Petplan Insurance Review: Is It The Most Comprehensive?

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Pug outside with bone in mouth (caption: Petplan insurance review)Petplan is among the most reputable pet insurance companies due to its outstanding customer service and excellent coverage. However, competitors have stepped up in recent years, offering more coverage for less money.

Why do we think Petplan still deserves your consideration as a pet insurance provider? Read our review to see why you might choose Petplan, especially if you’re signing up as a new customer or adding a new pet.

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

Article Overview


4.3 / 5
Policy Coverage 4.8
Customer Service & Reputation 4.3
Timeliness of Claim Payment 4.5
Price of Policy 3.8


  • No claims credit (15% discount for each consecutive 12-month policy period without a claim, up to 30% max discount)
  • No lifetime or per condition claims limit
  • BBB rating: A+ (under its incorporated name, Fetch, Inc.)
  • Claims are typically paid within 5-7 days although it allows up to 30 days
  • App available to support claims via iOS and Android
  • Covers the exam fees for sick visits ($50-$250 on average)
  • Covers advertising lost pets, losing your pet, cancelled vacation due to pet illness, etc.
  • Offers a 5% discount for users purchasing their insurance plan online
  • Your pet is covered when they travel with you in the U.S. or Canada


  • No multi-pet discount
  • For coverage to apply, you must take your dog to the vet within 48 hours of noticing symptoms of an illness or injury
  • Several policyholders complain that Petplan delays payment on claims (often due to a short upfront waiting period as a new customer) and requires an invoice from your vet
  • Dogs must have annual health and dental check-ups in order for coverage to apply. Failure to do so may mean your dog won’t get insurance coverage until that checkup is done.
  • Only covers CCL (ACL) on a second leg if the first leg remains healed for 12 months (if your pet received treatment for a cruciate or soft tissue injury to one knee before policy inception, then the other knee is automatically excluded)
  • Sample quotes were higher than competitors
  • No wellness plan available
  • $3.50 credit card processing fee for monthly and quarterly payments

2 yellow dogs in grass (caption: Pet Insurance Reviews)Alternatives To Petplan

While Petplan has a lot to offer, it did not make it into our top 3 picks for best pet insurance providers. Our experts have analyzed over a dozen pet insurance providers. Check out our pet insurance reviews to learn more about this year’s top-ranked companies.

Petplan App Screenshots

Key Features

  • Underwriter: XL Specialty Insurance Company
  • Offers a bilateral exclusion (a condition or disease that affects both sides of the body) for injuries/conditions of cruciate ligaments — if one side were pre-existing the policy would exclude the other if injured
  • Must submit claims within 90 days following treatment via the mobile app, fax, email or mail
  • PetVetDirect reimburses the veterinarian directly
  • Claim repayments may take up to 30 days but are typically paid within 5 to 14 business days for complete claims submitted via the app or online
  • 30-day free look period (similar to a money-back guarantee)
  • No claims credit: For each 12-month period between renewal offers that your pet goes without a paid pet insurance claim reimbursement, Petplan will apply a 15% No Claims Credit to your policy premium, up to a 30% maximum total credit. So your premiums might actually decline over time.
  • Policies of $15,000 annual limit or more offer additional coverages:
    • The cost of advertising and paying a reward for a stolen or lost pet
    • The reasonable cost of boarding your pet at a licensed kennel or cattery while you’re in the hospital as a result of your own sickness, disease or bodily injury
    • Reimbursement for the price you paid for your pet if your pet is stolen or goes missing during the policy period and is not found
    • Reimbursement for the price you paid for your pet if your pet dies or has to be put to sleep by a vet during the policy period, as a result of injury or illness
    • Reimbursement for any travel and accommodation costs you cannot recover if you have to cancel or cut short a vacation during the policy period because your pet is injured or shows the first clinical sign(s) of an illness while you are away or up to 7 days before you leave, and as a result requires immediate lifesaving vet treatment
  • Discounts available for: animal shelter or humane society, corporate group benefit plan, medical services, strategic partner, veterans and serving military, veterinary clinic staff and students

Exam Period

Petplan requires vet exams to establish your pet’s baseline of health.

  • Must occur within 6 months before or 30 days after enrollment for any age animal
  • If your pet hasn’t had a vet exam within 60 days prior to the policy’s effective date, any medical condition(s) observed or recorded during the next vet exam will be excluded from coverage

Pre-Existing Conditions

Defined by Petplan as:

A medical condition which first occurred or showed clinical sign(s) before the effective date of this policy or which occurred or showed clinical sign(s) during the policy waiting period.

