Petplan is a leading pet health insurance provider in the United States and Canada the preferred provider of pet insurance for the American Animal Hospital Association and AARP members. For nearly 15 years, Petplan has set the gold standard for pet health insurance coverage as the first pet health insurance provider to offer a “Covered for Life” option and cover pets of any age without broad exclusions for hereditary and chronic conditions. 

Learn more about Petplan Canada's plan options, read thousands of customer reviews and get a quote so you can make an informed choice about your pet insurance provider. 

 

Average customer rating

9.1 Out of 10
60 Days 1 Year Lifetime
Rating 6.8 6.8 9.1
Count 0 38 3898
1
Out of 10

Beware of their claim process

Posted: 05/18/2021
By:
Z
M

After being customers for almost 10 years, we were surprised by the negative experience we recently had when trying to submit a rather large claim:

1. We were told to submit our claim via their new app. Their app kept crashing.
2. After waiting weeks with the app crashing, we gave up and submitted our claim manually.
3. Manual submission date was 94 days after the service date. They will not process claims greater than 90 days old. We were never aware of this (it's in the fine print of a 30 pg terms and conditions document).
4. After explaining the delay was because their app kept crashing, they said there's nothing we can do since we did not tell them the app didn't work sooner.

It appears to us that they rely on a faulty web app so that people can't submit claims, and then when they do manually, if it's past the arbitrary 90 day submission deadline (even four days!) hidden in the fine print they have a mechanism to deny the claim. We were very disappointed and after speaking to multiple people on the phone, including the claims manager, they essentially said nothing can be done since it was filed past 90 days. They don't consider that we tried to get their app working before then.

Injury/illness
Claim Amount
Breed

Mixed Breed

Age of Pet
1 - 8
10
Out of 10

Horrible service

Posted: 05/04/2021
By:
Samira
Wali

Horrible service, hard to get a hold of and they always find an excuse not cover for your pet expenses. The customer service is terrible and was hung up in on multiple occasions.

Injury/illness
Claim Amount
Breed

Mixed Breed Toy (up to 10 Lbs)

Age of Pet
1 - 8
2
Out of 10

Customer service gives unreliable information - so frustrated!

Posted: 04/13/2021
By:
APRILLE
SERRANO

I've been with this company since 2017 and had some minor customer service problems in the past but we fixed the issue. I called a month ago to add one more dog to the account and also to fix the issue they had with their system (names got mixed up in the system/my account was on a different name) and the agent who helped was really nice and we went through the process smoothly.

Before they updated their system, my name was the primary holder of the account but my mom's credit information was on file, and because of the changes in their system, everything got messed up. So, I had to call and had this issue fixed with the agent telling me that, it's now going to be my mom's name as the primary holder and me as the secondary, which was understandable since it was my mom's credit card on file and she told me that the next time I call, there should be no problems if I call or my mom calls, they are still going to help us regardless since both our names were on file. So, to clarify, I asked her that if I had to cancel/change my dog's insurance policy, would it be okay if I were the one to call them or did it have to be my mom and she told me there should be no problem if I call.

However, when I called today to cancel one of my dog's insurance policy the agent told me I wasn't allowed to since I wasn't the primary holder and I told her that an agent from last time had told me it should be ok since my name was on file too. She said that they don't do that to secondary holders.... then what's the point of having my name as a secondary holder?????? I told her that it's my email and phone # on file and could verify it but still no help. Although the agent was professional about it, respectfully, I told her that they should be clear with the information they tell their clients because this has been the 3rd time and now I'm just really frustrated.

Injury/illness
Claim Amount
Breed

Mixed Breed Small (10-20 Lbs)

Age of Pet
1 - 8
10
Out of 10

Still waiting for a response

Posted: 04/10/2021
By:
David/Louise
Gagnon

Not impressed, due to confusion in policy we decided to cancel until we are able to get our newly acquired pet and so we called within 1/2 to inform them, we received an email stating we would receive our refund in 5-7 days that was over 15 days ago and now the company hasn't had the decency or respect to respond to our numerous emails and phone calls

Injury/illness
Claim Amount
Breed

Mixed Breed Toy (up to 10 Lbs)

Age of Pet
1 - 8
Monthly Cost

$16 - $60, depending on your chosen plan.

Coverage

You have a co-pay of 10%, 20% or 30% after your deductible. 

Non-routine exam fees, including at ER and Specialists, are covered.

The pay-out amount is based on your actual vet bill.

Use your current veterinarian or any veterinarian in the US or Canada.

Payout Limits

Annual limits range from $2,500 to unlimited depending on your chosen plan.

No per condition limits.

No limits or exclusions for hereditary or chronic conditions.

Deductible

Annual deductible from $100 to $2,500.

Per condition deductibles from $100 to $2,500 also available.

Age Limits

Pet must be at least 6 weeks old to enroll. 

No upper age limits apply.

Waiting Period

Coverage goes into effect at 12:10am the day after activation. Accident claims are valid after a 5-day policy waiting period. A policy waiting period of 15 days applies for illness claims. 

Hip dysplasia – standard illness waiting period applies.
Cruciate, patella, and soft tissue disorders of the knee – six (6) month exclusionary period (waivable by Petplan if a healthy knee exam by your veterinarian during the policy period – call Petplan 24/7 for details).

Exclusions

Pre-existing conditions are not covered.  Curable pre-existing conditions may be coverable after an exclusionary period – call Petplan directly 24/7 to learn more.  Preventive care expenses are not covered.

Alternative therapies such as acupuncture, physical therapy, hydrotherapy, and holistic care are covered as standard in every plan.  No additional fees.

Non-routine exam fee coverage, including specialists, and non-routine dental coverage including periodontal disease, are covered as standard in the policy. 

Coverage is available for boarding kennel fees, advertising and reward costs for lost pets, vacation cancellation and death benefits.

Petplan is a leading pet health insurance provider in the United States and Canada the preferred provider of pet insurance for the American Animal Hospital Association and AARP members. For nearly 15 years, Petplan has set the gold standard for pet health insurance coverage as the first pet health insurance provider to offer a “Covered for Life” option and cover pets of any age without broad exclusions for hereditary and chronic conditions. 

Petplan’s innovative approach to pet insurance has been recognized by Forbes, Financial Times, Bloomberg, Inc. magazine, Smart CEO, the Communicator Awards, Ernst & Young and many others. 

Petplan supports partner shelters, rescues and humane societies across the U.S. in addition to funding humane veterinary research into hereditary, congenital and other chronic conditions through the Petplan Fund.