Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  01/01/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In three years, the insurance policy for our dogs has more than doubled, from ***** in 2022 to ****** in 2025. While I understand that policy amounts are bound to increase, a nearly 210% increase is absolutely absurd and borderline fraudulent. I have noticed that the years of the largest increases of my premiums have been following years where I have submitted more claims. I guess it is the business practice of HealthyPaws to punish its customers for using its service without actually providing any additional or increased benefits.

  

  Business response

  01/03/2025

  We are responding to your communication to the Better Business Bureau dated January 1, 2025 regarding a premium increase for Pet Health Insurance Policy
  number I23368055.  

  On January 1, 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 $151.55 effective March 5, 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 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.

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim #******-2 was processed incorrectly and needs to be re-processed. The amount this claim reflects as covered by Healthy Paws is $58.63 with a 90% reimbursement of $52.77. However, the covered amount for the prescription items should be $57.50 + 7% tax of $4.03 = $61.53 for Dasuquin + $60 + 7% tax of $4.20 = $64.20 for Proviable-Forte + $212.20 for Apoquel for a total covered amount of $337.93 X 90% = $304.14 total reimbursement, not $52.77. The non-covered amount of $74.27 is correct, however, the total invoice for **** is $412.20. Therefore, the additional amount to be reimbursed should be $304.14 less amount previously reimbursed of $52.77 = $251.37 remaining due client. Thank you.

  Customer response

  01/08/2025

  I just want to let you know I received a response from Healthy Paws regarding the incorrect processing of 
  claim #******-2-71.  The claim has been reprocessed and is now correct.
  
  Thank you so much for your assistance,
  ***** A. ******

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased insurance plan for my cat with Healthy paws pet insurance. However, when I try to file a new claim recently, I faced a lot of difficulty and still cannot solve the problem. I will list the issues below: 1. Healthy paws has all the medical record for my cat but still stating no record on their end. I uploaded everything twice before and I even called all the vet I have been to and let them directly emailed the record the this insurance company. Even though during previous old claim, healthy paws told me they received the record, then I try to file this new claim, they starting to ask for everything again. I even received the vaccine and medical record for my cat from their email before (I can forward the email if needed), and they are saying nothing shows on their end. 2. Healthy paws denial my claim stating there is similar ongoing disease/problem before I started the insurance plan for my cat. However there is no such issue before. I try to file for allergy treatment which was never a issue before. And when I asked healthy paws to provide evidence from my cat's previous medical record to proof there is such a issue before, they disappear and never respond to my email. Eventually I received a email said they will no longer review my case because No NEW evidence can be provided from my end. BUT the issue is I need them to point out why they cannot process the claim. They never show me where do they refer to about the previous issue. If they have already decided to denial my claim that means they should have a valid reason for this. healthy paws cannot just email me saying they gonna denial without any details. even if I ask healthy paws to show me the detail, they will not do it. I can forward all emails if needed

  

  Business response

  12/18/2024

  I am responding to your communication to the Better Business Bureau dated December12,2024,regardingtheprocessing ofclaimnumber1230489-1-5 under yourWestchesterFireInsuranceCompanypolicy.Theclaimwasdeniedpursuantto yourpolicyspre-existingconditionexclusion. 

  OnOctober 30,2024,HealthyPawsreceivedaclaimsubmissionforasamedayvisit fromtheAnimalDermatologyClinicforthetreatmentofskinissuesandarefillofeye medications.OnOctober31,2024,theclaimwasadjudicatedanddeniedpursuantto thepolicyspre-existingconditionexclusion.Douyawasoriginallynotedtohaveskin issuesandocularissuespriortothepetpolicyeffectivedateofApril2,2023.Your policyisunable tocoveranyclinicalsymptomsorconditionsif they first occuror displayed symptomspriortothepetpolicyeffectivedate.

  II.EXCLUSIONS&LIMITATIONS:
  2)PRE-EXISTINGCONDITIONS

  Wedonotcoverpre-existingconditions
  V.DEFINITIONS
  24)Pre-existingconditions means any condition forwhicha veterinarian providedmedicaladvice,thepetreceivedtreatmentfor,orthepetdisplayed
  signsorsymptomsconsistentwiththestatedconditionpriortotheeffective dateofapetinsurancepolicyorduringanywaitingperiod.

  OnNovember2,2024,yousentanemailtoHealthyPawsrequestinganappealofyour claim. An emailwas sent to you onNovember 4, 2024, tolet you know that your requestwasreceivedandwouldbereviewedinthenext fifteen(15)tothirty(30) days.Youwereadvisedtohaveyourveterinariansubmitthemedicalrecordsforthe visitaswell.OnNovember 28, 2024, theappeals team sent youa follow upemail requestingaletterofclarificationfromyourveterinariantosupportyourappeal,as noadditionaldocumentationhadbeenreceived.OnDecember4,2024,anotheremail wassenttoyouinformingyouthatyourappealwasbeingclosedduetonoadditional documentationreceived.Uponreceiptofadditionaldocumentation,yourrequestfor appealcouldthenbereviewed.
  

