Fetch, Incorporated

We would like to take this opportunity to thank [redacted] for bringing the concerns she has regarding her policy to our attention via the Revdex.com (Revdex.com). We are sorry to hear about [redacted]’s experience. We appreciate [redacted] advising Petplan of her pet’s correct date of...

birth. Petplan premiums are rated by three factors being breed, age and location. The policy for [redacted]’s pet was purchased online. At the time of sign up, the pet’s age was advised to be January 10, 2015. When we received clarification from [redacted]’s veterinarian that her pet’s correct date of birth was January 10, 2008, the premium was then rated appropriately. All of [redacted]’s policy documents and policy information were updated and are available online in her Account Portal. We apologize if [redacted] was unaware of the rate increase and difference in premium charged to her credit card. She has since chosen to cancel her pet’s policy and we have issued a credit for the unexpected charge that was processed. We wish all the best for [redacted] and her pet. We have been in contact with [redacted] and encourage her to contact us if she has any questions or additional concerns. Were are available 24/7 at [redacted] and are always happy to assist.

This is in response to the Revdex.com (Revdex.com) complaint presented by [redacted]. We hope that [redacted] and [redacted] are both well. (Complaint# [redacted])
We would like to take the opportunity to address [redacted]’s concerns to clear up any confusion or concern that may...

exist.
Petplan policies provide comprehensive coverage for all cats and dogs. Coverage limitations of the policy are based on the medical history of each individual pet. Petplan policies provide coverage for accidents, illnesses, and hereditary conditions. Coverage cannot be extended where clinical signs were observed prior to policy or during the applicable waiting period or exclusionary period. Petplan has two waiting periods: 14 day illness and 24 accident waiting periods; and an exclusionary period for the stifles (knees). Petplan is proud to offer coverage for hereditary conditions, coverage is extended so long as clinical signs consistent with the hereditary condition were not observed prior to policy or during the 14 day illness waiting period.
[redacted] indicates that several errors occurred during the purchase of his policy for [redacted]. According to our records and the communication exchanged [redacted] shared during a telephone call on October 25, 2014 it was determined that the policy was erroneously booked with the pet name as “[redacted]” rather than “[redacted]” and that [redacted]’s birthdate was also saved as August 11, 2009, however, [redacted] was actually born in 2008. During the call [redacted] was informed about the cost difference for a pet born in 2008 vs. 2009 and the charge for the difference in premium. At this time, [redacted]’s pet’s name was corrected to “[redacted].” We would like to assure [redacted] that Petplan’s online experience is designed to allow for future policyholders the ability to have a comprehensive understanding of coverage and for ease of use. We apologize that [redacted] did not have this experience and we have provided this feedback to our website team.
Petplan claims are processed based on the medical records provided and the policy Terms and Conditions. During the review of a claim, if clinical signs consistent with the claimed condition were observed prior to policy or during the applicable waiting period (accident or illness), the claimed condition is not eligible for coverage. Petplan assessed the claim submitted based on the information provided. According to the medical records provided [redacted] was presented to [redacted] Veterinary Center on October 23, 2014, prior to policy inception of October 26, 2014, with a history of left front lameness. [redacted] represented to [redacted] Veterinary Center on October 28, 2014 for continued lameness and exercise intolerance. At this time diagnostics were pursued and evaluation by a specialist was recommended. On October 29, 2014 [redacted] was examined at [redacted] Veterinary Group Animal Emergency and Specialty Centers for a four week history of intermittent ataxia and exercise intolerance, panting, lameness, and difficulty rising.
Per the Terms and Conditions of the policy, conditions where clinical signs are observed prior to policy or during the 14 day waiting period for illnesses are ineligible for coverage, as they must be considered pre- existing. Specifically, in [redacted]’s case, clinical signs (left forelimb lameness, ataxia and exercise intolerance) were noted with in the 14 day waiting period as well as prior to the inception date of the policy (policy inception of October 26, 2014).
According to our records, Petplan has provided a full refund to [redacted]. [redacted] was charged a total of $235.18, on December 5, 2014 a full refund in the amount of $235.18 was provided to [redacted].

