First off, I have had Petplan insurance on my pets for over 8 years.

One of my pets had a limp in her leg on 1/17/2021. I made an appointment with Banfield pet hospital to have an examination on 1/20/2021. The attending vet recommended X-rays. I had x-rays done. I filed a claim with Bivvy on 1/20/21. The claim was denied on 1/26/2021. The reasoning the provided were varying from the representative I spoke with:

UPDATE - My claim was resolved successfully after many calls. They had been going through an update to their computer system.

We have had PetPlan (Soon to be called Fetch) for our pups since 2009. It was recently (2019) purchased by a Private Equity Firm. And since then it appears the company has changed dramatically. On their google page, there are testimonials, corroborated by PetPlan, stating that coverage has been downgraded at renewal after large claims. Our experience had previously been quite positive and we are disappointed in the changes. Other companies are out there who do not do this.

This company used to be great but I'm leaving them after 7 years. Their premiums have skyrocketed and they are converting everything to working with bots and not being able to speak to a real person. In the past two days, I have been on hold with them three times for 30 minutes. I have not been able to get through to customer service. It used to be quick and easy to speak with someone, now it's nearly impossible.

I was very unimpressed with this company. They have recently migrated to a new platform to host their site. I signed up online for a pet insurance plan for my puppy, after a day I still had not received a confirmation email etc. I called to follow-up and it turns out there was a glitch in the system so no plan was created for my puppy. However, when I checked my bank I had been charged over $100 American for a plan (I am based in Canada).

From the very first day of insurance activation, they were having problems setting up my account because their system was blocking my credit card. Finally in 48 hours a supervisor was able to make it work and my policy was created. However, whatever they did messed up my account in their system and I was not able to use their app or their online portal to view, see details of, and submit claims electronically. I was told IT will fix my issue shortly. A week goes by and no one has contacted me or followed up, issue is still ongoing. After spending 30 minutes trying to get a hold of someone I am told IT is busy and cannot deal with my problem at this time because their priority is currently a system update/changes that Pet Plan is undergoing. Rude but ok. After numerous phone and email conversations weeks ahead, hours spent trying to get someone to fix my portal access so I don't have to be in a situation where I am stuck unable to easily submit a claim online...still no resolution, still they are focused on their system upgrades over my IT issue. A month later, no resolution is reached, nobody cares to follow up with me, my email by a supervisor Don Davis are being ignored. I decide to cancel my account (2 days after my 30 day window of cancellation). Despite everything they put me through they refuse to give me a full refund back and charge me for that first month for nothing. Don is extremely blunt and rude on the phone refusing to give me a full refund, when he knows everything Pet Plan has put me through that past month. Unacceptable, they are stealing my money, rude supervisor who does not care about their clients.

This has become a horrible, untrustworthy, moneymaking scam of a company. I have had petplan for over 10 years. In the beginning they were great. This company is now finding loopholes to deny all claims or pay 10 percent on claims instead of the 80 percent. I will be switching immediately!! If I can file with the Bbb and attorney general to receive a refund of premiums that will be my next quest. Join another plan!!!

Amazing wellness plan. Have had 3 claims already. They approved them all within 24 hours. The funds were in my bank the next morning.

Very disappointed. Had to bring my kitty in for a sick appointment, throwing up and dropping weight, about 45 days after the 30-day waiting period. It was so close to the end of the waiting period, they took the vet notes where I said the time period that it started, which was a guesstimate, as gospel. Denied, because they thought it was within the 30-day waiting period, called it a pre-existing condition. How dare they do that? It was just a kitty that was throwing up. But, if it ever becomes an underlying condition, I'm s.o.l. Shame on you, Bivvy. Very disappointed, canceled my coverage.