24PetWatch Pet Insurance

A year later, the policy auto-renewed without any kind of communication. Shady, especially since the agreement states I would be contacted, but not unheard of. When I saw the additional charge on my account, I logged in and was able to see the new policy. A very specific clause had been added: "If FIV [is present], then no Illness Coverage is available." I purchased the policy because of the (disclosed) FIV diagnosis. To add in a change like that without notifying me makes the policy essentially useless.

After learning this, I called to cancel and waited on hold for 45 minutes. I sent in an email to customer care, and admittedly forgot about it and never heard back. Months later, I noticed I was still being charged (I know I know, I should have been paying closer attention). I called the company, who said they never received my email but would gladly cancel for me today. In summary, I spent $500 for nothing. Do your research and go with a company that is transparent with its customers. In addition, long hold times on the phone are the only reliable way to contact them.

My dog has had very serious (costly) issues over her life (Lyme, pancreatitis, Addison's) and in her waning years we have been dealt another blow with Congestive Heart Failure. Throughout- 24PetWatch has been there, always providing the coverage they promised and zero, ZERO, drama or haggling. There was a time about 4 years ago that my state changed the laws for pet health insurance and companies had to scrambled to get re-approved to do business in the state. It was terrible because my dog had recently been diagnosed with secondary Addison's (from the Lyme)- I researched other options and was floored by options- so many loopholes and disclaimers. Thankfully things worked out and they back-covered my dog so it was seamless.

With 24PetWatch, what you read is what you get- no hidden fine print. They review claims within 24hrs, and process them quickly when you provide correct documentation. I've never seen a claim take longer than 48 hrs in 13 years. Checks are received in a timely manner through USPS. If only human health insurance were this easy!!!! I can't bear to think of losing my girl, but if the time comes that we get another dog, I would not even research other companies. I would sign up with 24PetWatch from day one.

Being that I am in animal rescue work, I immediately recognized that as a scam, the legal term for it is extortion. Never before has anyone tried to charge me for transferring ownership as it would mean many pets would end up going without updated and current owner contact info. Furthermore, I could get an whole new chip implanted for $15, with lifetime access to changes and updates on registration info included in that cost. I called the company I use to keep track of my microchip registrations and they confirmed, NEVER pay for that.

They immediately got the number released for me to re-register as well. This is a deceptive business practice that to me is a major red flag for this company. I would hate to think of what they would charge if your pet went missing. Would they charge someone who found the pet to contact the owner or release owner info? Be very, VERY cautious about using this company. Do your research on them thoroughly first, or better yet, use one who is not looking to cash in by nickel and diming you for things that would otherwise be free elsewhere.

24PetWatch is very reasonably priced compared to some other options, and the claims process is extremely straightforward and easy (I usually submit claims within minutes on my phone). I generally have my refund within a week. I obviously can’t speak to issues others have had cancelling the policy, and luckily have not had to deal with his microchip at all, but changing our address when we moved last year wasn’t an issue online.

I reached out via phone and reviewed this information, provided the screenshot from my 9/22/19 attempt to cancel and was told that wasn't good enough per the representative and her supervisor because the screenshot of my inquiry only had the company’s response “thank you for your inquiry. A representative will get back to you...” and did not include my actual inquiry statement. I was absolutely insulted and asked her what other reason I would possibly be contacting their business on September after a painful 6 week experience trying to save my dogs life as I watched her die. She coldly stated “I don’t know but unfortunately the screenshot you sent me doesn’t state the reason you reached out.” How is that my - the customers cross to bear?

I reached out to request a cancellation, I received the company’s standard response and snapped that as proof of my inquiry? I was asked by the unsympathetic representative insinuating I was lying to call my vet and have my dog's death certificate sent to an “medicals@pethealthinc.com” email address. I could not believe this company not only didn’t acknowledge my inquiries after providing specific dates and screenshots but didn’t accept its OWN website response to my inquiry and demanded I relive the traumatic experience watching my FAMILY MEMBER/dog die in front of my face over 6 weeks as I spent $25k of my own money trying to save her life - and not once did I put a wellness claim in for reimbursement.

