Review Time
2025-01-26This insurance company has been incredibly frustrating to deal with. They don’t respond to emails, even though they recommend this as a way to communicate. When you call, they give you the runaround, and the information from one manager contradicts what another told me just days earlier.I paid premiums for six months to insure my two healthy cats. Both have all necessary international documentation, including microchips, passports, vaccines, and veterinary certificates. After six months, I took one of my cats to the vet for an ear infection and advice on food, as the cat had vomited three times in one week. The veterinarian explicitly noted in the medical file that vomiting is “not unusual.” The issue resolved entirely after switching food, which is also documented in the file.Despite this, the company claimed I hadn’t provided the “correct” medical documents—even though the documents I provided fully complied with the requirements outlined in their User Guide. I sent all required documentation when I enrolled and clearly stated, “If you need anything else, please contact me.” They never contacted me. Instead, six months later, they retroactively canceled my policy and promised a refund. It’s now been over three weeks, and I still haven’t received my money.To make matters worse, they created new policies for my cats and labeled everything from that vet visit—including notes from the anamnesis (not even a diagnosis)—as pre-existing conditions. For example, they listed:“Vomiting / Emesis and associated conditions”Seriously? Vomiting is a natural behavior for cats (e.g., regurgitating hairballs). It’s also a symptom of countless possible conditions. By labeling it a pre-existing condition, they’re essentially trying to exclude everything.This company doesn’t provide insurance—they provide excuses to deny coverage. Avoid them at all costs.2025-01-30Reply to company answer:Thank you for responding.While I appreciate your effort to be transparent, my experience with your company tells a different story - poor communication and inconsistent guidance from your team.Despite providing all required documentation upfront and offering to send more if needed, my policy was canceled retroactively, causing unnecessary stress. Labeling such a general symptom as a pre-existing condition is a blatant attempt to limit coverage arbitrarily. This is not what I expect from an insurance company that markets itself as supportive and reliable.It has also been over three weeks since you promised a refund, yet I am still waiting.Transparency means following through on your promises in a timely manner.I urge you to review how your practices affect customers and act responsibly.
The portal is easy to use and they typically get back to me faster then the time suggested. It's nice knowing that I do not have to worry about the cost of care needed for my crazy GSP and can focus on supporting her health needs and getting her better. I appreciate Pets Plus Us very much from ease of the website and submitting claims to the piece of mind I get when I am unexpectedly at the vets.
Literally the worst company ever. DO NOT USE THEM. We’ve been out of our portal for over a year trying to get it fixed and they just ignore us. Keep saying reset your password but it never works. Impossible to get a hold of and when trying to change our payment card they just keep saying they never received it even though the agent confirmed they changed it. BEWARE DO NOT USE PETS PLUS US
Very disappointed with this insurance company. I have paid $760.00 this year for fees for insurance and submitted close to 2 thousand in vet bills and they are covering zero costs. This insurance company is a scam DON'T USE THEM!
I am shopping for insurance currently and have spent days making calls and researching. This was the ONLY company to have their full comprehensive policy for everything online - not just a silly sample policy... all this even before paying for coverage and before going through underwriting. Info was very clear on what is covered and not covered. When I called the 1-800 number & I reached an agent in less than 5 mins - they answered every single question I had (while other companies refused to and told me to just sign up and see) I explained how I have new puppy, im unsure what plan I want - I explained I have full genetic testing for over 200 health issues and 3 generations of DNA, pedigree and health testing from a breeder that's been in business since 2007 along with being AKC registered. The ppu agent responded with enthusiasm and PRAISED my extensive due diligence and pet research.. MENTIONED it gets VERY hard for them and the claims department when they cant clearly identify the genetics and health of a pet and they cant have a CLEAR understanding of what is preexisting and what is not when the plan starts. The agent was clear and said without this It can cause problems down the line for claims. Specially for certain breeds that have KNOWN EXSISTING conditions, and susceptibilities (IMO you can easily google these breed problems and talk to your vet before getting your pet) IMO-I can see why It can be hard for mixed dogs/mutts/rescues and in other situations where the so called "breeders" don't do all vet appointments or testing... how would the insurance company know your pet is healthy...? On the phone They also reassured me that once the PACKAGE of documents I had from both my breeders vet, my vet and all the genetic health paper work etc etc is sent in they will respond clearly with what they will and wont cover for my pet as per their policy. (on top of what is very detailed and clear online) if I don't like the results and in this time don't use the policy I was advised I could cancel and get my first month refunded. Just like human health insurance the more info and paper work you have upfront; the more you will be reassured and covered.On the flip Trupanion wouldn't provide any info and said if I cancel post their underwriting which can take a month or two wait there is no premium refund. I was basically told to sign up and pay and wait to see what my animal was covered for and wasn't covered (despite their lofty claims on the website)I understand there are a lot of bad reviews.... but if you don't complete the list OF REQUIRED annual care items, you dont care for and feed good food, you don't send in all the documents to support your animals health... and you don't have a lot of health and genetic info on your pet .... they like EVERY INSURANCE company are going to give you trouble..... not one I spoke to today proved other wise. Even trupanion had a clause for predisposed and pre-existing and wanted a full health check up prior to. As their preexisting coverage was only for things developed after coverage was started, and AFTER you can prove you cared for you pet and followed all their annual rules....
I have been with Pets Plus for 2 years. The yearly increase in pricing is shocking. I have made no claims and this year they wanted to increase my policy by 30%. I have found a policy with another company with same coverage etc for $25 less a month - I even had a discount with Pets Plus so the new company is technically $35 less a month.There customer service is also terrible and saying they value their customers which is a complete lie
I've been using them for 14 years (started with PC Financial Pet Insurance) and have had my two pups fully insured. I can't say what things are like for new members regarding pricing, but I have been very happy with the customer service the very few times needed (maybe 3 times in 14 years?) and the fees. I've been tracking everything since August 2020 and for my one pup (senior years, my pup is now over 16 :) rounded down: Amount paid in vet bills: ~$31000.00Amount Eligible: ~$27000.00Co-pay: ~$6000.00Deductable: $2000.00Amount refunded: ~$19000.00 Absolutely worth every penny. She is relatively healthy and happy, still has most of her teeth, can see and hear just fine, (too healthy) of an appetite - I fully believe it's because I've been able to give her all the healthcare she's needed because I've had thus insurance. The only reason for 4/5 stars is there is no direct billing which would make things a lot easier to manage, but no regrets, and I recommend (ANY pet insurance at the least!) but this has been good to me.
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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.
