I have had pet insurance for my entire pet's life through the provider. When they moved operations to another country, I was assured of a “seamless transition” to a new service. However, after the switch, the new service collected my premiums for four months without any updates or decisions regarding a claim for my pet's routine allergy treatment. These treatments are standard and have been administered consistently throughout my pet's insured life. After four months of no communication, the claim was denied, and I was informed that allergy treatments would not be covered. This was in direct contradiction to the assurances I received about continuity of coverage. Due to this misleading information and poor treatment, I decided to cancel my policy. During this entire process, the new service provided inadequate customer support: calls were never answered, and my numerous inquiries went unanswered. I feel misled and unfairly treated, having paid premiums without any good faith effort to handle my claim. I am filing this complaint to document my experience and seek accountability for how this transition and claim were managed.
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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.