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Complaint Details
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Initial Complaint
03/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
November of last year I got pet insurance in November canceled by the end of November via phone and since then I have noticed that they've now been still taking out $68.03 each month the last 4 months I contacted my bank and they cannot stop it because it's using my debit card I need them to stop cease and desist I tried to contact them via email and all three emails were do not reply try to contact them via email and all three emails bounced back and one of them is an email for calling and contacting them to cancel your policy but when you use that email it bounces back to the same you cannot send anything to this email so I think it's a scam and I'm out 4 payment of $68.03
Business response
03/16/2022
Dear *** *********:
We are in receipt of your March 6, 2022, inquiry relative to the above-mentioned policy holder regarding her Accident and Illness Coverage (****************) for her dog. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet insurance policy is a personal lines property and casualty product filed under inland marine.
The customer requested cancellation of coverage effective March 7, 2022. Prior to receipt of this inquiry, our records do not indicate any previous requests to cancel coverage via email, telephone, or in writing. Please refer to the applicable excerpt from the Accident and Illness policy as it relates to cancellation.
POLICY CANCELLATION
When You Cancel
You must contact us via email, telephone or in writing to advise us of the future date when this policy is to cancel. You can send written notification by email, fax or by mail.
We will refund any premium that you have already paid for any period after your last date of coverage.
Per the customer’s request, coverage was cancelled effective March 7, 2022 and a refund was applied to the account on file.
We hope that the information provided in response to your inquiry is satisfactory. Thank you for the opportunity to respond to this matter. If you have any questions or need additional information, please contact me at 234-231-1771.
Sincerely,
****** ********| Compliance Analyst
C&F Insurance Agency (NPN # *******)
Crum & Forster Pet Insurance GroupTM| a Fairfax Company
*********************Customer response
03/22/2022
[[BBB TRANSCRIPTION VIA VOICEMAIL FROM CONSUMER 3/16/2022]]
I am rejecting this response because: Consumer stated the business is lying, she called and cancelled again and this time they actually cancelled it because she stated she went through the BBB.
She stated she originally canceled by telephone on 11/20/2021. She didn't write down the woman's name she spoke with. She doesn't know how she's going to get her money back, she stated again, that the business is lying.
Business response
03/25/2022
Dear *** *********:
We are in receipt of your March 22, 2022, follow-up inquiry relative to the above-mentioned policy holder regarding her Accident and Illness Coverage (****************) for her dog. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet insurance policy is a personal lines property and casualty product filed under inland marine.
Please be aware we've performed a full account review including email and telephone correspondence. Our review identified an email from November 8, 2021 inquiring about registration. We replied on November 12, 2021 with instructions on how to sign up and view policy documents. Additionally, we have record of a call from November 19, 2021, wherein the customer is inquiring about receipt of her policy and our representative confirmed she’s signed up as paperless and advised to view policy documents online, which the customer agreed to do.
Our records do not show any other communications received from the customer until the requested cancellation date effective March 7, 2022. Per the customer's request, coverage was cancelled and a refund was applied to the account on file.
We hope that the information provided in response to your inquiry is satisfactory. Thank you for the opportunity to respond to this matter. If you have any questions or need additional information, please contact me at ************.
Sincerely,
****** ********| Compliance Analyst
C&F Insurance Agency (NPN # *******)
Crum & Forster Pet Insurance GroupTM| a Fairfax Company
********************* *
Customer response
03/25/2022
Again they are lying I called up to cancel not to see if it was paperless that's a lie but it looks to me since I have no documentation on my end I'm screwed but I will not respect and no way that's a lieCustomer response
03/28/2022
[[BBB TRANSCRIPTION VIA FWD EMAIL FROM THE CONSUMER 3/25/2022]]
Yeah again I can't show you any proof because I did not take her name down at the time but I called to cancel I did not call to see if it was paperless that's ridiculous I already knew that it was paperless when I started it I needed to cancel it cuz I couldn't afford it so they're lying they want to keep it but they owe me $272 t
Initial Complaint
01/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have 6 claims pending. The longest one is processing 5 months, with no contact from ASPCA Pet Insurance about the detail. I sent the invoices, receipts, and medical records from the vet online. Emailed several times but they never process them. The customer service doesn't answer the phones. I believe some of the claims are obviously eligible for reimbursement. The main reason for the vet costs was that my cat stayed in ER for 4 days because she had shock by the medicine.Business response
01/25/2022
Dear *** *********:
We are in receipt of your January 15, 2022, inquiry relative to the above-mentioned policy holder regarding her Accident and Illness Policy (****************) for her cat. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet insurance policy is a personal lines property and casualty product filed under inland marine.
