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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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 submitted 2 claims for my pet, who was hospitalized twice. The diagnosis was pneumonia, not a preexisting condition or something which would preclude being paid. After a lengthy delay, they denied the claims stating that they need more information. I have called them, more than once, asking what they need and offering to help them obtain this information. I was told that they had all that they needed. I feel this is all a ploy to deny my rightful claims.
Your most recent two claims have been denied because you purchased an insurance policy with a $5,000 annual limit, which has already been met for the year. The condition was not deemed pre-existing, it was denied because you have exhausted your benefit for the year. You now have an additional $5,000 in available benefit (subject to your annual deductible) as your policy renewed on 10/10/2018.
I submitted 2 claims for my pet, who was hospitalized twice. The diagnosis was pneumonia, not a preexisting condition or something which would preclude being paid. After a lengthy delay, they denied the claims stating that they need more information. I have called them, more than once, asking what they need and offering to help them obtain this information. I was told that they had all that they needed. I feel this is all a ploy to deny my rightful claims.
Your most recent two claims have been denied because you purchased an insurance policy with a $5,000 annual limit, which has already been met for the year. The condition was not deemed pre-existing, it was denied because you have exhausted your benefit for the year. You now have an additional $5,000 in available benefit (subject to your annual deductible) as your policy renewed on 10/10/2018.
I submitted 2 claims for my pet, who was hospitalized twice. The diagnosis was pneumonia, not a preexisting condition or something which would preclude being paid. After a lengthy delay, they denied the claims stating that they need more information. I have called them, more than once, asking what they need and offering to help them obtain this information. I was told that they had all that they needed. I feel this is all a ploy to deny my rightful claims.
Your most recent two claims have been denied because you purchased an insurance policy with a $5,000 annual limit, which has already been met for the year. The condition was not deemed pre-existing, it was denied because you have exhausted your benefit for the year. You now have an additional $5,000 in available benefit (subject to your annual deductible) as your policy renewed on 10/10/2018.
I submitted 2 claims for my pet, who was hospitalized twice. The diagnosis was pneumonia, not a preexisting condition or something which would preclude being paid. After a lengthy delay, they denied the claims stating that they need more information. I have called them, more than once, asking what they need and offering to help them obtain this information. I was told that they had all that they needed. I feel this is all a ploy to deny my rightful claims.
Your most recent two claims have been denied because you purchased an insurance policy with a $5,000 annual limit, which has already been met for the year. The condition was not deemed pre-existing, it was denied because you have exhausted your benefit for the year. You now have an additional $5,000 in available benefit (subject to your annual deductible) as your policy renewed on 10/10/2018.
Is there a way to leave zero stars? These people are crooks. Not only am I disgusted, but so is my vet's office. Prior to purchasing a plan with Pets Best, my cat had a fourteen-day waiting period. Okay great. Two weeks after the waiting period and I take my kitty to the vet. The doc and I notice this tiny lump on her stomach. It was so small you would literally miss it. I said I want to get it removed. Great, and I have health insurance, so perfect timing right? Wrong! I should have kept my kitty on ***. My kitty had a surgery to remove the tiny lump, then I filed a claim. The claim came back saying that they did not receive the vet's information. Here is when my vet office started getting very annoyed. Not only did they send her documents multiple times, but they said if they needed anything to call them. And this was a clear lie because I called and spoke with three different people who said they did receive the vet information. Then they say the processed it and declined it THE FIRST TIME because they did not have the vets information, even though I spoke with multiple people who said they did. Then a woman says that she is going to send it over again so they can reprocess it because clearly, it is wrong. I get back again and they say they declined it because my cat's cancer was preexisting!!! My cat was not diagnosed with cancer before this. They said it was because in the vet's office I said I noticed the lump like a week prior. First of all, how am I supposed to know the exact date? My vet asked and that is what I answered at the longest. I had just noticed it. I just can't believe this. Clearly, this insurance company was grabbing at straws looking for a reason not to pay me. AVOID AVOID AVOID! Healthy Paws is so much better! I should have stuck with them but I wanted a better premium. The saddest part of this is that they do the same BS to people who have paid for their services for years. It is disgusting. I will be telling everyone and anyone about my experience. My vet office is disgusted. I work with dogs, so I will not refer people to Pets Best. Anyone who asks will know my experience with this company. This was absolutley disgusting.
Hi ***, we understand your frustration. In order to accurate process claims, we request medical records directly from your veterinarian. The medical records determined that the claimed condition was present July 9th 2018, which is prior to the purchase of the policy July 12th, 2018, deeming it pre-existing and not covered by any insurance company. We would like to take your feedback to ensure we are being very clear with our members that conditions for which signs and symptoms are present, prior to coverage, will not be covered. We see you have filed your first level appeal and its currently processing. Please contact us with further questions. Thanks.
Is there a way to leave zero stars? These people are crooks. Not only am I disgusted, but so is my vet's office. Prior to purchasing a plan with Pets Best, my cat had a fourteen-day waiting period. Okay great. Two weeks after the waiting period and I take my kitty to the vet. The doc and I notice this tiny lump on her stomach. It was so small you would literally miss it. I said I want to get it removed. Great, and I have health insurance, so perfect timing right? Wrong! I should have kept my kitty on ***. My kitty had a surgery to remove the tiny lump, then I filed a claim. The claim came back saying that they did not receive the vet's information. Here is when my vet office started getting very annoyed. Not only did they send her documents multiple times, but they said if they needed anything to call them. And this was a clear lie because I called and spoke with three different people who said they did receive the vet information. Then they say the processed it and declined it THE FIRST TIME because they did not have the vets information, even though I spoke with multiple people who said they did. Then a woman says that she is going to send it over again so they can reprocess it because clearly, it is wrong. I get back again and they say they declined it because my cat's cancer was preexisting!!! My cat was not diagnosed with cancer before this. They said it was because in the vet's office I said I noticed the lump like a week prior. First of all, how am I supposed to know the exact date? My vet asked and that is what I answered at the longest. I had just noticed it. I just can't believe this. Clearly, this insurance company was grabbing at straws looking for a reason not to pay me. AVOID AVOID AVOID! Healthy Paws is so much better! I should have stuck with them but I wanted a better premium. The saddest part of this is that they do the same BS to people who have paid for their services for years. It is disgusting. I will be telling everyone and anyone about my experience. My vet office is disgusted. I work with dogs, so I will not refer people to Pets Best. Anyone who asks will know my experience with this company. This was absolutley disgusting.
