1
out of 5
POSTED: | BY: CB
A Company that tries hard to prove you're a liar
I've been a Healthy Paws customer for 4 years, we insure all of our family pets with them. This insurance not only raise their rates without notifying their clients, but they will also treat you like a crook. I've never had to use our pet insurance the past 4 years since our family pets are well taken care of and healthy, so as long as you don't use it everything is ok... just don't you ever dare to need it. One of our dogs just recently had to go to the vet and has had to go to a specialist as well, so they've decided to put a hold on our claims for over 3 weeks even thought I've called to confirm they have all his medical records and I've received confirmation they had; however, these claims are still on hold so I decided to call, the representative wasn't being too helpful so I requested to speak with a supervisor. She transferred me to someone who claimed to be "John senior manager for the Phoenix office". This person was so passive aggressive and so far from being compassionate that I cannot believe I've been paying all these years for this type of service. During our call he told me I was lying when I said we've only had one previous claim back in 2018 for this one pet. He insisted he needed to MAKE SURE this was not a condition that he's had before 2016. If a dog has had a health condition for the last 4 years, how come I would be submitting a claim just now? What this company is asking for is borderline impossible to achieve, making it easy for them to decline claims. How can any vet have records for over 4 years? This person is making everyone in our pet's history work overtime trying to find files that are in storage, in boxes and that they will have to make a staff member walk away from attending clients, so they can show my dog has been healthy all these years, hence NO claims. I noted to John from the Phoenix office that once we submitted our first claim back in 2018, as their policy states, they should have received all his medical history which I'm sure they received in order to process that first claim in 2018, if not then THEY are not doing their due diligence, as any new member needs to provide a complete medical history. This person was not only trying to make a situation worse claiming that I was lying because my first claims were submitted in 2020 (not true), he was trying to prove HIS case that I was lying when I said we have submitted other claims in the past. Healthy Paws claims to have compassion once your pet is going through a situation; however, they have done the complete opposite. I am beyond disappointed this is how Healthy Paws treats pet owners when they need to use the services they are paying for, even when they raise their rates with no real fundamental reason, during COVID-19 when so many people have lost their jobs, and treat poorly the ones that can still afford to pay their high rates.
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