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Business Profile

Pet Insurance

Pawp, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Insurance.

Complaints

Customer Complaints Summary

  • 137 total complaints in the last 3 years.
  • 33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/17/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Over two weeks ago, my service dog experienced a severe medical emergency necessitating a several day hospitalization. Under Pawps terms, I filed a request for reimbursement of the initial emergency visit ($1954.38), which after many emails to Pawp senior management was approved by their Claims Administrator, Golden State. Payment was accepted by me on Wednesday, April 9, 2025, to be paid via electronic bank payment and I was advised I would receive said payment in 3-5 business days. As of todays date, all emails to senior management have gone ignored and I am being advised that I may receive a check via ***** even though this was supposed to be paid via bank transfer as I provided all my banking information. Pawp utilizes unethical business practices, outright ignoring their paying consumer until one escalates matters to senior management, government agencies for consumer protection and other avenues with grossly subpar service. At this stage I demand my payment via electronic payment as promised on 4/9/25, prior to further consumer actions and engagements. This service to date has been deplorable at best, and I request immediate payment of my claim as advised today April 17, 2025.

    Customer Answer

    Date: 04/24/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ****** ********



     

  • Initial Complaint

    Date:03/26/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Wish I had looked into reviews for Pawp before I started paying for their emergency service. Their customer service is C*** You can't get a hold of a live person, and the "chat" is ridiculously slow to respond, if they ever do. They refused my claim for "missing documentation" but they didn't tell me WHAT was missing. So I'm in the chat right now, and ****** told me they'll submit my case to another department, which will get back to me in 4 business days--by then, my claim will have been rejected! I want my money refunded IMMEDIATELY.

    Business Response

    Date: 04/15/2025

    To whom it may concern, 

    Thank you for taking the time to reach out. All messages were responded to in a timely manner, and we consider this matter closed. 

    Sincerely,

    Your Pawp Team 

    Customer Answer

    Date: 04/15/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ***** ******



     

  • Initial Complaint

    Date:02/26/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Apparently I inquired about services back in november of twenty three. I never used services. I was charged at ninety nine dollar fee , november of twenty four. I initially reported fraud on my credit card . I did not see any email about.Canceling services with this company. After we realized this was not fraud with my credit card company, I contacted p.AWP.About their services and Canceling as i'm not interestated in services. They basically told me too bad. This is a complete scam as I am not using services. I ********** my ninety nine dollars refunded.

    Business Response

    Date: 03/01/2025

    To whom it may concern, 

    Thank you for reaching out to us regarding your recent transaction.

    We understand that you are still seeking a refund, and we appreciate you bringing this matter to our attention. We want to assure you that we thoroughly investigated the matter, and based on our findings, the transaction dispute was resolved correctly in our favor.

    Our team carefully reviewed the transaction and found that the membership was not canceled before the trial conversion date and time, nor did you provide evidence to us that a cancelation was submitted before the trial's end. Based on this evaluation, we determined that the initial resolution was accurate and fair.

    As outlined in our terms and conditions, once a transaction dispute is resolved, the decision is considered final. We appreciate your understanding of our policies and procedures in this matter. While we cannot process a refund for this particular transaction, we are more than happy to assist you with any other questions or concerns you may have. Please feel free to reach out to our Support Team at ************************************************************.

    In the meantime, you can access your membership benefits at any time through the current billing period via the Pawp app.

    Sincerely,
    Your Pawp Team 

  • Initial Complaint

    Date:02/12/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I cancelled my Pawp account they still charged me the $99

    Business Response

    Date: 02/21/2025

    To whom it may concern, 

    Thank you for taking the time to reach out. This charge has been refunded, and we consider this matter closed. If you have other questions or concerns, don't hesitate to reach out to *********************************** . 

    Sincerely,

    Your Pawp Team 

  • Initial Complaint

    Date:02/08/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to dispute the charges from Pawp as I repeatedly left messages for them that went unreturned and let messages for them in the chat section as well as via their website, email, etc. I already had coverage via a membership I had. Furthermore, they do not seem to provide the coverage and do not return calls, etc. They did not return calls when I had a membership with them in the past and paid the monthly membership fee. I am concerned that if there was an emergency, etc. there would not be anyway to obtain coverage, etc. I have tried to work things out with this company, however, there is not a way to do so since I just keep getting messages that "someone will get back to me" yet they never do. This could constitute bad faith and unfair business practices along with consumer law issues. I will file with the ************************ should this not get resolved. I am asking for a refund of my money as I attempted to cancel a trial membership that I never should have had to have since I already a membership with Pawp that is free via ******* Plus but they kept taking me off of it. This is a billing issue that they refuse to resolve. Ref: Consumer Laws, False Advertising and Fraudulent Misrepresentation, ******************** ******

