Fetch, Incorporated

We sincerely apologize to [redacted] for any misunderstanding concerning how our policies work. A full refund of any monies paid will be processed today, and should show as refunds to the original credit/debit card within 3-5 days. The additional reimbursement amounts to a total of $33.87 for...

[redacted] (at the point of cancellation [redacted] had paid a total of $58.22, Petplan refunded $24.35 at the time of cancellation) and $66.25 for [redacted] (at the point of cancellation [redacted] had paid a total of $85.51, Petplan refunded $19.26 at the time of cancellation).
It is always our intention to be as transparent as possible when informing policyholders of our practices. We
apologize for any miscommunication and sincerely appreciate the feedback
provided to the Revdex.com.  We hope
that [redacted] has a swift recovery.

We appreciate [redacted]’s continued communication with us.  We absolutely apologize for the experience [redacted] had regarding her billing.  We have discussed this internally and will be using this to improve our customer experience in the future for all our policyholders.  Our customer service agent has personally reached out to [redacted] to discuss her concerns and we encourage her to contact us if she has any further questions or concerns. We are available 24/7 at [redacted].

This is in response to [redacted]’s Revdex.com (Revdex.com) complaint. We do hope this finds [redacted] and [redacted] well.
We would like to start by apologizing for any back and forth communication [redacted] has experience; which is certainly not our intent. We strive to provide exemplary...

customer service in all customer service interactions. After review of [redacted]’s file, it has been determine that there were multiple calls in an attempt to assist [redacted] in gathering all documents necessary to process the submitted claim for [redacted]. At this time, all required documents are accounted for and the claim as been processed on June 29, 2015.
Additionally, [redacted] had submitted a pre- authorization for the same condition claimed for [redacted]’s claimed veterinary expenses. After receipt of [redacted]’s Revdex.com complaint, the pre- authorization was also processed as per. [redacted]’s request.
Again, we apologize for the experience [redacted] had, and thank her for her feedback. The feedback provided will be applied to improve our daily processes.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  On my original application I enrolled for free trial (1 month) then upgraded yes w/my [redacted] discount card since that was offered for additional money off .  Yes I did receive partial credit but the case was paying for insurance and receiving not aid.   And ODDLY ENOUGH after initiating this complaint all of a sudden received the $25 [redacted] gift card along w/a [redacted] card to apply against any routine check ups.  As far as the reports of [redacted]- I rescued him and unfortunately he was obviously not taken good care of so as far as the dental I myself was trying to handle same but vet suggested teeth cleaning due to his blood levels.  As far as history goes does this pertain to also insurance with a human I think not.  Why would animals be any different and discriminated.  I would think that a Pet insurance company would honor the means of caring for an animal without a hold on policy.  As far as confirming my address all is on the original application when filling out along with an email address which Pet plan had incorrect and had to call to request my policy.  I would like the Revdex.com to register this company with an alert for all the other animal lovers to be aware of misleading information with this company.  As far as ongoing issues if this was the case then I would have not even bothered. 
Regards,
[redacted]

We would like to thank [redacted] for bringing her concerns via the Revdex.com (Revdex.com) to our attention. 
[redacted]’s claims have been reassessed after review of the appeal submitted to Petplan.  It was determined that [redacted]’s claims were eligible for reimbursement...

based on the updated statements provided by her veterinarian.  We are pleased that we were able to come to a favorable resolution.
[redacted] also discusses concern surround the calculation of her claim.  We would like to take the opportunity to provide some additional clarity regarding claims processing.  Per the Terms and Conditions of [redacted]’s chosen policy the co-pay will be applied to the total eligible costs (after removal of any invoice items not covered by the policy [i.e. food, routine/ preventative care, etc.]) charge(s) submitted for reimbursement.  After the copay is applied the deductible will be subtracted.  Please refer to the pertinent part of the Terms and Conditions below (IV. Co-pay and Deductibles):
I. Definitions 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.
 
Co-pay(s) The percentage of your claim for which you are liable before any applicable deductible is applied.
Deductible(s) The fixed amount per illness or injury per policy period that will be deducted from any benefit
payment made to you, after any co-pay amount has been deducted, for which you are liable prior
to receiving any claims settlement.
 
