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I started an accident/illness policy for my dog in January. A few months prior to that he had gotten an infection on his paw and had to have his leg amputated. After this devastating event, I sought out options for emergencies like this in the future. I found pets best accident/illness and everything described in the policy sounded perfect for us. The following month after starting the policy my dog got an ear infection that I took him to the vet for to get ear drops. At this time I thought, I’ll submit this to Pets Best to see how it all works and possibly pay toward my annual deductible. Once I submitted the claim, I waited for about 40 DAYS for them to deny the claim- stating that his ear infection was a pre exisiting condition. Their reasoning for this was they requested prior medical records from the vet and saw that he was given ear drops in December around the time of his leg amputation. My vet did warn/advise me to rub his ears for him as he could be prone to ear infection since he was unable to reach his ear on his own. (He was unable to reach his ear during his recovery). Essentially, that ear issue was related to that issue/surgery for his leg. They claim his NEW ear infection is related to the other one because it was only a couple months ago. The clear deceit of their policy highlights and then the actual terms, is unspeakable. When I called to express my concern and requesting some credit back, I was met with no concern from customer service. After speaking with an agent I then spoke to Tamra, from the call center management team in Boise Idaho. She had no problem disregarding my concerns and reading from my declarations page things that I explained were deceitful. She even hung up on me, causing my total time on the phone to exceed 45 minutes...for no resolution. If they had processed my claim in a timely manner I would have canceled sooner- that money was not rightful to them given these results (which I should have had sooner according to the terms)
Hi ***, we understand your concern. Claims are processed in the order in which they are received. The delay in the claim is due to how long it took to receive the requested medical records from your vet. Said records indicated the claimed condition originated prior to coverage and therefore pre-existing to any insurance company. If you disagree with that decision, you are welcome to speak with your vet regarding their observations. We see you cancelled your policy and wish you the best.
Complaint: ***
I am rejecting this response because: You canceled the policy, I did not. I never once said to do that.
Also, I have an email from you guys stating the high volume of claims you had received at the time was causing the delay in completion- so what you just stated can’t be true or is fabricated. Furthermore, I called my vet immediately upon receiving your emails the claimed they weren’t getting back with you. Their records indicate they faxed all records the same day. This is and continues to be absolutely unacceptable customer service!!
I would like my refund.
Sincerely
Hi ***, during your conversation with our agent, you requested to cancel the policy. Therefore, per your request, it was cancelled effective the next day of your request per our policy guidelines. Policy was cancelled effective March 25th, 2020. Yes, we have experienced some delay in claim processing due to unexpected growth. However, your claim was additionally delayed due to the lack of medical records needed to process your claim. We are refunding your premiums based on the date you requested to cancel your policy, per your policy contract. Have a good day.
Complaint: ***
I am rejecting this response because: I never once said to cancel the policy- your agent just kept insisting that’s all they could do. Check the call record. Also, the date of the email from you about “high volume delay” and the ones about when you requested his medical records are almost two weeks apart. The claim was completed within a week of you requesting the medical records. I have all of these emails to prove the timeline. So again, what you’re saying is not true.
I would like my refund backdated, as outlined previously.
Sincerely
Horrible turn around time for claims. Thirty days is unacceptable.
Hi ***, thank you for your feedback. As we advised, we are currently working on explanding our staff after our unexpected growth so we can lower the claims turnaround time. Your claim was processed in 22 days, not 30. Soon, claims turn around time will be back to 10-20 days. Have a good day.
Horrible turn around time for claims. Thirty days is unacceptable.
Hi ***, thank you for your feedback. As we advised, we are currently working on explanding our staff after our unexpected growth so we can lower the claims turnaround time. Your claim was processed in 22 days, not 30. Soon, claims turn around time will be back to 10-20 days. Have a good day.
Horrible turn around time for claims. Thirty days is unacceptable.
Hi ***, thank you for your feedback. As we advised, we are currently working on explanding our staff after our unexpected growth so we can lower the claims turnaround time. Your claim was processed in 22 days, not 30. Soon, claims turn around time will be back to 10-20 days. Have a good day.
Horrible turn around time for claims. Thirty days is unacceptable.
Hi ***, thank you for your feedback. As we advised, we are currently working on explanding our staff after our unexpected growth so we can lower the claims turnaround time. Your claim was processed in 22 days, not 30. Soon, claims turn around time will be back to 10-20 days. Have a good day.
