Pet's Best Insurance Services Reviews (%countItem)
Pet's Best Insurance Services Rating
Address: 2323 S Vista Ave Ste 100, Boise, Idaho, United States, 83705-7343
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here Is a portion of a letter I sent the company.
After filing my first claim I was made aware that medical records were needed and that it would take 30 days to process my claim. You also stated that you would be reaching out to me vet for those records. After 6 days of no status change I went into my vet who told me that they had never received any requests from you. I asked for a copy of the records and got them IMMEDIATELY. obviously they are responsive and you didn’t actually request them. I called in again 3 days later because the status still had not changed only to be told by this representative that they needed even more information. I AGAIN had to get it myself because the second vet never received your request. I was later contacted by a supervisor who told me that I filled out the application incorrectly and this was all my fault now. I filled out all the forms with your companies guidance so I don’t know how an error from months ago would effect this claim or be my fault. She also proceeded to tell me that they would not cover it since it’s a pre-existing condition. I don’t understand how this situation is a pre-existing condition since it was a broken bone. He broke one hip from landing wrong and had it fixed and almost a year later broke the other hip jumping off a ledge. If I break my left arm and then break my r*** arm in a separate accident that’s not a pre-existing condition. Upon receiving your declination Of claim letter it appears your claims processor diagnosed him with osteoarthritis. That’s funny because they are not the vet that treated him. In fact NOWHERE in the medical records does it say that he has osteoarthritis or that this is related to any condition.
Pets Best issues this response to ***’s complaint dated November 27, 2018. Mr. purchased an Accident and Illness pet health insurance policy effective on May 19, 2018. Mr. complains of being misinformed, delayed processing, and takes issue with his claims being denied due to a pre-existing condition.
As is standard with pet insurance, there are certain exclusions for pre-existing conditions and other related conditions. The application informs the applicant of these exceptions and asks if the pet has any pre-existing conditions. Mr.’s application did not disclose any pre-existing condition or symptoms.
Mr. submitted his claims to Pets Best on Saturday November 10 (#***, #***), Wednesday November 14 (#***), and Thursday November 15 (#***). His pet required a Femoral Head & Neck Ostectomy. The records submitted with the first claim stated “Bear is a 3 yr 8 mos nm DSH presented for painful RR. O feels may be another FHA surgery as one was done a few years back and he was told likely RR would need on[e] in future.” Due to the conflict between these records and Mr.’s application, additional records were required for review. Unfortunately, the subsequent records showed the pet suffered a broken hip, surgery with femoral head remodeling, and other treatment for related symptoms. Since the medical records documented the relation to the pet’s prior conditions, there was no basis for coverage under the policy.
On Monday, November 12 (the next business day), Pets Best sent a Request for Medical Records to *** Animal Hospital with Mr.’s information and requesting records from February 24, 2018 through November 10, 2018. The fax time-stamp at the top of this form confirms it was sent on November 12, 2018 at 10:08 A.M. Mountain time. Mr. inquired on November 13 as to the status of his claims and was informed we had yet to receive the records requested. Records obtained on November 15 were incomplete and did not span the time-period required. Notably, Mr. failed to disclose where he had taken his pet for the previous surgery until November 21. Complete records were not provided until November 25.
Complete records confirmed that Mr.’s pet had underwent a related previous surgery, had been informed that he would need additional surgery in the future, and received treatment for symptoms related to this condition at numerous points in between. Mr. appears to acknowledge this fact as noted in the medical records.
Pets Best provides excellent customer service at every step and did so with Mr.. All communications are recorded and time-stamped for reference and training purposes. A review of the communications with Mr. confirm he was never misinformed or mislead, he was never promised coverage or guarantees regarding the processing time and was informed at every step of the way what was needed and why. Further, when Mr. notified our representatives that he would be unable to pay his mortgage, we made every attempt to expedite, review, and process his claims. With Mr.’s consent, we will gladly provide records documenting this matter.
While it is unfortunate that Mr. was dissatisfied with what transpired, Pets Best went above and beyond what was required at every step of the way.
Cordially,
Jared H
General Counsel
Pets Best Pet Health Insurance Company
JH/no
In September I submitted two claims for my Goldendoodle for Ear Infections. They said they needed more information from the Vet and closed my claims. I talked to my vet and they had sent my pets file to them. I called them back and they said it seemed “light”. Well he is only 9 months old. So they said they would look into reopening the claim, since the vet sent information. I called back the next day and I was told the same story, that they were looking into it. At this point, it is November, and I’m completely annoyed by my having to Babysit this place. I leave a review on Facebook stating the situation and Pets best Responds with: We still haven’t heard from your vet. Which is the opposite of what two of their customer service reps have stated. I respond back with the fact that their information is correct and within an hour, my claim is reopened and denied.
At this point I’m thinking, do I want to spend 15 years going through this claims process? No. But at the same time, maybe I will give them a chance. So I call back into customer service and speak with an agent. I told her that I’m considering cancelling my policy, however, I would like to speak to a manager. The agent tells me that I’m not going to get what I want, etc. Absolutely Zero escalation skills or customer service. Before transferring me, asks if I want to move forward with closing my policy. I said: I’d rather speak to your manager before I make any decisions, so please leave the policy where it is right now. Transfers me to the managers voice mail. I leave a message that says: “My name is x and my phone number is y. Please call me back.” The Manager, Gina, calls and leaves a voice message and within 5 minutes, I am sent an email that says the closed my policy. No one has spoken with me, they just took it into their hands to close my policy.
When I call back, immediately, Gina has “left for the day." She eventually returns my call and admits she cancelled policy.
We cannot issue refunds for periods of time in which coverage was available. We have refunded all unearned premium when your cancellation was processed.
Complaint: ***
I am rejecting this response because: The business did not fulfill their end of a cancellation policy. I did not ask to have my policy cancelled and they took the liberty of cancelling it without my permission. According to their website, they need to receive an email, phone call or message from the customer. When I mentioned possibly cancelling my policy, I specifically said to the agent to hold off on cancelling my policy until I spoke to a manager. They failed to follow through on their protocol, thus breeching the contract themselves. They also never fulfilled any of the claims as they stated in the policy. Every business has the option of refunding a customer when they are in the wrong. THEY cancelled my policy without speaking to me. Thus, they forfeit receiving money from me in the future and they owe me for the money they have taken from me in the past.
Sincerely
In an effort to bring this to a close, we are willing to reinstate the policy back to the date it was cancelled.
Complaint: ***
I am rejecting this response because: I don’t wish to continue business with a company that cancelled my policy without my permission and then said that I lied about it, which was not the case at all.
