Business Profile

Pet Insurance

ManyPets Pet Health Insurance

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Complaint Details

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Initial Complaint
11/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
My pet insurance on my 6 year old boxer is increasing 150% this year making it now unaffordable. It went from $1128 to $2781 starting 1/1/25. Ive had this insurance since 2022 and have had 2 total claims, on in 5/23 for $182 and one in 4/2022 for $111. In addition they are now going from Many Pets to **** Pet insurance so I dont know if her aging 1 year or the change in companies caused the huge increase
Business response
11/25/2024
Date: November 22,2024
Complainant: ***** ******
Complaint Number: 22576309
Policyholder: ***** ******
Policy Number: 1-MPI-OR-09-01340865-02,1-MPI-OR-09-01340865-03
Policy Effective Date: January 2, 2024, January 2, 2025

Dear ***** ******,
We appreciate this opportunity to reply to the Complaint that was filed with the BBB. ManyPets****** (ManyPets) is the General Agent and Third-Party Administrator authorized by ******************************************** NAIC #: ***** (Accredited) to underwrite and adjudicate claims on its behalf for policies effective prior to January 2025. **** Pet Insurance (****) is the General Agent authorized by Accredited to underwrite on its behalf for policies effective January 2025 and after. Accredited has reviewed and responds as follows:
Accredited issued Pet Insurance Policy 1-MPI-OR-09-01340865-02 for ***** with effective dates January 2, 2024 to January 1, 2025, issued to ***** ******. The annual aggregate Policy limit is unlimited for approved illness and injury treatments. Accredited will pay 90% of each approved claim with an annual deductible of $500. The annual premium is $1,128.72 with a monthly premium payment of $94.06.
Accredited issued Pet Insurance Policy 1-MPI-OR-09-01340865-03 for ***** with effective dates January 2, 2025 to January 1, 2026, issued to ***** ******. The annual aggregate Policy limit is $20,000 for approved illness and injury treatments. Accredited will pay 90% of each approved claim with an annual deductible of $500. The annual premium is $2,781.81 with a monthly premium payment of $231.82.
A Renewal with altered terms notice was provided on November 15, 2024 for Mollys policy advising of the annual premium increase at the January 2, 2025 renewal. While we do appreciate and understand the consumers position regarding the premium increase for Mollys policy and know that insurance premium increases are difficult to process and accommodate, we have fairly and correctly applied a premium increase across all Oregon policyholders as filed with the Oregon Division of Financial Regulation.
Inflation and the ever-increasing costs of veterinary medical costs are among the most significant reasons why premiums increase. Additionally,price increases for additional risk associated with older pets. As a company,we strive to ensure we can reimburse pet parents who have had unexpected accidents and/or illnesses and have a policy with us for covered claim ********* do this, it is imperative that the continued financial stability of the ManyPets/**** Program be maintained for the benefit of our policyholders.Additionally, in reviewing the premium increase which impacted Mollys policy,the rates applicable to Mollys policy are in line with what is being charged by the competition which can be confirmed in recent industry publications (for example ****** Advisor article entitled How Much Does Pet Insurance Cost?(2024) published online on January 5, 2024).
Further, as an insurance company, Accredited is regulated by the Oregon Division of Financial Regulation and complies with all Oregon laws including the Oregon Revised Statutes under Title 56, Chapter 731 and all consumer protection laws. Accredited Form, Rate and Rule filings also comply with all Oregon requirements and meet all rate standards relating to rate filing justification and supporting information. We take all steps to ensure that rates are not excessive, inadequate, unreasonable, or unfairly discriminatory for the risks to which the rate applies, as required under the Oregon Revised Statutes under Title 56, Chapter 731.
Thank you for bringing this matter to our attention.ManyPets and **** are committed to providing transparent and fair pricing that complies with state-regulated guidelines.
We understand the concern about the premium increase. The pet insurance premium for your Boxer, as it transitions from age 6 to age 7,reflects a combination of factors, including your pets age, breed, and location, as outlined in the state-approved rating guidelines. Specifically,this adjustment accounts for the fact that your pet is nearing the latter part of its expected lifespan, as well as the rising costs of veterinary care in *******
While we cannot adjust premiums outside of these approved guidelines, we are happy to work with you to find a policy option that better suits your budget. For example, we could explore adjustments such as increasing your deductible or lowering your annual coverage limit to help reduce the cost.Please let us know if youd like assistance reviewing these options.
We appreciate the consumers continued support of ManyPets and **** as a policyholder.
Accredited Surety and ********************** (Accredited)does not intend to waive its rights nor shall Accredited be estopped from asserting any applicable rights in the future.
Should you have any questions, concerns, or wish to discuss this letter, please feel free to contact me.

Regards,
The ManyPets and **** Teams
Customer response
11/25/2024

Complaint: 22576309

I am rejecting this response because: a 150% increase in one year for a dog that doesnt transition from age 6 to 7 until October 2025 and for whom has had a total 2 claims during the life of the policy, both of which were over 2 years ago and under $200 is outrageous. Some pet owners take exceptionally great care of their pets and her history proves shes a very healthy well cared for dog. I have already enrolled with another company that is half the cost you are charging and has better benefits. I will be canceling my policy prior to Jan ****** because you obviously have no concern for customer loyalty or retention.

