Pet-n-Sur Reviews 86

Do NOT sign up with Pet-n-Sur, you are locked into a Contract, and then they make you jump through hoops to claim and refuse to pay out, finding any excuse which is NOT relevant to the claim.
Completely ignorant, telling me that a note of an "allergy" on a rear paw 2 years earlier was the same issue with a front paw when it was a grass seed. Hopeless and un ethical to deal with.

This company is unethical and uncaring. I bought insurance nearly 10 years ago, and in all that time, none of the caps have been adjusted - they are still identical with 2016 despite costs for vet treatments rising. Have never made a claim until recently, and only received a fraction of the costs incurred. Having decided it’s not worth continuing (especially as co-pay is 50% when dog turns 10) I tried to cancel but was told I must continue paying premiums for another 10 months because they will only cancel at renewal time. That’s so even if your dog dies.
Use another company if you want to insure your pet.

So not sign any policy with Pet n Sur! You will be LOCKED in for the full 12 months no matter what.
There is no way to terminate before the 12 month renewal date.
The policy says you can cancel the direct debit payment, and it says that they will cancel on the grounds of non payment. But what they mean is that they will cancel and take you to collections for the balance of the 12 month period.
You also still have to pay all your vet bills yourself, and then make a claim for a refund - which they may/may not approve.
Do not go with this provider!
Only giving 1 star as the system doesn’t allow for 0 star review.

Should have read the reviews here before I decided to look for a quote. I live in constant fear that I will be called again by their sales team even though I've made it VERY VERY clear that I won't be needing their service. But anyway the prices are insane for what you pay for. Any potential buyers reading please find another site.

Totally agree with all the comments with one star. If there was a choice would give negative star. PLEASE do NOT go with these crowd as for them everything is pre-existing. They are more qualified than vets.

Called once for a quote and realised it's an absolute rip-off compared to the legitimate providers. After that, they'd ring TWICE A DAY, EVERY DAY. At first, I'd answer and say "no thanks" but they refused to accept that and kept pushing for my card details to start a 'trial'. Blocked the number, so they just started calling from a different number. Had to swear down the phone at them every day until they eventually left me alone.
My advice - go through a Kiwi company instead

When I go online to check out quotes I don't expect to be bombarded with phone calls. This company is out the gate. I am glad after reading the reviews on here that I didn't go with them. Super expensive premiums for what the policies cover anyway and a 12month contract that you can't cancel, that's criminal. Keep ringing me and I'll keep blocking the numbers could be considered borderline harassment

The latest issue, I called them to clarify why the amount of the claim I had expected was not paid and was informed that when my cat turned 10yrs old they only pay out 50%. I had not heard of this before. Very clunky website for claims as well but that is incidental compared to their claims conditions. I seem to be arguing with them every time and you can't win.

It’s simply not worth it. Our dog developed anal gland cancer and needed surgery to remove it. As you can imagine I was so pleased that I had paid into PetnSur for 11 years and would have their support. But alas, no. As it was found to be cancer they wouldn’t cover it. We had the full coverage package. It would have been better to have put the monthly payments into a high interest account. Our girl was also only paid half the fees for dental extraction as she is an elderly dog. Weird, when her monthly premiums went up as she is an elderly dog. Save your money and don’t trust these jokers.

I’m extremely disappointed with Pet-n-Sure. My horse has underlying health issues, yet they refused to provide any help or support. What’s the point of paying for insurance if, when you actually need it, they won’t step up?

Their reasoning was that “behavior changes” aren’t covered, but no horse changes its behavior without an underlying health problem. To dismiss it this way feels careless and unhelpful.

Insurance should give peace of mind and support in difficult times — unfortunately, Pet-n-Sure has done the opposite for me. I would not recommend them to anyone looking for genuine protection for their animals.

There are some negative comments regarding Pet n Sur but we have only positive things to say after our cat's traumatic dental experience recently that involved full teeth extraction. Shelley Bird handled our initial claim and helped us gather the necessary paperwork needed. Once this was compiled we were refunded the max amount possible under our policy with Pet n sur. All this was done within a week and we couldn't be more grateful for the help covering the substantial Vet fees we incurred. Thank you guys so much!

Confirmed on the phone with Pet n sure before I made the claim to make sure it was correct, then they denied it. Poor service would NEVER use or recommend them.

I've had policies with PetnSur since 2017. When I took out my policies, they were the only pet insurance company in NZ (as far as I know) that covered older pets. They have paid out claims on time without hassle, provided all the paperwork is submitted correctly. There was only one occasion when they argued about a claim but my vet was able to sort that out for me. For those who have had problems, there is always the Insurance Ombudsman to contact if you are unhappy with the service.

