Complaints

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:04/23/2025

  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.

  I signed up for this insurance for my dog **** but when I realized it did not cover anything I was not sure how to cancel it over the phone. I appreciate if Healthy Paws can refund backdated months of billing since no claims were allowed to be filed. Pet Policy ID *********, Policy number *********

  

  Business Response

  Date: 04/28/2025

  We are responding to your communication to the Better Business Bureau dated April 23, 2025, regarding the cancellation of your pet health insurance policy.
  

  Healthy Paws has reviewed your account and found that you filed three (3) claims last year. Each claim contained invoice items that were eligible for coverage under your policy. The eligible charges were applied to your annual deductible.
  

  On April 22, 2025, you sent an email requesting the cancellation of your account. On April 23, 2025, we sent a response outlining the benefits of the plan and to confirm that you still wanted to cancel your policy. Based on your confirmation of your request to cancel, we have cancelled your account effective 12:01a.m.,

  April 23, 2025 the day after your request was received. Your policy Notice of Cancellation was sent to the email address on file in your account.
  

  Please let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:04/10/2025

  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.

  I am filing a formal complaint against Healthy Paws Pet Insurance regarding what I believe to be unethical and potentially fraudulent business practices. I have had a policy with this company for my cat for the past 15 years. Monthly premiums began at approximately $20 and have gradually increased over time. Currently, we pay $311.77/month.This week, I was notified that my premium would increase to $907.95/month. This represents a more than 200% increase with no clear justification, and it makes the policy financially unsustainable.I contacted Healthy Paws by phone to dispute the rate increase and was told there was nothing they could do. I was told the rate increase was not associated with my cat. Rather, the rate increase was associated with rising costs of veterinary care in ********. However, this justification does not account for the dramatic increase in rates we are ********* cat currently has lymphoma and has been receiving treatment for his condition. This condition requires ongoing veterinary care to maintain his quality of life. Unfortunately, due to my cats age and pre-existing conditions, I am now unable to obtain alternative insurance coverage. This abrupt and extreme increase in premiums comes at a time when I most need the coverage and feels like a deliberate strategy to avoid fulfilling their obligations under the policy.After doing my own research, I have discovered that many other policyholders are reporting similar experiencessudden and extreme premium increases once their pets become seriously ill or reach old age. This pattern raises serious concerns about systemic abuse of policyholders and potential bad faith practices.I request that your office investigate this matter as a potential case of insurance misconduct or fraud.

  

  Business Response

  Date: 04/15/2025

  We are responding to your communication to the Better Business Bureau dated April 10, 2025 regarding a premium increase for your Pet Health Insurance Policy.
  

  On April 8, 2025, a Policy Anniversary Communication Notice was emailed to you outlining an upcoming premium adjustment. This notice was provided at least sixty (60) days in advance of the policy anniversary date, in accordance with your Pet Health Insurance Policy terms and conditions. Additionally, a Pet Health Policy Changes Endorsement was provided indicating a new total monthly premium of $907.95 effective June 10, 2025.

  In accordance with the terms of the Policy and the associated rating rules, monthly premiums may change for all policyholders. Premiums are determined based on the rates and rating rules filed with and approved by (where required) each states insurance regulator. Premiums reflect the cost of treatment advances in veterinary medicine, characteristics of the individual pet, and other factors, in addition to the overall claims experience for the program within the region where the pet resides. Please note that premiums are not based on a given pets individual claim history; rather, premiums are based on the collective experience of all pets insured.
  

  We are unable to make any changes to the premium rating that would deviate from those filed with and approved by the state. We encourage you to call us at ************ to learn about additional coinsurance and deductible options that may better meet your needs. Let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23187795
  
  I am rejecting this response because:

  Thank you for your response.

  I understand that the premium increase for my pets insurance policy may comply with the filed rating rules and state regulations. However, my primary concern is not with the legality of the increase, but with the ethics and fairness of such a significant adjustment. A nearly 200% increasefrom approximately $300 to over $900 per monthis neither reasonable nor sustainable, especially for a long-time customer whose pet is aging and battling a serious illness.

  This kind of dramatic rate hike places pet owners in an impossible position: either absorb the unaffordable cost or cancel coverage when their pet needs it most. In my view, this practice undermines the very purpose of pet insuranceto provide dependable support through the full lifecycle of an animals health. It also raises serious concerns about how these policies are being marketed and the long-term expectations set for customers.

