Petplan Insurance Reviews: Is It The Most Comprehensive?

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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.

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

Article Overview

Key Features

  • Underwriter: XL Specialty Insurance Company (XL Catlin)
  • Vet exams are required to establish your pet’s baseline of health
    • Must occur within 60 days before or 30 days after enrollment for any age animal
    • If your pet has not had a vet exam within the 12 months prior to the effective date of the policy, any medical condition(s) observed or recorded during the next vet exam will be excluded from coverage
    • Pets older than 6 should be seen within 1 month of the effective date of the policy to establish a baseline of health
  • 6-month waiting period for cruciate ligaments and patellas can be waived if the pet is examined by a vet within 30 days of policy issuance and the vet specifically notes that there is no indication of any knee problems:
    • From Petplan policy: However, coverage will be afforded if your pet is examined by a veterinarian within the first thirty (30) days of the policy and the medical record specifically notes your pet does not have any pre-existing conditions relating to the knees, subject to the waiting period. But if this isn’t done and then there is a knee problem then the other knee gets excluded too.
  • Pre-existing conditions defined by Petplan: 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.
  • Has a bi-lateral exclusion for injuries/conditions of cruciate ligaments, if one side was pre-existing the policy will exclude the other if injured
  • Claims must be submitted within 90 days following treatment via the mobile app or claims form
  • Set to launch in the third quarter of 2018 is Petplan Pay+, which allows Petplan to pay vets directly
  • Covers miscellaneous items like advertising lost pets, losing your pet, cancelled vacation due to pet illness (exclusions are possible)
  • Claim repayment may take up to 30 days, but are typically paid within 5 to 14 days
  • 30-day free look period (similar to a money back guarantee)
  • Petplan covers curable pre-existing conditions after 365 days

Petplan Review

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


  • There is a 5% discount for users purchasing their insurance plan online
  • Covers advertising lost pets, losing your pet, cancelled vacation due to pet illness, etc.
  • No lifetime or per condition claims limit
  • BBB rating: A+ (under its 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 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
  • Customers state (and our sample quotes show) it is more expensive than Healthy Paws for unlimited annual claims
  • No wellness plan

What Is Covered By Petplan?

Here is a list of services that Petplan does and does not cover as of May 2018.

Covered by PetplanNot Covered by Petplan
Injuries & accidentsWellness & routine care
IllnessPre-existing conditions
Non-routine veterinary exam fees & visits, including specialists & emergency careTeeth cleaning
Imaging (MRI, CAT scan, ultrasound)Vaccinations
Diagnostic treatmentNeutering/spaying
Prescription medications
Dental (non-routine) treatment
Surgery & rehab
Alternative therapies
Referral & specialist treatment
Hereditary & chronic conditions

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.

Compare Pet Insurance Costs

Petplan 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 to you 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.

Below are some sample quotes we’ve obtained from Petplan. Quotes are from May 2018.

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$87.73$105.98$53.69$85.78$36.02$27.12$34.05
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 3 companies when you fill out just 1 short form. 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 transaction fee for every monthly or quarterly payment. This fee is included in the quote you are given online. There is no transaction fee for annual payments.

Hip Dysplasia Coverage

Hip dysplasia is one of the most common hereditary conditions found in many large breed dogs, but can also be found in small dogs too. Surgery for hip dysplasia can cost $1,700 to $4,500 depending on your dog’s specific case. That doesn’t include any medication or rehab that may be needed after the surgery is complete.

Did you know 41% of pet owners are worried they won’t be able to pay for their pet’s emergency medical bills? 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.

Waiting Periods

New Petplan policies are issued by XL Specialty Insurance Company. Below are the waiting periods for these policies.

