Petplan Insurance Reviews: Is Price Everything?

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Pug with bone in mouthPetplan was our #1 pick for pet insurance for several years in a row due to its outstanding customer service, excellent coverage and low prices. However, competitors stepped up and offered more coverage for less money, pushing Petplan down to third place. In 2016, Petplan changed its underwriter, which caused a whirlwind of complaints from existing customers. Complaints revolve mainly around premiums increasing drastically and in some cases even doubling for existing customers. Why do we think Petplan still deserves your consideration as a pet insurance provider? Read our review to see why you should still consider Petplan, especially if you are a new customer.PetPlan

Visit Petplan’s Website
Call: 800-237-1123

Review Overview

Policy Coverage
Customer Service & Reputation
Timeliness of Claim Payment
Price of Policy

4.06/5.00

Petplan has few exclusions in their policies but overall they're a great pet insurance company. Why aren't they higher in our top three? Ultimately, it came down to price. Healthy Paws and Pets Best offer similar coverage and typically Petplan is more expensive than them. The change in underwriters in 2016 raised prices for current customers, which has increased some complaints for Petplan resulting in a lower Customer Service & Reputation score.

Petplan Changed Underwriters

In the insurance world, a third-party underwriter ensures the policies are financially sound and can be fulfilled should a claim be filed. Petplan is underwritten by XL Specialty Insurance Company (XL Catlin), a global casualty and property insurer group with a great reputation and an A+ rating from S&P Global Ratings. This new relationship (launched June 1, 2016) allows for more flexibility in creating policies that are unique for each pet and pet parent’s needs and budget. However, premium pricing has climbed since this introduction of these new policy options.

In previous years, Petplan was among the least expensive pet insurance providers. Now, Petplan is priced more toward the middle. This isn’t as big of an issue for customers who are new to Petplan, however, existing customers were hit pretty hard. If you skim the comment thread below, you’ll read numerous complaints about premiums increasing drastically for existing customers. Why don’t these customers just change insurance carriers? Unfortunately, many of these pets have pre-existing conditions, so if they changed insurance providers their illnesses would not be covered. This has put pet parents in a tough situation financially.

What is Covered by Petplan?

Here is a list of services that Petplan does and does not cover as of April 2017.

Covered by PetplanNot Covered by Petplan
SurgeriesPre-existing conditions
HospitalizationVaccinations
CancerRoutine teeth cleaning
Prescription medicationsSpay/neuter procedures
Diagnostic treatment and testing (x-rays, blood tests, imaging, etc.)Wellness visits (preventive care exams or office visits)
Injuries & accidents
Illness
Non-routine veterinary exams & visits, including specialists & emergency
Hereditary & chronic conditions
Dental (non-routine) treatment
Congenital conditions
Emergency care
Alternative treatment
Behavioral therapies (optional coverage)

Should I Insure My Pet with Petplan?

With so many pet insurance providers available it can be difficult to distinguish one from another. Let’s look at why Petplan might be the right insurance solution for you and your furry family members. But, before you choose just one company, be sure to run price quotes with our top three companies or ALL companies that meet your criteria to find the best coverage for the best price.

Hip Dysplasia Coverage

Hip dysplasia is one of the most common hereditary conditions found in nearly 100 breeds of dog (from little Pugs to large Labrador Retrievers) but it is most common in large breed dogs, affecting 1 in 5. This common ailment can cost pet owners anywhere from $1,200 (yearly) to $15,000 to treat depending on the severity and course of treatment selected. Petplan covers hereditary conditions such as hip dysplasia as long as there were no signs or symptoms prior to the policy or during the 15-day waiting period.

Pet Exam Fee Coverage

In the event of an accident or illness your veterinarian will want to perform an exam to fully assess the health of your pet. Depending upon the pet insurance plan you have in place for your pet, this exam fee may or may not be covered. In the case of Petplan, vet exam fees for unexpected emergencies are covered by policies. This Pet Plan insurance feature also ensures that exams performed by veterinary specialists are covered under the policy.

Petplan Enrollment & Transaction Fees

Pet Plan has an enrollment fee of $25 (in most states) and backs it up with a 30-day money back guarantee, so long as no claim has been filed in that 30-day period. Only a few companies in this category charge a one-time enrollment fee. Additionally, Petplan charges a $3 transaction fee. Other pet insurance companies have no transaction fees or it is lower than $3.

Pros

Cons

  • There is a 5% discount for users purchasing their insurance plan online
  • Customizable plans (monthly cost adjustable based on coverage amount, deductible and reimbursement selections)
  • No lifetime or per condition claims limit
  • BBB accredited with an A+ rating under their incorporated name, Fetch, Inc.
  • Claims are typically paid within 5-14 days although they allow up to 30 days
  • App available to support claims via iOS and Android
  • Complaints from existing customers of premium increases being drastically higher than competitors
  • In order for coverage to apply you must take your dog to the vet within 48 hours of noticing symptoms of an illness or injury
  • A number of policyholders complain that Pet Plan delays payment on claims (often due to a short upfront waiting period as a new customer) and requires extensive proof of treatment documentation
  • Dogs must have annual health and dental check ups in order for coverage to be applied. Failure to do so may mean your dog won’t get insurance coverage until that check up is done.
  • Only covers CCL (ACL) on a second leg if the first leg remains healed for 12 months
  • Customers state (and our sample quotes show) it is more expensive than Healthy Paws for unlimited annual claims
  • No wellness plan
  • $3 transaction fee and $25 one time fee

Coupon Code

Use coupon code CanineJournal to receive an additional 5% discount (10% total if you sign up online). Alternatively, if you call 800-237-1123 you will automatically get the additional 5% discount! You can also visit our dedicated Petplan promotions page to discuss current offers.

The Cost of Petplan Pet Insurance Policies

The cost of your Petplan pet insurance policy varies depending on a variety of factors such as the plan you select, the deductible you choose and the reimbursement percentage of your plan. As a client of Petplan you are able to customize your Petplan coverage to suit your needs.

Annual Coverage Allowances

As mentioned, there is an option to choose from a wide range of coverage offerings by Petplan. Your annual coverage limit can start as low as $2,500 but the upper limit is truly unlimited. The higher the limit, the higher you should expect your price to be for the premium. Keep in mind this is the max amount that Pet Plan will pay out to you for any vet bills in any given year so make sure it is high enough to cover the financial and physical risks you are hoping to insure against.

Reimbursement

As with human insurance plans, Pet Plan pet insurance plans come with a variety of reimbursement options. Depending upon your financial means as well as your pets overall health, you may choose a higher or a lower deductible plan. Currently, Petplan offers 70%, 80% and 90% reimbursement plans. A plan with an 80% reimbursement means that the insurance plan will cover 80% of the cost of an incident and the policyholder will pay the remaining 20%. Please keep in mind that with all pet insurance plans, the current norm is for pet owners to pay the full vet bill but then submit your claim to the insurance company to be paid back at your policy’s reimbursement level.

Deductibles

Regardless of which of the Petplan Insurance coverage and reimbursement rates you select, you will also have the option to select your deductible. There is a range of deductible amounts to choose from, ranging from $100 to $2,500. These deductibles can be applied on an annual or per condition basis for your pet. This means that if your pet has two veterinary visits for the same condition within the policy year you will pay the deductible for your policy only once for this condition – even if you file three claims for the same condition. Deductibles are taken after your policy co-pay has been applied.

An Example of a Petplan Insurance Claim

Assuming that you purchase a plan for your dog with a $10,000 annual coverage limit, $100 deductible and 90% coverage, let’s take a look at a potential claim filing.

Your dog has just broken his tooth and requires dental surgery. Under your plan your dog is entitled to $10,000 in reimbursement, but this does not mean that if your dog’s tooth extraction costs $10,000 that you will receive this amount. Specific conditions under your plan receive policy limits—the maximum your dog’s policy will pay out for a particular condition or procedure. Let’s assume your dog’s tooth extraction costs $400 and under your policy that full amount is covered. Petplan will pay 90%, after you pay your $100 deductible and the 10% that you are responsible for over an above the 90% deductible insured by Petplan. In this example, Petplan will reimburse you $270 for the tooth extraction.

Compare Pet Insurance Costs

Get personalized price quotes from three companies when you fill out just one short form or visit our Pet Insurance Quotes page to see how the cost of Petplan stacks up against the competition. Below are some sample quotes we’ve obtained from Petplan. Quotes are from April 2017.

BreedLabrador RetrieverEnglish Cocker SpanielGerman ShepherdYorkshire TerrierYorkshire TerrierYorkshire TerrierMixed Breed Cat
Age2 years8 years4 years6 years2 months2 months2 years
LocationFlorida
(zipcode: 33134)
Illinois
(zipcode: 60290)
California
(zipcode: 90001)
New York
(zipcode: 10001)
New York
(zipcode: 10001)
Illinois
(zipcode: 60290)
Washington D.C.
(zipcode: 20001)
Price Per Month$88.5895.88$53.69$133.97$55.22$27.96$31.35
Reimbursement Level80%70%90%90%90%80%80%
Annual Deductible$200$500$500$100$100$200$250
Annual LimitUnlimitedUnlimited$2,500$15,000$15,000$5,000Unlimited

Petplan Insurance Reviews

Want to know what real customers think? Read these positive and negative Petplan reviews to give you a better understanding of their customer service.

Positive Reviews

PetPlan had the best reviews when we decided to go with their plan when we got our Lab puppy last year. Our local vet was skeptical, saying that the only people in our part of rural Vermont that had pet insurance were owners with show dogs. We haven’t had to use the insurance– hope we never have to– but when the rates changed this year, they made sure we were properly informed by mail and Blair G., our PetPlan agent, worked with us to craft a new policy that was right for us. There are lots of pet insurers out there but customer service is always important to me and PetPlan, so far, as provided the best. – Christine D., Yelp 4/4/2017

hi we r fairly new to the petplan ins. i had lots of questions. and we have adopted and rescued many dogs. we now have 3 and we have realized we need petplan more than ever. i want to give a big shout out to BLAIR! she has been so helpful with our decisions on the ins that best fits our dogs now. its people lime Blair who truly make this ins co. work! GOD BLESS you Blair, marion and john castroff – Marion C., Trust Pilot 4/20/2017

Negative Reviews

Be careful pet lovers when you get insurance for your beloved 4-legged baby. All of them will claim they give the best coverage, convenience in payment etc,etc… Be very careful and diligent when you have the monthly payment scheduled for them to collect thru your bank. Been with GOPETPLAN for years only been paid back for 2 measly claim, but found out I’ve been charged 3 times for a particular month. Now I’m trying to check all my bank statements going back as far as I can get. Their excuse, computer glitch. UNACCEPTABLE !!!! They have the guts to tell you, if you cancel now, you wont be able to re instate …w/o condition this, condition that…. – C.D., BBB 10/26/2016

They are responsive via chat but my first experiences with claims have been awful.  It took weeks for them to decide to deny my claim, and the reason they gave was completely wrong.  When I rescued my dog, he was up on all shots and de-worming and had a clean bill of health. Weeks after I purchased my PetPlan Insurance, I noticed a worm in his stool. We went to the vet and he got medication for it, and the worms went away. Great.  So I submitted the claim for the meds and it was denied for “pre-existing condition”???  Hugely disappointing.  Starting to think that these guys are just like every other insurer – happy to take premium payments and then will do anything to not payout anything even when submitted honestly and in good-conscience. – TJ G., Yelp 4/17/2017

Which Pet Insurance Plan Is Right for You?