  On December 12, 2024, Healthy Paws reviewed this matter pursuant to your December 7, 2024 inquiry. A request was sent to ************************* for
  complete medical records and received the following day. Based on the medical recordsreceived,DouyawasfirstevaluatedbytheclinicinMay2024forathree(3) yearhistoryofrecurrentfacialdermatitis.YourveterinariandiagnosedDouyawith allergiesandinfectionssecondary tochronictearinginto the facial folds.Basedon prior medical records on file, Douya has had a history of chin acne, dermatitis, erythema, and a dry coat with suspected allergies since 2019. She has also had chronicoculartearingwithapossiblepartiallyblockedtearductsince2017,causing recurrentfacialfolddermatitis.Additionally,sheisonaHillsI/Ddietdueaprevious history of negative reactions to various foods and treats. Vomiting and diarrhea wouldoccurpostconsumption.ThemedicalrecordsfortheclaimvisitonOctober30, 2024,indicatethatDouyawashavinganallergyflareupanditwasdeterminedthat theclaimwascorrectlyadjudicated, anditwasnoteligibleforcoverageunderyour policy.

  Shouldyouhaveanyquestionsorconcerns,pleasedonothesitatetocontactus.  Thank you.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have/had 3 dogs insured by Healthy Paws: ******, account number ********, ******* account number ******** and Tipper account number ********. Tipper died on May 11, 2024 and Healthy Paws billed me and collected her premium for June. I contacted ** and was told that the issue had been 'escalated'. I never received a refund for the June installment. I am asking for that on her behalf. I submitted a claim for ******** chemotherapy drug from ****************** dated 11/15/24 in the amount of $245.75 and for his euthanasia on 11/25/24 in the amount of $165. I have submitted all invoices associated with these claims but they keep filing it under ******** policy, not ********, and asking numerous times for more documentation. There is NO CLAIM for ****** and I have an email trail to provide which documents my attempts to correct this and get reimbursed for ******, all to no avail. I have spoken to numerous customer **** via telephone and even though they acknowledge the problem, it still remains unresolved.I am seeking reimbursement for all 3 of these bills which would be in the amount of $328 for ******, or 80% of $410 for the 2 claims. Since I cannot access Tipper's policy online, I do not know the exact amount of the premium they charged me in June, after her death in May. I'm sure that they can obtain that amount easily.Thank you for your help. I feel that I am out of options in collecting the monies from these claims.

  

  Business response

  12/20/2024

  We are responding to your communication to the Better Business Bureau dated December 13, 2024, regarding reimbursement under your Indemnity Insurance Company of North America policy. As a preliminary matter, the claims for ****** were processed and approved for reimbursement prior to the receipt of this complaint. Additionally, Tipper was cancelled, and a pro-rata refund has already been provided to you.
  

  On June 13, 2024, the policy for Tipper was cancelled effective May 12, 2024, with a pro-rata refund in the amount of $190.07 back to the card on file. The refund amount included the premium paid for the June installment. An email was sent to you the same day confirming the cancellation of Tippers policy.
  

  Between November 21, 2024, and November 30, 2024, Healthy Paws received multiple claim submissions for ****** which included only a packing slip from ******************. You were informed by email that we are unable to process a claim using a packing slip and that a finalized invoice was needed. On November 30, 2024, you spoke with a customer care representative who assisted you in locating a finalized invoice to submit.
  

  On November 30, 2024, Healthy Paws received a new claim submission from ****************** for a chemotherapy medication. Unfortunately, the invoice did not include the pets name and was inadvertently assigned to your other pet, ******* On December 7, 2024, you submitted another claim for ****** with the same invoice. This submission was correctly assigned to ******. The claim was processed and approved for reimbursement via direct deposit on December 11, 2024. An email was sent to you the same day with your Explanation of Benefits. The first claim submission, submitted under ******* was subsequently closed on December 13, 2024, as reimbursement had already been provided.

  On December 5, 2024, Healthy Paws received a claim submission for euthanasia and cremation services. On December 11, 2024, the claim was processed and approved for reimbursement via direct deposit, and an email was sent to you the same day with your Explanation of Benefits.
  

  On December 13, 2024, Healthy Paws reviewed this matter pursuant to your inquiry. We appreciate you bringing the issue regarding your claim submission to our attention. Healthy Paws has provided feedback and coaching to the Claims Team for process improvements.
  

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

  Customer response

  01/07/2025

  The complaint was resolved but I'd like to challenge some of their claims in addressing this matter.
  