  My goal in submitting this complaint is to raise awareness about this issue. While the policy change may be technically legal, I believe it highlights a troubling business practice that should be brought to light. I hope the BBB will consider this not only as a contractual matter, but also as a call for more ethical and transparent treatment of policyholders.

  Thank you for your time and consideration.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:04/09/2025

  Type:Order 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.

  I am filing a formal complaint against Healthy Paws Pet Insurance regarding their handling of my recent claims for my cat, *****.I filed two claims and provided all the required documentation, including a full veterinary examination conducted on December 17, 2017 the day before the policys effective date of December 18, 2017. The veterinary notes from ************************ confirmed that ***** was healthy and suitable for insurance, with no pre-existing conditions identified. I have attached a copy of this medical record.Despite this, ******************** has repeatedly requested additional medical records from the time of ****** adoption in 2015. However, at the time of policy enrollment, neither the Healthy Paws policy documents nor their website stated that adoption medical records would be necessary. Instead, ******************** published eligibility requirements clearly state that pets must undergo a licensed veterinarian's examination either prior to enrollment or within the first 15 days of the policy's effective date which I have fully complied with. I have attached screenshots from the Healthy Paws website confirming this ************** requesting undocumented and undisclosed adoption records from 2015, Healthy Paws is unreasonably delaying the processing of my legitimate claims. I believe this constitutes deceptive practices and bad faith insurance behavior, as it imposes retroactive requirements that were neither communicated nor reasonably expected at the time of purchase.Resolution Requested:Promptly process and pay my claims based on the complete and timely medical history I have provided.Cease demanding documentation not outlined in the original policy requirements.Improve transparency and communication regarding claim documentation requirements for future customers.I have attached evidence, including:****** veterinary exam records.Screenshots from the Healthy Paws website showing the stated eligibility and required claims documentation.

  

  Business Response

  Date: 04/17/2025

  We are responding to your communication to the Better Business Bureau dated April 9, 2025, regarding the processing of claim numbers XXXXXX-1-13 and XXXXXX-1-14 under your Indemnity Insurance Company of North America policy. The claims were processed and approved for reimbursement on April 10, 2025.
  

  On April 3, 2025, Healthy Paws received two claim submissions for the treatment and diagnostics of a growth. The first was for a visit on March 24, 2025 with an invoice total of $223.00, and the second for a visit on April 1, 2025 with an invoice total of $615.00.  Claim numbers XXXXXX-1-13 and XXXXXX-1-14 were assigned, respectively. Complete medical records were needed to determine coverage for the claims, and they were placed into a waiting for information status. The processing of claims is based on the medical records and documentation that is submitted by you, and/or your veterinarian, including the required enrollment examination. This allows Healthy Paws to identify any pre-existing condition(s) that would be excluded from coverage under your policy and to determine coverage for any new condition. A request for complete medical records with doctors notes was sent to ********************************** on April 4, 2025. The same day, medical records were received spanning September 19, 2024 to April 1, 2025. Additionally, medical records were received from ************************ spanning December 17, 2017 to November 23, 2019. These were waiting to be reviewed upon receipt of your inquiry.
  
  On April 10, 2025, Healthy Paws reviewed this matter pursuant to your April 9, 2025 inquiry. With all available medical records on file, claim numbers *********** and *********** were adjudicated and approved for reimbursement. Additional details regarding your reimbursement can be found on the Explanation of Benefits documents that were sent to you via email.
  
  Should you have any questions or concerns, please do not hesitate to contact us.  
  
  Thank you.
  

  
  

  Customer Answer

  Date: 04/17/2025

   
  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:04/03/2025

  Type:Service or Repair 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 was advised by Healthy Paws customer support that detailed coverage information is not available or able to be verified. I must refer to the website for coverage details or submit a claim to see if coverage is available. This is bad practice overall, but I obliged. I reviewed what Healthy Paws details on their website and the condition being treated is listed in bold as a covered service. I proceeded with the procedure and filed 2 claims, one for pre-op blood work, another for the procedure itself. Healthy Paws denied both claims despite the reason for the procedure being highlighted at the top of the invoice and consistent with the covered services listed on their website. The *** details the denial with no specifics forcing the policyholder to call into support. Support teams are by and large managed off-shore and admittedly provided only high level notes. Escalation is required to get any semblance of an explanation. Due to the denial I am now having to participate in a ~45 calendar day ordeal to appeal the claim. This is not at all timely or within reason. It is deceiving and disappointing as a policyholder to not be able to make informed decisions about my pets health due to vague descriptions of coverage and payments only in the form of reimbursement. Its false advertising that specific conditions are covered on your website with minimal stipulation and then denied in a non-public claim. My hope is that the fire is put under Healthy Paws and their parent company ***** to answer to their profiteering tactics. I would like my claim to be reviewed in the detailed manner one would expect.