Hi ***, we understand your frustration. In order to accurate process claims, we request medical records directly from your veterinarian. The medical records determined that the claimed condition was present July 9th 2018, which is prior to the purchase of the policy July 12th, 2018, deeming it pre-existing and not covered by any insurance company. We would like to take your feedback to ensure we are being very clear with our members that conditions for which signs and symptoms are present, prior to coverage, will not be covered. We see you have filed your first level appeal and its currently processing. Please contact us with further questions. Thanks.
Is there a way to leave zero stars? These people are crooks. Not only am I disgusted, but so is my vet's office. Prior to purchasing a plan with Pets Best, my cat had a fourteen-day waiting period. Okay great. Two weeks after the waiting period and I take my kitty to the vet. The doc and I notice this tiny lump on her stomach. It was so small you would literally miss it. I said I want to get it removed. Great, and I have health insurance, so perfect timing right? Wrong! I should have kept my kitty on ***. My kitty had a surgery to remove the tiny lump, then I filed a claim. The claim came back saying that they did not receive the vet's information. Here is when my vet office started getting very annoyed. Not only did they send her documents multiple times, but they said if they needed anything to call them. And this was a clear lie because I called and spoke with three different people who said they did receive the vet information. Then they say the processed it and declined it THE FIRST TIME because they did not have the vets information, even though I spoke with multiple people who said they did. Then a woman says that she is going to send it over again so they can reprocess it because clearly, it is wrong. I get back again and they say they declined it because my cat's cancer was preexisting!!! My cat was not diagnosed with cancer before this. They said it was because in the vet's office I said I noticed the lump like a week prior. First of all, how am I supposed to know the exact date? My vet asked and that is what I answered at the longest. I had just noticed it. I just can't believe this. Clearly, this insurance company was grabbing at straws looking for a reason not to pay me. AVOID AVOID AVOID! Healthy Paws is so much better! I should have stuck with them but I wanted a better premium. The saddest part of this is that they do the same BS to people who have paid for their services for years. It is disgusting. I will be telling everyone and anyone about my experience. My vet office is disgusted. I work with dogs, so I will not refer people to Pets Best. Anyone who asks will know my experience with this company. This was absolutley disgusting.
Hi ***, we understand your frustration. In order to accurate process claims, we request medical records directly from your veterinarian. The medical records determined that the claimed condition was present July 9th 2018, which is prior to the purchase of the policy July 12th, 2018, deeming it pre-existing and not covered by any insurance company. We would like to take your feedback to ensure we are being very clear with our members that conditions for which signs and symptoms are present, prior to coverage, will not be covered. We see you have filed your first level appeal and its currently processing. Please contact us with further questions. Thanks.
Is there a way to leave zero stars? These people are crooks. Not only am I disgusted, but so is my vet's office. Prior to purchasing a plan with Pets Best, my cat had a fourteen-day waiting period. Okay great. Two weeks after the waiting period and I take my kitty to the vet. The doc and I notice this tiny lump on her stomach. It was so small you would literally miss it. I said I want to get it removed. Great, and I have health insurance, so perfect timing right? Wrong! I should have kept my kitty on ***. My kitty had a surgery to remove the tiny lump, then I filed a claim. The claim came back saying that they did not receive the vet's information. Here is when my vet office started getting very annoyed. Not only did they send her documents multiple times, but they said if they needed anything to call them. And this was a clear lie because I called and spoke with three different people who said they did receive the vet information. Then they say the processed it and declined it THE FIRST TIME because they did not have the vets information, even though I spoke with multiple people who said they did. Then a woman says that she is going to send it over again so they can reprocess it because clearly, it is wrong. I get back again and they say they declined it because my cat's cancer was preexisting!!! My cat was not diagnosed with cancer before this. They said it was because in the vet's office I said I noticed the lump like a week prior. First of all, how am I supposed to know the exact date? My vet asked and that is what I answered at the longest. I had just noticed it. I just can't believe this. Clearly, this insurance company was grabbing at straws looking for a reason not to pay me. AVOID AVOID AVOID! Healthy Paws is so much better! I should have stuck with them but I wanted a better premium. The saddest part of this is that they do the same BS to people who have paid for their services for years. It is disgusting. I will be telling everyone and anyone about my experience. My vet office is disgusted. I work with dogs, so I will not refer people to Pets Best. Anyone who asks will know my experience with this company. This was absolutley disgusting.
Hi ***, we understand your frustration. In order to accurate process claims, we request medical records directly from your veterinarian. The medical records determined that the claimed condition was present July 9th 2018, which is prior to the purchase of the policy July 12th, 2018, deeming it pre-existing and not covered by any insurance company. We would like to take your feedback to ensure we are being very clear with our members that conditions for which signs and symptoms are present, prior to coverage, will not be covered. We see you have filed your first level appeal and its currently processing. Please contact us with further questions. Thanks.
Pets Best cancelled my dog's insurance claiming I requested it. Their representative offered to provide recorded phone calls stating my request. They only provided two recordings (not even my voice) and not the recordings that they claim asked for cancellation of my two dogs' policies effective August 30th. When I received an email from Pets Best asking why I cancelled, I responded that I dd not make this request. On August 31st, their representative offered to research the situation and provide me with ALL recordings especially the one that stated a request to cancel effective August 30th. Since it is unlikely that I would request the end of a contract on the day before the end of the month, I am confident that the recording did NOT say cancel effective on the 30th when there are 31 days in August. Pets Best only provided recordings of someone else calling on my policy (not me) and those recordings requested an earlier cancelation date. So if those calls were what they based cancelation on, then why did they cancel on the 30th? Since they did not cancel based on the date in those calls, it is obvious that there are other calls with undisclosed details.I have requested the remaining calls which they now refuse to provide. I have paid for my dogs for over 5 years with little to no benefit so that they would have coverage as the got older since that is when the big things would likely be needed medically. So far, I am fortunate that my dogs are healthy. But I believe that Pets Best has canceled my dogs due to their getting older and now being more likely to incur expenses that they would be obligated to cover. I do not understand how they cancel MY POLICY on MY DOGS based on someone else calling in a verbal request. And if they do have that right, it should be based on the date requested and not one of their choosing when they realized that my dog is now about 12 years old. Their actions are discriminatory and in breach of my contract with them.
