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Wish I could rate you zero stars
Horrible experience when submitting a claim. I have had my PC policy since my dog was about 4 months old, he is now 7. I submitted my first claim earlier this year with Pets Plus Us after my PC policy was grandfathered in. They sent an email requesting all vet records, including medical history from a vet that I had only seen to treat his current condition. I sent in everything I had and notified them of records that did not exist, as they were requesting. I asked to be notified if anything else should be required to ensure a speedy claims process. I recieved no response or action on my claim and ended up reaching out by phone. They stated there were still missing medical records from the vet office mentioned above. I again reiterated that he had been to that vet once and therefore no medical records exist except for the ones that they already had. I called multiple times over the next month and was told they required more information still. They claimed they needed my vet to fill out even more information explaining that my dog is infact diagnosed with what his paperwork already stated he is diagnosed with. Meanwhile, my vet had spoken to the rep who informed her that the claims department should not require any more information and I formed her not to take any action at that time. So again, sitting in limbo. Eventually my claim was paid out but it was significantly less than I was expecting. My total claim added up to around $1500 and I was paid out $350. I had spoken to the customer service agents a few times who stated they wanted me to get my vet to fill out more paperwork arguing my dog actually has an illness in order for their claims department to complete a review of my file - the same department that made the original decision. I asked for documentation stating that my dog's diagnosis was excluded from the illness category as I had no policy documentation stating this. A manager in the customer service department stated they were unable to provide this and told me they needed "weeks" to look into my case and to "be patient". A review took place and after 3 weeks I was informed nothing was going to change. Ultimately, all my time and energy dealing with this company got me nowhere. I feel completely jerked around and like they based a decision about my dog's illness on their own uneducated opinion of veterinary medicine or whatever they pulled out of the air that day, as I still have no policy documentation to back up anything they claim. Upon cancelling my policy, the customer service agent was sure to place blame on my vet stating they could not get into contact with her through this process. I explained her contact with the rep and how the rep told her not to provide further info. Come to find out, my vet took time to write an appeal that she sent directly to Pets Plus Us. Not only did Pets Plus Us not follow up with her after the denial of my review but to pour salt on the wound, they lied to me and claimed she was non responsive to all their requests. Very sad that this happens at times of high stress for people who are dealing with sick pets.
Insurer: Pets Plus Us
By: Jessica
I love my pet insurance!
Thanks for making it so easy for my vet to submit claims and then for your rapid response reimbursing me!
Insurer: Nationwide
By: Diane
Can’t ask for any better
Top notch customer service very knowledgeable when questioned are asked regarding policy claims.
Insurer: Nationwide
By: Chuck
fix my portal than I will be happy
I have asked several times to get my portal fixed and nothing has happened. I asked to have mine deleted so I can try again to see if it works and of course has not been done.
Insurer: Nationwide
By: Nancy
Excellent customer service and fast response
Love Nationwide! They were so fast with payment when I submitted the claim. I am glad I can count on them as my Narnia is getting older and is needing more and more health care.
Insurer: Nationwide
By: Sonja
Customer Service
Wonderful customer service and friendly helpful staff
Insurer: Prudent Pet
By: Kimberly
Tracy was very friendly and efficient.
Tracy was very friendly and efficient. Got the required paperwork to me very fast. Very helpful with my questions and concerns. Responded back to me very quickly. The preapproval process was so easy and simple and fast. I was surprised how fast it was completed.
Insurer: Trupanion Canada
By: Karen
Great insurance company
It is very easy to work with Trupanion. Claims are submitted by my vet and I receive a detailed description of how my claim was processed by email. When I need to phone in, the service is prompt and friendly. It's a great insurance company.
Insurer: Trupanion Canada
By: Leila
I always have a great experience with Trupanion.
I always have a great experience with Trupanion. Also, Aaron was amazing. Thanks.
Insurer: Trupanion Canada
By: Ahmad
Customer service is fantastic.
Customer service is fantastic. Claims are processed very quickly.
Insurer: Trupanion Canada
By: Crystal