Fetch, Incorporated

We thank [redacted] for her continued feedback surrounding her concerns for her premium increase Pet insurance, as with all insurance is based, is based on many factors to determine a policy premium Specifically, in [redacted] ’s case, the factor that influenced a rate increase for ***’s policy was the area rating Meaning, the area in which [redacted] moved to has a higher premium We would like to let [redacted] know that no decision is made without compassion; due to [redacted] ’s circumstances and dissatisfaction we have already provided the greatest refund available based on the coverage and reimbursement of the submitted claims for *** We hope that this finds [redacted] , ***, [redacted] and [redacted] well! Best regards, elyse d [redacted] , CVTclaims manager- specialty

We thank [redacted] for providing additional feedback regarding her concerns surrounding her Petplan policy We would like to take the opportunity to review each of [redacted] ***’s concerns[redacted] ***’s Concern:“The plan also rejected reimbursement for vet claims due to diarrhea in said animal When asked about this, policy representative said that the paperwork was not submitted by veterinarian ( [redacted] Animal Hospital) When consulted about claim issuance, veterinarian office said they had submitted claim When speaking to another representative, they said submission was insufficient I requested a copy of what was sent to PetPlan and resubmitted veterinary claims with information obtained from veterinarian which had a complete list of diagnoses and medications PetPlan still rejected this information and said it was insufficient and then requested an additional years of vet history from April 2015.”Petplan Response: [redacted] submitted a claim on March 10, for an incident date of February 23, for veterinary fees related to diarrhea To date Petplan has received medical records from University of [redacted] for an examination on April 11, and medical records from [redacted] ***’s primary veterinarian from May 26, 2011- April 16, Petplan requested medical records and laboratory results from April through April in order to complete the processing of [redacted] ***’s claim for [redacted] ; please note this request includes the medical records for the date of service claimed Once Petplan receives the requested medical records and laboratory results we will be able to complete the assessment of [redacted] ***’s claim for [redacted] and determine coverage At this time we have not rejected or approved [redacted] ***’s claim submitted for veterinary fees related to diarrhea “For premium adjustments, at no point was it made clear that yearly assessment would significantly increase the premium.” Petplan Response:Petplan premiums do not increase based on claims activity Petplan insurance, as with all insurance, can have premium increases Preimums are determined by three standard factors: breed, age and area and three factors the policyholder influences: deductible, copay and annual limit The combination of breed, age, area, and policyholder selected dedutible, copay and annual limit determine the annual premium Petplan policies are customizable with regards to copay, deductible and annual limit Policyholders have the ability to influence their preimum by adjusting the copay, deductible and annual limit, effectively increasing or decreasing the overall preimum If [redacted] is interested in receiving additional quotes to determine a preimum that is more acceptable to her, we would be happy to assist

This communication is in response to the complaint presented by [redacted] via the Revdex.com (Revdex.com) We would like to take the opportunity to thank [redacted] for the concern presented in her inquirySince receiving this message we have contacted [redacted] via a voice message offering our additional assistance and to review our findings on the audit of the renewal email

