The majority of PetFirst reviews (read below) indicate that the company offers an appropriate amount of coverage, friendly and responsive staff members, as well as a quick turnaround time for claims. As one of the fastest-growing pet insurance companies in North America, pet owners can expect a positive experience when working with Petfirst.
Here's a bit about how the company got started and how they're doing today:
After having to put his dog down, co-founder Brent Hinton, knew he wanted to find a way to help other pet parents make veterinary care decisions without having to worry about all the financial considerations. In 2004, Hinton and Lansdon Robbins, started PetFirst.
Today PetFirst has some of the shortest wait periods in the industry for accident and illness coverage for cats and dogs. PetFirst strives to provide all its customers with a WOW experience and works hard to provide less hassle and more coverage.
The company aims to help thousands of families with their pets' veterinary care and boasts having some of the best insurance policies on the market.
Pet owners can enroll their pet for a plan here regardless of the pet's age. As long as the pet is eight weeks or older, any pet qualifies for some coverage with PetFirst.
PetFirst's Insurance offers comprehensive pet insurance plans. Members can customize their deductible and reimbursement rates to best suit their needs. PetFirst's most popular pet insurance options are:
Coverage includes accidents, illnesses (hereditary, congenital, and chronic conditions), hospitalizations, surgeries, diagnostic tests, exam fees, x-rays, ultrasounds, medications, holistic care, and alternative therapies as well as emergency care.
After a 12-month waiting period, pets are also covered for Intervertebral Disc Disease (IVDD), Anterior Cruciate Ligaments, Medical Cruciate, Posterior Cruciate Ligaments, and Cranial Cruciate Ligaments.
The base plans here don't cover routine care, but there are three options for adding routine care coverage onto a plan. Through these, members can receive up to $125, $250, or $400 for things like vet exams, vaccines, flea and heartworm prevention, and behavioral training.
The waiting period for illness coverage here is the same as a lot of other pet insurance companies—14 days. However, the wait for accident coverage is much shorter, being available just one day after enrollment.
PetFirst offers both per-incident and annual deductible plans. However, the annual deductible plan is not offered in every state.
Unlike some of its competitors, the company hasn't developed a mobile app for members to more easily access their accounts and file claims. Members can most easily do this online on a browser.
All pet insurance companies have exclusions to their insurance plans. However, it is important to be aware of these exclusions.
PetFirst does not cover:
Whatever you do... search around for pet insurance before you settle with PetFirst. I have been a customer for over 11 years and over the last 5 years they have increased my monthly premium $25-35. No additional benefits offered. If you want to reduce your premium they will transfer you to a salesperson whom job is to make sure they meet their bottom line so he will offered to increase your deductible to decrease premium. Also, this insurance company offer no REAL incentives. Only incentive offered to me was .. get this... if you DON'T file a claim within a calendar year you get a $25 decrease your deductible. PLEASE do your homework before selecting a insurance company for your baby. I received a call from a Katie (PetFirst) regarding the review I posted on yelp and other sites. The message she left was basically " I read the review you posted so sorry please call me so we can chat. The number she left goes straight to voicemail and that was that. I have not talked with her. The only reason she called was because of the review. Folks post reviews so others will have some insight on what they are buying.
Reply from PetFirst
Feb 04, 2020
Hello, Debra. We are sorry to hear that you're upset with your experience with PetFirst. We understand your frustrations and our team will be reaching out to you today to discuss this with you.
Horrible service. Adopted a dog and we were given Petfirst Insurance to cover any issues within the first 30 days of adopting. Well...our dog had worms in his poo, so we took him to the vet to get him fixed and de-wormed. Filed a claim with Petfirst for the Dr visit and the meds and we were denied. I called to find out why. First I was told bc it was a preventative visit. So I went to the Vet and got the papers showing that it was in fact not preventative but to fix the worm issue. Called back and was denied...for a preexisting condition because I created an account and took him to the vet the same day. That was the whole point of the insurance was to take care of any issue that the adopted dog had. Luckily...they made our decision on who to use long-term for future pet insurance. We took our business elsewhere.
