I have expressed multiple times my concerns with this company’s unsatisfactory service. However, there has never been any remedy on the company’s side. I work as an animal welfare officer. My dog, Meatloaf, was a dog I personally rescued myself while working and ended up adopting. I thought I was doing the right thing getting him insured with this company, but I now realize that may not be the case. In regards to my first claim, I observed a mass on my dogs leg that had rapidly grown over the course of a week or two. I acted very quickly and brought him to the vet to test it as soon as possible. It turned out to be a histiocytoma. When filing this claim I was told it was pre existing. Since January. This is false. I rescued this dog on January 12 and did not adopt him until January 21. I had written a police report on his case and had to conduct a physical on the dog, as I am legally required to note when containing an animal. I had gone to at least two other vets before this one for this claim, and never was this mass noted, because it was not there. This company failed to contact me and failed to thoroughly investigate the claim. According to the illness policy, section 6, subsection B) “You must cooperate with us in the investigation or settlement of any claim.” I was never given the option to do so. I was never contacted regarding the claim. I have insurance on my car. When I submit an accident claim, they follow up with me, as it is supposed to be. This company failed me and it failed my dog. This company lacks tremendously in customer service. Continuing to subsection C) “We may require complete medical history/records associated with your pet to process your claim.” Again, this company failed to do so because had they, it would be known this histiocytoma was not pre existing. Because this company failed in the investigation, I now was told I had to fix the company’s error and do extra work to submit an appeal. They made sure to point out subsection G even though subsection B and C were skipped. Yet, I have no way to submit an appeal. I have reached out countless times and have had no assistance in the matter. I had even called the vet who stated this company read their chart wrong and did not reach out to them. I do not have a printer nor do I have access to one. How do I submit this appeal? This should not be my job to do. What am I paying monthly for if I’m going to be doing the job myself? I might as well cancel my membership with this company and instead put that money towards a savings account in the event my dog needs it. Or switch to another company that actually cares about their paying customers and their pets, because this company quite obviously does not. I’ve already began looking into quotes from other companies. Now if this company had not learned from its previous errors, they made the same mistakes again. A SINGLE claim, my second claim, was split into two. Now maybe it’s because I actually work with animals, but I don’t understand how anyone could’ve made this mistake if they actually review claims for a living. My dog was brutally attacked at a dog park. Another dog had actually latched and locked onto my dog, requiring multiple people trying to remove the attacking dog from my dog, which ended up with the attacking dog being stabbed to release my dog. As if that’s not already emotional enough. So I’m crying over my dog rushing him to an emergency vet, mind you the time I visited was roughly 12am-4am. This was NOT a wellness visit. My dog was up to date on rabies inoculations expiring January 16, 2021. Again, it’s my job to enforce these types of things and my dog most certainly was up to date. Seeing the things I do at work, I know the importance of routine vaccines, etc. However, because my dog was attacked by a random stranger’s dog, my dog received a BOOSTER rabies shot, because I was unaware of the attacking dog’s rabies inoculations status. This was directly linked to the incident and he would not have received one otherwise. He was not due for his routine vaccine for approximately another 6 months. I am LEGALLY required to have his rabies boosted in the event of an animal exposure to rabies. This was not covered and claimed to be routine. You mean to tell me my dog being ATTACKED is routine?!  Again, had this company followed steps B and C, maybe the investigation would’ve been done so properly, as his rabies inoculations would have been on the records. Overall, this company has not only made mistakes, but refuses to take accountability for their errors or attempt to solve them. The emotional distress this company has caused me that even my emotional support dog is affected by, is disgusting and inexcusable. When you comment about this on their IG page they will delete your comments then block and unblock you so that you, a paying customer, are no longer following them as they do not care what you have to say or how you feel and they are not equipped or trained to deal with such. And they MOST CERTAINLY DO NOT CARE ABOUT YOU OR YOUR PETS.