Pets Plus Us | Pet Insurance Review

Since my porfolio transfer all I have had is greif and problems with the two claims I have submitted. The first claim for medication dates back to mid December with still no payout as medical history from over 8 years ago had to be reviewed from the last call I made to your company. Now once again I received a notice that there was again more missing information. Why does your company not want to honor your claims? Also I asked for a copy of my policy documents but never received them. What is the company hiding?

The customer service rep I spoke to was uninformed and disinterested in looking further to answer my question. I called at 4:30 P.M. Maybe it was just about quitting time and he was tired.

Pets Plus Us customer service has always been polite, professional and compassionate. Their response to submitted claims has been very quick, usually within a week, and money is deposited directly into my bank account. The claim form is straightforward and if filled in correctly there is never any delay in processing. We recently went through a very costly, lengthy and emotional illness with our sweet girl Sadie and it was very reassuring to know you could say yes without hesitation when faced with the high cost of diagnostics associated with your pets illness. Unfortunately, we incurred costs far above what Pets Plus Us coverage we had and Sadie ultimately died of her illness but the financial help gave us an opportunity to try and help our pet and not put her down without even knowing what was wrong. There was also additional coverage above our annual maximum for cremation. Highly recommend insurance if you are going to get a dog and we have always had excellent service from Pets Plus Us.

We had over $5,000 in claims and had to wait nearly 2 months to be paid back (assuming the transfers show up in the next day or 2). Why the delay? I received email after email saying I had missing information. I would call day after day asking what information was missing. They would tell me it was from our dogs old vet and nothing I could do. I still received the emails and continued to call asking why and what I could do to be paid back. Turns out, the old vet faxed the information to the wrong number and a month and a half later Pets Plus Us still hasnt tried to follow up with them and just left me on the hook. Each time I called I would get the run around. Today Kelly promised to look into it and call me back (as previous agents on the phone did). She was the first to call back and told me I am being reimbursed right away. Thank you Kelly.... what was an awful experience all throughout was made better by you. Also, for anyone reading.... be aware that when your vet tells you to call poison control and you spend upwards of $100 on that phone call so that the vet can receive proper information, this will not be reimbursed as Pets Plus Us has their own poisons call center. I feel this is something everyone should know as it seemed like a bit of a gimmick not letting me call the professional of my choice but being forced to use Pets Plus Us' call center.

Absolutely the WORST customer service I have ever encountered. Paid reliably and when I finally have a claim, this company falls short and keeps denying my claim under the presumption 2 different Veterinarians lied on my dogs medical records when stating my dog was 100% healthy before my contract was instated. COMPLETE AND UTTER SCAM!!! I have been fighting with this company for almost 2 months now to get my money that is rightfully owed to me. Complete joke!! Save your money and find a different company.