POLICY RENEWAL - EXCLUSION CREATION

5
Out of 10

I HAVE HAD PETFIRST HEALTHCAR POLICY FOR BOTH MY FEMALE JACK RUSSEL TERRIORS. AT FIRST I HAVE THE BEST POSSIBLE COVERAGE WHICH INCLUDED EVERYTHING FROM VISITS, TO PREVENTABLE TREATMENT MEDICATIONS, SURGICAL CORRECTIONS OF THE DISC, ACL, PCL, CCL AND MCL. PETFIRST DID PAYOUT FOR EACH DOG FOR YEARLY PHYSICALS, VACINES AND TESTS UP TO $250 EACH DOG. IT WAS GREAT BECAUSE I FELT I GOT MY MONEY BACK IN CLAIMS. THE FIRST YEAR THEY STATED THEY WOULD NOT COVER ACL UNTIL AFTER THE FIRST 12 MONTHS OF THE POLICY. WELL UPON RENEWAL, THEY DISALLOWED SURGICAL ACL TREATMENT EVEN THOUGH THE POLICY INITIAL SAID IT WOULD COVER IT AFTER THE FIRST 12 MONTHS. 13 MONTHS INTO THIS INSURANCE AND JUST AFTER THE RENEWAL ONE JACK RUSSELL NEEDED SURGERY TO BOTH LEGS FOR ACL AND AFTER SUBMITTING THE CLAIM, I WAS SHOCKED, IT WAS NOT COVERED. YES, I DID NOT REVIEW THE RENEWAL POLICY BECAUSE IT AUTOMATICALLY HAD RENEWED AND THE PRICE WENT UP AND I FIGURED THE COVERAGE WAS THE SAME BUT THIS ACL WOULD HAVE BEEN COVERED. I GOT NO WHERE WITH THEM AFTER DISPUTING THE TERMS AND CONDITIONS STATED IN MY FIRST 12 MONTH POLICY WHICH STATED ACL WOULD BE COVERED AFTER 12 MONTHS. MY DOG ACCIDENTLY TRIED TO JUMP OVER A GATE IN HOUSE AND BASICALLY CAUGHT HER LEG IN THE GATE AND THIS CAUSED THE ACL TO DISLOCATE AND ITS EVIDENTLY A HERITARY THING WITH JACK RUSSELS. BOTH LEGS COMBINED COST ME $3000 AND BECAUSE I HAD A $12,000 LIMIT AND $2,500 PER ACCIDENT, I HAD EXPECTED TO BE REIMBURSED SOME. I LET THE POLICY RENE

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Injury/illness
DUAL ACL SURGERY - WAITING PERIOD 12 MONTHS & AT RENEWAL PETFIRST ADDED EXCLUSION RATHER THAN COVER IT ACL AS EXPECTED UPON RENEWAL AND 13 MONTH
Claim Amount
Over $1000
Breed

Jack Russell Terrier

Age of Pet
1 - 8

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Posted: 02/04/2014
By: Savannah

We had the same issue happen to us recently too. My husband and I have been with them 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, they 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.

Posted: 02/15/2014
By: Yvonne Kenwor…

Thanks for sharing and reinforcing to us we have also been trusting a scam company in using Pet First.
Our dog of four years died after a catastrophic illness of many diagnoses, multi organ failure etc. Pet First not only misinterpreted and "missed" some of the tests on the invoice to evaluate but found every excuse and manipulation of the process to not pay other than a minimal amount.

They are impossible to get ahold of either by phone or online and one is treated like a number.

Stay away from this company. They have covered once in the past for a one time sudden gastroenteritis and emergency care but don't seem to know what to do if one's pet gets a longer term, complicated illness that is multi-dimensional. It gives them loopholes and excuses to twist the "small print" and not pay.

Because of their poor communication process and ability for us to access online or by phone to get claim forms, we were "QUESTIONABLY" one to two days over their assessment of the 90 day period to receive claim forms. They simply did not care that they after many attempts to access claim forms online to no success, several phone calls waiting over 25 min. for an answer, two days attempts trying to fax the claims, having to deal with our beloved dogs death, two eye surgeries in a month (communicated to them) and five holidays during this period, many Midwest storms where we could not get out to drive 30 miles to the vet for signing forms etc. etc. They simply did not care. We are a number.

They gave one diagnosis for the whole multi-system illness,pancreatitis, so each visit under that needed a new deductible paid. Very slippery!!!! Not to mention, incorrect interpretaion of the medical reports and documentation. They did not even know he had an ultrasound,
did not claim to see the attached invoice on it nor the page long medical report from the Dr. performing it.
Scary!!!

They also raised our premiums even though we rarely made a claim for either of our two dogs.

We canceled our current insurance on second dog and will not use them for our new puppy.

Their interaction was rude and cold.

We will transfer to other more reputable companies. I have researched extensively their ratings and reviews and PetFirst is highly questionable.

Posted: 02/20/2014
By: pat

Thank you, I will cancel the policy I just got. Put my money in the bank instead.