Sincerely
In September I submitted two claims for my Goldendoodle for Ear Infections. They said they needed more information from the Vet and closed my claims. I talked to my vet and they had sent my pets file to them. I called them back and they said it seemed “light”. Well he is only 9 months old. So they said they would look into reopening the claim, since the vet sent information. I called back the next day and I was told the same story, that they were looking into it. At this point, it is November, and I’m completely annoyed by my having to Babysit this place. I leave a review on Facebook stating the situation and Pets best Responds with: We still haven’t heard from your vet. Which is the opposite of what two of their customer service reps have stated. I respond back with the fact that their information is correct and within an hour, my claim is reopened and denied.
At this point I’m thinking, do I want to spend 15 years going through this claims process? No. But at the same time, maybe I will give them a chance. So I call back into customer service and speak with an agent. I told her that I’m considering cancelling my policy, however, I would like to speak to a manager. The agent tells me that I’m not going to get what I want, etc. Absolutely Zero escalation skills or customer service. Before transferring me, asks if I want to move forward with closing my policy. I said: I’d rather speak to your manager before I make any decisions, so please leave the policy where it is right now. Transfers me to the managers voice mail. I leave a message that says: “My name is x and my phone number is y. Please call me back.” The Manager, Gina, calls and leaves a voice message and within 5 minutes, I am sent an email that says the closed my policy. No one has spoken with me, they just took it into their hands to close my policy.
When I call back, immediately, Gina has “left for the day." She eventually returns my call and admits she cancelled policy.
We cannot issue refunds for periods of time in which coverage was available. We have refunded all unearned premium when your cancellation was processed.
Complaint: ***
I am rejecting this response because: The business did not fulfill their end of a cancellation policy. I did not ask to have my policy cancelled and they took the liberty of cancelling it without my permission. According to their website, they need to receive an email, phone call or message from the customer. When I mentioned possibly cancelling my policy, I specifically said to the agent to hold off on cancelling my policy until I spoke to a manager. They failed to follow through on their protocol, thus breeching the contract themselves. They also never fulfilled any of the claims as they stated in the policy. Every business has the option of refunding a customer when they are in the wrong. THEY cancelled my policy without speaking to me. Thus, they forfeit receiving money from me in the future and they owe me for the money they have taken from me in the past.
Sincerely
In an effort to bring this to a close, we are willing to reinstate the policy back to the date it was cancelled.
Complaint: ***
I am rejecting this response because: I don’t wish to continue business with a company that cancelled my policy without my permission and then said that I lied about it, which was not the case at all.
Sincerely
In September I submitted two claims for my Goldendoodle for Ear Infections. They said they needed more information from the Vet and closed my claims. I talked to my vet and they had sent my pets file to them. I called them back and they said it seemed “light”. Well he is only 9 months old. So they said they would look into reopening the claim, since the vet sent information. I called back the next day and I was told the same story, that they were looking into it. At this point, it is November, and I’m completely annoyed by my having to Babysit this place. I leave a review on Facebook stating the situation and Pets best Responds with: We still haven’t heard from your vet. Which is the opposite of what two of their customer service reps have stated. I respond back with the fact that their information is correct and within an hour, my claim is reopened and denied.
At this point I’m thinking, do I want to spend 15 years going through this claims process? No. But at the same time, maybe I will give them a chance. So I call back into customer service and speak with an agent. I told her that I’m considering cancelling my policy, however, I would like to speak to a manager. The agent tells me that I’m not going to get what I want, etc. Absolutely Zero escalation skills or customer service. Before transferring me, asks if I want to move forward with closing my policy. I said: I’d rather speak to your manager before I make any decisions, so please leave the policy where it is right now. Transfers me to the managers voice mail. I leave a message that says: “My name is x and my phone number is y. Please call me back.” The Manager, Gina, calls and leaves a voice message and within 5 minutes, I am sent an email that says the closed my policy. No one has spoken with me, they just took it into their hands to close my policy.
When I call back, immediately, Gina has “left for the day." She eventually returns my call and admits she cancelled policy.
We cannot issue refunds for periods of time in which coverage was available. We have refunded all unearned premium when your cancellation was processed.
Complaint: ***
I am rejecting this response because: The business did not fulfill their end of a cancellation policy. I did not ask to have my policy cancelled and they took the liberty of cancelling it without my permission. According to their website, they need to receive an email, phone call or message from the customer. When I mentioned possibly cancelling my policy, I specifically said to the agent to hold off on cancelling my policy until I spoke to a manager. They failed to follow through on their protocol, thus breeching the contract themselves. They also never fulfilled any of the claims as they stated in the policy. Every business has the option of refunding a customer when they are in the wrong. THEY cancelled my policy without speaking to me. Thus, they forfeit receiving money from me in the future and they owe me for the money they have taken from me in the past.
Sincerely
In an effort to bring this to a close, we are willing to reinstate the policy back to the date it was cancelled.
Complaint: ***
I am rejecting this response because: I don’t wish to continue business with a company that cancelled my policy without my permission and then said that I lied about it, which was not the case at all.
Sincerely
In September I submitted two claims for my Goldendoodle for Ear Infections. They said they needed more information from the Vet and closed my claims. I talked to my vet and they had sent my pets file to them. I called them back and they said it seemed “light”. Well he is only 9 months old. So they said they would look into reopening the claim, since the vet sent information. I called back the next day and I was told the same story, that they were looking into it. At this point, it is November, and I’m completely annoyed by my having to Babysit this place. I leave a review on Facebook stating the situation and Pets best Responds with: We still haven’t heard from your vet. Which is the opposite of what two of their customer service reps have stated. I respond back with the fact that their information is correct and within an hour, my claim is reopened and denied.
At this point I’m thinking, do I want to spend 15 years going through this claims process? No. But at the same time, maybe I will give them a chance. So I call back into customer service and speak with an agent. I told her that I’m considering cancelling my policy, however, I would like to speak to a manager. The agent tells me that I’m not going to get what I want, etc. Absolutely Zero escalation skills or customer service. Before transferring me, asks if I want to move forward with closing my policy. I said: I’d rather speak to your manager before I make any decisions, so please leave the policy where it is right now. Transfers me to the managers voice mail. I leave a message that says: “My name is x and my phone number is y. Please call me back.” The Manager, Gina, calls and leaves a voice message and within 5 minutes, I am sent an email that says the closed my policy. No one has spoken with me, they just took it into their hands to close my policy.
When I call back, immediately, Gina has “left for the day." She eventually returns my call and admits she cancelled policy.
We cannot issue refunds for periods of time in which coverage was available. We have refunded all unearned premium when your cancellation was processed.