Sincerely,

***** ******
Business response
12/03/2024
Thank you for sharing your concerns regarding the recent premium adjustment to your pet's policy. We understand how important it is to feel valued as a long-term customer and to have ********************** that meets your expectations in both cost and coverage.

The increase in your premium reflects rising veterinary care costs nationwide and adjustments necessary to ensure we can continue to offer comprehensive coverage and fulfill claims for all policyholders. This decision was not made lightly, and we regret any inconvenience it has caused.

We truly appreciate the exceptional care you provide for your pet, as demonstrated by her minimal claims history and overall health. However, premiums are determined based on several factors, including industry trends and the anticipated cost of care, rather than solely on an individual pet's claim history.

While were sorry to see you leave, we respect your decision and thank you for allowing us to be a part of your pets care journey thus far. If theres anything we can do to assist with your transition, please dont hesitate to reach out.

Thank you again for your feedback, and we hope to have the opportunity to serve you in the future.
Initial Complaint
05/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 04/06/2022, I purchased a secondary policy from ManyPets with a $0 deductible and 100% coverage to supplement my primary policy. In March 2024, I received a notice informing me of changes to my benefits. I promptly sent several emails stating that I did not agree with these changes and did not want my coverage altered. However, I never received a response from ManyPets addressing my concerns. I have also made multiple phone calls to express my dissatisfaction and explain how these changes have left me paying for a policy that provides no additional benefit.The changes made to my secondary policy now impose a $250 deductible and only 80% coverage, effectively rendering it useless as it will not cover any remaining expenses left by my primary policy, which has a $100 deductible and pays at 90%. Moreover, ManyPets does not even count the balances covered by my primary policy towards the deductible.I have been promised a callback regarding this issue but have yet to receive one. My pet has recently developed a condition that would be considered pre-existing by other insurance carriers, leaving me unable to switch providers. ManyPets refuses to offer me a policy similar to what I had before, even if I agree to a higher premium.I believe that ManyPets has engaged in bad faith practices by implementing these changes only after my pet developed a condition that they must cover but no other insurance will, and by ignoring my multiple attempts to communicate my disagreement with the policy changes. When I initially purchased the policy and paid into it for over two years, I did so believing that I would be covered should any health issues arise with my pet. ManyPets has now stripped away that peace of mind, leaving me with a policy that provides no benefits and will not pay for any claims.
Business response
05/17/2024
March 16, 2024                Initial renewal notification emailed to policyholder at ********************
March 19, 2024                Detailed explanation of change in terms emailed to policyholder at ********************
March 30, 2024                First email received from policyholder requesting that we not change the coverage. ManyPets did not respond to the policyholder.
April 4, 2024                     Second email received from policyholder requesting an update on the first email. The email was sent to the Claims department. ManyPets did not respond to the policyholder.
April 6, 2024                      Third email received from policyholder requesting an update. Policyholder referenced contacting BBB. Email was not escalated to a Team Lead.
April 6, 2024                      Phone call received from policyholder requesting a response to the emails. Policyholder was informed the 100%reimbursement is no longer available. Policyholder indicated that they would look around and likely cancel the ManyPets policy.
April 25, 2024                   Phone call received from policyholder regarding recent claim. ManyPets did not follow the proper escalation procedures.

Currently, we are unable to restore the policy to the original terms as those options are no longer available.
Current options for coverage are as follows:
$250 deductible with 80% reimbursement = $48.48 per month
$250 deductible with 70% reimbursement = $43.09 per month
$500 deductible with 80% reimbursement = $33.52 per month
$500 deductible with 70% reimbursement = $29.79 per month
$1000 deductible with 80% reimbursement = $19.07 per month
$1000 deductible with 70% reimbursement = $16.95 per month

ManyPets Customer Support will ensure all employees receive proper training/coaching on the following:
Timely and efficient responses to policyholder inquiries.
Use of proper escalation procedures.
Customer education and negotiation skills.
Conflict management and resolution.
Customer response
05/18/2024

Complaint: 21693067

I am rejecting this response because: You have not addressed my concerns that I have voiced over and over again regarding the fact that you have essentially rendered this policy to be useless. You have not addressed the fact that I am unable to choose to continue with a different carrier after paying into my policy for over two years due to the fact that my pet has developed a condition which would not be covered by any other carrier. I paid the highest premiums from the beginning of the policy so that I would have the coverage that I need when an issue arose. You all had no problems collecting my money while not having to pay out while my pet was healthy. Not only that but you have NEVER had to incur the full cost of any appointment because I have a primary policy. So you are receiving FULL premium payments for a policy that DOES NOT even have to pay out the full amount that could be due by you. You need to address my concerns about this policy being rendered useless when used in conjunction with my primary policy.
Not only that, but the constant being lied to is abhorrent. *eing told "we'll call you back," and NEVER receiving a single call back, even to this day. We are over halfway through May and I have had to call in again and again and I'm told we'll call you back or someone will call you back and me having to get upset and explain how many times I've been lied to about that and letting them know I no longer trust you to call me back because all you do is lie about it is insane. The * minus that the BBB gives you is rather generous with all things considered. It should be a D.

