Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have pet insurance through this company for my dog Nico.She recently had an issue with an abscessed tooth, which she is still being treated for.The company has repeatedly denied insurance claims, citing a pre-existing condition, because the vet records show she had plaque on her teeth and gum disease signs in the past. The vet has confirmed these are not related and information has been repeatedly provided to the insurance company, yet they are still refusing to reimburse the claims. There will be other claims coming as well as she is still under treatment.

  

  Business Response

  Date: 05/01/2025

  Please see attached.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23232683
  
  I am rejecting this response because:

  All vets that she has seen have confirmed the medical issue she has is not related to periodontal disease (****** and gums) and is in fact a traumatic abscessed tooth, yet the company keeps trying to deny claims about a traumatic injury based on previous reports of mild ****** and gingivitis on her record from a checkup (not actually a medical diagnosis even related to anything, just a note on a checkup). Even basic understanding of medicine (which this company should have a lot more than a basic understanding) knows that tartar and gum disease is not related to a cracked and abscessed tooth. This is blatant abuse of an insurance company falsely denying claims to prevent valid payouts and this company should be ashamed of this behavior.

  Attaching most recent vet visit that further details the injury and confirms this is not related to tartar or gum disease.

  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 05/09/2025

  Case Number: 23232683
  

  Dear Better Business Bureau,
  

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the follow-up complaint filed by ******* ********* on May 1, 2025, regarding the above-captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ******* ********* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Sincerely,
  Spot Pet Insurance Program
  PTZ Insurance ***********

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spot Insurance is trying to not cover things that are coverable under the insurance I pay for because of the vagueness of "pre-existing conditions".Multiple times they have denied reimbursement because they linked things to "pre-existing conditions".- Went to the vet for ****** stool and got the issue diagnosed & treatment/medicine sent home - They told me because in a previous visit (for something unrelated) I had just mentioned to my vet that my dog had diarrhea at one point during my visit and she happened to add it to the visit notes that I mentioned it to her - they said they only look for similar symptoms to previous visits, and that's why it is not covered -I asked him to tell me exactly what the visit said, he said the previous visit only mentioned that she had diarrhea , no test were run and no diagnosis was given - the visit they are linking it to was not treated to be for ****** stool and she was tested and diagnosed - an the reason they linked it was because the vet out in the notes details about the diagnosis and one of the symptoms COULD be diarrhea I clarified that they are only looking for anything with similar symptoms or disease or issues that possibly could have similar symptoms to existing conditions, and he confirmed. I asked that if my dog had cancer and got diagnosed and one of the symptoms was diarrhea they would not cover it and the rep ************** are literally scamming people by not covering things because they use the vague term "pre-existing conditions" to try and cover so many things and not looking at actual facts. looking for anything to try and link things so they do not cover what they state they would cover.

  

  Business Response

  Date: 04/23/2025

  Please see attached.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a highly inappropriate email at 9:19 a.m. this morning from Spot Pet Insurance saying 'If I don't update my payment information for ****** and ***** my policy will be cancelled'. First, ***** died 10-22-2024 which Spot Pet Insurance is very much aware. Second, I just made payment for ************** policy 03-31-2025. Third, I was told everything is fine when speaking to Spot Pet Insurance's representative 03-31-2025 and never was I told ever since becoming a member with Spot Pet Insurance I had to 'update my payment information' for my policy much less if I did not do so it would be cancelled. This is highly inappropriate behavior on behalf of Spot Pet Insurance. I would like to be contacted please.

  

  Business Response

  Date: 04/11/2025

  Please see attached.

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company denies claims that is not in accordance with their policies. They state research that is not listed in their policies. There are complaints all across the internet of their horrible insurance practices. Our accident claim is being denied because theyre claiming a CCL tear is an illness which our vet office laughed at when h told them because theyre claiming were in disbelief.

  

  Business Response

  Date: 03/27/2025

  Dear Better Business Bureau,

  Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** ***** on March 14, 2025, regarding the above-captioned matter.
  Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** ***** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance program

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23064159
  
  I am rejecting this response because:
  the denial was done in bad faith as a CCL tear is NOT an illness. Which is why an appeal was filed on 3/15/25 and a complaint with the DOI.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/02/2025

  Please refer to the attached.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23064159
  
  I am rejecting this response because:
  We do not accept the appeals decision. You are basing your decision on intermittent lameness noted by owner on the 1/15/25 appointment. However, you only asked for records from that date forward. If you did your due diligence as you should when investigating the claim, you would notice that NO lameness has ever been present prior to 1/05/25. Lameness started at that time after she fell in our yard, over a 10 day period until her appointment on 1/15/25. You need to review records in its entirety, not just what you want to see to avoid paying the claim.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/07/2025

  Please see attached.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23064159
  