First let me apologize for the length of this post. I want everyone to know what a ripoff this company is through my direct experience with them and I want to make sure I communicate the facts, all the facts, correctly. A couple months ago I adopted a puppy (10 months old) and had him chipped, took out a Home Away plan should he get lost. Somehow, PetFirst Pet Insurance became aware of my adoption and contacted me offering a one month free pet insurance plan for my puppy, naturally hoping I would continue the coverage after a month. I have never paid for pet insurance for our fur babies and thought why not take advantage of at least the free month. After the new puppy was home for just a week and half something happened to her. She was in the fenced in area off my kitchen and I heard this horrible cry/scream from her. I rushed out to her and she was crying with her left front leg lifted. I immediately called my vet to get her in for evaluation. After X-ray, it was determined that somehow she tore a ligament in that shoulder. I’m pleased to say it did heal quickly after following my vet’s plan. I remembered I had this pet insurance policy and at almost $400 for my puppies treatment I was excited that I agreed to this policy and quickly submitted a claim. First, it was a nightmare satisfying what they wanted. I followed the instructions for the claim in the documentation noted for a claim but every time I tried following up on the status they wanted something else not noted in the original requirement. Weeks went by...almost another month, and every time I tried to follow up I was told it will just be a couple more days. Of course the first month free cake and went but I decided not to pay for the policy to continue until I saw how they handled this claim and boy am I glad I didn’t. Yesterday, I received an email that said my claim was denied and I could contact them to learn why. So I did. I wound up with this very arrogant woman on the other end that told me it was denied because the injury was a pre-existing injury? I was “what???!!!”. She told me “my vet stated in the report that I had said my puppy was screaming and crying when I contacted them”. I said of course she was....she tore a ligament!!!! That’s why I took her to the vet and this is what I told the vet. This arrogant woman argued with me for another few minutes until she realized that reasoning made no sense as well and then said “oh, I’m sorry. It wasn’t that reason it was denied it was because it happened two days short of the two week waiting period”!!!!! I told her I have no clue what she was talking about regarding a two week waiting period. I told her I was offered a month’s free plan and no one said anything about a waiting period. I asked her when the policy expired. She gave me the date which was 30 days from when I agreed to it. I then explained to her that this is really not a 30 day (month) if free coverage then, it’s only 15 days!!!! She was completely lost for words, argued a bit more with me and then finally said “It is what it is and the claim is denied”..... Bottom line I have never run into such a scam. Clearly it was denied because they saw I didn’t renew with a paid plan and they did not want to pay for anything on their nickel. This company is nothing but a ripoff. Save your money or make sure you really check out a reputable insurance company before you take out a policy. And certainly cross PetFirst Pet Insurance off your list!!!!
Our family has loved using this pet insurance because they have helped us and covered the expenses for a few incidents with our dog.
PetFirst has been really helpful with me the past few years. With the recent death of my Golden Doodle they have been by my side making sure that my needs are taken care of before theres, thank you so much for you help PetFirst
My husband and I have a couple dogs and we enrolled them for a plan with Pet First. It was so great working with them because there was no age limit needed for our dogs for them to qualify. They were great to work with and answered all of my questions.
They are always responsive to any request that I send. They settle the claims in a timely manner and I think they fairly settle the claims. Our rescue dog ended up being very sick and had very serious health problems and PetFirst did not cancel the insurance they continued to pay for our claims for the fifteen months that we had her and our vet told us that if it had not been for us having the insurance her medical bills would have been astronomical and she probably would not have lived as long as she did so it was just the peace of mind of having the insurance so that we could enjoy our for baby as long as we had.
The customer service people are really friendly, but I'm not happy about the way they pay their claims. I had some issues with regarding to pre-existing conditions that were very frustrating.
They've been available anytime I've ever had an issue or had to call. I never had a problem. They're very responsive and I can always get ahold of somebody. They have a very quick turn around as long as the doctor signs the proper forms and I usually have a check within a couple of weeks or so.
I've been with them for years. I was having some issues with getting reimbursed for several claims when my dog got sick and they were very good about helping me figure out what was going on so I could get my claims repaid. I think there could be more options. It seems to get more expensive and sometimes when you use it, I feel like you get penalized or you have to get ninety thousand pieces of paper to prove your dog was sick so it can be frustrating that way.