  I had to make NUMEROUS phone calls to get this resolved, not just the phone call that they referenced in early December. And I never once, not once, received an email advising me of the outcome, as they claimed. I searched my email database and can confirm that I received no email advising me of a resolution. In fact, it was after I submitted the complaint that I went online into my bank account and noticed that I had been reimbursed. There was zero communication from them after I submitted my claims except to request 'further documentation'.
  
  I do not endorse this company and would never recommend it to any prospective pet owners. They systematically question claims as their first line of communication and ask numerous times for more documentation, after they've been provided with NUMEROUS documents. I am not pleased with their service and would like it noted in my complaint.
  
  Thank you for your time and help in this matter.
  

  
  

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed three claims:11/12/24 - ******* 11/19/24 - ******* 11/22/24 - ****** I submitted my pets medical history. Without being told whats wrong, my claim got paused saying information was missing, I continued to add information, yet I was failed to be informed the full extent of information this company wanted so as to properly review my claim.Then, I applied for direct deposit and was not sent a confirmation email to confirm my information. This was done without confirmation on the 26th one day before my three claims were sent via a paper check. Now, nearly a month later after submitting said the most expensive of the three claims, I have yet to receive ANY of the promised reimbursement. I pay for a very high quality insurance and I did not received adequate information detailing what needs to be submitted for a proper claim review during the initial process and STILL do NOT have any of the money I was promised for the reimbursement. My credit card is due on the 15th. This company is causing me to go into credit card ******* cat wouldve died had I not went to the vet and now I cannot afford to pay for groceries because of this insurance *********** they are asking to INCREASE my rate per year from $325.92 to $427.8 for my plan. I would like either my payment for my reimbursements to come in promptly within the next week or for my plan to remain the same.

  

  Business response

  12/12/2024

  I am responding to your communication to the Better Business Bureau dated December 7, 2024, regarding the regarding the reimbursement of claim numbers 1301963-1-1 to 1301963-1-3 under your Westchester Fire Insurance Company policy. Reimbursement for these claims were sent to the address on file on November 25, 2024.

  Between November 12, 2024, and November 22, 2024, Healthy Paws received three (3) claim submission for the treatment of constipation. 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. Prior to Healthy Paws reaching out to you to inform you of what documentation was needed to adjudicate your claim, requests for complete medical records were sent to ***************************** on your behalf. Additionally, on November 15, 2024, you submitted medical records from the ************** of ************ spanning May 10, 2022 to November 8, 2024. On November 18, 2024, you spoke to a customer care service representative regarding your claim and the medical records received on November 15, 2024 were waiting to be reviewed. On November 19, 2024, additional medical records were received from ***************************** from a visit on July 6, 2023. On November 19, 2024, medical records for the visit with ***************************** dated November 11, 2024 were received. On November 22, 2024, medical records for the visit with ************************** spanning November 18, 2024 to November 20, 2024, were received.

  With complete medical records on file, the claims were adjudicated and approved for reimbursement on November 25, 2024. Reimbursement was sent by check to the mailing address on file the same day.

  Between December 3, 2024, and December 6, 2024, you reached out to Healthy Paws several times to inquire about the reimbursement checks for your claims. You were advised each time that the reimbursement checks had been sent and can take up to two (2) weeks to receive by mail. If you had not received the checks by December 9, 2024, reimbursement could be reissued to you by direct deposit. It was also confirmed that direct deposit had been set up and approved, but not until the day after the checks had been sent out by mail.

  On December 9, 2024, a follow up email was sent to you to confirm whether you had received the reimbursement checks. You replied that the checks had been received that day.
  

  In regard to the direct deposit process, an email was sent to you on November 17, 2024, informing you that we received your request. The email outlined the next stage in the process and informed you that your claims reimbursement will continue via check to the mailing address on your account until it was approved. On November 26, 2024, an email was sent to you confirming that you were successfully enrolled in direct deposit.
  

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

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My five year old Havanese dog was recently diagnosed with IMHA. She had to be hospitalized twice and quickly passed away the second time. I have submitted multiple claims to Health Paws. After I told them she had passed, they quickly took away my access to their app, which is the only way to route a phone call to them. If you dial their number direct, it just hangs up. Every day this week, they have sent me an email stating that they need more documentation from her veterinarian but they do not say what information they are seeking. I reply to each email asking what they need but so far, it has gone unanswered. I have been in touch with my vet and they have assured me that they have sent everything required but will send it again. I am beyond frustrated with Healthy Paws due to their poor customer service and inability to process my claims. My dog had a brutal, sudden, tragic, untimely and unexpected death and they are making the grieving process worse by constantly hounding me about info they need from her vet, all without telling me what info they need!

