Initially, my experience was positive, but everything changed after the acquisition. I submitted a claim in October 2023 and spoke with a representative who seemed willing to help. However, things took a turn when she requested my pet’s health history. I reached out to my vet multiple times for the records, but was told the information was 'not sufficient' without clear instructions on what was missing. At one point, the company claimed they couldn't reach the veterinary clinic, which was frustrating since I had no trouble contacting them. Despite my efforts, there was no significant progress, and eventually, they stopped responding. After several follow-ups, I was met with silence. When I requested to escalate my claim, I still received no response. I even mentioned reporting the issue due to their lack of communication—yet still heard nothing back. Months have passed, and my claim remains unapproved and unacknowledged. They continue to charge my monthly premium for a service I am not receiving. Being ignored while paying for insurance is unacceptable. Based on my experience and recent reviews, slow claims processing and unresponsive support seem to be ongoing problems since the acquisition. I strongly advise anyone considering this insurance to carefully review recent customer feedback.
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Odie Insurance is a pet health insurance program administered by Thorson Specialty Insurance Services, Inc. and underwritten by PrimeOne Insurance Company.