I've had this service for about 3 months. The technical issues are a nightmare. Right off the bat, we couldnt log in. Then we could switch over the email. Then they fixed the email issue, but the claims updates dont go to that email (which they cant change). I couldn't submit a claim because the app was down, then it wouldnt take the documents, then we couldn't upload the supporting documents asked for. Then the app disappeared, then if came back, but majority of it doesnt work. Its one thing after another.

I’ve reached out to customer service several times over the past few months the first time was a lady not very polite at all. I honestly was questioning keeping my plan. I most recently talked to Daniel Griffith who was exceptionally helpful! He was enjoyable to talk to and took the time to sort out the issues. His customer service was fantastic. Hopefully in the future there are more people like Daniel.

Absolutely horrendous business practices. I signed up for pet insurance to cover my dog in January of 2021. We NEVER got what was promised or advertised, despite spending hundreds of dollars on premiums every month. Their "simple" app - NEVER WORKED. You couldn't even sign in let alone make a claim. They had my dog's info wrong, my contact information wrong, and when they "tried to fix it" they set us up for two accounts and started to bill us TWICE every month for their own mistake.  We provided an entire pet medical history that showed a clean bill of health and made our first claim at the end of April. They declined coverage because they couldn't open the medical history document INSTEAD OF CONTACTING US TO REUPLOAD. When we re-provided the documentation, they changed the reason for declining us to " the pet has a history of this injury" although on the pet history it says "they RULED OUT any issues with the pet." Because the site and the app was down, we had no way of knowing the information was not updated. We had no knowledge of the double billing until we looked at our statements. I must've called into the tech support department 6-7 times and spoke with various people who said "we are aware of the issue and will try to fix it as soon as possible" letting months go by with no fix. DO NOT WASTE YOUR MONEY WITH PET PLAN. Very very poor customer service, seems extremely fraudulent, and they will take advantage of you. They are NOT on your side.

These guys are awful. Their coverage in practical terms covers nothing! You need to have $500 expenses per year, per dog, excluding regular appointments, neutering and only then they would cover your expenses. I have two dogs so it means spending $1,000 per year on top of any regular vet appointments for the insurance to kick in.

The app is barely functional and difficult to use. It took them 30 days to review my claim and ask for for 2 years of medical records that are irrelevant to the claim (emergency visit for cheatgrass removal). I'm told it will take another 30 days for them to get back to me. Their website says they review and approve in 14 days...I'm still waiting so don't hold your breath. As soon as I'm done with this claim I'm getting a new policy with a different company. Read the AppStore reviews, they are all terrible.

The app is barely functional and difficult to use. It took them 30 days to review my claim and ask for for 2 years of medical records that are irrelevant to the claim (emergency visit for cheatgrass removal). I'm told it will take another 30 days for them to get back to me. Their website says they review and approve in 14 days...I'm still waiting so don't hold your breath. As soon as I'm done with this claim I'm getting a new policy with a different company. Read the AppStore reviews, they are all terrible. My review was previously removed by PetPlan because they didn’t believe I had an actual experience with them. I didn’t received any follow up communication from PetPlan or attempt to resolve my issue. It has now been 6 weeks and my claim has still not been processed.

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.

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.

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.

Twice in three months they took payment out not on due date but two weeks early. This time I asked for it back. 3-5 business days. Not acceptable. They are fast for payments, snails pace for reimbursements. Their App is not functional!