IV. Co-pay and Deductibles
For each illness or injury that is treated during the policy period and that is not related to any other illness or injury during the same policy year, you will pay an amount of co-pay and a deductible as stated on
your declarations page.
The co-pay percentage will be deducted from the total of all costs for a covered illness or injury. Once the co-pay has been applied, the deductible will be applied to the remaining amount. The deductible will be applied separately to each separate medical condition. When the treatment dates of an illness or injury fall into two or more policy periods you will be required to pay a deductible for each policy period.
As an example, if you have a covered claim of $1,000 to which a ten (10) percent co-pay and $50 deductible apply, first the ten (10) percent co-pay is applied and $100 is deducted from the covered amount. Then the $50 deductible is applied and taken off the covered amount. This means that out of the original $1,000, we will reimburse you a
total amount of $850.
In addition to the application of the deductible and co-pay, there are total limits on our insurance per policy period as set forth on the declarations page as maximum annual benefits. (See also Section VI.)
In the event that your pet receives specialized treatment or treatment from a specialist vet, a twenty (20) percent co-pay (or thirty (30) percent if you have elected a thirty (30) percent co-pay), as stated on your declarations page, will automatically apply to covered claims, except if treated for an immediate life-saving emergency consultation. 
Please note italicized portion for emphasis.
If [redacted] has any additional questions we would be happy to assist her.  Our Happiness Managers are available 24 hours a day 7 days a week at ###-###-####.

We want to thank [redacted] for her continued conversation regarding her concerns of the premium increase. We would like to take this opportunity to further explain. While we appreciate her concern of the policy increases, rates are filed each year based on the business and circumstances. In [redacted]...

*l[redacted]’s case, her pet’s age factor caused the increase in premium. As pets get older, they are more susceptible to accidents, injuries and illnesses and the premium reflects the appropriate risks. We apologize for any previous communication [redacted] had with Petplan. At the time, those were the policies that were offered, but they are no longer available. We encourage [redacted] to reach out to us if she has any further questions or concerns. We are available 24/7 at [redacted].

[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]

We would like to take the opportunity to thank [redacted] for bringing her concerns regarding her policy to our attention via the Revdex.com (Revdex.com).  We are sorry to hear about [redacted]’s experience.
We attempted to reach out to [redacted] to extend a full refund dating...

back to September of 2016, as requested by [redacted].  Additionally, we wanted to apologize for the inconvenience and the customer experience.  We sincerely appreciate the feedback and will utilize it to improve our customer experience.
If [redacted] has any further questions, we would be happy to address her concerns at ###-###-####.  Tell us why here...

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The second response from Petplan associates clearly states that medical records were received from primary veterinary regarding a diarrhea issue, but no actions were performed (i.e., neither accepting nor rejecting claims).  This is an insufficient answer if all required documents to assess claim were received.  Please process this outstanding request.As far as premiums are concerned, a representative my contact me to discuss alternative options AFTER processing the February 2015 claim.
Regards,
[redacted]

We would like to thank [redacted] for bringing her concern surrounding her policy coverage to our attention. We 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 30 days of insurance to all adopted pets. Petplan’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 Conditions. Petplan 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 examinations. Please 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 you. The 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 30 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.

We hope that this finds [redacted], [redacted], [redacted] and [redacted]
well.  We would like to thank [redacted]
for providing Petplan with the opportunity to provide review her concerns and
provide clarification.Concern #1: “I
asked several questions when I was looking into coverage for my 13 year...