Revdex.com ID: [redacted] We would like to take the opportunity to thank [redacted] for bringing her concerns to our attention via the Revdex.comWe have reviewed your concerns and would like to take the opportunity to provide additional explanation and clear up any confusion [redacted] ***’s Concern: “The company is denying reimbursement for rehabilitation and alternative therapy treatments for osteoarthritis in a dogHowever, at a prior communication, said company removed a percentage of alternative treatment for rehabilitation of dog from deductible and said subsequent charges would be honored and paidFurther claims regarding this treatment for rehabilitation were denied as company said the treatment was for a pre-existing condition not coverable by insuranceSubsequent exams performed in February of were also deniedCompany said that veterinarian did not provide paperwork even though veterinarian provided paperwork 3-timesI also provided paperwork 3-timesCompany then requested an additional two years of records for review.” Petplan Response: [redacted] purchased a policy for [redacted] on April 16, [redacted] ***’s policy, as with all Petplan policies, provides coverage for accidents and illnesses, and does not provide coverage for pre- existing conditionsPre- existing conditions are defined as “a medical condition which first occurred or showed clinical sign(s) befor the effective date of this policy or which occurred or showed clinical sign(s) during the waiting period.” The Terms and Conditions of [redacted] ***’s policy further define clinical sign(s) as “changes in your pet’s healthy state, its bodily functions or behavior (as observed by any individual or recorded in your pet’s medical record).” [redacted] indicates in her complaint submission of claims for “rehabilitation and alternative therapy treatments.” [redacted] is correct that we provide coverage for these sorts of services, however, if the condition these services are treating is considered pre- existing coverage cannot be extendedSpecifically, in [redacted] ***’s case medical records from June 20, indicate “x-ray: arthritic changes at left hip jointRx: [redacted] 25mg BID; [redacted] SID.” As these clinical signs are consistent with treatment for arthritis and the clinical signs started prior to policy, arthritis is considered a pre- existing condition for [redacted] ***’s policy [redacted] ***’s policy does not provide coverage for pre- existing conditions [redacted] ***’s Concern: “Additionally, there was a drastic increase in the yearly premium at time of renewal which was not previously disclosed.” Petplan Response: Petplan insurance, as with all insurance, can have premium increasesPreimums are determined by three standard factors: breed, age and area and three factors the policyholder influences: deductible, copay and annual limitThe combination of breed, age, area, and policyholder selected dedutible, copay and annual limit determine the annual premiumPetplan policies are customizable with regards to copay, deductible and annual limitPolicyholders have the ability to influence their preimum by adjusting the copay, deductible and annual limit, effectively increasing or decreasing the overall preimumIf [redacted] is interested in receiving additional quotes to determine a preimum that is more acceptable to her, we would be happy to assist We have attempted to reach out to [redacted] to discuss [redacted] ***’s concerns and also to answer any additional questions [redacted] may haveWe have been unable to get ahold of [redacted] at this time We would like to take the opportunity to apologize for any confusion that may surround [redacted] ***’s policy coverage and for her customer service experienceWe would like to take the opportunity to thank her for providing feedback surrounding her experience, for it is feedback like [redacted] ***’s that allows us to improve our customer service experience

We have received [redacted] ’s concerns surrounding her recent claim We would like to thank [redacted] for presenting her concerns and allowing Petplan provide additional insight into our policy coverage[redacted] indicates concern surrounding Petplan’s congenital coverage Petplan does provide coverage for congenital conditions, except when clinical signs that are related to, resulting from, and/or caused by the condition were first observed prior to the policy inception Specifically, in [redacted] ’s case her dog [redacted] presented to the vet for “strong urine odor” and was treated for a urinary tract infection on March 16, prior to policy inception (policy inception April 7, 2015) ***’s condition continued and she was again treated for a urinary tract infection on May 20, On May 20, during ***’s appointment for another urinary tract infection additional diagnostics were performed to determine the underlying cause of ***’s persistent and recurrent urinary tract infections According to the medical records, at this appointment corrective surgery for a left ectopic ureter with mal- development of bladder sphincters was discussed to treat ***’s persistent and recurrent urinary tract infections.The pertinent part of the Terms and Conditions are below:IDefinitions Used Throughout This Policy Some words or phrases in the policy have been defined below Defined words or phrases are printed in bold type and have the following meanings, unless a different meaning is described in a particular coverage or endorsement.Clinical Sign(s) Changes in your pet’s healthy state, its bodily functions or behavior (as observed by any individual, or recorded in your pet’s medical record).Congenital Defects or Abnormalities Any condition(s) or disorder(s) present at and existing from the birth of your pet.VGeneral Exclusions The following general exclusions apply to your policy and coverage partsWe will NOT pay costs you incur for your pet in the following categories:fCongenital defects or abnormalities where clinical sign(s) were apparent prior to the effective date of the policy or that became apparent during the first fourteen (14) days beginning on the effective date of your policy.Regarding [redacted] ’s concerns surrounding the customer experience she received We have reviewed the calls referenced in the complaint and have determined that at no time did we indicate that congenital conditions were coverable in cases where clinical signs of the condition were present prior to policy inception We sincerely appreciate [redacted] providing her feedback and apologize for any perceived miscommunication We would like to refund the remaining portion of [redacted] ’s premium [redacted] will be receiving an additional $

