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Bad Record Keeping and Communication
I had a Healthy Paws plan almost as long as I had my dog. At a previous vet (from 6+ years ago or so), he received a surgery that was partially covered by my plan, which was processed smoothly, quickly and painlessly. Whatever wasn't covered was because under anesthesia his teeth were also cleaned (which is fine, teeth cleaning is not part of my coverage). Please keep this detail in mind- HEALTHY PAWS DID, IN FACT, COVER PART OF THIS SURGERY. Another point to remember, which I will mention later: for any coverage, you need to have had a vet examine your animal when you enroll in your plan. Fast forward to January 2025, and I'd been given the full run-around regarding multiple claims I'd filled at that point, and I was racking up vet bills while I tried to balance college, food, insurance, and other needs and emergencies that were cropping up. Having dog insurance was supposed to alleviate the stress of that, and they sure pull at your heartstrings to get you to enroll, then follow-up your enrollment with hoop after hoop you need to jump through. That period was a tear-fest every time I called and tried to get ANY progress done on my claims, which itself was a disorganized, non-transparent mess. So, in my moments of actually needing my Healthy Paws insurance to take care of my dog, who was NEWLY diagnosed with mild arthritis, AND CANCER in his lung, I was being given the run-around. Claims, I was told, can take 10 days to process once they have everything. On another call, I’m told 30 days. In January 2025, I submitted 2 claims on the 7th, one on the 14th, and one on the 22nd. I keep getting an automated "we need records" blah blah blah message. Ok, I call Healthy Paws, ask what they need, get that to Healthy Paws, then think I have it all squared away. Then, I get the same automated message.... ok, call again, only to be told that whatever file they needed they already had, but "whoops! our bad, we had it in the wrong location". Ok... we get that all squared away, but by then I’m nervous about how my records are being handled. Speed up a little, same month: I was still. Being asked. For records. All of my claims were on hold while they processed them in the order they received them. No one, at any point, reaches out about specifically what records are needed- I need to keep calling (multiple times) and finding out what records/documents they needed, over the course of several different phone calls. Finally, I figured out the hold up: they're looking for his earliest vet-check from his old vet to start processing claims, because "whoops! We (Healthy Paws) discovered we didn't have that." Queue my confusion, because what do you mean you don't have that record, if you've already COVERED ME ON PARTS OF A SURGERY BEFORE, and would have needed that as, supposedly, my enrollment examination? Why, if you didn’t have this, was I not informed, but you continued to take my monthly payment? ($164+ at that point). Why did you partially cover a surgery at his old vet if you didn’t have this record already? Fine, ok, I got on a call with his old vet and requested if they could find the old records. His old vet does not have them anymore, so our next step is to get from this vet an email to Healthy Paws, verifying that they do not have the documents. At this point, I'm affirmed with Healthy Paws that since these documents at his old vet do not exist anymore, they'll be going off their earliest record for the vet exam that'll go with his policy, which I'm informed is 2019. Fine, I can work with that, he had nothing pre-existing as of 2019 and I hadn't filed a single additional claim until January 2025. (Again though, if I was covered before on a surgery, why was this an issue later?) Fast-forward to January 24th, where I received an email at 2 something in the morning full of typos that's asking I resend the email I forwarded to them from his previous vet, because "whoops! we can't see the attachment! please send it again with the attachment!" Here's my issue with this: There was no attachment in this email, I verified with someone from Healthy Paws they had received the email (it was read back to me word for word on the verifying phone call), and when you send me an email full of typos, I immediately assume I've received a scam message. The best part of this was when I called to inquire about the email, I’m told, whoops! that it’s something I can ignore and they don’t actually need the non-existent attachment, that was our (Healthy Paws) bad! January 25th, the immediate following day at 4am, I got a new email once again asking for records, because this time they need documents that weren’t line-item records, and they were now looking for records that included doctor’s notes about why they decided on their treatments. This itself I didne’t have trouble with. The problem I had with this is I had been on the phone with each of my vets, that documentation was requested for, and expressly told them they could release all records to Healthy Paws. Prior to these calls to my vet, when I was on the phone with Healthy Paws, I’m reiterated that they (Healthy Paws) have put in their own fax requests for the records they need to process his claims. You (Me) would assume, that they would explicitly request ALL the records they needed to process my claims, when I had repeatedly told them telephone numbers and fax number after fax number. I immediately called Healthy Paws when they opened and asked about the email, only to be informed, once