old
cat. I asked if all conditions would be considered pre-excising because of her
age? They said no, that wouldn't be the case. I asked if the fact that she had
no vet records for the last 5 years would be an issue? Because she hasn't had
any major health issues and until I got the dogs I didn't worry about her being
exposed to anything do to the fact that she is a strictly indoor cat. They said
no, it wouldn't. I asked if her rate would get jacked up yearly due to her age?
They again said no. So I signed her up. On her first claim they tried to not
cover it because of lack of medical history. I called and argued that because I
was told this wouldn't happen and oh look... it did. I had to speak with a
supervisor and got that one put through. finally.”Petplan Response:Petplan requires an examination within the past 12 months
prior to policy inception.  If this exam
does not exist, our policy outlines that the first available examination is
used as a baseline of health; any diseases or clinical signs found during the
first exam after policy would not be eligible for coverage (7. Care for your Pet, b.). 
We have reviewed the call between [redacted] and our Pet Advisor (sales
agent) and this information was appropriately explained to [redacted].  [redacted] references her cat, [redacted], in her Revdex.com
complaint.  After review of the claims
submitted by [redacted] for her cat [redacted]’s health care, we have received two
claims for dates of service on 10/21/2015 and 12/09/2015.  We were unable to provide coverage for the
treatment provided on 10/21/2015 as the invoice items (after application of the
co-pay [20%] and removal of any routine or preventative care invoice items) the
claimed amount did not meet [redacted]’s chosen policy deductible of
$200.00.  Regarding [redacted]’s claim
for treatment provided on 12/09/2015, coverage for this claim was extended and
reimbursed after application of her chosen co-pay (20%) and chosen deductible
$200.  Concern #2:“All
three of my pets policies came up for renewal and they all went up slightly.
Then we moved. The 2 dogs policies went up about $100, My cats more then
doubled. It was a more then $200 increase. I feel I was mislead and lied to
when I called originally asking about getting coverage for my cat. I feel I
deserve a full refund minus what they paid out for the one claim that was
covered since I've had coverage on her. They would only refund up to that
claim.”Petplan Response:Petplan policy 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.  Specifically, in [redacted]’s case, when she
moved from her policy was re-rated because the area (one of three factors
listed above) changed.  The area she moved
to increased her preimums.  [redacted] purchased pet
insurance to ensure that if new accidents or illness arose coverage  for her pet’s health care costs could be
riembursed per the policy.  Petplan has
provided reimbursement for these unexpected costs as previoulsy explained.  Per the Terms and Conditions of her policy in
the event of cancellation we will provide a pro rata refund  based on the date of termination of the
policy (6. Cancellation and nonrenewal,
a.).  According to our records, Ms.
Brandt requested cancellation on February 29, 2016.  To ensure a positive customer experience, we
authorized a backdated refund for Nika’s policy starting for the day following
the last treatment date claimed, and reimbursed by the policy.  The cancellation was processed on March 1,
2016 and [redacted]’s card would be refunded within 2-5 days after
processing.  We thank [redacted] for
providing her feedback regarding her customer experience as it is for feedback,
like [redacted]’s, that allows Petplan to continue to improve our level of
customer service.  We do sincerely hope
that [redacted], [redacted], [redacted] and [redacted] are all doing well!

07/01/2014
We would like to thank [redacted] for her communication regarding her recent customer service and claims processing experience via the Revdex.com (Revdex.com).
[redacted] has requested a complete explanation and breakdown of all claims for her pet, [redacted], regarding...

claims from as early as April 19, 2014 to the present. We sincerely apologize that this had not been provided previously, as requested by [redacted].During our review of claims associated with the veterinary services performed on April 19, 2014 it was determined that there was an error in the allocation of split charges. However, this error resulted in a more favorable reimbursement for [redacted] than would otherwise have been the case, so the error has not been remedied. For claims submitted for multiple conditions (in this case : vomiting/ weight loss ([redacted]), limping/ injured paw ([redacted] and [redacted]), lump ([redacted]) and preventative care ([redacted])) where invoice items can apply to more than one condition, the invoice item amount is divided between all related conditions. In the case of services provided on April 19, 2014 the examination fee should have been divided by four conditions, applying $12 per condition. As this did not occur, [redacted] actually received a better reimbursement on future claims related to these conditions.
We have provided below a breakdown of services for all of [redacted]’s claims as they have been historically processed.Records indicated that [redacted] was afflicted with several ailments; therefore, the claim was divided into four conditions/ claims according to the medical records:
Invoice Date 4/19/2014
Invoice Total $528.63$528.63
The chosen policy has 10% co-pay and a $200 deductible. As displayed in the table above, none of the eligible charges for the aforementioned conditions meet or exceed the chosen $200 deductible so, for this invoice, no reimbursement is due. However, future eligible charges for the same condition in the same policy period will be applied to the $200 deductible (see below).Petplan also received a claim on May 5, 2014 for veterinary exams on April 28, May 1 and May 3, 2014, follow up treatment for [redacted]’s limping/ injured paw (claim [redacted]).The claim referred to in your Revdex.com complaint ([redacted]) for veterinary fees on June 5 and June 11, 2014 was received on June 16, 2014 and processed on June 17, 2014; a reimbursement check in the amount of $203.22 was sent on June 18, 2014. This claim was processed at a 90% reimbursement rate (10% co- pay) and there were no excluded invoice items. If this check has not been received we encourage [redacted] to reach out to us directly to have this rectified.Regarding [redacted]’s request to cancel her policy, we will gladly oblige to her request, if she wishes to proceed with this process. We would like to take the opportunity to remind [redacted] that all future coverage for [redacted]’s coverable conditions after the date of cancellation will be ineligible for reimbursement, including any future, unforeseen illnesses or injuries.We apologize again for any inconvenience caused to [redacted], and hope this communication answers any outstanding questions.Many thanks,Elyse DClaims Manager

