This is the scammiest insurance ever. I should have cancelled ages ago. The policy covers only a few things (I had the insurance for 8 years and my cat had many medical problems and nothing was ever covered, except, finally, euthanasia). I have been trying to get the $50 they offer for reimbursement for euthanasia for several months. Also I tried to cancel the insurance when my cat died and they keep charging my credit card every month. This has been since July. I keep having to file a dispute with the credit card company. What a waste of money and time. And really terrible to deal with this when also dealing with the death of a pet. read more

We initially had our 2 pets covered through Purina, which after a year or 2 sold off great coverage and premium. Sold the policies to 24PetWatch. Within 3 years, 24PetWatch contracted 3 underwriters. With each new underwriter and new policy year came an annual premium increase, which was fairly manageable... until the 3rd underwriter and 3rd year renewal with 24PetWatch. In the 3rd year, they decided to increase the premium for each pet by 100% and that's simply wrong but they do not care. Who knows what the percentage increase will be next year given that pet insurance isn't regulated it seems (the insurance commission is completely powerless). We either pay up or go without insurance because of (now) pre-existing conditions on both pets. They know we're at their mercy. read more

I became a 24 Pet Watch customer when they took over PurinaCare's pet insurance business a few months ago. The transition has been seamless. No problems in processing claims. Payment amounts have been very straightforward. I read through all the negative reviews and I've had a very different experience. read more

I unfortunately did not read reviews of 24PetWatch before purchasing insurance from them - I never would have, had I seen all the negative reviews on multiple websites. I purchased insurance for my 1.5 year old dog earlier this spring (2017) from 24PetWatch, as their rates and coverage were a bit better than some of the other companies we were looking into, and the staff on the phone were quite nice. unfortunately those are the only positives I can say. When our dog got injured, they asked for our dogs history, which we expected and provided. They didnt approve the claim. They didnt believe the onset date for the injury, so we had to get our vet to write a confirmation letter of the onset date before they would look at the claim again - so we got the letter from the vet and we sent that in. When 24PetWatch reviewed the vet's letter which very clearly stated the onset date by the vet, 24petwatch didnt believe it and denied the claim until the vet could call them! So we pleaded with our vet to call them (our vet is now wondering and questioning us as to what kinda of unprofessional company 24PetWatch is, as our pets history stated the onset date, then my vet had to write a letter confirming, then a phone call re-confirming). Finally after jumping through hoops 24Petwatch partially approved the claim. but the claim was for a knee injury that required surgery. the agents on the phone said that if your claim for diagnosis of an injury is approved, then the treatment of that injury will most likely also be approved. That didnt happen. We submitted all the documentation related to the examination, diagnosis, and recommendation for surgery, keeping in mind 24PetWatch already approved the cost of diagnosis of the injury and the particular injury IS covered under our policy. But 24PetWatch would find every excuse not to pay for he surgery (aain this surgery/treatment IS covered under our policy). One of their excuses/reasons for not approving reimbursement for the surgery: when my dog hurt her knee we had no idea what it was so we called a family friend (who is a vet) off-the-record and had a casual, informal conversation. The family friend did not perform any examination or diagnosis (as it was a simple phone call from us saying "she hurt her leg somehow"), but he recommended rest and monitor (as pretty much anyone would do). When we eventually took our dog in to our vet for an official diagnosis, we mentioned that a 'friend' said to "rest and monitor" which our vet unassumingly wrote down in her notes as she was performing the exam. When we submitted the pre-approval for the surgery, 24Petwatch saw in our vets notes that 'our friend' said to "rest and monitor" and they wanted a signed letter from that person as to who they are, their qualifications, the date of examination, the outcome of the examination, and any advice. I called the agent to clarify that this was a casual conversation we had with our friend, and there was no professional examination or diagnosis or advice given (you can look online and it will say "rest and monitor" for nearly every injury), but 24PetWatch was adamant that they receive this signed letter with all the details, or they wouldn't proceed. They know fully well there was no examination as this was not a consult with a vet, and 24PetWatch are asking for a document that they know does not exist because they know we cannot provide it - so they will never have to reimburse us for the surgery. Very unprofessional, suspicious and unscrupulous techniques from 24PetWatch. After my experience and reading so many others from multiple sources, 99% being negative - I would never recommend this company to anyone seeking insurance. read more

