Petplan Pet Insurance Avis 

I had the pleasure of working with Joe Prater today to get all of the necessary documents for my dogs insurance claims. He was very friendly and super helpful! We got everything taken care of in just a matter of minutes.

Worst customer experience I’ve ever had. I filed a claim for a diagnostic visit to a specialist recommended by my vet for my 18mo puppy. During the 6-week-long saga of trying to get this $1100 claim addressed, here’s what happened:
—I got the run-around from several unhelpful “customer support” agents, some of whom blamed a big in the system, others insisted I had in fact not submitted the documents, none of whom exhibited an ounce of compassion or helpfulness.
—I received an email from petplan saying they’d reached out to my vet for additional docs (which my vet insisted did not happen)
—I got a separate email from the petplan policy renewal department thanking me for my renewal and congratulating me on my “healthy pet discount.” When I opened the account details, I discovered petplan had DOUBLED the annual cost of my policy from $650 to $1100.
—I spoke with ONE agent who went out of her way to help me and expressed sympathy and empathetic frustration for how convoluted and dragged out this process had been. She stayed w me on the phone while I sent her the missing documentation directly and then expedited my claim for me.
—Two days later I learned my claim had been denied because the policy does not cover a diagnostic visit if that diagnosis is related to anything that may be deemed “clinical signs” of a condition that pre-dated the policy’s wait period. So because my puppy had a a bit of a limp during one of his early vet visits (which we’ve now learned is hip dysplasia), nothing related to any of his care is covered.
—the final person I spoke with was downright cruel and offered not a single shred of decency or compassion. I cancelled the policy; she gave me a shpiel and asked cheerily if there was “anything else” she could do to help. I thanked her for reading me the script, and she said “it’s not a script ma’am - it’s just a list of things I have to tell you.”

Tip of the cap to you, petplan/fetch team.

EDIT: You’ll notice in the response below, the only thing they acknowledge is their preexisting condition policy - which is actually not at all what my complaint was about.

Joe was super helpful and expedited my pet claims! Thanks for all the great service!

This is a review for the wonderful customer service that I received from Joe Prater. The vet hospital that treated my dog had forgotten to submit the claim and documentation to Petplan. Joe was courteous, and knowledgeable. He helped set up my claim quickly and efficiently, and I felt that I was in good hands. Thank you, Joe!

Based on a lot of reviews, these people seem to be just be about money. I had 2 fraudulent charges from them on my card, I guess someone used my card, no clue. I had other charges, like for some place called SitterCity. SitterCity helped me with my refund, got me my cash back and then I never got a recurring charge again, because these are monthly charges apparently. With PetPlan, I ended up getting 2 fraudulent charges, because I didn't get to my new card in time and I didn't realize the charges were monthly recurring charges, for a little while. PetPlan basically just said they couldn't do anything for me at all and then what annoyed me also, is that they didn't even bother to answer my second e-mail, responding to them.

This is a review for Joseph, Joe, Prater. I really appreciate his help today to get my pre-authorization moving quickly so we know before our dog’s surgery next week whether it will be covered. Waiting to hear back and this is our first claim in 5 years of having the policy, so this review is only for customer service not the policy overall. Joe was awesome and willing to have me follow up with him if I have questions. An actual contact! Much appreciated.

spoke with Joseph Prater he is the best customer service rep I have ever worked with he answers all your questions will go the extra mile for you very professional. He deserves a promotion. If he worked for me he would have one. i always believe you have to take care of good people I always do...

Thanks Jayson Richman

I have used Pet Plan for many years and have had several claims. The most recent was for right around $5000. Pet plan has always done everything like expected. No problems no hassles. They also seem very caring towards our animals. They calculate and settle my claim quickly and don’t waste time getting the check in the mail.

I have had my pomeranian insured for almost 3 years now and had to unfortunately call for info on an upcoming surgery. Joseph Prater (Joe) did an amazing job answering all my questions and not rushing me off the phone. I can sense Joe has a passion for what he does and the entire petplan team. I also spoke with Elona earlier in the day who helped set my new pom puppy up for a plan. Elona also reviewed all options with me and even called me back upon my request. Elona and Joe your efforts do not go unnoticed, I hope someone from communications or management can pass this along.

