Review Time
Awful experience. Opened a policy through Costco program as when we got a puppy. Paid premiums and submitted expenses as they arose, however, only to find out months later that they did not accept our vaccination record at the underwriter. So we were paying for a policy that wasn't even active. It took 12 months to actually solve this, because the original shots the puppy got was at the breeder. Ultimately, claims were paid out but much closer to 40% of the total value after deductible, vs the 90% that I was paying. Canceled the policy at the 12 month mark, and would have forgotten all about this experience, except that they continued to bill me without notification.They then sent 3 months of bills to a debt collector, who contacted me 9 months later and 1 year after I canceled. This was an unwelcome surprise, and I hope this review turns away anyone considering using this provider.
Absolutely terrible dishonest business with horrendous customer support and predatory practices - they will do anything to not pay out and change terms mid policy. After months of billing errors on their end, they finally sorted it out and collected multiple months worth of premiums from me in a lump sum, almost $500. I was originally fine with it - monthly premiums are part of having insurance, obviously, and technical errors happen. However, even though this was a simple billing issue (the charge was getting stuck in a pending status on their end) they said they had to reissue my insurance policy and it needed to be underwritten again. They then asked all this extra documentation for my dog from when he was a puppy 7 years ago in a city we no longer live in, even though I’ve had an active policy and been paying them premiums for MONTHS. I rejected this request on principle because I shouldn’t have to provide any additional documentation - it’s NOT a new policy and never should have been “terminated for non payment” in the first place - my credit card has been active and valid this entire time. This literally was not my problem or fault at all. After getting absolutely nowhere with their Support team (their replies would take weeks and I also spent about 10 hours on the phone with them), I disputed the charges via my credit card and reported this business to the provincial regulatory body and the BBB. I won my chargeback dispute and Visa sided with me immediately. I wish I hadn’t wasted MONTHS of my time trying to resolve this with PetsPlus directly. Such a waste of time. What a shady company, stay far far away! (I found them via Costco and I’m usually happy with businesses partnered with them but wow, worst decision I ever made).
Pets Plus Us has been awesome. I put my puppy on it back in 2015 when we was 8 weeks old. He has been on it ever since. At about a year he was diagnosed with environmental allergies. Pets Plus Us has been fantastic and I have saved over $14 000 on my dog's allergies. I recently just got another puppy who I also put on Pets Plus Us at 8 weeks old. I highly recommend this company as I have not had any issues with them!
From my own personal experience I Pets plus very unprofessional. I called the company to get information on insuring my two pets, and when I asked questions that were important to me about my pets they were condescending and very rude. In the end I never got the questions I asked answered I got more of a talk over then a conversation. I must say I did not think very highly of them so I did my own research.
Absolutely awful customer service and do absolutely everything to deny claims and disorganized. No condolences after my beloved Dozer passed away. Confusion and stall tactics to pay and last claims as multiple requests for additional documents, when documents are sent in they open separate claims not associated with the claim form. No understanding for the difficulty of losing a pet. I have submitted 2 claims for the vet visits and euthanasia and somehow there are 5 claims numbers and even had to request the vet to send the cremation documents with though they already send in all required form, medical records and invoice Worst everI also had insurance for my 2 cats and after denying a claim for a foreign body because the vet choice to do a barium treatment vs surgery it was denied$2000 but they would have paid $5000 for surgery. I cancelled and switched to Trupanion
Would never go with this company or recommend it to anybody. They will deny every claim based upon technicalities or they will say preexisting condition even though the condition was diagnosed a year after the policy was in effect. Better off putting that money aside and use it if necessary. I even included a signed document from my doctor that it was not a pre-existing condition but to no avail. Money down the drain for nothing. They will sweet talk you into thinking that its the best coverage whereas when the time comes a way will be found to deny your claim. I wish I had read through the reviews before i signed up with them. Hundreds of 1 star critical reviews with very very few good reviews ( must be their underwriters - LOL ). Ombudsman complaint did not work. Now I have to go to Ontario Consumer Protection and better business bureau.I have been blatantly cheated and as a matter of principle I am not letting this go until I have exhausted all resources including spending money on a law suit. With them having cheated this many customers I am sure I will get more support.
I paid $30-$40 a month for six years for my pet with a $250 deductible. When he died and I contacted them to cancel the policy, they didn't even say "condolences," nothing. By the time I got to the third or fourth rep (they are disorganized), I was offered an apology. They are very hit and miss as far as customer service goes. They did send three emails saying "sorry for the loss of your pet" after I sent in a polite suggestion that maybe the reps should offer condolences as it was a customer service department. Just terribly organized with no customer service skills, unless you by luck happen upon someone who actually knows what's going on.I paid almost $500 to have my beloved pet euthanized and cremated. Pets Plus Us covered $100 of it. READ WHAT YOU ARE SIGNING UP FOR. They also double-billed me the first month of my other pet's insurance policy, apologized and assured me I would be refunded. They told me it was a mistake because my cat who died was still in the system and that billing date was no longer valid. Then almost three weeks and three phone calls later, they decide that the double-billing was legitimate, that I had paid 2 weeks in advance and that was normal procedure. I asked why no one had told me that when I signed up, nor the three other times I was assured I was receiving a refund. They have no idea what's going on. AVOID THEM. I cancelled my policy with them and have filed a complaint with the BBB.They also now require that senior pets go under an expensive vet exam to rule out pre-existing conditions. When they were under President's Choice, no such expensive exam was required (almost $500). Both my pets were the same age when I enrolled them. They do not cover the great expense of this exam, it is at your cost. They were a better insurance company when they were under President's Choice, Pets Plus Us is money-grubbing and will charge you at every opportunity, and cause you unnecessary expense and hassle. Find a better insurance company to take care of your animals.
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Pets Plus Us provides pet health insurance for your dog or cat and is the only pet health insurance designed by pet owners and veterinarians. We have pet health insurance plans for every budget, that way you can worry less about veterinary care costs and focus more on providing the best quality of life for your pet.
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