Whenever I had an issue or problem, the customer service people are very swift to take care of it. I think the cost is fair. They accept different modalities of treatments for the dog as far as acupunture goes and natural supplements.
Recently, when my dog had to go to the vet and I submitted the forms for reimbursement, they were responsive and not all of it got picked up, but at least half of it got paid. They don't cover everything, but they do cover the major stuff and they're easy to work with.
It doesn't cover nationally. Somebody had called me to change my insurance to give me a better plan and they wanted my credit card and I wouldn't give it to them because they initiated the call. Then I called them back to give my credit card, they said it was denied so I was just very concerned about that and I didn't get the better price so that was an issue.
I've had them for twelve years. Whenever I call, everybody is very pleasant. Everybody wants to help me. I have a dog that's going through chemo. He has extensive bills and right now we're over our limits, so they send me letters when I send the reports to them. They come back and say, I'm sorry, you're over the limit.
I always get an answer to a question that I've asked. They are making policy changes and then pre-exisiting conditions don't really add up. I love Petfirst, I love everything about it. I just I think the hard part is that it's an insurance company. You can only insure so much and I think when you've been with the company for as long as I have and especially with this last pet that I've had, has had some issues.
It's absolutely the best. Anytime I call them, I talked to someone. I don't have to record my message. They know who you are and know your account number. It's very personal. You have your own level that you would like to have as your insurance. I like the fact that they can communicate with you either by email or they let you know they've received your plicy and whatever you send to them to be covered. They let you know they received it and once it got there, they decide how it will be dealt with.
I'm able to get that writers that I need to properly care for my pet. They always respond in a timely manner. As I've gone along through the years with them and the underwriters change the amount of insurance that I'm able to carry on my pet or they percentage of deductible and things like that has changed and it kind of frustrated me. I have recommended pet first to other pet owners and I will continue to do so.
I choose Petfirst because I could have two dogs on it for the one amount. I like it because I can use it it's insurance for either or both of the two dogs I own. There are some things I feel should be covered by are not.
I had it previously from my other bulldogs and I thought they did a pretty fair coverage for my bulldog's. I have had a positive experience with them. They give me the best feedback and guidance. I would probably recommend to other pet owners. I think it's a fair reimbursement and quality insurance.
We saw it on brochure in our vet's office so that's how we got it. I say its good as the best and better than the rest, good service and really the reason we're there and stayed there all these years The customer service is excellent always top on service, always treated highly. The two vets are both excellent.
We have older dogs and they cover all emergency room visits which won't alter dog. They don't cover like everyday stuff; they don't cover their shot or routine stuff at least in the plan. We choose them because they had different offering than other insuring and price. They always answer the phone and they pay quickly.
My medic recommended it to me. I've never had any other pet insurance so I can't say from other experiences but they pay promptly and paid good.
The shelter recommended them. They pay promptly, and they were all very helpful. I didn't have to file any complaints with my dog and I never had a problem with them. They help with the cost of my dog and I've never had insurance before and so it was really valuable when I did have my dog had that major surgery.
I've had it for so long, there were not a whole lot of choices when I got it. They don't argue with the claims that are submitted unless it is a preexisting condition. They've always answered my questions and they seem very willing to listen to what my concerns are.
I have one negative thing to say is that it takes it was taking a very long time to get an answer of whether my claim was covered or not and then to get the check in the mail last couple times it's been a lot better but there was a time where it was very slow. I like the prices and I like the coverage. I've never had any problems with customer service they have always answered my calls promptly and answered all my questions. Compared to other plans are, I think it has the best. I have been recommending.
I found them online. I have had a few questions on the pet first insurance. There was advertised that there was a issue with the pet that cost like five thousand dollars or something and pet first took care of it no problem but I have a maximum of one thousand dollars on my policy, that's all you could get of that kind, I don't know where that came from as far as having that much insurance if you things kind of weird. There was an issue with reimbursement and what it what it is that they charged me twice for copay in the same issue with one of my animals and that was my understanding they only charge you once, so they went back, and they sent me a check for the copay that I shouldn't have paid. Other than that, they've been very pleasant on the phone and I really have no issues with them.
