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:04/02/2025

  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,
  
  ****** *********

• Initial Complaint

  Date:01/31/2025

  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.

  policy 598279-1; i paid monthly for healthy paws insurance for our german ******* ***** bear. he developed lymphoma, seeking chemo for 2.5 years and healthy paws i didn't realize until he passed away a week after chemo of a heart attack that healthy paws never reimbused me for his weekly exam visits, that ******* oncologist, dr. ******* **** @ avets in ***********, ** had given me 3 different letters explaining it was not a regular exam, it was to check his blood count to see if he was able to get chemo that day, and measure his lymphnodes, it had nothing to do with a regular vet check up. it was part of the chemo, and dr. **** provided different letters i sent to healthy paws to get reimbursement, which i never knew they never reimbursed me, because i was sending weekly and multiple invoices for his chemo, medications, etc., and i did not keep track, assuming they paid the bill. i have been overcharged about $18,000 in interest and finance charges for this invoices for my care credit card which is at the limit of that same amount. The amount of healthy paws hiding their policy of not reimbursing clients is not fair and untrustworthy and breech of medical professional licenses, not to mention the financial hardship they have brought upon me by not reimbursing me, i'm paying a monthly bill of $700/ to my care credit card; for which 99% of it is for what healthy paws owes me that they never reimbursed me for in the first place, theyre unethical and criminal behavior is unacceptable and they should not be allowed to take money from people and not providing the insurance they say they'll pay. it has nothing about not reimbursing for chemotherapy, just a check up is not covered, yet they paid for all ******* chemotherapy, knowing it was a cancer treatment for his lymphoma, healthy paws knowingly approved and paid all the chemo bills but they knew the check up was for to see if he can get treatment that day and they knew that from the invoices i sent to them as well

  

  Business Response

  Date: 02/05/2025

  We are responding to your communication to the Better Business Bureau dated January 31, 2025, regarding the denial of the Recheck, Oncology fee pursuant to the policys veterinary exam fee exclusion under your Indemnity Insurance Company of North America policy.

  Although the policy covers the costs of treatment related to an accident, illness, or injury, it does not cover the veterinary examination fee itself.
  Please refer to your Policys exclusions in Section II as cited below:
  

  Section II. EXCLUSIONS & LIMITATIONS 1) GENERAL EXCLUSIONS
   We do not cover:
    a. Veterinary examination fees. Section V. Definitions
     2) Clinical Examination. A thorough examination performed by a licensed and registered veterinarian encompassing all body systems of the pet. Examination       can also be referred to as full physical, physical consultation, full examination or veterinary examination.
  

  31) Veterinary Examinations Fees. Fees charged for the professional opinion of a veterinarian. Also referred to as consultation, examination, referral, and recheck fees.
  

  32) Veterinary Treatment means:

   a. X-rays;

   b. Laboratory and diagnostic tests; c. Medication;

   d. Surgeries;
   e. Supplies;
   f. Hospitalization; g. Euthanasia; and h. Nursing care;
  provided by a licensed veterinarian and their staff under direct supervision.
  

  Additional information about Examination Fee coverage can also be found in the Frequently Asked Questions section of Healthy Paws website. Under the subsection General Coverage Questions, Question 7, What is not covered. The information provided here outlines coverage eligibility details for Examination Fees. Additionally, more information can be found under Question 10, Why doesnt the plan cover the office visit (examination fee)?

  On February 17, 2024, you reached out to Healthy Paws to inquire about the exclusion of the Recheck, Oncology fee and spoke with a Customer Liaison Manager who explained the exam fee exclusion, as noted above. On February 27, 2024, a letter of clarification was received from AVETS regarding the oncology recheck appointments,explaining that these appointments include a physical exam by the veterinarian and a complete blood count. On March 13, 2024, after a review of your account and claim submissions, it was determined that the claims had been processed correctly and the Recheck, Oncology fee was correctly excluded. The diagnostic testing, including complete blood counts, was charged separately from the Recheck, Oncology fee. The Recheck, Oncology fee covers the physical exam from the veterinarian, which the veterinarian confirmed was performed during these visits. The Claims Appeal Manager sent an email to you informing you of this decision.
  

  On March 14, 2024, another letter of clarification was received from ***** to provide additional clarification including specific details explaining that the physical exam includes the veterinarians exam, time, interpretation and client discussion. An email response was sent to you on March 15, 2024, explaining that the Recheck, Oncology fee was not eligible for coverage, pursuant to the policy. 

  On July 12, 2024, you reached out to Healthy Paws again regarding the denial of the Recheck, Oncology fee. On July 19, 2024, a Customer Liaison Manager followed up with you advising you that this recheck fee was still not eligible for coverage pursuant to the policy.
  

  On July 23, 2024, a Senior Customer Liaison Manager reviewed your account. An email was sent to you advising you that the Recheck, Oncology fee was correctly excluded based on the documents on file, including both letters of clarification from her veterinarian.
  

  On February 3, 2025, Healthy Paws reviewed this matter pursuant to the January 31, 2025 inquiry. In review of the account and claim submissions, it was determined that the Recheck, Oncology fee was correctly excluded. The treatments and diagnostic testing performed at ***** were charged separately from the Recheck, Oncology fee, and were eligible for coverage under the policy. However, as noted in the letter of clarification from AVETS, the Recheck,

  Oncology fee covers the veterinarians physical exam, time, interpretation, and client discussion. This falls under the policys veterinary exam fee exclusion.
  

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

  Thank you.

