Out of 10

Poor Customer Service, Poor Claim Processing, Denied Claims, Long Hold Times, Many Loop Holes in Policy and slow paying IF they ever decide to pay. I have cancelled after many problems with the AKC Insurance. They are the worst all the way around. Read reviews available before engaging with the AKC and become educated in what you are engaging in. Wish I had! I had multiple policies and cancelled every one of them and moved over to Embrace who exceeds all expectations and remain thrilled I cancelled the AKC. My headache is now over since I moved away from the AKC Pet Insurance.

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Renal (kidney)

Claim Amount
Over $1000


Age of Pet
1 - 8

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Posted: 01/13/2011
By: Steve Popovich…

I’m surprised to hear of your experience with PetPartners. Our claims department and customer call center are monitored very closely by senior management. We consistently exceed the insurance industry wide standards as well as our own even more demanding internal goals. Below are some key claims and CSR performance metrics for the three months of October, November and December 2010 comparing actual results to our goals:
Claims Turnaround
Goal: 14 days or less
Actual results: 5.66 days on average

Claims Quality review (to the penny)
Goal: greater than 98%
Actual results: 99.3%

Call Center Average speed of answer
Goal: 30 seconds or less
Actual results: 16 seconds on average

Call Center Abandon Rate
Goal: 4% or less
Actual Results: 3%

The above results are audited on a regular basis by our underwriter, Markel Insurance Company.