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Reviews

2.9

1,111 reviews
5
(388)
4
(125)
3
(48)
2
(77)
1
(473)
  • Value for Money
    3.9 (463)
  • Transparency
    4.1 (429)
  • Customer Service
    3.9 (463)
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So far so good ;)

published

The customer service is lovely. Each time I've called the staff member on the other end has been empathetic, attentive and efficient. Each of our claims have been assessed fairly and refunded within a reasonable time frame. Emails are responded to within a timely manner also. My only upset is that the wait time for the call centre can be quite lengthy which is frustrating hence why only four stars instead of five.



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Karri Christie

Karri ChristiePerth, WA

  • 2 reviews

Fantastic service and prompt payment.

published

We have been with Petplan for 7 years. We have had two big claims, which were promptly paid with no hassles. I highly recommend using Petplan for your pet insurance.

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Chnatelle

ChnatelleQueensland

Horrible

published

I’ve had a horrible encounter with Petplan too. I bought a purebred kitten and came with six weeks pet insurance. Two weeks after I bought her she developed skin condition, I submitted my claim but it was “lost” or they said it wasn’t received. I had to re-email my details multiple times and eventually submit a complaint to get my case looked at months later. I finally get the email back and it says I’m not eligible for any money back. Despite not getting money back, it would have been nice to know this months ago.

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Hannah

HannahWestern Australia

  • 3 reviews

Can't recommend enough

published

I cannot recommend Petplan enough! They have been fantastic paying any claims over the last four years, from covering emergency vet visits to allergies. Just the other week we found our dog playing with a tiger snake in the backyard, and rushed him to the vet. It gave me so much peace of mind to know that he could get the testing and treatment he needed because I knew Petplan would reimburse us the cost. Every claim I have ever submitted was reviewed and processed in less than a week, with the money going straight back in to my account.

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Claim processed speedily

published

With 48 hours I had heard my claim was processed. This is really good service.

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MEG

MEGSouth East Queensland, QLD

Would have been in Dire Straits without it.

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Natasha

NatashaSouthwest, VIC

Dealing with Petplan is very annoying - they are very unprofessional!

published

Most of the claims I lodge to Petplan get lost. I have even tried sending them by mail that requires a signature as proof of delivery - this does not help. It is not unusual to have to lodge claims 3 times before they acknowledge receipt of them. They send me texts to say they have received a claim from me but don’t tell me what it’s for or for which of my dogs it relates to. Even after they send the text the claim still goes missing ie I hear nothing further. My husband is now taking claims directly to their offices in Tullamarine. If they do pay a claim they don’t always let me know. I can often not get through to them on the phone. I have sent emails asking them to call me with no reply.

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Leanne and Ken Houston

Leanne and Ken HoustonGreater Melbourne (Metropolitan), VIC

Fantastic product and great service.

published

We have had this product for over 2 years and had to recently claim. The process was easy and staff were supportive. The claim was processed quickly. This product has been great.

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Jessica

JessicaSouth East Queensland, QLD

Poor value for money

published

Monthly premiums for my dog (a small, healthy breed) started at $47.12. Recently my renewal came and the monthly premium for my healthy, 4y/o dog is now $93.22! This is for a basic plan. I shudder to think how much the premiums will be when he's elderly, so I cancelled the policy and will now self-insure - something I wish I had done from the start. These plans are not value for money.

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Jodie F.

Jodie F.Mid North Coast, NSW

100% Best Pet Insurance Company

published

I can not fault Petplan Pet Insurance I would of been in a lot of trouble without it. Every aspect has been easy from setting it up to claiming and refund any cost. I was only with this company for a couple of months before my much loved dog injured her ACL a very costly op was necessary my dog then reinjured the same leg a couple of weeks post surgery and 100% of this has been covered by Petplan. I would recommend this insurance for everyone 10/10 company to deal with I can not thank them enough.

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Suzanne M

Suzanne MSouth East Queensland, QLD

Petplan paid all my claims!

published

Can’t rate them highly enough. Our dog had a number of issues in her first 12 months amounting to $10k and they have never failed to come through. Most was paid under insurance. Life savers! I highly recommend them. They’re quick to pay claims (1 week) and easy to deal with. They’re not as cheap as others but they cover the most, for life and they don’t balk on claims. No regrets here. Thank you PetPlan!

