Healthy Paws | Pet Insurance Review

Healthy Paws has Refused to payout on the literal first claim in two years my pet has been insured with them. They claimed my pet didn’t have any medical records on file (which is a joke considering the hospital faxed them records the same day my pup got hurt) it is now ten days later and I haven’t heard anything OR gotten the direct deposit they claim to give folks so I decided to call in. Today 7/12 I spoke to Sharon (who is supposedly a manager) she was the most rude and unprofessional person I have ever spoken to in customer service. She got huffy and so immature when I reminder her that I PAID for this policy and coverage. She also finally admitted that they’ve had the records from the hospital since the 5th. I wish I had known two years ago that they wouldn’t pay up for claims before spending thousands on that policy over the years. STAY FAR AWAY from these fraudulent people. They don’t care about you or your money OR your pets! Also here’s something I find super sketchy now that I’m researching other pet insurances: They don’t accept prepayment or annual pay because they want to hike up your rates with no warning (during a PANDEMIC TOO)

My girl has been ill on and off since I got her. Needless to say the veterinary expenses and hospitalizations as well as the frustration of seeing my dog sick is devastating. I am thankful that Healthy Paws so far has not let me down. The customer service folks are always helpful and kind. I find that they pay in a timely matter and keep me posted.

Excellent customer service! Easy to use! Reasonable pricing as well as quick reimbursement with the option of direct deposit. I highly recommend Healthy Paws for your furry family members!

This will be a long one. I decided on healthy paws only one month after getting my puppy after a trial period with AKC insurance due to the glowing reviews of HP on Reddit dog communities. Sadly, upon filing my very first claim I am disappointed to say the least. I read my policy documents from start to finish - I knew exactly what was covered and what wasn’t. In March of 2021, we had to take our goldendoodle to an emergency animal hospital due to a foreign body. I submitted the initial claim on March 18, which was denied one month later due to missing documents from prior to 9/2020. I had misunderstood the request and submitted some documents without lab notes. My bad, I contacted my current veterinarian, emergency veterinarian, and previous veterinarian to request full records with lab notes. While I was able to get records from my existing vet and the emergency clinic, my previous vet had a data failure, and only had the record from his puppy exam in Nov of 2019, one month before he was enrolled in Healthy Paws. This DID include lab notes - I’ll get back to this. I also had the test results from a urinalysis and blood panel from early 2020. I uploaded these documents and resubmitted the claim on 5/7 and stated very clearly that there was a data failure and these are all the records that exist. On 6/15, I received a denial again (38 DAYS LATER) stating that records were needed from prior to 9/2020. WHAT. It took them 38 days to not even open the new documents I uploaded and deny my claim for the same reason. I called healthy paws on 6/16 asking what was wrong. The representative was kind but did not seem to understand what documents I had uploaded were - she did however advise me that she would submit the claim for appeal, and that she would make a note of the data failure of my previous veterinary office. I also re-uploaded the 11/2019 puppy exam record in case the original upload wasn’t successful. Later on, I got a response that my line-item invoice had been reviewed but they need the lab notes. Now, the format of this had the line-items on the first half of the page and then listed the vet’s lab notes under it. If they actually read it they would realize this, but I’m guessing someone just glanced at it. What, do you want me to highlight it for you? I hadn’t heard anything about my appeal, so I sent an email inquiry on 7/5 to confirm if my claim had actually been appealed. Understanding they were closed for a national holiday I expected to hear from them later in the week. Well, it’s almost a week later, and I have heard nothing. The app and website mention nothing of an appeal. It has been four months. FOUR. Their documentation says roughly 10 business days. A quick recap, my dog (who has been enrolled in healthy paws since 12/12/2019) ate a toy at a dog park in 3/2021, and they can’t approve my claim because the records from 1+ year ago no longer exist and their claims processors can’t read. I’m pretty sure he wasn’t born with a toy in his stomach, so I don’t even see why those records are relevant. Customer service seem like very kind people but the reps on the phone seem to have no authority to do anything and are completely separate from the claims process. As I understand it, it’s pointless to even have this insurance because I will never have a claim approved due to the data failure that I have no control over. Almost two years of premiums for nothing. Not to mention, because I have submitted a claim, even though it has been denied, I can never opt for a higher premium and coverage level - for the rest of the time I am a customer - which is a terrible policy and is clearly a punishment for submitting a claim. Unless something major is done to fix this, I will be leaving healthy paws, and I had never planned to do so before. I would not recommend this company to anyone, this has been an absolutely horrible experience. They completely failed to deliver when I needed them.

If you think their rates are high, just wait until you need to pay for a 5 night stay in the hospital out of pocket, then you will have perspective. They have paid the claims fast and with no bureaucracy.