Petline Insurance Company
Reviews and Complaints

I do not review my bank statements often, but I realized a charge being made on my account for Petlineinsurance.com.

I've reached out to them asking for explanation, how I have an account in the first place, and how long were they taking money from me. My email went unanswered. And the second one, and the third one.

I called today and spoke to Josh, who felt that not only was I robbed but that I also need to furnish him with all kinds of information like my phone, address etc, all these things that they tell you Not to do if you want to protect yourself. I have refused to give this information and he refused to help me.

I called back and spoke to Amanda Baker who said that supervisors are unavailable and they will call me in 48 hours!

I called then 3 more times but the line disconnected after waiting for over 10 minutes. Then I spoke to Andrew who said he is cancelling account but he didn't address all previous charges and said he can't address it and also 'supervisor is not available'.

Seemingly this situation is way too familiar to them, and nobody is jumping into clarification, rescue or refund. Instead they want more information I guess so they can do more fraud that way.

I will now go to the police and if this is what kind of insurance you want to have, go right ahead and sign with these people.

I have tried to cancel the subscription for the pet insurance I have purchased for four years, but they cannot be reached. I've sent emails and waited on hold for hours on multiple days.

I have contacted the company 4 times now within a two week span. Two emails were left unanswered and the phone calls leave me on hold. They'll say your wait time is over 30 mins, then drop to 15, only to go up to 30 again. I was then forced to leave a voicemail so they could get back to me when they were open. According to their website, they were already open. I want to cancel the two plans I have with them.

On August 4 I called pet Secure to cancel my 2 policy's, I spoke to a guy who *** me however he did tell me the steps to cancel my 2 policy's. I did as told and have sent 10 emails now left 5 voice messages and tried live chat only to be on hold for over 30 minutes each time. I can not have anymore payments come out of my account, I have paid faithfully for almost 5 years. I need to have the payments stopped now. Very POOR CUSTOMER SERVICE at this point!

I visited the vet with my pet on October 13th. I submitted a claim to Petline and as yet have not received settlement of my claim. I have been with Petline for 15 years, and every time I call them, they do nothing to expedite your claim. They always say 'We have had a lot of claims lately.' Always the same excuse over the 15 years. I feel a month is too long to make a settlement. It is unacceptable. Of course they don't use the date they receive the claim. They use the date it is put on their system which is much later. My customer number is

I cannot get through to anyone in the customer service department. I want information regarding cancelling my coverage as my premiums keep increasing even though no claims have been made. I sent an email on July 20th and another email today. I still have yet to receive a response. I have tried calling multiple times but the wait times keep changing from 15 min to 30. I do not have time to be chasing people down for answers. I want my premiums for August returned to me because I wanted my coverage cancelled. Absolutely the worst customer experience I have encountered, I'm grateful I never had to submit any claims.

I had insured my pet with this insurance company and was advised that the effective date of my pet insurance policy was 02/22 to 02/22/2022. I visited a vet on 03/08 and the bill was $300 which my vet submitted a claim for. I have now been advised that this claim is not covered since there was a waiting period for my pets policy. I have already paid two months insurance premiums however not a single claim has been covered. This is totally false advertisement, if there is a waiting period then the effective date should indicate the actual coverage dates. I have asked the company to cancel the insurance and refund my premiums however I was advised that they do not refund.

A few weeks ago I was charged by PetLine for my pet insurance policy, due to financial complications, the payment went NSF, causing a $45 fee from my bank. After this, I sent an email on May 26th requesting a policy cancellation as I was told I could do so by email. Yesterday (June 1st), I was charged AGAIN, and again, it went NSF, causing a $45 fee, again. I wrote a second email to PetLine that day, both of which have gone un-answered. According to their online customer billing portal, I should've only been charged on June 16th (or around that time) for $33.51 plus the outstanding balance (same amount).

After submitting an initial claim early May , I'm still getting the runaround from Petline, who continues to request documentation and receipts I have ALREADY SENT TWICE. *** I've just switched to *** PETS PLUS US, who retrieve your pets medical records themselves, which is fantastic. *** It should not take months to process a claim let alone get proper responses about them. I would like to cancel my insurance and also a refund for what I paid them so far.