  I am rejecting this response because: we submitted an appeal with a new letter from our vet & her entire records showing no prior leg issues which is the so called basis of your denial.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/30/2025

  Please see attached.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased pet insurance from Spot on September *******. Since then I have filed claims for his vaccinations with no issues. The insurance reached out to the vet for medical history in which the provided. Jan 30 2025, the dog had to go to the *** I was given a bill and filed the required claim. Unfortunately the vet did not provide the medical history. This is the same medical history that was previously provided twice. I sought the I formation from the vet and was given an 18 page PDF document which I sent over to Spot. I was subsequently told It was not the proper information and they are unable to complete the claim. This is all the information the vet has and the same information that was used last time. Ive now spent $55 per month since the start for them to pay half the first vaccinations. It was $210 and they paid 125. The second set for $54.51 which they covered $0. Now the last bill which was $486.76 which they are saying they are covering $0. The codes also dont match the benefit reports.They reported that those codes are automatically applied when a claim is denied. At a minimum I want people to be aware of this insurance company.

  

  Business Response

  Date: 03/10/2025

  Dear Better Business Bureau

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by ******** ****** on February 25, 2025, regarding the above-captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ******** ****** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance program

  
  

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/3/25 my dog suffered a new injury with no prior injury ever occurring to this leg. The Vet eventually identified that the dog had suffered a torn ACL in his leg. I carry accidental insurance to cover these situations. Upon submission of the claims associated with this new injury, all claims were denied under for pre-existing condition determination. The dog has never suffered any injury to this leg prior to the 1/3/25 date as has been proven to Spot via all medical records being provided. They refer back to the policy as justification for denial on the basis of pre-existing conditions in all conversations I have had with them and the *** provided. All definitions for pre-existing do not outline justification for denial. Spot Pet Insurance knowingly and intentionally omits any reference to the term "bi-lateral" in their definitions of pre-existing and what's not covered as methodology to deny claims. They then use this term as a means to deny claims and avoid providing coverage under the plan that has been purchased. Their business practices need to be reviewed as they are knowingly and intentionally writing deceptive policies to simply deny as many claims as possible.

  

  Business Response

  Date: 03/05/2025

  Dear Better Business Bureau,

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by ***** ******** on February 19, 2025, regarding the above- captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ******** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22961905
  
  I am rejecting this response because:

  The representation of how the policy is being depicted to the customer, and in this response, is inaccurate, deceptive, and contains conflictual definitions.

  I have attached a full response in a document form and have attached it here.

  Sincerely,

  
  ***** ********

  

  Business Response

  Date: 03/14/2025

  Dear Better Business Bureau,

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the follow-up complaint filed by ***** ******** on March 6, 2025, regarding the above-captioned matter.

  Thank you for the opportunity to address the continued concerns shared with your office. We have responded to ***** ******** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22961905
  
  I am rejecting this response because:

  Spot Insurance has completely failed to respond to this claim and have taken steps to avoid actually answering to this rejection of multiple claims. They have now responded stating that they cannot respond to specific claim issues for privacy purposes, but their initial response the BBB complaint did respond to my issues surrounding my policy and claims.  They have now taken to only corresponding with me directly, of which I have attached their most recent response, and are now taking a different tactic.  They are now providing veterinary medical literature quotes, from the *********************** Surgeons, as an explanation for their denial.  They do not provide this level of explanation or documentation in their policy at any time.  This is clearly an attempt to muddy the waters surrounding their misrepresentations and inconsistencies within their own policies that I have demonstrated.  They are also now focusing on one, and only one claim, in their response when their are three actual visits surrounding this injury that was not previously treated or pre-existing under the guidelines defined in their policy.  

  Along with continuing my discussions with the State of Maine Insurance Division, I will not be engaging with my State Senators and House of Representative, serving in the US Congress, to bring attention to the deceptive business practices utlized by Spot Pet Insurance.  

  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an American Bully. Rescued May 10, 2020. We took her to local clinic for preventative care and minor ear infections and what appeared to be allergies.We had her tested in a time to see what food allergies she was having. So we could correct her diet. Also to see if it would help with her seasonal allergies.I signed up for this SPOT insurance in October of 2021. They soon informed me that all allergies would be preexisting . It has come to a point now that all claims are being related to preexisting. Denied even if they have been paying on a condition and it clearing is a new condition.They requested I appeal it and it was a referral to a dermatologist for a skin infection. Which ended up being a staph infection which was denied as preexisting. $978 Now I was traveling and she was shacking her head and urinating a lot and dragging her behind . Took her to a vet. He did ear cystology gave her ear medicine it was denied as preexisting even though they have covered all previous ear infections. Then doctor ran urine test and a TSH and test to see what else she might have that is causing her issues. It was denied a routine exceeded coverage.I would not of had a routine urine check done let alone other test if not nesssary with out of state vet for $548 thats crazy. Her **** grands were an issue and again denied routine.I believe SPOT only pays the nickel and dime claims . But they set presidents when they pay any claims and they deny it later. There judgement is on the dollar and how they can get away with denial.I was a claims adjuster for 30 plus years and what they are doing is scandalous. Its taking money from people who really are depending on them. Its hard to call and talk to a call center with no knowledge. They read from a script and dont have an explanation. I give permission for SPOT insurance to release all information pertaining to Diamond Under account ************** to BBB.Thank you ******* ***** 2-15-24 19:25pm

