PTZ Insurance Agency, Ltd.

We apologize for the customer’s disappointment with their recent experience. We take our customers’ feedback very seriously, and to hear this customer has yet to receive their claim reimbursement after many follow ups is concerning. We reached out to our Finance department as we see a
request to courier a replacement check was made on February 14, 2017. Due to an internal error, this check was placed in the mail on February 22, 2017. We reached out to the customer and advised them of this error on March 6, 2017. We have reissued the claim check for $and have had it couriered to the customer on March 6, 2017. *** *** Customer Solutions Specialist *** *** ***
***

Complaint:
I am rejecting this response because:My policy was in effect on Nov23rd not the 26th as stated in the emailWhile the insurance was a gift I took out the policy and paid for the first monthThe dog had an ear infection which is coveredI have tried to call many times and they do not answer the phone, I have written letters with no replyI have tried to cancel this policy and can not contact anyoneI have notified the bank not to make anymore paymentsIf this is a legal business(this I doubt) then they have the worst customer service I have ever seen.Revdex.com should make their clients aware of this company's policies
Sincerely,
Nancy ***

Complaint: ***
I am rejecting this response because:How can you send a letter from last November to tell me there will be changes in and expect people to remember? I am sure I am not the only one that is in angry mode and wants their money back. This is unacceptable
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
My cats of been insured for six years, my rates more than doubled, I have never made a claimThis is just unfairI had to cancel because I can't afford the insurance any longer so the six years I paid was worth nothing.
Sincerely,
*** ***

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 recent experience with their trial cancellation. On November 28, the customer sent a message to our Live Chat representatives requesting cancellation of the policy once the trial ends. The response to the customer advised their options for
cancellation are email, mail or phone. The customer submitted a cancellation request via email on December 1, 2016. The first premium was due to be processed on December 1, 2016. Due to an internal error that has now been corrected, we did not process the cancellation on December 1, when the request was received We offer our sincere apologies for this errorWe have cancelled the customer’s policy effective the end of the trial, November 30, and a refund of $has been provided. The customer should receive the refund in approximately 5-business days depending on their financial institution. The customer will also receive a cancellation letter in the mail. We take our customers’ feedback very seriously as we are constantly looking to improve our product and service offerings. *** *** Customer Solutions Specialist*** *** ***
***

PTZ Insurance Agency is the administrator of pet insurance products in the United States responding on behalf of North River Insurance Company and Praetorian Insurance Company
"">We apologize for the customer's disappointment with their recent service and claims 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, effective October 11, As per the customer's selected terms and conditions: Section – Our Service to You NOTICE OF CHANGE We 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 increase Your renewal premium, or make a change to Your Policy we will mail or fax or email written notice of our offer to renew days before the effective date of the changeNotice will be delivered to Your last known contact details on file 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 market Please 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 knowing that they can rely on our products throughout the duration of their pets' lives is of the utmost importance to us The claims referenced in the complaint are subject to the policy underwritten by Praetorian Insurance Company A claim received from the customer on September 6, was completed on October 27, and the customer was reimbursed $via check. A large portion of this claim was declined as the customer's selected policy, 24PetWatch Champion, does not offer coverage for Preventative Care or Routine treatments. A portion of the claim was also applied to satisfy the $annual deductible. Section – EXCLUSIONS We will not reimburse and pay for any expenses related to: Preventative Care and Routine Treatment intended for the maintenance of good health of Your PetThis includes but is not limited to Vaccinations (including Vaccine Titers), prophylactic medications (such as heartworm, lice, internal parasites and fleas), spaying (including for pregnancy or pyometra), neutering (including cryptorchid neuters), and anal gland expressions, unless otherwise specifically covered by Our Wellness Endorsement and coverage is in force under that Wellness Endorsement A claim received from the customer on September 8, was completed on October 31, and the customer was reimbursed $via check. We take our customers' feedback very seriously as we are constantly looking to improve our product and service offerings. We are also committed to working with the customer to help them understand the outcome of their claims [redacted] Customer Solutions Specialist [redacted]

We apologize for the customer’s experience.We have contacted our payment processor, and have
confirmed that the chargeback in the amount of $107.50 had been reversed by the
customer’s bank. We have issued a refund check in the amount of $107.50 which
will be couriered to the customer. [redacted]...

[redacted]Manager, Customer SolutionsT: [redacted]E[redacted]

Initial Business Response /* (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 online. We...

take our customers' feedback seriously to ensure we are providing a consistent experience across our online and telephone channels. Our goal is to ensure that our customers have access to accurate and informative information when purchasing policies online or by phone. Policy 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 online. All customers must indicate that they have read and agree to the Terms and Conditions before the purchase is complete. We follow-up with a policy document package after each purchase outlining the coverage purchased, and Terms and Conditions of the policy. In addition to this, our customer service agents are trained to provide ongoing policy education at times we are contacted by our customers. The coverage option chosen by the customer is an accident and illness policy that does not cover preventative care and medications or routine visits. Upon 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.

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, 2016....

