5
out of 5
POSTED: | BY: Vanessa
Easy to manage/overall great/customer care needs work.
We have two young dogs on health insurance. The top-tiered level & overall the ease of claims/submission etc has been very easy & I have recommended to others. I was initially lead to this company by our vet.
Had a very bad experience with talking to customer care 2x last year, & so that would be my only negative thus far. Agent was not clear & a bit sneaky, twisted words around, & one of our plans was compromised coverage-wise. We appealed (calls were recorded) and only 1/2 of it was resolved. Was very disappointed in the way the issue was handled. I am a very honest person & pet owner & was so taken back by the experience, & the way the agent proceeded to put pre-existing conditions on her plan without full disclosure & DID NOT TELL me on the call. It was handled very unprofessionally & upon speaking to an agent in the recent future, they actually agreed that the agent was not honest & did not handle the call appropriately.
All in all though- the ins and outs of the insurance process is great & I have kept them on their plans because of this. It has helped us overall, undoubtedly. Very easy to submit claims on the app & the process is quick overall.