TO: Revdex.com of Pennsylvania1337 North Front StreetHarrisburg, PA 17102FROM: Col. (Ret). *** S. & Mrs. W.6 Sweet Pea LaneLanghorne, PA 1904 7SUBJECT: Complaint against Pet's Best Insurance akalndependencre American Insurance Company.DATE: March 11, 2020I would Iike to issue a formal complaint against Pet's Best akaIndependence American Insurance Company for refusing to covermedical expenses for my pet can nine "Boomer".We have clients of Pet's Best insurance since 2013 andrefusing cover medical expenses for Boomer related to his newlydiagnosed Cushings disease which he tested positive for in August 2019.The reason Pet's Best refuses to cover Boomer's Cushings medicalexpenses as they are stating it was a "pre existing condition" backto 2013.In 2013, Boomer received his annual examination and blood work and theresults disclosed significant liver enzymes increase which can besymtomatic of Cushings disease.An ultra was performed at *** and although his liver was slightlyenlarged, there were no other indications of Cushings disease.Veterinarian review of Boomer's past medical records disclosed that forchronic trachitis, Boomer had been on cortosoid medication for a coupleof years which is also a significant contributor to high liver enzymesDiscussion with Dr. M at *** and Dr. P at ***Veterinary Hospital resulted in Boomer being taken off the cortisoid andplaced on a medication with less adverse results.Follow up blood work every 3 months noted that Boomer's liver enzymesreduced from over 1,000 down to the 500 range and then in the 400 range.Annual blood work performed annually on Boomer during wellnessexaminations did not note any significant increases in liver enzymes andwith no other indicators such as loss of hair; increased thirst; increasedurination; decreased appetite resulted in the Veterinarians rulin goutCushings disease.In addition, life expectancy of a cannine with untreated Cushingsdisease is 3 years with multiple complications during this period.Boomer from 2013 to 2019 with no Cushings symptoms what soever - double the life expectancy of 3 years.Finally in 2018 Boomer developed diabetes and is currently taking dailyinjections to keep it under control.With the diabetes came blindness which we elected to have cataractsurgery performed to regain his sight. This was very successful and maxedout our $5,000.00 coverage with Pet's Best Insurance. (THE TOTAL COSTOF THE OPERATION, FOLLOW UP; MEDICATIONS etc. EXCEEDED$8,500.00 WHICH WE PAID OUT OF POCKET.)Our Premium for Pet's Best Insurance from 2018 to 2019 was increase from $144.00per month to $178.00 per month almost a 25% increase!In 2019, Boomer developed a mass on his hind and had to operated onat CARES Hospital.This operation plus treatment for his diabetes also maxed out our$5,000.00 medical coverage with Pet's Best Insurance.Consquently, Pet's Best Insurance did 2 things to not have to pay outmore than they received from us.First, increased our monthly premium from $177.00 to $244.00 andincrease 38% and second, they determined they were not going to payfor any of Boomer's Cushings medical expenses because it wasmentioned as a possible cause (although never diagnosed orrecommended testing) because of the Cortosoid medication and thesignificant decrease in his liver enzymes after hw stopped taking cotisonefor his trachitis plus NO other recognized indicators of Cushingsi.e. loss of hair; increased thirst; increased urination etc.When Pet Best Insurance informed us that they were not going coverany of Boomer's Cushings Medical bills, Boomer's primary Veterinarain Dr.Jarron G, DVM; Boomer's Internal Medicine Veterinarian Dr. JessicaM***; Boomer's Surgeon all drafted letters totally disagreeing withPet's Best rationale that this was a pre existing condition dating back to2013.Pet's Best permitted us 2 appeals and regardless of the medical factspresented the aforementioned experts in their fields, still refuses tocover any medical expenses related to Cushings disease.This is total a way of manipulating their interpretation of policy so as notto again have to pay out the max coverage of $5,000.00 and recoup someof their outlay by raisinf our premiums by 25% and then 38%.In addition requesting the Revdex.com for assistance, I also contacted theCommonwealth of Pennsylvania, Bureau of Consumer Affairs, andsubmitted an Insurance Complaint Form (copy included for yourinformation) and they have responded and assigned an Investigator tohandle this troublesome issue.All relevant documents are being included in this packet so that the Revdex.comcan make their own determination as to the unprofessional and unethicaldisplay lack of coverage based on unsupported facts.What do we want?We can stop Pefs Best from increasing our premiums in 2021 and noother Pet Insurance Company will insure a dog over 10 years old! Boomerwill be 14 August 2020.That is beyond our control, HOWEVER, having Pet's Best lnsurance coverthe medical expenses for Boomer's Cushings disease is certainly in orderand should be retroactive.If this is accomplished, then our complaint will be withdrawn.As mentioned, there are numerous letters, medical records,so that the Revdex.com has all relevant information.*** S. & *** W.
Hi ***, we received all of this information with your appeal and the claims are being reprocessed. You will receive a notification when the claims are done processing. Have a good day.
Complaint: ***
I am rejecting this response because: There is no indication of who is reviewing the appeal and what their name is, title and position . Also, there is no time frame indicated for the review to be completed. I have submitted many recent claims in addition to the appeal. I would please request more specificity to ENSURE PET'S BEST INSURANCE IS REPROCESSING THE CORRECT APPEAL. I HAVE LOST FAITH AND TRUST IN THIS COMPANY which is why I am requesting the additional information please.
Sincerely,
*** &
The claims were processed in Mr.’s favor and closed out. There's nothing more to this case. The confirmation of this was sent to Mr *** via email. Further questions regarding this case need to be communicated with our company directly. Have a nice day.
Complaint: ***
I am rejecting this response because: Regardless what I request, Pet's Best Insurance WILL NOT ANSWER THE SIMPLE QUESTION "IF MY APPEAL TO COVER EXPENSES RELATED TO
MY DOGS CUSHINGS DISEASE HAS BEEN ACCEPTED AND WITH A POSITIVE RULING"?
They keep responding that my "claims are ruled in my favor and have been processed"!
IN ADDITION TO THE APPEAL TO COVER EXPENSES RELATED TO CUSHINGS DISEASE, I ALSO HAVE SUBMITTED 6 NON - CUSHINGS RELATED CLAIMS FOR WHICH I AM AWAITING PAYMENT.
TO MAKE IT PERFECTLY CLEAR TO PET'S BEST, I AGAIN (FOR THE 3rd TIME) AM REQUESTING IF MY APPEAL WHICH THEY REJECTED TWICE HAS NOW BEEN RECONSIDERED WITH POSITIVE AGREEMENT TO PAY!
It appears that the Attorney or whomever is responding is stating that my CLAIMS (6 OUTSTANDING) have been ruled in my favor and have been processed.
I SUBMITTED THE COMPLAINT TO THE Revdex.com ONLY REGARDING THEIR 2 TIMES REJECTION OF MY APPEAL AND THEREFORE REQUEST AN ANSWER TO THEIR POSITION ON THE APPEAL.....OTHERWISE, THEIR GENERIC CURT REPLY CAN ALSO REFER TO MY 6 OUTSTANDING CLAIMS AND HAVE NOTHING TO DO WITH THE APPEAL!
SEEMS PRETTY SIMPLE TO ME BUT I WILL NOT ACCEPT A VAGUE RESPONSE THAT CAN BE RELATED TO CLAIMS OTHER THAN THE APPEAL FOR PET'S BEST TO REVERSE THEIR NON PAYMENT FOR CUSHINGS RELATED EXPENSES.......
SHOULD I WRITE IT IN ANOTHER LANGUAGE?? PRESS 1 FOR ENGLISH?? ARE THEY GOING TO PAY FOR EXPENSES RELATED TO CUSHINGS DISEASE FOR MY DOG BOOMER WHICH THEY HAVE REJECTED TWICE?????????