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Shannon

ShannonSouth East Queensland, QLD

Wouldn't be without it!

published

Great coverage with few exclusions, very speedy claim assessment and payments. First time using pet insurance and from here on in will never be without it again, takes the financial stress away when your loved pet is sick.

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Customer service and value for money on the decline

published

We have been with petplan for 3 years. In the beginning we received excellent service and timely returns. Since we have joined, our same coverage has gone up each year (in total $400+) while the service has slowly degraded over time.
This 3rd year, one of our claims for an accident, we didn't receive a timely return nor receive proper response. I had to call several times and each time the query had not been recorded or progressed. We have decided to change as we have seen a noticeable degradation in service with an increase of fees.

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Good and bad

published

Majority of the time I have been pretty happy with the claim process. I have 2 dogs on top cover. Recently I have tried numerous times to contact Petplan via email about an on going claim that I have been charged an excess multiple times. My emails get replied to sometimes and then ignored. Not a great customer service experience. I still haven’t been refunded the amount I’m owed.

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Narelle37

Narelle37Dalby

  • 2 reviews

Will never take it out again

published

Claim was paid promptly but I had to find the money to pay my local vet & specialist vet first.
I struggled to pay Petplan every month because I didn’t have spare money available for large vet bills only to find when I needed it I had to pay the invoices first.
My beautiful dog died at only 5 years of age.
I will never take out pet insurance again.

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highly recommended

published

Petplan have always paid out claims in a speedy fashion. Unfortunately for my beloved dog, she has incurred significant veterinary expenses in her life of six years. Petplan has never quibbled about the claims. They also always answer the phone quickly and courteously. It gives me great peace of mind knowing that money isn't going to be a factor in deciding whether my girl receives treatment or not.

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Gaylene

GaylenePerth, WA

Extremely slow response time

published

I put my claim in 3 weeks ago and after two calls (where I left a call back message and never got a call back) they have finally emailed to say that they have JUST emailed my vet for the cats history are waiting for a response.......I just hope it’s not another 3 weeks until my claim is resolved. Not very impressed at all.

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Gaylene
Gaylene

My policy number is CULL-0111C-C1N-00000001. Thank you for following it up. Please advise me of the outcome.

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Good service

published

Our claims (3) have all been paid so far - so we're very pleased with the service and reliability of Petplan so far. We've had the policy for 2 years now.

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Dora

DoraGreater Melbourne (Outer), VIC

  • 2 reviews
  • 1 like

Excellent when most needed.

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Jennifer Blackwood

Jennifer BlackwoodSouth East Queensland, QLD

So easy to deal with

published

We have had terrible trouble with our little dog breaking her legs. Having PetPlan insurance has meant that we did not have to get her put down, as there was no way we could afford the cost or her surgeries. Worth every cent.

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Page 4 of 56
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Questions & Answers

Debbie

Debbieasked

Petplan

Stamp duty why is it included

1 answer
Petplan
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Hi Debbie,

Stamp Duty is a government duty payable on insurance products. Stamp Duty is not set by Petplan.

Kind Regards,
Mireia
Petplan Social Team

Ros

Rosasked

Pet Insurance - Covered For Life Classic 1

Does Petplan cover Cruciate Ligament Conditions ? On this current webpage /listings/petplan-pet-insurance-covered-for-life-classic-1 - it says, "Not Included" and the Pet Insurance Policy Booklet does not explicitly mention this.

1 answer
Petplan
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Hi Ros,

We are proud to have helped many policyholders whose dogs have had Cruciate Ligament issues. However the coverage depends on pre-existing conditions, waiting periods, exclusions and a range of other factors as claims are individually assessed.

Please call us on 1300 738 225 so we can explain this in greater detail.

Kind Regards,

Thomas
Petplan Social Team

Charlotte P.

Charlotte P.asked

Petplan

I have been asked by Murdock veterinary surgery to fill out a pre approval form prior to surgery so i can assess what Petplan will cover... i can't find a form, please can you assist me?

1 answer
Petplan
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Hi Charlotte,

I’m sorry to hear that your pet needs surgery.

Petplan do not offer a pre-approval service. If you would like to consult a team member please provide your policy number and they will be in contact.

Kind Regards,

Thomas
Petplan Social Team

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