24PetWatch Pet Insurance Programs
Reviews and Complaints

I should be allowed to decide chipping for my own pet without 24PetWatch involvement they act like they own my pet. They don't I am not paying them to change his name or any information. Until I see my vet and verify there actually is a chip involved this service means nothing to me. I chipped my previous pet myself I don't understand this deal between THS and this company has nothing to do with me, I would rather spend my money on actually caring for my pet first. As I have to pay for other care to resolve other issues with this cat that Toronto Humane Society did not fix. So why should I pay this service I did not employ. They will have to get in line and doubtful by the reviews as had a bad feeling this was a scam on their part with THS. I am a responsible pet owner as I can be and always have been maybe not perfect but I do my best. I am a person with a disability on limited income so paying a yearly amount for a service I didn't ask for is ridiculous. They 24PetWatch won't even answer my emails and I am not getting on the phone with these people to be scammed or guilted into their service.

I called to update the information for my daughter's cat - she adopted him from a rescue in Fort Collins, CO. After taking her information, the "customer service" agent asked me what kind of membership I wanted - yearly or lifetime. I asked if I had to have a membership? His answer - no, but how is 24PetWatch supposed to keep people employed? Without memberships, he said, there wouldn't be 50 plus people there to answer the phones. I didn't get into it with him, just made sure that if someone found my daughter's pet and called 24PetWatch that, yes, they would be given contact information. I own 2 animal hospitals and I know that 24PetWatch also makes money by selling their microchips to the hospitals/rescues implanting them. I wish that I could remove this chip and implant another one made by another company; as long as my daughter's information is connected to the microchip number I will leave it be. Just know that you are under no obligation to pay any yearly or lifetime membership to these companies.

We are a Canadian military family and have been posted to the UK for the next three years. We brought our pets with us. Our other pet is microchipped with another company and updating our information was seamless and the staff were exceptional in assisting us. I have tried several times, unsuccessfully to update my address and phone number through the 24 PetWatch website. After corresponding with several representatives, some who told me my information was updated, I was finally told I could not update my information and if I wanted to use a family member's address and phone number in Canada we had to transfer ownership of our pet to my Mother and she would have to call to update the information. When she did, she was told it would cost her in excess of $100. The lack of customer service has been appalling. A simple task, that I should have been able to do online, has resulted in several emails, misinformation, an international phone call and still no resolution to our issue. We have our pets microchipped for peace of mind in knowing if they should go missing we have a better chance of being reunite. The refusal to allow us to update our information is unacceptable.

My husband and I are 8 months, $800 & *three* reassessment forms deep into our claim for our beautiful pup, Zoo Zoo's medical bill reimbursement. Our experience has been a nightmare. Zoo Zoo had an accident this summer where she swallowed a whole rawhide bone and had about a month's worth of colon issues ( $300 vet appointment, several medications & a few check ups.) Accident coverage is included in our policy and we definitely deserve at least 80% reimbursement. This accident occurred *after* the waiting period. The company has given incomplete and unprofessional assessment statements, and I'm seriously considering taking them to small claims court. They've given basically the same exact reasoning, verbatim, in their denial responses: they claim Zoo Zoo has a chronic illness and it is within the waiting period. Both of these are clearly false. I even spent a whole 2 days, 14 hours putting together an 11 page comprehensive reassessment form because I was so sick of this company and their nit-pick-y claims and *still* they haven't reimbursed a single dime. I included in her reassessment forms her assessments from other clinics both before and after the incident, which proves she does not have a chronic illness. I am also attaching them here.

24 Pet Watch- prove me wrong! Give me a call and make this right! I want to settle this and move forward, and do not want to go to court, but it is simply wrong to treat customers like this. Please show your true colors, and make this right.

I am also attaching my vet's formal letter and the denial response from 24 Pet Watch. It seems to me 24 Pet Watch is dancing around language and not wanting to reimburse their client where reimbursement is due. Please, please don't let this case sit like this.