Petplan covers curable pre-existing conditions after 365 days. From Petplan’s policy:

There is a 365-day exclusionary period for any curable medical condition that is observed, recorded, or identified up to 365 days prior to the original inception date of the policy or during the waiting period. A second 365-day exclusionary period will apply if the curable medical condition reoccurs within the first 365 days after the original inception date of the policy. If the same curable medical condition reoccurs during the second exclusionary period, then it will be excluded from coverage for the life of your pet.

Customer Service Hours

  • Email, live chat and phone: 24/7

Waiting Periods

Petplan Pet Insurance Waiting Period ChartXL Specialty Insurance Company issues all new Petplan policies. Below are the waiting periods for these policies.

  • 15 days: Illnesses
  • 15 days: Accidents
  • 6 months: Cruciates and patellas
    • Can be waived if a vet examines your pet within 30 days of policy issuance and the vet notes explicitly that there’s no indication of any knee problems. From Petplan’s policy:
      • If your pet has received treatment or has shown clinical signs of a cruciate or soft tissue injury to one knee prior to the effective date of this policy or during the first 6 months of this policy, where no certificate of knee health has been provided as described in section V. h., then the other knee is automatically excluded from coverage.

What Does Petplan Cover?

Services included are not limited to this list and are subject to change.

Covered by PetplanNot Covered by Petplan
Injuries & accidentsWellness & routine care
IllnessPreventative care
Non-routine veterinary exam fees & sick visits, including specialists and emergency careProphylactic teeth cleaning
Dental coverage for oral disease and injuries – including periodontal disease, extractions and advanced treatments such as root canal therapyNon-curable pre-existing conditions
Behavioral treatment – including anxiety disorders such as travel and separation anxietyElective treatments e.g., tail docking, ear cropping (not recommended by a veterinarian to treat or diagnose an injury or illness)
Hereditary and chronic conditionsBreeding, pregnancy, whelping or treatment of offspring
Imaging (X-ray, MRI, CAT scan, ultrasound)
Diagnostic treatment
Prescription medications
Cancer treatment
Surgery & rehab
Alternative, holistic and homeopathic treatments
Curable pre-existing conditions

Is Hip Dysplasia Covered?

Petplan covers hereditary conditions, such as hip dysplasia, as long as there were no signs or symptoms before the policy or during the first 6 months that the policy is in effect.

Price Quotes

Schnauzer Dog laying on pile of moneyetplan has annual coverage limits of $2,500, $5,000, $10,000, $15,000, $20,000, $25,000 or unlimited. The lower the limit you select, the lower your monthly premium will be. However, we always recommend getting unlimited or the highest level possible within your budget because you never know what illnesses or injuries your pet may experience in one year.

Petplan offers $250 to $1,000 annual deductibles and 70%, 80% and 90% reimbursements. The higher your deductible and the lower your reimbursement, the lower your monthly premium will be. There may be more options available based on your unique circumstances so be sure to reach out to Petplan by phone at 800-237-1123 to explore possible customized plan options.

The cost of each policy is unique to your pet and depends on many variables, including your pet’s age, breed, location, health conditions and more. Below are some sample quotes we’ve obtained from Petplan. Quotes are from December 2019.

BreedLabrador RetrieverEnglish Cocker SpanielGerman ShepherdYorkshire TerrierYorkshire TerrierYorkshire TerrierMixed Breed Cat
Age2 years8 years4 years6 years2 months2 months2 years
(zip code: 33134)
(zip code: 60290)
(zip code: 90001)
New York
(zip code: 10001)
New York
(zip code: 10001)
(zip code: 60290)
Washington D.C.
(zip code: 20001)
Price Per Month$81.39$110.00$65.67$95.84$40.04$24.28$32.57
Reimbursement Level80%70%90%90%90%80%80%
Annual Deductible$250$500$500$250$250$250$250
Annual LimitUnlimitedUnlimited$2,500$15,000$15,000$5,000Unlimited

You can get personalized price quotes for your pet(s) from reputable companies, including Petplan. You can also visit our pet insurance quotes page to see how the cost of Petplan stacks up against the competition.

Transaction Fees

Petplan charges a $3.50 transaction fee for every monthly or quarterly payment. The quote given online includes this fee. There is no transaction fee for annual payments.

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!

Reimbursement Story

American Golden Retriever in grass

When her mother injured her back and landed in the hospital, Delaney, a 5-year-old Golden Retriever, took out her stress on the holiday décor. A belly full of garland later, Delaney needed X-rays, emergency surgery and medication to save her life. Luckily, Delaney’s family had pet insurance and could say yes to the care their precious pup needed to make a full recovery.

