Pets Plus Us Reviews 

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: ~$31000.00
Amount Eligible: ~$27000.00
Co-pay: ~$6000.00
Deductable: $2000.00
Amount 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.

I have been with Pets Plus Us for 1.5 years and only now had to submit a claim and I was dreading the process but they made it so easy on me and everyone I talked to on the phone was so helpful and sympathetic. They asked for some additional information when my claim was submitted but once I sent that it was processed within the week. I was worried they would try to dispute costs or fight me to avoid paying as I have had that issue with my personal health insurance but that was not at all the case. My pup’s case remains unresolved medically and the bills have been astronomical but Pets Plus Us has made this difficult time more manageable by taking the financial burden off of us so we can focus on getting our guy better. ❤️

I really like the service.
I have a pet insured with them and the annual cost hasn't increased much, even though I use the insurance a lot.
The website could be more complete and offer more options, but the customer service is always good and efficient.

Denied the claim despite the procedure being listed as a covered procedure in our policy. Current have a case with the ombudsman to dispute this. Petsplusus lacks all ethics, and like any for-profit insurance company will just refuse to payout. My experience matches that of friends who also had policies with them

Wouldn't recommend the company to anyone.

My credit card was compromised. I tried to update my new card details online only to be told that that was not an option and I would have to call in - despite the fact that the entirety of my transaction previously was only online. I requested that the policy be cancelled if they were going to make it so inconvenient to update CC details. They finally did so a couple of weeks ago.

I was, frankly, too busy to do any additional research into other providers and figured if Costco was affiliated they must be alright so I just called in to restart the policy. No, sorry, we can't restart it you'll have to reapply. And here's a new quote for an extra $5/mo. When questioned why the cost was higher when I had never made a claim, the rep was unable to justify it. When I said that I wouldn't be proceeding as PPU was significantly more expensive than another provider I knew about, the rep had the audacity to say "it's only $5." Absolutely, wildly terrible customer service. Save yourself the hassle.

Pet plus Us a mis une exclusion dans mon dossier pour toute maladie liée aux oreilles de mon chat, car ses oreilles étaient "un peu sales" lors de son dernier rendez-vous. Avoir les oreilles un peu sales n'étant pas une maladie, j'ai contesté. Mon vétérinaire a rempli une déclation officielle stipulant que les oreilles de mon chat sont "remarquablement normales". Pet plus Us ne veut rien savoir et maintient son exclusion.
Bref, si votre animal n'est pas parfait, et ce, sans aucun lien avec une maladie, vous aurez des exclusions. Votre animal a un oeil qui coule? Exclusion pour les maladies oculaires. Votre animal a un peu engraissé? Exclusion pour surpoids et conditions associées. Votre animal perd davantage son poil dernierement? Exclusion pour les conditions cutanees. Toute OBSERVATION consignee au dossier medical de votre animal devient une exclusion. Attention avec cette compagnie d'assurance! Ils ne m'inspirent vraiment pas confiance. Mon chat de 3 ans en parfaite santé (aucune maladie dans le passé, aucun médicament, rien ) a 3 exclusions! Quand je lis le contrat rédigé par Pet plus Us, on jurerait que mon chat est malade chronique: non couvert pour les oreilles, toute maladie reliee au poids et tout probleme du systeme urinaire. Tout cela à cause d'oreilles "un peu sales" (mais remarquablement normales, tel ecrit par le veterinaire), 0.96 livre en trop (grand mâle de 5.96 kg) et une consultation car je m'inquietais de son attitude apres un changement de sorte de litiere. Mon veterinaire lui-meme ne comprend pas du tout. Or, sa declaration n'est pas du tout consideree.