PS. A couple different employees, on different occasions were so rude about repeating information to me . Also, all of the *three* times someone told me they would call me back, they didn't.

I recently adopted a dog from the North Myrtle Beach animal shelter in SC. With her adoption came a free trail for 24Petwatch. After the trail was up, I cancelled my free trial and was still charged $62.00 for the monthly fee. The fee was dropped, and then I was charged the monthly fee a second time. First attempt to contact 24Petwatch I was told by an agent that because the payment was pending it would fall off and I would not be charged, which was untrue. So I contacted the company again and spoke with an agent named Ashley who advised me that I would be receiving my refund in 5-7 business days. Once those 7 business days were up I still had not received my refund. Getting fed up I spoke with a Jennifer Traversa who assured me that she would keep on their financial team and I would receive my refund in 5-7 business days. It has been going over a month now, and I still have not received my refund. I have called Jennifer Traversa to keep checking on the status, who at first would tell me she would contact me with an update once she had one. There was no contact. Now it has gotten to the point where I call to check on the status and ask to speak with Jennifer, she is unavailable and would contact me later that afternoon. Once again no response. I have emailed her several times asking for an update on my refund and surprise surprise no responses to the emails. I have filed a complaint with the BBB, and will not hesitate to take this to social media and any news outlet that would be willing to listen. DO NOT use this company for anything. They are a fraud and a scam. They take less then 60 seconds to take someone's money, and then refuse to give any refund.

I ordered 3 pet tags on 2/7/18, along with microchip location services for my three dogs. It said wait 4-6 weeks for 3 tags. On 4/21/18, I called regarding the pet tags I ordered. First call, disconnected. Second call, women stated I needed to send in proof of payment which I emailed same date. She stated should would process within 24-48 hours. 5/21/18, called again about tags. Was told to hold for supervisor. 35 minutes later I was disconnected. SCAM Group. Do not use 24Pet Watch services.

I have been their customer for 3 years and been covering my dog and cat.
Both of them have microchips. I regularly pay for a membership, no problem.
Recently we moved to another state and I called them to change my address. They gave me a 3-week run around because for an unknown reason they couldn't do it. I thought it was the easiest procedure: just put my new address in your system. Who knew it would be such a terrible challenge.

I'm glad my cat was microchipped and that I got him back after he got outside. The downside? 24Petwatch gave the person who found my cat ALL of my personal information: Name, Address, Phone Number. In this day and age, I have a real problem with that. I got in touch with the person who found my cat as soon as they called me, and got my cat back. Do not think, FOR A MOMENT, this company will keep your information confidential. They won't. I also had pet insurance with them and cancelled it. I was still being billed 3 months later. I'm very happy to have switched to VPI. They do pay their claims.

I was signed up with PetCare Insurance Program, they then switched over the 24 Pet Watch and it is a massive waste of money. They keep upping the premium to the point that it was costing me over $70/month. When I called to complain, apparently the current going rate for almost THE SAME program was just over $40/month so they just happily scammed us for two years without a word.

And THEY NEVER PAY OUT! There is always a reason, a changed deductible amount, require more paperwork within an unreasonable amount of time to get it back in before case is closed forever, require an annual checkup and bloodwork not covered by insurance, they seem to have lost my husband's name on the account (he has only been on the same account for TWO dogs in the past 16 years). PetCare Insurance was great, this company is a total scam! DO NOT PURCHASE! Put $50 away in your savings account for the event of an emergency. I have dumped enough cash into their pockets, never again.

The business is very upsetting and I wouldn’t recommend the company 24petwatch. I wanted to get insurance for the cat, but I already asked to do it 3 months ago. I was so shocked that they worked slowly and haven’t provided it. They promised a lot and sent me excuses, but I was sick of their blah-blah. I asked to return money back and told that they were the worst company ever. Don’t buy insurances for the pets from them.

