Petplan Reviews

Updated Jul 10, 2020

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3.4
58%
Recommend to a Friend
65%
Approve of CEO
Petplan President and CEO Paul Guyardo
Paul Guyardo
17 Ratings
Pros
Cons
  • "He’s only trying to put as much money in his own pocket as possible(in 5 reviews)

  • "Training is completely inadequate - you will get two completely different answers from two supervisors(in 4 reviews)

More Pros and Cons
  1. Helpful (4)

    "More Opportunity and Growth In 2020"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Sales 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Petplan full-time

    Pros

    I appreciate the professional transparent approach to planning, and executing goals. CEO has hired some terrific new managers with excellent experience. Departmental accountability is helping build teams. Positive pet friendly office with a team of supportive employees.

    Cons

    Company is still facing tech challenges as older systems are being upgraded and replaced. More diversity in management positions is needed.

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  2. COVID-19
    Helpful (1)

    "Doesn't always do the right thing"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Company Representative in Philadelphia, PA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Petplan full-time for more than 3 years

    Pros

    *Everyone up to the Director level actually cares about their employees. Unfortunately, that means they're also fighting constantly for them because most people above that, especially those with 3 letter titles, say they care but make decisions that say otherwise. *You get to work from home but you have to be good at your job it will be noticed if you slack off. *Our COVID response was fantastic. We immediately went full 100% remote, released surveys on whether people wanted to come back to the office or not, and are basically indefinitely remote now until we feel safe. We also get extra days of sick leave that does not count against your PTO/normal sick days if you are c19 positive. We did fire a few people during the pandemic though, which probably could have waited. *Most employees here are the coolest people ever. You're going to meet your best friend for sure or maybe a roommate. All of these people you want to "have a beer with". I'm sure remote culture now will change that but that's how it is in person. *LGBTQ+ !!! We are HIGHLY accepting of this and encouraging. We are also pro Black Lives Matter. We celebrate and respect your pronouns. ****the main reason to work here: get your sales license or claim adjuster license! This can lead to a ton of future opportunities outside of the company. From service you'll go to Retention and get licensed. You can also go to Sales. As an adjuster you'll have to have vet tech experience then we will license you. Petplan is NOT a place for a career but it is a place to start one if you're smart. *This place still wants to give great customer service to people and that is something that is celebrated. For now. The culture is unfortunately shifting to more of a cold, insurance company. We tend to be a "see-saw" over the years where we are either at one extreme of something or another(regardless of the topic).

    Cons

    *Right now is very busy - we are understaffed in the call center (sales and service) and have 10-50 calls in queue at all times. The other day there was 100 calls. Luckily there isn't a push to keep calls under a certain time. We are asking our teams to do impossible tasks like clear those queues though, work extra hours, work in other departments, and answer 100 customer emails per hour. Adjusters have to do about 100 claims per day right now with researching the medical records. The ask of the employees is just crazy. 6 people walked out over the past month in service alone, which has never happened before. I'm sure more are leaving. *The changes that are coming in the next 8 months are significant and not in a good way. rumor is a new system is coming this fall or before next year. *There are no career opportunities to grow unless you get your sale license and leave. *Last year 5 employees told me "I was promised a huge raise or a bonus and then when December came around they told me they didn't know what I was talking about." - NEVER do anything without getting it in writing. This company literally hopes you are ignorant enough to screw you over like this. *If you do get an opportunity it will be taken away soon. This has happened to multiple employees, especially over the past year (myself included). But we rapidly hire from outside the company for positions without ever offering them internally. *You're going to have to memorize and understand 4 different versions of the Terms and Conditions and explain claim outcomes in service. You're basically a claim adjuster without the pay. Claims adjusters just have to know the info but we never have to speak to a customer. Why was my $8k claim denied and now my dog has to be put down? - it's your job to answer that in service. *You may get different answers from different supervisors or managers. *A lot of things are disorganized. Our promotional programs are all over the place, gift cards sometimes aren't sent out, we don't have official processes for things, our Marketing department constantly posts wrong things in articles and online about our plans and coverage, and the relationships we build with other companies are confusing and we never know how to handle issues. *We live off of spreadsheets. *The quoting tools for service sometimes work. They misquote people all the time. *Our technology is behind in the times. We don't have an app that works. We are not PCI compliant. Our website isn't secure. We honestly don't care about peoples privacy it seems. We don't have ACH and we can't even reflect taxes and fees correctly on people's accounts and payments. We incorrectly charge people constantly and sometimes it's thousands of dollars. Again, all things that our call center Happiness Managers have to explain and fix. *We keep building our own systems instead of buying things out of the box. If we do buy something out of the box we demand the company customize things for us. That's why the systems don't work properly. *policy premiums are over $10,000 for pets. That's very real for older pets. It's crazy. How do you explain that? *HR is kept in the dark and people are moved between departments or given more jobs without title or pay changes. Managers intentionally hide this from HR with promises to the employee that they'll get a new position/pa, which never comes and now you're stuck doing two or three jobs. Some Managers know most employees are young and ignorant and are afraid or don't know how to negotiate and stand up for themselves and take advantage of that. HR didn't even know that one person was moved to another department "officially" for like 8 months.