Disgusting Practices for Financial Gain

Pet-n-Sur have completely destroyed my partners life and her cats health. It's been a horrible month and we haven't the support from these a-holes that we needed.
A very sad story but I need to let people know about this company and how they operate.
My partner, (lets call her "Jane" and her cat "Spot"), took Spot in to the vet as he seemed to have a UTI. Janes diagnosis, not a vets. Jane is not a vet so how would she even know?
The vet fixed him up and Jane got a $600 bill. But she's happy to pay as the insurance should cover that no problem. jane is poor as most of her pay goes towards catching, trapping, feeding, desexing stray cats. It cost a lot and takes up all her free time.
She really cares for animals and puts herself out there to help them.
Pet-n-Sur said, no way we can't pay up for a UTI. It's a pre-existing condition. Which is in the contract but it's a scam!
This UTI was not pre-existing, and is not a condition. It's an infection. But they said over the phone they consider a UTI as a condition.
As Spot had a UTI in the past then it's pre-existing! Well Pet-n-Sur, it's not a condition and it's not pre-existing.
It's possible that the claim is for an infection, and UTI was not the diagnosis from the vet. This is just what Jane said over the phone. Again, Jane is not a vet!
So Pet-n-Sur are literally changing the words on the legally binding contract, to say pre-existing infections too!
They did not pay out and now Jane is out $600. But the story doesn't stop there.
Poor Spot had another infection of some sort, and Jane, with no money has to return to the vet. Turns out it's not a UTI, and more research is required as to what the issue is. But more drugs for Spot and another $600 bill :(
Jane has already told Pet-n-Sur to "go-away" but she cannot cancel the insurances as she's tied in for a year.
So she's forced to pay them money and not get anything back in return except stress and heartache!
So $1200 later with no claim going through , and a sick cat that is old and not having a nice life.
We can't afford to help him anymore, and he's just gone back to the vet, possibly for the last time.
Our biggest fear is now we cannot afford to keep Spot, and the future vet bills to keep him alive and well.
We've had a lot of support from the vet and friends and family. No support what-so-ever from Pet-n-Sur, the rip-off, scammy disgusting people that care for money over animals.
Spot won't be with us for much longer, and is we had managed to claim from Pet-n-Sur for the vet bills, we could probably help to fix him up.
Sadly Pet-n-Sur don't care about animals and have determined his fate.
DO NOT INSURE YOU PET WITH THEM UNLESS YOU WANT TO JUST GIVE AWAY MONEY

I have the pleasure of working with Pet-n-Sur pet Insurance. We have been together for more than 10 years. They made the insurance process a walk in the park. My dog has a few different health issues and we were well looked after. Friendly, knowledgeable, and always ready to look at our queries. I highly recommend Pet-n-Sur to anyone looking for a reliable pet insurance that will help to go through a hard time of our pets' illness and recovery.

Do not choose this company. Everything is made more complicated than it should be and you cannot cancel your policy except at your ‘renewal’ date and you cannot only do so in writing. You also have to pay up front for all vet bills and then fill in a paper form to make a claim. Absolutely ridiculous and clearly set up to make it as hard as they can to actually give you the service you’re paying for.

RUN! This entire company is a scam!

Useless service, an absolute waste of money and when you try to cancel it you are informed that you're locked into an annual contract (they hide it in the small print with ambiguous wording).

I am currently paying insurance for 3 pets that I no longer have! Is this even legal???

As soon as our dog turned 10 (despite very low claims history) they raise your co-payment to 50%. At this point premiums have been increased 300% since start of policy, in our case close to $1,700 per annum and you also realise they have never inflation adjusted or indexed the policy claim caps. So you have a triple whammy of 50% co-payment, much higher premiums and diminished cover due to no policy cover indexation. In a scenario of having to claim up to the policy cap you are lucky to get 40% of your spend back if you include the exorbitant premium paid. This effectively prices pet owners out of insurance once your pet is older.
We were really let down by how they operate and now have to self insure. Their responses indicate they are happy for you to pay higher premiums or just leave their books. Anyone giving this company 5 stars will not be based on a pet over 10 years old. Compare their terms to other insurers before you sign up with this company.

I have been paying insurance for 2 years. Never put in a claim. I had my dog neutered, so put in a claim for the $20 that I was entitled to. Long story short... drama... not from me. So I decided to cancel my membership and use another insurance company, only to discover that I am locked in with them for another 10 months. I didnt read the small print, this membership is annual. You cant cancel it. I have never heard of such a thing.

Worst insurance company read reviws before going with this company. Un trust worthy / wish I had reviewed this company 2 years ago before flushing hard earned money down the drain -10 stars all round, do not trust your family members heath with this insurance company. This company is a nightmare to deal with. Happy to take your money sights pre existing condition for ear infection. No claims payed out.