Although there are only three coverage plans available to pet owners via Petplan for their pet’s insurance coverage, there are also three options for co-pay and three options for deductible cost. This combination provides a much larger number of possibilities when it comes to providing for your pet’s medical needs. There are a number of factors to take in to consideration when deciding which Petplan health insurance policy is the best for you and your dog.

Consider Cost & Coverage

When talking pet insurance, the question we most often hear is, “How much does that cost?” Yes, pet insurance is an added monthly expense, but one that can save you significantly in the event of a major health issue. Chances are, over the course of a pet’s average 7-12 year lifespan, your pet will have at least one medical incident or health issue. (Consider that many dogs and cats now live well into their teens!) The right question to ask yourself: “Are you getting the right amount and kind of coverage for your pet within your budget?”

The Maximum Benefit

While customer satisfaction rating is a big selling point for many pet owners when it comes to pet insurance, it is also important to consider which provider and which plan provides the maximum benefit for cost. If, for example you have a dog that is fairly young and generally healthy with few hereditary concerns, you may feel comfortable with a lower coverage plan with a higher deductible and a lower co-pay percentage. If, however, you have a dog with a chronic condition such as skin allergies or diabetes, you may find that the higher coverage plans are worth your investment based on the number of medications or treatments your pet requires.

Veterinarian Acceptance

While human medical insurance companies only work with certain practices or doctors, pet insurance works differently. There are no “in-network” or “out-of-network” issues to worry about, and you don’t need a referral or approval to see the licensed veterinarian of your choice. The client (you) pays up front for the full cost of the veterinary services and then files a claim directly with Petplan. This claim is processed and the client is reimbursed directly by Petplan. If you have questions about your coverage, call Pet Plan to see if you’re covered before a (non-emergency) procedure or treatment is done on your pet. Bottom line, aside from providing you itemized receipts to file claims, your vet’s office will probably have very little to do with your pet insurance provider.

What is Your Dog Eating?

Worried about what your dog is eating when you’re not looking? Perhaps Petplan can help you feel more protected. Check out this video below, this dog loves to try everything!

Why You Should Get Pet Insurance for Your Dog

Visit Petplan’s Website | Call: 800-237-1123

Ultimately, whether you choose to use Petplan for your dog is up to you; however, here at Canine Journal we always advocate some form of insurance. Did you know 41% of pet owners are worried they wouldn’t be able to pay for their pet’s emergency medical bills? Pet insurance helps to reduce out-of-pocket expense when any significant medical event occurs in your dog’s life. None of us ever plan for these unexpected events to occur but pet insurance offers a peace of mind when they do happen.

Do you have pet insurance today? Why are you considering Petplan?

Disclaimer: Information regarding insurance company offerings, pricing and other contract details are subject to change by the insurance company at any time and are not under the control of this website. Information published on this website is intended for reference use only. Please review your policy carefully before signing up for a new pet health insurance contract or any other contract as your unique circumstances will differ from those of others who may be used for example purposes in this article.

Growing up, Kimberly used to get the sniffles when she was around dogs. Thankfully, she grew out of her allergy and is now able to play and snuggle with dogs as much as she wants! She adopted Sally, a four-year-old hound mix, in early 2017, and at the end of 2017 she adopted Kopa, a one-year-old treeing walker coonhound. She and her husband are loving life as pet parents.

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126 Comments on "Petplan Insurance Reviews: Is Price Everything?"

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Joan G
Joan G
Petplan Insurance’s underwriter (since late 2016) has no integrity. My dog’s 2017 policy (then 7 yo ) was renewed at a premium increase of 39%. Our 2018 premium has increased an additional 24%. It used to be a great company. Without going into stories, now only its legally binding commitments seem to be honored. it’s really too bad. I used to refer all my friends..would never do so now.
Christina S
Christina S
Petplan calculates the co-pay percentage BEFORE taking off the deductible… (which makes no sense as I am paying 100% of the deductible) so they have much less to pay at the end. Petplan uses creative accounting to avoid paying the amount they are obligated to pay. Not to mention the premium increases, and the months it can take to process a claim. I would 100% NOT recommend them.
Bret Friedrich
Bret Friedrich
I think this review is highly misleading. Petplan is a gret insurer while they are collecting premiums but as soon as the time comes to honor a policy and make a payment on a claim they become what we in the industry call a bad faith insurer. They fail to communicate, stall and delay and then make up phantom pre existing conditions that leaves your veterinary team scratching their head. You are doing your readers a great disservice recommending in anyway such a dishonest insurer. I urge you to reconsider this review and talk to actual policy holders that have had to go through Petplan’s nightmare claim process.
Robert Z
Robert Z
PetPlan has a Plan!

Been member of PetPlan for 4 years and have had opportunity to use it 4 times. This is what i experienced;

1 = If the form is correctly filled in and all the i’s are dotted and the t’s crossed; and it is not an excluded procedure than you will get a refund of up to but no more than 80% or less depending what is included and excluded. BUT;

2 = The refund will be in the form a cheque which means;
– it has to be ‘raised’
– than it needs to be posted
– than it needs to be delivered
– than it needs to be taken to the bank
– than it needs to clear
Although PetPlan withdraw the monthly payment from your account the categorically refuse to refund electronically. So no matter what, after the stress of your puppy or pussy needing medical attention than you have all the extra work of having the vet fill in a special form and than you fill out more info and than all the running about with the cheque. I avoid going to my bank like a bad cold; the only time i do is to go to the teller machine to deposit my PetPlan cheque.

3 = PetPlan believe that they can increase your payment by over 85% without explanation or due process. Our two pets cost us monthly each $67.92 that is a total of $125.84 per month making it $1510.08. They increased the regular deduction to $126.89 per pet per month making a total yearly cost of $3045.28. That is an increase of 201.66%. Not even our politician would allow themselves such a pay raise. No explanation, no reason.

Shame PetPlan, Shame!

Donald F DeLany
Donald F DeLany
Petplan Pet Insurance will gladly take your money, but if you have a claim it is highly unlikely to pay. Had a insignificant mole on my dog 5 years ago. Decided to have a biopsy on it due to changes, then Vet said we should remove it since it had some spindle cells. Thankfully it was benign. But Petplan did not allow the claim saying it was a pre-existing condition, even though the Vet sent a letter letting them know that when it was examined 5 years ago there was no reason to believe it was a problem. Do not buy their insurance, you are better paying it out of packet then the $1300+ per year I paid for 3 years.
Keyai - Petplan Community Manager
Keyai - Petplan Community Manager
Hi Donald, I understand why you would be frustrated with a denied claim. I’m not sure if you already appealed the initial denial of your claim to allow us the chance to take a closer look at all of the medical records for your pup. If you would like to speak to a Petplan team member to review this claim again, please email us at socialmedia@gopetplan.com with your phone number and policy number so we may review and then follow-up with you.
Shelley
Shelley
I just had to make the horrible decision to put our beloved 5 year old golden doodle down in the wee hours of Monday morning because I couldn’t get a hold of any representative. I tried numerous times and left messages to call back ASAP of an urgent nature as well as the nurse at the emergency animal hospital. It is now Wednesday and I still have not received a call back. Our boy had a twisted stomach and with a quote of $10,000 – if there were no complications – surgery, I had to have confirmation of coverage. But because of the urgency of timing I had to choose otherwise so my boy wasn’t in any more pain. I will never recommend this insurance company to anyone.
DIANN MCBEE
DIANN MCBEE
You have not checked with policyholders lately! Company changed underwriters and premiums as well as coverage and deductibles are very bad. I have older pets with health issues so pre-existings keep me from changing, but I would if I could.
Kim
Agreed! Just got our letter that our deductible and premium are going up significantly and our reimbursement is going down. I’m furious, but stuck due to pre-existing condition. I suppose this could have with any company. But I expect more from Petplan who claims to care so much about their clients and their pets.
Keyai - Petplan Community Manager
Keyai - Petplan Community Manager
Hi Kim,
I understand your frustration with your premium recently increasing. In some cases we have been able to identify options to bring the monthly cost down. Please email us at socialmedia@gopetplan.com and I will have a Petplan team member review your policy to determine if there is a savings opportunity available to you. Please email us and provide your phone number and policy number so we can take a closer look at your options.
Daniel
Daniel
Hi, Kimberly,
Thanks for the detailed review.
Just wanted to make a comment about pet insurance.

It looks like Canine Journal and you have connection with pet insurance company.
Could you please recommend to them that they need a better policy of covering pre-existing condition if the new customer has proof that they had pet insurance coverage on the pet?

Because of the Petplan’s recent price increase, I would like to move to a different company such as Healthy Paws. But I can’t since it would mean that my pet’s knee issue wouldn’t be covered by the new insurance although he was only diagnosed with Grade I luxating patellas a few years ago and didn’t need any specific treatment for it so far with no sign of further degradation. But for the new insurance company, regardless of how mild the symptom was it showed that “any symptom” before the insurance started. So they will deny any claim for luxating patella. At this point, I’m stuck with Petplan if I want any coverage for the knee. I think Healthy Paws and Pet Best are missing big opportunities to poach customers from Petplan.

I also think they need to be a little more lenient with their 30 day vet visit for new customer if they can prove that they had pet insurance on the pet and get routine checkup regularly. I had my pet checked up 3 months ago, and it’s ludicrous for me to go to the vet again just because I decided to change pet insurance.

Pet insurance industry has to step up. The industry is in such sad state where once you find even the most minor symptom of a problem, you are practically stuck with that insurance company forever if you want any coverage on it.

The industry has improved tremendously in the last decade, but it definitely needs more improvement. I wish Canine Journal could address this problem. Thank you.

Carlos
Carlos
I had good experience with PetPlan for the last seven years but they changed underwriters this year and as a result they increased the annual premiums for my two dogs (who are now 10 years old) by 100% from $973 per dog to $1977 per dog, while simultaneously reducing the coverage (higher deductible and less % reimbursement). I did not get a satisfactory response from PetPlan about why the increases are so huge and I am shopping for new insurance. I think it is terrible they would do this to longstanding policy holders who may now have older dogs that need insurance protection more than ever. I am actually finding that many reputable pet insurance companies offer comparable coverage at not only a lower price than the outrageous new premium but even to the previous price.
Petplan Insurance
Petplan Insurance
Hi Carlos, first off, thank you for being a member of our pack for seven years. That means a lot to us. I can definitely understand how the premium increase impacted you, and for that, we are truly sorry. As you’re aware, earlier this year we had to seek out a new underwriter – one who is as committed to pet health as we are and one who will continue to pay our policyholders’ existing claims, including those with chronic conditions. The underwriter move required us to make some tough choices and trade offers: it allowed us to introduce a number of policy enhancements, but it also required us to remove the 100% reimbursement and $50 deductible options, as well as adjust the cost of our premiums for some of our policyholders. These were decisions that were not taken lightly, but ones that were necessary to ensure coverage for pets like your older dog for years to come. I would welcome the opportunity to discuss these changes in detail with you, if you’re willing. Please give us a call at 1-866-467-3875 at your earliest convenience, and thank you for listening.
Abby
Abby
This is exactly what happened to me too. My dog is 15 and a half and I have had Pet Plan for many years. This year, they more than doubled her premium and quadrupled the deductible. This is an incredibly crappy thing to do to a long time customer with an elderly dog, just as that dog is in her most vulnerable stage of life. If I had known this would happen I never would have signed up for Pet Plan ten years ago.
Wayne
Wayne
i just had to use this for the very first time and as many probably are i was beyond devastated. My favorite was struck down with cancer in the spine out of nowhere. 10 days in a specialty hospital ran me a bill of approx $16,000.
i was in contact with Pet Plan after day 2 and started organizing my paperwork and there was no greater feeling than telling the doctors “do everything you can for my little man as i have insurance on him”.
Pet Plan covered 100% of what they told me from day one and i was able to get two more weeks of love from my little guy before he took a turn for the worse and had to send him over the rainbow bridge.
Henry Triplett
Henry Triplett
This pet insurance is horrible. They will use anything to place the claim in a “chronic” criteria in order to deny a claim.
Rachel Chiu
Rachel Chiu
I’d normally rated Petplan 5 stars until I received my renewal paperwork. They increased my annual premium for about $700, and the deductible increased from $50 to $300.  We’ve been with Petplan for 8 years, and I am always happy with their service, so with this changes, is truly a disappointment…
Sarah
Sarah
DO NOT purchase PetPlan. They are in the business of DENYING claims.

