sketchy service

Out of 10

Called several times--needed to file first claim. Always and only get voicemail. No human! Callback was within 2 days, but still a hassle. Filed 2 claims--one for my dog that died of cancer. That claim was paid. Other claim for bacterial infection which caused diarrhea and required meds and blood tests--nothing was paid on the claim. Very unhappy. Customer service told me didn't need any info from the vet when submitting my claims, but then both times they requested info directly from my vet, thereby delaying my claim. Really, if you are going to insist on vet records, why not insist on them at the time the claim gets filed? So much unnecessary work for everyone, and then to deny the very basics of claims--infection! I had three dogs enrolled on this plan, but now I think I am wasting my time and money.

Did you find this review helpful?
bacterial infection
Claim Amount
$100 - $500

Boston Terrier

Age of Pet
Over 8 years

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Posted: 05/17/2011

Hi there, we’re very sorry to hear about the passing of your dog.
Our Customer Care team members are available by phone 6 days per week and can also be reached via email at Claims can be filed any time via fax, email, or through your Customer Account on our website.

There isn’t enough information here to contact you directly, but please call us at 877-738-7237 ext. 1 and we’ll be happy to let you know about our appeal process, if you’d like us to reconsider your claim. Also, we never require medical records or exams upon enrollment like some pet insurance companies do, but we may request medical records on occasion when new claims are filed.