  • Treatment Cost: $3,409
  • Petplan Reimbursed: $2,568
  • Final Cost For Pet Parents: $841

Customer Reviews

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

Positive Reviews

Petplan has been has been pretty amazing with my claims. I have a frenchie who has been insured with them since she was a puppy. Thankfully I didn’t have to use it until she turned 7. She got a horrible case of pneumonia and they reimbursed me a very large sum of money and did it incredibly fast. Hopefully they keep this up. In addition i had an amazing experience with their customer service. His name was byron guinyard. He stayed on the phone with me for about an hour going over all my options and was incredibly knowledgable and helpful. If it wasn’t for petplan I would not have been able to afford the care that my dog needed so I am thankful for them! – Lea M., Yelp 11/21/2019

I have a 3 year old cocker spaniel who has been unlucky in his short life and needed veterinary help in the form of both medical and surgical procedures. Petplan have been helpful if I needed help in completing a claim. They always deal promptly and payment is made swiftly through my bank account Their staff are always polite and pleasant and express their care about my dog and myself showing they understand how upsetting it can be when a pet is unwell. I would always recommend them to anyone. – Patricia B., TrustPilot 12/6/2019

Negative Reviews

I’d suggest staying away from this company. I filed a claim for our pup when she was having issues with glands. We had insurance with them from day one, 1st vet check up was clean on day one. Petplan is refusing to pay for the issues saying they were pre existing. How’s that when we had insurance from day one of a puppy and a clean bill of health from day one? Company use to be good but has definitely taken a turn for the worse since my last pup. I’d recommend looking for other pet insurance company’s. Our vet even said Petplan Pet Insurance – North America has been bad over the years. – Bill B., Yelp 11/18/2019

I have had pet insurance with Petplan for 5 1/2 years for my rescue dog Dexter. I have not made any claims during that time. I have paid them thousands of pounds. My dog then had to be treated for chocolate poisoning. Petplan refused to pay out until they had a full vet history from my current vet and my previous vet (from over 4 years ago). What possible relevance is the vet history to an incidence of chocolate poisoning. Avoid this company. – Jeff L., TrustPilot 12/5/2019

Do I Really Need Pet Insurance?

Pet insurance helps reduce out-of-pocket expenses 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 peace of mind when they do happen.

Worried about what your dog’s eating when you’re not looking? Perhaps Petplan can help you feel more protected. Check out the video below of how Petplan saved Spike’s mom from paying out of pocket for his surgeries and therapy.

Petplan vs Other Companies

See what the key differences are between Petplan and other leading pet insurance companies.

Petplan vs Healthy Paws

  • Petplan has a shorter 15-day waiting period for hip dysplasia, while Healthy Paws is 12 months.
  • All Healthy Paws plans include unlimited claim limits, while Petplan offers claim limits ranging from $2,500 to unlimited.
  • Healthy Paws averages a 2-day claim repayment, while Petplan average 5 to 14 business days.

Compare Petplan and Healthy Paws

Petplan vs Pets Best

  • Petplan’s underwriter (XL Specialty Insurance Company) has an A rating A.M. Best, while Pets Best’s underwriter (American Pet Insurance Company) is unrated.
  • Pets Best has a shorter 14-day waiting period for hip dysplasia, while Petplan is 6 months.
  • Pets Best was consistently among the least expensive when we ran quotes, while Petplan was more towards the middle or high end.

Compare Petplan and Pets Best

Petplan vs Trupanion

  • Petplan pays out claims within 5 to 14 business days on average as opposed to the 60 days Trupanion allows.
  • Trupanion has a shorter 30-day waiting period for hip dysplasia, while Petplan is 6 months.
  • All Trupanion plans include unlimited claim limits, while Petplan offers $2,500 to unlimited claim limits.

Compare Petplan and Trupanion

What’s Our Final Verdict On Petplan?

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

Although Petplan’s pricing is higher on average compared to several top pet insurance providers, we think Petplan’s unlimited annual coverage is tough to beat and certainly worth considering. We’re also impressed with its stellar claim repayment reputation, which averages 5-14 business days.

Ultimately, whether you pick Petplan for your pet is up to you; however, here at Canine Journal, we always advocate some form of insurance. See how Petplan stacks up against other pet insurance companies in our comparison article.

Why are you considering Petplan?

About The Author:

Kimberly received her Bachelor of Arts in multimedia journalism from Simpson College. She has been writing about dogs since 2014, covering subjects such as dog insurance, training, health, accessories, and more. Her work has appeared in many notable brands, including The New York Times' Wirecutter, Reader's Digest, Forbes, People, Woman's World, and Huffington Post.

Kimberly's natural curiosity helps her research as she seeks the truth when learning about, comparing, and personally testing canine products and services. With every piece she writes, her goal is to help our readers find the best fit for their unique needs. Kimberly grew up in a family that loved Labrador Retrievers and remembers running and playing in the yard with them as a child.

