ComplaintsforEmbrace Pet Insurance

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pet Insurance Scam/Bait and Switch: I had secured pet insurance through embrace even though it was more costly than other pet insurance companies because I was told while rates would go up as costs do go up, it would never be more than 15-20% in a year and was not dependent on the use. It would only go up more than that if I increased my coverage for my pet. Well, I got the renewal notice, and it is going up by 35%, from approximately 1020 dollars/year to over 1,380 dollars/year. I called and spoke to Joe Delaney and then his supervisor Kelly W. who informed me it was because of breed of dog, tenure of coverage, and increase in costs. The breed of my dog hasn't changed, the tenure of my coverage couldn't be any longer, she is only 1 year old, and inflation over the last 12 months has been 3.4%. Furthermore, surveying other customers, no one else has had such a dramatic increase, not just this year, but ever. I am appalled that I am being targeted for using my coverage as that is the only reason I can see why my pet would be singled out for a change like this after being told something completely different a year ago. I of course am willing to pay the standard 20% increase but don't think I should have to pay more. The problem with changing companies after one year is that they no longer cover "pre-existing" conditions making it impossible to change. This is classic price gouging and unethical price discrimination. I would appreciate the BBB looking into the behavior.

  

  Business response

  07/11/2024

  Hello ******, we are sorry to hear that. We know a premium increase is never ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception.  Some of the factors that impact premiums each year include the age of a pet, tenure of the policy, and inflation which includes the increase in veterinary costs. It is important to remember that these increases are not based on your policy alone, but are based on actuarial data of all the policies we have in force. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens. 
  
  We do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. Unfortunately, without adjusting coverage, we have no way to accommodate a lower premium price. Even small changes such as increasing your deductible by $100 so you pay a little more out of pocket before reimbursement begins can help lower your monthly premium. You can explore these options via your MyEmbrace account, or by giving us a call at ************. 

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There continues to be a lack in transparency in pricing and false information given at time of purchase.  They have not addressed the misinformation about increases given at time of purchase and the refusal to show any data to support the method of price increase or reason for singling out people for different price structures.  
  
  Regards,
  
  ****** *******
  
  
  
  
   

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to make contact with Embrace using multiple numbers on their website. No one ever answers the call. I have been on hold listening to music for 30 minutes, several times. I cannot get into my account using the user name and PW I have used since enrolling with them. I received an unusual email about my account being activated because they receive a payment. My payment is automatically submitted by my bank. . Submitted a claim in May which I have not heard from. I can’t even cancel my account because no one answers the phone.

  

  Business response

  07/08/2024

  Hello *** *****, thank you for reaching out with your concerns. We occasionally experience a high call and email volume but want to assure you we recognize that and are always assessing ways to reduce hold times and keep email response times within our typical standard of business. A claim was submitted for the date of service 5/28/24 with diagnoses of wellness rewards and an ear infection. **** had a related pre-existing condition on the policy, so medical records were required to attempt to expire the exclusion before we could process the ear infection portion of the claim. Records were received and reviewed, and the condition was able to be expired. We see the claim has now been processed and covered as of 7/5/24. We will have a Customer Care representative reach out to you directly to assist with any questions you may have and to ensure you are able to get into your online account. We appreciate your patience with our hold times, and please know our representatives are working through each call with care!

  

  Business response

  07/08/2024

  Hello *** *****, thank you for reaching out with your concerns. We occasionally experience a high call and email volume but want to assure you we recognize that and are always assessing ways to reduce hold times and keep email response times within our typical standard of business. A claim was submitted for the date of service 5/28/24 with diagnoses of wellness rewards and an ear infection. **** had a related pre-existing condition on the policy, so medical records were required to attempt to expire the exclusion before we could process the ear infection portion of the claim. Records were received and reviewed, and the condition was able to be expired. We see the claim has now been processed and covered as of 7/5/24. We will have a Customer Care representative reach out to you directly to assist with any questions you may have and to ensure you are able to get into your online account. We appreciate your patience with our hold times, and please know our representatives are working through each call with care!