We would like to thank [redacted] for bringing his concern to our attention via the Revdex.com (Revdex.com).  We appreciate the feedback and would like to take an opportunity to provide clarity surrounding [redacted]’s concerns.
We would like to apologize for any confusion regarding...

the coverage provided by his policies for his canine companions [redacted] and [redacted].  Coverage for accidents and illness is subject to charges that occur within the US or Canada, any charges that occur outside of the US or Canada are not eligible for coverage per the Term and Conditions of the policy.  If [redacted] has any receipts for coverable veterinary costs that occurred or where charged in the US or Canada we would be happy to review for coverage. 
If one of [redacted]’s pets falls ill while out of the country and contracts a disease that could only be contracted outside of the US or Canada those fees would not be eligible for coverage.  If one of [redacted]’s dogs fell ill or had an accident that still required treatment once returning the US (that was not specific to Europe) coverage would be eligible for charges that occur within US or Canada, as long as he had a current policy while abroad. 
According to our records, [redacted] recently spoke with one of our Customer Service Representative and we have verified cancellation in February of 2016.  We will honor his request and backdate the cancellation to February of 2016.  If [redacted] has any receipts for care charged within the US or Canada from July 2013- February 2016 we would be happy to review for coverage.  With the clarification provided, if [redacted] wishes to continue coverage, and not cancel effective February 2016, we are happy to honor this request as well.
We apologize for any inconvenience and again thank [redacted] for his feedback regarding his customer experience.  We hope that this finds [redacted] and [redacted] well.

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 [redacted]’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 [redacted].    We hope that this finds [redacted], [redacted], [redacted] and [redacted] well! Best regards, elyse d[redacted], CVTclaims manager- specialty

Please refer to our attached response.  We hope this finds [redacted] well!

Thank you for your recent communication regarding the claim
for [redacted] pet, [redacted]
As part of our Quality and Assurance protocols, all
telephone calls are recorded, and periodically reviewed, to...

maintain the high level
of customer service our policyholders have come to expect.  Accordingly, we have had the opportunity to
review the conversation referred to in the Revdex.com communication.
During the telephone call on July 8, 2013, [redacted] spoke
with one of our Licensed Pet Insurance Advisors between the times of 12.01pm
and 12.17pm EST. However, our recording does not align with the information was
presented in the Revdex.com communication.
It make most sense to answer [redacted] main concerns directly,
and referring to the relevant portions of the telephone conversation, as below.
I told him
specifically what was wrong with my pet and that I had been advised that the
condition would get worse as she aged and that it was a common defect with her
particular breed. He assured me that this insurance would cover her condition
and that I would have a fourteen day waiting period before she could be treated
for anything.
Transcript from call:
<<Agent Question: “And your pet I’m assuming has been
to the vet already and there aren’t any problems showing currently?”
Client Answer: “No.”
Agent Response: “So, that’s what we would need to see in the
vet records.  So, if there’s nothing
showing in the vet records, no clinical signs of the condition that would definitely
be something we would be able to cover.”>>
[redacted]: At no point during the call was there any mention
of the condition of collapsing trachea, for which [redacted] had been seen by a
veterinarian on 5/5/12, 6/30/12, 7/8/12 and 7/3/13 (the day prior to policy purchase,
where diagnosis was confirmed by radiograph), and for which claims were later submitted. The agent specifically stated
that only conditions which had not shown any clinical signs prior
to policy would be eligible for coverage.
 