  

  Business response

  11/25/2024

  I am responding to your communication to the Better Business Bureau dated November 19, 2024, regarding the delay in processing claim numbers 1094776-1-1 to 1094776-1-7 under your Westchester Fire Insurance Company policy. We would like to extend our deepest condolences for the loss of your pet, *******. 
  

  On November 13, 2024, Healthy Paws received a claim submission with multiple invoices. An invoice dated August 8, 2024, with pain medications and a total invoice amount of $151.30 was assigned claim number 1094776-1-1. An invoice dated August 23, 2024, with pain medications and a total invoice amount of $127.00, was assigned claim number 1094776-1-2. An invoice dated August 26, 2024, for spinal radiographs and a total invoice amount of $537.20, was assigned claim number 1094776-1-3. An invoice dated October 26, 2024, for bloodwork and a total invoice amount of $49.05, was assigned claim number 1094776-1-4. An invoice dated October 29, 2024, for diagnostics and treatments for heart failure and euthanasia with a total invoice amount of $2,366.84, was assigned claim number 1094776-1-5. An invoice dated July 31, 2024, for pain medications, diagnostics, and preventive care, with a total invoice amount of $750.91, was assigned claim number 1094776-1-6. An invoice dated October 24, 2024, for diagnostics and treatments of an autoimmune disease with a total invoice amount of $5,231.29, was assigned claim number 1094776-1-7. An invoice dated October 28, 2024, for bloodwork and a total invoice amount of $159.10, was assigned claim number 1094776-1-8.

  On November 15, 2024, a request was sent to ****************************** for complete medical records. The same day, medical records were received from VCA ************************** spanning May 20, 2022 to October 30, 2024 and from *********************** dated August 26, 2024 and October 23, 2024. With complete medical records on file, the claims were placed into a review status for the next available claims adjuster to review and process.
  

  Additionally, Healthy Paws received an email on November 13, 2024 to let us know that ****** had passed away and to stop the billing on your account. A case was sent to our payments department for review and the account was cancelled per your request, effective October 30, 2024, with a prorata refund in the amount of $81.29. An email was sent to you on November 15, 2024, confirming the cancellation of your account and informing you that your claims were still being processed, and where to send any additional claims if you still had any that needed to be reviewed.
  

  On November 18, 2024 and November 19, 2024, you inquired about the emails you received for your claims. These are sent out in succession when a claim is missing documentation to provide policyholders the information that is needed to adjudicate a claim.  Please note that even when documentation is received, the emails will continue to go out until the document(s) have been reviewed.  Once verified, the claim will be assigned a claims adjuster.  Once assigned to a claims adjuster, no further automated emails will be sent out, only emails sent out directly from the adjuster. On November 19, 2024, you were informed that your claims were waiting to be reviewed. 
  
  The same day, the claims were processed and approved for reimbursement as follows:
  

  Claim number 1094776-1-1 with an invoice total of $151.30 was approved for reimbursement in the amount of $53.72, which was applied towards your prior policy years annual deductible, which runs from October 12, 2023 to October 11, 2024. The claim was calculated as follows: the total covered amount of $67.15, minus your 20% coinsurance of $13.43, which equals $53.72, and applied towards your $250.00 annual deductible, leaving you with a remaining annual deductible of $196.28. The Exam for $84.15 was excluded from coverage pursuant to your policy. Although your policy through Healthy Paws covers the cost of the treatment provided during the veterinary exam, it does not cover the exam itself. 
  

  Section II. EXCLUSIONS & LIMITATIONS 
  1) GENERAL EXCLUSIONS 
  We do not cover:
  a. Veterinary examination fees. 
  Section V. Definitions 
  30)  Veterinary Examinations Fees. Fees charged for the professional opinion of a veterinarian. Also referred to as consultation, examination, referral, and recheck fees. 
  

  Claim number 1094776-1-2 with an invoice total of $127.00 was approved for reimbursement in the amount of $101.60, which was applied towards your annual deductible, calculated as follows: the total covered amount of $127.00, minus your 20% coinsurance of $25.40, which equals $101.60, and applied towards your $196.28 annual deductible, leaving you with a remaining annual deductible of $94.68.

  Claim number 1094776-1-3 with an invoice total of $537.20 was approved for reimbursement in the amount of $267.76, calculated as follows: the total covered amount $453.05, minus your 20% coinsurance of $90.61, which equals $362.44, and applied towards your remaining $94.68 annual deductible, for a total reimbursement of $267.76. The Exam for $84.15 was excluded from coverage pursuant to your policy. 
  

  Claim number 1094776-1-4 with an invoice total of $49.05 was approved for reimbursement in the amount of $39.24, which was applied towards your current policy years annual deductible, which runs from October 12, 2024 to October 11, 2025. The claim was calculated as follows: the total covered amount of $49.05, minus your 20% coinsurance of $9.81, which equals $39.24, and applied towards your $250.00 annual deductible, leaving you with a remaining annual deductible of $210.76.

