Healthy Paws | Pet Insurance Review

Unfortunately, one of my cats has not been well recently. I have filed multiple claims - the first over a month ago. I have spoken/emailed SEVEN different representatives, and the issues are YET to be resolved. They keep claiming I haven't submitted his medical records, and I keep resending them. Please note, the first time I submitted his medical records was when I enrolled, and I spoke with a representative to verify I had submitted everything needed. They are now trying to claim he has a pre existing GI issue, which is absolutely untrue. They are going off the date of his first claim because they are not organized enough to realize I have submitted his records multiple times and had multiple representatives verify they received them. This is starting to feel like a scam. I am starting to feel like they are purposely being difficult in the hopes that I stop try, and they get to save money. I am so tired of having the same unhelpful conversation with each representative. I truly am appalled at how disorganized this company is and can't even wrap my head around how poorly trained their staff are. I am hoping this issue will be resolved promptly, but I don't think I'll hold my breath. But hey, here's hoping the 7th time will be the charm. In response to the reply: the first submission was indeed a line item record. I repeatedly submitted the rest of the records after I spoke to a rep in November and repeatedly throughout the claim’s process (once while actively on the phone with a representative, so she could verify it was what was needed). I finally took a screenshot of his most recent wellness exam (which I’d sent to records many times) and sent it directly to the claims rep and finally progress was made. The pre existing condition was removed from his chart, but boy was this a process. Update #2: I will say, when I finally got through to a manager, he was very helpful. My subsequent claims have gone much smoother and been processed quickly.

Always very timely with claims, have been using them since 2012 with no complaints. Very nice customer service as well.

Claims are handled promptly and fairly.

Claims service is wonderful. Claims are paid promptly and fairly. I wish my health insurance was as good as my dogs!

Two weeks ago, my dog was attacked by a large unleashed dog while being walked. She was bit, and had several serious lacerations on her neck, requiring the insertion of a drain, several stitches, medications and a 2-day hospital stay. The cost of it all came to $787.64. My plan provides for a $500 deductible, with an 80% reimbursement percentage, so I assumed my reimbursement would be $230.11 (80% of the $287. 64 allowed after subtracting my deductible.). To my utter shock, I received a completed claim notice advising me that I would receive a total of $17.32 on my $787.64 claim! I immediately called and was told that the $141 “emergency exam” charge was not covered. The policy exclusion does in fact list “veterinary exams,” although it does not state “emergency veterinary exams,” which this one was listed as by my vet. I interpreted the exam exclusion to mean routine examinations, as I’m guessing most people would. After all, how can a veterinarian be expected to treat a badly injured dog brought in as an emergency without first ascertaining the type and degree of its injuries? Would it have been preferable for her to take xrays, or do a CAT scan, or even surgery without examining my dog to insure there was nothing more serious going on? Of course not…yet these more invasive diagnostic procedures would have been covered. Then to add insult to injury, I was advised that of the $646.64 allowable charges ($787.64 minus the $141 emergency exam), I had a co-insurance obligation and was required to pay 20%, or $129.32 before subtracting the $500 deductible. In other words, $129.32 would be subtracted from the $646.64, giving me $517.32. After subtracting my $500 deductible from this amount, the reimbursement for my $787.64 fee would be $17.32. I am not challenging this later charge, as I clearly did not pay attention to this little bit of very expensive and confusing fine-print in the policy! But I find it interesting that none of the so-called pet insurance review sites ever mention it under the list of policy “cons.” And, by the way, this is not a standard requirement of all pet insurance companies (see Embrace, for instance), so I encourage pet owners to read the fine print more carefully than I did before deciding on a plan. And to take Healthy Pets off the list of “one of the best.”