Bad experience all around. I signed up in February; we are now in March and I am still receiving the "we need more information" emails.
The first issue came up when the expressed that they needed all previous medical history. My dog is adopted; so I only have the medical history since she has been with me. I sent them everything I had for her but they were having trouble getting info from one vet. They explicitly told me that that was the last piece of information they needed and then they would be able to begin the underwriting.
After a number of back and forth with both the vet and customer service I was able to get that info from the vet to them. As soon as that was submitted I received yet another "we need more information" email.
I emailed them saying "this is ridiculous, please cancel my plan and refund me everything I have paid up until this point." I believe this ask is fair due to the fact that her coverage was never active since the underwriting was never completed. I got yet another automated reply saying "your pets coverage was active from Feb until July and you are not owed anything.
Additionally; you are not assigned a dedicated account manager so every time you call in or email you are talking to someone new; someone who knows nothing about your account.
I only signed up with this account because my company started promoting "hub" and they were a vendor listed in hub. Not only am I leaving this review; but I am escalating this to hub as well.
Stay away from this company, far, far away. RUN don't walk. I wish I would have read all the reviews before I had signed up.