Petplan is expensive. I paid $65/month for my 10-year-old Pomeranian (I enrolled him at 9 worrying that he would encounter more health issues in his "golden years"), which btw, was more than my car insurance premium. My premium went up to $82 this year, when my Pom turned 10. I filed 3 claims during the 1.5 years I was with Petplan and none got reimbursed. I got 2 out of my 3 claims rejected due to pre-existing conditions, and I never heard back about the last one. In some ways, rejection on the basis of pre-existing conditions is absolutely fair, but at 10 years old (for a dog), I guess everything would be pre-existing conditions so it was my fault for not reading into more detail about what counted as pre-existing conditions. When I first joined Petplan, I sent release forms for 3-4 vets and clinics that my Pomeranian had visited in the past 5 years. I wasn't really sure what to expect, but I was thinking that Petplan would come back and tell me that they had all the information they needed, or if they were missing anything?
When I tried to get some answers about the status of the last claim via email, they tried calling me but I missed that call, and I got a voicemail saying that they had re-sent out another claim response in the mail. I got said response in the mail a few days later, but it was not for the open claim. When I go to my online client portal on Petplan, I still see the same claim under "Open Claims" even though it's been 5 months since the incident. I think this is largely a systems and/or process issue. They're good about responding to your emails quickly (within 24-48 hours) although they seem to really like calling you, regardless of how you tried to contact them in the first place.
Given that I paid them more money to insure my dog than I pay State Farm to insure my own safety while driving around in a high-speed metal container, I had higher expectations than 67% response rate to my claims. I expected them to be better about closing aging claims, and more importantly, about keeping the customer informed about the status. If they needed more information on that claim, I expected them to let me know so I could help nag the vet or get additional paperwork as necessary.
Their heart is in the right place and they may be going through a bit of a growing pain, but they need to sort their operational shit out ASAP.