I bought the policy about 14 years ago, when it was PetCare Petwatch - back then it was great.
Once the name changed to 24hr petwatch, Customer service turned to ****. I submitted a claim back in April 2012, and sent them numerous requests and called (stayed on hold average 20 minutes each time) just to get a runaround that the claim wasnt processed yet. I just received correspondence last week (June!) regarding that April Claim for my Cat andy.
My cat passed away on June 6th, and today is June 18th, and it took TWELVE days for them to cancel the policy. I sent them 3 emails, called about a half a dozen times - with no luck. I called them today, and went off on the CSR (who couldnt help me, no doubt) but then told me she would find someone to help me. The moron transfers me to an adjuster (to cancel a policy??.... really). The adjuster obviously couldnt help with that, and went looking for the sales manager (who couldnt be found, by the way). I threatened to go to the dept of insurance with my complaint, and guess what - someone mysteriously appeared to help! After 2 weeks, phone calls and emails - i FINALLY never have to deal with this Idiotic company again!