Thank you for your recent communication regarding this matterIt is our understanding that a member of our customer service team has reached out to [redacted] , and a refund has been issued, per his requestHaving said that, we apologize for any inconvenience caused, and appreciate his feedback The section of our website [redacted] found to be unclear is currently undergoing redesign, so we will certainly incorporate his experience into the new buildMany thanks

We would like to take the opportunity to thank Ms [redacted] for bringing her concerns to our attention via the Revdex.com (Revdex.com)We appreciate the opportunity to provide an additional review into Ms [redacted] ’s claims and provide additional clarity to coverage provided by her pet insurance policy.Petplan policies provide coverage for veterinary fees associated with accident and illnessesThe policy excludes coverage for conditions that are related to, resulting from, or caused by any illness or clinical signs that were first observed prior to the inception of the policyThe pertinent part of the Terms and Conditions is below:I Definitions Used Throughout This PolicySome words or phrases in the policy have been defined belowDefined words or phrases are printed in bold type and have the following meanings, unless a different meaning is described in a particular coverage or endorsement.Clinical Sign(s) Changes in your pet’s healthy state, its bodily functions or behavior (as observed by any individual, recorded in your pet’s medical record, or identified in previously performed examinations or treatment(s) for your pet).Illness (es) Any change to the healthy state of yourpet, a sickness, disease or medicalcondition(except behavioral disorders) not caused by an accident.Injury (ies) Physical harm to your pet arising from activity or an accident.Pre-existing Condition(s) A medical condition which first occurred or showed clinical sign(s) before the effective date of this policy or which occurred or showed clinical sign(s) during the policy waiting period.VGeneral ExclusionsThis policy does not cover:e The cost of any treatment or diagnostic testing for pre-existing conditions as follows:iAny injury that happened or any illness that first showed clinical sign(s) before the effective date of this policy; any illness that first showed clinical sign(s) during the first fifteen (15) days beginning on the effective date of this policy; any injury that occurred during the first five (5) days beginning on the effective date of this policy.iiAny injury or illness that is the same as, or has the same diagnosis or clinical sign(s) as any injury, illness or clinical sign(s)your pet had prior to the effective date of this policy; any illness that is the same as, or has the same diagnosis or clinical sign(s) as any illnessyour pet had during the first fifteen (15) days beginning on the effective date of this policy; or any injury that is the same as, or has the same diagnosis or clinical sign(s) as any injury that occurred to your pet during the first five (5) days beginning on the effective date of thispolicy.iiiAny injury or illness that is caused by, relates to or results from any injury, illness or clinical sign(s)yourpet had prior to the effective date of this policy; any illness that is caused by, relates to, or results from any illness or clinical sign(s)your pet had during the first fifteen (15) days beginning on the effective date of this policy; or any injury that is caused by, relates to or results from any injury that occurred to your pet during the first five (5) days beginning on the effective date of this policy This exclusion applies no matter where the injury, illness or clinical sign(s) are noticed or occur on your pet’s body.Pre-existing conditions do not include coverable on-going medical conditions that were diagnosed after the effective date of the first policy period where continuous coverage with a pet insurance policy administered by Fetch Insurance Services, LLC, was maintained thereafter.After review of the medical records provided, letter from DrYuki CT [redacted] verbal communication with Dr T**’s team and application of the Terms and Conditions we have determined that we are not able to extend coverage as the policy does not provide coverage for conditions that are related to, resulting from, or caused by an illness that was first observed prior to policy inception.According to the medical records provided, [redacted] presented to Forest Hills Cat Hospital on August 1, for “vomiting, lethargy and possible foreign body ingestion vsan intussusception.” [redacted] was then transferred for care to BluePearl Surgery Service on August 1, where a cm portion of the intestine was removed due to a confirmed intussusceptionA Petplan policy was incepted on August 5, 2016, and on August 29, [redacted] presented to BluePearl Veterinary Partners for “vomiting and abdominal pain” and another intussusception was identifiedWe understand that some medical conditions can be considered curable; however, recurrent intestinal intussusception can be indicative of an underlying condition such as chronic parasitism, bacterial infection, inflammatory bowel diseases motility disorders, metabolic disturbances, etcWe found the claimed condition of recurrent intestinal intussusception is related to, resulting from, caused by, and/or the same as these clinical signs and condition (vomiting and abdominal pain secondary to an underlying intestinal intussusception), and these clinical signs and condition were noted prior to inception of the policy inception, the claimed condition is considered pre-existing and is excluded from coverage per the Terms and Conditions of the policyWe corresponded with DrT [redacted] regarding our conclusions, additionally, we followed up with DrT [redacted] on November 3, and confirmed that DrT [redacted] received our correspondence and did not have any additional questions or concerns At this time, based on the information provided, per the Terms and Conditions coverage cannot be extended for ***’s recurrent intestinal intussusceptionsAccording to our records, Ms [redacted] ’s Petplan policy is still activeShe had indicated that she would like a refundWe can authorize a refund back to September 3, If Ms [redacted] wishes to proceed with this offer, we invite her reach out to one of our Customer Service Representatives at ###-###-####.We do hope that this finds Ms [redacted] and [redacted] well!

