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1st claim in 4 years
Updated: After posting my review, a supervisor in the team connected with me, reviewed my case and approved the appeal. Payment was deposited into my account. I’ve revised my rating to 3 stars because they rectified the situation yet it required so many follow ups and posting of a negative review to get heard -I believe training is needed for their claims review/appeals team so customers don’t feel ignored the way I was. I do want to say the supervisor looking into my claim was extremely helpful and effective in solving my issue so do appreciate it. Original post: I've been a policy holder with Healthy Paws since 2019 and this was my first time submitting a claim. My experience with the Claims Review and Appeals Review team has been sub par and am contemplating legal action. The Claims team denied my initial claim because it did not meet policy, which was not accurate. I submitted an appeal and after waiting for close to a month the reviewer came back with information pertaining to another case (they were informing there was no evidence of a prostate issue - my cats are both females). I let them know I was requesting reimbursement for a tooth resorption situation, which they then mentioned was not reflected in the medical documents. I emailed them again the specific part where it highlighted it and that I'd like to talk about a supervisor about the handling of my case. Today I received an email saying my case was closed without any explanations. It's so frustrating that after 4 years of paying my insurance I submit one claim and they pay no attention to it and reject without the appropriate reviews. A very poor experience am hoping no one has to go through.
Insurer: Healthy Paws
By: Celines
The site is user friendly and the…
The site is user friendly and the service is quick and efficient.
Insurer: Spot
By: Sherry Legarza
Website was customer friendly and easy…
Website was customer friendly and easy to use. Product is excellent and sold itself.
Insurer: Trupanion
By: customer
Yet another insurance rate hike
Yet another insurance rate hike. Can I suggest you penalize those with a claim and payout history showing frequency of use vs pets who are healthy and well cared for. Home and Auto insurers use this as a gauge when rate hikes are necessary. Some of us chose high deductibles so are already paying out of pocket.
Insurer: Trupanion
By: Dennis Blosch
Peace of mind for our dog!
Embrace Pet Insurance has been such a blessing for us and our precious dog. Our pup developed some health problems a few months ago and it gave us such peace of mind knowing we had pet insurance. Embrace has paid claims in a timely manner and if I ever call in with questions, everyone I've spoken with is incredibly kind and professional. I have and will continue to recommend Embrace to all my dog owning friends!
Insurer: Embrace
By: Kimberly
I have been a Trupanion member since 2013
I have been a Trupanion member since I got my pup in 2013 at the age of 10 weeks. I then added my second pup in 2017. Fortunately for me, I did not have to make any claims for either one until the last two or so years. My first claims were processed within a few days with prompt emails and texts throughout the process advising they had received, reviewed and processed same. My most recent experience has been less then satisfactory. I submitted a claim on 10/11/23, and received no response, text or emails regarding same. I reached out to customer service a week later and was advised that they had received it and were having "upgrade" issues, understandable. I then contacted them again on October 25 to check the status. I was again advised of the "upgrade" issues as well as a lack of customer reps for the claims to be assigned to. I did get an email on October 26 advising the claim was under review but to date, silence. I have always been happy with their prompt service and have recommended them to many for insurance needs. However, with the recent lack of communication and inability to answer when their "upgrade" issue will be resolved or the claim will be processed they are becoming just another "insurance" company. Additionally, my vet at VCA Palmetto says it is a lengthy process for them to get paid directly so I pay out of pocket and wait for reimbursement. If I get a response or a resolution I'll update my post. Otherwise I would advise to beware, sign up is easy, automatic debit of your account to pay the premiums timely is easy however, the claims process is now less then desirable. Buyer beware!
Insurer: Trupanion
By: L Reynolds
Good Reimbursement
So far, they have been good at all of my claims. They have reimbursed me very quickly also.
Insurer: Embrace
By: Marcy Linsky
Great information and communication by…
Great information and communication by customer service rep
Insurer: Trupanion
By: Jonathan Gann
Was very easy to submit my claims
Was very easy to submit my claims
Insurer: Spot
By: Judy Stemm
Good insurance but sometimes frustrating
Submitting claims is fairly easy, but sometimes am unsure if things would be wellness or regular. It has been taking a while lately to get claims processed, which is frustrating to say the least, especially when rates go up. Also, its frustrating that we brought my pup in for vaccines that were expiring soon but happened to be a week or so before the full year, so couldn't claim it. I understand that's how insurance works but still just a frustration
Insurer: Pets Best
By: Joe K