Pet-n-Sur Anmeldelser 

They say how good insurance companies are can be judged at claim time. I have a 10 year old fit healthy dog who has been insured for 7 years with no claims. We have moved around a bit and she had always had her health checks and vaccinations. She ruptured her cruciate while running flat out on the beach and now I have to contact every vet for her entire life medical history before a claim can be considered. WHAT!!
I received conflicting advice about what and how to supply what they required, but after the rocky start and once all documentation was received the claim was accepted and processed very quickly.

Very pushy and money hungry.
I adopted a rescue cat and the Orphanage had her covered for 30 days after adopting her. Whether she'd been insured or not, when I was pet hunting I knew a cat would be a lifetime commitment and I had never planned to get pet insurance. It is easier and more flexible to put money into an on-call savings account, without the worries of premium rises or exclusion clauses.
I got a call out of the blue saying her insurance had matured and did I want to renew. I explained I had savings and did not plan to get any insurance it came with my cat when I adopted her. Then sales talk started... I said a number of times I wasn't interested as I had savings, then the woman got defensive that "It's been $1500 worth of cover and for only X amount this covered" blah blah. I let her ramble on and then said one last time "I have savings" she asked if she could do a follow up call and I said "No I will leave it" and she finally got the picture and sounded defeated and we ended the call.
Aside from never having planned to get pet insurance I have seen complaints in FB groups how people have gone to make claims with this company and they've been declined or premiums have shot up and were unaffordable.
If people want to take on a pet, they need to realise there will be vet bills etc and to plan and budget accordingly themselves and not blindly pay for insurance that most likely will find a way to get out of paying.

My experience with this company was good when the policy was being sold to me. Since then, getting in touch with the correct people has been a shocking experience. Phone numbers and email addresses did not match the company, apparently due to various companies under one umbrella. When you phone company A and are answered by a voice message from company B, the thought "is this a scam?" does occur.
Besides difficulty getting in touch, chaotic systems mean that the right hand does not know what the left hand is doing. As a result I received notification on the commiseration of the death of both my pets. Yet here my dogs were, right in front of me looking alive and well! Once the 'error' was recognised, it was only recognised in the case of one dog and not the other, which was presumably still dead!
Added to all of this, it turns out that a policy transferred to another pet does not count as insurance cover, even if you have paid all of the premiums. Cover is only provided from the date recorded by admin. OK, if that is so, then I should be refunded those payments up until the date the policy was considered transferred. Otherwise I was paying premiums for NO COVER. Who in their right mind would choose that option??
Now I can't even cancel my policies since I signed a contract agreeing to one year.
Planning to insure your pets? Think very carefully.

Would AVOID this company, we had a policy with them, the account number the premiums were deducted from never changed and there was never an issue with available funds, when I went to make a claim after 4 years of having the policy I was told that due to an internal system error on there behalf the policy was not in force and had been cancelled, there was no written communication from Petnsur to advise that our policy was no longer in force, as you would expect from any professional insurance company, and when I queried how this could have happened and how to rectify it, they were extremely unhelpful. I have since set up a new policy with Southern Cross, but unfortunately I am now not covered for a pre-existing condition that my puppy would have been covered for had Petnsur honoured the original policy that was set up. Extremely disappointing.

Absolutely awful service, terrible advice and just plain money hungry.
Twice confirmed my dogs particular problem would be covered under my policy (before I brought the policy and before I claimed) but then they won’t pay out when I claim.
Just scum

Pet Nsur is an absolute joke, Customer service is atrocious. I advised them I don't believe I was on the right cover as they responded to a cruciate is a condition, Didn't identify it as an injury. This concerned me enough to get them to call me, No call back, Request completely ignored. They don't answer the phone with a name and are extremely vague in regards to policy cover. The negligence of the customer service rep who responded to my request for call back, To which she completely ignored was enough for me to cancel my policy and go with southern cross pet insurance. Southern cross have been absolutely fantastic to deal with and explain anything in full, With a warm happy voice. COMPLETELY AVOID PET N SUR

similar experience to most of the other reviews. We are the stupid ones for joining this useless company and are now "contracted" to keep paying them for 12months.

We tried to cancel our insurance, but were told that its a 1-year policy, and we had to pay the whole thing. Fair enough.

Then, since we had to have the cover, we tried to claim. No, they said, you never signed a policy document. Sign it, and we'll pay.

So, if we never signed a policy document, there's no agreement, right? And nothing to cancel, surely?

They say that we had a "verbal binding agreement". If thats the case, why do they want me to sign?

Suspicious.

Absolutely the most disgusting people on the planet, The ONLY Insurance company I know of where you have to pay premiums for a dead pet. Their customer service is disgusting , they pay out on nothing, and they find every out in the book to not pay a claim.

These guys need to be taken to task and exposed for what they do

NEVER sign up for these ruthless rogues

Do not trust Pet n Sur with your credit card details - it will be an expensive mistake.

Got a month free insurance as part of adopting two kittens from Kitten Inn. One of the kittens started with a slight cough in the first week, deteriorating rapidly in the second week and ended up quite sick with pneumonia, costing us around $600 for blood tests, chest X-rays and antibiotics. Pet n Sur refused our claim because of their convenient 7 day exclusion for illness. We had three phone calls (from two different people) trying to persuade us to take out a policy, which we decided not to do for financial reasons. I felt they were quite pushy and the second person who phoned didn’t know we had already spoken to someone else and decided not to proceed. Not impressed and wonder if our claim might have been accepted if we had agreed to buy a policy.

