I’ve been a member since 2022, and I’ve recommended this insurance to many friends and family members because it seemed like such a great option—especially after seeing a colleague in the veterinary field have a successful experience with her cat’s claim.Recently, I had an emergency with my own dog that resulted in a heartbreaking brain tumor diagnosis. I had to say goodbye to her shortly after speaking with one of your chat representatives, who was absolutely wonderful—kind, informative, and compassionate. She made me feel like I was in good hands during one of the hardest moments of my life.When it came time to process my claim, I followed the directions exactly: uploading the full medical record and invoice, then waiting the stated 5–7 business days for a decision. After that timeframe passed with no update, I reached out and was repeatedly told to “please be patient.” I did my best to be understanding, but nearly a month went by before I finally received a decision on October 1st. Even now, I’m still waiting on the actual payment from that approved claim.To make matters worse, communication eventually stopped altogether. The chat team—who were initially helpful—stopped responding to me entirely. This whole experience has been extremely disappointing, especially after the promise of quick processing and clear communication that was advertised.I work as an emergency veterinary technician and have done so for 12 years, so I understand how challenging and emotionally taxing this field can be. That’s why I want to emphasize that your veterinary technicians are truly wonderful, and their compassion doesn’t go unnoticed. However, the claims and communication process needs serious improvement.Saying goodbye to my girl was already gut-wrenching. I just wanted the financial aspect to be handled smoothly so I could grieve and move forward. Instead, I’ve been left emotionally and financially drained, waiting for weeks for something that should have been resolved long ago.Because of this, I won’t be continuing my membership or recommending this insurance to clients or colleagues in my hospital anymore. This isn’t because I don’t see the potential value—it’s because I had so much hope after paying into this for three years, only to be let down when I finally needed it most.I’m still waiting on that payment, and I hope this feedback helps improve the experience for others in the future.
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