PetFirst Pet InsuranceReviews of petfirst.com

Response from PetFirst Pet Insurance· Oct 4, 2016

Rachel, I am sorry you have been disappointed in your experience. Unfortunately, our claim processing time did increase due to a higher than anticipated number of claims coming in. Good news, though, we have now hired additional staff for our claims team to help get the processing time back down. We have also launched a new online claim portal in your MyPETS account, so you can digitally upload your claim information and submit it. We really appreciate you feedback, and it was feedback like yours that has lead us to make changes to our process, hire additional resources, and look at ways to continue to improve the process. Sincerely, Chelsea M. Digital Marketing Manager

Response from PetFirst Pet Insurance· Sep 28, 2016

Shannon, I am sorry to hear about your pooch, but am glad they have such an attentive pet parent making sure they get the best treatment possible. Our plans will increase each year due to your pet's age, but we never increase premiums due to making a claim. I completely understand that a $420 difference is significant. Please call in to our call center at 866-937-7387 to speak with an agent about adjustment we can make to the policy to keep your premiums from such a large increase. I hope your pet has a speedy recovery and we are wishing you best of luck with treatment. Sincerely, Chelsea M. Digital Marketing Manager

Response from PetFirst Pet Insurance· Sep 7, 2016

Becky, I am sorry for the inconvenience. We did have a system outage in early July, but have since fixed the issue that caused the brief outage. I am glad our customer service team was able to help you out, and we hope your pet is feeling better after your claim. Sincerely, Chelsea M. Digital Marketing Manager

Response from PetFirst Pet Insurance· Sep 1, 2016

Norma, We apologize for your dissatisfying experience. Unfortunately, we did have a short outage in early July due to some IT issues which have since been rectified. We completely understand your frustration. Our goal is to provide the best customer service experience, so your feedback is very helpful for us to know what we can do to make the experience better. Sincerely, Chelsea M. Digital Marketing Manager

Response from PetFirst Pet Insurance· Sep 1, 2016

Gerald, We appreciate you voicing your concerns, as this allows us to know where we need to improve. The good news is our Lifetime plans DO cover chronic conditions if it isn't a pre-existing, and it is covered for the life of the pet as long as there is no lapse in coverage. We are also diligently working on speeding up the claim process. We recently launched an online claim submission portal on MyPETS member portal, and are adding additional resources to help speed up processing time. Sincerely, Chelsea M. Digital Claim Manager

Response from PetFirst Pet Insurance· Aug 31, 2016

Jeff, I am sorry you are having trouble getting a hold of someone. I will have our customer service team know to give you a call today. You can also utilize the Live Chat function on our website, which one of our customer service reps manages during call center hours. Again, I apologize for the hold time. Sincerely, Chelsea M. Digital Marketing Manager

Response from PetFirst Pet Insurance· Aug 30, 2016

Randy, Thank you for your review. We have other deductible options: $50, $100 or $250 if you'd like to get more reimbursement from your claims. Feel free to talk to an agent by calling 855-270-7387 to discuss options. Sincerely, Chelsea M. Digital Marketing Manager