Defrauds customers
I purchased my PetPlan dog plan on June 9, 2009, pre-paid for quarterly coverage and was charged after the 24 hour hold on June 10, 2009. A few weeks later Brewster began experiencing urinary issues, so on June 24 I took her to our local vet. Thus, it is important to note that the vet visit was after the two week waiting period. It was simply coincidental that the vet visit was on the day after the plan went into effect. The vet diagnosed Brewster with a mild bladder infection and prescribed some meds. Given the fee was only $70 we didn’t bother submitting it to PetPlan.
After two weeks, Brewster still wasn’t well so we returned to the vet, who issued a different prescription. After another three weeks, she still wasn’t improving, so we returned to the vet who advised we begin costly testing. After checking with PetPlan, who told me specifically the procedures were covered, we moved forward with the testing to determine what was wrong. The tests ultimately showed Brewster had a stone in her bladder that had to be surgically removed.
At this point we had spent around $800 with the surgery estimated to cost more than $1000. We submitted a claim for the $800 for the initial fees incurred, and I again called and spoke with PetPlan to confirm the next surgical procedure would be covered.
Brewster went into surgery on August 31 at 7 a.m. When I got home from work, I received a letter from PetPlan saying that they were denying my claim and subsequently would not be covering the surgery we had performed today. I then called PetPlan immediately and was informed that they were considering it a pre-existing condition – because even though I enrolled on June 9 and paid the same day, my plan “mysteriously” was not activated until June 15, which meant the first vet visit occurred during the two week wait period. However, I did open my plan on June 9, technically in effect on June 10 due to the 24 hour hold, which would mean the June 24 vet visit would fall after the wait period had ended.
I did not enroll and pay for a service and then knowingly consent to the plan not being activated for five additional days. At this point, we have not received any further response/communication/resolution from PetPlan and are currently responsible for nearly $2, 000 in vet fees, despite Pet Plan incorrectly activating our plan five days after we enrolled and paid in full.
My dog means the world to me, which is why I was so thorough in my plan selection. Working in the insurance industry, I know how insurance companies work and often wrongly deny claims, which I fear is the case in my situation. I am glad my dog has now received the proper course of treatment, but there is still a large vet bill that needs to be resolved. We choose PetPlan to be protected, not defrauded.
Don’t choose PetPlan!
The complaint has been investigated and resolved to the customer’s satisfaction.
Overview of Petplan Pet Insurance complaint handling
-
Petplan Pet Insurance contacts
-
Petplan Pet Insurance phone numbers+1 (866) 467-3875+1 (866) 467-3875Click up if you have successfully reached Petplan Pet Insurance by calling +1 (866) 467-3875 phone number 0 0 users reported that they have successfully reached Petplan Pet Insurance by calling +1 (866) 467-3875 phone number Click up if you have UNsuccessfully reached Petplan Pet Insurance by calling +1 (866) 467-3875 phone number 0 0 users reported that they have UNsuccessfully reached Petplan Pet Insurance by calling +1 (866) 467-3875 phone numberCustomer Service+1 (800) 240-1875+1 (800) 240-1875Click up if you have successfully reached Petplan Pet Insurance by calling +1 (800) 240-1875 phone number 0 0 users reported that they have successfully reached Petplan Pet Insurance by calling +1 (800) 240-1875 phone number Click up if you have UNsuccessfully reached Petplan Pet Insurance by calling +1 (800) 240-1875 phone number 0 0 users reported that they have UNsuccessfully reached Petplan Pet Insurance by calling +1 (800) 240-1875 phone numberCancellations+1 (866) 467-3875+1 (866) 467-3875Click up if you have successfully reached Petplan Pet Insurance by calling +1 (866) 467-3875 phone number 0 0 users reported that they have successfully reached Petplan Pet Insurance by calling +1 (866) 467-3875 phone number Click up if you have UNsuccessfully reached Petplan Pet Insurance by calling +1 (866) 467-3875 phone number 0 0 users reported that they have UNsuccessfully reached Petplan Pet Insurance by calling +1 (866) 467-3875 phone number
-
Petplan Pet Insurance emailssocialmedia@gopetplan.com100%Confidence score: 100%Supportrobin.shallow@gopetplan.com93%Confidence score: 93%greg.wiley@gopetplan.com92%Confidence score: 92%communicationinfo@gopetplan.com84%Confidence score: 84%supportclaims@gopetplan.com79%Confidence score: 79%
-
Petplan Pet Insurance headquarters3805 West Chester Pike, Suite 240, Newtown Square, Pennsylvania, 19073, United States
-
Petplan Pet Insurance social media
Recent comments about Petplan Pet Insurance company
Scam ArtistsOur Commitment
We make sure all complaints and reviews are from real people sharing genuine experiences.
We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.
We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)
Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.
Personal details of reviewers are strictly confidential and hidden from everyone.
Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.
Is ComplaintsBoard.com associated with Petplan Pet Insurance?
ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Petplan Pet Insurance Customer Service. Initial Petplan Pet Insurance complaints should be directed to their team directly. You can find contact details for Petplan Pet Insurance above.
ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.
My West Highland White Terrier, Mattie, was insured with PetPlan for many years. At age 2 1/2 she had surgery for luxating patellas and crashed. After several months of trying to figure out what was going on, she was diagnosed with an autoimmune disease that resulted in IBD and arthritis. We were so happy to have PetPlan to help us keep her healthy and happy. As she aged her issues necessitated a lot of medical care including physical therapy to keep her muscles from atrophying. PetPlan continued to be there to cover her many expenses. Prior to her 14 th birthday they let us down in a shocking change in coverage. The PetPlan policy we paid for had unlimited coverage, $100 dedicate per illness and 10% co-pay. In August, 2019, the new policy went into effect and limits coverage to $15, 000 per year, $750 per illness deductible and has a 30% co-pay. While the premiums went down significantly, it was in no way proportional to the drastic change in coverage. This from a company that told us that we could keep the coverage we purchased as long as we paid our premium. In a recent chat with this company as prospective client, they continued provide this same misinformation about coverage for aging pets.
My West Highland White Terrier, was insured with PetPlan for many years. At age 2 1/2 she had surgery for luxating patellas and crashed. After several months of trying to figure out what was going on, she was diagnosed with an autoimmune disease that resulted in IBD and arthritis. We were so happy to have PetPlan to help us keep her healthy and happy. As she aged her issues necessitated a lot of medical care including physical therapy to keep her muscles from atrophying. PetPlan continued to be there to cover her many expenses. Prior to her 14 th birthday they let us down in a shocking change in coverage. The PetPlan policy we paid for had unlimited coverage, $100 dedicate per illness and 10% co-pay. In August, 2019, the new policy went into effect and limits coverage to $15, 000 per year, $750 per illness deductible and has a 30% co-pay. While the premiums went down significantly, it was in no way proportional to the drastic change in coverage. They gave us no choice in what coverage we could purchase - it was this lousy coverage or nothing. I suppose they hoped we would walk away. This from a company that told us that we could keep the coverage we purchased as long as we paid our premium. In a recent chat with this company as prospective client, they continued to provide what appears to be deceptive information about coverage for aging pets. The following statements are from the chat:
Me:
So, I can keep the coverage I purchase throughout the life of my pet, regardless of any health issues or the amount of money PetPlan has had to pay out?
Pet Plan Response
Yes. Per our terms and conditions, the coverage can be changed but you would be notified before that occurred. It would be in a very rare circumstance, like a change of underwriter for example.
In the current situation, there was no change in underwriter. So, as when I purchased the policy they are still letting consumers believe that they will let you keep the policy you purchased for the life of the pet - except for "very rare" circumstances, which according to the chat would not include high claims.
You be the judge and jurying and decide if you want this company to protect your pet. Ask a lot of questions and force yourself to read through the policy. If you need a lawyer to read the policy I suggest you go elsewhere.
This is a follow up to my post about PetPlan. My dog died in August, shortly after the new policy terms became effective. After her death a customer service rep contacted me and told me that because of my concerns and others who were in similar situations that the company was reviewing their marketing policies. I was grateful that my horrible experience might result in some good. Earlier this week I started researching pet insurance for a possible new pet. While on PetPlans site I engaged in a chat and learned that they are continuing to provide what I believe is misleading information. I have extracted the following from the chat:
Me:
So, I can keep the coverage I purchase throughout the life of my pet, regardless of any health issues or the amount of money PetPlan has had to pay out?
Pet Plan Response
Yes. Per our terms and conditions, the coverage can be changed but you would be notified before that occurred. It would be in a very rare circumstance, like a change of underwriter for example.
In the current situation, there was no change in underwriter. So, as when I purchased the policy they are still letting consumers believe that they will let you keep the policy you purchased for the life of the pet - except for "very rare" circumstances, which according to the chat would not include high claims.
You be the judge and jurying and decide if you want this company to protect your pet. Ask a lot of questions and force yourself to read through the policy. If you need a lawyer to read the policy I suggest you go elsewhere.
petplan are just like politicians a complete joke an on the other hand as bad as drug dealers. well covered
I've had Pet Plan for eight years for by bully boy Otis. In 2008, yearly premium was about $400 year. Just got my renewal notice - $3000 for the year. Cancelling.
Sorry this is the link that works
www.petdogblog.com/embrace-pet-insurance-review/
Embrace is better they have a lot of positive reviews
petdogblog.com/embrace-pet-insurance-review/
Wow, has PetPlan changed. We've been with them for our three pets for several years. Within the last year, PetPlan went from paying reasonable claims in a timely manner to fighting and denying everything. Claims used to be processed in about a week. We now have claims that are nearly two months old that haven't been processed. When questioned, meaning you have to call them, it seems that somehow at the six-week mark, PetPlan decides they need more information. But they don't do anything about it. They don't bother to tell you. PetPlan doesn't bother to contact your vet, either. You have to follow up vigilantly and multiple times. PetPlan must make money that way by exhausting customers to give up on a claim or PetPlan counts on a certain percentage of customers to not follow up. In the last year, the records that our vet has to hassle to fax them get inexplicably but conveniently lost. Maybe part of it is gross incompetence, but whatever the reasons why PetPlan fails to do the one thing you pay them to do, it's really unacceptable.
We actually just experienced two phone representatives outright lying about why a claim was denied. It was easy to prove because they lied about what was on the vet's notes, which was to explain away why they were denying a very straightforward claim. So we got a copy of the vet's notes and armed with that, I called back again and asked why it was denied. The woman said that the vet's notes said it was the right paw, which was a separate issue (totally untrue). I had her read the vet's notes verbatim, alerting her that any omissions constitute fraud. And magically, the vet's note now read "left paw, " (which would be covered). Why telephone reps would lie for their underwriters is beyond me unless there's some nasty commission for "saving" the company money by denying legitimate claims. So, that's one for the State Insurance Board to investigate.
I believe pet insurance is crucial, as it prevents having to make terrible decisions based on whether you can afford a necessary or even life-saving procedure. But sadly, PetPlan is not a pet insurance company that can be trusted.
DONT DO IT! This company is a JOKE!
My vet had a pet plan brochure which I took.. The front of the brochure shouted "4 weeks free insurance" The fine print said only applies to new policies. NO problem as I will be a new customer.
I joined up on line Feb 2014. In April I noticed that they had taken a payment out every month- no month was FREE. When I spoke to someone on the [protected] number, I was told I should have let them know it was one month free when I joined! After much discussion I was told they wouldn't take May's payment.. I also let them know that I had received nothing in the mail yet so I had no policy/insurance certificate- nothing at all.-Nothing arrived. Ist July i sent an email to say I still hadn't received my paperwork and by now had forgotten which account they were taking the premiums from to check if the $44 for May had been waived - No reply! 7th July I phoned 10am- no answer. I phoned back at 4.20pm and waited over 10mins to speak to someone. I went over the situation and she asked if I had it in writing that May would be waived!- OMG. :Painful. I also told her I had no paperwork. She was useless so I asked to speak to the manager. I was put on hold 10mins until my patience wore out & I hung up. I then immediately sent another email explaining that I was trying to speak to someone and explained the situation- By now, I have lost all confidence in this company that cant fulfill simple commitments so the email also asked for full refund & cancellation or I will go to Office of Fair Trading-NO REPLY. I did however get sent an invoice with my policy number on it but no other comments or acknowledgement of my call or May's fee.. I have now called OFT who advised to call Insurance OMBUDSMAN. I called OMBUDSMAN who will help me and also suggested I inform ASIC but first said to call Petplan disputes department. I called the dept but no one ever answered. It would ring & then it seemed as if the receiver hung up the call. I will now be contacting ASIC. This company seems so unprofessional & now that I look at the number of complaints against them, I can se they have a very lax attitude toward customer retention. They will take your money- give bad service, dont care that you will tell everyone you know how bad they are & wont renew with them. Finding loyal customers is the hard part so it makes more sense to endeavor to retain the ones you have by keeping your word & offering GOOD customer service- Its not hard- Bloody idiots!
Absolutely agree! This company is terrible.
Does anyone know of a group lawsuit against this scam of a company?
I would recommend to everyone Who has purchased this scam-CANCEL NOW. Put your premiums in an account and I bet you'll have more in your account in a yr, then you'll ever get out of this company. This insurance is a huge scam and I'm embarrassed I ever purchased it!
My experience with insurance companies in general has taught me a few things. An attempt is made to engender loyalty by selling a service important to many policy owners. Once a new buyer has subscribed, the insurer is responsible only to the corporate principals and that fiduciary responsibility will never vary. Any service rendered to a subscriber is purely coincidental. That said, my experience with Pet Plan is on par with my experiences at any other insurance company. They will confuse charges, ignore attending veterinarian statements, laboratory results and biopsies, require endless and duplicate submissions of claims substantiation, etc. It is a game. It is legal and some very well-paid attorneys have seen to it that their employer is protected. Nonetheless, persistence will pay off. They will get tired of dealing with a claim using delays and "lack of documentation" as excuses. Do NOT let them wear you down. If they do, it amounts to you giving up an entitlement that you paid for. I speak from personal experience with Pet Plan. They might speak nicely to you on the phone but that does nothing to satisfy the contract that Pet Plan (or Blue Cross, Sentry, et al) has offered for sale. You must keep EVERY bit of documentation to fight the battle. You can bet the insurer does.