again, whoops! I don’t need to mind the email, because it’s automated. On the same call, I was told all of my claims were still in-process. I asked if they have all the documents they needed to process my very first claim still (I am told they do have them), and then request for an email to be sent to me disclosing exactly what records and documents they CURRENTLY had for my dog, so I at least have some peace of mind when I receive the next “automated message” that something I was TOLD they have, is not in fact missing. My question is: why, do you have such a specific email, requesting very specific documents, as an automated message? They were asking for the docs to process the very first claim I had submitted to them, which had nothing to do with the records they were requesting. If they were processing my claims in order of submission, as I’d been told by them over and over, those records should have had NOTHING about the say in my coverage on a different claim. At that point, Healthy Paws repeated requests over and over on my end for action, which should have been something resolved and actionable via their end, was massively disheartening. It was literally inept. Every step of that cancer period I had to call and hold their hand through their own processes, while I'm at home sobbing my eyes out wondering if I'm going to lose my dog and run into insane debt at the same time. The surgery he received gave me many more wonderful, incredible days with my dear boy. My input/food for thought to anyone who's considering Healthy Paws is a few things: 1) you can't call and ask what'll be covered on a potential vet bill, you just need to submit the invoice you've already paid for and pray they'll cover it based on your policy (I was told this on a phone call before, but then again, I guess this is common across dog insurances), 2) as your dog gets older, regardless of their perhaps spotless health record, they will still nearly double your monthly charge when those senior years hit (I went from $30+ a month at 90% coverage to $230+ at 70%), 3) be ready to hold their hand through the claims process while you juggle all your normal-life issues, 4) keep a record somehow of absolutely every record/claim/document/email/phone call you’ve EVER sent/received with them, as they certainly proved they couldn’t manage my files, 4) read yourself thoroughly or hire someone beforehand to lengthily go over the legalities of your insurance, so you’re educated about all it’s ins and outs. Based on the other reviews, it seems incomplete medical records is an ongoing reason for claims to lengthily drag out. IE, it is your queue to immediately start jumping through hoops to get a claim filled. TLDR: working with them was often a mess, I literally did not have the confidence they were going to take care of me and my dog. I paid literally thousands of dollars into my plan, over the course of 10+ years, with no more than 3 claims to my account until my dog got cancer. When I needed the coverage I paid into, I did not easily receive it, had to repeatedly call/email, all while juggling everything else that was supposed to be easier with an insurance plan. Please seek insurance elsewhere, or put thousands of dollars away as a goose-egg to pay for medical bills. Many vets have care plans now to help with bills, and it’s not an insurance body that just wants your money. If you’re reading this review and feeling some form of kinship, I’m sorry, and thank you for doing all YOU can to take care of your beloved family member. I know this is hard and I wish the best for you and your baby.
Insurer: Healthy Paws
By: Riley
You did great thanks so much
You did great thanks so much
Insurer: Nationwide
By: customer
Met life has been great over the years
Met life has been great over the years. Prompt response and quick reimbursements .
Insurer: MetLife
By: customer
Get your love one insurance NOW
I for one was very skeptical about pet insurance. But at the end I signed up since I have medical insurance then our baby boy Bruno should have it too. I am thankful for MetLife Pet Insurance. You where there when we needed you and I will pay the insurance every year as long as Bruno is with us. He tore his ACL unfortunately and your claim processing was easy and user friendly. The customer service was very caring and compassionate. Thank you to all as Bruno is on his way to being himself chasing anything he can chase.
Insurer: MetLife
By: Jimmy T
I am satisfied with the insurance
I am satisfied with the insurance. Just wish I would not have to be reimbursed for charges.
Insurer: ASPCA
By: Rewa Grooms
So user friendly and price is amazing
So user friendly and price is amazing
Insurer: MetLife
By: Linda Anderson
I have used this insurance when my other two dogs that have passed were alive
I have used this insurance when my other two dogs were alive, and I was pleased with the coverage and customer service. I now have a new puppy and know that being under this insurance I can feel secure that I am in good hands.
Insurer: Nationwide
By: Donna Gibeau
Awesome
Awesome. I am so glad to have the pet insurance back
Insurer: Nationwide
By: customer
Aging Dogs
I have three dogs now in their golden years. As they age, medical problems are more prevalent. I’m glad to have Pets Best in my corner excellently managing my back to back claims.
Very Satisfied
I have used Pets Best Insurance for the past ten years. I have been highly satisfied with the ease of filing a claim and the updates they give you on every claim. Refunding amounts are processed quickly.