Customer Service is TERRIBLE!

Out of 10

I have had insurance for our two cats for two or three years now. I have NEVER had a claim with them that I didn't have to call about. They've lost medical records. They need MORE medical records. They need something else signed by the Dr. It takes 3 weeks to get a check. They don't even notify you when they need something so THIS time I waited 2 weeks HOPING that our check would come and then after calling was told that they needed MORE MEDICAL RECORDS!?!?! I asked the girl if she could ask the claims department to expedite our file once they did get the records and she completely blew me off. We'll be switching companies. I don't have time to call Pet Plan every time I have to file a claim.

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Eye problem

Skin problem

Claim Amount
$500 - $1000


Age of Pet
Over 8 years

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Posted: 01/20/2011

"I don't have time to call Pet Plan every time I have to file a claim."
I love Pet Plan and in my experience you do have to "call them every time."

I'm going into my third year with Pet Plan and have had insurance with three different companies over the past 8 years. I think Pet Plan is the best (that said, I made no claims with one company and last year I had no claims with Pet Plan)BUT you do need to "hold their hand." Complete, and I mean COMPLETE, vet notes, diagnostic results and invoices are ABSOLUTELY NECESSARY. And it's true, they will not inform you when they don't have everything they need. With experience you can "prime the pump" and avoid the frustration of multiple record submissions, but you STILL need to call them and get them to confirm they NOW HAVE EVERYTHING THEY NEED. Once they make that acknowledgment the checks come pretty quickly. Actually I don't think 3 weeks is out of line at all to settle a claim. As long as I'm not on the hook with my credit card company for a lot of $ before Pet Plan settles I'm ok with them.

So yes, it's a bit of a drawback that you have to walk them through the claims process and the first time you do it you will almost certainly fail to send them something they want to proceed. But once you are on the same page with them, I believe they live up to their claims of superior service and coverage. In a world ruled by bureaucracy they are far from the worst offenders.