In 2017, she and her husband adopted their Coonhound mix, Sally, from a local shelter. Kimberly’s research was put to good use since Sally faced some aggression issues with other dogs and needed some training to be an inside dog. She worked daily with Sally and sought help from professionals to help Sally become the happy pup she is today. One of Kimberly’s favorite pastimes is spoiling Sally with new toys, comfy beds, and yummy treats (she even makes homemade goodies for her). She tries to purchase the safest products for Sally and knows that each canine has their own specific likes and dislikes. Kimberly is passionate about dogs and knows the bond between humans and canines is like no other.

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.
Disclaimer: The information provided through this website should not be used for diagnosing or treating a health problem or a disease. It is not a substitute for professional care. If you have or suspect you may have a health problem, you should consult your health care provider.

Disclaimer: This website contains reviews, opinions and information regarding products and services manufactured or provided by third parties. We are not responsible in any way for such products and services, and nothing contained here should be construed as a guarantee of the functionality, utility, safety or reliability of any product or services reviewed or discussed. Please follow the directions provided by the manufacturer or service provider when using any product or service reviewed or discussed on this website.

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Mrs W
August 6, 2020 11:40 am

Be very careful if you are sent a renewal. A sudden exclusion was applied to mine.

I and my vet could not understand it, other than PetPlan trying to save on costs of people making claims perhaps? My vet was so adamant that they submitted a full clinical history for my pet, as asked by Pet Plan. Pet Plan did not accept it or my vet’s opinion. I didn’t want to insure my pet with a company that makes up exclusions, tries to get them past the customer in very small print, and does not accept the professional advice and medical facts from a qualified vet.

I am very concerned that this company has had a sharp rise in complaints over the last 2 months and that they are not going to pay out for any genuine claims, so I have canceled and renewed elsewhere. Two of my colleagues have also done this, finding other issues with them recently. They also emailed me twice asking the same question, and just will not accept the facts. I see that they are emailing people who post a negative review on other sites to continue disputing once people have left. I just would like my pet to be safe and not to be harassed by this company, and for my vet’s opinion and medical fact to be accepted as such. Disgusting. The poor pets and customers.

Petplan Customer Service
August 10, 2020 11:45 am
Reply to  Mrs W

Hi there – I’m sorry to hear you’re so upset and would like to better understand what happened. I will need some additional details to get a full picture of your policy, renewal, and claims, however. Please contact us at so we can better understand what happened here. Thank you.

July 29, 2020 5:46 pm

I filed a claim (my first claim) over three weeks ago. I have not received a phone call, email, nothing! I have three pets with them…I will be shopping around!!!

Petplan Customer Service
August 10, 2020 11:44 am
Reply to  KIM

Hi Kim – it can take up to 30 days to process a claim depending on how much volume we receive and if we have the paperwork needed to process the claim. I saw your comment on another board and replied there also but I just checked today and it looks like your claim was approved and processed on August 6th so you should be receiving your check soon if you haven’t already.

Jason Singer
June 14, 2020 10:03 am

Dewey has been insured by PetPlan for eleven years. I e almost never used it. Today I received a renewal letter with a premium increase of over 150%! Nice look during a pandemic. Poor guy on the phone says everyone has been calling about the same thing. Outrageous. They know we can’t get a different company for a senior dog…so…

David Parisi
May 19, 2020 3:43 pm

I’ve had Petplan for the 11 years I’ve had my dog. They were fantastic until they were bought out around 3 years ago. Since that time, they doubled my premiums in 2 years and this past week, I got my renewal letter and they are giving me at best, what I would consider catastrophic coverage. When I called and asked them why, they said that because I have filed too many claims, they are changing my policy. (read Beatrice’s review dated May 6, 2020 in Pet Insurance Review because she’s going through the same thing) I do believe the other reviewers where they say that their experience was positive, but be very careful about these other issues which you have no control over and you can’t change to another company because no insurance company covers pre-existing conditions. I went from a $150.00 deductible per illness and then they would reimburse me at 90%, to being forced to take a $500.00 deductible and then they would reimburse me at 70%. They would not allow me to change anything. Basically, they aren’t going to pay me anything unless it’s catastrophic and even then it’s only at 70%. There are other insurance companies out there that won’t do this. PLEASE check them out before buying from Petplan.

David Parisi
May 19, 2020 3:39 pm

I’ve had Petplan for the 11 years I’ve had my dog. They were fantastic until they were bought out around 3 years ago. Since that time, they doubled my premiums in 2 years and this past week, I got my renewal letter and they are giving me at best, what I would consider catastrophic coverage. When I called and asked them why, they said that because I have filed too many claims, they are changing my policy. (read Beatrice’s review dated May 6, 2020 because she’s going through the same thing) I believe the other reviews where they say that their experience was positive, but be very careful about these other issues which you have no control over and you can’t change to another company because no insurance company covers pre-existing conditions. I went from a $150.00 deductible per illness and then they would reimburse me at 90%, to being forced to take a $500.00 deductible and then they would reimburse me at 70%. They would not change anything. Basically, they aren’t going to pay me anything unless it’s catastrophic and even then it’s only at 70%. There are other insurance companies out there that won’t do this. PLEASE check them out before buying from Petplan.

