Business Profile

Pet Insurance

PTZ Insurance Agency, Ltd.

Complaints

This profile includes complaints for PTZ Insurance Agency, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

35 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/24/2025
Type:Customer Service 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.
My account number is ******** Pet Princess SchalkI took her to the ** at LIVS in ********* on 1/21 and she was admitted. She had a follow visit after that . I submitted all the claims with detailed records for each visit. The claim numbers areClaims 6015480, 6029918, 6039389, and6030021 . I received confirmation that they had they had the claims. Then they requested records from my primary ************************, Massapequa from 8/29 to current visit. I emailed them promptly to *************************** They closed the claims. I have been calling for the past two weeks and the women I speak to have been sending emails to this group and asking them to open the claims and process them. They have done nothing. Please have them reopen my claims and complete them.Thank you,Mrs ******
Business Response
Date: 03/11/2025
Please refer to attached.
Customer Answer
Date: 03/12/2025

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:01/24/2025
Type:Customer Service 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've submitted multiple claims and they all get denied for nonsense reasons. No way to contact. This is clearly a scam.
Business Response
Date: 02/07/2025
Please refer to the attached response advising direct correspondence will be sent to the customer.
Customer Answer
Date: 02/07/2025

Complaint: 22851669

I am rejecting this response because: they did nothing to resolve the issue and are very much a scam.

Sincerely,

******* *****
Business Response
Date: 02/10/2025
Please refer to the attached.
Customer Answer
Date: 02/10/2025

Complaint: 22851669

I am rejecting this response because: they still havent tried to resolve what appears to be an obvious scam with me. They just keep saying they cant discuss it, but don't reply to my emails so its just an excuse. Its a scam. Dont use them.

Sincerely,

******* *****
Business Response
Date: 02/18/2025
Please refer to the attached.
Customer Answer
Date: 02/19/2025

Complaint: 22851669

I am rejecting this response because: They didnt solve it, they arent communicating and then keep saying, "we cant discuss what we never discussed". What a bunch of fools. Dont purchase anything from this company.

Sincerely,

******* *****
Initial Complaint
Date:12/06/2024
Type:Product 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 10/30/24 I paid for PTZ insurance for ***** out of my checking account. This company had a 30 day cancelation policy were you get your money back. Well I canceled my policy on 11/18/24 and they said I will be getting my full refund back. They said they sent the refund back to my checking on 11/25 well I waited a few days to see if it hit my account well I never got the money back in my account. So I keep calling *** asking for a supervisor to see were my money is at, well they won't let me talk to the supervisor. One lady said she will call me back and email me saying they refund me my money back on the 25th well I never got a email or phone. So then I called again was like bank don't even see the refund that sent there on the 25th well some lady was like let me see if I can get a trace number were the refund was done on the 25th well I never received a phone call or a email. My bank can't do anything as this was done in October only how my bank can do anything is if this company can email me something staying that the refund was sent back to my account. All I would like back is just my *****.
Business Response
Date: 12/18/2024
Please refer to the attached.
Initial Complaint
Date:11/22/2024
Type:Customer Service 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 two past due payments:$60.88 that was due on 11/2 and$119.73 that was due on 11/12.I would like to pay the $60.88 but can't find on their web site how I would make just that payment. If I try to make a payment it defaults to the sum of the payments, $180.61.I have made three calls to the company, collectively spending near 30 minutes trying to get a hold of someone. There is no way, in their automated system, to get connected with a live body. I tried to make a payment over the phone and their system does not ask how much my payment is. It automatically tries to make my payment for the full amount of the two together.
Business Response
Date: 12/06/2024
Please see attached.
Initial Complaint
Date:11/20/2024
Type:Order 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.
When I rescued my 1st dog 9 years ago- I signed up for 24 PetWatch for pet insurance. I have rescued 2 more dogs since then and added them to the policy. I pay $188.80 a month for all 3 dogs on 24 PetWatch. We have the Champion Policy that covers ****** annually/80% reimbursement/$250 deductible. It covers traditional/holistic/dental etc... I have just been informed that they will not be continuing with pet insurance and that ********** will pick up the policies at the end of the term. I received an email from ********* informing me that in December I will have to pay $160.00 for one of my dogs. When I called to inquire the price hike - I was told that since my dog is now 9 - that is the price. I questioned that they were taking over the previous policies and was told that they were and would be covering any pre existing condition as a courtesy. I expressed that that price is out of my price range. I was also told that they have and offer different policies, but when I asked what they offered different than what I was paying for with 24 PetWatch, they could not answer. In order to bring it down to $127 a month for 1 dog- I has to raise the deductible to 1000 and lower the annual reimbursement. I pointed out that it was not fair that I was getting penalized for a business closing and that they were not assuming the policies in good faith if they were tripling monthly payments. 3 weeks later - My 2nd dog was transferred over and that was even more a month. I called again and told them I could not pay over 400 a month for 2 dogs and that I would have another coming over after that policy ended. I once again had to cut wellness, up the deductable/and lower the annual. That only brought it down to 200 for 2 dogs. If I go to another carrier - they won't cover anything previous. I explained again to ********* that was not good business forcing loyal customers to pay triple each month because they had people cornered. The response was "well we won't go out of business"
Business Response
Date: 12/06/2024
Please see attached.
Customer Answer
Date: 12/09/2024

