THE WORST! STAY AWAY! I've seen some of the reviews here on Yelp and many of them are consistent with the challenges I have experienced. I have two claims that are months old.. and one of them still is not even in "processing". I've called and emailed (multiple times) and I have received different feedback from various customer service reps every time I talk to them. No one apparently keeps records of phone calls or records in general there. They have found every way to delay even just reviewing my claims yet it's funny that there has been NO delay in charging me monthly premiums - right on time. Interesting how that works. I cancelled my policies with 24Petwatch this month and will continue to follow up with them on the the money I am owed from claims that are near 5 months old that have had no movement on them. DO NOT USE THIS COMPANY read more

I have had 24pet watch since as long as I've had my dog as a puppy. She is now 12 years old and all of a sudden my payments doubled. I had recently considered canceling because I was close to $80. Than I called and spoke to someone who helped me choose a different plan which was $65. a month. So I kept the insurance. Today I was checking my checking account and noticed they took out $128! for Nov. Seriously? How is this legal? To just double someones payments. I'd stay away from this company. My dog has been healthy but now she's a Sr. I think I think they are taking advantage of customers with older pets. read more

We are very happy with service that provided us. In August this year, we had to take our dog to Vet Hospital for emergency. She ate a little bit of rat poison. We submitted the claim with all the docs requirement. Around 3 weeks we received the reimbursement without any question. read more

I have used this company for 5 years. My ten year old dog had to undergo surgery and lengthy cancer treatment, and my claims were paid promptly within 30 days. Nothing was denied. The key is correct paperwork, promptly submitted. I found 24PetWatch to be professional and as advertised--they were there when I needed them for a catastophic situation, which is why I had insurance. I could not have afforded to treat my dog otherwise--it was a good investment for me. I saw many people at the cancer center who had no insurance and were really struggling. read more

Update: The dog in my first review has passed away but I have a second dog on this insurance who at the time of my first review didn't have any big claims but I couldn't cancel her either because she had a preexisting condition too. She eventually needed surgery. The surgery and her checkups totaled $2500 which they paid. But, they raised her premium from $39 to $95 a month! My advice is to choose a company that's policy is not to raise premiums due to claims. I'm considering cancelling and will finally be free from this company. I have had this insurance for 4 years. My dog has been very sick so unfortunately I used them a lot. They have the most horrendous customer service. The hold times are 45+ minutes and you can choose to be called back but no one calls me back. The claims used to take 30 days to pay but now they take 60-100+ days. They won't email you back and when you chat, it takes 3 days to get a response that may or may not answer your question. They have been saying they are working to improve their customer service for the last two years but it's only gotten worse. They are careless with reading vet records and receipts and deny claims because of it, requiring an appeal and/or resubmittal which starts the time over and causes frustration and wasted time. I wanted to change companies but my dog would've had pre existing conditions with another company so I was stuck with this one. Fortunately I changed my other dog to a different company since she was healthy. Choose your insurance company very carefully! read more

Very disappointed in the quality of service and the responsiveness all around. Everything is associated with long call times on hold and they use the maximum amount of time to respond to claims which is 60 days. Their long claim times also count against you and if your claim is not perfect on the first time you are likely to pass the window in which you have to file a claim and it is denied. I do NOT recommend this insurance to anyone and highly recommend you looking elsewhere for insuring your pet. By the way, this is my very first review I have written for any company. I wish I could rate it 0 stars. read more

Very dissapointed. Had an accident policy for my dog for 8 years. They said if he tripped and fell and got hurt or accidently ate something and needed surgery it would be covered.Never made a claim until now,8 years later, he fell and tore his ACL. the surgery was approx. $2000. They are saying they will not cover it. Saying that happens with old age, even though it was caused by an accident, it would have happened anyway so they will not cover it. OF course I am appealing it. But i will be canceling all my pet insurance policies from them. Very dissapointed, especially since my vet uses them for microchip too. read more

I've had them for 9 years. My dog never had a claim till 9 years old. They changed the plan so now it cost more. Same old Insurance routine. When you need them most, when pets get older, they force you to make a hard decision. Pay more for the same coverage or leave you and your pet stranded by NOW looking for Insurance at 9 years now..Great Ins plan. They did psy the claim however. read more

