We apologize for the customer’s disappointment with their recent experience The customer spoke with a representative on June 22, and signed up for our 24PetWatch Essential Policy, effective June 23, On this call, the customer was read a checklist indicating the customer’s policy will continue to run until the policy holder contacts us to advise otherwise Each renewal the customer would have received policy documents which also indicate the policy will automatically renew unless the customer mentions otherwise As per the customer’s selected policy terms and conditions: Section – Our Service to You POLICY RENEWAL Upon each anniversary date of the Policy Term, the Policy and payment method will be extended for a further Policy Term, subject to and in consideration of the receipt of premium, unless we are advised otherwise by You, in writingPrior to expiration of the Policy Term, We will provide notice to you with full details of Your next year’s Policy premium, deductible and co-payment and any other changes to the Policy for Your renewed term We did not receive any communication from the customer about cancellation until their call on January 27, 2017; where the customer was advised we can cancel the policy; however, it would be moving forward As per the customer’s selected policy terms and conditions: Section – Your Right to Cancel Please note the following with respect to cancelling Your Policy; If You cancel Your Policy, We will refund You any unearned premium paid subject to the retention of a minimum of one month premium as soon as practicable.We have cancelled the customer’s policy effective February 22, and no further premiums will be charged to them The customer will receive a cancellation letter in the mail There has been no information submitted to the credit bureau regarding the customer’s account.We take our customers’ feedback very seriously as we are constantly looking to improve our product and service offerings[redacted] Customer Solutions Specialist [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
My vet chipped my dog with 24PetWatch, and nowhere in the information was the requirement to pay an annual fee or a lifetime fee My first dog was chipped and there was no fee I just received an email saying "you are up for renewal." I am rechipping my dog with another company They are scammers They have multiple addresses and phone numbers but are based in Ontario Canada
We apologize for the customer’s disappointment with their recent experience.We issue policy documents annually for our customers’ renewals days prior to their renewal date On August 2, we issued a renewal package to the customer including the new premium for the upcoming policy term.As per the customer’s selected terms and conditions:NOTICE OF CHANGEWe reserve the right to make any changes to the Policy upon notice,including but not limited to Rates, Premiums, Fees, Coverage, Exclusions,Maximum Benefit Amounts, Deductibles, and/or Co-paymentIf we increaseYour renewal premium, or make a change to Your Policy we will mail or fax oremail written notice of our offer to renew days before the effective dateof the changeNotice will be delivered to Your last known contact details onfile.This premium increase was larger than our previous increasesWe recently changed underwriters in the United States, and a part of this transition involved undergoing a comprehensive review of our product offerings and a complete market analysisIt was determined, at that time, that a rate increase was required to reflect the actual costs and frequency of treatments and illness for all insured petsIn order to allow us to continue offering the insurance products that our customers expect, and to ensure our products’ sustainability, a rate increase was necessary in order to ensure that the premiums charged reflect the indemnity offered by our productsWe are confident that our new premiums better reflect the high level of care and protection our insurance products provide while still being very competitive in the marketPlease be advised that we have reviewed the customer’s policy, and the latest information provided to the customer regarding their policy premiums has been verified as correct Ensuring that our products provide our customers with access to the best possible care for their pets, and enabling them to have peace of mind knowing that they can rely on our products throughout the duration of their pets’ lives is of the utmost importance to us.We encourage the customer to reach out to one of our customer service representatives to hear about the options available for downgrading coverage to find a premium that better suits their needs [redacted] Customer Solutions Specialist [redacted]