    Business Response

    Date: 02/12/2025

    To whom it may concern, 

    Thank you for taking the time to reach out. We're sorry for any confusion or inconvenience here. Our Team has responded to your transaction dispute, and that dispute is currently being processed by your financial institution. If you have any additional questions or concerns, don't hesitate to reach out to *********************************** We're available Monday through Friday, 9AM to 9PM Eastern Time. 

    Sincerely, 

    Your Pawp Team 

    Customer Answer

    Date: 02/15/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Thank you for doing the refund, however, I am still supposed to be able to have a membership via my ******* membership and you keep locking me out of the portal. There is really no way to get ahold of anyone if there is a problem which is why I had to go to the BBB. The chatbot is not always able to help. Please let me get back into the portal so I can use it. You advertise this membership. I think that this is only fair. This would be under my old email address. Thank you.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ******




     

    Business Response

    Date: 02/21/2025

    To whom it may concern, 

    Thank you for taking the time to reach out. We apologize for any inconvenience or confusion here. You would need to redeem the offer at *********** in the ******** Benefits Portal. We cannot reactivate this membership on your behalf. If you have additional questions or concerns, please don't hesitate to reach out at *********************************** Our Support Team is available Monday through Friday, 9AM to 9PM Eastern Time. 

    Sincerely,
    Your Pawp Team 

  • Initial Complaint

    Date:02/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been paying pawp insurance for 3 years for my pets. I had a pet that showed signs of needing care. It was an emergency but PAWP asks you to speak with a provider through them. I did and they recommend care after regular hours at an emergency clinic. I went and the clinic wanted $10K deposit. I drove to several others knowing I did not have the money upfront. At midnight I drove him and took ***** to my vets at 6am waiting for them to see him. He was given blood transfusion and surgery and died in their care. I made a claim 2 months ago and have now been denied the $600 b/c ***** saw my vet and not there outragous one the next day.

    Business Response

    Date: 02/12/2025

    To whom it may concern, 

    Thank you for taking the time to reach out. We apologize for any confusion here. Please refer to your coverage determination letter for the specific reason of your claim denial. If you have any other questions or concerns, please don't hesitate to contact our Support Team at *********************************** They're available Monday through Friday, 9AM to 9PM Eastern Time. 

    Sincerely,

    Your Pawp Team 

  • Initial Complaint

    Date:01/30/2025

    Type:Product Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company does whatever they want and doesn't follow their own policies or respect customers. They deleted my account without valid reason and against policy. They did not receive the required and requested info from me to legally delete my account.I simply sent this company an email trying to find out if it was legit and told them that if you value profit over fairness then simply delete my account. They didn't even respond to that and just went right to deleting my account. They refuse to address any concerns or answer any questions. When I went to add my pets profiles that turned into an assessment without my knowledge or consent. I tried to call the company and they sent me a text as the phone was ringing telling me to reach out with this link to their chat support. This company is definitely up to no good.

    Business Response

    Date: 02/03/2025

    To whom it may concern, 

    Thank you for taking the time to reach out. You can view our Privacy Policy at ************************************************* or visit *************************************************************** to answer any of your membership-related questions. If you have any additional questions or concerns, we can be reached at ********************************** Monday through Friday, 9AM to 9PM Eastern Time. 

    Sincerely,

    Your Pawp Team 

    Customer Answer

    Date: 02/04/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     This is an invalid response. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ****




     

    Business Response

    Date: 02/05/2025

    To whom it may concern, 


    Thank you for taking the time to reach out. You can view our Privacy Policy at ************************************************* or visit *************************************************************** to answer any of your membership-related questions. If you have any additional questions or concerns, we can be reached at ************************************************************ Monday through Friday, 9AM to 9PM Eastern Time. 


    Sincerely,
    Your Pawp Team 

    Customer Answer

    Date: 02/06/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     

     Same dismissive response.

