I have had pet insurance for our lab for 8 years. 3 years ago, due to her age, my existing policy was transferred over to ASPCA, along with a significant rate increase. I have NEVER filed a claim until 2 weeks ago, for an ear infection and her inability to put weight on her front paw. My total bill was $1300+, with a $500 deductible. So far, I have heard nothing from ASPCA and the website indicates that the claim is "in que". I spoke with a customer representative, who told me that he would take care of it, and so far nothing. After further research, I learned that in the state of Florida, pet insurance, is under the jurisdiction of the State Insurance Commissioner. The good news about this, is that companies that deny and delay claims can be forbidden from doing business in Florida. If any of you are in Florida, I have attached information on how to file a claim. To file a complaint with the Florida "Insurance Commissioner" (who heads the Office of Insurance Regulation), you should contact the Florida Division of Consumer Services within the Department of Financial Services (DFS), as this is the correct agency for handling consumer complaints against insurance companies. You can file online, by phone, or by email, providing details like the insurance company name, policy number, claim number, and a clear explanation of your issue. The DFS will then process the complaint and contact your insurer. 

stop asking me to leave a review after EVERY SINGLE SUBMITTED CLAIM

I’m on the fence actually. There are times when I have not received money back and it’s very disappointing. However, they are fast in refunding some of the money spent.

HealthyPaws client for over 8 years here...They jacked our dog's premium this past month, without notice. I happened to look at my credit card statement and noticed that in one month, our fee went from $101.77 to $469.82! On the AppStore, the description for the HealthyPaws app says to use the app to, "View messages from Healthy Paws about your claims or policy". It seems like your rate rising over 360% would warrant a "message about your claims or policy," however, no message in there. They claim to have sent an email about it, but we never received it, and when they provided a copy of the mail they sent, it was from a different domain than all of our other emails they have sent in the past (a sketchy practice that seems designed to be caught in a spam filter). It's almost like they didn't want their customer to know about the increase ahead of time. So far, they are refusing to rebate the difference while I secure a new policy. I have found a new policy at a much better rate, so I will be dumping them and taking up the refund with my credit card company.

I have submitted my first claim and I’ve had nothing but problems. I keep getting messages that the medical records need submitted and after multiple submissions from both myself and my vets, in addition to multiple calls with no resolution, I feel I need to submit this review to warn others. The online portal is difficult to use once you’ve completed your initial information and although you can reach a person in Customer Service it’s always outsourced to another country with someone who’s hard to understand. If my issue is resolved I will come back and update a positive review but as of now, it is totally negative and I would not recommend this coverage.

Claims took forever to resolve. Their pre-existing conditions make insurance worthless. Will be canceling.

Issues not resolved

I’ve had pet secure for five months and the first time I used it. They denied all claims and kept taking payments out of my account after I cancelled the policy. Terrible company to deal deal with.

So, I posted a review about their overinflated pricing and how every year my insurance has gone up by 50% since I've had them for the last 3 years. So, I called them today to discuss my dog's dental procedure, which is partially covered. I had the same procedure done before and paid my deductible, so it should be satisfied, but because I had to increase my deductible to lower the monthly cost due to their inflated increase, I was told that now I have to pay the deductible again. That I have to pay the difference between the last satisfied deductible and the new deductible amount. I satisfied that deductible long before I increased my deductible. I should not have to pay another deductible. I wouldn't have had to raise my deductible in the first place if they didn't increase my insurance rate by 50% year-over-year. They also listed it as a fractured tooth when it was actually enamel hypoplasia, so let's see if they try to make me pay the entire deductible and try to say it's something different because they classified it under the wrong diagnosis in the first place. Also, after my last review, Trupanion responded and asked for my policy number so they could reach out to me, which of course they never did. This is the worst insurance company, and by far the most expensive pet insurance company in the entire United States. Maybe if you live in the country the prices are fine, but if you live in the city, you are being reamed by them. I guess we're being overcharged so that the people that live out of the city can keep their lower rates. Anybody that I referred to them has now left, and after this phone call today I will most likely not be staying with them either. Especially not when I can have a $250 annual deductible, 90% reimbursement, no annual limits, and no extra charge for physical therapy or acupuncture ( I pay an extra $25 a month with trupanion), for $146 a month, which is less than half of what my new rate is, which is $346 a month. And now I'm told I have to pay my deductible again because I had to raise my deductible 6 months after I had a procedure done that satisfied the deductible? I don't even know if that's actually legal, I'm going to file a complaint with the Better Business Bureau if they charge me that extra $75. My insurance is scheduled to renew and go up in November, so I have until between now and then to figure out where I'm going to go, because at this rate, I'm going to be paying $800 a month in insurance within the next 5 years.

I wish I could say they were great! it takes long to get their results and they have no idea about animals they care for. They rejected my claim on my puppy saying that diherriea was a pre-condition (from 2 months prior!!!). What puppy survives 2 months of lose stools and they should know better that for puppies it is very common to have bowel issues as they get to anything. Poor judgement.