The customer enrolled her cat on the Accident and Illness Policy (****************) with an effective date of May 24, 2021. The policy subsequently renews on an annual basis.
The customer asserts that she had 6 claims pending. We were in receipt of 6 claims received September 8, 14, October 26 and December 17, 2021. To date, the pending claims mentioned in the complaint have been completed and eligible reimbursement was issued on January 18, 2021. A subsequent email was sent to the customer the same day along with a detailed voicemail message. At this time there are no further outstanding claims. Accordingly, we consider this matter to be concluded.
Please note, the initial delay in processing was due to needing additional medical records. The pet has multiple conditions and the account required further review to ensure proper application of coverage. This is in accordance with the policy terms provided to the customer. Additionally, we recognize the customer’s frustrations concerning her attempts to reach us and we apologize for the inconvenience.
We hope that the information provided in response to your inquiry is satisfactory. Thank you for the opportunity to respond to this matter. If you have any questions or need additional information, please contact me at ************.
Sincerely,
****** ********| Compliance Analyst
C&F Insurance Agency (NPN # *******)
Crum & Forster Pet Insurance GroupTM| a Fairfax Company
*********************Customer response
01/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I had no idea what could I do without your help. Thank you so much. I really appreciate it.
Initial Complaint
01/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
ASPCA Pet Insurance isn't paying on my claim despite the fact no pre-existing condition exists in my dog. They have my claim in a waiting status and are unnecessarily trying to get medical records of my dog, Brillo when a similar surgery was done in the past and they paid on that claim and didn't need the medical records. In the past, I always sent them medical records, but then ASPCA Pet insurance told me to stop sending medical records, so I stopped just like they asked. Now, all of a sudden, they want medical records for a surgery similar to what they paid in the past. I feel that ASPCA is just playing games and trying to jerk me around and not pay on claims they should be paying on given the facts and evidence. I have attached two documents. One document illustrates that ASPCA paid on a claim for the same kind of surgery on one leg of my dog, and a second document where I submitted a claim to where he needed surgery on his other different hind leg for the same thing, and now all the sudden ASPCA wants medical records when they didn't want them in the past after they told me to stop sending them medical records. This claim is legitimately covered under my policy and is not a pre-existing condition as demonstrated with the documents I have attached.Business response
01/20/2022
Dear *** *********:
We are in receipt of your January 10, 2022, inquiry relative to the above-mentioned policy holder regarding his Accident and Illness Policy (**********) for his dog. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet insurance policy is a personal lines property and casualty product filed under inland marine.The customer enrolled his dog on the Accident and Illness Policy (**********) with an effective date of August 1, 2012. The policy subsequently renews on an annual basis.
On December 2, 2021, we received three claims. Upon review of the claims, we determined that medical records were required in this instance because we needed to determine proper incident linking and incident start dates in order to appropriately apply coverage for a newly claimed heart condition and right Anterior Cruciate Ligament (ACL) tear. Please note, we may not request medical records each time a customer submits a claim because medical records may not be necessary to process every claim submitted. This is in accordance with the policy terms provided to the customer.
On January 12, 2022 we obtained the necessary medical records. To date, the referenced claims have been processed in accordance with the terms and conditions of the policy. Accordingly, we consider this matter to be concluded.
We hope that the information provided in response to your inquiry is satisfactory. Thank you for the opportunity to respond to this matter. If you have any questions or need additional information, please contact me at ************.
Sincerely,
****** ********| Compliance Analyst
C&F Insurance Agency (NPN # *******)
Crum & Forster Pet Insurance GroupTM| a Fairfax Company
*********************Customer response
01/25/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
12/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My ASPCA account number is ********. My dog injured her eye and I took her to the emergency eye specialist on 9/4/21. A claim dated 9/9/21 for $323.50 was not processed . They requested the records and I sent them and they confirmed they had them. I have been submitting her follow up claims. None of them have been processed and when I call I am told it takes more time to process. My total outstanding claims come to $1256.08. The following claims have not been processed: ******* dos 9-9-21 $323.50, ******* dos 9-`6-21 $159.00, ******* dos 9-23-21 $222.29, ******* dos 10-14-21 $172.00, ******* dos 10-2-21 $207.70, ******* dos 9-23-21 $171.50. My dog's name is Princess. You can never reach the people that areactually looking at the claims. I would appreciate any help from you to get my claims paid. Sincerely,*********************Business response
12/22/2021
Dear **********************:
We are in receipt of your December 20, 2021 inquiry relative to the above-mentioned policy holder regarding her Accident and Illness Policy (BAS.4.2013) for her dog. We are responding as the program administrator for the carrier, ************* Fire Insurance Company, NAIC 21113. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer.
