The poor business practices of this company speak for themselves in the reviews, but to be fair, their customer service experience is pleasant. The reps are energetic, helpful, and based in the U.S. You don't have to wait very long, and you can tell that they've done high quality training with their employees. Unfortunately, perky customer service cannot make up for a badly run business. 24PetWatch's technology platform is clunky and outdated, preventing me from receiving portal credentials to register my pup's microchip. Even after calling in twice to their customer service line, the friendly reps assured me that the credentials would arrive within 24 hours (weird that it's not instantaneous), yet no email ever arrived. When I try to register online with the microchip number on hand, the system prompts me to call into the customer service line. Round and round we go. Insurance policies are the bread and butter for this company. This is clear from the aggressive marketing emails that hit your inbox the moment they have your email address. If this company cared half as much about registering and tracing pups rather than peddling insurance plans, maybe their reputation would not be so shoddy. If they can't execute a task as simple as emailing portal credentials, I have little confidence they could actually help in a more serious situation. I would steer clear of this company with a 10-foot pole. It also wouldn't be a bad idea to encourage rescue organizations and animal shelters in your community to do the same. read more

Registering your pet is an awesome idea. If your pet is found they will text you and send you auto calls for a week along with anyone you list as an emergency contact. They will try and sell you a membership and the only difference is that instead of the robo call you get a live call. The fact is that the people with your pet will call your regardless so its wasted money. read more

my email was shared with this company as part of adopting a dog. now I'm being ceaselessly spammed by them no matter how many times I try to unsubscribe. microchipping dogs is a great idea, pissing off your potential customers and violating our privacy is not. read more

DO NOT USE THIS COMPANY!!!!!!!!!! A complete nightmare trying to process a claim. I have called four different times to resolve four different reasons why my claim couldn't be processed. I won't bore you with the detials, but suffice it to say this is one of the top three horrible company's for customer service. I am still fighting for my first claim. I AM GETTING AWAY FROM THESE PEOPLE THE MOMENT I CAN. read more

Riddle me this: how am I supposed to have faith that this company will be able to locate my dog if he were to get lost when they couldn't even get me his tag in a timely manner? When we adopted our darling dog Otis, we learned that the shelter had him microchipped and we were told to contact 24 Pet Watch to order a more permanent tag with his ID number to put on his collar. (The shelter put a temp tag on for us.) I ordered the tag in late November and was told it would arrive in 4-6 weeks. Kind of a long time for a tag if you ask me, considering that you can get pet tags at a local Petco made in a matter of minutes. I waited and waited some more. By early January, it still hadn't arrived, so I called to check in. After sitting on hold for 10 minutes, the woman told me that since it was just about 6 weeks, so it could show up any day and that I should wait another week. I did just that, more waiting, and it still hadn't arrived. I called back yet again, sat on hold for 10 minutes like before, and talked to an abrupt customer service person who got irritated with me when I asked how long this would take to resolve and when I could expect an update on the status. Excuse me for wanting to better understand the situation, especially when it's your company's error! A few days after this call, I received an e-mail documenting my query and saying that it will take about 4-6 weeks to resolve. Seriously? Is it that difficult to ship a dog's ID tag from Canada to the U.S.? About two weeks after that, the tag finally showed up in the mail, which was a relief. But, based on this experience, sadly, I can't say that I have the best impression of them so far. Hopefully, they're a lot more organized and responsive when it comes to dealing with actual lost pets (sad!!!) because wouldn't that be something if they tell a hysterical parent of a missing dog or cat, "Oh, that'll be 4-6 weeks until we have an update for you." read more

I made a claim in early March 2015, and another one in early April 2015. After waiting for almost 2 months (for the initial claim) I called to inquire about the status. I spoke with a customer service representative who told me my claim had been stalled because my claim form needed more details. When I asked why I had not been informed, he stated that they had in fact tried to call- however was unable to give me any dates/times as there were no notes on file. I called again two weeks later to confirm that the claim had been processed as I had still not heard anything. I confirmed my address, and that the cheque would be mailed. I was told it would take about 2 weeks to receive the cheque. 14 days later, I received an email from head office stating that my cheque had been returned and that I needed to call in to verify my address. When I called in, a customer service representative confirmed my address on file, and realized that the initial cheque was missing my unit number (I live in a condo). I am now waiting another two weeks for a new cheque to be issued to me. Ultimately this is very frustrating and disappointing and I have no desire to continue with an insurance company that takes 3 months to reimburse me for a claim. read more

Buyer Beware! This pet insurance plan is a total rip off. We signed up for the insurance and paid for over a year. We asked for the policy to be underwritten so we would know what was covered and what was not. They said we would receive the underwritter's report in a few weeks. Three months past and we still had received nothing. We called, they said that the would re-submit the underwriting request again. Again, nothing was received. We called a third time and after another couple of months we were told that because of our dogs age and history practically nothing would be covered. By purposely delaying us they ended up getting another 6-8 months premiums out of us, not to mentioned that we had paid for over a year to begin with for a policy that was practically worthless. I strongly recommend not using this plan. This plan is a total rip-off. read more

