Woah. PetPlan blew me away with their support in a recent app bug. I noted issues in a review and a tech-team/CX member called me and did a full UX walkthrough - then it was fully fixed within 24 hours. Seriously next level product management. With that fixed, PetPlan is now completely easy to use. Claims are processed rapidly and clearly. I can (now - yay!) handle everything in the app. And they text automatic updates on claim processing that are really helpful. Oooo ooo ok I also almost forgot… I dig the added feature of direct deposit for my insurance claim payments (instead of the prior mailed checks). Lots of ease has been added. Appreciate it all.——PRIOR REVIEW (100% resolved w/in 24 hours): I can’t get the app to complete any of the core actions… most impactfully, I can’t submit claims on the app. Some sort of invisible/white modal covers 95% of the screen and the only way out is to close the app and lose all progress. I have to use the web version via my phone to submit anything. I really wish it would work.

I’m not sure who designed and approved this app, but they need to find a new career. It’s shockingly bad. It does function after the recent update, which is a good first step, but you can’t see enough info about your policies and claims. The billing tab makes no sense and the payments don’t match what actually comes out of my account. All you can see of your claims is the number, which means nothing to me when I track what invoices I’ve sent in, and the amount paid. You used to be able to see the EOB. Leo and the claim submission is awful, I don’t understand who thought that would be an improvement over clicking a few buttons and entering some basic info. It’s all so inefficient. You have to call to figure out anything about your policies, and the phone recording says “use our new app to check your claim status, update your payment information, etc”; it’s very strange that they’re pushing people to use the app when it’s not useful at all. And I’d love to use the app instead because I hate calling any company, but I can’t. Because the app is useless.Update - it’s gotten worse, if that was even possible, since I originally wrote this. Now I can only see 3 claims for each of my pets, still can’t see the EOBs, can’t load the documents I’ve uploaded for claims, keep getting an error message when I try to enter my direct deposit info and update the card on file. What is happening? Please take these comments seriously and fix the app.

Got my reimbursement from my first claim with Fetch. Some representatives tell me that they can expedite and then in the next phone call other say they’re not able to expedite anything. I got my last claim and it said it was missing documents. Tell me why I got told by the representative that time that she could put a note that would make it so that it would stop requiring me to upload documents I don’t have. Then our vet actually gave us more notes on the same visit and now that I had them, I went to go submit them and the submit button does not even work. I tried doing one by one. I tried sending them all at once, but I ended up doing since I couldn’t get a person and just kept getting texted links through a bot which led me back to my app that was not letting me submit anything. it’s good for notifications but the text notifications. So really it’s only been good for reviewing now and I ended up uploading the documents in JPEG form via email and via the physical website… probably won’t get my reimbursement for 2 to 3 weeks. If I don’t get it back, then I’m going to another pet insurance or maybe not at all because Figo was useless got nothing back and got nothing from Nationwide either

To be in a business that relies on time sensitive and crucial receipt of documents, to rely on an app of this nature is a total joke. You get no confirmation that claims are received, so you have no way to go back to look to see what date a claim was submitted. You get no verification veterinary records have been received. (BTW - Another irksome change with the company, is that they expect you to have all vet records to upload when you send the claim. What happen to the release where the company just requested them?). You cannot review the status of a claim. I have several pending over 30 days & all it says is reviewing. When a claim is paid, why no EOB in the record to review what has been paid. Forget trying to talk to customer service as you will get no one. I chose Pet Plan over many other companies over 10 years ago as they were rated excellent on their customer service. I found this to be true in all aspects until the last few years & it went down hill fast. If I could change companies I would & I will never be a repeat customer. This app alone is enough to make me change. Leo may be cute, but it is stupid for a professional app. Please spend your money on a real developer & leave cuteness for kiddie game apps. Do better or I will start e-mailing everything. The app is a pain.