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24 Pet Watch


PO Box 2150
Buffalo, NY
14240-2150
phone: (888) 897-7387
website: www.24petwatch.com

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.
Customer Ratings
60 days 1 year Lifetime
Rating 3.2 2.8 4.4
Count 5 51 297
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Reviews of 24 Pet Watch

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1/10   Brutal payout times, 4/8/2016

Reviewed By: Anand V., Recommend: N

I've used this company in Canada for 10 years..they used to be PetCare Insurance and then became 24 PetWatch. They used to pay out on a timely bases but have gradually got worse and use the same excuses each time about new staff and training or a new system. My previous claim, excuse was it was a busy period and it will be faster in the new year (2016). My current claim is still in process...around 40 days now...business days. Turns out that they follow auto-insurance payout times as pets are considered property. Good to know that a PET insurance company which claims to care about animals would use this excuse to justify their slow payout times. God forbid that a client has a serious issue with their pet that's going to cost thousands of dollars...they don't care. They will say they can pay directly to the clinic but turnaround time doesn't change so the clinic will call the client for the balance if it's not paid on a timely basis. Worse...if you call and complain, it seems that your next claim will take even longer!

If they claim to be the pet lovers they are, they would know the importance of our pets to us and to help us quickly to assist with paying claims quickly. Or do they prefer that we put our pets down because we can't afford the costs for illness since they can't process the claims timely leaving us not able to pay back anyone we have to borrow from or carrying balances and paying interest if we use credit cards? My guess is they would rather see pets being put down!
Injury/Illness: skin problem   Breed: Alaskan Malamute
Claim Amount: $100 - $500   Age of Pet: over 8 years
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1/10   Annual chip fee, 3/31/2016

Reviewed By: J. Chrystie, Recommend: N

I called 3 times. Can't get an answer: Do I have to pay $21/month per dog annually to keep the chip information available.
Finally told YES, you must pay than annual fee or the "one time fee". And don't try to cut to the chase because they'll get angry and tell you you just listen to their spiel.
Injury/Illness: not health. survey won't let me continue   Breed: Miniature Schnauzer
Claim Amount: under $100   Age of Pet: 1 - 8
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1/10   Stay FAR AWAY!!!!! , 3/28/2016

Reviewed By: Chelsea, Recommend: N

I don't even know where to start with this company! We adopted a dog through a rescue and she came with a 30 day policy through this company. A week or two after getting her, she develope pneumonia and was hospitalized. $960 later, she came home. Submitted claim in early feb and it is now almost April. I was originally told 30 days. Accepted that.... Then called back at end of February to follow up and they clarified that it's actually 30 business days. Accepted that. At that time I was told everything was there and they were just waiting for a claims specialist to review it. Waited a week or so later and called back to check status. Was told at that time that they did not receive the paid invoice with all docs and they were waiting for that. Didn't get a phone call, email, text! How in the world was I supposed to know? So even though I was told differently the last convo, I had my vet clinic send it over once again (I know it was sent with the original docs cause it was all sent to me at the same time! Plus I sent it over as well!). With the terrible communication up until then, I decided to call a week later to confirm everything and I was told that everything was there and that we were just waiting for them to review it and that it's a turnaround time of 45 days after they receive ALL documents! So the month before was a waste?! UNACCEPTABLE!!!!!! They said they would expedite it. Called back today to be told the turnaround time is actually 60 days! Obviously they don't know what their turnaround time is! I better get my money back this week or I will be contacting someone else. I never write reviews but this is the worst customer service/company I've ever had to deal with! DO NOT USE This company! You will be wasting your time and money! I am passing this along to the rescue as well in hopes they don't put anyone else through this company! If there was a negative star score I would give them that! TERRIBLE experience with something that should not have to be.
Injury/Illness: Pneumonia   Breed: Doberman
Claim Amount: $500 - $1000   Age of Pet: 1 - 8
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10/10   Verified the chip - called within an hour !!, 3/26/2016

Reviewed By: Jack/Linda Waterman, Recommend: Y

The former owner chipped our dog. We paid nothing in 2012 to change the registration names, because the dog was a rescue. We haven't paid annual renewal fees on the chip.
It is now 4 years later (2016).
Yesterday our dog wandered away and the people who found her had their vet read the chip. 24 Pet Watch called us within an HOUR of that vet visit and connected me to the finders while I was on the line with them. The lady was cheerful and happy to assist.
24 Pet Watch gets 5 stars (*****) from us !!!
Injury/Illness: Lost dog microchip ID service   Breed: Clumber Spaniel
Claim Amount: under $100   Age of Pet: 1 - 8
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3/10   A Waste of $$ You'll Need to Pay Your Denied Claim, 3/23/2016

Reviewed By: Ang O, Recommend: N

This company is a joke. Their pre-existing clause is sweeping and will afford them the ability to deny basically any claim they don't want to pay. When you call customer service to discuss it, they will talk to you like you're stupid. When you request to speak to a supervisor, they will tell you all they can do is request a call back within 48 hours. Then you won't receive that call, but somehow your account will be noted that they called you back and left you a voicemail (you never received because they never actually called you back). You call back and go through the same cycle a few more times. One of them may even recommend you don't cancel yet, but instead have your policy underwritten and then you'll know for sure what things are covered for your pet. She tells you it will be emailed to you in a few days. It never comes. After a MONTH, you'll finally blow your top at the newest agent who thinks you clearly haven't understood the previous four agents and they believe they can explain it in a way you will understand. You bite her head off, even though it's not completely her fault. Miraculously, only then does a manager calls you back -- that same day even, but only to tell you she can't do anything for you. AND now to make matters worse, she can't refund your two premiums that have posted in the process of this call back game, despite what two of the previous agents promised you and noted in your account. So you cancel finally, $150 later in premiums that will pay for nothing. In other words, this is good enough insurance if your pet never suffered any kind of illness whatsoever in the shelter, thereby not creating a pre-existing condition like a cold, and also fine insurance if you never have to call customer service and have someone talk down to you.
Injury/Illness: URI   Breed: Domestic Shorthair
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
 
2/10   DO NOT USE THIS COMPANY!!!!,
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
 
1/10   Brutal payout times,
I've used this company in Canada for 10 years..they used to be PetCare Insurance and then became 24 PetWatch. They used to pay out on a timely bases but have gradually got worse and use the same excuses each time about new staff and training or a new system. My previous claim, excuse was it was a busy period and it will be faster in the new year (2016). My current claim is still in process...around 40… read more

Reviewed By: Anand V., parent of a Alaskan Malamute
 


Review 24 Pet Watch review policy

Review Title (if you could say it in one sentence, what would you say?)
Your Review (tips)
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
DON'T write in ALL CAPS
Overall Rating (1 - worst, 10 - best)    
Would you recommend this company to other pet owners?
Yes   No
Your Name
State/Province

Tell us about your pet
Type: Dog     Cat
Breed:  
Age (at the time of your claim):   Under a year   1 - 8   Over 8 years  
 
Tell us about your claim
Type of illness or accident:
not sure
ear problem eye problem skin problem
cancer gastritis/vomiting enteritis/diarrhea
bladder renal (kidney) thyroid
other:
Claim amount
Time taken to handle claim
 
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I certify that I am (or was) a customer of this pet insurance company and that I have not been offered a reward, financial or otherwise, by the insurer for writing this review.
 

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