This policy holder originally called in on 08/06/18 requesting to cancel. The policy was cancelled effective 08/07/18 per her verbal request. She called later that day and requested the policy be cancelled effective 08/21/18. The policy was reinstated and the cancellation was set up for 08/21/18. She called back in the day prior to cancellation, on 08/20/18, and requested the cancellation occur on 08/30/18. The policy was reinstated again, and the cancellation was set up for 08/30/18 per request. On 08/30/18 the policy cancelled. Email confirmations were sent each time confirming both pets and the cancellation dates.
The three calls have been attached, as well as the final cancellation confirmation sent to the email address listed on the policy application. The Revdex.com system restricts upload to four files, two earlier cancellation confirmation emails are available upon request.
***DOCUMENTS HAVE BEEN REDACTED BY THE Revdex.com
Complaint: ***
Cc: *** <***@gmail.com> Subject: Complaint vs Pet's Best #***
I am rejecting this response because:
From: *** <***@gmail.com> Sent: Wednesday, October 24, 2018 11:46 AM To: Complaints
To whom it may concern:
I am writing regarding a complaint that I filed and that was closed because I didn’t respond in time.
I apologize, but I did not see any of the communications until just now while cleaning out my email folders.
Your request for my response went to junk mail and I was unaware of it in a timely manner.
I would like an opportunity to reopen the case to rebut the claims by Pet’s Best.
First, I personally never did call them until after my dog’s’ policy was cancelled. It was someone else’s voice, not mine on the recordings. And my policy should require a written request for formal cancellation. But if that is going to be done verbally, it should be based on conversation me and not my assistant who merely called for information and to set the ball in motion..
Second, the person that they spoke to was calling to inquire about how to cancel since I was attempting to move my dogs to better coverage that I learned about from a friend.
Third, the reason for the repeated calls to extend that cancellation date was because the new insurance took longer than anticipated to get into place due to delays getting records from the vet.
Fourth, the date of anticipated cancelation did change repeatedly. But at best, cancellation would have been or should have been for the end of the month, meaning the 31st and NOT the 30th.
Fifth, when I received an email asking WHY I had cancelled the insurance on the 30th, I replied immediately that I DID NOT DO SO. (I can forward that email correspondence if you wish.) I then waited to hear back.
Sixth, when I didn’t hear back, my assistant called in on the 31st (BEFORE THE END OF THE MONTH SO IT SHOULD HAVE BEEN IN TIME TO REVERSE THEIR MISTAKE) to find out why the policy was cancelled without my permission and on a day earlier than ever discussed as being when I was planning to cancel if the new insurance were approved by then.
Seventh, the person my assistant spoke to offered to review the recordings of her previous conversations and to send them to us. They said that the only way to reverse the cancellation was if the recordings proved that the 30th was the date discussed. We know it was never intended to be the 30th as it makes no sense to say that the 30th is the end of the month when the month has 31 days. It should never have been cancelled until the 31st, and then, only if I had not called in to further extend that anticipated cancelation date. Despite our request for the recordings in question that were offered to us (from the call on the 31st and the one preceding that date), neither of those recordings was supplied. Instead, two earlier recordings were sent along with a refusal to provide anything further (another email that I can provide to you). Clearly, the reason for their refusal was because those recordings would prove that they were wrong.
Eighth, when only one dog was approved for the new better insurance, my assistant informed Pet’s Best that I would only be canceling for one of the dogs.
Ninth, it makes no sense, as Pet’s Best claimed to my assistant, that since I have two dogs on the same policy, the policy applies to both and cannot be cancelled for just one of them. I realize that there is a small discount for having two dogs, but they could easily have tacked on whatever savings there was to the individual premium for the dog that I wanted to keep on their insurance plan. NO WHERE IN THEIR CONTRACTUAL AGREEMENT DOES IT SAY THAT IF ONE IS GIVEN A DISCOUNT FOR MULTIPLE PETS THEN THEY CANNOT CANCEL FOR ONE PET WITHOUT CANCELLING FOR BOTH OR ALL PETS. What their ridiculous claim would mean is that if one of my pets were deceased, I’d still be required to pay for both pets’ coverage. What sort of business practice is that if not a scam? It is clear that the only reason they work this way is because they know that the older a pet gets, the more likely there to be a claim that they will need to pay on. Their refusal to fix their mistake shows what sort of business practice they operate and is the reason for my claim to the Revdex.com.
Tenth, when I originally enrolled my dogs in Pet’s Best for vet insurance, I anticipated some benefit would be received. But after 4+ years with minimal if any reimbursement, I sought better coverage elsewhere. I realize that I was, in effect, pre-paying for a possible huge vet bill in the future as my dogs aged and could need more medical attention. I did so consciously to avoid a huge bill at once in the future. My dogs are still quite healthy, besides ear infection and minor skin allergies, neither has had any other medical issues. There is no justifiable reason for my dogs to be denied continued coverage for which I had paid timely for close to or over 4 years and for which there was no lapse (Even if canceled on the 30th, when my assistant attempted to get their wrong corrected on the 31st, there hadn’t been but hours between dates and no change in the dogs’ health to warrant any price increase to reinstate the policy). This is SHADY BUSINESS ETHICS AND, QUITE FRANKLY, ROBBERY OF THE ESTIMATED $5000 I HAD ALREADY PAID IN FOR FUTURE BENEFITS when the need should arise.
I sincerely hope that you will re-open this claim and consider THE FACTS. A business with these ethics needs to be graded accordingly to protect consumers from being scammed as I was.
Much appreciation in advance.
***
Sincerely
As previously stated, the policy in question was cancelled per the instructions given to us by an individual claiming to be the policyholder who answered all the security questions and never purported to be anyone but the policyholder. These phone calls were recorded and have already been uploaded.
