Extremely disappointing claims experience with Pets Plus Us / Northbridge. Over the course of several months I dealt with: * duplicate deductible application within the same policy year * conflicting reimbursement decisions * reversed reimbursements * missing claim documents and Explanation of Benefits files in Pet Cloud * claim pages showing little to no information * and repeated inability to reach management despite numerous phone calls and escalation requests I have now sent multiple escalation emails, filed external complaints, and still have not received a substantive resolution or direct management contact. At this stage, I want someone to act now and properly address these issues instead of continuing to send generic responses and delay the matter further. I am still hopeful that this can be resolved quickly and professionally. The most frustrating part is that the entire purpose of pet insurance is to help avoid financial strain during difficult medical situations. Instead, I was left carrying large balances on my credit card while waiting through repeated delays and inconsistent claim handling. I would strongly encourage policyholders to carefully review all reimbursements, deductible calculations, and claim records. read more

Pets Plus Us was unresponsive to repeated requests for a basic clarification: what, exactly, they consider "pre-existing conditions" under my dog's new policy. They have full access to the veterinary records, yet refused to specify which conditions they believe are excluded. After a letter of complaint to the Ombudsman at Northbridge, the parent company, forced a response, apparently I should keep paying a sizeable monthly premium and only find out whether my dog is actually covered for a treatment if or when I file a claim. That's not insurance, it'a game of roulette! There is no ambiguity when they debit my credit card each month, but when it comes to defining coverage, the company suddenly becomes vague. Asking customers to pay while withholding clear information about exclusions is reprehensible and feels like a sleazy way of doing business. A company that cannot clearly explain what it will cover does not inspire confidence or deserve any customer's trust. Potential amd existing customers, please take note! read more

I already have Insurance with a Petline banner and have for 8 years but I thought I would give Pets Plus Us (aka Pets+Us) a shot as they offered a discount off premiums for Costco (15%) and CAA (13%). I got a quote for a new kitten we were adopting and was impressed with the sales agent so much I asked what it would cost to insure our current cat. I mentioned to tje sales person, Michelle, countless time in our 3 calls I had existing insurance for Casper not once did she tell me I had to cancel his insurance prior to binding my policy. I even mentioned I did not want to cancel his policy until the underwriting team gave their approval. Fast forward to day two of our policy I call to make sure they received all of Casper's medical records from 5 days prior and check on the underwriting as I wanted to know if I could cancel Casper's policy. The man who I was speaking to, don't recall his name, got very upset and said if I still had insurance for Casper then this policy was void. Didn't want to explore that Michelle neglected to inform me of this requirement nothing. So I told him to cancel the policy for Aurora the new kitten too. Thankfully he did as I see the poor reviews here. I let the fact that Costco and CAA endorsed them cloud my judgment. I thankfully am still with Petline and you should be too. Go with their Peppermint or Petsecure brands and stay far away from this company. read more