Please be aware, prior to receipt of this inquiry we received an appeal from the customer regarding the same claims at issue in the customers complaint and conducted a full account review. We sent a detailed response addressing the customers concerns laid out in this complaint and her filed appeal on December 20, 2021. To date,the claims referenced in her inquiry have been processed in accordance with the terms and conditions of the policy. Accordingly, we consider this matter to be concluded.
Lastly, we recognize the customers frustrations and apologize for any inconvenience.
Thank you for the opportunity to respond. If you have any questions or need additional information, please contact me at ************.
Sincerely,
*****************************
Compliance Analyst
C&F Insurance Agency (NPN # *******)
**** & Forster Pet Insurance GroupSM| a ***************
******************************************Initial Complaint
12/08/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Crum and Forster timely deducts premiums for pet insurance from my checking account but they cannot pay a simple claim for under $200.00.- Falsely stated claim not received when it was efiled - Falsely stated they were waiting for information from the Vet when no documentation was pending from the Vet - Over an hour and a half waiting on hold - Emails with sorry but not facts about claim status - Falsely said claim was approved but claim in fact wasnt approved - Customer Rep then acknowledged a glitch and that claim was not approved - Claims manager wont return a phone call nor can you get that person on the phoneBusiness response
12/20/2021
Dear **********************:
We are in receipt of your December 9, 2021 inquiry relative to the above-mentioned policy holder regarding his Accident and Illness Policy (****************) for his dog. We are responding as the program administrator for the carrier, ************* Fire Insurance Company, NAIC 21113. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer.
The customer enrolled his dog on the Accident and Illness Policy (****************) with a ********************* Amendatory Endorsement (*****************) with an effective date of March 13, 2021.
On November 22 and 28,2021, we received claims for veterinary expenses for annual preventive care rendered on July 14 and November 28, 2021. The claims were processed in accordance with the ********************* Amendatory Endorsement and eligible reimbursement was issued to the customers banking information on file on November 29 and December 8, 2021.
Lastly, upon receipt of the BBB complaint we reviewed the customers account including all interactions and correspondence. We confirmed that the communications regarding the claims in question were acknowledged and responded to professionally and accurately. Additionally,we recognize the customers frustrations concerning lengthy hold time in his attempts to reach us. We apologize for the inconvenience. At this time, we consider this matter to be resolved.
Thank you for the opportunity to respond. If you have any questions or need additional information, please contact me at ************.
Sincerely,
*****************************
*****************************
Compliance Analyst
C&F Insurance Agency (NPN # *******)
**** & Forster Pet Insurance GroupSM| a ***************
******************************************Initial Complaint
12/06/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I keep trying to get my claim processed but nobody will answer my calls. I tried to go on the app but it keeps closing. It's irritating not being able to talk to them. It's so hard to get a hold of them.Business response
12/17/2021
Dear *** **********
We are in receipt of your December 7, 2021, inquiry relative to the above-mentioned policy holder regarding his Accident and Illness Policy (***************** for his dogs. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet insurance policy is a personal lines property and casualty product filed under inland marine.
The customer enrolled his dogs on the Accident and Illness Policy with an effective date of October 9, 2021. The policy subsequently renews on an annual basis. In his inquiry, the customer raises concern over claim processing.
Upon receipt of the BBB inquiry we reached out to customer directly. The customer expressed frustration in his attempts to submit claims for his pets online and informed us that ultimately he was able to submit them. We received two claims on December 6, 2021 for veterinary expenses for preventive care of his pets. The claims were determined eligible and reimbursement was issued to the account information on file on December 8, 2021.
Additionally, we recognize the customer’s frustrations and we apologize for the inconvenience.
We hope that the information provided in response to your inquiry is satisfactory. Thank you for the opportunity to respond to this matter. If you have any questions or need additional information, please contact me at 234-231-1771.
Sincerely,
****** ********| Compliance Analyst
C&F Insurance Agency (NPN # *******)
Crum & Forster Pet Insurance GroupTM| a Fairfax Company
*********************
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Customer Complaints Summary
38 total complaints in the last 3 years.
10 complaints closed in the last 12 months.