horrible customer service, and online account terminated immediately upon death

Out of 10

i had multiple claims with HP over the past 3 years. Some small ones were processed within their 10 days claim. others took 2-3 weeks. Emails were not responded to 50% of the time. Phone call holds were over 30 minutes almost every time i called. My dog passed recently, and i had a number of final claims. They TERMINATED my online account immediately upon his death so now i can no longer access the account and check my claims submissions and payments. i think there is one large invice that has not been paid. I have sent 3 emails with no response. I called and was told this is their protocol and essentially too bad for me. I requested a supervisor over a week ago but none has been in touch. I am preparing a formal complaint to the Insurance Board. Stay away from this company!

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Claim Amount

Mixed Breed

Age of Pet
Over 8 years

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Posted: 09/05/2019


We’re so sorry for the loss of your beloved pet. We know how hard it can be and you are in our thoughts. We apologize that our customer service was not up to par during this difficult time. You are correct in that once a pet passes away and the account is canceled, access to your online account is suspended. One of our customer care team members has responded to your emails and provided extensive information regarding which claims have been filed and processed. If there are other invoices that need to be filed, they also provided information on how those can be sent to us for processing. Again, we are so sorry for your loss.

The Healthy Paws Team