Pets Best cancelled my dog's insurance claiming I requested it. Their representative offered to provide recorded phone calls stating my request. They only provided two recordings (not even my voice) and not the recordings that they claim asked for cancellation of my two dogs' policies effective August 30th. When I received an email from Pets Best asking why I cancelled, I responded that I dd not make this request. On August 31st, their representative offered to research the situation and provide me with ALL recordings especially the one that stated a request to cancel effective August 30th. Since it is unlikely that I would request the end of a contract on the day before the end of the month, I am confident that the recording did NOT say cancel effective on the 30th when there are 31 days in August. Pets Best only provided recordings of someone else calling on my policy (not me) and those recordings requested an earlier cancelation date. So if those calls were what they based cancelation on, then why did they cancel on the 30th? Since they did not cancel based on the date in those calls, it is obvious that there are other calls with undisclosed details.I have requested the remaining calls which they now refuse to provide. I have paid for my dogs for over 5 years with little to no benefit so that they would have coverage as the got older since that is when the big things would likely be needed medically. So far, I am fortunate that my dogs are healthy. But I believe that Pets Best has canceled my dogs due to their getting older and now being more likely to incur expenses that they would be obligated to cover. I do not understand how they cancel MY POLICY on MY DOGS based on someone else calling in a verbal request. And if they do have that right, it should be based on the date requested and not one of their choosing when they realized that my dog is now about 12 years old. Their actions are discriminatory and in breach of my contract with them.
This policy holder originally called in on 08/06/18 requesting to cancel. The policy was cancelled effective 08/07/18 per her verbal request. She called later that day and requested the policy be cancelled effective 08/21/18. The policy was reinstated and the cancellation was set up for 08/21/18. She called back in the day prior to cancellation, on 08/20/18, and requested the cancellation occur on 08/30/18. The policy was reinstated again, and the cancellation was set up for 08/30/18 per request. On 08/30/18 the policy cancelled. Email confirmations were sent each time confirming both pets and the cancellation dates.
The three calls have been attached, as well as the final cancellation confirmation sent to the email address listed on the policy application. The Revdex.com system restricts upload to four files, two earlier cancellation confirmation emails are available upon request.
***DOCUMENTS HAVE BEEN REDACTED BY THE Revdex.com
Complaint: ***
Cc: *** <***@gmail.com> Subject: Complaint vs Pet's Best #***
I am rejecting this response because:
From: *** <***@gmail.com> Sent: Wednesday, October 24, 2018 11:46 AM To: Complaints
To whom it may concern:
I am writing regarding a complaint that I filed and that was closed because I didn’t respond in time.
I apologize, but I did not see any of the communications until just now while cleaning out my email folders.
Your request for my response went to junk mail and I was unaware of it in a timely manner.
I would like an opportunity to reopen the case to rebut the claims by Pet’s Best.
First, I personally never did call them until after my dog’s’ policy was cancelled. It was someone else’s voice, not mine on the recordings. And my policy should require a written request for formal cancellation. But if that is going to be done verbally, it should be based on conversation me and not my assistant who merely called for information and to set the ball in motion..
Second, the person that they spoke to was calling to inquire about how to cancel since I was attempting to move my dogs to better coverage that I learned about from a friend.
Third, the reason for the repeated calls to extend that cancellation date was because the new insurance took longer than anticipated to get into place due to delays getting records from the vet.
Fourth, the date of anticipated cancelation did change repeatedly. But at best, cancellation would have been or should have been for the end of the month, meaning the 31st and NOT the 30th.
Fifth, when I received an email asking WHY I had cancelled the insurance on the 30th, I replied immediately that I DID NOT DO SO. (I can forward that email correspondence if you wish.) I then waited to hear back.
Sixth, when I didn’t hear back, my assistant called in on the 31st (BEFORE THE END OF THE MONTH SO IT SHOULD HAVE BEEN IN TIME TO REVERSE THEIR MISTAKE) to find out why the policy was cancelled without my permission and on a day earlier than ever discussed as being when I was planning to cancel if the new insurance were approved by then.
Seventh, the person my assistant spoke to offered to review the recordings of her previous conversations and to send them to us. They said that the only way to reverse the cancellation was if the recordings proved that the 30th was the date discussed. We know it was never intended to be the 30th as it makes no sense to say that the 30th is the end of the month when the month has 31 days. It should never have been cancelled until the 31st, and then, only if I had not called in to further extend that anticipated cancelation date. Despite our request for the recordings in question that were offered to us (from the call on the 31st and the one preceding that date), neither of those recordings was supplied. Instead, two earlier recordings were sent along with a refusal to provide anything further (another email that I can provide to you). Clearly, the reason for their refusal was because those recordings would prove that they were wrong.
Eighth, when only one dog was approved for the new better insurance, my assistant informed Pet’s Best that I would only be canceling for one of the dogs.
Ninth, it makes no sense, as Pet’s Best claimed to my assistant, that since I have two dogs on the same policy, the policy applies to both and cannot be cancelled for just one of them. I realize that there is a small discount for having two dogs, but they could easily have tacked on whatever savings there was to the individual premium for the dog that I wanted to keep on their insurance plan. NO WHERE IN THEIR CONTRACTUAL AGREEMENT DOES IT SAY THAT IF ONE IS GIVEN A DISCOUNT FOR MULTIPLE PETS THEN THEY CANNOT CANCEL FOR ONE PET WITHOUT CANCELLING FOR BOTH OR ALL PETS. What their ridiculous claim would mean is that if one of my pets were deceased, I’d still be required to pay for both pets’ coverage. What sort of business practice is that if not a scam? It is clear that the only reason they work this way is because they know that the older a pet gets, the more likely there to be a claim that they will need to pay on. Their refusal to fix their mistake shows what sort of business practice they operate and is the reason for my claim to the Revdex.com.
Tenth, when I originally enrolled my dogs in Pet’s Best for vet insurance, I anticipated some benefit would be received. But after 4+ years with minimal if any reimbursement, I sought better coverage elsewhere. I realize that I was, in effect, pre-paying for a possible huge vet bill in the future as my dogs aged and could need more medical attention. I did so consciously to avoid a huge bill at once in the future. My dogs are still quite healthy, besides ear infection and minor skin allergies, neither has had any other medical issues. There is no justifiable reason for my dogs to be denied continued coverage for which I had paid timely for close to or over 4 years and for which there was no lapse (Even if canceled on the 30th, when my assistant attempted to get their wrong corrected on the 31st, there hadn’t been but hours between dates and no change in the dogs’ health to warrant any price increase to reinstate the policy). This is SHADY BUSINESS ETHICS AND, QUITE FRANKLY, ROBBERY OF THE ESTIMATED $5000 I HAD ALREADY PAID IN FOR FUTURE BENEFITS when the need should arise.
