Customer ReviewsforHealthy Paws

The HEALTHY PAWS insurance states on their site that you can make changes to the policy on your own, in order to lower the premium by increasing the deductible or changing the amount of coverage. I knew they were going to increase the policy in two months as they do yearly in October as stated in their email to us .so, in advance of that increase, because of budgets, being that my husband and I are disabled I went ahead and increased the deductible to get a lower premium that we were comfortable with paying for my two fur babies pets. I received yet another email about the impending increase so I called again today 10-14-24 and spoke to ** ****** no one told me that even though I selected to increase the deductible to lower the premium in advance of the yearly increase in one month, it didnt matter because the increase was going to go in effect anyway! Who in their right mind would make changes for one month, knowing that the increase in premium will still go in effect? And not only will your premium increase but the change that you made to increase the deductible will continue to roll in with their increase! I asked ****** to speak to a manager, I spoke to a customer liaison (so called manager) named ***** in ******* and after all the back and forth. I was informed that she would advise their managers about the employees that did not provide the correct information and they can get re-educated on this information. She stated she could not change that increase to go back to the payment plan I selected a month earlier. To make matters worse she added that the increase deductible that I selected a month ago to LOWER my premium WILL HOWEVER ROLL OVER to the new policy! So, in essence I HAVE TO PAY MORE WHILE THE POLICY ON BOTH MY FUR BABIES GOES UP AND THEIR DEDUCTIBLE IS HIGH!! They kept the higher deductible I selected last month but they cant correct the current premium to reflect the payment I selected last month! So I cancelled both policies!

We're sorry that your customer service experience did not meet you or our expectations. As covered by our team, we understand this does not resolve your issue, but we will be providing additional training to those agents you dealt with so clients get the level of service they deserve.

As stated in your review, the policy change you made was prior to your policy anniversary date. Even though those policy changes were made, any premium adjustments on your policy anniversary will still go into effect in accordance with the rates and rating rules filed with, and approved by, each state’s insurance regulator.

Pet parents are entitled to increase the deductible or coinsurance amount applicable to your pet at any time. This request must be made in writing and will become effective the month following approval by us. You may apply to lower the deductible or coinsurance amount applicable to your pet provided you have not previously filed a claim with us for that pet. This request must be in writing and will become effective the month following approval by us. Since you have previously filed claims, we could not honor your request to lower your deductible to its former level. We're sorry to lose you as a policyholder and hope you and your pets stay well.

3 and 1/2 days before the waiting period ended and I had NO coverage for 3 visits after the waiting period because it was deemed a preexisting condition!!!! Almost 2 years of premiums paid with no accepted claims!! Dont waste your money!

We're sorry your pet wasn't feeling well. 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 (vet exam, emergency exam, recheck or consultation). Anyone visiting our website can see this information on our Benefits, Coverage and Exclusions page. In addition, we make every effort to inform pet parents regarding plan waiting periods. There is a waiting period of 15 days after your policy effective date. Unfortunately, we could not cover your pets claims since the conditions were noted during the plan waiting period.

This company does NOT cover anything nor do they truly care about you or your pet. They rather jack up their prices and read your claims and send them to the trash bin. I have submitted 3 claims, all with proper documentation and complied with great patience whenever they asked for more information. They have denied any reimbursement or help for my dog and had the audacity to raise their prices. Maybe because people are realizing they are not good at all. Please take your time to shop. They are not worth it, for the basic needs and wellness for your pet. I am very unhappy and if there was a way to get maybe 6 months back of my wasted money I will gladly take any advice. I had faith for 3 years. I hope this company has an end. 2.57/5 stars here. Now I know why.

We're never happy when we cannot provide coverage for a claim. 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 (vet exam, emergency exam, recheck or consultation). In addition, dental cleaning or extractions related to dental decay are excluded from coverage. Anyone visiting our website can see this information on our Benefits, Coverage and Exclusions page and in their plan documents.  Since your claims were related to one of the above exclusions, we could not provide coverage.

