ASPCA | Pet Insurance Review

They always seem to find a reason to defer or not make payments. Their communication is obtuse. I have made over 10 claims and only 2 have been paid. The only reason my rating is not a 1 star is because I just spoke to a representative who gave me a clear explanation and I'm re-submitting documents. I picked ASPCA because a friend suggested them when we got our dog. My friend has since stopped using ASPCA for the reasons above.

As someone who has worked in customer service for nearly 20 years, I am beyond disgusted. If I could rate this with zero stars, I would. Not only does getting a claim processed take forever (five weeks in currently and NOTHING), but the app never works! I changed the policy for my animals before the renewal date six separate times through the app and website on four different devices including a phone, mac laptop, ipad, and pc... yet for some reason only part of those changes went through. I repeatedly sent emails/called about this issue before the renewal date yet nothing was fixed and I never even got a reply through email. Over the phone, I was belittled and spoken too as if I was incompetent. When asking about the long wait times for claims and how to submit them (their app sucks and things are worded in misleading ways) the first customer service person I spoke to laughed and said they were short handed and that maybe I should work there if I wanted to help speed up the claims. They also explained the process of what I needed to do for my issues, directly after I told them in detail that I had already done what they were explaining.. So they just didn't even listen to what I was saying and talked over me to explain what I just told them I had already tried. They then brushed me off and told me I would get a call back from a member of the service team. No one ever called. When trying to handle it for the probably 20th time after three weeks of the issue still not being resolved, they asked me for proof of my emails and calls because they apparently have no record of them in their system. (this is a lie) Unfortunately, my email has an auto delete of five days for sent emails and I did not expect them to be so hard to work with (Its Aspca! They are supposed to care!) so I didn't save back ups. I even said I have screenshots of calls placed with my cellphone and their time frames, but because they apparently have "no record" of them and I didn't think I would have to record my own calls to them, that it won't be taken into account at all. This is now a mistake I will never forget. So now my coverage is inaccurate for what I wanted and needed and my cat will have insufficient insurance. Due to this issue I asked them to halt the processing for any new transaction for the annual payment while I check out my options with other carriers for my cat. They charged me anyway, directly after telling me I had a few weeks to decide and that they will halt a new transaction. Apparently it will take several weeks to get the funds back and I'll likely have to waste more time on hold and take off work to do so. Worst customer service I think I've ever experienced. To top it off, one of the changes I repeatedly tried to establish was the cancellation of one dog. My best friend of 14 years passed away and no one from this company would even give me the courtesy of replying to cancel her portion of the policy. Each time on the phone when I mentioned this, the response I got was clinical and cold, as well as skeptical and asking me if I was "sure that I'd emailed about it." They charged my account to renew a policy for my dead friend after completely ignoring me and I didn't even get so much as a "sorry." To top this off, after never replying to my email about my girl, they sent me a condolences letter in the mail and *wait for it* STILL CHARGED ME for her policy, while still not even bothering to reply. Not only am I having to deal with all of this while grieving, but they treated me like an idiot as well. I had to throw a literal fit on the phone just to get the policy of my lost friend removed because it was passed the renewal date- through no fault of my own and with weeks of me trying to get them to follow through. This company is fraudulent and shameful. I can't even begin to describe how much this increased my pain and distress while grieving. They made me feel stupid and taken advantage of in every possible way. And its not even very good insurance! Its bare bones with coverage with high as heck premiums. I'm tempted to look into a lawsuit for pain and suffering.

I haven’t use this yet

Almost a year after getting insurance through ASPCA, we discovered my cat had developed cancer in his eye and I had to pay $1,865 to have it removed. They rejected the claim, stating it was a "pre-existing condition" despite the fact that my cat had never been diagnosed with cancer before. Needless to say, I regret sinking so much money into their bogus insurance package. Will be following up with the Virginia Bureau of Insurance.

My last experience was great. FINALLY got a claim for "Mikalah" & it was processed much more more quickly than any other previous claims over the last few years. I hope this trend continues as its important to have a quick turnaround on claims. Thank you.