Just don't use PETSECURE! Not only do they almost never insure your claims, when we called to cancel our insurance after 12 years, when our girl passed,over the phone they wouldn't do it. Needed proof of death?!?! Just a way for them to try to keep taking your hard earned $. Absolutely horrible business. read more

I have been with this company for over 10 years with my Cavalier. She has been riddled with many issues, like hip dysplasia, allergies, and so on. The company has always been incredibly supportive, and usually covers what I expect them to, as I keep up to speed on the fine print! One MAJOR complaint I have with this company- their turnaround time is terrible. It used to be quick and efficient, but for over a year now, I have been receiving a message back with each claim sent, stating that their turnaround time will be more lengthy than normal. Last year, the reason was that the Summer was a very busy time, and now its an "increase in their popularity". Its disappointing, as it's obviously an issue they are aware of, but seem to not be concerned enough about to rectify. Once your dog reaches a certain age, your yearly deductible goes up, and if you actually use your insurance too often, your premiums are paid at a higher co-insurance. It really doesn't seem worth it at this point. I won't cancel my policy due to the fact that I've had the security of knowing I have them for years. Really, with any insurance, if you use it, its worth it, and if not, it will seem like a big waste of money. If you are a good "saver" with your money, I would suggest saving your $300 deductible, $50ish in premiums, and your 20-50% in co-insurance in a savings account. I have been in the Veterinary industry, and I would say they are defiantly one of the better companies. They are my #1 recommended company. However, I have spoken with many hospitals, and they all concur that their overall quality of the company has declined. UPDATE- I looks like the company is now with a new underwriter and the turnaround times have greatly improved, to a max of 9 days! Great job Petsecure. I did however just receive notice of a premium increase AND a deductible increase of $200 more, as my dog just turned 10 years old. I will sadly be cancelling my policy. read more

I was given this policy when I purchased a puppy, very common with breeders. I think the company targets breeders, and breeders think that they are adding to the value of their customers buying pets. NOT SO. My pup became ill within days of the "trial" policy, which should have covered this expense, minus a $100 deductible and then pay out the balance of 80% of the expense. The bill was $500. I was planning on keeping this insurance for the puppy if it is accepted and the coverage was as claimed. After a month I am inquiring and they say I let the coverage lapse so they will likely not cover that claim, because they honour the active claims first. it has been a full month. I was told to keep the insurance going and then wait to see if accepted. Decided after several calls it seemed pretty evident that they would not pay anything for the "trial period" but I have even yet to find out.. I may be dead by the time they reach a decision! The insurance is non insurance unless you buy before. Of course breeders are unaware of this. My breeder who has been doing this for 45 yrs says she is fed up now and will quit putting it on her puppies for people to be disappointed later to find it is useless. Not worth her time to do it and to just create business for a scamming company. Beware. What they say in their package is not what they do! I will be filing with the BBB soon too. SCAM. Stay clear!! read more

Worst customer service ever. It takes over three weeks and couple follow-ups for them to reply to an email. Sent a request in writing to cancel my policy 12 days before the next scheduled payment and no one got back to me. Called twice before the payment day to make sure that I will not get charged and got response "they are still working through emails, you may or may not get charged depending on when they will process the request, if you will get charged you will get a refund.." Like really? The whole point of sending you the request in advance was NOT to get charged again...I can only imagine how long it takes them to process a claim if something simple as cancelation request takes forever... read more

Customer service is worst. They didn't learn the basic phone call manner. Before they work as CS representative, they should learn how to communicate with people without condescending and pompous attitude. If you want to ruin your mood by someone doesn't know how to speak properly, please go ahead. If not, I highly recommend do not get an insurance from them. read more