Complaint: ***
I am rejecting this response because: The business did not fulfill their end of a cancellation policy. I did not ask to have my policy cancelled and they took the liberty of cancelling it without my permission. According to their website, they need to receive an email, phone call or message from the customer. When I mentioned possibly cancelling my policy, I specifically said to the agent to hold off on cancelling my policy until I spoke to a manager. They failed to follow through on their protocol, thus breeching the contract themselves. They also never fulfilled any of the claims as they stated in the policy. Every business has the option of refunding a customer when they are in the wrong. THEY cancelled my policy without speaking to me. Thus, they forfeit receiving money from me in the future and they owe me for the money they have taken from me in the past.
Sincerely
In an effort to bring this to a close, we are willing to reinstate the policy back to the date it was cancelled.
Complaint: ***
I am rejecting this response because: I don’t wish to continue business with a company that cancelled my policy without my permission and then said that I lied about it, which was not the case at all.
Sincerely
I can't say that Pets Best has denied any of my dogs claims but I will say that I am not happy that they created pre-existing conditions when there are none. Pets Bests insurance has my dog listed to have pre-existing conditions such as pyoderma, dermatitis, etc. My dog's skin related issues were because of a staph infection he caught from the groomers at *** and it was treated and cured. However, Pets Best claims that anything they treat on the policy is a pre-existing condition. I guess Pets Best got a new underwriter a few years ago and I was going to upgrade my dog to that plan but I was told he had those pre-existing conditions and I should stay on my plan because it wouldn't be covered with the new policy. The problem is now that for his renewal policy Pets Best wants me to pay almost $80 for a 5k annual limit (last year almost $60) when individuals with new plans with unlimited limits are paying around the same. Also, they removed the discount as well that I use to get. I talked to my veterinarian who also said that those conditions are not pre-existing conditions and other pet insurances companies who said the same considering it has been since 2016 since he had a staph infection with no other episodes. I also sent Pets Best documentation from my veterinarian about the same thing. Now that my dog actually does have what many insurance companies would deem a pre-existing condition (hermangiosarcoma) a low grade tumor that was removed and that was the size of a lentil (docs don't think it will ever occur again because this one was likened to a cancerous mole on the skin rather than the kind that attacks internal organs) now I feel like I've been entrapped. Pets Best should've upgraded my policy in 2016 to have made things fair. Because of this issue, I have been shopping around for insurance companies because it left a bad taste in my mouth over that. Also, I end up paying more twice a year than others because they only cover certain things once a year.
Rates do go increase with age, just like human health and life insurance, because the risk involved is much higher as people and pets grow older. In 2016 we acquired a new carrier and began writing new policies with that carrier. At that time we started offering a new plan with unlimited coverage. The only way to get that plan is to purchase it as a new policy, as the coverage between the two carriers is not transferable, each carrier carries their own risk. The opportunity to cancel any current insurance coverage and purchase a new policy with the new carrier is available, but the new carrier will consider any condition present before purchasing the policy to be pre-existing.
Complaint: ***
I am rejecting this response because: I had sent documentation to Pets Best at that particular time from my veterinarian who said it was a staph infection and it did come from the groomer at ***. I had taken Jetsen to have a bath at the *** in *** Plaza and he didn't have a problem. But when I took Jetsen to the *** in *** Pines, FL to have a haircut and bath, he caught a staph infection. ***'s *** tried to treat my pet but the meds they gave him were not strong enough so I took him to his normal veterinarian. It was treated and cured and my dog's veterinarian also stated it is not a pre-existing condition. I wanted to upgrade Jetsen's policy and was told it would not cover pre-existing conditions and Pets Best was provided with documentation stating that it was not because it wasn't. I was discouraged from upgrading. Pets Best claims anything they treat on the policy is considered a pre-existing condition. That's almost like saying that if a person gets chickenpox and they have insurance...it becomes a pre-existing condition because it was treated on the policy when we know that most people only get pox once. I find it ridiculous that Pets Best wants me to pay almost $80 for a obsolete plan. They should find an alternative for policy holders because it is not fair at all. I take Jetsen to the vet twice a year for annuals and semiannuals because that's how my vet does his treatments. The semiannuals are at my expense completely mine and his insurance won't cover....unlike new plans.
Sincerely
I don't know what further explanation I can provide. No "pre-existing condition" has been created, and as you state no claims have ever been denied. Any condition currently or previously experienced will be pre-existing to any new policy that you purchase, and therefore we recommend that you do not cancel your current coverage in order to obtain a new policy. But should this be a course of action that you desire, we will be happy to fulfill a new policy. Just call us at 1-877-738-7237.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is not getting anywhere. I'm not going to continue to argue with this company. Pets Best knows that I have mentioned this issue several times over the years and is completely avoiding rectifying the issue and answering the question properly. If your pet needs meds or medicated shampoo for a staph infection, the company translates it as if "oh, this is a pre-existing condition" even when provided documentation showing that it is not. The only thing on my dog's policy that would be considered pre-existing condition would be the "Hemangiosarcoma". This is a 2018 diagnosis not a 2016 which means my pet was clearly eligible to get a new policy without coverage restrictions because there were no pre-existing conditions at the time I attempted to get an unlimited plan at the end of 2016. Shame on Pets Best. Ridiculous.
Sincerely
I can't say that Pets Best has denied any of my dogs claims but I will say that I am not happy that they created pre-existing conditions when there are none. Pets Bests insurance has my dog listed to have pre-existing conditions such as pyoderma, dermatitis, etc. My dog's skin related issues were because of a staph infection he caught from the groomers at *** and it was treated and cured. However, Pets Best claims that anything they treat on the policy is a pre-existing condition. I guess Pets Best got a new underwriter a few years ago and I was going to upgrade my dog to that plan but I was told he had those pre-existing conditions and I should stay on my plan because it wouldn't be covered with the new policy. The problem is now that for his renewal policy Pets Best wants me to pay almost $80 for a 5k annual limit (last year almost $60) when individuals with new plans with unlimited limits are paying around the same. Also, they removed the discount as well that I use to get. I talked to my veterinarian who also said that those conditions are not pre-existing conditions and other pet insurances companies who said the same considering it has been since 2016 since he had a staph infection with no other episodes. I also sent Pets Best documentation from my veterinarian about the same thing. Now that my dog actually does have what many insurance companies would deem a pre-existing condition (hermangiosarcoma) a low grade tumor that was removed and that was the size of a lentil (docs don't think it will ever occur again because this one was likened to a cancerous mole on the skin rather than the kind that attacks internal organs) now I feel like I've been entrapped. Pets Best should've upgraded my policy in 2016 to have made things fair. Because of this issue, I have been shopping around for insurance companies because it left a bad taste in my mouth over that. Also, I end up paying more twice a year than others because they only cover certain things once a year.
Rates do go increase with age, just like human health and life insurance, because the risk involved is much higher as people and pets grow older. In 2016 we acquired a new carrier and began writing new policies with that carrier. At that time we started offering a new plan with unlimited coverage. The only way to get that plan is to purchase it as a new policy, as the coverage between the two carriers is not transferable, each carrier carries their own risk. The opportunity to cancel any current insurance coverage and purchase a new policy with the new carrier is available, but the new carrier will consider any condition present before purchasing the policy to be pre-existing.
