Complaints

This profile includes complaints for PTZ Insurance Services Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PTZ Insurance Services Ltd

  700 - 710 Dorval Dr Oakville, ON L6K 3V7

  
• 

  PTZ Insurance Services Ltd

  400 - 710 Dorval Dr Oakville, ON L6K 3V7

  

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.

• Initial Complaint

  Date:29/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In October 2023, our cat got sick with kidney disease. We underwent treatment and medication covered by the insurance policy. During the winter, our policy renewed for the following year. August 2024, our cat passed away due to the condition. When I attempted to claim the expenses for treatment, I was told that all expenses after renewal, during Winter 2024, were not covered due to it being a "pre-existing condition". It was treatment for a terminal illness that occurred while I had a policy with them and should not have been considered a pre-existing condition, even if it was diagnosed during the previous contract year. Some illnesses don't resolve within a year and should be covered for all treatments, similar to the first year it was diagnosed.
  
  After this experience, about 1 to 2 months ago, we decided to cancel the policies we had on our 3 remaining pets, 1 dog and 2 cats. I went into the online portal, clicked on each cancel policy button one at a time, and each time I received a notification saying it would be cancelled within the next 1 to 2 days. Earlier this month, we received mail saying one of the policies was cancelled and assumed the other 2 would be coming and didn't think anything of it since May was an extremely busy month for us. A few days go, however, my wife received an email about renewal of a policy and when I looked into it, only 1 had been cancelled, not the other 2.
  
  Following this, I called to ask them to cancel the other 2 policies effective the day I used the portal and I was told they couldn't do that and that it was my fault for not having screenshots showing I had cancelled the policies. I was also told I should've called earlier to confirm the cancellations had gone through since that's what the customer service representative would've done.

  Business Response

  Date: 04/06/2025

  Thank you for the opportunity to address
  the concerns shared with your office. We have responded to ****** *****
  directly.

• Initial Complaint

  Date:21/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  24petwatch has different rules at different times depending in agent! Found abandoned cat with microchip 90 days ago and owner phone dis connected. Kelly, Keith and several others told me i had to wait 90 days to transfer chip to me. Now they say they need letter from vet saying she is mine. Vet wont write letter says that she is still chipped to owner who likely died and left her out. Poor cat confined to a bedroom for 90 days waiting.... ***** ** ***** *** ************. Recent guy Colin tiday said i could have had it transferred first day with paying vet for letter. Cat suffers. I suffer. ***** ** ********* **** ** *********** ******.
  I want the chip transferred to me now. I cant get her adopted and need my room bavk. Hate to return her to outside where i found but thanks to 24petwatch.

  Business Response

  Date: 07/09/2023

  Hello *******,
  
  Thank you for taking the time to speak with. Once
  again, we appreciate your feedback and we apologize for the incorrect
  information that you were given the times you called in to speak about doing
  the transfer of registration for your pet. As mentioned, when someone is trying
  to do a transfer of registration into their name there is a process that we
  follow and there are documents that are needed in order to complete the
  transfer. This process and what documents are needed can be found on our
  website at www.24petwatch.com. The
  process that you were given over the phone was incorrect and we will be taking
  your feedback and experience and making sure that we are coaching our team
  accordingly in order to provide the correct messaging. As I confirmed with you,
  your pet is now in your name. I have also provided you with a complimentary
  Lifetime Protection Membership for both of your pets and have submitted an IT
  ticket that you have requested for ****. Once again, our apologies for your
  experience and we will continue to work towards taking your feedback and
  creating the best experience for you and our customers moving forward. Any
  further questions please visit our website at www.************** or give us a call at
  1-866-597-2424.

  Customer Answer

  Date: 07/09/2023

  
  
  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. However it does not change fact that 3 different reps advised me in 90 days cat would be transferred to me, no charge. I could have paid another co to do it early on. TY for consideration. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:08/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had my dog microchiped in 2010 with a microchip from 24Petwatch and purchased a lifetime membership. In April 2023, my dog had a dental procedure and they scanned her and the microchip does not read on the scanner. I have continued to reach out via phone and e-mail and my vet’s office (******* ****** Gallatin,TN.) has reached out multiple times since April 10,2023 for a free microchip replacement with no resolution. I need a solid answer. The bottom line is that my dog is not protected and I paid for a lifetime membership that is worthless without a functioning microchip. The customer service with 24 petwatch regarding this situation has been horrible to say the least. Again, I am seeking a resolution for my dog’s protection. Please advise.

