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24 Pet Watch

PO Box 2150
Buffalo, NY
phone: (888) 897-7387

24 Pet Watch is the US insurance arm of Canadian-based Pethealth Inc., selling policies throughout the US except Alaska and Washington, D.C. Pethealth offers a range of products and services for veterinarians, shelters and pet owners through a number of brands including QuickCare, ShelterCare, CherryBlue, Union Plus Pet Insurance, EVE and Petpoint.
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60 days 1 year Lifetime
Rating 2.0 3.7 4.7
Count 1 52 246
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Reviews of 24 Pet Watch

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2/10   They need to sell out, 4/1/2015

Reviewed By: Wayne, Recommend: N

I was with PurinaCare and loved them. Since I have been with this company they very hard to get in touch with and do not return your call once you are put in a que. They are extremely slow to pay. Going to another company the first of next month
Injury/Illness: Slow to pay on all   Breed: English Bulldog
Claim Amount: $100 - $500   Age of Pet: 1 - 8
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3/10   Very long payout time, 3/4/2015

Reviewed By: Robin Klein, Recommend: N

I submitted a claim that was received by the company January 1st of this year. It is now March 4th, and I still have not been reimbursed. I received a phone message weeks ago that said the claim had been processed and I would get my check in 2-3 weeks. I'm still waiting. I called them and the claim is awaiting final approval. The very nice customer service rep. made excuses about what a busy time of year my claim was filed in, and how they are recruiting more staff reps. to process claims. My account was given to this company when Purinacare stopped granting pet insurance, and if my pet was younger, I would shop elsewhere. Because of the long processing time, I would not recommend this company to others. They have my email, if there is a delay, I would have appreciated a message telling me of the change in processing and what new date I could expect a check. I'm not made of money, and the bill was a fairly expensive one.
Injury/Illness: wellness checkup   Breed: Labrador Mix
Claim Amount: $100 - $500   Age of Pet: 1 - 8
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1/10   Not the company they used to be, 3/3/2015

Reviewed By: Susan Kent, Recommend: N

I have been using 24 Pet Watch since 2002 for my Leonberger, Julie, and then added my other dog, Gable, also a Leonberger in 2006 after he joined my family. Both were 8 week old puppies when I insured them. My first issue was in 2004 when my first dog had a UTI with struvite crystals and then all UTI's were then not covered because they deemed it a pre-existing condition. I spoke with my vet who said that struvite crystals are not necessarily caused by kidney disease and that it was as a result of the infection. Not to mention that the infections were treated after she was insured with them and she had been insured with the company from the time I brought her home. At the time I didn't contest it, both because I was told 18 months without infection would have to pass before it could be re-evaluated. Since no infection happened in 10 years I didn't bother to address the issue. Fast forward then years and she got a UTI. I submitted the claim a few months after the treatment and immediately after her death. The claim amount is a whopping $39 and they are refusing to pay on the grounds it is a pretty-existing condition. Like ten years without an infection is not enough time to prove it isn't a chronic kidney condition that is pre-existing! Now they claim when I said I want to contest their decision that it can't be contested because she is deceased and re-evaluation can only be done for a live animal going forward for future claims. I argued this as well and now they say there is a gap in her medical history for that time period. Of course there is a gap! She wasn't treated for the ailment in that time period!

As others have complained getting through to speak to a customer service rep takes a minimum of 30 minutes, up from just a few minutes and then about ten minutes in past years. They give you tha option of leaving you name and phone number to call you back, but they never do. When I called the day I had to put my dog down to notify them of her death after waiting over a half hour I left my name and number, but there was never a return call. When I called back a few days later after the weekend passed and complained a return call was never made an empty apology was made. They then listed her date of death as the date I called instead of the actual date. This resulted in the reimbursement for the remainder of the billing period to be incorrect by $10. They did eventually right this error, but I had to point it out to them.

Injury/Illness: Death, UTI   Breed: Leonberger
Claim Amount: $100 - $500   Age of Pet: over 8 years
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9/10   Happy with the service, 2/12/2015

Reviewed By: Philip, Recommend: Y

The company honours its claims just very long at paying out.
Injury/Illness: cancer   Breed: Lhasa Apso
Claim Amount: over $1000   Age of Pet: 1 - 8
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8/10   No problems for me!, 1/8/2015

Reviewed By: Melissa Kyzar, Recommend: N

I was also with Purinacare when the switch happened. They do pay claims slower, but I haven't had any problems. I've had both wellness claims and illness claims paid without any hassles. I will say that if I was buying it now I would not be able to get the deal I have currently as a new 24Petwatch customer. I guess because of the way it was blended with the switch our rates are lower and yet we get full wellness benefits as we did under Purinacare. As long as our rates stay reasonable I'll keep my deal. I've been satisfied with the claims even if they are a bit slow. So are medical insurance companies so I guess I just expected it.
Injury/Illness: enteritis/diarrhea   Breed: Australian Shepherd
Claim Amount: $100 - $500   Age of Pet: under a year
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Most Helpful Reviews

7/10   Not Great, but worth the money,
I've had my dog insured with this company for 4 years and plan to renew again. They rarely pay the full 80% because their "usual and customary expenses" are pretty conservative, but even at the more typical 60% that I receive it has been worthwhile. Customer service was initially poor but has been very good for the past year. They have been very strict about the rules concerning exclusions, pre-existing… read more

Reviewed By: Dave in N. Cal
5/10   Existing conditions suddenly appear ,
We received three months of PetCare insurance when we adopted our dog three and a half years ago. After the three months were up we renewed the policy. At some point however, my husband was issued a new credit card and somehow the monthly PetCare fees did not transfer over. We discovered we were uninsured just when we actually needed the insurance. PetCare *very nicely* offered to issue a new policy if we… read more

Reviewed By: Joanne Seward
5/10   Just OK,
I have had the 70% Quickcare Gold coverage for 2 years for both my dogs. While my first dog has had a pretty decent reimbursment rate for allergies, she has almost maxed out her coverage in this catagory (where she needs it the most). Beware, the max coverage ($3,000 per catagory)amounts DO NOT renew annually. Now with my 2nd dog, he ingested a bee (I would call it an accident)and had a horrible bout of… read more

Reviewed By: Melissa
Our dog needed TPLO surgery and this company denied him because when he was 6 months old he had growing pains which all Saint Bernards have. He is 7 years old and tore his ACL in a slip/fall. This comapny had the audacity to say that it was a pre-existing condition from when he was 6 montsh old. How can tearing your ACL in the knee be pre-existing? He fell! They want to pay for the shots and regular… read more

Reviewed By: Todd Lahn
2/10   They need to sell out,
I was with PurinaCare and loved them. Since I have been with this company they very hard to get in touch with and do not return your call once you are put in a que. They are extremely slow to pay. Going to another company the first of next month read more

Reviewed By: Wayne, parent of a English Bulldog

Review 24 Pet Watch review policy

Review Title (if you could say it in one sentence, what would you say?)
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DO tell us specifics about your pet's illness or injury
DO tell us whether you were happy with how your claim was handled

DON'T use profanity or personal insults
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Age (at the time of your claim):   Under a year   1 - 8   Over 8 years  
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ear problem eye problem skin problem
cancer gastritis/vomiting enteritis/diarrhea
bladder renal (kidney) thyroid
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Time taken to handle claim
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