Petsecure | Pet Insurance Review

The worst company ever, stay away, got a quote, I paid, then they asked me to send my puppy vet documents and several months passed without any news, we called several times just to waste our time, we tried to call to cancel, nothing, we sent emails nothing, the last resource was to report my cc as stolen so they cant charge us anymore, terrible service

As somebody who works in the insurance industry, I can't fathom how this company is still in business. First of all, it is next to impossible to connect with a representative from Pet Secure - let alone get a straight answer. I have sent 3 emails over a month and have yet to hear back. I attempted to call in and use their chat feature, but no one on their end could provide any updates. Their claim processing time is absolutely absurd. We were told 19 days to process a claim. It's now been over a month as we still haven't heard anything. Keep in mind this claim is non-complex in nature. It was simply reimbursement for a vet exam fee. Therefore there was no supporting medical documentation (scans, lab results, etc.). I cannot imagine what their TAT would be on a "complex" or "high dollar" claim. I also find their "Member Portal" next to useless. It is clunky (not user-friendly), and only serves the purpose of viewing claims. In my case, my claim never appeared on said portal. Once again, nobody could give me a straight answer as to why. We had this service extended to us through our veterinarian when our puppy was new. Needless to say, we will be taking our business elsewhere to cover our pet. I have no faith in this company's ability to actually pay out any relevant amount should we ever need it in the future. Highly disappointing.

I have had PetSecure for several years and we have 2 dogs. It was pretty good at reimbursing the 80% , just very slow to re-imburse and many times I had to have the vet submit the request several times because PetSecure kept saying they did not receive it. Now my chihuahua had to have double hip replacement this past year and PetSecure want to keep my monthly fee the same but drop the coverage to 60% even though our contract is for 80%. I find this very upsetting and will be looking for a different insurance company.

Takes a minimum of 4+ Weeks to receive reimbursement. It can take 3+ weeks for them to even register that they have received your faxed claim. Categorizes pet issues incorrectly. Have twice reduced our coverage from 80% down to 50% because of claims we have made. We pay premiums for up to $5000 per condition per year and have not exceeded this amount. Poor customer service with extended phone waits and a call back system does not work. Emails can take weeks for them to return. Always have excuses for their poor service…

They are dishonest, they said me that my dogs were covered, but when I put a claim the request me an exams that I should had sent in the first 15 days from the set up of the policy. Nevertheless, they have been taking my money each month.