  Customer response

  07/10/2024

  RECEIVED VIA TEXT BY BBB STAFF MEMBER:

  This txt is in relation to my message to the BBB regarding Embrace Pet Insurance. They were holding up a May claim, and there was no way to communicate in person. I finally heard from a rep on July 2 offering to help with being locked out of my account. My reply to the rep was I had cancelled the auto pay effective for the July payment. There was no need for help at this point. Thank you for helping get someone’s attention in this matter. Sincerely, Bonnie Baker

  Customer response

  07/10/2024

  RECEIVED VIA TEXT BY BBB STAFF MEMBER:

  This txt is in relation to my message to the BBB regarding Embrace Pet Insurance. They were holding up a May claim, and there was no way to communicate in person. I finally heard from a rep on July 2 offering to help with being locked out of my account. My reply to the rep was I had cancelled the auto pay effective for the July payment. There was no need for help at this point. Thank you for helping get someone’s attention in this matter. Sincerely, Bonnie Baker

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been charged for 6 months. I have been trying to cancel my account for weeks now. No one has returned my email and the wait times are too long on the phone. They say everything is "pre-existing" condition which is false. The business is a scam and I want ALL of my money refunded.

  

  Business response

  06/21/2024

  Thank you for reaching out, ******. We want to be upfront about our coverage and the exclusion of pre-existing conditions which is defined and agreed upon in our terms and conditions as: 
  
  32. Pre-existing Condition(s) means:
  a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or
  b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions.
  c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.
  
  We are sorry to hear you no longer wish to have your policy. We see you were able to speak with a representative who was able to process your request to cancel the policy based off the date you first notified us. We appreciate you sharing this feedback, as we are always looking for ways to improve while still abiding by our policy Terms and Conditions. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  About a month ago I cancelled my wellness plan with embrace I was going to cancel the policy altogether but the lady kinda pressured me to keep the emergency/basic coverages for my pet so I decided I would. During that phone call she never once said to me I would have to repay any amount and I pursued on my day. Fast forward a month later on 06/18/2024 after taking my dog to a vet clinic I decided to opt in for the vet clinics insurance plan and later that day called embrace to fully cancel my account. Upon doing so I was informed that I had a collection amount and that I would receive a call from ******* explaining this. I told the gentleman on the phone that it makes sense that I would have to repay the remaining amount of the wellness plan but why wasn't this brought up a month ago and why am I hearing about it now? The gentleman didn't have a answer for me and didn't know how much I would have to pay back either. Fast forward to today 06/20/2024 I received a email from ******* Kassay stating I had to pay $139 and I could do one payment or 3 split payments I emailed back and asked if she could explain the breakdown in charges expecting like a receipt attached or something but rather her rudely saying: "You were reimbursed $177.36, but only made two payments of $18.75 ($37.50.) 177.36 – 37.50 = 139.86" and that since I wasn't notified a month ago they would put a ban on my account. I don't really care I just want my account to be completely closed but I'm not sure where we stand since she hasn't yet to email me back. The whole thing seems very unorganized and she comes off very rude in her emails when all I kindly asked was an explanation of charges.

  

  Business response

  06/27/2024

  *** ***** purchased his Wellness Plan and Insurance policy online with coverage for both starting on 2/23/24.  Embrace's Wellness plan is an optional, separate, non-insurance product that can purchased in addition to the insurance policy.  This fact is state in all marketing material. When *** ***** purchased plan, he agreed to the terms and conditions which include this statement: 

  Wellness Rewards (if purchased)
  Wellness Rewards is a separate product and is not insurance. It is a budgeting plan that reimburses for preventative care. There is no waiting period or deducible and your funds are available on the policy start date. Your balance is to be paid off throughout the 12-month term. If you cancel your policy early and use more funds than you paid into the program, you'll be responsible for paying back the difference. Any remaining balance will not roll over to the next term. Please review the Wellness Certificate and Agreement that will be emailed to you.