I quickly DUG UP my dog's cremation certificate, a picture of my dogs ashes in a box which had her name inscribed, the sympathy cards I received from the VCA and Emergency Care center and the 5 page VCA document with her diagnosis and treatments. I also noted in the email that I spent $25k of my own money trying to save my loving family member and had never made a claim for ANY "wellness" visits which I did regularly. I was asked to call 24 Hour Pet Watch back after I had provided this information which I did. After numerous attempts met with no response and then additional steps required to "prove" my dog was dead (which was like reliving the traumatic experience). I was able to get a cancellation after the representative received approval from his supervisor.

This company takes your money for pet insurance and/or membership, claims to care about your loved pets health and wellness but makes excuses for its total lack of providing the care and service it advertises. DO NOT USE THIS COMPANY - unless you want to have to literally dig up your deceased family member/pet to PROVE you reached out to cancel your policy because your family member its dead. They only care about YOUR MONEY!

The man I spoke to on the phone could not have been more focused on just making a sale for an annual membership, rather than offering me any assistance in updating her information. According to him, not only would I not be able to update my cat's contact information and the breed type (which had been entered in there wrong by the adoption agency who had her microchipped), but this customer service rep told me he would not even be able to take my updated contact information over the phone so at least my cat's correct address, phone number, email, and correct breed were showing in their database! He then told me, "You're not really worried about the cat's breed, are you? If your cat is lost, you will have a 2 hour delay before you could gain access to our database to see any of her information unless you pay for our annual service!" He said this twice to me too even though I told him I couldn't afford to update it now.

I asked him if he could update my cat's information for me just so it was all up to date in their database since I couldn't afford their annual fee to be able to do it myself. He said it was a paid service!?! I told him how shocked I was that 24PetWatch would be so manipulative and behave in an opposite way than the intended purpose of their company, which is supposed to be to help pets! I also told him that while I could understand if I did not pay their $29.95/annual (very expensive too) fee that I would not be entitled to all the services of lost pet alerts being sent out, etc., I would at the very minimum expect that at least my cat's contact information should be maintained as current by the company whether they did it with me over the phone, or they granted me the ability to do it via their website.

This just showed me how poor the morals and ethics are of this company! He then offered reluctantly as if he were doing me a tremendous favor that he would update my cat's contact information "this one time". But he said it with such an attitude that I told him not to bother! Instead, I called my vet to make arrangements to have a new microchip put in my cat from a more reputable company: HomeAgain. That's when my vet told me 24PetWatch's microchips are NOT guaranteed to NOT MIGRATE ELSEWHERE IN YOUR CAT!

My cat's 24PetWatch microchip indeed had been lost somewhere inside my cat! My vet confirmed their records that a new microchip had already been placed in my cat using HomeAgain and she was registered with this company! HomeAgain WILL also let you update your pet's contact information any time you wish AT NO FEE on their website/database! I will be writing a great review for HomeAgain, but I HIGHLY RECOMMEND NEVER USING 24PETWATCH because all they care about is taking your money!...not ensuring your precious pets' information is correct and accurate in their database!

Original review: My dogs MicroChip was switched to a person that stole my dog. I was NEVER contacted by the company and neither was the breeder when they changed my dogs ownership with FORGED documents. I presented the Original bill of sale AND the original microchip paperwork from when my dog was chipped. I paid a fee and had everything fixed. Then I received a call from Oscar telling me ownership was going back to the thief because they provided more forged documents. I presented A Court Ordered Document from the Superior Court of CA issuing a civil stand by to acquire my dog from the thieves, because I provided the court with proof of ownership. I have had my dog back in my possession since December 7th thanks to the Citrus Heights Police Department. This company is SHADY AF and will sign your dog over to anyone. Even after you provide proof of ownership.