Sincerely,
*** & ***
*** ATTACHMENTS REDACTED BY Revdex.com
TO: Revdex.com of Pennsylvania1337 North Front StreetHarrisburg, PA 17102FROM: Col. (Ret). *** S. & Mrs. W.6 Sweet Pea LaneLanghorne, PA 1904 7SUBJECT: Complaint against Pet's Best Insurance akalndependencre American Insurance Company.DATE: March 11, 2020I would Iike to issue a formal complaint against Pet's Best akaIndependence American Insurance Company for refusing to covermedical expenses for my pet can nine "Boomer".We have clients of Pet's Best insurance since 2013 andrefusing cover medical expenses for Boomer related to his newlydiagnosed Cushings disease which he tested positive for in August 2019.The reason Pet's Best refuses to cover Boomer's Cushings medicalexpenses as they are stating it was a "pre existing condition" backto 2013.In 2013, Boomer received his annual examination and blood work and theresults disclosed significant liver enzymes increase which can besymtomatic of Cushings disease.An ultra was performed at *** and although his liver was slightlyenlarged, there were no other indications of Cushings disease.Veterinarian review of Boomer's past medical records disclosed that forchronic trachitis, Boomer had been on cortosoid medication for a coupleof years which is also a significant contributor to high liver enzymesDiscussion with Dr. M at *** and Dr. P at ***Veterinary Hospital resulted in Boomer being taken off the cortisoid andplaced on a medication with less adverse results.Follow up blood work every 3 months noted that Boomer's liver enzymesreduced from over 1,000 down to the 500 range and then in the 400 range.Annual blood work performed annually on Boomer during wellnessexaminations did not note any significant increases in liver enzymes andwith no other indicators such as loss of hair; increased thirst; increasedurination; decreased appetite resulted in the Veterinarians rulin goutCushings disease.In addition, life expectancy of a cannine with untreated Cushingsdisease is 3 years with multiple complications during this period.Boomer from 2013 to 2019 with no Cushings symptoms what soever - double the life expectancy of 3 years.Finally in 2018 Boomer developed diabetes and is currently taking dailyinjections to keep it under control.With the diabetes came blindness which we elected to have cataractsurgery performed to regain his sight. This was very successful and maxedout our $5,000.00 coverage with Pet's Best Insurance. (THE TOTAL COSTOF THE OPERATION, FOLLOW UP; MEDICATIONS etc. EXCEEDED$8,500.00 WHICH WE PAID OUT OF POCKET.)Our Premium for Pet's Best Insurance from 2018 to 2019 was increase from $144.00per month to $178.00 per month almost a 25% increase!In 2019, Boomer developed a mass on his hind and had to operated onat CARES Hospital.This operation plus treatment for his diabetes also maxed out our$5,000.00 medical coverage with Pet's Best Insurance.Consquently, Pet's Best Insurance did 2 things to not have to pay outmore than they received from us.First, increased our monthly premium from $177.00 to $244.00 andincrease 38% and second, they determined they were not going to payfor any of Boomer's Cushings medical expenses because it wasmentioned as a possible cause (although never diagnosed orrecommended testing) because of the Cortosoid medication and thesignificant decrease in his liver enzymes after hw stopped taking cotisonefor his trachitis plus NO other recognized indicators of Cushingsi.e. loss of hair; increased thirst; increased urination etc.When Pet Best Insurance informed us that they were not going coverany of Boomer's Cushings Medical bills, Boomer's primary Veterinarain Dr.Jarron G, DVM; Boomer's Internal Medicine Veterinarian Dr. JessicaM***; Boomer's Surgeon all drafted letters totally disagreeing withPet's Best rationale that this was a pre existing condition dating back to2013.Pet's Best permitted us 2 appeals and regardless of the medical factspresented the aforementioned experts in their fields, still refuses tocover any medical expenses related to Cushings disease.This is total a way of manipulating their interpretation of policy so as notto again have to pay out the max coverage of $5,000.00 and recoup someof their outlay by raisinf our premiums by 25% and then 38%.In addition requesting the Revdex.com for assistance, I also contacted theCommonwealth of Pennsylvania, Bureau of Consumer Affairs, andsubmitted an Insurance Complaint Form (copy included for yourinformation) and they have responded and assigned an Investigator tohandle this troublesome issue.All relevant documents are being included in this packet so that the Revdex.comcan make their own determination as to the unprofessional and unethicaldisplay lack of coverage based on unsupported facts.What do we want?We can stop Pefs Best from increasing our premiums in 2021 and noother Pet Insurance Company will insure a dog over 10 years old! Boomerwill be 14 August 2020.That is beyond our control, HOWEVER, having Pet's Best lnsurance coverthe medical expenses for Boomer's Cushings disease is certainly in orderand should be retroactive.If this is accomplished, then our complaint will be withdrawn.As mentioned, there are numerous letters, medical records,so that the Revdex.com has all relevant information.*** S. & *** W.
Hi ***, we received all of this information with your appeal and the claims are being reprocessed. You will receive a notification when the claims are done processing. Have a good day.
Complaint: ***
I am rejecting this response because: There is no indication of who is reviewing the appeal and what their name is, title and position . Also, there is no time frame indicated for the review to be completed. I have submitted many recent claims in addition to the appeal. I would please request more specificity to ENSURE PET'S BEST INSURANCE IS REPROCESSING THE CORRECT APPEAL. I HAVE LOST FAITH AND TRUST IN THIS COMPANY which is why I am requesting the additional information please.
Sincerely,
*** &
The claims were processed in Mr.’s favor and closed out. There's nothing more to this case. The confirmation of this was sent to Mr *** via email. Further questions regarding this case need to be communicated with our company directly. Have a nice day.
Complaint: ***
I am rejecting this response because: Regardless what I request, Pet's Best Insurance WILL NOT ANSWER THE SIMPLE QUESTION "IF MY APPEAL TO COVER EXPENSES RELATED TO
MY DOGS CUSHINGS DISEASE HAS BEEN ACCEPTED AND WITH A POSITIVE RULING"?
