Fast Payment/Response Time

Out of 10

I have been with this company since I got my dog as a puppy and he just turned 10. They are very good at paying for what they cover and are quick at handling claims and also very nice and professional. The only thing I didn't like was a year or two ago, after a claim, they almost doubled my monthly rate saying it was based on the average costs of basset hounds in my area. I interpreted this to mean my basset hound, since it was right after a claim - and that didn't seem right after 7 plus years of paying into the program. I would have given them a 10 if not for this.

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Skin problem

Claim Amount
$100 - $500

Basset Hound

Age of Pet
Over 8 years

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Posted: 02/06/2013

I'm glad to hear we've given you great claims experiences, and I hope your dog has recovered well from his past issues.

I did want to clarify your rate adjustment for you. I can assure you that I premiums are NEVER tied to your claims experience, or your pet getting older. Our prices are based on the average cost of veterinary care for a pet like yours. That means we look at the average cost in your area, averages for his breed, and also the age he was at enrollment.

The easiest way to verify that pricing adjustments aren't based on your individual claims is to get a quote as a new customer on our website. If you get a quote in the same month your price changes using his age at enrollment and keep the other information the same, you'll see the price you pay is the same as a new customer signing up that day with a Basset the same age he was when you enrolled him. If your price was influenced by your dog's individual claims, it wouldn't match what brand new customers with no claims are paying. If you get this quote outside of the month that your new price becomes effective, then the prices may not match as rates for new enrollments are continually adjusted to ensure that when new customers start with us their rates are as accurate as possible.

If you have other questions about our pricing, our customer service representatives would be happy to answer anything for you! 1.800.569.7913