I have been with my pet insurance provider for several years, managing ongoing treatment for my dog's chronic condition with claims submitted approximately every two months. Since their recent acquisition, the service has significantly declined. Major Issues: Reactive Claims Processing: Claims are never processed proactively. I have to call every time to prompt them to look at my submission, despite a consistent pattern of regular claims. Administrative Failures: They often close claims before payment is made, leading to unnecessary confusion and delays. When questioned, they provide vague explanations about 'system updates.' Dishonest Communication: They claim to have contacted my vet when they haven't, which I've confirmed directly. Poor Complaint Handling: When I raise complaints about service failures, they merely pay the outstanding claim and mark the complaint as 'resolved.' They don't grasp that paying claims is their fundamental obligation, not complaint resolution. The Bigger Problem: I'm effectively trapped with this provider. Due to my dog's pre-existing condition, switching insurers isn't feasible as new providers exclude existing conditions. The company seems to exploit this situation, knowing customers like me have no alternatives. Final Thoughts: While they do eventually pay legitimate claims, the process has become unnecessarily stressful and time-consuming. The post-acquisition changes seem to prioritize cost-cutting over customer service. For potential customers: If your pet is healthy and you have options, consider other providers. The acquisition has fundamentally altered their operations. Experience Date: Ongoing for a year.
Claim your business profile now and gain access to all features and respond to customer reviews.
Get a Fast Insurance Quote Online from MORE TH>N. Home & Pet Insurance. We Do More, So You Stress Less – Get a Quote!
