Petcover pet insurance

Only giving 1 star because I have to give something. Had a policy with them for 11+ years with 2 small claims. This year had 2K claim and received less than half in return. All for 145 per month. Do yourself a favor go somewhere else, anywhere else.

If I could rate this company a 0, I would! Dealing with this company for a measly consultation fee reimbursement has been an absolute nightmare. My stress levels have skyrocketed dealing with these incompetent fools. They “forgot” to obtain records not once, not twice, but FOUR TIMES, even after promising they’d handle it. They don’t call back, they don’t respond to emails—it’s like talking to a brick wall.

After a MONTH of trying to get my claim processed, being ignored, and having them lose my information, they suddenly decide that the vet’s notes *may indicate it falls just outside the 7-day grace period*—which is complete nonsense. My cat was seen TWO WEEKS after the 7-day period, as clearly stated in the vet record.

It’s blatantly obvious they’re doing everything in their power to avoid paying out what’s owed. This company is a disgrace!

Do NOT get your insurance through this company. The number of people I spoke to who “lost” my records and case notes is beyond ridiculous. It’s either gross incompetence or outright fraud.

This is the worst company I have ever dealt with, hands down. Avoid them like the plague!

Not helpful or friendly with customer service when I had questions and it felt like they were avoiding giving answers or didn’t even know the right answers. This put me off following through with cover for the years to come. I would definitely look elsewhere.

Feeling heartbroken over the loss of my 14.5 year old dog Pepe who has been insured with Petcover since he was a tiny pup. After having to make the awful decision last week to have Pepe put to sleep I’m told by Petcover today that even though Pepe is gone I still have to pay the remaining 9 months of the policy until the policy renewal date. It may be in the fine print but shame on you Petcover for even having such a disgusting clause in your policies. You had the nerve to email me to say sorry for your loss but you still have to pay us another $641 even though your dog is gone. I will never use your services again and will be telling all my fellow pet friends about your appalling policies. You may be insurers but don’t you dare pretend to care about animals and their families.

I have my two dogs insured with PetCover and have since birth – they are now 9 and 12. I estimate that I have spent over $25,000 on insurance throughout this time (conservatively). I am now spending $350 a month on insurance for my two dogs. They hit you with an age excess on top of the normal excess once they are deemed elderly, so the % of the cost you can claim drops dramatically.

I made a claim for my 9 year old dog as he had to have teeth removed on 23/7/24. It took countless follow up emails and calls to finally be told on 20/8/24 the claim had been declined. Conveniently during this time, Thomas’ policy was due for renewal and jumped up in price. They declined the claim as he hadn’t had his teeth checked in the last 12 months. While that may be deemed reasonable, it wasn’t a normal dental clean, he required surgery. I have now sent numerous emails and phone calls asking for this case to be reconsidered and escalated, and keep being told it has been sent to the case manager. Nearly 3 weeks later and I have had NO real communication.

This experience has been costly and incredibly stressful. Petcover’s processes do not support the customer experience. Either their staff are inundated with claims and they are understaffed, or they are lacking the clear processes on how to escalate claim disputes.

I am now moving on to lodge a complaint with the Australian Financial Complaints Authority if I don’t hear back this week, and considering cancelling my insurance all together and simply saving the $350 a month to cover costs. What is the point in expensive insurance if you cant make a claim?

Disgraceful company, poor customer service with long hold and almost non existent resolutions. No call backs. Been trying to cancel my policy for more than a week with no success. As a veterinarian I do not recommend this company. It used to be good back 10 years ago when it was pet plan. Absolutely disgusting

Have had my dog insured with them 9 years but they are now shocking to deal with and expect an hour wait time on hold to speak to someone and no help at all

I have had pet insurance with different mobs over the last couple of decades and Petcover is without a doubt the worst insurance I have ever had. I insured my dog when she was a few weeks old as I bred her and read through the policy to ensure there were no penalties for aging dogs and the cover suited my needs. I initially paid $98 a month with an 85% rebate but when my dog got older the fees went up and the amount I could claim was reduced until I was paying $750 a month and I could claim a pathetic 35%. When the insurance went up it would have been impossible for me to cancel the insurance and go with another insurer because they don’t insure older dogs especially my breed so I was basically stuck with Petcover and they knew this. To increase my rates to $750 a month and reduce the amount I can claim to 35% is beyond outrageous because they are exploiting our love and dedication to our dogs knowing I could not insure my dog with any other insurer.. I don’t understand how this can legally be possible because it’s exploitation.. I could use another term but I think product review would not like it. I am warning everyone who is thinking of insuring your dog with Petcover, DONT! They will change the terms of the insurance whenever they want and rip you off.. like I have been for many years. If I knew the terms would change so ageing dogs are penalised I would have gone elsewhere. Go elsewhere because other pet insurers have more integrity.. JUST DONT USE PETCOVER!

I am in shock. I have been made to feel so stupid and so ripped off, especially when I read all these terrible reviews about the same thing. My lovely Staffy Charlie is like my support dog hes been there for me through a lot with Lymes Disease put up with little exercise and just sat with me always with a loving smile and a lick. I paid for insurance as I could not work much and needed the peace of mind, I also had Pet-Plan in England for 11 years without a claim. I paid for Charlie for 7 years roughly so that’s 18 years of paying insurance to pet-plan.

I was aware of the increased age discrimination only allowing a 35% payout and the $150 excess, but I had NOT noticed the $10,000 cap. When on earth did that creep in? They change the rules as they go along to suit them, and you are trapped into an ever-increasing policy once your dog is too old to be moved to another. Or when the competition is gone, they hike up the rates and lower the proportion paid. Should the length of payments not be explored here? It’s outrageous the control they have at changing things after your agreement. The claim experience was terrible and there was no one to speak to. The vet specialists were apologizing to me for my experience when it was not their fault, but I had to make a decision about treatment before the insurance confirmed what I am covered for.

So instead of about $7500 contribution I had to pay $15,400 – Thanks for nothing PetPlan! DO NOT USE THIS INSURANCE BETTER TO SAVE THE FUNDS INSTEAD

I am taking this further. I am a Credit advisor with my own credit license.

Been with petcover 7 years. Latest claim they decided to split one invoice and vet admission in to 3, then apply the excess to each . So for one vet visit, they’ve charged me the excess 3 times and reduced the whole claim by $600. How is the legal???