After getting that straight, they requested more notes from my vet for health history. She has a clean bill of health. They were so very prompt in denying my claim. They said it was a disease. I called and I said a condition or disease would be slow not sudden. Again they said try to fight it and you will lose. I’m sure I will. Three doctors have said “injury”. As I write this she lays in the couch and has to be lifted. She is lifted to go to the bathroom outside. The stress of the one leg doing all the work has caused more damage. I live on one income and am disabled and whatever spare money I have has been going to her treatment. She needs surgery but I don’t have the funds until income tax time.

In researching, I have found that this is the most common injury in dogs and I believe they decided to come up with a bogus excuse not to pay. I am heartbroken because of this corrupt rip off heartless company that shows pictures of caring for animals in all ads. Meanwhile they deliberately allow animals to suffer from this type of injury after I paid I to it for 5 years.

This company DID NOT call us to verify or even try to see if anything she told them was true. They just changed it. Then when we found out and insisted they change it back they said we have to provide legal documentation from the court that the Dakota belongs to us. We sent them everything we have proving that Dakota is rightfully ours and I have not heard back from them in 2 weeks (other than 1 returned call saying, "We are working on things."). They took our money and yet don't care that they have put our dog in jeopardy.

This company is unethical. They don't care. They know they made a mistake and instead of correcting it they are hiding from us. Not responding to emails or following up with updates. Your pet is NOT safe with this company! Please share this with anyone and everyone. Our family is going through hell missing and worrying about Dakota. I do not wish this on any other innocent family!

7. We needed in October to have 2 canine puppy teeth removed and an umbilical hernia fixed. The vet felt lets do these at the same time to be less stressful for Teddy. We scheduled the surgery. After the surgery i sent in the invoice of which i had the vet break down everything separately based on what i thought would be helpful for 24 pet watch, got his soap notes, and sent the claim in. NEXT MAJOR BUYER BEWARE: There are waiting periods. Since the vet noted the umbilical hernia back in June in his soap notes, and the waiting period is 30 days, that meant it is a preexisting condition AND THEY WILL NOT PAY ANYTHING NOT EVEN THE BLOOD WORK TESTS!

So had we waited for 30 days to bring him to the vet to start wellness, we maybe would have gotten the surgery paid but I bet they have a loophole in their contract for that too.

I. MY DOG, BELLA

I have a "rescue dog", Bella, now 7-1/2 years old who has unfortunately had a series of terrible medical problems. (This has been a "first" for me. In 50 years, all of my dogs have been healthy.) First, she was hit by a car and required emergency surgery to save that leg; cost was $3,000. Three years later, she was found to have severe bilateral hip dysplasia. 24petwach covered almost all of her $6,000+ surgical bill. Two years after that, she slid on ice and tore the ligaments in her front legs. A metal plate was placed in her right front leg for a cost of $4,000 (?). (The orthopedic surgeon vet recommended against bilateral plates because she was already fairly crippled.)

As a result of these surgeries, Bella has developed pretty severe arthritis. 24petwatch has paid for her to have as much acupuncture and chiropractic adjustments as she needs, as well as an extremely expensive pain medication (the only one she can tolerate) which costs $5/day. In addition, she has been to the Pet ER twice for emergencies -- one was a GI bleed cause by NSAIDs (the usual pain medicine used for arthritis in dogs); and once for respirations of 200/minute, which turned out to be caused by extreme arthritic pain. Each visit was $1,000. [The "classic" insurance which I've had for the past two years even covers a PET AMBULANCE, if necessary!!!]