Horrible horrible .. yearly rate increases my premiums are now 160$ and my dog is 5 .. started at 110$ per month .. I’m stuck with them now as she has a pre existing condition and cannot leave them .. they say oh well nothing we can do !!!! Unaffordable
Lololol they responded with their generic message .. she is 5 and it has gone up yearly .. they back u against a wall and say your options are to pay or leave !! If I had of known my premiums would be more than human ins I would have went elsewhere

Bonjour,
Nous avons adopté un bébé chat a l'automne dernier. Le 29 novembre 2023 j'ai demandé a notre vétérinaire si je pouvais faire assurer mon chaton. Elle m' alors gentiment proposé de l'inscrire a une couverture de 6 semaines gratuite et nous a avisé que nous serions contactés par courriel et téléphone par la compagnie pour prolonger l'assurance car "lls sont tres insistants" . A notre surprise, nous n'avons pas recu de confirmation couriel, ni de communication téléphonique pour confirmer notre inscription. Nous avons du attendre le 18 decembre pour recevoir une lettre par la poste nous demandant de nous connecter au portail de pets plus us. Le portail ne fontionnant pas, j'ai tenté a plusieurs reprise de les joindre par téléphone et n'ai eu aucune réponse. J'ai arrete d'essayer de joindre la compagnie fin décembre assumant que pets plus us me contacterait a la fin de la période d'essai pour prolonger mon contrat - je n'ai recu aucun appel. A la fin du mois de janvier, mon chaton a développé une ataxie vestibulaire. J'ai appelé l'assurance et, apres plus d'une heure de tentatives, ai réussi a parler a un agent qui m'a dit que j'avais perdu ma couverture début janvier et devais souscrire un nouveau contrat, ce que j'ai fait. L'ataxie de notre petit chat était causée par une otite aggravée, dont les soins ont nécessité 2 CT scans, 1 IRM et une chirurgie le tout pour des frais tres élevés que l'assurance a refusé de rembourser car le symptome ataxie survenu fin janvier a été considéré comme une condition préalable a notre contrat renouvelé. J'ai essayer de discuter notre cas avec les représentants de pets plus us, mais la compagnie n'est pas ouverte au dialogue et accepte uniquement des réclamations écrites. En dehors des couts que nous avons du couvrir, je suis extremement décue que la compagnie n'ai pas accepté de discuter avec nous car nous avions souscrit la couverture d'essai de bonne foi dans l'intention de la prolonger a son expiration pour que notre petit chat soit couvert sans interruption a partir de novembre. Je déplore que 1. Pets plus us n'aie pas communique avec nous ni par courriel ni par téléphone pour nous signifier l'approche de l'expiration de notre contrat d'essai: 2. que le portail ne soit pas fonctionnel directement pour les nouveaux clients 3. que les communications téléphoniques n'aboutissent pas toujours (ca raccroche apres plus de 30 minutes), que dans tous les cas l'attente pour parler a un agent soit supérieure a 20 minutes, et qu'il n'y ait pas de messagerie 4. que les 2 employés a qui j'ai parlé depuis janvier 2024 n'aient pas pris en compte mes demandes par rapport a la prolongation de ma période d'essai (1er appel) et demande de parler a quelqu'un pour une réclamation (2eme appel). Ayant eu par le passé des animaux assurés aupres de Petsecure et Trupanion, je ne peux que constater que le service a la clientele de pets plus us est bien en dessous de celui de ses compétiteurs.

$143/month for my GSD. Developed anal sacculitis (anal gland infection). Veterinarian prescribed strict Hydrolized food diet in an attempt to recitify the condition as last ditch effort prior to surgery and removal of anal glands.

Pets Plus Us approved all related anal sacculitis vet visits but not the Hydrolized food diet. Because I tried it once a long time ago (prior to Pets Plus Us) in attempt to help with her allergies (I ceased as it was ineffective) and claimed that the food is part of "prexisting condition".

Food just happened to be used again and is used as treatment modality for her anal sacculitis and it has been effective. Still fighting with them and making me go back to the veterinarian to write another letter to prove that the food is in fact a method to treat her anal sacculitis. Even though you can see in her medical history the prescription food has not been puechased for a long time.

Otherwise it's fine. Don't get the impression this medical insurance provider is any different than the others.

Edit: As you can see by the response from Pets Plus Us, they are seemingly not human either...

BUYER BEWARE: Wish I never committed to this plan...any claim takes 30 days for them to "decide" whether or not they will cover anything…it's cost roulette with these guys..how can you make a financial decision without knowing what they will help you with? Always assume they won't and prepare to foot the bill. My dog does not have any pre-existing conditions, medications or allergies.
I remain with them because after 3 years it's impossible to get a reasonable rate anywhere else.
Went with these guys through
Costco, got a reasonable rate only for them to raise the premiums unannounced. When questioned I was told "inflation!"
When people ask, I give this honest answer. The company keeps deleting my reviews and Costco shouldn't be promoting them period!
Never again.

