2025-01-26This insurance company has been incredibly frustrating to deal with. They don’t respond to emails, even though they recommend this as a way to communicate. When you call, they give you the runaround, and the information from one manager contradicts what another told me just days earlier.I paid premiums for six months to insure my two healthy cats. Both have all necessary international documentation, including microchips, passports, vaccines, and veterinary certificates. After six months, I took one of my cats to the vet for an ear infection and advice on food, as the cat had vomited three times in one week. The veterinarian explicitly noted in the medical file that vomiting is “not unusual.” The issue resolved entirely after switching food, which is also documented in the file.Despite this, the company claimed I hadn’t provided the “correct” medical documents—even though the documents I provided fully complied with the requirements outlined in their User Guide. I sent all required documentation when I enrolled and clearly stated, “If you need anything else, please contact me.” They never contacted me. Instead, six months later, they retroactively canceled my policy and promised a refund. It’s now been over three weeks, and I still haven’t received my money.To make matters worse, they created new policies for my cats and labeled everything from that vet visit—including notes from the anamnesis (not even a diagnosis)—as pre-existing conditions. For example, they listed:“Vomiting / Emesis and associated conditions”Seriously? Vomiting is a natural behavior for cats (e.g., regurgitating hairballs). It’s also a symptom of countless possible conditions. By labeling it a pre-existing condition, they’re essentially trying to exclude everything.This company doesn’t provide insurance—they provide excuses to deny coverage. Avoid them at all costs.2025-01-30Reply to company answer:Thank you for responding.While I appreciate your effort to be transparent, my experience with your company tells a different story - poor communication and inconsistent guidance from your team.Despite providing all required documentation upfront and offering to send more if needed, my policy was canceled retroactively, causing unnecessary stress. Labeling such a general symptom as a pre-existing condition is a blatant attempt to limit coverage arbitrarily. This is not what I expect from an insurance company that markets itself as supportive and reliable.It has also been over three weeks since you promised a refund, yet I am still waiting.Transparency means following through on your promises in a timely manner.I urge you to review how your practices affect customers and act responsibly.
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Pets Plus Us provides pet health insurance for your dog or cat and is the only pet health insurance designed by pet owners and veterinarians. We have pet health insurance plans for every budget, that way you can worry less about veterinary care costs and focus more on providing the best quality of life for your pet.