  Claim number 1094776-1-5 with an invoice total of $2,366.84 was approved for reimbursement in the amount of $1,615.39, calculated as follows: the total covered amount $2,282.69, minus your 20% coinsurance of $456.54, which equals $1,826.15, and applied towards your remaining $210.76 annual deductible, for a total reimbursement of $1,615.39. The Exam for $84.15 was excluded from coverage pursuant to your policy.

  Claim number 1094776-1-6 with an invoice total of $750.91 was approved for reimbursement in the amount of $426.90, calculated as follows: the total covered amount $533.62, minus your 20% coinsurance of $106.72, for a total reimbursement of $426.90. The Exam for $179.85 was excluded from coverage pursuant to your policy as noted above. Additionally, the vaccinations for $37.44 were not eligible for coverage pursuant to your policy. 
  

  Section II. EXCLUSIONS & LIMITATIONS 
  3) PREVENTIVE CARE EXCLUSIONS
  We do not cover:
  b. Preventative healthcare including vaccinations or titer test, flea control, heartworm medication, de-worming, nail trim, and grooming. 
  

  Claim number 1094776-1-7 with an invoice total of $5,231.29 was approved for reimbursement in the amount of $4,101.99, calculated as follows: the total covered amount of $5,127.49, minus your 20% coinsurance of $1,025.50, for a total reimbursement of $4,101.99. The Exam for $103.80 was excluded from coverage pursuant to your policy.

  On November 22, 2024, claim number 1094776-1-8 with an invoice total of $159.10 was approved for reimbursement in the amount of $127.28, calculated as follows: the total covered amount $159.10, minus your 20% coinsurance of $31.82, for a total reimbursement of $127.28.
  
  Should you have any questions or concerns, please do not hesitate to contact us.  
  
  Thank you.
  
  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased pet insurance over 6 years ago from Healthy Paws Pet Insurance when my dogs were puppies, I paid the premium every month for over six years through automatic payment with a credit card - unbeknownst to me my policy was canceled for non-payment (my card is and was active and I had no clue as to why if they even attempted to secure payment) with no effort to contact me (as now my pets are no longer even of age to have a premium taken out in their names). Is this the policy of the new company owner *****, to steal from clients? When I realized this month my credit card no longer was showing this monthly payment (mean while ******* has no problem re receiving my monthly automatic payment) they said they canceled my account for non-payment and that they tried to contact me via email and a mailed letter.The email they supposed sent emails to no longer is valid and I haven't used that email in probably 5-6 years. An no piece of mail ever was sent to my house. This company purposely canceled my insurance (insurance I never used and paid over $1,200 a year for in premiums) right as my dogs aged out and no longer qualify to be insured through their company - which I just found out as I called to inquire about reinstating my account and paying all missed premiums. To sum up my complaint, this company stole from me over$8,000 and once my dogs were too old to be insured they stopped taking automatics payments from my credit card and never notified me of this.Resolution, reinstate my insurance from Feb. 2024 (I want to pay the premiums they stopped collecting) or reimburse me the premiums I paid them and never was allowed access to use my insurance when needed for my older dogs.

  

  Business response

  11/21/2024

  We are responding to your communication to the Better Business Bureau dated November 15, 2024, regarding the cancellation of your Indemnity Insurance Company of ************* Pet Health Insurance Policy number I17277455.
  

  Per Section IV. ADDITIONAL CONDITIONS,
  2) CANCELLATION a. We may cancel this policy if we do not receive a monthly premium from you when the premium is due. In such a case a written notice will be sent to you at your last email address known to us. We will provide at least (20) days notice of our intent to cancel.

  In addition, per the Electronic Disclosure and Consent which was signed on July 19, 2018,
  You agree to notify us promptly if your mailing address, e-mail address or other delivery information changes by contacting ******************************* or via telephone at **************.
  

  The billing date of your policy is 19th of every month. On March 19, 2024, Healthy Paws was unable to collect your monthly premium using the payment method on file. An email was sent the same day to you providing advance notice that the policy would be canceled unless the premium due was received. Another email was sent on March 22, 2024, advising you of the impending cancellation of the policy if the payment method was not updated in the customer care center of the ******************** website or mobile app. On March 26, 2024, a final notice was sent to you notifying you of the policy cancellation. In addition, on March 22, 2024, a Notice of Cancellation was mailed to the address on file via Certificate of Mailing, with a policy cancellation date of April 16, 2024.
  

  Healthy Paws reviewed this matter pursuant to the complaint. Our investigation shows you received four (4) notices that your account was in Suspended status and pending possible cancellation, including a mailed copy filed via Certificate of Mailing. As a result, we are unable to reinstate your policy.
  

