ASPCA Pet Health Insurance Review and Pricing (2024)

Customizable Coverage Options

ASPCA Pet Health Insurance plans allow pet owners to choose from three deductibles, three reimbursement rates and four annual coverage limits. The number of customization options available is average compared to other providers. However, these options are available regardless of your pet’s age, which is not always the case — some competitors limit coverage customization as a pet gets older.

Sign-up, Claims Filing and Payout Processes

Signing up for an ASPCA Pet Health Insurance plan takes only a few minutes. Its online quote tool is easy to use and clearly explains the available options. Here is a general overview of the steps involved in signing up:

Step 1: Enter your pet’s name, species, breed, age and ZIP code into the quote tool.

Step 2: Choose the complete coverage or accident-only plan.

Step 3: Customize your deductible, reimbursement rate and annual limit.

Step 4: Choose or decline a preventive care plan.

Step 5: Review your plan, enter payment information and start the waiting period.

If you have questions about the plans or how pet insurance works, the company displays links on the sign-up screen to read more about plan inclusions and exclusions. You can also read a full sample policy. However, the sample policy may not display state-specific details. 

Claims Filing and Payouts

After your pet’s enrollment, you can use the company’s mobile app to manage your account, file claims and see payout statuses. To file a claim, open the app, choose the “submit a claim” option, answer a few questions, snap a photo of your invoice or upload a digital version, and hit “submit.” Alternatively, you can download a claim form and submit it via email, fax or mail with your invoice. 

Although claims submission is fast and easy, our analysis of customer reviews on the Better Business Bureau and Trustpilot revealed that processing times could take up to 30 days or more. To receive reimbursements, you must pay your veterinarian at the time of service, file a claim and wait for processing. Long wait times can create financial strain for those on a tight budget. Additionally, some customers cited denied claims and protracted processing that resulted from the company losing documents or requesting duplicates.

That said, many customers praised the reimbursement process, stating they received the right amount according to their policy. The company will calculate reimbursement first by excluding non-eligible expenses, subtracting the deductible and then applying the reimbursement rate to the remaining amount. You can receive reimbursements via direct deposit or paper check.

ASPCA Pet Health Insurance Waiting Periods and Age Restrictions

Pet insurance does not cover pre-existing conditions or injuries or illnesses that began before the policy’s start date. Insurers enforce waiting periods to prevent fraudulent claims. Some plans have separate waiting periods for accidents, illnesses and orthopedic conditions. However, the ASPCA Pet Health Insurance plan imposes a 14-day waiting period for all conditions.

While a 14-day waiting period for orthopedic injuries compares favorably to competitors’ six-month waiting periods, 14 days is longer than average for accidents. Lemonade, for example, only has a two-day accident waiting period. Wellness plans do not have waiting periods, so you can use your preventive care benefits right away.

ASPCA Pet Health Insurance does not deny or change coverage for pets based on age — a bonus for senior pet owners. However, premiums can still increase each year because insurance is based on probability and risk. The older your pet becomes, the more likely it is to require costly veterinary care, which results in higher premiums.

What Customers Think About ASPCA Pet Health Insurance

To get a sense of what customers think of ASPCA Pet Health Insurance, we reviewed reviews on Trustpilot and compiled a general list of what customers like and dislike about the company.  

What Customers Like

• Sign-up process: According to customers, the website sign-up process is simple and fast.
• Cost: Customers said they found prices more affordable than competitors offering similar coverage.
• Transparency: Customers noted their appreciation of ASPCA Pet Health Insurance’s straightforward coverage and exclusion lists available on sign-up.
• Association: Customers said they like the insurance company’s association with the ASPCA organization.
• Time-saving app: Customers like using the app to submit claims, which saves them considerable time.

What Customers Don’t Like

• Claims processing times: Reviewers complained that processing can take up to 30 days or more.
• Communication: Many customers feel they did not receive adequate communications or updates regarding their claims.
• Lost documents: Several customers expressed frustration that documents from their veterinarian were never received to support the claims process. 
• Denied claims: Some customers were confused about why their claims were denied.
• Customer service: Although customer service representatives were helpful and friendly, customers reported difficulty reaching an agent with long hold times and multiple attempted calls.

When we asked ASPCA to provide a comment on the negative reviews included in this article, we received the following response: 

“Providing high-quality customer service is always our top priority, and we strive to exceed our customers’ expectations,” said Anna Clarke, the company’s senior director of brand marketing. “We have increased our claims processing and customer service capacity and improved average claims processing time to three-and-a-half days. We will continue to evolve our offerings and service to best serve our customers and their pets.”