I have had 24PetWatch for over 15 years, it was Pet Care when I started. When it was Pet Care they were wonderful, quick claims and great customer service. Since they have become Pet Watch they are horrible; rates have gone up and customer care has gone down. It takes forever for them to process claims and then they wait several weeks before telling you that you are missing something, such as pet records. I never had to submit the records before and when I called to ask about it the representative was so very rude to me. I have a 19 year old cat and you can imagine the pages of "pet records" that I have. I use to tell all my friends to get Pet Care insurance but since they are now Pet Watch I tell them to "stay away". They do not care about your pet only the bottom line and making money. read more

I registered my cat 10 years ago and put the info and the email with the info in a file folder. I forgot all about it, but when I went to update the info after I moved, I noticed I didn't have his chip #. I called them and the first time the girl just hung up on me. I called back and another girl said even though they had my name they didn't have any info on my pet or his chip #. I asked the girl, doesn't the fact I have an email confirmation mean that you have the info and that I paid for it? She hung up on me. What kind of a scam are they running? They take your info., have your name but not the chip #? Not to mention, they are totally rude on the phone. read more

That is all they are good for. When it comes to the pet insurance part they are scammers. I filed a claim for my cat who fell off the kitchen table. When I called to find out the status they told me it was not covered under accident, because only certain accidents are covered, and it fell under illness and muscuskelator is excluded. So they were not covering the claim..... Give me a break. I told them to cancel my policy and am going with another company, Oh yeah when I signed up, I signed up with Metlife who sold the policy to them Nice huh so Metlife also sucks.... read more

I have had insurance with 24 pet watch for several years. In the past my claims were processed timely but recently this has changed. My most recent claim has been in the system for 90 days. I would like to know about the companys financial status. Do they have the cash flow to pay out claims or are they waiting for cash from policy payments to pay our claims? read more

I would honestly give them no stars if that was possible. They do not care about the well being of animals, which if you're in the business of health insurance for pets shouldn't you actually cover something?!? Turns out it's all a waste of money and a waste of time. I'm just glad that ours was a "gift" with our adoption. I'm even happier that I did my research and got our cat insurance through a different company which actually covers things. Stay far far far away... read more

A neighbor found my lost dog on July 11, 2015. When my neighbor called the 24PetWatch phone number on my dog's tag (866-597-2424), she waited on hold for 15 minutes and nobody picked up the phone. She tried again and had the same results. I thought PetWatch operated 24x7, but apparently they're closed on weekends. What helped link me to my lost dog was a $2 tag with the dog's name and my home phone number. 24PetWatch is a total waste of money! read more

We adopted a kitten on December and the free 30-day insurance started on December 8. I called on December 11, I believe, after getting an e-mail that offered 15 more days of insurance free of charge. Our kitten's name was incorrect on the e-mail so I called to activate the 30-day insurance, correct all the information and get the 15-day extension. I talked to a lady that took all my information and then I was transferred to do the 15-day extension. At this point, I believe they didn't answer after calling a few times that day; then again next day. I don't remember if I was able to ever get that 15-extension because that department was always unavailable. I think I talked to someone, specially since I have on my phone records the calls and time (long waiting times) I spent trying to reach them. Always talking to someone that would transfer me to someplace that no one would answer. With the 15 day extension we would have been covered until January 23. Our cat was diagnosed with severe ringworm on January 20. He is been in treatment ever since; it's been very hard. Pills, isolation, weekly special baths at the vet clinic. I remembered about the insurance and called them. Turns out they don't know anything about the 15 day extension. They had on record I called to the micropship department but no record of my other calls or me being transferred to the insurance department. The micrpship department "is not authorize" to manage insurance things. So I was told to have a nice day. They said they can't do anything now and that I don't have a name of someone on the insurance department; however they do know the person I talked to on the microship department. I talked to her and to other person about the 15 day extension, always being transferred without success. Of course they don't know anything about that. After reading all these reviews I now understand; there is no way we were getting anything from them anyways. They said they cant do anything or investigate because I have no name or information on who I talked to do the extension. When I called today to tell them about what's happened; I was quickly transferred to the insurance or policy or whatever department and I talked to someone within 2 minutes of being on hold. However, when I called more than three or four times to extend the insurance 15 more days free of charge; NO ONE answered or attended my request. It was a game of transferring and nobody could help me. How convenient. Then she says thats strange because that time when you call we are usually slow; it shouldnt have been a problem to take your call and make the extension; I dont know if she was inferring I didn't call but really? They have a name; go ask the person that changed all my information on the profile and who transferred me! Most reviews everywhere are terrible; so they should improve SO MUCH their system and customer service; otherwise its just a joke. Just a waste of time. read more

