Healthy Paws Pet Insurance Review

Karen - We're sorry that our customer service did not meet yours or our expectations. We do our best to be transparent regarding our enrollment fee by including this information during the online enrollment process you completed. We charge a one-time admin fee to cover your initial account set up, as well as monthly billing costs. This is the only administrative fee you will see on your account for the lifetime of your policy. In regards to how our reimbursement calculation works, we include this information (including examples) on our website within our "Frequent Asked Questions" page, and on our "For Customers" page within our website. Our process for calculating reimbursements are approved by each state's Department of Insurance and are based upon the deductible/reimbursement level a client chooses at enrollment. There are many pet insurance companies that use this same method for determining reimbursement amounts.

Patricia - We apologize for the longer than normal hold times recently and that your Healthy Paws experience did not meet yours or our standards. After looking at your account, your last two claims were processed in the time frame advertised. However, your first claim did take a bit longer since we still needed your pets full medical records. Additionally, it doesn't appear that you were subject to any premium increases since you had not yet reached your policy anniversary date. If there is a premium increase, insurance regulations require that we send out an emailed notice to our clients 60 days prior to any increase. We always email pet parents regarding premium increases using the email address they have chosen for their account. We are sorry to lose you as a policyholder and please give your pet a hug from us

Matthew - We are sorry to hear about your retriever's recent major shoulder and elbow issues. Hopefully, with surgery and rehabilitation Cody will be back to zooming around your back yard in no time! Thank you so much for taking the time to write such a thorough and glowing review. It makes us so happy to hear that you have been so happy with our customer service and easy claims process. Thank you for giving us the opportunity to protect your sweet Golden retrievers and give them both more big hugs from us!

Mini - Thank you for taking the time to write your review and for the kind words regarding our customer service. Please give your pet a big hug from us!

Lisa - We are so sorry to hear that your Frenchie has been dealing with these ongoing issues but we are so glad we can be here to help. Thank you for the high praise and for recommending us to all of your friends. Please give your pup another hug from us.

Judy - Thank you for being such a loyal and longtime Healthy Paws customer. We are so happy that you have been so pleased with our customer service and timely reimbursements. We take great pride in having exceptional customer service and an easy reimbursement process. Please give your pets big hugs from us!

C Pence - We are sorry to hear that your two Bulldogges have had some health issues common to their bred. Luckily Healthy Paws can cover congenital and hereditary conditions. Thank you for the kind words regarding our easy claims process and quick reimbursements. We take great pride in making this process as easy as possible so that pet parents can get back to taking care of their sick or injured pets. Please give both of those sweet pups more hugs from us!

carinepaps - 8 years, wow! Thank you for being such a loyal, longtime Healthy Paws customer. We are so happy to hear that you have always been so happy with your policies. We hope we can continue to protect all of your pups for many years to come! Please give your sweet furbabies more belly rubs and ear scratches from us!

Robert - Thank you for the kind words. Please give your pets more hugs from us!

Kensiblonde - Thank you for your kind words. We appreciate you being a longtime Healthy Paws client and that we’ve been able to provide reimbursements for your pet’s claims over those years. We apologize that our current customer service has not met yours or our expectations. We recognize that our hold times have been longer than expected recently and appreciate your patience. We have also been helping an unusually large number of sick pets at this time and that has increased our claims processing time. We have been proactively adding more customer care staff so that all policyholders can get the their claims and customer care issues resolved as quickly as possible. As with any sort of hiring, there is always a learning curve as colleagues become more confident in both the policy and our internal processes. We value your feedback, and are actively communicating with all teams and trainers to continually fine-tune the customer experience. We're glad that our manager was able to reach you via email. In that email, so as not to play phone tag, he asked if you would like to provide some days and times for a callback that would be convenient for you. As he explained in his email, we have consolidated our policy options to reflect the most affordable and effective plans for pets that enroll with us. Our current filing in your state does not support the enrollment of pets who are five and older. We do our best to be transparent throughout our website, during the enrollment process and in the policy documents available to each client in their online Healthy Paws account regarding the limited exclusions of our policy. Those exclusions are pre-existing conditions, preventative/routine care and the office visit fee. Anyone visiting our website can see this information on our “Benefits, Coverage and Exclusions” page. By making the office visit fee (vet exam, emergency exam, recheck or consultation) part of the pet parent's financial responsibility, it allows us to offer a complete accident and illness plan at an affordable monthly premium. Our policyholders value comprehensive accident/illness coverage and unlimited benefits at reasonable rates, which is why they choose to assume the responsibility of paying for those costs.