They keep responding that my "claims are ruled in my favor and have been processed"!
IN ADDITION TO THE APPEAL TO COVER EXPENSES RELATED TO CUSHINGS DISEASE, I ALSO HAVE SUBMITTED 6 NON - CUSHINGS RELATED CLAIMS FOR WHICH I AM AWAITING PAYMENT.
TO MAKE IT PERFECTLY CLEAR TO PET'S BEST, I AGAIN (FOR THE 3rd TIME) AM REQUESTING IF MY APPEAL WHICH THEY REJECTED TWICE HAS NOW BEEN RECONSIDERED WITH POSITIVE AGREEMENT TO PAY!
It appears that the Attorney or whomever is responding is stating that my CLAIMS (6 OUTSTANDING) have been ruled in my favor and have been processed.
I SUBMITTED THE COMPLAINT TO THE Revdex.com ONLY REGARDING THEIR 2 TIMES REJECTION OF MY APPEAL AND THEREFORE REQUEST AN ANSWER TO THEIR POSITION ON THE APPEAL.....OTHERWISE, THEIR GENERIC CURT REPLY CAN ALSO REFER TO MY 6 OUTSTANDING CLAIMS AND HAVE NOTHING TO DO WITH THE APPEAL!
SEEMS PRETTY SIMPLE TO ME BUT I WILL NOT ACCEPT A VAGUE RESPONSE THAT CAN BE RELATED TO CLAIMS OTHER THAN THE APPEAL FOR PET'S BEST TO REVERSE THEIR NON PAYMENT FOR CUSHINGS RELATED EXPENSES.......
SHOULD I WRITE IT IN ANOTHER LANGUAGE?? PRESS 1 FOR ENGLISH?? ARE THEY GOING TO PAY FOR EXPENSES RELATED TO CUSHINGS DISEASE FOR MY DOG BOOMER WHICH THEY HAVE REJECTED TWICE?????????
Sincerely,
*** & ***
*** ATTACHMENTS REDACTED BY Revdex.com
TO: Revdex.com of Pennsylvania1337 North Front StreetHarrisburg, PA 17102FROM: Col. (Ret). *** S. & Mrs. W.6 Sweet Pea LaneLanghorne, PA 1904 7SUBJECT: Complaint against Pet's Best Insurance akalndependencre American Insurance Company.DATE: March 11, 2020I would Iike to issue a formal complaint against Pet's Best akaIndependence American Insurance Company for refusing to covermedical expenses for my pet can nine "Boomer".We have clients of Pet's Best insurance since 2013 andrefusing cover medical expenses for Boomer related to his newlydiagnosed Cushings disease which he tested positive for in August 2019.The reason Pet's Best refuses to cover Boomer's Cushings medicalexpenses as they are stating it was a "pre existing condition" backto 2013.In 2013, Boomer received his annual examination and blood work and theresults disclosed significant liver enzymes increase which can besymtomatic of Cushings disease.An ultra was performed at *** and although his liver was slightlyenlarged, there were no other indications of Cushings disease.Veterinarian review of Boomer's past medical records disclosed that forchronic trachitis, Boomer had been on cortosoid medication for a coupleof years which is also a significant contributor to high liver enzymesDiscussion with Dr. M at *** and Dr. P at ***Veterinary Hospital resulted in Boomer being taken off the cortisoid andplaced on a medication with less adverse results.Follow up blood work every 3 months noted that Boomer's liver enzymesreduced from over 1,000 down to the 500 range and then in the 400 range.Annual blood work performed annually on Boomer during wellnessexaminations did not note any significant increases in liver enzymes andwith no other indicators such as loss of hair; increased thirst; increasedurination; decreased appetite resulted in the Veterinarians rulin goutCushings disease.In addition, life expectancy of a cannine with untreated Cushingsdisease is 3 years with multiple complications during this period.Boomer from 2013 to 2019 with no Cushings symptoms what soever - double the life expectancy of 3 years.Finally in 2018 Boomer developed diabetes and is currently taking dailyinjections to keep it under control.With the diabetes came blindness which we elected to have cataractsurgery performed to regain his sight. This was very successful and maxedout our $5,000.00 coverage with Pet's Best Insurance. (THE TOTAL COSTOF THE OPERATION, FOLLOW UP; MEDICATIONS etc. EXCEEDED$8,500.00 WHICH WE PAID OUT OF POCKET.)Our Premium for Pet's Best Insurance from 2018 to 2019 was increase from $144.00per month to $178.00 per month almost a 25% increase!In 2019, Boomer developed a mass on his hind and had to operated onat CARES Hospital.This operation plus treatment for his diabetes also maxed out our$5,000.00 medical coverage with Pet's Best Insurance.Consquently, Pet's Best Insurance did 2 things to not have to pay outmore than they received from us.First, increased our monthly premium from $177.00 to $244.00 andincrease 38% and second, they determined they were not going to payfor any of Boomer's Cushings medical expenses because it wasmentioned as a possible cause (although never diagnosed orrecommended testing) because of the Cortosoid medication and thesignificant decrease in his liver enzymes after hw stopped taking cotisonefor his trachitis plus NO other recognized indicators of Cushingsi.e. loss of hair; increased thirst; increased urination etc.When Pet Best Insurance informed us that they were not going coverany of Boomer's Cushings Medical bills, Boomer's primary Veterinarain Dr.Jarron G, DVM; Boomer's Internal Medicine Veterinarian Dr. JessicaM***; Boomer's Surgeon all drafted letters totally disagreeing withPet's Best rationale that this was a pre existing condition dating back to2013.Pet's Best permitted us 2 appeals and regardless of the medical factspresented the aforementioned experts in their fields, still refuses tocover any medical expenses related to Cushings disease.This is total a way of manipulating their interpretation of policy so as notto again have to pay out the max coverage of $5,000.00 and recoup someof their outlay by raisinf our premiums by 25% and then 38%.In addition requesting the Revdex.com for assistance, I also contacted theCommonwealth of Pennsylvania, Bureau of Consumer Affairs, andsubmitted an Insurance Complaint Form (copy included for yourinformation) and they have responded and assigned an Investigator tohandle this troublesome issue.All relevant documents are being included in this packet so that the Revdex.comcan make their own determination as to the unprofessional and unethicaldisplay lack of coverage based on unsupported facts.What do we want?We can stop Pefs Best from increasing our premiums in 2021 and noother Pet Insurance Company will insure a dog over 10 years old! Boomerwill be 14 August 2020.That is beyond our control, HOWEVER, having Pet's Best lnsurance coverthe medical expenses for Boomer's Cushings disease is certainly in orderand should be retroactive.If this is accomplished, then our complaint will be withdrawn.As mentioned, there are numerous letters, medical records,so that the Revdex.com has all relevant information.*** S. & *** W.
