Nationwide | Pet Insurance Review

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Great customer service!

I’m glad we made the investment in pet insurance with Nationwide. Quick reimbursement and caring staff

While it took a while to receive my claim money, I was pleased with the coverage.

I used to have a high opinion of Nationwide. I have a policy on my other dog which I have not had any problems with, so I decided to add a policy for my second dog. During that time the time for processing claims went from approximately two weeks to two months for this last claim. I called several times to see if there was a problem that I could help with. The first couple times I called they just told me that they were swamped and to not worry about it. Next I was told that they requested records from my vet which was odd because I had attached the doctor's note sheet to the invoice that I submitted. They told me that once they received the records from the vet it would take a few days to review and then the claim would go through. After not hearing anything I looked online to check the status and saw that the claim had been denied. Good thing I checked or I would never have known as they didn't send any kind of an email notification. Before calling Nationwide I called my vet to make sure the records had. been sent and was assured it had been sent the day it was requested and they even had a fax confirmation sheet in the file. When I called Nationwide I was told that the vet records were never received so they denied the claim. I told them that the records had been sent and apparently misplaced so the representative gave me the fax number and all other information to get the documents to the right person and assured me that he would follow up with me the next day to tell me whether documents were received. Next day, no call. I waited and within a few days the claim was approved. However I then got a letter stating that there would be an exclusion on file for gastroenteritis because 9 months ago I took my dog to the vet to see if there was something they could prescribe for car sickness. Gastroenteritis covers a whole host of other issues that should not be excluded simply because my dog used to have an issue with car sickness! I called and tried to have them list the exclusion as only car sickness instead of anything that falls under the umbrella of gastroenteritis. I was basically told that's not possible. They did tell me that I could request a review of that exclusion if he has not had any issues in the last 6 months. Funny how when they reviewed the records it was 9 months ago he was seen for that and they picked it up as an exclusion! I'm going to attempt to request a review since that issue has resolved itself without the medication that was prescribed as we discovered that if we brought our other dog along it eased his stress so he didn't get car sick anymore. Problem solved ... cured, but now I have absolutely no confidence that this review will go smoothly. I do know that if this is not resolved I will be cancelling this policy and telling everyone I know about this horrid experience. Nationwide used to be good, but not anymore! The only reason I gave a 2 rating instead of a 1 was that the claim was eventually paid ... 2 months later!