I sincerely hope that you will re-open this claim and consider THE FACTS. A business with these ethics needs to be graded accordingly to protect consumers from being scammed as I was.
Much appreciation in advance.
***
Sincerely
As previously stated, the policy in question was cancelled per the instructions given to us by an individual claiming to be the policyholder who answered all the security questions and never purported to be anyone but the policyholder. These phone calls were recorded and have already been uploaded.
Pets Best cancelled my dog's insurance claiming I requested it. Their representative offered to provide recorded phone calls stating my request. They only provided two recordings (not even my voice) and not the recordings that they claim asked for cancellation of my two dogs' policies effective August 30th. When I received an email from Pets Best asking why I cancelled, I responded that I dd not make this request. On August 31st, their representative offered to research the situation and provide me with ALL recordings especially the one that stated a request to cancel effective August 30th. Since it is unlikely that I would request the end of a contract on the day before the end of the month, I am confident that the recording did NOT say cancel effective on the 30th when there are 31 days in August. Pets Best only provided recordings of someone else calling on my policy (not me) and those recordings requested an earlier cancelation date. So if those calls were what they based cancelation on, then why did they cancel on the 30th? Since they did not cancel based on the date in those calls, it is obvious that there are other calls with undisclosed details.I have requested the remaining calls which they now refuse to provide. I have paid for my dogs for over 5 years with little to no benefit so that they would have coverage as the got older since that is when the big things would likely be needed medically. So far, I am fortunate that my dogs are healthy. But I believe that Pets Best has canceled my dogs due to their getting older and now being more likely to incur expenses that they would be obligated to cover. I do not understand how they cancel MY POLICY on MY DOGS based on someone else calling in a verbal request. And if they do have that right, it should be based on the date requested and not one of their choosing when they realized that my dog is now about 12 years old. Their actions are discriminatory and in breach of my contract with them.
This policy holder originally called in on 08/06/18 requesting to cancel. The policy was cancelled effective 08/07/18 per her verbal request. She called later that day and requested the policy be cancelled effective 08/21/18. The policy was reinstated and the cancellation was set up for 08/21/18. She called back in the day prior to cancellation, on 08/20/18, and requested the cancellation occur on 08/30/18. The policy was reinstated again, and the cancellation was set up for 08/30/18 per request. On 08/30/18 the policy cancelled. Email confirmations were sent each time confirming both pets and the cancellation dates.
The three calls have been attached, as well as the final cancellation confirmation sent to the email address listed on the policy application. The Revdex.com system restricts upload to four files, two earlier cancellation confirmation emails are available upon request.
***DOCUMENTS HAVE BEEN REDACTED BY THE Revdex.com
Complaint: ***
Cc: *** <***@gmail.com> Subject: Complaint vs Pet's Best #***
I am rejecting this response because:
From: *** <***@gmail.com> Sent: Wednesday, October 24, 2018 11:46 AM To: Complaints
To whom it may concern:
I am writing regarding a complaint that I filed and that was closed because I didn’t respond in time.
I apologize, but I did not see any of the communications until just now while cleaning out my email folders.
Your request for my response went to junk mail and I was unaware of it in a timely manner.
I would like an opportunity to reopen the case to rebut the claims by Pet’s Best.
First, I personally never did call them until after my dog’s’ policy was cancelled. It was someone else’s voice, not mine on the recordings. And my policy should require a written request for formal cancellation. But if that is going to be done verbally, it should be based on conversation me and not my assistant who merely called for information and to set the ball in motion..
Second, the person that they spoke to was calling to inquire about how to cancel since I was attempting to move my dogs to better coverage that I learned about from a friend.
Third, the reason for the repeated calls to extend that cancellation date was because the new insurance took longer than anticipated to get into place due to delays getting records from the vet.
Fourth, the date of anticipated cancelation did change repeatedly. But at best, cancellation would have been or should have been for the end of the month, meaning the 31st and NOT the 30th.
Fifth, when I received an email asking WHY I had cancelled the insurance on the 30th, I replied immediately that I DID NOT DO SO. (I can forward that email correspondence if you wish.) I then waited to hear back.
Sixth, when I didn’t hear back, my assistant called in on the 31st (BEFORE THE END OF THE MONTH SO IT SHOULD HAVE BEEN IN TIME TO REVERSE THEIR MISTAKE) to find out why the policy was cancelled without my permission and on a day earlier than ever discussed as being when I was planning to cancel if the new insurance were approved by then.
Seventh, the person my assistant spoke to offered to review the recordings of her previous conversations and to send them to us. They said that the only way to reverse the cancellation was if the recordings proved that the 30th was the date discussed. We know it was never intended to be the 30th as it makes no sense to say that the 30th is the end of the month when the month has 31 days. It should never have been cancelled until the 31st, and then, only if I had not called in to further extend that anticipated cancelation date. Despite our request for the recordings in question that were offered to us (from the call on the 31st and the one preceding that date), neither of those recordings was supplied. Instead, two earlier recordings were sent along with a refusal to provide anything further (another email that I can provide to you). Clearly, the reason for their refusal was because those recordings would prove that they were wrong.
Eighth, when only one dog was approved for the new better insurance, my assistant informed Pet’s Best that I would only be canceling for one of the dogs.
Ninth, it makes no sense, as Pet’s Best claimed to my assistant, that since I have two dogs on the same policy, the policy applies to both and cannot be cancelled for just one of them. I realize that there is a small discount for having two dogs, but they could easily have tacked on whatever savings there was to the individual premium for the dog that I wanted to keep on their insurance plan. NO WHERE IN THEIR CONTRACTUAL AGREEMENT DOES IT SAY THAT IF ONE IS GIVEN A DISCOUNT FOR MULTIPLE PETS THEN THEY CANNOT CANCEL FOR ONE PET WITHOUT CANCELLING FOR BOTH OR ALL PETS. What their ridiculous claim would mean is that if one of my pets were deceased, I’d still be required to pay for both pets’ coverage. What sort of business practice is that if not a scam? It is clear that the only reason they work this way is because they know that the older a pet gets, the more likely there to be a claim that they will need to pay on. Their refusal to fix their mistake shows what sort of business practice they operate and is the reason for my claim to the Revdex.com.