  In addition, the attached Wellness Certificate was emailed immediately after purchase which outlines in detail how the program works. *** ***** purchased a $250 plan and was reimbursed $177.36, but only made to payments totaling $37.50, which is why our representative reached out seeking reimbursement of $136.86.  
  

  Please see email attached sent by ******* on 6/20/24 at 10: 05 am, before the filing of this complaint, which explains what is owed but also advises that we will not seek reimbursement since the representative on the phone was supposed to explain the process when he called to cancel.  As such, *** ***** has nothing due and his policy and wellness plan with us is closed. 

  Please reach out with any additional questions. 

  Sincerely, 

  ****** ***** 

  Sr. Compliance Manager 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 27 I signed up for embrace pet insurance premium.And they told me they need 12 months of medical history for my dog and the customer service rep told me that they will look for the medical history if requested and I said yes could you guys do that and he said yes sure. I asked how would I know if you guys don’t find the medical history so you can’t cover my insurance they said that they would call me. few months later My dog gets sick and I bring my dog to the vet and I call embrace Pet Insurance And ask him while sitting in the vet hey just calling because my dog sick I was making sure if I’m covered and my policy is fine and the rep told me yes I’m looking at everything it’s fine. You’re all set to go and even told me all my waiting periods were over and I was good. fast-forward to $1000 later and vet pills I put in my invoices for reimbursement through the insurance company and they deny me saying that my medical history for my dog was never provided and I called customer service and told them. Their employees told me that they would Call me if anything goes wrong and number two that I called on the day to make sure that my medical history is up-to-date and I was told it’s all set. Customer service got back to me and and listen to the past phone calls, and they also came to the agreements that I was misled and misinformed and employee did state that I was all set to go I misled, but they refused to give me a refund due to the fact that the medical history was not given to them, even though their employees both told me that they would call me and Number 2. I called them day of my vet appointment and was told, I’m covered in return, they told me that they would give me a refund only for the amount that I’ve paid them for the Policy 266 and not the amount of reimbursement that they owe me due to the fact that they’ve covered me I would like my $800 of reimbursement Since I was misled and taking advantage of Thank you, And hope for help

  

  Business response

  06/05/2024

  Hello, **. Thank you for reaching out regarding your concerns. Looking your policy over, you called and spoke with the Pet Insurance Advisor who sold your policy. We can assure you, we follow-up and review these calls to look for any coaching opportunities in order to help make sure that our Pet Insurance Advisors are ensuring our Pet Parents fully understand the policy they are purchasing. Aside from your phone calls, the correct information regarding the exam requirements and our process for gathering medical records, including what would happen if a pre-policy exam had not taken place, and how the policy works was made available to you within the Terms and Conditions. We will include the relevant section here for your reference: 
  
  PART II – CONDITIONS
  1. Your Pet must have been examined by a Veterinarian in the twelve (12) months prior to the Pet Original Start Date as shown on the Schedule Page(s) or within fourteen (14) days after the Pet Original Start Date. Failure to do so will result in your policy defaulting to an Accident only policy. Meaning you will have no Illness Coverage and your Illness premium will be refunded. You may add Illness Coverage back onto your policy once a qualifying Veterinarian has examined your Pet and detailed records for the exam are available to us. This will result in your Illness Waiting Period end date changing to the date of the first exam. No Illness  Coverage is available until a qualifying Veterinarian has examined your Pet, and Preexisting Conditions, if any, may be determined upon the date of the qualifying Veterinarian's examination.
  
  9. We will attempt to collect your Pet(s) medical history from all Veterinary Providers you inform us of at the start of your policy; however, we will not review the medical history until your Pet’s first Illness Claim is submitted, or you request a Medical History Review. This request may be made any time after the policy fourteen (14) day Illness Waiting Period is complete.
  