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ****




     

  • Initial Complaint

    Date:01/22/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/23/24 Pawp charged me a $99 annual membership renewal fee for their subscription service without my consent, even though I had already canceled my membership prior to that. I do not have access to any of the app's services when I log into my account (because it was CANCELED), and they refuse to refund me the $99 they charged me. Going forward I want nothing to do with this app or the people who run it, I just want my money back for my canceled membership, which still only gives me the option to "join today!" when I open up the app, thus proving that it was canceled. They refuse to acknowledge this and claimed they couldn't find my account when I provided my information, yet they had no issue charging my payment information for the renewal fee that they supposedly have no record of. I do not have an account/order/tracking number to provide as I was given no receipt of my payment. This is clearly an extremely dishonest company that thinks they can scam people and get away with it. I would like my $99 refunded and I would like them to stop retaining my card information on their end so that this does not happen again in the future.

    Business Response

    Date: 02/12/2025

    To whom it may concern, 


    Thank you for taking the time to reach out. We apologize for any inconvenience or confusion here. Your dispute from your financial institution is currently being processed by your bank, and we're unable to take any action on this transaction until the completion of that process. If you have additional questions or concerns, please don't hesitate to reach out at *********************************** Our Support Team is available Monday through Friday, 9AM to 9PM Eastern Time. 


    Sincerely,
    Your Pawp Team 


    Customer Answer

    Date: 02/18/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     

     Saying "Your dispute from your financial institution is currently being processed by your bank, and we're unable to take any action on this transaction until the completion of that process" does not resolve my issue nor does it show the company accountability on their part, and until I hear back from my credit card provider stating the dispute has been settled in my favor I would like to keep this case open as this would be my only other method of taking action.

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ****** ******




     

    Business Response

    Date: 03/15/2025

    To whom it may concern, 

    Thank you for taking the time to reach out. It looks like our Support Team has answered some followup questions for you, and you should have access to your account. If you have additional questions or concerns, don't hesitate to reach out to ************************************************************. 

    Sincerely,

    Your Pawp Team 

    Customer Answer

    Date: 03/18/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ****** ******



     

  • Initial Complaint

    Date:01/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ive been charged for a service that i did not want nor signed up for

    Business Response

    Date: 02/12/2025

    To whom it may concern, 

    Thank you for reaching out to us regarding your recent transaction.

    We understand that you are still seeking a refund, and we appreciate you bringing this matter to our attention. We want to assure you that we thoroughly investigated the matter, and based on our findings, the transaction dispute was resolved correctly in our favor.

    Our team carefully reviewed the transaction and found that the membership was not canceled before the trial conversion date and time, nor did you provide evidence to us that a cancelation was submitted before the trial's end. Based on this evaluation, we determined that the initial resolution was accurate and fair.

    As outlined in our terms and conditions, once a transaction dispute is resolved, the decision is considered final. We appreciate your understanding of our policies and procedures in this matter. While we cannot process a refund for this particular transaction, we are more than happy to assist you with any other questions or concerns you may have. Please feel free to reach out to our Support Team at ***********************************

    In the meantime, you can access your membership benefits at any time through the current billing period via the Pawp app.

    If you have additional questions or concerns, please don't hesitate to reach out at *********************************** Our Support Team is available Monday through Friday, 9AM to 9PM Eastern Time. 

    Sincerely,
    Your Pawp Team 


  • Initial Complaint

    Date:01/03/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Im not sure of the bribery tactic they used but apparently I signed up for a free trial for some kind of pet membership . I never received any product or services from them but they charged my credit card ******

    Business Response

    Date: 01/07/2025

    To whom it may concern,

    Thank you for reaching out to us regarding your recent transaction.

    We understand that you are still seeking a refund, and we appreciate you bringing this matter to our attention. We want to assure you that we thoroughly investigated the matter, and based on our findings, the transaction dispute was resolved correctly in our favor.

    Our team carefully reviewed the transaction and found that the membership was not canceled before the trial conversion date and time, nor did you provide evidence to us that a cancelation was submitted before the trial's end. Based on this evaluation, we determined that the initial resolution was accurate and fair.

    As outlined in our terms and conditions, once a transaction dispute is resolved, the decision is considered final. We appreciate your understanding of our policies and procedures in this matter. While we cannot process a refund for this particular transaction, we are more than happy to assist you with any other questions or concerns you may have. Please feel free to reach out to our Support Team at ************************************************************.

    In the meantime, you can access your membership benefits at any time through the current billing period via the Pawp app.

    Sincerely,

    Your Pawp Team 

Pawp, Inc. is NOT a BBB Accredited Business.

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