ASPCA | Pet Insurance Review

I have been trying to resolve a claim for a visit in mid-June with my dog for an emergency nail removal. This procedure required sedation and a minor operation to remove the entire nail to the toe. I just lost my other dog to cancer 3 weeks prior to this and I lost my first dog a couple years ago under anesthesia for a routine procedure. So I have a little bit of dog PTSD, particularly when it comes to putting a dog under sedation. ASPCA covered my annual visit with no problems. But when it came to covering this visit, it took over a month to get returned. Which is understandable, the company is busy, this is not a problem. I had 3 potential vet links to upload my dogs records to in the claim itself. I uploaded vaccination records, but then ASPCA reached out stating that they need the last 2 years worth of vet records. Not a problem. I uploaded the last 3 years worth of records from my last vet to every link on the claim, I then also emailed these records to cover my basis and received acknowledgement that my email was received. A couple weeks pass, I get a notification that my claim has been rejected due to "failure after multiple attempts to receive vet records". So.. even after doing all I could to make sure every nook and cranny of this claim had the proper documentation, someone on the other end still did not do their due diligence to even look at the documents uploaded/email records? So I called and spoke to a nice representative, that stated they would look into this matter and that I would receive a call back. He confirmed that he was looking at the correct records and that at this time, they did not need anything else. I also sent a follow up email to try to have someone acknowledge what was going on, just to get this resolved. Radio silence on both the phone and email. A week later, I called again and was told, "I'm sorry, I don't know what's going on, they should be looking into it, if you dont hear back from us in another week, please call us back." Okay, guess what, another week passed and I have not heard a peep. So I called again and spoke to a representative that was the most helpful to date and I very much appreciated his help. I confirmed the vet that the records should come from, who my current vet is, removed any confusing information regarding any other vets. I was told I should get a call back the next day, most likely. Its been 4 business days since then and no word. The day after I called the last rep, I received confirmation that my initial email was received and that they understand that I have already spoken to a rep. I responded to this email today and told them I still haven't received any word on this. They did respond quickly this time, however, they stated that they have reached out to my vet to get the records and still havent heard back, it would help their process if I emailed the records........................ So I have now uploaded this to 3 different links on the claim, I have emailed this twice up to this point, AND I have confirmed over the phone with the rep that they were looking at the correct documents. It is now the end of August and this is still dragging on. Very disappointed because although, I do understand that some things can slip through the cracks, however, with the amount of due diligence that I have done on my part and the amount of follow up and borderline babysitting this process and making sure over and over that the right documentation. This is still continuing and although I have clarified who my vet records are from, my old vet, not my new vet, sent the records 5 times now, I am still getting information from ASPCA that I have not done my part. I am at a complete loss and want to pull my hair out with this customer service. I have never been one to complain or be a jerk, but there comes a point where you feel crazy because everything you say or do is just disregarded.

I like they are responsive when claims are submitted however I don’t like that doctor visits aren’t covered even though I got the preventative care included! Every time we go to the Vet, we pay over $125-150 and the insurance only pays $20 lol

My cat Lucy 10 yrs old had to have emergency surgery to remove her right eye on 8/13/24. After being told the surgery needed to be done immediately I called ASPCA pet insurance at 4:00 that afternoon. Having read the claim form there is a place you can check "to pay the vet". That meant to me ASPCA would do a pre-certification. While speaking to an agent named "Bunny" I was told how to fill out the claim form and send an estimate from the vet to an email address. After waiting for three hours I called back only to be told by a supervisor that pre-certifications cannot be approved after 5:00 pm!! It was now 7:00!! Finally after three hours of crying the Vet offered me a payment plan if I put down $1000 which I did. I called today 8/26/24 to followup on the claim. I stated I had final actual numbers to report. Spoke to Michael and after a very long conversation he said he would cancel the old claim and I should start a new one. I went to my online account and saw that the claim had been denied due to a pre-existing condition. It was not the old condition of the eye that caused the need for removal it was an accident to the cornea! What I cannot understand is why I was not told of the decision not to process the claim AND being told to submit new documents when the claim was DONE!! Needless to say I will never buy pet insurance again I will save that money to pay for future care for Lucy!!

I had a shaky start with ASPCA insurance only because I didn't understand what kind of insurance I got for my rescued, huge-breed dog. I almost canceled it, and THANK GOD I DIDN'T! My under 2-year-old Sarplaninac pup got Anaplasmosis, worse than Lyme disease. She has needed Emergency care, tons of medication, X-rays, Therapy, etc. All of which cost a lot. ASPCA has paid on every single claim. Even for just medication refills. They question none of her care and allow me to give her the best possible medical treatment and not worry about any cost restrictions. They have saved her life. HIGHLY RECOMMEND. I will never be without it.

Super quick turn around. Easy to submit, great support from staff. Very impressed