  

  Business Response

  Date: 04/11/2025

  We are responding to your communication to the Better Business Bureau dated April 3, 2025, regarding the denial of claim numbers 1364342-1-6 and 1364342-1-7 under your Westchester Fire Insurance Company policy. The claims were denied pursuant to the policys dental health care exclusion.
  

  On March 27, 2025, Healthy Paws received two (2) claim submissions. The first invoice was for a visit on March 17, 2025, for pre-operative bloodwork and medications for an upcoming dental procedure, with a total invoice amount of $369.35. Claim number 1364342-1-6 was assigned. The second invoice was for a visit on March 27, 2025, for a dental cleaning with teeth extractions and a total invoice amount of $1,921.27. Claim number 1364342-1-7 was assigned. Both claims were adjudicated and denied pursuant to the policys dental health care exclusion on April 2, 2025, and April 3, 2025, respectively. Medical records for the visit on February 20, 2025 and for the claim visit on March 27, 2025 note retained deciduous teeth, periodontitis, and crowding. However, there were no fractures or trauma indicated as the reason for the extractions. 
  

  Section II. EXCLUSIONS & LIMITATIONS
  3) PREVENTIVE CARE EXCLUSIONS
  We do not cover:
  d. Dental health care, however if injury to teeth is caused by an accident, we do cover the cost of extraction and/or reconstruction of damaged teeth.
  V. DEFINITIONS
  1) Accident. An unexpected and unintended event.
  10) ******************* The care required to maintain dental hygiene for your pet. This includes cleaning, brushing, scaling, polishing, extractions and reconstructions.
  

  On April 2, 2025, and again on April 3, 2025, you inquired about the denial of both claims and were advised that the claims were denied due to the reason noted above.  A request to have both claims reviewed for appeal was sent to the appeals team and you were advised this process could up to thirty (30) days. Appeals are reviewed in the order that they are received.  The appeal was still under review upon receipt of your recent inquiry.
  

  On April 4, 2025, Healthy Paws reviewed this matter pursuant to your inquiry.  The claims were denied due to the dental health exclusion noted in your policy. Extractions, diagnostics, and medications associated with retained deciduous teeth are not eligible for coverage and fall under the dental health exclusion of the policy as noted above. The exception to this is if there were injuries to the teeth caused by an accident, which was not indicated in the medical records received. Dental malocclusions are eligible for coverage if they result in an injury to the mouth and were not noted to be present prior to enrollment or during any applicable waiting periods. A malocclusion was noted in the medical records on March 27, 2025, however, no trauma to the mouth was indicated. A request for the dental chart for the visit on March 27, 2025, was sent to **************************** in case additional information was noted on the dental chart to support your appeal, which may have been missing from the doctors notes. On April 8, 2025, an email was sent to you requesting that you follow up with your clinic to obtain this information, as no response had been received from your clinic. The same day, the dental chart and anesthesia notes were received for the  March 27, 2025, visit. These records did not indicate any trauma or injury to the mouth. It was determined that the claim was adjudicated correctly and was not eligible for coverage pursuant to the policys dental health care exclusion, as noted above. 
  

  Should you have any questions or concerns, please do not hesitate to contact us.  
  
  Thank you.
  
  

  
  

• Initial Complaint

  Date:04/02/2025

  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.

  Healthy Paws is a pet insurance company. My mother, ****** *****, has insurance through them for her dog. Her dog passed away in October. Shes been trying to receive her reimbursement check in the amount of $296.40 for medical procedures due to complications with her dog. Healthy Paws was responding initially and sent the reimbursement check to her old address. When she followed up on her check, they advised to change her address in their system to the correct one for the check so they can reissue it. Shes done so and since then, has not received the check nor heard back from Healthy Paws regarding the status. My mom is incapacitated and so I am taking over as power of attorney to resolve this issue.