Complaint: ***
I am rejecting this response because: I had sent documentation to Pets Best at that particular time from my veterinarian who said it was a staph infection and it did come from the groomer at ***. I had taken Jetsen to have a bath at the *** in *** Plaza and he didn't have a problem. But when I took Jetsen to the *** in *** Pines, FL to have a haircut and bath, he caught a staph infection. ***'s *** tried to treat my pet but the meds they gave him were not strong enough so I took him to his normal veterinarian. It was treated and cured and my dog's veterinarian also stated it is not a pre-existing condition. I wanted to upgrade Jetsen's policy and was told it would not cover pre-existing conditions and Pets Best was provided with documentation stating that it was not because it wasn't. I was discouraged from upgrading. Pets Best claims anything they treat on the policy is considered a pre-existing condition. That's almost like saying that if a person gets chickenpox and they have insurance...it becomes a pre-existing condition because it was treated on the policy when we know that most people only get pox once. I find it ridiculous that Pets Best wants me to pay almost $80 for a obsolete plan. They should find an alternative for policy holders because it is not fair at all. I take Jetsen to the vet twice a year for annuals and semiannuals because that's how my vet does his treatments. The semiannuals are at my expense completely mine and his insurance won't cover....unlike new plans.
Sincerely
I don't know what further explanation I can provide. No "pre-existing condition" has been created, and as you state no claims have ever been denied. Any condition currently or previously experienced will be pre-existing to any new policy that you purchase, and therefore we recommend that you do not cancel your current coverage in order to obtain a new policy. But should this be a course of action that you desire, we will be happy to fulfill a new policy. Just call us at 1-877-738-7237.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is not getting anywhere. I'm not going to continue to argue with this company. Pets Best knows that I have mentioned this issue several times over the years and is completely avoiding rectifying the issue and answering the question properly. If your pet needs meds or medicated shampoo for a staph infection, the company translates it as if "oh, this is a pre-existing condition" even when provided documentation showing that it is not. The only thing on my dog's policy that would be considered pre-existing condition would be the "Hemangiosarcoma". This is a 2018 diagnosis not a 2016 which means my pet was clearly eligible to get a new policy without coverage restrictions because there were no pre-existing conditions at the time I attempted to get an unlimited plan at the end of 2016. Shame on Pets Best. Ridiculous.
Sincerely
I can't say that Pets Best has denied any of my dogs claims but I will say that I am not happy that they created pre-existing conditions when there are none. Pets Bests insurance has my dog listed to have pre-existing conditions such as pyoderma, dermatitis, etc. My dog's skin related issues were because of a staph infection he caught from the groomers at *** and it was treated and cured. However, Pets Best claims that anything they treat on the policy is a pre-existing condition. I guess Pets Best got a new underwriter a few years ago and I was going to upgrade my dog to that plan but I was told he had those pre-existing conditions and I should stay on my plan because it wouldn't be covered with the new policy. The problem is now that for his renewal policy Pets Best wants me to pay almost $80 for a 5k annual limit (last year almost $60) when individuals with new plans with unlimited limits are paying around the same. Also, they removed the discount as well that I use to get. I talked to my veterinarian who also said that those conditions are not pre-existing conditions and other pet insurances companies who said the same considering it has been since 2016 since he had a staph infection with no other episodes. I also sent Pets Best documentation from my veterinarian about the same thing. Now that my dog actually does have what many insurance companies would deem a pre-existing condition (hermangiosarcoma) a low grade tumor that was removed and that was the size of a lentil (docs don't think it will ever occur again because this one was likened to a cancerous mole on the skin rather than the kind that attacks internal organs) now I feel like I've been entrapped. Pets Best should've upgraded my policy in 2016 to have made things fair. Because of this issue, I have been shopping around for insurance companies because it left a bad taste in my mouth over that. Also, I end up paying more twice a year than others because they only cover certain things once a year.
Rates do go increase with age, just like human health and life insurance, because the risk involved is much higher as people and pets grow older. In 2016 we acquired a new carrier and began writing new policies with that carrier. At that time we started offering a new plan with unlimited coverage. The only way to get that plan is to purchase it as a new policy, as the coverage between the two carriers is not transferable, each carrier carries their own risk. The opportunity to cancel any current insurance coverage and purchase a new policy with the new carrier is available, but the new carrier will consider any condition present before purchasing the policy to be pre-existing.
Complaint: ***
I am rejecting this response because: I had sent documentation to Pets Best at that particular time from my veterinarian who said it was a staph infection and it did come from the groomer at ***. I had taken Jetsen to have a bath at the *** in *** Plaza and he didn't have a problem. But when I took Jetsen to the *** in *** Pines, FL to have a haircut and bath, he caught a staph infection. ***'s *** tried to treat my pet but the meds they gave him were not strong enough so I took him to his normal veterinarian. It was treated and cured and my dog's veterinarian also stated it is not a pre-existing condition. I wanted to upgrade Jetsen's policy and was told it would not cover pre-existing conditions and Pets Best was provided with documentation stating that it was not because it wasn't. I was discouraged from upgrading. Pets Best claims anything they treat on the policy is considered a pre-existing condition. That's almost like saying that if a person gets chickenpox and they have insurance...it becomes a pre-existing condition because it was treated on the policy when we know that most people only get pox once. I find it ridiculous that Pets Best wants me to pay almost $80 for a obsolete plan. They should find an alternative for policy holders because it is not fair at all. I take Jetsen to the vet twice a year for annuals and semiannuals because that's how my vet does his treatments. The semiannuals are at my expense completely mine and his insurance won't cover....unlike new plans.
Sincerely
I don't know what further explanation I can provide. No "pre-existing condition" has been created, and as you state no claims have ever been denied. Any condition currently or previously experienced will be pre-existing to any new policy that you purchase, and therefore we recommend that you do not cancel your current coverage in order to obtain a new policy. But should this be a course of action that you desire, we will be happy to fulfill a new policy. Just call us at 1-877-738-7237.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is not getting anywhere. I'm not going to continue to argue with this company. Pets Best knows that I have mentioned this issue several times over the years and is completely avoiding rectifying the issue and answering the question properly. If your pet needs meds or medicated shampoo for a staph infection, the company translates it as if "oh, this is a pre-existing condition" even when provided documentation showing that it is not. The only thing on my dog's policy that would be considered pre-existing condition would be the "Hemangiosarcoma". This is a 2018 diagnosis not a 2016 which means my pet was clearly eligible to get a new policy without coverage restrictions because there were no pre-existing conditions at the time I attempted to get an unlimited plan at the end of 2016. Shame on Pets Best. Ridiculous.
