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PANDA Tierversicherung bietet OP- und Krankenvollschutzversicherungen für Hunde und Katzen PANDA machte bereits durch die Auszeichnung mit dem €uro-Testsiegel „Beste Tierversicherung Deutschlands“ für innovative Hundekrankenvollschutz- und OP-Schutztarife auf sich aufmerksam. Rasch folgte das „Ein Herz für Tiere“- Gütesiegel für den PANDA OP-Schutztarif Exklusiv. Nun durfte die Tierversicherung mit Einsatz für Tier- und Umweltschutz einen weiteren prestigeträchtigen Preis entgegennehmen: Den Gesamtsieg in der Sparte Tierversicherung beim Deutschen Fairnesspreis 2023.
Mühlenstr. 8a, 14167, Berlin, Germany
3.3
288 reviews
Replied to 93% of negative reviews
Typically replies within 2 weeks
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Reply from Panda Tierversicherung
Hello, dear Renate!
Thank you so much for your review and for choosing PANDA Pet Insurance.
We were happy to be by your side during the claims process and truly appreciate your trust.
We will of course continue doing our best to support you in the future.
We hope your pet is doing well again!
Best regards,
Your PANDA Service Team
Update: what you state in your response is not true, however the claims were done for something he has never been checked for in the past, and even there are claims that you just rejected that was resulting from a playing accident. I didn’t make any claims in 18 months, the moment I made a claim, you came with all this bull of stuff. You did take my money properly during 18 months without saying anything, and on top of that and lost money to Element getting out of business and had to pay twice the quarterly payment and that has not been reimbursed yet. So on top that you lie and you misinform people and refuse claims for the sake of it, you made a lot of people lose money on top with Elemenet.
I asked in one of my many communications for the legal based for you: 1) cancelling the contract and 2)not honoring claims done before the contract was ended, and here I am many weeks later, still waiting for your answers.
My advise continues to be the same, spare using this insurance company, they will refuse and reject everything possible, instead open a savings account and what you should have pay this people put it there and then you can use the money to pay for fur furry family member. They will take your money and then don’t cover for anything. Spare the headaches and don’t trust them with the care of your furry family members, Because for usethey are family for Panda is just an extra number for their business. And for sure they don’t deserve the trust to care for a family member.
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They don't even deserve a star, but you need to have at least one to make a review. Worst insurance ever, besides the whole Element insolvency situation, where it will take years to get our money back, they cancel contracts when claims start to come their way.
They take your money monthly/qusrterly very happy and flowless, the moment you make a claim, they start looking for the 7 mistakes to avoid paying it. They even cancelled my contract and did not paid anything, even a claim that was resulting of an accident (nothing to do with breed, preexisting conditions, anything like that).
After contract is cancelled, they just cancel pending claims, even if they were submitted before the cancelation.
Make yourself a favor, set the money you would pay them on the side, and with that you can use it as needed, they will reject all claims possible and will cancel your contract if you become too expensive. Save the headache, and just save the money by yourself. I selected a random rate, because my dog was insured since 2024 with them, and they cancelled my contract Q4 2025
Reply from Panda Tierversicherung
Hello, dear Ms. Martinez!
Thank you very much for your review. We are truly sorry to hear that you are upset. Without going into the specifics of your individual case out of respect for your privacy we would like to clarify the following general point:
Our acceptance policy clearly states that pets must have been healthy within the six months prior to the start of the insurance. This question is explicitly asked during the application process, and we clearly inform our customers that it must be answered truthfully.
If it is later determined that the pet was knowingly not healthy within those six months before the start of the policy, this entitles the insurer to withdraw from the contract.
We kindly ask for your understanding and wish you all the best.
Best regards,
Your PANDA Service Team
My invoices were refunded very quickly, within 2 days. Explanations why one or the other position was not refunded were brief and to the point.
Reply from Panda Tierversicherung
Good day, dear Ms. Bamford!
Thank you very much for your message.