  

  Business Response

  Date: 04/08/2025

  We are responding to your communication to the Better Business Bureau dated April 2, 2025, regarding a replacement check for claim number 301877-1-1 under your Westchester Fire Insurance Company policy. The check was reissued on April 2, 2025. We would like to extend our deepest condolences for the recent loss of your mothers pet, *****.
  

  On January 23, 2025, Healthy Paws received a claim submission for ***** in the amount of $1,028.00 for an emergency consultation and euthanasia services. Claim number 301877-1-1 was assigned. On February 1, 2025, the claim was adjudicated and approved for reimbursement in the amount of $296.40. On February 4, 2025, a check was sent to the address on file.

  On February 23, 2025, Ms. ***** submitted an email inquiring about the reimbursement check, which had not been received. On February 24, 2025, a reply
  email was sent to Ms. ***** advising her that the check was sent to the address on file, however any address updates could be made in the online **************** Records show that the mailing address was updated the same day. The customer service representative did not follow up to have our payments team reissue the reimbursement check. We apologize for this oversight and Healthy Paws has provided feedback and coaching to the **************** Team for process improvements.

  On April 2, 2025, a stop payment was placed on the original check. A new check was reissued and will be sent to the new address on file. Please allow 7-10 business days for the check to arrive.

  Should you have any questions or concerns, please do not hesitate to contact us.

  Thank you.

  Customer Answer

  Date: 04/08/2025

   
  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:03/28/2025

  Type:Billing 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 submitted a claim to Healthy Paws pet insurance for the charges incurred at the time I took my pet in for healthcare on 3/20/2025. The claim was submitted on 3/27/2025.On 3/28/2025, I received a notice from Healthy Paws that my account had been closed per my request effective 3/21/2025.There are 2 signification issues here:1. I never submitted a request for my account with ******************** to be cancelled.2. A cancellation request should not have been made retroactively to concidentally be effective 1 week before I submitted my ******** is obvious to me that this pet health insurance provider has take the steps to cancel my account effect prior to my most recent claim so that they can evade responsibility of processing the claim. I called to question this action, and customer service accounts manager stated that she could not revert the cancellation and re-open my account to have the claim processed. To me this seems like illegal activity.

  

  Business Response

  Date: 04/04/2025

  We are responding to your communication to the Better Business Bureau dated arch 28, 2025, regarding the process and handling of your claim and the
  cancellation of your Westchester Fire Insurance Company policy. First, we would like to extend our deepest condolences for the recent loss of your pet, *****.
  

  On March 27, 2025, Healthy Paws received a claim submission for a veterinary visit dated March 20, 2025, for diagnostic testing and euthanasia charges, with a total invoice amount of $589.00. Claim number 529927-1-38 was assigned. The claim was adjudicated and approved for reimbursement on March 31, 2025.
  

  On March 31, 2025, Healthy Paws reviewed this matter pursuant to your inquiry. In accordance with our policy, upon receipt of the invoice showing ***** was euthanized on March 20, 2025, Healthy Paws cancelled the policy effective March 21, 2025 and refunded the unused premium. The cancellation of the policy did not cause any delay in the processing of claim number 529927-1-38, nor affect the coverage.
  

  Additionally, Pet parents are still able to access their customer center online for 60 days after a policy has been cancelled and may still submit claims for visits within the coverage term for review after the policy has been cancelled.

  Should you have any questions or concerns, please do not hesitate to contact us.

  Thank you.

• Initial Complaint

  Date:03/11/2025

  Type:Billing 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 am extremely frustrated with the way your pricing algorithm has handled my recent address changes. Over the past few months, I updated my address twice, only to see my premium fluctuate in an irrational and inconsistent mannerultimately leading to an unjustified 200% increase in my policy.1. Massive Increase Moving from ** to ** When I first updated my address from *********** to ******** in 2024, my monthly premium doubled. While I understood that NYC has a higher cost of living, a 70% increase seemed excessive. Nonetheless, I accepted the change.2. Minimal Decrease When Moving Back to ** A few months later, we relocated back to ***********. When I updated my address again, I expected a significant decrease to match the previous increase. Instead, my premium dropped by a mere $9a fraction of the hike I had originally experienced. This discrepancy made no sense, but I let it slide.3. Another Unjustified Hike Moving Back to *** Recently, I had to update my address back to ********. To my absolute shock, this time, my premium increased by another 25%. In the span of a few months, my premium has almost doubled, despite my address returning to where it was before.When I contacted customer service, I was met with vague, unhelpful responses like, Our algorithms take into account several factors to determine pricing. But the only variable that has changed is my addresstwice. Your pricing adjustments are inconsistent and unfair.Requested Resolution I am requesting that my premium be reverted to the rate I had before updating my address to *********** in December. I should not be penalized for temporary moves with arbitrary and disproportionate rate changes drive by inconsistent algorithms