Agree with below statements. I have called them 4 times in the last two days, each time waiting on hold for a long time before finally giving up and leaving a callback number. No one has called me back YET!! read more

Absolutely the WORST at reimbursing claims. Not only did they lose one vet's submitted paperwork TWICE, I just learned that "in process" means the claim goes to Canada for "review" then back to Buffalo, where it takes another 10 days before a check is cut.. This reimbursement process will have taken over 60 days by the time a check is in my hands. Unless you can be out of pocket several hundred dollars for a great length of time, please find another pet insurance company! read more

This place is a joke! If I could give negative stars I would! PLEASE TAKE ANY AND ALL ADVICE OTHERS ARE GIVING ON THIS PAGE! We adopted a 12 week old kitten, which came with a free trial of 24pet watch insurance. My kitten had problems when we adopted him and the adoption agency said go through 24pet watch to get him healthy again. Well, we called their representatives up and explained EVERYTHING that was going on since his adoption, he told us if we sign up and pay a monthly fee ALL of his issues would be covered under the insurance policy. Well, we sent in our claim of $323.00 and what do you know THEY DENIED IT. But first, we received a voice-mail stating they received our claim and payment would go out in 2-3 weeks. Well, after 6 weeks of waiting I called and asked what was going on with it, they tell me oh sorry your claim has been denied because it was a PRE-EXISTING cause. This is NOT what we were told when we signed onto the insurance, i told them to go back and listen to the recording and hear what their rep was telling us and the questions we were asking. The lady on the phone said sorry there was nothing they can do for me and whoever sent that voice-mail was not suppose to. WHATEVER, I cancelled my policy, luckily they only got 2 1/2 months out of me, i feel sorry for the people who pay into this for YEARS just to be denied claims in the end, that's money wasted. So PLEASE be smart when it comes to this CRAPPY company. I don't know how they are able to stay in business with fraudulent claims!!! I CANNOT STRESS ENOUGH "DO NOT SIGN UP FOR THEIR INSURANCE, YOU WILL GET BURNED!!!!" read more

Here's the bottom line. They lose claim information repeatedly. The employees do not know relevant claim information and they do not know the specifics of needed claim documentation so your claim just sits in limbo. As someone else mentioned the time it takes to follow up on a routine claim, out ways the cost of coverage. Will try to cancel my new yearly plan when I can get ahold of someone. Also inconsistent availability on the websites LIVE IM. Don't advertise it if it's not available... Just a thought. Overall if the employees were better trained, I think it may have been a better experience for me. Just really poor CS and follow up. read more

Horrible company. They take forever to process clams and they just doubled their rates.

DO NOT USE THIS COMPANY. Worst pet insurance I ever had. Takes forever to receive confirmation or receipt of claim. Then it takes forever to receive a check. Telephone hold times are ridiculously long. When they do answer they always say they've been having computer issues. Too late for me to cancel, but will not use them for my future read more

Like many others here, when we adopted our dog 7 years ago, a 24petwatch chip was implanted. With the deletion of our land line and changes in jobs, it was necessary to update phone numbers for our dog. They need $21.95 for a year in order to update our information. So, after signing up, I asked when I would see the new hangtag for her collar so if she is lost the finders know where to call. No, that tag needs to be ordered and purchased for $12!!! Seriously??? Smells like a racket to me. Just hope I never have to find out if they really updated my information... read more

