petolo Reviews 

Uploading documents is uncomplicated and the refund is very quick. Thank you!

Very good insurance!I have two cats ,so I need to have this insurance!
They are answering any my cuestion in short time!

Update on Aug 2: Of course I have submitted all the documents that exist - that's what I have been saying the entire time. Yet, another follow up that is in line with "let's make this person prove something that doesn't exist" loop.
I adopted her and got her a passport in Turkey so she could get her titration test done (relevant details in the scanned passport, already shared) and could travel - she came here in 2023 (few months after adoption + blood tests, in line with EU & non-EU travel policy for pets), the vet in Berlin transferred her Turkish pet pass to the new EU pet passport. That's her usual vet and the patient file I shared which you so callously called "1 treatment" includes all her 3 visits done in that year with their details and is already shared with you.
And I chased down the other vet for weeks to get that 1 additional document about that 1 visit (2024, vax) because you didn't accept their email confirmation as a valid confirmation, or the option to reach out to them directly to confirm the cat's health - so I had to do multiple backflips to get that one visit's note about a regular vaccination.
And, after I submitted that one, we got to the start of this 10th circle of hell: SUBMIT ALL DOCUMENTS... There is no other document.

And, still it is so NOT expected that anyone will ever satisfy the criteria, even in the response here on Trustpilot, this remark was added around the closing remarks: "If there are indeed no other veterinary records available, please let us know briefly. This will allow our colleagues to evaluate your case accordingly and coordinate the next steps with you."

THERE ARE NO MORE DOCUMENTS. THIS IS THE END OF THE LINE.

I hope this helps clarify any confusion.

my original post is as is, below.
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I have submitted all the requested documents from every vet my cat has seen, in a timely manner, and for over a month I've been getting the same canned "submit all docs" response.

Timeline:

June 18 night & June 19 morning: I noticed my cat making odd movements around her kibble and pawing at her teeth. Took her to a vet (June 19), who determined she needed "Zahnsanierung" (dental surgery) and booked her for July 7th.
July 7: She had the surgery. It turned out to be more than discomfort of gums, she had 5 impacted teeth (invisibly damaged from inside, visible in x-ray), which were removed.

Documents I submitted:

- Her entire pet pass scan
- Her usual vet's full file/visit history
- A note from another vet confirming they treated her only once, for a routine vaccination, and she was healthy at the time
- The new vet's full diagnosis and treatment records from the surgery

Despite all of this, I keep getting the same "all docs" response, with an ever-expanding list that's starting to feel less like an actual checklist that exists somewhere and more like a conceptual, God-like thing.

I've already submitted everything they've asked for. My cat just turned 5 and I adopted her from Turkey, and brought her here 3 years ago by going through the extensive health checks, blood tests and vet reports etc. that is applied to all cats coming to EU from non-EU countries. There is no more docs to submit, this cat has been a healthy cat.

Welcome to the pyramid scheme of 2020s: pet insurance, where they milk you ever so slightly, and probably just hire 10 customer support reps to send canned answers and keep the company running.

I receive full reimbursement following appointments, including this current one, they asked me to review. I had a vet emergency with my cat and had to take her to 24/7 care. I submitted the invoice and the payment came through quite quickly after.

My only issue at the minute has been trying to get a prepayment on recommended medical treatment - which I was assured on their sales call that a premium membership includes. It feels reassuring to have the prepayment in place for a larger procedure. In this case it's a neutering. Being informed that you can submit an invoice pre-emptively and receive reimbursement - and then, not being able to do so, has been somewhat confusing. I do hope this can be rectified - will obviously change it to a 5 star rating in case this promise is upheld!:)

don't be fooled, its a well run insurance business. you really have to read thorough thorugh the contract. if you think all is covered cause you got an insurance read again, they covered themself with a first 2-year limit and you gonna pay a lot, cause in my experience these are the most expensive years concerning vet treatment. they've really thought this through. after that 2 years they raise the monthly payment and rank you again into A (cheaper), B, C (more expensive) groups. they told me they calculate on breeds and other factors, but mine is a crossbreed which are less vulnerable to diseases from what I know and still I'm in the most expensive group. No explanation for these calculations at all. lawyer told me thats illegal but thats your extra work to follow this up. emailservice doesnt answer your questions most of the time and when you book a rate with video consultation before a vet appointment you got a lot of extra work, cause though they pay for it (as declared in the contract) they act like they got nothing and you have to proove the video appointment too.
very bad experience and so much extra tasks for being insured. the only good thing I can say is that they paid after a few days when we had an vet clinic emergency. that was a relief not to have to wait for weeks like for most of the refunds with such big amounts of money.