We hope this finds Ms [redacted] and her pet, [redacted] wellWe want to take this opportunity to thank Ms [redacted] for bringing her concerns to our attention via the Revdex.com (Revdex.com)We appreciate the opportunity to review her policy and sincerely apologize for her experience Upon renewal of Ms [redacted] ’s policy, there was an error with our system recognizing her correct zip code; therefore the policy was not correctly renewed on her renewal dateWe apologize for any inconvenience this has caused and we absolutely understand Ms [redacted] ’s frustrations We had the opportunity to reach out and offer our assistanceThe error that occurred with [redacted] ’s policy has been corrected, and Ms [redacted] now has the ability to choose a plan that best works for her and may file claims We encourage Ms [redacted] to reach out to us if she has any further concerns or any questionsWe are available 24/at ###-###-#### and would be happy to assist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:While I understand your position, but I still feel I deserve a refundI suppose we are just going to have to agree to disagree Regards, [redacted]

We would like to thank [redacted] for bringing her concern surrounding her policy coverage to our attentionWe would also like to take the opportunity to clarify any confusion surrounding our partnership with Oregon Humane Society and also regarding our coverage Petplan has a partnership with Oregon Humane Society offering days of insurance to all adopted petsPetplan’s insurance product provides coverage for accidents and illnesses that are not pre- existing [redacted] submitted a claim for her newly adopted cat’s upper respiratory tract infection (URI)After review of the medical records from Oregon Humane Society [redacted] ’s cat was treated at Oregon Humane Society for an URI, therefore, an URI is considered pre- existing per the policy Terms and ConditionsPetplan policies do not provide coverage for pre- existing conditions; therefore, coverage cannot be extended [redacted] also indicates that she believes Petplan has agreed to “one free vet visit for your pet within a certain amount of days.” Petplan does not have an agreement regarding free veterinary examinationsPlease note that a certificate from Oregon Humane Society submitted with [redacted] indicates, “This certificate offers you a complimentary veterinary examination at a participating clinic near youThe initial veterinary visit will help ensure that your pet has a healthy start right from the beginning, and also helps you establish a relationship with your veterinarian that will last the life of your pet.” Please note this offer is separate and unrelated to Petplan’s day insurance offer Additionally, we have contacted Oregon Humane Society regarding the concern raised by [redacted] We appreciate the feedback [redacted] provided hope this this finds both [redacted] and [redacted] well