Sincerely,

*******************
Business response
05/21/2024
Response to rejection

I am rejecting this response because: You have not addressed my concerns that I have voiced over and over again regarding the fact that you have essentially rendered this policy to be useless.
Response: Your ManyPets insurance policy will reimburse for all eligible coverage at 80% after the annual deductible of $250 has been met.

You have not addressed the fact that I am unable to choose to continue with a different carrier after paying into my policy for over two years due to the fact that my pet has developed a condition which would not be covered by any other carrier.
Response: ManyPets does not have the ability to determine offerings from other carriers. Additionally, ManyPets does not cover claims for accidents or illnesses that meet the definition of a pre-existing condition.

I paid the highest premiums from the beginning of the policy so that I would have the coverage that I need when an issue arose. You all had no problems collecting my money while not having to pay out while my pet was healthy.
Response: During the first policy term, our system shows payments to you totaling $138.40. This was the balance due after your primary carrier covered $411.62 in vet fees.

Not only that but you have NEVER had to incur the full cost of any appointment because I have a primary policy.
Response: ManyPets does not make recommendations to policyholders regarding primary or secondary insurance policies.

So you are receiving FULL premium payments for a policy that DOES NOT even have to pay out the full amount that could be due by you. You need to address my concerns about this policy being rendered useless when used in conjunction with my primary policy.
Response: ManyPets pet insurance provides coverage for accidents and illnesses that *** occur to your pet during the policy term. All accident and illness claims that *** arise, resulting in a veterinary exam *** be submitted to our claims team for review. Upon review, our claims team will determine eligibility and reimbursement
Initial Complaint
04/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I had a one year subscription for pet insurance. At the end of the year, they sent me a renewal email about auto renewing my policy. Hidden deep in the email was a note about a price increase. Without giving my consent, they doubled the premium of the policy that I pay monthly. When I called to dispute the charge, they did not offer any refund.
Business response
04/11/2024

April 8,2024

VIA BBB website

Better Business Bureau
Attn: Customer Relations Representative

Policy No.                                : 1-MPI-OR-09-01415257-01
Policy Period                           : 12/7/23 to 12/6/24
Case #                                     :21527492
Consumer Info                        : *************************
Name of Pet Insured              : Peppina

Dear BBB,
We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by Consumer *************************.    ManyPets, **** (ManyPets) is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf. ManyPets, **** has reviewed and responds as follows:
POLICY

ManyPets and Accredited issued Pet Insurance Policy 1-MPI-OR-09-01415257-01 for Peppina with effective dates December 7, 2023 to December 6,2024 issued to *************************. The insured is provided coverage under the Accident & Illness with the following coverage limits of 90% of each approved claim with a $750 deductible annual deductible.

Under this policy, Accredited insureds a Blue Heeler (dog) that lives at the insureds location ***********, **.

CAUSE OF COMPLAINT:

The policyholder complains that they received a renewal email at the end of 2023 about auto renewing the insurance policy. The policyholder also complains that the price increase was hidden deep in the email. Finally, the policyholder complains that ManyPets doubled the monthly premium without their consent and requests a refund of $215.96. This equates to premiums covering the billing periods December 2023, January 2024, February 2024, and March 2024 at $53.99 per month.

When the policy renewed in December 2023, the premium increased by $13 per month, from $40.99 to $53.99 per month.

On April 3,2024, the policyholder canceled the policy. At cancelation, we processed a prorated refund in the amount of $5.51 which covers the billing period April 4, 2024, through April 6, 2024.

ManyPets Response:
ManyPets disputes the complaint that the price increase was hidden deep in the email. Confirmation email dated December 7, 2023 is attached.
ManyPets disputes the complaint that the monthly premium doubled in price.
ManyPets confirms the policyholder was notified via email on October 22, 2023, that the policy was up for renewal and the rate would increase to $53.99. October 22, 2023 was 46 days before renewal. Email document attached.
ManyPets confirms the policyholder received a renewal email confirmation on December 7, 2023.

Accredited Surety and ***************** **** (Accredited) does not intend to waive its right nor shall Accredited be estopped from asserting any applicable defenses in the future.
Should you have any questions or comments regarding our handling on your behalf thus far, please feel free to contact the undersigned.

********************* Customer Support Manager
********************

ENCLOSURES:

Insurance policy
Renewal notification
Renewal confirmation
Sincerely,
The ManyPets team
Initial Complaint
12/28/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I am disputing a coverage rejection by Many Pets. My dog ******* (an 8 year old whippet) was diagnosed by a cardiac vet in May 2023 with mitral valve disease and DCM (dilated cardiomyopathy). He was put on medication to help his heart.-********* was new to me in Jan 2023. Mitral valve disease is considered a pre-existing condition by ALL pet insurance and usually no insurance will pay for that. ********* however had a statement on their website that said "they WILL cover pre-existing conditions if the pet goes without symptoms, treatment, or diagnosis for a period of 18 months."-******* came to live with me in January of 2021. He had not been diagnosed as having mitral valve disease, he had no symptoms, and had not received any treatment for MVD. He had a low intensity heart murmur in the 2 years before being diagnosed by the cardiac vet. I believed he qualified for coverage after diagnosis in May because he had not had any symptoms, treatment or diagnosis during that period. I'd had him for over 2 years by then. I submitted a claim for reimbursement, they denied it -I called ********* to dispute the rejection. The person I talked to on the phone was unaware of the promise on the website to cover pre-existing conditions so I sent her a snip of it.-They rejected it again. I said I wanted to talk to someone in management.-Management agreed to review the issue and rejected it again saying they believed it was a pre-existing condition. I rejected their findings. They agreed to send it to a '3rd party vet' for eval. They came back with a final rejection then.-I don't believe they ever sent the request to arbitration, because:A) I never received any documentation it was reviewed by a 3rd party.B) My dog also has an enlarged heart. I stated treatment should be covered because an enlarged heart is not a "pre-existing condition". I stated this multiple times, but they chose to ignore it.They should cover his DCM as its a separate issue.
Business response
01/23/2024
We appreciate this opportunity to reply to the Complaint filed by Complainant ********************* that was received by Accredited Surety and ************** ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf.Accredited has reviewed and responds as follows:

Accredited issued Pet Insurance Policy 1-MPI-WA-09-01420206-00 for ******* with effective dates January 8th, 2023 to January 7th, 2024 issued to *********************.

ManyPets received the claim with a date of loss of May 8th of 2023 for aa echocardiogram, radiographs, and cardiology consult. Per our policy terms, an initial medical record review was performed by the adjuster to determine if any pre-existing conditions were present for the pet, *******. Upon reviewing the records, the adjuster identified cardiac issues started on February 4th of 2021, which was prior to the effective date of the policy (January 8th, 2022). As a result, a pre-existing condition was added to the policy for the heart murmur which increased in grade over the life of the pet.

We refer you to Section 3. What dont we cover, sub-section 3a Exclusions, which states:
3 What don't we cover?
3a Exclusions.
We don't pay for:
- Claims for accidents or illnesses that meet the definition of a pre-existing condition.
As well as page Section 6 Definitions we Use on 15 of your policy documents:
- "Pre-existing condition" means any condition for which a veterinarian provided your pet medical advice, the pet received treatment for, or the pet displayed signs or symptoms consistent with the stated condition in the ********************************************* during the waiting period.

When we review medical records, we notate any signs or symptoms of a condition within 18 months of the policy. In ******* case the review was as follows:

********* heart murmur was first noted in our medical record review on 2/4/21, and was noted on each subsequent visit, this is directly associated with ********* pre-existing condition of Myxomatous Mitral Valve Disease. The symptom that prompted examination by a cardiologist was determined to be a syncopal episode (fainting), which is also a cardiac condition, thus relating to the previously diagnosed Myxomatous Mitral Valve Disease.

After the initial dispute request, we sent ******** entire claims file, medical records,and invoices to our 3rd party veterinarian. Per our 3rd party veterinarian, all current diagnostics and treatments are correlated to a condition that started prior to January of 2023. This concludes that the syncope episode is related to Myxomatous Mitral Valve Disease and is a pre-existing condition, which are not eligible for coverage per section 3a of the ManyPets policy.

We did share this information with ***** however we do not disclose the information behind who the veterinarian is for their privacy. Our marketing material does state that if the pet goes symptom free for 18 months, then yes,we can remove a condition however ******* heart murmur was noted on the subsequent visits meaning since there was notation of the murmur still being present in turn relating it to the pre-existing condition.

Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.

Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.
Customer response
01/24/2024
I have attached a word document with my response. Please let me know if you need further information.

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

Business response
02/07/2024
Dear *****,

We appreciate this opportunity to reply to the Complaint filed by Complainant ********************* that was received by Accredited Surety and ********* **** ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf.Accredited has reviewed and responds as follows:

Accredited issued Pet Insurance Policy 1-MPI-WA-09-01420206-00 for ******* with effective dates January 8th, 2023 to January 7th, 2024 issued to *********************.

Although the pre-existing condition is noted as mitral valve disease, Findleys condition is part of his cardiac issues which has unfortunately progressed from mitral valve disease to dilated cardiomyopathy. As stated in your letter, dilated cardiomyopathy is a secondary condition to mitral valve disease, in turn not allowing coverage for cardiac issues per the policy which you purchased. Since the evolution of cardiac issues has progressed visit by visit, the cardiac issues are pre-existing on Findleys policy as the cardiac issues were present prior to the policy effective date.

After the initial dispute request, we sent ******** entire claims file, medical records,and invoices to our 3rd party veterinarian. Per our 3rd party veterinarian, all current diagnostics and treatments are correlated to a condition that started prior to January of 2023. This concludes that the syncope episode is related and secondary to Myxomatous Mitral Valve Disease and is a pre-existing condition, which are not eligible for coverage per section 3a of the ManyPets policy.

All potential policyholders have the ability to enroll with ManyPets based on the information they have provided to us as eligible criteria during the enrollment process. All potential policyholders have the ability to review the multitude of information provided on the website regarding how ManyPets insurance policy claims are processed. It is ManyPets process to review the medical records provided at the time of a policyholders first claim. ManyPets does this so that we can ensure we are following ManyPets policy and review records within our promised time frame. We outline the condition(s) along with dates so each of our policyholders are made aware of what we are unable to cover due to a pre-existing condition.

Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.

Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.
Customer response
02/14/2024
BBB: TO WHOM IT MAY CONCERN;
I have attached a document with more information to be provided to *********. My claim is I believe that my pet insurance should cover his treatment for Mitral Valve Disease and Dialated Cardiomyopathy which has since progressed into Congestive Heart Failure. I believe his heart issues were caused by a bacterial infection that he developed over a full year before his heart disease progressed. I believe this because at the time of his bacterial infection there was no sign of a heart murmur. The heart issue showed up a year later as a 4/6 heart murmur and an enlarged heart. ******* had a streptococcal bacterial infection in July of 2022. Streptococcal bacterial infections can cause inflammation of the heart wall between the two sides of the heart and can cause heart murmur, and mitral valve disease. My dog had a 2nd recurrence of the bacterial infection a month later also, in August 2022. My vet insurance has completely overlooked this possibility, saying that his mitral valve disease progressed over time. If that was true then why would my dog have no signs of a heart murmur at the time of his bacterial infection? ********* is claiming that his enlarged heart (DCM) is caused by the the mitral valve disease, and there is absolutely no proof of that. Please submit my latest response. I believe that this disease was caused by a bacterial infection, not by a progression of a heart murmur which disappeared completely in July 2022.
*********************
Business response
02/28/2024
Dear *****,

We appreciate this opportunity to reply to the Complaint filed by Complainant ********************* that was received by Accredited Surety and ************** ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf.Accredited has reviewed and responds as follows:

Accredited issued Pet Insurance Policy 1-MPI-WA-09-01420206-00 for ******* with effective dates January 8th, 2023 to January 7, 2024 issued to *********************.

ManyPets received the claim with a date of loss of May 8rd of 2023 for an echocardiogram, radiographs and cardiology consult. Per our policy terms, an initial medical record review was performed by the adjuster to determine if any pre-existing conditions were present for the pet, *******. Upon reviewing the records, the adjuster identified cardiac issues started on February 4th of 2022, which was prior to the effective date of the policy (January 8th, 2023). As a result, a pre-existing condition was added to the policy for the heart murmur which increased in grade over the life of the pet.

We refer you to Section 3. What dont we cover, sub-section 3a Exclusions, which states:

Regarding the bacterial infection you mentioned on 7/2022 and 8/2022. In the medical records that we have received from Mountain ************************ indicates the following:
7/12/2022: Developed a large lump under right ear. Skin/Haircoat: Swelling on the side of face. Multiple lipomas. Heart/Cardiovascular: Grade II/VI, Left systolic murmur. Murmur Stable.
7/19/2022: ********* care and treatment for the lipomas. Abscess was cultured and clavamox was given.
8/11/2022: Tooth extractions. Mass evaluation and cytology. Preanesthetic considerations: Heart Murmur.

Currently the records that we have on file do not support that the abscess and lipomas are the cause of Findleys Mitral Valve Disease. However, if they were the cause of the heart issues the 7/19/2022 and 8/11/2022 dates are still prior to Finleys policy inception of 1/8/2023 are still considered a pre-existing condition. If there is more information that we may not have please send this over and we would be more than happy to review them in accordance with our policy.

Our policy outlines in section 4. "How ********* Policy Works" of your policy. "In the event of any disagreement between you and us concerning a claim, the matter will be referred to a veterinarian of our choosing. If the issue is not resolved, an independent third-party veterinarian shall be appointed by us and agreed to by you. This independent third-party veterinarian's decision shall be final and binding on all parties." ***** requested our third-party service and we proceeded to send Findleys entire file to them for review. Neither ManyPets nor the policyholder had direct contact with the veterinarian. The third-party veterinarian made their decision based solely on medical records and letters. The third-party veterinarian determination was that the heart murmur was first noted in the medical records on 2/4/2021 and is directly associated with the pre-existing condition of Myxomatous Mitral Valve Disease. The symptom that prompted examination by a cardiologist was determined to be a syncopal episode (fainting), which is also a cardiac condition, thus relating to the previously diagnosed Myxomatous Mitral Valve Disease. Per the third-party veterinarian, all current diagnostics and treatments are correlated to a condition that started prior to January of 2023. This concludes that the syncope episode is related to Myxomatous Mitral Valve Disease and is a pre-existing condition, which are not eligible for coverage per section 3a of the ManyPet's policy.

Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.

Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.

Regards,

ManyPets
Customer response
03/03/2024

Complaint: 21065002

I am rejecting this response because:

Sincerely,

*********************
Business response
03/12/2024
Hi *****,
Please see attached response.
Best,
ManyPets
Customer response
03/12/2024

Complaint: 21065002

I am rejecting this response because Many Pets is completely ignoring my statements. Many Pets did not provide a copy of the letter from your 3rd party vet who supposedly reviewed ********* file. You keep stating that ********* issue is a pre-existing condition according to your policy, but your policy doesn't list ANY SPECIFIC PRE EXISTING CONDITIONS THAT YOU DON'T COVER. NONE. I will be filing a complaint with the ************************ regarding your handling of my claim.