  

  Business Response

  Date: 03/18/2025

  We are responding to your communication to the Better Business Bureau dated March 11, 2025 regarding a premium increase for Pet Health Insurance Policy
  number I24055863. 

  Our investigation into your inquiry revealed the following details. Your policys anniversary renewal date is July 8 of each year. On May 8, 2024, you made an address change from ********, *********** to ********, ********. This change increased your premium from $150.18 to $221.61 at the filed and approved New York program rates. On January 8, 2025, you requested an address change from ********, *************;back to ********, ***********. This resulted in a decrease in premium from $221.61 to $213.74 at the filed Connecticut rates effective on the date of your move. The premium of $213.74 resembles the amount you would have experienced had your policy renewed in *********** on July 8, 2024.
  

  A move back to ******** (Zip code *****) would increase your premium from $213.74 to $254.85. This increase in premium would reflect the move to a residence in a new state, as determined by the rates and rating rules filed with and approved by (where required) each states insurance regulator. At this time, it does not appear that you have made this change of address on your account. You can update this by going to the customer center and making the changes.
  

  We encourage you to call us at ************ to learn about additional coinsurance and deductible options that may better meet your needs.  Let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23052503
  
  I am rejecting this response because I don't understand how my rates would increase by another 15%, to $254.85 in a period of 6 months.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/11/2025

  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 canceled my policy effective 12/31/24 and received confirmation email. To date, my policy hasnt been cancelled and I am still being charged each month. Calls to Healthy Paws have not lead to a resolution of refunding unauthorized charges or cancellation of my policy.

  

  Business Response

  Date: 03/14/2025

  We are responding to your communication to the Better Business Bureau dated March 11, 2025, regarding the cancellation of your Westchester Fire Insurance
  Company Policy number I25769302.

  Healthy Paws has reviewed this matter pursuant to the complaint. Our investigation shows that on November 18, 2024, you requested a cancellation request via email for your pet, **** for a future date of December 31, 2024. Unfortunately, the policy cancellation was not initiated, and you were incorrectly charged an additional two (2) months of premium.
  

  As a result of our findings, on March 12, 2025, your account was cancelled effective December 31, 2024, with a refund of $82.04. A Notice of Cancellation was sent to the email address on file. We apologize for this oversight and Healthy Paws has provided feedback and coaching to the **************** Team for process improvements. 

  Please let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair 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 January 16, 2025, I received a Notice of Cancellation from Healthy Paws due to non-payment. I immediately called the insurance company to inquire about it. That's when I was informed that my policy from 2019 was still open and that I had been charging my credit card directly for over four years without using it. A Ticket was created ( number ********), and I was told ***** days to follow up. I have a document sent on November 7, 2019, showing that I requested the cancellation of policy ********* because my dog died. I was not informed that the policy remained open and the charges were incurring monthly on an ongoing recurring system with the credit card on files. On February 5th, 2025, I emailed inquiring about this matter and seeking a resolution. I received a reply that the company received the message and would respond as quickly as possible. As of today, I haven't heard any response from them. This is my first attempt to work it out amicably. If I still get nothing from this company, I will sue them for not cancelling the policy when requested and misappropriating funds not authorized by the customer.

  

  Business Response

  Date: 03/07/2025

  We are responding to your communication to the Better Business Bureau dated March 4, 2025, regarding your refund request of your Westchester Fire Insurance Company Policy number I19367423.
  

  Healthy Paws has reviewed this matter pursuant to the complaint. As stated in your policy Section III, Subsection 2,
  You may cancel your policy by notifying us in writing via regular mail, fax, or email.