Tenth, when I originally enrolled my dogs in Pet’s Best for vet insurance, I anticipated some benefit would be received. But after 4+ years with minimal if any reimbursement, I sought better coverage elsewhere. I realize that I was, in effect, pre-paying for a possible huge vet bill in the future as my dogs aged and could need more medical attention. I did so consciously to avoid a huge bill at once in the future. My dogs are still quite healthy, besides ear infection and minor skin allergies, neither has had any other medical issues. There is no justifiable reason for my dogs to be denied continued coverage for which I had paid timely for close to or over 4 years and for which there was no lapse (Even if canceled on the 30th, when my assistant attempted to get their wrong corrected on the 31st, there hadn’t been but hours between dates and no change in the dogs’ health to warrant any price increase to reinstate the policy). This is SHADY BUSINESS ETHICS AND, QUITE FRANKLY, ROBBERY OF THE ESTIMATED $5000 I HAD ALREADY PAID IN FOR FUTURE BENEFITS when the need should arise.
I sincerely hope that you will re-open this claim and consider THE FACTS. A business with these ethics needs to be graded accordingly to protect consumers from being scammed as I was.
Much appreciation in advance.
***
Sincerely
As previously stated, the policy in question was cancelled per the instructions given to us by an individual claiming to be the policyholder who answered all the security questions and never purported to be anyone but the policyholder. These phone calls were recorded and have already been uploaded.
Pets Best cancelled my dog's insurance claiming I requested it. Their representative offered to provide recorded phone calls stating my request. They only provided two recordings (not even my voice) and not the recordings that they claim asked for cancellation of my two dogs' policies effective August 30th. When I received an email from Pets Best asking why I cancelled, I responded that I dd not make this request. On August 31st, their representative offered to research the situation and provide me with ALL recordings especially the one that stated a request to cancel effective August 30th. Since it is unlikely that I would request the end of a contract on the day before the end of the month, I am confident that the recording did NOT say cancel effective on the 30th when there are 31 days in August. Pets Best only provided recordings of someone else calling on my policy (not me) and those recordings requested an earlier cancelation date. So if those calls were what they based cancelation on, then why did they cancel on the 30th? Since they did not cancel based on the date in those calls, it is obvious that there are other calls with undisclosed details.I have requested the remaining calls which they now refuse to provide. I have paid for my dogs for over 5 years with little to no benefit so that they would have coverage as the got older since that is when the big things would likely be needed medically. So far, I am fortunate that my dogs are healthy. But I believe that Pets Best has canceled my dogs due to their getting older and now being more likely to incur expenses that they would be obligated to cover. I do not understand how they cancel MY POLICY on MY DOGS based on someone else calling in a verbal request. And if they do have that right, it should be based on the date requested and not one of their choosing when they realized that my dog is now about 12 years old. Their actions are discriminatory and in breach of my contract with them.
This policy holder originally called in on 08/06/18 requesting to cancel. The policy was cancelled effective 08/07/18 per her verbal request. She called later that day and requested the policy be cancelled effective 08/21/18. The policy was reinstated and the cancellation was set up for 08/21/18. She called back in the day prior to cancellation, on 08/20/18, and requested the cancellation occur on 08/30/18. The policy was reinstated again, and the cancellation was set up for 08/30/18 per request. On 08/30/18 the policy cancelled. Email confirmations were sent each time confirming both pets and the cancellation dates.
The three calls have been attached, as well as the final cancellation confirmation sent to the email address listed on the policy application. The Revdex.com system restricts upload to four files, two earlier cancellation confirmation emails are available upon request.
***DOCUMENTS HAVE BEEN REDACTED BY THE Revdex.com
Complaint: ***
Cc: *** <***@gmail.com> Subject: Complaint vs Pet's Best #***
I am rejecting this response because:
From: *** <***@gmail.com> Sent: Wednesday, October 24, 2018 11:46 AM To: Complaints
To whom it may concern:
I am writing regarding a complaint that I filed and that was closed because I didn’t respond in time.
I apologize, but I did not see any of the communications until just now while cleaning out my email folders.
Your request for my response went to junk mail and I was unaware of it in a timely manner.
I would like an opportunity to reopen the case to rebut the claims by Pet’s Best.
First, I personally never did call them until after my dog’s’ policy was cancelled. It was someone else’s voice, not mine on the recordings. And my policy should require a written request for formal cancellation. But if that is going to be done verbally, it should be based on conversation me and not my assistant who merely called for information and to set the ball in motion..
Second, the person that they spoke to was calling to inquire about how to cancel since I was attempting to move my dogs to better coverage that I learned about from a friend.
Third, the reason for the repeated calls to extend that cancellation date was because the new insurance took longer than anticipated to get into place due to delays getting records from the vet.
Fourth, the date of anticipated cancelation did change repeatedly. But at best, cancellation would have been or should have been for the end of the month, meaning the 31st and NOT the 30th.
Fifth, when I received an email asking WHY I had cancelled the insurance on the 30th, I replied immediately that I DID NOT DO SO. (I can forward that email correspondence if you wish.) I then waited to hear back.
Sixth, when I didn’t hear back, my assistant called in on the 31st (BEFORE THE END OF THE MONTH SO IT SHOULD HAVE BEEN IN TIME TO REVERSE THEIR MISTAKE) to find out why the policy was cancelled without my permission and on a day earlier than ever discussed as being when I was planning to cancel if the new insurance were approved by then.
Seventh, the person my assistant spoke to offered to review the recordings of her previous conversations and to send them to us. They said that the only way to reverse the cancellation was if the recordings proved that the 30th was the date discussed. We know it was never intended to be the 30th as it makes no sense to say that the 30th is the end of the month when the month has 31 days. It should never have been cancelled until the 31st, and then, only if I had not called in to further extend that anticipated cancelation date. Despite our request for the recordings in question that were offered to us (from the call on the 31st and the one preceding that date), neither of those recordings was supplied. Instead, two earlier recordings were sent along with a refusal to provide anything further (another email that I can provide to you). Clearly, the reason for their refusal was because those recordings would prove that they were wrong.