I adopted my dog Theo, about 2-3 years old, on December 3, 2016 from a local animal shelter. Theo had been to the vet, was neutered, microchipped, vaccinated, and on antibiotics for a rash. Besides being underweight and the rash, nothing else was known to be wrong with him.

A few days later (12/8) I took him to a vet closer to my house to get him checked out a second time, just to be sure he was okay. He had a bit of a cough, and they treated him for kennel cough with prednisone. Kennel cough can last about 3-4 weeks.

The new vet scheduled him to get bloodwork done and to be heartworm tested so he could begin preventative treatment (you cannot give dogs heartworm treatment safely without first testing them).

I purchased veterinary insurance from PetPlan on December 13, 2016. On December 14, 2016 he was given the heartworm test so that he could begin prevention treatment, and on December 15, 2016, he came back with a positive result for heartworms.

The shelter offered to treat Theo at no cost through their vet. I made no claims through PetPlan for this. The shelter treated him for two months with doxycycline, prednisone, and preventative medicine to prepare him for immiticide treatments at the end of February. He was kept on strict rest, not allowed to run or play with other dogs, and had restricted exercise.

On February 10, 2017, Theo stopped eating, and became very lethargic. His urine started to darken and turn to a dark red, and his gums were very pale. (These signs and symptoms began February 10, 2017, outside of the 15 day waiting period for PetPlan). I took him to the ER vet, and they recommended to get him tested the next day by my primary vet. The next day, February 11, 2017, I took him to my primary vet, where he was evaluated and sent to a nearby Animal Hospital. The hospital did many diagnostics and determined he had caval syndrome – he had so many worms that they clotted and got stuck in his pulmonary artery. The only options for Theo’s treatment were an emergency surgical removal of the heartworms or euthanasia.

I called PetPlan with this diagnosis (February 11, 2017), asking about coverage. The representative said they would need to see records that he had been taking preventative medicine for 12 months in order to cover this surgery. I told them I had only had Theo for 4 months and they told me to fill out a pre-authorization form. Despite this, I needed to make a quick decision, and I chose the surgery, as I believed this situation, while caused by the heartworms, does not happen in every dog with heartworms and could therefore be covered, at least in part by PetPlan. I think Theo deserved a second chance at life and did not want to put him down. I now also believe PetPlan would not have covered the euthanasia, had I chosen it.

PetPlan has covered 0% of my bills: none of the emergency examinations, none of the diagnostics, and definitely not the surgery. They are claiming that he had a preexisting condition and that he had signs and symptoms within their “15 day waiting period”. However, the vet confirmed with a letter to PetPlan that at the time of purchasing insurance (12/13), Theo had been diagnosed with kennel cough. The cough would have been the only symptom that was showing at that time, and it was not yet diagnosed as being heartworms until 12/15.

I could not have prevented Theo’s heartworms, I could not have predicted he had heartworms when I adopted him, I assumed he had been tested by the shelter, and I did everything I could to get him better and to get him on the preventative medicine.

I believe PetPlan is using semantics to avoid paying for any of my bills, and I do not think it is fair or justified. They will not even give me the premium I paid despite covering 0% of anything during the time I was “covered.” What is the point of pet insurance if not for times like these? They might as well say, “don’t rescue dogs because we won’t cover them.”

Tom Schneider
Tom Schneider
Just received notice that my golden retriever “Champ” was denied coverage to have his patella surgery covered. He did have his other leg operated on last July. We purchased pet plan to avoid this type and any other type of situation being as devI stating financially again. To our surprise we were declined do to 6 month waiting period (witch we exceeded.
This is wrong and this Pet Plan is a scam that I do not recommend purchasing.

Tom

Nancy Collins
Nancy Collins
Petplan is the sorriest insurance on the market. Any pet insurance that basically tells you and your vet they do not care that your pet may die is definitely not tops to me!
Sandra Daley
Sandra Daley
I was with Pet Plan for 9 years insuring Rhonda and then added Aurora to the pack insuring her for 2 years. Dropped both plans when they expired because on the new underwriter resulting in unreasonable increases in premiums, higher deductibles, and less reimbursement on claims. It is too costly and I cannot justify keeping the insurance. My highest claim was $2000. In just one year I will save nearly $3000 by NOT paying the new premiums for 2 dogs. That is money saved every year that can be applied for future medical or surgical care if needed. No more Pet Plsn for my dogs.
PNS
My less than a year old pup had TPO surgery on her hip. I called to make sure PT was covered and was told it was. They told me everything pertaining to getting my pup healthy was covered. I asked if a vet had to perform the PT and was told nooooo, go to anyone you want, it doesn’t matter. So I did.

After submitting the claim on 2/17, I called and followed up on 2/23, as in the past they have claimed to have not received the emailed and faxed claims I’ve sent in.
I spoke to a supervisor, as my claim was denied via letter in the mail. I asked them to pull the call and they can hear I asked all the correct questions, and was given bogus information, and that I based my decision on the misinformation I was given, and now I’m being penalized.

Have called and emailed 2-3 times a week since then and was told by a supervisor today, who shouldn’t be a supervisor, they are still trying to find the call. I was told on 2/23 by another supervisor they had they call…get your story straight PP.

I received a renewal in the mail for my pups’ plan, and the price has gone up 100%, reimbursement from 80% to 70%, deductible from $200 to $500 and coverage from $15 k to $10k- really PetPlan? They said it was b/c of her age, which will be 1 year at the time of renewal. They denied it was b/c I filed a claim, which I totally think is the reason.

Jean
Jean
I WAS absolutely thrilled with PetPlan for years – great prices, great coverage and great customer service. Last summer they changed underwriters and my premiums and deductibles shot way up, but even more disappointing for me was the hit customer service also took. Customer service is now poor – my pet had surgery 2 weeks ago and just now they’re requesting additional documentation. I used to get claim checks in as little as a week – definitely within two weeks. I get error messages on a regular basis now when trying to log on to their website and have to try again later. When their premiums and deductibles skyrocketed they sent me a letter telling me what a great deal this was for me. They also changed the way the premium payments are handled when the policy resets each year – but they did this with NO notice. When I called to complain customer service had the worst explanation for why this was happening. The whole process of switching underwriters was handled horribly. I can’t switch insurance companies because both of my pets have pre-existing conditions that wouldn’t be covered with someone else. I have no idea what happened to this company overall but it makes me sad, I still believe that pet insurance is a necessity, but now I tell everyone who asks do NOT go with PetPlan, find someone else.
DAryle H
DAryle H
If you have this insurance, like me, unfortunately you will have to change (unless for you money is no object). Like others change in underwriters has meant at least a doubling of premiums for the same coverage. I have a young dog so not a huge issue but for those with older animals who have been loyal customers, what a shame. Canine Journal, you hav got to adjust your formula for rating pet insurance and o account for this otherwise I think your credibility is “highly” questionable. I noticed one of your other top 3 companies also has a similar issue…really, come on!
Slyster
Slyster
I’m assuming you are referring to Pets Best. Ironically, I was with Pets Best when they changed their underwriters a few years ago. Two of my seniors plans went up over 100%…more than doubled. I purposely went out to look for a company who didn’t change underwriters: healthy paws,petplan, and Trupanion for my young dog whose plan went up about 50% In the end, I chose PetPlan and I’m paying for it now. Two years later and we were hit with the steep increase as well. I will say this about Pets Best…I have been dealing with them for a few years and I find their customer service exceptional. Receiving payments in 1-2 weeks became the norm for me. Never disputed any claims and yet I have had one claim already disputed with PetPlan. They ended up correcting it and did pay it out. One of my senior pets who I had to keep with Pets Best got cancer and they paid out very timely. I liked them so much that I took one of my cats and moved her from PetPlan to Pets Best. I couldn’t move her brother because he now has a luxating patella. Her policy ($191) is unlimited coverage compared to her brother’s plan of a limit up to $15,000 ($258). Three years ago, I was screaming about Pets Best. I’m highly disappointed in PetPlan…big time because in the end, it was their loyal customers they hurt. I can just imagine how many have left.
Andrei B
Andrei B
I have been a loyal Petplan employee for 6 years now. I recently found out that they are changing underwritters and my existing coverage which costs me $1.2k/year will now cost me $2.8k. This is a completely unreasonable increase. I did some calculations and with their new plans, my 11 year old dog would need to be 4 years old to receive the same coverage at the same price. This is especially troublesome for loyal customers with older pets who cant switch because their pets wont be covered for pre-existing conditions
Andrei B
Andrei B
I have been a loyal Petplan employee for 6 years now. I recently found out that they are changing underwriters and my existing coverage which costs me $1.2k/year will now cost me $2.8k. This is a completely unreasonable increase. I did some calculations and with their new plans, my 11 year old dog would need to be 4 years old to receive the same coverage at the same price. This is especially troublesome for loyal customers with older pets who cant switch because their pets wont be covered for pre-existing conditions. Why would Petplan agree to bring this underwriter onboard when they knew how hard their customers would be hit? Are they getting a much larger cut of the premiums now? As the owner of an older pet I feel like I’m now between a rock and hard place.
Sherri A
Sherri A
I’m LIVID with this company. I just got off the phone with them and have of course the same issue as everyone else. My premium (had $10,000 annual max, $200/incident deductible) went from $613/Year to $1036 – for the EXACT SAME COVERAGE! I dont care who your new underwriters are, this is robbery – a 70% increase! And of course, my 5 year old dog has a chronic eye issue that I cant get covered elsewhere so I’m stuck. I’m so upset right now, their customer service was useless and just let me break down on the phone and said “sorry”. I don’t know what to do.
Ben Shafer
Ben Shafer
Be VERY careful with this company. They were great at first but are royally screwing us over this year! We purchased a Golden Retriever puppy last year and bought insurance from PetPlan before we received our pup. Our plan was the “Silver Plan” and cost us about $343 with a $200 deductible and 90% coverage and a $14,000 limit which was a pretty good deal. About 2 months into owning our pup we noticed our he had severe allergies so we had a bunch of tests done and he was put on Apoquel. Pet Plan was great and covered everything as they were supposed to and the reimbursements were very quick.