Too bad I cannot give more than five stars!!! My personal experience with Fetch (PetPlan) and in particular with Joe (Joseph Prater Member Experience Associate) was AMAZING. Very professional, knowledgeable and helpful! Joe provided me with all necessary information and helped to submit my claim online. The whole process was very easy with Joe's help!
Highly recommend!

M. Y. (Dad to Bonya - 2 1/2 year old cat)

Joe was extremely helpful with questions about my claim. I was waiting on info from my vet and he called them and explained exactly what PetPlan needed in order to complete the claim and also expedited the process.

Joe Prater helped us today with a claim that we had previously filed, but somehow got lost in the midst. Joe was incredibly quick to respond to our issue, was very thoughtful and friendly, and asked all the right questions. He is terrific and made us glad to have Petplan Pet Insurance. He is a keeper so please reward him for his terrific service.
Ed Page and Marilyn Tressel

Mari

Well I have had pet plan for 2 years paid all my routine visits myself and have needed it just once. In order to be paid I have to go back to the vet and get all my dogs records since she was born. Then there is a deductible. I have paid 75 dollars a month for two years and my dog became ill so I took her to the vet. She is fine no thank God but considering I have given petplan 1800 dollars over the course of 2 years I don t feel I should be put through the ringer over 80% of a 500 dollar bill.
Insurance companies they sure are not out for their clients they are merely a business like Walmart or General Motors.

Very helpful and professional. Joe helped me realize we had inadvertently been charged for a pet that had passed away last year even though I had just been calling about changing our address. He was very empathetic and apologetic, and worked diligently to make sure we would be refunded. We have had several pets get sick in the 10+ years we have used PetPlan, and they have always been great about paying claims. Would highly recommend them.

Outstanding customer service from Joe. Nothing was too much trouble for him. Very polite, caring and knowledgeable. I will recommend Joe and Pet Plan to others for sure.
Thank you so much Joe, you ROCK 👊

Lindsey was a pleasure to talk to. She could relate to my problems filling out a claim and was so sweet and kind to my problems. She was perfect, couldn't have asked for anyone better. Thank you

Add a bit of rocky start with petplan but Joe, a customer service representative, took the time to walk me through exactly the documentation they needed to process my claims. Although the app doesn't work with Android and the website was a little bit buggy it just took one excellent employee to completely change my mind about the plan. I would recommend it and it is already paid for itself several times over thanks to Joe's quick thinking and hard work. All it takes is one animal lover employee to make an entire company shine.

I called PetPlan because they were requesting the medical notes for a visit and I couldn’t get them to upload. Toni uploaded them for me and said she would expedite the claim. She was so kind and cheerful. She was a wonderful representative for the company and helped me quickly and kindly. I must also say that my dog has been having acupuncture for weeks now, is on meds, and has had x rays. All covered. They cover so many things that for the first time in 42 years of owning dogs I don’t dread Vet bills.

Twice in three months they took payment out not on due date but two weeks early. This time I asked for it back. 3-5 business days. Not acceptable. They are fast for payments, snails pace for reimbursements. Their App is not functional!

I found my early experience with Petplan satisfying. The online pricing, setting up your profile on line, was all seamless. My problems began when I submitted a simple claim for a urinary track infection for one of my dogs. Although their online portal looks pretty good, it does have glitches with the uploading documents feature. I wasn't able to upload half the time, and instead I was asked to send the medical documents using email. Unfortunately these documents weren't making their way to my claim. I was then sent emails telling me they were missing information. All my correspondence was with different people, and the left hand didn't know that the right was saying. Every email I got demonstrated that they hadn't read my previous emails. Their customer relationship software is not sophisticated. It looked like they were trying to make it hard for me to submit a claim. I had another insurance policy that came complimentary from my breeder for 2 months when I got my puppy, and I was about to cancel my Petplan and use the other insurer. I tried one final time to call Petplan and was connected to Joe Prater. Joe took the time to listen to my frustration with the claim, assessed in real time what was happening, found the problem, sent me an email with his direct contact, asked me to send him the files directly, stayed on the phone with me until he received the information, and then reviewed the medical documents to make sure they had everything. The call took 25 min but we got to the bottom of the issue. I wasted a lot of time, and I'm sure the insurers wasted more that 25 min over the past 3 weeks being cute with their emails and automated features telling me I didn't have the correct documents, but it took a person, Joe, to assess and solve the problem. Sometimes it still take a human being to oversee the technology.