There are so many issues with this company that I don't know where to begin. Hw about when a telemarketer working for Petline/Petsecure) sold my 92 year old mother a second policy (she already had one but didn't know it) after which declined all her claims on the second account saying that they had already been covered by the first policy. Nevertheless, Petline/Petsecure continued to charge her monthly premiums even though they knew the situation. They they declined to reimburse, saying the companies are separate entities. Since when do separate entities don't have access to the others' client accounts accounts and billing statements? I only found out by accident when I looked deeper into my mother's credit credit card statements. My mother died a few months ago and I assumed her dog's policy and gave them my credit card details only to find out that they have been charging both cards for one dog's premiums. [ The dog had 80% coverage. The premiums were not cheap. Then, when it turned out to be sickly, they dropped the coverage to 60%. Again, I discovered this by accident. Apparently, it's in the fine print in the contract I signed that they can do this. Meanwhile, the premiums remained the same. ] Now I'm trying to get the money back I had to wait for an hour on the phone listening to the same 3 minute piece of musak (played over and over and over and over again) with the only respite being when a pre-recored voice comes on to tell me how important my call is to them. If it was important I expect they'd hire more CSR's given this day isn't any different from any other day. No mystery there. Insurance companies deal with probablilities and if anyone is in a position to know when, statistically, high volume calls happen, it should be them) Then when asked for additional information that was not close to hand, I was told I would have to call back. I asked if I could have the CSR's direct line, I was told that my only option is to call the 1-800 number and wait in line. I DESPISE this company and its underhanded way of doing business. read more

Have had our dog for 3 years, and have had insurance for the entire time. This company is fine as long as you do not make a claim. They are happy to take your money. Making claims causes them to review the conditions of of your insurance, and what percentages they pay. Have 2 good years with the dog, no problem, have a bad year with your dog and they adjust the percentage that you have to pay, but only in increments of 10 percent up to 50%. They then add in their notice, that if you do not make any claims, they will review your file and possibly reduce the percentage you pay. YOU ARE BETTER OFF SAVING THE MONEY YOU PAY IN PREMIUMS TO PAY ANY VET BILLS. read more

For three years everything was rosy, I had taken the Secure 4 package (the 'best') for a boxer puppy in January 2015. He had a few problems with his health which were always covered and I thought things would continue to be covered as I was promised when I was researching insurance companies. All that changed when I was informed in December 2018 that due to my pet's ongoing health issues, I would no longer be covered for 80%, but would now be covered for only 50%: direct quote from the letter I received - "We understand that when Boo is faced with an illness or injury, it may only be temporary. This is why our process for risk management occurs every six months. We evaluate a number of factors on each policy, including frequency and severity of claims within the past two years. Based on our recent review, the amount we reimburse on Boo's policy will be adjusted from from 80% to 50% effective January 1, 2019." Now I've just been informed that: " You have reached your maximum coverage amount under your policy for this condition." No warning, just a standard, non-personal response to tell me that recent surgery for dental issues that cost $1500 would only be covered for $194.82. NICE WORK PETSECURE/PETLINE/PETPLAN or whatever name you operate under. Whatever happened to honesty, integrity and fulfilling promises made to sign up the customer? - oh, that was before I took the insurance when everything was going to be rosy for the rest of his life. Bogus. read more

Awful. I had a 6 weeks trial when we adopted a puppy. I submitted a claim Dec 7 and so far had to submit the same documents in twice...doesn't make sense since they were uploaded on their system. It's take 2 weeks to acknowledge they received the 2nd copies. And of course still no payout. I considered using them after the trial but they quoted me $60 approx a month for insurance and can't even pay out (on time) a straight forward claim. After adopting 5 pets and always having the t week trial - this is the first time we've actually submitted a claim. No thanks. A lawyer friend to,d us it's better to save up for emergencies rather than pay out monthly amounts you'll never get back read more

They won't cover anything and customer service is terrible. Expect to wait weeks for a reply to email and over 30mins for a call. Truly garbage company read more

STAY AWAY. Our experience has been horrible - on hold on the phone for hours (and never answered), emails take months to get a response, no feedback on submitted claims being "held" for some reason. I told them we were cancelling - no response, and they keep on charging my credit card. AVOID THESE GUYS! read more