Hi ***, we received all of this information with your appeal and the claims are being reprocessed. You will receive a notification when the claims are done processing. Have a good day.
Complaint: ***
I am rejecting this response because: There is no indication of who is reviewing the appeal and what their name is, title and position . Also, there is no time frame indicated for the review to be completed. I have submitted many recent claims in addition to the appeal. I would please request more specificity to ENSURE PET'S BEST INSURANCE IS REPROCESSING THE CORRECT APPEAL. I HAVE LOST FAITH AND TRUST IN THIS COMPANY which is why I am requesting the additional information please.
Sincerely,
*** &
The claims were processed in Mr.’s favor and closed out. There's nothing more to this case. The confirmation of this was sent to Mr *** via email. Further questions regarding this case need to be communicated with our company directly. Have a nice day.
Complaint: ***
I am rejecting this response because: Regardless what I request, Pet's Best Insurance WILL NOT ANSWER THE SIMPLE QUESTION "IF MY APPEAL TO COVER EXPENSES RELATED TO
MY DOGS CUSHINGS DISEASE HAS BEEN ACCEPTED AND WITH A POSITIVE RULING"?
They keep responding that my "claims are ruled in my favor and have been processed"!
IN ADDITION TO THE APPEAL TO COVER EXPENSES RELATED TO CUSHINGS DISEASE, I ALSO HAVE SUBMITTED 6 NON - CUSHINGS RELATED CLAIMS FOR WHICH I AM AWAITING PAYMENT.
TO MAKE IT PERFECTLY CLEAR TO PET'S BEST, I AGAIN (FOR THE 3rd TIME) AM REQUESTING IF MY APPEAL WHICH THEY REJECTED TWICE HAS NOW BEEN RECONSIDERED WITH POSITIVE AGREEMENT TO PAY!
It appears that the Attorney or whomever is responding is stating that my CLAIMS (6 OUTSTANDING) have been ruled in my favor and have been processed.
I SUBMITTED THE COMPLAINT TO THE Revdex.com ONLY REGARDING THEIR 2 TIMES REJECTION OF MY APPEAL AND THEREFORE REQUEST AN ANSWER TO THEIR POSITION ON THE APPEAL.....OTHERWISE, THEIR GENERIC CURT REPLY CAN ALSO REFER TO MY 6 OUTSTANDING CLAIMS AND HAVE NOTHING TO DO WITH THE APPEAL!
SEEMS PRETTY SIMPLE TO ME BUT I WILL NOT ACCEPT A VAGUE RESPONSE THAT CAN BE RELATED TO CLAIMS OTHER THAN THE APPEAL FOR PET'S BEST TO REVERSE THEIR NON PAYMENT FOR CUSHINGS RELATED EXPENSES.......
SHOULD I WRITE IT IN ANOTHER LANGUAGE?? PRESS 1 FOR ENGLISH?? ARE THEY GOING TO PAY FOR EXPENSES RELATED TO CUSHINGS DISEASE FOR MY DOG BOOMER WHICH THEY HAVE REJECTED TWICE?????????
Sincerely,
*** & ***
*** ATTACHMENTS REDACTED BY Revdex.com
TO: Revdex.com of Pennsylvania1337 North Front StreetHarrisburg, PA 17102FROM: Col. (Ret). *** S. & Mrs. W.6 Sweet Pea LaneLanghorne, PA 1904 7SUBJECT: Complaint against Pet's Best Insurance akalndependencre American Insurance Company.DATE: March 11, 2020I would Iike to issue a formal complaint against Pet's Best akaIndependence American Insurance Company for refusing to covermedical expenses for my pet can nine "Boomer".We have clients of Pet's Best insurance since 2013 andrefusing cover medical expenses for Boomer related to his newlydiagnosed Cushings disease which he tested positive for in August 2019.The reason Pet's Best refuses to cover Boomer's Cushings medicalexpenses as they are stating it was a "pre existing condition" backto 2013.In 2013, Boomer received his annual examination and blood work and theresults disclosed significant liver enzymes increase which can besymtomatic of Cushings disease.An ultra was performed at *** and although his liver was slightlyenlarged, there were no other indications of Cushings disease.Veterinarian review of Boomer's past medical records disclosed that forchronic trachitis, Boomer had been on cortosoid medication for a coupleof years which is also a significant contributor to high liver enzymesDiscussion with Dr. M at *** and Dr. P at ***Veterinary Hospital resulted in Boomer being taken off the cortisoid andplaced on a medication with less adverse results.Follow up blood work every 3 months noted that Boomer's liver enzymesreduced from over 1,000 down to the 500 range and then in the 400 range.Annual blood work performed annually on Boomer during wellnessexaminations did not note any significant increases in liver enzymes andwith no other indicators such as loss of hair; increased thirst; increasedurination; decreased appetite resulted in the Veterinarians rulin goutCushings disease.In addition, life expectancy of a cannine with untreated Cushingsdisease is 3 years with multiple complications during this period.Boomer from 2013 to 2019 with no Cushings symptoms what soever - double the life expectancy of 3 years.Finally in 2018 Boomer developed diabetes and is currently taking dailyinjections to keep it under control.With the diabetes came blindness which we elected to have cataractsurgery performed to regain his sight. This was very successful and maxedout our $5,000.00 coverage with Pet's Best Insurance. (THE TOTAL COSTOF THE OPERATION, FOLLOW UP; MEDICATIONS etc. EXCEEDED$8,500.00 WHICH WE PAID OUT OF POCKET.)Our Premium for Pet's Best Insurance from 2018 to 2019 was increase from $144.00per month to $178.00 per month almost a 25% increase!In 2019, Boomer developed a mass on his hind and had to operated onat CARES Hospital.This