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

  Customer response

  11/25/2024

   
  Complaint: 22561236
  
  I am rejecting this response because:

  For many reasons.

  1 - as written in their response "(4) notices that your account was in Suspended status and
  pending possible cancellation, including a mailed copy filed via Certificate of Mailing.
  As a result, we are unable to reinstate your policy."

  No notice of cancelation was ever sent to my home address via certified mail.   Where is the signed receipt for this said delivery.

  Also, each time I called to inquire about reinstating my policy - that I was never informed that they stopped pulling the automatic payment each month, the same payment they pulled for 6 years continuously with out any "issues" - all of a sudden as my dogs are now six years old - they haven't received payment?  Each time I called, they gave a different reason why the "couldn't" reinstate my account. 

  1 - my dogs are too old.

  2 - I have too many dogs, they said I had 4 dogs insured, and its NY State Law saying I can't have 4 dogs insured, which I did not, I only had 2 dogs insured, and in a response to that inquiry they say, we know you know have 1 dog, meanwhile I had two insured with them.  They clearly could care less, an have no intention of insuring older dogs ever.  They are stealing my money, and no doubt the money of others whose dogs get older with this scam of "un paid" premiums. 

  Here's the email they sent me saying one reason:

  Hi ******,
  I understand that the cancellation of your account and the inability to reinstate it, especially due to regulations regarding pet numbers in ********, has been frustrating. I want to assure you that your concerns are important to us, and I am here to provide clarity and support.
  Regarding the situation:
  - We provided specific information from our Standard Operating Procedures, including key messaging on suspensions and cancellations due to non-payment, as well as our escalation processes.
  - Unfortunately, current policies prevent the re-enrollment of accounts with more than four pets in *********

  Here is there response after I ask them to reinstate my account that I do not have 4 dogs.

  Hi ******,
  My mistake, I do know you only have one pet on your account.
  Please visit us online for Frequently Asked Questions and answers about the policy at *******************************************************************************. Our ************* Team is available by phone:

  My final correspondence to them after changing their answers each time I inquired:

  It was actually an account with two dogs.
  Based on what you shared with me, your can reinstate my account:
  "Unfortunately, current policies prevent the re-enrollment of accounts with more than four pets in ********"
  My account has been valid up until the time your company stopped pulling the automatic payment.
  Based on this, you can re-enroll my dogs.
  When can I expect this to take place?
  I will gladly provide all previous premiums that were not pulled, to keep my account active. 
  I will also be sharing this update with the claim I have already filed with the Better Business Bureau. 

  3 - They said, that we tried to contact you. No they didn't, no piece of mail ever made it to my home nor a phone call to inquire "hey, you've been a policy holder for six years, there may be an issue " instead, because there was no issue in their eyes, their goal was to cancel my policy no mater what.  This is how they steal from people.  Now, from me.  I am not a multi-billion dollar company.  I live paycheck to paycheck caring for my rescued dogs. This is how they are a multi billion dollar company, because they steal from their clients by voiding polices before they can ever be used.

  Sincerely,
  
  ****** *****

• Initial Complaint

  11/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My dog has been insured by Healthy Paws for the past 12 years since November 15, 2012. In that span I have never missed a payment despite seeing my premiums rise 30% consecutively for the past 5 years to the current $200.23/month rate which I feel is extremely high. I received an email on September 13, 2024 with the subject "Your Pet Insurance Policy Update" with the following details: "To continue to offer these great benefits, your monthly premium will increase for the policy period beginning in 63 days as shown below." And the details in a box below were:Policy Information Protected Since: 11/15/2012 Current Monthly Premium: $200.23 New Monthly Premium Starting in 63 Days: $607.58 Next to this box was another box labelled "Manage Your Policy" which stated "You may be able to adjust your policy options to lower your monthly premiums while keeping the same great coverage. Manage Your Policy " which was a linked to an annual "Anniversary Options" renewal page:*************************************************************** On this page, I had the option of dropping my coverage from 90% to either 80% or 70% and increasting my deductible from $100 to $250, $500, or $1000 which altered my monthly *************, I was going to lower my premium by increasting my deductible from $100 to $1000 and keeping 90% coverage. This would mean my new monthly premium would be $331.23 instead of $607.58. And per their email (PDF attached) as required by law in state of **, I have 63 days from September 13 to make changes to my policy affecting monthly premiums which is November 15, 2024 (tomorrow) the date as of which my policy renews. HOWEVER, this morning I was charged the full $607.58 and when I went to make a change in the email, I now see the date effective is December 15, 2024 (next month). They effectively charged me one day early and didn't allow me to make changes required by law and per their own email today for my renewal effective tomorrow.

