Poor Customer Service

Out of 10

My cat Rocky had a small cyst on his back that was aspirated and added as an exclusion onto my policy. I requested removal of this exclusion after 6 months of no treatment per VPI policy. Unfortunately, when I moved to a new city, the new vet felt that I should have it removed when convenient and sent to histopathology just in case. So I called VPI to explain the situation and ask if this would be covered or if the exclusion would be in place even after it was removed from my rider. The customer service representative said that it was fine to send in the review and the claim and it would all be sorted out. Of course, the claim was denied because VPI claimed that even if it is removed, if the issue happens to occur again then it can be considered pre-existing. So if my pet has a respiratory infection 8 years apart it can be considered pre-existing because it happened once. Two levels of supervisors later, they admit that the employee was in error, then back pedaled, then refused to offer any compensation for their error which would have ultimately influenced my decision for my pet. I cancelled my coverage immediately -- VPI has a significant issue with backpedaling on what they say on the phone when challenged. I felt it was necessary to speak to two representatives per call to ensure that the story was likely true. This company is too expensive, does not pay out on claims, and has very ambiguous representatives.

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Skin problem

Claim Amount
$100 - $500

Domestic Shorthair

Age of Pet
1 - 8

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