Initial Business Response / [redacted] (1000, 6, 2014/08/22) */ Contact Name and Title: [redacted] Director Contact Phone: X-XXX-XXX-XXXX x [redacted] Contact Email: [redacted] @pethealthinc.com All fees collected have been refunded and we have contacted the client to resolve the matter Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have to wait and see because their employee [redacted] told me, by phone, that they sent me a refund check, but I have not received it [redacted] did say it would take awhile because the check originates in [redacted] goes to an office in the U.S., and then to meI can't consider this closed until I actually get the check and it clears my bank Final Consumer Response / [redacted] (3000, 11, 2014/09/10) */ I previously advised [redacted] said they were sending a check but I hadn't received it yetThis is an update to let you know I still have not received itIt has been months since I first told them that I did not want their service and to give me a refundAt the time I told them this, they hadn't cashed my check but they then cashed it even though I had informed them I did not want the service Final Business Response / [redacted] (4000, 16, 2014/09/25) */ We have been in contact with the Consumer and have resolved the refund issue
We apologize for the customer’s disappointment with their recent claim experience The customer’s original claim submission was incomplete as it was missing medical recordsAn email advising of this was sent to the customer on April 5th, As per the customer’s selected policy Terms and Conditions: Section – HOW TO CLAIM COMPLETING THE CLAIM FORM Complete the sections on the claim form indicated to be completed by YouAsk Your Veterinarian to complete the sections indicated to be completed by the VeterinarianBe sure the Veterinarian has signed the Veterinarian Declaration and used the clinic stampYou sign the customer declarationCollect the detailed paid invoices and Your Pet’s medical records On June 12th, we received a completed claim form, invoice # [redacted] totaling $and updated medical records The customers claim was processed on June 13th, and reimbursement of $was made via check [redacted] Customer Solutions Manager [redacted]
Complaint: [redacted] I am rejecting this response because:This company is stating that my pets illness is pre-existing to my policy but they have people there that can not read and understand the claim forms or the veterinary medical chartsMy pets condition was not symptomatic until Novand not diagnosed till January So how is this pre-existing to my policyThe person reviewing my claim form clearly does not know anything about pet medical recordsIt was clearly stated on Oct by the veterinarian that my pet had a list of symptoms that are covered by their "gift" insurance and my pet was treated for these and only these symptoms, but the claim was deniedThey see that I have large amounts of money on the claim forms and they are making up excuses not to cover my claimsI am demanding a complete review of all my claims and veterinary records to prove that the condition my pet has was not diagnosed or treated until after I bought and paid for my pet insurance Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Although they've now refunded the money for the cancelled policy which was posted June 8th, and paid out the claim I want it noted that it wasn't until the media became involved that they willingly paid out the claim I am adamant that they not be able to close this claim and continue to have an A+ rating when the only reason they eventually paid out the claim was under the pressure and scrutiny of the Revdex.com and the advocacy of [redacted] from [redacted] I honestly believe that they made every effort to delay paying out our claim using stalling tactics pressuring the consumer into either giving up on the claim or in the case of some consumers being unable to support their claim with the paperwork as we did Although they still claim that they did not have all the supporting records and documentation in their response and that it wasn't until they called our vet in June that they were able to have the necessary documentation to adjust our claim and eventually pay it out, our vet has a date stamped facsimile showing that they sent the information to 24Hour Pet Watch previously, which demonstrates their dishonesty I question whether just because they've now paid out the claim that they should now be able to retain an A+ rating with the Revdex.com considering the documentation we have in place to support their dishonesty Sincerely, [redacted]
We apologize for the customer’s disappointment with their renewal experience On October 20, a renew package was issued to the customer, including their renewal date, renewal premium and notice to the customer that their policy will automatically renew until cancelled by the Insurer or the Insured As per the customer’s selected policy terms and conditions: Section – OUR SERVICE TO YOU CPOLICY RENEWAL Upon each anniversary date of the Policy Term, the Policy and payment method will be extended for a further Term, subject to and in consideration of the receipt of premium, unless We are advised otherwise by You, in writing We will write to You before Your Policy expires with full details of Your next year’s Policy premium, Deductible and Co-Payment and any other changed to the Policy for Your renewed term.We received a written request from the customer on February 7, and policy was cancelled effective January 27, and a refund of premium in the amount of $has been sent to the customer We take our customers’ feedback very seriously as we are constantly looking to improve our product and service offerings[redacted] Customer Solutions Specialist [redacted]