I estimate that 24petwatch has spent around $25,000 on Bella (less the $250 deductible I pay each year -- i.e., $1,500 + the 20% copays -- around $4,000 = $5,500). Thus total by them is at least $20,000. I originally began my insurance policy for around $40/month = $480/year X 5 years ($2,400) and increased it their maximum coverage of $20,000/year at around $80/month X 2 years ($1,920) -- thus a total of $4,320 for 7 years. Thus, subtracting the cost of the (top quality premiums) from the $20,000 they have paid = $15,000 paid by them. There is absolutely NO way I could have ever afforded that $15,000 in care. I would have had to have Bell put to sleep years ago. Because of 24petwatch, I have had 7 joyful years with The Best Dog in the World. <3

II. MY CAT, MINNOW

I also had an amazing resue kitty named Minnow. She was THE sweetest cat I have ever known. Tragically, she was diagnosed with pancreatic cancer at almost age 4. Every single bill for her care was paid by 24petwatch including, amazingly, hospice care and cremation. The hospice vet was extraordinarily kind and visited daily for over a week. She taught me how to care for Minnow at home. When she finally had to put Minnow to sleep, it was in my arms and the most gentle death one can imagine. (Her insurance was very little. She had the same deductible as Bella -- i.e., $250.)

IN SUMMARY: With all of the new veterinarian treatments now available for our beloved 4-legged family member, it has been a tremendous blessing to me to know that virtually every treatment needed WILL BE PAID by this wonderful company. Working with them is a blessing, as well: every person with whom I have spoken have been compassionate and courteous.

At first they told me they couldn't delete my pet's information until 1/2 way through the call when they magically said they could delete my pet's. They have since locked me out of my account, and I have no assurances or faith that they will delete or have deleted any of mine or my pet's information. Please beware, and do not allow this unethical business to have your information.

I'm told by the representative that I would have to wait an entire year (next August) before I can add that to my billing as they are only able to do it with each renewal period. The problem with that is Rob made no mention of a wellness plan when we spoke. The representative said she would go over the recording and get back to me. Ok? Calls back like 2 days later just to lie and say that he did mention it when I clearly remember that he didn't. Not good for a new puppy that needs shots...

Problem #2: After that and reading about all the issues with Banfield, I finally decided to have some sense and look at the reviews for this company. Once again, it's not a good situation. It's pretty much starting to look like money has an easier time going in than coming out, which is a big issue when you deal with pet insurance because anything could happen to your pet and paying expensive bills upfront for the vet is like chopping off your thumbs. Everything becomes harder after that. So, my baby gets sick and I have to take him to the vet and end up coming out of pocket $170.

I go on their online portal and submit medical records and the invoice, everything that they requested. A week after this, I'm still receiving emails about how they're contacting the vet for medical records when I've already sent them the records. Ridiculous. So now I'm just going to have to bite the cost on that because clearly claims aren't processed within 6-8 days, even with ALL the information submitted.

Problem #3: I put a hold on my card last night to avoid having a payment taken out and having to go through the refund process, just so I could call the next morning since it was after hours the previous night to be able to cancel. Get on the phone with a representative, she finally cancels everything after asking me 5 different times and being told no and after trying to sell me on their $20,000 insurance coverage. I specifically ask her if no payments will be taken TODAY (September 27, 2019) just to confirm and she says YES. She gives me a cancellation code and because they don't do emails for this (I wonder why), says she'll send a letter confirming the cancellation.

An hour later, $43.86 is taken from my bank account. Call back, get the same woman (Apparently everybody is off that day, at least in that department) repeating to me that they don't do refunds, no supervisors available for live chat because they only do call backs, and that I can't call on the last day of the billing cycle. They also only do automatic payments by the way. Hang up.

Look on the website to find out I'm entitled to at least a 50% refund because I still cancelled within the 6-month grace period. Call back, connect to the Canadian office, talk with another representative who tells me my request will be processed within 1-3 days, the other representative didn't communicate quite a few things and a possible direct refund to my card. Start asking questions only to get transferred back to the same woman in the U.S. and couldn't even be bothered to pretend to be nice to her at this point. Hopefully the refund is processed and no more issues occur otherwise my bank will be receiving another phone call from me to dispute the charge once it's been processed. You're better off just putting money aside for emergencies like you would for a college fund rather than in someone else's pockets.