  Business Response

  Date: 19/06/2023

  Hello Mr.******,
  
  Thank you for reaching out to us. We wanted to apologize for the inconvenience this has caused and for the experience you have had so far. We understand the importance of having a microchip implanted in your pet for the recovery and the lifetime protection membership that you purchased goes hand in hand with the microchip. We would like to resolve this for you as soon as possible so we will be sending an ISO microchip to your vet clinic at ******* ****** Gallatin, TN. Once the vet clinic receives this chip you will be able to make an appointment with them so they can implant your pet. Once that happens please reach out to us to we can update the information we have on your file so the microchip is linked with your pet and account for the lifetime protection membership. Once again, our apologies for the inconvenience this has caused.
  
  Any further questions please do not hesitate to contact us.

  Customer Answer

  Date: 28/06/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:17/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 submitted a claim on December 28, 2022 for a vet visit, the claim was approved January 3, 2023. My direct deposit information has been active and unchanged since i opened the account in 2017. The financial department has been able to remove my monthly payments without any complications, and has made dozens of excuses about their ability to reimburse through the same account. They sent a check to a former address after not updating it when i requested the address update over the phone. I’ve been calling consistently since approx January 10, 2023. Each time I’ve been told i should see the money in my account within 3-5 business days. I was told they were meeting issues with my direct deposit information, but i never received a concern about monthly payments not being made. I checked with my banking institution to understand why this issue might occur and they clarified that it’s impossible for the money to be removed from my account but not deposited. I still have yet to receive this money and my last call to them was February 8, 2023, where i was told for the 4th time that i could not speak to a supervisor of any sort and that i would be called back. I received a phone call back stating that the account “error” was resolved and i should see the money in my account within another 3-5 business days. It’s passed that timeline yet again, and i received 2 “claim completion” emails today. There is still no activity in my bank account from them reimbursing my funds for now 2+ claims.

  Business Response

  Date: 27/02/2023

  We apologize for the customer’s disappointment with
  their claim experience.
  
  The reimbursement for the claims in question was
  reissue to Ms. ****** via direct deposit. We
  apologize for any inconvenience.
  
  We encourage Ms. ****** to reach out to our office
  should she have any further questions or concerns.
  
  We thank the insured for taking the time to provide
  her feedback. We take our customers’ feedback seriously as we are constantly
  looking to improve our product and service offerings.

• Initial Complaint

  Date:11/11/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My dog had a microchip implanted recently. I tried registering the microchip number online but there was an issue, when I emailed about the issue I told I had to call in. When I called in I explained I didn't have a lot of time for the call and could they forward any forms to me to look over and the agent (Semiyah) said no it wasn't possible that everything had to be completed over the phone. The agent then walked me through setting up the account and instructed me that the final step was selecting one of two packages in order to complete the process. I ended up paying $99+ tax for the "lifetime package". I purchased this because the agent conveyed that this was the only way to ensure my pet's microchip would work properly. It was only after I paid that the agent emailed me more information about what I had just paid for, but by the time I reviewed it was after their customer service hours. I 100% did not have to pay the lifetime package fee to ensure that I got coverage and was sold this *********** by the agent. I immediately called first thing this morning and was told by another agent that they couldn't do anything to help me, only the agent that sold me the package could and she wasn't in yet. I have waited all day for a call back and nothing. I don't appreciate being tricked into purchasing that package and need a full refund.

  Customer Answer

  Date: 16/11/2022

  Thank you so much for following up on this.  They did process a refund for the full amount minus $1.50 for some reason.  I've attached a screenshot. I also just received a call from their customer service department to apologize. 

  
  

  I wanted to say thank you again. I am so grateful that the Better Business Bureau exists and you all do such a great job. It's nice to know that someone is out there protecting consumers rights and keeping companies in check to certain standards. Thank you for your help!

  
  

  ******