  These documents are provided within the initial policy activation email and also, always available for download within your MyEmbrace Portal. You also were sent a series of activation emails with general policy information as well, for you to review that also disclosed the exam requirements and offered a medical history review should you choose to have this performed early.  It’s very important as the administrator of the insurance contract that we follow the terms exactly as written and consistently for each insured when it comes to the exam requirement and determining pre-existing conditions. We see you already spoke with a supervisor regarding your concerns. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions. 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a policy for my mixed breed small dog. He is a rescue & don't know his breed. On a yearly visit to my vet, the vet listed him as a terrier mix. As I said we don't know his actual breed. Because of this they charged me $13 and some change & my policy increased to somewhere around $ 55.00. I have no paid claims with this company. Then the insurance company also said that there was a change in his birthdate which there was not. There was a listing for the date we got him. Not a change in his birth date that remains the same. Because of the change the vet listed as my dogs breed, they doubled my policy. I have an investment in this company having been with them for 1 year and would have liked to remain with them but cannot afford what was a $36.87.policy to $83.27 I would like to be reinstated as a policyholder under my previous fair monthly payment since the dogs breed was not changed. I submitted him upon applying for the policy as a mixed breed because that was my choice in their dropdown. If my vet chose to call him a terrier mix by observation that does not change his breed He is still a mixed breed. I hope you can help me this is the most ridiculous increase in a policy I have ever seen I cancelled the policy but would like to stay with the company because I have invested monthly payments

  

  Business response

  05/16/2024

  Hello *****, thank you for reaching out with your concerns. We would be happy to provide some clarification. As our Terms and Conditions state, we will review your pet’s medical history at the time of your first claim, unless a medical history review is requested early. If you request a review early or submit your first claim, our adjusters will then review your pet's medical history. During this review, if it is discovered there is a discrepancy in what we have on file with the breed or age, we do have to update this information to accurately reflect what is listed in the medical records.  Our premiums do take into consideration a pet’s age and breed when it comes to the premium because certain breeds are more prone to certain health conditions. If you disagree with the breed change, there is a way to submit an appeal. A team member has followed up with you via email to provide more information on this process. If you have any additional questions please follow up with them directly and they would be happy to assist you further!

• Initial Complaint

  04/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I submitted paperwork for my pet with a full bill and they to continue to ask for more stuff after receiving the full bill I paid

  

  Business response

  04/29/2024

  Dear BBB,
  I would be happy to discuss the case with you.

  This pet’s policy started on 9/12/23 and the waiting periods ended on 9/14/23 (accidents), 9/26/23 (illnesses), and 3/12/24 (orthopedic conditions). Our policy requires a medical review for all pet’s before we can process an illness claim, so we can determine any pre-existing conditions since those are excluded from coverage. Pre-existing conditions also exclude any related/underlying conditions and/or clinical signs. If the owner doesn’t request a medical review, the records are not reviewed until after the first illness claim is received.

  *** ****** submitted a claim for his pet ****** on 4/18/24 for dates of service 4/17/24 to 4/18/24. When the invoice was being processed by our administration department, it was found only 1 of the 5 pages were submitted for the invoice. For Embrace to process a claim we must receive a complete invoice showing payment as well as any applicable tax or discounts. As the additional pages were not submitted, Embrace sent a request to the veterinary hospital for the additional information on 4/23/24. On 4/28/24, *** ****** emailed Embrace upset that we were asking for discounts and taxes that did not exist on the bill and stated he would be calling to cancel his policy.

  *** ****** spoke with a customer service representative on 4/29/24 who let him know we were missing pages of the invoices that were needed to move forward with the claim. At that time, *** ****** sent all 5 pages to us and they are confirmed to be received. A duplicate claim was set up in error when the invoice was resent with the additional pages, so one of the claims is being removed from our system. The other claim is moving forward and should be processed soon.

  If you have any additional questions, please do not hesitate to ask!