Sincerely
I can't say that Pets Best has denied any of my dogs claims but I will say that I am not happy that they created pre-existing conditions when there are none. Pets Bests insurance has my dog listed to have pre-existing conditions such as pyoderma, dermatitis, etc. My dog's skin related issues were because of a staph infection he caught from the groomers at *** and it was treated and cured. However, Pets Best claims that anything they treat on the policy is a pre-existing condition. I guess Pets Best got a new underwriter a few years ago and I was going to upgrade my dog to that plan but I was told he had those pre-existing conditions and I should stay on my plan because it wouldn't be covered with the new policy. The problem is now that for his renewal policy Pets Best wants me to pay almost $80 for a 5k annual limit (last year almost $60) when individuals with new plans with unlimited limits are paying around the same. Also, they removed the discount as well that I use to get. I talked to my veterinarian who also said that those conditions are not pre-existing conditions and other pet insurances companies who said the same considering it has been since 2016 since he had a staph infection with no other episodes. I also sent Pets Best documentation from my veterinarian about the same thing. Now that my dog actually does have what many insurance companies would deem a pre-existing condition (hermangiosarcoma) a low grade tumor that was removed and that was the size of a lentil (docs don't think it will ever occur again because this one was likened to a cancerous mole on the skin rather than the kind that attacks internal organs) now I feel like I've been entrapped. Pets Best should've upgraded my policy in 2016 to have made things fair. Because of this issue, I have been shopping around for insurance companies because it left a bad taste in my mouth over that. Also, I end up paying more twice a year than others because they only cover certain things once a year.
Rates do go increase with age, just like human health and life insurance, because the risk involved is much higher as people and pets grow older. In 2016 we acquired a new carrier and began writing new policies with that carrier. At that time we started offering a new plan with unlimited coverage. The only way to get that plan is to purchase it as a new policy, as the coverage between the two carriers is not transferable, each carrier carries their own risk. The opportunity to cancel any current insurance coverage and purchase a new policy with the new carrier is available, but the new carrier will consider any condition present before purchasing the policy to be pre-existing.
Complaint: ***
I am rejecting this response because: I had sent documentation to Pets Best at that particular time from my veterinarian who said it was a staph infection and it did come from the groomer at ***. I had taken Jetsen to have a bath at the *** in *** Plaza and he didn't have a problem. But when I took Jetsen to the *** in *** Pines, FL to have a haircut and bath, he caught a staph infection. ***'s *** tried to treat my pet but the meds they gave him were not strong enough so I took him to his normal veterinarian. It was treated and cured and my dog's veterinarian also stated it is not a pre-existing condition. I wanted to upgrade Jetsen's policy and was told it would not cover pre-existing conditions and Pets Best was provided with documentation stating that it was not because it wasn't. I was discouraged from upgrading. Pets Best claims anything they treat on the policy is considered a pre-existing condition. That's almost like saying that if a person gets chickenpox and they have insurance...it becomes a pre-existing condition because it was treated on the policy when we know that most people only get pox once. I find it ridiculous that Pets Best wants me to pay almost $80 for a obsolete plan. They should find an alternative for policy holders because it is not fair at all. I take Jetsen to the vet twice a year for annuals and semiannuals because that's how my vet does his treatments. The semiannuals are at my expense completely mine and his insurance won't cover....unlike new plans.
Sincerely
I don't know what further explanation I can provide. No "pre-existing condition" has been created, and as you state no claims have ever been denied. Any condition currently or previously experienced will be pre-existing to any new policy that you purchase, and therefore we recommend that you do not cancel your current coverage in order to obtain a new policy. But should this be a course of action that you desire, we will be happy to fulfill a new policy. Just call us at 1-877-738-7237.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is not getting anywhere. I'm not going to continue to argue with this company. Pets Best knows that I have mentioned this issue several times over the years and is completely avoiding rectifying the issue and answering the question properly. If your pet needs meds or medicated shampoo for a staph infection, the company translates it as if "oh, this is a pre-existing condition" even when provided documentation showing that it is not. The only thing on my dog's policy that would be considered pre-existing condition would be the "Hemangiosarcoma". This is a 2018 diagnosis not a 2016 which means my pet was clearly eligible to get a new policy without coverage restrictions because there were no pre-existing conditions at the time I attempted to get an unlimited plan at the end of 2016. Shame on Pets Best. Ridiculous.
Sincerely
If I could leave 0 stars I would. EXTREMELY displeased with this company. I signed up for a policy in May 2018, completed my waiting period, and tried to submit 3 claims over the course of 6 months - 2 for ear infections, 1 eye infection. First of all, it took me 5 months just for the company to say they successfully received my Vet's medical records even though my vet was CC'ing me on every copy they continually said it wasn't what they are looking for. Finally - once they are satisfiated and say they have them the reopen my claims only to reject them completely as they said allergies were a prior symptom. Since ear infections and eye infections are apparently a form of allergy I was told none of these types of claims will ever be approved because they would be considered "preexisting conditions." Since I paid in full I pretty much through half the year's payment into the wind as they wasted my time for 6 months with their extremely long processing times and absurd games. I recommend looking elsewhere if you are considering pet insurance as this company is NOT helpful at all.
Hi ***, we are not able to find your policy information with the email you provided. However, we are sorry to hear of your dissatisfaction with our claims process and appreciate your feedback. Some claims tend to be complex and in order to accurately process your claim and ensure you are receiving the most reimbursement, we may request medical records from veterinarians your pet has visited, past or present. Unfortunately, the time it takes a vet clinic to supply us these records can translate into more claims processing time for our policyholders—please keep in mind, however, Pets Best tries to make our claims process as simple as possible by not requiring our customers to obtain these records themselves. Claim decisions are heavily based on these medical records. If you disagree with the decision you are welcome to file an appeal with supporting documents. Please contact us directly if you would like to proceed.
If I could leave 0 stars I would. EXTREMELY displeased with this company. I signed up for a policy in May 2018, completed my waiting period, and tried to submit 3 claims over the course of 6 months - 2 for ear infections, 1 eye infection. First of all, it took me 5 months just for the company to say they successfully received my Vet's medical records even though my vet was CC'ing me on every copy they continually said it wasn't what they are looking for. Finally - once they are satisfiated and say they have them the reopen my claims only to reject them completely as they said allergies were a prior symptom. Since ear infections and eye infections are apparently a form of allergy I was told none of these types of claims will ever be approved because they would be considered "preexisting conditions." Since I paid in full I pretty much through half the year's payment into the wind as they wasted my time for 6 months with their extremely long processing times and absurd games. I recommend looking elsewhere if you are considering pet insurance as this company is NOT helpful at all.
