Poor customer service

Out of 10

My dog had surgery 7 months ago. I paid the deductible in another state since we just moved. It was a surgery for both legs on our dog, which you can only do one at a time.I called on three seperate occasions to ensure that this dedecutible would not be taken out a second time. Each time I was told it would not. Now today when I submit my claim I'm told no it doesn't and you pay the deductible again. It's not about the money!!! I have plenty. It's about the poor customer service and not knowing the rules. I read the policy and inquired and to be told by representatives of petplan something different is poor communication and service. Again, it's not the money. As a customer I should be informed correct information. My claim number is 000208481.

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Claim Amount
Over $1000

Boston Terrier

Age of Pet
1 - 8

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Posted: 07/01/2013

Property insurance laws are governed by the state, so when you change states an entirely new policy must be written (an unavoidable legal matter), which is why you were charged a second deductible. Without knowing about the state change it would be impossible to know to give you this information.