Revdex.com ID: [redacted] We would like to take the opportunity to thank [redacted] for bringing her concerns to our attention via the Revdex.comWe have reviewed your concerns and would like to take the opportunity to provide additional explanation and clear up any confusion [redacted] ***’s Concern: “The company is denying reimbursement for rehabilitation and alternative therapy treatments for osteoarthritis in a dogHowever, at a prior communication, said company removed a percentage of alternative treatment for rehabilitation of dog from deductible and said subsequent charges would be honored and paidFurther claims regarding this treatment for rehabilitation were denied as company said the treatment was for a pre-existing condition not coverable by insuranceSubsequent exams performed in February of were also deniedCompany said that veterinarian did not provide paperwork even though veterinarian provided paperwork 3-timesI also provided paperwork 3-timesCompany then requested an additional two years of records for review.” Petplan Response: [redacted] purchased a policy for [redacted] on April 16, [redacted] ***’s policy, as with all Petplan policies, provides coverage for accidents and illnesses, and does not provide coverage for pre- existing conditionsPre- existing conditions are defined as “a medical condition which first occurred or showed clinical sign(s) befor the effective date of this policy or which occurred or showed clinical sign(s) during the waiting period.” The Terms and Conditions of [redacted] ***’s policy further define clinical sign(s) as “changes in your pet’s healthy state, its bodily functions or behavior (as observed by any individual or recorded in your pet’s medical record).” [redacted] indicates in her complaint submission of claims for “rehabilitation and alternative therapy treatments.” [redacted] is correct that we provide coverage for these sorts of services, however, if the condition these services are treating is considered pre- existing coverage cannot be extendedSpecifically, in [redacted] ***’s case medical records from June 20, indicate “x-ray: arthritic changes at left hip jointRx: [redacted] 25mg BID; [redacted] SID.” As these clinical signs are consistent with treatment for arthritis and the clinical signs started prior to policy, arthritis is considered a pre- existing condition for [redacted] ***’s policy [redacted] ***’s policy does not provide coverage for pre- existing conditions [redacted] ***’s Concern: “Additionally, there was a drastic increase in the yearly premium at time of renewal which was not previously disclosed.” Petplan Response: Petplan insurance, as with all insurance, can have premium increasesPreimums are determined by three standard factors: breed, age and area and three factors the policyholder influences: deductible, copay and annual limitThe combination of breed, age, area, and policyholder selected dedutible, copay and annual limit determine the annual premiumPetplan policies are customizable with regards to copay, deductible and annual limitPolicyholders have the ability to influence their preimum by adjusting the copay, deductible and annual limit, effectively increasing or decreasing the overall preimumIf [redacted] is interested in receiving additional quotes to determine a preimum that is more acceptable to her, we would be happy to assist We have attempted to reach out to [redacted] to discuss [redacted] ***’s concerns and also to answer any additional questions [redacted] may haveWe have been unable to get ahold of [redacted] at this time We would like to take the opportunity to apologize for any confusion that may surround [redacted] ***’s policy coverage and for her customer service experience We would like to take the opportunity to thank her for providing feedback surrounding her experience, for it is feedback like [redacted] ***’s that allows us to improve our customer service experience

We appreciate Mr***’ continued communication with usWhile we understand Ms***’ concerns regarding her denied claim, all our claims are assessed using pet’s medical records from their veterinarianThe records we’ve received from [redacted] dated September 30, (within the first fifteen days beginning on the effective date of your policy, as well as the first examination of record), indicate Ms***’ pet was seen for coughing and diagnosed with a suspected upper respiratory infectionHe was treated [redacted] The coughing persisted and her pet continued to visit both [redacted] and [redacted] for a respiratory infection While we cannot reimburse Ms***’ claim per the terms and conditions of her policy she may cancel her policy anytimeOur service manager called her 12/27/and again today 12/28/leaving a voice message to provide direct assistance To date we have not heard backWe encourage her to contact us if she has any further questions or concernsWe are available 24/at [redacted]

9/3/2014 Thank you for your response via the BBB.All claim assessments can only be based on the provided medical records, invoices, and claim forms. The provided medical records from Animal Hospital of [redacted] for the date in question read as follows:Please note that beneath the weight loss assessment of the veterinarian’s examination are two tests CBC and GHP. CBC (complete blood count) and GHP (general health profile) are blood tests, and according to the medical records are correlated to a concern of weight loss rather than the left paw ulceration. Additionally, at no point in the medical records is there indication that the bloodwork will be used for future testing associated with ***’s left paw ulceration. If there is additional information that has not been provided to Petplan for review, or if you feel that your veterinarian did not accurately represent ***’s health status, we would be happy to receive additional or updated records to continue our investigation into the previously submitted claims.Many thanks.