Hi ***, we are not able to find your policy information with the email you provided. However, we are sorry to hear of your dissatisfaction with our claims process and appreciate your feedback. Some claims tend to be complex and in order to accurately process your claim and ensure you are receiving the most reimbursement, we may request medical records from veterinarians your pet has visited, past or present. Unfortunately, the time it takes a vet clinic to supply us these records can translate into more claims processing time for our policyholders—please keep in mind, however, Pets Best tries to make our claims process as simple as possible by not requiring our customers to obtain these records themselves. Claim decisions are heavily based on these medical records. If you disagree with the decision you are welcome to file an appeal with supporting documents. Please contact us directly if you would like to proceed.
If I could leave 0 stars I would. EXTREMELY displeased with this company. I signed up for a policy in May 2018, completed my waiting period, and tried to submit 3 claims over the course of 6 months - 2 for ear infections, 1 eye infection. First of all, it took me 5 months just for the company to say they successfully received my Vet's medical records even though my vet was CC'ing me on every copy they continually said it wasn't what they are looking for. Finally - once they are satisfiated and say they have them the reopen my claims only to reject them completely as they said allergies were a prior symptom. Since ear infections and eye infections are apparently a form of allergy I was told none of these types of claims will ever be approved because they would be considered "preexisting conditions." Since I paid in full I pretty much through half the year's payment into the wind as they wasted my time for 6 months with their extremely long processing times and absurd games. I recommend looking elsewhere if you are considering pet insurance as this company is NOT helpful at all.
Hi ***, we are not able to find your policy information with the email you provided. However, we are sorry to hear of your dissatisfaction with our claims process and appreciate your feedback. Some claims tend to be complex and in order to accurately process your claim and ensure you are receiving the most reimbursement, we may request medical records from veterinarians your pet has visited, past or present. Unfortunately, the time it takes a vet clinic to supply us these records can translate into more claims processing time for our policyholders—please keep in mind, however, Pets Best tries to make our claims process as simple as possible by not requiring our customers to obtain these records themselves. Claim decisions are heavily based on these medical records. If you disagree with the decision you are welcome to file an appeal with supporting documents. Please contact us directly if you would like to proceed.
If I could leave 0 stars I would. EXTREMELY displeased with this company. I signed up for a policy in May 2018, completed my waiting period, and tried to submit 3 claims over the course of 6 months - 2 for ear infections, 1 eye infection. First of all, it took me 5 months just for the company to say they successfully received my Vet's medical records even though my vet was CC'ing me on every copy they continually said it wasn't what they are looking for. Finally - once they are satisfiated and say they have them the reopen my claims only to reject them completely as they said allergies were a prior symptom. Since ear infections and eye infections are apparently a form of allergy I was told none of these types of claims will ever be approved because they would be considered "preexisting conditions." Since I paid in full I pretty much through half the year's payment into the wind as they wasted my time for 6 months with their extremely long processing times and absurd games. I recommend looking elsewhere if you are considering pet insurance as this company is NOT helpful at all.
Hi ***, we are not able to find your policy information with the email you provided. However, we are sorry to hear of your dissatisfaction with our claims process and appreciate your feedback. Some claims tend to be complex and in order to accurately process your claim and ensure you are receiving the most reimbursement, we may request medical records from veterinarians your pet has visited, past or present. Unfortunately, the time it takes a vet clinic to supply us these records can translate into more claims processing time for our policyholders—please keep in mind, however, Pets Best tries to make our claims process as simple as possible by not requiring our customers to obtain these records themselves. Claim decisions are heavily based on these medical records. If you disagree with the decision you are welcome to file an appeal with supporting documents. Please contact us directly if you would like to proceed.
Filed a claim for my pet 9-18-18. Coverage was declined 24 days later for no having all vet information. 10-12 information provided . They declined coverage due to a grey area on when the illness took place. It was clearly in the coverage period. They trying to not pay this claim when it is clearly covered. Medical records from 6-10 show a healthy dog no mention of hip dyplasia. You owe me $1500.
The policy purchased contains a 14-day waiting period and an exclusion against any conditions that are present prior to the end of the waiting period. This policy was purchased on 8/22/2018 and the waiting period ended on 9/5/2018. On 9/18/2018 the insured pet was presented to the veterinarian dragging a hind leg. Medical records obtained from *** indicate that the symptoms, "difficulty getting up" had been ongoing for one month. Based on these medical records, the condition was present prior to the purchase of the policy and as such is not covered under the purchased coverage.
I am really disappointed in your service. I have a small business that we subscribe to Revdex.com as well, and as a consumer with a valid complaint I'm not happy. Pets Bets insurance needs to be reprimanded for their poor customer service. As a Revdex.com member I have to uphold certain criteria to customers, especially with a complaint. Do they not have the same standard of requirement's? Because they treated me and my injured pet very unfairly. I purchased insurance with a completely healthy dog. He developed a hip deformity as he aged and went through growth spurts. The problem was not identified by previous wellness visit on 6-10 which shows no hip dysplasia was noted by VIP Pet Care (paperwork provided to Pets Bests) That was even before insurance, so he WAS a healthy dog. The diagnoses was performed by a licensed vet after the coverage period began and grace period of 14 days was over. The insurance company sat on my claim for 24 days before declining coverage because 1 out f 3 vet reports had a note saying he was having trouble getting up for 30 days. I never said that to the vet, or the insurance company. They declined coverage for a statement I never made. I had to Appeal the claim and send a "state of correction" from my vet on the report to show "he was NOT having trouble getting up for the past 30 days". That was Resubmitted 3 days ago, and was advised that appeal process takes 30 days. Meantime my dog needs a $4600 hip replacement surgery that we cant afford, the insurance should cover the $1500 in diagnosis's costs too that I claimed. Unfortunately I had to cancel the insurance policy after they declined coverage because I cant pay a company for no reason when my puppy needs medical expenses still. SO now I have no insurance, a preexisting condition on his medical record which prevents him from obtaining future insurance and he's still in need of surgery. The insurance company has put me and my pet in a terrible situation when we did the right thing and bought insurance. We are devastated by their actions and disregard for our pets health. They never once reached out prior to the 24 days of having been notified until I called in asking why its taking so long. I also had to obtain my own medical records for them which their website still shows "waiting for vet info" on that particular claim. So what are they going to do about this? pay my valid claim?
Complaint: ***
I am rejecting this response because: the reason for declination is not valid. You are required to provide coverage under the contract for this illness. Case is has been reopened.
Sincerely
There is nothing further I can add to this discussion. The policyholder has an appeal process outlined in the policy that he is free to avail himself of if he would like further review or has additional documentation to supply that supports his assertions.
Filed a claim for my pet 9-18-18. Coverage was declined 24 days later for no having all vet information. 10-12 information provided . They declined coverage due to a grey area on when the illness took place. It was clearly in the coverage period. They trying to not pay this claim when it is clearly covered. Medical records from 6-10 show a healthy dog no mention of hip dyplasia. You owe me $1500.