This company is a joke. Their pre-existing clause is sweeping and will afford them the ability to deny basically any claim they don't want to pay. When you call customer service to discuss it, they will talk to you like you're stupid. When you request to speak to a supervisor, they will tell you all they can do is request a call back within 48 hours. Then you won't receive that call, but somehow your account will be noted that they called you back and left you a voicemail (you never received because they never actually called you back). You call back and go through the same cycle a few more times. After a MONTH, you'll finally blow your top at the newest agent who thinks you clearly haven't understood the previous four agents and they believe they can explain it in a way you will understand. Miraculously, only then does a manager calls you back -- that same day even, but only to tell you she can't do anything for you. AND now to make matters worse, she can't refund your two premiums that have posted in the process of this call back game, despite what two of the previous agents promised you and noted in your account. So you cancel finally. In other words, good enough insurance if your pet never suffered any kind of illness whatsoever in the shelter so there won't be pre-existing conditions, and if you never have to call customer service and have someone talk down to you. read more

Found a lost dog and waited on hold with this company 2 separate times for over 15 minutes. The service did nothing but make it a longer wait for us to get the dog back to the owner while we sat outside our apartment with the dog for an hour during the whole process. I don't know why anyone would pay for this service as it will only inconvenience anyone trying to return a lost dog to its owner and cause an owner to wait longer to get his/her dog back. Would give it 0 stars if I could read more

Trying to contact this company by phone is next to impossible. I have currently been listening to their horrible music for 16 minutes, and this is the fourth time I've tried calling. I have never seen such horrible customer service. read more

This company is extremely unprofessional and disorganized to the point that I feel like they are a total scam. I've had to submit paperwork via scan, fax and by mail over three times because they claim to never receive it. They sent the wrong policies twice, switching my two dogs information around each time & they've listed my personal information incorrectly. I've been on the phone with them more times than I care to remember. To top it off, they turned down my dog for cruciate ligament surgery stating it was a "pre-existing" condition. How a torn ligament type of injury to a leg could be preexisting before the actual injury occurred is beyond me (I saw it happen!), but try discussing this with the representatives there, it is much like talking from someone in the Twilight Zone. After resending all the dogs medical records which clearly state the dates the injury occurred their new excuse for not paying on the claim was that the injury occurred within the 14 day waiting period. Again, the records clearly state that it occurred after 14 days. I had to resend info, go back to the shelter where we adopted her, have the Dr write a letter stating the dog was in good health at the time of adoption, and after all of this crazy, tons of phone calls, hold times exceeding 10 hours, 4 months of going back and forth with one rep after another they refuse to pay. My next move will be to report them to the BBB. STAY AWAY....ATAY VERY FAR AWAY from this scam of a company. read more

After covering my dog through them for almost 13 years, and faithfully paying the premiums, once my dog died, they pretty much nickel and dimed the final claim I submitted, and only honored 60% of funds due. Considering that my dog was rarely sick, I find this atrocious. Also, the claim was submitted back in December, and the check is still being "processed." read more

(-10) stars if i could 30 day "gift"- 11/7/2015- hasn't processed claim yet purchased hightest plan- sent in er claim for puppy-on 11/9/15-not processed yet 12/23 & 12/29- pre op visit and neutering- not processed yet when i called & waited 20mins for them to answer- asked what fax it was sent from. no manager to speak to. cancelled policy. calling nys att.gen read more

I have been paying insurance premiums for 3 months, I finally cancelled my policy with them. The customer service is so bad. The claim process is very long to get reimbursed. I submitted a claim and they told me it was incorrect so I had to resubmit again so now I have to wait longer. I asked to speak to a manger and the customer service supervisor told me she would put in a request and it would take up to 24 to 48 hours for a manager to call me back, it never happened. Also I did not get any confirmation e mails back when I submitted my claims. No one calls back. Long hold times when you call. By the way the customer service supervisor I talked to name is Hazel. She is really bad at customer service. read more

