Healthy Paws Pet Insurance Review

hug618 - We're sorry that your buddy needs major hip surgery. During calls to our representatives, you were advised that pre-approvals for claims are not permitted as claims are processed on a reimbursement basis. Without receiving and reviewing all pertinent medical records for this issue (including the ones from the upcoming procedure itself) we cannot assure coverage with 100% certainty. While we do not offer pre-approvals, we do offer Direct Pay as our customer care team spoke of during their recent phone call with you. Occasionally for unexpected, large, or special circumstance claims, we are able to pay the hospital directly for our portion of the claim (this would require a review of any new/pertinent medical records along with a copy of the proposed estimate for treatment). This review would be performed prior to the procedure. Once reviewed (and if your clinic is willing to work with us) we will let you know with certainty if the hip dysplasia and procedure would be eligible for coverage or not. If it is eligible, you can then schedule the procedure. Afterward, you will submit a copy of the finalized invoice for review and processing. We would then call the clinic to make a payment over the phone (same day via credit card, or we can expedite a check) for our covered portion of the claim as per your reimbursement/deductible elections for your pet. This solution assures you beforehand that the procedure is either eligible for coverage or not, and avoids any undue strain on your finances. Customer service to our pet parents is paramount and we're sorry for any frustration during your interaction with our team. Your phone calls were reviewed by our management team based on the statements in your review. It was discovered that after the Customer Liaison Manager re-iterated that Healthy Paws was unable to permit pre-approvals, and the option of a direct payment was not of interest, the call had become unproductive, and the manager ended the call in a professional manner.

seawater5000 - We’re sorry that you were not satisfied with your plan or the recent customer service you experienced. We do our best to be transparent throughout our website, during the enrollment process and in the plan documents available to each client in their online Healthy Paws account regarding the limited exclusions of our plan. Those exclusions are pre-existing conditions, preventative/routine care and the office visit fee (veterinary exam fee). Anyone visiting our website can see this information on our “Benefits, Coverage and Exclusions” page. Unfortunately, we could not cover your pet’s claims since they fell into one of the previously mentioned limited exclusions or during your policy’s fifteen day waiting period. Healthy Paws is very transparent about our waiting period on our website, in the plan documents that are in each client’s online account and during the enrollment process. We’re sorry to lose you as a policyholder and hope you and your kitty stay well.

sillywoman66 - The Healthy Paws plan insures the veterinary costs associated with hip dysplasia for pets under the age of six at the time of enrollment. Insurance may include diagnostic testing, surgery, hospitalization, and medications, provided the condition is eligible for coverage (meaning that it is not pre-existing and did not occur during the waiting period). Pets age six or greater at the time of enrollment are not eligible for hip dysplasia coverage. For more information on Hip Dysplasia and related waiting periods, please visit: https://www.healthypawspetinsurance.com/pet-insurance-coverage-and-exclusions/hip-dysplasia The Healthy Paws Team