The business response below does nothing to satisfy my complaintOf course I was refunded the balance of my policy; I was entitled to that by contract.The fact still remains that Petplan raised the deductible from $to an totally unreasonable $per injury or sicknessThat is besides the cost of the annual premiumBefore I cancelled, Petplan admitted on the phone that they did not attempt to sell me similar coverage because it would be so much more than what they were currently offeringTheir attempt to reach me me was a message on my answering machineI called back and spoke to a person who put me on hold to speak with Carly.I was on hold for a long time when I was told it would be a little while before she could speak to me, that I should hand up and she would call back as soon as she was availableThat was somewhere around 10:amI said I would be at home until 1pmTo this day I have heard nothing from PetplanSo I would appreciate your updating my complaint.Thank you and you, too, have a wonderful day

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

This response is in reference to [redacted] ’s concerns addressed in her RevDex.com (BBB) complaint. We thank [redacted] for her communication regarding her recent customer service experience.After review of [redacted] ’s BBB complaint she has expressed concerns regarding the renewal... payment charged on January 29, 2015. We would like to take the opportunity to provide an explanation surrounding Petplan’s payment process for clients that request a monthly payment schedule.Petplan offers three different payment options: monthly, quarterly and annual. For policyholder, like [redacted] , who choose a monthly payment option, the following applies:• At the time of initial purchase and also at the time of policy renewal the first and last month’s premium payments will be charged to the client’s provided credit card. During the final month of the policy’s term no payment will be charged.• Peptlan policies renew automatically, unless our policyholder request otherwise, and the same schedule will be reinstituted. At the time of renewal the policyholder will again be charged the first and last month’s premium on the provided credit card.This information is available online and can be found under our Frequently Asked Questions (FAQs) on our website (http://www.gopetplan.com/faq/payment-questions): [redacted] has had continuous coverage with Petplan since January 30, 2012. [redacted] ’s policy has renewed three times, at the point of renewal each time [redacted] was charged the first and last month’s premium payments. Additionally, Peptlan provides a renewal letters outlining any preimum increases prior to the policy renewal date.During [redacted] ’s telephone communications with Petplan; customer service representatives cancelled [redacted] ’s policy, as requested, and provided a full refund for the policy term ( [redacted] ) beginning in January 2015. [redacted] has been provided a refund in the amounts of $116.80 for the first and last month’s payments charged at renewal and a payment charged on March 1, 2015 in the amount of $54.87 for the second monthly payment.We would like to take the opportunity to apologize to [redacted] for her dissatisfaction regarding the customer service she received. We appreciate the feedback, as it is feedback like this that influences process improvements.

We would like to take this opportunity to thank Ms [redacted] for bringing the concerns she has regarding her claims to our attention via the Revdex.com (Revdex.com) As indicated in the Terms and Conditions of Ms***’ chosen policy, we will not reimburse you for the costs incurred for conditions related to, resulting from, caused by, and/or the same as clinical signs and conditions noted within the first fifteen days beginning on the effective date of your policy Ms***’ policy inception date was September 29, Furthermore, and as stated in the Terms and Conditions of your policy, if your pet has not been examined by a veterinarian within the twelve months prior to the effective date of your policy, you must arrange to have your pet examined within thirty days of the effective date of this policy Any medical conditions or clinical signs observed or recorded during this first examination of record, and any conditions related to, resulting from, and/or caused by these clinical signs and conditions, are considered pre-existing and are not eligible for coverage According to the medical records we have received, there was no physical examination performed by a veterinarian within the twelve months prior to the effective date of your policy on September 29, As such, the examination performed on September 30, serves as this initial examination to determine any pre-existing conditions According the medical records we have received from [redacted] dated September 30, (within the first fifteen days beginning on the effective date of your policy, as well as the first examination of record), your pet was seen for coughing The medical records from [redacted] and [redacted] , as well as the letter from your treating veterinarian, indicate that this cough recurred so x-rays were pursued As the clinical sign of recurrent coughing was noted within the first fifteen days beginning on the effective date of your policy, and this clinical sign is consistent with the claimed condition of recurrent coughing, your policy will not provide coverage for this claimed condition We understand Ms***’ concern with her pets recently denied claimWe have reached out to her to further discuss and offer assistance with available options moving forwardAt the time of this response, we have not heard back from Ms***We encourage her to contact us if she has any questions or additional concernsWe are available at [redacted] and are always happy to assist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:petplan did NOT answer the issues #and # raised in the prior rebuttal(see below) but rather produces a smoke screen in order to not tell the exact truth.The truth is that Petplan has stated various things that were often contradictory and these statements were even provided by senior managers that could be expected to be well aware of the policies of their own company.I again re-iterate the same issues as brought forward in my prior rebuttal===>"the often contradictory remarks by various managers from Petplan have caused unnecessary costs borne by the customerI was told by Petplan that during my "permanent move" to Europe any visits to an American vet would not be coveredThis would have meant that from July through current while my dogs have been registered here in Luxembourg as permanent residents PER the verbiage of PETPLAN had I taken the dogs to the USA for any vet consultation any incurred charges would NOT have been coveredNow Petplan finally says otherwise and even now states it clearly versus what was stated earlier on several occasions when calling PetplanI therefore incurred charges in Europe that would have been covered by Petplan according to their LATEST (albeit clear) statementTherefore Petplan should either honor all these charges made and/or refund premiums paid from July through April (provided April through august is re-imbursed)During the beginning of my last conversation with Kelly H*** she mentioned that "compliance would see if they could re-imburse all premiums paid"In light of all this my initial demand remains the same
In plain English: had I ,as the customer, been properly and clearly told by Petplan that I could take my dogs back to the USA for VET-VISITS (even while permanently residing in Europe) I would have done soBut because I was given incorrect and info (it seems now at least per the new Petplan statement) I did NOT take the dogs to the USA for a vet specialist visitPetplan is well aware of this and this can be found in the various tapesTherefore Petplan needs to stop lying and either pay the vet visits in Europe or simply re-imburse the monies paid from July thru January As a result of the info given by Petplan additional unnecessary cost were incurred
Regards,
*** ***