As with any type of insurance, whether you will gain or lose money is always a gamble, but I can say with confidence my previous cat, Winky, would not have lasted a month without PetSecure. I adopted him at 7 years old from the Humane Society, at which the adoption fee included a free trial of PetSecure. Within the first week I had him, he ended up being hospitalized at the emergency vet clinic for constipation issues. Now, without that free trial of PetSecure, I would have seriously considered euthanasia over treatment, as this was not a beloved pet who had given me many years of unconditional love, but a cat I had just adopted and not yet bonded with. As cold as that may sound, on top of it all I was already low on funds due to various life circumstances. However, I had the trial and figured, hey, might as well use it. They covered the hospitalization and treatment with no hesitation! Since I had made a claim so early on I thought it best to continue past the trial period and start paying for pet insurance, and it was the best decision I ever made for Winky. The constipation issues turned out to be an enlarged colon which he needed surgery for a few months after I got him, which was not only covered, but approved for direct billing. They paid my vet directly and I just had to cover the 20% copay. In the years that followed he was diagnosed with diabetes and the constipation issues recurred, so he was on 3 medications a day. PetSecure not only covered his monthly bloodwork, but the medications and related supplies (syringes, etc.). People constantly asked why I did everything I did for him, as he had so many issues that needed attention. Of course, by this point I loved him very much, but I also wouldn't have been able to do it without PetSecure. After 5 years in which I really got to see what a special, friendly and loving cat he was, he was finally diagnosed with an intestinal tumour that the vet indicated could be fixed with a surgery that would not have a good prognosis for recovery, given all his other issues. I had to make the difficult decision to euthanize him. PetSecure covered the related hospitalization and diagnostics, and also sent me a nice sympathy card. In the 5 years I had Winky, I received more than $7,000 in benefits from PetSecure. A cat that initially may have not lasted a month gave me 5 years of unconditional love and happiness because I was always able to say "do what you need to do, cost isn't an issue". My friends and family would always joke that after having to pay me so much, the Company must hate me. Well, if they did they certainly didn't show it, because I also always received stellar customer service! Every time I had to phone for a question, the agent was friendly, attentive and got my question answered promptly. All the documents (benefits explanations, etc.) are also online and claim forms can be downloaded online too, which makes everything that much easier! After a few months of mourning, I have now just adopted two younger cats and you bet I signed them up for PetSecure the night I brought them home! read more

I purchased petsecure 12 years ago when my GS was a pup. We have made only one small claim during that time when he skinned the his knee and had to be stitched up. I had to take him to the vet last month as his tooth had split and cut his tongue. The vet bill was $358.00, the vet process the claim through petsecure and I waited for about 6 weeks to receive a check. I called them to inquire about the claim and they told me that I had to pay a $500.00 deductible every year after 10 years old. That was news to me? I never received anything stating this and was a bit disappointed as I have very good insurance with this company. The deductible Is more then the cost of the vet bill. My issue is this they don't cover prescriptions and among other things. The money I have paid into this company is crazy, without hardly an issue with my dog. I understand that companies are there to make money but there is a point where they are no longer looking out for the customer. I feel there needs to be some adjustments made to their policy for customers who do not make many claims throughout their subscription, similar to car insurance where rates are based on number of accidents. With that said I now have to weigh if it is worth keeping this insurance. If I was to start over again I would not get it or looked for a more transparent insurance company. I think I would of been better off opening a account for my pet in case of emergency. read more

My dog needs daily meds and after 5 months of paying, they just told us they're reducing how much they'll pay. And yes, they can do that, turns out it's in their policy. They also increase your deductible as your dog ages. IF YOU'RE LOOKING FOR PET INSURANCE: Trupanion's policy clearly states "Your premium will not change due to your pet aging or your pet's individual claims experience. " Hindsight is 20-20. read more

They have gone down hill over what they were a few years ago when I had my first dog. Took my new girl to the vet and they put in an exclusion for behavioural conditions, because she didnt eat in her first week. REALLY? Their telephone agents were also uniformly nice and helpful and very obviously pet owners. Now you are lucky to get one of those and the new ones are intent on defending every exclusion they put in originally. Also they dont cover annual medicals on the plan I have. Not sure what the logic behind this is but wouldnt it be in their best interest to make sure any problems are caught early so they dont have to pay out as much???? read more

I've submit one claim for a simple ear infection and the process has been very difficult - the explanation of benefits only reflects half the amount I submitted and I have re-submit and sent follow up emails, with no resolution. The length of time to get a response is considerable, and to date, my questions have been disregarded and remain unanswered. I've cancelled my policy after one claim submission because of the total lack of customer service. read more

