High Premium Increase

Out of 10

Overall I found Healthy Paws customer service courteous and the claims process was very easy; however, I found it strange that when I submitted a claim, only the percentage of the claim that equaled my reimbursement percentage was applied towards my deductible. For example, if I chose a 90% reimbursement rate after my annual deductible was met, then only 90% of the total amount of my claim was applied. When I questioned the company about this calculation, no one (even management) could provide me with an answer as to why. In my 3rd year of coverage, my premium jumped 25% with no warning. That was the last straw for me.

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Claim Amount

Miniature Schnauzer

Age of Pet
1 - 8

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Posted: 01/04/2020


We appreciate your kind words and are sorry that your baby wasn’t feeling well. With the exception of one claim since your enrollment 3 years ago, all others have been covered based upon the deductible and reimbursement level you chose at enrollment. Any items that were not covered are those that are excluded from coverage based upon our policy. Those exclusions are pre-existing conditions, preventative/routine care and the office visit fee (vet exam, emergency exam, recheck or consultation). We do our best to be transparent regarding how our reimbursement calculations work by including this information (including examples) on our website within our "Frequent Asked Questions" page, and on our "For Customers" page within our website. Our process for calculating reimbursements are approved by each state's Department of Insurance and there are many pet insurance companies that use this same method for determining reimbursement amounts.

We're sorry if you haven't opened our emails regarding your premium updates. Insurance regulations require that we send out a notice to our clients whenever there is a policy change. We will always email you regarding the premium increase sixty days prior to your policy anniversary date, using the email address you chose for your account. If you would like a copy of those most recent email for your records, please contact our customer care team and we’d be happy to send that to you.

In regards to your premium, we know that no one likes any form of increase. Our management team works hard to keep our premiums as low as possible while still providing comprehensive coverage. New technology, advancements in veterinary treatments, and overall claim costs are taken into consideration when assessing our rates. Premiums are determined based on the rates and rating rules filed and approved within each state’s Department of Insurance. These reflect the cost of treatment, advances in veterinary medicine, your individual pet’s breed, gender, age and other factors, in addition to the overall claims experience for the program within the region your pet resides. As a result, we need to increase the premium level for all pets in your state so you and your pet can have continued access to the best veterinary care. Rest assured, we will never penalize you with higher rates for making claims. All pet insurance companies, no matter how they market their benefits, will raise rates to keep up with the rapidly rising cost of veterinary care. We do our best to be transparent regarding annual premium increases by including this information on the "Frequently Asked Questions" page of our website. We’re sorry to lose you as a policy holder ad hope you and your pet stay well.

The Healthy Paws Team