ASPCA | Pet Insurance Review

The coverage says it's immediately available, yet my claim was denied for an appointment that happened after I signed up for coverage and I've been waiting for over 3 weeks for customer service to get back to me on why, but it's radio silence on their end.

I haven’t had to use the insurance yet. But have been told it was really good.

Great customer service!

Fast processing of our claim and reimbursement amount was as promised. Good service and great insurance for our cat!

I have been trying to resolve a claim for a visit in mid-June with my dog for an emergency nail removal. This procedure required sedation and a minor operation to remove the entire nail to the toe. I just lost my other dog to cancer 3 weeks prior to this and I lost my first dog a couple years ago under anesthesia for a routine procedure. So I have a little bit of dog PTSD, particularly when it comes to putting a dog under sedation. ASPCA covered my annual visit with no problems. But when it came to covering this visit, it took over a month to get returned. Which is understandable, the company is busy, this is not a problem. I had 3 potential vet links to upload my dogs records to in the claim itself. I uploaded vaccination records, but then ASPCA reached out stating that they need the last 2 years worth of vet records. Not a problem. I uploaded the last 3 years worth of records from my last vet to every link on the claim, I then also emailed these records to cover my basis and received acknowledgement that my email was received. A couple weeks pass, I get a notification that my claim has been rejected due to "failure after multiple attempts to receive vet records". So.. even after doing all I could to make sure every nook and cranny of this claim had the proper documentation, someone on the other end still did not do their due diligence to even look at the documents uploaded/email records? So I called and spoke to a nice representative, that stated they would look into this matter and that I would receive a call back. He confirmed that he was looking at the correct records and that at this time, they did not need anything else. I also sent a follow up email to try to have someone acknowledge what was going on, just to get this resolved. Radio silence on both the phone and email. A week later, I called again and was told, "I'm sorry, I don't know what's going on, they should be looking into it, if you dont hear back from us in another week, please call us back." Okay, guess what, another week passed and I have not heard a peep. So I called again and spoke to a representative that was the most helpful to date and I very much appreciated his help. I confirmed the vet that the records should come from, who my current vet is, removed any confusing information regarding any other vets. I was told I should get a call back the next day, most likely. Its been 4 business days since then and no word. The day after I called the last rep, I received confirmation that my initial email was received and that they understand that I have already spoken to a rep. I responded to this email today and told them I still haven't received any word on this. They did respond quickly this time, however, they stated that they have reached out to my vet to get the records and still havent heard back, it would help their process if I emailed the records........................ So I have now uploaded this to 3 different links on the claim, I have emailed this twice up to this point, AND I have confirmed over the phone with the rep that they were looking at the correct documents. It is now the end of August and this is still dragging on. Very disappointed because although, I do understand that some things can slip through the cracks, however, with the amount of due diligence that I have done on my part and the amount of follow up and borderline babysitting this process and making sure over and over that the right documentation. This is still continuing and although I have clarified who my vet records are from, my old vet, not my new vet, sent the records 5 times now, I am still getting information from ASPCA that I have not done my part. I am at a complete loss and want to pull my hair out with this customer service. I have never been one to complain or be a jerk, but there comes a point where you feel crazy because everything you say or do is just disregarded.