Watch out for additional exclusions to policies

Out of 10

My husband and I have been with you all for 3.5 years, and when we first began, we understood that any cruciate ligament issues were NOT covered within 12 months. Once we'd renewed a policy after 12 months, any issues with ACL/CCL would be covered. That was the deal... Well, our dog Deebo just injured his back leg and is facing surgery this week, I just reviewed the policy out of curiosity to make sure he'd be covered because I assumed the exclusion would be the same as it always was, especially since we've always RENEWED our policy. Come to find out, you all pulled the rug out from under us, and omitted the language that would allow us to have the security we were expecting. How is that a good business practice? Renewing a policy, to any normal customer should mean, renewing the exact terms and conditions from the original contract. I've already called your customer service and basically was told, "well, sorry, you should have read your exclusions when you renewed" WHAT? If you want to make this right, you should make good on the original terms and conditions. Put yourself in the shoes of your customer, how would you feel if this had happened to you?? Exactly, slap-to-the-face.

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ACL tear
Claim Amount
Over $1000

Scottish Terrier

Age of Pet
1 - 8

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