This response is in reference to *** ***’s concerns addressed in her Revdex.com (Revdex.com) complaintWe thank *** *** for her communication regarding her recent customer service experienceAfter review of *** ***’s Revdex.com complaint she has expressed concerns
regarding the renewal payment charged on January 29, We would like to take the opportunity to provide an explanation surrounding Petplan’s payment process for clients that request a monthly payment schedule.Petplan offers three different payment options: monthly, quarterly and annualFor policyholder, like *** ***, who choose a monthly payment option, the following applies:• At the time of initial purchase and also at the time of policy renewal the first and last month’s premium payments will be charged to the client’s provided credit cardDuring the final month of the policy’s term no payment will be charged.• Peptlan policies renew automatically, unless our policyholder request otherwise, and the same schedule will be reinstitutedAt the time of renewal the policyholder will again be charged the first and last month’s premium on the provided credit card.This information is available online and can be found under our Frequently Asked Questions (FAQs) on our website (http://www.gopetplan.com/faq/payment-questions):*** *** has had continuous coverage with Petplan since January 30, *** ***’s policy has renewed three times, at the point of renewal each time *** *** was charged the first and last month’s premium paymentsAdditionally, Peptlan provides a renewal letters outlining any preimum increases prior to the policy renewal dateDuring *** ***’s telephone communications with Petplan; customer service representatives cancelled *** ***’s policy, as requested, and provided a full refund for the policy term (***) beginning in January *** *** has been provided a refund in the amounts of $for the first and last month’s payments charged at renewal and a payment charged on March 1, in the amount of $for the second monthly payment.We would like to take the opportunity to apologize to *** *** for her dissatisfaction regarding the customer service she receivedWe appreciate the feedback, as it is feedback like this that influences process improvements

We would like to take the opportunity to thank *** *** for bringing her concerns regarding her policies to our attention via the Revdex.com (Revdex.com)We are sorry to hear about *** ***’s experienceIn reference to *** ***’s concerns regarding her refunds: We have received her
request to cancel both her policies effective March 28, We were able to issue the refunds of $and $to the credit card on fileIn reference to *** ***’s concerns regarding the claim assessment: This claim was withdrawn as we were unable to acquire medical records from prior to inception of the chosen policy (policy incepted on 5/17/2012) in order to verify the onset of clinical signs. Based on the medical records made available to us, this claim is not eligible for coverage as clinical signs consistent with the claimed condition were noted on the first examination of record. On April 19, 2017, we attempted to reach out to *** *** via phone to discuss her concernsWe have not heard back from *** *** at the time of our responseWe encourage her to contact us if she has any additional questions as we would be happy to assistWe are available 24/at ***