Eighth, when only one dog was approved for the new better insurance, my assistant informed Pet’s Best that I would only be canceling for one of the dogs.
Ninth, it makes no sense, as Pet’s Best claimed to my assistant, that since I have two dogs on the same policy, the policy applies to both and cannot be cancelled for just one of them. I realize that there is a small discount for having two dogs, but they could easily have tacked on whatever savings there was to the individual premium for the dog that I wanted to keep on their insurance plan. NO WHERE IN THEIR CONTRACTUAL AGREEMENT DOES IT SAY THAT IF ONE IS GIVEN A DISCOUNT FOR MULTIPLE PETS THEN THEY CANNOT CANCEL FOR ONE PET WITHOUT CANCELLING FOR BOTH OR ALL PETS. What their ridiculous claim would mean is that if one of my pets were deceased, I’d still be required to pay for both pets’ coverage. What sort of business practice is that if not a scam? It is clear that the only reason they work this way is because they know that the older a pet gets, the more likely there to be a claim that they will need to pay on. Their refusal to fix their mistake shows what sort of business practice they operate and is the reason for my claim to the Revdex.com.
Tenth, when I originally enrolled my dogs in Pet’s Best for vet insurance, I anticipated some benefit would be received. But after 4+ years with minimal if any reimbursement, I sought better coverage elsewhere. I realize that I was, in effect, pre-paying for a possible huge vet bill in the future as my dogs aged and could need more medical attention. I did so consciously to avoid a huge bill at once in the future. My dogs are still quite healthy, besides ear infection and minor skin allergies, neither has had any other medical issues. There is no justifiable reason for my dogs to be denied continued coverage for which I had paid timely for close to or over 4 years and for which there was no lapse (Even if canceled on the 30th, when my assistant attempted to get their wrong corrected on the 31st, there hadn’t been but hours between dates and no change in the dogs’ health to warrant any price increase to reinstate the policy). This is SHADY BUSINESS ETHICS AND, QUITE FRANKLY, ROBBERY OF THE ESTIMATED $5000 I HAD ALREADY PAID IN FOR FUTURE BENEFITS when the need should arise.
I sincerely hope that you will re-open this claim and consider THE FACTS. A business with these ethics needs to be graded accordingly to protect consumers from being scammed as I was.
Much appreciation in advance.
***
Sincerely
As previously stated, the policy in question was cancelled per the instructions given to us by an individual claiming to be the policyholder who answered all the security questions and never purported to be anyone but the policyholder. These phone calls were recorded and have already been uploaded.
This is a untrustworthy company that just takes your money but does not actually provide the service you pay for. We have recently adopted a new dog from a private party with no insurance and no medical records. Of the few times we took him to the vet, we have provided all the information we had to Pet's best when filing a claim for an 'accident' and both times it was declined due to 'not sufficient medical records'. We have exhausted all of our efforts to telling this company that there are no more medical records. The private party that we took him from was a terrible environment and obviously they didn't give him the medical care he needed.
I am at the point where I've lost all faith in this company because no claims will ever be processed with them. All I demanded was the few months of insurance that I've already paid for back since they are denying all the claims. The response I keep getting was, sorry, it's very black and white. If you cancel, we can refund you the prorated income back. This is absurd. I refuse to pay for a service I CAN'T use because you guys were not able to get the records you need. I've complied to the best of my abilities. This is becoming fraudulent at this point. If I had known that we needed extensive medical records to file a claim, I would have NEVER bought insurance in the first place. I'm exhausted dealing with you all continuously.
Good afternoon,
We do not have records of any insured pet named ***. We do have insured pets *** and ***. The policy for *** was purchased on 5/7/2018 and the waiting period expired on 5/22/2018. Any condition present prior to 5/22/2018 is pre-existing and excluded from coverage. Records received from *** state that *** was seen prior to 6/5/2018 for examination of the claimed masses including a cytology that was taken and examined. Those records, and the name of the clinic that performed the examination and cytology, have not been received by our office. Once those records are received we will be able to review the claim for coverage.
I paid my premiums, I paid my deductible, and I got SCAMMED! As soon as it was time for PetsBest to reimburse us for our medical expenses, they pulled the generic "pre-existing conditions" clause out like they did to many others listed below. They, in fact covered me and reimbursed me for the exact same issue 6 months earlier but as soon as they realized that they were now losing, they pulled the excuse out of their hat. They gladly accepted 10 months of premium payments but when the scales tipped, it was time for them to figure out how to relinquish their responsibility. COMPLETE SCAM like many others have listed! How do they have an A+ with the Revdex.com but the average customer rating is just over 1 star?
Hi *** and ***, we are sorry to hear you are dissatisfied. Medical records show your pet has had chronic diarrhea, which originated prior to the purchase of the policy in 2017 and recurring every two weeks for which your pet is on medication. Medical records from your vet also indicate this condition has not resolved. Pre-existing conditions are not covered by pet insurance. A pre-existing condition refers to any signs or symptoms of there being something wrong with your pet, whether diagnosed or not that pre-dates the policy and will not be covered. We show you have initiated the second level appeal for which we ask you allow 60 days to process. Additionally, we show the rest of your eligible claims have been processed and reimbursed, for both wellness and a separate covered illness. If you have other questions feel free to contact us. Have a good day.
Horrible customer service and shady practices. We went to the vet a couple times with a diarrhea issue in our dog, after getting insurance for her. A couple of those visits were covered, but the last time we went they decided that this was a preexisting condition, and were not going to cover us. They never notified us that they had determined it was a preexisting condition prior to this vet visit. We had our vet file an appeal letter saying that this was not a preexisting condition, which they denied. Super shady business and even the customer service rep couldn’t keep her story straight. We are very disappointed and believe their practices to be unethical. You cannot just decide there’s a preexisting condition months into covering the same condition. The condition WAS NOT in our dogs medical records as “chronic diarhea.” She had one case of diarhea prior to coverage which was determined to be a worm that she was dewormed for. Diarhea is a symptom, not a condition. I wish I had read the reviews on here before giving Pets Best my money because it’s clear they are running this same scam on other customers once people actually start using their services and making claims.