I've recently adopted a rescue dog and have been trying to get the contact information updated on his microship file since December 30th. I've received nothing from this company except an automated email that they received my request, and I would receive his new registration documents within 24 business days. It's been well over 24 business days and even with additional follow-up, I have received no response. If they have that poor of service for something as simple as a microchip address and phone # change, I definitely would not trust them with pet insurance!! read more

24 Pet Watch is the worst insurance company I have ever dealt with. I submitted a claim over 5 months ago and they keep stalling on paying it. Twice they have denied the claim and I have had to call them to get it reopened. I mailed another claim 4 weeks ago and they can't tell me the status of that claim, as it is not in their system yet. The reps that answer the phone are friendly, but can't get anything done. The managers will not call you back, even though their records show they called. read more

OMG!!! I have had the for around 10 years and this year is the worse. Don't sign up with them. I am still today trying to get a claim paid and all I get is the on hold call and the promise that they will call me back. This has not happen as today. This all just started this past year....something is going wrong not sure what but when you can't reach someone and you get a lot of empty promises is not a good sign at all... read more

When this pet insurance was Purina it was great and I loved the company. Since I have had 24 Pet Watch it has been a nightmare and extremely frustrating. Each time, in the past 2 years I would submit a claim they would either tell me they never received the claim or the claim representatives would come up with some technicality that would deny the claim. I have complained so many times with an apology and promise of submitting the claims to the claim department, which never happen. I even had a phone call and an email from a supervisor telling me she would be sending me the money they owed me, which never happen. I called this one supervisor 20 times and left messages and emails asking where my refund check was, never heard back. My dog died last year, I sent in the death records and the vet bills not only did I not receive my refund check, they billed me for 4 months after the dog died. I kept calling telling them to stop charging my credit card. I wanted a refund. The last supervisor told me to send in all my claims for the past claims that weren't paid and any email that showed I tried contactng a supervisor. I spent over an hour trying to get all this information for this manager. She told me to upload all the claims and email her. She promised she would rectify this nightmare and promised I would receive money for all past due claims and a refund for the $98.00 a month for dog insurance. This was back in June. Never heard back from the manager. What a surprise!!!! read more

I have been paying premiums for 10 years for my small dog. I've had a few minor ($200-300) claims outside regular maintenance claims over the years. I started paying $40/month, but then one or two years ago they almost doubled the rate to $70/month. Now they've raised it to $90/month. The few times I've tried to make a claim I've had nothing but total aggravation. Their claims process is absurd. You keep getting messages saying they need this and they need that, meanwhile, you've sent it all already. The reason you start early with a company is to keep the premiums low, right? Wrong! Not with these people. They'll keep jacking it up and driving you crazy for every piddly claim until you drop them. That's their business model. They don't want old pets, after all. Imagine having to actually help someone in their time of need? Jesus. They should be ashamed of themselves. Whatever you do, do not buy this pet insurance, and be very, very careful about buying insurance from anyone else. My advice is to put that money away and use it when needed. Never again will I buy pet insurance. read more

They finally finished my claim and I am happy with that. I received half of what I claimed because of the deductible so that made me happy. Now that they have a new way of doing things we will see how it goes. read more

After having there microchips implanted in my dogs for years I received a letter from 24Petwatch today stating that if I wanted them to keep my dogs information in thier database I would have to start paying a $14.95 annual fee for each dog. Also information on one of my pets has been lost. As a kennel owner I have recommended these microchips to many customers. I gress my good reputation is gone. read more

This seems like a great idea. Unfortunately, as many people have noted they charge EXORBITANT fees for you to update your information if you move, which is something that I was not informed of when purchasing the chip, NOR something on the original microchip paperwork. Outrageous racket. I hope there is another, better company out there doing microchips, as this company deserves to go out of business. read more

I was told that 24 pet watch gives you the first year free with the purchase of their micro chip thru your vet but after that you have to pay an annual fee to them. No other micro chipping company makes you pay annual fees you pay a one time registration fee of usually $19.95 and then it is free from then on. Why does 24 Pet watch have an annual fee for a microchip?????????????? read more

Really bad!!!!! I've been trying to cancel a policy. They either leave me on hold for 20 minutes or don't respond to my messages and automatically withdraw the annual amount. Crooks!!!!! Wonder how many years it would take to get care for my pet! I would like to rate them a zero, but not a choice. read more