I was with this company for several years, and upon filing a claim (had not filed one in years) they refused to honor the claim, even after sending in paperwork. because of the delay, the claim not being approved, and not feeling valued as a customer, I decided to cancel. I know that there are some who do not have a problem with them, I can only speak from my own experience. read more

I read some bad reviews on this company, but I've been very happy with them and my dog has had medical coverage with 24PetWatch for 13 years. You must select the plan that will work best for you and your budget. It takes some time to be reimbursed for your pet's medical expenses, but they do pay and have all along. You just have to make sure to send all invoices and read the instructions. It's a much easier process if you can upload your documents and make claims on-line. My dog has had on-going skin and eye conditions and frequent bladder infections. I've always been paid what I expected (minus deductibles). Like I said previously, not always right away, but they always pay. read more

The monthly insurance payment of nearly $200, for my 6 and half year old dog, was being applied to my visa then, I lost my wallet and forgot to update the visa information. While I know it was my responsibility I was never contacted by them or notified by mail like I was with other companies I deal with who personally called me within days of a missed payments. Five months after missed payments I had a Vet appointment for my dog and submitted the claim as usual. About 3 weeks after submitting I finally received a letter stating my claim was denied. I followed up with a phone call after I realized It was probably my Visa. I offered to pay for the missing months as it was simply a mistake but they denied me a policy renewal after 4 years with them. Anything related to my pet's previous claims would now not be covered. I had the top-level insurance plan of nearly $200 a month and have never missed a payment up until this honest mistake. Then they turned their back on me. Their lack of integrity and poor communication doesn't deserve to be a company I do business with. The good news is the 5 months of missed payments nearly payed for my dogs treatment and I found a much better pet insurance company! And nearly $100 less expensive per month. read more

I've paid for this insurance for about 3.5 years, and have recently had need to use it. I submitted a claim for reimbursement for two blood tests for my cat. One for FIV/Felv/Corona/Herpes and one for panleukopenia. They reimbursed the first test, but for some reason decided that a panleukopenia blood test was actually a rabies vaccine, and refused to reimburse it. Nowhere on any paper work I submitted for this claim were the words "rabies" or "vaccine" used. I phoned to complain, and they are making me submit a reassessment, despite the fact that this is their mistake. I have to bother my vet to get a whole bunch of extra info and a signed letter, when they have all the correct info. It's a waste of both my time and my vet's time, and at the end of my policy year I will be cancelling and going elsewhere. What a waste of money. Incidentally, my cat's blood tests came back clean, so at least there's that. read more

Unbelievable. I had a free 30 day trial of the pet insurance after adapting our kitten. I started calling January 5th to cancel the subscription - automated voice saying offices were closed. Same thing on Saturday (which they have office hours listed for Saturdays). Same thing on Sunday (expected). Finally got a person on Monday the 8th and canceled my free trial, only to be charged on the 8th for a new month. Called on the 15th and was hung up on twice by the "automated" system. Got in a back door to talk to a real person. Was transferred to Brandon. (Yes, I screamed at you Brandon at the top of my lungs because you happened to be the straw that broke the camel's back with what I have going on in my life right now. That is on me.) However Brandon refused to give his last name or agent number. Told me I could google the CEO if I really wanted to talk to that person. Refused to transfer me to a supervisor - said HE WAS IN CHARGE. Baloney Sauce!! Said it was ABSOLUTELY IMPOSSIBLE to issue a refund for the charge. NEVER have I heard that from any company that has monthly charges. It is documented that I cancelled. The person that set me up said to start calling on January 5th. Brandon says I should have started calling A WEEK before I wanted to cancel. WTH? Mark Warren - current listed CEO of 24PetWatch, if you are reading this and other reviews, you've got some damage control to do within your company. Best of luck. read more

Completely different experience than previous 2 reviews. Got my dog end of July from a pound, where he had been micro chipped. Phoned to confirm change of ownership - No problem. Phoned to add alternate address - No problem Phoned about insurance and tag - No problem, tag arrived about a week.. Vet phoned to tell them my dog had been found and was at the clinic - No problem Received timely phone call fro 24Pet Watch that dog had been found. Returned call confirming dog had been returned to me. The wait times and customer service were always totally acceptable. read more

