In January of 2008, my dog Shiba tore the cruciate ligament in her RIGHT knee. My husband put in a claim for the injury and in February 2008, we were notified in writing that our current insurance policy did not cover cruciate injuries. My husband decided at that time to upgrade our insurance policy to cover her LEFT knee as recommended by our veterinarian.
My husband called the company and told the representative that he wanted to upgrade our insurance so that Shiba would have coverage in case something happens to her LEFT knee. The representative went a head and upgraded our policy and never once mentioned that bilateral conditions are not covered and that since Shiba has already had a cruciate injury in her RIGHT knee, her LEFT would not be covered with the new policy. We also never received a document of insurance for the upgrade. I did not know until recently that it was my responsibility to contact the company for one! Shouldn't they be held responsible for that!?
We received a letter in December 2008 indicating that Petplan was changing over to Petsecure. In that letter, we were told that we were being switched over to a plan similar to the one that we previously had with Petplan. There was nothing written in that letter about any type of exclusions we had or will have with the new change over so we agreed and filled out the necessary paperwork to enroll with Petsecure.
In January of 2009, we received a "Document of Insurance" indicating that the reason for revision was a change of plan. Almost 1 entire year later!!
This document indicated that the very thing that we had upgraded for 1 year ago was not being covered! They surprised us by stating that the special exclusions that were put on our account included cruciate ligament problems and associated conditions as well as urinary tract problems and associated conditions! The document also stated that the period of insurance was from February 2009 when we have been insured since November 7, 2005!
The new information that was sent to me also stated that any exclusions that are on the policy prior to upgrading will remain the same. However, we did not have any prior exclusions on our insurance policy prior to upgrading!
I have been dealing with this matter from January 2009, for about the last 4 months. I never get the same person on the other end. I have talked to about 10 different people and none of them know what they're doing. It seems that the person my husband talked to 1 year ago was clueless about the company's insurance policies. The company should be held responsible for failing to properly train their employees!
As of today, they are still refusing to pay the claim or reimburse me for the extra that we have been paying for nothing for the last year!
Do not go with this company! There are many other reputable pet insurance companies out there. I think that the best thing to do is to research through friends and family. I do not usually rant about things but I was an honest customer that was ripped off!
Doreen
Surrey, British Columbia
Canada
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