PTZ Insurance Agency, Ltd.

submit a claim and all paperwork they asked for, call them a week later and they need more paperwork (but never asked for it), you gather more paperwork and submit it. (This is when the scam really starts) They submit your paperwork to a new claim "on accident", though it seems to happen a lot. Then they deny your first claim and don't ever combine all of the paperwork into any one claim. they repeat this over and over. in my opinion this is blatant and purposeful insurance fraud and a class action should be started.

We apologize for the customer’s recent claim experience size="3"> Management has reviewed the claim, and we have reassessed the customer’s claim for their pet’s Fractured Tooth as this was a trauma related conditionReimbursement in the amount of $has been made for this portion of the claim via direct deposit Unfortunately, we were unable to provide coverage for the portion of the customer’s claim for Dental Cleaning, as the 24Petwatch Classic policy does not provide dental coverageAs per the customer’s selected policy terms and conditions: Section – EXCLUSIONS Dental and orthodontic health care, Dental Treatment, Dental procedures and/or Dental diseases including but not limited to Treatment of the teeth and gums, dental caries (cavities), gingivitis, periodontitis, retained deciduous teeth, malocclusion, periodontal disease, root canals, caps, crowns, or abscessed teeth, unless otherwise specifically covered by Our Dental Fees Endorsement, and coverage is in force under that Dental Fees Endorsement As a matter of priority, insurance customers are not guaranteed coverage over the phone Lukasz [redacted] Manager, Customer Solutions T: [redacted] E: lukasz[redacted] @pethealthinc.com

Please be advised that this is a duplicate complaint, and will be responded to through the Indiana DOI.We consider this case closed[redacted] Manager, Customer Solutions [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]

I have wasted over hours in two separate phone calls on hold to 24PetWatch XXX-XXX-XXXX! This is ABSOLUTELY UNACCEPTABLE customer service I have been trying to notify this company my pet is gone and to cancel his pet insurance coverage There is no mailing address for the company, only a PO box so I cannot send a certified letter This company should be put out of business I would hate to think what would happen if I actually had to file a claim or report my pet missing I am appauled at this horrible service

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 meThank you for assisting me in getting my claims paid Sincerely, [redacted]

Please note that as per the customer’s Document of Insurance the $deductible is applied once per policy yearThe customer’s policy term renews on May 10th each year and any claims made after that date will be applied towards the deductible until it has been satisfiedThe invoices that were processed on July 22nd, were for treatment on June 21st, and June 28th, 2016, which were the first claims for the customer’s 2016/policy termThe deductible has now been met until the customer’s renewal on May 10th, [redacted] Customer Solutions Manager [redacted]

The customer’s claim was submitted for $969.22, a portion of the claim was applied toward the customer’s deductible There is also a large portion of the claim that was a duplication to a previously processed claim We have provided the customer with a copy of the Explanation of Benefits via email and we encourage them to reach out to our Customer Care Unit if they have any questions about their Explanation of Benefits[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 Thank you Sincerely, [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 as a rehash of what their customer service representative stated during my phone conversationI am sure Pet Watch and their parent offices take customer service seriously as testified by their near uniform (out of 5) star aggregate reviews on the Revdex.com Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] They have also directly contacted me regarding this matter, and we were able to resolve the issue Thank you so very much for your assistance with this matter Sincerely, [redacted]

We apologize for the customer’s disappointment with their recent policy renewals After a comprehensive review of our product offerings and a market analysis it was determined that a rate increase was required to reflect the actual costs and frequency of treatments and illness for all insured petsThere are a number of new and innovative veterinary treatments available to pet owners and to ensure we maintain a sustainable insurance product, a rate increase was necessary to reflect treatment options used by our customersWe 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 market Please be advised that we have reviewed the customer’s policies, and the latest information provided to the customer regarding their policy premiums has been verified as correctEnsuring 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 usIn 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 products We take our customers’ feedback very seriously as we are constantly looking to improve our product and service offerings

We want to apologize for the customer’s recent experience, as well as offer our condolences for the loss of their pet We have reached out to the client and made the appropriate correction of cancelling their policy effective May 12, The customer was provided with a total refund amount of $ [redacted] Customer Solutions Manager [redacted]

If I am unable to demand that the company apologize for essentially failing in their auditing of my account then I will pursue the apology directly from the company in that case I would still like it to be public record that this company would not have refunded my money had I NOT PURSUED the discovery of the third policy Thank you

We apologize for the customer’s disappointment with their recent service and claims experience Due to an internal error the customer’s claim was closed for missing information Once this error was detected, the customer’s claim was re-opened and we are happy to advise that their claim was processed on November 23, and reimbursement of $was paid via check.We have been in contact with the customer to discuss their concerns and advised when claim was completed and an Explanation of Benefits was providedWe take our customers’ feedback very seriously as we are constantly looking to improve our product and service offerings [redacted] Sales and Service Supervisor [redacted]

