The whole process is so incredibly subjective and they will do ANYTHING not to pay. It would be much more beneficial for owners to deposit $25 a month into a separate bank account as a pet emergency fund. I know people say that about pet insurance all of the time, but Pawp, being as limiting as they are, is ABSOLUTELY not worth $25 a month.

When I first used Pawp last December 2021, they were amazing! Absolutely fantastic service, I felt cared for, and their staff went above and beyond to help take care of me during a time of crisis. In less than year, they have gone downhill horribly! You can't talk to anyone over the phone anymore, they don't even have live people over the webchat. Only contact info is one email address. When I submitted my claim via their online intake form, I never received any response. After multiple attempts, when I finally got in touch with someone via email, my claim was denied due to a fixable oversight. They claimed they sent me an email notifying me, but I never received one. And now it was "too late" for a claim to be accepted. The "support staff" I interacted with said they had no control over it since it was the claims processing team that dealt with claims and there was nothing they could do. What's the point of support staff if they can't even liaise on our behalf?! Their customer service went from 110% to "not our problem" in less than a year. Horribly, horribly disappointed. Also, when you try to cancel they ask for your reason, but then only allow you to answer with one of like 6 pre-made answers. None of which are "your customer service sucks." They aren't actually trying to fix their issues, just mask them.

This is the worst company I’ve dealt with so far. This is what happened, I took my cat to the vet and the bill was over $2,000 and I didn’t have that on hand. I did have on hand $1,000 which I paid there. I couldn’t afford the rest so I took my cat home hoping to ask family for help on the rest of the $1,000. I was going to pay that out of pocket without sending a claim to Pawp about it because I read their terms that they pay once. I submitted my claim for the reimbursement on the 1,000 and got denied because I took my cat home on “AMA -against medical advice” which doesn’t state that anywhere on their terms. I read it over and over again. I took my cat to a cheaper vet with the diagnosis the emergency vet gave me which was a lot cheaper. Don’t use this company, if I could give 0 stars I would In a heartbeat.

Well, when I bought this insurance for my dog, I liked the terms. However, I hadn't even used it yet and suddenly the terms changed to some things I didn't like and with which I didn't agree! When I sent word to cancel and why, I wasn't even given a full refund! I feel as though I've been ripped off! I wouldn't recommend this insurance to ANYONE.

We were over 900 miles away when our 10 year old dog escaped and was gone 3 days before returning home injured. Our adult children took him to the vet immediately, and we were not able to contact PAWP until later. To be honest I had just gotten used to paying every month and being lucky enough not to have to use the service, that I didn't think about calling them right away. So that was our first strike. Then they said they would consider our claim outside of the breach of rule-following, and immediately found another loophole. Though our vet had given us 9 pages of files that encompassed not only this incident in detail, but services rendered for our dog's whole life, this was not enough for them. I then sent them a photo of just ONE of our dog's injuries, a wound on his leg where it was cut completely to the bone, and bone and ligaments were showing. Nope. They also knew that he had to have xrays, and that his elbow was completely dis-jointed, which meant he was in a splint for well over a week. Still saying that they needed more info from the vet. I told them I could not fabricate what wasn't there, and finally I just told them to cancel. I have paid every month without fail since I've had the subscription - probably at least 2 years, not sure, but when I needed them, all they did was look for loopholes.

We purchased coverage for our pets because they did not require upfront payment. Then, some time later, they changed their policies to require payment of the vet bills upfront and the "apply" for a refund. The change in terms was NOT agreed to be me, but rather FORCED on me. I have cancelled my policy and recommend that everyone steer clear of these crooks. Check out their BBB page... they have an "F" rating.

I was written today that during our emergency of my dog getting stung, eye swole shut and having breathing issues because of shock, I had to contact pawp during this emergency for the insurance to apply. It is crazy to expect this to be done as the dog is squeezed in for emergency (no plannned visit). Not sure how they can expect someone to do that.

Where do I start? Pawp has mishandled the sudden death of my cat with zero sensitivity PLUS has denied my claim, saying I didn’t submit paperwork in time. I hope this is a misunderstanding because I sent it in through their website within the required time frame. I tried to call support to challenge this and ask why they kept getting emails asking how my cat was doing AFTER he died & I could see on my account they still hadn’t triggered my emergency funds. I got voicemail & NO ONE returned any of my calls. This is standard, I was told. No human beings you can call when things go south unless you have a billing question. What???? UPDATE: Pawp did eventually apologize & did pay my claim, but I stand by every criticism is this review. It was an awful, stressful experience. Keep in mind if it’s a true emergency situation with your pet as it was with mine, do you really want to have to prove it in a mandatory video call with their “vet”?—not a vet, by the way, but a vet tech. Trust me, you do not. Plus, they changed their policy after I signed up. They stopped paying charges directly, which was a positive to me. A massive bait-and-switch to every customer who expected otherwise. THIS IS NOT PET INSURANCE. Make sure you understand this.

I went to Pawp because they advertised me being able to get Nexgard for my dog. I filled out their little questionnaire and instead of Nexgard it wants to get K9 Advantix which is gross af and makes it disgusting to touch my dog.

Complete waste of money. Dog was torn open and they refused our claim because "it was not life threatening".