EDIT 20.08.26
the answer to this review was faster than everything else I requested. still have no answer to the calculations concerning the group classification and my monthly price and still have to proof that I did video consultation for every bill I upload. Just had to follow up long emails to get my money and again they are referring to some contract paragraphs which I totally understand otherwise. everytime the same.
If the explanations to the contracts would be as good as the press team here, I wouldn't feel as fooled by this insurance as I do. right now it just seems like this company tries to keep every penny in their pocket pointing customers to paragraphs.

The best pet insurance!

No Complaints so far my dog is very Happy.

I filed my first invoice claim for my cat , and everything was fast and efficient , with clear responses which is important to Me.

.I can’t express how utterly disappointed and furious I am with Petolo. They took my money, denied my refund, and then conveniently pointed to some sneaky little clause about a 2-year limit period — which is nothing short of a trap. My cat is one year old. How in the world am I supposed to wait TWO YEARS to be fully covered when pets can get sick any time? What am I supposed to do, tell my cat to hold off getting ill until she’s three? It’s outrageous.

My cat is now seriously sick, and because of this utterly useless insurance, I’m left alone to figure out how to pay the vet bills. Not only am I emotionally crushed watching my cat suffer, but financially stuck because of a company that clearly doesn’t care.

They hide behind fine print and technicalities instead of doing what any responsible pet insurance should: HELP when it matters. I wouldn’t wish this experience on anyone. The idea of a waiting period is one thing — but locking in people for two years before full coverage is accessible? That’s predatory, especially for young pets who obviously need care earlier.

Do yourself a favor — DO NOT waste your time, money, or hope with Petolo. You’re better off putting money aside yourself than relying on this disgraceful excuse of an insurance provider.

I'm surprised by how some customers had a very poor experience with Petolo. After days of research, I decided to get insurance with them for my Havenese Luna.

1 month later Luna got an eye condition that needed surgery. Petolo requested some extra papers from the vet but at the end of the day covered the costs.

So they are not a scam, everything works. Yes, at times it's slow, but they deliver on their promise.

The reason for 4 stars is that sometimes they rush with their rejection verdicts and make it my responsibility to prove them wrong. A single 1-minute call to the vet would resolve the issue and save both sides time.

But I'm sure they'll get better as they grow. In general, I am satisfied.

They definitely are scammers. My friend had cat British short hair. We got the same breed for my daughter, and were looking for insurance. My friend told me they reimburse all important stuff, like vaccinations and urgent cases, fully. That's what we needed. I just saw in the website %100 coverage and just picked the same package which my friend was using. We had first vaccination and full refund for that but after 2nd vaccination they only paid small part of it. When I asked the reason, they said they have only 100 EUR coverage for that. Basically, do not waste your money with them. You can cover unlucky situations with that money and you will even save money.

Edit: Do not believe their answer. They have a lot of docs in German. As I mentioned, it was my friend's refer. I did but this never happened to her. So if this is the default policy from them, do not fall their promises and just cover your expenses on your own. Do not give money to them, considering they cover almost nothing :)

I have been trying to contact them for one month now. I ve left several emails and I ve been calling daily, multiple time... NOTHING.
Zero.
My issue is really urgent and I don't know what to do anymore... they just take the money.
Please chose another Insurance.

Big of scammers. I wanted to make an Appointment to ask all i wanted first and to ask if i have 2 dogs i would have a better price. Well guess what. The lady on the phone told me that she can make the half rest month of Oktober free and i would start paying from November. I asked her several times if the insurance will be from NOW active she told me yes. I asked her again if i go to the doctor tomorrow for example i will get all my money back? Yes again ( i made the 100%). I saw in my profile that was writing als Probe Monat but i didnt smelled anything there. Bc the lady told my multiple times that the insurance is active. I went to the doctor 4 days after paid 900 euro for the things that dr.Fressnapf told me to do. And i didnt get anything back bc i was still in trial month. I had insurance before and i knew that i need to wait 1 month only if it is an emergency thats why i asked her multiple times. I am a student aproad in Germany i work i pay all of my things by myself and now i am -900 from my rent account! I mean of all the things. DONT LIE TO GET CUSTOMERS! See you in court. I am still waiting from you the recorded call.

Extrem Bad Service.
Biggest regret choosing petolo.
You don’t get any proper support and help, I just got ignored for weeks.

Very quick and efficient and stress free service.

Late and insufficient delivery of promised services

Super Service

Die absolut kurze Regulierungszeit war sehr gut.

Just perfect 👍