Scott K Shimabukuro
May 7, 2020 2:40 pm

Terrible. The plan cost us $868/year. My dog went in for an ear hematoma, abscess and arthritis. The Plan’s deductible is per condition, not per year which means while we spent well over a thousand dollars none of the separate conditions went over the deductible meaning we collected nothing. We would have been much better off had we kept the $868 and spent that on vet bills.

Once you turn in a claim they just delayed delayed
April 6, 2020 4:09 pm

They are awful, really bad customer service . Once you turn in a claim they just delayed delayed delayed never can find the forms that you’ve already sent and you have to keep going back to your vet and ask him to send them again there’s a lot a better companies out there more coverage for less premium

John from Buffalo
April 3, 2020 9:13 am

$10,000 later (we paid $0 of that), and $250 of insurance 3mo prior sign-up to the freight train hit us. I can’t recommend Petplan enough. Our 2 year old Setter developed a torsion and required two surgeries and emergency care from the best emergency clinic west of Cornell, NY (we live in Buffalo). I can’t say this enough – these people are amazing. Considering the world crushing us from the outside in, this was crushing us from the inside out as we tried to save our Setter and ultimately we didn’t have to worry about the financial end of the stick to do so. Our Setter was our life – and we lost him. I am unreasonably UN-burdened by the financial cost, because of the wise decision my wife choice to get pet insurance. If she didn’t this would be on our shoulders – which we are in a station in life, to not worry about this. However, I am not left with the guilt of having to make a decision over money, vs. our love to try and save his life or let it go. Post having to let him go, this makes it sit with me emotionally that we did everything we could within our means to save his life. The GUILT portion is lifted, thanks to Petplan. That’s what makes the choice even easier to continue on with Petplan on our next Setter. Considering how COVID is ongoing and folks are suffering by not having streams of income, I can only imagine us not having the ability to pay for those bills even more now than ever.

Petplan – just do it. It’s cheap, and if the hurricane meets you in life and you are jammed up with the choice to let go or fight, this will be the savior from both the guilt of letting go way to early for something of such joy in your life, before its required by the cycle of life.

March 30, 2020 3:02 pm

Petplan is the worst plan I have came across. They took over $47.00 out of my acct without my permission, I got a call for me to call about if I wanted petplan ins seen I didnt call back they should have known I wasntinterested. Instead they wait a month to take the money out of my acct without having any paperwork on where to go for my dogs pet policy nothing. The manager then wants to blame me said if I called back to cancel it they wouldnt have taken the money yet sent me no policy paperwork to even take my dog within the time frame she was covered. They just got mad cause I wanted my money back and told them I would get her back on it in few mo after I moved so the sorry son of a bitch wouldnt even refund any of my money. They are very shady how the hell can I look up her policy without no materialpapers in hand? He asked if I wanted to cancel the policy I said with a big Fuck Yea I’ll find a better place to get my animals covered.

May 1, 2020 11:13 pm
Reply to  Rosina

I deal with people like you all the time in my job. How could they have drawn from your account if you didn’t provide the account information? Was it just a lucky guess on their part? Also, how could you not have wanted the insurance since you provided the banking account information in the first place? Everyone sees right through you and I think they did the exact right thing! By the way, I am NOT a customer…yet!

Stephen Furst
March 24, 2020 12:01 pm

I just received my renewal premium for a healthy 2-year old cocker spaniel. The premium went from $405.44 to $799.48 annually. They have NEVER had to pay a claim! AVOID THIS COMPANY AT ALL COSTS!!!