We apologize for the customer’s disappointment with their recent experience The customer spoke with a representative on June 22, and signed up for our 24PetWatch Essential Policy, effective June 23, On this call, the customer was read a checklist indicating the customer’s policy will continue to run until the policy holder contacts us to advise otherwise Each renewal the customer would have received policy documents which also indicate the policy will automatically renew unless the customer mentions otherwise As per the customer’s selected policy terms and conditions: Section – Our Service to You POLICY RENEWAL Upon each anniversary date of the Policy Term, the Policy and payment method will be extended for a further Policy Term, subject to and in consideration of the receipt of premium, unless we are advised otherwise by You, in writingPrior to expiration of the Policy Term, We will provide notice to you with full details of Your next year’s Policy premium, deductible and co-payment and any other changes to the Policy for Your renewed term We did not receive any communication from the customer about cancellation until their call on January 27, 2017; where the customer was advised we can cancel the policy; however, it would be moving forward As per the customer’s selected policy terms and conditions: Section – Your Right to Cancel Please note the following with respect to cancelling Your Policy; If You cancel Your Policy, We will refund You any unearned premium paid subject to the retention of a minimum of one month premium as soon as practicable.We have cancelled the customer’s policy effective February 22, and no further premiums will be charged to them The customer will receive a cancellation letter in the mail There has been no information submitted to the credit bureau regarding the customer’s account.We take our customers’ feedback very seriously as we are constantly looking to improve our product and service offerings[redacted] Customer Solutions Specialist [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
My vet chipped my dog with 24PetWatch, and nowhere in the information was the requirement to pay an annual fee or a lifetime fee My first dog was chipped and there was no fee I just received an email saying "you are up for renewal." I am rechipping my dog with another company They are scammers They have multiple addresses and phone numbers but are based in Ontario Canada
We apologize for the customer’s disappointment with their recent experience.We issue policy documents annually for our customers’ renewals days prior to their renewal date On August 2, we issued a renewal package to the customer including the new premium for the upcoming policy term.As per the customer’s selected terms and conditions:NOTICE OF CHANGEWe reserve the right to make any changes to the Policy upon notice,including but not limited to Rates, Premiums, Fees, Coverage, Exclusions,Maximum Benefit Amounts, Deductibles, and/or Co-paymentIf we increaseYour renewal premium, or make a change to Your Policy we will mail or fax oremail written notice of our offer to renew days before the effective dateof the changeNotice will be delivered to Your last known contact details onfile.This premium increase was larger than our previous increasesWe recently changed underwriters in the United States, and a part of this transition involved undergoing a comprehensive review of our product offerings and a complete market analysisIt was determined, at that time, that a rate increase was required to reflect the actual costs and frequency of treatments and illness for all insured petsIn order to allow us to continue offering the insurance products that our customers expect, and to ensure our products’ sustainability, a rate increase was necessary in order to ensure that the premiums charged reflect the indemnity offered by our productsWe are confident that our new premiums better reflect the high level of care and protection our insurance products provide while still being very competitive in the marketPlease be advised that we have reviewed the customer’s policy, and the latest information provided to the customer regarding their policy premiums has been verified as correct Ensuring that our products provide our customers with access to the best possible care for their pets, and enabling them to have peace of mind knowing that they can rely on our products throughout the duration of their pets’ lives is of the utmost importance to us.We encourage the customer to reach out to one of our customer service representatives to hear about the options available for downgrading coverage to find a premium that better suits their needs [redacted] Customer Solutions Specialist [redacted]