  • 5-days: Accidents
  • 15-days: Illnesses
  • 6-months: Cruciates and patellas

Petplan Insurance Reviews

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

Positive Reviews

I found the solution to the healthcare crisis. Health insurance needs to use the Petplan model. Car insurance should follow suit. Seriously our puppy would not still be kickin’ if we did not have Pet Insurance. It’s a great feeling to not have to worry about the $ and concentrate on his care. The freedom to make choices without considering cost. The ability to save for a wedding while Zuul is sick. So anyway I’m totally sold on it. Wouldn’t leave home without it. If you’re considering it just pull the trigger. – Justin B., Yelp 3/31/2018

I am a happy member of the Petplan insurance family! Anytime I have a claim, I’m always treated with respect, kindness, and concern for both me and my pitbull Pippy. I want to commend [name redacted] today for being able to quickly and efficiently update my payment information (fraudulent charges had forced me to close my existing one). Because I am so pleased with Petplan, I certainly did not want there to be an issue for my premiums to them!!! Thanks, Petplan, for always being here to help me get through tough situations with a smile! – Robin H., Trust Pilot 4/27/2018

Negative Reviews

Total rip off company. When you make claims they take several weeks to scrutinize and then find way to deny claim. They also raise rates for arbitrary reason, such as moving. – Bob B., Yelp 3/8/2018

Their phone staff is either poorly trained or dishonest. I hope the former. I asked what do you pay after meeting the deductible? I was told 80? Of everything else. The correct answer is ” after meeting the deductible for each illness or occurrence ” we pay 80%. So I rushed to have some growths removed before the end of the year when my dog was still recovering from an allergic reaction to some medication..Because of this misinformation, I rushed to have growths removed that turned out to be malignant before the end of the year while he was still recovering from an allergic reaction to meds. It could have waited three weeks. Do not rely on anything they tell you. Read ALL the writing. BUT you can’t even rely on that… My renewal letter said my premium would be $ 644.00 but they charged my credit card $210.00 which makes my premium $820.00. When I called they said their March 8th letter to me was wrong so they charged me the right amount because they made an error and my premium should have gone up. I am stuck with these disreputable people now because we now know that what my dog has been struggling with since the beginning of December is Valley Fever. I am waiting to see how they try to deny the claim. So is my Vet. So be careful with these people. I was cautioned early on by by a tech at a different vet’s office about their unwillingness to pay claims. We will see this coming year. Last year they disallowed some and really hiked up my premiums so just ck with some vets. – Anne S., Trust Pilot 3/22/2018

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

Pet insurance helps 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 peace of mind when they do happen.

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. See how Petplan stacks up against other pet insurance companies in our comparison article.

Do you have pet insurance? 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.
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.
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 and her husband adopted Sally, a four-year-old hound mix, in early 2017, and she has brought so much joy into their lives. Life as pet parents has been very rewarding.

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I just asked a representative from Petplan about the yearly discount if you don’t file a claim. I quoted from above
“Receive a discount on your premium if you don’t file a claim (2% the first year, 4% the second year, 6% the third year, 8% the fourth year and 10% the fifth year)” The representative said this is not true. Petplan doesn not offer this discount. You had best check with Petplan or remove this from your review.
Diana H.
I have been with Petplan since 2014 and their customer service is just as excellent as the day I signed up. Their turn around time for processing my claims are paid quickly. The staff has always been polite and helpful. The most recent reps I’ve worked with was (name redacted) and (name redacted); they must bring their dogs to work because they are always so cordial and happy on the phone. This is a great company and always refer them when I can. Ten out of Ten stars!!!
Petplan is AWESOME!!!!
100% satisfied!!
Gretchen Hawkins
I’ve had Petplan for about 9 months. My 10 month old puppy seems to get anything and everything that goes around. I just submitted claims totaling over $6,000 for her for several serious issues. At first, I was skeptical about how/if Petplan would reimburse me, but just today found that I will be receiving 80% of my expenses back this week, less my deductible. I have spoken to several people at Petplan during the claims process and they have all been excellent representatives for their company – – Heather, Aaron, and Taylor are just a few names that come to mind. Thank you all – – I LOVE Petplan.
My rates this year will be going up 20% as of September…on 3 dogs! that adds up! This is on top of the large rate increase and coverage decrease last year! Not happy and will be shopping around.
Joyce Argieri
HI every one, we chose Petplan after doing a lot of research and glad we did . our little guy was hurt and had to have emergency surgery for a broken knee, also another surgery to remove one of his pins that came out and 2 follow up visits , what can i say but thank you guys and i would like to just say an extra thank you to Amber C. who is outstanding . this lady has gone above and beyond helping us from day one. A very stressful time for us and Dozer but this young lady made every thing wonderful , she is caring and understanding and i wish i could just thank her more . Her supervisior Heather K. told me the best way is to write about her so i am . Thank you Amber and i just hope Dozer has no more claims . If we do i can not imagine dealing with any one but you, they are very lucky to have you as an employee and we are really the lucky ones . If you have not decided with a pet insurance company to go with this should be your only choice . Thanks every one at Petplan you guys are the best ,,,, regards Joyce and Dozer
Michelle Zally
Petplan has come to our rescue twice. Last year my Border Collie had emergency surgery and the wonderful people at Perplan made a very stressful time a lot easier. Heather and the team are professional, courteous, knowledgeable and go out of their way to help. This year my dog began having seiures and the neurologist ordered many expensive tests. Petplan covered everything. I can’t think of any reason that anyone would not want to insure their beloved pet nor can I think of any reason that anyone would not use this company. I compared all of the pet insurance companies and Petplan is the best. You can choose your own individual plan to fit your financial needs. Great insurance costs less rhan a daily cup of plain coffee at McDonalds!
Joaquin Basso-Smith
After Quincy, our 2 year old cat at the time, decided to eat some sticks and rocks and had to undergo a $2,500 operation, we decided that it was finally time for pet insurance. Out of all the insurers, Petplan’s model and coverage worked best for us. We cover routine care, Petplan covers illnesses and accidents; what’s not to like? Well, shortly after we put Quincy on the plan, the dummy goes and eats string. He quickly became very ill and needed emergency treatment. Petplan saved the day by covering $4,800 of the $5,000 procedure! Unreal! They helped cover the costs of end of life care for Papaya, our older cat and just recently helped cover the costs of another prohibitively expensive incident with our newest baby cat, Lady Cocoa. Premiums have gone up slightly but that’s understandable to us since my kitties have had such expensive care. With Petplan, we never again have to worry about these exorbitant medical costs when we know our kitties need help. We can focus on what matters. Thank you, Petplan! We’re customers for life!
I have found that they do not pay in 5-14 days. I have submitted several claims and they are closer to 30 days. I just want folks to know that since it may be a bit of an expectation.
I don’t know why this company got 5 stars??? I have been with them over 2 years, recently my pet got urine blockage and spent $7000 but this company refused the claims because we didn’t do check up every year as the reason they told which I didn’t get any mentioned before as their term and policy (Hidden clause). I told them even we do check up every year won’t find out urine blockage which happened as emergency and we insured over 2 years. but they still refuse to pay . I think they only want collect money won’t want to pay. STAY AWAY
Keyai - Petplan Community Manager
Hi David, I understand why you are frustrated with your recent claim being rejected for reimbursement due to a lack of annual check-ups. If you would like to learn more about our appeals process and have us review your recent claim, please email us your policy number at so I can have a Petplan team member follow-up.
Jane M Carpenter
I adopted little Max (a Yorkie) into our family in November 2017. I am friends with a Yorkie Rescue organization and, after reading about the costs of surgeries and treatments, I decided to get Pet Insurance for little Max, who is under a year old. I researched several pet insurance companies and found that PetPlan had the better coverage. Plus, by insuring him at his young age, the premiums were cheaper than a meal in a restaurant. For those of you who have furbabies, it only takes one incident to incur thousands of dollars in Vet bills. My advice is to insure them while they are young because pre-existing conditions are not covered. So, getting insured young is the key. I rest better knowing Max is covered.
Keyai - Petplan Community Manager
Thank you Jane for sharing your experience shopping for the pet insurance company that was best for your sweet little Max. We’re honored that you chose us to protect your family!
Jenn Cavaliere
I have nothing but positive things to say about Petplan. Unfortunately, in Roscoe’s 6 years, we have had to put in 4 claims and all have been approved without question or issues. I truly appreciate knowing that when I ask our vet how she would treat Roscoe if he were her dog, I can follow through with her advice knowing that I have Petplan insurance. It’s been a blessing to be able to provide Roscoe with the best care during his GI bouts, which have led to multiple overnight stays at the vet. Thank you Petplan for helping me follow through with my promise to Roscoe to do everything in my power to help him live a long, healthy and fun life!
Keyai - Petplan Community Manager
Thank you Jenn! We’re so happy to be there for you and Roscoe when you’ve needed us the most.
So thankful for petplan and keeping our minds at ease. Everyone has been so helpful. Spoke with Heather very early last week. She answered all of my questions so thoroughly and even emailed my wife to check in on our pup later.

