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Shady customer service experience
Spoke with a woman who would not directly answer any of my questions. I asked how long until they cover a CURABLE pre existing condition such as a UTI for a cat which is a common thing some cats deal with and she went on and on and on about broken bones and all this other nonsense. I tried to steer her back to the original question several times and she just couldn’t stay on topic. I don’t know if she was on something or what her deal was but it was very weird. She didn’t want to give me a direct answer. I finally asked to speak with a supervisor. She put me on hold for several minutes and came back and said no one was available. Then she message the supervisor with my question, the supervisor just answered it directly. Imagine that. I asked a question and they just answered it. I told her thank you and that was the question I was trying to get an answer to. She said I should have told her that lol. I tried to explain how this can be frustrating and a little suspicious to a pet parent that’s trying to get info. I explained that it is as if she was working me a little. Like she was saying words without answering the question and talking in circles. I would ask a question and she would answer it as if I asked another question. Very sales pitchy. It was very bizarre to say the least. She then started raising her voice and talking over me so at that point I told her to have a nice day. If you are also curious, there is no amount of time after a cat gets a uti that that they will cover it. There is no curable condition time period like some companies (usually 12 months to 18 months). My cat has had one uti a year and a half ago (she is 2 years old) and if she were to get one at any point in the future it will not be covered. The woman told me not to worry about a uti and that it’s not a big deal which made me uncomfortable. I had to give her a break down of how expensive it actually is. There is the office visit, which is often a same day emergency visit which is more expensive because a uti can come on quickly, the urinalysis, and the medications. It’s expensive. Hundreds of dollars. She then asked why I’m so concerned about a uti, maybe my cat has kidney disease or something. I said no, she does not, I would just like to know what I am paying for coverage wise, what is covered, and what to expect. She then began her sales pitch again and didn’t respond to what I said. She was off on another roll. Very unproductive and unprofessional conversation to say the least. When companies act like this and you get that pit in your stomach, it is bad deal and you need to get off it. There was nothing good about whatever that was. Really scary these people are in charge of providing insurance for beloved pets.
Insurer: Pets Best
By: Grandma Sara
My insurance policy was increased for…
My insurance policy was increased for no reason and I send invoices for a condition and I received multiple issues: 1, uploading of claim kept being rejected and delayed, took me hours to do so; 2, condition wrongly named so that one of the invoices was not allocated to the deductible; 3, although you received detailed invoices you requested additional records as is invoices (with detailed description) were not enough. You used to be a lot more customer friendly. Service has significantly worsened over the years.
Insurer: Trupanion
By: PolicyHolder
The sales rep named Rosie
The sales rep named Rosie. Helpful and polite.
Insurer: Nationwide
By: customer
I greatly appreciate the patience…
I greatly appreciate the patience Nationwide shows while I collected medical records for the medical review and underwriters from three different clinic sources (you though herding cats was dicey!). Thank you again for all the help.
Insurer: Nationwide
By: customer
Run. Run. Run.
Created a TrustPilot account to share this year's premium increase. As a loyal customer since 2011, who has been dealing with the already massive price increases every year since 2020/21 but forced to deal with it, I can't anymore and am being forced to cancel. Sharing this for the greater good, and won't even share further details in hope the numbers you see below speaks for itself. Started around $34 in 2011. These numbers are for 2 small dogs, with the majority of the increase related to the old one). Policy Information • Protected Since: 06/08/2011 • Current Monthly Premium: $431.58 • New Monthly Premium Starting in 63 Days: $1,207.12 Healthy Paws- no need for your scripted reply.
Insurer: Healthy Paws
By: DA
I have always had quick
I have always had quick, friendly helpful assistance whenever I've called the member center help line. My claims have been processed in a very efficient time frame which I appreciate. I have no complaints!
Insurer: Spot
By: Julie
Super helpful
I called in to get information about the wellness packages. Then I could stop paying for the plans with the Vet. Carla was extremely helpful and informative and let me know, I got time to think about it before renewal. She sent an email so I can see what’s included.
Insurer: Fetch
By: NICOLE
Christine repeated things that I needed…
Christine repeated things that I needed and did not act annoyed😊
Insurer: Nationwide
By: customer
It was easy to file and follow my claim…
It was easy to file and follow my claim and upload supporting documents. The explanation of benefits made it clear what was covered, what wasn't and basically why.
Insurer: Fetch
By: Rose
Great company
We are previous customer so we know about the service. All great.
Insurer: Nationwide
By: Customer