Customer Service
Find out how pet insurance companies treat their customers. These reviews highlight the quality of support, communication, responsiveness, and how well companies resolve issues for pet owners.
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Where to start... I have two dogs enrolled with Pets Plus Us. One dog is 7 years old and has been enrolled since 8 weeks. I have rated Pets Plus Us a 8 out of 10 for him. The underwriting was quick back in 2015, claims were quick before they changed underwriting companies about four or five years ago. Things have really changed since then. Now to the review I am here for.... I have a puppy (currently 4 months old) who I enrolled a little early (at 6 weeks - one week early) and the website didn't prevent me from enrolling a week early nor did it flash a message telling me I was a week early. After the free month and having paid for the next month, I reached out to find out what was happening with the underwriting as they sent me an initial policy and even in that email no one said I was a week too early. When I made the call, it was then that I was told I enrolled to early and they would have to change my enrollment date but that I had already satisfied the waiting periods so would not have to start over completely (which was nice). I asked about the underwriting and was told they would put a note on my file to try to speed it up since I had already waited a month. I was told I would get a refund for the month I paid and they would change the enrollment date and retake the amount for June and July. Fair enough. A day later, I called to make sure everything was in order. I was told that it would speed up the process if I could get the breeder's vet information to get their files on the puppy. No one mentioned or asked for the breeder's vet files before (not in the previous month and a half). I am the one who has initiated all communication to try and get the underwriting done so I know what is and is not covered so there are no surprises. They have had my vet's initial puppy visit file since June 7th. Between June 7th and July 7th (an entire month) they never contacted about breeder's vet information. July 7th is when I spoke to a very nice lady who was the one who told me to get the breeder's vet information to speed things up. It was sent the same day. It is now July 26th and I am still waiting for the underwriting. For a company that says they are upfront about exclusions, it is pretty hard to trust that statement when they can't even get the underwriting done in a reasonable amount of time. I understand the pandemic has made thing very difficult and there is not enough staff, and therefore understand that timelines are extended but when I have reached out several times and each time more is needed and I have already paid for two months nearing a third month, I need to be able to make a decision to continue with the insurance or cancel it and the underwriting is a big piece of that decision. Further, when it is me initiating the communication to try and get things moving and the underwriting done, it is very frustrating. I sent an email five or six days ago and another to follow up yesterday and still am not getting any response. As things stand right now, I would not recommend this company.
Insurer: Pets Plus Us
By: Tara
Awesome
As always quick and courteous
Insurer: Trupanion Canada
By: Cedric
Excellent service
Excellent service
Insurer: Trupanion Canada
By: Bonnie
I would highly recommend pet owners to purchase pet insurance with Trupanion.
I would highly recommend pet owners to purchase pet insurance with Trupanion. They are quick in response time with claims and provide direct billing to the veterinary clinics.
Insurer: Trupanion Canada
By: Paulette
Millie an Me
Megan was very helpful answered My question so I could understand, she made me and my dog feel important and not a paycheck.
Insurer: Trupanion Canada
By: Cindy
Quick fast and clear
Quick fast and clear
Insurer: Trupanion Canada
By: Jose
reliable service and a brand I trust
reliable service and a brand I trust
Insurer: Trupanion Canada
By: Catherine
TPLO surgery on Myah Rose
Trupanion did what it said that it would do and I am grateful that I had the right coverage for my dog when she was a puppy with no issues. I never imagine that I would have to have a TPLO at her age but it did happen. I am hoping that she will be back to her old self and walking as she used to on her leg.
Insurer: Trupanion Canada
By: Marlene
Your people and services seem to be second to none
Your people and services seem to be second to none
Insurer: Trupanion Canada
By: Tom