We sincerely appreciate you taking the time to leave us a review.
Even more so, we’re grateful that we were able to be there for you and your four-legged friend, and we hope they are doing well again. We're truly pleased to hear that you are satisfied with our service so far.
Should you have any further questions or comments, please don’t hesitate to reach out to us by phone or email – our team is always happy to hear from you!
We wish you and your pet all the very best.
Warmest regards,
Your PANDA Service Team
Very fast processing without any problems/issues
Reply from Panda Tierversicherung
Hello, dear Ana and Cris S.!
We sincerely thank you for your kind feedback. The entire PANDA team truly appreciates it!
If you have any further questions or comments, please don’t hesitate to contact us by phone or email – our team is always happy to hear from you! We assure you that we are working hard every day to take the best possible care of you and your beloved pet.
Wishing you and your four-legged friend all the very best!
Warmest regards,
Your PANDA Service Team
Reply from Panda Tierversicherung
Hello, dear Mr. Andreas!
We sincerely thank you for your incredibly kind feedback. The entire PANDA team truly appreciates it!
If you have any further questions or comments, please don’t hesitate to contact us by phone or email our team is always happy to hear from you! We assure you that we are working hard every day to take the best possible care of you and your beloved pet.
Wishing you and your four-legged friend all the very best!
Warmest regards,
Your PANDA Service Team
I’ve had the surgery insurance for two years now and the only time I had to use it, the claim was rejected. My dog’s nail was severely cracked, bleeding and swollen. He had to be sedated and have the nail to be surgically removed. The insurance rejected the claim saying “a couple of punctures is not considered a surgery”, even if the vet provided us with a letter stating it was. So be aware, you will most likely not be able to use the services you are paying for.
Reply from Panda Tierversicherung
Guten Tag, liebe Frau Vieira!
Zunächst möchten wir uns bei Ihnen dafür bedanken, dass Sie sich die Zeit genommen haben, um uns eine Rezension zu hinterlassen. Wir verstehen, dass Sie verärgert sind, weshalb wir sehr gerne erneut die Situation erklären möchten. Wenn bei unserem Schadenteam eine Tierarztrechnung eingeht, dann muss das Schadenteam anhand der GOT-Sätze, die auf der Rechnung angeführt sind, die Prüfung vornehmen. Bei unseren OP-Schutztarifen werden Kosten erstattet, wenn tatsächlich eine OP stattgefunden hat. Dies ist der Fall, wenn ein chirurgischer Eingriff unter Narkose stattfindet, wobei die Haut und das darunter liegende Gewebe mehr als punktförmig durchtrennt werden müssen. Wir erhielten leider keine Indikation seitens des Tierarztes, dass dies hier der Fall war. In unseren Krankenvollschutztarifen werden auch Krankenbehandlungen abgedeckt, die nicht unter die OP-Definition fallen.
Es tut uns sehr leid, dass wir nicht geschafft haben, diese Situation zu Ihrer Zufriedenheit zu lösen.
Wir wünschen Ihnen und Ihrem Vierbeiner alles Gute!
Viele herzliche Grüße,
Ihr PANDA Serviceteam
They dont deserve even ZERO STARS
I had been with them for years and everytime they created issues with reimbursement and now, when ELEMENTS got insolvent, they are not willing to reimburse me around 500 euros because they have just woken up form sleep after all these years and suddenly realized that the medicine that they always reimbursed till now is actually coming under a clause which is not even being used for the purposes mentioned in that clause.
I have sent doctor notes, all logical facts but the only answer I receive it - 'As mentioned in previous email, for those reasons, we will not reimburse'.
What the hell is wrong with this company and their people. They are just looting others and nothing else. My other dog is registered with Barmenia and I swear, not even once am I anxious whenever I go to vet. They have no hidden agenda like Panda and they dont wake up from sleep one day after years and announce such things. Waste of money, waste of trust. Horrible service. Save yourself from these scammers and please dont go to them for your own peace of mind. they are back stabbers who'd suddenly decide they wont reimburse a huge bill just because they can do so and make other's life living hell.
