Difficult to Communicate With

Out of 10

I've had Healthy Paws insurance for only 3 months, so I wouldn't say I know them inside and out. However, so far I've found them difficult to communicate with. They go days between responding to emails. When they do respond, they don't answer the question I asked. I sent them my dog's records multiple times, they say they don't have them.
I'm AMAZED that this is the top ranked company on petinsurancereview.com. At this point I don't know if I should stick it out with them, or try another company....

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Claim Amount
$100 - $500

German Shepherd

Age of Pet
Over 8 years

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Posted: 07/21/2012

It sounds like there was some confusion regarding the medical records needed to process your first claim. We apologize if you misunderstood the information that we needed. For first time claims we request a completed claim form, full medical records including doctor’s notes (this includes visits at general and/or any specialty practices) and invoice from the claim service date.

In Little Bear’s case, it appears that he was seen by a couple of different clinics and we needed the full medical history from all of his veterinarian’s to process his claim. We called and faxed his veterinary hospital to request the missing medical records on 5/25/12, 5/31/12 and 6/1/12. Once we received this information we expedited the processing of your claim.

Thank you for taking the time to share your experiences. As a company that strives for excellence, we truly value your feedback. If you have additional questions or concerns please do not hesitate to contact me directly at jen@healthypawspetinsurance.com.

Please give Little Bear a big hug from us!

Warmest regards,

Customer Care & Claims Manager

Posted: 07/21/2012

Hi Ross,
Thank you for posting your review. We take all of our customer concerns with the outmost concern and care. At Healthy Paws, we assign one Claim Adjuster to process your claim from start to finish. This allows us to take the time to thoroughly review your pet’s medical records and give each claim the attention it deserves.

One challenge to this process is providing coverage when a Claim Adjuster is out of the office on their weekend, during the typical workweek. Since our office is open 7 days a week, we rotate schedules of our Claims Adjusters. Sometimes, these schedule rotations delay our communication response. We apologize if it took longer than you expected.

From our records, it appears that we’ve answered your questions. However, I understand that sometimes emails don’t always translate very well. If you have specific questions about coverage that you felt were not answered clearly, please let us know. We would be happy to discuss with you in detail.

Continued below…

Posted: 09/09/2012

The original observation was that there was a delay getting responses from Healthy Paws, and some questions were not addressed.
I see your comment that one claims adjuster is assigned, that seems like a good idea. But I did email records in on May 3rd, and followed up on May 7th. Didn't hear back until May 31st. So that's more than a shift rotation.... The May 31st email cited not having records that I had already sent in.

Lastly, a question I email on June 5th was never answered.