The policy purchased contains a 14-day waiting period and an exclusion against any conditions that are present prior to the end of the waiting period. This policy was purchased on 8/22/2018 and the waiting period ended on 9/5/2018. On 9/18/2018 the insured pet was presented to the veterinarian dragging a hind leg. Medical records obtained from *** indicate that the symptoms, "difficulty getting up" had been ongoing for one month. Based on these medical records, the condition was present prior to the purchase of the policy and as such is not covered under the purchased coverage.
I am really disappointed in your service. I have a small business that we subscribe to Revdex.com as well, and as a consumer with a valid complaint I'm not happy. Pets Bets insurance needs to be reprimanded for their poor customer service. As a Revdex.com member I have to uphold certain criteria to customers, especially with a complaint. Do they not have the same standard of requirement's? Because they treated me and my injured pet very unfairly. I purchased insurance with a completely healthy dog. He developed a hip deformity as he aged and went through growth spurts. The problem was not identified by previous wellness visit on 6-10 which shows no hip dysplasia was noted by VIP Pet Care (paperwork provided to Pets Bests) That was even before insurance, so he WAS a healthy dog. The diagnoses was performed by a licensed vet after the coverage period began and grace period of 14 days was over. The insurance company sat on my claim for 24 days before declining coverage because 1 out f 3 vet reports had a note saying he was having trouble getting up for 30 days. I never said that to the vet, or the insurance company. They declined coverage for a statement I never made. I had to Appeal the claim and send a "state of correction" from my vet on the report to show "he was NOT having trouble getting up for the past 30 days". That was Resubmitted 3 days ago, and was advised that appeal process takes 30 days. Meantime my dog needs a $4600 hip replacement surgery that we cant afford, the insurance should cover the $1500 in diagnosis's costs too that I claimed. Unfortunately I had to cancel the insurance policy after they declined coverage because I cant pay a company for no reason when my puppy needs medical expenses still. SO now I have no insurance, a preexisting condition on his medical record which prevents him from obtaining future insurance and he's still in need of surgery. The insurance company has put me and my pet in a terrible situation when we did the right thing and bought insurance. We are devastated by their actions and disregard for our pets health. They never once reached out prior to the 24 days of having been notified until I called in asking why its taking so long. I also had to obtain my own medical records for them which their website still shows "waiting for vet info" on that particular claim. So what are they going to do about this? pay my valid claim?
Complaint: ***
I am rejecting this response because: the reason for declination is not valid. You are required to provide coverage under the contract for this illness. Case is has been reopened.
Sincerely
There is nothing further I can add to this discussion. The policyholder has an appeal process outlined in the policy that he is free to avail himself of if he would like further review or has additional documentation to supply that supports his assertions.
Filed a claim for my pet 9-18-18. Coverage was declined 24 days later for no having all vet information. 10-12 information provided . They declined coverage due to a grey area on when the illness took place. It was clearly in the coverage period. They trying to not pay this claim when it is clearly covered. Medical records from 6-10 show a healthy dog no mention of hip dyplasia. You owe me $1500.
The policy purchased contains a 14-day waiting period and an exclusion against any conditions that are present prior to the end of the waiting period. This policy was purchased on 8/22/2018 and the waiting period ended on 9/5/2018. On 9/18/2018 the insured pet was presented to the veterinarian dragging a hind leg. Medical records obtained from *** indicate that the symptoms, "difficulty getting up" had been ongoing for one month. Based on these medical records, the condition was present prior to the purchase of the policy and as such is not covered under the purchased coverage.
I am really disappointed in your service. I have a small business that we subscribe to Revdex.com as well, and as a consumer with a valid complaint I'm not happy. Pets Bets insurance needs to be reprimanded for their poor customer service. As a Revdex.com member I have to uphold certain criteria to customers, especially with a complaint. Do they not have the same standard of requirement's? Because they treated me and my injured pet very unfairly. I purchased insurance with a completely healthy dog. He developed a hip deformity as he aged and went through growth spurts. The problem was not identified by previous wellness visit on 6-10 which shows no hip dysplasia was noted by VIP Pet Care (paperwork provided to Pets Bests) That was even before insurance, so he WAS a healthy dog. The diagnoses was performed by a licensed vet after the coverage period began and grace period of 14 days was over. The insurance company sat on my claim for 24 days before declining coverage because 1 out f 3 vet reports had a note saying he was having trouble getting up for 30 days. I never said that to the vet, or the insurance company. They declined coverage for a statement I never made. I had to Appeal the claim and send a "state of correction" from my vet on the report to show "he was NOT having trouble getting up for the past 30 days". That was Resubmitted 3 days ago, and was advised that appeal process takes 30 days. Meantime my dog needs a $4600 hip replacement surgery that we cant afford, the insurance should cover the $1500 in diagnosis's costs too that I claimed. Unfortunately I had to cancel the insurance policy after they declined coverage because I cant pay a company for no reason when my puppy needs medical expenses still. SO now I have no insurance, a preexisting condition on his medical record which prevents him from obtaining future insurance and he's still in need of surgery. The insurance company has put me and my pet in a terrible situation when we did the right thing and bought insurance. We are devastated by their actions and disregard for our pets health. They never once reached out prior to the 24 days of having been notified until I called in asking why its taking so long. I also had to obtain my own medical records for them which their website still shows "waiting for vet info" on that particular claim. So what are they going to do about this? pay my valid claim?
Complaint: ***
I am rejecting this response because: the reason for declination is not valid. You are required to provide coverage under the contract for this illness. Case is has been reopened.
Sincerely
There is nothing further I can add to this discussion. The policyholder has an appeal process outlined in the policy that he is free to avail himself of if he would like further review or has additional documentation to supply that supports his assertions.
Filed a claim for my pet 9-18-18. Coverage was declined 24 days later for no having all vet information. 10-12 information provided . They declined coverage due to a grey area on when the illness took place. It was clearly in the coverage period. They trying to not pay this claim when it is clearly covered. Medical records from 6-10 show a healthy dog no mention of hip dyplasia. You owe me $1500.
The policy purchased contains a 14-day waiting period and an exclusion against any conditions that are present prior to the end of the waiting period. This policy was purchased on 8/22/2018 and the waiting period ended on 9/5/2018. On 9/18/2018 the insured pet was presented to the veterinarian dragging a hind leg. Medical records obtained from *** indicate that the symptoms, "difficulty getting up" had been ongoing for one month. Based on these medical records, the condition was present prior to the purchase of the policy and as such is not covered under the purchased coverage.
