Petplan Reviews 6

I've had Fetch Pet Insurance since we got our dog at 3 months. She has been enrolled and has not presented any problems since we got her other than a stomach issue. All documents have been submitted to Fetch on time since we got out policy.

Last month she started biting her paws and the vet has advised us that she could be presenting allergies. Fetch has started requesting a significant amount of documents (which they already have) and keep delaying the review of our claim. Unfortunately, it looks like they are looking for the needle in the haystack to avoid covering this problem. It's very unfortunate to deal with companies that are fully focused on making sure you pay your premiums on time but that delay paying out your claims and do provide a clear explanation of why they would need a significant amount of non-related documentation and tests (even from our vet's point of view - "they are requesting non-related / non-sense information from your pet. Think about switching to other insurance").

I would be switching from Fetch to other providers that are more transparent in the claim process.

UPDATE: after requiring additional documentation that wasnt linked to the claim, they have partially approved the claim. However, as mentioned before - interesting enough they have requested medical records for the last 2 years for a dog that has always been insured with them and that has never presented issues. While discussing with the vet, the example I was given by the vet is “well, it’s like requesting a person’s medical records for the past years just to see if the person is actually allergic to something. Shouldn’t be the case. Instead, they should run tests on the person to ensure s/he isnt allergic.”

Here is how it goes . Fancy website , happiness consultants , talking lion helper etc
Then you file a claim and they deny it based on the fact that it was a ‘ ‘preexisting condition’ . Fair enough you may say but did you know how they define preexisting conditions
They define them as conditions that showed any signs of synthoms before the claim was filed so if your pet showed any signs of that condition irrespective of whether the vet made a diagnosis of that condition before the date of the claim then they deny the claim
Ok you may say but remember that they have the advantage of knowing the diagnosis and then they basically get their medical ‘expert ‘ to scour the pets health records looking for any sign of that condition
The vet on the other hand naturally comes to the diagnosis later as one usually needs a number of signs over time to make an accurate diagnosis
So they get to refuse alot more claims this way
Of course they put this in their small print and are quick to tell you that when you question why your claim was refused but most people would reasonably think a preexisting condition was one the pet was diagnosed with not one where a diagnosis was yet to me made
Beware of this
I have dropped petplan after this happened to me and am searching for a better pet insurance provider
I suspect several if not all of them do this so maybe better put your money in tbt bank anf don’t waste it on insurance that is designed to avoid paying out
Don’t be fooled by their ‘here to help you ‘ marketing strategy. Read the small print and save your money

By far the worst company to deal with, They do not understand the meaning of customer service. I have worked in the veterinary field for over 10 years and have had to work with many pet insurance companies and this one i would not recommend if it was the last one standing. They double charged my Credit card with NO NOTIFICATION, placed EXCLUSIONS on my cats policy, LOST MY MEDICAL REVIEW. INCREASED my annual premiums by aprox 800$ because my cat got a year older and has done it 3 years in a row. they have also removed discounts with no notification. When i called and asked for an explanation was advised that they couldn't help and would have a supervisor call. Needless to say the supervisor never called, when i finally was able to talk directly to a supervisor he was as unhelpful and as rude as their "happiness" agents, no apologies for not advising me that my payment didn't go through or that they, with out my permission, decided to charge my credit card twice without my knowledge. No customer service gesture for a mistake on their end, which the supervisor (Don) confirmed that their system was having issues in January.
I am an advocate for having pet insurance but this company does not show the value or puts pets first above all other. They only care about getting and making money regardless on if they put you in financial trouble in the process that is not what pet insurance is for. I have been with this company for 5 years, never had to file a claim and my premiums have gone from aprox 30$ to 100$ a month and if i have to file a claim then my premiums will go up the following year by 400$. NOT WORTH IT

Had Petplan for a year, no claims.
I was told that since I didn't make a single claim they would give me a credit on my account. Totally unexpected and well received.
A month later they said they are increasing my monthly premiums based on my dogs age and location.