Sincerely,

*********************
Initial Complaint
11/15/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I cancelled my pet insurance policy with Many Pets in June and received written communication that my policy was cancelled. However, they have continued to charge me $33.93 every month for the policy since. I reached out in September after realizing I was still being charged, received written confirmation again via email that my policy shouldve been cancelled, and was refunded for the incorrectly charged months. I asked for them to permanently delete my information from their system (especially my credit card number) and was told they were working on getting it resolved. I have since been charged again in October and November. I dont know why its taking so long for this issue to be resolved.
Business response
11/22/2023
Please see Accredited Surety and ***************** **** response to Complaint ID ********. If you have any questions, please do not hesitate to contact the undersigned.
Regards,
Skye ****************.
************* Officer
Accredited Surety and ***************** ****
*******************
Initial Complaint
10/24/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
In doing research for pet insurance, ********* seem to be a good resource for pet insurance for my 4 year old Pit Bull. However, I was mistaken. Prior to me getting pet insurance, my dog sprained his leg and had to have TPLO surgery. Prior to the diagnois of that, ********* denied the claim for the medication or anything related to that leg because they considered it as a pre-existing condition. I didnt agree but didnt argue because he did have a sprain. However, months after he had the surgery on his left leg, he injured the right leg and had to have the exact surgery for that leg. In looking at the policy, it was not clear to me that ********* considered that an inclusion in the policy. The verbage was unclear for me but probably easier to understand had I been in the pet insurance business. After the surgery of the 2nd leg, I attempted to submit a claim and was immediately denied stating this was listed as an inclusion and not covered under the plan. I explained to the reps that this information was unclear to me and not easily understood in the jargon that was listed in the policy. The company didnt seem to care and just stated, "My hands are tied"! In the process of me attempting to dispute their decision, ********* didnt have an issue in obtaining their monthly premium from my bank account, but not able to help me in a way that mattered to me. When talking to the Claims Manager- *******, she didnt appear willing to hear my side and just referred to her experience in the pet insurance business without showing much regard for her customer. I'm very dissappointed in the service that I've received from this company and will be searching for another company who can meet my pet care needs.
Business response
11/08/2023
We appreciate this opportunity to reply to the Complaint filed by Complainant *************************** that was received by Accredited Surety and ********* **** ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf.Accredited has reviewed and responds as follows:

Accredited issued Pet Insurance Policy 1-MPI-**-09-01398869-00 for Cash with effective dates November 18, 2022 to November 18, 2023 issued to ***************************.   A copy of the Policy is attached.

ManyPets received the claim with a date of loss of October 3rd of 2023 for a TPLO surgery for the right hind leg. Per our policy terms, an initial medical record review was performed by the adjuster to determine if any pre-existing conditions were present for the pet, Cash. Upon reviewing the records, the adjuster identified cruciate ligament issues with the left hind leg was diagnosed on September 6th of 2022, which was prior to the effective date of the policy (November 18, 2022). As a result, a pre-existing condition was added to the policy for the cruciate ligament.

We refer you to Section 3. What dont we cover, sub-section 3b Exclusions, which states:

Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.

Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.

Regards,
*********************
US Compliance Officer
***************

Customer response
11/08/2023

Complaint: 20777795

I am rejecting this response because: I do not feel that information was displayed in laymans terms where normal folks who dont work in the insurance business would understand and after I submitted the first claim? ** could have gone further to explain the policy and reiterate the second leg would not be covered in the event it was injured especially knowing the chances are great for the 2nd leg to have the same injury after the first has occurred. I feel like that clause is just a way to get out of covering and injury that the company knows is bound to occur.

Sincerely,

***************************
Business response
11/29/2023
We appreciate this opportunity to reply to the additional information filed by Complainant *************************** that was received by *********************************** ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf. Accredited has reviewed and responds as follows:

Accredited issued Pet Insurance Policy 1-MPI-**-09-01398869-00 for Cash with effective dates November 18, 2022 to November 18, 2023 issued to ***************************.   A copy of the Policy is attached.

We disagree with the statement that the exclusion of pre-existing conditions is not displayed in laymens terms. ManyPets has purposely published this information in numerous spots on their website, which the Complainant accessed to purchase the policy.   We have provided the attached screenshots of the numerous instances where pre-existing conditions are discussed, in terms the general public would understand, on the ******************************** website.

Again,we refer to the policy wording which it states in Section 3. What dont we cover, sub-section 3b Exclusions. Further,Section 6. Definitions we use defines Pre-Existing Condition.

We believe that ManyPets and Accredited have provided not just sufficient, but clear, concise, and easily understandable, information relating to the coverage for pre-existing conditions. The information is located throughout the website and in the policy.   We encourage policyholders to carefully review the policy to ensure that it meets their needs and understand both their and the companys responsibilities and obligations if a loss occurs.

Further,it is consistent throughout the pet insurance industry that pet insurance does not usually cover pre-existing conditions, but a pre-existing condition will never prevent a policyholder from obtaining pet insurance. The intention of pet insurance is to protect pets for things that might happen in the future, not in the past.

Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.

Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.

Regards,
*********************
US Compliance Officer
***************

Customer response
11/30/2023

Complaint: 20777795

A month after Ive filed a complaint, my monthly premiums has increased. How convenient. I dont need another response from *********! Theyve made their decision and so will I.
I am rejecting this response because their response suits their decision to pay the claim, End of story. No other response from ********* is wanted or needed. I will be discontinuing my policy with them.

