petplan.com.au

3.9 / 5

petplan.com.au

petplan.com.au
59 Reviews
3.9 Average
The main metric, showing how trustworthy is the business. Calculated using proprietary rating algorithm based on the AI, analyzing 25 different parameters.

3.9 / 5

Trust Score

3.5

Reviews

4

Social

5

Featured

3.5

Technical

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  • This website has existed for less than 3 years
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Based on 259 reviews

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Petplan.com.au Review

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Last update: Wed, Mar 9, 2022 2:10 AM

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Petplan.com.au Reviews & Complaints (59)

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delivery

price 3.2 /5

quality

customer service 3.6 /5

on-time

Claim submitted & acknowledged on 2/4/19 with comment could take up to 10 days. It is now 1/5/19 and still no feedback or payment. Rang 30/4/19 mid afternoon to find out why the delay and had to leave message to return my call as no one would answer. It is now am 1/5/19 and still no call back.
If this is typical of how slow they process a claim, then I will think about cancelling the policy as from what I have been told most other insures typically pay within 5-7 days.
Very poor customer service.
1

3 years ago

review by Colin Cooper

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I decided to get the same Pet Plan cover for my German Shepherd dog Ruby-Rose that my sister Kim has for her German Shepherd dog Titan too. As Kim is very pleased with the insurance cover plan she has with you for Titan. You came highly recommended by another friend of ours too he is a disabled man and is totally blind and has had several guide dogs over the years which have also had Pet Plan insurance too for all of them. He told us you were always fair and covered the total cost of whatever he needed for his guide dogs whenever they became very sick. One of his guide dogs had bad cancer and another needed an expensive operation and you always covered his guide dog's treatment / operations / medications ..etc...which would have been very costly with out of pocket expenses had he not had them all insured by you. So that's why we decided to go with Pet Plan insurance for both our German Shepherd dogs first you came highly recommended by alot of our friends eg...word of mouth to us. And secondly we also did our research before commiting to your insurance. We looked at all the other Pet Insurances around but we thought yours covered the life of the dog which we liked and you did not discriminate on which type of breed of the dog you had too as some Pet Insurances do. So both of us are extremely happy with your Pet Plan insurance and will stay with you guys indefinitely. Kind regards Debbie.
.
5

3 years ago

review by D. V.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

I have made several claims through Petplan, including a very expensive one - $14,000 all up. Petplan has never caused me any problems and have paid money direct to my vet so I did not have to pay up front after initial costs over $150. Very happy
5

3 years ago

review by Jeff Andrijasevich

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

The complaint from 2014
"We have held our policy with Petplan for 9 years with our current dog. This dog is now aged 9 years and 6 months.
Our monthly premium has risen this month, without notification, from $49 to $131, which represents a 170% price increase!
We believe that as longstanding members, with no claims throughout this time, that PetPlan is now trying to discourage us from staying with them, as our pet just reaches a threshold (9 years) which other insurance companies decline to accept pets of that age."

The response:
"Petplan had a new product launch, with new plans and premiums. You were previously on the Standard Dog Plan which you were paying $49.95 you are now on the Classic Option 2 and paying $131.81. Please be advised the increase is calculated as a result of our own claims experience, the adjustments we have set come from a detailed analysis of all our data."

Gobbledygook. Or my interpretation - we've got the money we needed from you, and now, you are stuffed.
We invested in the dog from a puppy, so that we wouldn't just capitalise on needs that come in a dog's later life. Unfortunately, they just used this thinking against their clients by pricing them out of the market.

The most recent poster talked about a 60% increase, so they've come down from my experience of a 170% guage... BUT the point is, they will sting you when you most want them, after they've got thousands of dollars off you from your years of loyalty. Please, PLEASE don't let this company burn you.
2

3 years ago

review by Feliss R.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I have never lodged a claim with Petplan so am unable to comment on service etc. However my biggest issue is that my premium has risen to from $87/mth to $263/mth being or over 200%. The cost of the policy no equates to 35% of the maximum benefit for the year which is rediculous. In addition I have a 20% loading due to dog age. Like all comments I have read, the policy starts reasonable and then gets to the point where you are forced to cancel the policy. Caring for animals..... only when its profitable.
2

