This company will decline to pay for your pet's medical bill if you do not make time for a video chat with one of their remote veterinarians prior to taking your dog to the emergency room. In real emergencies, like the one I had with my dog last week, this is often difficult due to not having the time to wait in the virtual lobby. My dog injested a toxic substance while out on a walk, and by the time we were home from the walk, she was suffering from severe ataxia (inability to balance / walk) and her heart rate was dangerously low. We rushed her to the nearest animal emergency room where she was triaged and hospitalized, at which point I contacted Pawp. We were told by the agent we chatted with that it was good we had taken her directly to the ER, and given forms to submit our claim. Days later (today), I get an email saying our claim has been denied because we didn't submit to the video chat with a vet. I tried to explain that it was a medical emergency, and asked if there was a phone number to call, but they do not offer phone customer service (a red flag for an insurance company - I assume they deny more claims than they accept and thus don't want a phone number available for folks to call in and complain about that). TL;DR: This company stole my money in the form of membership fees for a service they ultimately declined to provide. I do not recommend it. I ended up paying my vet bill in full out of pocket. I'm lucky I was able to do that, considering the pet insurance we purchased from Pawp was not set up for emergency use.

If I could give zero stars, I would. My dog stopped breathing while playing with our 6 month old puppy & tweaked a disk. The pain was so intense he lost his bowels while not breathing. I could not get a hold of Pawp online while on the phone with ER Vets. I was just denied my claim due to my hurt dog having an altercation with an aggresive animal....playing with my puppy & my older dog had intense disc pain. This company is awful & if I could tell everyone this, I would. And red flag - you can call customer service but you can speak to NO ONE about your claim - EVER!

This company is a complete sham. They have an arbitrary requirement to video call with their vet in the midst of an emergency. I had been communicating with their doctor all morning (and even attempted to video call her twice). I finally decided to take my dog to the emergency animal hospital after his face swelled and his breathing was shallow along with the vomiting and diarrhea I had already contacted her about. I communicated this with the vet and she was aware to the animal hospital. As I was the one driving, she wanted me to wait to video call with her until we were stopped (understandable). Once we arrived at the vet, she failed to respond when I told her that we had arrived, and before the doctors came out to get my puppy. Even though she was aware that we were headed to the emergency animal hospital and even though we tried to video call her twice in the same conversation, they still denied my claim based off of this arbitrary requirement. What a scam. I will be going through an arbitrator and/or filing this in magistrate court. This company is a joke.

I entered a claim in June,2022. My dog marble had to be put down June 12,2022. It is now August and I have no update on my claim. I no longer have a dog and you are still taking my money for insurance on a dog I no longer have, an no response on my claim with the vet bill that I submitted in June, 2022.

I wouldn’t even give them one star. Made a claim request to use the emergency fund when my dog had to go to the emergency vet due to throwing up blood. It was denied due to them needing a video call first. Two problems, 1. I’m deaf, how is that going to work out? And 2. I wasn’t going to wait for the vet technician to tell me to take my dog to the emergency vet, when I already knew that. Pawp is a complete scam and will use any excuse they can to get out of paying for vet bills. Hell, Chewy hooks me up with an actual vet, and they don’t charge for that service. Got rid of Pawp, will be looking for a a real pet insurance provider who actually follow through on their obligations.

this is about the payment method. on my regular account i got scammed and my bank closed the account temporarily. i tried to make my monthly payment which pawp says the accept prepaid cards but they wont accept mine because its not linked to an account number. so in other words i tried to fulfill my monthly dues and they refuse to accept it. very disappointed d frustrated because now ill they will cancel me .

If I was able to post negative stars I would. Some time back my cat was very ill when I came home from work. I called and they said it could wait until the next day. By morning he was extremely sick. I took off work and took him to the vet and the vet said there was nothing he could do and that he had to be put to sleep. The vet stated that had I brought him in the night before he would have had a chance.

Edit based on their reply: the policies state that the benefits are limited to one emergency event per year, as I quoted in my email. When someone is transferred from a small town hospital, to a big city, they are never discharged, they are transferred for continued care. Exactly what the case was with my dog. Had he gone to the emergency clinic originally, all of the funds would’ve been made available since my bill there was almost $4k, but since he was taken to the closest place possible, I’m left with the entire bill because Pawp makes up rules as they go.

They will deny your $3,000 emergency fund claim if you go to the vet before the video chat. It does not matter whether your pet is dying; they want you to do the video chat and not go to the vet or they will deny your claim. Their definition of "life threatening" emergency is so ambiguous that it is always subject to their discretion. They're always finding a way to deny you.

They my are the worse! Put in for an emergent request and was denied. Was told I didn’t have a video interview. I had a chat interview with one of their doctors. What is the difference? My dog couldn’t wait for a video interview he was diabetic ketoacidotic, liver enzymes were high as well as his pancreatic enzymes. Had diagnosis of pancreatitis. He crossed over 2 days after admission to the animal hospital. So tell me how this isn’t an emergency?!!! They take your money but done want to pay. Big joke! I wouldn’t recommend this company to anyone. They’re horrible!