Out of 10

In purchasing the coverage it should be explained to the customer the extra rider to cover therapy and post surgery therapy. Or at least include the coverage with breads that are prone to surgical procedures

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Acl surgery (TPLO)
Claim Amount
Over $1000

American Bulldog

Age of Pet
1 - 8

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Posted: 01/24/2014

Thanks for taking the time to provide us feedback!

I looked into your situation to see where improvements could be made. I do see when you enrolled the person you spoke to offered both of our optional packages to you and they were declined. We also made some improvements to our policy (and the package that includes therapy coverage), and an email was sent to you about six months prior to your dog's injury advising of these improvements. Included in that email was information on what's covered by the Additional Care Package and how to add it to your policy.

We're always trying to do a better job, and the only way to do that is with feedback from customers. We appreciate you taking the time to give us feedback. We strive to be transparent and to ensure that all of our policyholders know exactly what they are and are not covered for BEFORE their claims come up. That was clearly not your experience in this situation, and we regret any frustration caused by that.