7 Customer Reviews
Review from Alasdair M
1 star07/17/2024
I have a PetPartners policy (AKC Pet Insurance). It's not been a good experience. One dog needed a procedure in March and I phoned to check if we were covered. I was told that "you should be covered" which was reassuring. Our dog had the procedure in April, then the claim was denied as it's not covered under the policy. A few thousand dollars gone. I contacted them via the claims email address to ask for a review and still no response 3 months later. I have submitted another claim this week, and another denial as it's pre-existing. A skin condition that she hasn't had before? How can that be pre-existing. I am very dissapointed, especially as I cannot speak with the claims department, they only communicate via email, which it seems they don't respond to. I'm not sure where to go next, maybe the ************************* But there's one thing I can do, cancel the policy.
PetPartners, Inc. Response
08/09/2024
Hi ********, thank you for reaching out and sharing your feedback with us. We're sorry to hear that your experience didnt meet your expectations. Were saddened to see you go and want to extend our best wishes to you and your pet for the future. If you would like to share your concerns with our customer care team, please contact ************ so we may discuss your account in greater detail.Review from Chris T
1 star06/11/2024
Signed up for insurance with new job - Initially we thought it was lucky that my dog was to experience physical trauma to their eye, and thought we were insured with the "Accident" coverage. However, after $600 and multiple vets and eye specialists later, both my insurance claims were denied, without any other reason that a number that stated "Illness". I requested multiple times a response to why our dog was not covered due to an actual accident - and non illness related trauma to their eye. I had sent all the vet invoices and descriptions of the reason of our dogs eye ulcer was caused due to physical trauma due to accidental nature, yet PetPartners still denied the claim because they could. No explanation, no emails back, no phone calls back - absolutely deplorable "classic insurance" behavior. I will immediately stop using their service, because at this point we are spending out of pocket for "coveragable" incidents. Wish I could leave 0/5 starsPetPartners, Inc. Response
06/21/2024
Hi *****, we are sorry to hear that you are unhappy with your pet insurance experience. Our claims determination process is based on the terms and conditions provided at enrollment. However, if you believe a claim was incorrectly denied, we would be happy to take another look at it. If you would like to share your concerns with our customer care team, please contact us at ************ so that we may discuss your account in greater detail.Review from Nan H
1 star06/10/2024
I purchased insurance for our dog, ******** through the *** website, in December, 2023. I took ******* for allergy testing at the end of February. She had never been treated for allergies so it was not a pre-existing condition. However, my claim was denied in May because of "Pre-Existing Conditions" despite no history of this in her medical records. I appealed this denial and subsequently uploaded her complete medical history. Three days l received an email asking for the names of *******'s veterinarians, which was included in her records. I highlighted the names of her doctors and resubmitted it. When I called today to check on the status of my appeal, I was told that their investigations for appeals *********** weeks to complete -- 2 weeks from today. A formal "investigation" to review my dog's medical records that prove that she was never treated for allergies? She's only 2 years old. No Apoquel, no Cytopoint, no Prednisone, and no office visits for allergies. Why does it ***********-weeks to figure that out? Is PetPartners going to reimburse my claim? Right now, it doesn't feel like it. Instead, it feels like I'm getting the run around.PetPartners, Inc. Response
06/21/2024
Hi *****, we are sorry to hear that you are unhappy with your pet insurance experience. Our claims determination process is based on the terms and conditions provided at enrollment. However, if you believe a claim was incorrectly denied, we would be happy to take another look at it. If you would like to share your concerns with our customer care team, please contact us at ************ so that we may discuss your account in greater detail.PetPartners, Inc. Response
06/24/2024
Hi ***, were sorry for any frustration you've experienced with the claims process. We have sent this to our team for review. Although we try to process claims and appeals as quickly as possible, sometimes they can be delayed if we are waiting on required documentation to process the claim, such as a complete invoice, a clear diagnosis/reason for the visit, or medical records. Our customer care team would be happy to speak with you in greater detail over the phone. Please contact them at ************.Review from Nancy F
1 star02/13/2024
Untrained cost my dog horrible death ignorant agents don't know job this is worst don't recommend hate someone would go through my painReview from Christine C
1 star08/25/2023
Signed up July 2022 as my dog was diagnosed with epilepsy & they advertised they cover pre-existing conditions after a year. Spoke to representative, explained medical history, and was told to sign up, add hereditary/generic condition coverage, and anything (Dr visits, prescription meds, tests) would be covered after 1 year (minus the deductible I chose). Well, a year went by & I filed my first claim. Denied due it being a pre-existing condition. Was given some ridiculous excuse that I have to wait another year due my state only being 006 in 2022 & now is 008 which covers this?!?!. I was not told anything about this when I signed up. Even called and confirmed everything after I got original policy declaration page. I was lied to, and feel they fraudulently conned me out of money. I waited the year as advised & as advertised when I signed up. They should honor their word and cover the claims.PetPartners, Inc. Response
09/25/2023
Hello *********,
We sincerely appreciate you taking the time to share your concerns with us. Your feedback is invaluable, and we deeply regret any inconvenience you may have experienced due to the previous miscommunication.