Great service, great value. My claims for my cocker spaniel were always paid in a timely manner. My parents had a plan for their aussie who was diagnosed with Lymphoma. We all just had the basic policies (Quick Care) but claims were always paid to the policy limits. My parents' plan didn't have coverage for ethanasia/cremation but when their aussie ultimately succumbed to his horrible disease they were reimbursed $100 under the accidental death benefit. I think that was such a classy and compassionate thing for 24Petwatch to do - it wasn't an accidental death and they didn't have to pay anything. Knowing what we know now we'll upgrade to a comprehensive policy and we'll definitely be sticking with 24Petwatch. They've treated us very well over the last eleven years. read more

Do these people ever answer the phone? It says to call them anytime, 24/7 but I cannot get through, after waiting forever on hold. I tried twice last night and am now currently sitting on hold for 20 minutes. My cat has gone missing but how am I supposed to report it if I cant get through??? read more

When i adopted a pet from SPCA they signed me up for this "free" insurance from 24petwatch insurance. 24petwatch claims that since my cat had conjunctivitis at the SPCA it is a "preexisting" condition no matter how long the remission period between cases. I had called the insurance and got the necessary 411 on how to do a claim etc. before my vet visit. First, they should have stopped me right there. They knew he had it while in the SPCA and they still told me to file a claim. I filed 2 claims and I was aware of a $75 deductible and i was now $120 in. I was hoping to receive a payment of $45. In addition to the eye infection he also had a scab on his rear paw that was tested for ringworm. After 2 weeks the vet called and let me know the results of the culture and it was not. I kind of already knew that since the yeast/antibiotic topical they gave me had already cleared it up. Just last week i got a letter from 24petwatch and it said that since it was not ringworm that the claim would not be paid. I called to speak to someone since he also had conjunctivitis and it IS covered. First, i was in queue 30 minutes, and then finally put my number in to be called back. Once I talked to someone, I was told that his conjunctivitis was "preexisting" and so it was in fact not covered either. Clearly I am aware of the definition of the word preexisting, and while he did have a case of it while at the shelter this was not the same case, this was a reoccurring issue not a preexisting issue. I was met with repetitive argument that it was preexisting. I explained that if i had a cold, got better and then got another cold that it is not the same cold. I also asked if that means, that if i did buy their insurance, that my pet would NEVER be covered for conjunctivitis in his lifetime, because he had it before he was adopted. I was told again, that it is preexisting. I asked to speak to a supervisor. I was told I would be called back in 48 hours by a supervisor. That was Monday the 7th. So, after not getting a call, I called again 4 full days later. I decided to try live chat since i was in queue again, and it was looking like quite the wait again today. Live chat went the same way the call did. They said a supervisor would call me today. I told them a supervisor will call me right now... just then a got a rep on the phone as i did continue to stay in queue even during live chat.. once again, explained the whole thing. The rep said the same thing. Clearly there is an issue with their training. As i am speaking with this 3rd rep, i get a call on my other line..it is finally a supervisor. He let me explain and control the call, and i told him that i was aware that even if i could turn the claim on the conjunctivitis, it wouldn't meet the deductible, and I am aware, but at this point it's about the fact that I am being argued with about the condition being preexisting. The supervisor explained to me, when I posed all the same questions to him (that I did the other CSRs)..that per their definition of preexisting it would have to be something that didn't reoccur for 6 months and then it would have to be determined as to if it could ever be covered. This made sense. While I disagree and think it's a stupid policy, set to save their company money, I at least i could grasp, that they are not using the ACTUAL definition of preexisting, they are using a fantastical invented definition. I told him that any of his CSRs could have told me the same thing, but that clearly their training is failing. This would likely be why there is no one to answer their phones. I am guessing that they can't keep a staff due to irate customers. I would avoid this company. read more

Horrible company. They say it takes 24-28 business days for claims to get processed. Such bull. Be very prepared it will take longer. I waited two months once to receive payment. They will give you every excuse they can. My suggestion is after the 25th day start calling daily so in their words we will put a "rush" on the claim. read more