I'm really surprised to see all of the bad reviews. We got the insurance free when we adopted our dog last year, and I extended the service and now pay around $20 a month for our puppy. She had a bladder issue that was very costly, and I got a check from this company reimbursing a large portion of the cost. The biggest negative is that theres a lot of paperwork and reimbursement takes longer than you probably want, but in the end, I've always gotten my claims reimbursed and or a response. read more

Havent received a single payment from them for 3 years and have been diligently sending claims in a timely manner. They are nothing but LIARS and CHEATS. I dont even think this is a real company. Please save your money. read more

I have had 24pet watch since as long as I've had my dog as a puppy. She is now 12 years old and all of a sudden my payments doubled. I had recently considered canceling because I was close to $80. Than I called and spoke to someone who helped me choose a different plan which was $65. a month. So I kept the insurance. Today I was checking my checking account and noticed they took out $128! for Nov. Seriously? How is this legal? To just double someones payments. I'd stay away from this company. My dog has been healthy but now she's a Sr. I think I think they are taking advantage of customers with older pets. read more

Recently adopted a dog and am trying to get the ownership info on his chip updated. Tried to e-mail the required paperwork to 24PetWatch on the Owner-Transfer mail address on their website, but it bounced back as undeliverable. There's no other e-mail I can find on the entire site, and Google hasn't helped me find one either. It shouldn't be this hard. I'm on the road and don't have a lot of time to spend calling customer service. read more

I would not recommend this company... i adopted a puppy and the shelter did not tell me that she had health problems...we had to take her to the er, $ $1500 in vet bills and they didn't wanna cover any of it, they said they only cover 16 different diagnosis and her's wasn't one of them... So why pay for a pet health insurance if they won't cover anything and you have to sit by and watch your dog die a horrible death because nobody wanted to help. read more

Update: The dog in my first review has passed away but I have a second dog on this insurance who at the time of my first review didn't have any big claims but I couldn't cancel her either because she had a preexisting condition too. She eventually needed surgery. The surgery and her checkups totaled $2500 which they paid. But, they raised her premium from $39 to $95 a month! My advice is to choose a company that's policy is not to raise premiums due to claims. I'm considering cancelling and will finally be free from this company. I have had this insurance for 4 years. My dog has been very sick so unfortunately I used them a lot. They have the most horrendous customer service. The hold times are 45+ minutes and you can choose to be called back but no one calls me back. The claims used to take 30 days to pay but now they take 60-100+ days. They won't email you back and when you chat, it takes 3 days to get a response that may or may not answer your question. They have been saying they are working to improve their customer service for the last two years but it's only gotten worse. They are careless with reading vet records and receipts and deny claims because of it, requiring an appeal and/or resubmittal which starts the time over and causes frustration and wasted time. I wanted to change companies but my dog would've had pre existing conditions with another company so I was stuck with this one. Fortunately I changed my other dog to a different company since she was healthy. Choose your insurance company very carefully! read more

THE WORST! STAY AWAY! I've seen some of the reviews here on Yelp and many of them are consistent with the challenges I have experienced. I have two claims that are months old.. and one of them still is not even in "processing". I've called and emailed (multiple times) and I have received different feedback from various customer service reps every time I talk to them. No one apparently keeps records of phone calls or records in general there. They have found every way to delay even just reviewing my claims yet it's funny that there has been NO delay in charging me monthly premiums - right on time. Interesting how that works. I cancelled my policies with 24Petwatch this month and will continue to follow up with them on the the money I am owed from claims that are near 5 months old that have had no movement on them. DO NOT USE THIS COMPANY read more

I have recently had a pet died, and I have tried over a week to get ahold of someone to cancel the policy. Im being charged for things when I haven't been to the vets office! I feel like there is one person working for this companies customer service. I wait hours on end where I either fall asleep or leave a voicemail hoping for a phone call back. I have left several messages over the last four days and not one phone call back in return. I will never use this company again. Not to mention when my dog was alive and I tried to file for a claim they took the money and never accepted the claim, and when they did accept the claim I never was notified if it was accepted or not. Im truly disgusted with this service! read more