Initial Business Response / [redacted] (1000, 6, 2014/08/22) */ Contact Name and Title: [redacted] Director Contact Phone: X-XXX-XXX-XXXX x [redacted] Contact Email: [redacted] @pethealthinc.com All fees collected have been refunded and we have contacted the client to resolve the matter Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have to wait and see because their employee [redacted] told me, by phone, that they sent me a refund check, but I have not received it [redacted] did say it would take awhile because the check originates in [redacted] goes to an office in the U.S., and then to meI can't consider this closed until I actually get the check and it clears my bank Final Consumer Response / [redacted] (3000, 11, 2014/09/10) */ I previously advised [redacted] said they were sending a check but I hadn't received it yetThis is an update to let you know I still have not received itIt has been months since I first told them that I did not want their service and to give me a refundAt the time I told them this, they hadn't cashed my check but they then cashed it even though I had informed them I did not want the service Final Business Response / [redacted] (4000, 16, 2014/09/25) */ We have been in contact with the Consumer and have resolved the refund issue
We apologize for the customer’s disappointment with their recent claim experience The customer’s original claim submission was incomplete as it was missing medical recordsAn email advising of this was sent to the customer on April 5th, As per the customer’s selected policy Terms and Conditions: Section – HOW TO CLAIM COMPLETING THE CLAIM FORM Complete the sections on the claim form indicated to be completed by YouAsk Your Veterinarian to complete the sections indicated to be completed by the VeterinarianBe sure the Veterinarian has signed the Veterinarian Declaration and used the clinic stampYou sign the customer declarationCollect the detailed paid invoices and Your Pet’s medical records On June 12th, we received a completed claim form, invoice # [redacted] totaling $and updated medical records The customers claim was processed on June 13th, and reimbursement of $was made via check [redacted] Customer Solutions Manager [redacted]
Complaint: [redacted] I am rejecting this response because:This company is stating that my pets illness is pre-existing to my policy but they have people there that can not read and understand the claim forms or the veterinary medical chartsMy pets condition was not symptomatic until Novand not diagnosed till January So how is this pre-existing to my policyThe person reviewing my claim form clearly does not know anything about pet medical recordsIt was clearly stated on Oct by the veterinarian that my pet had a list of symptoms that are covered by their "gift" insurance and my pet was treated for these and only these symptoms, but the claim was deniedThey see that I have large amounts of money on the claim forms and they are making up excuses not to cover my claimsI am demanding a complete review of all my claims and veterinary records to prove that the condition my pet has was not diagnosed or treated until after I bought and paid for my pet insurance Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Although they've now refunded the money for the cancelled policy which was posted June 8th, and paid out the claim I want it noted that it wasn't until the media became involved that they willingly paid out the claim I am adamant that they not be able to close this claim and continue to have an A+ rating when the only reason they eventually paid out the claim was under the pressure and scrutiny of the Revdex.com and the advocacy of [redacted] from [redacted] I honestly believe that they made every effort to delay paying out our claim using stalling tactics pressuring the consumer into either giving up on the claim or in the case of some consumers being unable to support their claim with the paperwork as we did Although they still claim that they did not have all the supporting records and documentation in their response and that it wasn't until they called our vet in June that they were able to have the necessary documentation to adjust our claim and eventually pay it out, our vet has a date stamped facsimile showing that they sent the information to 24Hour Pet Watch previously, which demonstrates their dishonesty I question whether just because they've now paid out the claim that they should now be able to retain an A+ rating with the Revdex.com considering the documentation we have in place to support their dishonesty Sincerely, [redacted]
We apologize for the customer’s disappointment with their renewal experience On October 20, a renew package was issued to the customer, including their renewal date, renewal premium and notice to the customer that their policy will automatically renew until cancelled by the Insurer or the Insured As per the customer’s selected policy terms and conditions: Section – OUR SERVICE TO YOU CPOLICY RENEWAL Upon each anniversary date of the Policy Term, the Policy and payment method will be extended for a further Term, subject to and in consideration of the receipt of premium, unless We are advised otherwise by You, in writing We will write to You before Your Policy expires with full details of Your next year’s Policy premium, Deductible and Co-Payment and any other changed to the Policy for Your renewed term.We received a written request from the customer on February 7, and policy was cancelled effective January 27, and a refund of premium in the amount of $has been sent to the customer We take our customers’ feedback very seriously as we are constantly looking to improve our product and service offerings[redacted] Customer Solutions Specialist [redacted]