I Fired Petplan!

[Wylie's Mom]

I have PetPlan for Pfeiffer, and filed my first claim a few weeks ago. After about 1 week, I received a check for about $700.

Now, as I understand it - you should get an exam (or, have one on file) before obtaining insurance (or, as soon as you get it). Also, there are breed-specific items (for PetPlan) that must be noted on the exam. For example, the exam for yorkies must say something to the effect of "luxating patella not present" -- in fact, when I called PetPlan after I first was signed up, PetPlan told me the *exact* verbiage that needed to be on Pfeiffer's exam regarding her knees - so I passed that on to her vet.

What's concerning to me, is that the only reason I knew that about the exam - is that I called PetPlan as I signing up and asked "what exactly do I need to do to get Pfeiffer started etc" -- and that's when they told me about the requirements of her 1st exam. Otherwise, I'd never have know that yorkies must have their knees cleared.

I'm happy w/ PetPlan, so far. The one thing I'm not happy about is that it wasn't clear to me (at all) that seeing a 'specialist' changes the co-pay completely. I signed up for a 0% copay - and that's what I expected. I may have not read thoroughly enough, but I don't recall coming across that detail when I was enrolling.

[BonBon]

Originally Posted by Wylie's Mom

I have PetPlan for Pfeiffer, and filed my first claim a few weeks ago. After about 1 week, I received a check for about $700.

Now, as I understand it - you should get an exam (or, have one on file) before obtaining insurance (or, as soon as you get it). Also, there are breed-specific items (for PetPlan) that must be noted on the exam. For example, the exam for yorkies must say something to the effect of "luxating patella not present" -- in fact, when I called PetPlan after I first was signed up, PetPlan told me the *exact* verbiage that needed to be on Pfeiffer's exam regarding her knees - so I passed that on to her vet.

What's concerning to me, is that the only reason I knew that about the exam - is that I called PetPlan as I signing up and asked "what exactly do I need to do to get Pfeiffer started etc" -- and that's when they told me about the requirements of her 1st exam. Otherwise, I'd never have know that yorkies must have their knees cleared.

I'm happy w/ PetPlan, so far. The one thing I'm not happy about is that it wasn't clear to me (at all) that seeing a 'specialist' changes the co-pay completely. I signed up for a 0% copay - and that's what I expected. I may have not read thoroughly enough, but I don't recall coming across that detail when I was enrolling.

Ann, what you've said here really concerns me. When I called Petplan several days ago, I specifically asked about knees and luxating patella's and ensuring the coverage for them on my yorkies. I asked several questions relating to knees and never once did the man tell me what you were told. Not one time did he say anything special or additional was needed from my vet.

I chose to leave Chelsea with Embrace because of her knees, which I knew would be considered a pre-existing condition if I moved her to Petplan. I know that LP can develop at any time, so I wanted to make certain all my others would be covered if they ever had problems. I was not comfortable with the answer I got from the Petplan rep but I figured that I just wasn't understanding what he was trying to say.

Petplan was very careful in asking me for specific dates of my pups last exams or vet visits. I'm surprised the OP was asked about this as well. They don't sound very consistent in the questions they ask enrollees.

I just want to say a little about how Embrace handles this, in case anyone is interested. They also have a 14 day waiting period for everything except orthopedic issues - that has a 6 month waiting period. However, they encourage you to have an orthopedic exam done and they will waive the 6 month ortho waiting period. This applies to ALL breeds, it is not breed specific.

I've done more research on all this since yesterday, and I feel confident that for my needs I've made the right decision in staying with Embrace. I still believe Petplan is a good company, but I'm more comfortable elsewhere.

[Wylie's Mom]

Originally Posted by BonBon

Ann, what you've said here really concerns me. When I called Petplan several days ago, I specifically asked about knees and luxating patella's and ensuring the coverage for them on my yorkies. I asked several questions relating to knees and never once did the man tell me what you were told. Not one time did he say anything special or additional was needed from my vet.

I chose to leave Chelsea with Embrace because of her knees, which I knew would be considered a pre-existing condition if I moved her to Petplan. I know that LP can develop at any time, so I wanted to make certain all my others would be covered if they ever had problems. I was not comfortable with the answer I got from the Petplan rep but I figured that I just wasn't understanding what he was trying to say.

Petplan was very careful in asking me for specific dates of my pups last exams or vet visits. I'm surprised the OP was asked about this as well. They don't sound very consistent in the questions they ask enrollees.

I just want to say a little about how Embrace handles this, in case anyone is interested. They also have a 14 day waiting period for everything except orthopedic issues - that has a 6 month waiting period. However, they encourage you to have an orthopedic exam done and they will waive the 6 month ortho waiting period. This applies to ALL breeds, it is not breed specific.

