Really On The Fence

6
Out of 10

Like everyone else - I researched Petplan extensively before we purchased a policy with them. We have a 10 year old cat who, as of late, has had varying medical issues. After two months with Petplan, poor kitty had a blocked urethra (YIKES!) It was a great feeling to have a vet emergency and not have to worry about the cost! Their policy on deductibles is more then reasonable with the deductible applied once a year per condition. So ok. We paid the vet and submitted the claim. It took the full two weeks to get our money back - when you've spent close to $900 on your cat it is a lot of money to be owed! Plus we had to have our vet fax over kitty's med records 4 TIMES! Customer service at Petplan says, well, taking the full two weeks to fill a claim is not the norm - with your first claim it takes longer. So alright. For the two follow up visits we submitted the claim together. It has been a month now and we still don't have our money. I called at the two week mark and they said they didn't get my claim until two days after I faxed it. Alright whatever. I called the third week and they promised me they'd move it to the top of the stack and the check would go out that day. I called the FOURTH week and the woman ARGUED with me saying that they quote people two weeks - thats 14 business days. Uhhhhh no... try again lady.... two weeks is 10 BUSINESS DAYS and its been 18 business days (16 according to them because they still say they received my fax two days after I sent it even though I have the time stamped cover sheet) which is too long.
So they have good policies and I'm glad we have one but a month is too long to have to wait for your money. Maybe they have more claims then they can handle. If thats the case hire some more employees because I shouldn't have to fight you for my money, Petplan.

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Posted: 10/15/2009
By: RLM

MAYBE THEY HAVE MORE OUTSTANDING CLAIMS THAN THE MONEY TO PAY THEM. hOPE THIS IS NOT THE CASE. AM CONSIDERING THIS INS. PLAN