  

  Business response

  11/21/2024

  We are responding to your communication to the Better Business Bureau dated November 14, 2024 regarding the policy changes you requested on November 14, 2024 for your Westchester Fire Insurance Company Pet Health Insurance Policy number I19634085.

  As stated in your Policy, Section III. GENERAL CONDITIONS,
  7) You are entitled to increase the deductible or coinsurance amount applicable to your pet at any time. This request must be made in writing and will become effective the month following approval by us. You may apply to lower the deductible or coinsurance amount applicable to your pet provided you have not previously filed a claim with us for that pet. This request must be in writing and will become effective the month following approval by us.
  

  The billing date of your policy is the 14th of every month. Since the change was initiated after the premium was paid for the next billing cycle, it would not take effect until your next billing date on December 14, 2024.
  

  On November 15, 2024, Healthy Paws reviewed this matter pursuant to your November 14, 2024 inquiry. Based on your payment history and longevity with Healthy Paws, we will allow a one-time exception for you to update your coverage
  effective November 15, 2024 (your November 14th billing cycle). We will have a Customer Liaison Manager reach out to you to confirm your request. Once processed, a refund will be issued to the payment method on file.
  

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

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a loyal policyholder with Healthy Paws Pet Insurance since November 2012. In September 2024, I received notice that my monthly premium would increase from $139.15 to $327.23a 135% increasefar exceeding the 30% rate increase referenced in their communication. Despite multiple attempts to seek clarification regarding this substantial increase, including emails sent on 9/16, 9/28, 10/6, 10/13, 10/20, 10/28 and subsequent follow-ups, I have not received a response to my request for explanation from Healthy Paws or their parent company, Chubb, nor did they respond as to whether the increase was reviewing by the ************* of Banking and Insurance.Given the lack of communication, I have filed a formal complaint with the ******************************** and Insurance, as such rate increases typically require regulatory approval. I am now reaching out to the Better Business Bureau for assistance in facilitating a resolution. I am seeking:1) A detailed explanation for the 135% premium increase.2) Confirmation that this increase was reviewed and approved by the ********************* of Banking and Insurance.3) A formal response from Healthy Paws addressing these concerns.The ongoing lack of response is both concerning and unprofessional, and I hope BBB can assist in obtaining the necessary information and resolution.

  

  Business response

  11/12/2024

  I am responding to your communication to the Better Business Bureau dated November 4, 2024 regarding a premium increase for Pet Health Insurance Policy
  number I19649246.

  On September 16, 2024, 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 $327.23 effective November 18, 2024.
  

  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.

  Healthy Paws has responded to your complaint to the New Jersey Department of Banking and Insurance with additional details regarding your premium change.

  Regarding the premium increase request notice that you referenced in your inquiry, this notice was provided as required by state regulation N.J.S.A. 52:27EE-51.

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

  Customer response

  11/15/2024

   
  Complaint: 22509688
  
  I am rejecting this response because:

  Thank you for Healthy Paws' response. However, I believe my concerns have not been fully addressed. Specifically:
  
  1) Detailed Explanation for the 135% Increase: HP's response provides general information about how premiums are calculated but does not offer a detailed explanation of how the 135% increase on my policy was determined. Could ** please provide a specific breakdown of the factors contributing to this significant increase?
  
  2) Future Expectations: While HP explained some factors behind the recent increase, I would like to better understand what to expect moving forward, especially as I have not received any direct communication from ** outside of this response via a complaint made to the Better Business Bureau.
  
  For example:
  1) Are there any additional approved rate increases or pending filings that could significantly impact my premiums in future annual renewals?
  2) Will similar adjustments be phased in or capped to prevent large increases like the one I just experienced?
  
  This information will help me understand whether this increase represents a stabilization point or if further large adjustments are likely.

  3) Expectations of Communications from HP Moving Forward

  Given the lack of communication to me, a customer of this service since 2012, I would like to understand how Healthy Paws intends to improve its communication process. This issue could have been avoided with proper and transparent engagement. I want assurance that Healthy Paws will provide proactive and direct communication about any future changes to prevent the need for filing complaints with NJDOBI or BBB to obtain basic information.

  Thank you for your attention to these concerns. I look forward to receiving a more detailed explanation and clarification.
  
  Sincerely,
  ******** *********

  

  Business response

  12/06/2024

  We are responding to your follow up communication to the Better Business Bureau dated December 2, 2024 regarding your premium increase. Please find our response below.

  1) Detailed Explanation for the 135% Increase: HP's response provides general information about how premiums are calculated but does not offer a detailed explanation of how the 135% increase on my policy was determined. Could ** please provide a specific breakdown of the factors contributing to this significant increase?

