I maintained an active pet insurance policy for my dog since September 2024 without any issues until this year. Out of the blue, my monthly premium surged from $89 to $114, and when I submitted a straightforward claim, everything fell apart. Initially, I was informed that the company “did not have my dog’s medical history,” even though nothing had changed and coverage had been active for over a year with previous claims. After resubmitting documentation, I was then told that my dog supposedly had a prior insurance policy with a provider called “GAP.” I have never held pet insurance with any other company in the United States, having moved here in 2024. I am unfamiliar with GAP. There is no prior or secondary policy, yet the company insisted on this and demanded proof of cancellation for a policy that never existed. This has led to unnecessary delays, confusion, and stress over what should have been a simple claim. The situation highlighted significant internal record-keeping or file-matching problems, and customer service kept repeating incorrect information instead of addressing the issue. Between the sudden premium hike and the ongoing administrative errors, I have lost trust in this provider and will be canceling my policy to seek coverage elsewhere.
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