UPDATE: Standard reply has been received. Not a resolution to the unjustified increase in fees for having no claims or pre-existing conditions.

While my dog was crying in sudden terrible pain and not understanding why… I rushed to the emergency clinic where the VET felt he had a herniated disk. The only way to confirm 100% this bad news was to do an MRI. When I called Pets Plus Us to inquire if MRI’s were covered in my plan as the cost was 4K I was so relieved when the kind agent told me YES it was. My level of anxiety and stress decreased rapidly while talking with her and hearing the optimistic news. My dog was able to complete his MRI the next day. Although the news was not positive, I was able to get him help and medication right away

Thank you for your help & reliability.

Jeff

They have denied my claim for a condition they say was pre-existing. My vet says it is different. My dog had a UTI on May 2nd. The cause is / was unclear. She was subsequently diagnosed with a vaginal infection, which caused a secondary UTI, a few weeks later. At that time, they discovered she had a deformity of her vulva that required repair. They repaired it to prevent future vaginal infections and secondary UTIs. She had no prior history of vaginal infections.

0 Stars: **Complete Scam - Avoid at All Costs**

I trusted this insurance because of their partnership with Costco, a brand with a great reputation. I've been paying for this insurance for a long time and never made a claim. My dog has pre-existing conditions, and I've always covered treatments out of pocket. When I finally needed to use the insurance for a skin infection, they denied my claim, citing pre-existing conditions. However, the records they referenced had nothing to do with my dog's skin! After calling, they suggested reopening the case, but I cancelled the insurance immediately. This feels like a scam—they do everything possible to avoid paying. I want an insurance company that actually helps, not one that works to avoid their responsibility.

I’ve had the pleasure of using Pets+Plus+Us (PPU) Insurance and I cannot recommend them highly enough! From the high level of integrity and supportive claims handling, PPU has truly exceeded my expectations in every way!
During this horribly stressful time when my pup, Maya, has been unwell, one of the standout features is their efficient claims process and customer service. I’ve been super impressed by the process for submitting & reimbursing claims. It is quick and their explanations are very thorough. The customer service representatives are exceptional too. They are genuinely empathetic and helpful with their responses. PPU has proven to be reliable and compassionate; with the highest level of integrity. The relief I felt that Maya was protected, cannot be measured! If you are considering pet insurance, this company should be at the top of your list!! I found them through Costco in Vancouver, but you can go directly to their website.
Thank you, PPU, for everything you did for my dog.

Horrible pet insurance. Emailed them twice with an emergency and still 0 response. Makes me wonder how many pets have died because of them.

Oh boy, made a claim recently over an ear infection causing face paralysis on my dog. We recieved and email saying yet again I must look up and send in all his records that we already did years ago. Decided to come here to check out the reviews. I'm saddened to find so many people having the same issue! We will give them a call and mention our findings online here if they continue with these games I will definitely be ending this contract and report them to the BBB on here and will definitely be writing costco about the poor product that they are carrying for costco members. Let's hope this takes a turn. I Will be back to update later.

Update #1
I was pleased to find a quick response to my review, I do, however, think it maybe automatic. We are calling today to speak with a representative. Will be back to update again.

They dont cover if your pet goes into kidney failure and your left on your own. They didnt even apologize that my cat passed away. Its a new policy every year so its all preconditions

As my dog became a senior, his rates increased substantially and I considered canceling his insurance. We've been with Petsplusus for 9 years, and it's been great. The agent told me to think about it, as the insurance covers $1500 per accident or disease. Well, soon after, I found a lump and it was the worst news. We were given a surgery date, and I would have paid anything to have my baby be cancer free, so it was a happy surprise when a good chunk was covered by insurance. And the surgery was a success so my boy is back to being a healthy pup! Thank you, Petsplusus!

DO NOT USE THIS COMPANY
They are unresponsive the majority of the time, they never approve straight forward claims and always delay further by requesting irrelevant documentation to delay you further. Further, they punish you as your pet ages reducing coverage and asking for more money per month with REDUCED BENEFITS. Move on, this company is no good.