Now our pup is doing a little bit better after a year when we finally found out he was allergic to his dog food and switched him from chicken protein to fish.

We got our bill from our Petplan this year and they doubled our premium! now they want $615 premium for the same coverages. I can lower my coverage a $300 with 90% coverage and $5,000 limit and its STILL more expensive ($395) than last year. We contacted customer service and here is what they said “Since our previous Underwriter decided to leave the pet insurance industry we wanted to locate a new underwriter to maintain our high level of coverage. While we no longer offer the Bronze, Silver, and Gold plans, we now have many more options available in terms of annual limits and deductible choices. We had a few different underwriters approach us but they would not provide continuous coverage from our prior underwriter. the underwriter we did choose will be providing the continuous coverage which was so important to us. To maintain the continuous coverage we did have to adjust our rates, but we now have many different options to renew with.

So now I am completely stuck as I cannot change insurance companies as a new company would not cover pre-existing problems and it is now not worth the price to renew with PetPlan. So Petplan basically reels people in for a cheap price then screws them over the next year in order to trap people to stick with them for a high premium. I HIGHLY advise you to seek a different insurance company.

Kay
i have Nation Wide. Nation Wide is definately on our side. didn’t know there was “Pet Insurance” 🙂 🙂 I used to *hate* cats, but now have 3. Just adopted a 1 y.o. Chihuahua mix and will get her Nation Wide too before goin to a Vet! usually takes about 1- 2 weeks for processing. U wanna make sure get ur Pet Insurance before takin ur furry kid to a Vet, hopefully nothing happens in the waiting period!

But yeah, unfortunately i didnt know about pet insurance and one of my kitties has a “pre-exsisting condition”
so since we are military we just take him to the base when he needs more Presdnisalone or however it is spelled (meds) only costing $4.10 plus $2.00 service charge for 20 pills. opposed to paying 20 bucks or so from Civilian Vets!

my bottom line is: Insure your pet ASAP- like yesterday!

we get multiple pet/military/loyalty/paying annually discounts….shoot! i was askin for errrrrrrthing (everything) discount!! I have the “Whole Pet With Wellness Plan” paid $446 for each cat w/$250 deductable. we even get our money back when we buy their Revolution meds, u know, for heart worms/flea’s n such….they get their teeth clean annually with that plan too- folks, brush your fur babies teef!!! they need an annual dental too! I brush their teeth as well….Anyways!

YesYes, so far freaking good with Nation Wide. got my $446 x 3 ? money back and then some. Try it out. “Its different strokes for different folks.” 🙂 i *will* b getting my new addition: dog insurance with them as well. Happy Pet Insurance finding! and again, brush yo Doggies n Kitties teef!!!

Slyster
Slyster
I’m curious how canine journal would keep them in 2nd place. You seem to have just as many cons as you do pros? Super high premiums, requiring a pet to be seen in 48 hours, requiring annual exams. I’m just surprised they didn’t move down since your last review. They are probably first or second in terms of the highest premiums out there. I just don’t see how you can claim they are the second best pet insurance company. You didn’t even change the 4.19 average despite all the negative comments the last several months.
Kimberly Alt
Kimberly Alt
We don’t consider price to be the only factor on why companies make it to our top three. The main reason Petplan has still been in our top three is due to its reputation and customer service. However, since it has changed underwriters we have received an influx of negative comments about Petplan, which has led us to re-evaluate (as we always do) at the beginning of the year. We are currently in the process of this, so we encourage you to check back in for updated reviews. Thank you for your comment Slyster.
Slyster
Slyster
thank you for responding. I sort of wondered if you would. I’m aware there are different factors that go into ranking the best insurance companies out there. I do believe a lot of the negative reviews have to do with the change in underwriters and huge premium increases. I think I was just sort of noticing that there were just almost as many cons as pros LOL! Thanks again for responding. 🙂
Ben Shafer
Ben Shafer
Make sure you revisit their plans and coverages for the 2017 year. They doubled our premium from $343 to $615 this year and it seems the company has a new underwriter.
Kimberly Alt
Kimberly Alt
We have looked at all pet insurance companies for the 2017 year. Unfortunately, you’re not alone. We’ve heard from a few other Petplan customers that their premiums have doubled. If you’re looking to switch providers we recommend looking at Healthy Paws and Pets Best as they are the other two picks in our top three.
P.Matsumoto
P.Matsumoto
Heads up to those considering Petplan.Have been client for 7 years with maybe 3 claims paid out. Received notice that because of change in underwriter, premiums would increase from $1400 a year to $1400 A QUARTER. Only advice customer service had was to change options of policy to reduce premium or shop for insurarance elsewhere. Great reward for customer loyalty.
Slyster
Slyster
I see in your most recent update that Pet Plan moved to third place. I believe it’s a been a very long time since that has happened. I’m glad to see Canine Journal updates their reviews regularly. It’s unfortunate this happened. The existing customer base took a clobbering that’s for sure. I just received my increase notice and it went up from $575 to $1100. That is outrageous. Thanks for keeping your site updated!
Kay
Word. 🙂
Jonas Dominique
Jonas Dominique
Total scam. Deny every claim. They advertise “We cover the vet bills” then they just never do. Total scam. Stay away.
Halle
Halle
This is very interesting. Since being bought out by a new underwriter (I believe this is what it’s called?) all premiums skyrocketed. They also changed how they look at deductibles, and pretty much treat everything as it’s own deductible. I calculated it, and you pretty much have to hit a 350 minimum before they consider paying anything out. They really are disappointing with communication ( I find I have to constantly call them to find out what is going on with my claims as they don’t even send documentation to my home half of the time,) and the service they provide is turning horrible… They can’t find claims that were submitted, mis-calculate numbers and at one point were calling the wrong vet to confirm information all together (the names of the vets were not even similar, also on opposite sides of the city.) The problem is, due to my dogs allergies that were not pre-diagnosed, if I ever wanted to switch to a new provider, they would now consider it a pre-diagnosed condition and do nothing for me. I guess I lose either way.
Nick
Nick
Our dog was hit by a car in Sydney and suffered a broken leg; we paid all the bills (around $8,500.00) then submitted them in an online claim to Petplan. With absolutely no fuss, we received almost full payment (less excess and a couple of minor items) within a couple of weeks. I thought their service was excellent.
gloria lee
gloria lee
Recently, we have had to unexpectedly file some claims, as Rudy was diagnosed with diabetes. As one could imagine, I had many questions about the claims process and procedures, and to make things more frustrating, not all necessary documents from our vet had been received by pet plan. Fortunately, Ms. Simone Waters, saved MY day! she personally called my vet while she placed me on hold (with my permission) and made sure they knew which documents and records were needed to assist in filing Rudy’s claims. Awesome! I was absolutely satisfied in the way she assisted me with all my questions and the follow ups she made, as promised by her. Yes, she actually, did return my calls with answers and updates as promised! (that’s two thumbs up for sure).

I know its not every day that good work is recognized. So, I wanted to reach out and share my great experience.

I hope Ms. Simone Waters, will get a kind and very deserving recognition for her hard work. If there are any special team rewards Ms. Simone Waters, definitely gets my vote!

Thank you again!

Kind Regards.

Katie Gibbs
Katie Gibbs
We got PetPlan for our 6-year-old rescue mix. I could not be happier. It turns out that he had a long-term condition, and they have paid 80% of everything–considerable costs, with almost no question. And the few times I had to note that a certain bill was due to the ongoing condition, they never balked. I never imagined I could be positively happy with pet insurance, but I have been with PetPlan. I mean this!
GagaKiki
GagaKiki
My dog is now 1 year old, but when we purchased Pet Plan, she was only 8-weeks-old, paying about $35 monthly with $200 deductible. I didn’t know the deductible is based on “per condition”; this is what happened; so my dog twisted her ankle when she did her run, and we went to emergency, the bill was $430, great, I paid and filed the claim, with the deductible $200, and 80% coverage, I got $184; then another claim was when my dog’s paw was infected because it’s too wet and humid by walking in the rain so much, the cost was $154; when I thought about getting some money back because I have used up the deductible $200, then it’s wrong; I called, and the representative explained to me that their deduction is based on “per condition”, so this is a new condition, meaning a new deductible $200 applied, and $154 does not exceed $200, so I got nothing back and paid $154 (plus monthly premium). I think that it’s unfair to go by “per condition”. Let’s say, I have paid for 1 year, $35 x 12 = $420 premium, if each accident or injury costs less than $200, then I have to pay from my own pocket to cover the cost. $420 + assuming $150 per condition I paid, let’s assume 2-3 incidents like these = I pay from my own pocket $720 – $870 without getting any money reimbursed annually. Let’s assume now the bigger incidents which exceed $200 deductible per condition, then $420 insurance premium + $450 per condition (with reaching deductible $200) $250 x 80% ($200 is what Pet Plan reimbursed) and again 2-3 incidents like these = $420 + ($400 to $600) = from my own pocket I paid $820 to $1020. I want to say, per condition is not fair because with the costs I paid annually around $870 to $1020, most of it from my own pocket, (we are talking about a really young dog and may not have major incidents in 2-3 years), then $1020 from my own pocket is equivalently to cover 1 big incident perhaps, so why buying this insurance? Let’s assume I have paid for 3 years $420 x 3 = $1260 cost of premium (assuming Pet Plan does not increase the premium according to age of dogs, which is not possible normally), again, deductible is based on per condition, with the examples I listed above, I will pay about $2130 to $2280 from my own pocket (with little money reimbursed back), then with the money I spent, I can totally pay costs without buying Pet Plan; I prefer the way that “deductible based on per annual”, that’s fair.
Slyster
Slyster
I have always thought their information was clear from the get-go with per condition deductibles. These per condition deductibles also have to be paid annually. So for example, my dog was diagnosed with a chronic life long disease this year. I paid my $200 deductible and I have been reimbursed about $900 or so. Next year, I’ll have to pay that $200 deductible again. Don’t overlook that. I pretty much got my money back (and a little more) for what I put into this year including the deductible. They have changed to annual deductible plans because of their new underwriter, but it’s not clear which existing clients are eligible for this. I believe if your pet has submitted any claims, they will not be eligible for the annual deductible plans. You would have to stay with your current plan set up. I could be wrong but maybe someone can confirm that. I think for you, since it sounds like you are describing their “per condition deductibles”, you better hold on to your hat when you find out how much your insurance is going up when you go to renew. There are a lot of unhappy Pet Plan customers who got shocking rate increase letters 🙁
Pug parent
Pug parent
WORST pet insurance ever. I have had my dog insured with them for 2 years. For small claims (less than $1k) they were fine covering, but the moment we got a big bill they try to avoid paying in any way they can. My dog fractured his jaw, so I took him to the vet, which referred us to the specialist. They had to put him under anesthesia and take xrays, and perform surgery on him to remove 10 teeth. The bill was $3,200. PetPlan denied my claim because my dog had an underbite since he was a puppy!! Even when the dental specialist wrote a letter to them saying that the fracture was due to trauma and is completely unrelated to the dog having an underbite, they still denied it saying the 2 are connected. They act in bad faith and can get away with it.
Slyster
Slyster
Has anyone done a comparison of Healthy Paws plans and Pet Plans plans? Why is Pet Plan so much more expensive? When I did a comparison of their annual deductible ($250) with 80% coverage. Healthy Paws has unlimited life time benefits. I checked for a 7 year old beagle. Healthy Paws is $57.72 a month and Pet Plan is more than twice that at $123.90 for same annual deductible, 80% coverage, but in this case, I typed in a $10,000 a year limit. Healthy Paws doesn’t cover office visit fees but other than that they are very comparable. Why is Pet Plan twice as much?
Kimberly Alt
Kimberly Alt
We’ve also done a comparison of Healthy Paws and Petplan, you can check it out here: https://www.caninejournal.com/healthy-paws-vs-petplan/. Petplan recently got a new underwriter, XL Specialty Insurance Company. If you skim through our comments you’ll see some from Petplan that explain why their prices are so high.