Sincerely,

***************************
Initial Complaint
06/15/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I signed up 3 animals for the exact same plan. 1 animal was given a larger deductible against my wishes. I did not find out until I filed my 1st claim. I called to get it fixed and was denied my service, and refused to honor the claim for the current bill.
Business response
06/29/2023
Please see attachments for response. Thank you.
Customer response
06/29/2023

Complaint: 20192390

I am rejecting this response because: As stated, the policy was done via internet but I did not choose the $500 deductible option. In fact, I received numerous quotes to see what would better be equipped for my family. I chose the $250 deductible. In addition, once I realized there was a mistake it was brought to the company's attention, and my response was " Well we don't offer the 250 deductible anymore so we can't help you".
I am happy to pay any back premium. That would've been due in order to have his policy have the ****** deductible, I have several policies with them and just want what I signed up for.

Sincerely,

*******************************
Business response
06/30/2023

June 29,2023

Better Business Bureau
*********************************************************************

Case #                                             :20192390
Consumer Info                            : *****************************

Dear ******************,
We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by Consumer ******************************   ManyPets, **** (ManyPets) is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf. ManyPets, **** has reviewed and responds as follows:
POLICY 1-MPI-AZ-09-01346591-00
ManyPets and Accredited issued Pet Insurance Policy 1-MPI-AZ-09-01346591-00 for *** with effective dates March 30, 2022 to March 30, 2023 issued to ****************************** The insured is provided coverage under the Accident & Illness with the following coverage limits:

              Co-insurance:                90%
              Annual deductible:      $250

POLICY 1-MPI-AZ-09-01346588-00
ManyPets and Accredited issued Pet Insurance Policy 1-MPI-AZ-09-01346588-00 for Axel with effective dates March 30, 2022 to March 30, 2023 issued to ****************************** The insured is provided coverage under the Accident & Illness with the following coverage limits:

Co-insurance:                90%
              Annual deductible:      $250

POLICY 1-MPI-AZ-09-01347411-00
ManyPets and Accredited issued Pet Insurance Policy 1-MPI-AZ-09-01347411-00 for ****** with effective dates March 30, 2022 to March 30, 2023 issued to ****************************** The insured is provided coverage under the Accident & Illness with the following coverage limits:

Co-insurance:                80%
              Annual deductible:      $500

The Complaint alleges that Complainant did not intentionally agree to a different co-insurance and annual deductible for the policy issued for ******.  However, Accredited maintains the position that the customer agreed to the terms of the policy.   Complainant purchased the three (3) above policies on the ManyPets website and selected the options for all three (3) policies herself.  While we can understand Complainants frustration, Accredited had all available deductible options available and had no involvement in the selections Complainant made. Therefore, for the claim reported for ******, the $500 deductible applies.

Accredited Surety and ***************** **** (Accredited) does not intend to waive its right nor shall Accredited be estopped from asserting any applicable defenses in the future.
Should you have any questions or comments regarding our handling on your behalf thus far, please feel free to contact the undersigned.

********************* Customer Support Manager
********************

ENCLOSURES:

Insurance policies
Initial Complaint
06/14/2023
Complaint Type:
Order Issues
Status:
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.
I contacted the company speaking to their representative who stated the policy I chose in a recorded call had no deductible deciding to proceed and paying my monthly premium. When speaking to their representative ******** yesterday was told my pet *******'s policy has a fiver hundred dollar deductible which is simply not true as either the representative lied to me when purchasing the policy or assigned incorrectly. I asked to speak with ********'s supervisor where after an extended wait an individual named ***** took the call asking if I had read my policy despite making her aware I was misled into purchasing this policy for ******* where the company's representative stated to me at this monthly price I would have a zero and not a five hundred dollar deductible the company is now stating.I have asked for the call to be pulled and listened to where I expect the company honor the zero dollar deductible at this price as was told to me by their representative or want to be fully refunded. Thank you.
Business response
06/22/2023
We reached out to our policyholder directly and resolved the issue. The customer no longer wants a refund and requests to remain with our organization
Initial Complaint
03/04/2023
Complaint Type:
Product Issues
Status:
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.
I quoted on Manypets.com two weeks ago and received an email saying "We saved xxx's quote" from them a few days later. After doing some more research, I've decided to purchase their plan. I opened that email, clicked on the "Use this link to continue with your quote" link and did see the plan that I was planning to buy. I double-checked my pet's profile before checking out since I'm a cautious person, however, when I come back to the plan details page, I suddenly found that both the reimbursement % and annual deductible amount of my policy are different, and there was no way for me to change it back.I called their customer service and was simply told that the plan I selected is no longer offered to new customers. No explanations, no apologies, and no help. But I was able to see it when I first open the email, then it was gone just because I reviewed my pet's info which has nothing to do with the plan I'm trying to get? I understand that changes happen, but if you tell your customer that their quote is saved, then you should keep the promise and at least honor this plan to those who already quoted for it, instead of letting the customer blame themselves for clicking that stupid "pet details" button all day long.
Business response
03/10/2023
March 10, 2023

VIA BBB website

Better Business Bureau
235 *************** #***
*******, ** 30303
Attn: Customer Relations Representative

Case #                                              :19540788
Consumer Info                             : **************

