Unhappy customer. I have a one year old cocker spaniel that was limping and after being x-rayed and his vet conferenced with a surgeron, it was determined that it would be necessary to go in and explore the elbow to determine the exact problem. I chose to treat it with cosequin DS to see if this would help his condition other than having him go back under for the 3rd time in one year. He has responded well to treatment and has had not demonstrated any more limping or discomfort. I was told that in order for this claim to be finalized, it would require it to be finalized. This is where I am upset. I refuse to take my one year old cocker and put him under, have surgery only to determine that at this time he is ok to have this finalized. My concern is IF in the future this condition does worsen and does require additional testing, xrays, and maybe even surgery, will the claim again be denied because it is a pre-existing condition. The claim is for an amount under 100.00 but would be much much more if I were to have him put under and surgery performed to determine nothing is wrong at this time. Not a happy customer with this decision. I have submitted everything that was required as well as you contacted the vet on two different occasions in regards to this claim.

Do not go with this insurance for your pet! Waste of money. They will do anything not to cover a claim! They will say everything is genetic or pre-existing. They won’t even tell you if something is covered until AFTER you have it done, at which point they will tell you it’s genetic in the breed you have. Terrible!

very expensive and not very inclusive or responsive. the older your dog gets, the worse it becomes and there is no way out because other insurers won't touch them when they age.

The insurance claims are clunky and inconvenient; Insurance doesn't cover enough and is more expensive than other policies on the market.

I have found this not to be the kind of insurance l expected from the AKC. I have had issues from the get go. From taking forever to process a claim, to saying they "never" got faced, emails from my vets office to in the beginning filling several months worth of claims (aprox) $600+ getting back $84. Finding out that office visits aren't covered just the diagnose fee the are. How can you have diagnose without an office visit ?. Oh but l can have that covered by paying MORE FOR MY PLAN. Really! Try to read the policy. It would take a Philadelphia lawyer to understand half of it. I am paying extra for bigger things in case I have serious issues in the future. What l'm afraid of is that this company will find at that not crossed or an I that isn't dotted in order not to pay. I have brought forms in to my vet to be filed out, send them in and get a notice" can't process, not enough info". Seriously! My vet didn't have timed to write a full page essay with each claim. My vets front desk people have said more than once that they have more trouble getting claims done for their clients with this company compared to angry other insurance company. These needs to be major changes. On a passive side, I will say the customer service people are more than nice on the phone when I haven't been so much.Guess they are use to hearing frustrated customers.Would I recommend this insurance to anyone? Absolutely not.

So far only had to use the insurance during the trial period when puppy ate some glass, but I have had a paid policy for a year with no incidents. I like the policy and it should help a lot if I ever do have to use it. What I don't like is the online experience. Customers should be able to create a secure online account to manage the policy, payment, and claims. My schedule makes it hard for me to make calls during business hours, so I don't like that I either have to call a representative or send personal information through email to make any sort of change to my billing. Also it would be easier for me to make sure I have the coverage I want if I could look at quotes online rather than have a representative explain them over the phone, and if I were to file a claim I'd rather submit it through a secure online profile than through mail, email, or fax. That said I have had a good experience when I have had to contact customer service for billing/quote related matters, but it would have been a lot more convenient if I didn't have to call them in the first place.

Limited to no coverage. Don’t waste your money.

We have just had our renewal notice and having been loyal members with no claims for 3 years, our premiums have been increased by 108%. When I called for an explanation, I spoke to a gentlemen who was uninterested to say the least, and confirmed my suspicions that the company has had ALOT of people cancelling their policies of late.

Three words - Bad Faith Insurer

Terrible customer service from PetPlan - don't advise when claims are rejected. Then won't work with you to let you know what information is required around the claim to be processed. There are plenty of other pet insurance companies to choose from now.