It would've been two years since I signed up for 24 hour pet watch insurance on Aug 2nd, but I had to cancel my insurance this morning because of what I found out about the coverage. I was given the "gift of insurance" for a month when I adopted my puppy on July 28 2013. Shortly after that, I bought insurance for my dog on Aug 1 2013. And then I took my puppy for her first vet visit on 8/2/13. During the visit, I mentioned she'd been having exercise intolerance and the vet examined her and said she had a heart murmur. He said that sometimes puppies have it and it goes away as they grow older and that we should just watch her at home. We went back a few weeks later for more vaccines and because she still had the heart murmur, the vet referred us to a cardiologist. On 9/18/13, I took my dog to the cardiologist and found out she had a congenital heart condition called tetralogy of fallot (TOF), obviously a much severe condition than a simple heart murmur. Just her ultrasound was $500 and she had to keep getting them every year on top of the other blood work, medication needed for monitoring and managing her condition. At that point I contacted 24 hour Pet for a preapproval and they covered her expenses with a $100 deductible. But apparently the coverage was only for 1 year and only upto $1500. As you can imagine, that doesn't do much for us since we're dealing with an ongoing condition.
I just got off the phone and found out that because the onset of my dog's condition was during the 14 day illness grace period after signing up for insurance, they cannot cover her condition any longer. Which I'm hearing for the first time after almost 2 years of having the insurance and having been reimbursed for other claims related to the same condition. I would've kept on paying for the insurance that could no longer cover her heart condition had I not called today to change my address and check on the claim that I submitted a month ago (that I still haven't received payment for). That's when I found out that only part of the last claim would be reimbursed because they classify the denial under pre-existing conditions.
Even though the dog's condition wasn't diagnosed till 9/18/13 and the insurance was bought on 8/1/13, the insurance company proceeded to label her condition before the specialist even had the chance to. They say its because they go by the day of "onset" not diagnosis. The day of "onset" is apparently the date that they got from my primary care vet's notes about her having a heart murmur on 8/2/13; the day after my insurance was effective.
What really upsets me is that they didn't bother letting me know that they will no longer cover her ongoing condition despite it having gotten actually diagnosed over a month after the insurance was purchased, well after the "14 day illness grace period". It's irritating that the day of onset is the day I took the dog to the vet, who with all his expertise, didn't jump the gun for diagnosis and waited for a specialist to look at her for a proper diagnosis. How on earth do insurance agents get to determine coverage based on onset rather than diagnosis? They would've had me making monthly payments had I not actually called and sat on the phone with a bunch of questions today. And although my experience was negative, I have to add that when you do call their customer care, despite the long wait time, they were always courteous and polite on the phone. But that doesn't do much for me when the actual insurance itself is mediocre.

I own four rescue pets and took the Humane Societies advice and "chipped" each one apon adoption and immunizations. Didn't check the info online until after the fourth pet. The information was entered incorrectly. My boyfriend was shown as the owner and I was shown as the alternate number. My bad for not checking. I promptly called and faxed them proof as to ownership. Vet records, id numbers etc. nothing! I have now called four times, they have been rude and unwilling to make the change. They can see I'm calling from the contact number on record. This does not give me solice that if my pets are lost I will ever get them back. I regretfully have recommmended them to dozens of people. They're horrible to deal with.

This company is horrible. I have called them asking them to mail my dogs ID tag 4 times since Aril (it is now September). The service only lasts for a year and I have not even received my ID tag yet. I have given them three different addresses to mail it to and they still claim they have mailed it every time! When I just called asking them (very nicely) to renew my service because I haven't even gotten the tag yet they hung up on me! Now I am waiting another 20 minutes on hold for someone to answer! If I hadn't already paid I would look into another company!

