Healthy Paws | Pet Insurance Review

Do not use this company. I have been paying Healthy Paws for several months before sending (filling out online) a claim. Now that I have questions about a claim and services covered they have refused for several weeks to even acknowledge my attempts to contact them. I have called multiple times. They never pick up the phone. They promise to call you back but never do. They offer no chat recourse on their web site. They refuse to respond to messages left on their site messaging center. They refuse to provide an email address - presumably so customers will have no record of attempted contact. They refuse to respond to postal mail inquiries. In short, once they get your money you no longer exist to them. I now have had to cancel my credit card to prevent future automatic payments as I cannot even contact them to cancel my account. I now will have to update credit card info with numerous (legitimate) businesses. Advice: don't buy pet insurance until after you have received responses to at least phone calls and emails first.

After years of recommending Healthy Paws Pet Insurance [only 1 claim in 2017], I now have to say STAY AWAY! I am not sure what happened but the 1 claim [Lyme treatment less than $300] I made for my boy since 2017 was a nightmare. 10 days turned into a month. Sent them all the records from both vets. Asked for status at day 10, got canned response "working on it". 3 days later, I asked again then again at day 19, no response either time not even a canned response. Asked again at day 21, their response was to tell me they needed more records including ALL his records for the entire time I've had him [2013]. They've had all these records since the 2017 claim. I [again] sent them all his records from 2013 to date which was only going towards deductible. It wasn't like they were giving me any $. Took a MONTH before they approved my claim which was about 2 weeks before his policy renewal. The premium for for both dogs went up by $60/mo. My boy has had 2 claims, 1 in 2017 and the other this year. My girl has had none. I went online and changed her policy to up the deductible to bring policy price down. They apparently didn't do it because they took out the higher figure . I went back online and did an "email us" asking why the premium wasn't adjusted. 4 days later, the response was "We can't find a policy under that name. Please provide more information." What??? I was on their site under her name! Horrible experience.

Enrolled my dog (Heidi) 9 years ago when she was 3 months old and had never submitted a claim until recently for a cytologist recommended growth removal. First two claims for the pre-op work (approx $50) were approved but when I submitted the procedure claim ($900) it was delayed so I called them twice. Rep said they had her records for the last 6 years but needed them for the first 3 years AFTER she was enrolled. I said we enrolled her in 2012 so why are records needed for the time AFTER her coverage began. Was told it was to make sure she didn’t have a precondition! We’re a military family so we had to move vets in 2015 and the rep said he would reach out to our old vet for the records and I had email notification that the claim would remain open for 30 days in the meantime. 2 days later the claim was DENIED!! I filed an appeal, dug through all my files to find all of Heidi’s records and visit notes for her entire life and resubmitted the claim. After two months and contacting them multiple times on email, I still have not received a response. Oh, and in the meantime they increased Heidi’s monthly premium to $180 a month! Been paying premiums for 9 years without a single claim or medical issue for Heidi. I paid this money for the peace of mind that if she ever had a medical issue she would be, as her profile says on the website, “protected.” It’s quite the feeling of betrayal to realize when the time came to make a claim I’m treated like I just signed up yesterday and ignored. Customers loyal for almost a decade need to be treated with some respect and in accordance with the promises made. It is especially frustrating as, prior to this experience, I had recommended Healthy Paws to several friends and associates.

Healthy Paws pet insurance provides excellent customer service. They are quick to respond to any questions that we have. Claims are easy to file and reimbursement is issued within days. We would highly recommend this pet insurance company.

I’m pretty disappointed. I have paid for my insurance policy over 9 years. I’ve dealt with all the price hikes and as my pup has gotten older, they raise it to such a level, it’s as if they want you change your policy or get rid of it. This year was the first time I ever had to use it. Prior to using insurance, I was told there would be yet ANOTHER price hike next month. Now that I have actually used her insurance, they changed the price yet again for next month to over 50 dollars more. How shady and messed up is that. And they are not making it easy to process the claim. Sure they take your money and raise prices, I get that as my pet ages, but raising it over 50 a month is just absurd. You just want me to give my pet lower coverage so you all don’t have to pay for her treatments. Crappy thing to do to your long time customer.