  

  Business Response

  Date: 03/01/2025

  Dear Better Business Bureau,
  Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ******* ***** on February 16, 2025, regarding the above-captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ******* ***** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance program

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Spot Pet Insurance for our two kittens. Their coverage includes $150 coverage for spaying and neutering. We prepaid a mobile vet clinic for their spay and neuter services on Jan 23, 2025. Cost was $175 per kitten. The appointment was for Feb 2, 2025. The spay and neutering was done and the kittens are doing great. I submitted my claim sending the payment receipts for booking the online reservations for the clinic ($175). Both claims were denied. I appealed and they said it was because there was no line item invoice. I contacted the clinic and they do not do invoices as they are a mobile clinic without the admin of a veterinarian office (even though the doctors are vets). They provided the printout they received from the payment portal for our reservation and submitted it. Still Spot Pet Insurance is denying the claim. Their demand for an invoice that meets a certain formatting standard is not in keeping with the standards of providing coverage for health care for pets. The ************************* is an excellent clinic and provided our cats with excellent care. Care that was covered under our policy. For Spot to deny the claims because they do not like the look of the invoice is simply profiteering.

  Customer Answer

  Date: 02/24/2025

  Spot Pet Insurance has finally made good on my policy and paid out the two surgeries. It took two Appeals and filing complaints with CA *********** and with BBB, but at least they finally came through. I am going to be canceling the policy with them as this has shown me that the organization is not trustworthy.

  Thank you for your assistance.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting in June 2024, I paid the company Spot Pet Insurance $150 per month with the understanding they would cover the costs for the care of my healthy puppy. When I submitted claims for reimbursement in January 2025, they denied every claim, mostly due to pre-existing conditions they claim were noted during the initial health exam during the 14 day waiting-for-coverage period. Apparently, during the required mandatory healthcheck before the 14 day waiting period had passed, my vet noticed my healthy puppy was shaking her head. She said she might have allergies. Fast forward to Oct when my puppy had an ear infection. They claimed that head-shaking was the pre-existing condition and denied all claims for my puppy's ears. I also noticed their BBB page is riddled with situations like mine. I had been with Trupanion for almost 20 years and never had a claim denied. Spot Pet Insurance should not be allowed to operate this way.

  

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by ****** ********** on February 1, 2025, regarding the above- captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** ********** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense
  provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance

  

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by ****** ********** on February 1, 2025, regarding the above- captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** ********** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense
  provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22884891
  
  I am rejecting this response because:
  Shaking of the ears on 6/4 - supposedly due to allergies according to the insurance companys assessment - does not and should not lead to a full blown infection for which a claim was denied in December (12/6)!  But the insurance company denied coverage for the December visit due to the fact that my puppy shook her ears during her initial exam in June, claiming there was a pre-existing condition.  

  Similarly, the vet tech wrote that my puppy was straining to urinate in June.  She pees with purpose.  There was no strain.  Regardless, she did not have an infection or any signs of an infection in the June appointment.  I simply described how she urinates.  Then, when she was tested for a UTI on the August 28 appointment, the insurance company denied coverage, stating she had a pre-existing condition from the June appointment.  There was no infection in June.  

  This insurance company used the initial exam which they require to make sure to deny coverage for as many claims as possible during the subsequent coverage period.  They should not be allowed to operate this way!

  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 03/05/2025

  Dear Better Business Bureau,

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the follow-up complaint filed by ****** ********** on February 24, 2025, regarding the above-captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** ********** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance program

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for pet insurance in the last six months and Ive went to the doctor to have health checks on my dog They totaled under $400 for the two visits. Ive had Insurance since October of last year 2024 I specifically purchased Spot Pet Insurance because they were one of the only ones that would provide full coverage for my animal In their stipulations, it states that the animal cannot have an issue within 180 days for it to be considered pre-existing I simply went for health checks on my dog urine and they immediately denied my claim and said its pre-existing when it absolutely is not

  

  Business Response

  Date: 02/11/2025

  Dear Better Business Bureau,

  Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***** ******* on January 31, 2025, regarding the above-captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance program