Payment Experience

Othelia, We understand that there are times a policyholder's credit card used on the policy could be lost, compromised by fraud or that there may be a change in bank accounts, expiration date, etc. When an account goes into suspension due to the fact that we are unable to bill the card on file, we make every effort to keep policyholders up to date and informed about the status of their account. Multiple notices are sent via email, and a Notice of (upcoming) Cancellation is sent out via regular post as well. There is also an automatic grace period that is taken into account. However, if we do not hear back from the primary account holder (prior to the cancellation effective date) the account must be canceled. In order to be equitable to all enrolled pet parents, we cannot make any exceptions to this policy. Your email complaint has been provided to management and our customer service team member provided you with our address if you want to submit a written complaint.

We understand there are times a policyholder's credit card used on the policy could be lost, compromised by fraud or that there may be a change in bank accounts, expiration date, etc. When an account goes into suspension due to the fact that we are unable to bill the card on file, we make every effort to keep policyholders up to date and informed about the status of their accounts. Multiple notices are sent via email, and a Notice of (upcoming) Cancellation is sent out via regular post as well. There is also an automatic grace period taken into account. However, at the end of the grace period, if we do not hear back from the primary account holder (prior to the cancellation effective date) the account is canceled. In order to provide our coverage with no annual or lifetime caps for all pets enrolled with us, we offer plans based on the pet’s information and claims payout in each state. Since your pet fell outside the enrollment guidelines in your state, we could not re-enroll your pet.

We’re sorry for your frustration regarding your claim reimbursement. Your claim was paid with a check being mailed to you the middle of July. At the beginning of August, you started the process of enrolling into direct deposit, which was completed the middle of August. In the middle of August you notified us that the previously mentioned reimbursement check was not received. A case was made for our Payments Team and at the end of August, a stop payment was placed on the check and your reimbursement was provided by direct deposit.