February 20, 2020 5:34 pm

Been with them 11 years will never go with them with any new pets from now on. They have gone from great to horrible. They used to pay within 2 to 3 days you would have a check in the mail they were great! Then I get bought out by other companies and it just slides downhill from there. Now you get turned down for so many things saying that they need more information even though you’ve sent them everything and the vets are specialist and have been the same vets they have covered for years. You have to call or within a short time frame you have agreed in every claim to accept their denial if you don’t respond within a certain time so you have to constantly check! Then they change the terms of each pets deductible and after the deductible is supposedly met sometimes thousands of dollars later and they are supposed to cover 80% they never do. Now they fight me on everything even though I have always told the truth I have always gone to extremely reputable places with the best vets. Brought my cat in this year to get an exam and also deal with a constipation issue. Because I have them both done at the same time they considered his constipation pre-existing to this year‘s exam it doesn’t matter if he has been with them 11 years nonstop with no prior issues. So I am denied the rest of his life everything is out of pocket over $1500 besides his $1000 a year policy and zero coverage for this from now on. They said they could not tell me if anything else in the future would be covered that is fine now and that my best bet is to get pre-authorized which I have never had to do before. So it doesn’t matter how long you’ve been with them all they care about is the start date of that year’s policy. So if I had had the exam and then taken him in later for constipation it would’ve been covered so learn from my mistake. They have an app to send your claim and which are used to work great but as they keep changing it they make it harder and require more information as the years go by. And no matter what I say they will not change when you make a claim the first thing you see on the first page is “if your pet is no longer with you check this box”. Your beloved pet is making a claim due to the fact that it is ill and often terminal and the last thing you want to be reminded of EVERY time you start a claim is if your pet is still alive or not! It should be on the last page not the first page if at all! Of course you’re going to contact them if your pet passes away or is euthanized but they don’t care If it seems inappropriate or upsets you at all. Speaking of that it took over two months to get my cats euthanasia covered that was a battle as is everything these days. You have to be on top of it all expect them to turn it down now expect to fight them and have to battle over every claim and expect to not get paid for quite some time! Go somewhere else because once you start it’s hard to leave due to age, pre-existing etc.

Rosetta Scimeca
January 21, 2020 7:30 pm

Petplan Insurance denied my dog (who is only 4 years old) an ACL surgery because she hadn’t been to the vet within the first 30 days of having the insurance. I am a full time student who only works part time and now I have to come up with over $4,000 to allow my dog to walk again I am so beyond disgusted with the greed this company showed. They are sneaky with people so they can get out of actually helping. If I were told to bring her to the vet explicitly I WOULD HAVE but I saw no need because she was healthy. They are now claiming its a preexisting condition. I saw so many great reviews on it too, so whoever is looking for a new pet insurance DONT CHOOSE PETPLAN!

Christina F Martinez
February 19, 2020 6:00 pm

Same here! I even had a letter from my vet at their request stating it was NOT preexisting. They denied the appeal in less than 24 hours after submission. AWFUL customer service. Do not use this company!

January 17, 2020 2:37 pm

When my pets turned 10 This plan has increased my copay increased my deductibles per condition limited me to 15000 annually and increased my monthly charge. Wait they decreased my monthly charge by a few bucks. oh and no more choices they said I was lucky they did not cancel me like other companies do. They “sold the company and changed underwriters” about 2 years ago and have become very aggressive with penalizing me for utilization and the aging of my pets> I would never get them again. once you are with a company you are stuck with them in a preexisting condition situation.

Stacy L
December 17, 2019 9:01 pm

Petplan denied coverage for surgery for my dog, claiming he had a preexisting condition, which he did not. I’ve been paying for this policy for 7 years, and could have paid for his surgery 10 times over by now. When I called to try to get them to reconsider or file an appeal, they had nothing to offer me but the “opportunity” to change to a lower level of coverage. Ridiculous!!

Do not use Petplan. They claim to care but absolutely do not. Check out their Facebook page–there is a reason why they don’t have a Reviews section on their company page.

I have so many friends and family with pets, including some who work with and in dog rescues, and they’ll all be hearing about this. Shame on you, Petplan!

November 7, 2019 2:22 pm

Well Canine Journal, it took you a while, but you finally moved Pet Plan off the top of your list. I have pet plan and though there are some positives, I just feel like we are with a company we cannot trust. Their huge premium increases were crazy and as a pet parent you feel trapped when your pet has a pre-existing condition. I have had a couple of claims that were denied. The first one took a couple of months but they finally overturned it and paid. The second one they denied only took a few days to resolve and they ended up paying on that too. You want peace of mind knowing your pet is covered. I don’t want to wonder “will they pay this? Will it be covered? Will they try to deny it?”.

Sarah Yates
November 11, 2019 11:16 am
Reply to  Kimberly Alt

sorry I should clarify. Your top 3. The top 3 are always highlighted. I was pleased to see there were not in your top 3 anymore.

A big part of my decision to choose pet plan was based on your review a few years ago. Once Petplan changed underwriters, that’s when a lot changed. Definitely more complaints which you address in your cons.

Thank you 🙂

Trish Ryan
October 20, 2019 6:39 pm

I have no idea how this has high reviews. I had this insurance for a couple of years. The price/cost automatically goes up after a year, by the way. My German Shepard got injured and was limping badly and his breathing was really fast. This went on for days so I took him to the vet. They suggested checking his heart and xrays on his leg and hip. Nothing could be found on the xrays, so I was told to go to a doctor to check his ligaments. But I first decided to send in a claim to Pet Plan. They were horrible. They kept asking for more records and doctor notices. Then finally they denied my claim stating that my dog had a prior heart condition. THAT WAS A FLAT OUT LIE. … AND THEY READ THE DOCTOR’S REPORT WRONG. My vet gave my dog a complete exam and said he was in perfect health. Then they continued to ask for more information on my dogs legs… I gave them everything. What I realized is that they would do this every time in the future so as to NOT PAY A CLAIM.. THEY ARE HORRIBLE.. SAVE MONEY EVERY MONTH FOR EMERGENCIES BECAUSE PETPLAN WILL REFUSE TO REIMBURSE YOU!