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 Florida. We 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 coverage. We will reach out directly to Ms. [redacted] to discuss the matter and find an amicable resolution. Sincerely, [redacted]       Customer Solutions Specialist [redacted]

Complaint: [redacted]
I am rejecting this response because:the rebuttal does not make sense. [redacted] was born in 2006 and therefore did not have Artrhitis in 2008 or before I had my first policy of quick care gold for him.you still have not answered the question as to why last year,2015, your company paid for [redacted] Artrhitis medication  - at least 3-4 times -  And now, this year 2016 you have not and said it was a pre-existing condition.  Your interpretation and what what was said to me by representatives regarding pre-existing conditions continues to be somewhat enigmatic and confusing. None of them had pre existing conditions prior to their first policy. [redacted] had his policy I believe since 2005 and [redacted] in 2007 or 8 - Again, [redacted] did not have arthritis at two years old or prior.  They had the same policy type until 2015; when I went to Super for [redacted] and Champion for [redacted]  What would be clear to me is if  your Company can show me a side by side comparison of the new policy vs the old policy and what it covers and does not cover for my dog [redacted].  Please do not send me a ream of policies that may or may not be covered, but specifically - the rebuttal  you just sent that I am currently rebuking.  Again, I am not clear as to your first paragraph where it sounds like you contradicted what was said about pre-exisiting conditions by saying, however my if it already existed prior to the policy, it won't be covered  - but [redacted] condition did not exist prior to getting his first policy I - once again - ask your company why they paid out for his arthritis medication last year - and this year they are not.  Please help me understand this antithesis.  Your company is like "1984" by [redacted] - doublespeak  -  you say one thing and mean another.  Sincerely, [redacted]      
Sincerely,
[redacted]

We apologize for the customer’s disappointment with their recent claim experience.  In June 2016 the customer submitted a complete claim form and for invoices for treatment on 03/30/16, 03/31/16, 04/04/16, and 06/02/16. Medical records were not included in the claim submission.  As per the...

customer’s selected policy terms and conditions: Section 8 - HOW TO CLAIMIncomplete Claims and/or failure to disclose the complete medical history for your pet may result in the denial of your claim An incomplete claim notice was sent to the customer on June 28th notifying them that the claim had been cancelled due to missing medical records.  The customer’s claims were not resubmitted until August 7, 2016, more than 90 days after the date of treatment.  As per the customer’s selected policy terms and conditions: Section 8 - HOW TO CLAIMAll claims for an active Policy must be submitted within 90 days of Treatment being given, unless state or provincial law provides for a shorter or longer period. The customers claim was processed on October 12, 2016 and invoices for treatment on 03/30/16, 03/31/16, and 04/04/16 were declined for late notification.  As a gesture of good faith we have allowed a reassessment for the invoices dated 03/30/16, 03/31/16, and 04/04/16. The claim was processed on December 16, 2016 and the customer will be reimbursed $828.26 via check.  [redacted]         Customer Solutions Specialist[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 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...

pets. There 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 customers. We 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 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. In 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.

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]

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]

We apologize for the customer’s disappointment with their recent claim experience. Please be advised that all claims are processed based on the information made available to us, including information contained within the claim form and medical records. Management has reviewed the customer’s...

claims and the original processing of the claims stands. The claim for [redacted] was approved in the amount of $90.00, however this amount was used to satisfy the portion of the customer’s $100.00 deductible and therefore no reimbursement was made. As per the customer’s selected policy terms and conditions: Section 6 – EXCLUSIONS 4. Any treatment related to an excluded procedure, accident and/or illness. 20. 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 Rider, and coverage is in force under that Dental Fees Rider. As per the customer’s claim form, the veterinarian noted: “dental disease felt to be possible cause of infection/hepatic enzyme elevation” Therefore, we are unable to respond to the portion of the customer’s claim for Dental Disease and Elevated Hepatic Enzymes. At 24PetWatch, we offer a reassessment process which allows customers to provide us with additional information to appeal the processing of their claim. We invite the customer to request a reassessment of their claim by filling out one of our reassessment forms and providing us with additional medical records and a statement from their veterinarian regarding the conditions claimed. [redacted] Manager, Customer Solutions [redacted]
[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]

We apologize for the customer’s disappointment with their renewal experience.  On October 20, 2016 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 9 – OUR SERVICE TO YOU            C. POLICY 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, 2017 and policy was cancelled effective January 27, 2017 and a refund of premium in the amount of $172.80 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]
[redacted]

On June 22 and 29, 2016 we received invoice [redacted] dated June 21, 2016 for $367.82 and invoice #192473 dated June 28, 2016 for $40.00.    As per the customers selected policy terms and conditions:   Section 8 - How To Claim We will write to You with our decision within 60 days...

after submission of a completed claim form and supporting documentation, unless state or provincial law provides for a shorter period   The customers claim was processed on July 22, 2016 and reimbursement of $122.26 was made via cheque #[redacted]   On our path to delivering the best customer experience possible, Pethealth has made changes to our processes, both internal and external. We are proud to say that our latest development, our self-serve Customer Portal has already seen major improvements to the claim submission process.  Our self-serve claims portal will be a great benefit to our policy holders – with clear instructions on how to digitally upload complete claims for each submission.   Pethealth, provider of 24PetWatch Pet Insurance, is making the transition from our current underwriter, Praetorian Insurance Company, to The North River Insurance Company. The process of moving to a new underwriter will require us to temporarily suspend offering the 24PetWatch Pet Insurance products.   We’re happy to report that there is a plan in place throughout the transition. From June 29th, 2016 through to September 2016 we will be offering products from the Hartville Pet Insurance program underwritten by the United States Fire Insurance Company. Current customers of 24petwatch still remain with the 24petwatch product.   [redacted] Customer Solutions Manager [redacted]
[redacted]