Stay away from this company. We didn't even get to a point where we could use the insurance and we realized they are a scam and only care about money. We have 5 cats and decided to look into getting insurance for them. Things started off fine. The rate for all 5 was reasonable and it seemed like a great idea. Then the problems started. First off we have two 11 year old cats and we were told they needed recent blood work and urine analysis to be insured. We mentioned how getting urine from these two cats is impossible as we've been told by are vet they are too fat to get urine and they refuse to use a litter box that has beads in it. We told the rep this when setting the insurance up. She then said it's up to the underwriter and led us to believe we could still get insurance without the urinalysis if the blood work was good. So off to the vet for blood work and exam costing $480. Then after sending all our documents in we are told they won't cover those two cats without the urinalysis. Lovely so we spent money getting the blood work for nothing. But you know what? I understand it's a risk to them so I'm fine with them not covering. My problem is they charged us for two months of insurance for these two cats and refuse to credit us back. They rather keep my $80 and risk bad reviews and me telling everyone I know not to use them. Seems smart to me. The fact the won't even do a good faith credit for this tells me they will be impossible to deal with when we actually do need to put in a claim. Also be aware of what your Vet has written about your animal before dealing with this company. They will use anything written as a way to get out of covering your animal. My vet wrote that one cat may have throat polyps due to her breathing on one visit. The cat was never tested and doesn't have throat polyps she is just anxious at the vet. Petsecure used that statement to exclude covering any respiratory issues with that cat. Save your money folks. Giant Scam! read more

Unlike other insurance companies, this company can and has reduced coverage for pets while still charging the same premiums. That feels like a total scam. You pay thousands over years and then they change how much they will cover without your permission or giving you anything in return. Read this CBC article to learn more: https://www.cbc.ca/news/canada/toronto/pet-insurance-coverage-change-1.5399463 read more

I had the worst experience with this insurance company. After months of paying $30/month premiums, they covered nothing. The annual deductible was $400 and almost none of the claims I submitted were approved. But I hoped that in the end they would cover the cost of euthanasia and cremation. Nothing. Not one cent. They failed to adequately inform me of all pre-existing conditions and stretched the boundaries of the "pre-existing" conditions in ways that didn't make sense. I am grieving and all I get is a letter stating that they are leaving me high and dry. Save yourself the heartache. read more

My wife and I would like to thank Petsecure Pet Health Insurance for the wonderful service they provided us for our little girl Maisey. When claims were filed for her care Petsecure was there to cover her expenses without any problems. Everything was always explained in details and the information could be found in our policy. There were never any surprises. In September of 2020 Maisey became very ill and eventually had to be put down. Petsecure was right there for us and looked after all the details of the final claims. The payments to us were prompt and without delays. The card they sent with the kind words of condolences and the donation to an animal charity on behalf of our little girl Maisey had a soothing effect on our grief. We can't thank Petsecure enough for their kindness, generosity and the care they showed in dealing with us. For anyone looking for a pet insurance company, we highly recommend Petsecure Pet Health Insurance as a great company that will take care of your pet and you. Ron and Louise Locas read more

Worst insurance ever! They know how to cheat the low income families very well! I have to give back my cat because even though my cat didnt had urinary tract infection (they said they wont cover for pre existing diseases) he got treated for for Crystal in his stomach and i asked several times to the nurses and doctors that whether its UTI or not because i then would have known that im not getting my $4000 (not a single penny back!) the nurses doctors everybody said its not UTI. But somehow this insurance company found a way to not give us anything! Very disappointed read more

Complete scam of an insurance company. They refused to pay for an annual check up for my animals and wanted a $300 deductible when the appointment was only $300... $600 and not a single cent covered. Go elsewhere. Seriously. read more

Never rely on this insurance company. As long as you are paying more than what the benefits paid out are you are treated as number 1. As soon as the benifits paid out become more than the premiums they raise your deductible and lower your percentage paid out on benefits. On top of that they raise your premiums. our dog had issues with her ACL's 4 years ago she came up lame. We took her to the vet and she required an operation to repair it. No problems they paid the bill.? Three months ago the other hind leg had the same issue. They are now calling it arthritis which the day is not covered. This is after they raised our premiums, raised our deductible and lowered the percentage to benefits paid to 50% from 80%. Deductible is up to 800.00 our premiums were increased by 17%. They are not interested in the well being if your pet. they are only interested in their bottom line. So they want us to pay over 2000.00 a year, have a 50% benefit rate and 800.00 deductible. Do the math it is not worth it, especially when they are riding claims that they previously paid for. Don't get caught by these people there are better insurance companies. Been a most disappointing experience and waste of our money. We would have paid less without their insurance. Look elsewhere. Google persecute and you will find a news article much the same as I have stated. read more