Reply from Panda Tierversicherung
Guten Tag!
Vielen Dank für die Rezension zu Ihren Erfahrungen mit ELEMENT Insurance AG. Es tut uns sehr leid, dass Sie so schlechte Erfahrungen machen mussten.
Tierarztrechnungen, die während der Vertragslaufzeit bei ELEMENT Insurance AG entstanden sind, können weiterhin bei der ELEMENT Insurance AG eingereicht werden. Bitte reichen Sie diese so bald als möglich ein.
Nach derzeitigem Stand ist das Sicherungsvermögen hoch genug, um die offenen Tierarztrechnungen vollständig zu begleichen. Wir werden Sie zeitnahe erneut über die Auszahlungssituation informieren und Ihnen eine endgültige Mitteilung zur Auszahlungsquote und zum Zeitpunkt der Auszahlung geben. Aktuell sind wir zuversichtlich, dass die Quote stabil bleibt.
Bitte melden Sie die Forderung an unter www.element-insolvenz.de - bei Rückfragen können Sie sich gerne an das PANDA Serviceteam wenden, wir unterstützen Sie gerne bei der Forderungsanmeldung.
Viele herzliche Grüße,
Ihr PANDA Serviceteam
Reply from Panda Tierversicherung
Guten Tag, liebe Frau Bredenbruch!
Vielen Dank für Ihre Bewertung und Ihr Vertrauen. Durch Ihr Feedback ermöglichen Sie uns, unseren Service laufend für Sie zu verbessern.
Sollten Sie noch Rückfragen haben, stehen wir Ihnen selbstverständlich jederzeit telefonisch oder via Email zur Verfügung. Wir freuen uns, dass Sie zufrieden sind und wünschen Ihnen und Ihrem Vierbeiner alles Gute!
Viele herzliche Grüße,
Ihr PANDA Serviceteam
Reply from Panda Tierversicherung
Guten Tag!
Wir freuen uns sehr über Ihre Rezension und darüber, dass Sie sich für PANDA Tierversicherung entschieden haben. Wir geben natürlich unser Bestes, um Sie auch weiterhin zu Ihrer Zufriedenheit zu betreuen. Wir hoffen, dass es Ihrer Fellnase nun wieder gut geht. Viele herzliche Grüße, Ihr PANDA Serviceteam
The cheekiest insurance company ever!
Every time I submit an invoice, there is an eternal back and forth, I even asked about this during the very first conversation and was promised the blue sky, fast processes, no long fiddling around...lo and behold, I fell for another dubious insurance company that got stuck in the 2000s!
If you want to submit an invoice, it takes about 25 minutes to go through every single step, because the submission form is anything but "smart": All kinds of data about the animal as well as the animal owner and the event are requested, again and again...you really don't feel like submitting anything at all anymore...maybe that's the tactic and the company wants to make it as stressful as possible for customers to submit invoices, so that every customer thinks twice about whether it's worth the effort....
This insurance company is just a laughing stock!
i advise everyone not to sign contracts there!
YOU WILL ONLY BE ANNOYED!!!
Reply from Panda Tierversicherung
Guten Tag, lieber Herr Landsberg!
