Hi

I currently have a claim in with Pet Plan for the cost of the vets fees when I had Tillys back x-rayed (it comes to just under £300 so not a huge ammount but we d need it!)

Today I recieved a garbled message on my mobile from them asking for more information unfortunately the message was so bad I couldn't hear the questions so I thought I would just call them when I got home.
When I got home there was a letter from them in amongst the post so I thought great it will tell me what I need to answer well it says they need no information from me!

So I called them and their customer service person said they had no idea there was nothing on the file other than someone had called and left me a message. So they have promised to email me their questions if there are any as I am out this afternoon and will be unavailable on the phone. The lady I talked to just seemed so ditzy though I am left wondering if I will get an email!

So far I am not impressed is Petplan usually this bad?

I hope you asked their name in case you have to complain.

I've never had a problem other than the exhorbitant price. They've always paid out and that has always been directly to the vet, who they deal with directly. I only ever pay the excess up front.

Oh no, sorry you are having troubles :(

I've only ever had 1 claim through PetPlan and that was direct through the vet, for around £250, it was also for xrays. They paid out (direct to vet) with no hassle within 5 days. I never had to contact them atall, just filled out a form at the vets and they did all that was needed.

Hope you get it sorted soon.

Never had any issues with Petplan and I recently had to make a claim for circa £3k, had ONE query in over 15 years, due to slight disparity between original vet and vet I used when on holiday, easily cleared up and fault of other vet not PP.

Hi, any news on this.....just curious.....as you know I too have a bully and also insure with pet plan so would like to know how you are getting on ?

Well they failed to email me like they promised but I was planning on contacting them yesterday to find out what was going on. They phoned me before I had a chance though. They had 3 questions for me....

1) What was the exact date I realised something was wrong with Tilly? - I couldn't give them that as it was a more gradual realisation that something wasn't quite right and after talking to some people I though it best to get it checked out

2) Was anything wrong when we picked her up? - She was fine as a puppy it was only when we started taking her for walks that I noticed she was a little lobsided its difficult to notice when playing in the house/garden or you are carrying her somewhere.

3)What is her case history? - Err she is a puppy, she was born by c-section, she has been to the vets twice for injections/microchipping and then I took her in for this issue!

The woman on the phone actually seemed quite snappy with me when I answered her questions but I have had a text message since saying that the claim is being processed and we will hear in 7 days.

So I am still not impressed by their customer service, they are disorganised, they don't seem to know whats happening from one call to another, they are quite short with you on the phone etc. Having worked in customer services a long time ago I know how you are supposed to act on a call and its certainly not like they seem to be.  We shall see if they pay us back for the costs of the xray or not soon I guess.

I was thinking of using the alternative therapy section of the policy to get Tilly some hydrotherapy to see if it helps strengthen her back muscles but I will see how this works out first.

That's disgraceful .........it's like asking someone the exact date that their arthritis started....it's impossible to say.....as you mention it was a gradual thing as she developed. I am very disappointed at PetPlan they are far from the cheapest policy and hence forth you expect the best reaction.....not to be spoken to by someone as though you were at fault....

Keep at it and stand your ground.....typical insurance companies trying it on.....

Best wishes to Tilly
Xx

I have been with petplan for about thirty years and never found them to be anything other than brilliant. sorry you have had a bad experience.

ditto tad dog, we have 10 insured with them and never a problem in over 25 years.

I can only give my personal experience.  I insure pups with them on the day that they leave home.  I have always recommended them as brilliant.

Then, the very first time I decided to do it online, instead of by phone, I had problems!  One of my new puppy owners phoned them to continue the insurance on their puppy.  Only to be told that they weren't covered.  As most of you know, you provide the new puppy owner with a "cover note" number.  My new owner was told there was no such number.  I was absolutely mortified when I received an email informing me that their pup was not covered.  I felt that she could quite easily believe that I say that to everyone, and it not be true.

After loads of phone calls I was really losing it, as nobody seemed to care enough about my problem.  So I wrote a really snotty letter to them, in despair, and not expecting a reply.  I received a phone call from the supervisor in the customer service section.  I almost told her her fortune!  :-(

When I calmed down, she promised to phone and apologise to my puppy owner.  They had to accept that it was a problem on their site at the time.  It was arranged that the 6 weeks free cover would start again, and their own cover would follow on after it, and they offered 15 months for the price of 12.

So, although I have never since activated online, and will only do it by phone now, I can say that my rantings were dealt with very proficiently once I got through to the right person!