Winnipeg, Canada
600 Empress St #301
N/A
+18002681169
Very very poor customer service. We have been paying monthly premiums for close to a year but none of the claims haven't been processed and no refund hasn't been made. I called them numerous times to find out what is going on. Each time, different representative tells me underwriting is not completed as the my vets haven't sent them my dog's medical record. So I told them to contact my vets to do so and they said they would. A couple months later, nothing happened so I called again and same conversation happened. Or some said totally different things. One said she would CC me in the Email to the vets. Ive never received any Email. One said she would followed up with me in a couple days, I never got a call back. I also had to call my vet to tell them to complete the process and they said they did. Finally, I spoked to a reliable staff at my Vet who really felt bad about my situation and helped me to find out what was going on. She called Petsecure and they said the medical record they recieved from my Vet was imcomplete as their Fax machine had issue! Why didn't they follow up with my Vet? Basically, they left it as is. They were gonna leave it as long as who knows..It is very unprofessional. Is it customer's responsibility to call vets and insurance company back and forth to figure out and complete the underwriting process? On the other hand, they never forgot to call me to give them my new credit card number when I renewed my credit card. I guess its not their best interest to start the coverage for my dog while im paying the monthly premiums every month. As of today, my dog's coverage hasn't started after paying for almost year ;(
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We have been with Petsecure for several decades, and have always been pleased with their assessments and support of our pets. We did so well with Toby for the first 6 years of his life - only regular checkups required, but the last two years have been a bit of nightmare. Both cruciate ligaments went within a few months of each other end of 2015/early 2016. Petsecure was there to cover his TPLO surgeries. In Sept. 2017 his red blood count was so low we almost lost him. Once again, Petsecure provided the support required for his treatments, and after six months he is considered in remission, with a few more months to go to wean him down or close to no prednesone. But the kicker was the day after he was declared in remission: the worst possible break a dog can get, front leg right above the elbow - all because he HAD to go at full speed to bark at something outside, and likely caught his leg in between couch cushions when he jumped up and snapped it in multiple pieces. The surgeon felt there was a good chance the leg could be saved, but after two operations, we were advised his leg would have to go, so therefore amputation surgery. The results are evident in the photo - he is coming around nicely. Petsecure will once again be there to help with our claims (close to 20K) for the 3 operations. Toby, and we, thank you - Petsecure. You continue to be our Pet Health provider of choice. You have our endorsement!
Update: Pet Secure has reached out to me and has gone above and beyond to make things right by reassessing the claim. I am very impressed with the service and professionalism of Christine. If you are considering Pet Insurance please DO NOT consider Pet Secure Pet Health Insurance. Hugely disappointed in their service and their practices for not paying out on a technicality after upgrading my policy from a \free\ trial period to a full plan. Turns out the trial period has a max payout of 500 and despite me upgrading prior to the trial ending (AND calling to ensure that I would be fully covered and no waiting period), they don't switch over the full plan until the trial has ended. If you take your very sick rescue kitten to the vet before the trial ends you only get the trial payout.
I work with an organization that works closely with Petsecure. We are so very pleased with their customer service and professionalism. They have helped many pet owners keep their pets and not have to surrender them for adoption to a rescue or shelter. I am so pleased to work with this dedicated team local to Winnipeg. Thank you Petsecure!
Hopefully it is not a reflection on the company as a whole, but Roxanne does not have an ounce of professionalism or respect in her. Have also heard stories from others I know of her yelling at customer service employees when they have seen her in public. Disgusting.
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