We found the same information while doing our audit for pet insurance. Petplan’s prices spiked after this change in underwriters and this is part of the reason Healthy Paws is ranked higher than Petplan.

Slyster
Slyster
Okay, wow Kimberly…thanks for sharing that. You guys have a lot of great articles and I didn’t see that one. I knew Petplan got a new underwriter. Before the new underwriter, I would always recommend Petplan and Healthy Paws to my friends. Largely because of your articles, but also because of my own research. I’m kicking myself because I chose these two companies as the front runners because they kept the same underwriter for years. I have a bad experience with another company who changed underwriters twice and after the second time, their premiums sky rocketed too. As a loyal customer you are stuck when your pet has pre-existing conditions. You can’t really move to another company…sigh.
Are Petplans new quote/premiums in line with other companies or are they a lot higher when compared to other companies too? I appreciate your feedback.
Michelle Schenker
Admin
Michelle Schenker
Thanks Slyster for sharing your thoughts. I will pass your kind words on to Kimberly (she is on her honeymoon this week!). While we can make generalizations all day about pricing for insurance policies, they will not apply to all people and pets. So, we suggest that you run your own quotes to find out for yourself – it takes about 3 minutes to get a quote for just about any company. Let us know what you find.
Slyster
Slyster
Here are my quotes for a 7 year old male beagle.

Healthy Paws, 80% coverage, $250 annual deductible (does not cover exam fees), no lifetime limits was $59.91 a month.

Pets Best, Elite Plan, $200 annual deductible, with 80% coverage, $77.63 a month.

Trupanion, 90% coverage, $200 per condition (only pay this once, not annually like some companies; doesn’t cover exam fees, no lifetime limits), $105.43 a month.

PetPlan, $10,000 limit per year, $250 annual deductible, 80% coverage (covers exam fees), $123.90 a month.

Trupanion was the second highest with Pet Plan the highest. Keeping in mind PetPlan does cover exam fees and Trupanion doesn’t. However, Trupanion doesn’t have limits either on how much they will pay out for each condition. Hope this helps.

Kimberly Alt
Kimberly Alt
Thanks for sharing your quotes with us. I’m sure our readers will appreciate this information! 🙂
Amy
I don’t think losing coverage for exams is a reasonable trade off. In MA, my regular Vet is $62 for an office visit. The Emergency Room (note: Healthy Paws clearly states on their site that exams, even at an ER, are not covered- they say “think of it as a co-pay”) is $182 for the exam. So your dog eats a bunch of chocolate and you take her in and they make her puke it up. The bill is $200, and you’re only covered for the $18 in IV fluids (if that). Or say your dog is bitten by a spider, face swells up. $182 ER exam fee, $10 for antibiotics and $10 for a shot of Benedryl. My understanding is the ER Exam fee will not be covered. Those are the kind of pet emergencies that add up quickly throughout the year and without insurance can begin to financially burden people. It seems unreasonable to me for any insurer to not cover ER exams, regardless of lower premium.
Slyster
Slyster
Good point about the exam fee. I don’t pay for office visit/exam fees at my regular vet as we are signed up for wellness plans there. I don’t like that some plans don’t cover office/exam fees which was one of the reasons I chose Petplan over Healthy Paws and Trupanion. At the same time, Healthy Paws does not have limits though either. When you look at $692 vs $1486 that’s pretty darn significant.
nuncha
nuncha
Our Petplan is going from $150 a month to $400 for $7,500 a year less coverage and for only $1,500 a month unlimited. What a RIP
Petplan Insurance
Petplan Insurance
Hi Nuncha, we understand these changes can be difficult. Please give us a call at 1-866-467-3875 so we can review your policy in full detail and see what other coverage/deductible options we can provide. We are here 24 hours a day to assist you.
Nancy Collins
Nancy Collins
Interesting on every site when reviews start getting real bad you respond. I’ve never seen a more heartless insurance company that only cares about money. Maybe you need to care about pets. Just like you did me. I put up a bad review on a site and you told me to call so you could work with me. When I called you did nothing. You were just trying to save face! What a scam
Alejandra C Suarez
Alejandra C Suarez
Getting PetPlan Insurance for our pets has been one of the best decisions we have ever made! Their customer service is fabulous. The claims reimbursement process is very quick. Also, their app makes the claim filing process even more easy. Overall, our experience with PetPlan has been GREAT! I’m very surprised to see the bad reviews but for those considering PetPlan as an option for insuring your pet, here’s our experience with PetPlan, I hope it helps:

Our lovely almost 3 year old cat Nickel got Histoplasmosis, it’s a horrible, nasty, slow progress and very aggressive fungal disease. We were devastated with the diagnosis and even more with the treatment options and cost, but thanks to PetPlan we still have Nickel with us and he’s on his path to recovery! It’s a slow recovery but we can see the improvement so far. We couldn’t have afforded going through this process without the insurance, neither without Emily Briggs and Kim Borbone, Happiness Managers at PetPlan, they truly are!

In summary: After lots of testing and evaluations from March to August, Nickel’s primary doctor Dr. Farrar referred us to Dr. Lewis. After he evaluated and did some more testing, Dr. Lewis diagnosed Histoplasmosis and recommended surgery to remove tissue in Nickel’s tongue and place a feeding tube since Nickel was losing weight due to lack of enough eating and the disease itself. The treatment had to be very aggressive also, since we had to give Nickel medication and we needed to avoid hurting his mouth and gums, the feeding tube was the only option. We saw Dr. Lewis on a Monday, that same day he filled out the pre authorization form I gave him. I read the insurance policy (should’ve done that earlier!) and I asked Dr. Farrar to send Nickel’s medical history to PetPlan, with the correspondent form that I downloaded from my PetPlan page. I emailed the pre authorization form to PetPlan and called them. That’s when Emily and Kim went far and beyond helping us out. Emily expedited the pre authorization form process, we got an answer the next day, Tuesday. Nickel was admitted into the hospital on Wednesday, and after four days there, lots of follow up calls and emails from Dr. Lewis (he’s absolutely extraordinary!) and $4,905.32 for hospitalization, surgery and first treatment; Nickel was home on Saturday safe and sound and in much better shape.

Now the tortuous path of the follow up treatments started… Nickel needed 12 treatments. When I filled the pre authorization form, I also filed the claims for all our medical expenses from March to that day, out of $2,638.44 we spent, PetPlan reimbursed $2,132.97; we received the check 8 working days after I filled, and that allowed us to cover the first treatments. Also, as soon as we paid the hospital to get Nickel home, I sent the claim that same evening, we received the check for $3,924.26 (80% because it’s specialty treatment, it’s in the policy and Kim explained to me also), the check arrived within 10 working days with a holiday in between.

I did a lot of phone calls and emails to move things along so Nickel could get medical attention, but Kim and Emily did an excellent job taking all my calls, replying to all my emails and following up with all my inquiries and request, even during weekends. Emily and Kim are truly amazing, super kind, patient and helpful, both guided me through the policy and the filing claim process, and thanks to their prompt response and support processing the claims, Nickel was able to get his surgery and first treatments done. We will be forever grateful to Emily, Kim and PetPlan team for all they did for us!

And of course, we don’t have a way to thank enough the wonderful Northstar Vets – Dr. Lewis, Dr. Anderson; and Whitehouse Veterinary Hospital – Dr. Farrar and their teams, they are absolutely amazing, extremely caring and professional. They all are doing a remarkable job!

unhappy insured
unhappy insured
Buyer beware, they will quickly hike your premiums on an annual basis. I am not sure if they are doing this to everyone or just those with aging pets, but this year they are increasing deductibles, raising premiums and increasing required copays. It seems that this ceases to be worth it unless your pet has a terrible accident and needs extensive care.
Petplan Insurance
Petplan Insurance
Hello there, I wanted to take a moment to respond to some of your concerns. All pet insurance premiums rise over time to reflect the added risk of your aging pet. That is not unique to Petplan, but it may be represented by other companies in other ways. To your point about increasing deductibles, we actually now offer greater flexibility in deductible choices than ever before, ranging from $100 to $1000, and those that qualify are also eligible to have an annual deductible rather than a per condition deductible. We also dropped the required 80% copay on specialist care and now reimburse that care at whatever your chosen plan copay is – be that 70%, 80% or 90%. We would love the opportunity to discuss these changes with you further and help clarify some of the reasoning behind the premium increases and adjustments. Please reach out to us at 1-866-467-3875 so we can discuss.
RICK KAUFMANN
RICK KAUFMANN
We have two loveable Dobermans insured with PetPlan and we are delighted with their customer service, helpfulness on the phone, and overall service. Yes, PetPlan is expensive, BUT their prompt reply (a real person!) to questions, prompt completion and payment of claims, and fairness are well worth it. Heather McAlea (on the phone) has been wonderful and most understanding. The flexibility of PetPlan in altering my policy based on my dogs’ needs, prorating changes in deductibles, and offering multiple plan options is phenomenal. They expect normal pet checkups yearly and detailed vet notes for claims. If that is done, you can expect a check for your claim promptly and no problems or surprises. I had one claim that was expensive, complicated, and involved multiple treatment for the same problem (malignant tumor surgery.) Each claim was promptly handled, and I received checks within a couple of weeks for each event including tests, Xrays, surgery, and follow-up. I will gladly pay more for this kind of exceptional service! Go PetPlan! COLONEL (RET) RICK KAUFMANN, Annapolis, MD.
Petplan Insurance
Petplan Insurance
We are honored to call you and your pups family, Rick! Thank you for the feedback!
Dobbie
Dobbie
This company is criminal. I have been with them for 7 years. My dog was 4 months old when I signed up with them. He is 7 years old now. My premiums increased $200.00 to $300.00 a year and their explanation was his age. $200.00 increase for a 3 year old dog? My plan increased every year by 25 to 30%. I just received a letter that they have a new insurance writer and can no longer offer me my plan I’ve had for 7 years. I have always had a plan with 100% reimbursement – last year it was $911.00 with $200.00 deductible. This year my only offer is $1208.00 with a $500.00 deductible and 90% reimbursement. I would go with Trupanion if I had to do it all over again. My sister’s lab had both back knees done and her premium has never gone up. She pays $300.00 a year. Her lab is 8 years old. Petplan is a crooked company and I would never recommend them to anyone.
Petplan Insurance
Petplan Insurance
Hi Dobbie. Thank you for being a member of our family for seven years. I cannot begin to tell you how much that means to us. Regarding your concerns, I can understand your frustration regarding the premium increase and would like to offer some further clarification if I may.

