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My dog, Wolfgang, had a disc rupture in his spine last year. Days after the first vet visit and initial treatment, things rapidly deteriorated. He was now paralyzed in his rear legs and we were instructed to take him to a facility that could perform emergency IVDD surgery to release the pressure on his spine. This was my puppy-- he'd been there with me through college, my wedding, and everything in between-- and now I was faced with a decision I'd never thought I'd have to make. Do you go ahead and perform a surgery that costs far more than you can afford? Or are you going to lose your best friend tonight? We had pet insurance on him (very fortunately!) but even then, what if this doesn't pan out? What if he doesn't pull through and we're stuck with a huge bill? We'd never used our pet insurance before, so we weren't exactly sure what to expect, but we rolled the dice, not knowing that ASPCA was stacking the odds in our favor the whole time. Wolfgang's surgery was successful. The rupture was contained, and the pressure on his spine diminished. We brought him home from the hospital a day later to begin the long journey of recovering. Then came the worst part-- now we have to make a claim and find out where we stand financially. My stomach sank when we clicked the submit button-- what if they don't cover any of it? What if Wolfgang never recovers and the insurance doesn't come through too? Did we make the wrong call? Well, if you couldn't tell by the title, it turned out to be one of the most pleasant experiences of my life regarding an insurance company. ASPCA made it easy to file Wolfgang's claim, and they kept us posted on the claim status the entire time. Within about a month, we were reimbursed for almost all of the surgery. It saved us financially, and moreover, it saved Wolfgang. He is still in recovery, and there's a chance he'll never regain use of his rear legs, but he's alive, inspiring, and one happy pup!

Annie our new dog dislocated her hip 2 days after the illness period was over. I was concerned that the claims wouldn't go through and was not surprised to see the claim denied. I was surprised to see the reason why they had the claim denial reason as patient has not passed the 14 day illness waiting period. Dislocated hip as an illness? I called embrace they had me leave a voicemail for someone in claims. Who promptly fixed everything the next business day and the claim was approved. The reason for the issue something about a glitch in the system. The follow up claim for recheck radiographs was initially denied again....the reason being was listed as foreign body not recheck radiographs. I had to call again the claim once again was approved and we were got our money. So if you have them as your pets insurance provider question everything. Call them if you think something should have been covered. Talk to a claims adjuster the main number is staffed with non veterinary people. Each claim was approved we got there in the end but only because I questioned them .

Since I am new to PetPartners, it is very beneficial to be able to ask questions to a live person directly to better understand my EOB. Very courteous and knowledgeable customer service. Thanks!

It is disappointing that the customer has to do the work for the insurance. When insurance isn't getting responses from the veterinarian, it seems checking the contact information would be the first step, rather than putting it on the customer.

We have had ASPCA pet insurance since my spaniels came to me in 2011. Recently, my boy Triton got into a dead, rotten rabbit and went into gastric distress. After 24 hours on IV fluids and two sets of x-rays, he was released back home and recovered in a few days to his normal happy self. Within about 4 days of filing the claim, ASPCA deposited the appropriate insurance reimbursement into my account. As always, they called to check on my dog. Their service is timely, claims are easy to file online, and their considerate staff makes me feel like a valued customer. I encourage other pet parents to maintain insurance on their pets and I highly recommend ASPCA.

It was a quick process in setting my dog up with pet insurance. When I made my first claim the process was quick. My claim got processed within 2 days and I was able to see a break down of the return which was great. Overall, I am very happy my pet is ensured with pet plus us. Highly recommend them to others!

I was told exactly what I needed to know and given additional helpful information. I am quite pleased with the help I received.

Jennifer was great she resolved my situation and was very pleasurable to talk with.

you pay what you say quickly and I love that you will pay the vet clinic directly

Your system to submit and process claims is so smooth and quick. WE are missing one of the responses... as I submitted four claims this last round. Can you please let us know the status of Claime #2953265. Thank you