Thanks again petplan

Keyai - Petplan Community Manager
Thank you Colin for taking the time to share with others your happiness with the care you received from Heather, we really appreciate you taking the time to post your kind words.
Petplan has just been amazing! I went through some major claims with one of my cats and they were there with me every step of the way and the reimbursement process was quick! All 3 of my pets are covered with Petplan and the peace of mind is worth it! You can always get someone 24/7 if you have questions or concerns! Thank you Petplan!!!
Keyai - Petplan Community Manager
Thank you Jill for taking the time to share your personal experiences with Petplan, we really appreciate you sharing your kind words about the service we’ve provided you over the years.
Susanne Kahle Keene
I love Petplan because it does exactly what it says it will do in the contract. My dog had several pre-existing co diction’s that weren’t covetable but when my fog had a serious, first time occurrence, they covered very well. I’ve also found all the customer service folks very polite, compassionate, intelligent and helpful. Needless to say, I’m renewing my plan!
Keyai - Petplan Community Manager
Thank you Susanne for continuing to choose Petplan to protect your pup, we’re honored.
We have insured our babies with PetPlan for years. This is our second significant emergency using coverage.
First time even though our baby passed we could without worry do all the proper MRIs and scans to understand what path our Fidget needed. This was an amazing comfort and peace of mind. I was in a horrible place after losing him and dealing with insurance or claims wasn’t on my list. After a while I got my claim in (this was the old claim method) and one of the vet offices wasn’t sending the info to the proper fax. When the agent at Pet plan heard my stress (I was crying as I explained this vet issue and having to open his file) the agent realized Fidge had passed and immediately said “close that file and have a tea WE will get this done”. They did….
The second time just recently happened it was our little Bubba who out of no where lost use of his rear legs and screeched in pain. Immediately we rushed him to the best neurologists in South Florida and within 3 hours he was in an MRI.
We pre approved surgery knowing that most likely IVDD (1 or 2 ruptured disk) was the culprit & didn’t want to have to anesthetize him twice.
That MRI saved a major surgical procedure!
The type of injury was not a ruptured disk but a “missile” disk (IVDD 3) that bruised his spinal cord causing the paralysis. Normally only seen in large breeds, years ago without an MRI blind surgery would have just taken place and for this situation would have had nothing to fix internally with surgical intervention.
Instead it’s 6-8 weeks of heavy movement restriction & our Bubba is now fully healed with a very positive long term prognosis.
Once again, at a time of great stress with a need for quick decision making we could focus our choices on the only things that counted, our baby and his treatment.
For all the years of coverage given them in premium payments those two instances have paid for itself PLUS the invaluable peace of mind every day he’s covered.
Keyai - Petplan Community Manager
We’re so happy that we’ve been able to be there for you and Bubba have needed us the most. Thank you for taking the time to post your comment.
Keyai - Petplan Community Manager
Thank you for taking the time to share your personal experiences with Petplan. We’re so glad we could be there for you and your furry best friends when you’ve needed us the most.
If your pet had ever got into any issues before you purchase this insurance, you are never going to be covered.

If you think your pet’s emergency situation is getting covered by the insurance, you are totally wrong!!!

You will be ending up paying every single penny of the emergency situation AND the expensive policy fee.

They will use EVERY POSSIBLE DETAIL of your previous record to deny your claims, no matter how they are actually unrelated.

I strongly suspect that their people are not qualified for any diagnoses. They will always come up with a conclusion benefit to them so that you don’t get covered by them.

I’m feeling like they are not a pet insurance company, but a scam company who wants to steal money from people who really care about their pets.

They said all the nice words before you got the policy and leading you to trust them that they are being generous when they are actually extremely stingy.

They totally do not care your feeling as a customer, from the beginning to the end, not a single time.