I would rate it very highly. I got Petfirst because it was recommended by the shelter from which adopted. I doesn't pay for anymore than it does for visits. It doesn't protect for heartworm which my dog had when I dropped it in.
They're really a great company I have told many friends about them and I am glad that I had been made that decision and a few years ago. Whenever my vet send then claims, they get right to me and tell me they've received it and then they tell me it is accepted or denied it and they're right there. I wish they had dental for smaller dogs, I really need that, it seems like every time I take her to the vet that's what it's for.
The rescue location recommended it, that is how we found it. As far as quality I don't know of any other plans but it serves my purpose. They paid for what is covered by the insurance really quickly.
It just seems like a hassle to file any claims and get refunds.
I would like to see a longer length of coverage for things that happened one year the pulled over into the next. We had one instance where they saw the problem with preexisting condition but when they got there, they immediately change the decision and paid the bill. I choose Petfirst because of price and coverage. Anytime I had to call them I've gotten instant and very thorough responses not always what I want to hear but I get a response.
It came with the adoption papers for my dog and I've researched it and it looks like a good company. It's covered most conditions that we've needed to for our dogs. Anytime I've had a problem I've had fairly easy.
When I adopted my puppy she came with thirty days of insurance through Pet first so I just continued on with the same insurance. I have had nothing but great experience with their customer service, everything on my end, all my questions have been answered. I haven't had any issues.
I like it haven't had any problems with it yet. Customer service seems knowledgeable when I called there and they seem willing to help. My experience has been positive because they've always answered questions and I didn't have to wait for a refund money coming back and stuff like that. We looked up online because we wanted to get pet insurance for our one dog and me and my husband decided that it looked pretty good and he called the people and that was really good insurance and so far it's been very good insurance.
Customer service is prompt but sometimes I don't understand why they don't cover certain bills.
They've done everything as per the policy. They follow through with the policy. They made it very easy to just email them about diagnosis and treatments. They made it very easy for me to submit a claim.
Their service usually covers most of my claims. I don't particularly like my rate raising every year.
I like the online access and online filing. It would be nice if they would do online payments for our claims, direct deposit. You have to wait for a paper check in the mail.
They're very agreeable and they speak with you with an open heart. They've been very accommadating and when I call, they call me right back. They are very interested in their customers. They say what they mean and they do it.
They've always been very courteous and friendly after I call them.
They are personable and they gave me a nice investment. I intend to continue with them.
They are very courteous and answered all my questions. I actually had something that was covered and I didn't even realize it. I will probably add another pet to the insurance eventually.
They go above and beyond when I call with questions, they were very helpful and extremely patient. They explain things in a way that you can understand and you're not frustrated. Everything that a customer would want. I have never been upset with my coverage. They have taken care of everything for my dog. I think everybody should experience the same kind of experience Pet First does for me.
I've had a good experience so far and I've gotten my answers quickly.
They are very professional, courteous, and have timely service. I've had a good experience.
The first bulldog I had for almost ten years ago, they were the only insurance company that would insure her with a pre-existing medical condition. They are always friendly when I call and explain things and answer my questions. I like that they include alternative treatments like acupuncture and laser therapy.
The customer service takes care of my problems pretty quickly. They basically pay a good percentage of the doctor bills but not all of it.
Honestly I don't remember how I find it or why I chose it. I've had it for almost twelve years now but they're amazing so I wouldn't use anybody else. I never had any issues with them at all. They're very quick to give us our refunds and their process is very simple. I've never had to reach out ot them for customer service because every step runs so smoothly as is. Right now my dog is going to cancer treatments and they've covered everything. We're doing both traditional medicine and holistic. They've covered surgeries and they even cover his Benadryl that he has to be on.
I've always found them very personable and helpful. They've always been very fair. I've had them for a long time so I've been quite satisfied.
I have 2 dogs. One is thirteen and one's twelve. I bought the insurance when I got my first little dog. She was about four months old. Pet First has always just been wonderful. They've paid the bills. They've been very helpful. I've not had any problems getting issues covered. I've had a couple of situations and still the representative has gone to bat for me. They just give an excellent service. I like that they don't work from a fee schedule.