operation plus treatment for his diabetes also maxed out our$5,000.00 medical coverage with Pet's Best Insurance.Consquently, Pet's Best Insurance did 2 things to not have to pay outmore than they received from us.First, increased our monthly premium from $177.00 to $244.00 andincrease 38% and second, they determined they were not going to payfor any of Boomer's Cushings medical expenses because it wasmentioned as a possible cause (although never diagnosed orrecommended testing) because of the Cortosoid medication and thesignificant decrease in his liver enzymes after hw stopped taking cotisonefor his trachitis plus NO other recognized indicators of Cushingsi.e. loss of hair; increased thirst; increased urination etc.When Pet Best Insurance informed us that they were not going coverany of Boomer's Cushings Medical bills, Boomer's primary Veterinarain Dr.Jarron G, DVM; Boomer's Internal Medicine Veterinarian Dr. JessicaM***; Boomer's Surgeon all drafted letters totally disagreeing withPet's Best rationale that this was a pre existing condition dating back to2013.Pet's Best permitted us 2 appeals and regardless of the medical factspresented the aforementioned experts in their fields, still refuses tocover any medical expenses related to Cushings disease.This is total a way of manipulating their interpretation of policy so as notto again have to pay out the max coverage of $5,000.00 and recoup someof their outlay by raisinf our premiums by 25% and then 38%.In addition requesting the Revdex.com for assistance, I also contacted theCommonwealth of Pennsylvania, Bureau of Consumer Affairs, andsubmitted an Insurance Complaint Form (copy included for yourinformation) and they have responded and assigned an Investigator tohandle this troublesome issue.All relevant documents are being included in this packet so that the Revdex.comcan make their own determination as to the unprofessional and unethicaldisplay lack of coverage based on unsupported facts.What do we want?We can stop Pefs Best from increasing our premiums in 2021 and noother Pet Insurance Company will insure a dog over 10 years old! Boomerwill be 14 August 2020.That is beyond our control, HOWEVER, having Pet's Best lnsurance coverthe medical expenses for Boomer's Cushings disease is certainly in orderand should be retroactive.If this is accomplished, then our complaint will be withdrawn.As mentioned, there are numerous letters, medical records,so that the Revdex.com has all relevant information.*** S. & *** W.
Hi ***, we received all of this information with your appeal and the claims are being reprocessed. You will receive a notification when the claims are done processing. Have a good day.
Complaint: ***
I am rejecting this response because: There is no indication of who is reviewing the appeal and what their name is, title and position . Also, there is no time frame indicated for the review to be completed. I have submitted many recent claims in addition to the appeal. I would please request more specificity to ENSURE PET'S BEST INSURANCE IS REPROCESSING THE CORRECT APPEAL. I HAVE LOST FAITH AND TRUST IN THIS COMPANY which is why I am requesting the additional information please.
Sincerely,
*** &
The claims were processed in Mr.’s favor and closed out. There's nothing more to this case. The confirmation of this was sent to Mr *** via email. Further questions regarding this case need to be communicated with our company directly. Have a nice day.
Complaint: ***
I am rejecting this response because: Regardless what I request, Pet's Best Insurance WILL NOT ANSWER THE SIMPLE QUESTION "IF MY APPEAL TO COVER EXPENSES RELATED TO
MY DOGS CUSHINGS DISEASE HAS BEEN ACCEPTED AND WITH A POSITIVE RULING"?
They keep responding that my "claims are ruled in my favor and have been processed"!
IN ADDITION TO THE APPEAL TO COVER EXPENSES RELATED TO CUSHINGS DISEASE, I ALSO HAVE SUBMITTED 6 NON - CUSHINGS RELATED CLAIMS FOR WHICH I AM AWAITING PAYMENT.
TO MAKE IT PERFECTLY CLEAR TO PET'S BEST, I AGAIN (FOR THE 3rd TIME) AM REQUESTING IF MY APPEAL WHICH THEY REJECTED TWICE HAS NOW BEEN RECONSIDERED WITH POSITIVE AGREEMENT TO PAY!
It appears that the Attorney or whomever is responding is stating that my CLAIMS (6 OUTSTANDING) have been ruled in my favor and have been processed.
I SUBMITTED THE COMPLAINT TO THE Revdex.com ONLY REGARDING THEIR 2 TIMES REJECTION OF MY APPEAL AND THEREFORE REQUEST AN ANSWER TO THEIR POSITION ON THE APPEAL.....OTHERWISE, THEIR GENERIC CURT REPLY CAN ALSO REFER TO MY 6 OUTSTANDING CLAIMS AND HAVE NOTHING TO DO WITH THE APPEAL!
SEEMS PRETTY SIMPLE TO ME BUT I WILL NOT ACCEPT A VAGUE RESPONSE THAT CAN BE RELATED TO CLAIMS OTHER THAN THE APPEAL FOR PET'S BEST TO REVERSE THEIR NON PAYMENT FOR CUSHINGS RELATED EXPENSES.......
SHOULD I WRITE IT IN ANOTHER LANGUAGE?? PRESS 1 FOR ENGLISH?? ARE THEY GOING TO PAY FOR EXPENSES RELATED TO CUSHINGS DISEASE FOR MY DOG BOOMER WHICH THEY HAVE REJECTED TWICE?????????
Sincerely,
*** & ***
*** ATTACHMENTS REDACTED BY Revdex.com
I enrolled in this insurance through Progressive, and paid my premiums. Today, I went to file a claim, but when I attempt to log into their website, it doesn’t exist. I get a “404 error,” saying the site doesn’t exist.