This company makes it very hard to get help , after paying them month after month. After I filed a claim , I needed medicine for the claim- that came later- (it didn't get reported in the claim-) so I had to make a claim again to get the medicine- they claim it is a pre- existing condition WHEN IT ISNT! you cant even get the medicine for the event/ injury that happened without them saying it is a preexisting condition. . This company seems to be a scam. They started out helping me- then they raised the premium every year and have not been able to help one time since I started with them! for 4 years- since they raise the premium every year charging me more every month- every year- and no help whatsoever ever. because they know most animals don't go over the premium- in a year- I want my money back _ at least a years worth. and I will quit them. DO YOU HEAR- I WANT MY MONEY BACK-

I purchased this insurance for my dog and have paid it consistently for 9 years and have never filed a claim. The premiums have been raised beyond reprieve without reason and still I paid. The premiums infact were so high I adjusted coverages to a thousand dollar deductible just to keep the premium in the 90 dollar range per month. This year I filed 2 claims that will not even meet the deductible and I am being put through h*** I have recieved multiple emails and finally made a call and still am being given excuses. First they wanted notes. I showed the notes were there with the original paperwork and then they wanted records. Now they have those and now we are under review to decide what our coverages are. Seriously, 9 years later a review is required to determine coverage? When I signed up our dog was a puppy, the insuranceclaimed to cover everything, some things after 2 years. Here we are 9 years later, No preexisting conditions, no claims and no invoices being applied to a yearly deductible. There is no acceptable reason in my mind for all of these excuses not to post the claims toward my deductible. If there is a lawsuit against this company let me join it because all this company has done is take thousands of dollars from me for absolutely nothing.

We're sorry for any frustration during the processing of your claims. As per the policy we do require medical records for all enrolled pets in order to process claims. Once full records are received (typically we ask for them when you file your first few claims) we will keep them on file for future claims processing and you will never have to submit full records again. In the future, if we do need clarification for a specific claim, we may simply request the date of service exam notes for that visit. As our customer care team member covered in their email to you, we have received some records, but still need  records dated around the time of your pet's enrollment. These are needed in order to establish a baseline of health at and around the time of enrollment. Our team is happy to reach out to any other clinics on your behalf to get those records. Once those records are received, we can have those claims processed for you.

I have my dog on this insurance for about four years now. *** filed numerous claims. And have not received a single ***** back. They keep telling me that I am missing documents but I uploaded everything I got from my vet. Medical records, itemized vet visits with date, procedures done, and invoice amount, as well as each invoice. But they still claim I am missing something. They even got all the paperwork from my vet directly. And when I went to upload documents to each claim i filed, it wouldnt let me. So I filed again as the first claim wasnt going through and was denied until i produce documents. I HAVE NO CLUE WHAT ELSE I NEED TO POST. i feel like i am getting the run around. I am paying so much each month and not getting a single ***** in return. Whats the point of having insurance if they make it impossible to file a claim. I literally posted everything my vet gave me since I got my dog covered. This is really upsetting to me. I am waiting to hear back via email to specifically tell me what I am missing. And why i cant upload documents to claims I filed that they have paused until they receive these mystery documents from me. Except it would not let me. I filed again with every single document I have to go with each invoice. And now they are saying I filed duplicate invoices. And trying to penalize me. I am livid. I work in an insurance general agency and still this pet insurance is so confusing when trying to get your claims filed. I truly feel like i am getting the run around. And my dog hasnt had or needed any care that is some large amount. No surgery or anything like that. No diseases. I got this insurance so my dog would benefit from being covered. Except I keep paying each month, which keeps getting more expensive for 4 years now and have not gotten a single ***** back.

We truly appreciate you being part of the Healthy Paws family over the years and sorry for your frustration during the processing of your claims. As per the policy we do require medical records for all enrolled pets in order to process claims. Once full records are received (typically we ask for them when you file your first few claims) we will keep them on file for future claims processing and you will never have to submit full records again. In the future, if we do need clarification for a specific claim, we may simply request the date of service exam notes for that visit. We appreciate your efforts in providing those records to us, but are still missing some vital information. Our customer care team has sent an email detailing what is still needed. They have reached out on your behalf to get the necessary records. Once received we can continue to process your claims.