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

  Customer response

  04/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ******
  
  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've wanted to cancel my insurance with Embrace for the last couple of months. Unfortunately, Embrace has no means to communicate account cancellation requests other than an 800 number that perpetually has "longer than normal" wait times, which I don't have time for. Nor do I want to hear a new pitch on a product that I no longer want. So I locked the credit card that I used for them to bill to. While they FINALLY cancelled my policy on April 17, and informed me that I would need to reapply to get coverage, they are still trying to charge my credit card on a daily basis. Please ask them to stop trying to bill me so that I can reactivate the credit card that they are trying to bill.

  

  Business response

  04/22/2024

  Hello, *****. We are sorry to hear you want to cancel your policy. We do have multiple ways to cancel a policy including calling in or emailing us. You can even respond back to our emails letting you know we are having trouble with your payment method letting us know you would prefer to cancel the policy. We will continue to try to bring your policy billing up to date, unless we are notified of your request to cancel.  To resolve your concerns, we went ahead and cancelled your policy per your request, and you will be receiving an email confirmation here shortly. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/14/2027 Paid out of pocket to veterinary clinic. Pet insurance did not cover, because vomiting is preexisting condition.

  

  Business response

  04/08/2024

  Dear BBB,

  I would be happy to discuss the case with you. This pet’s policy started on 8/12/22 and the waiting periods ended on 8/14/22 (accidents), 8/26/22 (illnesses), and 2/12/23 (orthopedic conditions). Before any illness claims can be processed, Embrace must perform a medical history review to determine any pre-existing conditions since those are excluded from coverage.  

  The medical review was completed on 9/28/22 and during the review **** was found to have an exclusion for vomiting. **** was first noted to have had vomiting episodes on 8/13/22, which was within the illness waiting period. This made vomiting a temporary exclusion until **** could go a full 12 months without reoccurrence and/or treatment for all vomiting and was originally eligible for expiration on 8/13/23. Unfortunately, **** was noted to have another vomiting episode on 12/27/22, which extended the exclusion to 12/27/23.

  Ms. Pshenychna submitted a claim for **** for date of service 12/14/23 with a diagnosis of vomiting. As vomiting is a pre-existing condition and was excluded at the time of the claim, the claim was ineligible for coverage. *** ********** called into Embrace to speak with the adjuster who processed the claim, but they were unavailable at the time. An email was sent explaining the coverage and gave instructions on how to appeal the decision. On 4/4/24, *** ********** called in and cancelled her policy, which was effective 4/5/24.

  Based on the below terms and conditions, ****** vomiting is pre-existing and excludes coverage for other instances of vomiting until she has been free of the condition for 12 consecutive months. As such, the claim for 12/14/23 is not eligible for coverage under the policy since it was for vomiting.

  From your Terms & Conditions:

  PART I – DEFINITIONS

  11. Clinical Signs means changes in a Pet’s normal healthy state, bodily function or behavior observed by you, a Veterinarian, or other observer.
  32. Pre-existing Condition(s) means:
  a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or
  b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions.
  c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.
  34. Temporary Condition means an abnormal Clinical Sign or diagnosis, which is likely to resolve. A Temporary Condition may become a Chronic Condition.
  36. Undiagnosed means the underlying or causative condition has not yet been identified.
  39. Waiting Period means the time period where the policy’s Coverage is restricted. For this policy, the time period is two (2) days for Accidents and fourteen (14) days for Illnesses, except for Orthopedic conditions for dogs where the Waiting Period is six (6) months.
  The Waiting Period starts from the Pet Original Start Date. Conditions that occur during the Waiting Period will be excluded from your policy’s Coverage as Pre-existing Conditions. The Waiting Period also applies again when there are Coverage increases but is waived for policy renewals and optional Coverage renewals.

  PART IV – EXCLUSIONS

  1. Pre-existing Conditions;
  For the purposes of these exclusions, Temporary Conditions that started prior to the end of the Waiting Period that have not shown any Clinical Signs or received Treatment for a period of twelve (12) consecutive months shall not be considered Pre-existing Conditions. Specific situations include, but are not limited to:
  ii. If your Pet has been treated for Undiagnosed vomiting and/or diarrhea prior to the end of your Pet’s Waiting Period, your Pet must be free of conditions with the same Clinical Signs for twelve (12) consecutive months before any conditions with the same Clinical Signs may be covered again.
  
