Petplan Pet InsuranceReviews of gopetplan.com

I have been a customer for a long time. Their customer service used to be great. I have had a recent claim with horrible customer service experience. About 30 days after I submitted a claim I received an email fro Petplan indicating I had not responded to a request for additional information. I emailed them back immediately and told them I had not received a request for information and to please let me know what they needed. I also tried to call and after being on hold for about 20 minutes the call was answered by an “overflow” operator. She said someone would call me in 25-48 hours. More than 48 hours have passes and I have not received a callback. One of the automatic response emails I received from them indicated that cuatoner service is there 24/7. That is not true. I tried calling over the weekend and the recording indicated that their customer service was open only during the week and not 25 hours a day. This is very frustrating. Something has changed with the company. They used to be very easy to work with. Now I am not sure they have live people working there! I have an update. I finally got through to Pet Plan. Anne at Pet Plan was very helpful and apologetic. The problem I had has been resolved.

Needed to get a pre approval done before a major surgery for my puppy. Called and spoke to Joe Prater and the experience couldn't have been any smoother. Within 2-3 hrs from when we first spoke he had the answers I needed and set to get my pup the help she needs to live out a happy healthy life. Hopefully the final claim goes just as smooth but definitely dealing with Joe to make it happen. Thanks Joe!!

It’s difficult to know where to begin, as I’m incredibly angry and disappointed with PetPlan. I was just informed you’re denying my claims because they weren’t turned in within 90 days of service. I wasn’t even aware this is now a rule. Please be reminded this our second dog we’ve insured with them, and we took great comfort in knowing medical expenses wouldn’t be a worry for Otis (first dog with them). Consequently, he lived a long, high quality life. We didn’t rush to submit claims and often held them until a specific incident was completed. This also allowed us and our vet to deal with claims less frequently, which was helpful for our vet’s busy practice. Over the years, we’ve recommended pet insurance, and PetPlan in particular. When we adopted our current dog, Kaos,(recently) we didn’t hesitate to purchase a policy on our new puppy, not realizing how things had changed with PetPlan. We didn’t receive a welcome packet and were never notified about these important changes. When the pandemic began last year, we were working long hours to keep our businesses afloat and my wife had to accept another job for additional income. We didn’t realize we also needed to worry about our pet insurance claim deadlines. When I finally had time to work on our claims, initially I was pleased to see they could now be filed online. Because we moved, we had two vets to coordinate with on the claims. We were anxiously looking forward to getting these claims paid, as we’d been forced to uses a credit card for many expenses due to the pandemic’s effect on our income. After our initial submission, you requested additional information, requiring more time and coordination with our vets. Imagine my shock when claims were denied for being beyond 90 days old. It took some digging to find the 90-day rule buried within the policy. Why would you waste everyone’s time when you had no intention of paying these claims? I’ve been in the insurance and financial services industry for nearly 40 years and would never allow a client to purchase a policy or make an investment without fully explaining and knowing they understood the details of it. At this point, we’re extremely disappointed and angry with your decision, and would like to know your rationale for changing such an important facet of the policy without explaining to your policyholders. From our perspective, it appears you’re far more interested in collecting premiums than providing service to clients and covered care to animals. For those reasons, we can’t recommend PetPlan and will reassess our own pet insurance decision. Thank you.

I spoke with Daniel as my dog has been recently diagnosed with Addisons Disease. I needed information on how to proceed with a claim. Daniel was polite, congenial and very helpful on how to proceed. I now know the steps to take from this point: however, nothing to do with Daniel, but I think TWO YEARS of health history is a bit much (and I am sure her vet will think so, too.) Daniel gets five stars from me.

I don’t even know where to start. Joseph Prater the associate assisting me today was amazing. I have over the last couple weeks been struggling to sort out my claims for my cat Oreo as the processers have been getting the numbers incorrect. I called in and joe was so pleasant to speak to, so patient and sorted everything out so quickly for me. He has definitely taken a weight off my shoulders. It is so comforting to know that there are people in customer service like joe. Joe, thank you so much for your assistance! You have been the best!

I had a great experience with Angela today, she went above and beyond to help me figure out a recently declined claim. She followed up with me as promised.

Great unless you have to deal with customer service... Forget getting service. Terrible!! If your lucky you might get one out of several who actually does their job and provides customer service. But they give you an answer that doesn't help then disconnect you from the chat without being able to respond.

The assistance provided by Customer Service Rep Joe today was exceptional! Joe completely addressed my concerns and explained in easy to understand detail how the specific deductibles have been applied. Joe was friendly, polite, knowledgeable, and professional, and clearly sets the standard for excellence in Customer Service. So thank you to Joe and of course the entire PetPlan team. PetPlan has truly been a lifesaver helping to ease Zoeys pain and also quickly easing the financial burden associated with her recovery. Very grateful here for PetPlans support.