From the very first day of insurance activation, they were having problems setting up my account because their system was blocking my credit card. Finally in 48 hours a supervisor was able to make it work and my policy was created. However, whatever they did messed up my account in their system and I was not able to use their app or their online portal to view, see details of, and submit claims electronically. I was told IT will fix my issue shortly. A week goes by and no one has contacted me or followed up, issue is still ongoing. After spending 30 minutes trying to get a hold of someone I am told IT is busy and cannot deal with my problem at this time because their priority is currently a system update/changes that Pet Plan is undergoing. Rude but ok. After numerous phone and email conversations weeks ahead, hours spent trying to get someone to fix my portal access so I don't have to be in a situation where I am stuck unable to easily submit a claim online...still no resolution, still they are focused on their system upgrades over my IT issue. A month later, no resolution is reached, nobody cares to follow up with me, my email by a supervisor Don Davis are being ignored. I decide to cancel my account (2 days after my 30 day window of cancellation). Despite everything they put me through they refuse to give me a full refund back and charge me for that first month for nothing. Don is extremely blunt and rude on the phone refusing to give me a full refund, when he knows everything Pet Plan has put me through that past month. Unacceptable, they are stealing my money, rude supervisor who does not care about their clients.

I was very unimpressed with this company. They have recently migrated to a new platform to host their site. I signed up online for a pet insurance plan for my puppy, after a day I still had not received a confirmation email etc. I called to follow-up and it turns out there was a glitch in the system so no plan was created for my puppy. However, when I checked my bank I had been charged over $100 American for a plan (I am based in Canada).

This company used to be great but I'm leaving them after 7 years. Their premiums have skyrocketed and they are converting everything to working with bots and not being able to speak to a real person. In the past two days, I have been on hold with them three times for 30 minutes. I have not been able to get through to customer service. It used to be quick and easy to speak with someone, now it's nearly impossible.

We have had PetPlan (Soon to be called Fetch) for our pups since 2009. It was recently (2019) purchased by a Private Equity Firm. And since then it appears the company has changed dramatically. On their google page, there are testimonials, corroborated by PetPlan, stating that coverage has been downgraded at renewal after large claims. Our experience had previously been quite positive and we are disappointed in the changes. Other companies are out there who do not do this.

DO NOT SIGN UP WITH PETPLAN. Petplan will increase your premium hugely every year! They have the lowest premium when you enter but then increases are massive. You will not be able to leave at that time due to pre-existing conditions. Petplan has increased my premium by 140% for my 3 year old dog. Massive increase - the premium has increased by $1,000 in this short time (2 renewals). I cannot even imagine how much my premium will increase during my dog's life time. I have been with other pet insurance companies out there and have NEVER had this experience. When I contacted Petplan and its ombudsman, I got stock answers stating that the increases are due to cost of treatment in my area, etc. Worthless responses. Read the other reviews here - Petplan is just entrapping customers and money grabbing. I am seriously considering contacting the regulators. Note that Petplan pays some review sites. Those sites will hide the true reviews and show only the positive ones. Read the true reviews and avoid Petplan. Avoid. Avoid. Avoid Petplan. I can't say it enough.

First off, I have had Petplan insurance on my pets for over 8 years.

Do not pick this company. I need to start this off by saying I AM A VETERINARIAN ASSISTANT and SEND YOUR CLAIMS TO THEM DIRECTLY FROM THE CLINIC. This pet plan insurance claims it’s the most comprehensive one out there. They are not. They also claim that they will cover preexisting CURABLE issues (one would think that means ANYTHING that was preexisting but curable with some type of treatment) WRONG. Only for allergies, they specifically told me that to my face when I went to them reading them their VERY OWN TERMS AND CONDITIONS stating they cover curable ailments. They are ALWAYS making clients ask us at the clinic the change the way the doctors have wrote out what the issue with the pet, to then make them wait an extremely long time to ask for MORE DOCUMENTS!!!! Then wait again to only ever be declined. I have worked for many insurance companies having working at an animal hospital and never (I mean EVER) have we had so much issues with an insurance plan like we have with Petplan. I also used to be with Petplan before I got my position and now have discounted services so it’s no longer needed. And when I was I need to have some teeth removed on my cat and they declined the service because the emergency visit was within the first month of getting coverage?? Even though they had all his record and everything lined up perfectly, it’s unbelievable the amounts of lies this company is making and getting away with. THEN ALSO when I finally said enough is enough and cancelled my coverage was when I moved closer to my job (the animal hospital), my other cat started to experience some anxiety disorder issues to which they made me wait a MONTH AND A HALF(they advertise on their website and app that you get paid back within two weeks people.) only to then ASK ME FOR MORE DOCUMENTS (I had sent them EVERY SINGLE NOTE.. and I’m the one who faxed it so I know it got there) only for them to DECLINE MY CLAIM!! This company is a full scam and I honestly don’t know if I have come across a single client who has said good things about it. When people ask me about insurance at the clinic I recommend ANYONE else but them.

We’ve been with PetPlan for almost 13 years. At first it was a great company. They had good rates, quick responses, prompt claims services and a great website.

This is my first time to have to make a claim and so far it has been a terrible and frustrating experience. Firstly whilst there appear to be staff to sell you a policy via phone and a very short wait time, to make claim and actually speak to someone there are 30 minute wait times with calls passed to an 'overflow agency' if not answered and dropped or cut off by staff if you are willing to wait to speak to someone.

Beware of their claim submission process!