Complaint: 22579714

I am rejecting this response because: my issue is not with 24 PetWatch. They have been a wonderful company - My issue is with ********* and they have sent a response via email explaining that they are raising the premiums and blaming PA for the increases. I am cancelling my policies once they change to ********* because I will not work with or give my business to a company who is "helping" PetWatch and then takes advantage of that company's customers by raising premiums 2/3 times the amount. I have lost coverage and pay more - that is not helping a company or the customers.
Sincerely,

******* *******
Initial Complaint
Date:11/16/2024
Type:Product 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.
On sept 10, 2024 a charge was made to my credit card for $19.95. It was an unauthorized charge and I was not told what it was for. I called customer service and ******* ******* told me to send her copy of charge statement (which I did) then she said she would notify the it Department to remove it. A week later I called again and ****** said she would expedite it with It. A. Week after I called and **** would not connect me with a supervisor and no one ever called me back. I found a corporate address of PTZ Insurance at ********************************************************************* and sent a letter to be signed for . Apparently they would not and it was returned.I then found an address of 24 Petwatch at ********************** I sent a letter on Oct 30, 2024 and have not heard back.I want a refund and more important I want my credit card removed from their files
Business Response
Date: 11/27/2024
Dear Better Business Bureau,
24PetWatch is responding regarding the above-captioned matter. Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** Miller directly and provided a total refund of $39.99 for the inconvenience on this matter and the individuals involved in the poor handling of this issue addressed. As per her request her credit card information has also been removed from our database.
If anything further is required, we are happy to assist.
Customer Answer
Date: 12/05/2024

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:09/05/2024
Type:Customer Service 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.
My 8 year old chocolate lab named ***** was diagnosed with both liver and kidney disease in 2017. One of the medications he is on for his liver is called Hepato Support. I purchase this medication from my veterinarian, ******************************, located at *************************************. ***** health insurance has always paid for this medication until recently. First, they coded it as a "professional service" instead of a medication and then asked for the records. The veterinarian's office sent ******* entire records to the ***** several times. They are still saying its a professional service. I have gone back and forth with the ***** several times and nothing has changed. I called this morning and asked to speak with a supervisor. They said they would have one call me back and I have not received a phone call. I told them if tI didn't hear back by 10am that I would file a complaint with the AG's office because this is basically insurance fraud and it's the insurance company that is being fraudulent.
Business Response
Date: 09/19/2024
Please refer to attached.
Customer Answer
Date: 09/23/2024

Complaint: 22242739

I am rejecting this response because:

He was diagnosed in September of 2017 with Liver Disease. He has been on this medication since then. I have been reimbursed for this medication in the past.

Sincerely,

****** *********
Business Response
Date: 09/25/2024
Please see attached response.
Customer Answer
Date: 09/30/2024

Complaint: 22242739

I am rejecting this response because: They are stating he no longer needs a medication he has been on for years. He has liver disease and the medication is working to keep his enzyme levels down. Taking him off the medication could possibly lead to his death.

Sincerely,

****** *********
Initial Complaint
Date:08/27/2024
Type:Customer Service 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.
First time I called, the agent MULTIPLE times if there was a free option, she told me there was NO free option to update the chip information. I had to pay the fee. I heard from another pet owner that there was a free option.So, I called back twice to and asked AGAIN about the free option and they again LIED to **** emailed them regarding my compaint and have NOT heard back after 2 weeks.I want my money back. *****
Business Response
Date: 09/10/2024
please see attached letter.
Business Response
Date: 09/11/2024
see attached.
Initial Complaint
Date:08/01/2024
Type:Customer Service 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.
Bought pet insurance. Months after purchase dog was injured needed surgery. They claimed preexisting even though there was nothing beforehand. Vet made an error on paperwork that was used simply as an estimate. I durance trying to use estimate not actual claim paperwork which was correct paperwork. They denied. Filed appeal and have heard nothing back for over 2 months. This is a rip off company and they are trying to wait out a clock. We followed their rules and yet they refuse to pay. Never wanted our dog injured but she is a hard playing dog. It happens and they do not uphold their end of agreement.
Business Response
Date: 08/14/2024
Please refer to attached.
Initial Complaint
Date:06/28/2024
Type:Customer Service 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.
Purchase pet insurance named SPOT on or about February 2024. Auto deposit of $59 per month deducted from checking account. 80% reimbursement was in contract of insurance however, I have filed three or more claims and never reimbursed as SPOT claims I have not sent my pets full medical records. I have faxed full medical records as well as **** hard copy of medical records to them. **** will not reimburse as promised in contract therefore I want full refund of payments I have made to them to date appt $240 .In my opinion they are a scam pet insurance I appreciate your assistance thank you
Business Response
Date: 07/24/2024
See attached response
Customer Answer
Date: 07/27/2024

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

PTZ Insurance Agency, Ltd. is BBB Accredited.