  If you have any additional questions, please do not hesitate to ask!

  Warm Regards,

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

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a policy from Embrace. They promise quick turn around times on their website. They have an absurd and deceitful medical history process that they go through. The policy has been active for awhile and they provide no information to a good time frame of the review. They make sure you are aware that if this is not done, the claims will be denied. They want you to continue to pay the premium but yet refuse to review any documents in a timely fashion. My policy number is ************ HAPPY TO DISCUSS ONCE THIS DECEIPTFUL MEDICAL REVIEW PROCESS IS COMPLETED - **********

  

  Business response

  03/26/2024

  Dear BBB,

  I would be happy to discuss the case with you. This pet’s policy started on 2/1/24 and the waiting periods ended or ends on 2/1/24 (accidents), 2/15/24 (illnesses), and 8/1/24 (orthopedic conditions). After the illness waiting period is over, the policyholder is given the option to request a medical history review, in which we determine any pre-existing conditions on the policy. They are notified of this process via email.

  *** ****** was sent this specific email on 2/15/24 and notes, if a review is not requested, we will review the records once the first claim is received. *** ****** called Embrace on 3/5/24 and requested a medical review. At this time Embrace started gathering medical records for the review. *** ****** was also sent an email on 2/2/24 letting him know he needed to take his pet in for an examination within 14 days to meet the policy’s exam requirement. This email was sent to him because he indicated during online sign up that his pet had not had an exam in the 12 months prior to the policy start.

  After requesting a medical review, *** ****** was sent an email on 3/5/24 giving additional information for the review including letting him know the timeframe for the review was 30 business days from the time all medical records were collected. We also let *** ****** know in the email he would likely not receive any updates during this time, but once the review was completed, he would receive an email with the results.

  *** ****** called Embrace on 3/25/24 stating he was upset regarding the timeframe of the review and felt it should not take that long. He also informed the customer service representative that his pet had not had an exam with a veterinarian and only had vaccines prior to the end of the waiting periods. Mr. Bastos requested to speak with a supervisor and was transferred and again explained his disappointment with the review time. The supervisor explained the average wait time, but *** ****** was not satisfied with the explanation and requested another transfer. *** ****** was transferred again, and the average timeframe was reiterated to him by a customer service manager.

  A claims adjuster reviewed records sent from VCA Park Cities; however, the records sent to us did not contain detailed examination findings, which is a requirement of the policy. A second request was sent to the clinic for the detailed records, but as of today, none have been received. Once the detailed records are received, Embrace can move forward with the review. I have included the terms and conditions below regarding the exam requirement. I have also included copies of the emails referenced above.

  From your terms and conditions document:
  PART II – CONDITIONS
  
  1. Your pet must have been examined by a Veterinarian in the twelve (12) months prior to the Pet Original Start Date as shown on the Schedule Page(s) or within 14 days after the Pet Original Start Date. Failure to do so may result in your policy being voided. If your policy is voided, your premium will be refunded. No coverage is available until a qualifying Veterinarian has examined your Pet, and Pre-existing Conditions, if any, may be determined upon the date of the qualifying Veterinarians exam.
  
  2. The examining Veterinarian for the purposes of medical information or for an orthopedic examination cannot be you or be related to you.
  
  7. By purchasing a policy you give us permission to gather all medical history for your Pet(s) from all your veterinary providers as we deem necessary. The medical information must contain detailed Veterinarian exam findings and must be made available to us for review to satisfy the examination requirement in Part II 1.

  If you have any additional questions, please do not hesitate to ask!

  Warm Regards,

  ****** ********* *****
  Claims Technical Specialist

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  this information that was requested was provided at the beginning of march. The new notes were resubmitted the same day they were requested by VCA and still no return 
  
  Regards,
  
  ***** ******
  
  
  
  
   

*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. ↩