We fully understand that the health and safety of your pet is of utmost importance. Rest assured, we have diligently addressed the issue, and I am pleased to inform you that it has been resolved. We have made sure your claims are promptly & accurately processed, and your pre-existing coverage is in full effect.
Should you have any lingering questions or require further assistance, please do not hesitate to reach out to our dedicated customer service team at ************. Your satisfaction and peace of mind are our top priorities, and we are committed to delivering the highest level of service.
Once again, we thank you for bringing your concerns to our attention. Your feedback plays a vital role in helping us enhance our services. We look forward to the opportunity to speak with you soon and ensure that all your pet's insurance needs are met to your satisfaction.
Sincerely,
AKC Pet Insurance
We would like to thank you for bringing this matter to our attention. We apologize for any miscommunication in the past. We understand the health and safety of your pet is the most important thing.
We are happy to report this issue has been resolved. You should see your claims processed and your pre-existing coverage in full effect at this time.
Please reach out to our customer service team at ************ if you have any further questions. We value your feedback and appreciate the opportunity to improve our services.
Thank you again for bringing your concerns to our attention. We look forward to speaking with you soon.
Sincerely,
AKC Pet InsuranceReview from Dawn P
1 star08/03/2023
My 12 week old puppy had seizers and was hospitalized. My claim is being held up because a diagnose cant be made. She weighs 3 pounds and had lung issues in the hospital. I have followed every demand they have made and jumped through every hoop but they are still not processing my claim! It is unreasonable and to put my puppy through an MRI to see IF we can get a diagnoses. I was advised not to do an MRI by the neurologist. I get claim rules but sometimes they are not attainable. It has been 2 months. Totally disappointed in AKC!!!!PetPartners, Inc. Response
08/09/2023
Hello ****,
Thank you for taking the time to share your feedback regarding your experience with AKC Pet Insurance. We understand this can be incredibly stressful, and we apologize for any frustration or inconvenience this situation may have caused you.
We want to assure you that we take your concerns seriously and will do everything in our power to address them. Our aim is to provide the best possible service to our customers.
We understand that the claims process can sometimes be complex, requiring specific documentation and diagnoses. At this time the veterinarian is not sure of your puppy's final diagnosis, or if the condition is inherited/congenital. Once we have the final diagnosis we are able determine eligibility.
Policies with strictly accident and illness coverage would be excluded from any inherited or congenital conditions.
Please reach out to our customer service team at ************** if you have any further questions. We value your feedback and appreciate the opportunity to improve our services.
Thank you again for bringing your concerns to our attention. We look forward to speaking with you soon.
Sincerely,
AKC Pet InsuranceReview from Robert M
5 stars11/30/2021
******* from the AKC Pet Insurance Customer Care Team really helped me understand what I've been paying for with my insurance that I never really understood. She was able to use relatable language with me and for the first time, I feel like I actually know what I am paying for. Thank you so much! Very pleasant experience!
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