• Initial Complaint

  Date:01/28/2025

  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 submitted a claim to healthy paws for an exam I had at the vet for my dog to screen some lumps I found. They did bloodwork along with the exam. All of this was done while my dog was also getting routine nails trimmed under anesthesia. I submitted my claim blacking out the nail trim and anesthesia since I had been denied because healthy paws did not read the line items on the invoice. They said they needed the full invoice. I provided the full invoice and told them of the issue they did last time. A week later, they denied it again stating that his nail trim was not covered. They are incapable of reading line items on invoices and I pay them nearly $70 a month for them to be this incompetent.

  

  Business Response

  Date: 02/04/2025

  We are responding to your communication to the Better Business Bureau dated January 29, 2025, regarding the adjudication of claim number 580518-1-19 under your Indemnity Insurance Company of North America policy. The claim was denied pursuant to the policys preventive care exclusion.

  On January 16, 2025, Healthy Paws received a claim submission which included an invoice that was partially obscured, as several items had been covered up. Claim number 580518-1-19 was assigned. A request for a complete copy of the invoice was sent to ************************************* and received on January 18, 2025. The invoice showed a sedated nail trim and blood work. Another request was sent to ************************************* for medical records for January 16, 2025 in order to determine why the bloodwork was performed. On January 24, 2025, medical records were received spanning May 2, 2018 to January 16, 2025. The medical records did not indicate that the blood work was performed for a covered accident or illness under the policy and on January 28, 2025, the claim was denied pursuant to the policys preventive care exclusion.

  On January 28, 2025, you emailed Healthy Paws regarding coverage for the bloodwork that was excluded from coverage. On January 29, 2025, a request was sent to your clinic for additional clarification on why the bloodwork was performed. Upon receipt of this information, your claim will be reviewed for possible appeal.

  Questions or requests for an appeal of your claim determinations can always be made by email to ********************************** or by calling us at ***************. A letter of clarification or additional documentation may also be sent to ********************************** for review.

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

   

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22871225
  
  I am rejecting this response because:

   

  I can call my vet and they pick up the phone.  Is healthy paws unable to pick up and dial a phone? I think their excuse is unacceptable, and LAZY. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair 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 writing to file a formal complaint against Healthy Paws Insurance due to the ongoing delay in processing my claim. I purchased an insurance policy for my two cats in January 2024, when they were both over one year old. At the time of purchase and afterward, I did not submit a Wellness Exam, as I am an immigrant and was unfamiliar with the specifics of U.S. pet insurance policies. I assumed the insurance would be effective immediately upon payment, without additional requirements.Throughout 2024, both cats were healthy. However, one of my cats recently developed a urinary blockage, which required extensive testing and treatment costing approximately $5,500. I submitted my claims (Claim Numbers: 1304000-1-(2~6)) to Healthy Paws, providing all the medical records I could gather. Despite this, ******************** has repeatedly stated that my submission is missing necessary documents.I firmly believe that missing documents should not be grounds for delaying or rejecting my claim. The ongoing delays have left me in a financially precarious situation, and I am now at risk of bankruptcy due to these medical expenses.I kindly request that BBB intervene to ensure Healthy Paws processes my claim promptly and fairly. I am in urgent need of resolution and cannot continue to wait for an indefinite amount of time.Thank you for your attention to this matter.Sincerely,

  Customer Answer

  Date: 01/27/2025

  Dear BBB,
  
  Thanks for reviewing the complaint, the Healthy Paws team reached out and they solved the issue, we hope to withdraw the complaint, thank you!
  

  
  

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair 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 Thursday night I was sent an email from Healthy Paws asking me to update my credit card. I updated my card number exp date etc. their website stated it wasn't taken please try again I did this 5 times. I then finally signed out . When I was declined gasoline this morning I checked my bank account and ******************** **** ***** X *********** from my account. I redrawing my checking account. It **** from my savings after that. I called explain the problem to Zenith a *** she advised she spoke with someone and she had created a ticket for a refund it will take 10 days this is a bunch of BS you take almost 300$ from us in 45 seconds to 2 minutes and I have to wait for 10 days to receive 215$ from you all. This is not the right way to run a business this is a formal complaint on this company. I have uploaded images of my bank account and how many times I was charged for one month. RIDICULOUS AND I AM TOLD 10 DAYS FOR A REFUND ARE YOU SERIOUS... ****** ******.

  

  Business Response

  Date: 01/14/2025

  We are responding to your communication to the Better Business Bureau dated January 10, 2025 regarding multiple charges of your premium payment for your Westchester Fire Insurance Company Pet Health Insurance Policy number I2471813A.
  

  The billing date for your policy is 9th of every month. On January 9, 2025, Healthy Paws was unable to collect your monthly premium using the payment method on file.  An email was sent to you the same day providing advance notice that the policy would be canceled unless the premium due was received.
  

  On January 9, 2025, you attempted to update the billing method on file, and it was initially declined as the incorrect CCV code was entered. While processing the payment with the correct billing information, you inadvertently hit the submit button four (4) more times, causing the billing information to be submitted five (5) times,creating five (5) premium charges of $53.95 each.
  

  During your call to us on January 10th, our customer service team let you know that corrections to the account could take up to 7-10 business days, this is due to processing times not within our control. On January 10, 2025, we refunded the additional premium charges to the payment method on file. Please allow 3-5 days for your bank to process the refund.
  

  The account is currently active as of the date of this letter with no interruption of coverage.
  

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

  Customer Answer

  Date: 01/14/2025

   
  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.
  However, this was not my fault their system keeps asking me to re-enter my card information. Furthermore, per my bank they charge me 5 times and was only supposed to charge me once. I accept this case closed til the next time. Because,this has happened twice on their app . Like I said I came to you all because it took 2 minutes for them to take over 200$ from me and they expect me to wait 10 days NEGATIVE 
  Sincerely,
  
  ****** ******