me about my experience with the company! And I have a lot of people who ask me about who I insure with
An issue free claim
I bought a Prime Pet insurance policy for my puppy over 4 months ago. I did not do much research but from what I read on the Prime Pet Insurance Policy website it sounded pretty good. I got the top cover which is not cheap but I wanted a peace of mind. Last week my puppy had an unfortunate incident of swallowing a foreign object and had to undergo an emergency surgery which ended up being over $3,600. I lodged the claim and got the refund within a few days. No questions asked. Whilst I was waiting for the refund I found these reviews and was expecting issues but contrary to the majority of reviews my experience with Prime Pet Insurance has been positive so far.
Don't do it.
Don't waste your time with these people, they don't pay anything out ever and they will lie to you in order to get you to sign up. They money we've given to them so far could have easily paid Fletcher's vet bill, it's not worth the money at all.
After angrily attempting to cancel my policy I was put in contact with an excellent customer service member and she listened and resolved my claim. I have since been paid which I am grateful for.
Thieves. Do not use this company
Customer for 18 months with no claims. Lodged 4 standard vet visit claims and all rejected. Tried to cancel policy and usual strategy applied of disconnecting me twice, transferred me to department who said they couldn’t help, offered 2 day callback until I mentioned ombudsman then miraculously a supervisor got on the line and canceled policy. What an abject disgrace of a company.
Sub-Prime Pet Insurance - AVOID
We have been with Prime Pet Insurance for 10 months now. I am extremely disappointed with their service and selectivity of their claims. They will deny perfectly legitimate claims with the very trivial excuses. Their level of coverage is abysmal, and customer service is even worst.
My dog had a legitimate accidental injury which required stitches. This claim was denied, leaving us out of pocket by $500.
Please take this from me, avoid this company. They take your money and rob you blind.
Prime Pet Insurance, I am looking into reporting your business practices to the Australian Consumer Protection.
I have been with prime for 2 months before canceling the policy with them due to other bad reviews and now having issues with them taking money! I cancelled over a week ago due to them repeatedly failing to take payments then blaming me even though I had more than enough money in my account! After cancelling i confirmed that they wouldn't try to take anymore payments they say yes no more payments, 10mins later I got a text to say they would take it next week so rang back to tell them no they wouldnt be and they said it was and error message the...y wouldnt take the payment then today they have taken another payment!!! After screaming down the phone for a good 20 minutes they were useless couldnt help and told me to call back to speak to a manager tomorrow and they might be able to get the payments stopped! You cant take payments when I've cancelled my policy! Bunch of idiots and con artists! Do not go with this company!!! All they want is your money and dont care about your pets!!!
Standard shameful insurance
2 years with the company, found out that i'd signed up to a 2 year waiting period for the extra dental cover we purchased on top of the top policy... over 23 months into the policy we made our first claim for some emergency dental work which due to this pretty despicable waiting period they won't contribute to. I don't know why I even bother with insurance, it's never a good experience, they're happy to collect your hard earned cash every month but always have a term in their policies to get them out of paying claims. I may just move to another provider out of principle, I know it was my fault for not noticing the 24 month wait period, but some lenience due to it being our only claim and 23+ months into the policy would have been nice.
They rob you blind
This company reimburses minimal conditions. Refused to pay for my dogs second ACL surgery because they were within the same year of each other..... any reputable pet company would know that dogs with ACL injuries are likely to do both knees within a year of each other. Very shady company... avoid at all costs
I am trying to cancel my policy and they tell me that I have to wait for a call-back in 1-2 days.
4 months, no claims made. very expensive so expected better service. How dare they not cancel my policy when I instruct them! After verifying all me details they leaving me waiting on the phone for 15 minutes to tell me that? I am glad that I will never have to make claim with them.
Poor customer service and will do everything they can to avoid paying claims - read the fine print
One of the more expensive options on the market. The first experience of calling their customer service team was terrible.
After our pet had an accident they refused to pay the claim saying that the accident resulted in an illness and illness wasn't covered. If you broke your fingers that would be an accidental injury and not an illness. After 20 mins of going back and forth on the phone I was so frustrated.
Based on this experience I would suggest reading the cover documents carefully and only taking out this cover if you want very basic coverage at a VERY high price. There are better options out there.
I organized top cover with prime in preparation for the arrival of our puppy whose breed does have a history of health problems - so I thought I was preparing for this. Waste of time and money. Communication is terrible, especially with following up on claims. Found the loop hole they were looking for and will not cover our claim. So upset that I’ve wasted so much money on top pet insurance to have none of our expenses covered. Definitely do not recommend prime pet insurance and will be cancelling my policy first thing tomorrow
Lodge claim and still waiting on refund
Prime pet insurance dont care about your pets. All they care about if getting your money and not giving back. I have been with prime pet insurance for a few years now. I am really thinking of cancelling and just put the fortnightly money in a saving account
Bad Policy Management and Communication
My policy was paid via direct debit for almost 4 years. When the direct debit lapsed (as I had to set a timeframe on the duration), I was never notified and they cancelled my policy which means that any vet bills I had paid for during the time period (in which the cover was paid) will not be reimbursed. Very bad communication. Any other company would notify their customers that a payment was missed or a direct debit was not successful. Plus their online claim system was only recently implemented. Previously, claiming any vet bills was by post and a waste of time.
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|Category||Pet Insurance||Pet Insurance||Pet Insurance|
|Contact Number||1300 070 753||1300 070 753||1300 070 753|
|Address||58 Norwest Boulevard, Baulkham Hills NSW 2153, Australia||58 Norwest Boulevard, Baulkham Hills NSW 2153, Australia||58 Norwest Boulevard, Baulkham Hills NSW 2153, Australia|
|Annual Benefit Limit||$14,000||$14,000||$10,000|
|Amount of Vet Bill Covered||Up to 85%||Up to 80%||Up to 80%|
|Minimum Pet Age||8 weeks||8 weeks||8 weeks|
|Accidental Injury Cover||Included||Included||Included|
|Illness Cover||Included||Included||Not Included|
|Routine Care Cover||Optional Extra||Not Included||Not Included|
|Tick Paralysis||$1,200||$1,000||Not Included|
|Emergency Boarding Fees||$1,000 (you must be the sole carer and hospitalised for 5 or more consecutive days)||$1,000 (you must be the sole carer and hospitalised for 5 or more consecutive days)||$500 (you must be the sole carer and hospitalised for 5 or more consecutive days)|
|Lifetime Cover||Not Included||Not Included||Included|
|Cooling Off Period||30 Days||30 Days||30 Days|
|Cruciate Ligament Conditions||$2,600 (6 month waiting period. Can be waived.)||$2,600 (6 month waiting period. Can be waived.)||$2,600 (6 month waiting period. Can be waived.)|
|Waiting Period for Illness||30 Days||30 Days||Not Applicable|
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