petinsurance review

2
Out of 10

there was some confustion and alot of wasted phone fax time on these claims and you still messed up and sent me a cheque that was to go to my vet

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Injury/illness

Skin problem

also riped nail
Claim Amount
$100 - $500
Breed

Mixed Breed

Age of Pet
1 - 8

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Posted: 02/05/2013
By: Joe @Trupanion

Hello Edna-
I'm sorry we let you down.

I looked over the notes on your policy, and it looks like there was some confusion around your claims and how the deductible should have been applied, and also how London's various issues were related. I do see that we got it all sorted out, but it did take a great deal of communication between yourself, your clinic, and us.

I see a note that our claims team did discuss with the clinic paying the claims directly to them. They wanted to double-check with you first, and it looks like we didn't speak to them again so the claim was paid to you as the default.

I can absolutely understand your frustration with how your first experience with us went. I assure you that we strive to give every policyholder the best and fastest claims experience possible, and your experience just happened to be one of the rare instances where that didn't happen. I hope that London stays very healthy and you never need to make another claim, but assure you that future claims experiences with us will go much more smoothly.