Bad Customer Service and Follow up

3
Out of 10

I have had insurance with 24Petwatch for 4 years since we got our Chocolate Lab. The service and coverage we were provided until October of 2020 had been good and no issues. Unfortunately last year our lab had two major surgeries in 2020 on his hind knees. His surgeries went well and no complications. The last claim we made in October was a disaster and delayed payment from 24Petwatch caused frustration and confusion. During the claim process 24Petwatch decided to hold up reimbursement for several thousand dollars. Due to the fact the invoice from the vet did not have our dog's name on it. To note we have made other claims in the same year and previous years with no issue for our dog with his name not on the invoice from the same vet. I made several calls and emails to ask for an explanation on the delay of payment with no calls back. I finally received payment several weeks later, after I made several calls. To date I have yet to receive a call or email from a supervisor or manager to explain the delay or an apology why 24Petwatch decided to change they claim process midway through a claim?

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Injury/illness
Claim Amount
Breed

Labrador Retriever (Chocolate)

Age of Pet
1 - 8

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