Hi *** and ***, we are sorry to hear you are dissatisfied. Medical records show your pet has had chronic diarrhea, which originated prior to the purchase of the policy in 2017 and recurring every two weeks for which your pet is on medication. Medical records from your vet also indicate this condition has not resolved. Pre-existing conditions are not covered by pet insurance. A pre-existing condition refers to any signs or symptoms of there being something wrong with your pet, whether diagnosed or not that pre-dates the policy and will not be covered. We show you have initiated the second level appeal for which we ask you allow 60 days to process. Additionally, we show the rest of your eligible claims have been processed and reimbursed, for both wellness and a separate covered illness. If you have other questions feel free to contact us. Have a good day.
This is a untrustworthy company that just takes your money but does not actually provide the service you pay for. We have recently adopted a new dog from a private party with no insurance and no medical records. Of the few times we took him to the vet, we have provided all the information we had to Pet's best when filing a claim for an 'accident' and both times it was declined due to 'not sufficient medical records'. We have exhausted all of our efforts to telling this company that there are no more medical records. The private party that we took him from was a terrible environment and obviously they didn't give him the medical care he needed.
I am at the point where I've lost all faith in this company because no claims will ever be processed with them. All I demanded was the few months of insurance that I've already paid for back since they are denying all the claims. The response I keep getting was, sorry, it's very black and white. If you cancel, we can refund you the prorated income back. This is absurd. I refuse to pay for a service I CAN'T use because you guys were not able to get the records you need. I've complied to the best of my abilities. This is becoming fraudulent at this point. If I had known that we needed extensive medical records to file a claim, I would have NEVER bought insurance in the first place. I'm exhausted dealing with you all continuously.
Good afternoon,
We do not have records of any insured pet named ***. We do have insured pets *** and ***. The policy for *** was purchased on 5/7/2018 and the waiting period expired on 5/22/2018. Any condition present prior to 5/22/2018 is pre-existing and excluded from coverage. Records received from *** state that *** was seen prior to 6/5/2018 for examination of the claimed masses including a cytology that was taken and examined. Those records, and the name of the clinic that performed the examination and cytology, have not been received by our office. Once those records are received we will be able to review the claim for coverage.
This is a untrustworthy company that just takes your money but does not actually provide the service you pay for. We have recently adopted a new dog from a private party with no insurance and no medical records. Of the few times we took him to the vet, we have provided all the information we had to Pet's best when filing a claim for an 'accident' and both times it was declined due to 'not sufficient medical records'. We have exhausted all of our efforts to telling this company that there are no more medical records. The private party that we took him from was a terrible environment and obviously they didn't give him the medical care he needed.
I am at the point where I've lost all faith in this company because no claims will ever be processed with them. All I demanded was the few months of insurance that I've already paid for back since they are denying all the claims. The response I keep getting was, sorry, it's very black and white. If you cancel, we can refund you the prorated income back. This is absurd. I refuse to pay for a service I CAN'T use because you guys were not able to get the records you need. I've complied to the best of my abilities. This is becoming fraudulent at this point. If I had known that we needed extensive medical records to file a claim, I would have NEVER bought insurance in the first place. I'm exhausted dealing with you all continuously.
Good afternoon,
We do not have records of any insured pet named ***. We do have insured pets *** and ***. The policy for *** was purchased on 5/7/2018 and the waiting period expired on 5/22/2018. Any condition present prior to 5/22/2018 is pre-existing and excluded from coverage. Records received from *** state that *** was seen prior to 6/5/2018 for examination of the claimed masses including a cytology that was taken and examined. Those records, and the name of the clinic that performed the examination and cytology, have not been received by our office. Once those records are received we will be able to review the claim for coverage.
This is a untrustworthy company that just takes your money but does not actually provide the service you pay for. We have recently adopted a new dog from a private party with no insurance and no medical records. Of the few times we took him to the vet, we have provided all the information we had to Pet's best when filing a claim for an 'accident' and both times it was declined due to 'not sufficient medical records'. We have exhausted all of our efforts to telling this company that there are no more medical records. The private party that we took him from was a terrible environment and obviously they didn't give him the medical care he needed.
I am at the point where I've lost all faith in this company because no claims will ever be processed with them. All I demanded was the few months of insurance that I've already paid for back since they are denying all the claims. The response I keep getting was, sorry, it's very black and white. If you cancel, we can refund you the prorated income back. This is absurd. I refuse to pay for a service I CAN'T use because you guys were not able to get the records you need. I've complied to the best of my abilities. This is becoming fraudulent at this point. If I had known that we needed extensive medical records to file a claim, I would have NEVER bought insurance in the first place. I'm exhausted dealing with you all continuously.
Good afternoon,
We do not have records of any insured pet named ***. We do have insured pets *** and ***. The policy for *** was purchased on 5/7/2018 and the waiting period expired on 5/22/2018. Any condition present prior to 5/22/2018 is pre-existing and excluded from coverage. Records received from *** state that *** was seen prior to 6/5/2018 for examination of the claimed masses including a cytology that was taken and examined. Those records, and the name of the clinic that performed the examination and cytology, have not been received by our office. Once those records are received we will be able to review the claim for coverage.
I paid my premiums, I paid my deductible, and I got SCAMMED! As soon as it was time for PetsBest to reimburse us for our medical expenses, they pulled the generic "pre-existing conditions" clause out like they did to many others listed below. They, in fact covered me and reimbursed me for the exact same issue 6 months earlier but as soon as they realized that they were now losing, they pulled the excuse out of their hat. They gladly accepted 10 months of premium payments but when the scales tipped, it was time for them to figure out how to relinquish their responsibility. COMPLETE SCAM like many others have listed! How do they have an A+ with the Revdex.com but the average customer rating is just over 1 star?
Hi *** and ***, we are sorry to hear you are dissatisfied. Medical records show your pet has had chronic diarrhea, which originated prior to the purchase of the policy in 2017 and recurring every two weeks for which your pet is on medication. Medical records from your vet also indicate this condition has not resolved. Pre-existing conditions are not covered by pet insurance. A pre-existing condition refers to any signs or symptoms of there being something wrong with your pet, whether diagnosed or not that pre-dates the policy and will not be covered. We show you have initiated the second level appeal for which we ask you allow 60 days to process. Additionally, we show the rest of your eligible claims have been processed and reimbursed, for both wellness and a separate covered illness. If you have other questions feel free to contact us. Have a good day.