Pets Plus Us | Pet Insurance Review

Extremley disappointed in their cavalier attitude. Their phone message says they care… well that is not the experience I have had with them in the first month since taking a policy with them. Perviously I had always used trupanion, but thought I would support the local economy. I took out a policy on my pup. I am aware of the exclusion periods and thats fair, thus when she had a urinary infection within that period I had no concerns that she would not be covered. I am however extremley angry at them that on the visit for the tract infection I brought up to the vet that she had eat a leaf while in the garden and hacked it up but to be on the safe side can you check if there was anything going on with her chest etc. They vet was 100% happy with everything and said it was probably just the leaf and not to worry. PPU however wrote to me saying that she was diagnosed with congestive issues and was now excluded and classed as a pre existing condition. She was a) Never diagnosed with anything of the sort, b) if she had been she would have been treated for it, and was not, c) the vets notes if PPU had bothered to read would have seen that she was 100 % free of any congestive issues. having called them they said it was odd (Michael) and I could apply for early consideration for her not to be excluded, the following day I was told nope my terms and conditions state that anything diagnosed and treated (those words again that she had neither been diagnosed or treated for the ailment) within the waiting period would exclude her for coverage. When I called today they said they would review, but this has certainly put a bitter taste in my mouth (that too has neither been diagnosed or treated just in case PPU think they can exclude her for catching that from her owner) in the very early stages of the policy. Buyer beware

Really friendly agents on the phone. I have never had a bad experience dealing with this company. After a claim, they even called to see how my dog was doing.

I was so concerned by the series of health problems my dog has had in the last year. What seemed at first like a small infection in his foot turned into a full ACL tear. I was worried that having to submit a series of claims regarding the vet visits, medications and finally the surgery would be a headache. But, PetsPlusUs have paid everything and been helpful and friendly throughout the entire process. Their phone staff is smart and empathetic. It's such a relief to know that I can focus on my dog's recovery and not on the medical bills. My only suggestion for improvement would be an online sign in so I can see and download my claims history. Instead, you have to rely on e-mails or phone calls to inquire about their status.

Even though EUTHANASIA was stated in the claim, the last sentence in the letter reads 'WE HOPE MARQUESA IS FEELING BETTER". How totally insensitive can your insurance company.

Pros: - none that I could find after 2 1/2 years. I cancelled my insurance. Cons: - you have to call or email repeatedly on every issue (when you think it's resolved it reverts back to the original problem) - very slow in paying (up to 2 months) - they deny most claims (usually labelled as pre-existing) - most of their staff are not very helpful (the ones that are are great but they're far and few between) - the helpline is not 24/7 (Monday to Saturday during the day only) Insurance is a business. Businesses need to make money but customer service is equally as important. Pets + Us fails miserably in this area. Their culture is frustrate someone to no end with repeated email while doing nothing then take a long time reimbursing them. Make this company the last one on your list.