I am really disappointed in your service. I have a small business that we subscribe to Revdex.com as well, and as a consumer with a valid complaint I'm not happy. Pets Bets insurance needs to be reprimanded for their poor customer service. As a Revdex.com member I have to uphold certain criteria to customers, especially with a complaint. Do they not have the same standard of requirement's? Because they treated me and my injured pet very unfairly. I purchased insurance with a completely healthy dog. He developed a hip deformity as he aged and went through growth spurts. The problem was not identified by previous wellness visit on 6-10 which shows no hip dysplasia was noted by VIP Pet Care (paperwork provided to Pets Bests) That was even before insurance, so he WAS a healthy dog. The diagnoses was performed by a licensed vet after the coverage period began and grace period of 14 days was over. The insurance company sat on my claim for 24 days before declining coverage because 1 out f 3 vet reports had a note saying he was having trouble getting up for 30 days. I never said that to the vet, or the insurance company. They declined coverage for a statement I never made. I had to Appeal the claim and send a "state of correction" from my vet on the report to show "he was NOT having trouble getting up for the past 30 days". That was Resubmitted 3 days ago, and was advised that appeal process takes 30 days. Meantime my dog needs a $4600 hip replacement surgery that we cant afford, the insurance should cover the $1500 in diagnosis's costs too that I claimed. Unfortunately I had to cancel the insurance policy after they declined coverage because I cant pay a company for no reason when my puppy needs medical expenses still. SO now I have no insurance, a preexisting condition on his medical record which prevents him from obtaining future insurance and he's still in need of surgery. The insurance company has put me and my pet in a terrible situation when we did the right thing and bought insurance. We are devastated by their actions and disregard for our pets health. They never once reached out prior to the 24 days of having been notified until I called in asking why its taking so long. I also had to obtain my own medical records for them which their website still shows "waiting for vet info" on that particular claim. So what are they going to do about this? pay my valid claim?
Complaint: ***
I am rejecting this response because: the reason for declination is not valid. You are required to provide coverage under the contract for this illness. Case is has been reopened.
Sincerely
There is nothing further I can add to this discussion. The policyholder has an appeal process outlined in the policy that he is free to avail himself of if he would like further review or has additional documentation to supply that supports his assertions.
I bought pets best insurance for my dog and when when I initially bought I rang to discuss coverage options. What was explained to me is that the coverage I was buying would cover my pet for the highest coverage that I could purchase. I have now been told that this is not true and i'm only covered for half of what could be covered. I even chatted with the company before my dog went in for surgery recently and was told he was covered, which he was not. This company is deceitful and will not pay out for anything other than initial routine care. I have now had two separate incidents where i've originally been told I'm covered to submitting and saying that i'm not as they determine it categorized differently. One of these was when my dog was a puppy and had a sudden onset bout of *** diarrhea. Most people know that this is never good for a dog that isn't even 1year, yet this wasn't deemed an accident or emergency.
The policy purchased was for our Accident Only coverage. This is a budget policy that only covers a specific list of accidental injuries, and as such is the cheapest coverage that we offer. Unfortunately, the condition being claimed is not an accidental injury and has been denied accordingly.
This is not what was described to me when I was signing up. Please read the complaint and respond to that instead of regurgitating a canned response.
Complaint: ***
I am rejecting this response because:
Sincerely
A full description of the purchased plan was sent along with the actual insurance contract. Policyholders are encouraged to read the policy form and given 30 days to receive a 100% refund if they are unhappy with the coverage that they purchased.
Complaint: ***
I am rejecting this response because:
yes you gave me the coverage but it is not explicit in every single item covered and it matches to what I was told was full coverage. Giving me a brochure that matches the phone conversation I had doesn’t recitify the fact that I was advised I was fully and comprehensively covered with that Plan outlined and I wasn’t.
Sincerely
I bought pets best insurance for my dog and when when I initially bought I rang to discuss coverage options. What was explained to me is that the coverage I was buying would cover my pet for the highest coverage that I could purchase. I have now been told that this is not true and i'm only covered for half of what could be covered. I even chatted with the company before my dog went in for surgery recently and was told he was covered, which he was not. This company is deceitful and will not pay out for anything other than initial routine care. I have now had two separate incidents where i've originally been told I'm covered to submitting and saying that i'm not as they determine it categorized differently. One of these was when my dog was a puppy and had a sudden onset bout of *** diarrhea. Most people know that this is never good for a dog that isn't even 1year, yet this wasn't deemed an accident or emergency.
The policy purchased was for our Accident Only coverage. This is a budget policy that only covers a specific list of accidental injuries, and as such is the cheapest coverage that we offer. Unfortunately, the condition being claimed is not an accidental injury and has been denied accordingly.
This is not what was described to me when I was signing up. Please read the complaint and respond to that instead of regurgitating a canned response.
Complaint: ***
I am rejecting this response because:
Sincerely
A full description of the purchased plan was sent along with the actual insurance contract. Policyholders are encouraged to read the policy form and given 30 days to receive a 100% refund if they are unhappy with the coverage that they purchased.
Complaint: ***
I am rejecting this response because:
yes you gave me the coverage but it is not explicit in every single item covered and it matches to what I was told was full coverage. Giving me a brochure that matches the phone conversation I had doesn’t recitify the fact that I was advised I was fully and comprehensively covered with that Plan outlined and I wasn’t.
Sincerely
I bought pets best insurance for my dog and when when I initially bought I rang to discuss coverage options. What was explained to me is that the coverage I was buying would cover my pet for the highest coverage that I could purchase. I have now been told that this is not true and i'm only covered for half of what could be covered. I even chatted with the company before my dog went in for surgery recently and was told he was covered, which he was not. This company is deceitful and will not pay out for anything other than initial routine care. I have now had two separate incidents where i've originally been told I'm covered to submitting and saying that i'm not as they determine it categorized differently. One of these was when my dog was a puppy and had a sudden onset bout of *** diarrhea. Most people know that this is never good for a dog that isn't even 1year, yet this wasn't deemed an accident or emergency.
The policy purchased was for our Accident Only coverage. This is a budget policy that only covers a specific list of accidental injuries, and as such is the cheapest coverage that we offer. Unfortunately, the condition being claimed is not an accidental injury and has been denied accordingly.
This is not what was described to me when I was signing up. Please read the complaint and respond to that instead of regurgitating a canned response.
Complaint: ***
I am rejecting this response because:
Sincerely
A full description of the purchased plan was sent along with the actual insurance contract. Policyholders are encouraged to read the policy form and given 30 days to receive a 100% refund if they are unhappy with the coverage that they purchased.
Complaint: ***
I am rejecting this response because:
yes you gave me the coverage but it is not explicit in every single item covered and it matches to what I was told was full coverage. Giving me a brochure that matches the phone conversation I had doesn’t recitify the fact that I was advised I was fully and comprehensively covered with that Plan outlined and I wasn’t.
Sincerely