  Our investigation shows that on November 5, 2019, you initiated a cancellation request via email for your pet, Candy (policy number 792309-2). Your reason for the cancellation was because you felt, due to pre-existing conditions, the policy would not benefit her. On November 7, 2019, your policy for Candy was cancelled effective November 5, 2019 and a refund was issued to you in the amount of $27.29. A Pet Health Policy Change Endorsement was sent the same day confirming the cancellation of Candys policy. Our records do not show any other correspondence received from you to cancel the policy for Sky (policy number 792309-1).
  

  Our investigation also shows that two Anniversary policy renewal notices were opened on July 19, 2020 and July 22, 2021, and other promotional emails were
  opened from April 28, 2020 through April 8, 2022, indicating that you were aware the account was active.
  

  As a result of our findings, we are unable to issue a refund of your policy. Premiums collected by Healthy Paws protect the pet against accidents and illnesses covered under the policy. This policy had been in effect since September 17, 2019, and coverage had been provided since the inception of the policy. Therefore, premiums cannot be refunded back to inception. On January 25, 2025, you reached out by telephone to Healthy Paws and requested a cancellation of your policy. Your account was cancelled effective January 26, 2025, with a pro-rata refund of $36.97. A Notice of Cancellation was sent to the email address on file.
  

  Please let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:02/03/2025

  Type:Order 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.

  Claim # ******-1-5 For years, weve insured both pets with Healthy Paws, paying monthly for emergency coverage. On January 16, our cat showed signs of a urinary issue, leading to an emergency vet visit. Despite providing complete medical records, our claim remains unresolved due to missing SOAP notes, which we were never informed were required. This lack of transparency raises concerns about ethical business practices. There are no pre-existing conditions involving UTIs in our pet; otherwise, there would have been other claims in the last seven years. If full documentation was necessary, it should have been requested at enrollment, not during a claim. I request reimbursement for this visit. Please advise on the next steps for escalating this issue.

  

  Business Response

  Date: 02/10/2025

  We are responding to your communication to the Better Business Bureau dated February 3, 2025, regarding the processing and handling of claim number 554438-1-5 under your Indemnity Insurance Company of North America policy. The claim was adjudicated on February 6, 2025, after the requested documentation was received.
  

  On January 18, 2025, Healthy Paws received a claim submission for a visit on January 16, 2025 for the treatment of lower urinary tract disease with an invoice total of $2,047.01. Medical records for the claim visit on January 16, 2025 to January 17, 2025 were also received from *************************** Claim number 554438-1-5 was assigned. Complete medical records history prior to the claim visit were needed to determine coverage for the claim, and it was placed into a waiting for information status.
  

  The processing of claims is based on the medical records and documentation that is submitted by you, and/or your veterinarian, including the required enrollment examination. These records allow Healthy Paws to identify any pre-existing condition(s) that would be excluded from coverage under your policy and to determine coverage for any new condition. Requests for complete medical records with doctors notes (also called SOAP notes) were sent to you and your veterinary clinics, including Healthy Paws ************************* and ***********************, between January 21, 2025 and January 31, 2025.
  

  On January 22, 2025, Healthy Paws received a line-item history from you, which was missing the required doctors notes. This included records from *********************** for a visit on May 22, 2024 and Healthy Paws ************************* spanning May 27, 2020 to March 2, 2021. On January 29, 2025, you called to inquire about your claim and were informed that we were still in need of full medical records prior to the claim visit.
  

  On January 31, 2025, Healthy Paws received duplicate medical records from ******************** ************************* spanning May 27, 2020 to March 2, 2021. On February 3, 2025, you reached out to Healthy Paws and were again informed that the doctors notes were still needed to proceed with the adjudication of your claim.
  

  On February 4, 2025, Healthy Paws reviewed this matter pursuant to your February 3, 2025 inquiry. We contacted Healthy Paws ************************* and *********************** and both confirmed that there were no additional notes available. Medical records were requested and received from ************************* for a visit on July 7, 2019. Additionally, *********************** of Centereach was contacted, and they confirmed that medical records had been purged for ***** from his visit in 2018.

  With all available medical records on file, claim number ********** was adjudicated and approved for reimbursement on February 6, 2025. Additional details regarding your reimbursement can be found on your Explanation of Benefits that was sent to you via email.
  

  Should you have any questions or concerns, please do not hesitate to contact us. Thank you.

   

  Customer Answer

  Date: 02/10/2025

   
  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,
  
  ****** *********