Serious Delay

4
Out of 10

After spending 24 hours at the emergency hospital, I brought my dog and a bill for over $1000 home. I immediately filled out the required documents, had them signed by the doctor, went to my regular vet to get my dog's records and mailed it all in to Vetinsurance within two days. I waited 1 month and when I didn't hear anything I called to inquire. They told me they had nothing on file and nothing had been received. They suggested it got lost in the mail. I called again two weeks later and was told the same thing. In the meantime I was waiting for the doctor who treated my dog to get back from holidays to sign the second form. I called again on a Friday and was told that there was nothing on file. I finally got the docs signed (now almost two months after the original claim) and was about to fax it in when I received a cheque in the mail on Tuesday for my claim that was apparently never received. Let's review, called on friday, was told there was no claim on file for the third time, received a cheque on Tuesday. When I asked for an explanation I was told that the claim was received two days before it was processed and mailed out. It was mailed out at the end of November, processed at the end of January and sat somewhere for two months. Interesting. My suggestion to anyone sending in a claim is to fax it in (apparently mail doesn't work in Canada), call them to confirm they received the fax and TAKE NAMES!!!! I am considering changing insurance providers as I feel this was absolutely unacceptable for the amount of money I pay per month. I expect much better service than what I received.

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Posted: 07/04/2009
By:  

surely this is an unusual experience. I have been very impressedby the speed of response and payment!
The vet's office has faxed the form and I have received
an e mail response the same day.

Posted: 08/21/2009
By:  

We have since revisited our customer service systems to ensure that this does not happen again. We apologize for this miscommunication and lag in claim turnaround time. Trupanion/Vetinsurance is committed to responding to claims promptly and that’s why we vigilantly track our approval and processing time to ensure that we are the fastest claims processing pet insurance company in the market. On average, we are able to process a repeat claim in 24 hours and mail out a check within a week from the time we receive the claim. We greatly value your feedback and continually do everything within our means to improve the customer experience!

Posted: 08/24/2009
By:  

We have since revisited our customer service systems to ensure that this does not happen again. We apologize for this miscommunication and lag in claim turnaround time. Trupanion/Vetinsurance is committed to responding to claims promptly and that’s why we vigilantly track our approval and processing time to ensure that we are the fastest claims processing pet insurance company in the market. On average, we are able to process a repeat claim in 24 hours and mail out a check within a week from the time we receive the claim. We greatly value your feedback and continually do everything within our means to improve the customer experience!

Posted: 08/30/2009
By:  

Sounds similar to the situation I run into with my company. However, 100% it has always been the hospital's fault for not filing the claim promptly. I always double check with the hospital to ensure they've sent my claim.