We would like to take the time to thank [redacted] for
bringing her concerns to our attention.
We have reviewed [redacted]' concern and would like to take the
opportunity to address her concerns
Petplan policies require that all enrolled pets have a
documented examination
within months prior to policy. In instances that an examination has not been
provided and documented within months prior to policy the first available
examination within policy will be used to determine any pre- existing
conditions. Namely, conditions where
clinical signs are present during the first available exam are considered pre- existing
and not eligible for coverage.
At the time of claims submission Petplan requires medical records
of all historical treating veterinarians.
Our adjusters review this documentation in conjunction with the policy
Terms and Conditions to determine coverage.
Specifically in [redacted]'s case, the documentation provided did not indicate
that an exam within months prior to the policy inception was performed. Therefore, the claimed condition was not
eligible for coverage. Since the initial
review of [redacted]' claim additional documentation has been provided
indicating that Lucky did have a documented examination within months prior
to policy. As such, the determination
was overturned and reimbursement was provided
We apologize to [redacted] for any confusion that may have occurred
and thank her for her feedback regarding her customer service experience. We hope that Lucky is on the mend and doing
well!

9/3/2014
Thank you for your response via the Revdex.com.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 [redacted]’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 [redacted]’s health status, we would be happy to receive additional or updated records to continue our investigation into the previously submitted claims.Many thanks.

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]

[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 hope this finds Ms. [redacted] and her pet, [redacted] well. We 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 date. We 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 assistance. The 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 questions. We are available 24/7 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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
[redacted] was born 8/3/17, we received him 9/29/17, took him in immediately for care/shots/microchipping on 9/30/17. He did not have a cough at the time - nothing. He was a brand new puppy, just seeing a veterinarian due to being a brand new pup!! HE WAS NOT SEEN FOR COUGHING. My records do not say that anywhere. We had him less than 12 hours at that point, and didn't even hear him bark, let alone cough. We went to the vet just because he needed a check up! We had a clean bill of teeth, other than the fact that she said he had minor eye discharge so she prescribed him some typical medicine, amoxi clav. When we took him into the emergency vet, it was then for a cough - which was 10/16/17. My plan had been in effect since 9/29/17.I shouldn't have had to pay for that visit either. That one cost $109.80.They denied that claim instantly saying it was pre-existing. We rushed him into the emergency room that day because we have never heard him cough before and were worried. The medication then prescribed treated him. Then during a routine follow up for more puppy shots, my vet told me she thought he should get an x-ray - it turned out he had kennel cough when he went to the emergency room, but then got bronchitis, a totally different issue, my vet seems to think most likely from walking outside or his puppy class.Two totally different issues, which both happened after my policy had been well in place. I have no idea what I have been paying $41.90 a month for. I feel completely taken advantage of and I want this made right.Having a sick puppy is awful and then to have the company that should have your back not have your back, made it even worse.
Regards,
[redacted]

We thank [redacted]
for bringing her concern regarding her Petplan policy to our attention via the
Revdex.com (Revdex.com).  We would
take the opportunity to address [redacted]’s concerns and provide further
clarification regarding the coverage provided by her insurance policy for...

[redacted].Petplan accepts all
dogs and cats for insurance coverage.  As
outlined in the Terms and Conditions of your policy, Petplan provides coverage
for new accidents and illnesses that are not related to, resulting from, caused
by or the same as a pre- existing conditions. 
Pre- existing conditions are defined by the policy as, “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.”  As indicated in Ms.
Lopez’s Revdex.com concern [redacted] was afflicted with a heart murmur prior to the
inception of her policy.  On December 8,
2014 (policy inception December 17, 2014) [redacted]’s medical records document a
grade 2/6 systolic heart murmur.  Medical
records from June 7, 2016 indicated [redacted]’s heart murmur had progressed to a
grade 4/6 systolic heart murmur and also congestive heart failure (CHF).  Please understand a
heart murmur (abnormal cardiac [heart] sound indicating abnormal blood flow
through the heart) is a clinical sign “commonly generated in cardiac disease.” ([redacted],
2016. )
 Although a heart murmur may not indicate serious illness, it is still
considered an abnormal change in the normal healthy state of a patient. 
As [redacted] describes, “The first clue that an
animal has heart disease often is the auscultation of a heart murmur.” ([redacted],
2016. ) 
As the underlying heart disease progresses, the animal’s body can reach a point
that it can no longer compensate for the abnormal blood flow within the heart,
and congestive heart failure can result. Petplan
provides information on our website to ensure that all potential policyholders
have the resources necessary to ensure they are choosing a policy that is best
suited to their needs.  Specifically, we
provide a full copy of the Terms and Conditions to allow a full understanding
of policy coverage, including exclusions of coverage.  Additionally, our Frequently Asked Questions
(FAQ’s) and “Fine Print” explanation of the Terms and Conditions of the policy
provide an additional explanation of the policy.  We do not require the medical records at the
time of purchase; we request them at the point of claim to determine
coverage.  The exclusions of the policy
are specific to each pet’s unique medical history in conjunction with the
policy Terms and Conditions.  We
hope that this provides clarification to the policy and that [redacted] and [redacted]
are well.