I was extremely hesitant to get insurance with this company after reading all the reviews but I am so glad I did. Like any insure you have to submit PROPER paperwork and follow the protocol for insurance claims. They were a little behind but I was reimbursed in a timely manner and overall just a great experience. Customer service was excellent as well. The wait time took awhile but once you were connected with a representative they were awesome and very helpful with any possible questions or concerns that I had! I would definitely recommend this company but be prepared to do your part which is required with any insurance company! read more

I had my cat lost and turn up two towns over at a shelter I hadn't even heard of. 24PetWatch called me but called me first on a wrong number because I never updated my info then thankfully called my friend on my emergency contact who still had her home phone working and gave them my current number (oops, do that!). I think its crazy how many people on here don't want to update their info because they have to pay for a service that came with your pet. YOU DONT HAVE TO USE IT. I want it, I will pay for it, why are you complaining on here because you didn't want to use their service when you could say 'no thanks i dont want this service' - its like $50 for your pets entire life, if you can't afford that you cannot afford a pet! Would you do your job for free? Why would you expect the people that work there to? Microchips are like $10 max of course they need to make money to have the staff there to call you! I have a new dog with a home again chip and they cost even more! I looked into it and surprise! ALL COMPANIES CHARGE because all companies need to pay their staff. For those people who are complaining about being transferred to India I was concerned but then I realized they are located in Canada and there is a very good chance that someone with that background works there. I spoke to someone who was definitely Canadian and we laughed because I could hear the person next to her talking really loudly. He spoke in an obviously non-english accent to boot. And for the record I have never waited for more than 10mins to speak to someone, twice I have called to update my information and buy dog food and I was never on hold! read more

I worked in an animal shelter for 1.5 years. I adopted two dogs that were microchipped by 24PetWatch. I recently had to change my phone number and when I called to make an update to the record, I was told that there would be a yearly fee or a lifetime membership fee. I was told that the service was only free for one year and was upset that I never received an email or a piece of mailing advising me of this. I think the company is not very good at all. I wish that I could switch to another provider like Home Again. If I never received anything like this, can you imagine all the others with a similar experience? read more

I am not sure what caused the problems for 2 others, but I have had two great experiences with 24Petwatch. The first was when my dog got into some antifreeze, fortunately we caught him in the act and got him to the vet right away, the bill was $1200, of which 24PetWatch was responsible for 70%. I submitted the paperwork and got the check in about 4 weeks. The 2nd was when by dog got cancer of the hip this year (2011) and needed to have his left rear leg removed, cost: $3,600. I submitted all the paper work, and once again, about 4 weeks later I received my check for 70% of the cost. In both cases, once I submitted the paperwork, that was it, no phone calls, no additional requests, no contact, nothing, the check just showed up in the mail about 4 weeks later. read more

I've had them for 9 years. My dog never had a claim till 9 years old. They changed the plan so now it cost more. Same old Insurance routine. When you need them most, when pets get older, they force you to make a hard decision. Pay more for the same coverage or leave you and your pet stranded by NOW looking for Insurance at 9 years now..Great Ins plan. They did psy the claim however. read more

I have had 24PetWatch for over 15 years, it was Pet Care when I started. When it was Pet Care they were wonderful, quick claims and great customer service. Since they have become Pet Watch they are horrible; rates have gone up and customer care has gone down. It takes forever for them to process claims and then they wait several weeks before telling you that you are missing something, such as pet records. I never had to submit the records before and when I called to ask about it the representative was so very rude to me. I have a 19 year old cat and you can imagine the pages of "pet records" that I have. I use to tell all my friends to get Pet Care insurance but since they are now Pet Watch I tell them to "stay away". They do not care about your pet only the bottom line and making money. read more

