Complaints

• Initial Complaint

  10/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I 1st started my many pets pet insurance plan a little under a year ago for my cat, chicken. After 2 months into my policy he was diagnosed with diabetes. Hes been doing well and has been receiving treatment, with many pets reimbursement per my policy's guidelines, up until now. On October 3rd I had some fraudulent activity on my debit card I contacted my bank and was sent a new card in the mail however this affected my auto billing for my many pets plan which drafts on October 7th. On October 19th after recieveing my new card I logged into my many pets account, only to see that it had been canceled as of that day. I contacted many pets and spoke to someone who told me that the plan as of 12 am on October 19th been canceled but being that I was calling within a 24 hour period to update my paymeny It shouldn't be a problem to get the policy reinstated. I was told my issue had to be escalated to a supervisor and I would hear back the following day. 5:36 PM on october 20th i recieved an email stating that they could not reinstate my previous policy but that I would be more than welcome to join in 18 months after my pet showed no signs or symptoms of diabetes. I called many pets **** # again and spoke to supervisor that escalated my situation yet again. It had not even been 30 days from the policy billing date for this to occur in fact it had only been 11 days since the 1st attempt of taking the funds from my account, and for many pets to cancel my policy with no help and now i can not find any insurance that covers preexisting conditions for my pet. I called on the date of the policy canceling this should not have been an issue to reinstate and/or if there was nothing that could be done not telling me I had to wait another 18 months to receive coverage. I am disgusted and still have yet to receive a response about the escalated attempt for the new 2 times that has been done thus far.

  Business response

  10/25/2022

  
  
  
  
  October 25,2022
  
  Better Business Bureau
  235 *************** #***
  *******, ** 30303
  Attn: *********************
  
  Policy No.                                      : 1-MPI-**-09-01336160-00
  Policy Period                                :February 7, 2022 February 6, 2023             
  Case #                                             :18301933
  Consumer Info                            : ******************************;           
  Name of Pet Insured                 : Chicken
  
  
  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-**-09-013361610-00 for Chicken with effective dates February 7, 2022 to February 6, 2023 issued to **************************************  The insured is provided coverage under the Accident & Illness with the following coverage limits:
  
                Co-insurance:                90%
                Annual deductible:      $250
  
  The policy is subject to a $250.00 annual deductible. The policy is also subject to a 90%Co-Insurance requirement.
  
  Under this policy, Accredited insureds a ***************** that lives at the insureds location of 9 **************************, ******************* **, 10579
  
  CAUSE OF CANCELLATION:
  
  The Policy at issue was cancelled due to non-payment on October 19, 2022.   Our review of this matter shows that ManyPets delivered notices to **************************** advising that we had trouble billing her credit card and that the Policy would cancel as of October 19,2022.   The attached documentation shows that she received cancellation notices on October 6, 2022, October 7, 2022, October 12, 2022, and a final cancellation on October 19th, 2022. Attached screenshots also confirms that the ***************************, despite receiving the emails, did not open the last two notices until October 20th,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 ****************************.
  
  Before the complaint was submitted to the BBB, **************************** had called and insisted that the policy be reinstated by ManyPets and Accredited due to the pet having diabetes, which requires ongoing treatment and would be considered pre-existing on any policy (with or not with us) going forward. 
  
  Reinstatements are not standard business practice when a policy cancels due to nonpayment; however,  because we understood Ms. ********************* and the circumstances at issue in this matter, we have waived this rule for this Policyholder and allowed for a reinstatement.
  
  The reinstatement request was submitted to ManyPets Tech and Payments Team on Friday, October 21, 2022 and such a request will  take a few days for processing.  However, we can confirm that the Policy is undergoing reinstatement back to the date of cancellation (October 19, 2022).We hope that this processing of the reinstatement satisfies the concerns of both **************************** and the Better Business Bureau and resolves this matter. 
  
  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
  
  
  Sincerely,
  The ManyPets team

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted the third and final claim to ManyPets for medical care for my cat on or about August 18, 2022.I have been in a back and forth email conversation about this claim from ********************** clinic, ******************* Clinic, for $70, marked "paid" on the invoice I submitted to them. I was instructed to upload it again & again because they "did not receive it". This claim should be paid at 90%, for a total reimbursement of $63. The claim rep *********** and ***** continue to affirm there is no 3rd claim. Can you help me ? Sincerely,Ms. *************************** ************ *******************

  Business response

  09/19/2022

  We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by ******************************************   Our initial review indicates that there may be some confusion relating to this matter and we are happy to clarify for Ms. ***** and the Better Business Bureau.   We issued Policy 1-MPI-GA-09-01372102-00 with a policy period of July 5, 2022, to July 5, 2023.  The annual aggregate policy limit is unlimited for approved illness and injury treatments, with *************** and Accredited Surety and **************** paying 90% of each approved claim with an annual deductible of $250.00
  Upon our receipt of the initial claim on August 17, 2022, we conducted our investigation and review of Policy.   The date of loss for this claim is August 5, 2022, which falls within the policy period and Ms.***** submitted a loss amount of $70.00.  Upon receiving the patient record, which contained parts that were illegible, we reached out to the Veterinarian to confirm details. While speaking with the Veterinarian, we were informed that the cat, ****, received an additional treatment the day prior for $25.00. Therefore, upon obtaining this information during our investigation,the Claims Adjuster increased the loss amount from $70 to $95. The claim was then approved on August 25th, 2022.  As there was $41.20 remaining on the annual deductible and a 10% copay, reimbursement was in the amount of $44.30 and the direct deposit was made on August 25th, 2022. Please reference the explanation of benefits for claim  cas_n7zfak.
  Additionally, we also approved the claim for $233.36 on August 22, 2022.
  To date, only two (2)claims have been reported to us under this Policy as detailed above.  We are willing and ready to work with Ms. ***** regarding the additional claim she has advised has been reported and of which we have no record.  We attempted to call Ms. ***** on September 15th and have also reached out via email but have been unable to make contact.   We ask that Ms.***** submit the additional documentation to us at her earliest convenience for our review.  Both Accredited Surety and ****************, ****(Accredited) and ManyPets **** do not intend to waive its right to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defense.

*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. ↩