Takes too long to process

Out of 10

I have a feeling that most of these reviews are fake. It has been over 12 business days (3 weeks) since I have processed my claim and I called to check and they said that they said that they hadn't even started to process my claim and that it typically takes 14 days to process-- which is counter to all of their marketing materials that guarantee 10 day processing. The man I spoke with was not at all helpful and/ or apologetic.

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Claim Amount
$100 - $500

Shiba Inu

Age of Pet
1 - 8

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Posted: 04/11/2016

I apologize for the delay in having your claim processed. We currently have a very high volume of claims, which is increasing our turnaround time. It is something we are aware of and are working very hard to get back down to less than 2 weeks to process claims. I apologize for the inconvenience. I am also sorry for the customer service experience you had- our goal is to be as helpful as possible for our pet parents. If you can email me at cmull@petfirst.com and let me know the phone number you called from, I can have the call pulled and utilized for customer service training. Again, our goal is to provide an excellent customer experience, and I am sorry you weren't given that.
Chelsea Mull
Digital Marketing Manager