I've done more research on all this since yesterday, and I feel confident that for my needs I've made the right decision in staying with Embrace. I still believe Petplan is a good company, but I'm more comfortable elsewhere.

Bonny...that really is concerning. It makes me mad too....for the people who aren't getting enough info about their plan.

But yes, the gal I talked to that day at PetPlan read me the *exact* sentence that Pfeiffer needed in her chart about her knees, since she is a yorkie. And the gal even said there are different things that need to be cleared, depending on the breed (ie, hips for GSDs etc).

The inconsistency in getting information to new clients concerns me .

[keokis mom]

Originally Posted by Wylie's Mom

Bonny...that really is concerning. It makes me mad too....for the people who aren't getting enough info about their plan.

But yes, the gal I talked to that day at PetPlan read me the *exact* sentence that Pfeiffer needed in her chart about her knees, since she is a yorkie. And the gal even said there are different things that need to be cleared, depending on the breed (ie, hips for GSDs etc).

The inconsistency in getting information to new clients concerns me .

I'm very upset about this also- I never was told that when I enrolled Keoki in the plan and now am worried I chose the wrong plan. I am going to call them tomorrow and ask them if I was supposed to have a written certificate/ vet check because no one told me I needed one. If i don't feel comfortable I will switch plans. I 'm really disheartened about all of this but appreciate your info. If anyone has suggestions about what I should ask when I call please let me know

[nana911]

Originally Posted by dwells1959

Why didn't Petplan ask me for a bill of health before they immediately hit my account for the down payment and then again 2 weeks after for the premium payment? They knew she was a new pup. No matter how you slice it, fire ants are not an existing condition, it was an accident.

They did ask you for health records when they asked for clearance to contact your vet for records. The fact that there were zero records on this particular animal meant that nothing would be covered. Sadly, they probably would have cited getting hit by a car as a pre-existing condition. They took your money on the assumption that when they asked the vet for records they would get some and meantime your baby would be covered.

Originally Posted by BanditSocks2

Shouldn't they have told you they needed a vet's exam records to begin your coverage?!?!
There is no way, records or not, that fire aunts are pre-existing...grr!!!

See above.... I have Petplan for both of mine... I don't like paying premiums either, but I knew when I signed them up that they were going to scrutinize their vet records and made sure that everything was up to date on them.

That being said, I think the ins company should have let you know that the medical background was insufficient for coverage......but they are in it to make money....sucks, but true...

[orlnurse]

Originally Posted by nana911

They did ask you for health records when they asked for clearance to contact your vet for records. The fact that there were zero records on this particular animal meant that nothing would be covered. Sadly, they probably would have cited getting hit by a car as a pre-existing condition. They took your money on the assumption that when they asked the vet for records they would get some and meantime your baby would be covered.



See above.... I have Petplan for both of mine... I don't like paying premiums either, but I knew when I signed them up that they were going to scrutinize their vet records and made sure that everything was up to date on them.

That being said, I think the ins company should have let you know that the medical background was insufficient for coverage......but they are in it to make money....sucks, but true...

As with any insurance company even human medical insurance.

[orlnurse]

Originally Posted by Wylie's Mom

I have PetPlan for Pfeiffer, and filed my first claim a few weeks ago. After about 1 week, I received a check for about $700.

Now, as I understand it - you should get an exam (or, have one on file) before obtaining insurance (or, as soon as you get it). Also, there are breed-specific items (for PetPlan) that must be noted on the exam. For example, the exam for yorkies must say something to the effect of "luxating patella not present" -- in fact, when I called PetPlan after I first was signed up, PetPlan told me the *exact* verbiage that needed to be on Pfeiffer's exam regarding her knees - so I passed that on to her vet.

What's concerning to me, is that the only reason I knew that about the exam - is that I called PetPlan as I signing up and asked "what exactly do I need to do to get Pfeiffer started etc" -- and that's when they told me about the requirements of her 1st exam. Otherwise, I'd never have know that yorkies must have their knees cleared.

I'm happy w/ PetPlan, so far. The one thing I'm not happy about is that it wasn't clear to me (at all) that seeing a 'specialist' changes the co-pay completely. I signed up for a 0% copay - and that's what I expected. I may have not read thoroughly enough, but I don't recall coming across that detail when I was enrolling.

I have Petplan too, and yes there was a lot to read. Once I signed up there was a packet that I printed that included all of the policy provisions and clearly listed any exclusions and limitations. Knowing my coverage, I am happy with Petplan and haven't have any issues as of yet.