My rescue dog, a shepherd mix adopted from a local shelter, has many health issues. Lucas visited the vet on April 20 and 21 and again on May 1. One of the charges on April 20 was $550.00, which was the deposit for his visit. The balance of his visit was $298.71. On May 1, the charge was $342.80. A cheque dated May 10, for $205.68 was sent to cover the May 1 visit. However, the initial $550.00 deposit was never refunded. Despite calling the vet's office for two weeks, sometimes hourly, and leaving my information, I've received no callback. Monthly withdrawals from my account for pet insurance occur without delay, yet my claims remain uncovered. About a month ago, Petline Insurance acknowledged receiving my claim, but I've had no further updates.

After some discussion with a vet, I decided to try the 6 week "free" pet insurance policy through PetSecure/Petline Insurance (PS). The vet's office submitted my dog's info to (PS), on Jun 15/21 I received their auto-email with a Welcome letter. I created my account online. On Jul 08/21 I emailed a question relating to a broken link to a key document. I never received an answer from them. After numerous phone calls and messages from PS to continue my policy, on July 26/21 I set up the policy and gave them my credit card info for auto billing on the 26th/mo - no other pmt option avail. The vet submitted a claim, I received an auto-email from PS on Jul 27/21 that "You will be notified again once your claim is completed." I have never been notified. After doing more research, I decided to cancel my policy and followed the instructions on their website, emailing on Aug 17/21 and Aug 25/21 requesting they cancel my policy. I have not had a response. They continue to charge my credit card.

I pay for Secure 4 Wellness coverage that shows it has $450 dollars a year in "annual fees and vaccinations, annual bloodwork, flea control, preventative heartworm medication and more." My dog's 2020 annual wellness took place on May 22 and I did not receive the full amount that I paid for exam, shots and flea/tick meds. I received $219. 71 for a claim of $274.64. When contacted, I was told that they only actually pay 80%. The 2021 annual wellness took place on August 18 and I received $0.00 for the claim of $376.36. When I contacted them, I was told the claim was rejected as it was inside of a policy year. I tried many emails and spent hours on hold trying to deal with this company. Fed up, I canceled the coverage on October 10 but my credit card was still charged on Nov 3. This company needs to more transparent on how they represent their coverage and how reimbursements are calculated. Their customer service is unsatisfactory as they do not reply to emails the wait on the phone to discuss claims is too long.

There is always a problem when issuing a claim. Also I tried to cancel my insurance in the past and they kept taking payments. I was offered this insurance a part of a promotion with the Rescue I got our dog from. We adopted a Bulldog and so I felt like the insurance would be a necessity. I gave Petcare/Petline all the information they requested at the beginning of opening the policy and the never asked for anything else, they also knew full well that he was a rescue. Fast forward a month and I put in a claim...of course it was declined because they needed all the vet papers. I contacted the rescue and the vet to ask for his file and they sent everything to Petcare/Petline, but of course this was not enough. They apparently needed an entire back ground check on my dog or no claims would be accepted. Once I figured they would not accept further claims I requested my insurance to be cancelled. After a few months I notice they were still taking payments and the only reason I noticed is cause I didn't have money in this account and got charged NSF fees. *** I left the insurance due to the fact the first denied claim had become a bigger issue and our dog needed surgery so I felt like if I'm paying for something I might as well try to put through another claim. So surgery done, I submitted the claim and of course it's declined, but this time apparently not because they don't have all papers from the vet, cause this surgery isn't covered under the insurance, which of course I didn't know because of course everything is hidden in fine print. Now I'm trying to cancel this insurance again. *** They knew full well at the beginning I would not have all the back ground on my dog cause he's a rescue and literally found on the side of a road. They could have told me at the beginning that I do not qualify for insurance, at least then I would have known. But now we have paid for nothing and even got at least 2 NSF charges to boot. Thanks Petcare/Petline.