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  3. Helpful (5)

    "Liking The New Direction"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Finance in Newtown, PA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Petplan full-time for more than a year

    Pros

    I’ve been at the company for a year. In that time, a lot has changed for the better. For starters I’m seeing more women in leadership roles. Keep it coming. The company is growing. Who doesn’t like that?! New owners came in late last year and there have been a lot of meetings to improve outdated technology. Fingers crossed.

    Cons

    Company systems desperately need an upgrade. A lot of manual work to get the job done.

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  4. "Ok job but not paid enough"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Claims Adjuster in Newtown Square, PA
    Neutral Outlook

    I worked at Petplan

    Pros

    The managers are friendly and flexible with time off and changing schedules when needed

    Cons

    The pay. Its not close to enough for everything you’re expected to do. They would keep employees a lot longer if they just paid them more. A lot of my coworkers had to work overtime to get by. The computer systems only work half the time, their old and slow and they talked a lot about fixing them but it never happened.

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  5. "New owner and new leadership is destroying the company culture"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Petplan full-time

    Pros

    - Friendly co-workers and everyone willing to help each other - Bring pet to work When I first joined the company at the end of 2018, it was a very friendly and family feel working environment, everyone is working towards the same goal, and you can feel the positive and happy energy in the office. Everyone works hard, and truly enjoy their job.

    Cons

    Since the board of directors fire the co-founders of the company, and getting bought by private equity firm, along comes the new executive team, things changed dramatically. You can definitely feel the negative energy starts to roaming, and people begin to either leaving by force or leaving voluntarily due to the uncertainly of the company and the future of the company. And there is none communication exists from the upper management, leave the people in dark. Initially promised no layoffs also got broken in last week, when the first wave of people got laid off and let go on the same day of notice, the whole situation was handled very unprofessionally. The new execution team has no mercy and no emotional attachment to their hard working value-add employees, how has been worked there for years, and made major contribution in one of the largest and most complex project in order for the company to be successful for years to come.

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  6. Helpful (5)

    "So far, so good..."

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Happiness Manager in Newtown, PA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Petplan full-time for less than a year

    Pros

    Work from home. Friendly environment. Free Food. Teamwork.

    Cons

    Need more opportunity to earn bonuses or pay.

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  7. Helpful (5)

    "The Right Direction"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Finance Specialist in Newtown Square, PA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Petplan full-time for less than a year

    Pros

    Management is making much needed positive changes. Excellent work environment, pet friendly office and work at home flexibility. New Management is making good decisions to turnaround and grow the business. Refreshing to work on a team open to new ideas.

    Cons

    Change has been difficult for some to accept, but the competition is gaining tremendous steam and if Petplan doesn't change it will be left behind.

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  8. Helpful (1)

    "Avoid like the plague"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Happiness Manager in Newtown Square, PA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Petplan full-time for less than a year

    Pros

    Some great coworkers, nothing else.

    Cons

    Lousy pay, no team work period, rules don't apply to everyone.

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  9. Helpful (5)

    "Rapid Growth"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Petplan full-time for less than a year

    Pros

    The company is growing faster than ever. CEO and Sr Leaders are very transparent and tells it like it is. People are being held accountable. Empathy is more important than how many calls you handle. We are allowed to build relationships with customers. Work from home is a great benefit.

    Cons

    Many systems to use to perform job. They need to be updated. If you are not willing to work hard, don't come here. You will be held accountable for hitting your numbers if you don't you won't get the perks.

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  10. Helpful (5)

    "Too focused on making money"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Newtown Square, PA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Petplan full-time for more than a year

    Pros

    Work from home, pets in office

    Cons

    This used to be an ok, even kind of fun place to work. Everything changed once the founders were kicked out. The new CEO is only focused on making as much money as possible. Which might be fine if any of the money was going back to the employees, but it’s not, he and his buddies just want to give themselves higher paychecks. They wouldn’t even give us the measly $50 Christmas gift cards last year. The good reviews on here are either fake, or written by the upper level employees/managers who literally sit around shopping and scrolling Facebook all day. We have a website that works 50% of the time, an app that works maybe 10% of the time, constantly understaffed, low morale, really high turnover, tons of angry customers, but no one cares as long as they’re selling more policies. The supervisors have no idea what they’re doing, there’s basically no communication about anything. I even regret getting insurance for my pets with petplan, now that they’re decreasing coverage for people who have too many claims, plus there’s a 100% chance that the CEO is just trying to make the company look profitable so he can sell it.

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Found 81 reviews