Did they take my money and run? Sure looks like it.
Hi ***, thank you for your review. Our website was updating and down for the night. However, its up and running now. You can always call or email our company if you have concerns. Have a good day.
I enrolled in this insurance through Progressive, and paid my premiums. Today, I went to file a claim, but when I attempt to log into their website, it doesn’t exist. I get a “404 error,” saying the site doesn’t exist.
Did they take my money and run? Sure looks like it.
Hi ***, thank you for your review. Our website was updating and down for the night. However, its up and running now. You can always call or email our company if you have concerns. Have a good day.
I enrolled in this insurance through Progressive, and paid my premiums. Today, I went to file a claim, but when I attempt to log into their website, it doesn’t exist. I get a “404 error,” saying the site doesn’t exist.
Did they take my money and run? Sure looks like it.
Hi ***, thank you for your review. Our website was updating and down for the night. However, its up and running now. You can always call or email our company if you have concerns. Have a good day.
I enrolled in this insurance through Progressive, and paid my premiums. Today, I went to file a claim, but when I attempt to log into their website, it doesn’t exist. I get a “404 error,” saying the site doesn’t exist.
Did they take my money and run? Sure looks like it.
Hi ***, thank you for your review. Our website was updating and down for the night. However, its up and running now. You can always call or email our company if you have concerns. Have a good day.
Pets best insurance, paid monthly since 2018 & when I actually needed to use my pet insurance they did nothing. I filed claims which they then needed more information for. Faxed the info 5 times, they never got it. Emailed it 3 times, they still say they never got it. Every time I called I was on hold for at least an hour. I never got responses when I emailed them.I watched my vet fax them the information they were requesting, they still closed my claims. Their customer service rep literally just confirmed to me that Petsbest has a problem receiving faxes!? Pets best raised my monthly premium without letting me know. I want all of the monthly premiums I paid refunded since 2018, because at the end of the day, they do not do what they advertise at all.
Hi ***, we are sorry to hear you had a negative experience. However, we cannot refund premiums that were earned by providing you with an insurance service. We issued cancellation of the policy and no more premiums will be collected. You may resubmit your claims with the missing medical records for review. We require 12 months of medical records from Animal Humane *** to process your claims. Have a good day.
Complaint: ***
I am rejecting this response because: you didn’t provide me with an insurance service, you took money out of my account for nothing because when I needed you I was ignored. You advertise misleading misinformation. Your claims process is a joke and I have all the email I sent which went unanswered. I paid for nothing because at the end of the day not one service was provided to me. You have already been sent the information you are requesting 3 times. Your customer service rep told me herself that you have problems receiving information. You want me to send you information a 4th time so that you can tell me its not enough Or you’re closing the claim? Your business practices are shady and I won’t stop until you pay me back. I’ll get an attorney, report you to the insurance commission and attorney general, and let every single platform know how you conduct business. I should have listened to the horrible reviews, this is apparently how you conduct business. I’ve already collected 57 bad reviews that I will move forward with and expose your business practices. Especially with the elderly pet owners. I can’t believe what I’ve read about your business practices.
Sincerely
Pets best insurance, paid monthly since 2018 & when I actually needed to use my pet insurance they did nothing. I filed claims which they then needed more information for. Faxed the info 5 times, they never got it. Emailed it 3 times, they still say they never got it. Every time I called I was on hold for at least an hour. I never got responses when I emailed them.I watched my vet fax them the information they were requesting, they still closed my claims. Their customer service rep literally just confirmed to me that Petsbest has a problem receiving faxes!? Pets best raised my monthly premium without letting me know. I want all of the monthly premiums I paid refunded since 2018, because at the end of the day, they do not do what they advertise at all.
Hi ***, we are sorry to hear you had a negative experience. However, we cannot refund premiums that were earned by providing you with an insurance service. We issued cancellation of the policy and no more premiums will be collected. You may resubmit your claims with the missing medical records for review. We require 12 months of medical records from Animal Humane *** to process your claims. Have a good day.
Complaint: ***
I am rejecting this response because: you didn’t provide me with an insurance service, you took money out of my account for nothing because when I needed you I was ignored. You advertise misleading misinformation. Your claims process is a joke and I have all the email I sent which went unanswered. I paid for nothing because at the end of the day not one service was provided to me. You have already been sent the information you are requesting 3 times. Your customer service rep told me herself that you have problems receiving information. You want me to send you information a 4th time so that you can tell me its not enough Or you’re closing the claim? Your business practices are shady and I won’t stop until you pay me back. I’ll get an attorney, report you to the insurance commission and attorney general, and let every single platform know how you conduct business. I should have listened to the horrible reviews, this is apparently how you conduct business. I’ve already collected 57 bad reviews that I will move forward with and expose your business practices. Especially with the elderly pet owners. I can’t believe what I’ve read about your business practices.
Sincerely
Pets best insurance, paid monthly since 2018 & when I actually needed to use my pet insurance they did nothing. I filed claims which they then needed more information for. Faxed the info 5 times, they never got it. Emailed it 3 times, they still say they never got it. Every time I called I was on hold for at least an hour. I never got responses when I emailed them.I watched my vet fax them the information they were requesting, they still closed my claims. Their customer service rep literally just confirmed to me that Petsbest has a problem receiving faxes!? Pets best raised my monthly premium without letting me know. I want all of the monthly premiums I paid refunded since 2018, because at the end of the day, they do not do what they advertise at all.
Hi ***, we are sorry to hear you had a negative experience. However, we cannot refund premiums that were earned by providing you with an insurance service. We issued cancellation of the policy and no more premiums will be collected. You may resubmit your claims with the missing medical records for review. We require 12 months of medical records from Animal Humane *** to process your claims. Have a good day.