I had my dog micro chipped back in 2013. I recently got a new dog I rescued micro chipped and went on the site to add the new dogs micro chip number but it would not let me on the website. I called only to be told I was LOCKED OUT because I had not paid my yearly fees. I asked what yearly fees? The paperwork I was given from 24PETWATCH says nothing about a yearly fee, nor did the vet tell me there was a yearly fee when I had either of my dogs micro chipped. She said it was on the paperwork, and when I asked where, she said she didn't know what paperwork I was looking at! I explained it was their contract to sign up for the micro chip. She said she couldnt help me but she could charge me $59.99 for a lifetime membership so I wouldn't have to pay monthly! This seems like fraud to me!!! No where on any paperwork does it state you have to pay any fees.... read more

I've had 24hr pet watch insurance for 2 1/2 years. Like most, it started as a "gift" from the shelter where my dog was adopted from. It seemed no sooner than I adopted my dog, she became a sickly little thing. I have made thousands of dollars worth of claims (UTI's, X-Rays, ultrasounds, blood work, knee/hip injections...you name it). I've been paid back most of what I claim, minus my deductible/co-payment. I was actually surprised at how easy the payback process was/is. You do get your money, but on "their time", which is forever. I've heard many time that they didn't get my submitted claim. At one point my vets office faxed the claim at least 5 times. Still nothing. For kicks and giggles I included an updated payment information with one of the "we didn't get it claims". Guess what, my payment information was updated but the claim was never received....We ALL got a chuckle out of that. I can honestly say things have gotten better with them just in the short 2 1/2 years I have been with them. I would consider using them in the future if they keep the improvements up. Their not terrible, but they definitely need improvement. The good, it does pay. You have to have your paperwork, medical records and receipts correct. When in doubt, have the vets office fax EVERYTHING!!! The bad, it takes forever to get payment!! They are quick to deduct the funds from my account each and every month, but like to take their sweet time getting me my money back. Customer service is very hard to get a hold of. They have a call back option, but even when you enter your number, they don't call back. read more

WORST COMPANY EVER!!! I can't even begin to tell you how horrible this company is. My policy was $50.00 and just went up to $105.00 a month because of inflation and also I finally started to actually use my policy so they jack the price way up. Ten years I paid into this useless company. Biggest rip-off I have ever come across. Not to mention the claim process is enough to drive you out of your mind. They NEVER EVER get the claim the first time. There is always a reason why it was declined. The medical records weren't complete, they didn't receive the right info, they didn't get the claim, it goes on and on and on. THEN when they finally say they got it, it takes months to get the money. The clinics can't stand having to deal with them and NEVER recommend using this company. Read the reviews people. read more

Do not insure your pet with this company. I obviously cancelled my policy after my dog passed away, and when I received the cancellation notice, they added a comment in the letter: "We wish Ellie (my dog) well". The same thing happened with the final claim that included the euthanasia. "We wish Ellie well". Really? It's difficult enough to lose a pet, but then to read a comment like that. I am beyond disgusted! read more

I wish I could give 24PETWATCH a ZERO Star review because that is what they deserve!. I adopted a cat from a shelter several years ago and now I moved. When I called to change the contact information, I was informed that I had to pay either an annual or a lifetime amount for a pet rescue membership. I only wanted to change the contact information. DECENT companies like Home Again let you change your contact information for a pet's lifetime even if you choose not to pay for all of their services. I will never use their services again and I will speak out against the company to my friends (and I know a lot of pet owners) and rescue shelters. read more

Is it possible to give a company negative stars? I've never felt the urge to complain about a company so much before in my LIFE. I received the "gift" of insurance from 24PetWatch because I adopted a cat from the APL. My cat ended up having a really nasty ear infection, that of which is covered by the gift of insurance. I mailed in a claim, they said they didn't receive it. I had my vet fax in a claim, they didn't receive it. Finally I had my vet email a claim in, TWICE and everything went through. I was told I would get an email if there was any issue, but everything was fine and I would get my check in 25 days. Never got an email, OR a check. Customer service kept giving me the run around and made sure to tell me all of this crap was "not their fault." Needless to say, I'm never getting my check, and this company is absolutely a waste of time. When it comes to pet insurance, I say forget it and just put money aside for your pet. They SUCK. read more

You have to gamble with someone but I have used this company for 2 cats over about 15 years I would say. The coverage and payments has been exactly what I expected. They twice paid for cancer surgery, once for chemo, 2 or 3 emergency 2 night vet visits, etc. Now, mine was an older policy at which time they were under a different management, underwriter, or ownership, but my last claims were about 2 months ago and it went smoothly. I own't say they pay the fastest, but as long as I am paid back within 2 months I am happy. I have had the "need more complete information" statement and once my vet sent it things were fine. Yes, they need records and there is nothing wrong with that. At the same time as covering your pet, they have to prevent fraud and be sure you are only getting paid for what you purchased. The price does go up with age and illness, but that is the same with virtually all of the pet insurance companies and even human health insurance. The costs did, about a year ago, go up significantly which they say is due to ownership changes. That I don't like, but I saw very little change in my 17 year old cat's premiums that were significant. read more