[dottiesyrky]

I am so sorry about your sad experience with Petplan. Fire ants, preexisting condition???? LOL.
I looked into insurance for my dog and found "Trupanion' looked the best. You can choose copay from 0-500 I think, there is also no increase with dog's age etc. Please read their info and see if it suits you. I got insurance for one pup and it was returned as it was very sick. After I had paid the first month and 'setup fee', I called to cancel the insurance as I did not have the dog anymore. They refunded the whole amount immediately - including the setup fee. I was amazed! When I got a new dog I called to get insurance, and they said I did not have to pay the setup fee again. (Even tho' they refunded it last time!!!)
Luckily I have not had to use the insurance yet, but so far the company seems fair.
Good Luck with your little one and insurance!

[dwells1959]

Originally Posted by nana911

They did ask you for health records when they asked for clearance to contact your vet for records. The fact that there were zero records on this particular animal meant that nothing would be covered. Sadly, they probably would have cited getting hit by a car as a pre-existing condition. They took your money on the assumption that when they asked the vet for records they would get some and meantime your baby would be covered.

I am the dumb consumer and it's my job to make ignorant assumptions, not theirs. IMHO, they should stress to you, in layman's terms, that there are some things that MUST be in place before the policy is active and in force and this should happen during the waiting period. Instead, they wait until you have a claim and this kind of thing happens. Sorry, not acceptable to me. These people are in the business of dealing with animals and their owners and they should know better than to leave themselves open for bad PR and that's exactly what they're doing. They should take a setup fee, do their homework and accept or decline the enrollment at that point. I have contacted Healthypaws (my new policy) again and told them to review all the documents that I faxed them and let me know if there is ANYTHING else required to insure my Yorkshire Terrier, Harlie. They said they would review all and get back with me. I shouldn't have to prompt Healthypaws either as that's their job too. I just want good, fair insurance for my pup and will wring them all out until I find one.

[nana911]

Originally Posted by dwells1959

I am the dumb consumer and it's my job to make ignorant assumptions, not theirs. IMHO, they should stress to you, in layman's terms, that there are some things that MUST be in place before the policy is active and in force and this should happen during the waiting period. Instead, they wait until you have a claim and this kind of thing happens. Sorry, not acceptable to me. These people are in the business of dealing with animals and their owners and they should know better than to leave themselves open for bad PR and that's exactly what they're doing. They should take a setup fee, do their homework and accept or decline the enrollment at that point. I have contacted Healthypaws (my new policy) again and told them to review all the documents that I faxed them and let me know if there is ANYTHING else required to insure my Yorkshire Terrier, Harlie. They said they would review all and get back with me. I shouldn't have to prompt Healthypaws either as that's their job too. I just want good, fair insurance for my pup and will wring them all out until I find one.

I absolutely agree with you. Doesn't change the facts. I remember years ago before people started getting smarter about their homeowner's insurance. 100s of people were shocked to discover that basic homeowner's does not cover flooding. Some people still don't know. You have to purchase flood insurance separately. Insurance companies never pointed out they weren't covered, even if they lived in flood plains, but they didn't refund their premiums when they lost everything, either.
One reason insurance has always been called a necessary EVIL.

[boopster]

I got a quote from Petplan last week and on Saturday I emailed them asking for a copy of the actual policy and specifics on what had to be noted in the first vet exam, and any possible exclusions. I didn't expect to hear anything over the weekend, but I'm very disappointed that I didn't get any sort of reply today.

I don't know how any company can sell you a product sight unseen. And you would think they would be interested enough in a potential sale to respond right away. Time to email all the other insurance providers...

[joeyandtanksmom]

wow. it's frustrating to see just how greedy some companies are getting...how in the world can fire ants be preexisting?!?!?!? Man, hopefully you posting this on here will hurt their business by word of mouth!!! I'm a big fan of that - if someone does something to earn them a black mark, they need to get it, at least somewhat!

[chestermama]

I have pets best out of boise idaho, and I have been very happy with them, recently chester has a case of bad gastroenteritis and the bill was 673.00 and my deductible is 100.00 and I got back 438.00 and it took them 9 days and that is through the mail

[dwells1959]

Well, I got a letter from Petplan today. Their 30 day money back guarantee is pro rated. Out of $82.00 they got me for, I'm getting back $46.00. What a rip...

[dwells1959]

Originally Posted by joeyandtanksmom

wow. it's frustrating to see just how greedy some companies are getting...how in the world can fire ants be preexisting?!?!?!? Man, hopefully you posting this on here will hurt their business by word of mouth!!! I'm a big fan of that - if someone does something to earn them a black mark, they need to get it, at least somewhat!

I agree and believe me, they will have to answer yet another BBB complaint. Maybe they will figure this out after a while and prequalify the client with everything they need up from. I'd like to manage their customer service and public relations for them. Probably shave half-a-mil a year off of wasted resources and loss due to cancellations.