I wish I decided to research pet insurance companies before signing up with them when it comes down to it. I work at a vet clinic and I have experience with many companies and this one is by far my least favourite and this is why: Persecure reimbursement documents do not explain what services are being covered and what is not being covered. So when you submit a claim, you get a document back explaining the amount they are paying you. There is no explanation why, or what things they are covering and what they aren't. They also have poor customer service. the people you talk to are lovely but I have called approximately 5 different times in regards to one claim and received a different answer from different people each time as to why my claim wasn't covered. I also was told that I would get a call back regarding the claim and never received a call. I also got a message from someone asking to call them back and then when I called I was told I couldn't speak to that person. Lastly, I do find their coverage protocols to be greedy. I don't agree with some of their exclusions they have used on my claims and I do believe they have sourced reasons not to cover it when it should be covered. I work at a vet clinic.. I understand how things work... and I do feel taken advantage of in all honesty. read more

I would strongly advise anyone looking for pet insurance to look elsewhere. My 3 months with Petsecure has been absolutely horrific. I got pet insurance for my puppy 3 weeks after I got her - I got their absolute best insurance pack, as I wanted to make sure she would be well looked after in case of emergency. The day after I got the pet insurance she vomited because of eating a set of my husbands headphone ear buds. I called (on the telephone - it wasn't even a visit) the vet to ask his advice, and was just told to monitor her, which I did with no issue. 1 month after this she started vomiting frequently, at which point the vet said that he wanted to xrays ($620). These were covered under the insurance. Fast forward another month and the problem has persisted - now the vet wants to do an endoscopy and surgery ($10,000). At this point Petsecure come back and say that they are not covering her for ANY gastrointestinal problems EVER anymore because apparently her vomiting the day after I got the policy makes it a pre-existing condition (funny how that wasn't the case when I was looking to get the xrays done, but still had a $400 deductible). I have found Petsecure pet insurance to be a total scam, and I would strongly recommend avoiding them. Don't make my mistake - do your research and find a better insurer or put money away to cover your pet's costs. read more

As others have clearly stated, this company is a scam. They collect monthly but when it comes to actually covering your pet stating that you have missed something. Actually telling you blatant lies! That are easy to prove wrong but they are sticking to their original assessment and won't pay out. Here is what happened to us: We moved to Canada from France, where we got a health certificate from the vet as well as 2 vaccinations, so the cat could travel. On arrival in Canada, we got pet insurance 3 months later. We were asked to provide the cat's medical records, so we emailed the company the health certificate & pet passport. At this point we thought the insurance would be fine and we continued to pay our monthly fee. Fast forward 5 months. My cat gets sick, something with her tummy. We take her to the vet because we think we have insurance, so of course when the vet asks if she should take any necessary tests, we say yes. We submit our claims 1 week later. 1.5 months later, we hear back from Petsecure that they won't cover the cat because the tummy thing is preexisting condition! We're like what? This is the first time she's been to the vet in Canada, how can this be a preexisting condition?? Well, turns out that they have a clause in their insurance that if you don't have medical records in Canada, the first visit you have will register as a pre-condition and as you want to claim on that, it doesn't count, so they won't pay out. No word before that she wouldn't be covered with just the provided health certificate. Calling them on the phone is just a fruitless exercise. They are robots, that repeat the same information over and over and treat you like you're an idiot and that it is your fault that they withheld information from you.. The kicker is that they told me that I had told them that I would take my cat to the vet to provide the medical records in August. They actually stated the month that I had promised this (apparently). The only reason why I caught on to this was that I wasn't in the country that month as I was getting married in France. They just blatantly lied to me. But collecting our monthly fee is fine. We are leaving them within this week, just waiting on receiving the new insurance documents. It's incredible how some companies get away with this... read more