Cheryl R.
October 14, 2019 11:03 am

I I have been with petplan for nearly 15 years. But in the last several since the new underwriter petplan is not a company of choice today. If your pet stays healthy you will be fine. But with an older dog and increasing health issues my insurance premiums have tripled. They may not cancel you but they will raise you so that you need to cancel them as you basically just can’t afford the coverage and then you are without coverage. The exact opposite reason you got pet insurance. My insurance premium went from 1542 to 3600 in one year. Beware of this company. They give you a lot of benefits for not having claims. The more claims you have the more they will raise your insurance plus they look at age yearly. I recently got two new puppies and have found a different Insurance Company. You need to ask if they raise your rates based on age and number of claims as this is very important.

Beatrice Greenberg
September 11, 2019 11:48 pm

My West Highland White Terrier, was insured with PetPlan for many years. At age 2 1/2 she had surgery for luxating patellas and crashed. After several months of trying to figure out what was going on, she was diagnosed with an autoimmune disease that resulted in IBD and arthritis. We were so happy to have PetPlan to help us keep her healthy and happy. As she aged her issues necessitated a lot of medical care including physical therapy to keep her muscles from atrophying. PetPlan continued to be there to cover her many expenses. Prior to her 14 th birthday they let us down in a shocking change in coverage. The PetPlan policy we paid for had unlimited coverage, $100 dedicate per illness and 10% co-pay. In August, 2019, the new policy went into effect and limits coverage to $15,000 per year, $750 per illness deductible and has a 30% co-pay. While the premiums went down significantly, it was in no way proportional to the drastic change in coverage. They gave us no choice in what coverage we could purchase – it was this lousy coverage or nothing. I suppose they hoped we would walk away. This from a company that told us that we could keep the coverage we purchased as long as we paid our premium. In a recent chat with this company as prospective client, they continued to provide what appears to be deceptive information about coverage for aging pets. The following statements are from the chat:

So, I can keep the coverage I purchase throughout the life of my pet, regardless of any health issues or the amount of money PetPlan has had to pay out?

Pet Plan Response

Yes. Per our terms and conditions, the coverage can be changed but you would be notified before that occurred. It would be in a very rare circumstance, like a change of underwriter for example.

In the current situation, there was no change in underwriters. So, as when I purchased the policy they are still letting consumers believe that they will let you keep the policy you purchased for the life of the pet – except for “very rare” circumstances, which according to the chat would not include high claims.

You be the judge and jurying and decide if you want this company to protect your pet. Ask a lot of questions and force yourself to read through the policy. If you need a lawyer to read the policy I suggest you go elsewhere.

January 17, 2020 2:41 pm

thank you so much for your review I totally agrees

August 30, 2019 9:49 am

If you try to put a claim in Pet Plan does everything in their power not to pay. My dog had surgery and need to go to ER per his regular vet’s instructions less than 48 hours later. He was having complications due to surgery/medications his primary vet and I believed. Petplan insists that since they found a UTI in addition to side effects from post-surgery meds that the deductible must be met again. It is all tied together as were the tests but again they are screwing their customers. If my dog was not so old I would change companies. The new underwriters have made this one of the worst companies to buy insurance from. For those of you who have not started with this company USE ANOTHER COMPANY. DO NOT BUY FROM THIS COMPANY.

Casey Leonard
August 25, 2019 4:05 pm

Had 90% 250 deductable. 2 years i paid them, dog required cataract surgery because his eyes became inflamed and blind in one eye surgery was $6200 they denied claim. Modern day snake oil salesmen only its paper and a promise. Total scam use illegal insurance tactics that have been outlawed for humans just using it for pets. Don’t use save your money start a go fund me account for help from friends. This will only cost you money and maybe your pets life cause they won’t be there as they should morally and wait they advertise for. Small print is everything and who’s got time for that. Viking days would have taken care of these people long ago.

Cheryl Ross
August 19, 2019 3:46 pm

Do not buy PetPlan Pet Insurance. I recently had to have a gallbladder removed on my 14 years old dog. There were alot of complications but my little guy pulled through. His insurance was $1642 yearly. When I got my new premium for the following year, PetPlan raised his rate to $3660. PetPlan is only good for people who plan to have healthy pets. They will not cancel you, but will raise your premium (or change your coverage) in hopes you cancel the policy. I also had a friend who’s 3 years old now has back issues. Petplan changed her policy from $200 deductible, 10% CoPay to $750 Deductible and 30% Copay. So if you want peace of mind….don’t get Petplan.

