Healthy Paws | Pet Insurance Review

Healthy Paws is on a downward spiral. I don’t know what has happened to them. (1) It seems that Healthy Paws may have outsourced their Call Center to a foreign country; one call to Healthy Paws, and I have an intense headache, my interaction with the Healthy Paws, alleged, Customer Service representative was horrifying, with no evidence of “customer service." (2) The person I spoke with at the Healthy Paws Call Center, or attempted to speak with, had so much background noise, that I could hardly hear him, never mind understand him. It sounded like he was on a runway at Kennedy Airport.

Sadly, Healthy Paws has gone WAY downhill. I've been with the company for about 12 years and they have always paid out for my cat, and paid out quickly so that is what gets the three stars but EVERYTHING else gets a zero star. Let's start with premiums—they go up over 100% a year. I started out paying about $20 a month and now am at about $100 a month for an indoor cat. They moved their customer service abroad somewhere so now it is TERRIBLE. One of the things I loved about the company was its well-spoken, knowledgeable service reps. Now it is people you can hardly understand, who are in a loud room with tons of other people, and they read off scripts. They also just hang up on you if you ask anything at all that is slightly complicated. You will also wait on the phone interminably and listen to extremely LOUD rock music. Take the day off work so you can deal with any Healthy Paws calls. They do not have a chat and you can email them but they just don't answer emails. AWFUL. The website. You can't "add a pet." The button is there but if you try to do it, you're told you need to start a new account from a new email. Why? Who knows. You can't upload photos of your pet. Again, the button is there but if you try to do it, nothing happens. This has been the last two cats I've tried to add pictures for. It also put in an incorrect address into the system for some reason, yet they refuse to allow you to correct it for a month. Bizarro "reasons" will follow. I used to recommend the company to everyone as I rescue and adopt out cats but won't be anymore.

I have been a loyal customer since 2018, but recently Healthy Paws increase in my monthly premium from $124 to $346 a month for a single pet, which is unacceptable. For a healthy 13-year-old senior pet, the nearly threefold jump feels punitive, particularly when finding alternative coverage at this age is next to impossible. What makes this even more disappointing is the clear contradiction between Healthy Paws actions and their stated values. On their website, they claim: • “First and foremost, we’re pet-lovers. Everything we do is driven by our love of animals and our commitment to pet health.” • “Our compassion for animals… drives us to offer the best product and an extraordinary caliber of service.” • “Pet Insurance plans to protect your pet and your finances.” Yet raising premiums to such an outrageous level for loyal, long-term customers demonstrates the opposite of compassion and care. Instead of protecting pets and easing financial stress, adjusting my policy premium to $342 a month for one pet does the exact opposite. As someone who works in the pet care industry and spends every day in veterinary hospitals, I have recommended Healthy Paws to countless families over the years. Sadly, I can no longer do so in good conscience. This experience has completely eroded my trust in their company and what they claim to stand for.

I never once filed a claim and yet they continued to hike my premium, getting to a blinding $100 bill this year. I made a request to cancel in May of this year, which they countered with lowering my coverage, so I accepted. A new policy was underwritten and enacted in June. They wrote me in July to say they cancelled my policy anyway. I asked why, they cited the May request. Okay, fine. I don’t understand why THEY reopened the request after it was ALREADY resolved through a compromise they proposed. I’ve just wrapped up another round of unnecessary discussion because now, in August, they’ve reopened the ticket AGAIN to say “they’ll look into my inquiry and respond promptly.” So I answered that this was a futile attempt, which then they responded with a condescending email stating that since the policy was cancelled, they cannot reinstate it. Good grief. Overall I’m exceedingly disappointed in their service, and especially their mismanaged, disorganized “inquiry system.” Save yourself the headache. Don’t go with HealthyPaws.

We adopted our dog in 2015 and knew pet insurance was a must. For the past 8 years, Healthy Paws has been there through everything—mass removals, infections, osteoarthritis, even a recent heart murmur—always letting us focus on her, not the cost. The claims process is simple, reimbursements are fast, and customer service has been excellent. Even our cats are covered with the same great care!