They tell you oh, yeah, the things you specifically ask about are covered under their most expensive plan. Except when you FINALLY get the policy, several weeks later, you discover in the very, very fine print that the coverage doesn't start for 30 days after they first charged your bank account and the one thing you got the coverage for and was very specific about is not even covered until SIX MONTHS after the policy starts! The only reason I got the Optimum QuickCare coverage was, as I told the sales liar several times, I had three female fosters I needed to have spayed in the next few weeks and wanted a plan that offered coverage. I could not have been more specific about their appointment dates (which were 3 weeks out at the time of my call) and why I was even looking at pet insurance. So not only did he "forget" to tell me about the extremely long time period before coverage even started, he also "forgot" to tell me about the $19 per animal charge in addition to the $28 monthly fee for each dog that was just to START coverage...that I don't even actually have!
When I called to complain that after 2 weeks I still had nothing stating I had coverage I was told policies would be mailed and "they were covered". When I threatened to cancel and asked when my rebill date was I was told I could call as late as 2 days before the new billing date to cancel. Except I see now on my policy, since I have it in hand, they require 15 days written notice, bill always FULL MONTHS and do not prorate. What a shameful, shameful scam.

RUN from any product this fraudulent, lying company tries to offer you. I could pay these bills myself if I had not wasted so much money with them, funds they took without providing anything in return. They make me sick.

Don't bother!

I had their services in 2008 and filed a claim...that they never filled. They kept saying that they never received my dog's medical records. I faxed them, my doctor faxed them and I even mailed them. I finally got tired of their crap and cancelled my policy Jan 2009.

December 30, 2009 they sent me a letter saying they still hadn't received my pet's medical records and couldn't continue my claim. I called them Jan 21, 2010 and the lady I spoke too confirmed they DID have my dog's medical records and she was going to speak to claims to clarify what (if anything) they needed and to get them to fill the claim. That was 7 months ago and I've heard NOTHING from them.

I decided to chat with a representative today to get this sorted out and all the girl kept saying was they don't reassess claims after 90 days. I told her that 24 Pet Watch contacted ME TWELVE MONTHS after I cancelled my policy so that whole 90 days was bull$*&#. She then claimed she had no record of them contacting me and I told her I had the letter right in front of me. Still the 90 day crap.

Fine, I'm writing a letter to them today to give them one more chance to fill my valid claim before I resort to legal matters. I'm NEVER using this company again and telling everyone I know NEVER to use them either!

It's obvious from the run around I was given that they're doing everything possible to refuse to pay my claim.

I have two cats which have been micro-chipped with 24 Pet Watch microchips. When I went to register the second cat on line at the 24 Pet Watch web site it said the ID number had already been used. I submitted a trouble ticket and got a answer back saying “Your pets are both registered with us under your information however they are under separate accounts. I have escalated your email to have your accounts merged so that you are able to view both pets within your online profile. You will receive an email from us with your login credentials when this has been completed. Please call us toll free at [protected] if we can provide further assistance. Our hours of operations for general inquiries, registrations, account updates, and product purchases are Monday to Friday 8am to 9pm EST, and Saturday 9am to 6pm EST.” They have yet to do anything toward merging the accounts and when I ask about it I just get form responses back saying “24PetWatch apologizes for the delay in resolving this matter. Once completed you will receive an email from us with your login credentials. In the meantime, you are welcome to make any necessary changes to your accounts by calling [protected]. We apologize for any inconvenience and thank you for your patience and understanding.”

I have two other pets and would like to have all my pets micro-chipped with the same brand microchip but the lack of customer service makes me wonder if my pet were lost would I get the same poor response.

I think it's poor business practice and an absolute racket that 24PetWatch charges at least $14.95 to update the contact information on your pet.

While I understand that they have overhead costs, it seems that they could cover those costs in another way.

If I were making a donation to an animal rescue or shelter instead of just paying them it might be a different opinion but I think they need to reconsider their way of doing business.

Keep in mind that while a happy customer will tell a few people about their experience an angry/dissatisfied customer will tell EVERYONE they can. And believe me, I will tell AS MANY PEOPLE AS POSSIBLE to not use this company...including the animal rescue that I adopted her from. They should not be doing business with a company that has such poor business practices.