Had I been told my
Mike that they would not have covered her congenital defect then I would not
have purchased this, I would have had to have my pet treated.
Transcript from call:
<<Client Question: “If she has problems, like, I don’t
know about yet, she was a puppy mill dog, she was inbred too much. I’ve just
heard you know from different people, as their rescue dogs have gotten older
there have been different issues.”
Agent Answer: So long as the policy is in place, and there’s
nothing showing from the pet any clinical signs of a condition prior to the
policy that’s something we would be able to cover.”
Client: “But if it’s congenital?”
Agent Answer: “As long as it’s not showing any clinical
signs of the condition then we could cover it.”>>
[redacted]: The Pet Insurance Adviser specifically
stated that congenital conditions would be covered so long as they had not shown clinical signs
prior to policy. In this case, the disease had shown clinical signs and been
diagnosed by a veterinarian.
 
Based on the information provided by our agent during the
conversation on July 8, 2013, [redacted] was correctly informed about
anticipated coverage for [redacted]. Please contact us for any further details on
this matter.

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 illnesses. The 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 policy. The pertinent part of the
Terms and Conditions is below:I.
Definitions Used Throughout This PolicySome
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 normal
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 normal 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 normal 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.V. General ExclusionsThis policy does not cover:e.
The cost of any treatment or diagnostic testing for pre-existing
conditions as follows:i. Any 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.ii. Any 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.iii. Any 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 Dr. Yuki C. T[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,
2016 for “vomiting, lethargy and possible foreign body ingestion
vs. an intussusception.” [redacted] was then transferred for care to
BluePearl Surgery Service on August 1, 2016 where a 3 cm portion of
the intestine was removed due to a confirmed intussusception. A
Petplan policy was incepted on August 5, 2016, and on August 29, 2016
[redacted] presented to BluePearl Veterinary Partners for “vomiting and
abdominal pain” and another intussusception was identified. We 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, etc. We 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 policy. We corresponded with
Dr. T** regarding our conclusions, additionally, we followed up with
Dr. T** on November 3, 2016 and confirmed that Dr. T** 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 [redacted]’s recurrent intestinal
intussusceptions. According to our records, Ms. [redacted]’s Petplan
policy is still active. She had indicated that she would like a
refund. We can authorize a refund back to September 3, 2016. 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!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find it a little disheartening that they managed to include several phonetically similar spellings of my surname, but not once did the actually spell it correctly. It is precisely this level of attention to detail that concerns me about the manner in which they conduct their business. Nevertheless, I have done my due-diligence with respect to their performance when it comes to the actual business they are engaged and will accept their offer/apology.It should be noted, that the pet insurance policy I purchased when this whole fiasco began also included a $25 gift card, which has yet to be delivered to my home. To date, the only correspondence I have received from the business has been through the Revdex.com.   
Regards,
[redacted]

We would like to take this opportunity to thank [redacted] for bringing his concerns regarding his policy to our attention via the Revdex.com (Revdex.com). We are sorry to hear about [redacted] experience. We were able to call and speak to [redacted] and address his concerns. We had the...

opportunity to explain Petplan’s recent underwriter change and the new policy parameters. Since he no longer wished to have Petplan policies for his pets, we have issued refunds back to his credit card on file. We encourage [redacted] to contact us in the future if he has any additional questions and we would be happy to assist. We are available 24/7 at [redacted].

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: As of today, April 19th, 2017, I still have not received the refunds.  PetPlan was notified by my husband on March 28th to cancel both plans effective immediately.  I was told on April 7th that the refunds would be received in 3-5 business days.  I called again this morning and was told by PetPlan representative Tabbi that the refunds were issued yesterday, April 19th.  When I again asked for documentation verifying the refunds she said she could not provide me with documentation.  I received an email today from PetPlan showing three refunds with the condition that "once we manually release the funds" they should show up in my account in 1-5 business days.  Again, why does PetPlan need to delay these refunds they are contractually obligated to pay.  Are they unable to pay?  Have to question why there is no delay in debiting my account each month to collect their premiums, but a refund credit to my account is taking so long. Where is the money?  Is PetPlan insolvent?  This is a fraudulent business.  And they are only responding now because the Revdex.com is involved.  Each response to me is conveniently timed just prior to the response to Revdex.com so they can tell Revdex.com that they have responded to my "concerns".  Shady, shady, shady. 
Regards,
[redacted]