Dear Customer Relations Representative,

We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by Consumer ************** (Consumer).   ManyPets, **** (ManyPets) is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite on its behalf. ManyPets has reviewed and responds as follows:
We understand that Consumer obtained a new business quote from ManyPets but did not immediately purchase. It appears she returned to the quote approximately two (2) weeks later and certain options were no longer available which increased the premium.   While we do save the quote if not immediately purchased, the quote is not saved indefinitely. Accredited and ManyPets can only guarantee the quoted premium for 24-hours after the quote has generated. This is and has been our standard operating procedure.
Further, the statements about not being able to purchase the same co-insurance and deductible options as Consumer was quoted is correct. During the at least two-week period between the quote and when she attempted to purchase, an underwriting decision had been made to remove the 90% co-insurance and $250 deductible options on a countrywide basis. Those options are no longer available to any consumers. We understand Consumers frustration; however, this was a business decision to ensure the continued financial stability of the ManyPets Program for the benefit of our policyholders.
ManyPets and Accredited Surety and ***************** **** (Accredited) does not intend to waive its right nor shall Accredited be estopped from asserting any applicable defenses in the future.
Should you have any questions or comments regarding our handling on your behalf thus far,please feel free to contact the undersigned.

********************* Customer Support Manager
********************
Initial Complaint
11/21/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased health insurance on my puppy back in July through the company, Many Pets. They automatically draft the policy's amount monthly, so I didn't have any problems paying. Fast forward, my wallet was stolen in the beginning of October, and I had to cancel all of my cards. I honestly thought I continued all of my auto payments once the new card was received, but Many Pets slipped my mind.On October 30th I received an email from the company stating that they have terminated my policy due to none payment. I called them on the next business day explaining what happened in hopes to being able to pay and continue with the same policy. I was told that they can no longer honor that policy because I was sent an email about the none payment before the termination. That part isn't true. I was told that they have record of me receiving and opening the email. I asked for the proof and still haven't received it. I tried to explain that there is no way I received an email about the none payment and I ignored it. I went through my trash and my junk mail and did not see anything from Many Pets. I know I wouldn't have purposely let this lapse because my puppy recently had surgery, so I know for sure that I needed this coverage. It was a lot of back and forth but nothing was done on my behalf. I was told that I can start a new policy, but any previous conditions will not be honored. This is where the problem comes in. I cannot start a new policy and not have my puppy's leg insured, and I honestly feel like this is why I didn't receive anything other than the cancelation email. I feel like my policy was dropped purposely. Again, I would never let this policy drop knowing all the money that I've had to put out for my puppy. I feel like this is very unfair. I've called and sent emails asking to speak to someone in higher demand only to be told that they'll be in touch, but I still haven't spoken to anyone about my policy being reinstated.
Business response
11/28/2022
November 28, 2022

VIA BBB website

Better Business Bureau
235 *************** #***
*******, ** 30303
Attn: Customer Relations Representative

Policy No.                                        : 1-MPI-LA-09-01371232-00
Policy Period                                  : 7/18/22 to 7/17/23
Case #                                              :18446734
Consumer Info                             : *****************************
Name of Pet Insured                    : Bleu

Dear ******************,
We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by Consumer *****************************.    ManyPets, **** (ManyPets) is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf. ManyPets, **** has reviewed and responds as follows:
POLICY

ManyPets and Accredited issued Pet Insurance Policy 1-MPI-LA-09-01371232-00 for Bleu with effective dates July 18, 2022 to July 18, 2023 issued to ****************************** The insured is provided coverage under the Accident & Illness with the following coverage limits of 100% of each approved claim with a $250 deductible annual deductible.

Under this policy, Accredited insureds a ********* Terrier (dog) that lives at the insureds location ********, **.

CAUSE OF CANCELLATION:

The Policy at issue was cancelled due to non-payment on October 30, 2022 retroactively to midnight STD on October 24,2022.   Our review of this matter shows that ManyPets contacted **************** via email advising that we had trouble billing her credit card, and that the Policy would cancel if payment was not received before October 30, 2022. The attached documentation shows that the Many Pets email sent on October 23, 2022 was read on October 24, 2022. Further, a Notice of Cancellation was sent via email on October 24, 2022. We would like to note that the customer had opted-in to electronic communications so this was the preferred method of communication between ManyPets and ****************.

**************** contacted ManyPets via telephone on October 31, 2022 and via email on November 4, 2022 to discuss the matter; however, made no effort to contact us prior to the October 30, 2022 deadline for premium payment. Per the Complaints own submission to the Better Business Bureau, she was aware that she had cancelled all her credit cards in October 2022 and that she failed to contact ManyPets to provide her updated credit card information.

Reinstatements are not standard business practice when a policy cancels due to nonpayment;however, because we understand Ms. ******* concerns and the circumstances at issue in this matter, we have waived this rule for this Policyholder and will allow for reinstatement. Reinstatement is currently in process and **************** will be advised shortly.

Accredited Surety and ***************** **** (Accredited) does not intend to waive its right nor shall Accredited be estopped from asserting any applicable defenses in the future.
Should you have any questions or comments regarding our handling on your behalf thus far,please feel free to contact the undersigned.

********************* Customer Support Manager
********************

ENCLOSURES:

Insurance policy
Cancelation notice
Proof of delivery
Customer response
11/30/2022

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,

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

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