Keyai - Petplan Community Manager
Hi Rosie, we understand your frustration regarding your recent claim that was not reimbursed. We would like the opportunity to speak with you over the phone to allow us to explain in more detail our ruling of your recent claim. We also have an appeals process that we would like to review with you regarding this recent claim. Please email us at and let us know a time that we may speak with you at your convenience.
Thanks for sharing. Our cat has had pancreatitis twice because someone said raw food is healthier. After 8 days gradually converting to this diet, the cat almost died. Two years later, it got pancreatitis again. This has cost us over $3500. I don’t believe anything any companies tell us anymore, but I believe what you say, and regret that we will be unable to save our cat if it happens again because apparently it cannot be insured.
It was comforting to know I had Petplan when my dog ruptured her CCL/ACL and required surgery. I received my reimbursement within a few weeks of filing my claim. Jordyn S did a great job explaining how my coverage worked. You always feel there is genuine concern about your pet when you call.
Keyai - Petplan Community Manager
Hi Germaine, thank you for taking the time to share your experiences with Petplan. We’re so glad Jordyn was able to provide you with excellent service.
We love our puppy girl Callie and wanted the peace of mind to never have to think twice about bringing her to the vet and getting her the best available treatments in case of emergency. So far, we’ve been lucky to only have minor issues, but even with just those (e.g. her last two puppy teeth needed to be pulled, she had her sinuses drained cause a big booger was causing her eyes and nose to tear, and she once got kennel cough), our PetPlan policy has already paid for itself! The claims process is super easy and it is clear why your claim is approved or partially approved. Customer service has been great. I’m so glad we are PetPlan Protected!
Keyai - Petplan Community Manager
We’re so happy Callie is part of our family! Thank you for choosing Petplan to protect your sweet pup.
Varisiri Methachittiphan
We own the post popular cat on instagram. We also own a kitty cancer survivor. We chose Petplan over anyone else because of their customer services and amazing policies. We truly appreciate you!
Keyai - Petplan Community Manager
We love your sweet kitty Varisiri! Thank you for taking the time to share your experience with Petplan.
Shannon Ellis
We love Petplan! Thank you for being there if we need you. Thankfully we haven’t, but we find comfort knowing you’re there if we need you!
Kelley Burkhouse
PetPlan is such an amazing insurance. All 3 of dogs are Petplan covered. My oldest dog, Sam, has been the major recepient of the wonderful service Petplan has to offer. Over the past 11 years Petplan has seen him through bladder stone surgery and a left ACL repair. This year has been the toughest year for him. He was diagnosed with diabetes. Within 2 weeks he lost his vision as a diabetic side effect. If that wasn’t bad enough, he tore his right ACL. Petplan saw us through eye surgery in order to remove his cataracts. Sam now has his vision back, and I received my reimbursement of over $3700.00 within just weeks of submitting my claim. Sam just had his right ACL repaired, and I am so thankful to know that Petplan has us covered for that also. I can’t put into words how thankful I am for this insurance plan. It takes the stress out of times that are so stressful. Also it is nice not to worry about how I will afford to make sure my dogs have the healthiest and happiest lives possible.
Keyai - Petplan Community Manager
Thank you for taking the time to post your comment about your experiences with Petplan, we really appreciate your kind words.
Stephanie R
I have been so thankful to have Pet Plan on my side. I am a vet tech so, I get a small discount at the emergency center. Despite that discount, services are still expensive. When my pup gets into something she shouldn’t have, I don’t have to worry about wether or not to take her in because I don’t have to worry about cost. We have had a few trips to the emergency vet this year and all of my claims have been put through in a timely manor. Customer service is always impeccable. I recommend Pet Plan to the clients at my clinic.
Keyai - Petplan Community Manager
Thank you Stephanie for the very nice comments about Petplan, we really appreciate it.
Stephanie E.
So relieved to have Petplan insurance!!! My puppy had to have emergency surgery for ingesting several foreign objects! The surgery was over $2200. But what a relief to know that the out of pocket cost to me was going to be greatly reduced because of having the pet insurance! I received a reimbursement check for over $1500 of that surgery expense which helps immensely! Even with my $300 deductible, my expenses are only 1/3 of the total cost without insurance! Great investment in my precious pup! He’s worth every penny and I appreciate not having to make a hard decision on what to do just because of the cost! Thank you Petplan!
Janet Levy
I have been with Pet Plan going on 8 years now and they are always so helpful. I have not had to use them latetly, thank goodness.