“Be very careful if you are sent a renewal. A sudden exclusion was applied to mine.
Myself 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 who 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 cancelled and renewed elsewhere. 2 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 too. 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.”
“If I could vote 0, I would. Petplan have provided by far the worst customer service I have ever experienced. I have been waiting for six months for them to deal with a claim I have made. They are utterly uncommunicative, negligent and disorganised. Every few weeks, I make yet another call to this company in the hopes that I can motivate them to, at the very least, contact me with a decision. But, despite repeated apologies and assurances from their reps that they will be in touch, they never are. Dealing with petplan is the customer service equivalent of being 'ghosted'. Do yourself a favour and insure with ANY other company, if you think you might ever want to actually make a claim.”
“I tried to claim for my kitty's dental operation - he needed a fang extraction, the dentist told me that he chipped it and he was probably in pain and hiding it.
I contacted Petplan, and they told me that "you must arrange and pay for your pet to have a yearly dental examination " and that I couldn't have cover because I didn't do that. That wasn't true, I took him to the vet every year.
Now what am I supposed to do? I can't afford to pay for the operation, but I feel guilty every time I look at him...
The irony is that if I hadn't been paying Petplan the quite expensive premiums, I'd have saved up enough by now to pay for the operation myself. Petplan was supposed to help me when things like this happen and they didn't.”
“Shocking! Beware. They say they haven’t received claims, deduct post and packaging from the bill EVEN WHEN ITS NOT ON THERE! My advise, check, re check and keep a record of everything because they do not pay out accurately”
