Not recommended

Out of 10

I sent two claims on different dogs several months ago. They still have not paid on the claims after receiving the health background for each dog. I have contacted them several times and they keep saying they need the medical records. The vet's office said they have faxed over all the information several times.

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Claim Amount
$100 - $500


Age of Pet
1 - 8

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Posted: 02/05/2013

Why dont you just fax over the records yourself? Sometimes vet offices get busy and think they have faxed over something or fax to a wrong number. Just a suggestion, Thats what i do, i just fax over records myself.
PS. I had a incident one time where a vet office was suppose to fax me my pets records and i never recieved them and the fax was right in front of me of where i was sitting all day, when i called them later that day they swear they faxed them over.

Posted: 02/11/2013

Dear Tonia,
We share your disappointment with not being able to process your claims in a timely manner. In order to process your first claim for Lexi we need her full medical history, including the medical history prior to enrollment. We only need the full medical history on the first claim; you will not need to send us their full medical history on any future claims. Please keep in mind that all pet insurance companies require medical history, including the veterinarian’s notes to process claims.

It’s always frustrating to us too when we do not receive the required information to process your claims. After repeated attempts to gather the required information we received the missing documentation and are in the process of working on Lexi’s claims now. You will receive your Explanation of Benefits and reimbursement payments shortly.

Maggie’s claim was processed on October 10, 2012 and coverage was denied because the treatment service date was prior to her being enrolled with Healthy Paws. The service date was on August 7, 2012 and Maggie’s policy effective date was on August 8, 2012.

I will follow up with you directly to see if you have any additional questions or concerns.

Warmest regards,

Customer Care & Claims Manager

Posted: 02/12/2013

I would ask your vet to give YOU copies of all your pet's medical records. And then I suggest that YOU fax the records to the direct attention of your contact at this insurance company. Call to make sure he/she received the transmission.
I work in the (human) medical field. I suspect the vet's office hasn't actually faxed the information. This happens with MD's as well. Doctors' staff will "say" they faxed records, but in actuality nobody did.

Keep a record of the name of everybody you speak with, the date & time, and a brief context of your conversation. I believe you will receive appropriate service if you take my advice.