3 years ago

review by Jason C.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I am very happy with your services and have had my pets insured with you for approximately 15 years.
Keep up the good work and many thanks!!!
5

3 years ago

review by Gina Rossi

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Since rolling over after our six weeks free puppy insurance I’ve never received a confirmation/reply email with our policy number. Unable to call after work as I finish late and you are closed on weekends so it makes it difficult to find out whether we are signed up or not!
1

3 years ago

review by Lauren Clarke

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

We have waited 5 weeks for our claim to be processed, we rang on Tues 26 Mar
for an update. The operator said someone will ring you this afternoon or tomorrow -
nothing back. We don't have to wait for our own private health/medicare refunds
for that long!! You should'nt have to even enquire about this if the claims were
more prompt. Bad customer service Petplan ! 0-10
2

3 years ago

review by Susanne Maxwell

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

We have been with Pet Plan for nearly 3 years. Whilst the premium is a little more than other insurers- the pay off is an efficient claim process with a minimal fixed excess. We have made two claims, both settled within 7 days. Awesome value
5

3 years ago

review by Happy Client

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

I've had petplan for my horses for the last 3 years. Claims have been promptly attended to and resolved.
Only negative is that they're not so good at returning calls, and the phones always seem busy, so you have to leave a message.
4

3 years ago

review by Karen Van

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

We were with pet plan for 3 years and everytime our policy was up for renewal the monthly premium rose from between $30-$50 a month! The latest rise meant we were paying more for our dog then our own health insurance. When I approached petplan they simple responded with generic emails. Terrible service!
1

3 years ago

review by Tiarne K.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Return phone calls, don’t leave me on hold for 30 minutes, pay claims, respond to complaints, don’t keep charging for a deceased animal when you know they’re deceased ... need I go on. Refer to the complaint I have just escalated to AFCA
1

3 years ago

review by B. I.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I have two English cocker spaniel, one male and one female. I claimed several times to cover the cost of treatment of pancreatitis, skin dermatitis and foreign bone extraction from female cockers mouth. It all went smoothly after submitting all required documents. And I am very happy with the pet plan insurance policy.
5

3 years ago

review by Hiroshi Mizuseki

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Spent 2 hours on Friday trying to access someone to clarify my policy and noone responded
2

3 years ago

review by Denise Sadique

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

We have 3 pet plans the first two are fantastic when we went to add the cat there was a lot of confusion by the first person who spoke to me. Which ended I. The kitten been covered for injury but we had a wait time for sickness. All ended up fine but it could have gone badly.
1

3 years ago

review by H. J.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

They where excellent to deal with and rang me regularly to remind me the free 4 week period was running out, which was extremely helpful as with my busy schedule I kept forgetting to activate my cover.
5

3 years ago

review by U. C.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

The policy was set up with the breeder, we just had to start paying after 1 month, so set up was easy.
Unfortunately we have had to make several claims and they were resolved within a week. Petplan is simple and easy to engage with
We have had Gus insured since 6weeks old so about 2 and a half years now
5

3 years ago

review by Tlh Y.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

2nd time I have had to ring and follow up on 2nd claim I sent via email......glad I got the money back both times but why do I need to keep ringing to escalate it? The customer service officers are lovely and polite though.
2

3 years ago

review by Shane Imbert

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

We have been with Petplan for over 15 years - over the life of a few furbabies and we couldn't be happier. Not the cheapest but they cover GSD breed issues
5

3 years ago

review by Marina E.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

The breeder had set up a 6 week plan with Petplan. When I went to take out a new policy in my name for my pet, they said the 4 weeks free insurance for new policies (my vet gave me a brochure which offered 4 weeks free) didn't apply to me. They said someone would look into it and call me back but no one ever did. When I did take out the policy, the policy commenced from the date of the quote (one month before), rather than the date of proceeding with the policy, hence the cover is for 11 months not 12 and I have had to pay twice (2 monthly fees) in the same month which I had not budgeted for. The girl on the phone told me this is because the cover starts from the date of the quote and I get get the benefit of that, which is a nonsense as unless you proceed with the policy you aren't covered!
2

3 years ago

review by P. R.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

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Usually stable businesses have more than 5 authority websites mentions, this one has 17 authority websites mentions and 0 mentions in other websites

Petplan.com.au Review

No description for this company.

Petplan.com.au Customer Service Contacts

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