Pets Plus Us - Pet Services Near Me - Oakville, Ontario

A Dismal Experience with PetsPlusUs Pet Insurance and Northbridge Underwriters Rating: -5 Stars (If Possible) #BUYERBEWARE If I could give a "Negative 5 stars" rating to this company, I would. Our experience with PetsPlusUs Pet Insurance, underwritten by Northbridge, has been nothing short of a nightmare. We signed up a year ago, and they had absolutely no qualms about diligently collecting our monthly premiums. However, when it came time for them to fulfill their end of the bargain, the true colors of this company began to shine through. Communication Failures: The first red flag was related to their initial email requesting accident and illness information for our dog. Due to our dog's adoption process, where a vet must clear them as healthy, before release for adoption, there was no info for them, so we couldn't follow up on that email. However, once we submitted our claim, and waited several weeks for confirmation, we received an email saying we hadn't provided them with all of our dog's previous medical records, from any and all vets they had ever seen. Irritated, we followed their instructions to the very best of our ability and submitted the necessary documents promptly. Little did we know that this would be the start of a continued, drawn-out ordeal. Endless Delays: Fast forward to our first and only claim since signup - a common ailment requiring an Apr 8 vet visit, testing, a round of antibiotics, and a follow-up visit on May 13. It took until July 1, after numerous frustrating emails and calls back and forth with different members of their team, who did not appear to talk to each other or care about our frustrations, to get them the information they claimed to need to process our claim. This is information that should have been CLEARLY identified as being required, prior to any payment ever coming out of our account. Broken Promises: On August 17, almost TWO months later, we were informed that the claim was approved for processing. Their agents repeatedly assured us that it would take 7-10 business days for the payment to be directly deposited into our account. We waited patiently, extending it to 11 days to give them the benefit of the doubt - only to find no payment. Incompetence and Falsehoods: Upon reaching out to PetsPlusUs again, we discovered that the payment could not be processed due to an incorrect manual entry of our bank details on their part. Astonishingly, they failed to notify us of this during the 7-10 day waiting period. If they had tried they would have known it didn't work. When I called to inquire, the agent said that it takes time to process once submitted to the bank - a blatant lie. I had already confirmed with our bank that no processing attempts were made from their end, and direct deposits happen immediately. Unprofessional Conduct: During my call, I requested to speak with a supervisor to resolve the issue. The agent instead claimed no supervisor was available but assured me one would get in touch with Finance to rectify the situation and call me back. Knowing we had waited for THREE months, I opted to wait on hold while they corrected the issue. To my dismay, the agent hung up on me and did not call back. No Resolution in Sight: It is now September 5th, and we still have not received payment for a claim submitted on May 13th. Our faith in PetsPlusUs has been completely shattered, and it appears that they make it their customers' full-time job to manage them in order to receive their rightful payments. Final Verdict: I cannot emphasize enough how important it is to STEER CLEAR of PetsPlusUs and their underwriter, Northbridge. Their incompetence, lack of transparency, and outright unprofessional conduct have turned a simple insurance claim into a seemingly endless nightmare. A Call to Action: If you find yourself dealing with similar issues against this deplorable company, consider filing complaints with the following organizations to hold them accountable for their abysmal service: Better Business Bureau (BBB): File a complaint with BBB to document your experience and help others avoid this ordeal. Website: BBB Complaints Telephone: 604-682-2711 Toll Free: 1-888-803-1222 Consumer Protection BC www.consumerprotectionbc.ca Toll Free: 1-888-564-9963 Insurance Bureau of Canada (IBC): Contact IBC to report them Phone: 604-684-3635 Toll-Free: 1-844-227-5422 www.ibc.ca/bc General Insurance OmbudService (GIO): Reach out to GIO for assistance with disputes involving insurance coverage. Website: www.giocanada.org Insurance Council of BC: Email the Insurance Council of BC at practice@insurancecouncilofbc.com with the following: the broker (PetsPlusUs), details of the event, concerns, and supporting documents - to start your complaint process. We hope that by sharing our experience and taking action, others can avoid the distress and frustration that we have endured dealing with PetsPlusUs and Northbridge. read more

Bad experience all around. I signed up in February; we are now in March and I am still receiving the "we need more information" emails. The first issue came up when the expressed that they needed all previous medical history. My dog is adopted; so I only have the medical history since she has been with me. I sent them everything I had for her but they were having trouble getting info from one vet. They explicitly told me that that was the last piece of information they needed and then they would be able to begin the underwriting. After a number of back and forth with both the vet and customer service I was able to get that info from the vet to them. As soon as that was submitted I received yet another "we need more information" email. I emailed them saying "this is ridiculous, please cancel my plan and refund me everything I have paid up until this point." I believe this ask is fair due to the fact that her coverage was never active since the underwriting was never completed. I got yet another automated reply saying "your pets coverage was active from Feb until July and you are not owed anything. Additionally; you are not assigned a dedicated account manager so every time you call in or email you are talking to someone new; someone who knows nothing about your account. I only signed up with this account because my company started promoting "hub" and they were a vendor listed in hub. Not only am I leaving this review; but I am escalating this to hub as well. Stay away from this company, far, far away. RUN don't walk. I wish I would have read all the reviews before I had signed up. read more