This is actually a post from my father posted on Facebook. I just wanted to share it to spread the word about this company! ----------------------------------------------------- I'm glad to see by some of the posts that pet insurance works so well for so many, however it is not always the case. I have the best coverage offered, I pay every month and presumed that when needed I would have no problems. I was very wrong. The dog in question, again with full top tier coverage, where everything is covered and paid for, "supposedly", injured a back leg about 2 years ago. He "appeared" to be lame and in discomfort. The Vet put him on anti inflammatory meds and he quickly was fine, presumably a sprain or something, but not serious. Recently he was limping and after assessment through x ray and Vet exam it was determined his ACL was torn due to trauma. No problem, we have great coverage. NOT! We are told his surgery is not covered since he had an issue with the leg previously, which appears to be non related, but the VET used the word LAME in her assecement, ergo....no coverage at all. This is now going to cost me a minimum of $3500, plus my monthly premium I still pay for. Oh, did I mention we had to fight tooth and nail to get the xrays for!!!! So beware people. Some things are not as they appear! read more

I truly didn't want to have to write a negative review of this company but I feel like if this helps someone else, it is worth it. I signed up for Petsecure for my four pets in Feb 2019 on their basic plan. After paying into it for 10 months, I found that I wasn't meeting their required deductible and I called and cancelled the plan. Within a month I worried I had made a mistake as one of my cats began coughing and the testing ended up costing $900 (it ended up being an issue due to hairballs). I called back right away and asked to be put on their "secure 4" plan - for 2 dogs and 2 cats, this equated to $355/month but I figured it would be worth it because it included a wellness plan and preventative care. Because I had cancelled my previous plan one month prior, they considered me a new customer and requested my pets' medical information again from the vet (the only change being the one cat had had that investigation into her cough). But I took all of my pets for check ups as requested to ensure they didn't have any pre-existing issues. When you sign up, the policy states there is 48 hour waiting period for accidents and 14 day waiting period for illnesses. On day 15, my cat would not eat her breakfast - this is abnormal because she normally starts waking me up for wet food at 3am. Then I noticed she had dried paint on her feet. She was acting strange. I assumed she had consumed or inhaled paint. I took her to the emergency vet. They investigated and diagnosed her with acute pancreatitis. We were sent home with medication. Over the next 10 days, my cat deteriorated drastically. I was worried about the cost, but as she had never ever had any medical issues before, (aside from needing a tooth pulled) and Petsecure had all of her previous history and our coverage from last year, I spent all I could to have her condition investigated and try to help her. During the 14 day waiting period, my dogs' policies were written and completed. My other cat's policy was written and completed (with the exclusion of her coughing issue). But because this happened with my cat on day 15, Petsecure refused to complete her policy or advise whether any of these costs would be covered. In fact they didn't complete her policy until over a week after she had passed away - including an exclusion for "undiagnosed problem", allowing them to deny the $4200 that I spent on investigations and her euthanasia between Feb 1 and 12, 2020. As I had paid for all of the extra investigations, I know there was a confirmed diagnosis - bloodwork completed on Feb 1 confirmed a mild unknown infection, however bloodwork on Feb 11 confirmed kidney disease was killing my cat - it was not in the bloodwork 10 days prior - it took over her body from Feb 1-12. I asked for a detailed explanation of the denial - I have not received it, or an acknowledgement of my request 3 weeks later. I called and asked why an "undiagnosed problem" was an exclusion on my cat's policy - I was advised that because I told my vet that my cat had thrown up prior to Feb 1, the claim was denied. I asked for the medical information they were denying the claims on - they refused to provide it because privacy laws do not apply to animals. Cats throw up - when I went to the vet on Feb 1, I was honest with my vet that she had thrown up prior to that date because cats get sick - she was a long haired cat and with four animals perhaps I didn't groom her as well as I could have. She threw up hairballs from time to time. But cats do throw up and that does not indicate a pre-existing condition. Not only that, "undiagnosed problem" is not a pre-existing condition. This company does not follow their own policies - why bother having a 14 day waiting period for illness if you aren't going to cover days 15-25? I can't imagine how they expect me to trust them with the health and wellness of my remaining animals following this charade. I would not recommend purchasing a policy with them unless you are willing to destroy your credit and have to fight tooth and nail waiting to be reimbursed for the costs you are entitled to. read more