I got pet insurance because I wanted to be prepared if anything terrible happened to my pets. They refused to pay out when my rabbit had loads of unexplained problems which were then shown to be related to some mysterious lumps in her body. They won’t cover any of it claiming that symptoms of diarrhoea had occurred before and is pre existing. Symptoms are not a diagnosed condition.
Then I have had many struggles trying to go through to them. Customer service is terrible. My vet tried to reason with them a the most experienced exotic vet in NZ but was unsuccessful. After cancelling my policy at the end of the year, I just found they have started to deduct money again. I called and they said they hadn’t but my bank says otherwise. Apparently they have to investigate first before they can do anything - this is so unacceptable and I doubt I will ever get a call back as per usual

We had our policy for awhile but never needed to claim. From the beginning it seemed not right... I never received policy documents, and their website account access is poor. Then we needed to cancel our policy. It took 5 phonecalls over 4 months, and each time I was told it was done, then I would get charged another premium. Which they refused to refund. I was told towards the end, that 70% of their calls go through an overseas call center (not that unusual), except those reps have no power to do anything. They have to log your call then email the head office. This was the excuse I was given each time; that sometimes the procedure doesn't work. Even when I spoke to someone at the head office, who aplogised profusely...I've never received any confirmation emails as promised. We'll see if I get charged again this month!!

This company are the pits. They recently told me that my account was in arrears because they were meant to take a payment in March (I got the dog and the policy in April). Then, there was confusion about when my 4 instalments were going to go out - and none of the people I spoke to appeared to have spoken to each other. So I said in writing that I wanted to cancel the policy. The very next day this company HELPED THEMSELVES to 190 from my credit card. So now I have paid for 6 months cover, despite owning the dog for less than 5 months, and they have quickly taken money when I tried to get out of their godawful company. Unfortunately, I spoke to a family member who had the same experience with PetNSur. They refused to cover his dog's injury and then when he tried to cancel the policy because he wasn't happy, they helped themselves to his money - several times! Basically, they are thieves. I am still trying to get my $ back and have had to cancel my credit card so that they don't steal more. AVOID!

We've been using PetnSur for over 3 years now and I have no complaints. Its easy to make a claim and they are very transparent with processing.

I was sent a renewal email and I told PetNSur I was having a look at some other companies and would let them know my outcome if I decided to renew. That day (16 April- 5 days before the old policy actually expired too! ) $808 was taken out of my credit card that they obviously had on file from last year. It is now 29 April and despite emails and 2 phone calls that money has STILL not been refunded. Not good enough. The person I spoke to blamed it on another department. But surely that "other department" would have had to have been given authority (by the account mgr who sent the initial email) to renew and take money? The girl who initially answered my call said " that's akin to leaving an open purse and someone stealing from it" Yep it sure is...! I guess the account manager just assumed I was going to renew and decided to go ahead and take the money (before the previous policy had ended I might add!) Funnily enough I would have actually renewed with PetNSur until this had happened. Instead, I went with another company. PetNSur this has lost you a customer!

If your pet dies during the term of the insurance, Petnsure enforce payment of the full premium. The parent company in Australia have dropped this cruel and erroneous practice.

They do not state this penalty explicitly in their terms and conditions. Nor would you be able to use the premium you continue to pay for another pet. It is simply that - a penalty.

If they stand by this in NZ, then why do they not state it clearly in the T&Cs? One can only assume its because they know it is questionable and that by not stating it explicitly they will capture more customers. It is logical that if the pet/person/thing being insurance is no longer in existence then insurance is not longer required. On every other occasion a refund of outstanding premium is made e.g. car, health if a person dies etc. It is simply expliotation and in particular exploitation of NZers. I have put in a complaint with the ombudsman and suggest others do to. As said, the company does impose this in other countries - what are NZers? Fools?

Beware of the early cancellation Policy charges agreement. :)
I took out the Basic cover and then decided to cancel the Policy. I was given the option to upgrade, but there is a four-month stand-down period before I would be able to make a claim.
Period of Cover
1. The Cover is for a term of twelve months from the Commencement Date. Where we agree that you may pay your premium on an installment basis, you are required to continue to make installment payments until the annual Premium is paid except where the Company cancels the Policy.
2. The Company reserves the right to terminate this Policy by advising the Owner in writing upon 21 days’ notice. If the Company terminates the Policy it will refund any unused premium for the term of the Policy, if any.
3. The Owner can only cancel the Policy at the end of a Period of Cover or any other time as long as the owner pays the Company the Annual Premium due to the Company during the Period of Cover. If the Annual Premium is not paid, we reserve the right to charge a $75 processing fee and default fees and collection costs to recover the Annual Premium. Any requests by the Owner to cancel the Policy must be made in writing to the Company.

Very Very Poor and disrespectful. Got 1 month free insurance as part of adopting via Kitten Inn however my Kitten got sick within the first week and didn't make it - Contacted Pet n Sur to cancel the policy and tell them what had happened. Got an email responding and saying "we are so sorry'" - however 3 weeks later got a phone call to ask how my Kitten was settling in - Unbelievable, they should have known my kitten had died. The lady said - I will update my system. 2 days later another lady rings and say's "How's your kitten settling in?" When I explained again that they should know that my kitten had died the lady just said 'Oh - well no one told me". DON'T USE THIS COMPANY

The team at Petnsur are always friendly and helpfully reply to emails promptly. Great customer care!