This company is terrible. They try to force you to filter all interactions through their app, which is extremely buggy and constantly freezes or crashes. I am unable to open my policy documents from the app, as I simply receive a "file corrupted" error. The live chat feature takes forever to get you to a real person and even then, their answers are clearly scripted and anything more complicated than a yes or no question will get you a "we'll have someone call you" response. Don't expect that call.

Will never use this company to have pet insurance with again. Submitted my claim in August and kept getting the run around each time I called. Told all the documents were there just needed review and to wait a couple weeks. Call back again and same conversation. It is now Jan 2022 and still nothing. I have cancelled my policy and would caution anyone considering to use this company for their pet insurance.

When I purchase the policy very well and nice.

We’ve been looking for new pet insurance for our pets since relocating to a new state. PPI was my first choice initially, but I was a little shocked at the customer service. When I mentioned that I was considering canceling my new plan due hidden fees on an already very over-priced pet insurance. It was strongly insinuated that if money was the issue, check back when I could afford them. Easy decision: cancel.

After over 10 years as a loyal customer with multiple pets insured, on New Year’s Eve they raised my premium to $250/month for ONE 10-year-old cat. You can pay for your animal’s entire life and never have a claim for years and years, and the instant you start using the insurance as your pet gets older, they will do their best to make it unaffordable so you have to cancel and they pocket all the money you paid before ever needing the insurance.

If I could give this company no stars I would. Customer service is horrible. I had to update my payment info and they do not explain to you that if you use a bank account it goes through a verifation process which is dumb. you wait for the pcorss to happen and they cancel your policies. When you try to talk with them they come up with all kinds of garbage and do nothing for you. I mean you would think that they would be willing to understand that their procedures are not clear and they should be and help you out. But no they dont. No customer loyalty at all. I had 6 different pets insured with them. And you would think they would appreciate my business but obviously not. they will just get the next sucker who comes along and they take their money. I would not recommend them for that reason. Go somewhere else where they appreciate their customers.

I just recently called to look for insurance for my pet that has a pre-existing medical condition and immediately right off the bat- the agent stated that no pet insurance covers pre-existing conditions and then proceeded to hang up the phone. It was extremely rude and inconsiderate. I actually have come across pet insurances that offer pre-existing condition coverage. Please train your employees to have better phone skills. I am completely dissatisfied with this insurance and it left a bad taste. There is a way to deliver messages and that just was not the right way.

The lady I spoke with was awesome but the time frame is terrible. My vet submitted the initial claim on Dec 6th. I had to call them after waiting a few weeks to find out where it was at. They then told me they were missing a form (they should have let me know that) which was then submitted and here we are Jan 5th and it’s still not done. I am seriously considering another plan.

PetPlan needs to update their website to tell customers an annual exam is required. They also need to send an email out reminding customers of that requirement. I left PetPlan for that reason of not being transparent and signed up with another insurer. One of the first emails I got was to stress about having that annual exam to ensure you are covered for claims.

Service is fine, unless you expect a veterinarian be available at any point. I can tell you that when I used the telehealth service in Sept of 2021, a person answered the "chat" and never identified themselves with anything other than a name, but it turns out they were a tech, not a vet. I was looking for a second opinion for a medical condition, which this service IS identified as providing, and the person gave a second opinion, but as a tech, all without identifying as such. They have now changed the "names" to identify a title so you know its not a vet, but apparently you won't find a vet online - this is important as if you tell the system you have an emergency, a tech is deciding whether or not it's an emergency and whether or not you get your funds. Keep that in mind, especially if you're expecting them to be there. I understand a tech can tell me if I have a dog with a broken leg that it's an emergency, but does the tech know the difference in cluster seizures vs multiple seizures in the same day? One is an emergency, the other isn't.