This is my first ever pet insurance for my adopted 2 years old cat, and WOW, what a terrible experience dealing with PetsPlusUs! My cat started having urination problem in September 2020. At the time I have had the insurance for 5 months. After taking him to the vet in October 2020, he went through all the physical examination, blood exam, urine analysis, X-ray procedures to find out what the problem he had. The result was because his urine has a higher-PH level and tiny phosphorus crystals formation. The vet also prescripts the prescription cat food for my cat. After submitting the claim of all the exam, the insurance started asking me to send all the health history of my cat. I submitted the only documents which had all the health history from the previous owner, and personally requested all the cat's health history from the animal clinic. From all the health documents that I got from the animal clinic and from the previous owner, it never says my cat had the urination problem before adoption. After 2 weeks of claim submission, PetsPlusUs denied my vet bill's claim and updated my policy saying appropriate urination problem is a pre-existing condition. I was like you gonna be kidding me! I phoned the customer services a few times and asked them why they would deny the claim and determine the inappropriate urination is a pre-existing problem. Firstly, they said their adjustor said they found out the cat had urination problem previously and I asked where. The representative didn't give me answer on that and only said it is said in the file, and then suggested me to file a reassessment form to them. After calling the previous animal clinic and contacting the previous owner, both parties said either my cat has never come in for the urination problem or the problem is related to medical concerns (because the cat is male, before neuter surgery it is normal for the cat to urine on the floor). Therefore, I went for another 2 weeks for the reassessment result, and the result was still the same as the first time which the adjustor refused to reimburse the vet bill. The reason is they said they called the previous owner and they mentioned the cat sometimes pee on the floor! What a joke! The insurance's pre-existing condition apparently is based on the observation of what people tell them, but not on a clean medical record. Even the cats sometimes pee on the floor before neutering surgery, it is our understanding that male cats could do that for territorial marking, or the cleanliness of the litter box etc. Of course the insurance want to make a way or an excuse of not paying your claims, and say whatever they said they "Found". I cancelled the insurance immediately after getting the reassessment result. They get what they want from collecting my premiums for nothing! I didn't want to wait another day to cancel the policy with them. They gave me the reassessment result on the starting date of my next premium circle. I could be wrong with this but to me, they just want to collect the next month premium from me, in which I was very upset about this company. I hope everyone sees this could take my experience seriously, and re-consider signing up the policy with PetsPlusUs! I wouldn't recommend this insurance to anybody, period. read more

AVOID. They will take every last cent they can get from you, double-bill you, lie to you, make you pay for expensive exams and treatments and not reimburse you. Read the reviews all over the internet, they are terrible. Save your money, do not give it to Pets Plus Us, find a better insurance company or start a savings account for your pet. read more

I was a policy holder since Daisy was a puppy I changed jobs and my pay schedule changed and I missed a payment and without notification they canceled my policy. Also there were quite a few times that it took so long to get my claims processed over 15 days and I paid out of pocket $$$$ of dollars, I had one of the best policies and I was treated rudely all the time, customer service isn't their forte. I would not suggest to get pet insurance with this company they should not be in the industry period. read more

Horrible experience when submitting a claim. I have had my PC policy since my dog was about 4 months old, he is now 7. I submitted my first claim earlier this year with Pets Plus Us after my PC policy was grandfathered in. They sent an email requesting all vet records, including medical history from a vet that I had only seen to treat his current condition. I sent in everything I had and notified them of records that did not exist, as they were requesting. I asked to be notified if anything else should be required to ensure a speedy claims process. I recieved no response or action on my claim and ended up reaching out by phone. They stated there were still missing medical records from the vet office mentioned above. I again reiterated that he had been to that vet once and therefore no medical records exist except for the ones that they already had. I called multiple times over the next month and was told they required more information still. They claimed they needed my vet to fill out even more information explaining that my dog is infact diagnosed with what his paperwork already stated he is diagnosed with. Meanwhile, my vet had spoken to the rep who informed her that the claims department should not require any more information and I formed her not to take any action at that time. So again, sitting in limbo. Eventually my claim was paid out but it was significantly less than I was expecting. My total claim added up to around $1500 and I was paid out $350. I had spoken to the customer service agents a few times who stated they wanted me to get my vet to fill out more paperwork arguing my dog actually has an illness in order for their claims department to complete a review of my file - the same department that made the original decision. I asked for documentation stating that my dog's diagnosis was excluded from the illness category as I had no policy documentation stating this. A manager in the customer service department stated they were unable to provide this and told me they needed "weeks" to look into my case and to "be patient". A review took place and after 3 weeks I was informed nothing was going to change. Ultimately, all my time and energy dealing with this company got me nowhere. I feel completely jerked around and like they based a decision about my dog's illness on their own uneducated opinion of veterinary medicine or whatever they pulled out of the air that day, as I still have no policy documentation to back up anything they claim. Upon cancelling my policy, the customer service agent was sure to place blame on my vet stating they could not get into contact with her through this process. I explained her contact with the rep and how the rep told her not to provide further info. Come to find out, my vet took time to write an appeal that she sent directly to Pets Plus Us. Not only did Pets Plus Us not follow up with her after the denial of my review but to pour salt on the wound, they lied to me and claimed she was non responsive to all their requests. Very sad that this happens at times of high stress for people who are dealing with sick pets. read more