About 6 months after I got my cat he fell and hit his face causing him to have surgery on his face and mouth resulting in a bill for $850 which I submitted to 24 Pet Watch in March 2016. I put a claim in with all requested documentation and as of today June 10, 2016 I have received $2.45 for pharmacy and nothing toward the surgery. I have spoken to several supervisors. They have come up with every excuse in the book not to reimburse me for any medical expenses. The only correspondence I have had from them in the last 3 months is ''3''requests to "resend" all documentation because they keep losing all 17 pages of it. STAY AWAY FROM THIS COMPANY! You pay your premium on time every month and this is the service you get. They are nothing but a RIPOFF! read more

Useless pet insurance. I may as well be burning $80/month in premiums on two rescued dogs. Four claims have been submitted; three have been denied and the fourth is entering the third month since filing. All I've heard from them is demands for pet health histories predating my adoption from the pound! read more

I registered my cat 10 years ago and put the info and the email with the info in a file folder. I forgot all about it, but when I went to update the info after I moved, I noticed I didn't have his chip #. I called them and the first time the girl just hung up on me. I called back and another girl said even though they had my name they didn't have any info on my pet or his chip #. I asked the girl, doesn't the fact I have an email confirmation mean that you have the info and that I paid for it? She hung up on me. What kind of a scam are they running? They take your info., have your name but not the chip #? Not to mention, they are totally rude on the phone. read more

Very dissapointed. Had an accident policy for my dog for 8 years. They said if he tripped and fell and got hurt or accidently ate something and needed surgery it would be covered.Never made a claim until now,8 years later, he fell and tore his ACL. the surgery was approx. $2000. They are saying they will not cover it. Saying that happens with old age, even though it was caused by an accident, it would have happened anyway so they will not cover it. OF course I am appealing it. But i will be canceling all my pet insurance policies from them. Very dissapointed, especially since my vet uses them for microchip too. read more

Because I'm paranoid about being unable to afford pet insurance, I signed up with this company in 2004 and upgraded to double coverage in 2007 (paying about $42/month). To test whether this company was a sham, I sent them a measly bill for $178 and got $24 back. Then I got this new contract that was not easily understandible and that changed the previous coverage restrictions. When I called, I had to wait 20 minutes before getting an live person. The person I spoke to was completely incompetent. I'm debating whether or not to cancel. I have hugely suspicious that they will try everything in their power to avoid paying a large claim if I ever have one. I should have set aside my own money for treatment years ago instead of giving this company any money. To see more complaints, view the following links: http://www.petinsurancereview.com/petcare.asp and http://www.petinsurancereview.com/petcare.asp read more

They are rude. When my dog got out they told the person who found my dog to bring him to animal control. They said that there was nothing they could do to help the person who found my pet. They left me a rude message talking about my per being at the shelter and gave me the wrong number to the guy who found my dog. This company is a sham. Luckily it was my neighbor who had my dog and I got him back safe and sound without the help of his microchip. WORSE COMPANY!!! read more

The chips scan well, but their recordkeeping is a nightmare. Despite repeated phone calls, mail, and email, Petwatch could not not record my pet as having paid-up pet insurance and kept sending membership and petangalo cards in the wrong pet name. Then, without permission, stated they would charge my credit card annually. Since the cat is now deceased, let's see if the credit card fraud continues. read more

I had a very, very sick kitten from the shelter - symptoms didn't show up until after we brought him home. Had to spend almost $400 on emergency and regular care to get him better. Went to the vet after the 48 hour waiting period before insurance kicked in. Claims were all denied: Shelter coverage only covers things you get in the shelter (like upper respiratory infections, parasites, etc.). My kitten had everything you get from the shelter, was vomiting live roundworms, had diarrhea, was eventually treated for a debilitating upper respiratory infection, etc., but since they didn't do a fecal exam (his butt was too small!!!), claims were apparently ineligible. Oh well, nothing lost. The "coverage" was free. Glad I didn't enroll for the ever popular standard coverage. read more