We apologize for the customer’s frustration about their policy coverage and recognize that this is a difficult situation On October 12, 2016, we issued a notice to the client that the coverage underwritten by [redacted] would expire at the end of the current policy term, December 10, At that time, despite our best efforts, we did not have a replacement product to offer We followed up with a second letter on November 1, 2016, to inform the customer that we still did not have a product to offer We wanted to be transparent about the situation and realistic about the potential negative impact to existing coverage so that customers would have an opportunity to find alternate coverage On December 21, 2016, the 24PetWach Pet Insurance Programs forms, underwritten by The [redacted] Insurance Company, were approved by the state of FloridaWe are working internally to implement the product offering in Florida to current and future customers as soon as possible Unfortunately, some customers may be negatively impacted from a gap in coverageWe will reach out directly to Ms [redacted] to discuss the matter and find an amicable resolutionSincerely, [redacted] Customer Solutions Specialist [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/03/28) */ Please be advised that Management has reviewed the claims and medical history on file and based on this review, the original declination of this claim stands. The condition being claimed for is unavailable for coverage as it is not a... named peril under the eligible illnesses/accidents covered by the Gift of Insurance. Please note the Gift Policy offers coverage for the following 9 named perils; Foreign Body Ingestion Removal, Bone Fractures, Motor Vehicle Accident, Defined Poison Ingestion, Lacerations, Insect Bites/Stings, Ear Illnesses, Eye Illnesses, Flea Allergy Dermatitis, and the following 7 Infectious Diseases: Intestinal Parasites, Urinary Tract Infections, Upper Respiratory Infections, Mange/Mite/Ringworm Infections, Parvovirus/Feline Panleukopenia, Heartworm Disease, and Tick Borne Disease. Secondly, the condition being claimed for is pre-existing to the core policy effective date and therefore unavailable for coverage. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Insurance companies are crooks whether it's for humans, pets, autos, etc etc etc. I will have to live with this decision but hope they do not cheat future customers like they cheated me. I have also notified the [redacted] of the United States on this company's practices.

Initial Business Response / [redacted] (1000, 7, 2015/07/07) */ Contact Name and Title: [redacted] Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @pethealthinc.com We apologize for any misunderstanding the customer might have experienced during the purchase of their policy onlineWe take our customers' feedback seriously to ensure we are providing a consistent experience across our online and telephone channelsOur goal is to ensure that our customers have access to accurate and informative information when purchasing policies online or by phonePolicy Terms and Conditions are available on the insurance pages of the 24PetWatch website, as well as presented at the time of check-out when purchasing a policy onlineAll customers must indicate that they have read and agree to the Terms and Conditions before the purchase is completeWe follwith a policy document package after each purchase outlining the coverage purchased, and Terms and Conditions of the policyIn addition to this, our customer service agents are trained to provide ongoing policy education at times we are contacted by our customersThe coverage option chosen by the customer is an accident and illness policy that does not cover preventative care and medications or routine visitsUpon review, in addition to [redacted] being ineligible for coverage under the policy, the customer's claims have also not met the deductible as outlined in the policy terms and conditions

On May 4, a reassessment of the deductibles in question was completed On May 5, a reimbursement check was issued to the customer in the amount of $ We have emailed the Explanation of Benefits for this reassessment to the customer for their records.We are committed to working with the customer to help them understand the outcome of their reassessment and encourage the customer to reach out to one of our Customer Solutions Specialist directly with any further questions or concerns Jennifer Traversa Customer Solutions Specialist [redacted]

We apologize for the customer’s disappointment with their recent claim experience On April 26th, we received a completed claim form, paid invoices and medical records for treatment on April 21st, and April 26th, As this was the first claim that we had received for [redacted] we do require his full medical records in order to be able to process the submitted claim As per the customer’s selected policy Terms and Conditions: Section – HOW TO CLAIM Your Pet’s complete medical history/records are required to process Your claim On May 24th, we emailed the customer to request the additional medical recordsOn May 25th, the client called and advised that the clinic would be faxing us the required medical records, however no records were receivedOn May 27th, the clinic called to advise that they would be sending in medical recordsThe records received were for the April treatment dates onlySince full medical records were not received, the claim was completed and declined until the full medical history could be obtained We contacted the [redacted] Animal Hospital and requested and received full medical records on June 15th, The customers claim was reassessed on June 15th, and reimbursement of $was made via check [redacted] Customer Solutions Manager [redacted]