Trish Ryan
October 20, 2019 6:40 pm
Reply to  Cheryl Ross

I went through the same thing. Paid for this for over 2 years and then they wouldn’t pay a simple claim, stating my dog had a pre-existing condition. They read the doctors report wrong too because he said my dog was in perfect health. PetPlan had already claimed he had a pre-existing heart condition… COMPLETELY LYING!

Valerie Lancaster
June 6, 2019 4:26 pm

I wished I would have done my due diligence and homework when it came to buy pet insurance . . . I did not.
So only in the world of PetPlan Insurance would a previously broken bone (Jaw) that was broken well over two years prior the policy inception date be considered preexisting condition.
What they said was: We were not able to offer coverage for your claim because the condition was found to be pre-existing. There is an exam from 6/4/18 which is before an active policy was in place, medical records note that Chao’s mandible was previously fractured & repaired – but still skewed to the left.
This jaw was fractured the first time January 1, 2017. And through a goofy accident on April 23, 2019 was fractured again …. the policy inception date was 7/20/2018. Note the fact that PetPlan notes that the jaw was previously repaired. So essentially they can deny ANYTHING and EVERYTHING because it may have happened before with your pet.
In the Pet World … the usual definition of a pre-existing condition is: A pre-existing condition is a disease, a problem that your pet may be suffering from, or showing symptoms of, before purchasing an insurance policy. A condition that may surface or be diagnosed during the waiting period, usually one year from the date of signing up, is also considered a pre-existing condition. A broken bone/jaw does not fit that …. especially one that was REPAIRED prior to the policy inception period.
Pet Plan dragged the claim out for almost 50 days only to deny the claim. THIS IS A BUYER BEWARE. GO ONLINE …. read the reviews of ALL the pet insurance companies – this company does everything it can NOT TO PAY CLAIMS.. and on the same day they denied my claim – they sent me a renewal letter … isn’t that funny!!!! DO YOUR HOMEWORK-I wished I had.
I cancelled my policy – What is the point to pay them $$ if they aren’t going to stand by all the stuff they say they will do. AGAIN – DO YOUR HOMEWORK. READ THE REVIEWS.

May 27, 2019 11:20 am

I have a 10 month old GR
She has only been to the vet for shots and her spay until
3 weeks ago I took her in for a skin condition
Petplan is denying this claim as a preexisting condition
Doesn’t make sense I am appealing their decision
I had Healthy Paws for my last dog should have gone back to them but Petplan was cheaper
I highly recommend Healthy Paws
fast claim processing and great customer service

Keyai - Petplan Social Team
May 28, 2019 4:01 pm

Hi Dorothy, thank you for taking the time to post your experience working with Petplan. I am glad that you are appealing the decision since you feel we have declined your recent claim in error. Often what we need is additional information to approve payment for a claim.

Pippa Nutt
May 24, 2019 11:47 am

I completely disagree with this article. I’m on my third dog and have had pet insurance for all of the, it’s changed a lot over the years. When doing research last year I came down to Pet Plan and Trupanion, I went with Pet Plan because the monthly premium was lower, and it was a total mistake. They say they don’t increase premiums after a claim and it’s a complete lie. I have proof based on having taken out insurance on two different dogs the same age in the same area (even though they say premium adjustments are tied to your area, both dogs were in same area). Also, they reduce your coverage by dropping you from a 90% reimbursement to 70%, increasing your deductible to $750, and lowering the annual limit you signed up for and there is nothing you can do about it – not even if you pay a higher premium (and tough to switch after an incident because it will be considered pre-existing with another insurer). If you have to submit a claim, they give you the run around about needing more detailed medical records meanwhile the Veterinary Emergency Hospital (best in class in Toronto) has supplied a full medical history and even they think they are being ridiculous. Payments on claims take >3 weeks and they look for every reason not to pay. In the end, I should have chosen Trupanion, and when Pet Plan dropped my coverage limits I ended up getting secondary coverage through TruPanion. Learned a lesson but not an easy one when your dog still has 10+ more years to go.

May 20, 2019 4:57 pm

Petplan is a complete waste of money. Healthy puppy until he had vomiting and diarrhea one night. Repeatedly asked for more documentation. Took months to get a denial, which meant months of continuing to pay premiums. Avoid. Avoid Avoid.

Keyai - Social Media Manager
May 22, 2019 9:01 am
Reply to  Sally

Hi Sally, I hope your puppy is doing better now. If you feel we denied your recent claim incorrectly, we offer an appeals process. Please email us at your policy number so I can have a supervisor review and then follow-up with you directly.