I cannot speak to how other pet insurance providers choose to determine their premium increases, but at Petplan, they are usually dictated by your pet growing older and therefore becoming more at risk to developing a costly condition. Most recently, our previous underwriter, AGCS Marine Insurance Company, also made the decision to exit the pet insurance industry, which meant we had to find another underwriter that would not only take on our policyholders with existing conditions and claims, but also help us continue to give your best friends top dog support for many years to come. With that change, we took this opportunity to improve our coverage by introducing a broader range of annual limits from $5,000 all the way up to unlimited; to provide a greater choice of deductibles, with the option of an annual deductible (subject to pre-approval); and to begin offering 24/7 access to expert veterinary advice through PetCoach. We also removed the specialist co-pay, so now you are reimbursed at your chosen policy level regardless of where your pet receives care.

To implement these changes and to ensure that our policyholders whose pets are ill or injured can continue to receive coverage for those conditions we had to make some tough choices and tradeoffs. Namely, we had to adjust the cost of our premiums; for you and some others, that translates to a steep rate increase, and in your particular case, the adjustment of your reimbursement level, and for that we are truly sorry. These were decisions that were not taken lightly and we know that you are affected. We recognize that these changes may require you to reexamine your coverage, and you are not limited to the suggested policy offered to you in the letter. Please reach out to us at 1-866-467-3875 at your earliest convenience so we can find a plan that works best for you. We look forward to your call.

Lisa
Lisa
10/10
08/26/16

I’m so thankful I have Petplan insurance for my dogs. If it wasn’t for Petplan, I wouldn’t be able to afford the specialty veterinary care that has kept my dog alive and doing well. After a few trips to the emergency room, overnight stays, routine blood panels, medications, and specialty follow up vet visits, the bills are INSANE. I would have gone into debt paying for his bills of it weren’t for Petplan. They process the claims so quickly and make sure I get my reimbursement check as fast as possible because they know how difficult it is to outlay large amounts of money for vet bills over and over again. Thanks to Petplan, I can afford to take care of my dog. They saved my little dog’s life, they are the best, most consistent, kind and responsive pet insurance company out there. 5 stars, 10/10, I make sure all my friends and family use Petplan as their pet insurer so we are prepared for anything that could happen.

Petplan Insurance
Petplan Insurance
We appreciate the kindness, Lisa. We are honored to call you family.
Angela Mitchell
Angela Mitchell
I have been with Petplan many years and I am very happy with them. Most recently my golden retriever got cancer. Luckily it hasn’t spread and we are able to manage it so far with radiation. I am very lucky that I bought him this policy as a puppy and now able to keep him around longer in his old age. Kim Borbone who helps me with all my claims has been there helping me throughout this painful process. She always gets my claims in quickly which means I get a check back in the mail within a couple of weeks. Honestly, without Petplan I could not have afforded Jake’s expensive treatments. Thank you Petplan!!
Petplan Insurance
Petplan Insurance
We know far too well the difficult battle with cancer, Angela – we’ve faced it with our own pets. We are humbled that we can be here to provide you peace of mind with the vet bills and help Jake in the fight!
Evan L
Evan L
Recently I had to submit a claim for my cat. Kim B. with Petplan was extremely helpful and knowledgeable. My claim was handled quickly and I am very happy! Petplan is great insurance to have!
Petplan Insurance
Petplan Insurance
Thanks Evan! We’ll be sure to paw it forward for Kim and let her know about your kind words!
Howard
Howard
We could not be more satisfied with the care and attention that we have received from Petplan. Those of you considering PetPlan as an option in insuring your pet, please read our story that follows.

Our story began a few months ago when we noticed that our 5 ½ year old Vizsla, Jitterbug had a small “pimple-like” blemish near the tip of her nose just under her right nostril. We monitored it for a few weeks noting it getting a bit larger, and decided to have it checked out with our local veterinarian. Our vet assured us that this was probably nothing, but we asked to have it fine needle aspirated to be certain.

To the surprise of us all the biopsy revealed that this was a mast cell tumor. We immediately sought out a provider, Blue Pearl, which had staff oncologists and surgery experts who specialize in cancer and cancer treatments. Our first visit with the Blue Pearl surgeon was rather sobering; Jitterbug’s tumor would need to be surgically removed. To obtain a “clean” removal of the tumor along with the necessary margins would be extremely difficult given the delicate position immediately under her nostril area.

The surgery was indeed “tricky”, however, Jitterbug’s surgeon did a wonderful job, removing the tumor with clean margins, AND a hardly-noticeable scar on her nose. Post-surgery was 2 weeks with the “cone of shame” while the incision healed, followed by 8 chemo therapy sessions.

We are now through 5 of the 8 chemo sessions, anxiously awaiting their completion. We sincerely hope that our attempt to keep this horrible cancer at bay and provide Jitterbug quality of life for number of additional years has been successful.

This has been a “challenging” ordeal to say the least! Total cost to date: $5836.84…total claims paid by Petplan: $4469.47. Would we have went forward with this treatment plan for Jitterbug had we NOT had insurance for her? Yes, of course…however, I cannot stress enough how comforting it is to have the peace of mind KNOWING that the overwhelming majority of the costs in a matter such as this will be covered. Our claims were processed promptly and in full accordance with our policy, with swift and courteous follow up from Petplan staff.

I’ve often been asked if I would recommend pet insurance, my response… ABSOLUTELY! Think of it as an investment in a loved one…something that one HOPES will never be needed. However, if necessary this “investment” will pay dividends many times over in allowing you to focus on what is really important, restoring the health of your pet.

Petplan Insurance
Petplan Insurance
Thank you for these kind words, Howard! Stay strong, Jitterbug. We are here for you!
Sarah Yates
Sarah Yates
I’m becoming increasingly concerned regarding negative reviews regarding higher premiums with the new underwriter. Even Canine Journal mentions it in their “Cons column”. When I changed from Pets Best to Pet Plan, I made sure I chose a company who has consistently had the same underwriter. Pets Best had two new underwriters since I was with them and the last change, our premiums sky rocketed! You feel trapped because you have seniors. I did a lot of research and also used Canine Journal’s recommendation when choosing Pet Plan. I’m due to renew in February and I have to admit, I’m terrified of reliving the nightmare all over again. I took my young dog off the Pets Best Plan 2 1/2 years ago when he was 4. He will be 7 next year and I’m so afraid Pet Plan will do what Pets Best did. If I hear “rates are raised based on the area and vet prices/costs in your area”….It’s all crap. My vets fees have not doubled. Canine Journal, I ask that you please keep a close on this! I will say overall I have been happy with PetPlan but I could have said the same thing about Pets Best. I do understand small increases every year but not double premiums.
Petplan Insurance
Petplan Insurance
Hi Sarah. I can address some of your concerns. Please note I am using a consistent message here for clarity, so you may see parts of this below as well. As noted in your comment, we did recently begin offering policies with a new underwriter. To offer some background on that decision, earlier this year our previous underwriter, AGCS Marine Insurance Company, made the decision to exit the pet insurance industry. When we learned that we’d have to sniff out a new underwriter, we were determined to join paws with a company that is as committed to pet health as we are and most importantly will continue to pay our policyholders’ existing claims. We’re excited to announce that we have partnered with XL Specialty Insurance Company (XL) which carries the rating of A+ by S&P. With their innovative approach to all things insurance, we are confident that they will help us continue to give your best friends top dog support for many years to come.

In collaboration with XL, we took this opportunity to improve our coverage by introducing a broader range of annual limits from $5,000 all the way up to unlimited; to provide a greater choice of deductibles, with the option of an annual deductible (subject to pre-approval); and to begin offering 24/7 access to expert veterinary advice through PetCoach. We also removed the specialist co-pay, so now you are reimbursed at your chosen policy level regardless of where your pet receives care.

These enhancements are in addition to the features we’ve always provided our pet family members, such as full coverage for any injury or illness including non-routine dental care and cancer with no riders; coverage for veterinary office visits for unexpected veterinary care (most other insurers do not offer this – leaving you with an added expense every time you visit the vet); faster paperless claims payments through our one-of-a-kind Petplan app; exceptional service through our 24/7 in-house customer experience center and expert pet health content through fetch! magazine, our blog, social media and emails.

To implement these improvements and to ensure that our policyholders whose pets are ill or injured can continue to receive coverage for those conditions we had to make some tough choices and tradeoffs. Namely, we had to adjust the cost of our premiums; for you and some others, that may translate to a steep rate increase and for that we are truly sorry. These were decisions that were not taken lightly and we know that you may be affected, and we are here for you 24 hours a day, 7 days a week to work together to find a plan that will meet your needs. Please reach out to us at 1-866-467-3875 at your earliest convenience.

Sarah Yates
Sarah Yates
Thanks for taking the time to respond personally to my message. It sounds like your current policy holders, those with existing conditions will be most affected? It’s also my understanding that any pet who had a claim paid out will not be eligible for the annual deductible. Honestly, I’m okay with that. I signed up knowing I had to pay a deductible per condition, per year (if chronic). I also pay the 80%, $200 deductible so the specialist co-pay change with the new underwriter doesn’t affect me either. All that to say, I’m not sure how a new underwriter benefits me, a currently policy holder. I am anxious to talk to you guys towards the beginning of the year. I just hope you can understand where I am coming from and why I am so afraid of what lies ahead. Again, thanks for reaching out. I do feel you guys are a top notch company and have always felt your customer service reps care. It’s the underwriter that concerns me. It’s all about money and risk for them, and not necessarily the pet and pet owner. At least that’s how I feel.
Petplan Insurance
Petplan Insurance
Hi Sarah. We understand your points and the position this change puts you as a current policyholder in – and we’re here to try our best to find a plan that will work for you and your furry family. Please call us anytime to discuss your concerns… we are happy to explain in detail all that we can about the new policy, underwriter and so on.
Sarah Yates
Sarah Yates
I don’t think I can blame the company. It’s the underwriter. I know this puts you in a tough position. It just sounds like it’s the current policy holders who are getting hit the hardest and what concerns me even more is if anyone has submitted a claim of any kind, they will be treated differently. That stings. I will be in touch and I’m hoping and praying it’s not as bad as what I’m afraid of. Thanks again for responding. I really do appreciate that. I also appreciate you understanding where I am coming from.
Chrissy
Chrissy
Pet Plan Pet Insurance – Would never recommend again! I had my policy for 3 years since the day I brought my puppy home. I paid on a quarterly basis it came directly out of my debit account until I lost my wallet and had to cancel all my accounts. By the time I caught up with updating all the automated payment accounts I had I did not realize Petplan also needed to be updated. I received a letter in the mail that I did not open right away as Petplan sends out marketing campaigns it did not say urgent or reply needed anywhere. The letter stated my payment was due on 2/20 and by 3/21 they had cancelled my policy. I called to explain what had happened I talked to three different people who said they were working on it they escalated the request for my policy to be reinstated. I had to call back three separate times each they said they were working on it. A final call back came on 6/13 to tell me the underwriters chose not to renew my policy. I had only filed one claim in the past three years which was denied so I was never reimbursed for anything. I paid on time every time for three years and when I needed them they denied me. They said I could open a new policy but that any pre-existing conditions would not be covered. My dog was diagnosed with a heart condition while under this Petplan insurance but if I signed up for a new plan with them it would not be covered anymore. Can you say beyond B.S. Never again! I should have stuck with VPI Pet Insurance that I had with my previous dogs. Stay away from PetPlan.
Mary Iggy
Mary Iggy
Do NOT purchase Insurance with Petplan. They use false advertising and this is a quote from their ad in the 2016 issue of AARP Magazine “‘If your Veterinarian recommends it, we cover it’ All accidents & illnesses, even chronic & hereditary conditions.” I have been insured with them for over a year and have not been paid one cent. My dog has chronic asthma, and I’ve called Petplan and they use this circuitous logic, or lack thereof, to deny all claims. Do NOT waste your precious $$ on this Charlatan Insurance!
Elliz
Elliz
After paying into my PetPlan policy for 7 years, and feeling confidant my dog was covered by the best company, I have just had my first claim with Petplan and am very displeased and feel their reasoning to disallow costs borders on unethical.