I have been using this company since my dog was 3 month old and he is now 7.6 years old. He is very unlucky to be suffering numerous ailments and we have been paying the monthly premiums, deductible of $300 and we are now receiving only 50% towards eligible claims since he needs more care and medications. I was asked by my vet why would they reduce the coverage now when he needs it all the time and I decided to ask. There was no reasonable explanation except pointing out the policy wording-review every six months and, basically, if you need more care and have more claims, your policy gets changed and your co-payment increases....And to think that we are getting an enormous amount per year, but NO...max is $2500. If I was aware of that before, I would have chosen to put money aside myself... over the past years I have paid $8000 in coverage fees. Is it the little dog's fault that he is sick? And that he needs more services? I think this is awful and wrong! read more

My 3 yo lab has had pet insurance since we got him at 8 weeks . Recently we sadly have had to commit claims for an elbow surgery ,which were paid at the 80% coverage that we have paid for all along . ( we have not come close to what the max payout per incidence is quoted as ) Today more than 3 months before our renewal date we received an email that our coverage would be decreasing to 60% . No other explanation other than we had made some claims . Despicable service from what claims to be a pet loving company . read more

I am TOTALLY DISAPPOINTED in Petsecure and Western Financial Insurance and the way their "customer care" agent Rodney, handled my call. After waiting a month to receive information regarding my claim, only to receive an email notification *We regret we are unable to cover treatment for this condition as it is not covered by your policy...... I took out this policy only after asking NUMEROUS times if the gastropexy would be considered preventative medicine and if it would be covered at the time of spaying. The agent at the time I decided to take this policy out for my dog, assured me that if I signed on for the 4+ plan that it would indeed be covered. I have submitted five claims to date totaling $2,018.34, and have been advised that I will be reimbursed for none of this. I am cancelling this insurance and will be pocketing the monies in an account for my pets future. This way I can police whether the funds are available or not and whether the treatment is "covered" or not, and I will not have to deal with the bureaucratic red tape only to find out, ooooops sorry your not covered. My dear friends, please be aware before signing on the dotted line...... ensure you have everything in writing and that you record all phone conversations for future reference...... You will need them!!! read more

We have got petsecure for a six weeks trial after adopting our lovely boy, the trial came with the adoption package. We were considering to carry on with the insurance with Petsecure as we believe they should be a great insurance company which will offer the six weeks trial for pets adoption. However, it's not really the case. We have took our cat to the Vet for a body check up due to we want to make sure he's healthy since he has been traveled from Quebec (that's where the animal hospital got him) to Toronto Cats Rescue, went through neuter surgery and with a bunch of medical reports in French that we cannot understand. Our Vet performed a regular body check up for him, plus xrays on his bladder and kidneys, as well as urinary test since he goes to litter box very frequently. It turns out everything was perfectly fine - no crystal was found in bladder and kidneys, urinary test outcome was great as well, no infection was found. We filed the claim through our Vet to Petsecure the day after the visit. A week later the underwriter of Petsecure emailed us and asked for all the medical record of our cat prior to the Vet visit after the adoption. We have sent in whatever medical records we have (the records written in French and some vaccination records performed in Toronto) to our Vet and Vet has sent that over to Petsecure. After a good three weeks waiting, we have got no news on the claim. We had a chat online with their staff and then waited for another week, finally we got the answer and with no surprise, the claim got turned down. (During the waiting period, we have checked out lots of reviews of Petsecure and got to know how they would always linked up everything with pre-existing condition thus no claim would be made) The reasons on why no claim would be made to us was due to a) the regular check up wasn't included in our six weeks trial package -- okay, we were never given any information on what does it include and what not, and there's no such package listed in their website, may be due to it's free so unless your pet died in accident within that six weeks, you would get a claim? Or may be not still, if that has linked up to pre-existing condition? And b) our cat has urinary tract infection back then in Quebec, so it's pre-existing condition thus all the tests would not be covered. -- okay, we understand IF he's still sick (plus we got no idea what our cat had before due to medical record was in French, and people from where we adopted him only told us he needs to be on special food for sometimes but he's totally healthy now), then all those tests wouldn't be covered, or if he's still sick, medication wouldn't be covered due to pre-existing condition. Anyways, we were well prepared for the outcome of the claim, especially after reading a lot of reviews of Petsecure. We strongly NOT recommend this company to all pets owners, save up your money from the premiums on the side for emergency use of your pets will make more sense. And with this kind of reputation, we don't know (And don't understand why) they are still not out of the business (yet). read more