My premium was increased by 35% to $102 after paying into my policy for over 5 years at just over $60. Was sent an email giving me 30 days notice of the increase. Can't go to another company because my dogs pre-existing conditions would not be covered. Backed into a corner with no choice but to pay the increase. When is the next one??? No respect for the policy holder, I would not trust this company. read more

PetsPlusUs is the last of four pet insurance companies I've had, all equally horrible and terrible. You pay your premiums faithfully thinking that if something unexpected were to happen, they could at least help offset bigger expenses. Forget it. They slip in all kinds of exclusions when you're not looking --one exclusion even said "undiagnosed condition" -- which could literally mean anything in her medical record that they could connect with any newly diagnosed condition. It's a total scam. It's robbery. I tell everyone to put their premiums aside in case anything were to happen to your pet. Avoid pet insurance at all costs. I've been paying for 14 years and have had nothing but stress, aggravation, and disbelief. This company is the culmination. I just cancelled. They don't care about pets or you, and they are over the moon that I cancelled after paying premiums for years. They sent the cancellation while I was on the phone expressing my frustration. Like, before I even hung up I was cancelled. I would give zero stars if I could. read more

I had the worst experience with the PetsPlusUs insurance company. Surely their policy does not cover pre-existing conditions but it was never disclosed to me that 1) exclusions were added to my pet's policy; 2} said exclusions were never based on a real diagnosis, just the condition that might in the future lead to a diagnosis. I am very upset and feel that I have been treated unfairly. No amount of phone calls to the company produced any recourse. I canceled the policy. I know I gave them what they wanted, but the stress of dealing with this unfairness, unhelpful reps and manager on top of the stress of my pet's illness and financial expense was too much. My vet advised that I should continue trying to get the coverage as it's the company's reputation that is on the line. Apparently, not so much. I have called and spoken to several reps and a manager Michelle over the past few days. I have also received a "your policy is complete!" email announcing that they have all the medical records for my pet, yet the attached summary of coverage still had NO EXCLUSIONS listed, just a note that they need a full medical history. Ain't that a doozy! The next two emails detailed the claim denials based on a pre-existing condition that I was never aware of or advised about in any prior summaries of coverage. When I called to complain about that, they brought up medical history of my other cat that had a trial policy with them 2 years ago - they were thinking it was the same animal as my cat that got sick! They even asked me if both my cats have the same name! What a mess. Too bad, they have just lost themselves a paying customer and no, my cat is not feeling better. Issuing a "conditional policy" is such a convenient way to mislead customers, fooling them into thinking their pet is covered, and this has been going on for 2+ years in my case. Lack of transparency on what exclusions exist on the policy is the worst thing an insurance company can do to their customers. Obviously I will never recommend a company that just takes the money and has no help available when it is needed. Their slogans are a big fat lie. PS: Oh, and when I started talking with another customer on their Facebook page who had similar issues with them, our discussion was promptly deleted. If you are an inconvenient customer for them - expect to be treated accordingly. read more

I saw these guys at the Pet Lover's Expo earlier in the month. One of the few pet insurance companies at the expo which was a shock as you would think that in addition to all the food booths that this would be a hot commodity. They were very informative and nice to interact with. I took home some literature to consider. read more