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Extremely disappointing claims experience with Pets Plus Us / Northbridge.
Over the course of several months I dealt with: * duplicate deductible application within the same policy year * conflicting reimbursement decisions * reversed reimbursements * missing claim documents and Explanation of Benefits files in Pet Cloud * claim pages showing little to no information * and repeated inability to reach management despite numerous phone calls and escalation requests I have now sent multiple escalation emails, filed external complaints, and still have not received a substantive resolution or direct management contact. At this stage, I want someone to act now and properly address these issues instead of continuing to send generic responses and delay the matter further. I am still hopeful that this can be resolved quickly and professionally. The most frustrating part is that the entire purpose of pet insurance is to help avoid financial strain during difficult medical situations. Instead, I was left carrying large balances on my credit card while waiting through repeated delays and inconsistent claim handling. I would strongly encourage policyholders to carefully review all reimbursements, deductible calculations, and claim records.
Insurer: Pets Plus Us
By: Susan
Reasonable price and well visits included.
I like how your site and the gentleman Mr. Kia, who went over the plan was very thorough. I like that you offer a plan that will pay for well visits, as the most common thing is for the cat is to get immunized as well as tested for parasites.
Insurer: Nationwide
By: Anthony Campbell
Cost and coverage
Got it through work fast and easy to apply for
Insurer: Nationwide
By: Cathy Martel
The entire company needs overhauling
Pet Insurance is a way to bridge the gap when your pet has an illness, or accident but what happens when things don't work as they should? This company has some internal issues. From their debit processing not working with Bank of America to their online system not allowing email update to their claim system being an absolute joke. What was I paying for? Absolutely nothing, so eventually I downgraded. I had the absolute highest tier 90% for my healthy cat, including wellness but it was money down the drain since I rarely filed any claims and my cat continued to age and they continued to increase the policy amount. Eventually I reduced my policy until I cancelled the illness and wellness policies and am currently on an accident only policy. Would not recommend. I received an email stating my vet had not responded with medical records for my cat and that I had two days to submit the medical records before the claim would be closed. The very next day I received an email that the claim was closed with explanations citing lack of medical records and advising me that I could reapply for the claim. This was absolutely horrible claim service. Instead of PetsBest believing me regarding the accident only claim, that I sent with pictures and an explanation with the invoice, they asked for preexisting conditions. There are no preexisting conditions. It's an accident that happened. They were attempting any way possible not to pay the claim. PetsBest could have given me the opportunity to submit the medical records sooner or given me a longer window than two days, once they claimed they did not receive the records from my vet. Also when I spoke with my vet she said she never received a request from PetsBest. When I looked at my claim explanation it listed a Ventura location, not my Apple Valley location. Clearly the underwriters made mistakes and did not pay attention to detail. This further reduces my faith in this company. I did nothing wrong and my cat was involved in an incident that by your their policy qualifies as an accident. This entire situation was handled poorly and none of it was my fault. PetsBest is a horrible company. I've been with PetsBest since 2019 and I cannot believe the level of incompetence and poor service I receive. Definitely would not recommend to others.
Insurer: Pets Best
By: Melissa
M
"I'm very please with PetsBests, my baby Jasmine is been under their policy for 6 years. Durring this time she had two surgeries and have visited her veterinary several times. Every time PetBests responded quickly quickly to my claims. "
Very Satisfied
I have had Pets Best for 3 years. At the time I purchased the policy, I had no idea that my dog was about to face some real health challenges. One required a major operation and the other requires life long monitering and medication. I have been very happy with the responsiveness of Pets Best in paying my claims.
Fetch doesn’t calculate claims properly
I am a Canadian, holding a Canadian policy but my cat has to see a specialist in the US. We have been going to BluePearl for 2-3 years now and are paying our invoices in US dollars. However, every single time I submit a claim with Fetch, even though I include a note reminding them that the claim amount needs to be properly calculated and converted from US dollars to Canadian dollars they always assume that the invoice amount is in CAD dollars and cover me for 80% of that, resulting in me calling them every time over and over again, having to explain that, only to result in another claim reassessment every time and more waiting ( at least another 30 days) to reimburse me for the currency exchange rate amount. It’s been years of having this issue with Fetch and they still haven’t found a way to correct it, even though I have brought it to their attention countless times! Very frustrating, having to call them every single time they make a mistake and being constantly under reimbursed or not paid out correctly! I gave them so many chances to fix the problem before I wrote this review but they still haven’t fixed it to date!
Insurer: Fetch Canada
By: Ilina Farrow
Daniel was exceptionally patient
Daniel was exceptionally patient, knowledgeable, and pleasant to work with. Super appreciative of the help I received tonight. Thanks so much!
Insurer: Nationwide
By: Kimo
Jeremy was amazing
Jeremy was amazing. Very thorough and explained the coverage in a very clear and concise way. I am grateful to have had such a pleasurable experience
Insurer: Nationwide
By: Kathryn Steblay