I advocate for being a responsible pet owner, and became aware that veterinary care now costs as much as medical care for a child. Not only do I have PetPlan insurance – I have “sold” numerous family members and friends on the priority of carrying PetPlan insurance. In the past, I had experienced another company that disallowed nearly everything and used the loophole that it “is inherent or prevalent in the breed.” (No, Bassett Hounds are not known for allergies).

I have a very healthy 7 year old Soft Coated Wheaten Terrier. We have incurred nearly no medical costs except well visits. We are also on a “wellness program” at a local vet. Although our Petplan costs have doubled now that “Seamus” is 7 years old, I felt I was paying for piece of mind and according to my homework and reviews, Petplan was supposed to be exceptionally cooperative about reimbursement.

Recently, Seamus had vaccines and his teeth cleaned. Since he was going to be under anesthesia anyway, he needed to have two cysts removed, with pathology. The vet very carefully separated the “well costs” from the surgical necessities.

Out of pocket costs were $597 for the surgery. My Petplan deductible is $200. Petplan took longer than their claims to communicate or reimburse. I called and was told my reimbursement was $286. What can possibly be disallowed in a necessary surgery?
It was explained to me that one of the cysts would not be covered unless a part of, or caused by the same issue. In other words, they are picking at what they do not want to cover. And yet, if I had the cysts operated on at separate times – it would cost both myself and Petplan more for deductible, Vet time, supplies, anesthetic, medicines, etc.

How does this possibly make sense? My dog has medical insurance and needs medical care. I have paid over $4,000 into this policy without a claim and they choose to cover one cyst and not the other? This is not the customer service and policies they market.

Danny Benovich
Danny Benovich
They turned down my dachshunds coverage for IVDD treatment because 4 years ago, I had a radiograph done to check on a pregnancy. They went back to a 4 year old x-ray and decided that they saw a potential narrowed disc space (no symptoms or signs of back problems for life prior or next two years), and decided not to cover a back condition that happened 4 years later based on the old pregnancy radiograph, they have decided it was a pre-existing condition (I have been paying them for 2 years now about 60 bucks a month). I feel like I was mugged. If you read deep into the fine print, they basically won’t pay for anything. Any possible clinical sign that may relate to any injury etc. is a pre-existing condition. Basically a gaping black hole in the policy which leaves very little room for payout once your dog has sneezed once in its life. See the other reviews of people who are not paid interns of petplan.
Kimberly Alt
Kimberly Alt
Hi Danny, I’m so sorry this happened to you. We are not paid by Petplan to give our reviews. We conduct unbiased research to give honest feedback to our readers. We will definitely take this into consideration in our next audit of this article. Thank you for telling us about your experience. Hearing from readers like you helps us with our reviews and rankings. May I ask, have you changed coverage to another company? Or do you still have Petplan?
Danny Benovich
Danny Benovich
I found them to be a criminal enterprise. I’m guessing the glowing reviews are planted by paid interns of Petplan. I feel fleeced. Don’t buy it.
Kimberly Alt
Kimberly Alt
Hi Danny, just to be clear, we are not paid by Petplan to give good reviews. We conduct unbiased research to give honest feedback to our readers. Have you used Petplan before? Why do you find them to be a “criminal enterprise”? Thanks in advance for your feedback. Hearing from our readers helps us update our reviews and rankings.
John James
John James
Pet insurance or any insurance for that matter isn’t in it to really help. It’s a business like all the rest with overhead and sending CEO’s on trips to the Bahama’s every year. They are making money hand over fist and love it. Pet food, toys and insurance is a multi-million dollar industry. Put away the co-pay/deductible and monthly payment in a saving account like others were saying (skip insurance) and not worry if you did everything right to get coverage.
Jamie Shepherd
Jamie Shepherd
I insured my dog beginning at age 9. She lived until 13 1/4 years. If I had not purchased pet insurance, we would have had to euthanize her years ago. I got the Silver 90% reimbursement with a $200 deductible. My monthly cost was $50. (Which rose to $75 as I was making many claims near the end.)

The first incident was when I saw some of her molars were broken and black. The vet hospital removed them. The second incident was cancer. She had to have many operations. One of them cost over $6000. It gave us another year of joy and a happy tail-wagging dog. When she eventually passed, it was from complications of the cancer and there was nothing medical science could do, other than relieve her of her suffering.

Overall, this is what I paid: $2,689.09 in total premiums. I made total claims of $17,095.46 and received back $15,547.19.

In sum, I paid for a 90% plan and got exactly that. They never denied a claim. Basically what I did then, was pre-pay a little less than $4,000 over four years for what amounted to over $17,000 in surgery!

The PetPlan insurance I bought was absolutely worth it. I would highly encourage any owner of a senior dog to consider this option. It could very well give you more years than you would be able to afford otherwise.

John Violette
John Violette
So if I’m reading the reviews correctly, as long as you get a yearly Wellness Exam and keep the receipt. You should have no problems with a claim, as long as there is no “pre existing” condition. I would like to see a detailed explanation of what you guys describe as pre existing conditions. That phrase concerns me, and it could mean anything. Also, how much does the premium go up by each year ?
Kimberly Alt
Kimberly Alt
At Petplan a pre-existing condition is defined as a “medical condition which first occurred or showed clinical sign(s) or symptoms before the effective date of your policy or which occurred or showed clinical sign(s) or symptoms during the policy waiting period. Simply put, if your pet has or had any condition, whether diagnosed by your veterinarian or not, before enrolling in a Petplan pet insurance policy, it is considered pre-existing.”

Petplan continues on with the following. “However, at Petplan we recognize there are two types of pre-existing conditions: those which can be cured, and those which cannot be cured. If your pet has experienced a curable condition previous to enrolling in a Petplan pet insurance policy, the condition, while pre-existing, may be eligible for coverage after an exclusionary period. Providing your pet’s medical history shows no further episodes of the condition subsequent to the initial episode, coverage for the condition may be restored.”

Regarding the premium, it varies depending on the dog. We suggest you contact Petplan to get a quote and ask about their premium increases. This will give you a better idea of what your dog’s insurance policy would be. Let us know if you have any other questions!

Myla Holmes
Myla Holmes
See above comment by ExecOrder11110. My experience was the same. Expect a 25% annual increase even when the dog is young (in my case, between ages 3-4) and healthy, without having filed a single claim. Outrageous!
Elizabeth Baker
Elizabeth Baker
After recommending PetPlan to many people I am seriously reconsidering due to:
1. When I moved they raised my rates nearly 40%.
2. When I had my first claim they made me jump through hoops and delayed it for weeks and weeks and then only paid a small fraction of it.
3. After my sales reps repeatedly told me “all you need is vet records showing that the pet has been to the vet sometime in the last year” I found out that this was a lie when PetPlan made me come up with 2+ years of vet records and even after sending those refused to process my claim for “lack of vet history” until I had to call and demand they process the claim.
4. They take the deductible off of the 80% coinsurance to save themselves money. For instance if you have a $200 claim and you have 80% coverage they will take the $100 deductible off of the $160 and pay you only $60 instead of taking the $100 deductible off of the $200 and pay you $80.
5. They were quick to “remind” me that the vet issues that my animals have been seen for are now considered “pre existing conditions” and that a new insurance company will not cover them. It seems like this is a way to lock you in once you have to battle through a claim with them and become dissatisfied.
Sarah Yates
Sarah Yates
I would like clarification. You state that Pet Plan does not cover veterinary exam or office visit fees. I am a Pet Plan insurance holder and I contacted them because I always thought exam and office visit fees were covered. I was told that in the event of an illness, injury, or accident, they do cover pet exam and office visit fees. They do not cover a wellness visit fee so if for example, I take my dog in for their annual exam and vaccines, the exam fee would not be covered. However, if during that exam, they found something wrong, then I could put in a claim and have that fee covered. The pros and cons makes it sound like the exam and office fees are not covered. There is some clarification below that, but I think the cons need to be changed.
Kimberly Alt
Kimberly Alt
We are so sorry for the confusion Sarah. We will be sure to update that so it is stated more clearly. Thanks for mentioning it to us. Pet insurance is a complicated topic and we want to make it as easy as possible to understand!
Sarah Yates
Sarah Yates
Thanks Kimberly. I appreciate the quick response. I am just glad it was wrong as it would have been a surprise to me. Again, thank you!
Kimberly Alt
Kimberly Alt
You’re welcome Sarah! 🙂
Chris
Chris
I wondered the same thing. From what it appears, Healthy Paws *never* pays exam/office fees–whether the visit is for an urgent matter or if, during a routine visit, an issue is found. PetPlan pays such potentially large fees in both of these cases.

I’m concerned that Healthy Paws apparently changes their coverage to 70%/$500 upon the pet reaching 8 years of age and if the customer makes any changes to the policy.

OTOH, I don’t like PetPlan’s per condition annual deductible, and I’m concerned about their reportedly substantial annual price increases–which, presumably, Healthy Paws doesn’t have.

Chris
Chris
[Policy coverage of four out of five stars]

“More policy coverage exclusions than our #1 pick, Healthy Paws”

Can you elaborate? What conditions does Healthy Paws cover that Petplan does not?

Kimberly Alt
Kimberly Alt
Great question again Chris! I think you’d find this article beneficial! https://www.caninejournal.com/healthy-paws-vs-petplan/
Chris
Chris
Thanks for pointing me towards another good article! But I don’t see any conditions that Healthy Paws covers that Petplan does not. If anything, the reverse is true: “[Only Petplan includes] Coverage of behavioral therapies”. What am I missing?

BTW, I had mostly good experiences with Petplan over the 2.5 years I was a customer. (My dog passed away about a month ago.) The only thing better would have been annual deductibles that aren’t per *condition*. I *did* experience a substantial increase in premiums for the second and third years–which corresponded to the ninth and tenth years of my dog’s life. But I’m wondering if I would have experienced the very same thing with every other insurance company. In either case, I’ve already started shopping for pet insurance for my next dog–hence my interest in the content of this site.

Kimberly Alt
Kimberly Alt
Oh no, I’m so sorry for your loss. Losing a dog is never easy. My thoughts are with you.

Overall, the reason Healthy Paws is better than Petplan is because of the contract. Although they cover almost the same items, Healthy Paws’ contract has fewer exclusions. Combined with unlimited lifetime benefits and an annual deductible they ultimately come out on top. Petplan was our #1 pick last year but in our most recent audit we went through the contracts thoroughly and overall felt that Healthy Paws would be a better choice especially if your dog is a daredevil and you visit the vet a lot 😉 .

Chris
Chris
Thanks for the detailed reply..and for the condolences. She was a Cavalier King Charles Spaniel and was the love of my and my family’s lives. We’re going through a very difficult time.

