I just received my claim for my dog Charlie for services on December 27th, 2022 and I’m not happy with it. This is not the same condition he has been seen before. Nothing was reimbursed. Last time it was his ears, this time was a complete non-stop itching attack daily. The same medicine was prescribed before but for different reasons and it didn’t work. This time it’s keeping Charlie from itching all his hair off and itching his skin raw. How you all decided that this was a pre-existing condition is beyond me. How you can say its allergies without any allergy testing accomplished is irresponsible. When I signed up for this pet insurance, I thought it was a good deal for Charlie. I now can rest comfortably without the stress of wondering how I’m going to pay for all of it. Apparently not. I was totally mis-informed even after I talked to an agent. I’m appealing your nonpayment decision. I believe it’s wrong, I was expecting 90% reimbursement after my $250 deductible. Which I thought were the rules. 24 pages of fine print is totally unacceptable. I have friends who use this insurance, another reason I chose this insurance. After this appeal I’m going to cancel the insurance. My very first claim and NOTHING? What kind of company are you. At least I could have gotten a call saying my entire claim was denied and the reasons behind it. I shouldn’t have to play detective to figure out the claims. How you all described the coverage was totally mis-leading. Thank you for your assistance in this matter. I will go to the Better Business Bureau about your company if this isn’t handled professionally and will give a very negative review. I’m totally discussed with this insurance. And my second claim dated January 26,2023 didn’t even cover half. Imagine my surprise at the reimbursement amount of $180 out of $468. I really wasn’t prepared for this type of outcome. Also, I didn’t realize that reimbursement for shots, for example, what I wasn’t told over the phone is $40 dollars covered the whole year, not one shot as I understood it. For 64 dollars a month, I went for that coverage, really doesn’t pay anything except me paying you for non-service. I really thought this was going to be a good thing, not a massive headache being brought on by this. And I really don’t have time to write an appeal letter every time I file a claim. Again, thank you for looking into this matter. I look forward to hearing from you shortly. Robert Motley 978-761-7250 Rmotley1@gmail.com