Our Thoughts on Pawp
Pawp is a telehealth service that supplements — but does not replace — a pet’s in-person veterinary care. Staffed by licensed veterinary professionals, Pawp provides 24/7 access to a digital veterinary clinic where pet owners in every state can seek advice via text or live video chats.
Pawp offers specialized services, with a focus on teletriage, in which a veterinarian determines if a pet’s issue needs emergency medical care through a virtual consultation. The company stands out from other telehealth and teletriage platforms because it has an emergency fund benefit, which reimburses one life-threatening event up to $3,000 each year. Pawp members can use this benefit towards one registered pet, although you can register up to six pets on your account.
Pawp is our pick for a pet insurance alternative because it offers an option for pets with pre-existing conditions, seniors not eligible for standard coverage, or pet owners seeking emergency coverage outside a standard pet insurance plan.
However, Pawp does not fully define the requirements to access the emergency fund, based on our review of its website. Some reviewers on the Better Business Bureau (BBB) and Trustpilot noted that emergency fund applications were denied despite following the procedures and rules outlined in their terms and conditions. Our team reached out to Pawp for comment on this matter but did not receive a response.
Pawp’s Plans and Pricing
Pawp delivers two primary benefits — a digital vet clinic and an emergency fund. Pawp bases its company entirely on a digital platform, so you must use the mobile app or desktop website to set up your account and sign in. Once you complete your pet profiles, you can use the digital vet clinic to get answers to your questions and gain access to the emergency fund. You can apply for emergency money following a 14-day waiting period.
Information about the emergency fund is readily available on Pawp’s website, and we found the chat feature helpful to get basic questions answered quickly. The company offers a short free trial period, so pet owners can decide if the plan’s services are right for them before financially committing.
How Much Does Pawp Cost?
Pawp has fixed prices, which means rates will not change based on pet type, age or location. Customers interested in the base digital vet clinic plan pay $99 annually, while those with the combined base membership and emergency fund pay $24 per month for up to six enrolled pets.
New members can sign up for a one-month trial membership before automatic payments kick in. However, some online reviewers said Pawp did not notify them about a policy’s upcoming renewal and issued unexpected charges. When contacting customer service to cancel, pet owners said Pawp told them the company has a strict “no refunds for any reason” policy. Our team reached out to Pawp for comment on its renewal policy but did not receive a response.
A Pawp membership costs less than most standard pet insurance plans. However, the app does not provide the same services or coverage as a pet insurance provider. Pawp is an alternative option for emergency coverage or for pets not eligible for traditional pet insurance.
What Does Pawp Cover?
Pawp is an alternative to pet insurance, offering a digital app and consultation service that delivers two primary benefits. The first is the “digital vet clinic,” which offers members 24/7 access to veterinary professionals. The second is the company’s emergency fund, which can reimburse pet owners for a single pet emergency per year. Pawp is not a pet insurance provider, but it can offer support to pet owners between in-person veterinary visits.
24/7 Digital Veterinary Clinic Access
All Pawp members have unlimited 24/7 access to the digital vet clinic, which serves as a teletriage and advice line. Licensed veterinarians and credentialed veterinary technicians with at least five years of experience staff the clinic, according to the company website.
Members can enroll up to six pets and fill out a profile for each one. To access the digital vet clinic, members can request a consultation in the app and wait to speak with a professional via phone, text, or video chat. Pawp states most members wait less than two minutes, although some reviewers cited longer wait times. We reached out to Pawp to learn more but did not receive a response.
Outcome-Based Care Plans
When pet owners first sign up for the plan, Pawp recommends scheduling a digital visit and speaking with a veterinarian about their pet’s overall health and well-being. Then, the vet can make personalized recommendations and create an outcome-based care plan that focuses on actionable health goals. Recommendations may include diet changes, exercise routines, behavioral enrichment and more.
Emergency Fund
A Pawp membership includes coverage for one emergency vet visit bill of up to $3,000 per household per year. Members can tap into the fund for one life-threatening emergency per year, such as a toxin ingestion, choking, a severe blockage, or a severe internal or external injury. However, a licensed Pawp vet must confirm the emergency before you can activate the fund.
Here’s how the emergency coverage works: If your pet has an emergency, hop on a video call with a Pawp vet, allowing the vet to confirm the urgency of your pet’s emergency and activate the emergency fund. Your pet must be visible in the video for a Pawp veterinary professional to triage its condition appropriately and provide specific recommendations.
If the Pawp veterinary professional recommends you seek in-person care for your pet’s emergency, you’ll have eight hours to visit a veterinarian for treatment. Once you finalize your pet’s paperwork and treatment is complete, you can submit a reimbursement application through the Pawp app. If the request is approved, you should receive up to $3,000 in reimbursement for the emergency vet bill.
Pawp’s Exclusions
Although the digital vet clinic is available for health-related questions about your pet, Pawp’s emergency fund does not cover non-life-threatening health issues. Exclusions include the following:
- Vaccinations
- Routine check-ups
- Non-emergency surgeries
- Dental cleanings
- Follow-up appointments
- Deworming
- Emergencies associated with pregnancy or breeding
Unlike standard pet insurance companies, Pawp’s emergency fund does not have restrictions on emergencies related to pre-existing conditions, as long as the issue qualifies as unexpected and life-threatening.
For a full list of coverage, exclusions and limitations, you can review Pawp’s terms and conditions.