I enroled my pet with this insurance company. The monthly price seems reasonable but their service is below standard. It took them over a month to send us the paperwork. I ended up canceling them and they have not given us our money back after 2 months. I had to file a dispute with our credit card company (I used to buy the insurance). Thankfully, the credit card company reversed the charges. PLEASE BEWARE OF THIS COMPANY - THEY ARE SUPER FAST TO TAKE YOUR MONEY BUT THEY PROVIDE VERY LOUSEY SERVICE AND DO NOT WANT TO GIVE YOU A REFUND ONCE YOU CANCEL...

OMG! I have had the EXACT experience as that posted by "badcobra" on 3/12/11 re: ordering a permanent ID tag for my dog. Repeated phone calls, same stuff re: "PROCESSED but can't tell when shipped, so, so sorry - would reprocess at no charge", etc., etc.. I've called twice before, but I called again today and was told to fax my bank statement to a supervisor, which I am doing today. They need me to do this to PROVE I actually paid for the tag. (Shouldn't that be in their system since they were "REPROCESSING" my order?) Of course, I am blacking out everything on my bank statement except the line showing that the $$ for the tag came out of my account. Maybe I will finally get my tag after I fax them. (?) After reading so many negative postings, I will be curious to see if I EVER get the tag I ordered FOUR MONTHS AGO.

ALSO, after signing up for their "regular" pet insurance coverage in Dec. 2009, my dog was declined because of his BREED. Why don't they tell you the breeds they refuse to cover BEFORE you take out a policy? The kicker is that they kept drafting my bank account for the monthly charge for TWO MORE months after the date of their letter declining my dog's coverage! Tried to talk to a rep today about getting a refund for coverage they never gave me. This rep was FIXATED on the fact that the policy was cancelled in March 2010. He could not seem to comprehend that I was declined coverage - and a policy was never even issued! Yes, I did call about this issue in March - and that was how it was finally "corrected in their system" and they finally quit autodrafting my bank account at that point. 24Pet Watch declined coverage to me in DECEMBER 2009 (I have a dated letter to prove this), but they took my money for 3 months! THEY OWE ME A REFUND OF $118.70. I had to ask 3 times, but finally the rep begrudgingly gave me an address in Buffalo, NY. am going to write them a letter (hope I wasn't given a bogus address!) to TRY to get them to do the right thing and refund the money they took out of my bank account for a policy they declined to EVER EVEN ISSUE! Crazy that the "victim" has to go through so much and jump through so many ropes just to get a tag or a refund!

I purchased two metal identity tags ($9.95 USD each; total after taxes/shipping around $25.00 USD) from 24PetWatch on 2 January 2011--hit my credit card on 3 January, 2011. The web site purchase indicated that I would receive the tags within 4-6 weeks. I found it a little odd that it would require as long as six weeks to punch out two tiny little metal ID tags, but purchased anyway as I have ordered from OTHER businesses online who indicated similar wait times but I always had the product in 10-14 days. I called in early February and actually was able to speak to a representative. He was professional and kind, and assure me there was no issue, but I was asked to give it the full 6-weeks. So after 7-weeks I phoned again. Again I was able to reach a human being, another professional male voice. He was very apologetic, and told me that he could not guarantee my order SHIPPED, but only that their records indicated it was PROCESSED--when I pressed him he said he had no way to tell if they actually shipped my order. Weird? In any event he said he would RE-PROCESS my order (no charge, of coarse) and expedite it--that I should have it within two weeks. OK, it's been FOUR weeks again and still no order. Sheesh! All I can say is NEVER EVER EVER EVER EVER order ANYTHING from this company. If they cannot fill an order for two tiny metal dog identification tags in a few weeks, how could you ever trust them to take care of your animals in any ways--they also offer EXPENSIVE animal insurance; I can only imagine they likely NEVER pay out on claims. Thankfully I am only out about $25.00. Good luck!