Healthy Paws Pet Insurance Review

Susan - We understand no one likes any form of premium increase. All premiums are based on the rates and rating rules filed and approved by each state’s Department of Insurance. All pet insurance companies, no matter how they market their benefits, will raise rates to keep up with the rapidly rising cost of veterinary care, including specialty and emergency care. We do our best to be transparent regarding annual premium increases by including this information on the "Frequently Asked Questions" page of our website. We’re sorry that your card was compromised. A Healthy Paws policy is continuous until either canceled by the policyholder or if there is non-payment of premiums. We understand that there are times a policyholder's credit card used on the policy could be lost, compromised by fraud or that there may be a change in bank accounts, expiration date, etc. When an account goes into suspension due to the fact that we are unable to bill the card on file, we make every effort to keep policyholders up to date and informed about the status of their accounts and any upcoming action/changes. Multiple notices are sent via email, and a Notice of (upcoming) Cancellation is sent out via regular post as well. There is also an automatic grace period that is taken into account. However, at a certain point, and at the end of the grace period, if we do not hear back from the primary account holder (prior to the cancellation effective date) the account must be canceled.  In order to be equitable to all enrolled pet parents, we cannot make any exceptions to this, as that could be considered discriminatory. As you stated in your review, insurance regulations prohibit us from re-instating your policy and a new policy would need to be set up. We're sorry to lose you as a policyholder and hope you and your pet stay well.

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.