ASPCA | Pet Insurance Review

I am very disappointed in the company's policy to not accept an invoice from my veterinarian. They denied the claim after they were told 3 times that the invoice provided is the only invoice available. I will be canceling this policy immediately and I highly recommend not doing business with this company. Update-after filing this complaint on Trustpilot, the company NOW wants to talk. I requested calls to my veterinarian and myself but there was no reply/response. If they had called, they would have known that this invoice would have cost them nothing. The small amounts covered on the invoice would have been applied to our deductibles.

I am very disappointed. I have been a client (with multiple pets) since 2007 and ASPCA Pet Insurance has been going downhill over the last 5 years. They cannot blame the pandemic, because customer service has been declining for longer than that. They recently changed the website one more time and now hardly ever works, overall the site is buggy. Now, the claim submission form is super long and takes double the time with all the clicks and odd navigation, and when you finally reach the end of it, the site acts up and you cannot submit it and it loses the info. When we call, the new phone tree is torture if you are lucky to survive, you still need to wait at least 15 min to talk to someone. The reimbursement levels have been declining gradually and they got to a point that is hard to cover any expense, it is unrealistic.

ASPCA came out with a new option to upload an estimate for claims in the app. My dog Cloud was going to get neutered and I sent them the estimate through the ASPCA app on April 19th it took them FOREVER per usual to even approve the claim because they kept asking for unnecessary information like his medical records from a hospital that’s no longer in business! Anyways they “COMPLETED” the claim supposedly sent me $708 and some change on May 9th it is now May 17th and I never received the money in my bank account. I call ASPCA to only be told “we just tell you how much of the estimate we can cover we really don’t send you a direct deposit until the service is done” WHATS THE POINT OF HAVING INSURANCE THEN!?! Definitely canceling my plan and letting my hospital know to tell all the patients to not sign up their pets with ASPCA insurance!

I have asked for account number so I can register if I don't receive it refund my money

Very frustrating.Had a follow up visit with the Vet and there is no where to add this to my claim as far as I can tell. Also, no phone, text , chat or anyway to get ahold of these people.