This issue has been resolved independently as of 02/03/2015. The claim has been reassessed and our customer service department reached out to [redacted] on 02/03/2015. If [redacted] has any additional questions we would be happy to speak with her directly at ###-###-####.

This response is in reference to [redacted]’s concerns addressed in her Revdex.com (Revdex.com) complaint. We thank [redacted] for her communication regarding her recent customer service experience.After review of [redacted]’s Revdex.com 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 the opportunity to thank [redacted] for bringing her concerns regarding her policies to our attention via the Revdex.com (Revdex.com).  We are sorry to hear about [redacted]’s experience. We have personally reached out to [redacted] to discuss her concerns regarding...

her refunds and customer experience. We were able to issue the refund to her correct credit card.  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 ###-###-####.

We would like to thank [redacted] for bringing his concerns
regarding his policy to our attention via the Revdex.com (Revdex.com) and
would like to take the opportunity to provide some clarity.Petplan requires all pets to have an examination within 12
months prior to policy inception. ...

If an
exam has not been documented within 12 months prior to policy the first
available documented examination after the effective date of the policy will be
used as the basis for determining any pre- existing conditions.  Any conditions or clinical signs found during
this examination will not be eligible for coverage.  Please refer to the pertinent part of the
Terms and Conditions below (VVI. General
Conditions, 7, b.)VII. General Conditions7. CARE FOR YOUR PETa.
In order for your policy to remain valid you must take care of your
pet and arrange and pay for your pet to have the following:i. An annual health check.ii. An annual dental exam.iii. Any treatment normally suggested
by a vet to prevent illness or injury.b. If your pet has not been examined by a vet within the twelve (12) months prior to the effective date of the policy you must arrange to have your pet examined at your own
expense after the effective date of the policy. The first documented
examination after the effective date of the policy will be used as the basis
for determining any pre-existing
conditions. This section applies to both new policies and continuous policy
years where your pet has not received the care described
in Section VII.7.a. For the avoidance of doubt; if your pet does not
receive its annual health check during a period of continuous coverage, the
next examination will be used as the basis for determining any pre-existing conditions.Specifically, in [redacted]’s case, after review of the
information provided, the last available examination for his dog Marley
occurred on July 25, 2014 greater than 12 months prior to the policy inception
of October 22, 2015.  Medical records on
November 24, 2015 (first documented medical record after the effective date of
the policy) note a diagnosis of diabetes; as such, per the Terms and Conditions
diabetes and conditions caused by, related to, or resulting from diabetes are
not eligible for coverage.  The claims
submitted for “diagnosis of diabetes” are not eligible for coverage.[redacted] also indicates concern regarding the information available
online prior to the purchase of a policy. 
To ensure everyone who visits our website can be fully informed we have
the Terms and Conditions available for review: (http://www.gopetplan.com/terms-and-conditions-explained)The website further explains the Terms and Conditions to
ensure a comprehensive understanding of the policy.  Specific to [redacted]’s concerns examination
requirements are explained:We took the opportunity to reach out to [redacted] regarding
his concerns in an effort to discuss [redacted]’s desired outcome (request of a
full refund) as outlined in the Revdex.com complaint. 
[redacted] indicated that he would consider it; however, at this time he
did not accept our offer of a full refund.

We would like to thank [redacted] for his communication to Peptlan via the Revdex.com (Revdex.com).  Feedback on our daily processes and procedures help us to continue to improve our service.
After review of the information provided, we would like to take the...

opportunity to apologize for any miscommunication that [redacted]  experienced.  It is our intent to provide a straightforward and simple process for claims and pre- authorization submission.  Additionally, we pride ourselves on our customer service and assure [redacted] this is not consistent with our standards of customer service and we have addressed this with our Director of Customer Care.
In an effort to ensure that [redacted] is fully informed about the coverage provided by Petplan, we would like to take the opportunity to explain how his policy works.  Petplan policies provide coverage for accidents and illnesses for cats and dogs.  Petplan policies do not provide coverage for accidents and illnesses that show clinical signs prior to policy or during waiting periods.  Petplan has two waiting periods: 1) 14 day waiting period for illnesses and 2) 24 hour waiting period for accidents.  During these waiting periods if clinical signs are present, conditions that relate to those clinical signs are not eligible for coverage under the policy.  For further clarification, [redacted]’s policy Terms and Conditions are available for review on his online account. We hope this clarifies coverage for [redacted], and apologize he did not feel this was made clear the time of his online purchase.
[redacted] has requested a full refund of his policy.  As requested, we will cancel his policy and provide a full refund.