  Healthy Paws previously provided additional details regarding your premium change in our November 12, 2024 response letter to your complaint dated October 13, 2024 to the New Jersey Department of Banking and Insurance. We determine the rating variables and factors that go into the calculation of your premium based on historical data for this program. The supporting actuarial data and documentation for our pricing methodology is part of rating plans we file with the insurance regulators in your state. While we are not in a position to provide that to you, regulators review rate filings to ensure that rates are not inadequate, excessive or discriminatory. Filed rating plans are implemented only after they have been approved, as required, by the respective insurance regulators in each state.

  2) Future Expectations: While HP explained some factors behind the recent increase, I would like to better understand what to expect moving forward,
  especially as I have not received any direct communication from HP outside of this response via a complaint made to the Better Business Bureau.

  As explained in our previous response and in our response to your inquiry to the ************************** of Banking and Insurance, premium rates are based on a number of factors and are filed with the state insurance regulator for approval. Therefore, while we cannot say what the premium pricing will be in the future, regulators typically review rates with an eye toward balancing an insurers need for sufficient premium to pay claims, against the customers costs.
  

  In regard to direct communication, both a Policy Anniversary Notice and Pet Health Policy Changes Notice are provided to the policyholders outlining an upcoming premium adjustment at least 60 days in advance of the Policy anniversary date, in accordance with the Policy. Our records show that the Anniversary Notice emails sent to you were opened each year, with most of them opened the same day.
  

  Additionally, our records show we responded to your email of September 16, 2024 on September 17th, providing information on the reasons for your premium increase. 

  We apologize for not addressing your additional subsequent follow up emails in a timely manner. As you had Better Business Bureau and Department of Insurance inquiries, we intended to provide formal responses to you through those channels and should have communicated to you as such.

  3) Expectations of Communications from HP Moving Forward: Given the lack of communication to me, a customer of this service since 2012, I would like
  to understand how Healthy Paws intends to improve its communication process. This issue could have been avoided with proper and transparent
  engagement. I want assurance that Healthy Paws will provide proactive and direct communication about any future changes to prevent the need for
  filing complaints with ****** or BBB to obtain basic information. 

  As expressed above, our records show that the Anniversary Notice emails were sent to you in advance each year advising you of a premium increase. Also, an email was sent on September 17th in response to your initial email of September 16, 2024, explaining the factors affecting your premium increase. As stated previously, we are not in a position to provide detail on the rate filings.

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

  Thank you.

   

  Customer response

  12/08/2024

   
  Complaint: 22509688
  
  Thank you for your response. While I appreciate the time taken to address my concerns, I do not believe my questions have been fully answered. Specifically:

  
  ??Detailed Explanation for the 135% Increase:
  While ****** has confirmed the regulatory justification for the increase, Healthy Paws has not provided a clear explanation of why this was not communicated more transparently to policyholders. The cap expiration and its implications should have been explained directly to me at the time of my renewal notice vs. requiring my additional time to reach out to a regulatory body.  Regarding the email on Sept 17th, a specific breakdown was not noted and I responded via email as such at the time and followed up weekly since then with no further response. To clarify, Healthy Paws' email text states:
  "Your premium is going up because total claim payments made to pet parents in your state have increased faster than premiums paid by all pet parents. During the past year, in your state, there was an increase in the overall cost of claims arising from treatment of conditions covered under the policy. This includes conditions such as cancer, foreign body ingestions, orthopedic issues, allergies, gastritis, and other specialty care."  Here is the additional detail I am looking for:
  1) Specific Impact of Listed Conditions:
  - What percentage of the overall increase is attributable to the rising costs of conditions such as cancer, orthopedic issues, foreign body ingestions, and other specialty care?
  - How much have claims for these conditions increased in my state over the past year compared to prior years?
  2) Breakdown of Regional Claims Trends:
  - What was the percentage increase in total claims costs in my state, and how does this compare to other states?
  - How were these state-level trends factored into my specific premium increase?
  3) Role of My Pets Individual Characteristics:
  - To what extent did factors like my pets age, breed, or geographic location contribute to the premium increase?

  ?? Future Expectations:
  I understand that premium rates are subject to regulatory review and approval, but your response does not clarify whether future increases will be phased in or capped to prevent sudden, significant adjustments like the one I experienced. The ****** mentioned a pending 30% increase filing. How does Healthy Paws plan to handle future adjustments to avoid similar large one-time increases? Will future adjustments be phased in or capped?
  
  ??Expectations of Communication from Healthy Paws Moving Forward:
  While I appreciate your acknowledgment of past communication delays, I am seeking assurances that Healthy Paws will improve its communication process moving forward. Specifically, will Healthy Paws commit to providing timely and proactive responses to policyholder inquiries regarding premium adjustments without requiring formal complaints through third-party channels like ****** or the BBB?
  

  Thank you for your attention to these concerns. I look forward to receiving a more detailed and thorough response.

  
  Best regards,
  ******** Giegerich 

*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. ↩