While the service I received from customer representatives was always timely and pleasant, I do have to say that this company will find ANY loophole to avoid covering vet costs when possible. We were given a free 6 week trial period with this company when we adopted our cat. The trial period started 48 hours after the time of adoption, and we were initially very thankful for it as shortly after adoption we noticed our cat was extremely itchy and ended up taking her into the vet a week later. After numerous tests and minor procedures (that still cost a considerable amount of money) we discovered she had some sort of allergy. When our claim for some of the testing was submitted to Pet Secure, we were denied coverage because we had noticed the itching right away during that 48 hour window that the trial was not activated. To be clear, we did NOT take the cat in to the vet until a week later, and absolutely no testing or diagnosis was done until later because we did not anticipate it was anything serious. There was no way for us to know she had this issue prior to adoption, nor would the rescue society have known either. We are feeling incredibly frustrated that they managed to deny our claim for simply noticing the cat was itchy during that 48 hour period. I would not recommend this company, and we will certainly not be continuing with them. read more

This is a scam! Don't sign up! The co-insurance and the deductible are so much, you won't get anything back. I have enrolled with them for 12 years, my customer # 791986, bad experience. read more

Our dog needed to have ACL surgery, nothing totally uncommon. They turned down the claim because they excluded any "Lameness and Associated Conditions." That's a pretty massive blank statement to excluded endless conditions. She never had any treatments, issues, xrays, medications, or anything ever before associated with lameness. Guess they decided to exclude it just for kicks! We cancelled the policy and took the monthly premium ($60/mo) and put it into a savings account. $720 gets added up every year, NO DEDUCTIBLE, and NO EXCLUSIONS!!!! Best insurance is CASH!!! After a few years you have several thousand saved up. Then you don't have to wait and see if they decide to cover a claim. Wouldn't recommend this piece of S&!T company to anyone. read more

I am so glad I went with pet insurance two years ago when I brought my large dog home. Didn't use it at all the first year and even thought of cancelling it, so glad I didn't! the second year he needed 2 ACL surgeries, lots of medication and 3 visits for x-rays ! Petsecure pays in about a month and the only issues I have had was when they hadn't received the bill from the vet so I had to call in and have it resent. Excellent customer service. Didn't give 5 stars because I wish they paid the Vet direct so I only had to pay my portion up front. read more

After purchasing the top tier of coverage when getting my puppy, and being assured that we were in good hands, the puppy ran into issues. Around age 2 we received a letter saying that our coverage, which was 80%, would now cap out at 60%. We are being penalized for using the service that we were assured would be there. Hardly a quality company if this is how they carry out business. read more

The service I just received from them was terrible. Although my case was complex, they showed no flexibility, no caring, and refused to explain their policies. They just insisted on payment for services that were not received. I was not impressed. read more

I signed up and cancelled an hour later after getting a better deal. I was told that my account would not be debited. It was and a week later I received their contract. When I tried to get my money back for an nsf charge in my account, they would not give it. This is illegal as my contract, permission to debit my account, etc. was void after cancellation. They are ridiculous. Anything to make a dollar. These people don't care about animals, they profit! read more

I purchased level 3 Pet Insurance at a premium of $80 month. Illnesses were supposedly covered at 80%. When my puppy had parasites, bacterial intestinal infection, ear, eye and skin infections due to a weak immune system, I quickly paid over $1600 in vet bills. I was so relieved to have purchased insurance and expected to receive about $1000 refund. Imagine my surprise when instead of 80% refund I received a $50 refund?! My refund didn't even cover the premiums! I would have been better off to be uninsured. Petsecure is a scam. If level 3 insurance covers almost nothing, then why are the premiums $960/ year?! I will end my coverage ASAP and put the money into a savings account instead. Total waste of money. read more