I have never been more disappointed in an insurance company before. Long story short, this company has lied to me, has taken forever to process claims, and has treated me like I do not know anything. They also constantly blame the postal service for delays in receiving cheques. Which is funny, I have mailed, and had letters mailed to me, across the country in 2 days. I had 2 cats on coverage from this company for 10 years now. I had 1 claim 2 years into my coverage for my cat that was shot with a pellet gun. Claim totaled to approx 650.00. It was paid in full, no questions, within 2 weeks. October 2013 rolls around, my cat gets VERY sick. I take her in, have some tests run, and discover she is Diabetic. The diabetes caused pancreatitis, which then caused a pancreatic cyst to grow, the size of my pinky finger. I put in a claim, which totaled to just over 2000.00, including the surgery to remove the cyst. Petcare denied 2/3 of the claim, stating my coverage did not cover what was done, even though the paper work clearly states "diabetes" is covered. I have to wait everytime I call for a minimum of 20 minutes to even have a chance to speak with someone. Most of the time the reps are completely unhelpful. I have also discovered my vet (who is highly respected in my area, as one of the BEST) has a policy to NEVER EVEN SPEAK TO THESE PEOPLE!! I have also discovered a different company who will not only accept my cat with diabetes, but will also cover anything to do with it, even though the condition would be considered pre-existing in their eyes. Check out PetsPlusUs. They seem way more competent, helpful, cheaper, and treat you with respect. DO NOT USE THIS COMPANY UNLESS YOU LIKE GETTING RIPPED OFF!! read more

I would give 0 stars if it was possible. This company is a SCAM! They approved my claim back in July 2017 and I STILL haven't been paid. Every time I called to follow up, they would send another cheque that was supposed to arrive in the mail 10-15 business days later - but nothing ever came. Four "reissued" cheques and 6 months later I was still waiting to be reimbursed. I finally wrote them an email and they offered to do a direct deposit. Almost a month later and guess what - still no payment to my bank account! I'm convinced this company is scamming pet owners and uses this method of wearing them out to not have to pay them. BEWARE and do NOT sign up for their scam insurance. read more

If your looking for Pet insurance that actually covers anything, this one is not the one for you! I have had this insurance for 2 years and my dog had a seizure, which has never occur ed before in her history, meaning it should be covered by insurance. I sent the $382 claim in, April 12, 2008 and did not receive a conformation letter until December 20, 2008. They also add that I have to include a recent and pre-seizure physical from my vet and fax those in. I did and still nothing, I call every month after December and my "file is being reviewed." So paying $53.80 a month for the best coverage, I have paid almost 300% of what the original vet bill should be...$645.60 a year, X2 years $1,291.20! The lady at "claims" told that I need to lower my voice or she will hang up on me! What great customer service! Don't do it...use VPI Pet Insurance, all my friends have it and says its the best! read more

Poor communication and bad service from beginning to end. Promised my pet hip dysplasia would be covered, NOT. Reimbursement checks promised in 4 weeks;consistently took 6 weeks or more. I cancelled my policy with ample notice, specifically asked that I Would Not get drafted for another month, was assured by 2 agents this would not happen, and it Did, which caused me an overdraft that 24 would not cover. Requested that my complaint be elevated to a supervisor and was promised my call would be returned 24-48hrs. 10 days later call still not returned. I called 3 days in a row to be connected to a supervisor, and one spoke through a CSR and still wouldn't take my call. On the 4th day was finially connected, and was told only 1/2 of my payment that shouldn't have been taken out would be reimbursed. Never,never,never would I recommend this company. read more

This company is TERRIBLE--at least in CANADA they are!!!!!! They would rather you kill your dog than give you a penny. My 5 month old puppy was the runt of the liver and only after having him for about a month did we have some concerns--we always have chosen the runt of the liver --with no issues. My puppy ended up needing surgery as he had a postsytematic shunt issue. He was placed on anti seizure medication, antibiotics a stool softener and a special diet (low protein) from the the vet. His surgery was over 5,000.....THEY COVERED NOTHING!!!!!! Not the medication, food or surgery......NOTHING. All of this happened WELL after the waiting period. So if you have money to throw away go ahead sign up with them knowing you are throwing money to the wind and won't see a cent back. They are crooks and animal killers not savers.....! read more

Claim service is horrible. Submitted a claim on July 16 and as of 9/3 still do not have reimbursement. Every time I call, the wait is 10-15+ minutes. I'm told check was mailed and that it is taking 3 weeks to get from Canada to US. Also, every time I'm told they know this is a problem with the mailing and they are looking into it. How long does it take to do this as I have heard this same story for 3-4 months? I could mail a letter to China and it would get there quicker than 24PetWatch's check get to the US. Would not recommend this company to anyone looking for pet insurance. Find another company...you won't be sorry you didn't go with 24PetWatch. read more

Wow, I wrote a review already and it disappeared. So how do you explain that? This is an honest review, and people have a right to know how terrible my experience was with this business. In fact, it was the worst experience I've ever had with a business. Phone call after phone call, email after email, telling me this was missing and that was missing, bounce-backs, meanwhile, they had all the documents they needed, they just needed me to come to their office and staple them together for them. At the very end: denied. I must have aged five years dealing with this sorry excuse for a business. This might have been tolerable, after all, it's an insurance co., but then the doubling of the premium after you've been with them for years and years, and then soon after bumping it up again so it's 2.5 times what you started with, seemingly just to aggravate you enough so that you do leave--exhausted, outraged, cheated--right as your pet gets old and you may actually need their services. If this gets deleted again I will have to start posting it elsewhere. I feel morally obligated to send a very strong caution to anyone considering doing business with this company. read more