Vielen herzlichen Dank dafür, dass Sie sich die Zeit genommen haben, um uns eine Bewertung zu hinterlassen. Es tut uns sehr leid, dass Sie derzeit nicht zufrieden mit uns sind. Wenn Ihnen die Bearbeitung einer Tierarztrechnung nicht klar erscheint, dann steht Ihnen als PANDA-Kunde natürlich immer die Hotlinenummer unserer Schadenabteilung zur Verfügung, um mit dem für Ihren Fall zuständigen Sachbearbeiter Rücksprache zu halten. Wir verstehen Ihren Unmut über die Nachforderungen von Unterlagen völlig. Leider sind gewisse Rückfragen für uns jedoch unerlässlich, um einen Schadenfall korrekt einordnen und den Sachverhalt wirklich nachvollziehen zu können. Beispielsweise müssen eingereichte Tierarztrechnungen immer eine Chipnummer zur Identifikation des Tieres und eine Diagnose enthalten, damit unser Schadenteam sie ordnungsgemäß bearbeiten kann. Im ersten Schritt der Prüfung eines Leistungsfalls, wird immer zunächst die auf der Tierarztrechnung angegebene Chipnummer mit der im Vertrag hinterlegten Chipnummer des Tieres abgeglichen, um das Tier zu identifizieren. Daher ist die Angabe der Chipnummer auf der Tierarztrechnung leider ein wichtiger Bestandteil. Es ist so, dass unsere Schadenmitarbeiter eine Tierarztrechnung inklusive Diagnose benötigen, um den Fall sorgfältig und im Sinne unserer Kunden prüfen zu können. Wenn man eine Tierarztrechnung für sich selbst entgegennimmt, dann ist die Diagnose oftmals weniger ausführlich, weil man ja selbst dabei war und genau weiß, was passiert ist. Für unsere Schadenmitarbeiter ist das leider oft nicht so leicht zu beurteilen, da Sie ja nicht wissen können, was genau vorgefallen ist. Daher möchten wir ersuchen, Tierärzten vorab mitzuteilen, dass man die Rechnung gerne bei der Versicherung einreichen möchte. So kann der Tierarzt die Diagnose etwas ausführlicher verfassen, als er es vielleicht üblicherweise tun würde und unsere Mitarbeiter können die Situation genau nachvollziehen. Die Frage „Ist die Behandlung Ihres Hundes bereits abgeschlossen?“ dient lediglich dazu, um den Leistungsfall als abgeschlossen vermerken zu können. Es ist völlig ausreichend, diese Frage mit „ja“ oder „nein“ zu beantworten. Wir nehmen uns Ihre Bewertung sehr zu Herzen und werden uns bemühen, den Prozess für unsere Kunden noch unkomplizierter zu gestalten. Wir wünschen Ihnen und Ihrem Vierbeiner auch weiterhin alles Gute! Viele liebe Grüße, Ihr PANDA Team
On August 2023, I called and wrote emails to confirm if cryptorchidism is coved by insurance. No one told me special waiting period of 12 months from the start of the insurance. After operation, they rejected my compensation apply and given the reason that the waiting period was not matched. They never told me the truth and reminded what can be better for customers. I made another complaint because my waiting period was about 50 weeks. On 8th January, they told me someone else would response my complaint. Again no one came to me until now.
Reply from Panda Tierversicherung
Dear Ms Yang,
thank you very much for your feedback. There is no waiting period of 50 weeks in any of our insurance products.
There is a special waiting period of 12 months for cryptorchidism. This waiting period is stated clearly in our insurance terms and conditions. Our insurance terms and conditions are available transperantly on our website for download prior to the purchase of our insurance products. If you have any questions with regards to terms and conditions please feel free to contact our customer service team anytime.
All the best to you and your beloved pet.
Warm regards,
your PANDA Serviceteam
stay away from this insurance company. they do not honor what they say, and wrongly advertise their service with fine prints which are not properly disclosed. Even with support of the vet that a procedure is required on medicinal grounds, they do not honor it!! Cheating company if you ask me!!
Reply from Panda Tierversicherung
Dear Mr. Balakrishnan,
first of all, thank you for taking the time to provide your personal feelings with regards to our services. We wish to reiterate that transparency is of utmost importance to our company. This is why our insurance conditions are placed on our website for download to all persons interested in PANDA. We are very sorry to hear about your disappointment and are eager to clarify the situation. My colleague has reached out to you via email and we hope to get a chance to speak to you to better understand the case at hand and help resolve it.
We wish you and your beloved pet a pleasant rest of the week.
Sincerely,
the PANDA Serviceteam
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