We have had our dogs on Petplan for several years. Up till recently we were very happy with the promptness of their payment, though whether pet insurance is a good deal for most people is another question.
Last month we got an ultrasound for one of our dogs because of a couple of issues she was having. We live on an island and went to a recommended animal hospital off-island for this. Shortly thereafter, the place faxed the release form and records to Petplan. For over a month we have been getting emails from them saying they don't have what they need. These are automated emails telling us to download the release form, which we already did. On our policy page on the Petplan site they said they needed records from two other vets. I called them and was told they did have what they needed and the other vets' names would be taken off the claim info on the site. Shortly thereafter I got another automated email saying they were missing records.
Two weeks ago I got a call from a Petplan person apologizing and saying the problem was that my husband's name was on some of the records rather than mine, and I was the policy holder but everything seemed to have been handled. Today, yet again I got a robot email from the claims department saying the ultrasound place had not faxed them what they needed. I called this morning and was told that besides the path report they needed an exam report, i.e., the exam the doctor did before she went in for the ultrasound. I had asked them last