Complaint: ***
I am rejecting this response because: you didn’t provide me with an insurance service, you took money out of my account for nothing because when I needed you I was ignored. You advertise misleading misinformation. Your claims process is a joke and I have all the email I sent which went unanswered. I paid for nothing because at the end of the day not one service was provided to me. You have already been sent the information you are requesting 3 times. Your customer service rep told me herself that you have problems receiving information. You want me to send you information a 4th time so that you can tell me its not enough Or you’re closing the claim? Your business practices are shady and I won’t stop until you pay me back. I’ll get an attorney, report you to the insurance commission and attorney general, and let every single platform know how you conduct business. I should have listened to the horrible reviews, this is apparently how you conduct business. I’ve already collected 57 bad reviews that I will move forward with and expose your business practices. Especially with the elderly pet owners. I can’t believe what I’ve read about your business practices.
Sincerely
Pets best insurance, paid monthly since 2018 & when I actually needed to use my pet insurance they did nothing. I filed claims which they then needed more information for. Faxed the info 5 times, they never got it. Emailed it 3 times, they still say they never got it. Every time I called I was on hold for at least an hour. I never got responses when I emailed them.I watched my vet fax them the information they were requesting, they still closed my claims. Their customer service rep literally just confirmed to me that Petsbest has a problem receiving faxes!? Pets best raised my monthly premium without letting me know. I want all of the monthly premiums I paid refunded since 2018, because at the end of the day, they do not do what they advertise at all.
Hi ***, we are sorry to hear you had a negative experience. However, we cannot refund premiums that were earned by providing you with an insurance service. We issued cancellation of the policy and no more premiums will be collected. You may resubmit your claims with the missing medical records for review. We require 12 months of medical records from Animal Humane *** to process your claims. Have a good day.
Complaint: ***
I am rejecting this response because: you didn’t provide me with an insurance service, you took money out of my account for nothing because when I needed you I was ignored. You advertise misleading misinformation. Your claims process is a joke and I have all the email I sent which went unanswered. I paid for nothing because at the end of the day not one service was provided to me. You have already been sent the information you are requesting 3 times. Your customer service rep told me herself that you have problems receiving information. You want me to send you information a 4th time so that you can tell me its not enough Or you’re closing the claim? Your business practices are shady and I won’t stop until you pay me back. I’ll get an attorney, report you to the insurance commission and attorney general, and let every single platform know how you conduct business. I should have listened to the horrible reviews, this is apparently how you conduct business. I’ve already collected 57 bad reviews that I will move forward with and expose your business practices. Especially with the elderly pet owners. I can’t believe what I’ve read about your business practices.
Sincerely
I submitted a few claims for both of my dogs. None of the claims were outside of what the policy covers. As I got closer to reaching my $500 deductable for each dog they started deny my claims saying that they couldn't get in touch with a vet that I had send my dog to, which I never sent that dog to. I told them I hadn't taken him to the vet they claimed I did and they never got back to me. I then reached out over 4 times asking to cancel my insurance via chat and email and they have never returned my emails or called me.
Hi ***, there are only two claims closed, not denied, for lack of medical records. We contacted you by email and phone to let you know we are missing medical history dating back to 5/2018. Once we receive this information, we can reopen claims *** and ***. Per your policy, you agree to provide medical records for claim processing or accept claim denial. Additionally, should you choose to cancel your policy, a full refund of all premiums will not be provided as you carried a service with our company and claims were processed. We will issue a prorated refund of the unearned premium. Let us know if you have other questions.
Complaint: ***
I am rejecting this response because:I have reached out multiple times to pets best via email and chat to get the claims reopened and they have failed to respond. I have been asking for a refund and to cancel my insurance since December of 2019. I would like a refund for December, January, February, and March.
They failed to return my messages and chats to help resolve my issue when I tried reaching out multiple times.
Sincerely
I submitted a few claims for both of my dogs. None of the claims were outside of what the policy covers. As I got closer to reaching my $500 deductable for each dog they started deny my claims saying that they couldn't get in touch with a vet that I had send my dog to, which I never sent that dog to. I told them I hadn't taken him to the vet they claimed I did and they never got back to me. I then reached out over 4 times asking to cancel my insurance via chat and email and they have never returned my emails or called me.
Hi ***, there are only two claims closed, not denied, for lack of medical records. We contacted you by email and phone to let you know we are missing medical history dating back to 5/2018. Once we receive this information, we can reopen claims *** and ***. Per your policy, you agree to provide medical records for claim processing or accept claim denial. Additionally, should you choose to cancel your policy, a full refund of all premiums will not be provided as you carried a service with our company and claims were processed. We will issue a prorated refund of the unearned premium. Let us know if you have other questions.
Complaint: ***
I am rejecting this response because:I have reached out multiple times to pets best via email and chat to get the claims reopened and they have failed to respond. I have been asking for a refund and to cancel my insurance since December of 2019. I would like a refund for December, January, February, and March.
They failed to return my messages and chats to help resolve my issue when I tried reaching out multiple times.
Sincerely
I submitted a few claims for both of my dogs. None of the claims were outside of what the policy covers. As I got closer to reaching my $500 deductable for each dog they started deny my claims saying that they couldn't get in touch with a vet that I had send my dog to, which I never sent that dog to. I told them I hadn't taken him to the vet they claimed I did and they never got back to me. I then reached out over 4 times asking to cancel my insurance via chat and email and they have never returned my emails or called me.
Hi ***, there are only two claims closed, not denied, for lack of medical records. We contacted you by email and phone to let you know we are missing medical history dating back to 5/2018. Once we receive this information, we can reopen claims *** and ***. Per your policy, you agree to provide medical records for claim processing or accept claim denial. Additionally, should you choose to cancel your policy, a full refund of all premiums will not be provided as you carried a service with our company and claims were processed. We will issue a prorated refund of the unearned premium. Let us know if you have other questions.
Complaint: ***
I am rejecting this response because:I have reached out multiple times to pets best via email and chat to get the claims reopened and they have failed to respond. I have been asking for a refund and to cancel my insurance since December of 2019. I would like a refund for December, January, February, and March.
They failed to return my messages and chats to help resolve my issue when I tried reaching out multiple times.
Sincerely