So something beyond your reviews–in particular, your detailed comparisons of the two companies’ contracts–is the primary reason why you made Healthy Paws your #1 pick. I appreciate the time and effort your team spent doing that!

I’m not entirely sure what would qualify as “behavioral therapies” but is it significant that Petplan covers them but Healthy Paws does not?

Kimberly Alt
Kimberly Alt
We’re so glad we can help you with your hunt for the best pet insurance! Behavioral therapy is defined as the following from Petplan:

Petplan will cover behavioral therapy for your pet (up to the limits stated in the policy) if your veterinarian believes that it is in the best interest of your pet. Petplan will cover consultations with a licensed veterinarian to diagnose and treat behavioral problems where an underlying medical condition is the cause of your pet’s behavioral issues. The veterinarian does not need to be accredited in behavioral therapy for coverage to apply. Coverage does not apply to obedience training. Reimbursement subject to policy limits.

So if this is not something you think you will need from a pet insurance company then it would be ok to not include it on your plan.

ExecOrder11110
ExecOrder11110
1. They are excellent with paying claims. My dog had luxating patella (congenital condition) surgery in 2013, costing $1800 and Pet Plan paid $1600 with zero hassle.

2. Expect a 25% premium increase every year.

These are the annual premiums for the first 7 years of my Boston Terrier’s life in the Philly suburbs:
2008 – $289 Gold Plan ($200 deductible, 100% coverage up to $22,000)
2009 – $289 Gold Plan
2010 – $328 Gold Plan (13.5% increase)
2011 – $412 Gold Plan (25.5% increase), Switched to Silver at $369 ($200 deductible, 100% coverage up to $14,000)
2012 – $457 Silver Plan (24% increase)
2013 – $572 Silver Plan (25% increase)
2014 – $715 Silver Plan (25% increase)
2015 – $886 Silver Plan (24% increase)

3. Skip the insurance, put $40 into ‘doggy’ savings each month, (preferably start before you even get a dog) so you are prepared for anything that might arise. With the increases, it’s not worth the cost.

Angela
Angela
We are researching pet insurance and with all the stories of rejected claims–this just might be the way to go. At least you know for sure you can get access to your money when your pet gets sick.
Myla Holmes
Myla Holmes
Agreed! I noted the same thing – outrageously high annual increases averaging 25% even for a young, healthy dog and no claims. Of course no advance notification of the increase if your credit card information is on file, just a new higher charge. I’m better off building a pet emergency savings account and using a credit card as needed. My interest rate is far lower than 25% annually.
Petplan customer
Petplan customer
I have had Petplan insurance since 2009 and share the same observations: excellent claim payment; 25% premium increases starting in the 4th year. In our just received notice of renewal, Petplan has informed us that they’ve changed underwriter to XL Specialty Insurance Company. To continue to own comparable coverage ($200 deductible, 90% reimbursement) for next renewal for our 7 year old pooch, the quoted rate is 60% higher than this current year and we have filed no claims whatsoever this year! Yikes!
Petplan Insurance
Petplan Insurance
Thank you for your feedback and for being a member of the Petplan family for the past seven years. We are truly humbled by your commitment to your pet family members.

As your partner in pet health, we too are committed to giving you and other pet parents the best coverage for your best friends. As noted in your comment, we did recently begin offering policies with a new underwriter. To offer some background on that decision, earlier this year our previous underwriter, AGCS Marine Insurance Company, made the decision to exit the pet insurance industry. When we learned that we’d have to sniff out a new underwriter, we were determined to join paws with a company that is as committed to pet health as we are and most importantly will continue to pay our policyholders’ existing claims. We’re excited to announce that we have partnered with XL Specialty Insurance Company (XL) which carries the rating of A+ by S&P. With their innovative approach to all things insurance, we are confident that they will help us continue to give your best friends top dog support for many years to come.

In collaboration with XL, we took this opportunity to improve our coverage by introducing a broader range of annual limits from $5,000 all the way up to unlimited; to provide a greater choice of deductibles, with the option of an annual deductible (subject to pre-approval); and to begin offering 24/7 access to expert veterinary advice through PetCoach. We also removed the specialist co-pay, so now you are reimbursed at your chosen policy level regardless of where your pet receives care.

These enhancements are in addition to the features we’ve always provided our pet family members, such as full coverage for any injury or illness including non-routine dental care and cancer with no riders; coverage for veterinary office visits for unexpected veterinary care (most other insurers do not offer this – leaving you with an added expense every time you visit the vet); faster paperless claims payments through our one-of-a-kind Petplan app; exceptional service through our 24/7 in-house customer experience center and expert pet health content through fetch! magazine, our blog, social media and emails.

To implement these improvements and to ensure that our policyholders whose pets are ill or injured can continue to receive coverage for those conditions we had to make some tough choices and tradeoffs. Namely, we had to adjust the cost of our premiums; for you and some others, that translates to a steep rate increase and for that we are truly sorry. These were decisions that were not taken lightly and we know that you are affected. As you have personally experienced, we have been there for you many times in the past, and we will continue to be there for you when you need us most in the future. We do, however, recognize that these changes may require you to reexamine your coverage, and we are here for you 24 hours a day, 7 days a week to work together to find a plan that will meet your needs. Please reach out to us at 1-866-467-3875 at your earliest convenience. We look forward to your call.

nuncha
nuncha
blah blah blah blah blah you are increasing my pet’s insurance to 250% this year. Life of the pet. Yea until the owner goes broke for less coverage. I have an idea what you can sniff as my consumer law sniffs out how legit your increases are.
nuncha
nuncha
OH and for NO LIMITS it is $1,500 a month. I can save up that and pay my vet bills shame on you Petplan. I have sent over 200 people to you and have been rabid about posting on all social media about what you have pulled. Screw your S&P rating laughable get in bed with the banks too and then tell us all about it.
Britt
Britt
Do not get pet insurance with pet plan!!! Brutal!! They made so many mistakes on my account. When I finally went to submit a $400 claim because my dog slipped on the ice and strained his leg, they denied it based on the fact that my vet had posted in a previous check up that she observed “no limping of the legs.” The operator told me that the vet had to specifically say “legs are healthy.” So, in that case, the operator had deemed that my dog must have had damaged legs before this accident and therefore was “preexisting.”

I cancelled on the spot.

Petplan Insurance
Petplan Insurance
Hi Britt. We apologize for any frustrations you may have faced. Our team has reassessed your claim based on the information provided and will be reaching out to you with a resolution. Thank you for bringing this to our attention and for giving us the opportunity to resolve this confusion.
Jason Mevorah
Jason Mevorah
Do not purchase pet insurance with this horrible company! I paid my premium perfectly for 13 months with this as my results:
My first and only claim was for my dog. We found a lump on her back and took her to the vet. The vet performed surgery and we were able to remove a benign tumor. When we submitted the claim, Petplan insurance spent 3 weeks acting like they were doing an investigation for the claim. After three weeks, our claim was denied based on my dog not having a recent check up with a vet. My dog had been seen 2 years ago by a vet and given a rabies vaccine. 8 months ago, the same vet who performed the surgery saw her, but it was not considered a full checkup like the pet insurance claims they needed. Petplan had no problem collecting premium from month to month, knowing they were never going to pay my claims.
If you are collecting premium and you know your client is not eligible for coverage, the responsible thing to do is send a message via mail, e-mail, or call the client and let them know they are not eligible for coverage and they need to take certain steps to become eligible for coverage again. This company did none of those things. They were happy knowing someone was paying them a premium that they felt they would never have to pay.
When I called their customer service department, their representative was more than happy to tell me I was not upholding my responsibility as the policyholder. She kept saying, “I can cancel your policy right now.” Why would she be so quick to say that? Because they know they have already collected the premium and avoided paying the claim. I am taking this business, Petplan Insurance, to small claims court as well as contacting the Better Business Bureau. I will continue to let as many people I can know the standards and practices of this organization.
bill
bill
Right on brother. They tried to gyp me too after I did an online sign up. Seems they said I didn’t have a cat exam before I signed up. Some 3 weeks went by and the person on the phone kept saying my vet was not good because he didn’t keep detailed vet notes. Go argue with him I said. He’s been a vet for 40 years. Then a guy called and before he could say no coverage I told him I had the hard copy of the exam prior to signing up. He gave up. When I had a claim they applied 3 100 deductibles to a 600 claim. I had to pay over 300 out of my pocket. Very bad faith company tries to weasel out of paying any claim they can avoid. I changed to a better one. Ask them about the pre-existing thing. Any time your pet has an illness they classify it as pre-existing so you don’t get paid the next time.
Sara
Sara
Oh my gosh!!! I was going to sign up my three cats! It was going to be a big cost to me but I thought it would be worth it in the end. Thank u for alerting us of this “scam” and I’m sorry that you had to go through that! I’m scared to think “what if” this had happened to me. I’m glad I checked the reviews first, I don’t always do it.
shavy
shavy
Your policy specifically states that the animal covered requires an annual wellness check. It is your responsibility as an insured to be on top of your own eligibility; it is not the insurance company’s job to nanny you and send reminders that you haven’t taken your dog to the vet. They don’t require you to file anything attesting as to when the annual check was done, and therefore don’t know if or when you’ve done it. They assume that you understand your policy rules and exclusions and are responsible enough to have followed them. As an insurance agent (not for pet insurance), this is a common occurrence – people don’t read their policies and then get angry when their claims are denied for legitimate reasons that were specified in the policy. I don’t know PetPlan well enough to comment on whether they are a good company or how they pay out claims, but calling it a scam because you managed to exclude yourself from coverage is unfair to this company.
Sarah Yates
Sarah Yates
I agree. When I signed up, they made it very clear that my pets had to have an annual exam done. It’s part of our responsibility as a pet owner to make sure they have annual exams. PetPlan also made it very clear that each condition has its own deductible. I decided as a pet owner to have my pets examined before coverage so I would know what was covered (in case there were exclusions). I do think with all the information thrown at owners, it is easy to overlook important details. A company is damned if they overwhelm us with too much info and damned if they don’t state enough. I think for legal purposes, they have to cover themselves in every way they can.
Wanita Jordan
Wanita Jordan
The person who wrote the review was denied the claim even though the tumor would have occurred if they took the dog for an exam. No exam would have prevented the growth. This claim should have been allowed.
mikesco
mikesco
Seems to me if they are not going to pay a claim based on no annual exam, they had 0 risk, therefore they should at least refund your premiums for the period time you weren’t covered.
Jason
Jason
I had them. Good luck getting them to actually cover anything.
Kate
Kate
I was talking to a friend over the weekend and she casually mentioned how she has pet plan insurance for her dog! I had just been researching pet insurance for my dog and was happy to hear she is satisfied with PetPlan's insurance plan. She mentioned she also gets a free newsletter along with the insurance called "fetch" in the mail which is a great bonus. I think I am going to purchase PetPlan now thanks again for providing the review! 
Jason Mevorah
Jason Mevorah
This is a standard review this company does to combat negative reviews.
a clever canine
a clever canine
I am doing pet insurance insurance and was happy to find this review as I was leaning towards PetPlan anyway. I am still new to buying pet insurance and am curious if the rates vary based on state and/or breed? I wonder if there is a "family plan" too for multiple pets – similar to humans. I just got a new puppy as an early Christmas gift so this is all so new to me but learning as I go. 
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