Total lack of customer service experienced throughout my 10+ years of coverage. I would have canceled and switched to a different provider had it not been for my pet's pre-existing conditions. Email inquiries only receive generic automated form responses directing me to call 1-800 number, which ends up in 20+ minute wait times before you can talk to a live agent (if they answer at all). They are also very slow to pay claims (60+ days), often using the excuse that they mail checks from Canada which they say drives 30+ days for mail to arrive. Their leadership is equilly inept and unaccountable at responding to issues when escalated. Avoid this company at all costs - there are so many more reputable firms out their that provide timely customer service and quick claim processing. I have also reported this company to the insurance regulators in the state where I live. Unacceptable service! read more

Now, worse than ever. Got them when they morphed from PurinaCare, which was great. While they have FINALLY sped up their telephone answering--you used to have to hold for 45 minutes--they are worse in every other respect. It takes a minimum of four months to get their reimbursement and their Web site is virtually (no pun intended) unusable. They recently changed underwriters for the umpteenth time to "Praetorian." The changeover was spelled out in great detail in a letter, including that there would be a smooth transition of current accounts. What they neglected to mention is that they would be doubling the cost. An annual policy went from $647 to $1289, billed to your credit card. This increase was only noted in very fine print in the policy booklet sent at a later date. Their response to this is that it was entirely "legal." I agree with the person who says go with any other company. Personally, I am going to try Healthy Paws, which gets good reviews on Angie's list and answers the phone and your questions immediately. read more

BEWARE!!!! This insurance company is a scam! Don't buy it!!! Even my veterinarian warns people not to buy policies from them. Every time I had to put in a claim weeks would go by and I would have to call to find out what was going on since they wouldn't acknowledge the claim. Then I would get a letter of refusal claiming it was a "pre-existing" condition which it would not be. Then I would have to threaten a law suit and file a claim in small claims court. Only till then would I get a check for my claim. Had to do it every time. As my dog got older they largely increased my monthly charge for coverage without even notifying me. When I called them regarding that they tried to tell me they sent a letter to that affect. No letter was ever sent or received. This company is a SCAM and A CLASS ACTION LAW SUIT should be filed against them for scamming millions of dollars a year from people for nothing. How those workers can lie daily to customers and live with themselves is beyond me. If you want to throw your money away to this insurance company and never get anything in return except terrible aggravation than get 24PetWatch. Please if there is an attorney out there that reads this, help us unfortunate people who have been scammed by this company. There must be a class action suit filed against them! Wonder how many private jets and expensive cars the owner has thanks to us????? It's a total rip off. BEWARE!!!! read more

I just received an e-mail the other day saying my "membership" is expired on my dog's microchip. This is the first time I've received something from 24PetWatch in the 8 years I've had my dog. When I called them and asked for an explanation they basically said I had to join the membership to have services ($21.95 annually or $84.95 lifetime)! Whaatt?!! I stated that this was a done deal at the time of microchipping to which the agent replied that while the microchip is forever, the service is not. I then asked her "If my dog is lost and then found and someone calls you with his microchip, would you still call me and tell me if my membership is not up to date?" She said: "We "might" give you a courtesy call but that is not guaranteed without the membership". Talk about working on a pet owner's worst fears and trying to eek money out of them. What a scam! Having worked at a Veterinarians in the recent past and dealing with these microchip companies, I knew her statement could not be entirely true. I decided to research this further. I found another review on this same issue, from less than a year ago, which contained a response from 24PetWatch. This is part of what they said: "Please note that your contact information would not be removed from our database if you opt to not continue with a membership. We will still attempt to contact you if we are ever notified that your pet has been found or we are contacted by your pet's finder." Why couldn't my rep just say that to me? All she kept trying to do was sell me a membership. So if I'm correct from the response above, the bottom line is, if your information is currently up-to-date, you should be good to go. If it is not (you move, your number changes, etc.) you will have to pay a membership fee to update it. What a racket!! They need better informed customer service reps who will answer your question honestly and directly and not try to work on your fears. Shame on them, really. read more