Pet Insurance Surveys
In October 2014 our sister site, Pet Insurance Surveys, conducted a claims satisfaction survey in which Petplan achieved an average rating of 4.6/5.0 from 166 reviews.
Pet Insurance Review
About 30 reviews were posted for the above period which were split almost evenly between very positive and very negative. (It should be remembered that most online review sites attract people who are unhappy and therefore tend to paint an unduly negative picture).
Of the 16 negative reviews we analysed we found that six were complaining about poor customer service and another six about claims being rejected on the grounds that the pet had a pre-existing condition even where on the basis the information given this seemed to be dubious.
The Review Centre
Roughly 80% of 350+ reviews for the above period awarded Petplan 5 out 5 stars.
Only about 12.5% were negative. Of these 15 were complaining about customer service, 11 about delays in processing claims and 7 about the small print.
The Which? pet insurance survey included 470 respondents who were insured with Petplan. The overall ratings achieved by Petplan were 4/5 for customer service, 3/5 for value for money and 4/5 for transparency of charges.
It is worth noting though that every pet insurance provider included in the results achieved either 3/5 or 4/5 for each of the above, and therefore it is difficult to distinguish performance.
We would encourage you to follow the links above to read the reviews and surveys for yourself so you can reach your own conclusions!
However our conclusion would be that the vast majority of Petplan policyholders are very happy with the service provided. However if Petplan were looking to do even better then we would suggest that customer service is the area which attracts the most complaints.
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