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Completely fails to deliver
This will be a long one. I decided on healthy paws only one month after getting my puppy after a trial period with AKC insurance due to the glowing reviews of HP on Reddit dog communities. Sadly, upon filing my very first claim I am disappointed to say the least. I read my policy documents from start to finish - I knew exactly what was covered and what wasn’t. In March of 2021, we had to take our goldendoodle to an emergency animal hospital due to a foreign body. I submitted the initial claim on March 18, which was denied one month later due to missing documents from prior to 9/2020. I had misunderstood the request and submitted some documents without lab notes. My bad, I contacted my current veterinarian, emergency veterinarian, and previous veterinarian to request full records with lab notes. While I was able to get records from my existing vet and the emergency clinic, my previous vet had a data failure, and only had the record from his puppy exam in Nov of 2019, one month before he was enrolled in Healthy Paws. This DID include lab notes - I’ll get back to this. I also had the test results from a urinalysis and blood panel from early 2020. I uploaded these documents and resubmitted the claim on 5/7 and stated very clearly that there was a data failure and these are all the records that exist. On 6/15, I received a denial again (38 DAYS LATER) stating that records were needed from prior to 9/2020. WHAT. It took them 38 days to not even open the new documents I uploaded and deny my claim for the same reason. I called healthy paws on 6/16 asking what was wrong. The representative was kind but did not seem to understand what documents I had uploaded were - she did however advise me that she would submit the claim for appeal, and that she would make a note of the data failure of my previous veterinary office. I also re-uploaded the 11/2019 puppy exam record in case the original upload wasn’t successful. Later on, I got a response that my line-item invoice had been reviewed but they need the lab notes. Now, the format of this had the line-items on the first half of the page and then listed the vet’s lab notes under it. If they actually read it they would realize this, but I’m guessing someone just glanced at it. What, do you want me to highlight it for you? I hadn’t heard anything about my appeal, so I sent an email inquiry on 7/5 to confirm if my claim had actually been appealed. Understanding they were closed for a national holiday I expected to hear from them later in the week. Well, it’s almost a week later, and I have heard nothing. The app and website mention nothing of an appeal. It has been four months. FOUR. Their documentation says roughly 10 business days. A quick recap, my dog (who has been enrolled in healthy paws since 12/12/2019) ate a toy at a dog park in 3/2021, and they can’t approve my claim because the records from 1+ year ago no longer exist and their claims processors can’t read. I’m pretty sure he wasn’t born with a toy in his stomach, so I don’t even see why those records are relevant. Customer service seem like very kind people but the reps on the phone seem to have no authority to do anything and are completely separate from the claims process. As I understand it, it’s pointless to even have this insurance because I will never have a claim approved due to the data failure that I have no control over. Almost two years of premiums for nothing. Not to mention, because I have submitted a claim, even though it has been denied, I can never opt for a higher premium and coverage level - for the rest of the time I am a customer - which is a terrible policy and is clearly a punishment for submitting a claim. Unless something major is done to fix this, I will be leaving healthy paws, and I had never planned to do so before. I would not recommend this company to anyone, this has been an absolutely horrible experience. They completely failed to deliver when I needed them.
Insurer: Healthy Paws
By: Tori Frame
Didn’t cover barely anything and I had…
Didn’t cover barely anything and I had the highest insurance they offered. Covered less than 30% of my vet bill.
Insurer: Pets Best
By: amanda adamS
My Pug Izzy has been with Trupanion for…
My Pug Izzy has been with Trupanion for like 5-6 years. She’s had cancer for surgery which they covered. In an effort to save money we cancelled the policy. Less then 2 weeks later we reinstated the policy. They decide to treat her like a new client and never told me. She had cancer again had surgery and they won’t cover it. “Pre-existing condition” they say. Poor customer service I say. Cancelled my policy.
Insurer: Trupanion
By: Paul Abate
Long processing times
I’m happy with the EOB and everything is very clear, but the current processing times are way too long. I have another dog who has insurance through Figo and the last two claims I’ve filed with them have been closed in half a day - one being on the Fourth of July. If PetBest had better turnaround times on claims (even a week would be fine), I wouldn’t have any complaints. The most recent claim I filed took over a month to get processed. Please look at this issue. Thanks!
Insurer: Pets Best
By: Clare G
Excellent, Easy Claims
Highly recommend Pet's Best! They're very transparent with their claims, and keep me posted throughout the claims process. It's super easy to submit claims (I've submitted multiple for my 2 dogs) and have had no issues with payment. I preciously had a different company with a different dog--and they paid very little and made me submit a ridiculous amount of paperwork. I wound up cancelling because it cost more than they paid. NOT the case with Pet's Best!! They've made pet ownership more affordable!! Highly recommend!
Insurer: Pets Best
By: Lea
Never an issue with Trupanion
I have had Trupanion for approximately 12 years. My Maggie has had CHF since she was 9 and Trupanion has saved us so much money on emergency visits and medications. They make it so easy to file our monthly claims.
Insurer: Trupanion
By: Angela
Rates
If you think their rates are high, just wait until you need to pay for a 5 night stay in the hospital out of pocket, then you will have perspective. They have paid the claims fast and with no bureaucracy.
Insurer: Healthy Paws
By: Dan
Good premium collection dishonest claims processing
I have a new puppy and purchased wellness and illness coverage. I submitted my itemized invoice and receipt. Close to a month went by and they sent me a letter telling me they couldn’t process my claim because they needed a detailed invoice and receipt. What the heck is going on? They are really good at collecting premiums but seem to be lacking in the claims processing area. I am considering canceling this coverage because if that’s the way they play When are good faith claim is submitted. There’s something seriously wrong.
Insurer: Pets Best
By: Debbie Balestra
Reliable, Helpful The Best
I have had only wonderful experiences with Trupanion Insurance. My niece is a Veterinarian and she recommended it. It has been a great experience, they have answered all my questions and were very helpful when Tucker tore his ACL and had to have surgery. Having the insurance and knowing I would have help paying the bills for his surgery helped make the decision to have the procedure less stressful. Filing the claims for his bills was easy and they reimbursed me quickly for 90% of the cost after the deductible was reached. I would recommend this insurance everyone who has a pet. Thank You Trupanion
Insurer: Trupanion
By: Sharon
great service with speedy results
great service with speedy results. Spot pet insurance is the best insurance that I have Found. THANKS.
Insurer: Spot
By: darrell welch