[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:  My vet said it was not pre-existing. Why does the word of their vet matter more than mine. I do not feel like my best interest is being represented.  There are many conditions that can present with the same clinical signs. I do not find this acceptable. 
Regards,
[redacted]

We would like to take the opportunity to thank [redacted] for the feedback he has provided to Petplan via the Revdex.com (Revdex.com). 
In [redacted]’s complaint he indicates concern surrounding service fees associated with his chosen billing cycle for premium payments of his...

pet insurance.  We have reviewed [redacted]’s concerns and have authorized reimbursement for the service fees, as discussed, in the Revdex.com complaint.  We do apologize if [redacted] did not feel appropriately informed regarding these fees, as it our goal to be transparent. 
Again, we thank [redacted] for the feedback provided as it allows for future change and an improved customer experience.

Revdex.com ID: [redacted]
We would like to take the opportunity to thank [redacted] for bringing her concerns to our attention via the Revdex.com. We 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 dog. However, 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 paid. Further claims regarding this treatment for rehabilitation were denied as company said the treatment was for a pre-existing condition not coverable by insurance. Subsequent exams performed in February of 2015 were also denied. Company said that veterinarian did not provide paperwork even though veterinarian provided paperwork 3-4 times. I also provided paperwork 3-4 times. Company then requested an additional two years of records for review.”
Petplan Response:
[redacted] purchased a policy for [redacted] on April 16, 2014. [redacted]’s policy, as with all Petplan policies, provides coverage for accidents and illnesses, and does not provide coverage for pre- existing conditions. Pre- 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 normal 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 extended. Specifically, in [redacted]’s case medical records from June 20, 2013 indicate “x-ray: arthritic changes at left hip joint. Rx: [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 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.
We have attempted to reach out to [redacted] to discuss [redacted]’s concerns and also to answer any additional questions [redacted] may have. We 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 have personally reached out to [redacted] and have resolved this matter.  If there are any additional concerns, we encourage [redacted] to contact one of our Happiness Managers at [redacted].

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
2 years of vet history from April 2015.”Petplan Response:[redacted] submitted a claim on March
10, 2015 for an incident date of February 23, 2015 for veterinary fees related
to diarrhea.  To date Petplan has
received medical records from University of [redacted] for an examination on
April 11, 2015 and medical records from [redacted]’s primary veterinarian from
May 26, 2011- April 16, 2014.  Petplan
requested medical records and laboratory results from April 2014 through April
2015 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.

We would like to thank [redacted] for the opportunity to
provide further clarification regarding the concerns addressed in her RevDex.com (Revdex.com) complaint.After review of [redacted]’s policy and claim for her cat
[redacted] we have determined that the claim submitted for veterinary fees...

is not
eligible for coverage as [redacted] did not comply with the Terms and
Conditions of the policy.  As stated in
the Terms and Conditions of [redacted]’s policy, “If your pet has not been examined within twelve (12) months prior to
the effective date of the policy you must arrange to have your pet examined
within the first 30 days after the effective date of the policy.  The examination will be used as the basis of
determining any pre- existing conditions… “  According to the information provided, [redacted] did not provide
her cat [redacted] a veterinary examination within the twelve (12) months prior to
policy, nor within the first thirty (30) days of the policy.  As such, the first available examination
(examination on June 6, 2016 at Animal Clinical of Morris Plains) was used to
determine any pre-existing conditions. 
As the examination on June 6, 2016 was also the date of service claimed,
conditions related to, resulting from or caused by clinical signs discussed or
observed during the examination on June 6, 2016 are not eligible for coverage.The medical records indicate [redacted] has not been seen “since she was a kitten.”  According to the information provided at the
time of [redacted]’s application for insurance for [redacted] it is disclosed that
[redacted]’s date of birth is on or around January 1, 2015.  Should additional information/ documentation
of a veterinary examination be provided indicating an examination between
January 1, 2015- June 5, 2016, we would be happy to provide an additional
review of [redacted]’s claim.[redacted] purchased her policy on our website (www.[redacted].com).  Our website provides information outlining
the policy requirements/ details of the policy in multiple areas throughout our
website.  Petplan breaks down the “fine
print” of the Terms and Conditions (http://www.[redacted].com/terms-and-conditions-explained);
see below (Please note:  the website has
updated since the purchase of [redacted]’s policy :Additionally, the website, as indicated in the image above,
provides full copy of the Terms and Conditions available for review prior to
the purchase of a policy.  We do apologize for any frustration that [redacted] has
experienced and we appreciate the feedback she has provided.  It is feedback, like [redacted]’s that
allows us to improve the customer experience. 
If [redacted] has any additional information or would like to discuss
her policy further, we would be happy to discuss at any time.  Our Happiness Managers are available 24 hours
a day 7 days a week at ###-###-####.