Pets Plus Us | Pet Insurance Review

After a length wait and talk on the phone to discuss why our second claim was rejected, they told us our original claim should never have been approved in the first place because it should not have been deemed 'an accident'. I had originally e-mailed them to clarify (no response after three days) and had to call them and spend close to hour on the phone to get this response! Awful experience.

We will never insure another animal with this company. They are literally, not trustworthy. I mistakenly thought I was buying insurance from a reputable company when my dog was young, so that all those years where we never used it and just paid them, would mean that when my dog was old (almost 15) and needed care, I would be able to have that security. Instead, this isn't that. This is gambling. If I use the policy in the previous calendar year, my premium goes up. My dog got and survived cancer twice in 2024 and 2025 and each time they raised her rate MASSIVELY the next year. Now she is elderly, and she needs her policy, and they have intentionally made it so expensive for me to keep my elderly dog insured I may have to quit the coverage. (Because there have been months where my family had to buy less groceries to keep my senior dog insured.) They want young healthy dogs to pay pay pay pay in, and then when your dog gets old and needs them, they run you off your policy with unregulated and EXCESSIVE premium increases. When I opened my policy it was $54/m, $200 deductible, 20% copay in 2018. Now that my dog has too many pre existing conditions for me to get her any competitive policy anywhere else, they have me at a $380/m, $600 deductible, 20% copay. Just to keep her insured. And I know it's because they don't want to insure her anymore, they don't want to honour my policy, and there is no regulation saying they can't just renegotiate MY/OUR end of this deal every year, to reflect *their risk* and *cover their profit margins* (and then some.) Never in a single year did I ever pay them less than I was reimbursed... NEVER ONCE. and they still raised my rates through the roof for no reason besides my dog is now not purely handing over cash. I know this because my other senior dog is also insured, is also 15y old, and has had no cancer, and their rate has gone up 5-10% year on year. (And now, my other dog of the same age and type) is $260 LESS than my dog that needed her policy TWICE to have minor surgeries to remove cancerous lumps. Done at the local vet, not even a specialist. And they're burning me off her coverage now--holding my elderly dog hostage with these rates. They know she is too old for me to get her any other plan anywhere else, so they have me by the throat. We have new pets NOT insured with PPU. (Time will tell if we get burned the same way.) But this has been a nightmare. Lose her coverage, or pay the ransom amount for her health and safety. After 9 years of paying every month. 9 years of two dogs insured. and they're forcing me to choose now between something I paid for so that *it would be here for us now*--or my families groceries. That's the kind of company this is. THAT IS WHO THEY ARE. .

I just wanted to comment as Ive noted some negative reviews. I think with every service there will always be good and not so great. We live in British Columbia, Canada and my experience has been nothing but positive. I have 3 pets, that includes an aging rescue cat. Ive always believed in pet insurance and have coverage for all of my fur babies. Ive found Pet plus Us submissions to be easy as our vet does this automatically after a visit. My old cat has required extra care and knowing that I have an outstanding vet and responsive insurance services has made such a difference in his/our quality of life. Thank you!

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!