Pets Plus Us | Pet Insurance Review

I’ve been with this insurance for over a year, only had one claim and it took months when they guaranteed only a couple weeks. Customer service tells you as little as possible so you have to call back once a week to get any information and hope you get a good representative that can answer questions. I also had problems with payments, and they tell me it’s a system error and I have an extension to pay it, but no one calls me back to set up payment days and then I receive a cancellation email, which was a breach of the extension. So so many problems with this insurance since being with them. Would not recommend ever and will actively be encouraging friends and family to stay far away from it.

Pets Plus Us was unresponsive to repeated requests for a basic clarification: what, exactly, they consider “pre-existing conditions” under my dog’s new policy. They have full access to the veterinary records, yet refused to specify which conditions they believe are excluded. After a letter of complaint to the Ombudsman at Northbridge, the parent company, forced a response, apparently I should keep paying a sizeable monthly premium and only find out whether my dog is actually covered for a treatment if or when I file a claim. That's not insurance, it'a game of roulette! There is no ambiguity when they debit my credit card each month, but when it comes to defining coverage, the company suddenly becomes vague. Asking customers to pay while withholding clear information about exclusions is reprehensible and feels like a sleazy way of doing business. A company that cannot clearly explain what it will cover does not inspire confidence or deserve any customer’s trust. Potential amd existing customers, please take note!

Pets Plus Us has been consistently unresponsive to repeated requests for general clarification on coverage and their definition of pre‑existing conditions on my dog's new policy. Taking out this policy feels less like sound protection and more like a game of roulette - you might be covered, or you might not. A company that can’t provide clear answers doesn’t inspire confidence or deserves business

Think twice before signing your pets insurance with PetsPlus. I am stuck with them now and was it ever a mistake!

I've been a paying client since my first dog back in 2018, so well over 6 years. Have submitted maybe one claim up until this summer, which I submitted the second claim in July this year. The process of submitting was never clear, had to email them, then after the submission went through, it didn't say anywhere how I was getting any payment back so after a few weeks I reached out wondering how to get my reimbursement. Then realized my file had a wrong address, so I updated it and they said they would cancel the cheque and resend it. It's been about 4 months and I still have not received any reimbursement. No emails from them or anything. My account needed a new credit card about 2 months after my reimbursement submission and I emailed them letting them know that I would update my card when they could tell me when I would get my reimbursement back. Nothing. My account clearly has cancelled because I refuse to pay them for 4 more months after I've submitted a claim and have yet to receive any reimbursement. Horrible customer service with no updates. Definitely will never use this insurance company again. You'd think they would treat their long term clients, or even try to communicate on payment after I've complained after 3 months that I still have seen nothing.