Well I haven't moved, I'm still in Toronto, and my dog went up from age 1 to age 2. Can you guess how much my premiums went up? They went from $60 to $92. That's a 53% increase! They said their policies changed, and thus my premiums had to change as well. That is insane! How can my premiums increase by such an amount. These big insurance companies just like to take advantage. I cancelled right away and got a refund. I suggest everyone cancel theirs before their year is up or they will get a huge increase as well.

I honestly am so upset at myself for not doing research before going with PetPlan. My dog has been relatively healthy up to this point (9 years) but lately has had some issues with recurring bladder infections as well as heart issues. EVERY single time I submit a claim with PetPlan, I get an email saying my claim will be reviewed within 10 - 15 business days. I've not once had a claim reviewed and finalized earlier than ONE MONTH!. Not only that, they currently owe me about $1,200 over three claims and one cheque (around $600) I have been waiting for for TWO MONTHS!!! This is completely unacceptable for a business to run this way. I am now experiencing some financial hardships and really need this reimbursement but every time I reach out to them they come up with one excuse after the other (the mail must have gotten lost, etc.). I have never had any mail get lost so there is no way this can happen twice in a row. Honestly, if it wasn't that I could never live with myself if my dog got seriously ill and I didn't have coverage, I would have cancelled months ago. DO NOT GO WITH PETPLAN!

Petplan insurance is a total scam. I choose them because for a much higher premium each month, they had a 90% co-pay. They do NOT pay the vet directly and only reimburse, which is a big problem when you have a big claim. Other company's have lower premiums, pay the vet directly but have a lower copay. After tons of research, I chose to switch to Petplan with my 2 new adopted kittens because of the copay. I thought the higher copay and similar deductible was worth the hassle of no direct billing. (I pay about $80/month for the 2 cats' insurance, which I thought was a good investment).

It takes weeks to get reimbursed and you have to float the entire vet cost for emergency treatment while you wait for a cheque in the mail. It is really quite stressful.

After 3 years of premiums on both my cats, I have been told that they are GUTTING my policy.

Because Obsidian, my 3 year old cat, had a claim in the first year that was large over $5K; and another one for about $700 this year due to an accident, I received notice today that they are completely gutting his policy at the end of this month when it renews. They are raising my deductible from $150 to $750, and dropping the copay from 90% to 70%. and dropping my maximum lifetime claim amount from $20K to $15K

It is there in the fine print on page 12.

They claim: "Coverage for chronic conditions
Petplan Canada covers injuries, illnesses and chronic conditions, even those that affect a pet into old age.* For many pets, that protection can make all the difference. When you consider that 30-40% of all pet insurance claims received by Petplan are for chronic conditions that can last beyond 12 months,* it’s easy to see how choosing the right insurance coverage for your dog or cat is one of the most important decisions you can make."

What they don't tell you is that the coverage is worth pretty well nothing if you do make a claim because they reserve the right to change the deductible, max coverage and copay at their discretion.

He now has ongoing medication of about $300 a year, but no other follow up needed. No anticipated surgery.

They don't cover general checkups. So in order to make the deductible each year, I would have to have at least $750 in emergency vet bills just to claim a single dime.

I was told when I signed up that they would raise premiums every few years, as per usual guidelines for age, but not told that they basically would make my cat uninsurable if he ever had a big claim. Because of his neurological issues, he would not qualify for a new insurance plan.

They like to have these great happy stories about people who had their pets saved because they had insurance, but the reality is that those customers will have their coverage gutted or cancelled as soon as you make a claim.

I wonder how many of their happy customers are happy a year or two later when their coverage is gutted?
I was one of those formerly happy clients raving about them. Not anymore.

So if your cat or dog develops a chronic condition, don't count on insurance paying out for the rest of their coverage life. within a year or two THEY WILL CHANGE ALL THE TERMS AND REDUCE YOUR SAFETY NET TO ALMOST NOTHING. What a SCAM.

My advice, if you do use Petplan, think of it as monthly payments for one-time use policy for a single large expense or incident and then a few months honeymoon time until your renewal. Then no more insurance.

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