Sign-Up, Claims-Filing and Payout Processes
Signing up with Pawp is straightforward, based on our experience. First, you can download the mobile app from your app store of choice and create an account. You can use the digital vet clinic right away, but the emergency fund requires a two-week waiting period. When you want to ask a question, request a visit in the app and wait for a veterinary professional to reply. You can use Pawp to ask everyday pet questions, get help when your pet is sick, check in about ongoing health issues or ask for a second opinion.
To use the emergency fund, pet owners must first contact Pawp and have a virtual consultation with a vet professional. If the expert determines in-person emergency care is warranted, they will activate your emergency fund and ask that you visit a vet within eight hours. After your visit, you must file an emergency fund application and upload all necessary documentation to receive a reimbursement of up to $3,000.
Pawp’s emergency fund comes with vague stipulations, based on our review. Some online reviewers said that despite following Pawp’s procedures and speaking to a vet professional before heading to an emergency clinic, Pawp denied their claims. Pawp includes language in its terms and conditions that allows claims-related decisions on a case-by-case basis. If you qualify for reimbursement, Pawp can send the money via direct deposit or check.
Pawp Waiting Periods and Age Restrictions
Since Pawp is not a typical pet insurance provider, the company is not subject to the same underwriting rules and conditions. So, Pawp can give access to the emergency fund for any pet, regardless of age or other factors. The company also accepts all pets, without restrictions on breeds or age.
Pawp members can use the digital vet clinic immediately upon signing up, but a 14-day waiting period applies before new members can use the emergency fund. If you leave the app and come back or have a lapse in payment, your account will undergo another 14-day waiting period.
| Provider | Trupanion | Lemonade | Spot | Embrace |
|---|---|---|---|---|
| Claim Turnaround | 5-7 days | 2-4 days | 5-7 days | 4-7 days |
| Accident Waiting Period | 5 days | 2 days | 14 days | 2 days |
| Illness Waiting Period | 30 days | 14 days | 14 days | 14 days |
| Cruciate Ligament Waiting Period | 30 days | 6 months | 14 days | 6 months |
| Age Limit | 14 years old | 14 years old | None | 14-15 years old |
What Customers Think About Pawp
To learn what customers think about Pawp, we read through Trustpilot and App Store reviews. We focused on App Store reviews specifically since Pawp offers services through a mobile app.
Pawp held 3.1 out of 5 stars on Trustpilot and 4.8 out of 5 stars in the Apple App Store as of March 2024. We created a list of what customers like and dislike most about Pawp based on our review.
What Customers Like
- Second opinions: Several reviewers appreciated getting a second opinion from a professional to help them make complex choices in their pet’s care.
- Chat transcripts: Customers liked that telehealth chat transcripts were saved and emailed to them for reference and later review.
- Quality of advice: Some pet owners using Pawp’s telehealth feature found experts were knowledgeable and helpful.
- Compassionate care: Customers found the veterinary professionals on the app to show compassion for their pets and situations.
- Peace of mind: Anxiety-ridden pet owners noted that having access to a vet professional 24/7 helped ease their minds any time a concern popped up.
What Customers Don’t Like
- Automatic renewals: Many reviewers mentioned they did not receive a notice about upcoming renewals and associated charges.
- Problems with cancellation: Customers said cancellation is difficult and confusing, which led to charges after they no longer wanted services.
- Refund policy: Pawp has a strict no-refunds policy, which frustrated pet owners who struggled to cancel or, in some cases, did not know they were signed up for coverage in the first place.
- No contact number: Some customers cited difficulty reaching customer service because a contact phone number is no longer available.
- Claims denial: Some pet owners said their claims for the emergency fund were denied.
Our team reached out to Pawp for comment on the above-listed negative reviews but did not receive a response.
Pawp vs. the Market
Pawp is a non-insurance digital app that can help support pet owners with emergency care or offer general veterinary guidance. While Pawp can reimburse costs for life-threatening emergencies, its service is different from traditional pet insurance.
See how Pawp measures up to traditional pet insurance providers below.
Frequently Asked Questions about Pawp
You can reach Pawp’s customer service and support team through the live chat function on the company’s website or by emailing support@pawp.com with your questions.
While you can access the digital clinic immediately after signing up, you must wait 14 days after beginning your subscription before you can access the emergency fund.
No, Pawp coverage only applies to cats and dogs. However, each membership can cover up to six dogs or cats in one household.
No, Pawp does not ask for your pet’s medical history when you sign up for a membership. However, you can upload your pet’s health certificate to your Pawp account to help you keep track of its health.
Yes, Pawp can work with any licensed veterinarian in the U.S. However, you must initiate an emergency video visit with a Pawp veterinary professional for immediate medical advice and real-time triage before your pet is eligible for reimbursement.
In certain extreme medical situations, members may seek care before speaking with a Pawp veterinary professional. However, in these cases, you still must submit an emergency fund application and clarify what prevented you from completing a Pawp visit before receiving care.
Why Trust Our Review
We at the MarketWatch Guides team aim to provide pet owners like you with factual, unbiased reviews and information on the pet insurance industry. To connect you with companies that offer the best coverage and customer experience possible, our research team has conducted an in-depth analysis of the best pet insurance providers nationwide. We have analyzed and compared 27 pet insurance companies — from larger players such as Nationwide and Embrace to relative newcomers like Lemonade and Spot. This also includes pet insurance alternatives, such as Pawp.
Learn more about how we rank and score providers using an objective rating methodology.
If you have questions about this page, please reach out to our editors at editors@marketwatchguides.com.
