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 they 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.
Tried to cancel this policy and took 3 phone calls to be put on hold every time was then tried to be
3 days which was long enough after trying to get through to there customer service it was a huge nightmare
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.
Great product so far
We have had no problem with refunds from this company. They have paid out our claims. We have two dogs insured over 2.5 years. Expensive but you get what you pay for. Respectful people on the phone. I had an issue where I was supposed to provide consultation notes. They said they had sent me a letter but we never got it. Sorted quickly and received our money quickly. So far so good.
Read the PDS really carefully!
They claim the waiting period is 30 days, and 6 months for cruciate ligament injury. I picked this policy because it was one of few with dental cover. Turns out there's a TWO YEAR waiting period on dental, and anything that happens during that two years will be classified as a pre-existing condition, which they don't mention when they're telling you about waiting periods. When I tried to cancel the policy, they just ignored the email I sent. I also continued to received 2-3 calls a day from their sales team trying to sell me the policy I had already bought. Nothing about this company makes me trust that they are competent.
I have my dog insured with prime pet insurance and my cat insured with Medibank insurance company. Both companies have the same underwriter but they claim to be 2 completely different companies. I have put a claim in to MEDIBANK for my cat for about $4500 but somehow TWICE now it has ended up with prime pet insurance and they keep hassling me asking for history for my dog who has never even been to the vet hospital I made the claim through for my cat. They also refuse to send the Medibank Insurance Form that I filled out with my cats details and posted to Medibank back through to Medibank insurance even though they use the same system! I would give a 0 review if I could. As soon as my policy year is up I will be cancelling.
Scammers. Do not go through this company
We just had a histeocytoma removed from our 5 year old hungarian vizsla. Thankfully it wasnt cancerous. We called previously to see if it was going to be covered. They said it would be covered up to 80% then after we payed almost 1300 dollars they send a letter saying we will receive no payment due to a pre-existing condition. She has never had any skin issues ever before this. Turns out when she was 5 months old she had a bump on her lip that we had checked out at the vet, nothing major just a check. It was probably due to a bug bite or something. And they have said she has pre-existing skin conditions and they will not cover it. So they have gone through her entire medical history to find something to void the claim. Although it has absolutely zero to do with a histeocytoma. They are a bunch of crooks and will look for any reason to not pay. So now we are 1300 dollars poorer and have since signed up to RSPCA pet insurance. The customer service is terrible. The indians that are in the call centre are very rude and have zero compassion and they do not try and resolve anything.
Yet another pet insurance scam.
Claims continuously denied, irrespective of insurance level. Common sense fails to prevail. No policy refund if cancelled prior to end of period. Be warned, this is yet another pet insurance scam. Same game, different name.
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